Customer Service Inadequate, Lord and Taylor Does Not Stand Behind Their Merchandise!

Purchased a gown for my daughter's wedding and within an hour of donning the dress, the photographer pointed out the fact that a rhinestone had fallen out along the front neckline & was evident in the family photos he had taken. Luckily I had a matching jacket that would just cover the missing stone, but that also meant I needed to keep the jacket on during an 80 degree mid-June event! Called customer service to inquire about a price adjustment, since I HAD worn the dress & didn't feel it would be fair to ask for a total refund.

Representative questioned if the dress came with extra stones & I explained that it did not as the stones were on a strip that was sewn into the neckline, not single stones.

Bottom line is I was offered 20% adjustment to put towards a repair, which is woefully inadequate. I'd love to ask a seamstress to open the neckline, remove strip of stones & replace for $30!

As it stands now, the dress is not wearable. I will be pursuing this further.

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Product or Service Quality
Customer service

  • What I liked
      No items
  • What I disliked
    • Customer service

Reason of review:
Poor customer service
Preferred solution:
Let the company propose a solution
Product or service
Alex Evenings Gown
Review category
Footwear and Clothing
review #871249 by

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Jun 30 #1179612 New York, New York

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