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3.6

I received a leaking bottle of perfume so I called regarding returning it as I didn't want to pay shipping when it arrived damaged and was told not to return it but send a photo and they would issue a refund which I did. I paid $108.12.

They refunded $16. I tried calling but due to long wait times never got through so I emailed 4 times -3 times to the customer service person I spoke to originally and sent the photo to and got no responses and once to their generic customer service email which did a response. It said that Paypal refunds take up to 30 business days and what I recieved was a partial refund and if the rest didn't come through in another month, to contact PayPal, not Lord and Taylor. PayPal has no record of any refund other than the $16.

It's now two months later and no refund so again I try calling. The calls go to another country and it's hard hear and understand them which makes everything worse.

I spent 45 minutes trying to just get my refund. They told me not to return the item. Now because they refunded the wrong amount and it's past the 30 day return period, there is absolutely no way they can refund my money.

She asked me if I had a gift card they could put the balance on? Um, no, why would I? Nor would I like one as I do not ever want to shop there again. I live in Idaho, things get shipped a long distance and if I ever needed to return something, I now know they have awful customer service!

She actually never offered me a gift card, she got stumped when I didn't have an existing one and put me on hold for another 10 minutes while conferring with someone else. After 45 minutes of her putting me on hold, she tells me they would like the leaking package of perfume shipped back. The one they cannot refund me for? Seriously?

Called UPS, they said I can't ship it because it could have broken glass (don't know, it's still in sealed packaging but folded cellophane and a cardboard box doesn't exactly hold in liquid) and it's flammable. Even if I didn't get busted for the illegal shipping, I doubt I would ever see the refund. Then we mysteriously got disconnected-I was sick of talking to her too but come on! The shipping label she was emailing never arrived either, checked the junk and spam folders too.

What a huge waste of time! Plus this perfume was a gift which I had to go buy at full price locally (L&T had 15% off which is why I bought it from them them in the first place)

Soooo not worth it...

Reason of review: Return, Exchange or Cancellation Policy.

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Susan G Ocf

I know it has been a while but please open a dispute with your credit card company ASAP. I had same experience and only got a refund, after 3 months of excuses and promises, once I got my credit card company involved.

I returned an online order, was also sent only a partial refund (of $26.46 out of a little over $500) and told it would take 30 days for the full amount as per paypal rules (which is BS, they blame paypal but if paypal was holding back money they would send you an e-mail stating so...and certainly have a record of it). After 30 days and no refund all I got was more excuses, more promises, and a few paypal "invoice numbers" that did not have enough numbers to even be from paypal...completely invalid, I am not the only one on this site that they have pulled the fake invoice # on. One time the rep gave me an invoice # after I complained about the invalid ones I received, the rep. apologized and assured me THIS is the # and had me read back the long # she gave me for accuracy...

was it valid? Yes, but it referred to my partial refund not the full refund as was promised! The last straw after myriad excuses and promises was when I called and told the rep that I just spoke to paypal and there WAS NO refund, period. He put me on hold to talk with "audit", after 10-15 minutes comes back and says that they tried refunding me back in July but there was an error and blamed it on paypal.

An error? Then why all the stories and promises, and why did they tell me after I opened a case with them that they are sending me the full refund on 8/22 but would have to wait 14-21 days to go through? (BTW I had to wait 30 days for case to go through, never heard back..I had to call to inquire what came of it). Plus, why give me a partial refund?

I can tell you...to make it look like it is paypal holding back the rest. After reading the many complaints here and elsewhere, this is their MO. Now, due to the "error", they had to refund me manually and it would take 14-21 days! The rep.

also said I can e-mail him ANYTIME I want but I don't need to call back (at this point, I was calling often). E-mail him? I don't want to e-mail him...I want my $$ back. In the other reviews here people say that their e-mails are never returned...so he anticipated a problem ahead of time and told me to e-mail him knowing he wasn't going to answer me anyhow.

They are clearly buying time, hoping people will forget or give up. Don't give up. Only after I contacted my credit card company and opened a dispute did I receive a full refund...in less than 24 hrs! So look at that, it was possible to refund me the same day after all.

In a comment I just received from someone here dealing with the same scam from L&T, they just received a refund after their credit card company got involved. I would urge people to do the same, open a dispute ASAP...it is as much about the money as it is about principle. These people are lying scam-artists.

Never expected this from L&T, never experienced anything like this in my life. Good Luck.

Andrick Rxb

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We look forward to hearing from you so that we may turn this experience around. Thank you and have a great day!

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