Update by user Apr 21
wanted to follow up with Pissed Consumer regarding what has transpired since my review of Lord @ Taylor.Deborah Hughes, Service Excellence Analyst emailed me and requested more information to further investigate my claim.
I recently received an e mail from Ms. Hughs that stated I would be reimbursed , however, she made it very clear that this would be a one time only refund and in the future the returned item must be received and processed before a credit would be posted to my account. I am praying the missing item turns up so Deborah would have concrete evidence that I was being transparent. Thank you for allowing me to post my complaint, which led to the problem being resolved.
I am forever grateful!Sincerely, Kim Ross
Original review posted by user Apr 10
I SENT AN ITEM BACK WITH THE RETURN LABEL PROVIDED IN THE PACKAGE NOT REALIZING THE RETURN LABELS ARE NOT TRACKED BY LORD & TAYLOR UNLIKE OTHER DEPARTMENT STORES.THE ITEMS VALUE WAS OVER $500.00, NEEDLESS TO SAY I WAS EXTREMLY CONCERNED WHEN I DIDN'T RECEIVE A CREDIT ON MY STATEMENT.
IT DIDN'T EVEN OCCUR TO ME TO GET A TRACKING NUMBER SINCE I USED THE ENCLOSED LABEL FROM LORD AND TAYLOR. DEVON C THE CUSTOMER SERVICE REPRESENTATIVE THAT I INITIALLY SPOKE WITH GUARANTEED ME I WOULD NOT BE HELD RESPONSIBLE FOR THE LOST ITEM. I PLACED SEVERAL CALLS TO CUSTOMER SERVICE AND EACH TIME WAS TOLD THAT THE PERSON WHO INITIALLY TOOK THE REPORT WAS WORKING ON IT AND WOULD GET BACK TO ME. AFTER GETTING NO RESOLUTION BY PHONE ON 3/17/17 I SENT CUSTOMER SERVICE AN E MAIL REQUESTING A RESPONSE AND IT WASN'T UNTIL 3/30/18 DEVON SENT AN EMAIL STATING I WOULD BE HELD ACCOUNTABLE FOR THE MISSING ITEM.
BY THE WAY I EMAILED THEM 4-5 TIMES BETWEEN 3/17 AND 3/30 . I WOULD HOPE THE CALLS ARE RECORDED FOR QUALITY CONTROL, THOSE CALLS SHOULD BE REVIEWED FOR ACCURACY AND ACCOUNTABILITY. THIS EXPERIENCE HAS TAUGHT ME 1. NEVER USE A RETURN LABEL PROVIDED UNLESS YOU ALSO TRACK THE ITEM BECAUSE IT IS UNABLE TO BE TRACKED 2.
THE EMPLOYEES GIVE OUT FALSE INFORMATION AND PLACE RESPONSIBILITY ON THE OTHER PERSON AND 3.
THEY CLOSE CASES, LIKE MINE REF#467049 WITHOUT INFORMING THE CUSTOMER.KIM ROSS
Reason of review: Order processing issue.
Monetary Loss: $530.
Preferred solution: Let the company propose a solution.