Lord & Taylor

Called the store seeking adjustment/​explanation concerning four identical shirts purchased in 2 colors, that it turned out, didn’t have the same price on their tags. Oddly, the salesperson rang them up using one price (the higher one) and that’s what appeared on my receipt. Once I noticed it, I tried to reach the store manager or anyone in customer service via their office extension. The switchboard operator’s response when I asked for direct help getting through was: «Just keep calling back.» It was odd no one could reach store executives through their cellphones if they were walking around the floor. (see previous review) This, plus how difficult it was to find a salesperson to make the purchase is definitely a sad commentary on this once fabulous store. I am done.

I went to LT at Tysons mall yesterday, while my husband was downstairs in the men’s area I went to look at their «cheap» pearls. I asked (appeared to be Muslim wearing all black with black vail and black hair scarf) a sales rep to look at the black pearls. She was hesitant to let me look at them, then I did get to hold them. I asked for a magnifier to get a better look, reluctantly she complied. They were all scratched and looked cracked on the bottom.
I asked if I could snap a picture and send to my husband, she became CRAZED! She told me to put my phone away, I was not allowed to take a photo in the store and if I didn’t comply immediately that she was going to have security throw me out!!!
Sales rep repeated for me to leave the store!!! WTF?
Sandy Mariam Operations Manager Store Manager Melissa Madden General Manager Liz Rodbell President New York City.

Lord & Taylor at Tysons used to be one of my favorite stores. Now, it’s nearly impossible to shop there. A few weeks ago, I tried to buy some clothes and there was not a salesperson to be found. I walked around for about 15 minutes and finally found one. But she wouldn’t help me because she said she was only able to check out clothes from the brand that she represented. When I explained that I could not find another salesperson, she begrudgingly rang up the sale. As far as I’m concerned, she was a representative of L&T and she did not make a good impression.
In addition to the lack of salespeople, the store is difficult to walk through because the clothing racks are jammed so close together. And the clearance racks are a mess!
L&T has surpassed Macys as the messiest store with the worst customer service.

While I love Lord & Taylor overall, and this location in general, the service is abysmal. The staff is akin to staff at Macy’s, and it never used to be that way. Service used to be closer to a Nordstrom level.
However, this location has a good selection of some of the hipper brands, plus it’s own parking garage, so it’s easy to to get in and out. I still think Chevy Chase has more sizes in stock, though.

Horrible customer service! I never left any reviews before, but now I really have to share this. I can’t believe Lord&Taylor hires a rude, ignorant person. My family and I were in store yesterday, checking out the shoe section. My mom found shoes that she wanted to try. She walked to one of the nearest sales associates and asked for help. This lady, Meaza, looked my mom up and down and pointed the price check with her chin while she was leaning against the wall with her arms folded. I was stunned how rude she was, and when my mom walked away from her, she looked my mom up and down again with her head shaking. So my sister and I wanted to talk to manager about this because no customer should be treated in this manner. We asked other sales associate if we could talk to the manager. Guess what? The rude lady was already upset and making all these facial expressions. If she didn’t do anything wrong, why was she so afraid? Why did she have to react like that? Anyway, she was telling the other associate that she was busy helping other customers (although I am not sure how she can someone while she was just standing against the wall). Then she told me she was calling the manager, then she stared at me. So I stared at her, too, because I thought she wanted to make eye contact and say something to me. She was screaming that she didn’t like my eyes so I should not look her. Wow… yet, I tried to resolve this between us and asked her why she could’ve not just told my mother that she was busy with other customer instead of treating her disrespectfully. She refused to listen and walked into the back room and started to talk about us to another sales associate. Ha! I waited with patience until she finally called someone. Melissa was the lady who helped us. She apologized for what we had experienced and offered us extra discount for the shoes that my mom wanted to get (apprently sales associates weren’t unable to finde the other pair, so we didn’t get it). We told Melissa that we don’t want discount or anything but just personal apology from the rude associated. She was like she apologizes instead of her and she would make sure this wouldn’t happen again. Well, we gave up as we assumed that they couldn’t do anything more although Melissa was extremely nice. (By the way, while we were talking with Melissa, Meaza was keep checking on us with sneaky smile on her face.)
I understand that often these sales associates are mistreated by impolite customers. But this was not the case. I am also not a person who likes to complain. Yet, I don’t want to be treated with disrespect for no reason, and I don’t want others to experience the insult I experienced. I still don’t know why she didn’t like us from the beginning. Maybe she didn’t like my look as she claimed. Maybe she was a racist because I observed her being extremely nice to certain people and because I am minority. I don’t know. Maybe she was stressed out that she had to work on Saturday. Nevertheless, this cannot be excused. She had no right to selectively mistreat her potential customers.
I am deeply disappointed with Lord & Taylor for hiring inappropriate people and not training their employees in proper way. The manager (Melissa) was nice, and I have no hard feeling for her and am aware of that she did her best, but her help was no real solution. All we wanted was just a sincere apology from the sales associate. Well, I am never going back to the shoes section at Tysons Lord & Taylor (although some of sales associates were very friendly). And I want all the future shoppers just beware of the possibility of experiencing mistreatment and discrimination.

Are they going out of business? They have to be because the customer service is god awful! If they continue to treat customers like this, it’s definitely going to happen. How does corporate allow this store to conduct business this way.
I went shopping on a Saturday and there was about 20 people in the entire store. I went to the BCBG area and I was looking through racks by the register when I heard this FUN NARRATIVE #1:
Customer 1: (silently being rung up)
Customer 2: (silently waiting in line with a box behind Customer 1)
Sales Associate 1 (Amanda): Speaks to Customer 2-«Are you returning something?»
Customer 2: «Yes, it’s an online order»
Sales Associate (Amanda): «Ok, you have to go to that back register»
Customer 2: «Is there a difference?» (and walks toward the back register)
Sales Associate 1 (Amanda): «Why did that woman give me an attitude?» (talking to both Sales Associate 2 and Customer 1) …CLEARLY unprofessional. She then decides to call over Sales Associate 3 from the back register and asks Sales Associate 3 (Tamika), «What did that woman say about me?»
Sales Associate 3 (Tamika): «Nothing, I just returned her stuff.»
Sales Associate 1 (Amanda): «Well, she had an attitude with me.» Then continues to complain to Sales Associate 2 and Customer 1.
As I’m walking up the aisle, I see Customer 2 leaving and muttering to herself, «I’m never coming back to the store, service is awful.»
FUN NARRATIVE #2:
In the fitting room and I hear someone screaming, «No, that’s not how it happened! Go ahead and send me home or fire me. I’m tired and I don’t feel like working here.» I walk out of the fitting room out of curiosity and it is now Sales Associate #4. Apparently a customer asked for a different size and was waiting at the register for awhile to check out and was just waiting for the correct size and when the customer asked Sales Associate #4 where her item was, the associate ignored her. That’s when a manager was called and that was what all the screaming was about when the manager was telling her about the customer service issue. The customer left and didn’t purchase anything.
BCBG is a leased space within Lord & Taylor and their employees are separate from Lord & Taylor. I found service bad throughout the entire store.

It’s been a while since I’ve been in a L&T, and after seeing the boring men’s clothes selection, it may be a while before I go back. Disappointing for a large store. It’s nice and clean and the staff is friendly. I need to go to the other stores in the mall though. I hope they will change over time.

This used to be my favorite store as I used to find great clothes for all sizes & by good designers. However, the store has a major problem. We have to watch the sales girls every step of the way. This year itself I’ve gone back 5 times— either because they’re rung up the same item twice & tend not to count the number if items they put in the bag or they they do not takeoff the sensors. I am so frustrated making double trips to this store as it is time & money. Whether this is a sales strategy — I do not know– but since I’m so fed up with this store I would hate to go shopping when I already frustrated with the sales girls. They need to hire more competent sales girls for the women’s department who get their work done like the other stores do.

I bought a Lancome foundation during the Friend & Family event in April. Unfortunely, I bought the wrong color and tried to exchange to different color since April because the color that I want was out of stock for one and half month. In the mean time, I ordered another one from Lancome online. Finally, they got the color in Tyson store, but they won’t exchange it for me. I was told the foundation that I got during the F&F event was 10% off, and I have to pay the 10% difference if I want to exchange the color because the event was over. None of the Lacome sales ladies (both Tyson and Fair Oaks stores) had mentioned this before until they have the item in stock. They said that I can either pay the difference or return it. If I had known that, I would have return the item one and half month ago instead going there 5 times and tried to exchange the product. Anyway, I returned the product. I am a frequent shopper at Tyson stores and I usually buy my cosmetic at Saks, Nordstorm and Bloomingdales. I paid the same price with lot more better service than Lord and Taylor.

As I child in the early 80’s I remember visiting the Lord and Taylor in Falls Church that had its own restaurant and white-​gloved doormen and just ooozed luxury inside and out. It’s unfortunate that this iconic retailer, once a true symbol of American luxury, has descended into its current serious identity crisis. This more than likely results from the chain being passed over the years like a hot potato between May Department Stores, Federated, and most recently to the partnership that owns the chain now.
The staff at this location seems about as disinterested as that of a typical TJ Maxx/Marshalls’s. Still I’ll give this place 2 stars for it’s amazing sale rack in the men’s department (CK clothes are way cheaper here, folks) I always end up with great deals on paints and jackets. Another plus is that this store is never crowded like the nearby Macy’s and Nordstrom. The Ben Sherman section is also great — more than any department store at either Tysons mall. Just be prepared to surf the racks to find your own size with little (or no) assistance.
I can’t help but to think the long term plans involve a new retailer in this space, especially given that directly in front of its entrance will be the new Metro station and Hyatt hotel. In the meantime, I’ll check out the Friendship Heights store, as I’ve heard great things about the in-​store experience at that location.

At the behest of a friend of mine, I decided to give Lord and Taylor a try. This is a nice store in looks but the selection seemed rather bland (men’s section). Dearth of good brands and variety. Prices too were not tempting enough for me to make a purchase.
Will give this chain a pass.

I waited 45 minutes to get the other pair of the shoe I wanted to try on. There were two saleswomen in the department. One was, at most, 19 years old and trying her best. The other was older, confused and lazy. She walked around slowly, ignoring people trying to get her attention and she kept going up to the wrong woman telling her that she couldn’t find the pair she was asked to find.
Seriously, Lord & Taylor I thought you were supposed to be fancy.

While shopping in Lord & Taylor today, I experienced a very rude floor clerk. The size shorts I needed for my son did not exist on the sales floor, so I had my son to flagged down a sales clerk while I untied the shorts on a mannequin. However, I didn’t take them off the mannequin and the sales clerk specified that she would get someone to help me. Unfortunately, the rude floor clerk, sent over by the sales person, proceeded to tell me that customers should not touch the mannequin in a very rude tone and I had to tell her to watch the tone when speaking to me. The floor clerk apologized and proceeded to tell me that the cost of the equipment is expensive; therefore, the customer shouldn’t touch it.
At this point, I was very angry and I asked for the manager because I didn’t appreciate the floor clerk’s nasty tone since I didn’t take the shorts off the mannequin. I was holding them on the equipment until she arrived. Once I spoke to the floor manager, I told her that I didn’t appreciate the rudiness of her staff and she needed to talk with her. I also informed her that if Lord & Taylor had more people working on the floor to service customers, I wouldn’t have touch the mannequin at all.
Lord & Taylor is a below average store when it comes to customer service and it doesn’t compare to the customer service offered by Nordstrom.

I saw the friends and family promotion sign when I walked pass the dept store, so I went in and browsed through the women’s clothing. I did want to buy something, but I only found 1 staff working in the entire women apparel area and she was helping with another customer. I ended up walking out and not willing to wait a long time to pay. What is the point of attracting sales using promotion, but not willing to collect the money?

I went to the Tysons Lord & Taylor in December over the holidays and bought a great pair of Calvin Klein flats for half off (their sales are amazing)! But when I checked in the shoebox the day I was leaving to go back to New York, I realized there was only one shoe in there! I called the store, got some bewildered staff member who told me I would have to come there to search for it, and then was put on hold and forgotten about. So I called back, asked for the manager, and and before I knew it I was speaking with Nicole, the most pleasant and helpful woman you always dream of getting on the other line when you call a store. She gave me the store address, told me to mail the shoe to her with the shipping receipt included so she could deduct it from the charge, and she would find another pair of the shoes and mail them back to me! Have you ever heard of such a thing? I was FLOORED. By far the greatest customer service experience I have ever had; it is, in fact, the sole reason I joined Unilocal – just so I could write a review. Nicole, you are a saint! And I love (both of) my new shoes!

Usually I walk right by this place when I head from B&N to Nordstrom or Brooks Brothers. However, today, I bothered to take a peek since I needed to use a bathroom and the quest to find it took me through the whole store.
I was pleasantly surprised at what they had to offer — mid-​name brands at decent prices without the crowds or overstuffed aisles like some of the other department stores in the mall. I share the sentiments about wondering why it doesn’t get any love — it looks like it has enough good stuff at the right price.

I’m surprised this store has no love – recent shopping trips lead me to believe they have the best dress selection in the mall, at the most reasonable prices! No worries, more ridiculously discounted Karen Miller and BCBG dresses for me! Maybe they just have a good buyer – but after taking some extra time to check out L&T, Macys’ selection looks stuffy/​drab.
A simple google search pulled up a handy 20% coupon that sealed the deal on my latest purchase – a dress originally marked $ 375. Final price – $ 90! I’ll be back and my credit card company will love me for it.

This store has a better selection than other Lord & Taylor stores, however, the staff needs improvement. I was shopping in Tysons and needed to make a bill payment. I told the gentleman I wanted to put $ 20 on my card, I wrote the check and handed it to him. When I examined the receipt, I realized he credited my account $ 10. Rather than voiding the transaction and crediting the proper amount, the associate the assured me I told him to credit $ 10 to my card.
The check had yet to enter his till, it was in front of him and he told me I was wrong!
I will still shop here for their incredible deals, but I will double-​check my receipts to avoid any further nonsense.

Not a good shopping experience! The cosmetics department is understaffed and has a very poor selection. The ladies who were working were not knowledgeable, pushy, and strange. I wanted a specific moisturizer from a specific brand, but they kept trying to push other brands and products — and not in a helpful suggestion way. Very annoying and I will definitely not go back here for cosmetics.