Complaint / review text:
I ordered a pair of Doc Marten shoes for my daughter's birthday from Lord and Taylor. They do not sell the shoes in the nearest shopping mall but they do sell them online.
So I called Lord and Taylor to order the shoes. I ordered a women's size 9 (the shoes are unisex). Several days later when the shoes came they were a UK size 9 which is a US Women's size 11. I immediately called Lord and Taylor to let them know the wrong size came.
I told them I wanted a US WOMEN'S SIZE 9. The customer service rep then placed another order. I had to take the first pair of shoes to the mall to return them which was an inconvenience for me. Several days later the shoes came.
AGAIN they were a UK size 9, no US Women's size 9. I again called Lord and Taylor, extremely upset that I once again got the wrong size. I completely explained what happened and the rep said she would correct the problem and note in the order that I wanted a US WOMEN'S size 9. Again I had to take the shoes back to the mall myself to return them.
The third pair arrived several days later and my daughter excitedly opened the box and AGAIN they were the wrong size. I was extremely upset and called Lord and Taylor and asked to speak with a customer service manager. After being on hold for 20 minutes the "regular" rep came back and said nobody was picking up and that someone would call me back. I asked when that would be and she said in an hour.
Two hours later nobody called me so I called again. After being on hold again I finally reached a manager who did not seem interested. He said he saw exactly what happened and he didn't know why they kept ordering the wrong size but he would order the correct size and have it overnighted to me. The shoes should have come today but they did not.
I can't believe how inept and unconcerned each and every person I've spoken with has been. Today when I called to ask where the shoes were I got a very monotone "I will note this in your record." I asked how that would possibly help me.
She told me that putting it in my record was an apology! I've shopped at Lord and Taylor for many years but I will never ever do so again and I will tell everyone I know to never shop there.