Heidi Norton
Lord & Taylor, a 200-year-old luxury department store, filed for bankruptcy in August 2020 and announced the closure of its 38 stores. The company's return policy has drastically changed since then, with no exchanges or returns accepted for items bought on or after August 27, 2020. This policy change has disappointed customers, particularly those who received defective products, like a bottle of perfume with virtually no fragrance. With the new ownership of Regal Brands Global, Lord & Taylor aims to revitalize its brand and restore its reputation for exceptional customer service and quality. However, it is unclear if the new management will adjust the current stringent return policy, which treats perfume as a non-refundable and non-returnable cosmetic item.
| Characteristics | Values |
|---|---|
| Return policy | No returns or exchanges on items bought after 26/27 August 2020 |
| Refunds | No refunds on items bought after 26 August 2020 |
| Adjustments | No adjustments for earlier purchases |
| Online returns | Closed |
| Customer care | Automated voice message |
| Store closures | 38 stores closing |
| Bankruptcy | Filed for bankruptcy in August 2020 |
| New ownership | Acquired by Regal Brands Global |
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What You'll Learn
Lord and Taylor's return policy
For items bought on or after 26 or 27 August 2020, Lord and Taylor will not accept any exchanges or returns. The company will also not make any adjustments for items bought before this date.
According to Lord and Taylor's website, returns must be unworn, unwashed, and undamaged to be eligible for return. This ensures that all returned items are in a resalable condition. Items must also be in their original packaging with the tags still attached. The company does not offer exchanges or credits for items that have been altered, personalised, or are of a gourmet nature.
Used merchandise cannot be returned unless it is defective. Items bought at a clearance centre or outlet locations also cannot be returned.
There is a USD 9.95 return fee that is deducted from the refund to cover the cost of processing and shipping the return.
If you wish to return an item, you can start an exchange through the Returns Center on the Lord and Taylor website.
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Returns for items bought before August 27, 2020
Lord & Taylor's return policy has changed drastically due to the closure of its 38 stores. The company filed for bankruptcy in August 2020 and is no longer accepting returns or exchanges for any items, including those bought before August 27, 2020.
If you attempt to contact customer care, you will only encounter an automated voice message informing you of this policy. The company's website also states that there will be no refunds on items bought after August 26 and no adjustments for earlier purchases.
This means that any items bought before August 27, 2020, cannot be returned or exchanged. The company will not entertain any requests for refunds or adjustments, and customers are being asked to keep their purchases. This policy change is due to the company's financial situation, as they have filed for bankruptcy due to the shift to online shopping.
While Lord & Taylor is still operating, with new ownership by Regal Brands Global, it appears that the return policy remains strict. A customer who purchased a bottle of perfume with no fragrance was denied a refund and told to contact the manufacturer directly.
As such, it is highly unlikely that items, including perfume, purchased before August 27, 2020, can be returned to Lord & Taylor. Customers are advised to retain their purchases and may need to consider alternative options, such as selling or trading unwanted items on the used marketplace.
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Returns for defective perfume
As of 2023, Lord & Taylor's return policy is non-existent. The company filed for bankruptcy in August 2020 and closed its 38 stores, and therefore will not accept any returns or exchanges for items bought on or after 27 August 2020.
However, one customer reported that they were unable to return a defective bottle of Shalimar perfume purchased online. The customer claimed that the perfume had virtually no fragrance, but customer service refused to offer a refund or return, instead instructing them to contact the manufacturer directly.
Lord & Taylor has since been acquired by Regal Brands Global, which has stated its commitment to restoring the brand's reputation for exceptional customer service and quality. It is unclear whether this will result in a change to the company's return policy for defective perfume or other products.
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Customer service
In terms of returning perfume specifically, there are a few factors to consider. Firstly, it appears that Lord & Taylor's return policy has undergone changes, especially after the company filed for bankruptcy in August 2020. According to some sources, the store's return policy is now described as "militant" and "practically non-existent." The company's website states that there will be no refunds or exchanges for items purchased after a certain date in August 2020, and no adjustments for earlier purchases. This policy change has left customers with unwanted items unable to return or exchange them, even if the store is closed or the item is defective.
One customer shared their experience of purchasing a bottle of perfume from Lord & Taylor, which turned out to have virtually no fragrance. Despite the product's apparent defect, customer service refused any refund or return, treating fragrance as a cosmetic item. The customer was instructed to contact the manufacturer directly, which left them feeling dissatisfied and resulted in the loss of a loyal customer.
On the other hand, Lord & Taylor has also received positive feedback for its customer service. One review highlighted the helpfulness of the sales associates and the pleasant shopping environment, free from the crowds typically found in other department stores. Additionally, the store is praised for its variety of merchandise, quality, and value.
Moving forward, Lord & Taylor, under new ownership by Regal Brands Global, has expressed its commitment to restoring the brand's reputation for exceptional customer service and quality. The company plans to introduce new products, focus on innovation, and revitalise the shopping experience.
Overall, while Lord & Taylor has faced challenges in recent years, particularly with its return policy and certain customer service interactions, it also has a history of providing pleasant shopping experiences and unique product offerings. As the company embarks on a new chapter, it remains to be seen whether it can successfully deliver on its promise of exceptional customer service and restore its positive reputation.
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Online orders
As of 2023, Lord & Taylor's return policy has been described as ["militant" and] "practically non-existent". The company filed for bankruptcy in 2020 and closed its physical stores, and customers have reported difficulties contacting customer service and receiving refunds.
According to Lord & Taylor's website, eligible items purchased online can be returned within 30 days from the date of purchase. Luxury items have a return window of 14 days. All items must be unworn, unwashed, and undamaged, with original tags and packaging still attached. Final sale items cannot be returned. If an item is returned after the return window has expired without authorization from a customer service team member, the return will be considered forfeited.
To initiate a return, customers can visit the returns centre on the Lord & Taylor website or contact customer service at [email protected]. It is recommended that returned items are sent via a traceable and insured method.
Lord & Taylor offers Package Protection for a fee, which covers loss, damage, theft, wrong items, defective items, and missing items during shipping. If something goes wrong, customers can file a claim, and if approved, they will receive a refund or reshipment. If Package Protection is removed at checkout or not applied to an order, Lord & Taylor is not liable for any lost, damaged, or stolen packages.
Some customers have reported issues with returning items, such as not receiving a pre-paid return label or not being issued a refund for returned items. There have also been instances of customers receiving the wrong items or items that are defective.
It is important to note that Lord & Taylor does not have access to orders placed prior to October 2024.
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Frequently asked questions
No, you cannot return perfume to Lord and Taylor. The company has filed for bankruptcy and has a strict no-refunds policy.
The Lord and Taylor exchange policy is non-existent. You cannot exchange items for a different size or colour.
Whether it's 90 or 9 days since purchase, Lord and Taylor will not accept returns.
No, if you call Lord and Taylor, you will find their customer care is offline.
