I purchased an item at the cosmetics department at Lord and Taylor in Annapolis Mall, but had to return it because it broke me out.
I went into the store to return the item and I had to wait 20 minutes for any type of service. Only 2 people were working at the counters. When I approached a CSR at the Shiseido counter to make the return, the lady refused to issue my return because I had purchased the item from the Clarins line. It is not an issue at other department stores to return cosmetics from a different brand at another cosmetics counter...

I waited 10 more minutes until the "correct" CSR asked me what I needed. I told her I needed to make a return and gave her the item and receipt.
She looked at me and said "I can't issue you the refund because you used it."
Flabbergasted, I said that it had not been an issue before. The CSR began to get defensive and said that the return policy stated that any opened items could not be returned and had been in effect for several years. She then asked me if the product had been tested on my face before purchasing. I said no, it had not been tested on my face.
The the woman said she thought I was lying saying my face looks fine and I told her that I cover my blemished well and it's really none of her business. And why is she accusing me of lying and giving me a hard time? I tell her that there is no reason for me to shop here anymore because stores such as Nordstrom do not give me this BS.
The CSR then says "Nordstrom won't allow you to return opened cosmetics products anymore now. Do you buy, use, return cosmetics products all the time?"
I tell her that I return items that I am dissatisfied with, in which she has nothing more to say other than she can issue me store credit, which would have been fine 15 minutes ago before the interrogation.

I am issued $30 in store credit, which I fight to the end because I do not want a single penny of my money to be spent at Lord and Taylor again. A CSR from Clinique comes over to me on the way out and says that this happens all the time and employees are also given a hard time when they issue refunds...TYRANT.

I will NEVER SHOP THERE.

Lord and Taylor's employees are scammers; they will not reply to your queries properly and leave you with mess. I was trying out some outfit for myself. I found the dress I wanted in Misses but it didn't fit me. My friend told me that I will get it in Women section and so we went there. I was surprise to see that the price of the dress was double of Lord & Taylor. The price of the dress in Misses was $206. The employee whom I ask about the difference of price was first of rude and then he told me Misses dresses are far old so they are given discounts on them and disappeared in crowd. Again we went in Misses on inquiry I came to know that the dresses in Misses section are just stocked in two days back. I talk to managers, surprised, told me that they could do nothing to help me out. I do not find this store a reliable and worthy for shopping the service is very poor and vast price difference.

On Saturday, November 29, 2008 at approximately 10:00 A.M. I entered Lord & Taylor with my six-year old son, cousin and best friend to shop. At about 11:15 A.M. my son and I were both escorted to the cashier counter in the shoe department which is located on the second floor of said location by the nice floor sales person who had helped me. He asked an African American cashier to handle my transaction while he made a phone call to another store because I was making a purchase of two items. One a pair of black patent leather loafers and a pair of black patent leather boots which were not in stock. I then handed her a Lord & Taylor gift card valued at $500.00 dollars. She swiped the card and then stated that she needed to get approval first. I thought that was rather odd because I have used gift cards in the past at that store and other stores and never had to get approval. At which time the male floor person placed a call to another Lord & Taylor that had the boots. After giving the sales person over the telephone my credit card information I waited for the cashier in front of me to finish my transaction with the shoes that I was purchasing. Well, about ten minutes later I was accosted by a gentleman. the stores Executive Investigator, who demanded to know were I had gotten the gift card from. He stated, " that the gift card was obtained in an fraudulent manner." At which time I informed him that I had received the gift card from my boyfriend as a Birthday gift back in October and that I was in possession of a second card. He then accused my boyfriend of purchasing the cards off the street, on-line or with an fraudulent credit card. I told him the my boy friend would not do anything like that. He then asked me to come with him to settle the situation. I then told my son to go over to my cousin and best friend who were waiting for me on the sofa. I immediately attempted to place a call to my boyfriend but was unsuccessful due to bad reception. While waiting for the elevator to arrive I placed a second call to my boyfriend which went through and I told him what had occurred. I then noticed a young Hispanic female who was dressed in civilian attire following us and I questioned who she was and was told by Mr. Doug Owen, Lord & Taylor investigator that she was with him. I then realized that she was a Lord & Taylor undercover security officer. At this time Mr. Owen decides to take me downstairs through a rear stairwell, which led to a security office. He then states, "that the bank had stopped the transaction from going through." Once inside the office I was immediately asked for some identification. As I produced my NY State Drivers License and second card which was still in the Lord & Taylor gift box, a third security officer walked into the room from the back office. I was asked again about the gift cards. I then called my boyfriend again for the third time via cell phone. He informed me that he purchased one card in cash and the other on his Citibank Master Card. I asked him if he remembered which card and if he had charged it on a Citibank card that I had in my wallet. He replied he wasn't sure and asked me to provide him with the credit card information because he would call Citibank himself. During the entire time that I was detained in the security office the female security officer who sat on my far right and the African American male security officer who was on my far left both glared at me in an menacing manner. At one point the male security officer got up from his chair, turned his back to me which revealed a pair of handcuffs. I then stated out loud, "oh, are you going to arrest me." without responding they both just sat and continued to glare at me. I immediately felt intimidated, threaten, humiliated and embarrassed. The security officer then stated that he could find out in minutes if the card was purchased on the Citibank card that I had in my possession. I then handed him the card and he went into a backroom with it. While waiting for him to return my boyfriend called me and stated that he had gotten in contact with Citibank and that the transaction had gone through back in October when he brought the card. At this time Mr. Owen and the security officer returned from the back room and stated that the purchase was not made on that particular card. While I had my boyfriend on the telephone I asked Mr. Owen if he wanted to speak to boyfriend directly. They spoke briefly and I heard Mr. Own, ask him which location did he purchase the card from. Then Mr. Own replied to my boyfriend that he would issue me two new cards at the same value that the other cards were issued for. Mr. Own, then handed me the phone and then claimed that he had called Citibank himself and that the person that he needed to speak with wouldn't be in until Monday morning. Mr. Owen, then proceeded to make copies of the old cards and my drivers license. I then asked, " why did he need to retain a copy of my identification." He replied, " to show who was in possession of the so called fraudulent gift cards." He then stated that he would issue me two new cards and that I needed to accompany him to the seventh floor. As we were about to exist the room the female security officer asked him if she needed to accompany him as well and he replied, no! and then handed her the gift box that had contained the second gift card. After being issued the two new cards I returned to the second floor to get my family. As I entered the shoe department embarrassed and humiliated I could feel all eyes were on me. All the sale people and cashiers were whispering and talking among themselves about me. My six-year old immediately asked me if I was okay and where had I been. I felt like I was being racially profiled because of the color of my skin and the amount of the card. I believe if I had been of a different skin tone things would have been handled differently. I would have never been accused openly in front of the entire shoe department of being in possession of fraudulent cards. My boyfriend is a well respected business man who would never jeopardize me, his business or his good name with some fraudulent scam. In fact, earlier this year he was listed by the Better Business Bureau as one of the business to patronize if you wanted honesty and good work. I will never patronize Lord & Taylor again and I would like to have returned to me all the copies of my identification what was fraudulently obtained from me!

I had the misfortune of getting a sales woman with no patience, very rude, and rushed me through the whole ordeal of a sale and return, July 11th It was the manner in which she did it, I'm under the impression that she thinks this will never be reported. When I got on the main floor I asked another sales person how I could get this persons ID number and she showed me on the receipt that her ID would be 214981 040 above that was 660-001-192-6284 this person needs to be retrained AGAIN. Its ashame that you have to run into these people, Then on my way out of the store I saw a sweater I really liked you were having a sale so I went over to the sales person again on the 5th floor and asked her if she could scan the item to see if it was on sales she asked me where I had been they announced that the store was going to close and she was busy getting her register together and I had two announcement. (It was the manner in which she spoke very NASTY, and like I was a CHILD) in other words DON'T BOTHER ME NOW I'M COUNTING UP TO GO HOME AND YOU SHOULD HAVE BEEN LISTENING - she was closing up the register on the 5th floor in the SIGNATURE DEPT.

I REALLY LIKE LORD & TAYLOR AND SHOP THERE OFTEN BUT SOME OF YOUR SALES PEOPLE ARE GETTING OUT OF HAND. This incident happened on July11th, 2008. I'm sure both these sales people would never think this would be reported.