This is to inform you of my negative experience with Lord & Taylor, and to request a refund for my online order. In addition, please improve the process and communication for online ordering and pick up. On July 13, 2018, I ordered lingerie for pick up at the Washington, DC location on Western Avenue. I needed it for a bridal shower on Saturday, so it was important that I was able to pick it up on Friday; otherwise, I would've selected shipping to my home. I received the email below, which gave me no reason to believe anything other than the item simply needed to be pulled from the rack and prepared for me to pick up. Also, I didn't receive any communication estimating pick up time, nor that it would need to be shipped from a store in another state--nothing that would prevent me from picking up my order on the same day. Although I never received an email letting me know that the order was ready, it was getting late in the evening and I called to check the status of my order. Unfortunately, the customer service representative hung up on me after I asked to please repeat herself because I couldn't understand what she was trying to say to me. After that, I physically went to the store because I needed a gift before close of business anyway. I considered that after my initial poor response from customer service that maybe Lord & Taylor failed to send me the Pick Up email in a timely fashion. Unfortunately, by the time I arrived, I still had not received a pick up email and was told that the item could've needed to come from another store and that's why it wasn't ready. With the help of a wonderful salesperson, Wendy, we discovered not only did the item not need to be shipped from another store, there were four items on the rack! A manager came to assist and I asked how this scenario could've happened (my order ignored and not prepared in a timely fashion) and she said that certain inventory was available for online orders vs shipping and maybe there was none available for online orders. Well, that not only sounded ridiculous, but as you can see in the attached, there were four items available under both the Pickup and Ship categories for the Washington store. When an item is on the floor and someone orders it, and advance pays for it at that, it should be made available. Lord & Taylor further caused me a significant inconvenience when I discovered at the register that I had to repurchase the item! There is no explanation, particularly in this age of technology, that a customer should be required to repay for an item that they already paid for online. It's illogical and ridiculous. I was already inconvenienced and frustrated to learn that my item sat on the rack as I "sat" at home waiting for my Pick Up email (which didn't come until Saturday after I would've needed the item), but that Lord & Taylor thinks it's acceptable to tie up my funds because they have a flawed process for online ordering. The reason customers use online ordering is for convenience and streamline processing--this experience was the total opposite. I'm currently receiving emails daily informing me that my order is ready for pick up, and Lord & Taylor has collected funds for two items! The process is so flawed that my transactions are totally unrelated in the system! Please credit my account as soon as possible, and invest resources to bring your company's process to the 21st century by leveraging the processes of other companies that have been successful in this area. Sincerely, [removed] EMAIL RECEIVED: July 13, 2018 at 12:49 PM YOUR ORDER IS CONFIRMED Order Number: [protected] Order Date: 07/13/2018 One or more of your items is selected for in-store pick up. Your order is currently being processed, but we will send you an email when your item(s) are ready for pickup! Please hold off on collecting your item(s) until you hear from us.