"A Virtual Comedy of Errors"

I spotted a suitable winter coat on sale at the Oakville Place on the weekend, and tried one on. It was a little tight in the arms, so the Sales Associate checked online to see if there was a slightly larger size, and found one which she offered to have shipped to my home. That seems to be the default arrangement - to ship to the customer's address rather than the store, after which they could try it on and return it on site if it doesn't fit.

I normally never buy clothing online because it is such a gamble in terms of style, fabric and size. Furthermore, my experiences with courier services have been stressfully aggravating and unsuccessful. However, I knew what the smaller sized coat looked like on me, and felt reasonably sure that the next size would fit fine. I was reassured that I could get a refund if it doesn't; and was offered the option to bring the coat into the store and compare its fit to the smaller size.

As I had just moved, I couldn't remember the postal code or my new phone number. The sales associate looked the postal code up online, so that was entered into the computer, but I explained that I would have to call back with my new number. In the meantime, I gave her my cell number, which I emphasized is rarely used, so the store/courier may have a problem reaching me at that number. Having a variety of errands to run, I didn't have the opportunity to follow up until the next day; hence my call was answered by different sales associate. She said she would add this number going forward, but the courier request had already gone through and it was too late to update the information on their end. Fair enough.

I received tracking notifications from Purolator yesterday and today, and everything seemed to be running on schedule until I received an email alert saying Purolator was unable to deliver the package because of missing or incomplete unit number, which the sales clerk at the store where I purchased the coat included when she verbally confirmed the address. The only thing I could think of was an entry code; however, there is a directory with the names and corresponding entry codes, so it that were the case, they would be easily able to find it.

I called Laura/Melanie Lyne first to report the situation, and she sounded confused and unsure of what to do, then put me on hold. After a while I hung up and called Purolator customer service and was put on hold for some time. The call center agent took my tracking number and informed me that the unit number was missing. I gave her the information along with the entry code, and she said they would have it shipped out again. Then I asked what the process was for cancelling the order, and arranged to have the coat returned to the shipper.

I immediately returned to the store to request a refund, but of course, that could not be arranged until the other store received the coat. Understandable. Another sales associate said she was trying to call me on my cell phone, despite my calling yesterday and updating my landline number at which I could be reached. I looked for the piece of paper on which I had written it down, but was unable to locate it, so I said to the other clerk that she had it on the computer because I called it in yesterday. When she checked, it was not there, only my cell number. So yesterday's customer service representative neglected to update this information despite confirming verbally that she did so.

The senior associate in charge informed me that the clerk at the store from where the coat was to be shipped did not enter the unit/apartment number and that's why Purolator could not deliver the package. When I mentioned the entry code, she said Purolator doesn't look up anything. If the company is fully aware of this, why are they using these inefficient courier services at the expense of the customer?

Since I really liked the coat, I agreed to arrange for it to be shipped to the Oakville Place location, where I could try it on, and if it didn't fit or I didn't like it, I could get my refund. However, whether or not the sales associates will honor this promise remains to be seen.

I will NEVER have anything ordered from their website or another store again. It is unacceptable that you have to pay for an item in advance before seeing it and trying it on. I'm finding that since COVID, this has become a racket, and stores have less in-store variety and stock while pushing for online orders. I'm dismayed at the consistent lack of customer service and overpricing that is evident from so many reviews. Thank you all for speaking up.

"New Coat Sent out"

I had submitted new comments, but I don’t see them yet, So I’m adding , another review ,the ivory coloured beautiful jacket ,in this case 5 !!!!! Times a charm,the Laura Store finally!!! did right, by me ,they sent me a new jacket, from the Laura Store, it has no issues with it,Finally !the coat arrived perfect .Thank you for making things right,and this is how, and what you should do. Now I can enjoy my new coat with no issues. Thanks for sending out another one and taking care of it. The problem I had after the 4 th !!!!coat arrived,and still was in bad condition. Thank you for resolving everything ,a Long time customer Ms.M.Fontana

"I have been a dedicated customer of Laura Canada"

I have been a dedicated customer of Laura Canada and have been very satisfied with my purchases. I do my shopping online because the nearest store is 150 km. I recently purchased a jacket but it did not fit me so I decided to return it. A $250 jacket. To my surprise I had to ship it to Quebec AT MY OWN expense. It cost me $34. PLEASE BE AWARE OF THIS. I will not be shopping here any more

"Laura Canada"

Laura Canada

I used to love this store shopping online not anymore. Last year, I spend over 500$ on clothes now they look old. The quality is not there anymore, another think I don't like about Laura shopping online they don't show you the detail of what material of clothes you are buying it seem like everything is made of polyester or bad material, no more option to buy sweater or dress made 100% of coton or wool.

Don't waste your time and money, the price is very expensive, the quality is not there, bad customer service, shop somewhere else, this store will not survive another 5 years.

No, I don't recommand this store.

"Not long ago i went to Laura store at…"

Not long ago i went to Laura store at Côte Vertu and I had a great service from the salesperson Mrs. Anahit. She was very happy to help me find what i was looking for. She took her time with me, Very great worker. Thank you for your amazing service. We need more people like you.

"purchased a coat worth $ 235.Hardly…"

purchased a coat worth $ 235.Hardly wore it for four times and I can all lindt on it .Extremely disappointed !

"I ordered a dress"

I ordered a dress, was on clearance, I applied my 15 loyalty and the the discount the dress including taxes came to $57+. The package was shipped and I was looking forward to my dress. When the package came, it was a small box - Mars doctor, system for anti aging. I was surprised, I have never seen any such product in the store. I called Laura, told them what was delivered, sent a package via email to them. I fi ally received an email to say that no refund would be given, also no dress. I ha e been a loyal customer for over 10 yrs. This is how you treat your customers. Why am j bei g penalized for a shipping mistake? This is the worst customers service I have ever encountered. They basically called me a liar.

"This store is the worst!!"

This store is the worst!!! All they do is give you the run around! We had price tags coming up incorrectly and they wouldn’t give us the price that was marked on the tag! They had us wait till next day to talk with store manager Corine who told us she could do nothing and to call customer service. So I call them they tell me it’s a store issue talk to the regional manager Jamie. I explained everything and Jamie said will investigate and call me back and doesn’t. So I called customer service again spoke with Sina who starts accusing me and asking if I took pictures or have proof! Are you kidding me. What kind of store is this! Absolutely insane! Run from this store!

"I’ve had many great experiences at the…"

I’ve had many great experiences at the Laura store in Montréal, QC. I’m really satisfied! I’d also like to highlight the amazing customer service given by Fatima. She was really helpful and always offers me an amazing shopping experience.

"Second time!!"

For the second time, I have had an awful return experience at the Kelowna, BC store. The first episode was dealt with to my satisfaction, but only after several telephone calls and escalations to upper management. The most recent problem arose from a return that was 2.5 months after the purchase. I did no alterations to the item, did not wear it, and did not cut off tags. I purchased the item in September, and since it was a cold weather item, I did not put it on until the day I needed to wear it. It did not look right and was not fitting well, so I decided to return it. I am a senior and cannot drive at night. I also live 2.5 hours away from this store and only travel to this city when absolutely necessary. When I was told that, due to the return window expiring, I was getting only 75% of the value of the original purchase price AND I had to accept a gift card. Nothing else was offered. So, in essence, I paid for 100% of the garment, but received only 75% of the value when it was returned. Furthermore when I purchased the item, I was not made aware of the return policy, either verbally, or by being directed to read the extra tiny print on the BACK of the receipt. I will, AGAIN!!, be escalating this as far up the ladder of greed as is necessary to achieve A FULL REFUND!! I would definitely NOT recommend shopping at any Laura store.
Pissed off customer in British Columbia!!