Unfortunate All-Around Experience at Lord & Taylor

I totally agree about the gum. Disgusting.
As for the return, the reason she probably wouldn't commit over the
phone is because many times, especially with things such as intimates
which have a few other restrictions on their return guidelines. If
you were to call and ask "are Spanx returnable" and she says yes, then
you show up with an old funky pair with today's receipt...you can see
the dilemma. Most stores need to SEE the merchandise in order to be
absolutely sure that the customer on the other end of the phone is not
pulling a fast one. I'm absolutely not suggesting that YOU are, but
there are those idiots out there that make it difficult for the rest
of us.

my grammar stinks. :)

I agree.

Let us know what they do for you when you return and show them the
item. If they can't do anything, you might contact the Spanx
manufacturer directly. With this being an intimate item, it may be
harder to return through the store.

As far as the customer service goes, I have to think that Lord and
Taylor would discourage this kind of behavior as a company. However,
you will always end up with those "bad seeds". Unless this is a
common occurrence among L&T employees, I would let this one incident
slide and give them another chance.

I can see why you feel the customer service has been subpar so far,
but hopefully they will see that this product is defective when you
bring it in.

It may be they want to see the item in person before committing to
exchanging it. Some people may inaccurately describe the item, then
later complain they were told over the phone an exachange was ok.
Just a thought.

I think an exchange should be no problem. Good luck.