I am extremely disappointed in the declining selection and customer service at the Novi Lord & Taylor. As an avid and loyal customer, I was kept giving the store a chance. But I purchased a watch, 1 day after I did, I brought it to the store because I had a question. It seemed that the second hand was not ticking but the hour hand was. At the watch counter I showed the sales woman and she told me to go to the brand’s store (one is located within the store) because she does not fix things and some other rude suggestions. I just wanted to find my options if I could exchange/return. When I told her I would like to return it she rolled her eyes picked up my merchandise and receipt and walked away without saying a word. After a few minutes I searched around and found her another jewelry counter helping a different customer! It is not just this experience that has led to my decision to no longer shop here, but the constant mediocre service.