Complaints
This profile includes complaints for Talbots's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 98 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Return of clothing article in ******* is not yet credited to my Talbots account after 2 months. Amount $201 + credit of interest for this amount on my Talbots credit card. And credit for the *** return delivery charge. Order Number: 231203TD07047 Order Placed On: 12/03/2023 Returned in ******* Stadium Coat-Talbots Item #: ******** Color: MISTLETOE GREEN ***** Misses 18 ****************** I have made multiple phone calls on this matter, and have been told the issue would be resolved multiple times, and the issue continues to be ongoing with no credit to my account in sight.Customer Answer
Date: 03/13/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 03/15/2024
Please accept our apologies for any inconvenience. Due to system updates the refund to ********************** Talbots Credit Card did not process. We have requested a credit for the item and the shipping costs. We will provide an update when the refund is complete.Customer Answer
Date: 03/18/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Thank you Talbots. I will accept the business response to the complaint once the credit is on my account, and I have received confirmation/documentation from Talbots that the credit has been issued.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 03/19/2024
Thank you for your patience while we researched the issue. We do apologize for the delay. The credit in the amount of $201.45 has now been processed to ********************** Talbots Credit Card. We can confirm that the credit posted on 3/16/2024.Customer Answer
Date: 03/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Thank you Talbots! This is great news. I have just confirmed with ************* that $201.45 has been credited to my account as of March 16th. However, in your 'proposal' to the BBB, Talbots stated the *** shipping charges would also be credited to my Talbots account. The $201.45 does not include the $35.40 I paid *** on January 12th to deliver ********** my return to Talbots. Please advise if Talbots is to also refund to my Talbots account the *** shipping charges. Let me know if you would like a copy of the *** receipt. Thank you.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
Date:03/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered shoes from Talbots on December 27 and was sent the wrong shoes. I contacted customer service and was sent a label to return the shoes. I returned the shoes and Talbots received the shoes on January 10 - Tracking #1Z39FW329098190960. I have contacted **************** 3 times and did live chats with agents and was told I would receive a refund. As of this date, I still have not received a refund.Order #******IE35567 Order Total: *****Customer Answer
Date: 03/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
Date:02/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed an online order on 1/2/2024. Recieved email confirmation on 1/18/24 with a statement that they would contact me when it ships. Item was a gift for my niece and I was shipping to her directly. I also paid for gift wrap. I have never recieved notification of shipping. I phoned 2 weeks ago and was on hold for over 30 minutes and then gave the recorded message my info for a call back. I never recieved a call. I am currently waiting on hold on 2/24/24 hoping to speak with someone. It is of note that the Haven Well Within website shows up as an alternate site tab when shopping on the Talbots.com website. Talbots is a well-known high-end business. I would like to know what happened to my order placed with their affiliate? I placed an order with ******** on the same day and recieved that order. I have never been charged for my Haven order (value $65).Business Response
Date: 02/28/2024
I apologize for the error. I see one order shipping to you and I do see another order shipping to *********************** in ******* **. That order cancelled on January 21. I do not see the reason for the cancellation. We went through a complete ordering system change at that time and it is possible we had an inventory discrepancy. I see the authorization on your **** and an authorization reversal as well for the $64.27 so you were not charged. I am so sorry you did not receive the email notifying you of the cancellation and that you have been unable to reach anyone for assistance.
This is not the service you expect from Talbots and not the service we try to provide. I hope you will give us another opportunity to do what is right for you! Thank you for your patience.
*************************
Initial Complaint
Date:02/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 14, 2024 I ordered a sweater from Talbots, but unfortunately I needed to return it due to the size. On January 23rd it was sent back to Talbots through the *** delivery. I knew it was returned by the *** tracking so I waited for a refund which I knew would most likely take a few weeks. I contacted Talbots first in the beginning of February and never received any email in return. I contacted by email again on February **************************************************************************************************************** the next 2-3 days. It is now February 24th and the credit of $31.99 has not been issued.I am asking for the BBB to help me resolve this matter so I may receive my refund.Thank you for all of your help ***********************Business Response
Date: 03/05/2024
I apologize for the delay in responding to your complaint.
The return of the cable knit sweater was processed and $ ***** credited to your MC ending in # **** on Feb 24. The return shipping fee credit was processed today and should post to your MasterCard in the amount of $8.95.
Thank you for your patience and for being a loyal Talbots customer.
Initial Complaint
Date:02/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Feb. 10, 2024 I placed an on-line order #******IE83568 for 2 garments: ( skirt $ *****; blouse $25.50 = $56.10)I was billed $56.10 to my Talbots credit card the same date. AGAIN on Feb. 10, 2024, I was billed separately for $***** and 2 days later a third charge for $25.50. This was, I assume, because the garments were sent out separately... Whatever the reason, I was DOUBLE billed. This is not the first time I've had this difficulty. I would be less upset about this had I not spent literally HOURS on the phone trying to get help -- from a HUMAN - to rectify this. The most recent call, 4 days ago and 54 minutes in duration promised me a refund. It's still not forthcoming. The institution that handles Talbots financials is dreadful!!! I have been treated shamefully and I am asking the BBB to please intercede for me. I know it's a small amount... but had I not wasted so much time trying to get help, and had this not happened previously, I would not be asking for your assistance. What a shame this company has soiled itself so -- once the top, now not. :-(Thank you.Customer Answer
Date: 03/05/2024
I have not heard from the business in response to my complaint.Business Response
Date: 03/05/2024
Thank you for reaching out to Talbots through BBB. We have done a thorough investigation into the purchases, charges and return credits all on your Talbots credit card. There is only one charge for $56.10 on February 10th, 2024, for order 240210IE83643, 2 items. I have not been able to find a duplicate charge for that amount or for the items listed in that order. We apologize for the delay in response and thank you for allowing us the time to research the matter completely.Customer Answer
Date: 03/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:02/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Talbots received my return on 1/23/24 as you can see by the attached document. On 2/14/24 I contacted them and they said the return was processed. To date I have not received a refund. Today i have tried to call their customer service number several times you get a busy signal and then disconnected.Customer Answer
Date: 03/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
Date:02/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 10, **** I accidentally paid $600 to Talbots credit card while doing electronic bill pay. It was supposed to go to my ************ I received a Talbots statement a few weeks later stating that I had a $600 credit and learned of my mistake. I called promptly and requested a refund. I was assured that since no balance was due and more that 2 weeks had passed at that time, I would have the money back in 10 business days. 02/15/24 I called to verify that the check was on its way and learned that they rejected the refund request and did not notify me. I spoke to three different representatives that say that because the amount is over $500 they will not refund without a letter from my bank stating that it was an erroneous payment and not cyber theft. I called Chase and they are unwilling to write such a letter and also transferred me to several departments, each saying that they cannot help me. I have no where else to turn and need my $600 returned to me. The names of the Talbots representatives are *******, CS Rep; ************************* Acct Specialist; and ************** Acct Specialist. I am attaching proof of the payment and Talbots is not disputing the $600 credit on my account. HELP!Customer Answer
Date: 02/26/2024
I have received the refund from ******** Comenity credit card in the full amount of $600. Thank you for your help.
Regards,
************* *******************************Initial Complaint
Date:02/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Returned an item on 1/23 still no refund 3 weeks later. Not acceptable.Business Response
Date: 02/12/2024
I apologize for the delay in processing your return credit.
Return order N1000000223128 processed for the return of the damaged oatmeal ******* metallic woven sleeve pullover. The credit processed in two parts so you may see two credits to your account. The first credit is for $36.82. The second credit is for $8.95 - I credited back your return label fee.
I will check on these credits tomorrow to make sure they have processed to your account correctly.
Thank you for your patience and for being a loyal Talbots Customer!
*************************
Customer Answer
Date: 02/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
Date:02/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have written to Talbots customer service repeatedly asking for shipping labels for returns for weeks now, with absolutely no response whatsoever. Here is the original email I sent w/o a response: Staff, Please send me the shipping labels necessary to send back multiple items from different orders that were ordered online to get a return going. Here are the order #'s: 240112IC38411, 240108IE25708, and 240126IE73323. Therefore, I need 3 shipping labels so I can print them out, and send back items attached to these orders. Also, there is an item that is missing from my order. It is the 'Talbots Hampshire Ankle Pants Style # ******** red pop size Misses 10' from order #: 240126IE73323. I do not need this pair of pants sent to me again, but I would like to be credited for them. (End of email). Talbots, staff are you going to respond to me or not? What is the problem re: this request and why am I being ignored? I have spent over 15K on your credit card and at least 5K in cash or more. I don't have to shop at your store. I can go somewhere else and get better service! Putting me on permanent ignore is unacceptable.Business Response
Date: 02/07/2024
I apologize for the delay in responding to your emails. We recently upgraded our systems and are now catching up on our emails. I have submitted the request for labels to be mailed to you. They will go out before the end of the week.
I do not find item #********, Red Pop Hampshire ankle pants on order 240126IE73323. I did find a pair ordered on January 8, order 240108IE25708. Is this the pair you did not receive? They shipped on January 9 along with 14 other items.
Thank you for your patience and understanding. We appreciate you being a loyal Talbots customer!
Initial Complaint
Date:02/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Talbots received 3 returns from 3 different orders( I received 3 return received confirmation emails), #******IE95120 on 1/19/24, #******IE86608 on 1/22/24 and #******IE75920 on 1/24/24. I returned all of them rather quickly, two orders I returned next day, so that there would be enough time to receive refunds before my credit card was due for payment. Two weeks after receiving the first return received email on 1/19/24, I still didn't see any refunds on my credit card. So I did online chat on 2/2/24 with ******* and was told that all the returns were received and I should get refund within 24hrs but I didn't see any refund on my credit card. Next day on 2/3/24 I did online chat with **** and this time I was told that they were all credited. But I still didn't see the refunds so again this morning on 2/4/24 I did online chat with ****** and this time she gave all sorts of reasons such as how credit card service was down one weekend and therefore it was taking time. All three agents were polite but all gave me different answers about my refunds. I am still not convinced with their explanations and I just don't feel why I need to make payments for items I don't have and Talbots already received them. Do I need to dispute these charges with my credit card company if I don't receive my refunds when payment is due on 2/8/24? I never have any issues regarding getting refunds from any other online stores. So I didn't think it would be any different. But now if I knew how stressful and time consuming this was going to be, I definitely would have returned them back to the store even though it's a long drive. Thank you.Business Response
Date: 02/11/2024
I apologize for the delay in crediting your returns. I do see the return for order 240106IE95120 has processed with a credit of $128.32 processed to your credit card.
I processed the return from order 240112IE86608 and 240116IE75920. The credits should process to your credit card in the next few days.
Again I apologize for the delay. We installed a new ordering system in mid -January and it has caused delays in some of our processes. It is complete now and returns should process normally going forward. Thank you for your patience and for being a loyal Talbots customer!
*************************
Customer Answer
Date: 02/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have received refund of $128.32 for order#******IE95120 on 2/12/24. I am still waiting to receive refunds for two other orders. 240112IE86606 and 240116IE75920. However, just now I just saw a credit card charge for the amount of $151.00 from Talbots. I haven't purchased anything from Talbots ever since the issue of not getting the refunds promptly for above mentioned orders. And I don't intend to purchase anything from Talbots in the future. This amount of $151.00 charge should be a refund, not a charge, for 240116IE75920. I have been waiting patiently to receive two more refunds so it is extremely frustrating that now Talbots is charging me for the amount which should be a refund instead. If this charge is not cleared, I will dispute the charge with my credit card company. Thank you.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Wakako
Business Response
Date: 02/20/2024
The return for order 240116IE75920 processed for the amount of $137.27 to the **** ending in #****. The duplicate charge processed on Feb ***************************** #**** was processed today. You should see the credit post in the next few days.
The two return credits for orders 240112IE86608 and 240106IE95120 both processed to the **** ending in #**** in the amount of $128.32 each. One processed on Feb 9 and the other on Feb 11.
I will follow up on the credit for $ ******************************* #**** and email you when it posts.
Thank you for your patience.
Customer Answer
Date: 02/22/2024
I have finally received all 3 refunds for 3 returns. 2 refunds (2401066IE95120 and 240112IE86608) back to one my credit. 1 refund (240116IE75920) to another card. However, regarding $151.00 charge posted on Feb. 11, I did contact my credit card company and they even had to issue me a new credit card because it was unauthorized charge. They are investing this case at this moment. But they also suggested I contact Talbots customer service so I did live chat with one of agents (******) and she told me that Talbots never charged me anything on Feb. 11th. And they have no record of this charge. So I was going to contact my credit card company and explain that Talbots stated that they never charge me on Feb. 11th. But this latest reply from Talbots implies that I should be receiving $151.00 credit for double charging me. I am hearing two different explanations from Talbots. I am going to wait to see if it was indeed that I was double charged and I should be getting a refund of $151.00 in a few days. If not I will let my credit company to do its own investigation. Until then I will not accept the latest response from Talbots. Thank you.
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Wakako
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.