Business Profile

Clothing

Ann Taylor

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ann Taylor's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

163 total complaints in the last 3 years.
43 complaints closed in the last 12 months.

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Submit a Complaint

The 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:07/06/2025
Type:Sales and Advertising Issues
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 purchased two lady suits and returned both. I spent over $300. I never received a refund from the business. When I contacted the customer service to inquire, they stated a gift card had been mailed. I did not receive any gift card. I do not want a gift card. I want a refund.
Business Response
Date: 07/08/2025
As a follow up to this customers complaint, the customer received an *lectronic Gift Certificate sent via email. The customers return was more than 30 days outside of our 30-day Return timeframe (close to 70 days from the date of purchase). Our return practice is outlined on our website, stores,and invoices for customers to reference. We can certainly resend the * Gift Certificate if necessary. We always recommend customers check their spam folder if they didnt receive it. We have verified it was sent to the email address used for this online order.
Sincerely,
Corporate Customer Service
**********************/**********************
Initial Complaint
Date:06/18/2025
Type:Delivery Issues
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 placed an order for 4 dress pants at Ann Taylor on June 8, 2025, Order # ************totaling $230.91 I did not receive my package like my email notification said it did. I notified Ann Taylor store on todays date 6/17/2025, and they told me to file a claim with the mail carrier. I want the store to resend me my items. Why should I miss out on the goods I paid for for something completely out of my control?
Business Response
Date: 06/23/2025
BBB:
As a follow up to the complaint submitted by ***** ******, we have processed a credit to her Apple Pay used for this order in the amount of $230.91. It may take 1-2 business days for the credit to post. We are unable to replace the order due to security reasons and the credit card information needing to be provided by the customer. The customer can contact us at * *** **** ********************** for an agent to assist in the order placement and/or the customer can place it online at ******************************.
Sincerely,
Corporate Customer Service
**********************
Customer Answer
Date: 06/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ******
Initial Complaint
Date:06/06/2025
Type:Product Issues
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 received a gift card refund, but the gift card is unusable. I reached out to customer service multiple times via email for a gift card and received no response. I have been on the phone for nearly one hour and they say they are sending a refund, but will send no email verification and I do not trust it is happening. For such a large organization, their customer service is terrible, this could have been easily remedied. I feel like this is a scam and likely happening to many people.
Business Response
Date: 06/09/2025
Hello,
We are responding regarding BBB ID ******** in refence to a complaint from ****** *****. The customer is stating an Electronic Gift Card (EGC) that was issued to her as a return credit from an online order #************ is unable to be used to place an order. Upon researching the order, a replacement EGC was issued on 6/8 by our ************************************************************************** **********************
Initial Complaint
Date:06/02/2025
Type:Product Issues
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 May May 26, 2025 I ordered a blazer and pants from Ann Taylor. I used Klarna as my payment method. The blazer was unavailable and never shipped. That item was cancelled by Ann Taylor. However, I am still being charged by Klarna. The ****** representative advised that in order for the price adjustment to occur, Ann Taylor must advise ****** that the item never shipped and was canceled. Ann Taylor refuses to follow the process and will not issue a price adjustment or communicate this fact to Klarna. I have made several phone calls to Ann Taylor. I spoke with an Ann Taylor representative today, 6/2/2025 named ****** who place me on hold several times. The call lasted for over 41 minutes with no resolution. I explained to ****** that while I can see that the item was cancelled, Klarna cannot see the cancellation and cannot adjust my account until ********************** follows the process. His words to me before ending the call: "Call Klarna". I no longer trust Ann Taylor and am returning the pants today. In the interim, I want the price adjustment/refund to Klarna for the Blazer.
Business Response
Date: 06/02/2025

Hello,
We are responding regarding BBB ID ******** in refence to a complaint from ********* *****. The customer is disputing a charge from a recent online order #************ for an item she did not receive. Upon researching the order, two items were ordered totaling $207.06. One item failed, therefore resulting in a charge of $70.05 for the item that was sent (see attached). There is no additional credit due.
Sincerely,
Corporate ************* **********************/**********************

Customer Answer
Date: 06/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is not resolved. I never asked for a refund. Ann Taylor is supposed to notify Klarna that the item was canceled by Ann Taylor. This is done in order to prevent Klarna from charging ME. Per Klarna, Ann Taylor has received payment in full from ******. Ann Taylor should follow the process and notify Klarna that the item was never shipped and Klarna should credit me. Ann Taylor refuses to do so after several conversations with them. Not satisfied and not resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

********* *****

Business Response
Date: 06/16/2025
Weve verified with our ********************** that she was only charged for the item received. We are unable to assist further as the communication sent is correct.
Sincerely,
Corporate ************* **********************/**********************
Customer Answer
Date: 06/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

********* *****
Initial Complaint
Date:05/16/2025
Type:Sales and Advertising Issues
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 returned an item within the 30-day policy on 5/4/25 (#****************), and I was unknowingly issued a merchandise credit (note that I presented my original receipt for the return). I checked my credit card account repeatedly for the refund, then had to contact Ann Taylor to help me with the issue. They advised that I had to physically return to the store due to the associate's error, however I live 50 miles from the location, which is a major inconvenience. I should not be penalized for the store's mistake and have every right to a full refund per their policy. I will accept a refund check from the corporate office.
Business Response
Date: 05/22/2025
BBB:
As a follow up to this complaint, we have been in contact with the customer. The error with the return has since been resolved. We have apologized to the customer for the overall frustration.
Sincerely,
Corporate Customer Service
**********************/**********************
Customer Answer
Date: 05/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *******
Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
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 returned 2 items total in store for an amount of $173 back in March and they said Id be able to access with my phone number online. When I tried to access , they said I needed an MCOA number and I no longer had my receipt. I tried calling the store I went to and reaching out multiple times to the client services email. No one has helped me since.
Business Response
Date: 05/16/2025
BBB:

Unfortunately, we are unable to open the attachments to try to find the transaction. Can the customer please provide the date of the return, store # location, and amount so we can try to locate the details.

Sincerely,
Corporate Customer Service
**********************
Customer Answer
Date: 05/21/2025
Please below information

**** ** ******* ***** *** ****
********* *******************************************************************
******* ****

I really hope this issue can be resolved. It has been months of no reply and no one has reached back out to me despite providing this information multiple times.

Thanks
Business Response
Date: 05/23/2025
This customer was issued a Merchandise Credit on Account (****) as her return was past 30 days (Order placed on February 4, 2025 and returned on March 14th). The return was processed according to our guidelines. In fact, the **** was issued for more than what she paid on her order which was $137.92 so it is unclear why the **** was a higher value than owed to her. As a one-time courtesy, we have processed a credit to the credit card used for the initial order. The credit will take 1-2 business days to post to her account. The **** has been devalued. In the future, we will not offer this exception.
Customer Answer
Date: 05/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *******-*****
Initial Complaint
Date:05/12/2025
Type:Service or Repair Issues
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.
Over two weeks ago, I ordered over $600 of clothing from their website. They only sent part of the order and have refused to cancel the part of the order they havent sent. I sent back part of the order as a return and they issued a refund for that part. I want the part that hasnt been sent to be cancelled and refunded. I paid for expedited shipping which stated that the order would be delivered in three days. Ive entered the order number below. The pictures contain the items that are still processing and havent been shipped that they wont cancel and refunded.
Business Response
Date: 05/15/2025
BBB:
As a follow up to this complaint, we are truly sorry for the overall frustration. We were able to cancel the remainder of the items on the order. We have also shared the concerns with our internal teams.

Sincerely,
Corporate Customer Care
**********************/**********************
Initial Complaint
Date:05/03/2025
Type:Service or Repair Issues
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 placed an order for expedited shipping. However, my product arrived late. I called customer service over a month ago and was told they would refund the shipping charge of $24.95. However, the refund never happened. I want a refund for the shipping charge immediately
Business Response
Date: 05/03/2025
As a follow up to the complaint submitted by ****** *******, we are sorry her package didn't arrive as expected. We have processed a credit for $24.95 to her ****** account. Please allow 1-2 business days for the credit to post.

Sincerely,
Corporate Customer Service
**********************/**********************
Initial Complaint
Date:05/01/2025
Type:Customer Service Issues
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 placed an order on April 22nd for a suit SET. Ann Taylor only shipped one of the items a blazer and has not shipped the matching suit dress. I have reached out to customer service repeatedly about the item that had yet to ship. **************** has NOT responded. Other customers ordered the same dress in the same size and their order has shipped. The item was in stock on their website every day for the TEN days I have been waiting for my dress to ship. To date, my dress has still not shipped. It renders the blazer useless it was purchased as a SET. The store needs to ship the dress immediately.
Business Response
Date: 05/01/2025
BBB:

We are sorry to hear of any frustration with a recent order #************. The item has failed due to low inventory and was not shipped. The customer is only charged if the item shipped.Unfortunately, the item is no longer available to fulfill for the size, item ordered.

Sincerely,

Corporate Customer Service
**********************/**********************
Customer Answer
Date: 05/01/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

There were orders placed after mine in the same item and size that were fulfilled. That is unlawful. My order is to be fulfilled before the later orders. This needs to be rectified.
The item was listed as in stock on their website for TEN days where orders were placed and shipped. This is entirely unacceptable.
That resolution is unacceptable as the entire order needs to be fulfilled or the entire order is to be refunded. I bought a suit SET. I have no use for a blazer that is not accompanied by the matching suit dress that I ordered.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** *******

Customer Answer
Date: 05/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

There response is not resolving the issue. They said that they turn to stores to fulfill orders, yet a store had the item and did not ship it. I placed an order today for pick up from a NJ location order # ************ this order should be shipped to me and price adjusted. I should not have to drive an hour there and an hour back from *** to get the item that was supposed to be shipped to me.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** *******

Business Response
Date: 05/14/2025
Our records indicate Order #************ the order that was placed by this customer for in store pick up was picked up on May 10th.
Initial Complaint
Date:04/28/2025
Type:Product Issues
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 return an item that i purchase at Ann Taylor . I was expecting a refund back to my credit card but the store issue a gift card because few day late. I talk to customer service that I ************************* control how long it took to receive and process it. Now I stuck with gift card for $50.00 which I cannot use because the sizing at Ann Taylor does not work.for me.
Business Response
Date: 04/29/2025
Hello,
We are responding regarding BBB ID ******** in refence to a complaint from ******* ********. The customer is questioning a return credit that was issued to an Electronic Gift Card (EGC) instead of her ****** account for an online order returned to online. For an online return, the 30-day return period begins from the order date, which for order # ************ is 3/19. The order was delivered on time on 3/22, before the promised date of 3/28. Since the return was received on 4/27, per our return policy an *** was issued. As of 4/29, we processed a credit of $49.19 to her ****** account associated with the order. The *** has been devalued. Thank you.

Sincerely,
Corporate ************* **********************/**********************
Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ********

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Ann Taylor is NOT a BBB Accredited Business.