Complaints

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

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• 

  Ann Taylor

  7 Times Sq Fl 15 New York, NY 10036-6524

• 

  Ann Taylor

  P.O. Box 571650 Taylorville, UT 84157

• 

  Ann Taylor

  25 Fulton St. New York, NY 10038

• 

  Ann Taylor

  4601 S Broadway Tyler, TX 75703

• 

  Ann Taylor

  11025 Carolina Place Pkwy STE C1 Pineville, NC 28134-7517

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:10/25/2022

  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 several items from a large purchase. The items were sent back and yet I never received a refund. I have contacted customer service via phone, email and chat and keep being told my concern is being escalated to a manager and that someone will contact me in **** days this has gone on for months for over 6 months with no contact from management.

  Business Response

  Date: 10/27/2022

  Hello
  
  I am responding behalf of BBB Concern ********. This client reached out regarding the status of an online return initiated in January 2022. The client stated that she reached out to ****** Services attempting to receive an update but had yet to hear back. Upon reviewing our contact history, we verified an email was sent on 2/16/22 requesting additional details surrounding the return (if another return label was used, if multiple orders were perhaps in the package, etc.) since the return label associated with the order wasn't showing any movement via ***** Unfortunately it appears this email was not replied to so it may have gone to junk or spam. A follow up email was also sent on 6/1/22 advising of the email from February. We apologize if for any reason the client did not receive these messages. While we are uncertain of what may have happened with the shipment the client provided ***** in the interest of customer service we will be issuing a refund for the items selected in her return. The client will receive an automated email confirming the return once completed. Please allow 2-5 business days for any return credits to post. Thank you.
  
  

  Customer Answer

  Date: 10/31/2022

  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:10/24/2022

  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 purchased two pair of suit pants from the company. I was told they could be returned to my local store. My local store would not take them. I reached out to customer service and was told via text to return them and they gave me an address. (I have screen shots of this). I returned the merch via ***** Tracking number ********************** shows they received it August 22. The receipt amount is for $231.08. I have pics of the receipt. I also included the original in the box I returned along with my contact info. I have reached out to text customer service, online customer service, the local store I returned the merch to, and the ***** customer service. They keep telling me they will reach out to corporate for a resolution and they NEVER get back with me. I have been at this for two months; have spent HOURS on this. I have screen shots of the texts, receipt, tracking info, etc. They will not issue my refund. Two weeks ago they finally gave me a Reference # ************* but will not reply to requests to update.

  Business Response

  Date: 10/27/2022

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding a retail store return which was mailed back to our ************************** Unfortunately our Online Store does not have the ability to process returns or exchanges for merchandise originally bought in-store. This is what caused the delay in question. In the interest of customer service though, we forwarded the information to our internal Sales Audit team, and a back-office credit was processed for the client return on 10/20. On 10/20 an email was also sent to the client advising she should see the credit post within **** days. Thank you.
  
  

• Initial Complaint

  Date:10/19/2022

  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.

  On October 4, a family member sent me a virtual Ann Taylor gift card for $250. I tried to use that card several days later by inputing the card number at checkout. The card was initially accepted; however, my purchase exceeded the card balance, so I entered my credit card number for the balance of the purchase. Unfortunately, I made a mistake in entering the expiration date of my credit card, and the entire transaction was denied. I went back to fix the credit card information, and I was prompted to re-enter the gift card number. When I reentered the gift card number, I was informed by the Ann Taylor system that the card had $0 on it. This was not possible, as I never checked out. And because the gift card was accepted initially, I know the gift card was valid. It appears that upon entering the gift card the first time (not upon checking out), Ann Taylor zeroed out the gift card. I first chatted with customer service online, but they said they could not help. So then I called customer service, and I was initially told that there was a hold on my card, that "this happens sometimes" with their website, and that customer service was releasing the hold, and the gift card should be active again "in several minutes." I waited a couple of hours, tried to reenter my gift card, and it was still valued at $0. I called customer service again, and they then changed their story and told me that it takes ***** hours for a gift card over $100 to be released from a hold, but they had flagged my gift card to be released. I waited 5 days and tried to reenter the gift card again. It still reflected a balance of $0. At this point, customer service has made multiple false representations to me about the hold release. I went online to search complaints and found several other people who had experienced this issue, so Ann Taylor clearly knows this is a problem with their website that they are not fixing. I'm happy to provide my reference numbers from my calls with customer service.

  Business Response

  Date: 10/20/2022

  Complaint #********
  
  We are sorry for the timeframe the client had to wait for a resolution. I have removed the authorization hold on this Gift Card. It should be active and ready to use.
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor/LOFT

  Customer Answer

  Date: 10/26/2022

  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:10/14/2022

  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 on 9/3/22, returned two items in the mail on 9/27/22. The amount I should receive back is $198.96. The company will only issue store credit even though the company clearly states online "We will credit you for returns, accompanied by proof of purchase, received within 30-days of the purchase for the price paid in the original form of payment"I was first told my return was 'received' in ************************************ the mail 24 days after the order was placed, and only 2 weeks after received. Then I was told because I used paypal they could not credit me back to original payment.

  Business Response

  Date: 10/19/2022

  BBB: Re: ID# ********
  
  While the return was processed correctly according to our written Return Practice, as a courtesy, we have processed a credit to the client's PayPal account for $198.96 and devalued the *** that was sent. The *** is no longer active. It may take 1-2 business days for the credit to reflect on the credit card used for her purchase. 
  
  Sincerely,
  Corporate Client Contact
  Ann Taylor/LOFT

• Initial Complaint

  Date:10/13/2022

  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.

  ** Sept 30 I placed order ************ and received a defective sweater with a hole in it.I called customer service and was told they would send me a return authorization and a replacement sweater as well as provide me with a 25% discount for my trouble and their error.When the agent started to process the exchange she then informed me after many minutes of providing all my information and multiple times on hold that they could not process an exchange to send me a replacement item OR give me a discount since I'm based in ******. I asked to speak to a supervisor. I waited on hold twice but was told no supervisor was available because they were "in a meeting". I was told someone would follow-up by email. I confirmed my email with the person on the phone and they also had it on record because it was on my order.No one responded. The next day I sent in an email inquiring again and provided a photo of the damage. No one responded. I sent multiple more follow-**** Today on October 13 I received a response informing me that en email was sent to my other email address on Oct 4 (this email was not on my order nor what I provided on the phone). The response simply reiterated that they cannot process exchanges due to me being international and told me to return it.Loft promised to send me a replacement and a discount due to their error sending me defective merchandise. Now they are NOT providing this to me and also expect me to waste time driving to return the defective, unsellable item, placing an order again, and contacting them separately to get another reimbursement for duties and shipping.This will take up over 3 hours of my time in total for their error.I am very frustrated with the misinformation provided and their refusing to offer any solutions that don't put the onus of the resolution of their error on me. I wanted a replacement but at this point I would be happy with just a refund (without having to spend 60+ mins returning the defective item).

  Business Response

  Date: 10/27/2022

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding an online order shipped Internationally that arrived with a damaged item. ****** was upset with the resolution options presented by ****** Services, and is requesting a refund. For any items that are delivered defective or damaged, we're more than happy to facilitate a defective return or exchange. Given this client is outside the US, a Return Merchandise Authorization was emailed to the client to allow her to mail back the damaged item. If the client mails back the item a full refund will be processed for the defective item. Unfortunately we are not able to issue refunds if the product itself is not returned.
  
  As a replacement option, we have offered the client to reorder the style at her leisure. The International ordering process is managed via a 3rd party vendor (**********) so we do not have direct access. However, if the client elects to reorder this item we've offered to complete a 25% price adjustment after the fact, as well as refund any shipping charges with the reorder. This information was shared with the client on 10/17. As of 10/27 we have not received a follow up or reply from the client, however the client has been provided full guidance and instructions on how to receive a refund (utilize the Return Merchandise Authorization), as well as how to receive a discounted replacement should she wish to reorder. Thank you.

• Initial Complaint

  Date:09/29/2022

  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 was placing an order online, but the gift card I had for Loft was not working. I called customer service and they told me a hold had been placed on my gift card, but I would be able to purchase my items with the card the following day. I logged into my account to try and make the purchase, but again the card did not work. I called again and was told it was an internal issue with the gift card, but to place my order and they would refund my credit card with the gift card within a week. I have called twice to follow up and the reimbursement, but each time am told they will reimburse within a week and there is nothing more they can do. It has now been over a month and I have yet to receive the money. I would not have placed this order had I known I would not be able to use the gift card. Account email: ********************************************** Order number: ************ Gift card number: ******************* / code: **** or **** (card is hard too read now) Gift card amount: $75

  Business Response

  Date: 09/30/2022

  RE: BBB ID #
  
  (ID# *********
  
  
  As a follow up to the client, ****** ******* complaint. It appears the credit for $75 was processed to her **** credit card ending in **** on 9/22. It may take 1-2 business days to see this post on her account. We would recommend following up with **** directly as the credit was successfully processed on our end.
  
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor

• Initial Complaint

  Date:09/28/2022

  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 paid off mw credit card 06-23-2022 with an over payment of $133.84. It was stated on their site, that if an overpayment was made a refund would be received within 30 days after the overpayment . I have contacted via email on August 23, 2022. I have called but connection was impossible due to of a high call volume or their phone not working properly. I have attached all supporting documentation. Please advise

  Business Response

  Date: 09/28/2022

  BBB RE: Complaint ID:  Complaint #********
  
  In reference to the complaint submitted by *********************************, please remove this complaint from our profile Ascena (Ann Taylor and LOFT) profile and direct to ******** ****************** Ann Taylor does not have access to account or banking issues as it is managed by ******** Bank. The client needs to contact ******** Bank Customer Care at **************. For assistance with your ALL Rewards MasterCard,please call ******** Bank Customer Care at **************.  We are sorry but are unable to assist with this complaint.
  

   

  Sincerely,

  Corporate Client Contact

  Ascena Retail Brands

  Customer Answer

  Date: 09/29/2022

  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

  My credit card has the Loft/Ann Taylor and they refuse to help but refer you to someone else  this has been the problem  all along   At what point does customer service help with this issue and stop passing the buck  it should not be removed until I receive my money  I have tried other numbers and no one is answering phones or returning calls or respond to emails  

   

   

   

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

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 10/28/2022

  Please see the follow up we just received from Comenity Bank.

  
  Hi Team,
  
  Thank you for checking. Our records show the consumer received and cashed the refund check for $133.84 which cleared on 10/18/2022. I will send the consumer a copy of this by mail as confirmation which should arrive within **** business days.
  
  Please don't hesitate to reach out with additional questions.
  
  Thank you for your partnership and have a great day.
  
  **************
  Consumer Support Group
  ***** ******** **** ******** ****
  *************** ****** ****** ****************************************** *****
  ****** ****************************
  
  

   

  Customer Answer

  Date: 11/01/2022

  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:09/26/2022

  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.

  There was an order which consisted of a necklace and several blouses. I am reaching out for the necklace. It got discolored on the 2nd wear and I reached out to customer service, but they simply refused to do anything and bombarded me with the usual information about returns, which I never requested. This necklace is so cheap, on sale, that it doesn`t make any sense for them to give me the runaround for something that insignificant and of low quality. Order number is ************.

  Business Response

  Date: 09/29/2022

  Hello,
  
  *************** on behalf of BBB Concern ********. This client placed an online order a couple months ago, and one of the items within the order was a necklace. Upon wearing the necklace the client stated she noticed discoloration of the jewelry, and is requesting a refund. We will gladly accept the return of unwashed, unworn, or defective merchandise. However, when doing this the merchandise must be returned to a retail store or our Online Store. The client did not wish to physically return the product. While we normally have to inspect all potentially defective items prior to deeming them defective, in the interest of customer service we refunded the client without receiving the product as a one time courtesy. We contacted the client on 9/29 advising of this, and she may donate or discard the merchandise in question. Thank you.

  Customer Answer

  Date: 10/04/2022

  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.
  Clarification on the lie the businness is spreading- I was nsver told I needed to return the itsm in order to get a redund, therefore no refusal on my end took place. I was simply told by the live chat agent that given the product was a final sale item I will not be given the chance to return for a refund. Very different feom what the business is now claiming to have happened. 
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/19/2022

  Type:Billing 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'm a healthcare professional and have absolutely loved Ann Taylor for years. Several years ago, I opened an account with them for promos and benefits. The past months with that card have been complicated and disappointing at best! For many months, I've been unable to access my account online to track purchases and returns for an accurate balance, nor could I get through to ****. Serv. I even returned to paper statements with them so I could try to follow my own account. I've attempted to reset password, the site noting ongoingly that my account number is not recognized...the number on my card! After an online purchase in May for $16.44, which was returned in-store, being unable to confirm balance due to contact barriers, I finally got through to ****. Serv. 5/06, explaining access difficulty, paying during that call. June statement with more late fees. Unable to contact. Sent letter (attached) seeking to close account and explaining inability to confirm balance. Spoke with ************** 7/08 and paid $21.24 with his assurance late fees will stop. July statement with a purchase on 6/12 for $34.19 was statement for $41.16 with $40 late fee, after many more unsuccessful attempts to call or sign in, finally reached **** Serv. 7/22, cancelled card, spoke with Supervisor who assured me next statement will be $0. August statement just arrived with $39.96 balance, all late fees and charges. Call **** in **** Serv who said they can't do anything as card is closed. Asked to speak with ***, placed on 30" hold, **** returning to say she is busy and I'll need to call again. Please, with my card cancelled, can you help to cancel these never-ending fees, which only exist due to inability to use their online site and reaching **** Serv? My credit is nearly perfect, I pay everything off monthly and do no want this to continue to haunt me! Thank you!

  Business Response

  Date: 09/07/2022

  Dear BBB:
  
  Re: ***************************** Brands utilizes ************* for our credit card program;however, we do not have access to account information to resolve. We would recommend the client contacting ************* directly at ************ for any additional concerns on their account to resolve. We would request the Better Business Bureau remove this complaint from Ascena and forward to ************* as this is their issue not Ascena.
  
  Sincerely,
  
  *******************************
  Corporate Client Contact
  Ascena/ANN Inc.
  

  Customer Answer

  Date: 09/07/2022

  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:

  My complaint and the supportive documentation IS regarding my ************* account, #**** **** **** ****. Yes, it is an Ann Taylor Mastercard, but the troubles have been with *************. Please, would you address this complaint further as my many attempts to resolve with their customer service have been fruitless (************). I've just contacted them again as suggested by the Ann Taylor rep, told that because the account is closed, they cannot remove that previous late fee...which continues to accrue fees. I was told by **************** on 7/22/2022, when I finally spoke with a rep and closed the account, that the fees were removed and the next statement would reflect a $0 balance. The current balance is $36.96 which is a small amount but the principle here is huge! Please, can you help me to get this removed so it will not reflect on my credit?

   

  Thank you!

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

   

   

   

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

  
  Sincerely,
  
  *********************************** *******
  
  
  
  
   
  

  Business Response

  Date: 09/09/2022

  
  As previously stated, we do not have the ability to access and/or resolve account issues with ************** You will need to follow up with ************* directly in order for any balance to be removed. We have forwarded your concern to Comenity to follow up with you further.
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor/LOFT

• Initial Complaint

  Date:08/12/2022

  Type:Billing 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 paid my card in full. I have been a loyal card owner for the past 9 years and a customer over 20 years. The last time my account was reported to the credit bureaus was early June. I waited until after the reporting date in August to contact them and they said it would be done that week but it's still not done. This will directly affect my financing rates and I simply want them to report it as agreed.

  Business Response

  Date: 08/15/2022

  Hello,
  
  *************** on behalf of BBB Concern ********. This clients concern is related to her ALL Rewards credit card, owned and operated by ****************************** As such we are not able to assist with account related concerns. The client needs to to resubmit their complaint to ************* or *************** for further assistance with their account. Thank you.