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

  1459 Broadway New York, NY 10036

• 

  Ann Taylor

  498 Red Apple Ct Ste 280 Central Vly, NY 10917-6619

• 

  Ann Taylor Loft

  95 N Moorland Rd Ste C16 Brookfield, WI 53005-6053

• 

  Ann Taylor Loft

  5145 Peachtree Pkwy Ste 410 Norcross, GA 30092-2544

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:11/30/2023

  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 went to exchange some items I purchased for a different size and the manager #******** said she had to put on this card I have and I can use it in store or online but when I check the balance it said my card has been flagged so i called the customer service number and spoke to a representative named **** at phone number ******** and was informed that it was a computer mix up on her end it is showing that I have $451.91 on the card and i can use it online or in store but when I went to the store the employee said there was no funds on the card and gave me another number to call which was ************ I spoke to representative named *** and she informed me that I had $451.91 on the card but when told her that I just came from the store and nothing on the card cab I speak to a someone higher that her she said there no one to speak to but her and now she cant help me any further and i need to go back to that store.Now that is bad customer service because that's the store that did this to me. I'm Young **** Black I'm not Trying To Die For Something that's rightfully Mine.

  Business Response

  Date: 11/30/2023

  BBB: 

  As a follow up to this complaint from the business, please have the client provide the Merchandise Credit #. We do not have a record of a contact from this customer with the name and email address provided. In order to research further, we need the Merchandise Credit #. We were only able to open one of the attachments which contained a portion of the receipt. We look forward to hearing from the customer so we can review further.

  Sincerely,

  Corporate Customer Service

  **********************/**********************

   

  Customer Answer

  Date: 12/10/2023

  I want My Refund.

  Business Response

  Date: 01/18/2024

  BBB:
  
  Our internal team has recognized this merchandise credit is connected to fraudulent transactions (and this individual is connected to multiple other fraudulent transactions in our stores) which is why it was frozen.  Please let us know if we can provide any additional information to the Better Business Bureau.
  
  Sincerely,
  Corporate Customer Service
  **********************/**********************
  

• Initial Complaint

  Date:11/27/2023

  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 placed an order on 11/3/23, and items have not yet arrived. I have attempted to chat with three different people and one person on the phone that all say, the items will be shipping. I have requested a cancellation and have been denied a cancellation. My credit card has my money and I do not have my items.

  Customer Answer

  Date: 11/27/2023

  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:11/13/2023

  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 placed order ************ on 10/31/2023. Part of the order has been stuck in "Processing" for two weeks. I have contacted the company (by chat and phone) 4-5 times over the past two weeks to have the issue resolved. In my two latest interactions I asked for the order to be cancelled so that I may receive a refund, as I have not received the items. Each time I am told that a specialist is looking into the issue and will contact me. Nevertheless, the issue has not been resolved and no one has contacted me. The agents I have spoken to by chat and phone seem to have no agency to investigate or resolve issues, and have very limited scripted language that they send in response to complex questions.

  Business Response

  Date: 11/14/2023

  RE: Case #********
  
  We are sorry to hear of the delay this customer encountered with her ********************** Order ************. There has been a recognized issue with orders being sourced to stores. We notified the store and the order remainder of the LOFT order is being shipped out today, 11/14/23 via tracking #*******************We notified the customer via email of the update.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

  Customer Answer

  Date: 11/20/2023

  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:11/06/2023

  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 w/ Ann Taylor Loft on Oct. 28. On Nov 5 the order still had not shipped so at this point I called to cancel. **************** told me the order already shipped...as they always do. I go the *** tracking still says that they are waiting for carrier pick up. The person tells me no it has been picked up, it just isn't scanning. They say this all the time. I know very well how *** works as my company is a large *** customer. If *** had picked up that up it would have scanned at the station shortly after pick up. The girl over and over blamed *** and it is Loft's problem as they have not shipped yet. I just want to cancel and am so tired of these retailers who constantly blame the shipper when it is very obvious it is the retailers fault. Please make them stop blaming the carrier when it is their fault and I want to cancel this order NOW.

  Business Response

  Date: 11/07/2023

  BBB: RE: Case ID#********:
  
  We are sorry to hear of the clients issue with her order. While the Order # does show shipped, the tracking information has not updated since the Order shipped. We do not have a way to understand where it is at with *** since it shows shipped on our side .While the client may still receive the order, we have processed a for $66.16 to Master Card  -  **** today,11/7/23 for the full amount. In the event she wants to replace the order, she can place it herself and/or contact us at * *** **** **** Please allow 1-2 business days for the credit to post to her account. Again,we are sorry for the overall frustration and hope this client will return and shop with us again.
  
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor/LOFT

• Initial Complaint

  Date:11/03/2023

  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.

  A purchase of over $213.00 USD was made at an Ann Taylor store located in *****, ** in July 2023. Phone calls were made to the customer service hotline shortly after requesting more information regarding the refund of these items. Email communication was received and it was determined that items could not be shipped back but could be returned at Ann Taylor factory store. A one-hour drive was made to the Ann Taylor factory store located at ***********, Tannersville, ** ***** with a family member as they just so happened to be heading towards that location as well. The items were returned in the Ann Taylor factory store with some complications. The woman apologized repeatedly and claimed that they had recently switched to new technological equipment of some sort and that the system was "acting up." I remain patient and she eventually scans the items and tells me that it would be proceeded within the next few business days and hands me a Ann Taylor credit card brochure in case I had any issues with the refund as it was made on the Ann Taylor MasterCard. Over the next few months, I receive mailed billing statements from ************* who continually demanded payment. At first, the payment appeared to be significantly higher than what was purchased in July 2023 so I contacted customer support and they claimed to have investigated and stated that no interest would be added on. Over the next month, I receive another statement with interest on it. I once again call and they claimed that the dispute had closed due to lack of communication. I requested it to be re-opened, scanned all of the necessary documents, and mailed it to their company address. I kept in touch with the manager at the Tannersville location who stated that their system clears out information every 30 days and stated she would have to get the proper department to sort through the information. The refund has been supposedly issued over over 68+ days ago and I'm continually being harassed by the cc company.

  Business Response

  Date: 11/06/2023

  BBB: RE: Case ID# ********
  
  Please be aware, this is a credit card concern that cannot be resolved by Ann Taylor/LOFT customer service. Though it is an **********************/********************** Credit Card, any concerns involving account issues need to be handled by **************** We do not have access to account information to review or resolve. We will forward the clients concern to our partners at *************** to review and follow up further with the customer. Please remove this complaint from Ann Taylor/LOFT retail group and direct to ****************
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

• Initial Complaint

  Date:10/18/2023

  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.

  Continuous billing issue. Check was made for payment on 9/26/23 for ******. After 15 days of it not clearing I stopped payment on 10/11/23. I get a email on 10/12 saying my payment t was received. Impossible since there was a stop payment. When I called the US number and spoke to a supervisor she told me there is no way to track paper trail. Nor did they have check number posted. On 10/11 I sent a new check paid ***** for tracking for the same amount. ******. It was received on 10/13/23. That check has not cleared. It takes them 15 days to clear and they charge a late fee. Nor can payment be made by going to the store. This is totally unfair to the customer and unacceptable that their resources cannot be more helpful. Ive been told there is no grace ******* Then *** been told there is. The bank and store are not together in their understanding. They keep pushing paying on line. Which seniors do. Ot want to do. NON CONPLIANT. Please help

  Business Response

  Date: 10/20/2023

  BBB: RE: Case #********
  
  This issue is a *************** concern not an Ann Taylor/LOFT Retailer. We do not have access to account concerns to research this further. The client needs to contact *************** directly at ************. We request that this be removed from Ann Taylor/LOFT profile and moved to ***************.
  
  Sincerely,
  
  *******************************
  Sr. Manager,Corporate Client Contact
  Ann Taylor/LOFT

• Initial Complaint

  Date:10/10/2023

  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.

  On the 7th of October, I ventured into the esteemed establishment known as the Ann Taylor outlet situated within the premises of the ********** Premium Outlets. My purpose was to return a previously purchased item. Regrettably, my request for a return was met with denial by the staff members on the grounds that I lacked the necessary receipt, despite my possession of a valid method of payment. It was conveyed to me by one particular staff member that the return process could not be undertaken in the absence of said receipt. Continuing forward to the 8th of October, I availed myself to the said outlet establishment prior to its designated closing hour, specifically at approximately 6:51 PM. To my dismay, the entrance doors were found to be secured, thereby preventing my ingress. Furthermore, I discovered the presence of another individual who, similarly to myself, sought to initiate a return. In tandem, we expressed our shared disbelief, discontent, and disappointment at the refusal to ***** us entry during regular business hours. After persistent knocking was employed, an individual finally acquiesced to our pleas and proceeded to ***** us access. Concurrently, we expressed our grievances pertaining to the premature cessation of service. The employees in charge thereby justified their actions by asserting their prerogative to conclude operations ten minutes prior to the scheduled closing time, as doing otherwise would entail an extension of their working hours beyond their contractual obligations. However, as a fellow employee working within the same outlet location, I am well aware that our establishment promptly secures entry once official closing time arrives. Furthermore, we allot a dedicated period of thirty to sixty minutes subsequent to closure for the purposes of ensuring a satisfactory closure process and achieving complete customer contentment. I would like her to delete all videos or pictures she has of me as well as a formal apology.

  Business Response

  Date: 10/27/2023

  BBB: Case #********:

  I am following up on the complaint submitted to the BBB by client, ******************. I felt this warranted the intervention of the BBB to consider this case closed on behalf of Ann Taylor/LOFT. The store team has documented this clients behavior in our store with our Asset Protection Team. The behavior she exhibited was unacceptable. We do not want this shared with the client directly but ask that based on her behavior that the BBB consider this complaint closed/resolved.
  

  
  Please let me know your thoughts.
  
  Thanks,
  
  Corporate Client Contact
  Ann Taylor/LOFT

  Customer Answer

  Date: 10/30/2023

  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]

   It has been observed that there have been instances where certain actions conducted by your employed personnel have resulted in negative consequences for your establishment. These actions were evidently detrimental to the satisfaction of your customers. Regrettably, it appears that there are gaps in your asset protection measures as the evidence derived from employee cellphone constitutes the primary asset for investigation. You condone your employees behavior shortage your business hour. 
  
  However, it is sincerely hoped that you will initiate appropriate measures to provide your employees with comprehensive training on maintaining professionalism in all customer interactions, irrespective of the circumstances at hand. Adopting a customer-centric approach, accompanied by compassion and kindness, can effectively enhance customer satisfaction.
  
  In situations where it becomes necessary to close the establishment earlier than scheduled, it is strongly advised to promptly update signage and inform customers regarding the revised closing time. This is particularly pertinent on Sundays when the posted closing time is 7 PM; however, a decision may be made to conclude operations at 6:45 PM instead. The lack of adherence to such protocol indicates a potential deficiency in your business management practices, which may have contributed to the downturn of your enterprise. I am no longer supporting ann taylor/loft enterprise. You can close this case. I am well aware not to support an enterprise Who condoning negative behaviors. 

   

   

   

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

  
  Sincerely,
  
  * *******
  
  
  
  
   
  

• Initial Complaint

  Date:09/26/2023

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. ********** ************ $868 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 09/26/2023

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

• Initial Complaint

  Date:09/25/2023

  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 ordered two pairs of pants from Anne Taylor online at a cost of $458.53 ********. On September 9th my order arrived and the packaged contained a pair of wisecracker readers from Nordstrom not my pants. I phoned customer service the next morning and they said they would process a refund for my pants and to keep the glasses (I offered to return the glasses if they provided a shipping label and they said no). No email confirmation of my refund was sent and no refund has been processed on my credit card. *** sent repeated emails to the company at the email address provided in the package and they do not respond.

  Business Response

  Date: 09/26/2023

  Hello
  
  *************** on behalf of BBB Concern #********. This client reached out regarding an International order placed where the client received an incorrect package in error. Upon review it does appear the client was not properly refunded when the client initially contacted; and as of today (9/26); our International team refunded the client's order in full. The client was also sent a complimentary shipping label to return any wrong items; however she can donate/discard those items as well. We will also replace the client's order as well should she wish. An email was sent to the client on 9/26 advising of this.  Thank you.

  Customer Answer

  Date: 09/28/2023

  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:09/22/2023

  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 made a purchase from Ann Taylor Loft on 7/17 order number ************. I returned about half of the merchandise by mail. On 8/07 loft received and processed the return for that same order number ************ in the amount of ******. You can see in the attached image of my loft order history that the ****** processed on 08/07 is a return. However, instead of receiving a refund, on the same date I was charged ******. Loft still owes me that refund of ****** and they also need to reverse the fraudulent charge that was made in error so in total I am owed ******. I have spoken with two representatives at loft and two representatives at comenity bank. The bank's hands are tied because they do what the merchant (Loft) tells them to do and the merchant mistakenly told them to charge me ****** on 08/07 when that was supposed to be a refund. It is the same order number, same date, and same exact amount so it is not from a new order or new charge. The full charge from the order is also on my card so this ****** is in addition to the full order charge. The documentation is very clear and this needs to be resolved immediately. It is incomprehensible how such a terrible mistake can be made and how unhelpful the agents have been in resolving this. I got charged an interest fee because of it.

  Business Response

  Date: 09/22/2023

  Hello
  
  *************** on behalf of BBB Concern #********. This client reached out regarding an online order which was subsequently returned. The client is stating that her ************* statement is showing a charge for her return as opposed to a credit being processed. Upon reviewing with our *********************** we were able to verify that a credit was in fact processed on 8/7/23 for the client's return. A message was sent to the client on 9/22 advising of this, and that we do not have direct account access and only Comenity can view those details. Documentation was provided to the client to share with Comenity to help identify and locate her return. For any necessary next steps we advised client to dispute the transaction in question with Comenity and/or resubmit the BBB complaint thru the Comenity profile for next steps as we have provided all the documentation available to us as proof. Thank you.

  Customer Answer

  Date: 09/22/2023

  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:

  This credit card statement proves that the credit was not applied. This credit card statement also proves that instead the credit was applied as a CHARGE. Your department sent the wrong information to the credit card company and they cannot do anything until you correct your mistake. I will not resolve this matter until the ****** is credited and the ****** charge is reversed. I have hired an attorney to help me resolve this matter and will be reporting you to the federal trade commission.

   

   

   

   

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

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

  Business Response

  Date: 10/13/2023

  
  
  As a follow up to this clients rejection, we just received the below update from **************** This issue should be resolved.
  
  ********************** account has a zero balance
  Our complaints team sent her a letter yesterday stating this as well.
  Bread accounting reviewed the account and confirmed the issue was on the Bread side. To that end her account has been adjusted and made whole
  The accounting update was submitted yesterday morning and typically takes ***** hrs to post to the account- please advise ********************** of this , letting her know the updates should post in a few days
  

  Customer Answer

  Date: 10/13/2023

  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,
  
  *****************************