Complaints

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

close

Find a Location

Ann Taylor has 140 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/22/2023

  Type:Delivery 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.

  Order ************- it is regarding the blazer only from this order- I only wore it once and there is a seam undone in the back, in the middle of the blazer for about an inch long. I contacted LOFT customer support and they advised me to ship back my item, and did not offer an even exchange. I woudln`t like to pay more for the same item, and return back the one I got at a lower price. It`s causing me to be paying extra for something that isn`t my fault. I`d like an even exchange or to cover costs if I take it to a tailor. This is a LOFT order, but I am filing the complaint under Ann Taylor since LOFT does not have a profile here.

  Business Response

  Date: 09/22/2023

  Hello
  
  *************** on behalf of BBB Concern #********. This client reached out regarding a defective item she was trying to replace that was originally from an online order. We reached out to the client on 9/22 advising how to return her defective item for a refund to her original payment. We also provided instructions on how the client can order a replacement and we will honor her original pricing as requested along with waiving her shipping charges. Thank you. 

• Initial Complaint

  Date:09/11/2023

  Type:Delivery 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 still waiting for this order which was made in June. It's now September, this is absolutely terrible service. No one from Ann Taylor responds to any customer service. I can't believe the lack of service.

  Business Response

  Date: 09/26/2023

  Hello
  
  *************** on behalf of BBB Concern #********. This client reached out regarding what appears to be an International online order; however the complaint had limited details and we weren't able to locate/identify her order. An email was sent to the client on 9/12/23 asking for more information about the order or information; however as of 9/26/23 we have not heard back. Should the client reply to our message with the order information we'll gladly assist further. 

  Customer Answer

  Date: 09/27/2023

  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:

  There was no solution offered. They said they have sent a previous message and they have not (evidenced through your site). The Order number  is #***************. I am so unimpressed and at this point angry by this very poor service. 

   

  **********;

   

   

   

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

  
  Sincerely,
  
  ** ****
  
  
  
  
   
  

  Business Response

  Date: 10/02/2023

  As a follow up to this clients rejection of our response. The order # provided is not a valid order # in our system for domestic and/or international orders. We would be unable to respond further or resolve further as it does not appear to be an order from our company. It has come to our attention that fraudulent, unaffiliated websites are attempting to obtain our customers information by claiming to sell our products. Please be aware that our products are only sold online at ****************** ************,and through our reputable third-party partners. It is possible, since this order is not a valid one for us, that this was one of the fraudulent orders placed through a fraudulent website. We would be unable to assist further and would recommend disputing any charges with your credit card company.
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor/LOFT

• Initial Complaint

  Date:08/17/2023

  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.

  On 4/8/23 several items of clothing were purchased from Ann Taylor online merchant. On 4/26/23 6 items were returned via mail to Ann Taylor using their prepaid shipping label. 3 of the 6 items were refunded promptly; however the remaining 3 items of clothing totaling $152.27 have not been refunded. Multiple phone conversations and email correspondence have not been successful in resolving this refund due.

  Business Response

  Date: 08/22/2023

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding the status of a refund for an online order placed in April (order #************). The client received an invoice reflecting the items on the order along with a total of $247.81. However, when viewing the order within our systems, it looks like the order had a processing error. This caused the order to not process properly; and therefore no charge was ever generated. We checked all activity on the client's credit card from the order date through today's date, and did not find a correlating charge of $247.81. Given no charge occurred, no credit is due for items returned from this order. We also sent an email to the client advising of this along with documentation reflecting no charge. Thank you.
  
  

• Initial Complaint

  Date:07/31/2023

  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.

  Dear BBB I bought clothing from a LOFT store and applied for a LOFT credit card in May 2023, for some reason the statement didn't send to my home so I didn't know my due day is June 12th, actually before June 12, I tried to log in to my account and pay my bill but the website doesn't work, I waited a few days and checked the website again, still can't log in or register an account, so I have to call them to ask what's wrong with my account ask them to fix it for me, then they said the website is under maintenance but I only can pay by phone, and the bill was more than $200, I was a little confuse about the bill, I remember I shopped twice but don't remember which is which, I need the statement to understand the bill, so I asked them to resend me a bill, they said yes but I have to pay the late fee for $30, I explained the customer service lady the reason, she did waive the late fee and I paid the the first bill by phone.After 1 month again, I didn't get the statement, and when I login the website still can't log in, I called the phone number and paid the bill, and told me I have to pay the late fee, I was thinking the lady waived my late fee why do I have to pay the late fee? then in July, I got a statement, that I have a $70 balance, I was really confused, I paid both bills and I didn't shop again why do I have a balance? On July 30th I called customer service, and they said because I was late the second time so they won't waive the late fee of $30 plus the second month late again charge me a $40 late fee so a total of $70 balance I have to pay. that's really ridiculous! They have had website problems for 3 months or longer to cost the problem for customers and they put this on the customer to make money on late fee! I am sure I am not the only one who feels inconvenienced by the payment, they should apologize and return all the late fees, why do they keep charging the late fee to make money? that's against the people's rights.I am filing a complaint and want to get my fee back.Please help and stop them to steal money from customers.*******************

  Business Response

  Date: 08/09/2023

  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.

  Customer Answer

  Date: 08/11/2023

  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]

   

   

   

   

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

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

• Initial Complaint

  Date:07/10/2023

  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.

  I placed an order in store and gave the address on my credit card.The apartment number was omitted.Package 1: return to sender Package 2: waiting for it to also been returned to sender Package 3: not shipped I contacted Ann Taylor twice and spent 1.5 hours on the phone. They told me to contact *** and **** for an address change. I called them 3 times and was told it was illegal for the address to be changed by the customer. The company would have to do ************************* refused to resend the items, change the address or credit my account.I asked to speak to multiple managers. They stated they were too busy. They offered to re ship the items and bill me a second time. There has been no resolution to this matter.

  Business Response

  Date: 07/14/2023

  Hello
  
  *************** on behalf of BBB Concern #********. This client reached out regarding an online order which was recently placed but unfortunately had the apartment number missing from the shipping address. Unfortunately we aren't able to edit the address on orders once they've been placed. In addition, the shipments on the order went out via **** and *** Surepost, which we aren't able to redirect at this time. Upon review though we did verify that ****** Services resent these items out to the client at no cost with an order placed on 7/8. For some reason it appears that order cancelled and will not ship. In the interest of customer service we refunded the client her order charge in full today (7/14). If the client wishes to reorder, we'll honor the original pricing from the first order and waive her expedited shipping. An email was also sent to the client advising of this. Thank you.

• Initial Complaint

  Date:07/06/2023

  Type:Delivery 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.

  Complaint regarding Loft order ************. The order total is $106.20. I attempted to return in store and received only $90.30. I asked where is the difference. The associate informed me it is that they do not refund shipping costs. Shipping shows as $8.95. $8.95 + $90.30 is still less than $106.20. Regarding shipping- at the time of placing the order I was showing $0 for shipping. This lead me to believe that the order meets a certain minimum amount which qualifies it to be with free shipping. This happened for order ************ as well. You have to log in and view your order details a separate time in order to see the shipping cost. At time of placement it is showing as $0. There is an "i" icon next to the shipping area which when you hover upon, displays the message that shipping will be calculated based on address. My address is inputted already, why is it not calculating at time of placement and displaying it accordingly is the reason I am missing the shipping charge and believing the order meets the minimum requirements. Had I been informed I would have easily thrown an extra item to be at the minimum required to qualify for free shipping. The order ************ is approaching its window for return on 7/11 and I am not able to return because of this gap of $ which I am not receiving back. The store associate told me they cannot explain where the gap comes from and pointed me to call customer service. I called rightaway and customer service rep advised to go back to the store. The store again reiterated they cannot do anything and it`s customer`s service type of issue. The customer service rep is again saying it is not them who can help me and the store. How many times should I be going back to the store and calling customer service before anyone can address the issue. I would like to return the item, but I am holding on to it because of the missing $. I am obstructed from realization that I am being charged for shipping due to this improper $ amount.

  Business Response

  Date: 07/11/2023

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached about about a disparity between an order amount and her subsequent return amount. Upon review we determined her original order incurred a shipping charge which is non-refundable, which accounted for most of the difference. However, 1 item was refunded at $65 instead of the original price paid of $71.93. To account for this, a credit of $6.93 was applied to the clients account on 7/11. This now has fully refunded the client for the merchandise pricing on her order. An email has also been sent advising of this. Thank you.

• Initial Complaint

  Date:06/26/2023

  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 like shopping at Loft and Ann Taylor. I still do. My problem is there is no way for me to get a hold of anyone at your corporate office to tell you to fix your website. I've been trying to purchase two items on your website. The items are 2 cardigans - STYLE #******: one in fuchsia and one in white sizes: medium. The problem is the item is listed as 40% off ($29.95) the regular price ($49.95) but once I click "checkout" the price goes back to regular price and will not change to the sale price. I would like to make this purchase but only at the current sale price ($29.95) not the regular price it switching back to. Thats very sneaky. So I've filed this complaint hoping you can fix your website and I won't miss the sale. If I miss the sale, I'll be very disappointed because I'm making every effort not to.

  Business Response

  Date: 07/05/2023

  BBB: RE: Case #********
  
  We have sent an email (below) to the client to obtain additional information to research with our E-Commerce Teams as they believe there was an issue that has been fixed now but wanted to verify with the additional questions to the client below. We have not heard back from her to provide any additional updates.
  
  Sincerely,
  Corporate Client Contact
  Ann Taylor/LOFT
  
  Response
  
  Email
  
  06/28/2023 08:59 AM
  *******************************,
  Dear **************:
  
  Your concern shared with the Better Business Bureau was forwarded to the Corporate Team to further review. Our ecommerce partners have some additional questions we are hoping you can answer so we can research further. If possible, can you please let us know if you used a different email address. Also, were the screenshots taken on different days?Was there a timestamp included in the original attachments by chance that we may have missed? In addition to the email address, can you provide us the ** address, city and state with a more specific timeframe. We look forward to hearing from you.
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor/LOFT
  
  
  

  Customer Answer

  Date: 07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********. My email address is ************************* but I can say I havent heard anything from Ann Loft in an email. I can answer your questions that you have responded with. I did attach 3 screenshots when I initially filed with BBB, you should have received those. I did visit the website on the days of the sale and I did a chat on your website with an Ann Loft chat representative to let them know on the exact date of the problems. 

   

   

   

   

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

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

  Business Response

  Date: 07/11/2023

  The email was sent to you as noted on 6/28/23 and we have not received any follow up from you outside of the screen shots sent. As noted previously, our E-Commerce Team is asking for additional specifics to review further. The email was sent to the email address this client provided. I have resent it again with the same questions we have outlined in our follow up response to the BBB and put in the subject line BBB COMPLAINT as requested.
  

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  I have NOT received an email or any direct communications from Ann Loft directly, and I do not see any emails from you attached to this BBB complaint. 

    

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

• Initial Complaint

  Date:06/21/2023

  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.

  Re: account ending in ****. I had a balance of $2.29 a few months ago, which I submitted to pay the balance in full. However, I was told later by Loft Credit that this payment did not process without any other explanation and was assessed an additional late fee of $39.00. I received no notice from the bank and believe that this was an error on their part. The fees continue; every time I submit the balance on the account, they add another excessive fee. This is predatory and should be criminal. I just want this account closed and I will never shop there again.

  Business Response

  Date: 06/27/2023

  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.

  Customer Answer

  Date: 06/28/2023

  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:05/30/2023

  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 placed order ************ on 5/22/23 ******* was charged $64.03. They never shipped the item!I want a refund immediately.

  Business Response

  Date: 06/01/2023

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding an online order ************ that was placed on 5/22. When placing the order initially the client selected standard ground shipping with a promised delivery date of on or before 6/1/23. However, on 5/25 the client reached out requesting the order be cancelled as she had not yet received it. The client was advised the delivery window went until 6/1 with standard shipping, however the client still wished to cancel. While we are typically unable to cancel orders this far along, we did verify the ultimately this order was successfully canceled. As such no charge was generated, and no credit is due. We also verified no charge was generated with our *********************** Any authorization hold the client had on her credit card should drop off within several business days if it hasn't already dropped off. Thank you.

• Initial Complaint

  Date:05/25/2023

  Type:Delivery 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 have a proof of delivery of a return I made for 4/12/23 to Ann Taylor, ***************. Order number #************. Tracking #******************. Item: linen pants, $64.69. On 5/23/23 was told by *******, AT rep that I would received a refund to be issued that day and a email confirming that. I received nothing. On 5/24/23 talked with ****** at AT complaint department. Reference #************. Was told I would received an email confirmation of our discussion within a week, not my refund. I said No. She said ok, confirmation today. So far nothing. Today is 41 days since they received my returned item. I have waited for days to hear something about my refund. I received nothing from AT saying they even received it. Yesterday I finally went to the *** store from where I sent to AT to see if they had a tracking number. After researching it for about 30 minutes, they found it. Complaint: no refund and I think had I not gone to all this trouble to verify that AT did receive the item, my refund would never have been sent or acknowledged. (Still hasnt been sent.)Complaint: This took up at least 1/2 day to drive to *** and wait for Proof of delivery.Complaint: I have stayed on phone for hours trying to find out why I havent gotten refund and have been told lies. Complaint: I feel uncomfortable to say this. I try to be tolerant, but their reps ******* was so poor that I was unable to understand. I had to ask for repetition over and over and still did not understand much of what both reps said. This alone took hours on the phone while I was put on hold many times. Complaint: Today AT has had my $64.69 for 61 days. I could have used this money for another purchase. I consider this a theft of my mine as well as my time.

  Business Response

  Date: 06/01/2023

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding a return of an online order, and seeking a credit for her online return. We had the opportunity to research her order as it was initially paid for via PayPal, and we verified there was an error with the initial processing of the order. This resulted in the authorization hold she had from PayPal (the charge she initially saw) never fully clearing; and ultimately no charge from the order was generated. This meant any subsequent return credits failed as PayPal won't accept credits when there isn't a correlating charge. As such no charge was generated for this order, and no credits to PayPal are possible due to this. We emailed the client on 6/1 advising of this, and apologizing for the overall experience with ****** Services. We'll be sure to review her previous contacts internally to address any areas of opportunity with our team members within ****** Services accordingly. Thank you.