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Talbots

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Phone: (781) 749-7600 View Additional Phone Numbers 1 Talbots Dr, Hingham, MA 02043 View Additional Email Addresses http://www.talbots.com

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Description

Talbots is a leading specialty retailer and direct marketer of women’s classic clothing, shoes and accessories. Established in 1947, the company is known for legacy items like the perfect blazer, trustworthy trench, versatile white shirt, ballet flats and pearls, as well as its fine workmanship, gracious service and welcoming red doors. With a nod to tradition infused with modern flair, Talbots offers an array of timeless wardrobe options to flatter women of all shapes and sizes. The Company currently operates stores in 587 locations in 47 states, the District of Columbia, and Canada. Its on-line shopping site is located at www.talbots.com.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Talbots meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Talbots include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 37 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

37 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 7
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 19
Total Closed Complaints 37

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Talbots
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

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BBB file opened: August 29, 1988 Business started: 08/29/1988 in MA Business incorporated: 01/01/1973 in DE
Type of Entity

Limited Partnership (LP)

Business Management
Ms. Nancy B. Sargent, Senior Manager Corporate Customer Service
Contact Information
Principal: Ms. Nancy B. Sargent, Senior Manager Corporate Customer Service
Number of Employees

11,600

Business Category

CLOTHING Family Clothing Stores (NAICS: 448140)

Refund and Exchange Policy
If for any reason you are not happy with your online, catalog or store purchase, Talbots will accept returns and exchanges of unworn, unwashed merchandise with a valid receipt within 90 days of purchase, unless defective. A valid receipt is the Return Form portion of the order summary enclosed with your package if you ordered online or by phone, or the original store receipt. If you do not have a receipt, but the merchandise is still ticketed and returned within 90 days of purchase, a merchandise credit will be issued for the current selling price, including all applicable discounts and promotions. Valid identification is required for returns and exchanges made without a receipt. Talbots stores cannot accept merchandise purchased at Talbots Outlet stores.

Talbots Outlet Stores
If for any reason you are not happy with your purchase, Talbots Outlet stores will accept returns and exchanges of unworn, unwashed merchandise purchased from a Talbots Outlet store and online outlet with a valid receipt within 30 days of purchase, unless defective. If you do not have a receipt, but the merchandise is still ticketed and returned within 30 days of purchase, a merchandise credit will be issued for the current selling price, including all applicable discounts and promotions. As above, valid identification is required for returns and exchanges made without a receipt. Talbots Outlet stores can only accept merchandise purchased from a Talbots Outlet store and online outlet. Talbots Outlet store purchases cannot be returned to Talbots stores.

Easy Returns and Exchanges
Returns and exchanges must be made within the guidelines of our return policy. All merchandise purchased online or by phone can be returned to any Talbots store (Talbots Outlet stores can only accept merchandise purchased at Outlet stores or online Outlet) or shipped prepaid and insured to:

Talbots Customer Returns
One Talbots Way,
Lakeville, MA 02348.

Please include the Return Form portion of the order summary enclosed with your package (noting reason for return on the back) or your original store receipt.
Industry Tips
Clothing

Customer Review Rating plus BBB Rating Summary

Talbots has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1 Talbots Dr

    Hingham, MA 02043 (781) 749-7600

  • THIS LOCATION IS NOT BBB ACCREDITED

    12850 Memorial Dr

    Houston, TX 77024 (832) 358-3041

  • THIS LOCATION IS NOT BBB ACCREDITED

    2028 W Gray St

    Houston, TX 77019 (713) 524-1514

  • THIS LOCATION IS NOT BBB ACCREDITED

    2260 Louisiana Blvd NE

    Albuquerque, NM 87110 (505) 837-1020

  • THIS LOCATION IS NOT BBB ACCREDITED

    2504 Amherst St

    Houston, TX 77005 (713) 521-7714

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 Meyerland Plaza Mall

    Houston, TX 77096 (713) 667-9900

  • THIS LOCATION IS NOT BBB ACCREDITED

    5135 W Alabama St

    Houston, TX 77056 (713) 623-0893

  • THIS LOCATION IS NOT BBB ACCREDITED

    665 Cleveland Ave S

    Saint Paul, MN 55116 (651) 699-9888

  • THIS LOCATION IS NOT BBB ACCREDITED

    90 Old Orchard Center

    Skokie, IL 60077 (847) 329-0580

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 N Green River Rd

    Evansville, IN 47715 (812) 473-7177

  • THIS LOCATION IS NOT BBB ACCREDITED

    2201 S Georgia St

    Amarillo, TX 79109 (806) 359-9190

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (865) 558-6525 (Fax)
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Complaint Detail(s)

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Better Business Bureau: Today, I went online to Talbots.com. Their website posted an advertisement saying 50% off 1 item plus 40% off entire purchase (see below and attached). The 50% off offer is available until noon tomorrow and the 40% off offer is available until midnight tomorrow. The add also mentioned that the 50% discount would be taken off the highest priced item. I attempted to purchase a shearling coat and shoes. The total cost (attached – I was not able to copy and paste) reflected a 50% discount on the coat and a 40% discount on the shoes but not 40% off the entire purchase. I called Talbots(1-800-talbots) and spoke, a few minutes ago, with ****** (supervisor - #****), and told her that the ad said that 40% would be taken off the ENTIRE purchase and she said “40% would be taken off the remaining purchases of items other than the highest priced item which receives 50% off.” I believe that ad is misleading and they need to honor what the ad says, namely, that there would be 50% taken off the first, highest priced item, and then, for multiple item purchases, 40% would be taken off the total purchase. I am very upset that they are misleading the public (including me). Since when does “entire purchase” mean “remaining items”? I look forward to a resolution of this by the Better Business Bureau. I insist that Talbots honor their ad. I have not purchased the items because they are not honoring the ad. I want the items at the price promised by the ad

Desired Settlement: I want the items I ordered at the prices specified by the ad. That is, 50% off the shearling coat PLUS 40% off the total (shoes + coat). Thus, the 50% off the coat is $697.20 as specified by Talbots.com. The shoes were $119. before any reduction. So the total should have been $489.72 (40% off 816.20 plus $8 shipping and tax) and NOT $768.60 before shipping and tax. I have not purchased the items because the website will not give me the items at the prices requested.

Business Response:   Hello Ms *********, Thank you for contacting us about your recent experience on our Talbots website concerning the Black Friday promo event on 11/28/13. On behalf of the Support Management Team at Talbots, please accept our apologies for any misunderstanding we caused during our Black Friday  promo event. Our intention was not to give misleading information but to give you and all of our Talbots customers the opportunity to receive the best price possible during the busiest time of the year.  We pride ourselves in  giving you and all of our customers  the best level of service that is expected.   Ms *********, as a token of our apology, please accept a Talbots Gift Card in the amount of $280.00, the approximate amount of your dispute. In addition, we will honor a onetime discount of  50% off the highest price item and 40% off one additional item until January 31, 2014. These purchases will not be eligible for price adjustment due to the extreme discount. You should receive your Talbots Gift card within 7 to 14 days to your New York mailing address that you've provided in your contact information.  Ms *********, we hope that your concerns have been addressed and resolved to your satisfaction today. Talbots appreciates your loyalty and patronage to our brand. We look forward to you shopping with us again in the near future.

Sincerely,
Corporate Support Supervisor
***** * ********* 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

11/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went online to www.talbots.com and went to the sale section it was my first time online to their website. I had been inside the store twice, well as I browsed around I saw for sale 19.99 a wool jacket bluebell in color and it was a size XLp. So I proceeded to purchase the item , as I was going through the item description it showed a picture of a woman in a yellow/gold colored wool jacket. It would not let me change the size or the color of the item, I proceeded to buy it anyway. Order went through got a confirmation number and all, I called to the customer service number and spoke with a representative and asked for my birthday discount, in which she applied 0% off my order. I asked her if she had a picture of the Jacket in that color she could email me since I was not able to view it during my purchase. She placed me on hold and when she returned she stated she could not find a picture of that jacket in that color and she hoped I liked it and if not then I could return it. We agreed and the call ended. Well on 10/28/13 the Item arrived via Fed X and was a T-shirt. (bluebell) the order slip states a wool jacket not a T-shirt. I called the 1800# and spoke with a rep who said she was sorry and she would apply a 40% discount due to error and would place that information in my account because I couldn't agree on getting another jacket. I called back today 11/01/13 and spoke with another rep who was very rude and nonchalant. She told me she would not offer my discount and that it was my fault that I ordered a T-shirt and not a jacket and If I wanted to today I could purchase a jacket for $249.99. I told her that it was not my error and yes it could be a computer error but that is not what I ordered she said computers don't have errors. I said really? Let me speak with a supervisor she placed me on hold and came back saying they were all busy and maybe I can offer you that discount if you buy that jacket right now. I refused and asked for a return call from a supervisor. I am very disappointed !

Desired Settlement: I request to get the wool jacket that I saw online and ordered. Not a T-shirt I did not order and I want better customer service and empathy for customers when there is a error on the company. I don't want to be accused of lying about a order that I really did place. I have pictures of the items and order summary receipt. It is almost winter Please assist me with this matter as I really was looking forward to my wool jacket. Thanks

Business Response: Talbots has made several attempts to contact Ms ***** by phone.  Today we sent the following e-mail and are awaiting her response.  It is Talbots intention to honor the pricing as she requested pending availability of her selected coat.  However we have not been able to obtain the details to determine the coat that she wishes to purchase.  Dear Ms. *****,  I am sorry to hear about the issue you experienced with our website when placing a catalog order on October 18th and I apologize for the concern and frustration you have been caused. I understand that you saw a wool jacket on our website listed for $19.99 which is what you intended to order but you received a  different item instead.  It appears that your order was placed at a time we were experiencing  technical difficulties with our website which were quickly updated. We always strive to present accurate information on our website and I truly regret that the pricing for this jacket was not correct at that time.  If you will kindly reply to this e mail with a bit more information regarding the jacket you wished to order, I will be happy see if it is still available and will honor the price of $19.99.  If you have the item number, that would be the most helpful information. If you do not have the number, please describe the jacket in as much detail as possible. Also, please let me know the size and color you were intending to order.  Thank you for your interest in Talbots, Ms. *****, and I look forward to hearing from you at your earliest convenience.

Sincerely, 
*** **** 
Talbots Corporate Support???

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

9/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There are two aspects of my complaint. Let me just tell the brief story. I placed an order on 28th using two $100 gift cards and also the promotion of $100 off $300 purchase, however, all of the items were cut the price by $10 each on 29th. Therefore, I called the customer service to see if a price match can be processed since I have paid over $60 more due to the one day time difference. After over 15 min waiting on the phone, I was disappointed to learn that they cannot do price match for sale items but I do understand different stores do have different policies. Then I told the customer service agent that he should reflect my comments to the administrative level that many stores still do price match for sale items for one time. And it totally doesn't make sense that loyal customers pay more only to get the same items that are still in stock and that's what price match is for. What surprised me was the agent cut my call!!! I have been an online shopper for four years and I have never talked to someone who cut a customer's call! Besides, I said more than once that "I'm not arguing with you about adjusting this typical order but leave some general comments". I thought to be a good and loyal customer but was really upset to be treated like that. I do like Talbots but according to my friends and me, the quality of customer service is really off the qualify of their products. Therefore, I do wish that Talbots can adjust their policy regarding sale items and also train their customer service agents more professionally.

Desired Settlement: Talbots should keep its quality of both products and staff!

Business Response: Hello Ms *****, Thank you for contacting us about your recent experience with our customer service department on 8/29.   On be half of the Support Management Team at Talbots, please accept our apologies for not giving you the best level of service that is expected. Ms *****, we do pride ourselves in offering the "Talbots" experience by doing what is right for each customer contact. Please be reassured that we have past on your complaint to the customer service manager so that continued service level training is given to prevent disappointment in our customer satisfaction feedback. We hope that on your next call or visit to either store or our customer service department, you will experience our Talbots hospitality by way of providing the excellent customer service you deserve.  

To address your second concern Ms *****, about our offering a "one time" adjustment on further marked down items the day after your purchase. Over the recent years we have had loyal customers, like yourself, comment that we should  consider a feature like this. So, we have just recently made this change for ours customers to partake in a "one time" price adjustment (no matter what price you paid...full or sale...within a 14 days of store purchase or ship date) to reflect the same price(s) as if you purchased those items that very same day! 

However, please understand Ms *****, that if our prices drop even further during a promotional and/or sale event, a 2nd "price adjustment" will not be made in order to be fair to all of our customers.  We will be adjusting your order for a credit of $60 and because you used a 2 - $100 gift cards as method of payment on your order, you'll be receiving this credit in the same form. You should receive your Talbots Gift card within 7 to 14 days to your Los Angels, CA mailing address that you've provided in your contact  information.    Ms *****, we hope that your concerns have been addressed and resolved to your satisfaction today. Talbots appreciates your loyalty and patronage to our brand. We look forward to you shopping with us again in the near future.      

Sincerely,
Corporate Support Supervisor
***** * *********

8/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am extremely dissatisfied with how a return was handled with Talbots. I had received a gift with a gift receipt that I was looking to exchange by mail (that I was told by one of your phone cust service reps I could do with no problem). I returned the item along with the gift receipt stating that I would like a gift card mailed to me. I returned the item via USPS mail on 1/19/13. As of 4/1/13, I had heard nothing. I contacted you and spoke with ********. I made it very clear to her that this was a gift and I did not want the original purchaser to be aware that I was exchanging the gift. I even told her that if that was going to be an issue to just return the item to me. She assured me that she would take care of it and that she would call me the following day to update me on the status of the return. I received no phone call. When I called to speak with a rep today, she told me that the item had been credited back to the original purchaser on 4/2/13. This was truly astounding to me since two promises had not be fulfilled. One that the original purchaser would not be aware and two that I would be contacted with the outcome of the investigation. When I explained to the rep that that was never supposed to happen, she just apologized and said there was nothing she could do. I deserve a gift card with the amount of the gift.

Business Response: Dear Ms. *****,  We are so sorry that this happened. We understand that you included the gift receipt, and the purchaser of the gift was not to be notified. You did everything you were supposed to do; you even called us to make sure that this would be processed the right way.  Our returns department made a mistake, and did exactly the opposite of what was requested. You have every right to expect better service, and you deserve better service from Talbots. We are mailing you a gift card in the amount of $125.00. This is to refund the amount of your gift, and also to serve as a token of our apologies. We want you to be able to pick out your exchange item, and also pick out something as a gift from us. We truly hope that you understand how sorry we are that this happened. We really wish that we had handled this better, and we hope you will give us another chance in the future. If there is anything else at all that we may help you with, please do not hesitate to let us know! You may email us directly at customer.service@talbots.com (just type my name in the subject line, and the email will come directly to me), you may call us at 1.800.992.9010 (our Customer Service line), or chat with us live on our website at www.talbots.com. Thank you again for contacting Talbots. 

Sincerely,
***** ********
Corporate Support Supervisor

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

8/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 2, 2013, at my request, a Talbot's store employee opened a Talbot's charge card using my social security number, but opened it under another person's name. I was so distressed at this ineptness, and worse, they were very confused as to how to rectify this situation. The manager reluctantly made various phone calls, after I demanded that the account be closed immediately. I was ignored and spent well over an hour in the store, on their phone with Talbot's customer care and ******** ****. They were also confused. After assuring me that this new account, under this other person's name is now closed, I should not worry, but it might affect my credit rating. I asked that a letter be sent to me regarding what had transpired and the resolution and they refused. HUH? My issue is that due to their negligence, my social security card may have been compromised. When I got home, I contacted Talbot's Customer Service again, this time they stated that a letter will be forthcoming, TO ME, in a few weeks indicating the account was closed, no existing account would be found, no new card would be issued to this other lady, and my credit rating would not be affected. I called Talbot's today, July 29th, inquiring about the letter I never received. A rude woman stated that a letter was issued...TO THE OTHER PERSON. I asked to speak to her supervisor immediately who assured me that my social security number was not in that letter and I would be receiving a letter in 7-10 days. This is insane! I am having very little faith in this company to handle this situation, especially since they may have compromised my social security number. Shame on Talbots. I will never shop there again. I will contact corporate, which I found on-line because Talbot's was evasive in giving out their number and information. Is this the way you treat your customers? Disgusting to say the least. Please hire staff who care and retrain staff on proper procedures in opening up new accounts, etc. Talbots has caused me undue anxiety over possibly compromising my social security number, giving me false information on how the situation will be resolved, and violating the privacy of this other individual, who is their customer. Terrible handling of this situation overall. It will be escalated.

Desired Settlement: I want a letter that this account number was closed, my social security number has not been compromised, the other party who received MY LETTER did not have my social security in it, my credit rating has not been affected, and whatever else this company should do that would be appropriate in this situation. Plus, an APOLOGY... That's very little to ask, since I returned the next day on July 3, 2013, after I was assured all was well, and purchased at least $200 worth of merchandise. I also ended up with another saleswoman who under rang my purchases, and she spent another 20 minutes trying to fix it. Although Talbot's tried to be kind and give me bonus points for initially putting me through hell, it was not worth my anxiety going back to this horrible store. It is store#** in **** ****, IL. The manager Jean, was horrible and did very little to help calm me down, or help the sales associate out to fix the problem. The account number is #****************, opened under a woman named "Jennifer Lawson." I am now escalating this further by trying to contact Talbot's corporate offices.

Business Response: Dear Ms. ******,

Thank you so much for taking time to speak with me by phone last week.  On behalf of Talbots, I sincerely apologize for the anxiety and inconvenience this has caused. 

As we discussed in our phone conversation:
I have confirmed that a letter has been mailed as you requested.  If that letter does not meet your expectations when it arrives, feel free to contact me as we have already discussed.  The letter should confirm that the account has been closed, your SS# was not comprimised and all entries have been removed from your credit bureau.

Also thank you for accepting my verbal apology by phone.  We take great pride in our service and are very thankful when people take the time to share with us when that level of service is not met.  As we discussed at that time, I am mailing an apology letter and a Talbots Gift Card to further express my concern over this situation.  After comtemplating the circumstances again, I issued the Gift Card for $250.00 rather than the previous amount that we discussed.  I hope that you will accept this as our sincere apology and consider shopping with us again in the future.

Ms ******, I can not thank you enough for the information that you shared with me by phone.  As a company, we must be aware of things of this nature to be able to prevent them in the future.  Thank you for your honesty and time. 

Please feel free to contact me if I can be of further assistance in this matter. 

Sincerely,

*** ****
Talbots Corporate Customer Service Support

Business Response:

 
Dear Ms. *******
 
I once again apologize for the length of time it is taking to get this issue fully resolved.  I greatly appreciate your communication.  I hope you have received my apology letter and gift card by mail at this point.
 
I have confirmed:   The account was closed on July 2, 2013.  The following day we sent notification to the credit bureaus to delete the account in its entirety.

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********

Regards,

**** ******

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: talbots would not open acct with out complete social security number.I offered last four

Desired Settlement: what do they need it for and what will they do with itpeople are complaining about giving up zip codes because companies are useing them!

Business Response: Dear Ms ********, Thank you for sharing your recent concern.  I sincerely apologize for any confusion that has been caused.Im regards to your Talbots Charge Card application questions, I have the following information.  I hope this makes you feel more comfortable and confident about the Talbots Charge Card.  Ms ********, we ask for this information because the USA Patriot Act requires us to obtain and verify specific applicant information before opening an account.  This is a federal law that affects all financial institutions and we would not be able to continue processing an application without this information.  Once again we apologize for any concern this has caused.  Please feel free to contact us with any additional questions or concerns. 

Sincerely,
*** ****
Talbots Customer Service Support

6/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RE Store:#1166 Trans#**** Date: 6/9/2013 I returned a dress that arrived defective (broken zipper) at the above store in Pembroke Pines, FL. It was purchased online from Talbots.Com (MASS). The store employee acknowledged the defect, processed a refund, but indicated that it excluded return of the shipping originally charged against my credit card account. Customers are entitled to a refund of shipping costs especially for defective merchandise. Furthermore, a perusal of the Talbots online finds that the description provided for their return policy makes no mention that shipping costs would be retained for any returns. Talbots' refusal to refund shipping costs therefore constitutes an undisclosed and unreasonable return policy. Consumers therefore cannot make an informed decision about a purchase, and the risk of having to return an item, defective or otherwise.

Desired Settlement: Full refund of shipping cost that were refused at the above store.

Business Response:

Hello Ms ***,
Thank you for contacting us about your most recent experience while visiting the Pembroke Pines Talbots store in Fl, on June 9th.

Ms. ***, first, on behalf of our customer service management, we are very sorry that you did not receive a perfect quality dress. Secondly, you are most certainly correct that when you receive a damaged item from our warehouse and return it to our store, we are supposed to credit the shipping cost as well.  Please rest assure that this unfortunate experience has been passed along to the stores management to raise the awareness level, to the Pembroke Pines store associates, on properly refunding the shipping cost on damaged goods received from a catalog order.

Ms ***, as requested, the $8.56 shipping cost has been processed for credit to your MasterCard(*****, the original method of payment used on the order)  and this should be reflected on your next billing statement. 

Thank you again, for informing us about this issue and for your patronage with Talbots. We look forward to delighting you on your next shopping experience, whether in our stores, calling into our customer service center or on our website at Talbots.com....your experience should be seamless!
 
Sincerely,
***** * *********, Corporate Support Supervisor

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

6/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a pair of Talbots jeans that fit well but have become worn out. On 3/30/13 I went to store #796 in Atlanta and purchased the same jeans. These are both labeled Curvy boot cut 14/32. I did not try the jeans on as they were labeled exactly as the pair that fits me very well and saw no reason to. I was leaving town the next day and washed the jeans. When I put the jeans on they were very loose. I held them up to the old jeans and realized there was a 2 inch difference in the size of the jeans!! Even though they are labeled exactly the same, they are very different sizes. When I returned from my trip, I took the jeans back to the store to obtain a refund and was told since they had been washed and worn, they could not be returned. I called customer service and recieved the same response. I would understand thier response if it was an item that could vary in size. But these jeans are labled exactly the same. This large of difference in the size is obviously a quality control issue and an error on Talbots part, not mine. I have been a loyal Talbots customer for over 10 years, but after this, I will no longer shop there. I have told many others about the shoddy quality control and how I was treated. I have discouraged them from shopping at Talbots.

Desired Settlement: I would like the $52.91 I spent on a pair of jeans that were mislabeled and do not fit me returned. Talbots needs to take responsibility when it is their fault.

Business Response: Dear Ms. ******,
We are so sorry that the service you received did not meet your expectations. You have every right to deserve better from Talbots, and we really want to make this up to you! I am emailing you pre-paid postage label so that you may return the jeans (at no charge to you.) I have also gone ahead credited your Talbots credit card for this item. You should see this credit post in about 2 to 3 business days, and it will appear on your next or subsequent billing statement. I also wanted to offer you some helpful advice, as I know that shopping for jeans can be hard. I also know that you’d like to get a pair of jeans with the same fit as the ones you love. Unfortunately, our stock changes from season to season, so even though this pair of jeans was labeled “curvy” in what appeared to be the right size, they weren’t the exact same item. If you’ll measure the pair you have right now, and email me the measurements, I will find a pair that fits closest to what you own now. Simply lay the jeans flat (on a flat surface), and measure them at the top edge of the waist band and then multiply that measurement times two, and that will give you the true waist measurement. Do the same at the widest part of the hip, and also at the leg opening. If you’ll email me at customer.service@talbots.com, and put my name, ***** ********, in the Subject line of your email, I’ll be able to research this for you and find something perfect! If there is anything else I may help you with, please do not hesitate to let me know. You may also always reach Talbots Customer Service at 1.800.992.9010.  Thank you again for contacting Talbots.

Sincerely,
***** ********
Corporate Support Supervisor

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

5/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchased at Talbots in Jackson, Ms on April 18th and I returned the merchandise within the allowed time for a return and the blouse thread came from the hem of the blouse. Yes, the blouse was worn, but the time for Talbots to provide me with a credit was still within the 90 day for merchandise return. Talbots fall to provide me for the credit Of $34.99 plus taxes.

Desired Settlement: I would love for Talbots to provide me with credit for the amount I paid for this blouse in the amount of $34.99 plus taxes.

Business Response:

Ms xxxx, after researching our records to locate the transaction to apply the credit of $34.99(plus tax), we were unable to find any catalog or store purchases. We will most certainly credited your method of payment though, we do have a return policy that has a 90 day limit but you were within those guidelines.  The fact is that you stated the blouse has a defective issue and the store associate should have accepted the return. In order for us to credit the item, please provided us with  the following:


  4 digit transaction number, found at the top of the original receipt.
  2 digit register number, found at the top of the original receipt.
  Date of when the blouse was purchased.
 

Also, we would like to follow up with the Jackson store about this entire matter so that this inconvenience does not happen in the future, if you would not mind to please confirm the location of the Talbots store and sales associates involved, if known.

Ms.xxxx, we do appreciate your loyalty to Talbots and value you as our customer. We hope that that you will give us another chance to show that we can and do offer excellent customer service.

We look forward in resolving this matter as quickly as possible.

Sincerely,
xxxxxxxxxxxxxxx,
Corporate Support Talbots Supervisor

5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I asked if they have a jacket in another size. I was yelled at and I responded "In Talbots people don't act like that" I was then subjected to a barrage of verbal abuse and vituperation. Horrified I left the store immediately. This is not acceptable behavior ever.

Desired Settlement: Reeducation of staff in regards to the treatment of customers. Assurance that such an event will never occur again.

Business Response:

Hello Ms xxxxx,

Thank you for your recent email concerning your unfortunate experience during a visit at one of our Talbots stores most recently. Please accept our deepest apologies that you did not receive our very best in servicing you. The behavior you received is not tolerated as we strive to delight you at each shopping return whether in our stores or when calling to place your order with a customer service representative.

Ms xxxxx, in order to fully investigate this issue effectively, can you please provide the following:
 
  • Name of the store visited
  • Store associate(s) that was involved 
  • Day you visit the store 
 
Once we have this information, we'll partner with the store manager, district and regional manager in providing some customer servicing training to associate(s) on how to build rapport with customers in order to keep customers delighted in shopping with Talbots. In the meantime, I would like extend an offer of a $75 Talbots Gift Card in hopes that you will come back in our stores again to shop and to show you that we can offer excellent customer service. Please look for your gift card that we'll send to your mailing address we have on file, below, in about 7 to 14 days. You can also use your gift card by calling our customer service contact center at 1800-992-9010 or on line at www.talbots.com

xxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxx

Thank you again Msxxxxxxxxx for your loyalty to Talbots and we hope to hear back from you with the store location information.



Sincerely,
xxxxxxxxxxxxxxx
Talbots Corporate Support Supervisor
 


Consumer Response:

Better Business Bureau:



The Store is #662 at 431 Chestnut Ridge Road, Woodcliffe Lake, NJ
The employee #xxxxxx
This happened on April 19th, 2013 at about 3:30 PM.

 

 

 

4/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received 3-31-13 Letter indicating changes to Talbots Credit Card Agreement indicating "******** ****" Would now be backing the card. Was given the option to NOT accept the new credit card terms by indicating so in writing (which I did via letter) and thus requesting account be closed. I also indicated I would shred my card. On 4-13-13 received a second letter with a new Talbots credit card issued and a new account number. Immediately called customer service (spoke with person named ****), reiterated that I had sent per their instructions, a letter indicating I chose NOT to accept the new terms and that I wished my account to be closed. I indicated there was no authority to issue a new card in my name and to please close it immediately (I would shred it). I was harrassed. I provided my name, mailing address, number on the card they had issued. I was asked for my full birth date and social security number which I refused to provide. So I indicated that I would file a grievance with the BBB because they refused to say they would close this account. The new account number issued is ******************* and I would like verification that it will be closed immediately and written notification provided from TALBOTS with no further correspondence or contact from them, please.

Desired Settlement: As indicated above, I would like the said account number (new card issued) closed immediately (it has been shredded) and I would like written notification that the account has been closed. I would like TALBOTS to stop contacting me and never issue another credit card in my name. I would also like them investiaged for requesting personal identification information that could result in fraudulent charges and is irrelevant to closing an account (SSN, Date of Birth, etc). Thank you.

Business Response: Dear Ms. *******, We are so sorry to hear of this situation. We understand that you took every measure to make sure that this account was closed, and that you are extremely disappointed to have received a new card. We are working with ******** now to ensure that your account is closed, and we have escalated it to the attention of ********** management. We will ensure that a representative contacts you to confirm the account closure with you.We really hope that you'll accept our deepest apologies. If you need anything else at all, please do not hesitate to contact us via email at ****************************, via live chat at ***************, or via phone at **************.Sincerely,***** ********Corporate Support Supervisor

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. Regards, *** *******

4/9/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: To: TALBOTS Corporate Office & HeadquartersAnd Customer Service1 Talbots Drive, Hingham, MA 02043From: ******* ** *********, Talbots Acct. **** ****Re: Erroneous billing resulting from 12-10-12 purchase in Evansville, IN storeAnd shipped to home addressI am setting out a history of my problem. Some of it is probably is not relevant to the specific problem, but I am attempting to give you a complete picture of the hassle and erroneous financial charges that have occurred because of TALBOTS CATALOG SHIPPING THE WRONG PRODUCT (Le. a pair of blue jeans instead of Italian wool slacks). The SECOND error of TALBOTS CATALOG is not mailing me the RETURN SHIPPING LABEL for returning the blue jeans.I have been a long-time customer of Talbots (shopped in Owensboro, KY store and Evansville, IN stores) and have always received good service in the past. I live in ********* , KY, am ** years of age and no longer make frequent trips to Evansville, IN. I also have received Talbots gift cards from a friend from time to time because they knew how much I liked Talbots merchandise and service.I have invested an inordinate amount of time trying to correct Talbots errors.My correct charges for 12-10-12 purchase is:$59.99 (includes 3.60 KY sales).All fees, interest, shipping, bank charges should be removed. I should receive a corrected written statement to this effect and that my credit rating has in no way been damaged because of this mix up.*** ****** Lane, *********, KY *****Ends: 3 pagesCopy of all info to Better Business Bureau

History of Talbots Problem commencing with 12-10-12 Purchase in Evansville, IN Store12-10 Clerk placed order for Italian wool slacks via red phone for me for shipping to my home;12-17 My second purchase in store was for 2 coordinating pieces to match slacks. This purchase of $95.65 was charged to my gift card. (This outfit was intended to Christmas Holiday use).Note: as of 12-10-12 card balances were $9.64 and $23.39
12-___ Received from Talbots Catalog the erroneous shipment ol blue jeans Instead of Italian wool slacks. l called Evansville, lN store and helpful clerk placed a call to Talbots Catalog (T.C.) about this error. T.C. promised to ship my wool slacks before Christmas AND mail the return shipping label re the jeans. I had the Jeans with proper paperwork packaged for return and waited for the shipping label from T.C. in the mail. (which never came).12-17 Received ñrst erroneous statement from Taibots12-22 I wrote memo to T.C. reminding them of erroneous shipping charge and addt'l .48 tas12-___ received the wool slacks but unfortunately too late to have slacks hemmed before Christmas; thus, no Christmas outñt.12-25-12 1-_13 was out of town for extended period.20131-17 Started to receive Talbots statements (which were INCORRECT and the addition of fees, charges___ My extended illness homebound2-17 Talbots statement- INCORRECT'3-5 approx. phoned Evansville, IN store during illness and tried to discuss this matter on the phone with no resolution - matter had gotten too complicated. l asked clerk to make a record of my phone call to reflect my effort to resolve the problem and that when I was well enough. l would come into the store with all my documents.approx. 5:30 7:00 hand carried jeans to Evansville, IN store special trip discussed and reviewed all sales receipt, catalog endosures, statements with Store Manager, *****.***** did a return on jeans in the amount of $63.59; but told me she could not help with the erroneous fees and charges. ( l felt that as a customer and because the problem resulted because of Talbots Catalog errors that l should not have to take any more of my time to straighten out Talbots errors.) ***** plaœd a phone call to a Call Center l?) - to *******, personal ID ******, ********* ****. in West C0. and handed phone to me. l discussed with ******* (over and over again) the facts relating to this matter. She also said she could not do anything about the fees and charges. ******* told me that I could file a dispute. She finally said she file the dispute and l told her I wanted her to do this. ******* told me she could not give me a phone number of Bank where l could call back about the status of this matter. She said she worked on Friday evenings and would up and call me back wlth status -that It might take approximately 6 weeks to resolve this.(l stood at Talbots check-out counter with papers spread on counter talking with ******* for a LONG time -very exhausting.)l asked ******* to phone me at home on Friday evening and give me a status.******* told me it was necessary for me to make a payment of $110.00 to put a hold on this account and not to incur any more fees, charges. I told her I was not in the habit of making payment on an amount which I did not owe. l wrote my personal check #**** dated 3-15-13 in the amount of $110.00. *****, the store manager, did an electronic transfer and returned the hard copy oí check to me. I emphasized more than once to ******* that she was losing a Talbots customer. She said 'her bank had assumed the account from another bank.„'TALBOTS STATEMENT HISTORY ACCT **** ****12-17 statement ********** order summary slacks w/ KY tax 59.99Shipping 8.00Addt' l tax .48Total Ordered $72.0712-22 I  wrote memn to T.C. reminding them I did not oweShipping of $8.00 nor .4820131-17 flannel slacks 59.99Shipping 8.00Fees 20.00Interest 2.77New balance $149.952-17 previous balance 149.95Fees 35.00Interest 3.21New balance $188.16(page 3 of 3 pages)Tri-State BBB 3101 N, Green River Rd., Suite 410 Evansviìle. WAT/'15Memo from ******* ** *********, *** ****** Ln., *********, KY *****3-21-13Would you please:review the enclosed dispute re Talbots and bank charges, file with your ofñoe;forward to the appropriate BBB in CO (where ******** Bank is located -the phone person would give me an address or phone no. for ******** Bank just said shewas calling from West CO).l appreciate your help.

Desired Settlement: Please see attachment.

Business Response: Dear Ms *********,

Thank you for contacting us about your order mishap. Please accept our apology for our mistake in sending you the incorrect item and the hassle this has caused you. From reviewing your order *************, the $8 shipping was credited back to your Talbots Credit Card on 1/16/12 and should be reflected on your 01/17/13 statement. Also, I see that we failed to send your Pre Paid Label as promised on 1/19/13. However, we are happy to see that you were able to make to the store to return the jeans and receive your full credit of $63.29.


Ms *********, in order for the finance and late charges to be handled, in addition to, the letter of letter of corrections of your credit status from the credit bureaus, we will have to send this to ********* bank as a disputed matter on your Talbots Credit Card. Of course, we will expedite this issue so that this matter is handled with top priority for the quickest resolution. You will be contacted by a representative from ********* bank, within the next few days, who will be handling the dispute of finance and late charges.   

Thank you again, Ms *********, for your continued patronage to Talbots. For your trouble, frustration that this matter has caused you, please look for a $75 Talbots Gift Card in the mail in the next coming weeks. We'll mail your gift card to your mailing address that we have on file, <st1:address w:st="on"><st1:street w:st="on">*** ****** Ln <st1:city w:st="on">*********, <st1:state w:st="on">KY <st1:postalcode w:st="on">*****.  Happy Shopping, Ms *********!

Sincerely,
***** * *********
Corporate Support Supervisor

3/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/25/2013 I went into the Talbots Outlet store located at 300 Mishawum Road, Woburn, MA 01801 and purchased $132.86 of clothes. While checking out, the clerk told me that my Bank of America debit/credit card did not approve so I gave her a Mastercard credti card. l later found that the purchase had been made to both cards. Subsequent calls to the store and corporate headquarters have failed to resolve this issue and I'm given a different story each time I speak with someone new. Requests for callbacks from the company have also been ignored.

Desired Settlement: I want the double charges to be put back in my Bank of America credit/debit card.

Business Response: I so apologize for the delay in this response.  Talbots quickly became aware of the problem.  All duplicate charges were credited back the week ending Saturday March 2nd.  Unfortunately since these were debits, some banks took longer to show the credits. An apology letter was mailed on Saturday March 2.  This letter apologized for the mistake and offered a 25% discount on a future store purchase.  We contacted customer by phone on Monday March 11th to confirm she can see her credits.  Customer stated she has received credits.  Customer is satisfied with this resolution.

Sincerely,
*** ****
Talbots Corporate Research and support.

3/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Talbot's frequently advertises merchandise on their website that is not available. Several times I have placed an order only to get an email stating they are searching their stores for the merchandise which never materializes. In the meantime, I have sometimes ordered other items and end up paying shipping but never receiving the items that I really wanted. I recently used gift card to purchase items and they sent a credit in the form of a letter. The Talbot's store wouldn't accept it and ended up throwing the paper credit away and now I am out the $39 credit. Very horrible experience for a loyal customer for over 20 years.

Business Response: Dear Ms. *****,
We are so sorry that this happened. When merchandise is no longer available in our distribution center, we check our store inventory for the item(s) via our "Direct Fulfillment Process." When we have store inventory available to ship, we list the item as “available” on the website. However, the website isn’t able to distinguish whether the item will ship from the distribution center or one of our stores. If you are able to call to place your order, our Customer Service specialists will be able to tell you whether the item is in stock in our distribution center to ship to you immediately, or whether we will be attempting to ship your item(s) from one of our stores.

You may always place an order with us at 1.800.825.2687. When ordering online, you may also chat with us live from our website with any questions or concerns you may have. I also really want to apologize that the store would not accept the credit you received in our letter. If you ever have any issue like this in store, please just call our Customer Service department, or even have the store call directly. I did notice that we were able to reissue the merchandise credit for you after you emailed our Customer Service department on 2/26. It is now on its way to you.

As a token of our apologies, I have also credited back the shipping and handling you paid on your last two orders. I am also forwarding your comments and concerns regarding the Direct Fulfillment process to management for review. I really hope that this is helpful, Ms. *****. If there is anything else at all that we may do for you, please feel free to email us at customer.service@talbots.com, call us at 1.800.992.9010, or click-to-chat with us live online at www.talbots.com.

Thank you again for shopping with Talbots.

Sincerely,
***** ********
Corporate Support Supervisor

3/8/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: On Monday (2/25/13) I made a purchase for $50.75 at store #0208. My debit card was swiped 5 times by the clerk in an effort to charge it first to debit, then to credit. She kept telling me it was denied. Neither of us could understand why..so, I gave her another credit card, and the charge went through. I was upset to see on my bank statement on Tuesday(2/26) that my account had been charged FIVE times for $50.75. I called first the store, then at the direction of store manager, ****, I called the customer service number and spoke with *******. Apparently there had been a glitch in transitioning their bank, and software, and the registers were not functioning correctly, but the clerks didn't know that at the time. She assured me that the problem would be taken care of and the charges reversed by the end of the day. When I checked on Wednesday(2/27/13) the charges at my bank had not been reversed so I called customer service again. (1-800-992-9010) This time ******* said that the charges had been reversed but that it could take 48-72 hours to show up at the bank. I called my banking institution. **** said that since Talbot's told me 48-72 hrs, and that delay would be at their bank not mine, I couldn't start a dispute until we gave them that time. Once their bank approved the reversal it would be an electronic credit and go through immediately. That afternoon (2/27/13) a representative from Knoxville corporate office called to take more information including the phone # of my bank, and the last four digits of my debit card. She said she had verified the incorrect charges, and the conversation and information would expedite the negation of the wrong fees but it could take 48-72 hrs.from Tuesday (2/26/13) I asked for a phone call from them when it was done. She said she couldn't do that, except to tell me that when all the accounts had been taken care of they could let me know. I asked for that call. To date I have not received it. It's a week since I made that ill-fated purchase. This rep (2/27/13) also suggested that I dispute the charges at my bank. I explained that the bank would not initiate dispute until the 48-72 hrs. Of course that put off action on my part to the end of banking on Friday. I checked my bank account this morning and the incorrect charges have still NOT been reversed. I am initiating dispute at the bank, and a complaint to BBB. When I called Talbot's Customer Service this morning (3/4/13), *****, was appalled this had gone on so long, but the best she could do was send all the notes again to Knoxville with an Urgent note on them. Meanwhile, I have had to move over $255. into my checking account to cover this errant bill. Note it is the end of/beginning of the month and I have many bills due. This is most disconcerting as some bills I am now not able to pay. AND Talbot's has been holding my money without my permission for 7 days. How long will this go on?

Desired Settlement: Incorrect debit charges in the amount of $253.75 need to be reversed. Some compensation for aggravation of repeated phone calls with company and bank. I will be returning the merchandise once this is straightened out, and probably never shopping there again.

Business Response: Talbots quickly became aware of the problem.  All duplicate charges were credited back the week ending Saturday March 2nd.  Unfortunately since these were debits, some banks took longer to show the credits. An apology letter was mailed on Saturday March 2.  This letter apologized for the mistake and offered a 25% discount on a future store purchase. 

We contacted customer by phone on Friday March 8th to confirm she can see her credits.  Customer stated she has received credits as well as the apology letter.  As further apology for her time and frustration we are sending her a 50.00 talbots gift card.  Customer is satisfied with this resolution.

Sincerely,
*** ****
Talbots Corporate Research and support.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

2/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a blazer in the Plaza Frontanec store on Jan 8th. The blazer was 50% reduced. On Jan 17th I received an e-mail from Talbots stating the same jacket same color and size was now on sale for 70% off. Having not worn the jacket the original tags were still on and I had the receipt I took the jacket back and ask the price be adjusted. *****, the manager, told me that would never happen unless there might be another jacket in the store. At no time did any one offer to see if there was anther jacket in the store. She just informed she worked at Talbots for five years and refused to help me. This was not a final sale item. I then went home and attempted to order the item from the catalog but did not believe the transaction went thru. I then look to see if I could find the jacket at another store. I did at the Plaza Frontanec store, same size and color. I reserved the jacket and went in on the 19th and exchanged it. Never receiving any notification that I really had placed a catalog order until Tuesday the 22nd I received an e-mail my blazer was shipped. Thursday I recieved the next blazer. I then went to the Chesterfield Mo store @1580 Clarkson Road hoping to have better customer service. I had received an e-mail from Talbots on Wednesday that the same jacket size and color was now $39.99. When I returned the jacket I said I now have 2 jackets same size and color and want the $39.00 price. This time I was introduced to ******* ****** the store manager and she told me that would never happen and she also told me there would be no further discussion about the matter. I could return the two jackets if I chose but could only repurchase one out of the catalog because they would now take the two jackets off the floor so I could not repurchase one of the for the additional sale price. As I was walking out the door there it was same jacket size and color on the sale rack for $39.99 so they said I could purchase that one. The one they sold me is full of wrinkles which I remarked about.

Desired Settlement: I believe the policies and managers work practices need to evaluated. I have been a good customer of Talbots for 25 years and if I am being treated this way so are many more people.Had I worn the jacket I could understand but I am extremely disappointed by this behavior. I am a consumer and to be treated as a preschooler is unacceptable. I will made sure to tell my story to anyone I know that shops at Talbots. On the other hand I hope that ****

Business Response:

Dear Ms ******,
First, please accept our apologies for not giving you the best customer service that you deserved. We want to ensure that no matter how you come in contact with Talbots, whether it's in our stores, chat, email or catalog, that you leave delighted with our services. We strive to  provide a seamless level of excellent customer service through each channel of our business and when we have failed in servicing you, we need to have that feedback so that we can take this opportunity to address these behavioral matters directly and quickly to prevent other occurrences. Thank you for taking the time to inform us on these unfavorable issues.

Ms ******, Talbots does has a Sales Price Adjustment policy on items that were purchased at the full ticketed price. If the full priced item(s) is marked down within 14 days, provided with receipt or catalog summary, the item is eligible for a sale price adjustment. 

However, in your case, the first purchase of the jacket you paid was at a marked down price of $83.99,orignal price was $199.99  (Item number ********,16 and 18 misses, color Jazz Pink/order number *************, total $175.08),These were return to the store on 01/08/2013.

The second purchase for the same jacket was made on 01/08/2013 (order number **************, total $60.44) marked down further, only one jacket was ordered. This was returned to the store on 01/24/2013.

The third purchase of the same jacket was made at the store marked down further to $39.99(transaction number ******************, total $43.17). There is not a return showing on the final purchase.

Taking in consideration of what you had to go through in ordering/returning to get the price you ultimately wanted and the undesirable customer service you received in the mist of all these transactions, we would like to extend our sale prices adjustment policy to grant a credit on the final purchase price you paid. You will find a credit of $20.84 to your Visa ending in ****, the payment that was used on your last purchase for the jacket. However,we hope that you will understand, Ms ******, that we must adhere to our Sale Price policy to be fair to all of our customers.

Ms ******, We hope that this resolution to this matter is satisfactory to your needs. Furthermore, we hope that you will give us,Talbots, another opportunity to wardrobe your fashion attire in the very near future. Thank you so very much for you loyalty and patronage to Talbots.

Sincerely,
***** * *********,
Corporate Support Supervisor

2/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Five days ago I bought a shirt at their Lancaster outlet store and told the associate that I wasn't from the area and didn't have time to try it on. So I asked her if I could return it to their Reading/Wyomissing store and the associate said I could. I went to return the shirt today with all the tags still on and still had the receipt. The sales lady at the Reading location refused to give me my money back because I bought it from their Lancaster store. I then explained the situation and the sales lady got rude with me. I walked out the store all upset and cried on the way home. I came home and called Talbots 1-800 number and the customer service rep said there was nothing she could do to help me. I just want my money back for a shirt I bought!!!! I am never going to shop there again and I am going to tell all my friends and family what horrible service I got today.

Desired Settlement: I would also like reimbursed for my gas and time for driving to the Reading location on top of the price I paid for the shirt.

Business Response: Dear ** *********,

First, please accept our apologies for not giving you the best customer service that you deserved. We want to ensure that no matter how you come in contact with Talbots, whether it's in our stores, chat, email or catalog, that you leave delighted our services. We strive to provide a seamless level of excellent customer service through each channel of our business and when we have failed in servicing you, we need to have that feedback so that we can take this opportunity to address these behavioral matters directly and quickly to prevent other occurrences. Thank you for taking the time to inform us on these unfavorable issues.

*** *********, we would be more than happy to grant your request. The quickest way for us to do that is by crediting your credited card that was perhaps used on this purchase. However, your name and address that you have provided, we are not showing listed in our data base. If you would not mind to respond back with the following...
  • Your Customer number that can be found on the back your catalog in the yellow box
  • Billing information, name and address that is listed on the credit card used and the last 4 digits of that credit card
  • Store information from your receipt...store number, transaction#, register# and date.
This information would very helpful for us to expedite your credit.  We want to resolve this matter for you as quickly and smoothly as  possible.  We look forward to hearing back from you very soon.

Sincerely,

***** * *********
Corporate Support Supervisor

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

1/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Tried to take advantage of a promotion advertising 50% off on Dec 26th. Below are the details as published at Talbot's website. 50% Off + Free Shipping 50% off your entire merchandise purchase, plus Free Standard Shipping on $125 or more valid Wednesday, 12/26/12 online only. Use offer code TODAY. 50% off discount will be applied at checkout. Free standard shipping valid on orders of $125 or more shipped via standard delivery (6–9 business days on in-stock items) to one shipping address within the continental U.S. or Canada. Additional charges may apply if you choose express delivery and/or multiple shipping addresses. All applicable duties and taxes will be paid by the package recipient. Taxes, shipping and handling fees, purchases of Gift Cards or e-Gift Cards, and payment of a Talbots Charge account are excluded from the discount. Offer may not be combined with other offers, coupons or discounts and cannot be used for prior purchases. No price adjustments. No rain checks. No cash value. Not transferable. Final sale merchandise cannot be returned or exchanged. Associates of Talbots and its affiliates are not eligible. Retirees and corporate accounts of Talbots and its affiliates also are not eligible. I attempted to place an order online at 10:00 PM US PST since I live in California. Talbots' website wouldn't accept the offer code of TODAY, so I phoned Talbots at 1-800-TALBOTS to place the order by phone instead. The customer service representative wouldn't honor the discount. She explained that the offer had already expired at midnight US EST. I explained to her that the offer details didn't specify a time zone and that the website still advertised the 50% discount. She apologized but said that she couldn't do anything to help me because that was Talbots' policy.

Desired Settlement: I would like Talbots to honor the discount on the items I intended to purchase and that in the future they either specify that offer is only valid for EST or that they honor discount at other US time zones: CST, MST, PST and HST.

Business Response:

Dear Ms ******,
Thank you for your recent notification to us about not being able to use the "Today" 50% promotion on Monday 12/26/12, due to a time zone difference.

Ms ******, please accept our apology on not giving you the best customer service that you deserved. We should have honored your request to use the 50% promotion because there was not a specified time zone mentioned in our promotional advertisement disclaimer online. We would be more than happy to honor the "Today" promotion for you. In looking at your past orders, I came across only one dated 122712******* for $86.18, not the amount quoted in your claim to us. Please give us a call at 1 800TALBOTS so that we can manually apply this promotion as it has expired on our website. I will have detailed notes on this specific issue on your profile so that the transaction goes very smoothly. Or if it is more convenient for us to call you to place the order just let me know in your response and I can have one of our representatives call you. Please understand that because this was a one day event promotion, this extension can be only on one order until Sunday, January 6, 2013.

Additionally, to further avoid circumstances such as this, I have passed along your compliant to our corporate management to ensure we specify time zones to included EST, PST, etc... in our disclaimers as we have been in our past sale advertisements.  We want all of our Talbots customers to be able to enjoy our fantastic and end exciting sale events!

Ms ******, I hope that I have helped resolve this matter for you and I look forward to hearing back from you with your decision on how you want to place your next order.

 

Sincerely,

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

Corporate Support Supervisor

 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

12/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On "Cyber" Monday, I ordered a pair of pants from Talbots online as a gift for my wife. They were offering 40% off 1 item with free shipping. I completed the sale and received by email my confirmation within moments of my order. The following day I receive an email from Talbots indicating that the item I ordered was not available and that they'd try to find it in a store. The next day I get an email stating that they could not find the item and that I should call them. When I called, they told me I could only get something else from what they currently have on hand in their inventory, which isn't much, in order to get the deal they committed to when they took my order on Monday. They said that I could not wait until the item was in stock again to receive the offer they offered me and committed to when they initially accepted my order.

Desired Settlement: I was expecting that I would be able to use the offer they committed to (40% off 1 item with free shipping) in the future once their inventory was replenished, since they did not have comparable items on hand to select instead.

Business Response: Dear Mr. ******, Thank you for your recent inquiry. We really apologize for this entire situation.We would be happy to offer you this promotion in the future. It was actually “50% off one full priced item” plus the free shipping. I will be documenting this interaction to ensure that this is honored for you in the future on a similar item. If you would prefer, I would also be happy to try and do a store search in order to find this exact item. In order to do this for you, I would just need for you to reply giving me permission to order this for you. I really hope you will accept our apologies for the trouble. Please just let us know how we may make this right for you. If you need anything else at all, please reply to this email, chat with us online at www.talbots.com, or call our Customer Service department directly at ###-###-####. Thank you again for contacting Talbots. Sincerely, ***** ******** Customer Support Supervisor

Consumer Response:

My response:


I have reviewed the response submitted by ***** ******** at Talbots.  After Talbots customer service sent two responses where the store phone number was masked (like XXXXXX****) and unusable, they finally did succeed in sending me a phone number 1 week later (3rd try at sending it) and I did speak with a manager at a store in Annapolis who had a pair of pants that she sent to me.   However, she could only send them by the slowest delivery method possible and so I will not receive them until 12/21 or later.  Because I will not have the opportunity to see the merchandise for several more weeks, I cannot accept her response as resolving complaint 9314340 until after that time.  I would like to leave this complaint open until then.  My hope is that the merchandise arrives, is clean and in new condition, and does not appear to have been on a store shelve and look dirty or returned or some other unacceptable state.

If Elena wishes to contact me directly, she may by calling ###-###-#### or by email at ************************* 


Regards,

***** ******

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

 

12/10/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an e-mail from Talbots stating that I could receive an additional 30% off my total purchase above and beyond their already marked down sales prices. Their website has been having problems for the last week calculating these discounts, and they are fully aware of this issue. When I placed an order last week, I had to directly call Talbots in order to receive the discount and to place the order. But when I called today, a representative as well as a supervisor refused to adjust the order and to give me the discount. They state that I am reading the website incorrectly, and that the items are not an additional 30% off which is false. I have a screen print of their website showing the 30% off offered to all merchandise (no asteriks is listed to limit), as well as an e-mail from the company reflecting their advertising. A customer service representative named Ron and a supervisor named Brent both refused to adjust for the discount. This isn't the first problem I have had with Talbots. Over the last year, I have received faulty merchandise including wrong sizes, material that shrinks, and bad stitching on jeans. Now I am having incessant problems with their website completing the correct discount which is advertising fraud. They have been alerted of this problem by numerous customers, including myself, and they have failed to correct the problem in an expedient manner. So at this point, I am writing to make a formal complaint of the problems experiences, and I do not plan on shopping with them again.Reasons like these is why Talbots is having financial problems. Good grief!********* ******

Desired Settlement: If they want to compensate for the continued problems and to keep me as a customer, they need to take my previous order from last week and adjust it to the new sales price plus give me the extra 30% off advertised on their website and e-mail (code HOLIDAY). Otherwise I will return the merchandise and will not do business with them again.

Business Response: Dear ********* *******

I am writing in response to your recent complaint concerning the HOLIDAY 30% promotion.  I apologize for your disappointment in Talbots and any confusion caused by this promotion.

Our records indicate that order ************* was processed with the 30% HOLIDAY promotion.    However due to your inconvenience as well as your disappointment in Talbots merchandise in the past, I have processed an additional 30% discount on this order.  You will see a credit of $58.64 on your next American Express  statement.

Please feel free to contact us if we can be of further assistance.  Thank you for shopping with Talbots.

Sincerely,

*** ****
Corporate Support Supervisor

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,
********* ******

11/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a Talbots gift card many years ago. Card #**** **** **** **** was a present from someone in California. This card carries a $75 balance on it I have traveled to the store and called online services and I cannot return the gift card. I have no way of using the money on this gift card and I am asking this because I am not the one who purchased the gift card. The card was a present and I believe that Talbots has poor customer service when a gift card cannot be used and they are not willing to refund the money on it to the giftee.

Desired Settlement: I would appreciate it if I could get the cash value of this card since I am unable to use.

Business Response: Dear Ms. *******,
Thank you for your recent inquiry.

We sincerely apologize for the inconvenience, but our gift cards are not redeemable for cash. I have searched through our databases, and I am actually not able to locate the gift card number that you provided in our systems (****************.) Because of this, I am unable to even validate the dollar amount of the gift card.
 
If you have the original Talbots receipt for the purchase of this gift card, we would be happy to process a return for it. We would be able to refund the original method of payment.

Thank you again for contacting Talbots. If you need any further assistance, Ms. *******, you may contact us by replying here, via email at customer.service@talbots.com, or by calling Talbots Customer Service directly at 1.800.992.9010.

Sincerely,
***** ********
Corporate Support Supervisor

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

11/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: August 25, 2012
****** ******** ****** ** ******** *** ********** **** ***** **** **** *** **** ********* ** ***** ******** ******** *****
To Whom It May Concern:
Please find enclosed a copy of the letter that was mailed to me by ******* ******** ******** **** in Lincoln, RI on August 16, 2012. In the unsigned letter ******* credit origination wrote there were repeated attempts to contact me; I have received none. ******* **** contacted ***** ***** ***********, a credit reporting agency, to make a credit decision of my ******* application on August 5, 2012. This credit application was approved, but based on the address information ******* obtained from a credit bureau, the account was abruptly suspended. The methodology ******* employed in making this credit decision appears *********** ************ ***************** u My credit score (enclosed) is well above the minimum; a reorganization of ******* ******** **** appears to be necessary.
******* Bank contact with the ***** ***** *********** ****** ****** was highly irregular, inexcusable and completely unnecessary. This contact was made because of problems ******* staff had in being unable to handle the mailing address information which appeared on my credit application. I reluctantly agreed to provide my street address on the credit application, but specifically requested that all mail be sent to my **** **** * staff member at ******* assured me she would carry out my request, but failed to do so. ******* ignored my request for alternative mail deliver** ******* ** ***** **** *** *********. In addition ******* never disclosed to me the dollar amount of the approved account, which is ********
I find that members of *******' customer service department are blatant and uncooperative. The customer representative to whom I spoke on ********* ****** ** ****** informed me that she "did not need my speech." After being put on hold twice, this customer representative passed along information to me which mayor may not have been accurate. At my insistence, she connected me with her supervisor after an extended wait. The supervisor was condescending but unhelpful.I did not receive a bill from *******, and have informed this company I would like to pay the bill with a national credit card. A ******* salesclerk stated it is illegal to make payments on the ******* credit card, now suspended, with another credit card. This appears to be a violation of my civil rights.The obvious incompetence of ******* staff in dealing with financial and customer service matters leads me to believe ******* will turn my account over to a credit bureau for non-payment in the very near future. This company's airy, excuse-ridden alibis carry a nonchalance and assumption-loaded policy that is extremely distasteful to me. I request that you investigate this matter and find ******* at fault.
Sincerely Yours,
***** ** ************


Desired Settlement: see Attached document

Business Response: **** *** *************

Please accept our ******** that you did not recieve our best customer service concering your ******* credit card in August.

When applying for our ******* charge card, certain guidelines must be followed. Under *** *** ******** **** financial institutions such as ******** **** are requried to obtain specific information when accepting a creidt application. One requirement is a street address for charge applications. If a customer has a billing address of a Post Office box, they are required to provide their street address on their application (the exception to this is APO and FPO addresses). After the application is processed, we can update the street address to their Post Office billing address. The charge plate will be sent to the street address. The charge statements and subsequent mailings will be sent to the Post Office box.

*** ************* we do apologize for any inconvenience this has caused and for the misinformation you recieved. We do want to resolve this matter for you as quickly as we can, so that you can enjoy the great benefits of our ******* charge card. In order for this to happen, our New Accounts department will need to update your acccount to your physical address in order to mail your ******* charge card. Once you have recieved your card, you can call our Customer Service department to request your address changed to your P.O. Box. 

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


Thank you, *** ************ for your time and patience on this matter.  We hope that our explanation has resolved your inquiry, and if there is anything else we can do further assist you, please let us know.



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

11/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a long sleeve cotton t shirt in September. After 3 washings with my gentle front load washing machine, it got a hole in the front. I called customer service to see if they give me a store credit or refund, and they said it probably got a hole in the wash because it rubbed against a button and it should have been hand washed. There is no tag on shirt indicating that product should have been hand washed. I believe the hole in the shirt is due to cheap thin material.

Desired Settlement: refund check

Business Response:

Dear Ms *********,

We are very sorry to hear that you did not receive our very best in customer service while visiting your local Talbots store, in Shorthills, NJ. We want to make this matter right for you Ms ********* as we value your customer loyalty to Talbots. Therefore, we have honored your request to credit the pima cotton tee in the amount of $29.50 back your ******** ******* card, which is how the purchase was made on September 21, 2012.  As for the return of the damaged tee, in light of the recent storms that has hit the East Coast, at your convenience; we can email or mail a Pre Paid Label to you, by giving us a call at 1-800-992 -9010 Talbots Customer Service. Your safety and well being is most important now.        

Sincerely,
***** * *********,
Support and Research, Supervisor

10/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: talbots sent me a ad for the month of oct. 2012 and in the ad where some boots named ***** riding boot price in ad at $24.00. i called tablots in champaign il. and the clerk told me it was a misprint and that talbots was giving a 25% off coupon that is not fair that they quoted a price in they ad. so she told me that to call corp. i call and the corp said that it was a misprint from the printer, a printers error ....but on facebook they told others and wrote back to me that it was a administrative error. they said that they was sorry for any disappointment caused by the administrative error in there recent catalog regarding the ***** riding boot. and that they certainly value my business and hope i understand the reason they cannot honor the printed price. As a valued customer, they hope i will give them the opportunity to make it up to me in the near future....i have been shopping with talbots over 30 years i'm very upset i feel sick and i couldn't sleep

Desired Settlement: to honor the price that was in the ad

Business Response: Dear Mrs. ********,

Thank you for your e-mail.  I apologize for your frustration surrounding the ***** Riding boots.  Yes it was an administrative error, we will be happy to give you 25% off of the correct price of $249.00.  Again our apologies, if you have any further questions or would like to order the boots,  please call us 1-800-992-9010.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

10/5/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an online order on August 24th with an additional 25% and free shipping code, the code was successfully applied and the total amount was thus revised, but when I received the order confirmation, I didn’t get the extra 25% off and was charged $8 for the shipping. I contacted the customer service to cancel the order immediately, but they said it has already been processed and can’t be cancelled. Their altitude was very rude. They have a website problem but they just didn’t admit it. If I knew the code can’t be applied and I would be charged shipping at the first place, I won’t place the order. How can they just let me place the order with the discount but in fact no discount and free shipping and won’t even allow me to cancel the order? This is cheating.

Desired Settlement: Cancel my order and refund the total amount that has been charged including the $8 shipping cost.

Business Response: Dear Mrs. ***,

Thank you for your inquiry.  I apologize that we were not able to cancel your order from August 24th.  The order has been reviewed and we see that it was delivered on August 31st.  We also reviewed the three promotions that were on your order and all promotions that you were eligible for was applied to that order.  If you have any further questions please contact us at 1-800-992-9010.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The complaint is:  When I populated my order and applied all discounts, the ordered totaled about $76.  After reviewing and then clicking on the “submit” button, the confirmation received was for
charges totaling $110.95.  I immediately called your customer service department and requested cancellation of order.  Your customer service did not grant me the request with explanation of “order was already processed and customer can refuse packages”.

The problem I want you to solve now is not to cancel my order because two packages were already delivered but I refused them and they were sent back sender.  So, I am requesting refund of my order and shipping costs.

Regards,

Fang Guo

 

 

Business Response: Dear Mrs. ***,

Thank you for your e-mail.  The amount of $8.74 has been credited back to your Visa that you used on the order for the shipping and handling.  The merchandise was just received in the warehouse today.  You will be credited your original method of payment once the return has been processed.  It will take 5-7 business days to process.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

10/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On September 11, 2012 purchased a number of items from Talbot's. Of the items purchased s few of them were FINAL SALE. When I received the items two of the FINAL SALE items a Smocked Silk Dress and a pair of jeans that clearly were nowhere near the size the represented the measurements are not consistant with the measurements on the website. I contacted customer service and was told that the website has general measurements, but if you call they have measurements for each individual item. That bit of information is not listed on the website. I was asked if I had ever worn Talbot's clothing before and told these items have been in the store for months and I should have tried them on before I bought them FINAL SALE. I was informed that they would allow me a FINAL SALE exepemtion just this one time and in the future I would need to try the items on before I order them final sale. I addition to the insult to my inteligence regarding the sizing and their FINAL SALE policy, the Smocked Silk Dress is currently being sold merely as a sale item (not FINAL SALE) at a higher price. Talbots would make the one time exception to return the items this time at my expense. I would have to pay to have them shipped back to receive a refund on some irregular products that they were trying to clear out of their inventory. As I told the customer service representative, I have just bought and paid for this lesson. I'm not going to pay for you to send me crap and for me to send your crap back to you. I, my mother (******* **********) and my sister (********* **********) have shopped with Talbots for years (check your records) and have highly recommened them to many friends. We, all three, have been so dissapointed in the service and product quality as of late that we have decided collectively not shop with Talbots anymore. My mother (******* **********) is now in possession of items that need to be returned because Talbots clearly shipped a skirt in a package labled pants to her instead of the pants she ordered. She also bought the same pair of jeans and has the same sizing issue in addition to other issues with items she has ordered recently. These only two of the issues she has had with ordering from Talbot's recently. It is sad that a name which was once synonymous with great classic, quality clothing has diminished so greatly. Regards, ****** **********

Desired Settlement: Ultimately I would like the items I ordered in the correct size. Absent that, I would like a refund not at my expense.

Business Response: Dear Mrs. **********,

Thank you for your recent e-mail.  I apologize that you were not familiar with the final sale policy.  I have emailed you a prepaid return label so that you will not be responsible for the postage back to Talbots.  Once the merchandise is received you will be credited.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

8/17/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Talbots charged same item for two times and refuse to take any action to correct their mistake!

Business Response: Thank you for your e-mail.

The charge you are seeing is an authorization charge and will automatically come off of your card.  The amount of time it takes for the authorization to come off of your card is determined by the bank that owns the credit card you used for the order.  Talbots completes the process within 24-48 business hours.  Please contact your credit card company should you have any further questions regarding the authorization charge.

Thank you,
***** ******
Assistant Manager, Support

7/28/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Talbots does not notify their ***** customers that pay via on-line bill pay that even though they request through ***** that their bill be payed on the bill statement due date, the payment will not be processed by Talbots until the next one or two days (after receiving the money from ***** on the billing statement due date) resulting in a late fee of $35.00. I have been informed by Talbots that they only process same day transactions with four banks and ***** is NOT one of them. However, they have chosen to withhold that information from their customers resulting in numerous late fee charges thay they then get to charge to those customer's accounts. I was also told that they use Checkfree to process their checks that come from the banks via on-line bill pay. It seems wrong that if you go to Talbots.com to pay on-line, you are told that you are using Checkfree to process the payment and it is coming from you bank account. Also, via Talbots.com, I was notified by Checkfree that the payment would be credited to my Talbots account on the same day that the payment was processed. Why then when the check come straight from my bank account via ***** on-line bill pay, can't Checkfree/Talbots post the payment to my account without having to "process" it for 24 to 48 hours? Why do they say they have to wait 24 to 48 hours to post the check?
It is coming straight from my bank account! It seems like Talbots is able to collect a lot of extra "fees" with this deceptive practice. ***** is the largest bank in the United States and they do not think that they should let their customer's know that if they use the on-line bill pay via ***** that all of their payments will be posted as late unless they ignore the statement due date and pay several days earlier? I have several department store credit accounts and this is the ONLY store that will not post to the account the day that ***** sends the money to the payee.

Desired Settlement: Notify customers that if they use any other bank other than the "4" banks that they can process same day transactions from, they must ignore the statement due date when they are using on-line bill pay through ***** bank and have the payment arrive several days earlier.

Business Response: Dear Mrs. ********,

Thank you for your recent e-mail.  I apologize for your disappointment.  I have removed the $35.00 late fee from your account.  Please know we have several options for making payments, you may pay at any store or online at checkfree.com.  Please note if you pay online through checkfree, there is a terms and conditions page, there are days that payments do not post so please plan in advance if you chose this option.  Thank you for shopping at Talbots.

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not understand why you can not work with large banks like ***** to determine a "processing" time that would allow the payment to be processed on the day the statement says it is due?  Why does ***** say that it takes one day to "process" the payment but Talbots has to "hold" the payment for days after that making the payment late.  Why do no other stores have the problem that Talbots has?  I think Talbots need to look into upgrading their bill payment process.

 

 

Business Response: Dear Mrs. ********,

Thank you for your feedback.  I appreciate the response and I will share your concerns and comments with the appropriate departments.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

7/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: see Attached document
Click Here to Get the File
https://odrcomplaint.bbb.org/bureaus/files/complaints8973335Speaks-complaint.pdf

Desired Settlement: see Attached document

Business Response: Dear Mrs. ******,

Thank you for your recent e-mail and for you recent letter.  We have reviewed your account and see that we have given you two return exceptions, the first one was on 1/20/2010 and the second was on 8/9/2011.  Each time we did send you letters and copies of the return policy.  Our return policy is stated on the back of our receipts and on our website.  If you have any further questions, please do not hesitate to call our Customer Service department at 1-800-992-9010.

Thank you,
***** ******
Assistant Manager, Support

7/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Twice in the last three months I've order items online and paid for my purchases. In one case when the shipment arrived (I had ordered two items), a note was on the receipt that one of the items was not available. I called and asked that they give me the same discount on another item. They later found the item at another store. On 7/16/12, I ordered another item online and paid for it. On 7/17/12, I received an email informing me the item was no longer available. How could I be allowed to buy an item and then btold it wasn't available. I was asked if I wanted another item. Bait and switch!!!!!!!!!!!!!!!!! **

Desired Settlement: I think Talbots has to modify their online shopping to not allow a purchse if the item isn't available. I would like to know how Talbots decides who receives an item.

Business Response: Dear Mrs. *******,

Thank you for your recent e-mail.  I apologize for your disappointment.  At the time when an order is placed, if we do not have inventory in our warehouse, if there is a possiblity that one of our stores may have it, we will attempt to get that item from the store and ship it to you.  When you receive the notice that the item is no longer available then we have attempted to locate the item for you in our warehouse and in our stores across the county.

Again I do apologize for the disappointment and frustration this has caused you.

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I purchased an item from you that you made available on line  and it is your responsibility to honor my purchase. If your program is incorrect in how it allows someone to purchase an item, then fix it. You have
no disclaimers stating that the item may not be available.

 

 

Business Response: Dear Mrs. *******,

Thank you for your e-mail.  We have conducted a second nationwide search and was able to locate the white eyelet jacket.  Our Wayzata, MN will be shipping it to you.  If you would like the tracking number please feel free to contact them in two business days at ###-###-####.  Thank you for shopping with Talbots!

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Thank you.

7/9/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a skirt at Talbots in McLean, VA and it was of the poorest quality, it stretched to such a degree when I wore it that it was falling off and it was a wrinkled mess. Talbots refuses to let me return it.

Desired Settlement: I would like a refund.

Business Response: Dear Mrs. *******,

Thank you for your email.  I see that we have taken care of the return exception for you on June 27th.  If we can be of any further assistance, please do not hesitate to contact us at 1-800-992-9010.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

6/12/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 1/17 I placed an order at the talbots website for $94.64 with free shipping (with order confirmation email). While on 1/19 talbots charged $151.92 to my card WITHOUT MY ACKNOWLEDGEMENT. Upon receiving items I immediately returned them, but was credited back $137.04 onlyl. I contacted their customer service, but it's not helpful.

Business Response: Dear Mrs. ****,

Thank you for your inquiry.  We have submitted a credit of $14.88 to your Visa card for the shipping and handling fees.  If you need any further assistance please contact us at **************.  Thank you for shopping with Talbots.

Thank you,
***** ******
Assistant Manager, Support

4/4/2012 Problems with Product/Service | Read Complaint Details
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Complaint: I went to this store and purchased an item that wasn't in their store. I gave them my credit card. I paid $42.98. They found it at the Fairview Heights store. They were supposed to transfer the order from Fairview Heights to Chesterfield. Now they don't know where the item is and they are saying they shipped it to my home. They said they sent it by FexEx but Fex Ex doesn't know where the package is. I specifically told them not to do that. I have called their customer service and was on hold for a long time. They told me they couldn't handle it because it wasn't a catalog purchase.

Desired Settlement: I would like the product or a full refund.

3/2/2012 Advertising/Sales Issues | Read Complaint Details
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Complaint: I placed an order online with ******************************************* On Jan 17, 2012. With this purchase I used a 40% off and free shipping coupon, while I made this purchase, the discount was showed on web and I also got the order confirmation form Talbots. The total price after discount and tax would be $236.07. The attractive price let me make the decision to submit my order. A week later, I found Talbots try to charge me 3 times from my credit card for: $236.07, $395.69 and $159.62. I have enough reason to believe that Talbots do it in purpose. They spread a coupon code online to trap customer make the purchase, and then they can charge customer more money. It is not just a mistake. It is a very serious fraud online business. If they found there are something wrong with the coupon code, they can contact the customer and cancel orders. They do not have no choice. But they chose to charge their customer more money. By the way, I have talked to 2 of their customer service. The first one is really help and resolve some problem. But after I check the shipment I found they only shipped me 16 item (I have ordered 17 item). I try to contact them to ask why they charge me the full price for 16 items. The second customer service (****) told me they already cut the shipment for "Generous". And they are going to charge me around $336. I was trapped by them. How could they say a Victim get "Generous" treatment from the Swindler? And I also doubt about their math skill. The second customer service told me I got 21 items before she do the count. They offer me that I can return the item back. But how can I trust them, they will refund me the proper amount money. Or if I ship it back, will they cover the shipment. I know the economy is still not good, but this could not be the reason that Talbots does their business like that. I think that is a business fraud case. Everybody shopping with Talbots should be careful from now.Since I start shopping online ,this is the first time I feel I was trapped. If BBB can not resolve this problem. I thought there must be somewhere can deal with the dishonest online business.

Desired Settlement: 1.. Apologize and shipped me my order and charge me the $236.07 for the 17 items. or 2. Apologize and let meI returned them back to store (I do not want to pay any extra money before they resolve this problem) and get all the refund (how much they charged me, I do not want bear any loss)

Business Response: Dear ** ****,

Thank you for your e-mail.  I apologize for the confusion regarding your recent online purchase.  After reviewing each item and the price you were charged, you were given 50% off of each item.  At the time of the order, 16 items were ordered and all 16 items have shipped.  The merchandise total was $346.34, sales tax was $28.77, shipping and handling was $19.00 and shipping and handling tax was $1.58 for a grand total of $395.69.  On 1/20/12, you were given an additional 10% savings and free shipping and handling as a token of apology for the confusion.

We did have a promotion for 40% off that ended on 1/12/2012, you placed your order on 1/16/2012 and received 50% off, this is more savings than the 40% off. 

If you would like to return the merchandise, you may.  Please understand you will need to mail the merchandise back to our warehouse, our store will not be able to accept the return.  I will provide the return address below.  Once the merchandise is received, your account will be credited.

Catalog Returns
*** ******* **** ********** ** *****


Sincerely,

***** ******
Assistant Manager, Support and Research

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.


Talbots explanation is what I have already got. The coupon that has been expired is not a good reason to explain what happened to me. If the coupon has been expired why I can use it and get the confirm letter. What Talbots did is making the expired coupon work online to bait the customers and, secretly, charge them more than the order confirmation they sent out. 

1. Offer: The coupon code worked online on 1/16/2012 when I made the
purchase.

2. Acceptance: I placed the order and got the confirm letter. I kept in silence
to the confirmation (to pay $236.07 for 17 items)

3. The contract has been created.

4. Talbots modified the price they promised to charge without my consent and
sent the products out. Talbots breached the contract first. According UCC code,
only when the modification is sought in good faith, the modifications could be
enforceable without consideration. Talbots charged their customer more without
the consent of their customer. I do not think that modification is sought in
good faith.

 

This could be a very hot topic for
most business magazine and customer report for business scandal—online cheating
sale.

 

 This order has taken me more time. I will only
pay what I promise I am going to pay ($236.07 for 17 items, if I only got 16
items, I will pay $225.03=207.8+17.23 tax). By the way, that is the maximum I
am going to pay for this order. Not even a penny for the shipment to return. If
the return is free, I can accept to return the items back but you should wait.

 

From the beginning, the online shopping
is to provide convenience to people who have no time to shopping. But the
experience shopping on Talbots just taught us, for some business the online
shopping they provided is to “bait” the customer and try to charge more. This
example is enough to destroy the reputation of all the online businesses.

 

I will present my evidence with
this rejection letter.

** ****

 

 

Business Response: Dear Ms. ****,

Please fax the copy of the confirmation with the amount to ************.



Sincerely,

***** ******
Assistant Manager, Support and Research

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I have faxed the order confirmation to the number you sent me. Please be sure you can get it. I have the receipt of the faxing cost.

Regards,

** ****

 

 

1/26/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase clothing from the Talbot catalog (my order # *************) and they charged me $4.67 7% SALES TAX. I live in New Jersey ***** and NO sales charge for clothing. I called up the company (1800-992-9010) and wrote email; CUSTOMER.SERVICE@TALBOTS.COM ***** ****** Corporate Customer Service, and he insast, there are 7% SALES TAX for New Jersey on clothing. This is WRONG and NOT CORRECT. I looked up unline the Sales Charges in NJ and NO charge for clothing. TALBOT don't know the regulation and selling the items and making cosumer pay. Please help me with this problem. The TALBOT Company should know the Sale Charge regulatins and give back all they customer they charged in New Jersy clothing sale taxes. Thank you for your help, ******* ******

Desired Settlement: Also I need Apology, because they was very arongat with me and lie. Nobady looked up the Sales Tax for the clothing in New Jersey. They put it in they computer, WRONG, and nobady willing to correst.

Business Response: Dear Ms. ******,

Thank you for your recent e-mail.  Originally the ***** shaw was considered an accessory which would have qualified for sales tax.  After review, it has been updated to clothing and sales tax for New Jersey will not be charged on this item.  We have refunded the $4.67 that was charged to you.  Thank you for bringing this to our attention.

If we can be of any further assistance, please do not hesitate to contact us at 1-800-992-9010.

Sincerely,

***** ******
Assistant Manger, Support and Research

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

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

1/24/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On August 4,2011 I purchased several pairs of Talbot's ******** *** **** *** ******** jeans. I paid $17.49, $18.98, and $19.49 for them depending on the color and size. Talbot's is currently selling these same jeans for $20.99 to $23.39 during their RED HANGER CLEARANCE SALE advertising these same jeans that are at least one season old as part of their 45 to 70% savings. I also pruchased a pair of their ********* *** **** *** ********* Jeans. I paid $18.98 for them. They are currently selling for $22.98 I also purchased a pair of ******** *** ***** ******** Crop Pants. They were originally $134.99. They are on sale for $40.19. I paid either $34.00 or $34.50 for them. I could not find the order in my order history. They did not fit like the same size pant in the store. When I took them back and asked if they would give me a credit because I think they are sized wrong, I was told no because they were a final sale and that I should just "find someone at church who could wear them and give them to that person." I f those pants were a FINAL SALE, why are they being advertised for a higher sale price tham what my sale price was? Does this mean that I can return them now that they have been "reduced" to a higher price than what I paid for them?

Desired Settlement: I know and can prove Talbot's is recycling old merchandise, list them at a higher "original" price and then Marking them "down" to reflect the "new" discounted price. This is not only misleading advertising ,it is against the law. I believe in legal circles it is called consumer FRAUD. I want the company to acknowledge their practice, adjust their pricing and start identifying the season/year that a particular product was made for or in. I also think that if they are selling a product advertised as a FINAL SALE and a person has been unable to return that same article of clothing, talbot's should accept the item in exchange for a store credit. Talbot's used to be one of the best companies about their return policy. Since implementing their "NEW" policy, it appears that they have broken their own rules about what constitutes a "FINAL SALE."

Business Response: Dear Ms. Russell,

Thank you for your inquiry.  After reviewing your purchases, we have found that at the time of your order, we were having a point of sale promotion.  This means that we were providing an additional 50% savings on our sale merchandise at this time.  The sale prices before the promotion on the merchandise that you purchased are the same as todays prices that you see online.  We hold several promotional events throughout the year that are for specific timeframes, so while it seems that the prices have increased, the sale price remains the same.

The final sale return policy has been in affect since July 2010.  The return policy is posted on all receipts, online, items that are final sale state this beside of the item online, the order summary that comes with your order state our return policy and our return policy is also on our website at www.talbots.com.

After reviewing your account, we see that you have never had a return exception.  We will make this one time exception and accept the return, however, you will need to mail it back to us, the stores will not be able to take the return.  Our return address is as follows:

Talbots
Attention:  Catalog Returns
One Talbots Way,
 Lakeville, MA 02348


Thank you for giving us the opportunity to respond.

Thank you,
***** ******
Assistant Manager, Support and Research

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.] I did not put the ****** pants in my complaint to get preferential treatment. I have lost more than what I paid for those pants and will eventually do something with them. My point was that if a product was sold as a final sale, then that product was resold at a later date as a sale item again - that makes it a sale NOT a final sale and I should have been able to return it when I found the size mistake. I also used it as an example to show that if my claim was disputed, I had the proof.
Their 50% off sale going on now is still more than what I paid for the items in August 2011 and that is false advertising!

Regards,

**** *******

 

 

Business Response: Dear Ms. *******,

Thank you for your response.  Final Sale means that the item cannot be returned, it does not mean that it is the final price of the item.  I apologize for the confusion.

If you have any further questions please contact us at 1-800-992-9010.

Thank you for shopping with Talbots.

Thank you,
***** ******
Assistant Manager, Support and Research

12/25/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made an order online when Talbots has the promotion of 40% off on the sales items. When I made the order the frame tote is available. And I got the order conformation from the retailer. I thought every thing is OK. I just need to wait for their shipping confirmation. Then after several days I got an email from the customer service which said the tote was not available and they cancel the part of my order. Then I went to their website and I found that the frame tote still available, I can put it in my cart and check out. Then I called them by the phone number they provided in the email. A man apologized to me and offered to transfer my case to the customer service and told me they do have this product in some stores and they can fulfill my order from other stores. And I also wrote two emails to the customer services after the call. But I did not got any response from them excepted the auto reply. No one contact me. Suddenly I got the shipment information and there is no tote in the order only the sweater I ordered. I am really unhappy with this experience, because in this order the tote was the one I wanted. I am really disappointed on their customer services.

Desired Settlement: I expect them give me their apologies and replace the order for me at the promotion price when I made the order and free shipping(I did reach the line of free shipping in my previous order).

Business Response: Dear Ms. ***,

Thank you for your recent e-mail, I apologize for your frustration and disappointment.  I have completed a nationwide search and unfortunately that handbag in brick red is no longer available.  We do have the exact same handbag in mascara.  The mascara color is not on sale but we will honor the price you would have paid for the brick red bag if you would like this bag in mascara.

Please respond to this e-mail or call our customer service department at *************** * will leave notes on your account to honor the price.

Thank you for shopping with Talbots.

Sincerely,

***** ******
Assistant Manager, Support and Research