Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order for several items on 1/11/2024. Order # ******IE62175. Two shirts were too large. I called customer service to exchange them as one was on sale and I wanted to keep the sale price. I was told to re-purchase the two shirts in the correct size and return the large shirts with the receipt from paying full price. (Order # ******E82313) I did as I was told and they refunded me the sale price on one and full price on the other. (The original order amount) I called customer service to explain what happened and they said that wasn't Talbots policy and I was told wrong; but they would adjust the price ($32.71), refund my shipping/handling ($8.95 which shouldn't have been paid on an exchange) and $30.00 appeasement credit for my trouble on order # ******E82313. This was through customer live chat on 2/20/2024. I have never received the credit on my credit card for the $71.65. I have contacted live chat three more times and they said I've been refunded but my card still does not reflect this. Talbots said they would send this to ***************************** and that I would receive a phone call in 1-3 days. I did not. I did another live chat and was told the same thing. Still nothing. I have been waiting for my credit for three months. Through a live chat the **************** rep said my credit card has been adjusted. They adjusted my card AFTER I was already charged. So I paid full price and S&H for two shirts $226.95. Talbots is showing they adjusted my order but my credit card shows no credit. They told me they owe me nothing. I would like this investigated to show I was never credited $71.65 on my credit card and they only adjusted the order in their system. I have attached my credit card statement showing the charges.
Business response
03/22/2024
Thank you for letting us know about this issue. We apologize for any inconvenience this may have caused. A credit has been issued in the amount of $71.65 to our customer's credit card. Please let us know if we can be of additional assistance.
Customer response
03/25/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****************************************Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased three items from Talbots online (order number 240206IE50058) on 2/06/24. I returned two items on 2/17/24 to the ************* store in ***********, *****. A pair of black perfect chinos and a ribbed crewneck pullover sweater were returned. I have not received the refund on my credit card. I reached out to the *********** store multiple times and spoke with *****, **** and *****. They were all helpful and said they would investigate why I had not received the refund. The return is now aged over a month and I want to resolve the issue.Business response
03/26/2024
Thank you for contacting Talbots. We show order# ******IE50058 has a refund done on 03/12/24 for the amount of $120.67. This should be reflected on you current or subsequent billing statement for Amex xxxx1002. If you are not seeing the return credit, please use the reference number 9999.9994.0730.0010.6213.799 (no punctuation) when confirming with your credit card company.Initial Complaint
03/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On February 21, 2024, ******** confirmed by email that they received 2 items I returned to them. (Attachment 1)On February 28, 2024, I had a ******** online chat with *****. She stated the returned items were processed on Feb. 26, 2024 and a credit of $33.86 would take 3 - 5 business days to post back to my credit card. A second credit of $8.95 was processed on Feb. 28, 2024 and that again would take 3 - 5 business days to post back to my credit card. (Attachment 4)On February 28, 2024, I received an email from ******** of ******** ************************** stating the returned items were processed on return N1000000243692 and that a credit of $33.86 and a credit of $8.95 to my credit card had been processed. (Attachment 2 & 3)On March 8, 2024, after 7 business days, I had a ******** online chat with ****** S stating that my credit card transactions did not show a ******** credit of $33.86 nor a credit of $8.95. ****** S stated "For these two items, the system shows the work has been done. I do not have anything to act on." (Attachment 5)March 16, 2024. It is now 12 business days and my credit card transactions do not show a credit of $33.86 and $8.95 from ********. I have filed a dispute with ******** through my credit card company.Customer response
03/27/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
03/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received an email stating that item was received and that an email with credit would be sent on each item, copy ***** Five items. First email Jan. 25, then two on Jan. 26 and two on Feb. 5. I waited until Feb. 25 to start contacting Talbots. Most communication from them was to wait it took 3 to 5 days to process. After several times I felt my emails were not being read. I did have one that said they would research and get back in 3 days, that was never followed thru. In addition I sent a letter with copies of each returned item. I feel now that it is March 11, they received first item on Jan. 25 I have been patient enough. The total credit to my account is $227.92 which by now they have charged interest on not to mention shipping charges on 5 items of $44.75. I have been a loyal customer but I am done. I just want to be reimbursed for purchases they acknowledged they received. This really should never have gotten to the point of having to file a complaint. **************** at ******************** is not what it used to be. I am so disappointed.Business response
03/16/2024
Thank you for reaching out to Talbots. I apologize for the inconvenience and disappointment you have been through regarding your recent return and subsequent email follow **** I can confirm you have been refunded a total amount of $246.86 back to your Talbots credit card as of 3/11/2024. This should show on your next billing statement you receive or logging into your ************* Talbots credit card online account. Please be assured we are reviewing all communication you forwarded to us for further coaching and opportunities to better serve our customers in the future. Please do not hesitate to relay any further concerns you have.Customer response
03/16/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
03/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Sunday 18 Feb 2024, I shopped Talbots in ***** ** sale section at back of store. All items on markdown racks were 70% off and final sales. I tried a quilted vest on (P233031201 - $39 with sale): XSM in ivory was too small; ** PET fit roomy but was only in maroon. I checked all stores in CT online, but MED ivory was not available. When I checked out, I said I may come back for maroon one. Sales ladies told me not to wait long because these are final markdowns and what didnt sell at 70% off would be taken out of store soon - maybe to a clearance center. Talking to my daughter in ** that day, she noted a Talbots nearby in *********. It was evening, but I checked online and saw the same vest in MED ivory (still 70% off and final sale, according to website). She bought the vest on Tuesday after her exams and gave it to me for my birthday later that week. However, she said it was only 47.5% off (costing her $31 more than if 70% off) yet still a final sale. I phoned Talbots and did a chat online. One chat (************) associate said her view did not show final sale but I sent a screenshot of my view showing final sale (also on receipt attached). She also had no record of 70% off - and even the final sale items I bought the week prior were suddenly no longer 70% off. I asked phone associate if final sale prices ever increase again as I had never seen or expected this, and she agreed. Later, the final sale for this vest was also removed online. This all feels like a bait and switch. My daughter is a student, and Id never ask her to buy a $70 vest for me when I expected it to be $39). One phone associate said I may be able to get the difference for my daughter and promised that a Talbots manager would phone me (telling me not to email), which never happened. Still waiting weeks laterBusiness response
03/13/2024
Our sincere apologies to ******************** for any inconvenience. While the item markdown price does not change, the promotional percentage off can fluctuate. In regards to the final sale notation, there was conflicting information regarding final sale status due to a system issue. We were happy to honor the 70% percentage off the vest and have issued a credit to the method of payment in the amount of $29.24. We appreciate the opportunity to resolve this issue and are happy to have ******************** and her daughter as our customers.Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned a gift in store on 1/28/24. The cashier said I was only able to get a merchandise credit and not a gift card but couldnt tell me why. I got a credit of $164.99 tied to my email. I was told I needed to create an account so I did so. The credit it not showing up online and Im unable to do online checkout. Ive emailed them handfuls of times showing screen shots of the issue and no one is able to help me. They keep just saying to checkout and login with my email, all steps Ive done a handful of times. I asked them to cancel the credit and issue me a gift card but they simply ignore my request and keep telling me to check my account - which again, Ive done over and over.Business response
03/08/2024
Our apologies to **************** for any inconvenience and frustration. A gift card has been issued and mailed in lieu of the digital merchandise credit that she was unable to apply due to a technical issue.
Customer response
03/08/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. If for whatever reason, the company does not fulfill their end of this and I do not retrieve the gift card in the mail, i will be re-opening this case or requesting a new case be opened for further evaluation. Thank you.
Regards,
*************************Initial Complaint
03/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 1/16/24 I ordered 3 items from Haven Well Within (totaling $105.95) using my **************** credit card, the order number is #*******E62179.All 3 items were shipped to me separately on 1/16 and 1/17 from different locations.Item #******** from that order was shipped on 1/16/24, however for some reason it was never delivered to me and it was returned to the vendor. The item was priced at $27.99 plus tax. I contacted Haven Well Within online and was told I would have the money credited to my card. Instead they re-billed me $105.95 on 2/17/24 for the entire order, for which I already paid.Im entitled to a full $105.95 plus the $27.99 plus tax for the item ordered on 1/16/24 that I never received.Business response
03/08/2024
Our apologies to ******************** for the inconvenience. Due to a system issue, $27.99 plus tax of $1.30, $29.29 never posted. We have credited both the $29.29 and $105.95 to her Amex. The refunds should appear on her statement in 5-7 business days if not sooner.Initial Complaint
03/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Return of clothing article in ******* is not yet credited to my Talbots account after 2 months. Amount $201 + credit of interest for this amount on my Talbots credit card. And credit for the *** return delivery charge. Order Number: 231203TD07047 Order Placed On: 12/03/2023 Returned in ******* Stadium Coat-Talbots Item #: ******** Color: MISTLETOE GREEN ***** Misses 18 ****************** I have made multiple phone calls on this matter, and have been told the issue would be resolved multiple times, and the issue continues to be ongoing with no credit to my account in sight.Customer response
03/13/2024
I have not heard from the business in response to my complaint.Business response
03/15/2024
Please accept our apologies for any inconvenience. Due to system updates the refund to ********************** Talbots Credit Card did not process. We have requested a credit for the item and the shipping costs. We will provide an update when the refund is complete.Customer response
03/18/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Thank you Talbots. I will accept the business response to the complaint once the credit is on my account, and I have received confirmation/documentation from Talbots that the credit has been issued.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
03/19/2024
Thank you for your patience while we researched the issue. We do apologize for the delay. The credit in the amount of $201.45 has now been processed to ********************** Talbots Credit Card. We can confirm that the credit posted on 3/16/2024.Customer response
03/20/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Thank you Talbots! This is great news. I have just confirmed with ************* that $201.45 has been credited to my account as of March 16th. However, in your 'proposal' to the BBB, Talbots stated the *** shipping charges would also be credited to my Talbots account. The $201.45 does not include the $35.40 I paid *** on January 12th to deliver ********** my return to Talbots. Please advise if Talbots is to also refund to my Talbots account the *** shipping charges. Let me know if you would like a copy of the *** receipt. Thank you.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
03/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered shoes from Talbots on December 27 and was sent the wrong shoes. I contacted customer service and was sent a label to return the shoes. I returned the shoes and Talbots received the shoes on January 10 - Tracking #1Z39FW329098190960. I have contacted **************** 3 times and did live chats with agents and was told I would receive a refund. As of this date, I still have not received a refund.Order #******IE35567 Order Total: *****Customer response
03/11/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
02/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an online order on 1/2/2024. Recieved email confirmation on 1/18/24 with a statement that they would contact me when it ships. Item was a gift for my niece and I was shipping to her directly. I also paid for gift wrap. I have never recieved notification of shipping. I phoned 2 weeks ago and was on hold for over 30 minutes and then gave the recorded message my info for a call back. I never recieved a call. I am currently waiting on hold on 2/24/24 hoping to speak with someone. It is of note that the Haven Well Within website shows up as an alternate site tab when shopping on the Talbots.com website. Talbots is a well-known high-end business. I would like to know what happened to my order placed with their affiliate? I placed an order with ******** on the same day and recieved that order. I have never been charged for my Haven order (value $65).Business response
02/28/2024
I apologize for the error. I see one order shipping to you and I do see another order shipping to *********************** in ******* **. That order cancelled on January 21. I do not see the reason for the cancellation. We went through a complete ordering system change at that time and it is possible we had an inventory discrepancy. I see the authorization on your **** and an authorization reversal as well for the $64.27 so you were not charged. I am so sorry you did not receive the email notifying you of the cancellation and that you have been unable to reach anyone for assistance.
This is not the service you expect from Talbots and not the service we try to provide. I hope you will give us another opportunity to do what is right for you! Thank you for your patience.
*************************
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
82 total complaints in the last 3 years.
34 complaints closed in the last 12 months.