Complaints
This profile includes complaints for Talbots's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 77 total complaints in the last 3 years.
- 25 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 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 later
Business Response
Date: 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
Date:03/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned 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
Date: 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 Answer
Date: 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
Date:03/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 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
Date: 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
Date:03/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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 Answer
Date: 03/13/2024
I have not heard from the business in response to my complaint.Business Response
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:03/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 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 Answer
Date: 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
Date:02/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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.
*************************
Initial Complaint
Date:02/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 14, 2024 I ordered a sweater from Talbots, but unfortunately I needed to return it due to the size. On January 23rd it was sent back to Talbots through the *** delivery. I knew it was returned by the *** tracking so I waited for a refund which I knew would most likely take a few weeks. I contacted Talbots first in the beginning of February and never received any email in return. I contacted by email again on February **************************************************************************************************************** the next 2-3 days. It is now February 24th and the credit of $31.99 has not been issued.I am asking for the BBB to help me resolve this matter so I may receive my refund.Thank you for all of your help ***********************Business Response
Date: 03/05/2024
I apologize for the delay in responding to your complaint.
The return of the cable knit sweater was processed and $ ***** credited to your MC ending in # **** on Feb 24. The return shipping fee credit was processed today and should post to your MasterCard in the amount of $8.95.
Thank you for your patience and for being a loyal Talbots customer.
Initial Complaint
Date:02/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Feb. 10, 2024 I placed an on-line order #******IE83568 for 2 garments: ( skirt $ *****; blouse $25.50 = $56.10)I was billed $56.10 to my Talbots credit card the same date. AGAIN on Feb. 10, 2024, I was billed separately for $***** and 2 days later a third charge for $25.50. This was, I assume, because the garments were sent out separately... Whatever the reason, I was DOUBLE billed. This is not the first time I've had this difficulty. I would be less upset about this had I not spent literally HOURS on the phone trying to get help -- from a HUMAN - to rectify this. The most recent call, 4 days ago and 54 minutes in duration promised me a refund. It's still not forthcoming. The institution that handles Talbots financials is dreadful!!! I have been treated shamefully and I am asking the BBB to please intercede for me. I know it's a small amount... but had I not wasted so much time trying to get help, and had this not happened previously, I would not be asking for your assistance. What a shame this company has soiled itself so -- once the top, now not. :-(Thank you.Customer Answer
Date: 03/05/2024
I have not heard from the business in response to my complaint.Business Response
Date: 03/05/2024
Thank you for reaching out to Talbots through BBB. We have done a thorough investigation into the purchases, charges and return credits all on your Talbots credit card. There is only one charge for $56.10 on February 10th, 2024, for order 240210IE83643, 2 items. I have not been able to find a duplicate charge for that amount or for the items listed in that order. We apologize for the delay in response and thank you for allowing us the time to research the matter completely.Customer Answer
Date: 03/09/2024
[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
Date:02/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Talbots received my return on 1/23/24 as you can see by the attached document. On 2/14/24 I contacted them and they said the return was processed. To date I have not received a refund. Today i have tried to call their customer service number several times you get a busy signal and then disconnected.Customer Answer
Date: 03/03/2024
[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
Date:02/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 10, **** I accidentally paid $600 to Talbots credit card while doing electronic bill pay. It was supposed to go to my ************ I received a Talbots statement a few weeks later stating that I had a $600 credit and learned of my mistake. I called promptly and requested a refund. I was assured that since no balance was due and more that 2 weeks had passed at that time, I would have the money back in 10 business days. 02/15/24 I called to verify that the check was on its way and learned that they rejected the refund request and did not notify me. I spoke to three different representatives that say that because the amount is over $500 they will not refund without a letter from my bank stating that it was an erroneous payment and not cyber theft. I called Chase and they are unwilling to write such a letter and also transferred me to several departments, each saying that they cannot help me. I have no where else to turn and need my $600 returned to me. The names of the Talbots representatives are *******, CS Rep; ************************* Acct Specialist; and ************** Acct Specialist. I am attaching proof of the payment and Talbots is not disputing the $600 credit on my account. HELP!Customer Answer
Date: 02/26/2024
I have received the refund from ******** Comenity credit card in the full amount of $600. Thank you for your help.
Regards,
************* *******************************
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