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Business Profile

Clothing

Ann Taylor

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

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

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    Customer Complaints Summary

    • 192 total complaints in the last 3 years.
    • 73 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/05/2025

      Type:Product Issues
      Status:
      Resolved
      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 an item in February 2025 and was issued an "e gift card" that purports to never expire. I recently clicked on the link to use the credit ($160.06) and the link was broken. I attempted to contact customer service via chat, text, phone and email over the course of two days. I finally was able to get a chat response from "****" but **** could not assist me and assured me i would be receiving an email with a new link shortly. No emails have been received. I tried to contact customer service again via all four methods the following day, to no avail. I just want my $160 credit - it is money that is mine but i cannot access it.

      Business Response

      Date: 08/05/2025

      BBB:

      We are sorry for the inconvenience. The *** has been reissued and should work.

      Sincerely,

      Corporate Customer Service

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

      Customer Answer

      Date: 08/06/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *** ********



       

    • Initial Complaint

      Date:08/03/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a longstanding customer of ********************** and the Loft. I purchased two items for $100 (Order #************) on July 18th and they still remain in processing, yet my card was charged. In fact, sometimes it shows a double charge and then one falls off.I contacted Ann Taylor through email and chat and received no response or was placed on hold for more than an hour with no resolution. I would like an explanation of where my items are and when/if they will be shipped? If they will not, I would like my refund. I am now concerned about shopping at the Loft for fear that this will happen there, too.I am extremely disappointed at the awful customer service. This company shows no concern for their customers anymore. Please let me know when/if my order will be shipped or I would like a refund. I plan to visit some Ann Taylor stores and reach out to managers as well. This is unacceptable and EXTREMELY disappointing!

      Business Response

      Date: 08/04/2025

      BBB:

      We recently transitioned to a new ordering platform and unfortunately, it appears her order was impacted. We are truly sorry for the frustration.  The order will not ship, and we have canceled ****** are welcome to reorder; however, based on inventory levels, it may no longer be available. Again, we are very sorry for the disappointment.

      Sincerely,

      Corporate Customer Service

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

      Customer Answer

      Date: 08/04/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/31/2025

      Type:Delivery Issues
      Status:
      Answered
      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 order July 11, its now July 31 and I have not received item- no customer service of any kind responds properly- I was told I would receive a $15 courtesy credit which I also have not seen on my account as of now. My card was charged- either refund me the full amount with the $10 reward I used for this order or send the order.

      Business Response

      Date: 08/01/2025

      BBB:

      We are sorry to hear of the delay in receiving follow up regarding this online order. Unfortunately, we recently started a new order management platform that impacted multiple orders, including this one. The pants have been located at a store and will be shipped out overnight. They should be received by Monday.

      Sincerely,

      Corporate Customer Service

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

       

    • Initial Complaint

      Date:07/31/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint for Order #************ Excessive Shipping Delays and Lack of Accountability I placed an order with Ann Taylor on July 18, 2025 (Order #************). The company clearly states a shipping timeline of 47 business days. It is now July 31st, and three items from my order are still marked processing. The estimated delivery date has now been pushed to August 10th a full three weeks after the order was placed. This is *************** a longtime, loyal Ann Taylor customer, Ive tolerated frequent shipping delays in the past, often receiving items beyond the promised 7-day window. However, this particular delay has disrupted important personal plans I specifically ordered this outfit for an event on August 1st. This experience has forced me to take my business elsewhere, to a company that honors its shipping commitments.What makes this situation worse is the complete lack of transparency or accountability from Ann Taylor. Rather than simply stating that youre experiencing delays, customers deserve a clear, explanation of whats going on and how you plan to fix it. A brand of Ann Taylors size and reputation should be better prepared to manage logistics or at the very least, offer customer service recovery for the inconvenience.What's most frustrating is that:-I am now expected to pay $8.95 to return items from an order that didnt arrive on time, let alone as promised.-Customers already pay $8.95 in shipping for orders under $150, which adds insult to injury when your fulfillment process fails.-Even if Ann Taylor is transitioning to a new shipping method, thats not a customers burden to carry. If so, wheres the compensation?At minimum, I expect either a free return shipping for this order, store credit or a discount to acknowledge this failure. I am filing this complaint not only to seek resolution for my order, but also to urge Ann Taylor to take responsibility for repeated logistical failures that are eroding customer trust.

      Business Response

      Date: 07/31/2025

      Hello, 

      We are responding regarding BBB ID ******** in refence to a complaint from ***** ******* regarding order #************.  
      Were truly sorry for the inconvenience. Were experiencing higher than usual volume through all channels, which is causing delays in our response times. We appreciate your patience. You can expect an email about your order to be sent out to you shortly. 

      Sincerely, 

      Corporate ************* ********************** 

    • Initial Complaint

      Date:07/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 7/10/2025 for six items and have only received 3/6. When I check the status, the remaining three say "Processing". I haven't been able to get a hold of customer service neither by chat, phone, or email. At this point, I don't want the clothes, I just want a refund. I bought those items specifically for an event and that has come and gone. Below is the information required to track my order down. I paid via ****** pay in 4 and still getting charged for my items, even though I haven't received them. I haven't received the The Petite Wide-Leg Pant in Refined Den, Royal Indigo, size 6, $32.96; Petite Weekend Collection Belted Utility Pant, Night Sky, size 6, $22.50; The Petite Tab Pocket Flare ****, Modern Indigo Wash, size 6, $49.34. Order number is ************. If there is an issue with shipping or change of systems or anything, the professional thing to do is to send a mass email to customers and let them what's going on.

      Business Response

      Date: 07/31/2025

      BBB:

       

      We recently transitioned to a new ordering platform and unfortunately, it appears this customer's order was impacted. The remainder of your order will not ship. We only charge when an item ships so there will be no refund. The customer is welcome to reorder; however, based on inventory levels, it may no longer be available. We are truly sorry for the frustration.  

      Sincerely,

      Corporate Customer Service

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

    • Initial Complaint

      Date:07/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased a dress on July 14. I received confirmation of my order on July 15. Since then, the order has been in process. My attempts to chat and call have gone unanswered. And I have received no additional reply to the two emails I have sent other than the two autogenerated Case ID numbers: Case ID: ************* and Case ID: *************.

      Business Response

      Date: 07/31/2025

      BBB:

      We recently transitioned to a new ordering platform and unfortunately, it appears her order was impacted.  You are welcome to reorder as the issue appears to be resolved; however, there is no guarantee the item is still available. We are truly sorry for the frustration.

      Sincerely,

      Corporate Customer Service

      Ann Taylor/LOFT


      Customer Answer

      Date: 07/31/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

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

    • Initial Complaint

      Date:07/30/2025

      Type:Delivery Issues
      Status:
      Resolved
      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've been trying to resolve a customer service situation involving an order I placed with LOFT on July 12. The retailer has been difficult to reach (see the retailer's social media for comments). Below is an email string showing communication between the support team and me:I placed an order for 50 scarves and have only received 3. Based on this communication with your support team, I understand that the remainder of my order has been cancelled on your end, however, I have two issues that need resolution:I have been charged for a shipment that never arrived. The charge of $67.51 occurred on July 16, which I'm guessing was to be 4 scarves in the shipment. To confirm, I have only received 3 of the scarves that arrived in two shipments - one charge was $16.87 (one scarf) and the other was $33.75 (two scarves), both charges occurred on July 16. Can you confirm if this shipment is lost and/or cancelled, and when I can expect my refund?Although I've been told my order was cancelled on 7/25, LOFT is continuing to authorize the remaining amount ($725.68) to my debit card as of today's date (7/30). Why is this happening and when will it stop?If the remaining 47 pieces are in stock, I would like to receive them. But if not (as was previously communicated by your team), I expect that LOFT stop placing a pending charge on my card and apply the $67.51 refund immediately.07/25/2025 07:24 AM **** ******* ***** *** *** ********** ******* ******** ************ ** * *** ******** ******** *** ************** ** ******* **** ***** *** ********* ** *** ***** ***** *** *** ************ *** ********* ** **** ***** **** *** ***** *** *** ******* ** ******* ** *** ***** ******* ** ** ********* ****************** ******* ********************* ****** ******* *** *********** ********** ***** ** **** **** **** ******** * ****** ** ** ****** ** *** **** **** *** **** ** ** ***** **** ** ********************* ******

      Business Response

      Date: 07/31/2025

      Hello, 

      We are responding regarding BBB ID ******** in refence to a complaint from ****** ****** regarding order #************.
      Were truly sorry for the inconvenience. Were experiencing higher than usual volume through all channels, which is causing delays in our response times. We appreciate your patience. Please be advised the $725.68 hold has been released on 7/31. Also, a credit has been made in the amount of $67.41 for the lost package. You can expect an email regarding the remaining items from your order to be sent out to you shortly.

      Sincerely,

      Corporate Care Team LOFT 

      Customer Answer

      Date: 08/04/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/30/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a large order on July 8th. Shipments came in several packages. None of the items fit properly. I used the chat function to obtain a return label with tracking number ****************** and returned all the items. Tracking shows delivered in July 23rd. I am yet to receive a refund. I talked to customer service representative over the phone. A ticket was opened. No response yet. I then emailed on July 24th. No response. The hold time to reach loft if upwards of 30 mins and I got disconnected twice. I would like a resolution to this issue asap. Refund amount expected is $609.81

      Business Response

      Date: 07/30/2025

      As a follow up to the customer concern, when a return label is used, it can take 1-2 weeks for the return to be processed via our ************************** We would expect the return to be processed in the next 1-2 weeks. In the event the customer does not receive a credit after that time, we will follow up with our internal teams. The process is not as expedient as when the return is submitted through our website. 

       

      Sincerely,

      Corporate Customer Service

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

    • Initial Complaint

      Date:07/29/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 July 17, 2025, I placed an online order with LOFT and paid in full for several items. As of today, July 29, 2025, I have yet to receive two of the items I purchased (I have also not received any updates. All other items I purchased have been delivered). I have made multiple attempts to contact LOFT's customer service through every available **************************, including phone, text, email, and live chat, but have been completely unsuccessful in reaching a representative and have even had representatives hang up the phone and disconnect from the chat once I asked about an order update. It is unacceptable and completely unprofessional that a major retailer has such limited or nonfunctional customer support and has failed to fulfill or provide any update on a paid order. I am left without the merchandise I purchased and without any communication, resolution, or path to a refund or delivery. I would like either: - Immediate shipment of the missing products with tracking confirmation - A full refund for the two missing items.I am also requesting an explanation for the lack of customer service access and what corrective action will be taken to improve this process for future customers. I am a decades long customer of ********************** and have never had an issue like this before with ******* order number is #************. Thank you.

      Business Response

      Date: 07/31/2025

      Hello, 

      We are responding regarding BBB ID ******** in refence to a complaint from ******** ******* regarding order #************.
      We apologize for the inconvenience. At this time, we are experiencing higher than usual volume through all channels, which may cause delayed hold/response times. Upon researching, the two remaining items from the order have been cancelled. As we only charge for items once they have been shipped, she has not been charged. 

      Sincerely, 

      Corporate ************* ********************** 

      Customer Answer

      Date: 08/01/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      My only suggestion to Ann Taylor is to have better communication to their customers. If youre having mass issues across all platforms - post something on your social media or send out a mass email. Thank you.


      Sincerely,

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



       


    • Initial Complaint

      Date:07/29/2025

      Type:Delivery Issues
      Status:
      Answered
      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 June 30, I placed an online order for a dress and selected the wrong size in error. I immediately called customer service to correct the order and after a long wait, I was informed that the order could not be changed but they would send me a free return label. When I received the order, I immediately returned it with the label they sent me. It has been close to one month and the refund has not been processed. I have tried contacting customer service through all *************************** offered on their website with no response after waiting over 30 minutes on all attempts. I have been a customer of this business for many years but never returned anything until now. This business has very poor practices that others should be aware of. I will never shop with them again.

      Business Response

      Date: 07/29/2025

      BBB:

      As a follow up to this issue, we have processed a credit for the $42 return. We are unsure why there was a delay. It will take 1-2 business days for the credit to process. 

      Sincerely,

      Corporate Customer Service

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

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