Business Profile

Clothing

Ann Taylor

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

171 total complaints in the last 3 years.
52 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.

Initial Complaint
Date:07/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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:07/29/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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:07/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order via the Ann Taylor website on 7/14/25. I paid for expedited shipping which stated the order would be delivered by 7/17. When no shipping update was provided by that date, I contacted customer service via live chat. They stated that the item may not have actually been available when I ordered it but that they would contact me soon. I never heard back. The item has still not shipped and I have now attempted to contact customer service multiple times a day via social media, 2 different emails, and the live chat and no one will respond to me. They basically took my money and are now refusing to ship the item or refund me.
Customer Answer
Date: 07/26/2025
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:07/24/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried for several ways to contact customer service over the past week about a return. I have tried to contact customer service several times over the past week and I have been unable to reach anyone. I've tried calling several times and been in the que for an hour each time with no response, I've texted and 5 different days with no response, I've been in the chat que for an hour for several days with no response. On July 14th I attempted ot make a return online and was unable to do so. The system would not allow me to return items in the usual way over several attempts. I contacted customer service and received an email on July 14th with a shipping label. The person on the chat asked and said she noted the items I was returning and to return the items with the shipping label. I did so. The *** tracking number is ****************** and the tracking show it arrived to you n 7/17/25 at 2:59pm in *********** IN. I have still not received a refund for the items I returned. Please let me know when this will be resolved or I will need to file a complaint with the BBB. I have shopped with the Loft for years and never had any issues like this. ******** ***** - Order Number ************ shipped on July 8, 2025. When I finally I reached them today via chat - they sent input the return for the items returns (5) but only credited me $38.00.
Business Response
Date: 07/25/2025
BBB:
Typically returns that are shipped back to Online with a label versus the expedited link can take up to 2 weeks to process. As a courtesy, we have processed a credit for $158.00 to the credit card ending in ******
Sincerely,
Corporate Customer Service
**********************/**********************

Customer Answer
Date: 07/25/2025
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:07/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a blazer online from Ann Taylor two weeks ago and still have not received it. It still says processing. When I try to contact the company either by their chat, email, text or phone have not received a response. The chat never becomes open, no text back was received or email. And the phone just leaves me on hold and keeps saying they are experiencing high call volume and someone will be with me shortly. But, no one ever comes online.
Business Response
Date: 07/24/2025

As a follow up to this complaint submitted by the customer ****** *****, this order will not be processed. Unfortunately, as we moved to a new order management system, some orders were impacted during the transition causing the high volume to the contact center. We apologize for the frustration. The customer will need to reorder the items.

Sincerely,

Corporate Customer Service
**********************/**********************

Customer Answer
Date: 07/25/2025
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:07/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase a white blouse online and it arrived on 7/19. Upon on opening the package the tag on the collar was not original, hand writing also the collar had dark stain as if it was worn and returned. Called the customer service number to get replacement but was greeted by customer service agent who did not seem very interested. Had to explain the situation several times, customer service agent kept repeating himself over and over but wasn't making any sense as if it seemed he was under the influence of alcohol. Asked me multiple times what product was I referring to when clearly my order # stated it was only 1 white shirt. Clearly wasn't paying attention since the start of my call. Asked a few times to speak to a supervisor to help me but refused. Asked him to give me his name and ignored me. Agent stated that they refunded me my money and sent an email which I never received an email confirming such. Been on hold for 30 minutes then on the phone with the agent. A total of an hour and 4 minutes when the agent decided to hang up at 5:04pm (7/19).
Business Response
Date: 07/21/2025
BBB:
As a follow up to this complaint, we were unable to locate an order. Can the customer provide us with an order #?
Sincerely,
******** *******
*** ******** ********* ******** *******

*********************************************
Initial Complaint
Date:07/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Request for Refund from Ann Taylor From: ***** ******** Date: July 18, 2025 Re: Refund Request for Order #***********8 I am writing to formally request help obtaining full refund for items from Order #***********8 that were properly returned within the stated return policy timeframe.Order Details and Timeline:Order Number: *********** Delivery Date: June 19, 2025 (while I was traveling - delivery notice attached) Return Date: July 14, 2025 (within the 30-day return window) Issue: Item received did not match the description provided online Problem Summary Despite returning the item within your 30-day return policy on July 14, 2025, I received a gift card instead of the requested refund to my original payment method. Additionally, your return receipt incorrectly shows July 18, 2025 as the return date, which is inaccurate and concerning.Attempted Resolution: I have made multiple attempts to resolve this matter through customer service ********************************* inquiries (no response)Text messages (no response) Phone calls (placed on hold for over one hour before being disconnected - screenshot attached)Requested Resolution I am requesting a full refund to my original payment method for the following reasons: The item was returned within your 30-day policy timeframe The return was because item did not match the online description I specifically requested a refund, not store credit Next Steps: I want my refund to be processed. Better Business Bureau I have been a customer of ********************** and believe this situation can be resolved promptly and fairly with your help. I look forward to your immediate attention to this matter.Attachments Delivery notice from June 19, 2025 Return receipt (showing incorrect date) Screenshot of phone call duration Dr. ***** ******** ************
Business Response
Date: 07/22/2025
As a follow up to the complaint submitted by ***** ********, we have devalued the *** and applied a credit to her credit card. It may take 1-2 days for the credit to post. The order was processed to an EGC since the return wasnt dropped off to *** until 7/15, which was 3 days past her 30 days.

Sincerely,
Corporate Customer Service
**********************/**********************
Customer Answer
Date: 07/23/2025
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:07/16/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We used an Ann Taylor gift card to purchase jeans on their website and when delivered, they werent as represented. We returned them immediately to an Ann Taylor store in ****, ** and were told wed receive a gift card refund in our email. The email was received, but the e-gift card PIN was inaccessible. There have been three phone calls and two separate visits to their **** store trying to resolve the problem from early July to have our money returned. Each time you try to reach their resolution department, youre waiting almost an hour and they just take down information and say we will forward it to another department. The balance owed is $71.40 from a $100 gift card. Even the manger in the store tried to facilitate the refund and gave up.
Business Response
Date: 07/17/2025
As a follow up to this customers complaint, we have issued an *** to her email address for $71.40. We are sorry for the overall disappointment.

Sincerely,

Corporate Customer Service
**********************/**********************
Customer Answer
Date: 07/17/2025
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:07/15/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed two order 3 days ago and they still have not been processed. I have seen no tracking infomration.I have tried repeatedly to reach the company by phone and text with waiting times of over 40 minutes
Business Response
Date: 07/16/2025
As a follow up to this complaint, we need the customer to verify if she us to reverse the credit to order ************ where she used her company card from to the order where you used your card ************? Is that correct?

We look forward to hearing back.

Sincerely,

Corporate Customer Service
**********************/**********************
Customer Answer
Date: 07/22/2025
Ann Taylor has not responded regarding when they can provide the items I paid for. They responded to the Better Business Bureau with an unclear statement that made no sense. I would like to be contacted by Ann Taylor about when my order will be processed and filled and delivered.
Business Response
Date: 07/24/2025
As a follow up to this complaint we were unable to locate Order #************ in our system. As far as Order #************ this will not process. The customer is not charged as it will not ship. Unfortunately, we had a recent system migration which impacted many orders including this one. The customer will need to replace the order. We are sorry for the frustration.

Sincerely,
Corporate Customer Service
**********************/**********************
Initial Complaint
Date:07/14/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding an unauthorized charge and poor customer service at ********************** / **********************. I initially purchased a blazer in size 6 using a company credit card. When I requested an exchange for a size 4, I was told to place a new order using my personal card and that I would be refunded once the original was returned.Instead, I was charged for two blazers, not one. I only ever requested a size exchange. I did not authorize a second purchase, yet customer service insisted I pay for return shipping on the unauthorized item. I asked for a supervisor and was told one would call meno one ever did.After repeated requests, I was issued a return label. Once the return was processed, I was refunded one charge to my personal card, but the refund for the exchanged blazerwhich was charged to my personal cardwas incorrectly applied to the company card used for the original transaction.The reason I used my personal card was to avoid involving my employer in any further issues. Now I am out $143.65, and I do not have the authority to resolve this through the company card.Customer service agents *********, *******, SYDON, and especially ****, who initiated this issue, were unhelpful, dismissive, and failed to escalate. No one took accountability. This has caused unnecessary stress and wasted time.I am requesting a full refund of $143.65 to my personal credit card. I should not be held responsible for return shipping or this error, as I never authorized the additional charge to begin with.Sincerely,****** ******** c. ************
Business Response
Date: 07/16/2025

Hello,
We are responding regarding BBB ID ******** in refence to a complaint from ****** ********. If she can please provide the order number for the additional blazer charged to her personal credit card. We are only able to locate one order # ************ for a blazer which was returned to her **********. Once we get this information we can assist further.
Sincerely,
Corporate ************* **********************/**********************

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Ann Taylor is NOT a BBB Accredited Business.