ComplaintsforAnn Taylor

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered in-store pick up on March 18th. I wern in-store, but decided not to purchase the item based on fit and quality. The in-store representative said that she would cancel the item and the pending charge for it would fall off my credit card in 5 business days. Everything happened as promised and I dismissed the incident from my mind.On March 27th at 11 PM, I was informed that Ann Taylor charged me for the exact same price. I received no notification via email of what I had purchased or what the charge was for, but I assume someone at Ann Taylor is doing some fraudulent activity. I have attempted to contact Ann Taylor twice, and have received different responses each time. The first representative said someone would reach out to me from their financial department, but I have heard nothing back. The second representative said that there was no charge on their end (and yet I have a credit card transaction from them). I am highly disappointed at this blatant refusal of responsibility and poor customer service in the face of criminal activity.

  Business response

  04/08/2024

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding an online order placed for store pickup. The client initially ordered, but ultimately declined to keep the order once visiting the store. As such, the order was canceled and no charge was generated. The initial authorization hold on the client's credit card from this order was also removed. However, on 3/28 a duplicate authorization hold was generated in error from this prior order. We alerted our ********************** who has reached out to PayPal (the client's payment vendor) to remove the duplicate authorization. In addition, given the difficulty described in resolving this with customer service, we will review & address any issues involving the service provided and follow up internally. We've sent the client a message communicating this as well, and assuring her that a charge was not generated and the duplicate authorization will be removed (if it hasn't dropped off already). Thank you.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer of *********************************************** for years. I don't live close to an *********************************************** so most of my purchase is online. I've never suspected of them short changing me until now. I've placed a purchase of $1857.71 on 1/23/2024. They shipped their products in different packages and in different dates, which is understandable. The last package I received was on 1/31/2024. I submitted a return today, 1/29/2024. The costs on the return email confirmation are different from my invoice. In total, I'm short $88.60. I'm getting penalized because I didn't return the products within 30 days of purchased (1/23/24) even though I didn't receive all of the products until 1/31/2024. I'm hesitated on ordering from them in the future. Please double check your receipts upon return.

  Business response

  03/06/2024

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding a recent online return completed. This client initially placed their order on 1/23, and then initiated their return on 2/29. Given the date they began their return (2/29); it fell outside our 30 day return policy window. As such, the return would be issued in the form of an E-gift Card for the current selling price of the item(s). We did verify that all 34 items the client returned were credited in the prices paid; just in the form of an E-gift Card. We also communicated this to the client via email; and assured her we would share the feedback regarding the return policy. Thank you.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have shopped at Loft for over 4 years now and will not be as of today. I have gone to the **************** location in ***** for that amount of time and am shocked by the treatment from that store. I asked a woman who was standing too close to me in line to back up as she was standing way too close. The woman who was checking me out laughed and so did the woman. I was mocked and called a *****. Not one employee behind the counter stood up for me or said anything. I tried to call the store to talk to a manager and was hung up on twice. I asked for an apology and the pwrsonsaidnope and hung up the phone. I want an official apology from the store location below or I am blasting this store and my experience on social media, my blog and the media. **** also look at suing for defamation. **************************************************************************************

  Business response

  02/21/2024

  Hello,
  
  *************** on behalf of BBB Concern #********. This client reached out regarding a concern involving an in-store interaction.  At this time we have verified the client has spoken with the store Assistant Manager, as well as a representative from the ************************* team regarding the in-store concern. Even though we were not able to confirm the facts as presented by the client, the Company has extended its apologies to the client that her expectations were not met and for any disappointment this alleged interaction may have caused. In addition, the Company has already shared the clients complaint with all relevant field partners to address internally. The most recent contact ended with the client disconnecting from Corporate, and at this point we will not be facilitating additional follow up. Thank you.

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: They have cameras in their store so they have a way to confirm the facts. They can also pull recordings from the phone calls to confirm I was hung up on. I will continue to reject the response thus affecting their overall rating until I get an apology and accountability. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/29/2024

  Hello,
  
  I am following up on behalf of BBB Concern #********. At this time we have researched and addressed the clients concern in full. Multiple contacts have occurred with the client to address the experience overall. We can confirm the store location in question does not have cameras or the ability to record phone calls as referenced by the customer. In addition, the most recent contact ended with the customer disconnecting the call with Corporate. At this time, we are not providing further follow up.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered items from Ann Taylor and paid overnight shipping, but that was not done, and I have to pay to return a damaged item! I received another item that is not clean, and they want me to pay to return that too! I called ********** and the off shore representatives are AWFUL! of course in 5 calls (different days and different times), no managers are ever available. I called the corporate office and was promised a return call a week ago, no call. Please have someoe in teh *** call me to resolve these issues.

  Business response

  02/16/2024

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding a recent online order. The client paid for overnight shipping and some shipments arrived late. In addition to this, some items arrived in a damaged and/or unacceptable condition. To remedy this, the client had her expedited shipping charges refunded. In addition, complimentary return labels were sent to the client to send back any damaged merchandise for a full refund. Should the client wish to reorder any of the items, we've also offered to facilitate that while honoring her original pricing and waiving expedited shipping on the replacement order. This information was sent to the client via email as well. Thank you.
  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order on January 17, ****. At the time, my Discover Card was charged in the amount of $458.39. On January 24th, I received a notification that my discover card was AGAIN charged at Ann Taylor in the original amount of $458.39. I was therefore charged twice for the original amount of the purchase. I have reached out 3 times to get this issue resolved and have not received a response. Please advise and refund my discover card as soon as possible.

  Business response

  01/31/2024

  Hello
  
  *************** on behalf of BBB Concern #********. This client reached out regarding an online order placed on 1/17/24. The client was initially charged for the order, and she noticed an "additional charge" on 1/24, which prompted her to contact us. Upon researching we were able to verify the client only incurred a single charge for this order (charge generated on 1/19). We are aware that some select orders recently did generate a duplicate authorization hold; which we verified is what the client experienced. The additional authorization hold is not a charge and will not fully clear. Authorization holds typically drop off a client account within 3-5 business days, however posting times vary by a client's bank. While the client did have a charge on 1/24, it was for a different amount for an unrelated order. We also sent the client an email advising of this as well. Thank you.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order a week ago and was charged for it. The charge cleared by bank on January 20. I was charged again today for the exact same amount. I have tried calling customer service several times to resolve this but cannot get an answer. I want to be refunded.

  Business response

  01/29/2024

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding an online order placed on 1/16. On 1/24 she stated she noticed a "duplicate charge" for her order. Upon connecting with our *********************** they confirmed select orders may see a duplicate authorization hold from their orders, which the client was most likely impacted by. These are only authorization holds and not charges, and will drop off with several business days and never clear past a "held" or "pending" status on the client account. We reached out to the client to advise of this, and sent her a transaction detail report of the single cleared charge tied to her order. However, if for any reason she sees the secondary charge clear we've advised her to follow up with us and we'll gladly revisit. Thank you.

  Customer response

  01/29/2024

  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

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I make a purchase in store to be shipped. On 01/10/2024 I got an email will shipping information that said the package was delivered. I was home all day, no package delivered, checked cameras, nothing. I proceeded to call Loft, their offshore service answered and told me I need to wait until the 17th to get my package, because I'm not the only person this happens to. I have sent emails to Loft and contacted the, and to date no one responded to my emails. Every time you call all they tell you, "we have sent an email." No one in the US to speak to regarding my package.

  Business response

  01/17/2024

  BBB: RE: Case #********
  
  We have followed up with the customer to let her know that we will process a credit for the lost package. The purchase amount for this item was $22.19 not $23.00 so that is the amount being refunded to her credit card. As this is a LOFT Outlet order that is order from store, we are unable to process the credit on our end; however, it has been sent to the appropriate department. We have notified the customer it may take 3-5 business days for the credit to post. We are considering this resolved.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************
  

  Business response

  01/17/2024

  BBB: RE: Case #********
  
  We have followed up with the customer to let her know that we will process a credit for the lost package. The purchase amount for this item was $22.19 not $23.00 so that is the amount being refunded to her credit card. As this is a LOFT Outlet order that is order from store, we are unable to process the credit on our end; however, it has been sent to the appropriate department. We have notified the customer it may take 3-5 business days for the credit to post. We are considering this resolved.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello. I was sent a $10 rewards certificate from LOFT for my birthday. 12/19/23 I went into the *************** store to redeem it, and my total was $6.91. The cashier and the manager told me I had to spend at least $10 to use the certificate. However, on the website under terms and conditions of use for rewards and birthday certificates it states, "In stores, your in-store purchase may be less than the value of the Reward Certificate, but any remaining balance will be forfeited." I told the manager I was fine with forfeiting the remaining $3.09 as I only needed the 1 item, but she said the system would not allow her to check me out unless I spent over $10. She had no resolution or phone number to call for help. I texted with a customer service associate on 12/20 who said it was simply beyond their control. When I asked to speak to a supervisor, IT or someone in legal who could perhaps explain it to me where it made sense, they had no other points of contact. The attachment below is an email exchange with a similar answer from another customer service rep who reiterates that in-store I should be able to have an order under the certificate amount and simply forfeit the difference. It just does not seem legal to me that the printed terms of service are not programed into the system for the store to be able to use. If I am willing to forfeit part of my benefit, I should be allowed to do that, as their legal team has stated I am able to do. As for resolution, I would like the pair of penguin socks I was planning to purchase that day as well as the systems to be updated to allow for forfeiture of partial benefit if the customer chooses, just like the language is stated, or the language to be adjusted so it clearly states in-store orders are treated the same as online orders and must meet a minimum order to be used.

  Business response

  01/22/2024

  Hello
  
  *************** on behalf of BBB concern #********. This client reached out regarding a recent in-store visit. The client wished to redeem a $10 reward certificate she'd received, and wanted to purchase a set of socks that were just over $6. When reaching checkout the store advised the client needed to spend at least the $10 value of the certificate to be able to redeem it. The client was upset as the Terms and Conditions of our loyalty program advises that for in-store redemption, clients can redeem these certificates for less than the face value (however in the process they will forfeit the remaining value of the certificate.) It appears the store in question was not aware of this particular guideline, and the client left without her item. We've since partnered with the District Manager overseeing the store and facilitated the store reaching out to provide the client her item. In addition, going forward the store team is aware of the correct reward certificate policy to prevent future issues. Thank you.

  Customer response

  02/01/2024

  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

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an in store purchase and a promotion that I have was not applied to the purchase. **************** told me that I needed to contact the store so that they can price adjust. I contacted the store and they want me to return to the store for them to price adjust although they used my rewards number for the order and I purchased on my Ann Taylor credit card. Im frustrated that no one can resolve this issue without my having to travel back to the store which is not convenient.

  Customer response

  01/08/2024

  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

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the midst of the holidays, I noticed an Ann Taylor Loft bill buried on my desk. It was for $93.68. I called immediately to pay it, since it was three days past the due date. A pleasant service rep named ****** took the call, informed me of my current balance (only $44.08 because I had returned a pair of pants), took my routing number, processed the payment and assured me that there would be no late fees or finance charges since I had called to rectify the oversight. A few days later, I received a bill in the mail from Loft for $27 in Late Fees! I called the toll free number on Sunday, December 31st and asked to speak with a representative. The robo call assured me I would be connected with a representative, but I was "dumped" after a five minute hold. On the second try, I was disconnected after a 10 minute hold. I just want the $27.00 charge reversed.. The card number is: *******************.Thanks!

  Business response

  01/04/2024

  BBB: RE: ID# ********
  
  This complaint is in reference to our credit card that is managed by **************** As a retailer, we do not have access to research or resolve a credit card concern. It will need to be handled by *************** directly as it is an account concern. The number for the customer to call is: .However, since she indicated that she called the number before, we have directed her concern to our internal partners at *************** Services to follow up further. BBB, please remove this complaint from Ann Taylor Retailer.
  
  Sincerely,
  
  *******************************
  Corporate Customer Service
  **********************/**********************
  

  Customer response

  01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Ann Taylor Loft is not taking responsibility for the financial management entity under contract to service their accounts.  It is their responsibility to contact them and resolve this issue.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/24/2024

  As a follow up to this rejection, and as stated previously, ***** Financial manages our credit card program. As this is a financial institution, we cannot access account issues to research or resolve. While they manage our retail credit card, we are unable to resolve credit card issues. It is our understanding that *************** has followed up with this customer directly after we shared your concern on 1/18/24. We are unable to provide any additional support.
  

   

  Corporate Customer Service

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

*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. ↩