Complaints

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

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• 

  Ann Taylor

  7 Times Sq Fl 15 New York, NY 10036-6524

• 

  Ann Taylor

  P.O. Box 571650 Taylorville, UT 84157

• 

  Ann Taylor

  25 Fulton St. New York, NY 10038

• 

  Ann Taylor Loft

  95 N Moorland Rd Ste C16 Brookfield, WI 53005-6053

• 

  Ann Taylor Loft

  5145 Peachtree Pkwy Ste 410 Norcross, GA 30092-2544

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:06/03/2024

  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 purchased items from Ann Taylor and returned them. I was informed the amount would be credited back to my credit card. This never happened. I have sent dozens of emails with proof the amount has not been refunded and spent upwards of 20 hours on the phone. It has still not been resolved and over 5 months has passed. Ann Taylor has no person I can talk to. It is all through email. I cannot afford the amount that has been illegally kept. And I cannot afford the time this is taking out of my life. I have requested numerous times to have a person contact me that can resolve this issues, but nothing has happened. I am requesting assistance and intervention. I also want to reports this issue and make sure it does not happen to anyone else.

  Business Response

  Date: 06/06/2024

  Hello
  
  I am responding on behalf of BBB Concern ********. This client reached out regarding an online return credit which did not post to her account. Upon researching her concern internally with our *********************** we were able to verify that Comenity (the issuing bank) did not receive the credit we had previously processed on 4/24. To correct this, we reissued the credit on 6/4, and emailed the client advising of this. The client should see the credit post within 2-4 business days; however if she does not we've requested she follow up with us via email for further assistance. Thank you. 

• Initial Complaint

  Date:05/14/2024

  Type:Billing 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.

  Date 5/1/24, amount $*****, I called and spoke with a customer service Rep, I explainedto the Rep the reason I was calling because I made the payment at 5.05 pm, I didn't realize it had to be paid by 5:00pm on 5/1/24. I ask the Rep because I been a customer for a while can she waive the fee as 1x courtesy and she said no, I can credit the account *****, I said can I speak with a supervisor, and she transferred me to another Rep, and she also told no matter who I speak with they can only credit me *****, then I spoke with Candy Rep #**** and she said I am a supervisor and I can't credit you ***** and told me in order for me to get ***** she have to read me the disclosure. I am very dissatisfied with the way this was handle. I don't know why you should have a certain time to pay your bill on the due date. Companies are robbing the consumers.

  Business Response

  Date: 05/17/2024

  Hello
  
  I am responding on behalf of BBB Concern ********. Please be advised that the concern submitted is in regards to a credit card that is owned and operated by ****************************** They also operate all ********** services. As such we are not able to assist with credit card related concerns. We would recommend resubmitting your concern directly to ***************************** for further account related assistance. Thank you.

• Initial Complaint

  Date:04/23/2024

  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 an order on April 9th for five items. I received only three and the remaining two have continued to show as processing. Ive contacted customer service several times trying to find out why these items have not processed. Continually getting the runaround. Stating they would put in an investigation and I would hear back and never did! Called again today and now they offer to process a separate order by charging my card again and totally wiping awaymyrewRds that I tried to use on the original order.They will not own this error and the person I spoke to did not speak English as her first language and was so incompetent!

  Business Response

  Date: 04/26/2024

  BBB: RE: Case ID#********
  
  We are replying to the customer, ******************************* that submitted a complaint regarding her recent Ann Taylor Order #************. It is unclear why the remainder of her order did not fully get processed at the store. Due to this, we have canceled the remaining items that did not ship. The customer is only charged if the order/items ship; therefore, there was only an authorization hold for amount this customer is disputing ($334.00). The hold should be released within a few days and no charge will occur to her card. The customer can contact * *** **** ********************** to potentially replace the items if desired. We are sorry for the inconvenience,and we have sent the customer a $50 Electronic Gift Certificate that she may use on a future online order.
  
  Sincerely,
  
  *******************************
  Sr. Manager, Corporate Customer Service
  Corporate Customer Service
  **********************/**********************

• Initial Complaint

  Date:04/16/2024

  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 ordered a suit online that I needed by next week for work - the website is set up to induce people to make purchases by adverting the pay pal 4 in 4 plan - which I often use successfully - I elected to use it and recall clicking it - somehow there was an error. Additionally, the suit was supposed to arrive in 5 - 8 days- just in time for my work event - I just found out it won't arrive for 11 days now - too late for the event. Unfortunately, the next morning I saw that the entire amount was deducted from my bank account. I called Pay pal and they said since they did not pay the vendor yet, only the vendor could cancel or change it to 4 in 4. I then called Ann Taylor as the order was still processing and begged them to cancel the order or help me switch to a 4 in 4 payment - they refused to do either even though the item didn't ship yet. Then I called a few more times as the item still had not shipped and found out on top of it that it will not arrive on time it is estimated to arrive on April 24th - 11 days after my money left my account. Their website claims they do not charge the card until the item ships - but clearly that is not the case for people who use Pay pay - an average consumer would not pick up on that nuance. I need the money - i never expected to be out over 200 and still not have a suit and see no reason why they can't cancel the order - this was such misleading process - and not what I am accustomed to, I am hoping they see this in time and if the order is still processing - which it has been since 4/13 - this is CRAZY - they have not SHIPPED it - but my money is NOT IN MY BANK - and I can't get my money back until they decide to ship it and it arrives and I return it - its like my money is being held hostage - there is no way i can return something for a refund that they have not even shipped yet!!

  Business Response

  Date: 04/17/2024

  Hello
  
  I am responding on behalf of BBB Concern ********. This client reaching out regarding an online order placed the evening of 4/13. This order was placed with standard ground shipping which has a delivery window of 5-8 business days (business days being Monday-Friday). As such the client's delivery window had an end-date of 4/24. This date and service levels are advertised at checkout depending on what shipping the client selects. We verified the client's order shipped via *** and currently has an expected delivery date of 4/19, which is within service level. With regards to the client's PayPal concerns, we advised that the paylater service is wholly managed by PayPal and not something the merchant/retailer controls, so we would recommend connecting with PayPal for any difficulties or issues with that particular service. This information was relayed to the client via email for their records and to keep track of their order until it is delivered. Thank you.

  
  

• Initial Complaint

  Date:03/29/2024

  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 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

  Date: 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

  Date:02/29/2024

  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.

  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

  Date: 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

  Date:02/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/08/2024

  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 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

  Date: 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

  Date:01/30/2024

  Type:Order 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 was double charged for the same transaction. On January 24, I was charged ****** for my purchase. Then over the weekend, I got another charge for the same amount. Please refund one of the charges asap. I called customer service and they said someone would follow up. I have not received anything yet.

  Business Response

  Date: 02/20/2024

  Hello
  
  I am replying on behalf of BBB Concern #********. This client reached out regarding an online order which she noticed what appeared to be a duplicate charged. Upon researching the client's original online order with our *********************** we verified only a single charge was generated on 1/22. Any duplicates the client was seeing most likely were authorization hold(s). These typically drop off within several business days and are controlled by the client's bank. A message was sent to the client on 2/2 advising of this along with a copy of her online sales draft for her records. Thank you.

• Initial Complaint

  Date:01/29/2024

  Type:Billing 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 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

  Date: 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.