ComplaintsforTalbots

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a sweater that was a clearance item. It said final sale. I used my $25 reward amount and paid the balance off. I was shocked when I received the sweater. It was sewn inside out. The right side looks like some of the black thread shows through. My guess is, it was sewn inside out to hide the flaw. When I tried it on my husband started laughing and said "you put it on inside out". I expected so much more from Talbots. When you select quick view, it doesn't show the reviews. I went back to read the reviews. Talbots has known for at least 2 years that this sweater was sewn inside out per the many reviews stating as much. Yet they kept selling this defective sweater. Final sale should not be an excuse to dump defective items on a customer. ******************** item # *******. I want to return this item and get my $30.99 back, including my $25 reward coupon!!!!! It's not a large amount but it's the principle. p.s. I'm a knitter, so I know the difference.

  

  Business response

  06/17/2024

  Our apologies to ************** for receiving a defective item.  We have credited her for the price of the item and added a $25 digital merchandise credit for the value of the coupon she received.  It is not necessary for ************** to return the item. Our quality control department will be notified of the defect.

  Customer response

  06/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I would like to thank Talbots for their quick response in resolving this issue. 
  
  Regards,
  
  *********************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2023, I purchased over $1,000 of merchandise from talbots. Upon delivery, I selected the items I chose to keep and promptly returned the unworn, new items I did not want (valued at $530.16). At the time of return, I requested a refund in the form Of original payment. However, several weeks later, I received a letter stating I received a credit. However, this letter was not usable online. After numerous contacts with customer service, I still do not have my money. It is now June. They received the merchandise 6 moths ago. I am owed my $530.16. I have all of my documentation, I am happy to share more than screen shots.

  

  Business response

  06/01/2024

  Thank you for contacting Talbots. On May 28th 2024 we were notified by the customer of her request to have her merchandise credit be refunded to her via check from Talbots. The same day a request was sent to the accounting department to be processed. Processing check time typically takes 2-3 business days to be mailed. Once it has been mailed it will arrive within 7-10 business days depending on the area the customer lives. In following up with our accounting department it appears the check was processed on May 29th 2024 and mailed. 7-10 business days would make the arrival of the check on or around June 12th. 

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently returned a hoody via ***** Order #******TDOO218. Last month, I received an email stating that they would cancel my return request as they had not received the merchandise back. I have phoned Talbots 13 times to get this reconciled. Of the 13 calls, I was on hold, sometimes for over an hour, before I disconnected. When I finally connected with a rep, she told me that I needed to track the return and she would send me the tracking number. She did not. I called a week later 5/21/24 and a rep answered. He confirmed that they had received the merchandise and would refund a total of $86.44. I checked my credit card today, and no refund to date. Talbots - what's going on?

  

  Business response

  05/27/2024

  I apologize for the confusion regarding your return credit and for the difficulty you have had reaching us.

  The return order 240423TD00218 was credited as a digital on account merchandise credit instead of crediting your credit card.  I processed the credit of $95.39 back to your credit card ending in #****.  You should see the credit post in the next few days.

  Thank you for your patience and for being a loyal Talbots customer!  

  Sincerely,

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

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned merchandise of the past several months, each time I am issued a merchandise credit, instead of a credit on my cards. Each time I go to claim or use my merchandise credit on my account I am told I have none. All those I have several letters from Talbots indicating that do have merchandise credit. The amount is nearly $2000.00. I have contacted customer service 3 times by phone each time I am told that within 24 hours it will reflect on my account, it still has not. If they will not refund my money or issue me merchandise credit then I feel that they have stolen my money. I have aslo written several emails to customer services and I am not getting any recourse.

  

  Business response

  05/15/2024

  We apologize for any inconvenience to **************.  We identified multiple profiles reflecting merchandise credits for returns.  We have consolidated the profiles and requested a check for $2,724.89 to be issued to ************** and mailed to the address that she confirmed. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Talbots advertised buy one and get the second one half off. I purchased a second item and was charged more than half price. The item was *****.....they took off 22,25 but they added more than tax.....they charged me $33.10. If half off means half off, then why are they adding charges to the second item. this is very misleading.

  

  Business response

  05/07/2024

  Thank you for contacting Talbots. Unfortunately there is not enough information to provide an accurate response. Would it be possible for the customer to provide an order number to which she is referring so we can research her concern? 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 9, 2024 I placed order #******IE27481. 2 of the items received did not fit. I received a return authorization label from Talbots. Items were promptly returned 1/20/24. I received confirmation from Talbots of receipt of the returned items on 1/25/24, stating I would be refunded $231.29. The letter stated that I would receive an email once the credit is processed. I never received such email. I have never received credit. I have spoken with Comenity (******** ******************** multiple times. I was told to file a dispute. I filed it at the end of February, over the phone with a Talbots/Comenity agent. It is now the end of April and still no credit received. I called again and was told the filed disupte must have been lost, and I should file again, on line. I completede the form and tried to add attachemtnts which included approval of return, and acknowledgment of receipt of items, etc. and my request for $231.29 credit. I tried multiple times, 2 different browsers, but it would not accept attachments. The time spent on this is enormous. I am a long-term Talbots customer and dont deserve this treatment. Talbots has the merchandise and my money. My request is for reimbursement of $231.29 for the returned items.

  

  Business response

  04/29/2024

  I processed a return of $251.74 to your Talbots credit card for your return.  The return had processed but for some reason did not post to your account.  I am so sorry for your experience.  

  Customer response

  04/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to have Talbots remove me from their catalog mailing list for the last 6 months. I'm trying to be environmentally responsible and NOT have paper catalogs sent to me. I've called customer service 5 times and eventually called their corporate HQ in ******* *************. Each customer service rep said I would be removed which didn't happen. All they seem to do is change the mailing code and send out another catalog. And ******* from corporate said she would take care of it then quickly hung up without taking my mailing information. At this point I'm beginning to feel like I'm being stalked. If you could provide any guidance on steps I can take to resolve this situation, I would be grateful. Thanks for your time and attention to this dilemma.

  

  Business response

  04/26/2024

  Thank you for bringing this matter to our attention. We apologize that ******************** has received unwanted catalogs. Her mail status/removal code was updated on 2/27/24 and prior to that was active for at least a few years, either as a bill to or ship to customer.  Due to our database transition we pre-selected all spring catalogs prior to the end of February. Her record was mailable at the time of these selections and she was sent the May catalog which she would have received about a week ago. She has also been selected for the June catalog which is currently in production. We have reached out to the printer and they have indicated they should be able to pull her catalog from the mail.
  
  We can manually remove her from remaining spring catalogs that have been pre-selected and cease future catalogs as long as her current mail preferences are unchanged. We do have limited promotional offers that will arrive via postcard.
  

  Customer response

  04/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a blouse to be picked up at the ***********, IL store. It was in stock when I placed the order. I got a message not to come to the store yet, then 1 week later I had not received anything, so I contacted the store and emailed customer service. The store said they didnt know anything about the order. The following day I received an email saying they cancelled my order because the item is out of stock. It is not true. I can still order the very same item today, and it is not on backorder. I called customer service and they gave me a call back option, I waited, got a phone call with nobody on the phone line on the other end. I called yesterday and was on hold 45 minutes, and gave up because the hold music is horrendous, and that is a long time to have is blaring loud in your ear. I tried again today and lasted 30 minutes. Texted my complaint yesterday to the customer service number for texting and got no response. I re-texted the information today and I am not getting any response. The online chat option has been down for days. I would like my order: # ******IE75052, if the store ran out they should have shipped it. The coupon I use has now expired, and it wasn't expired when I started trying to reach someone several days ago.Thank you, ***************************

  

  Business response

  04/17/2024

  Our apologies to ******************** that she has been unable to reach customer service for assistance with her order that was not fulfilled.  We attempted to fill the order from store inventory but the store that accepted the order could not locate inventory. Our corporate customer service associate has called several times and left two voicemail messages since ******************** was not available to answer.  She has also emailed our customer to let her know that we can help her place a new order by telephone or if she places new order online, we will honor previous promos and offer her an additional discount if she will kindly email the order number. If ******************** prefers to place her order by phone, please provide a good time to call or an alternate phone number.  We will be happy to contact her directly.

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have repeatedly tried to unsubscribe. Their website does NOT allow it.I have called 3 times to get unsubscribed.Now I am asking again to be unsubscribed.

  

  Business response

  04/15/2024

  ******************** email address has been unsubscribed from our marketing email list.  She may have received the one sent this afternoon but should not receive another.  We also have removed her from our mail list so she should not receive any catalogs or mailings.

  I am sorry you had to contact us several times.  Thank you for your patience.

  Customer response

  04/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [What did they do?? I will wait a week to see if the emails stop. I rec'd more emails from Talbots since getting the email notice to respond to this. They need to fix the unsubscribe. Thank you.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  04/23/2024

  We have confirmed with our ****** Marketing technologist that the last email sent to email address ******************* was prior to 10:30AM ET on 4/15. Please confirm if the email address is incorrect or if customer has an additional email address. If **************** has received email communications to address ******************* past 4/15 10:30 AM, please send screenshots as an attachment in her reply.  Thank you. 

  Customer response

  04/24/2024

  I told you over the phone twice to unsubscribe me. I told you in an email that I would make a nuisance of myself to be unsubscribed. I had to make sure the emails would stop so I rejected the first notice.
  Fix your unsubscribe.

  Do not sell my info.
  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for several items on 1/11/2024. Order # ******IE62175. Two shirts were too large. I called customer service to exchange them as one was on sale and I wanted to keep the sale price. I was told to re-purchase the two shirts in the correct size and return the large shirts with the receipt from paying full price. (Order # ******E82313) I did as I was told and they refunded me the sale price on one and full price on the other. (The original order amount) I called customer service to explain what happened and they said that wasn't Talbots policy and I was told wrong; but they would adjust the price ($32.71), refund my shipping/handling ($8.95 which shouldn't have been paid on an exchange) and $30.00 appeasement credit for my trouble on order # ******E82313. This was through customer live chat on 2/20/2024. I have never received the credit on my credit card for the $71.65. I have contacted live chat three more times and they said I've been refunded but my card still does not reflect this. Talbots said they would send this to ***************************** and that I would receive a phone call in 1-3 days. I did not. I did another live chat and was told the same thing. Still nothing. I have been waiting for my credit for three months. Through a live chat the **************** rep said my credit card has been adjusted. They adjusted my card AFTER I was already charged. So I paid full price and S&H for two shirts $226.95. Talbots is showing they adjusted my order but my credit card shows no credit. They told me they owe me nothing. I would like this investigated to show I was never credited $71.65 on my credit card and they only adjusted the order in their system. I have attached my credit card statement showing the charges.

  

  Business response

  03/22/2024

  Thank you for letting us know about this issue.  We apologize for any inconvenience this may have caused.  A credit has been issued in the amount of $71.65 to our customer's credit card.  Please let us know if we can be of additional assistance.

   

  Customer response

  03/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****************************************

*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. ↩