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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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Ann Taylor has 140 locations, listed below.

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    Customer Complaints Summary

    • 155 total complaints in the last 3 years.
    • 43 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:04/28/2025

      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 return an item that i purchase at Ann Taylor . I was expecting a refund back to my credit card but the store issue a gift card because few day late. I talk to customer service that I ************************* control how long it took to receive and process it. Now I stuck with gift card for $50.00 which I cannot use because the sizing at Ann Taylor does not work.for me.

      Business Response

      Date: 04/29/2025

      Hello,

      We are responding regarding BBB ID ******** in refence to a complaint from ******* ********. The customer is questioning a return credit that was issued to an Electronic Gift Card (EGC) instead of her ****** account for an online order returned to online. For an online return, the 30-day return period begins from the order date, which for order # ************ is 3/19. The order was delivered on time on 3/22, before the promised date of 3/28. Since the return was received on 4/27, per our return policy an *** was issued. As of 4/29, we processed a credit of $49.19 to her ****** account associated with the order. The *** has been devalued. Thank you.

      Sincerely,
      Corporate ************* **********************/**********************

      Customer Answer

      Date: 05/07/2025

      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:04/22/2025

      Type:Billing 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.
      Lost track and forgot to make payment (unusual for me). Was charged late fee and interest. Attempted to contact business by phone to request fee be waived in good faith. Automated phone service with NO option to speak to a representative. Made full balance payment including fees. The following month, was charged interest, despite having paid full balance. Again attempted to get representative on phone to understand. Automated phone service with NO option to speak to representative. Paid by phone and closed account by phone through automated system. I am afraid I will continue to be charged and have no recourse. It seems unacceptable to me that a company provides no option to speak to a representative to understand a bill or answer billing questions. I also noted that on my last 3 bills it states at the bottom that my account is closed. This includes a statement on a month that I made a purchase using the card. That seems to be a discrepancy. I feel these are predatory practices and I need reassurance I will not be charged again, and recommend they be reported for anti-consumer practices.

      Business Response

      Date: 04/22/2025

      BBB:

      As a follow up to the complaint submitted by ****** ******, we do not have access or the ability to resolve a credit card concern even if it is affiliated with our credit card program. It is only able to be researched by the ********************* that manages the credit card program. We will forward this to our partners at Comenity/*********************BBB, please remove this complaint from LOFT Retail and add this to ******************************

      Sincerely,

      Corporate Customer Care
      **********************

    • Initial Complaint

      Date:04/02/2025

      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 bought pants on Tuesday. The order is still processing on Tuesday when the price dropped. I called customer service for a price match since the item was still in my cart, my card had not been charged yet, and the order showed as processing. Cu customer service informed me that this item could not be priced matched because it was now on clearance. Final sale. No returns or exchanges. Iexplained that I bought this item yesterday before it was final sale and I wanted to talk to a manager. The customer service representative informed me that I could not talk to anyone else because they would give me the same information. I have been doing business with Ann Taylor for years and have never been disappointed in their customer service until today. My order is still processing as I write this.

      Business Response

      Date: 04/03/2025

      As a follow up to the complaint submitted by ******* **********. after further review, the items were at Final Sale when purchased and would not have qualified for a Price match as requested. We have processed a credit of $11.98 as a courtesy to credit card ending in ****** We are sorry for the customers frustration.

      Sincerely,

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

      Customer Answer

      Date: 04/08/2025

      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:03/25/2025

      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 ordered two shirts from Loft online. Received one a week late. Three weeks later still have not received the second one although you charged my credit card for it. Called customer service last Friday. They supposedly issued a refund on the second one which has not been processed. Charged me to send out a new one overnight delivery. Should have received it yesterday. It still has not even shipped!!! Although you did charge me AGAIN for it. Seriously??

      Business Response

      Date: 03/28/2025

      BBB:

      As a follow up to the complaint submitted by **** ******, the customer received the below response to her concerns on 3/27. The response explains the issue/resolution.

      Sincerely,
      Corporate Customer Service
      **********************

       

      Please know, we do not charge your method of payment, until the item/package has shipped. Upon further research, I have found that your order canceled. When your order was placed (3/21/25), the amount of $19.15 was placed on your method of payment as a pending/authorization hold. With your order being canceled, the amount was never charged to your **** Card (ending in ****). The pending/authorization hold will fall off, and the amount be back available to your account, depending on your financial institution's timeframes, which could be 3-10 business days.


    • Initial Complaint

      Date:03/22/2025

      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.
      Loft has recently changed their retur policies significantly, negatively impact millions of Americans. They now only allow returns for store credit in store only, forcing consumers to return to the store that wronged them to seek remediation of funds through purchasing other products. They refuse to let these funds be transferred or used online. The funds also expire over time. For returns, if that item is on sale now, but was not at purchase date, they will only refund the sale price. This is gross misconduct and should be corrected.

      Business Response

      Date: 03/25/2025

      As a follow up to the complaint submitted by ******** *******. Currently if a return is made within 30 days, you receive a credit back to the original form of payment. The only recent change was to our Merchandise Credits. If a return is past 30 days, as of March 2025,we no longer issue physical merchandise credits, we are now processing Merchandise Credits on Account (MCOA). As part of our Return Practice, we issue merchandise credits for any returns/exchanges past 30 days or when a receipt isnt presented. Now Merchandise Credits are electronic and linked to your email and/or phone number. These electronic Merchandise Credits can be used in our stores, or if an online order is placed in stores. It cannot be used online. We are truly sorry for any disappointment; however, it is important to note that electronic Merchandise Credits do not expire and can be used in any of our stores (Ann Taylor, LOFT, Ann Taylor Factory, LOFT Outlet). We are also planning in the future for these electronic Merchandise Credits to be redeemed online. 

    • Initial Complaint

      Date:02/18/2025

      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 2/6/25 i placed an order ************. I never received the order. i also paid extra for overnight shipping. I emailed ann taylor twice to see the status of my order but they never replied. i would like a full refund of $87.25. thank you

      Business Response

      Date: 02/19/2025

      BBB:

      We are sorry for any frustration this customer experienced with an order. After further review. We found that the order was placed on a non production environment.This means that the order will not process and the customer was not charged. If the customer wants to replace the order, they are welcome to call us at * *** **** ****

      Sincerely,

      Corporate Customer Care
      **********************/**********************

    • Initial Complaint

      Date:02/06/2025

      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 returned a box of Loft items bought online and I store. All items had original tags with receipt die each item. I just received partial refund I. Late January, only after 5 emails. Items attached I have nit received a refund or return of items. I was told In store items must ve returned in-store. Not what I was told online. My items have not been returned or a refund after at least 10 emails. I was a loyal customer, but no longer after this experience. Just want a refund or items returned

      Business Response

      Date: 02/07/2025

      We are responding regarding BBB ID ******** in refence to a complaint from ******** ******* Mosle. The customer is disputing return credits from items shipped to online. Weve outlined the credits below.

      The following credits have been previously made to the customer: 

      Instore purchase on 11/23 Sku ******** $23.80 and Sku ******** $17.85 were refunded on 1/24 to account ending in ****; total $45.29.

      Instore purchase on 12/16 Sku ******** and Sku ******** x3 from # ************ on 1/24 to account ending in ****; total $101.74.
      *Credits for Sku ******** x3 were processed twice to account ending in ****; total $81.42.

      From online order # ************ Sku ******** $30.45 was refunded on 1/21 to account ending in ****.

      There are no additional credits that need processed. Thank you.

      Sincerely,
      Corporate ************* **********************/********************** 

    • Initial Complaint

      Date:01/29/2025

      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.
      I love Ann Taylor. I will not be able to shop online anymore. They are using an *********** that does not exist. Packages are not delivered on a timely basis.Their oversees customer service is terrible.Not sure why they are using a shipping method that does exist in my area and *** tells me they are holding packages for weeks and Ann Taylor does nothing to rectify this situation

      Business Response

      Date: 01/30/2025

      As a follow up to the complaint ****** ********, it appears the remainder of the order was delivered on 1/29. Unfortunately, as a package is in transit, we are only able to rely on the tracking # and updates provided by ***. We are sorry for any frustration and we will make sure to share this customers concerns. While the second part of the package was delivered by the expected shipping time frame. As a courtesy for the frustration, we have extended a $25 Electronic Gift Certificate to her email address.

      Sincerely,

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

    • Initial Complaint

      Date:01/15/2025

      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 submitted two orders based on their use of **** for delivery, not *** or ****** and pre-paid return label option. I need **** to receive mail via the DPO/APO system for military and diplomats abroad and a **** return label to do a simple drop off in the box at the embassy. I am a US citizen temporarily abroad to serve the American people. I never would have ordered had I know it was what seems like false advertising as I am saddled with items for which I have no practical way to return with their *** not **** label. I never would have thought they would send one way **** but not give a label to return the same way. I have spent hours texting and they are entrenched. This feels scummy. Stop delivering by **** if you won't do returns the same way. I am asking for two things to resolve: 1) a simple **** return label for orders ************ and ***********, and 2) they stop sending orders to DPO orders via **** if they won't do their advertised pre paid returns also via **** or at least do them on a case by case basis for military/diplomats needing to do a prepaid **** return. We don't have full post office facilities abroad, just a box or drop off, which is why I mist have the **** pre paid label to drop off these returns.

      Business Response

      Date: 01/16/2025

      BBB:

      As a follow up to the complaint submitted by ***** *******, we are sorry to hear of any frustration with her attempt to return her Online order. APO/DPO addresses are unable to be returned via **** We are sorry for any inconvenience,this information is available to reference on our website. We recommend returning the merchandise using their own label and we can potentially reimburse the cost to a certain amount as a courtesy.

      Sincerely,

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

      Customer Answer

      Date: 01/17/2025

      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:

       

      Their website does not warn members of the military and diplomats that they can receive via **** but not return via ***** We do not have post office facilities but rather drop off. That is why I only order when there is a prepaid label option. See also website to illustrate that in addition to the prompts this policy is not on their website. How could I have know you ship one way and return another? I need a **** label. I am also now going to be on travel tomorrow and I am worried I will miss their Jan 31 deadline. I am not back in ******* until March or April to return these unwanted items in person or to go to a post office to mail without a pre paid label.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 01/24/2025

      As a follow up to the customer's rejection, we have explained there has been a recognized issue with the return process that is being looked into currently. We have gone ahead and processed a credit for both orders the items that she was attempting to return so she doesn't have to worry about this in the future. The customer was made aware that the credits were processed and she doesn't need to worry about returning them later.

    • Initial Complaint

      Date:01/07/2025

      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.
      Purchased a necklace. Received it broken. Purchased the necklace again. Received the exact same necklace, still broken

      Business Response

      Date: 01/07/2025

      BBB:

      We have processed a credit for $59.79 to the Ann Taylor Card used for the purchase. Please allow 1-2 business days for the credit to post to the credit card.  As it was the second incident the item arrived defective, the contact center doesn't offer an immediate credit. 

      Sincerely,

      Corporate Customer Service

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

      Customer Answer

      Date: 01/08/2025

      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,

      ****** ****



       

    Ann Taylor is NOT a BBB Accredited Business.

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