ComplaintsforAnn Taylor

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was trying to return items to Ann Taylor loft. They did not have their return policy listed at the register. I went to return items that I bought at full price. Very expensive. And was informed when I went I to return them them it was a a 30 day retirn policy Which I was ok with I returned 2 days late. But was not informed of this any where But I accepted it and was told I would get a store credit. But even with a received showing what I paid. They informed me store credit was going to be at what item was going for at the price it was that day. Well today they were running a 40 percent off sale. Salesgirl said well so sorry. But it 40 Perceval off. But if you return whe. There is no sale. You may get back more than what you paid and on others day less than what you paid. ************ if you ask me. Disgusting policy Also 3 1 of the items i was returning shrunk in the wash. They are non wearable. Other items have tags in then never worn I am not asking for a credit. To my account totally get 2 days past return date. But I feel I am owed full *** I paid for the Items. Not what selling price is now. Also the items that were defective in feel I should be credited to my credit card. This is a scam company.

  Business response

  07/01/2024

  We are sorry to hear of ********************* concern. It is unclear what store she visited so we can follow up further with the District Manager. We are sorry she was unclear of our Return Practice. Typically, our Return Practice is displayed at the register for reference. In addition, it is printed on the back of our receipts and on our website. If a return is made past 30 days, you do receive a merchandise credit for the current selling price. If the customer wants to provide the store location and if she still has her receipt, we can review further with the District Manager,
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

  Customer response

  07/03/2024

  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]  I totally understand but there was no sign posted in ************* **   Evergreen walk  I am not looking for any money back but I feel with the receipt I should be able to get a store credit for what I paid   I am not asking for cash  totally a scam that Loft is allowed to give you a credit for the current selling price  so I paid 50 dollars for a skirt I have receipts but they are allowed to give current selling price of 20 dollars or less for my credit   Ridiculous!!! And a scam   Also 2 items I paid full price for shrunk in the was  unwearable  I washed on cold and let air dry  I have spent a lot of money at loft   I will be canceling my credit card and making sure friends do jor ship There  I think they are scamming the consumer   With a receipt should be store credit for amount you paid  

   

   

   

   

   

   

   

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

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

  Business response

  07/10/2024

  As a follow up to the rejection by *********************, we did reach out to the District Manager of the ********* ***** at *********. She has verified the Return policy is posted and is at the cashwrap as well as our receipts. We are sorry if this was not visible to the customer. The store team will be connecting with the customer directly to further resolve.
  
  Sincerely,
  
  Corporate ****************
  **********************/**********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into the store on 6/24/24 at 10:51 am to return items purchased from the store. The item that the store associates refused to return had not been worn as they accused me it was. The item still had the tag as well as the size sticker in place however, because the shirt was wrinkled and had a deodorant **** from trying the shirt they accused me of wearing it. This is unacceptable! I was being discriminated against and falsely accused of something I hadnt done.

  Business response

  06/28/2024

  BBB:
  
  Our stores have the discretion to refuse a return if the product does not meet our Return Practice. However, it is unclear from this complaint what store the customer was at so we can follow up further regarding the concern. If ***** wants to provide the store location and if the receipt is still available, we would be happy to follow up further with the store team.
  
  Sincerely,
  Corporate Customer Service
  **********************/**********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered clothing items from Ann Taylor and received two different *** tracking numbers. Both tracking numbers show the same status, last updated on June 13. As of today, June 19, the items have not arrived at my residence. I contacted the call center in the ***********, and they informed me they were investigating the issue and advised me to wait another day. I was told that if I did not receive the items by June 18, they would process a refund and reorder the items with expedited shipping at the same price. I called again today, June 19, and was informed that the investigation is still ongoing, with no specified timeframe for resolution. I request a refund for these two items immediately. The current business practice by An Taylor is illegal. Took my money with no items in retuned.

  Business response

  06/24/2024

  We are sorry to hear of any frustration regarding a lost package (s). Typically,if an online order is a few days past the delivery timeframe, it is our goal to see if it will eventually get delivered. Upon review, the full return amount was processed for Online Order # ************, today, 6/24 in the amount of $157.70 to the Apple Pay account used for this order. Please allow 1-2 business days for the credit to post. We appreciate the customers patience and hope she will reconsider shopping with us in the near future.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

  Customer response

  06/24/2024

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $700 worth of clothes. Only one top fit so I returned it. They claimed their 30 day policy runs from the date of purchase even though its a full ten days before it arrives at your door. I called and spoke to online service reps. I was told multiple times I would get my money back. They sent me a gift card for $650. I explained that I already told the rep I dont fit into any of the clothes and a gift card would be useless to me. They told me I would get it back and they would make an exception this time. And suddenly a week later, they reversed the decision. This place is a scam.

  Business response

  06/25/2024

  Hello
  
  I am responding on behalf of BBB Concern ********. This client reached out about an online return issue. This client returned an online order over 30 days past the original order date. Per our return policy, the credit was credited in the form of an E-gift Card. The client was disappointed and felt the 30 day window should be based on the order delivery date (as opposed to the purchase/order date). We've reached out to the client advising our policy is based on the purchase/order date; and that her return was properly processed. In the interest of customer service though, we've voided her E-gift Card, and applied the monies back to her original tender. This was also communicated to the client. Thank you.
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Loft's website does not allow the client to unsubscribe. When 'unsubscribe' is selected, you are redirected to the shopping site. The 'Email preferences' button does the same. When you call to unsubsubsribe. you are asked for all sorts of non pertinent information to the point of frustration. I believe these practices are dishonest. You are made to believe you can unsubscribe when you cannot. You are subscribed from any online purchase without your permission. You are bombarded with unwanted emails and cannot stop it.

  Business response

  07/02/2024

  Hello
  
  I am responding on behalf of BBB Concern #********. This client reached out regarding the unsubscribe process for our marketing emails. The client reached out regarding the difficulty encountered while attempting to unsubscribe from our emails. We've followed up with the client advising of the Unsubscribe link located within all marketing emails, with guidelines on how to limit frequency or fully opt out. We've also shared the client's overall thoughts regarding the ease of this process internally. We've also let the client know that their email address has been unsubscribed as requested. Thank you.
  
  

  Customer response

  07/03/2024

  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

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #************ - On June 10, I placed an order online from The Loft. They were having a sale for 60% off sale items. I ordered about 14 items. The amount was $646.87 before discounts. I clicked PayPal, thinking it will send me back to the site to confirm the order. Instead, it immediately charged me that amount with an order number. I immediately tried to call, it was after hours. Their system said to text them with all the information and someone would get back to me the next day. No one called. I called again, got a representative who said I couldnt cancel because it was beyond the 60 minutes of the order. She would not cancel, but would give me the discount. I agreed but then she was only going to apply 40% because the discount changed by the next day. At this point, I asked for a supervisor. She placed me on hold for 20minutes, came back and said they agreed to cancel the order and I would receive the email confirmation. That did not happen. Instead I received an email saying my order would arrive in a couple of days. I called them again. This representative said I could go on their website to return the order, which meant I would have to deal with their horrible system again. Four items were final sale, the system would most likely not allow those returns. I asked to speak to a supervisor AGAIN. I was on hold for another 20 minutes and then was told they were busy and would call me back later and my best option was to refuse the delivery. My deliveries are placed on my doorstep. They dont knock on the door any more. So, once again, I was told to go online and get the return label to send back the packages. I said those four items would not be part of the packing slip and why should I go through the trouble of having to do all this when the very first supervisor could have called *** to stop the shipping 3 days earlier? Waiting for call and resolution, but I dont have faith in this business.

  Business response

  06/17/2024

  BBB:RE: Case ID#********
  
  As a follow up to the customers complaint, we have processed a 30% Price Adjustment off each of the 3 Full Time items that was a part of the 6/10 promotion. A separate $283.95 appeasement was processed for 60% off all the Non-Full Priced items from order ************. We are sorry for the overall disappointment.
  
  Corporate Customer Service
  **********************/**********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

  
  

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