Business Profile

Clothing

Ann Taylor

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:11/23/2022
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.
This is regarding Ann Taylor and *********************** ***** ************** Below is the email I have now sent to them three times.About six months ago, I took advantage of signing up for your credit card to buy TWO pairs of tights. As you can imagine, it was not on the top of my mind that no further information was EVER received from you nor did I EVER receive a card or a bill.About a week ago, I received a nasty call from ************* telling me my account was in serious arrears. I did not even realize I HAD an account thanks to never receiving a THING from you. The (very unhelpful) customer service representative I finally got after being on hold for an hour advised me that it was IN MY RECORD that no card or correspondence had ever been sent as you apparently had my address wrong. Then she proceeded to tell me I was to pay $118 for these 2 pair of tights. I told her I would happily pay the $49.50 for the items (even though they should have been $40 with your free shipping for new cardmembers misrepresentation.I then tried to navigate your customer service menus. One of the choices I was given was to pay $49.50, so I promptly did. You still have not confirmed that I have satisfied my debt to you and that you have closed my account permanently. By the way, you've lost a rather regular high spending client.Your actions in this matter have impacted my almost perfect credit score and caused me undue stress.Therefore, I ask that you immediately close this account (I of course have no details of the number as one was never provided to me), and cancel out any late fees or convenience charges you may still have under my name.I expect a reply to this email or my next long email will be to the Better Business Bureau and perhaps small claims court.Thank you.*************************
Business Response
Date: 11/28/2022
BBB: RE: Complaint ID # *********

This issue is for ****************************** It involves an account concern which we do not have access. We request this complaint be removed from our business profile, ANN INC./Ascena ************ and directed to ******************************We will forward the concern over to ************************ and request they follow up with the client; or the client can contact ************************ directly at ************.

Sincerely,

Corporate Client Contact
Ann Taylor
Initial Complaint
Date:11/23/2022
Type:Product Issues
Status:
ResolvedMore 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 a Loft Mastercard. Loft provides a rewards incentive. Rewards are to be awarded 48 hours after a purchase per Loft's agreement and advertisement on their Rewards website. For the 2nd time in 2 months I have not received my Rewards within 48 hours. The 1st time I charged ***** on 9/12 and did not receive the associated Rewards until 10/14. I called Loft **************** ************** on 9/******** and 10/5 (1x); ************** 10/5 (1x); ************** on 10/5 (1x); and ************** on 10/5 (2xs) & 10/12 (3xs). I posted on their ******** page and received a message from them through Messenger. They gave an email *********************************************************** I emailed and no one responded.The current issue is that I charged ********* on 11/14 and again have not received my Rewards within the 48 hours as advertised on their Rewards website. I called Loft **************** at ************** on 11/*******; ************** on 11/19 (1x). I emailed ********************************************************** on 11/20/22 per the instructions from Loft ******** Message sent on 11/20. I was told they would respond yesterday 11/21. I have received no response and still no rewards. This is deceptive/false advertising.Loft has (4+) 1-800 customer service numbers and none of them can provide any assistance.Loft does not respond to emails or customer concerns in a timely *************************.
Business Response
Date: 11/28/2022
Hello

*************** on behalf of BBB Concern #********. This client reached out regarding outstanding regard points from a purchase made outside of our Ann Taylor/LOFT brands. Upon contacting the bank which operates the credit card ******************************** they verified the large transaction in question had not been updated within our loyalty program. To remedy this, the client's rewards account had manual points added for the purchase on 11/23. Since then the points have posted and rewards certificates have been generated. The client was also emailed on 11/23 advising of this resolution. Thank you.
Customer Answer
Date: 11/30/2022
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:11/23/2022
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.
Anne Taylor Company/Loft does not allow customers to unsubscribe from emails or limit the number they send in a day/week. They give vague instructions about how to ask customer service to unsubscribe, but those methods do not work. I contacted customer support directly and was given 2 links that did not work.
Business Response
Date: 11/28/2022
Hello

*************** on behalf of BBB Concern #********. This client reached out requesting they be removed from our email distribution list. Upon review, we were able to verify that as of 11/23/22, the email address for the client has been added to all appropriate "Unsubscribe" lists. We also verified the client email address is not currently subscribed to a loyalty account. This should ensure the client does not receive any unwanted emails going forward. Thank you.

Customer Answer
Date: 11/30/2022
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:

Ann Taylor LOFT makes it very difficult for customers to unsubscribe on their own. There is no obvious "unsubscribe" link and the directions on the website were vague and did not work. When I contacted customer service directly, I had to try multiple times to get the representative to unsubscribe me. As I understand it, companies need to make it easy for customers to remove themselves from marketing emails. This process took multiple attempts, and was therefore not easy. Ann Taylor LOFT needs to improve in this area. Thank you. ***********;

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

Sincerely,

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

Customer Answer
Date: 12/06/2022
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]
If the representative really believe that it is easy for clients to unsubscribe from marketing emails then they should follow up with their IT team as the link and site are not working properly.

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

Sincerely,

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

Business Response
Date: 12/07/2022
Hello

I am following up on behalf of BBB Concern #********. While we are not aware of any functionality issues involving our Unsubscribe link within emails and/or Unsubscribe process, we've shared the client's experience with our internal marketing teams. They'll ensure any potential errors are reviewed & addressed accordingly. Thank you.
Initial Complaint
Date:11/18/2022
Type:Customer Service 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.
My experience here at store ***** on 11/14 at 2:47pm was not pleasant. I was not greeted when I arrived or left the store. I came to the store to return an item for s store credit--****, the sales associate, got confused, didn't listen and processed it as a return. I told her I had trouble finding pants that fit and she just pointed me to the Petite section and said "You can look at pants over there." She didn't bother to ask me me my size or assist me with finding the right pants. When I found some pants that I wanted to try on she said (with attitude) "Well go try them on then." She didn't help me start a dressing room. While I was in the dressing room, I was not offered assistance or asked if I needed help. I wound up leaving frustrated. Also, I called your customer service team twice on 11/15 and 11/14 and neither of the reps that I spoke with apologized for the incident. I've posted a negative review and I will be canceling my credit card. Your company clearly does not care about me as a customer.
Business Response
Date: 11/21/2022
Hello

*************** on behalf of BBB Concern ********. This client reached out to us regarding an overall lack of service encountered at one of our retail locations. The overall experience shared is not representative of the expectations we have of our associates or stores, and an email response was sent to the client on 11/16 apologizing for their visit overall. In addition, we assured the client that we'd be sharing this with the appropriate field partners to review & address with the store team accordingly. It appears the client may not have received our 11/16 reply, so as of today (11/21) we've also resent the message acknowledging the concern and assuring that we would be addressing it accordingly. Thank you.
Customer Answer
Date: 12/05/2022
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]

Your company made NO attempt to contact me. There was NO email and Ann Taylor did nothing to assure that this issue would be resolved or that you would try to make things right for my poor experience. I have reached out to Ann Taylor multiple times and I NEVER received a response. I have provided my email, phone number on several occasions--there is no excuse for not reaching out. This response shows me how little you care about your customers due to your lack of trying to reach out and make things right. I doubt you've even reached out to the employee, *****, who provided awful service. I am canceling my Ann Taylor credit card and I'll be shopping with Nordstrom from now on since they actually CARE about their customers.

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

Sincerely,

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

Business Response
Date: 12/29/2022
Hello

I am following up on behalf of BBB Concern ********. This client has followed up advising she did not receive the previous replies sent by our company to attempt and address her concerns. Upon review we verified two responses were sent out to her Gmail on 11/16/22 and 11/21/22 respectively. In addition, these emails were not bounced back to us an undeliverable. This may indicate the emails went to a junk or spam folder of the client's. We will resend the previous message today (12/29) to attempt to reach the client. Please know howeverwith any store service concern we always review and address it with our Regional and ***************** accordingly. When this concern was initially received in November the proper management was alerted, and this concern was addressed with the store team internally in accordance with our business practices. We are confident that our overall service will be a better representation of our values going forward due to the feedback shared. Thank you.
Initial Complaint
Date:11/14/2022
Type:Service or Repair Issues
Status:
ResolvedMore 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 $541 worth of clothing from Loft.com on 2 NOV. the estimated date I would receive the merchandise was 9 NOV. To date, I have received four of the 16 items that I purchased. The tracking number I received for the remaining items still states that the package is awaiting carrier pick up. I have called Loft customer service four times to attempt to resolve the issue of my missing package. My credit card was charged for the full value of the order on 9 NOV. I have received different information each time I have called - and when I asked to speak to a supervisor, I was told the supervisor wouldnt speak to me and I needed to talk to a customer service rep. I was then told that a customer service supervisor would call me back - it is now 10:19 pm and I have not yet received a call. I will be contacting my bank tomorrow to dispute the charge. I want a manager to contact me to rectify the situation - at a reasonable hour. Not at 11;00 PM EST on a Friday evening.
Customer Answer
Date: 11/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. After contacting the customer service center again on Saturday, I spoke to a supervisor named ******* who agreed to refund the money for the 12 items I have not received in my order. I received an email on Saturday confirming that the purchase had been refunded. I have not yet received the credit on my end.

Sincerely,

******************
Initial Complaint
Date:11/04/2022
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.
Placed an order with Ann Taylor 10/17 and the store independently cancelled my order ************ on 10/18/22. It was originally to arrive no later than 10/26, so at that point I reached out for a status update to customer service on 10/27. Despite my credit card having been charged, not a pre-authorized amount, but a posted charge, 10/20/22 the customer service rep told me that they could not provide a refund when I was not charged. The Ann Taylor account I have even shows cancelled and simultaneously charged. I chatted online again 10/28 and this rep told me they would initiate a refund and I would see an email. I received no email and called on 10/2, being told an email would again be forthcoming. No such email has been provided nor any refund to my card or displaying on my Ann Taylor account. This store cancelled an order, charged for items never shipped, and repeatedly denied a refund. A customer should not have to reach our 3+ times for a refund when the store has violated its own policy to not charge a credit card until items have shipped. I expect a refund and any pricing discounts previously provided to be guaranteed on a future order for replacement.
Business Response
Date: 11/07/2022
Hello

*************** on behalf of BBB Concern ********. This client reached out regarding an online order previously placed, where the order had become stuck in a "processing" status. Ultimately this order ended up being canceled due to this processing error, which typically would mean a client would never be charged. However, upon connecting with our ********************** we were able to verify that a charge for this order was processed in error. As such we sent a message to the client and as of today have issued a refund for the erroneous charge in full. The client should receive a confirmation email regarding the credit as well, and should see it post within 2-5 business days. In the meantime, we've also shared this with our internal website teams to investigate internally with regards to how a charge was generated. Thank you.
Initial Complaint
Date:10/28/2022
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 have attempted to return Order# ************ ordered on 9/30/22 for $149.00 plus sales tax $10.43 and Order# ************ ordered on 10/7/2022 for $159.00 plus $11.13 sales tax. Both are within the 30 day return policy for Ann Taylor. These items were shipped to me with a packing slip that states to visit ************************* to return by mail. However, the does not work in that it will not provide a return label for these items. This is not a temporary problem, as I have been going online every day for several days trying to print a return label. Today, I called the store's **************** number ************** and asked them to email me a label since their website does not work. The representative tried to generate a return label but said there is a problem in their system that she does not know how to fix. Given that I am close to the 30 day limit to return these items, I need help in getting Ann Taylor to email me a return label.
Business Response
Date: 10/28/2022
BBB: Re: (ID#*********

After further review with our internal teams, this client has more than one email address. The below was sent to this client today, 10/28 to the email address *********************** noted, the client is still able to return online merchandise using her own shipper but is unable to utilize expedited return process due to non-compliance with our Return guidelines. We will not be altering our position.

*****:

This is to advise you that we will no longer accept your returns made through our Ann Taylor/LOFT Online expedited return process because several of your returns have not met our return standards as set out in our Return Policy. Specifically, on several occasions the items included in your return package did not match what was stated to have been returned or the items were damaged, worn or otherwise not acceptable. In the event you have any future returns, rather than use our expedited return process, you may either (1) return your merchandise to one of our Ann Taylor/LOFT stores in order for us to confirm compliance with our return policy; or (2) return your merchandise back to our Online returns department using your own shipping carrier to (Ann or LOFT) at the following address ************************************************************************ ****** Once we have confirmed that your return is in compliance with our return policy, a credit will be processed.

Sincerely,

Corporate Client Contact
Ann Taylor/LOFT
Initial Complaint
Date:10/25/2022
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.
Hello,I am writing to complain regarding order #************. I hopped on the live chat thinking it will be quick to simply ask if they could place an order for me and as a courtesy to waive the shipping charge, because I was having an amount below the minimum resulting in free shipping. I had a $10 e gift certificate and wanted to use it on the order so ideally I would need the assistance of the rep to be able to do free shipping. It started simply with a question. In the hopes of possibly hearing a no answer, I would`ve at least not have wasted any more time further chatting. The representative said to me that she will see what she can do and invited me to start telling her style number, sizes and colors. To me it gave apositive indication that she will waive the shipping, but it did not appear so. She went on to lose so much of my time, literally at the end of the chat, when ready to place the order she gave me the amount owed, supposedly after applying the egift certificate and waiving the shipping cost and the price she said will be charged to my card did not make any sense. She was doing different manipulations and coming back telling me I owe different amounts, with neither of them sounding as expected. It was about $29. You will see from the order details that when substracting the value of the egift certificate and the cost of shipping, my total would have been quite different. The problem became at this point mostly annoyance that I was dealing with a person who I was feeling is like a brick ******************* was absolutely 0 and it felt like no matter how I tried to explain, especially using simple math, she was not getting it. I did not anymore have the capacity and patience to continue and especially after going for 1 hour unsuccessfully I just gave up and placed the order myself because if she was giving me an amount that was the same as what I would`ve gotten at the payment screen, then I wouldn`t need her "help".
Business Response
Date: 10/28/2022
RE: Case ID # *********

After further review, the item that the client ordered was at the correct price with the active 50% promotion, and that her $10 e-gift certificate was also successfully applied. While we understand the request to waive the shipping fee, weve extended this courtesy to this client on multiple occasions previously, and as such we are no longer able to offer free shipping unless she makes a qualifying purchase of $99 or more that is applied to all clients. While we are unable to accommodate any additional requests for free shipping, well ensure any miscommunication or areas of opportunity with ****** Services and how the chat session in question progressed are reviewed and addressed accordingly.

Sincerely,

Corporate ****** Contact
Ann Taylor/LOFT
Customer Answer
Date: 10/28/2022
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]

It would not have been such an issue if the rep did not confirm that she will apply free shipping. I would not have wasted 1 hour of my time otherwise. The back and forth that I was subjected to was worth more that the free shipping request. The people that you hire do NOT make any sense and this is quite obvious from the correspondence in chat. I`ll handle this another way since this is your choice.

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

Sincerely,

*******************************
Initial Complaint
Date:10/25/2022
Type:Service or Repair Issues
Status:
ResolvedMore 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 returned several items from a large purchase. The items were sent back and yet I never received a refund. I have contacted customer service via phone, email and chat and keep being told my concern is being escalated to a manager and that someone will contact me in **** days this has gone on for months for over 6 months with no contact from management.
Business Response
Date: 10/27/2022
Hello

I am responding behalf of BBB Concern ********. This client reached out regarding the status of an online return initiated in January 2022. The client stated that she reached out to ****** Services attempting to receive an update but had yet to hear back. Upon reviewing our contact history, we verified an email was sent on 2/16/22 requesting additional details surrounding the return (if another return label was used, if multiple orders were perhaps in the package, etc.) since the return label associated with the order wasn't showing any movement via ***** Unfortunately it appears this email was not replied to so it may have gone to junk or spam. A follow up email was also sent on 6/1/22 advising of the email from February. We apologize if for any reason the client did not receive these messages. While we are uncertain of what may have happened with the shipment the client provided ***** in the interest of customer service we will be issuing a refund for the items selected in her return. The client will receive an automated email confirming the return once completed. Please allow 2-5 business days for any return credits to post. Thank you.

Customer Answer
Date: 10/31/2022
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:10/24/2022
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 purchased two pair of suit pants from the company. I was told they could be returned to my local store. My local store would not take them. I reached out to customer service and was told via text to return them and they gave me an address. (I have screen shots of this). I returned the merch via ***** Tracking number ********************** shows they received it August 22. The receipt amount is for $231.08. I have pics of the receipt. I also included the original in the box I returned along with my contact info. I have reached out to text customer service, online customer service, the local store I returned the merch to, and the ***** customer service. They keep telling me they will reach out to corporate for a resolution and they NEVER get back with me. I have been at this for two months; have spent HOURS on this. I have screen shots of the texts, receipt, tracking info, etc. They will not issue my refund. Two weeks ago they finally gave me a Reference # ************* but will not reply to requests to update.
Business Response
Date: 10/27/2022
Hello

*************** on behalf of BBB Concern ********. This client reached out regarding a retail store return which was mailed back to our ************************** Unfortunately our Online Store does not have the ability to process returns or exchanges for merchandise originally bought in-store. This is what caused the delay in question. In the interest of customer service though, we forwarded the information to our internal Sales Audit team, and a back-office credit was processed for the client return on 10/20. On 10/20 an email was also sent to the client advising she should see the credit post within **** days. Thank you.

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Ann Taylor is NOT a BBB Accredited Business.