ComplaintsforAnn Taylor

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online and filled out all of the information correctly. I double checked before I placed the order and everything look right. However after I placed the order it defaulted back to my old shipping address. Despite me having entered a new address for both shipping and billing. The company refuses to update the shipping address, cancel the order or issue a refund for items that will never be received due to their processing system error.

  Business response

  12/07/2021

  Dear BBB: #********
  
  We are sorry for the clients disappointment with her recent ordering experience. Once an order is submitted, we have a very limited time to edit/cancel. We are sorry we were unable to cancel/edit this order. The call center agent did extend a $25 Gift Card and reissued the Loyalty Rewards used for this order. The online order #************is still processing but she will be refunded for the order once it reflects shipped. The client will receive an email when the order is credited.
  
  Again, we are sorry for the disappointment.
  
  Sincerely,
  
  *******************************
  Sr. Manager, Corporate Client Contact

• Initial Complaint

  11/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a pair of pants online. The pants are defective and replacements are not available, company refused to credit me back the cost of repair

  Business response

  11/09/2021

  Hello
  
  I am responding on behalf of BBB concern ********. This client ordered a pair of pants through our online store which had a quality concern. On 10/4 an email was sent to the client advising of the two resolution options available. The client can elect to return the damaged pants either in-store or online for a full refund. Unfortunately the pants are not available to reorder; so if the client would prefer to keep them we can issue a credit (up to 20% of the price paid for the item) to account for any necessary repairs. As of 11/9 we have not heard back from the client, however should she respond we'll gladly facilitate whichever resolution she prefers. Thank you.

  Customer response

  11/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that a credit of 20% is acceptable 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/6/21, I placed an order with ****. I received my order and started my return on 6/9/21. The return was delayed and on 8/25/21 I contacted **** as I never received my refund. In between this time I also closed my bank account at Bank of America and opened one at a new bank, which **** was informed of on 8/25/21. I contacted my former bank and was told that any funds sent by **** would be bounced back to them, as I no longer have an account there. I have contacted **** customer service multiple times between August and today, 10/6/21, informing them of the above. On Monday, October 4, 2021 I contacted **** again, and was informed I would receive a phone call from corporate. I never received the phone call so I called them today (10/6/21) and was told I received an email stating that the refund would be applied to my account which is closed. I contacted corporate upon **** cust. serv request and corporate said they couldn’t help and didn’t know why I called. I would like my refund.

  Business response

  10/06/2021

  BBB:

  Please see the response provided to this client today, 10/6 from our Corporate office. The Reference # provided from our Credit Operations Team (not included in this email follow up to the BBB for confidentiality purposes). The return was processed back to the credit card used for this online return and it was processed correctly on our end. The reference # needs to be provided to Visa to research further on their end which the client has available to her. The additional follow up/questions needs to be directed to the client's credit card company not ****. We are unable to assist further.

   

  Response
  
  Email
  
  10/06/2021 06:14 AM
  ******** *******,
  
  
  Dear *******:
  
  Thank you for reaching out. We're sorry there has been so frustrating. The return was placed back on the card you made for the purchase, as noted. We are unable to resolve further. We would recommend using the below reference # to share with your bank to research further. Typically, if an account is closed and a credit is placed on a closed account they would issue you a check for the credit. However, it can vary by bank. Here is the reference #
  
  Sincerely,
  ******** *******
  Sr. Manager Corporate Client Contact
  ANN INC.

  
  

  Customer response

  10/08/2021

  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 informed you at the time of the refund that the bank account and debit card was closed. My bank also verified that they did not receive the payment on a three way phone call with a **** supervisor and Bank of America. I would like my refund. 

   

   

   

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

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

• Initial Complaint

  09/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The details of the transaction with Loft, as well as the multiple phone calls with ********, are in the uploaded letter. Please contact me for questions *** *** ****  Original purchase: $61.40, May 24/2021 Card canceled: May 26, 2021 Dress returned: June 9, 2021 Attempts to resolve: 2 in person visits to the store after receiving initial bills; multiple phone calls to ******** in June, July, August, and also this month (9/2/2021 and 9/29/2021) Each time told that payment was "under dispute investigation" and that no late charges were being applied Last statement received: amount including late charges now up to $130.87, due 10/2/2021 Both Ann Taylor Loft and Commenity have been very unethical in their handling of this situation. I feel very taken advantage of and do not want this to happen to anyone else.

  Business response

  10/15/2021

  Hello
  
  I am responding on behalf of BBB incident #********. This client reaching out regarding disputed late fees & finance charges with ******** ****, who operate the Ann Taylor/LOFT credit card. The client opened a LOFT Card and her first purchase was charged to it; however the client was under the impression it was only a loyalty card and not a credit card. As such when the client returned the item; she handed the store her debit card which they refunded (as opposed to the LOFT Card). This resulted in her account carrying a balance with ******** applying late fees and finance charges. While we do not have direct account access or control, please be advised we'd requested ******** remove the late fees & finance charges associated with this issue. They will reach out to the client via postal mail once completed. Thank you.
  
  
  

  Customer response

  11/05/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: They have not issued a refund.  Instead, i received (1) another **** with late fees and (2) a document re-requesting the same information they have been provided many times since May 2021. Each month this doesn't get resolved they add on additional late charges.  I am requesting that (1) all late fees and interest charges be removed so that there is a zero balance (2) that a refund is made, or store credit given, for the $61.40 recently paid. In addition to all of the other poor business practices  involved in this situation (as outlined clearly in our statement dated 8/2/2021 and updated 9/29/2021)-- please remember that the dress was returned due to poor craftsmanship.   

  [Your Answer Here]

   

   

   

   

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

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

  Business response

  11/09/2021

  Hello,
  
  I am following up with regards to BBB Concern ********. Please be advised we have reconnected with ************* who operates the ALL Rewards Card/ALL Rewards Mastercard. As of today (11/9/21) they have confirmed the client's account is at a zero (0) balance. The October statement would have reflected a balance as the credits weren't applied until 10/19/21 and the preprinted statements went out prior to then. ******** has sent a letter again today (11/9) as well as a secure email to the client advising of this. Thank you.

  Customer response

  11/10/2021

  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. Their last communication is attached.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Ann Taylor on 7/23/21 to be delivered by 8/3/21. After my order never arrived, I contacted their customer service team on 8/5/21 and I was told the fulfillment team would look into it, and I would receive a confirmation email once they began looking into my case. I never received an email. Today, on 8/9/21 I contacted customer service again and was again told the fulfillment team would be taking care of it. When I asked for a timeline of when I could receive my items or a refund, I was not given one. When I asked how long I should wait until contacting them again (seeing as they do not seem to be good about contact customers when they say they will), I was not given a time frame. I am asking this company to tell me how long this process will take and when I can get my money back.

  Business response

  08/12/2021

  Hello
  
  I am responding on behalf of BBB Concern #********. This client reached out regarding an online order that appears to have been lost while in transit with ****. The last tracking update on the shipment was 7/27/21. As such a lost package claim was filed for this order, and the client was refunded in full on 8/9/21. When completing the refund the client should have received a confirmation email as well. At this time we've verified the client has now been refunded in full for the missing order. Thank you.

  Customer response

  08/13/2021

  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,
  ****** *******  
  
  
   
  
  

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