Complaints

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

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• 

  Ann Taylor

  7 Times Sq Fl 15 New York, NY 10036-6524

• 

  Ann Taylor

  1293 Broadway New York, NY 10001

• 

  Ann Taylor

  805 Third Ave. New York, NY 10022

• 

  Ann Taylor

  225 Liberty St. New York, NY 10281

• 

  Ann Taylor

  1492 Third Avenue New York, NY 10028

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:01/02/2024

  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.

  On December 3rd, 2023, I placed an order to Ann Taylor for a wool blend tailored chesterfield coat.I received the coat on December 15th, 2023. The coat was too big; therefore, I started the return on December 18th, 2023. When time to print the label, the ************** would only return the value of the coat but not the tax. the value of the coat was $124.00, the tax was $11.30 and the shipping $8.95. I called and the representative issued me a label with the Tax included.I returned was received on December 26th, 2023. On December 29th, 2023, I called because the returned didn't show in my bank, the lady explained to me that it takes Ann Taylor 3 weeks from the received date to issue my money back, which will be on January 16th, 2024.I asked why so long? It takes most retail stores 3 business days to issue the money back. I used to be a loyal costumer, no more! Beware with this store it is almost a scam.

  Business Response

  Date: 01/03/2024

  
  We are sorry to hear of the disappointment with this customers Online Return. We did explain to her that when a customer uses their own shipper or receive a return label from ** versus accessing the Return link on our website, the return may be delayed. It appears we received her return on 12/25/23. It may take up to 14 days for the credit to post but may happen sooner. The delay is referenced on our website.  As a courtesy, we have refunded the customers return even though we havent processed the package. The credit was for $134.54 to the credit card used for her order.  We dont refund original shipping charges of $8.95 for an order being returned.  Please allow 1-2 business days for the credit to post to her credit card.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************
  

  Customer Answer

  Date: 01/05/2024

  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:

  My complain was not based on the return shipping label, but the poor customer service and the time it takes Ann Taylor to do its returns. As today January 5th, ****, Ann Taylor hasn't posted the return amount in my bank account. I talked to a costumer representative today in the morning before seeing this post and I was told that I should see the return posted in my bank account in 7 to 10 business days from today's date, which will be around January 16th.

  It takes Ann Taylor two weeks to process the return and two weeks to issue a return and two weeks to the client to see the return in the bank account. Now a days when every store issues the refund in three bussiness days, withot the client to have to make numerous phone calls to costumer service.

  Reading your response gives me another reason to never again shop at your store. I used to drive 45 minutes to shop in your store, that is how a loyal client I was, no more.

  Sincerely

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

   

   

   

   

   

   

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

  
  Sincerely,
  
  ****** Zimmermann
  
  
  
  
   
  

  Customer Answer

  Date: 01/18/2024

  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

  Date:01/02/2024

  Type:Delivery 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.

  On December 14 I made an online purchase. 4 of the 10 items were delivered via *** on December 18. I was informed that the remaining 6 of 10 items were delivered via **** on December 23. I never received these items and contacted The Loft to try to resolve via email (Dec. 26), via live chat (Dec. 28), and via phone cal (Dec. 30). No one has offered a solution and I was informed an investigation has been opened and I will be notified when its concluded. I have not been given a confirmation of this investigation in writing and I have not been given an estimated timeline of when this will be resolved.

  Business Response

  Date: 01/02/2024

  BBB:

  We have processed a credit in the amount of $86.22 to this customer's PayPal account. The credit is for the items the customer indicates were missing. We are sorry for the inconvenience.

  Sincerely,

   

  Corporate Customer Care

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

   

• Initial Complaint

  Date:12/27/2023

  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 made a purchase on 12/3/23.Order number ************ I later went into the store in *********, ********* to make returns on 12 items from this order. None of the returned items were final sale. When I returned home and looked at the return receipt, I realized I was only given credit for 7 of the 12 returned items. The remaining 5 items totaled approximately 78$ plus tax. I called the store, also reached out online to discuss this with customer service. I was told that someone from loft would be reaching out via email to get details and discuss with me. I reached out a few times and was told to keep waiting and somebody would contact me in a few business days. Its been several days and I have not heard anything.I would simply like the 78$ plus tax returned to me as it should be,

  Business Response

  Date: 01/02/2024

  BBB: 

  As a follow up to this customer's complaint, we reached out via email with the below. We are unable to further resolve her concerns until we hear back regarding the store location. Please see the email sent below.

   

  12/29/2023 03:38 PM
  Dear ******:
  
  Thank you for contacting LOFT. Your concerns submitted to the Better Business Bureau was received by the **************** for further review and follow up. At your convenience, please provide the specific location in *********, ** so we can follow up further. Also, if you have the receipt from the return and the items not returned from your order (style #'s), we can follow up further. We look forward to hearing from you.
  
  Sincerely,
  *******************************
  Sr. Manager Corporate Client Contact
  ANN INC. 

   

   

  Customer Answer

  Date: 01/07/2024

  The store was ************ **********************************************************************

  i have included the receipt from the return in the attachments. This receipt had returns from multiple orders (3) but the only order that was impacted by not receiving adequate refunds was order number 770004829183.

  i did not receive refunds for the following items but they were taken from me:

  1. Ribbed sweetheart neck sweater. Style ******. Price 7.46$ I understand this is final return but I didnt realize that t the time and it was taken from me. It should have been returned to me if it was noticed. 
  2. shimmer dotted ruffle yoke mixed media top. Style ****** color deep tropic green. Price 15.00$

  3 shimmer dotted ruffle yoke mixed media top style ****** color crushed blackberry price $15.00

  4. Ruffle neck cozy shoulder button sweatshirt style ******. Price 16.50$

  5. Button trim long sleep tee style ******. Price $12.00

  6. Draped sleeve mixed media top style ******. Price $15.00

  total is 80.96$, with 5.5% tax, it would be $85.42 I was not given 

  Business Response

  Date: 01/12/2024

  BBB: 

  Please see our follow up to the customer below. The credit was processed today, 1/12/24. Our records indicate the tax was higher. We are considering this resolved.

  Dear ******:
  

  
  Thank you for your patience. We have processed a credit to your Mastercard ending in X7609 in the amount of $90.80 which includes the tax. Please allow 1-2 business days for the credit to post to your credit card. We are sorry for the overall inconvenience. 
  
  

  Customer Answer

  Date: 01/12/2024

  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.
  I really appreciate that they corrected it so quickly. 
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/26/2023

  Type:Delivery 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.

  Ordered 3 outfits for Xmas gifts and they provided 23 Dec delivery. These were ordered on 17 Dec 2023. Got one outfit and the rest is left in processing state for the last one week. When I chatted with the agent they to provide the same status and don't have any updates. Feel so cheated as I can't give the gifts now. My order no. is ************

  Business Response

  Date: 01/08/2024

  Hello
  
  *************** on behalf of BBB Concern ********. This client reached out regarding an expedited online order which was supposed to arrive on or before 12/23. This client's order had 3 items in it, and unfortunately 2 out of the 3 items had an error with fulfilling successfully. As such, these items were ultimately cancelled and her order total was adjusted to only account for the 1 item that successfully shipped. We reached out to the client via email on 1/8/24 advising of this and apologizing for the inconvenience and disappointment. As an invitation to shop with us again we did extend an E-gift Certificate to the client and offered to facilitate an expedited replacement order utilizing her original promotion as well. Thank you.

• Initial Complaint

  Date:12/21/2023

  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.

  Like so many others that I'm now seeing on this complaint history, I'm also feeling frauded by Ann Taylor. I called customer service before ordering a special present for my mom for Christmas and confirmed the item was in stock, plenty were available in her size. I placed the order, paid for next day shipping (just in case) all up front. My order too has been sitting in "processing" for days now and it should have already been delivered. After numerous calls to customer service, where all the reps don't speak very clear English, I was told the item was now out of stock just days before Christmas even after being told yesterday "not too worry Ms. ** your items will arrive tomorrow". If I had known this was going to be such a bad experience, I never would have purchased the item. I am now begging Ann Taylor to return my money so that I can buy my mom another gift and ship it in time for Christmas...no go! I've called customer service more than 3 times and every rep says the same thing..."we cannot return your money until the order is out of processing - which it's already been stuck in for days". With technology today, I can not understand how such a large company would not be able to cancel the order and refund the money within 1 business day. I feel like their M.O. is to keep my money long enough to ship the item after Christmas and then tell me the item has shipped - no refunds just like the others have posted here. This is theft! Ann Taylor's business practices need to be looked into by the ************************ to protect other consumers from this! Is Ann Taylor just holding on to our money to show better year end numbers than it truly has? This customer is gone forever!

  Business Response

  Date: 12/22/2023

  BBB:
  
  We are sorry to hear of this disappointment with this customer. We have canceled this order and we will be following up further internally regarding her experience.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

• Initial Complaint

  Date:12/19/2023

  Type:Delivery 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 placed order # ************ on 12/14/2023 for a total of $273.55. The company was advertising "order BY 12/17 to receive your order BY 12/23 with standard shipping." Every employee I talk to tells me I am wrong about the shipping policy and my order will arrive on or before 12/26 and can't help me.One of the items was IN STOCK when I bought it on 12/14. It then went OUT OF STOCK on 12/15 in the evening. It was showing IN STOCK again on 12/16. It then wen out of stock on 12/16 in the evening and was back IN STOCK again on 12/17. Now on 12/18 it is OUT OF STOCK again.The item is as follows:Item Paisley Flutter Button Tie Neck Top Style #: ****** Size: Large, Regular Color: Rose ***** I spoke with a Supervisor on 12/18 who told me the item will likely auto-cancel on 12/23 but there is no way to cancel it now and if it does ship I'll get charged, even though she confirmed it is OUT OF STOCK and won't ship. The best she could do is let me pay for another item and upgrade the shipping so I get it for Christmas and then if the original item does actually ship, she said I can return that item to get my money back (so not only do I have to pay twice, I have to do extra work to return it).I told the Supervisor this was unacceptable. She told me to call back after 12/23, two days before Christmas. I told the Supervisor this is the only acceptable solution:Let me pick another item of similar original value and provide the item for FREE with FREE OVERNIGHT SHIPPING (place an order for $0.00) so I get it for Christmas and for free for the inconvenience and complete disaster this has been.This way, if by some miracle the original item I ordered does in fact ship, since LOFT "charges" when the item ships, I'll get charged for my original item at that time and only pay for one item, but if it gets cancelled this close to Christmas, I'll have the free item as a backup. I was told this isn't possible and was told to call back after 12/23.

  Business Response

  Date: 12/21/2023

  BBB:
  
  As a follow up to this customer order concern. We did speak to him directly and all the items shipped except one. The item has failed and he will not be charged for the item. The client explained his overall frustration which we will make sure is shared internally. As a courtesy for the overall disappointment, a $50 Electronic Gift Certificate was sent to his email address. We are considering this resolved.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

• Initial Complaint

  Date:12/19/2023

  Type:Delivery 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 ordered two items on November 28th, 2023z. One item shipped but is stuck in limbo since December 5th and the other item is showing in processing. I have contacted Ann Taylor twice by chat and once by phone and they continue to tell me they are sending it to their escalation team for review and I am not getting any sort of resolution of when my items will arrive or be shipped to me.

  Business Response

  Date: 12/21/2023

  Hello
  
  *************** on behalf of BBB Concern #********. This client reached out regarding an online order with several concerns. This order had 1 item ship, which spent extensive time in the **** network while in transit. This item eventually updated to delivered on 12/18. The other item unfortunately canceled off the order due to a processing error. As such the order was adjusted and the client only charged for the one item which shipped. We reached out to the client on 12/21 advising of this and apologizing about the various delays. We also requested the client confirm the single item was indeed received, and extended an E-gift Certificate for the overall delay and disappointment. Thank you.

• Initial Complaint

  Date:12/14/2023

  Type:Delivery 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 placed an online order with loft.com on 11/24/2023. 2 of the 3 items I ordered remain showing as "processing" since then (today is 12/13/2023). I have emailed the customer service number provided and engaged in 5 online chats with loft over the course of the past week to get information on this order and reach a resolution. The order estimated delivery date was 5-8 business days. On the 9th business day after ordering, I initiated these conversations and at that time was told my issue was being sent to a specialist team who would get back to me with tracking details by the close of business. I never received those details. I have followed up 4 more times about the issue and am given the same runaround each time. It is with a team, they are working on it, they will get back to me ASAP. I have requested a refund back to the gift card used to make the purchase, but they say they are unable to do that and to be patient. I cannot seem to get this issue escalated and speak to someone in charge. At this point, I consider this to be fraud.

  Business Response

  Date: 12/20/2023

  RE: BBB Complaint # #********
  
  As a follow up to the customers complaint, Order #************ it does show that one item shipped and the other 2 items did not process. We are truly sorry for the overall disappointment. The customer is only charged for items that ship.We have processed a credit for $19.10 to an Electronic Gift Certificate since the original purchase was made on a Gift Card. For the overall disappointment, we have also processed a $25 Electronic Gift Certificate to use towards a future purchase with our best wishes.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

• Initial Complaint

  Date:11/30/2023

  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 went to exchange some items I purchased for a different size and the manager #******** said she had to put on this card I have and I can use it in store or online but when I check the balance it said my card has been flagged so i called the customer service number and spoke to a representative named **** at phone number ******** and was informed that it was a computer mix up on her end it is showing that I have $451.91 on the card and i can use it online or in store but when I went to the store the employee said there was no funds on the card and gave me another number to call which was ************ I spoke to representative named *** and she informed me that I had $451.91 on the card but when told her that I just came from the store and nothing on the card cab I speak to a someone higher that her she said there no one to speak to but her and now she cant help me any further and i need to go back to that store.Now that is bad customer service because that's the store that did this to me. I'm Young **** Black I'm not Trying To Die For Something that's rightfully Mine.

  Business Response

  Date: 11/30/2023

  BBB: 

  As a follow up to this complaint from the business, please have the client provide the Merchandise Credit #. We do not have a record of a contact from this customer with the name and email address provided. In order to research further, we need the Merchandise Credit #. We were only able to open one of the attachments which contained a portion of the receipt. We look forward to hearing from the customer so we can review further.

  Sincerely,

  Corporate Customer Service

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

   

  Customer Answer

  Date: 12/10/2023

  I want My Refund.

  Business Response

  Date: 01/18/2024

  BBB:
  
  Our internal team has recognized this merchandise credit is connected to fraudulent transactions (and this individual is connected to multiple other fraudulent transactions in our stores) which is why it was frozen.  Please let us know if we can provide any additional information to the Better Business Bureau.
  
  Sincerely,
  Corporate Customer Service
  **********************/**********************
  

• Initial Complaint

  Date:11/27/2023

  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 placed an order on 11/3/23, and items have not yet arrived. I have attempted to chat with three different people and one person on the phone that all say, the items will be shipping. I have requested a cancellation and have been denied a cancellation. My credit card has my money and I do not have my items.

  Customer Answer

  Date: 11/27/2023

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