Consumer Complaints and Reviews
I have the same complaint as the most recent reviewer. I returned $315 in clothing with the prepaid shipping label provided by Loft. It has now been over three weeks and I've reached out multiple times about it because my return hasn't been processed. All they can tell me is that it hasn't been processed and some random department is going to email me about it. I have yet to get an email or any response to the emails I've sent since then. I will never buy online from Loft again and if I don't get my $315 back I will never buy from them in-store either.
I returned an order over two weeks ago using prepaid return label provided by company. To date, they have no record of return and do not have the tracking information. I used the label provided via the company. Customer service was rude on three occasions and of no help - simply stating there was nothing they could for me. A $200 loss for me at this time. Advice - DO NOT order online - if you do not live near an Ann Taylor of Loft - find a different place to shop. I was simply told to call back in a week and see if it shows up. Similar experience with Loft. I am sad as I have always enjoyed shopping here - the online experience and poor customer service has soured me.
I have been getting holes in all my t-shirts. At first I thought they were moths, but then I started pulling all the shirts with holes and discovered they were ALL from Ann Taylor Loft!!! I have realized that all that thin material that is used overseas is cheap material and this is causing the holes. What a shame - not any of my other t-shirts from anywhere else has holes like Ann Taylor Loft.
I have two complaints. First, I am TALL and NO store carries TALL selections. Secondly, NO store carries a size 16 and rarely can I find a size 14. I love the clothing, but it is unfair to us TALL and GENEROUSLY proportioned women to have to purchase online, pay shipping, and wait for an undetermined length of time to receive clothing we love. To those who make decisions about what sizes are available in the Ann Taylor boutique, please provide us TALL and/or STATUESQUE women with at least one size of each item you design and carry for the REGULAR sizes.
As with other previous reviews, I also had a very frustrating experience with trying to return merchandise to the Loft. I do not live near a store (I've online ordered in the past). The pants were ill-fitting and when I was able to finally make a long drive to one of the stores, apparently I was over the timeframe for returning the merchandise (45-day mark). I brought in my receipt yet the sales associate only wanted to credit me for what the price was "today" which was $12 lousy dollars. Forget it! After bickering with the sales associate and then the manager, she reluctantly gave me a merchandise credit (with attitude and a snippy remark of "next time, return your merchandise before 45 days!"). I told her "perhaps the company would like to indicate this policy on my sales receipt that you send with the merchandise?" I asked her to point out to me on this receipt where it says that you need to return it within 45 days? She couldn't because it doesn't say it!!!
Fast forward to today, I went online to use this merchandise credit only to find out (via the online "chat person") that the site wasn't taking my merchandise credit # because it can only be used in stores (not online!)!! What?! What kind of stupid policy is that? Again, I don't live near a store!! I will never, never, never shop this store/brand again. And yes, I did not follow through with my order. Let them keep their merchandise. Its not that special and I can shop more easily (with better policies) at Chicos, Boston Proper, Lands End, Coldwater Creek, etc.
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The manager at Chester NJ Ann Taylor is completely out of control. She unnecessary talked to one of her worker with so much disrespect in front of everyone that I had to leave. If I was that employee I would file for harassment.
I have been an Ann Taylor customer for years, and I shop online because there is no longer a store convenient to where I live. Recently, I had to return some items. Ten days after sending the return via UPS with the AT pre-prepared mailer, the return was not showing up in my account. When I contacted customer service, they indicated that the return had been received, but that a credit to my card would not be issued for 2-3 weeks. I checked the AT return policy, as posted on the website, and timing of credit for returns is not disclosed. To me, this seems like an inordinate delay and it should be posted on the website so that shoppers can make informed decisions.
I bought jeans from Loft store for a long time ago and didn't wear them for a while. When I started to wear them I noticed inseam of the pants is quite wrong turning towards left quite a bit, doesn't look right. I tried to exchange them with another jeans. They said they can give only $4.99 credit without receipt. They should not sell something defective at first place. If they do they need to at least exchange with same sort of product.
Like many, many other responses on the website, I too share the frustration of what use to be a great place to shop- is no longer? If it's due to management trying to increase profits, they'll probably succeed - but at a high cost of dropping their most loyal consumers. The net result of losing almost $100 because I returned an item a little late is appalling. The tickets were on, never wore, just hadn't tried on in store and this was a one off, just overlooked date due to illness in family. The manager in the MA store was rude and curt; said item was just marked down today and all I could get back was small change.
As a frequent AT shopper, I asked if I could get an exception this one time as I've been shopping at AT's for over 30 years. She didn't care, said "why don't you donate it to charity if that makes you feel better" or "give it to a friend". Really? The old AT's would never treat you like that! Losing almost a $100 dollars for something so petty - resonated with me. "They just don't care!" $$$ trumps customer loyalty in the AT world! I "was" one of their biggest fans, now will join the rest of you to shop elsewhere!
If there was a number that I could give your customer service, it would be -5 stars. I have never been so appalled by the customer service policy that your company has in place. I showed up at your store in Lee MA with a receipt on two full price items, never worn and with the tags on and was told that I can only get the "current sale price" as a "store credit". This is unacceptable! $127.00 worth of merchandise and you want to give me back $48. I realize that by only offering me the sale price, you're going to turn around and sell that item at the same price you're giving back to me and still profit off of the amount of money I gave to you in the first place... Simply because I did not return the item within 45 days. (I came 4 days later.) Oh boy, what a scam. And it's not like I get my money back, you're only giving me store credit. So not only do you profit from the first transaction, you profit from the second transaction.
I'd like to say it's not about the money, but part of it is. I work full time outside the home and when I get home, I work as a homemaker. I work hard and don't feel that it is fair that you and your company have a policy to take advantage of that. Isn't your market working women? And just to add a little more icing to the cake, the toll-free number given to me by your sales associate was 1-800-ANNCARES which your associate refused to call. Maybe 1-800-ANN "Doesn't" CARE is a better fit!
I immediately called on Saturday after leaving your Lee MA store (1/30) and they were closed. On Monday morning when I called I was connected to the DISH network. Super. I then looked up your customer service number online, but since Julie couldn't help me, I requested a regular customer service phone number. She didn't know the number for your customer service center. I found out later it is 1-800-DIALANN. I tried that too, "Sorry there is nothing we can do and it's the corporate policy. It is written on the back of your receipt and at the register" in letters so small a mouse could read it, if mice could read.
Is this what you expect from other retailers when you are the consumer? I've been in the Customer Service business a really long time and this is not even close to Customer Service. I would've been happy with a store credit for the $127, however I am so upset, that the right thing for you to do is reimburse me the full amount I paid. I will gladly return the items once my check is received. I have no use for them, hence the reason I was returning them in the first place.
I have been a good customer. Are you sure you want to lose me? If I don't receive a full refund or store credit for $127, I am not going to return the clothes so you can make an additional profit. I would rather donate them to a woman's shelter. Either way, you'll never get another penny out of me. I have vowed never to shop at a store where their customer service policy does not benefit the customer. Ann Taylor is about to be added to the list. As for social media this will be plastered everywhere. So what's it going to be Mr. Muto? Does Ann care or not?
Snooty person named Paula - didn't know return policy, missed it by one day. Kept saying it's our policy, it's corporate. Then to top it off, sign in window says 30% off all purchases. Wanted to purchase a pair of jeans, was told "Oh they're not on sale, but I'll give them to you."
On 2/8/16 I returned two unworn items to the store. The store manager had issues matching the item number to the pants. She literally accused me of returning stolen pants. Very rude, nasty. I complained to Corp. and have not heard back. Very poor service. I will never shop at Ann Taylor again.
Ann Taylor International. Incident Number **. Order Number **. You charged me with the wrong billing address resulting in two shipments. Your customer service agents have lied to me telling me that a full refund was being processed. I paid $255.62 CAD ($68.88 and $186.74) because of your mistake. I was only refunded $243.48 CAD. In addition to losing $12.95 CAD, I have had the inconvenience of having to return your merchandise at a distant shipping location and having to make several phone calls to solve this. Never again will I buy anything for my girlfriend from you. Same goes for my extended family and hers. 0/5 stars. Avoid!
First I had a receipt. Second I cannot get my money back to go to a store that isn't trying to make your life hell! Thirdly, I can't even use this useless card online! Are you trying to go bankrupt, because I will never shop there again!!!
I would give negative stars if I could. Pretty much the same as most reviews here, minus the credit card ones because I don't have one from them. Too many times have I bought clothes on a deep discount, gone through checkout, received a confirmation e-mail, and then received the "I'm sorry, this item is currently unavailable." Never, has this happened with full price items. Now, usually it takes about 2 weeks for anything that manages to make it to the point of shipping and not being cancelled to arrive here. Imagine my surprise when I ordered a Christmas gift for myself and wow, it was here in 2 days. What? Yes, TWO DAYS. I was so thrilled that I immediately placed another order for a sale item. Well, that is where the love affair ended.
I received an e-mail AGAIN for the 5th time in 1 year that it was unavailable. If it is unavailable then DON'T CHARGE (or excuse me, HOLD) my card! I also don't understand why they cannot be quick about shipping all of the time and not just the holiday season? I am pretty much done with this company. I cannot stand for my credit card to have a hold for something I will not get. I am not made of money and when you hold my card, especially for a large amount then I cannot get anything else until you release my hold! Consider yet another loyal customer gone.
I'm looking for a career in economics and the economic job market (where 95% of employers will be interviewing) happens on Jan 3rd. I've got my interviews lined up and all I need now is a suit. I didn't get it earlier because I had some surgery recently and didn't know how it'd affect fit. I went to Ann Taylor last weekend (Dec 13) and had the absolute worst customer service. I asked the employee to order pants in the Kate fit for me (their looser fit) in the same fabric (the all-season stretch because they also make suits in wool, I just don't like the sheen on the black wool) and she pulled out a pair of Kate pants in the wool fabric and said that that was what I wanted. I kept insisting to her that these were NOT the same pants and she kept insisting that the difference was all because it was a different fit. Yes. Including the $40 difference in price, the complete difference in the materials (I made her look at the materials tag), etc.
I tried to explain to her that HER store had two types of suiting in black and what I really wanted was the suiting in the all-season stretch. I decided to give up and just buy the suit set in all-season stretch, no Kate fit and maybe order stuff online and return what fits worst. She tried to convince me to open a credit card with Ann Taylor to get 65% off. I told her that discounts like that didn't work on their suiting and she kept insisting they did. I kept telling her she was wrong and told her to go ahead and check it with the computer. She checked and sure enough no discount! So she would have had me open a credit card I didn't need, take a credit ding for no discount. Know your business lady. Finally I gave up and decided to order a bunch of pants online myself so I didn't have to deal with her.
So I go on anntaylor.com and order over $550 worth of suiting stuff in black all-season stretch with varying combinations of petite/cut/size figuring. I'll return all but the best top/bottom combo. I pay for overnight shipping because I need this stuff hemmed asap since my tailor will be on vacation from the 24th to the 1st and the latest I can pick up my stuff is the 2nd... so I want to get him my stuff by the 15th or 16th. Ok so get this, on the 14th I pay for overnight shipping. My receipt and my order online both say guaranteed delivery by the 15th. The fine print says that they will send my order via USPS express mail. On the 16th I get an email saying congrats, your order has shipped. WTH?! I ask for my shipping cost back and they refund me. The USPS tracking number doesn't work and finally on the 18th, it shows that they didn't ship my stuff until 8:30pm on the 17th.
On top of that, they used 2-day priority so my stuff won't arrive until the 21st! Yep, I paid for overnight and got super slow handling and didn't even get the shipping I paid for. Maybe they downgraded my shipping after I asked for my money back because their handling wasn't what I'd paid for? If so, that's just terrible business. Why in the world would you punish your customer after you already screw up their order?
Now I'll have to pay insane rush fees and even then, I'll just have to pray that my tailor can somehow fit my suit with only a couple days of actual business days between drop off and pick up. If my tailor gets slammed and doesn't get to my suit even with the rush on it, I'm out of luck. There's nothing I can do to get them magically hemmed. So all you ladies looking for jobs and needing suits to interview: AVOID ANN TAYLOR LIKE THE PLAGUE!!! They don't know their business, they have terrible customer service and they will gladly tell you you're paying for overnight shipping and handling when really you're lucky if your stuff gets there within a week.
Other reviewers have already detailed the consuming frustrations associated with ordering from Ann Taylor online. There is no connection between customer services and shipping and, apparently, no connection between the retailer and the bank handling store account billing. No one is 'authorized' to do anything for customers and 'supervisors' have no authority to act to serve client interest. However, Ann Taylor e-mail will assure you without fail that "Ann Taylor gets women". Read further to see what you think about that.
I ordered two blouses in the same size and tried to cancel or adjust the order right away through 'live chat' reporting the items were gifts and asking to get different sizes of the same blouse. That cannot be done, because there is no connection between 'fulfillment center' and customer services [FIRST WARNING THAT CUSTOMER SERVICE IS WINDOW DRESSING]. The blouses I placed on order for at the same time were mailed separately... one significantly later than the other. As soon as I received it I gifted the first blouse and then I immediately returned it because it did not fit the recipient. More than a week later the second blouse arrived. It took a while to 'gift' that one (party was over) and that one was rejected by recipient and I returned it.
Credit for the first return took two billing cycles. Credit for the second return took three billing cycles. I paid late fees and 'interest' as billed (though I did not owe it) and included letters in the latest two bills that the items were returned. I closed my account. The bank sent a threatening letter declaring that I still owed for the returned merchandise (though an store representative claimed the return was received and I had a zero balance) and 'interest' and that they will continue to bill me for it and provide information (about my poor payment record) to national credit reporting agencies. That last threat worked best... was reluctant to pay interest until I saw that.
My experience is that once you make an order, your money is deposited and you are billed as often as you will pay and you never get any of your money back until the store and bank have made as much interest on you and it as they can get away with. It seems like an online racket for peanuts. Today I spoke to three different people... Ann Taylor rep; Comenity Bank rep; and Comenity Bank supervisor. No one had any authority to 'apologize' and bank personnel refused to make any written correction about 'providing information to national credit reporting agencies.' Where Ann Taylor is concerned the BUYER BE WARNED warning really applies. Sad, too, because the clothes are cute but not worth the trouble.
I am a long time loyal customer of Ann Taylor and Ann Taylor Loft. I've spent 1000s on clothing over the years, and I've never had issues with returning items. It's rare that I return them. I recently attempted to return an item that I had paid full price for (which is now 1/2 price). The item I returned was still being sold in the store. I was told that because it was over 45 days, that I could only get the lowest price for the item (WOW)...
I contacted customer service about the non-customer-friendly policy and was told that "In fairness to all customers" that they could not honor my request for a full refund. (YUP)... you may be thinking the same thing I am - fairness to all customers would be to return the full price paid for an item when it's returned (with tags and in perfect new condition like the day it was purchased). I would like to hear from others who are as disappointed with the new tactic of how to take full advantage of customers - (as this multi million dollar company is doing)... I am very disappointed with their new return policy and will change my shopping habits at these stores.
Tried to place an order with my Ann Taylor gift card plus a credit card. There was an error in the zip code so I had to re-submit the order - once I tried to resubmit, however, I found that all of the funds had been taken off of the gift card even though no order went through. Now I am jumping through hoops trying to get the hold released from my gift card so I can use it.
Each time I call customer service, I am put on hold for over 30 minutes and never helped in any way. I have send many emails to customer service and have received absolutely no help. And this is not a generic gift card managed by a credit card company - it's an Ann Taylor gift card purchased directly from Ann Taylor and they are holding my money for no reason. There is no reason to place a hold on the funds when the order never went through. I have been a customer of Ann Taylor for 15+ years, I have spent thousands of dollars ordering from them online and this will be the last time that I do. Honestly the worst customer service I have ever received from a retailer.
I attempted to order $143.97 worth of items (shipping and tax included) from Anntaylor.com. I tried to use my Amex gift card. Nowhere on the site did it say that I could not do so. After making my order and pushing submit order, I was told to try again. I did. After it didn't go through, I decided to just go to the store because maybe the site had problems. Hours later, I checked the balance on my gift card. Ann Taylor was holding $143.97 TWICE (total of almost $300!!) on my Amex gift card for a purchase that I DIDN'T MAKE!!!
I called customer service. They told me that in 3-5 days Ann Taylor will be releasing the funds. This happened on October 6th. It is now October 13th. Ann Taylor is still holding my money! I am outraged. Banana Republic and Nordstrom are just two of the stores where I will, from now on, do my shopping. I have called the customer service at Ann Taylor twice today. They gave me case reference numbers but have failed to release my money. THIS IS MONEY FOR A PURCHASE THAT ANN TAYLOR DIDN'T LET ME MAKE!!!!!
I wanted to order a faux leather skirt front screen of advertised as 60% with a code to be applied (SHOPFALL). I clicked product to order and it showed as 40% off, although it was advertised under 60%. I took picture of advertisement showing 60% off and also called customer service. Was informed that item was in fact 40%. Why was item advertised under 60% and not under items 40% off? Somebody tell me, is it misrepresentation or just an oversight? I did not order because got disappointed.
I ordered a sweater by phone and told them 3 times I needed a size small. At the end of the call, the agent went over the confirmation information. The last thing I said was, "Please be sure it's a size small." She laughed and said, "Yes I got that." Two minutes later, my email confirmation arrived and it said I ordered PETITE! I immediately called to have this corrected. They told me coldly that they could not correct nor cancel the order, even though I had just hung up with them. Agent said I have to pay for it and then return it. No response from customer service. I wrote emails. I phoned, they asked for a callback phone number but did not call back when they proceeded to disconnect me. No response 24 hours later. They will probably now try to charge me for return shipping.
Last month I tried to pay my bill using my Chase Bank account. After going though an enormous amount of time with their robot, I was told it would cost me an additional $15.00 to pay over phone with my bank account. Believe me, I was burnt up and wrote them a check. I sent them a reply to their marketing emails and told them that I would continue to pay by Postal service and that I would never buy anything else from them as long as they let Comenity Bank rip their customers off!!!
Most agents representing card do not have the knowledge necessary to conduct business. My order came without any paperwork. Spent a lot of unnecessary time to try and straighten out problems. I will not know if it will work out until they process my return. From my experience - unlikely.
I was placing an order online. The button said NEXT. When I clicked on it, my order went thru. I immediately (within 5 to 10 minutes) called Ann Taylor because I thought it had not applied discount. The man at Ann Taylor said the code for discount did not apply to my items. I asked him to cancel the order because I wasn't paying $321.00 for what I ordered. He said they could not cancel any orders once they were submitted. Dumb policy!!!! It wasn't like I had waited to call. I called immediately. Now I have to go thru the trouble of sending everything back.
I've been shopping at AT Loft for some time now. Their clothes are nice and they always have nice colors for all the seasons. But recently, it has not been the greatest shopping experience as it was when I first started shopping there. I recently bought a long sleeve shirt in a dark blue color (did not have time to try it on in store due to being on my break), and I used my birthday coupon that was 15$ off. Once I got up to the counter, I asked the young lady "if this shirt does not fit me or if I do not like how it looks am I able to return it and get either, another coupon or may I exchange it for something else I like in store?" She said I can exchange it for the same shirt (for size and or color) or yes, I may exchange for whatever else in store.
So I got home, tried the shirt on, and it did not fit. Also the color did not look great on me. So the next time I was at work, I took the shirt with me to exchange it. So I walked around the store, and found something else that I really liked. When I was ready to check out, it was the same young lady who I had the previous week who told me it was okay to exchange for anything else I want if the shirt did not work out. So I explained the situation with her, and she made me feel belittled and pretty much told me (as a paying customer) no, I cannot exchange for something else.
Now the shirt that I wanted to get for my exchange was more money than the first one, so I did not mind at all paying the extra $15 for other shirt I really liked. So she piled everything back in my hands, and told me I can either just return the one I bought (and lose my birthday coupon) or I can exchange it for another one. So I looked, and they did not have a big selection. So I ended up having to choose the same shirt but in a color I have a million other shirts in.
Now, I work in retail myself. I know what can be done to make sure your customers are happy so they come back and shop with you again. But this young lady was extremely rude and not willing to make me (a paying customer) happy. She should have went the extra mile and she would have made another sale and made the store more money. So due to this I will no longer be a AT Loft customer at the Oxford Valley Mall or any other mall in that fact.
I am writing because I am very unhappy with Loft return policy. I ordered a dress online and sized down because of the information I read that it runs small. When I received the dress, it was a little tight. I called their 888 number to exchange and I was negatively surprised that I have to pay shipping for returning the item, even though I am buying it again in the right size. Even though the new item shipping is free I think it's very unfair to have to pay for return. This was the first and last time I buy clothes from them. I usually refuse to pay shipping and this time I decided to pay and it was $7.95 which is very abusive. I will keep buying from Nordstrom. Not from them ever again!
I am writing to follow up on a request I made recently to refund the price in full for an exchanged blouse that was out of stock in my size on your website. I am extremely disappointed by the decision made by Client Services to grant me a store credit rather than a refund. Adding insult to injury, they also deducted $10.42 from my original payment of $47.39 ($45, including tax).
The reason I did not return the blouse sooner was because your website did not stock it in my size. I waited a little over a month for it to become available within your 45-day return/exchange window but could not make it to the store to return for another 10 days. I held on to the original blouse which didn't fit because I didn't want to risk losing it altogether, thinking I might have it altered by a friend.
Quite honestly, I was shocked by the cold and indifferent response from Client Services. As I explained in my original letter, I am disabled and have a hard time getting to the mall to return clothing. Because of my disability, I am no longer able to work unlike your typical customer and therefore I must adhere to a tight budget. A credit is practically useless to me since I am unable to get to the store or to pay the hefty shipping costs on such a small item. $47 is a lot of money to me, and I would have greatly appreciated it if Client Services had made an exception in my case, considering the circumstances.
I will be sharing my poor customer service experiences with my friends in the disability community and on Facebook, discouraging them from buying from Ann Taylor and LOFT. I also will post an account of my experiences on ConsumerAffairs.com. Please reconsider making this situation right and refunding the $47.39 as a one-time courtesy to me. I have been a loyal customer of Ann Taylor's and LOFT for many years, but this experience really has soured me on your stores. With such rigid return/exchange policies and such high shipping prices, I don't see how you will be able to compete with comparable merchants in the future who are more flexible, fair, and offer free shipping and returns.
Ordered a pair of pants while on sale. I was sent the wrong fit. Called to organize an exchange... it took me 20 minutes just to get past the robot to speak to a customer service representative. They were out of the correct fit. In order to return, she said I would have to go to UPS and mail them and then would eventually get my refund once they received them. I explained that I worked and didn't have a local UPS so I asked if they could have someone pick them up.
She said, she couldn't do anything for me and that I ordered them so I would need to send them back. I explained I did not expect my order to be messed up, but was told "there's nothing I can do." Now I have to find a day to leave work early simply to go to UPS to return a pair of pants that should have been right in the first place. I was told they would not do anything for the huge inconvenience I was being placed in and that's the risk I take from ordering online. Will never do that again! Guaranteed.
I have been a faithful customer of AT shopping there for as long as I can remember. Probably over 25 years. I have always loved their clothes. Beautiful materials, some imported, wonderful designs and craftsmanship. Wonderful Wool blends... that is until this past two years. I haven't seen a quality fully lined pair of wool pants in their stores in over a year. Everything is now a cheap Rayon/Poly blend that isn't lined. You might get two or three wears out of them and then they will start to sheen and pill. The jackets are made of cheap materials that don't hang correctly on your body. And interestingly, the prices have remained exactly the same as they have always been. Not inexpensive by any means, and you're not getting your money's worth anymore.
The quality reminds me of Kohl's department store clothing line. Not that there is anything wrong with Kohl's, but Kohl's charges a 1/3 of the price. Is anyone at Corporate and Sales paying attention to these consumer alerts and their disappointing decline in their product line? I've shopped there for the last time. I'm been turning my business over more and more to Brooks Brothers where quality still counts. Get some new leadership in there and get a clue Ann Taylor!!!
Ann Taylor Company Profile
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