Ann Taylor Reviews

I ordered a sweater from Ann Taylor and called their 800 to exchange it for a different size. Their online site states for an exchange to call and they will send a replacement with no shipping charge. The person I spoke to said he couldn't do an exchange and I had to place a new order and pay for shipping. I explained to him what their site stated about exchanges and he said it was wrong.... TERRIBLE CUSTOMER SERVICE.

I just applied for a new credit card. I was excited to use it however, ordering processing times are not good. Trying to reach customer service is awful. When I did reach someone they seemed inconvenienced and irritated to help me. The wait time is absolutely unbelievable to get through to anyone.

I am extremely disappointed with my Ann Taylor credit card experience. I paid off my credit card balance based on the amount shown on the billing website, believing my account was paid in full. I am now being charged an additional $87.00. When I spoke with a supervisor, I was told there was another button on the website related to interest. However, that button was not visible or clearly available on the billing page, and I have a screenshot to support this. As a customer, I should be able to rely on the balance displayed on the official billing website when making a payment.

I cannot reach anyone - even chat to ask why I only received a partial refund on each item returned. They still charged the 9.95 + another 27.16 for some reason. I will never order from this company again. Ann Taylor would be appalled. They must have sold out to another country for service.

Credit card charges for not going paperless. This is not disclosed and hidden in fine print. Refusing to pay it results in late charges which they refuse to waive. Customer service was rude and extremely unhelpful. We will NEVER buy anything from this organization again (this means all of their stores). They lost a loyal customer for a very stupid reason.

I placed an order with Ann Taylor on January 25, 2026. Only part of the order was delivered on February 4, 2026. The remaining three items continued to show as “processing” on their website. I contacted customer service on February 6, 2026 and was told the items were in stock and that shipping would be expedited. I was given a case number but received no apology or acknowledgment of the inconvenience. When I checked again on February 10, the items were still listed as processing. That same day, I used their online chat feature and was given a second case number and told I would receive a response within 24–48 hours. I also requested an email address for follow‑up and was provided **. I emailed them on February 10 with my order number and both case numbers. As of February 13, I still had not received any response.

I have recently gone back to the Ann Taylor Factory store in Lake George and was very pleased to be greeted by the new management and employees and made to feel very welcomed. I was able to find what I needed with the help of friendly, knowledgeable help. I will return again.

Dishonest practices regarding refund. Returned item which was received by company, no refund returned. Was told a tracking number was needed when inquiring into lack of refund. That information was not listed on return policy. No refund ensued despite return of item.

Only refunds in e gift cards. Returned item and never rec'd a follow up. Called. Spent 30 minutes on hold. Told cannot refund via Paypal as they are "Unable". What absolute crap. I will never buy from them again.

I’ve been a LONG time customer of Ann Taylor and spend several thousand dollars a year shopping with them for work wear. I ordered a $1000 signature collection suede coat from them on Oct 9th. Label created on Oct 14th (supposedly) and UPS never received the package from Ann Taylor. I have VVIP status with them and apparently that does not mean a thing as I waited until 10 days after the label date and have contacted them every 2-3 days since the 10th day after the shipping label was created and IF there is someone on the chat or answering the phones during business hours (there have been times in sat in a chat for over 30 mins during business hours to reach someone and no one was there), all I get told is the same thing about someone calling me back, a manager or supervisor isn’t available, etc.

On August 24th at 2:15 AM PST, I placed an order for two items on sale. Immediately after checking out, I noticed that the system had defaulted to my old address in Massachusetts, even though I now live in California. Because the order was placed outside of Ann Taylor’s customer service hours (10 AM – 8 PM EST), I had no way of contacting anyone within the “60-minute window” the company requires for changes, and there was also no way to correct the address online. Later that morning, I called customer service and spent over two hours in total on the phone, speaking with two different representatives.

Took weeks for the order to ship, arrived damaged with missing buttons. Shipped back, they received the package on 8/14, 11 days later and no refund...had to call and wait on hold to have them process the refund. Poor customer service, poor quality, will not shop with them again. What a shame, they used to be reputable, and now they are shockingly bad.

Was shopping today for a suit and Sandy was such an amazing help! I totally felt like she had my best interest when she help me select styles that were flattering. She went over and beyond to make sure I was happy with my outfit!

Very disappointed in Ann Taylor online customer service! Bought on 7/19/2025, one of the item is still processing as of today 8/8/2025. Have tried many times but not able to reach the customer service from chat, email or phone. It is a frustrating shopping experience and will not buy from Ann Taylor again!

I place an order for a suit in July 12th, 2025. That said 4-7 days shipping. It’s July 25th and still nothing. I ordered this because I need this! I called customer service last week that said it was shipping late on the 23rd. The 23rd came and went and no shipment! I called on the 24th for them to say they are looking for stock and if not found will cancel my order. Mind you, they sent the shoes, and shirt already, but not the suit. Zero time frame! Zero apologies! Zero F’s given that they took an order with no stock to fulfill it and NEVER contacted me once. I will never trust them again!

I will never purchase from Ann Taylor again. I used to purchase from this company a few times a year for many years. They have really let this business go! I spent 2 hours on hold trying to do a return. Then I selected the call back feature which no one ever got back to me. I tried to initiate the return through their website but when I click return or exchange order it says can’t find order but my order number is located right within my account. This is unacceptable. Do yourself a favor stop purchasing from this company!

I went to the Ann Taylor Factory at the Seattle Premium Outlet Mall on Tuesday. When I returned home I noticed a shirt purchased had two snags. I went back on Friday WITH the receipt and simply wanted to exchange shirt for a non damaged one. The sales associated refused unless I signed up for the rewards program. She said “for safety purposes I can’t refund anything unless you are signed up”. I told her I didn’t believe her & that I wasn’t asking for money back, I was simply exchanging the exact same item. The manager came out and said “it’s a new policy”.

I purchased a skirt petite Medium instead of a small as recommended by online agent. The medium was too big. Called for waited forever for customer service. I asked for exchange in small. Agent said they were out of stock in both petite and regular. He did not want to give me exchange because price went up significantly higher. I got off phone with agent. Immediately ordered a small and it was delivered a few days later. Minutes after my order was confirmed, I called customer service to let them know the skirt was not out of stock and to give me exchange. They still insisted the skirt was out of stock and refused to give me an exchange. Clearly the skirt was not out of stock because I was able to order it and received it. The company is a not an honest company. I will no longer shop with them and I will tell others about my bad experience.

I recently placed an order with Ann Taylor, purchasing several items totaling $324.62. After applying a $50 discount, my final price was $274.62. The following day, I noticed that some of the items I purchased were further discounted. I reached out to customer service to request a price adjustment, which should have reduced my total to $259.65—a difference of $15. Initially, I was informed that a ticket was submitted for the adjustment, and I would receive an email with details. After not receiving any updates, I contacted them again, only to be told that they had adjusted the price by just $3.45, rather than the correct amount. When I raised this issue, the representative responded indifferently, saying it was up to me whether I wanted to return the items.

The style, design, and material have become hard to like and wear. It feels like after Covid, the store stopped trying. The prices are higher, and the quality is disappointing. Shirts are heavy and look bulgy after one wash. It's like they're dressing tall 80-year-olds, which makes no sense because people at that age shrink. I'm 5's, and the petites are worse; they're designed for toddlers in size, color, and style. I used to love this store, but now it's on its way out, and I'd put money on it.

They forced me into paying $100 extra in interest fees and penalties even though I closed the account. Very bad customer service and practice. Please check reviews and be aware of insane interest charges before opening an account with them.

I’ve been a customer of Ann Taylor for a while now. Yesterday, I bought clothes and belt in one of their branches and I used my Ann Taylor credit card. After I swiped my card, the cashier asked me if I want to my Ann Taylor credit card with cash or another credit card at that moment. I got confused a little bit. My first time to hear to pay what I bought with my credit card in the cashier with cash or another credit card at the time I bought it. She did not give me an option if I want to wait for the bill to come then I pay but I asked then she said, it’s fine. The manager who was beside her who I always see there looked at me with sharp stare as if I am dumb. Well, I was really surprised. Has anybody experienced being ask to pay what you charged in a store credit card with cash or another credit card the moment you bought the item?

I’ve been a customer of Ann Taylor for a while now. Yesterday, I bought clothes and belt in one of their branches and I used my Ann Taylor credit card. After I swiped my card, the cashier asked me if I want to my Ann Taylor credit card with cash or another credit card at that moment. I got confused a little bit. My first time to hear to pay what I bought with my credit card in the cashier with cash or another credit card at the time I bought it. She did not give me an option if I want to wait for the bill to come then I pay but I asked then she said, it’s fine. The manager who was beside her who I always see there looked at me with sharp stare as if I am dumb. Well, I was really surprised. Has anybody experienced being ask to pay what you charged in a store credit card with cash or another credit card the moment you bought the item?

Not too long ago you could call Ann Taylor & Loft & speak to someone you understood, who understood you! Apparently they have gotten cheap & you now speak to people in foreign countries making $5 an hour.. VERY SAD! I returned items on 3/6/24 and on 4/11/24 I and still waiting for them to be processed. This is a little ridiculous and extremely difficult to understand. They are still billing me for some of the items and I'm not even sure that that is what the people on the phone said because again I cannot understand them and they cannot understand me.

I had a horrible experience at the factory store outlet in Merrimack, NH. The Spanish assistant manager treated me very poorly and her co-worker tried to excuse her by telling me to forgive her that she was having a bad day. I called and complained to headquarters and never received a call back. As a result, I stopped going there.

I used to love Ann Taylor at one to the clothing there was pricey but great quality. I’m looking for blouses for work so I went online to shop. Note I see that but not now. The clothing is cheap and big so I returned my item that is purchased. They printed out two shipping labels which cost me 18 dollars. What a ripoff. Never again.

I recently visited the Ann Taylor store in the Riverside Mall in Hackensack, New Jersey. I received excellent guidance from Stylist Jane ** that led to my purchase of a suit jacket for my wife for Christmas. My wife was very pleased with the item’s design, quality, and color, but as often happens when I buy clothes for my wife, the size I’d chosen, a 2, wasn’t quite right.

I just ordered a Christmas gift from an online link to Ann Taylor. I used my account, my credit card, & my mailing address. They mixed up the shipping address where the gift was going with my address. So, they were switched so my name had my correct address but was listed as the shipping location. The gift recipient's name was listed as the payer although my name and card was charged -so now the gift I ordered my sister-in-law is coming to my home. I tried to correct it when I received the order confirmation and they said it was too late. Now the gift won’t get there on time. I will not order from Ann Taylor ever again. The Online customer service was completely useless and wasted 20 minutes of my time.

I like Ann Taylor clothing but will absolutely never shop online there again. After signing into my online account, I didn’t notice that although I entered my current address as the shipping address, the system pulled a very old address. I realized the mistake within moments of hitting send and immediately went to their website to try to cancel the order. But there was no option to do so. So I immediately contacted Customer Service via chat, which the company promises is the fastest way to be in touch with them. I was told that the matter was being escalated, but they generally can’t change an order once it’s been processed. I was promised that I would receive an email soon with a “resolution.” I explained that I needed the matter to be addressed ASAP so that the items didn’t ship. But a few days later, no resolution email, and I received a notice from the company indicating my items had shipped.

Ordered online. Sent back an item that didn’t fit in a timely and in original package. Have proof that they received it and no response from them. Had to track it down and called them. Was told twice that refund would be credited to my account that day. Reported to BBB. Almost 50 days and they haven’t given even responded to my return and still have my money. Something very fishy! Don’t order from them.

I have been a customer of Ann Taylor for 20 years. It has been my go to store for my corporate wardrobe and I have been nothing but satisfied for those twenty years. Recently since the take over by the new company, I have noticed a huge decline in their customer service to the point that they are selective in their responses and have no regard for loyalty of customer. I receive a different answer and a different policy each time I call. I asked to speak to a supervisor and I was told that was not possible. I was told that they would call me back and that they would email me and they never did...four months later to resolve an issue. I cannot recommend this store to anyone and perhaps that's why they are struggling. Kathryn

Beware of unauthorized billing re: Ann Taylor / LOFT store card! A company called "Account Assure" has been billing me for over 4 years in small amounts monthly ranging anywhere from $0.10 - $26.00. I never caught it, as I've had this store card for years and never had anything shady like this happen to me ever. LOFT claims I signed up for it, but I KNOW I never did. I filed a complaint with BBB, results still pending. This is an outrage and I implore you all to carefully review your monthly transactions re: store credit cards, as the company is closely associated with Victoria Secret, Loft, Ann Taylor, and many others. I canceled my Ann Taylor LOFT store card after 20 years of being a loyal customer. They were complicit in this scam and the AT/LOFT customer rep knew all about these charges and even gave me the Account Assure phone #.

At Ann Taylor's store in the Burlington Mall (Mass.), the cashiers are unfriendly, yelled at for asking questions and clothes are stuffed into shopping bags without any wrapping and packaging. For the customer's questions, the manager on duty at that time was irresponsible, defended and evaded. Bad shopping experience.

If I could submit a minus 1 rating I would love to. The customer service at Ann Taylor is the absolute worst. They are condescending, rude, shows no empathy to your concerns. The last gentleman sighed the entire time I was speaking with him. I called back to lodge a complaint and the woman was talking over me. Let's not discuss Comenity bank which issues their credit card. That's an unscrupulous bank. They will report you to the credit bureau for one late payment. They will call you every hour on the hour daily for $45. The BBB needs to look into this CO. Shame on you Ann Taylor.

They use Comenity Bank who is a unscrupulous company. They charge late fees even if you pay on time, then you spend hours trying to get the fees removed which they do not do. It's theft. On top of that they charge 27% interest. This is blatant theft!!!!

I place an order on Nov 13 for 3 items. Two items, which I love, arrived via UPS. But the third item did not. The carrier for that was USPS. Checking that tracking # showed only "tracking number created on Nov 15". I texted Customer Service on 11/23 and they responded --"Tracking # says package is on its way to a USPS facility"... If you still have not received the item until 11/25 please let us know right away so we can do further investigation." --

I used to shopping always in Ann Taylor, since the clothes are exactly of my style and reasonable prices on special events and sales. Today I was so disappointed while shopping online. One can't believe but I spent 2-3 hours to process the payment. Kept always displaying "sorry, we're unable to process your transaction , please verify that all information are correct". I checked and verified 100 times still no result. Unfortunately neither the online chat customer representative nor customer service who accepts the calls were available to help me. I even created another account still didn't work. I checked my credit card on another online customer service of other stores to see if it worked, yes it did in a second. But this stupid Ann Taylor online service system doesn't work properly and very frustrating. I'm very disappointed.

I purchased some clothes online in July. One of the dresses was not a great fit and I didn't realize it for a few weeks since I had purchased it for a future event. By the time I could get to the store to return it, it had been 5 weeks since my purchase. I had my receipt. Ann Taylor did NOT refund my full amount paid even though I had a receipt. I understand receiving credit after 30 days, but not the full amount?? Even though I had a receipt? I received about 60% of what I paid as credit. I consider this stealing and is unacceptable in my experience. I will not shop at Ann Taylor again.

Placed an order November 26th and have yet to receive the order. It shows that USPS has the package in NJ and it has been there since early December. I think anyone using USPS for shipping should expect to have delivery issues. I have tried several times to reach out to Ann Taylor via email and the only response I have received was a credit to use toward future shipping costs. Thankfully AMEX has reversed this charge. Finally, I have noticed quality issues in recent orders. Shirts seemingly made with very cheap materials that are fraying after minimal use. Their pants are of better quality as is their sweaters. Overall, not what I expected from this retailer who I used to love.

Have shopped for my wife at Ann Taylor stores for many years - always found wide selection of nice, well made items (if a bit overpriced). This year, for obvious reasons, decided to order online. One order placed late-November; to arrive 12/7; on 12/16 there is no package & no tracking information. Another item was ordered 12/5; again, no information was available on 12/16. Contacted the company today - their response: "we are experiencing delays." Retailers are, generally speaking, all facing the same challenges, yet most are managing quite well. For some reason, Ann Taylor (1) mis-leads its customers; (2) cannot seem to get packages shipped and delivered within a reasonable period; and (3) cannot seem to answer questions about package whereabouts and delivery projections.