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Reviewed Aug. 5, 2023
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.
I again contacted Customer Service via chat and was told the matter had been elevated and I would soon receive a resolution email. I was told that no changes could be made to the order 60 minutes after it had been processed. I explained that I had reported the issue only five minutes after placing the order. Didn’t matter. Days later I received an email saying the package had been delivered, so I again contacted Customer Service via chat and was told the issue was elevated to the appropriate team and I would soon receive a resolution email, which would probably give me a credit. I said I wanted a refund, not a credit, because another order would cause the item to arrive too late. I was told that’s not how it works and to wait for the resolution email from the appropriate team. I asked to get the direct contact info for the appropriate team and was told that wasn’t possible. It’s been a week…no response email yet…
Reviewed May 28, 2023
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.
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Reviewed March 17, 2023
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
Reviewed Feb. 21, 2023
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 #.
The amounts AA billed me would vary every month, which is why I never caught it. This "Account Assure" is supposedly a protection service plan which covers your credit card bill if you die. They are supposed to bill you for $1.29/ for every $100 you owe on your card. HOWEVER, THE MOST I'VE EVER OWED IN ANY GIVEN MONTH WAS $800, YET THEY BILLED ME OVER $26+ THAT MONTH! This company is a total scam, never sent me any emails or mailed me any paperwork re: enrollment.
The Better Business Bureau has them listed a D+ company rating & there are thousands upon thousands of complaints. Please protect yourself and report them on BBB. Whatever store they are associated with obviously gets a kickback, so don't expect them to help you. I have many store credit cards that I've had for decades each, I never imagined one of them would scam their customers like this. Check your transaction statements and beware when signing up for any store credit cards.
Reviewed Feb. 6, 2023
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.
Reviewed Dec. 25, 2022
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.
Reviewed Oct. 10, 2022
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!!!!
Reviewed Dec. 3, 2021
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." --
USPS tracking info stayed the same (zilch). I texted AT again on 11/26 and they responded "We are experiencing delays - kindly allow an additional 3 business days for your package." I texted again on 12/2 and they responded "I would be glad to share this concern to our appropriate team for more research. We'll email you back ASAP." No email arrived.
I finally called late in the day on 12/2 and demanded a refund and said it was crazy they did not have any quick info on the package's whereabouts. And that I felt I was being given a run-around and that AT was not being honest with me. The operator was very polite and first said the package was on its way but when I pressed he checked with his supervisor and they finally agreed to refund. As said below, 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. Again, I do love the two items that arrived.
Reviewed Nov. 26, 2021
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.
Reviewed Sept. 27, 2021
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.
Ann Taylor Company Information
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- Ann Taylor
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