Ann Taylor

Ann Taylor Reviews

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Ann Taylor Reviews

Stars Rating

  • 7%
  • 14%
  • 0%
  • 25%
  • 54%

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    How do I know I can trust these reviews about Ann Taylor?
    • 4,476,910 reviews on ConsumerAffairs are verified.
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    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Page 2 Reviews 10 - 40
    Customer Service

    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

    Customer ServiceSales & MarketingStaff

    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.

    Customer ServiceStaff

    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.

    PricePunctuality & Speed

    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!!!!

    Customer ServicePunctuality & SpeedStaff

    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.

    Nafsa increased rating by 4 stars.
    Customer ServicePriceStaff
    After a positive interaction with Ann Taylor, Nafsa increased their star rating.

    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.

    Customer Service

    Reviewed Jan. 8, 2021

    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.

    Customer ServicePrice

    Reviewed Dec. 17, 2020

    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.

    Reviewed Dec. 11, 2020

    Ann Taylor you have lost my package, you have lied to me saying it's delayed but you don't where is it. You keep telling me to check the tracking on USPS which on 12/1 says they are waiting for the package and no further information. Your own website says it should have been delivered 12/9. On 12/10, your CS dept said 12/10. Today your CS department says wait til 12/15 for an order that was placed 11/26. An order you have no idea where it is by your own admission. And now you refuse to issue a refund for a lost package. I expected better from AT.

    Customer Service

    Reviewed Dec. 8, 2020

    I ordered clothing for a specific event that took place December 6th on November 21st from Ann Taylor. Though free shipping would have gotten the package here, I chose the second shipping option for faster service. The items all shipped on November 24th. The tracking has stated the entire package is in Atlanta awaiting item at the shipping partner Pitney Bowes. I have had three phone calls with AT. Their only option for me is to reorder the same item, pay again for them; and return the other order, if I ever get it. They state they have changed shipping partners to Pitney Bowes and that is causing delays. They have said they would respond to me twice by phone and one via email and once via text, but the shipping has not budged. Last night a new person told me that all orders now have an arrival date of December 14th.

    I live in metro Atlanta. How can any package be sitting at any parcel service for that long? And while it may be Pitney Bowes responsibility now, AT has a responsibility to their customers for their customer service, keeping deadlines reasonably, and offering solutions that don’t involve customers ordering the same thing again (to be shipped again through the same company). 3 of the 7 items I ordered are now out of stock. They offered me a $15 gift certificate. I will not ever order from them again.

    Customer ServicePrice

    Reviewed Dec. 3, 2020

    Ann Taylor had a Cyber Monday sale and I made purchases to all of the sudden to cancel my orders stating they were sold out when they was not due to poor hindsight on their behalf. I called customer service and they claimed they sent out new codes but I’ve never received it and they did not want to reciprocate me of my lost orders, just only one order. When I go back to order online for a coat, only the regular size was eligible for codes but not the petite but it’s not like that for other products. I called again and they did not help or looked into it; they just told me that was the full price. This is a shady brand and you have to be on your toes.

    Customer Service

    Reviewed Dec. 1, 2020

    I ordered an item and received an email that they canceled my item due to the item being unavailable. I checked the website and the item was still there, so I contacted customer service, and was told it was a glitch, and I could reorder the item for over 3 times more than my original purchase. Seems a bit shady. I asked to speak to a manager and was refused by Tianna. Very rude and disrespectful.

    Customer Service

    Reviewed Dec. 1, 2020

    My order was canceled after cyber Monday stating the reason that the item was no longer available. When I checked item was available online and in-store.

    I called customer care who said there was a IT glitch due to which combined coupons were allowed to be used on my order. I wasted my hour for ordering and then another hour after customer care as it was a gift. I was better off to shop at other brands during the competitive weekend of black Friday and cyber Monday but lost the opportunity to shop elsewhere and find a better deal due to such practices used at Ann Taylor. Big brand like Ann Taylor should own up the mistake and have clear reason stating why the order was canceled, or else honor the order rather than blaming customers to use wrong coupons.

    Customer ServicePricePunctuality & Speed

    Reviewed July 21, 2020

    DO NOT GET AN 'ANN TAYLOR CARD' IF YOU ARE CANADIAN. This card is routinely marketed to Canadians however Comenity Bank makes it nearly impossible for Canadians to actually pay it off. They do not accept online payments from Canadian banks, even if you have an American Dollars chequing account. They do not accept payment by credit card. They do not accept payments over the phone. After attempting all these options you're told to mail a bank draft.

    In my experience they waited over 14 days to cash the bank draft so that they can charge you both interest and late fees. When you think you've paid the card off, they'll call you three months later and say that you owe hundreds more in late fees and interest because they "didn't receive the payment in time". They'll do that 3 days before your next billing cycle so that you have to pay interest on your interest and late fees.... And continue the extortionate cycle. Not only have I experienced this but I have heard from numerous other Canadians experiencing it. I used to love Ann Taylor and was a loyal customer. I will never in my life shop there again. I am extremely disappointed that they would take advantage of their Canadian customers like this. Their lack of Canadian website further exemplifies that Ann Taylor simply does not care about the Canadian market.

    Customer Service

    Reviewed June 24, 2020

    Like other customers here, I ordered and paid for an expedited service. Half of my order is not shipped after 10 days and no word on when it will happen. You have to wait for an hour for text responses or more for a phone. The material of their pieces is an awful scratchy rayon, cheap! I had to return items that I ordered. No confirmation that they received it either. Horrible company- never again.


    Reviewed June 9, 2020

    I have placed my order with this major store brand not even thinking twice about it. Well let's start by stating I placed the order 17 days ago! And still never received it and to make matters worse I also paid for 3 day shipping it's a total joke! I am as we speak on hold for a live rep. On the phone for one hour and 20 minutes so far. So please do not order from this store. They authorized my card immediately after I made the purchase but when I checked my order status as they clearly asked on the recording it says order # not recognized. Do yourself a favor and wait until stores open fully.

    Customer ServiceOnline & App

    Reviewed June 2, 2020

    I made an on-line purchase that did not fit and tried to return it. The website does not "recognize" the return order number they sent me; no one answers the chat line (it keeps telling you your place in the queue and then times out before you get to speak with anyone); the text option is completely worthless (it takes days to get a response and it is some kind of automated, unhelpful response); and no one answers the phone. I will NEVER buy anything from Ann Taylor online again. They just refuse to process a return.

    Customer ServiceOnline & App

    Reviewed May 17, 2020

    I have shopped with Ann Taylor many times and have been happy until now. I placed an order online yesterday, and had numerous issues. Their site shut down a few times and I would have to start over. I updated the shipping address, but when I placed the order, it had defaulted to an old address. Perhaps my mistake, but given the numerous issues their website was having, I doubt it. Regardless, I tried to contact them immediately and in total, waited over 50 minutes yesterday and 1 hour today trying to reach someone (via phone, email, text and chat). When I finally was able to connect with someone, they said they can't change anything with an order once submitted, not even an incorrect address.

    It doesn't matter that the order isn't due to ship for 2 weeks; they won't change anything. No change, no refund. The only thing they said to do is once the items ship, I can contact UPS and try (no guarantee) to have UPS change the shipping address. Seems a bit backwards to change a shipping address after it's shipped. Needless to say, I will not be doing business with Ann Taylor in the future and will recommend the same to others.

    Customer ServiceStaff

    Reviewed March 13, 2020

    I went to the Ann Taylor store in Rosedale Mall in St.Paul, Minnesota this morning. I needed to return a pair of shoes. When I walked in there were two clerks at the desk. I smiled at them and said hello. There was no response from them. I looked around a little, then proceeded to the desk to return my shoes. I stood there for a few seconds and neither one attempted to help me. Finally, I said hi to one and said, "I would like to return these shoes." One clerk took my shoes with a scowl on her face and did not return my greeting. She did not look at me and did not say anything. She continued to look down and had the meanest look on her face. I was shocked. She did my return and had nothing to say. I was so glad to get out of there and will never return to this store. These clerks need a refresher course on customer service! (I can describe this clerk if management would like).

    Reviewed Feb. 20, 2020

    I really appreciate the convenience of shopping online and the quality of the clothing. I usually purchase sale or clearance items and I have never been disappointed. I love to shop but I don't the available funds that I had before I retired. Ann Taylor keeps me in the loop!

    Verified purchase
    Customer ServicePriceStaff

    Reviewed Dec. 16, 2019

    I went to local store yesterday. I found a clothes I like, but the store did not have the size of mine, so I asked the store clerk to check whether they have it online. She checked and it is available online. So I asked her to buy it for me online. She placed the order. After leaving the store, while I was checking online about other clothes. I noticed that the store clerk did not put 50% off on my order (they have 50% as always, because their original price is always expensive). So I called the Ann Taylor and asked them to cancel my original order. However, I was told that I can not cancel my order within 24 hours after I ordered. I was suggested to call back the next day to cancel it. I asked what if the order was shipped the next day. She was saying it will not be so fast. Even though, I felt weird, but I accepted the fact. So I decided to order the clothes anyway on line anyway and call back to cancel the other order. I got confirmation email after I placed the order.

    Today, while I was checking my email, I found one email from Ann Taylor saying that my order was canceled “Due to high demand, we're unable to process your order.". But it did not specify which order was canceled (I had two orders yesterday). So I texted them (tried to call them without success). I asked. It was the second order I made got canceled and also told me the first order could not be cancelled because the order was processed already. I questioned them why I was told to wait for 24 hours before I could cancel my order yesterday. I was told that was not true. I asked why my second order got canceled; I was told that the clothes was not available for pick up at store. But when I checked availability, it was available for pick up in one of the store very close to me. I even took screenshot and sent to them by text.

    So I decided to order the clothes again. I placed the online order again, and I got the confirmation email again. But my second online order ”got canceled again”. What a bizarre experience! I tried to call them, but could not reach to anybody. My phone was directly to survey asking me how I feel about the service. You can imagine what I rated the service. And the staff worked online chat repeatedly telling lies about why they canceled my orders. Different people were telling me different stories. I will rate “0“ for the service, and do not order their stuffs (quality is getting worse, the service is getting worse; the staff is lying all the time.)


    Reviewed Dec. 14, 2019

    I placed two orders with Loft. One order included a pair of pants with a raveled hem. When I tried to return them, my only options were to pay $7.95 to ship, or find a store and return them there. After placing the second order, I noticed that the price of the items went down by 10% a few hours after placing the order. They refused to adjust the cost of my order. I will never order from them again.

    Customer ServicePunctuality & Speed

    Reviewed Dec. 10, 2019

    Last week I went into Ann Taylor to purchase some holiday pants and a top. Unfortunately they did not have the red pants I wanted in a size 4. The assistant offered to ship me OVERNIGHT a size 6 petite. This was a Wednesday at lunchtime. Thursday, no pants, so I called Ann Taylor to complain. (Friday evening they arrived at 9pm.) When I called to complain about the item not being shipped overnight they said there was now a size 4 available online and to order that online overnight and they would waive the first pants size 6 shipping as it arrived late. Was told they would overnight the pants size 4 to me. That was last week and the pants still have not arrived. Today is Tuesday. Ann Taylor told me to fill out a complaint slip. I called again today and they said the pants size 4 shipped out on Monday night late. Don't order Ann Taylor online if you are in a hurry. They also do not compensate you for the inconvenience.!!!

    Reviewed Oct. 20, 2019

    I love Ann Taylor Loft clothes. I love the timeless cuts, great colors, and high quality materials. In a time in which bulk has outweighed quality, I appreciate the perfection and detail in which each item is stitched.


    Reviewed Oct. 19, 2019

    I like the merchandising practices for women. Always nice products for women who work. The products are known for their quality and resale value later. Upbeat styles for women over 40 is very important.


    Reviewed Oct. 6, 2019

    I like the variety the store offers... clerks are very scarce; I can hardly ever find one, especially if I need assistance in the dressing room... prices are excellent and the quality of clothing is superb.. purchases I make last me for years.

    Customer Service

    Reviewed June 20, 2019

    After having to contact their international dept numerous times and being transferred with no response even after 10 mins, I am still trying to chase them down for a refund that Loft customer service confirmed they would process yet still have not after 3 months! They DO NOT pick up their phone after stating they will within 5 minutes. They DO NOT email you back after stating they will respond within 24 hrs. Absolutely appalling service! I even sent in a complaint with the Better Business Bureau and Ann Taylor/Loft does not even respond to them in time.

    Customer ServiceStaff

    Reviewed June 20, 2019

    I just waited on phone for over 40 minutes to speak to a rep from Ann Taylor. I received an item today that is damaged. I need a prepaid return label. She refused to provide it, refused to transfer me to her supervisor, refused to transfer me to a fellow worker to help me. She refused to give me her employee #, initials, or name. Wants customer to pay for return of damaged merchandise. I will never order from them again. They deserve zero stars if possible.

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    Ann Taylor Company Information

    Company Name:
    Ann Taylor