Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I love Ann Taylor. I will not be able to shop online anymore. They are using an *********** that does not exist. Packages are not delivered on a timely basis.Their oversees customer service is terrible.Not sure why they are using a shipping method that does exist in my area and *** tells me they are holding packages for weeks and Ann Taylor does nothing to rectify this situation

  Business response

  01/30/2025

  As a follow up to the complaint ****** ********, it appears the remainder of the order was delivered on 1/29. Unfortunately, as a package is in transit, we are only able to rely on the tracking # and updates provided by ***. We are sorry for any frustration and we will make sure to share this customers concerns. While the second part of the package was delivered by the expected shipping time frame. As a courtesy for the frustration, we have extended a $25 Electronic Gift Certificate to her email address.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a necklace. Received it broken. Purchased the necklace again. Received the exact same necklace, still broken

  Business response

  01/07/2025

  BBB:
  
  We have processed a credit for $59.79 to the Ann Taylor Card used for the purchase. Please allow 1-2 business days for the credit to post to the credit card.  As it was the second incident the item arrived defective, the contact center doesn't offer an immediate credit. 

  Sincerely,

  Corporate Customer Service

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

  Customer response

  01/08/2025

  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

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased clothing from the Loft store at **************************************. I was told that I would be refunded the difference if the prices dropped for Black Friday. I was also told that all the purchases I made were safely recorded in my rewards account for **********************. I called the location and told them that I was coming in to get refunded for the difference since the prices were reduced for Black Friday. They said they would do so, to come in. When I came in, they said they couldn't do it because the manager wasn't there. I tried to return an item that didn't fit and was told that they couldn't return it because the manager wasn't there. They told me to come in the next day when the manager would be there. I called before I came and the manager was snippy, rude and told me adamantly that she would not be returning the clothes. I had tried to come in a few times to get the refund and do the exchange and they had closed the store early. **************** gave me a code to give the store in order for them to refund the difference in price. The store refused to honor it. I was contacted by customer service by a rude woman who said that she would not refund the money. Lastly, I was contacted by another woman who told me that I could drop the clothes off and have my bank reverse charges. I attempted to do so and the store refused. I want all my money back. These people are con artists and liars. They have defrauded me and I demand justice. I have the credit card I used to purchase the clothes and they are refusing and have refused within the return period to take them back. This is a matter of fraud.

  Business response

  01/08/2025

  BBB:
  
  We are sorry to hear of this customers disappointment with her experience in our *********************. The District Manager, ****** ********** indicated she had reached out but wasnt successful in connecting with this customer. We are happy to work with the customer to process the return according to our Return Policy if she wants to return to the store.  The return would need to be handled by the store team.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

  Customer response

  01/09/2025

  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

  I have tried several times to do just that: Ive gone to stores on at least three occasions, intending to return things and have been told that I need to come back when the manager is there or that they are not going to return my purchases. On one occasion, they close their store earlier than the post of time and was not able to accomplish this task I told the manager they called that I would return the clothes to the store and if necessary reverse charges at the bank, she said that would be fine. When I approach the store to return the items, they refuse to do so we are at a stalemate.  These people are not doing what they should do. Ive tried within the return policy to return these items as I said numerous times. They are not being straightforward with you, the Better Business Bureau, but Id rather using subterfuge to harass a customer that they have decided to single out for some unknown reason. They are violating my consumer and civil rights. They are engaging in a form of consumer fraud by representing that they would do one thing and then refusing to do so, in fact, lowering me into purchasing clothes and promising things that did not materialize.  Bottom line is the store needs to return my purchases which I have repeatedly tried to give back and exchange for the purchase price. Ive been hassled by ***** passive aggressive salespeople and have been lied to repeatedly. My money needs to be back in my bank account or I will file suit. Its just that simple.  If I do so, I will also add additional costs for harassment, attorneys fees, etc.  I am a paralegal and will follow suit. Give me my money back or meet me in court.

   

   

   

   

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

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business response

  01/14/2025

  As a follow up to the rejection by ****** ******, we have been willing to accept the return. The initial visit the customer did not have her receipt, and we were unable to locate her transaction through our account look up to return the items. The Sales Lead instructed the customer to come back with another manager to further assist since the Senior Leader was not in the store and she was not able to resolve. The second time the customer went to the store it was closed,and this is due to the hours in ****** being incorrect which we do not control.The third time the Assistant Manager came across the same issue as initially since the purchase could not be located and we would not be able to credit her the amount she indicates she paid without proof of the purchase. The District Manager then told her she would be happy to return the items but as they are priced at the store since we were unable to verify the purchase price, she indicates she paid and the customer disconnected the call. This is our Return policy. We are not able to refund money for prices she indicates she paid without proof of the purchase. If she can locate the receipt, then we would process a refund for that amount. If the customer wants to return to the store,we would like to know the date she plans to return so we can alert the store team to be prepared.
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the August statement, I was charged $2.99 for a paper statement. I did not know that this was occurring until I got the August statement. I called on 8/22/2024 and was told that the $2.99 would be credited. I told them I would go paperless if I could get an email telling me that the statement dropped so I could go online and print the statement. I am 72 years old and still pay from paper (although I get them online with most creditors). They told me they could not send an email and I would just need to check online. I chose to close my account. Then on the September statement I find out they did not credit me the $2.99, plus are charging me $28.40 for late fee (which would have happened if they had credited me the $2.99 like they said they would) and also a $2.00 interest fee on $2.99. I will pay the $4.99 but I feel they are wrong in charging my account for the $2.99 paper statement when I was not aware of the charge (or I would have gone paperless or closed my account). I have been a customer of **********************'s for years. They then lied about crediting my account the $2.99 and if they had, there wouldn't have been a late charge or a $2.00 interest charge. Plus they said if I hadn't closed my account, the credit would have gone through but since I closed the account, the credit wouldn't appear. However, the late fee of $28.40 and the interest charge of $2.00 could appear ??? even after closing the account. I wish to lodge the complaint and have consumer rights review the matter. I don't want my credit affected over something that was charged fraudulently on my account and then was lied to my a customer service ****

  Business response

  09/24/2024

  Hello,
  
  I am responding on behalf of BBB Concern ********. Please be advised that the concern submitted is in regards to a credit card that is owned and operated by *****************************. They also operate all ********** services. As such we are not able to assist with credit card related concerns. We would recommend resubmitting your concern directly to ***************************** for further account related assistance. Thank you.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello,this is in regards to Loft and not Ann Taylor. It is in regards to a specific store- Store: *****.I would like to bring to your attention an employee`s rude attitude. It is Desk Associate: *******. I have experienced this type of treatment by her a lot through the years. In my estimation she`s been in this store for about 2 years. Every time I return or shop or need an exchange she does what is asked, but she always has to say something in her typical attitude. Can`t just be polite and do it without her negativity. I`ve considered complaining before, but I`ve stopped myself from doing so. Today I decided to read the ****** reviews of this store and to no surprise the most 1 star reviews dated from the last 2 years and some had either her specific name or associate ID. This is the same person that I`ve had negative experience with and I would like to put this on your radar in case yolu haven`t been reviewing the reviews. Some of them are detailed and the thing in common is this woman. I like Loft and I shop there as many of the reviewers are saying. It is not that I have negative experience with the business but rather this location or this specific person. This is why a lot of times I find myself avoiding it and even driving futher to *****************, ** location just to escape the possibility of her being there. This is what I wanted to say. I don`t with to create a probblem for her, but at the same time this is really a lot. The store`s ****** reviews seem to e 1 star more often lately than before. I believe it is related. Thank you!

   

  I`ll describe the last occasion over the weekend. I had a return and I wanted an exchange. One of the items I was returning was the size I would`ve liked exchanged. The one I wanted it exchanged with was a marked final sale on the receipt (bought from another store a few days ago) despite being the exact same item and the more recent order containing it was not "final sale". I specified with her that I would like this exchanged and if she couldn`t do it given it was a final sale considered item based on the receipt, I would like to keep the same item from the other order, I was aiming to get as an exchange. She did not respond to acknowledge that she heard me. I reiterated again and her response was: "are you going to let me do my job?" in a snappy tone. I see her refunding the whole online order along with the item I mentioned I would like to keep in case she couldn`t exchange and I asked again if she could do the exchange. She said " if it`s final sale item I cannot". Then I told her: "I said it several times that if you can`t exchange it, which is what you are telling me now, I wouldn`t like to return the petite one from the online order, which you just returned. This is why I specified so many times, to which you reacted angrilly". She did the exchnage finally but had to tell me "this is the last time I process a return for you". I asked: "Do you mean return in general or final sale type of return". Again in her usual rude manner she responded" I said final sale return, I just said that". Then I told her:" No, you only said "return", hence the need for clarification". She again proceeded with saying that I did not hear her. I heard her very well, and this was not what she said. If I knew I would record her to play it for her to see herself. This doesn`t matter too much, it`s just the attitude that she has that`s making it really hard for me to go to that store. I dread everytime I go there and hope she`s not on shift. 

  Business response

  09/23/2024

  Hello,
  
  I am responding on behalf of BBB Concern ********. This client reached out disappointed with her recent visit to our Streets of ********* LOFT location. The client had some returns/exchanges which involved product that was bought at Final Sale. Per our return policy, items marked Final Sale are not eligible for return or exchange for any reason once purchased. The store communicated our Final Sale policy to the client; but did accommodate her request as a one-time courtesy. Going forward; they advised we will be unable to process returns or exchanges on Final Sale product. While it is our expectation that our stores remain consistent with our return policy with all clients; we reached out to the client via email for failing to meet her personal service expectations. Her concerns were shared with our field management partners to review with the store team. We also advised the client that our company/stores will be consistent with the return guidelines going forward. Thank you.

  Customer response

  09/26/2024

  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:

  [Your Answer Here]

   

   I did not provide thisreturn detail initially. I wrote something entirely different. It was to point Ann Taylor/Loft to read the ****** reviews for this location and this particular person's attitude. Many customers express that they are treated aith attitude. I felt the zams way every time I saw her. This example I had to give was only 1 of my experiences. BBB could not process my complaint if I did not give specifics, therefore I wrote this. I couldn't care less if my concwrn regarding the exchange is addressed. Moreover, please disregard it. The only reason I created this complaint was to put focus on the issue with this employee's behaviour. Please look into this and don't bother addressi g my example of an occurence. Please only look at the ****** reviews and if you really do you will notice that evedy dissappointed customer as of late speaks about the employee and how badly they were treated. Again, the issue is not my exchange, but the employee's overall behaviour, which I have numeeous examples of, nof just this one. And I finally decided to speak up. Please focus on the issue at hand.

   

   

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

  
  Sincerely,
  
  ***** ******-*******
  
  
  
  
   
  

  Business response

  10/03/2024

  Hello,
  
  I am following up on behalf of BBB Concern #********. Please be assured that our response was intended to both address the client's specific transaction related concern; as well as her feedback regarding the level of service at this location overall. Whenever a client alerts us to a service related store concern, we ensure it is shared with all the appropriate field partners and investigated thoroughly. While we are unable to disclose any internal review/actions taken, we've made certain the client's concerns regarding the associate in question were passed along accordingly. Thank you.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying unsuccessfully to have this company send me my credit card . They stated last time I spoke to them it would be overnighted havent received it in months . This business doesnt care to resolve this issue. I cant seem to get a hold of manager that can possibly help resolve this .

  Business response

  09/18/2024

  Hello,

  I am responding on behalf of BBB Concern ********. Please be advised that the concern submitted is in regards to a credit card that is owned and operated by *****************************. They also operate all ********** services. As such we are not able to assist with credit card related concerns. We would recommend resubmitting your concern directly to ***************************** for further account related assistance. Thank you.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order 8/14/24 and it qualified for free shipping but then they made me to take an item off because it was sold out so I took that item off my order but I kept checking to see if I qualified for free shipping and they did not charge me the whole time I was placing the order for the shipping but as soon as I placed the order, they added the shipping to the order. I then proceeded to call the business but they were closed to cancel the order. I just do not think that it was right to charge someone for shipping after the order was placed. Then I called the business but they are just rude and say that I am taking advantage of the free shipping but I am not just trying to do what was right.

  Business response

  09/06/2024

  BBB:
  
  After further internal review, there have been multiple requests by this customer to accommodate free shipping when not applicable. We have noted her account that we will not be crediting shipping when not applicable going forward. We are sorry for any frustration this may have caused but we need to be consistent with all of our customers on shipping fees, etc.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

  Customer response

  09/13/2024

  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:

  Loft feels like I was given a free shipping code in the past but I have never asked one in the past. I just feel that after completing my purchase and receiving the order confirmation, that a shipping fee should not be applied to my order. That is not a fair practice and is not fair to your customers. I would think that you would want to make sure that your customers are happy and remain a loyal customer especially over $8.95.  I kept checking the whole time I was placing the order to see if I still qualified for free shipping but there was no shipping charge until I placed the order. This charge was not disclosed during the checkout process, and I was under the impression that shipping would be free, as there was no indication otherwise after the order was finalized.

  
  

  
  

   

   

   

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

  
  
  
  
   
  

  Business response

  09/17/2024

  Our records indicate differently. However, as a courtesy we have sent via email a $8.95 Electronic Gift Certificate that may be used via LOFT.com or in any of LOFT stores. The order was placed with multiple Gift Cards so the credit had to be done as an EGC. 

  Sincerely,

  Corporate Customer Service
  

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

  Customer response

  09/20/2024

  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

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went today 8/20 to return an item that was purchased on 8/3 .. this is obviously not 30 days passed. Rerun policy says you get full refund before 30 days pass. I paid through pay pal. When I was getting a refund.. the sales associate hands me a merchandise credit on a card to be used for future purchases. I asked what is this for ..she proceeded to say that she couldnt apply the refund to pay pal so without asking me or asking what I would like to do.. she assumed I would be ok with merchandise credit!! I was livid. I was buying something else and very calmly said well you can use it now!! I used it and walked out and am very very mad at the way this was handled! I shop loft a lot but that does not give her the right to assume or make a decision on her own about his k would like my refund! Totally unacceptable especially that it was not passed 30 days of purchase.

  Business response

  08/29/2024

  BBB:
  
  We are sorry for any disappointment with ******************** experience. The District Manager connected with this customer to review her concerns. It is our understanding that this contact was satisfactory, and an appeasement was extended. It is our understanding this was resolved.
  
  Sincerely,
  
  *******************************
  Corporate Customer Service
  **********************/**********************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the retail store at ATF ************************* STE 221 today. I purchased a clearance item. The clearance item rang up as ***** when the bar code was scanned. The manager on duty increased the price of the item to match what was shown ON THE STICKER at *****, and refused to honor the lower bar code price. The clearance discount was then applied at the higher price. I asked the store manager why she didnt honor the current price that was scanning on the bar code? The manager replied that she has to honor the sticker price. The manager refused to provide her name, but I do have a receipt for the item which shows a Desk Associate number.Can someone at Ann Taylor explain why this practice occurred today? Why wasnt the lower price as scanning on the bar code honored, and instead raised to reflect a different higher price? Thank you.

  Business response

  08/27/2024

  Hello
  
  I am responding on behalf of BBB Concern ********. This client reached out regarding a pricing/ticketing error at her local Ann Taylor Factory location. The client had selected a pair of pants that were incorrectly mixed with some $79.99 clearance pants. However, the pants the client selected were actually on promotion for $69.99. As such the store should honor the correct pricing; which in this case was the $69.99 promotional price. We've shared this with the District Manager overseeing the store to review with the team and address any areas of opportunity and correct the errors. We've also communicated this to the client via email; and offered to review her receipt if she was charged the incorrect $79.99 pricing. While we have yet to hear back, should she reply to us we will adjust any incorrect pricing with the store team. Thank you.
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was literally shown a lower total price with promotions and free shipping at the time I pressed the confirm button to purchase and as soon as the transaction went through, I was charged full price along with shipping. I called the retailer and they said there was a "glitch" and there was no way to cancel the order. This is clearly fraudulent and very unethical. I want the prices promised or I want a full refund of every *****.

  Business response

  07/11/2024

  We are sorry to hear of what ****** is referencing with her recent order. The order is currently being processed and there is a very small window for any orders to be canceled if possible. It is unclear why the promotion didnt apply initially. We are unaware of any glitchesas she is referencing. The customer has already been told that she would receive a Price Adjustment for the promotional amount and a credit for the shipping. The order must be in a shipped status to be credited. The feedback provided will be shared for further internal review.
  

  Sincerely, 

  Corporate Customer Service 

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

*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. ↩