All American Hearing

Re: Donna M [redacted] , your file # [redacted] Ms [redacted] was fitted with her new hearing aids on August 11, She has been our patient since Her new instruments were top-of-the line hearing aids with a full 3-year warranty, and she was assured of a 30-day trial to be confident that the aids were doing ok At her scheduled follappointment on Aug18, she commented that she was hearing a lot better in most situations.Since then, she has seen our hearing professional in Auburn eight times She did walk in a few times and talked with our receptionist We also have record of phone conversations with our office staff Our policy is to schedule our patients for no-charge check-ups every 3-months They are, however, welcome to schedule other appointments at will Our records show that in almost every situation, Ms [redacted] ’s complaints were satisfied upon making minor adjustments during her appointments We even called on experts from our manufacturer by video conferencing to weigh in on any complaints she had At one point, we sent one of her aids in to the factory for evaluation, but they returned it saying that it was functioning correctly.In my investigation, I’ve concluded that we did not see her an inordinate amount of times In fact, I wish we could have seen her more often It was reported that she kept wearing and experimenting with different aids including her old ones and some mail-order aids We cautioned her to put her effort into trying to get used to the new aids, but the regular pattern was that she would be very satisfied upon leaving our office, but have a varied and different complaint sometime later.We continue to stand ready to help Ms [redacted] in any way possible Her hearing aids are still under warranty We will replace, remake, or adjust her aids, and do anything in our power to satisfy her needs.Regards,Paul R***Regional DirectorAll American Hearing

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Dear [redacted] ***:In regards to the rejection received from [redacted] we are sorry to learn of any disappointment she continues to experience with our price adjustment policyAgain, she was not eligible for a price adjustment on her online order per our policy and this was explained to her during our conversation on 2/*/In addition, we are sorry to learn that the $store coupon did not meet with her expectationsThis offer was mailed to her as an invitation to shop with us again and is valid until December **, We hope that she chooses to give us another opportunity in the future.Sincerely, Sara H [redacted] Assistant ManagerCorporate Client ContactANN INC

Dear [redacted] ***:In regards to the complaint received from [redacted] please know that I spoke with her on 2/*/16.In my response I let [redacted] know that she was not eligible for a price adjustment on her online order as the email she received, as well as the website promotion details stated, "No adjustments to prior purchases.” I did apologize for any disappointment this may cause, but let her know we would be unable to make an exceptionI did let her know her concerns regarding our price adjustment policy would be shared for internal review and future considerationI offered to send her a $store coupon from our office as an invitation to shop with us again, which she acceptedThis was mailed via USPS to the shipping address on her online order.Sincerely, Sara H [redacted] Assistant ManagerCorporate Client ContactANN INC

Hello I am reaching out on behalf of Revdex.com Concern # [redacted] This client was upset as she had initially completed a purchase with tenders (split between her credit card along with a merchandise credit.) Upon doing a partial return of the purchase she was upset to only be offered merchandise credit as opposed to having that amount put back onto her credit cardAs such she was refunded in the form of a store merchandise credit when she wanted the monies back on her credit cardI emailed the client on I have not heard back from the client however she has my information within the email and should she reply or call me with the required details I will still assist with this requestThank you.Sincerely,Rob L [redacted] Assistant Manager, Corporate Client ContactANN INC/ Ann Taylor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: You are incorrect and making excuses for your ongoing business practices While you provided the credit, you did not do me a favor The EXPECTED DELIVERY DATE WAS 9/ [redacted] AND I RECEIVED A SHIP NOTIFICATION WITH A TRACKING NUMBER INDICATING THIS PACKAGE SHIPPED ON 9/**THERE WAS NO ACTIVITY OTHER THAN A LABEL CREATED FOR A WEEK Do not tell me this was in process and you did me a favor by canceling the order It took me having to go thru the Revdex.com to FINALLY get my credit and for over a week, I got NO UPDATE on any outage of these shoes as your return email claims and as a matter of fact, these shoes are STILL LISTED ON YOUR WEBSITE IN MY SIZE as available Ann Taylor has gone downhill and I heard nothing of the other mention in my complaint about your ridiculous uncustomer service practices regarding VIP CUSTOMERS AKA CARDHOLDERS who buy merchandise for it go on sale at percent off the next day to get NO CREDIT - just hassles I will NOT be shopping here again In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hello,I am responding on behalf of Revdex.com Concern # [redacted] This client reached out to us regarding a complaint with a recent experience involving Cardholder Services/Comenity BankThe client was unaware of the current payment cutoff times that are part of the Cardholder termsShe was also upset with the manner in which Cardholder Services addressed her when she contacted them regarding this issueAs such I have reached out to the client via email to advise further with regards to payment cutoff timesPayment cutoff times are advertised publicly in all paper bills and electronic statements sent to clients so they are made aware monthly of all cutoffsI apologized if this was not professionally shared upon initially contacting Cardholder Services, and I shared all cutoff times and informed where the information can be located for future referenceIn addition in the interest of customer service, Comenity Bank agreed to waive the charges accrued due to this late paymentI informed the client of this as well and she should see any late fees/finance charges accrued for this issue reverse within 2-business daysSincerely,Rob L [redacted] Assistant Manager, Corporate Client ContactANN INC/ Ann Taylor

ANN INCwould like to reply to the below complaint submitted by [redacted] We are sorry for the overall disappointment with the quality and follow upWe are in the process of having the Electronic Gift Certificate (EGC) devalued for $and applying a credit to the credit card used on the accountIf the account has since been closed, the credit will be issued in the form of a check from the credit card company At this point, we are considering this concern resolvedPlease let us know if there are any additional concerns Sincerely, Michelle S [redacted] SrManager, Corporate Client Contact

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this in regards to me specifically has been resolved, however I feel that this issue may require further reviewI would like to point out that my order was promptly cancelled ONLY AFTER I notified Ann Taylor that I had contacted the Revdex.comWhen my order was delayed, I was not given a revised shipping date nor was I allowed to cancelWhile my order was eventually cancelled, I feel that this is a serious internal control/process issue that needs to be addressed on a greater scaleIndividuals who purchase items online from [redacted] should be given the option to cancel their order when there has been a mistake in processing on their partBy their own omission, they only cancelled my order because there was no other way to resolve the glitchIt should have been cancelled when I initially requested it.Also, I would like to add that the day shipping was only given to me because they WOULD NOT cancel my order and, when I told them I no longer wanted the merchandise and would not pay for it, they said they would waive the shipping so that I could return it without cost to meOf course this does not figure in the time and gas it would take for me to return the itemsThis also violates my consumer rights, which in this case should have allowed me to cancel the order, especially since it had not shipped and they could not give me a shipping date due to the "glitch" in their system.I did not respond to the email they sent me because, as I had told them, I did not want to spend a dime at their establishment ever againFree three day shipping means nothing when you can't process an order in a timely manner, and then, when an error does occur, you make me jump through hoops to simply have my consumer rights respectedSo, while my individual issue has been resolved, I feel that the company needs to rethink their procedures, which I feel currently actively violate consumer rightsI am sure there are others who have probably had my same issue, and didn't pursue it as aggressively as I did, and did not know that they had the right to cancel their order, or that they should have been at the very least contacted when their order was not going to arrive in time due to a processing issue on Anne Taylor's partRegards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: To respond to this complaint by offering a $"certificate", which requires a purchase of the same or greater value in "originally priced" merchandise is not a viable resolution However, I did accept the inadequate offer because it was the only offer made I have no intention of redeeming this certificate as it would require a purchase on my part.However, please know that I find AT's position with price adjustments distasteful and just plain sad They use disclaimers all over their phones, web and emails because THEY KNOW that what they are doing is absolutely not consumer friendly To undercut a loyal customer by changing prices on a daily basis, then refusing to honor the lower price within a set amount of days is just unconscionable.This is simply not worth my time to continue pusuit of So, I have just decided never to purchase another thing from AT until they clean up their act There are too many other vendors out there that actually care about their customers and provide more than lip service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] ANN INCwould like to reply to the complaint submitted by [redacted] ***Please be assured this is not a recent change to our Return Practice; but rather has been in effect since June so we do not have a grace period in placeWhile we apologize if the client was unaware of this practice, it is posted on our receipts, displayed in our stores at the point of sale as well as on all of our websites to reference We feel days is a sufficient time frame to determine if a return is warranted; therefore, we will not be refunding the additional amount as requestedWe are always taking into consideration client feedback specific to company practice so we will ensure this feedback is shared with our internal partners for future review Sincerely, Michelle S [redacted] SrManager, Corporate Client Contact ANN INC

Hello, I am responding on behalf of Revdex.com Concern # [redacted] This client contacted us with regards to an additional authorization hold on her credit card from an online order from Currently anytime a client attempts to submit an order an authorization hold will be generated on their cardDuring checkout the client attempted to submit her order initially prior to full billing information being entered which resulted in the first authorization hold; and subsequently updated the full details and submitted her order successfullyThe first transaction the client sees on her account is actually not a charge or monies being held by Ann Taylor, but just an authorization hold which is controlled by a client's own bankBanks will typically have these drop off within 3-days; however as of today we've sent a request to the client's bank to release the held funds in an attempt to expedite the processHowever ultimately it is the client's bank which controls this process but from the time frame in question her authorization hold should drop off shortlyI have emailed the client today advising her of our efforts to expedite the process with her bank and explained this process in further detailSincerely, Rob L [redacted] Assistant Manager, Corporate Client ContactANN INC/ Ann Taylor

HelloI am just responding on behalf of Revdex.com Concern # [redacted] This client was upset about the mixed information she has received, both from stores as well as [redacted] (our rewards card Issuer) about whether an expired rewards certificate can be reissued or notPer our policy these reward certificates, once expired, are devalued and not eligible to be renewedHowever the client advised her local store told her otherwiseAs such we will be following up with our field management partners overseeing the location to ensure accurate communication going forward.In addition as a courtesy we partnered with [redacted] and facilitated a member of management contacting the client by phone today (7/**)They've agreed to load reward points to her account which will generate a replacement $rewards certificate once a billing cycle completesThe client was satisfied with this resolution and was provided a direct callback number for our [redacted] partner should she have any outstanding issuesSincerely,Rob L [redacted] Assistant Manager, Corporate Client ContactANN INC/ Ann Taylor

Revdex.com: Re: Case # (ID# [redacted] ) ANN INCis following up on the below concern submitted to the New York Revdex.com from client, [redacted] ***We are sorry to hear of the client’s disappointment with our current Return PracticePlease be aware, we do post our Online Return Practice on our invoice and website for reference and it does state “received within the days of the purchase” notthe shipping dateI have included the details of our practice on our website below for reference Return PolicyLOFT will accept your return or exchange of unworn, unwashed and defective merchandise by mailUnwashed, unworn and defective merchandise may also be returned or exchanged atany LOFT store location, with the exception of merchandise from the Maternity and Swimwear CollectionsPlease note, we cannot accept online purchase returns at Ann Taylor, LOFT Outlet or Ann Taylor Factory store locationsWe will credit you for returns, accompanied by an original receipt, received within days of the purchase for the price paideither in the original form of payment or as a merchandise exchangeFor gift returns that are received within days of the transaction date, you will receive an Online E-Gift Certificate for the amount paid by the senderReturns accompanied by an original receipt, made more than days after the purchase, will be credited for the item's current selling price either in the form of a merchandise credit [redacted] or as a merchandise exchangeOne price adjustment on full-priced merchandise may be made within days from the original date of purchase.Returns without anoriginal receipt will be credited for the item's current selling price on the date of the return, in the form of a merchandise creditMerchandise without an original receipt, with a selling price on the date of the return that is deemed Final Sale, may not be returned or exchangedFinal sale merchandise (merchandise with a or cent price ending) may not be returned orexchanged*A merchandise credit for online returns will be issued by e-mail as an E-Gift CertificateA valid email address must be provided.Return to FAQ IndexWhile we understand the frustration of being slightly outside of the day time frame, it is our goal to apply our guidelines consistently and fairly for all clientsAs already communicated tothe client, and as a one-time courtesy, the online store is accepting a return for the price paid as well as waiving the return shipping fee of $This was communicated to the client on 7/**Her response indicated she was satisfied with the follow up/resolutionWe are considering this concern resolved Sincerely, Michelle S [redacted] SrManager, Corporate Client ContactANN INC

Dear [redacted] ***In regards to the complaint received from [redacted] **, please know that an e-mail response was sent **to [redacted] from the Corporate OfficeIn our response we let [redacted] ** know that we were sorry to hear about any difficulty she encountered with her recent online order # [redacted] and when contacting us directlyWe apologized for any disappointment or inconvenience and let her know her overall concerns would be shared with our Online Management Team for internal reviewWe let her know that in reviewing her online order, it appears there was an error in processing her Petite Extrafine Merino Wool Ruffle Cuff SweaterWe advised that while she was initially charged for this item, she was credited in the amount of -$on November *, We also let her know that as this item is sold out, if she is interested in placing a new order for a comparable item we would still be happy to honor the previous sale from her order with free next business day shipping.As an invitation to shop online with us again, we also sent her an Ann Taylor Electronic Gift Certificate in the amount of $which she received in a separate email.Sincerely, Sara H [redacted] Assistant ManagerCorporate Client ContactANN INC

Hello I am responding on behalf of Revdex.com Concern [redacted] This client contacted us disputing an unauthorized debit on her personal [redacted] banking accountThe client stated the debit of $was made as an unauthorized Ann Taylor/LOFT Account paymentUnfortunately ANN INCdoes not own or have direct account access to these accounts, as all the credit cards are managed and operated by [redacted] ***However I have reached out to [redacted] , and given the information provided they have advised to instruct the client to dispute the unauthorized transaction with her personal bankThis will result in her bank filing a Chargeback with [redacted] directly; and therefore they will be better able to resolve on their endI have emailed the client as of today advising her of this, and informed her our Corporate Offices do not have direct account access however this would be the proper steps to receive further assistanceSincerelyRob L [redacted] Assistant Manager, Corporate Client ContactANN INC/ Ann Taylor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I needed to talk to management I have a few questions In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Dear [redacted] :In regards to the complaint received from [redacted] , please know that an email response was sent 12/*/to [redacted] from the Corporate OfficeIn our response we let [redacted] know that we were sorry to learn of the difficulty encountered with her recent online order # [redacted] We advised her that we had identified select orders being impacted by duplicate charges through our online store and apologized for any frustration this may have causedWe did let her know that our Credit Operations team worked diligently to manually correct these charges and processed all appropriate creditsHowever, if she has not yet seen this credit post to her account, we requested she respond to our email so we could follow up furtherSincerely, Sara H [redacted] Assistant ManagerCorporate Client ContactANN INC

Dear [redacted] ***:In regards to the complaint received from [redacted] , please know that an e-mail response was sent to [redacted] from the Corporate OfficeIn our response we let [redacted] know that we were sorry to hear about the difficulty she experienced with her online orders: [redacted] , [redacted] and [redacted] We did let her know that we do have processes in place for lost packages, which our associates were following, We also let her know that her overall concerns would be shared with our Online Management Team for internal review and future consideration.We did let her know that credits in the amount of -$128.06, -$128.61, and -$were processed on March **, to the [redacted] used for her purchasesWe also advised her to contact us if she wanted to place a new order for her items, where she would receive complimentary Next Day Business shipping while honoring the original promotions/pricing of her initial orders.Sincerely, Sara H [redacted] Assistant ManagerCorporate Client ContactANN INC

Revdex.com: RE: Case # (ID# [redacted] ) ANN INCwould like to reply to the complaint submitted by Client, Georgia PanagiotakosWe are sorry for any confusion surrounding lost Gift CardsAs our Gift Cards are like cash, we do require the receipt to be presented to verify the Gift Card # However, after obtaining additional details, we were able to reissue the Gift Cards for the amount remainingThe client is picking up the Gift Cards at her local store We are considering this concern resolved Sincerely, Michelle S [redacted] SrManager, Corporate Client Contact ANN INC