All American Hearing

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 review. I would like to point out that my order was promptly cancelled ONLY AFTER I notified Ann Taylor that I had contacted the Revdex.com. When my order was delayed, I was not given a revised shipping date nor was I allowed to cancel. While my order was eventually cancelled, I feel that this is a serious internal control/process issue that needs to be addressed on a greater scale. Individuals 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 part. By their own omission, they only cancelled my order because there was no other way to resolve the glitch. It should have been cancelled when I initially requested it.Also, I would like to add that the 3 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 me. Of course this does not figure in the time and gas it would take for me to return the items. This 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 again. Free 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 respected. So, while my individual issue has been resolved, I feel that the company needs to rethink their procedures, which I feel currently actively violate consumer rights. I 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 part. Regards, [redacted]

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 11/**/15. Currently anytime a client attempts to submit an order an authorization hold will be generated on their...

card. During 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 successfully. The 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 bank. Banks will typically have these drop off within 3-5 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 process. However ultimately it is the client's bank which controls this process but from the time frame in question her authorization hold should drop off shortly. I have emailed the client today advising her of our efforts to expedite the process with her bank and explained this process in further detail. Sincerely, Rob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor

Hello,I am responding on behalf of Revdex.com Concern #[redacted]. This client reached out due to recently noticing a derogatory item on her credit report issued byComenity Bank (formerly [redacted]). Given we do not have account access upon receiving the client's concern I forwarded her issue on 5/*/16 to our...

partners within Comenity Bank to research and assist the client further. On 5/*/16 I received follow up from our resource at Comenity who was able to locate the account; however they had not reported any delinquent payment information to [redacted] Credit Report. The account in question is current and in good standing. Given Comenity was unable to locate any records of them affecting her credit with a derogatory; our rep at Comenity called [redacted] on 5/*/16 and advised of the situation. Comenity then provided the client information in how to dispute this erroneous listing on her Credit Report with the credit bureau directly as we had no evidence of a past due account. Sincerely,Rob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor

Revdex.com: RE: Case # ID [redacted]ANN INC. wanted to share our follow up to
the below concern. We are truly sorry for any disappointment with this client’s
experience. The client received follow up on November
[redacted], advising her that her order was cancelled due to an error
in processing. The...

representative also offered to replace the
order with the same promotion and free 3rd day shipping. The client was also assured her that her Visa CC was not charged for this
order. Client has not yet replied to that email or called. We are considering this resolved. Please
let us know if there are any additional concerns.Sincerely,[redacted]
[redacted]
[redacted]

Dear [redacted]:In regards to the complaint received from [redacted], please know that an email response was sent 12/**/16 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were sorry to hear of the disappointment shared regarding her most...

recent online order experience. We let her know it was not our intent to cause the frustration described and we appreciated her efforts in reaching out to us directly. We advised her that we are unable to cancel or edit any online order once it has been submitted and apologized for any disappointment or inconvenience this may have caused. We did let her know that her overall feedback would be shared with our Online Management for future consideration. As a courtesy, we also credited her for the shipping fee and shipping tax that she paid on her order.Sincerely,                 Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

ANN INC. would like to reply to the below complaint submitted by [redacted]. We are sorry for the overall disappointment with the quality and follow up. We are in the process of having the Electronic Gift Certificate (EGC) devalued for $20 and applying a credit to the credit card used on the...

account. If 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 resolved. Please let us know if there are any additional concerns.  Sincerely, Michelle S[redacted]Sr. Manager, Corporate Client Contact

Dear [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 3/**/16 to [redacted] from the Corporate Office. In 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 -$149.96 were processed on March **, 2016 to the [redacted] used for her purchases. We 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.

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 not. Per our policy these reward...

certificates, once expired, are devalued and not eligible to be renewed. However the client advised her local store told her otherwise. As 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 2000 reward points to her account which will generate a replacement $20 rewards certificate once a billing cycle completes. The client was satisfied with this resolution and was provided a direct callback number for our [redacted] partner should she have any outstanding issues. Sincerely,Rob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor

Dear [redacted]:In regards to the complaint received from [redacted], please know that an email response was sent 12/*/16 to [redacted] from the Corporate Office. In 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 caused. We did let her know that our Credit Operations team worked diligently to manually correct these charges and processed all appropriate credits. However, if she has not yet seen this credit post to her account, we requested she respond to our email so we could follow up further. Sincerely,                 Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

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]

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 complaint received from [redacted], please know that an e-mail response was sent **/**/16 to [redacted] from the Corporate Office. In 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 directly. We apologized for any disappointment or inconvenience and let her know her overall concerns would be shared with our Online Management Team for internal review. We let her know that in reviewing her online order, it appears there was an error in processing her Petite Extrafine Merino Wool Ruffle Cuff Sweater. We advised that while she was initially charged for this item, she was credited in the amount of -$35.82 on November *, 2016. 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 $25.00 which she received in a separate email.Sincerely,                 Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

[redacted]   ANN INC. would 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 2014 so we do not have a grace period in place. While 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 45 days is a sufficient time frame to determine if a return is warranted; therefore, we will not be refunding the additional amount as requested. We 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] Sr. Manager, Corporate Client Contact ANN INC.

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 Bank. The client was unaware of the current payment cutoff times that are part of the Cardholder terms. She was also upset...

with the manner in which Cardholder Services addressed her when she contacted them regarding this issue. As such I have reached out to the client via email to advise further with regards to payment cutoff times. Payment cutoff times are advertised publicly in all paper bills and electronic statements sent to clients so they are made aware monthly of all cutoffs. I 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 reference. In addition in the interest of customer service, Comenity Bank agreed to waive the charges accrued due to this late payment. I informed the client of this as well and she should see any late fees/finance charges accrued for this issue reverse within 2-4 business days. 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/** 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 40 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]

Revdex.com: Re: Case # (ID#[redacted])  ANN INC. is 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 Practice. Please be aware, we do post our...

Online Return Practice on our invoice and website for reference and it does state “received within the 45 days of the purchase” notthe shipping date. I 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 mail. Unwashed, unworn and defective merchandise may also be returned or exchanged atany LOFT store location, with the exception of merchandise from the Maternity and Swimwear Collections. Please note, we cannot accept online purchase returns at Ann Taylor, LOFT Outlet or Ann Taylor Factory store locations. We will credit you for returns, accompanied by an original receipt, received within 45 days of the purchase for the price paideither in the original form of payment or as a merchandise exchange. For gift returns that are received within 45 days of the transaction date, you will receive an Online E-Gift Certificate for the amount paid by the sender. Returns accompanied by an original receipt, made more than 45 days after the purchase, will be credited for the item's current selling price either in the form of a merchandise credit* or as a merchandise exchange. One price adjustment on full-priced merchandise may be made within 7 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 credit. Merchandise without an original receipt, with a selling price on the date of the return that is deemed Final Sale, may not be returned or exchanged. Final sale merchandise (merchandise with a .44 or .88 cent price ending) may not be returned orexchanged. *A merchandise credit for online returns will be issued by e-mail as an E-Gift Certificate. A valid email address must be provided.Return to FAQ IndexWhile we understand the frustration of being slightly outside of the 45 day time frame, it is our goal to apply our guidelines consistently and fairly for all clients. As 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 $7.95. This was communicated to the client on 7/**. Her response indicated she was satisfied with the follow up/resolution. We are considering this concern resolved.  Sincerely, Michelle S[redacted]Sr. Manager, Corporate Client ContactANN INC.

Hello,I am responding on behalf of Revdex.com Concern #[redacted]. This client's concern was with respect to an advertisement at LOFT.com stating clients can receive 25% off a purchase; with a "Here's How" link beside it. At this time clients are prompted to sign up for our LOFT Insider email lists; and the...

introductory offer the client receives contains the advertised promotional code. The time frame on receiving the initial email is typically within 24-48 hours; however the website itself does not state the discount is instantaneous nor is a time frame provided. The client did contact Client Services who advised they were unable to honor a promotion she had yet to receive. However in the interest of service they did offer to place her order by phone once she received the promotion and even waive expedited shipping as a courtesy; however the client declined as she felt mislead. At this time she requested all her email details be removed from our email marketing list she had just subscribed to. Per this request her email was both removed and blocked from receiving future LOFT.com marketing emails.As of today (6/**/15) I've contacted the client by email and apologized if she felt the advertisement at LOFT.com about becoming an Insider was unclear. While there was no statement on the site regarding receiving the offer instantly; we appreciate and understand her perspective and will take it into future consideration. In the meantime I have verified the client is blocked from emails at her request and should not receive any future marketing from LOFT outside order emails should she place an order. I have also advised the client we will still be happy to honor the complimentary expedited shipping on a future LOFT.com should she be interested. Sincerely,[redacted]ANN INC. / LOFT

Dear [redacted]In regards to the complaint received from Hershonna Robinson, please know that e-mail responses were sent on 7/**/16 to [redacted] from Ann Taylor Client Services. In the initial response, we let [redacted] know that we were disappointed to learn of the...

frustrations encountered and apologized for any inconvenience. We did let her know that her overall concerns would be shared with our Online Management for internal review. She was also advised that a credit in the amount of $77.03 was processed to her Ann Taylor Credit Card. A follow up response was also sent to [redacted], advising that instead of sending her an Electronic Gift Certificate in the amount of $50.00, we credited an additional $50.00 back to her Ann Taylor Credit Card.  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 account. The client stated the debit of $37.00 was made as an unauthorized Ann Taylor/LOFT Account payment. Unfortunately ANN INC. does 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 bank. This will result in her bank filing a Chargeback with [redacted] directly; and therefore they will be better able to resolve on their end. I 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 assistance. SincerelyRob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor

Revdex.com: RE: Case # ANN INC. is following up in reference to this client’s concern regarding the item she has not received ( item [redacted], from order [redacted]). We are sorry for the overall disappointment. We do have processes in place when a package has not been delivered to...

credit a client. In this situation, the order was not expected to be delivered until today, 9/** based on our Standard Ground Shipping time frame.  Please be aware, in order to fully resolve, the credit was processed in the amount of $63.53. This credit should post to the client’s account within 2 business days.  A message has also been left for the client extending our apologies for any disappointment and assuring her the credit was processed. I am considering this resolved. In the event there are any additional concerns, I may be reached directly at ###-###-####. Sincerely,Michelle S[redacted]Sr. Manager, Corporate ClientContactANN INC.