Ann Taylor Stores Corp.

Review: When a customer makes an online gift purchase, the only way to receive a gift receipt is to make an additional purchase of company boxes.Desired Settlement: All customers should be entitled to a gift receipt whether or not they make an additional purchase.

Business

Response:

Dear [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 11/**/14 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were sorry to hear about any disappointment with our current process for obtaining a gift receipt for an online purchase. We did let her know that we are unable to offer an alternate gift receipt process outside of our current practice; however, we would share her feedback and suggestions with our Online Management Team for internal review and future consideration. As an invitation to shop with us again, we did request her mailing address so that we may provide her with a retail store offer.Sincerely, [redacted]

Review: Shipping delivery delay by 3 weeks, uncooperative customer service.

I placed an order ([redacted]) and it was shipped via [redacted]. On the [redacted] of July there was a note outside my front door saying that I was not present when the package was brought, so I would have to go to a designated drop off location. This drop off location has inconvenient times during which it is open, and defeats the purpose of getting it delivered. Then I received a reply saying I would receive the package by July [redacted]. This did not happen, so I contacted them again and received this: 'Thank you for contacting Ann Taylor about your recent online order [redacted]. I am disappointed to hear that your order is being held at the local [redacted] Access Point and I apologize for any inconvenience this may have caused.

Your email has been forwarded to one of our Fulfillment Specialists so that your issue can be handled and resolved quickly. Please be assured that our Fulfillment Specialist will contact you within 3-5 business days to provide you with detailed information about your order.'

3-5 days passed with no more communication, so I live chatted with an Ann Taylor employee who told me that she would be unable to refund the money but would file a note saying that I had requested it. Then I received the following email:

'Thank you for your inquiry regarding the shipping address for your Ann Taylor Online order number [redacted]. Please accept my apologies that we are unable to update your shipping information with [redacted] at this time.

[redacted] will attempt to deliver your package to the original shipping address specified for your order. If unsuccessful [redacted] will send your package back to our Fulfillment Center as undeliverable.

If your package is returned to our Fulfillment Center, we will request to have your package reshipped to the correct shipping address below:

Once your package is received at our Fulfillment Center, please allow 2-3 weeks for processing and reshipment. Once your order is reshipped, you can expect to receive it in 3-8 business days.'

Which means that I nay receive my package within a month or I might not, but they refuse to refund the money either way. This whole situation is ridiculous and frustrating. I believe that my rights as a customer have been violated.Desired Settlement: Refund without any more false assurances that I will receive the items I purchased. And an apology.

Business

Response:

Hello,I am responding on behalf of Revdex.com Concern #[redacted]. This client was disappointed with the challenges encountered with the delivery of an Online Store order. The client was not available when [redacted] attempted delivery; and as such (at the [redacted] driver discretion) the package was redirected to the local [redacted] access point for the client to retrieve. However the client is [redacted]et as she is unable to travel to this location personally; and subsequently contacted our Online Store and [redacted] in attempts to have her shipment redelivered. Given her requests and the fact she stated she hadn't received her shipment; on 7/**/15 a full refund was processed back to her credit card as a gesture of good faith while we await her shipment being returned to our Fulfillment Center by [redacted].As of today I've emailed the client advising she did receive a full refund on 7/**/15; and provided alternative shipping recommendations going forward to not encounter similar issues and prevent further disappointment. At this time we are considering this matter resolved.Sincerely,Rob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor

Review: Placed an order online today and when I received the confirmation of my order I phoned customer service (less than 5 minutes after the order was placed) to explain that I had by mistake hit the button for Petite size 12 pants instead of regular and if she could please change the pants to regular if available and she explain to me No she couldn't that the sale is final. I said I haven't received anything and since you are not willing to change my item then cancel the entire order.Desired Settlement: Cancel the entire order placed today for $97.07. I shouldn't have to pay for something I am not happy with especially since I tried to make the change before the product shipped.

Business

Response:

Dear [redacted]:

Review: On January [redacted], 2015 I placed an order with a representative from this company. I had two rewards cards one valued at $40.00 and the other valued at $20.00. I was informed by the representative that there was a hold on each of the rewards cards which puzzled me because I have never used these cards. In fact I had just received these cards in the mail shortly before January [redacted]. Unfortunately this is nothing new when it comes to these rewards cards. The representative I placed the order with informed me that he would enter in a problem ticket and the reward amounts would be credited to my credit card account. It has been approximately 30 days since this has happened and each time I call customer service I am being told it's another day or 24 hours or another week. I have made five telephone calls for the same issue and have yet to have a resolution. It's insane to have a credit card program that issues rewards for purchases and yet the company fails to honor the rewards they issue.Desired Settlement: I would like the total of $60.00 credit to my credit card account the way it was supposed to be from the beginning. I will no longer use this credit card account because I think this whole rewards incentive is a scam!

Business

Response:

Dear Whitney [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 2/**/15 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were sorry to hear about the difficulty she experienced when applying her two LOFT LOVE Rewards Cards to her recent online order #[redacted] and when contacting us directly. We did let her know that upon further review we verified that two credits in the amount of $20 and $40 were applied to her account on February *, 2015. As an invitation for her to shop with us again, we mailed a special retail store offer to the address she provided to the Revdex.com. Sincerely, [redacted]

Consumer

Response:

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]

Review: Received wrong items in shipment; sent back to Loft. Have not received correct items or refund for items not received.

On 2/**/2015 I placed order #[redacted] with Loft for 5 items. The order was sent in two shipments. I received one item but the other shipment included items that were not mine. I sent these items back to Loft using the prepaid shipping label included in the box. I have contacted Loft Client Services three times to get the correct items shipped to me, but have not received a response. My last correspondence requested a refund for the items I did not receive. The response indicated I need to provide information I do not have - the SKU numbers of the wrong items (I've already sent these back. The packing slip included was for my order, not the items I received). Despite many attempts to get my money back for the items I haven't received, Loft has not issued a refund, so I am filing this complaint to pursue further action.Desired Settlement: Refund of $186.00 for the items I did not receive.

Business

Response:

Revdex.com: Case # [redacted]: ANN INC. would like to provide our follow up/resolution to the client complaint submitted by [redacted]. We are sorry for any confusion, the client initially responded to an order confirmation email which is a “no reply” email address. This appears to be part of the reason for any delay in a response to the initial concern. After further review of the Online concern (Order #[redacted]), a credit has been processed in the amount of $186.52, to her Ann Taylor/LOFT Credit Card (for the incorrect items) from order [redacted]. She has received an email update today, 3/** notifying her the credit has been processed. While there is a process in place and time frame for our Online Returns Department to process credits for missing/incorrect items, we are truly sorry for any disappointment this experience has caused. In the event the client is interested in placing a new order, we would recommend contacting [redacted] and an agent will gladly assist. In the event there are any additional concerns, please do not hesitate to contact me directly at [redacted]. Sincerely, [redacted]

Consumer

Response:

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:The business incorrectly stated that I replied to a non-reply mailbox. My communication was sent to [redacted], which is the contact information given on their website. The business should not be allowed to make a false claim like this in a public response to attempt to divert responsibility for their poor customer service in multiple instances.]

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

Sincerely,

Consumer

Response:

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:

The business continues to provide inaccurate information. I did not reply to the order confirmation email, rather I forwarded that to [redacted], which is the contact email provided on their website for customer service. I have attached the original email I sent on February [redacted] to confirm this.

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

Sincerely,

Business

Response:

Revdex.com:ANN INC. would like to respond to the client's additional rejection to our response. We are sorry for the continued disappointment in our follow up. To further clarify, regardless if the order confirmation email was replied to or forwarded, our system would have read it as a "no reply" response based on the subject line. Due to this the client still should have receive the same automated bounceback informing them their email will not receive a response unless resubmitted through our website and we regret the overall confusion and frustration.At this time however the client's initial concern involving her order has been addressed and resolved in full with no further action to take. Again, we regret that our continued communications have not met with this client’s expectations; however, we consider this concern resolved and responded to fully.Sincerely,[redacted]

Review: I currently have a Loft MasterCard credit card as well as a Loft Credit Card. I recently received notice that they were closing my Loft Card and only keeping my MasterCard open. I am in the process of buying my first home with my husband and I do NOT need a closed account reporting on my credit. They can do it in six months, I wouldn't care but absolutely not now. I now have a closed account reporting and it is slowing down the finalizing of our home loan. I hate using the MasterCard because you can't pay it off in the store. This is highly frustrating.Desired Settlement: Open the account back up. Immediately report in to the credit bureaus and send documentation that this has been completed.

Business

Response:

Revdex.com: RE: Case # [redacted]:

Review: I HAVE PLACED SEVERAL ORDERS WITH AN TAYLOR LOFT AND 3 ITEMS I HAVE

RECEIVED WERE DAMAGED, 3 SEPARATE ORDERS.

THIS LAST ORDER #[redacted]A NECKLACE CAME TO ME BROKEN. THE BOX WAS

IN GOOD SHAPE AND SO WAS THE WRAPPING INSIDE...BUT THE PRODUCT INSIDE

WAS BROKEN. IT WAS ACTUALLY BROKEN INTO PIECES IN THE PACKAGE. THIS

HAD TO HAVE BEEN VISIBLE DURING THE PACKING OF THE PRODUCT. I AM VERY

DISAPPOINTED IN PAYING FOR A PRODUCT THAT HAS BEEN DAMAGED AND THEN I AM

ASKED TO SPEND MORE MONEY AND TIME SENDING THE PACKAGE BACK...WHEN I

HAVE ALREADY SPENT $8.95 TO HAVE IT SHIPPED TO ME IN THE FIRST PLACE. I

DID CONTACT THEIR CUSTOMER SERVICE 2 DAYS AGO AND HAVE HEARD NOTHING

AND THE PRIOR SHIPMENT I WAS JSUT TOLD THAT THEY WERE SORRY BUT I HAVE

TO JUST RETURN IT AND THEY WILL SEND ME ANOTHER. THIS IS JUST

RIDICULOUS TO KEEP RECEIVING INFERIOR PRODUCTS FROM A STOR THAT IS

SUPPOSE TO BE SO REPUTABLE.Desired Settlement: I WANT A REFUND FOR THE PRODUCT AND THE SHIPPING APPLIED BACK TO MY ANN TAYLOR LOFT CARD.

Business

Response:

Dear [redacted]:

In regards to the complaint received from Ria [redacted], please know that an e-mail response was sent 3/**/14 to [redacted] from the Corporate Office.

In our response we let [redacted] know that we were sorry to learn that items in her online orders arrived in an unacceptable condition, most recently the necklace in her recent order #[redacted]. We did let her know that her concerns would be shared with our Online Management Team for internal review. We advised her to mail the necklace to us for return, using the return label she received with her order. She was advised that she would not be charged for using the return label and that a credit of $9.58 was applied to her LOFT credit card for the shipping fee and shipping tax she paid on the order. We also advised her to contact us to place an exchange order for the necklace, where she would receive complimentary 3rd Business Day shipping while honoring the original promotions/pricing of her initial order.

Sincerely,

Consumer

Response:

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,

Review: I would like to return 3 items to Ann Taylor that I ordered online at anntaylor.com. I have been told that the 45 day return policy is from the date the order is placed online, not the date the clothing is received regardless of how long shipping takes, and I was attempting my return 4 days past this deadline. I am also told that for a refund (only in the form of store credit), I must send the clothing back without any way of knowing how much will be refunded. The refund amount will be based on the current online price at the time the clothing is received back by Ann Taylor. This is unacceptable. I do not see how I can be expected to mail my property to the Ann Taylor company with no knowledge of how much of my money they will refund.I attempted a return in store and they would only give me about 60% the value of my clothing in the form of store credit. I spent almost an hour on the phone with two customer service representatives who gave me the above information regarding a refund based on the current selling price approximately 10 days after I ship out the clothes. I sent an email to customer service and received a completely unsatisfactory reply that they would pass along my "feedback" with no offer of a resolution. I have now mailed a letter to the Senior Director, Client Services listed on their website.Desired Settlement: I would like to be refunded the full amount I paid for the clothing I ordered. I was told by customer service on the phone that the current selling price of my items online was more than what I paid, so I would like a guarantee of my full refund, and free shipping, before I send the clothes back.

Business

Response:

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.

Review: I retured new items that I felt were poor quality per the exchange policy postmarked within the required time frame. Because the items were delivered back to the seller outside of their 45 day timeframe for returns, they issued a gift card. I asked for a credit in my original form of payment, and customer service agreed. The gift card was devalued to $0 and I was told my [redacted] would be credited. However, my [redacted] card was not credited. I am now out the full cost of the items I returned with no compensation. I have made over a dozen phone calls and emails and have yet to get this resolved.Desired Settlement: I want a credit to my credit cardin the amount I originally paid tor the items I returned.

Business

Response:

Revdex.com: ANN INC. is following up regarding the complaint filed by [redacted]. We are sorry for the overall disappointment this client shared regarding a recent experience with a Ann Taylor Online return (Order #[redacted]). Since her return was received outside of the 45 day Return Practice, our Online store issues an Electronic Gift Certificate for the current selling price which was processed accordingly. This practice is outlined on our website as well as the invoice included on any online order. As a courtesy, we offered to devalue the Electronic Gift Certificate and apply the credit to her [redacted] Credit Card used for the initial order in the amount of $101.54. In addition, there were also an appeasement credit processed in the amount of $28.77 to provide the full return amount as requested. It was necessary to involve additional internal partners to resolve as the request to devalue an Electronic Gift Certificate already processed and apply to a credit card. This is outside of the current process and takes additional time. At this time, all credits have been processed for the full amount of the return to her [redacted] Credit Card. Again, we are sorry for the overall disappointment. In the event you have any additional concerns, please do not hesitate to contact me directly at ###-###-####. Otherwise, we consider this concern resolved. Sincerely, [redacted], [redacted]ANN INC.

Review: I decided to shop the labor day sales online instead of in store this year. I ordered 27 items. Only one shipped, two weeks later. www.loft.com promised great sale prices and represented that everything in my cart was available. My order total was over $600. The website could not find my order and three calls to the customer service team in a two week period yielded no results. The customer service agents acted like I was inconveniencing them by calling. With over $600 outstanding on my card, I wanted answers. I believe the LOFT falsely advertised the availability of their sale items to get users to the website. I have already returned the one item they did ship me however I would like the business practices of www.loft.com examined as it is unethical to promise sale prices and deliver no merchandise. One item being out of stock I can accept. 26 items? Not likely.Desired Settlement: I have already asked the Loft to remove me from their email database and they have not. I want them to stop contacting me, and stop advertising sale items that are not actually available on their website. While I will never use www.loft.com, I would like other consumers to not experience what I did.

Business

Response:

Hello,

Review: I AM DONE WITH ANN TAYLOR BUT I WILL NOT BE RIPPED OFF IN THE PROCESS. THIS IS THE WORST STORE I'VE EVER COME ACROSS. I AM A CARDMEMBER, IN WHICH CASE, I SHOULD RECEIVE DECENT TREATMENT. I RARELY ORDER WITH ANN TAYLOR BECAUSE THE CLOTHING IS OUTDATED FOR ONE, AND TWO, IT'S ALWAYS A BAD EXPERIENCE. I DECIDED TO GIVE YOU A SECOND CHANCE AFTER THE LAST FIASCO WHICH WAS A MISTAKE. YOU CLAIM MY BOOTS SHIPPED ON 9/** VIA [redacted]. FOR DAYS, A LABEL WAS MERELY CREATED WITH NOTHING SHIPPED, NOW, THE ENTIRE TRACKING NUMBER IS MOOT IN THE UPS SYSTEM. NO BOOTS EVER SHIPPED AND MEANWHILE I'VE BEEN CHARGED. YOU SEND NO UPDATES, NO TRACKING, I NEVER GET EMAILS AND IT'S HORRENDOUS CUSTOMER SERVICE. I'VE EMAILED ABOUT THIS BECAUSE I WORK AND DO NOT HAVE TIME TO CALL YOUR CUSTOMER SERVICE LINE TO INFURIATE MYSELF IN SPEAKING TO YOUR IT EMPLOYEES WHO ARE RUDE AND UNHELPFUL. IVE REQUESTED A REFUND AND SHOULD BE PAID FOR ALL THE ADDITIONAL HASSLE I'VE HAD OVER ONE ORDER OF BOOTS WHICH IS CRAZY. I WANT MY MONEY BACK AND I AM DONE GOING FWD. PRIOR TO THIS, I OVERPAID FOR A SHEATH DRESS THAT WENT ON SALE THE NEXT DAY AT 40 PERCENT OFF TO GET NO ASSISTANCE AT ALL IN GETTING THE DIFFERENCE. I WAS TOLD I'D HAVE TO RETURN THE DRESS AND PUT ANOTHER ON MY ANN TAYLOR CARD (TIE UP MY CREDIT LINE TWO TIMES OVER THE SAME DRESS) RATHER THAN WHAT NORMAL RETAILERS DO WHICH IS SIMPLY APPLY A CREDIT. YOU HAVE BAD REVIEWS ALL OVER THE INTERNET...YOU WILL BE OUT OF BUSINESS SOON. I DO NOT APPRECIATE IT AND YOU ARE SADLY MISTAKEN IF YOU THINK I AM PAYING FOR BOOTS THAT NEVER SHIPPED. IT IS FRAUD.Desired Settlement: I WANT MY MONEY BACK AND COMPENSATION FOR THE HASSLES.

Business

Response:

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.

Consumer

Response:

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,

Review: I ordered $145.50 of merchandise from Loft.com on or around October **, 2013. The order was to be delivered on November *, 2013, after not receiving my order on the [redacted] I contacted Loft.com to ascertain the whereabouts of my order. After contacting them below is their response:Thank you for contacting LOFT regarding your recent online order number [redacted]. I was sorry to learn that you have not yet received your merchandise. Please accept my apologies for any inconvenience this may have caused.At this time, we have initiated research regarding the status of your package. While we research, please make sure to check other entrances, such as back doors, side doors, or garages as well as with your neighbors. Additionally, we kindly ask that you allow additional time for your package to be delivered, as it may have been delayed. In the event you have not received your package by 7 PM on November **, 2013, please reply to this email or call [redacted]. A Client Associate will be delighted to assist you with a resolution. I contacted Loft on November **, to let them know that I did not receive my order on the 12th therefore I am requesting a refund or to have the merchandise re-shipped. To my dismay they are telling me that they need to contact UPS again and to put out another tracking to find out where the order is.I am valued loyal customer that have ordered thousands of dollars of merchandise from Loft.com and is truly disappointed in them refusing to reimburse me my money to re-ship me my merchandise and it has been almost one month since I ordered the products. I am seeking this matter to be resolved immediately I should not have to wait for another week for them to track the order again through UPS. I need a refund of my 143.50 or the merchandise to be reshipped immediately.Desired Settlement: I want the merchandise to be reshipped immediately while to look for the missing package or to have my money refunded.REFUND/REPLACEMENT!!!! IMMEDIATELY...I should not have to wait another week for them to track the package again with UPS!!! They have my money and I have no product!!!!

Business

Response:

In regards to the complaint received from [redacted], please know that an e-mail response was sent 11/**/2013 to [redacted] from the Corporate Office.

In our response, we let [redacted] know that we were sorry to hear that she did not receive the items from her order and were disappointed to learn about the difficulty she encountered when contacting us. We advised that a credit in the amount of $143.50 was processed today and if she wants to place a new order for any of the items in her initial order she may contact us. We will honor the same promotional offer that was used and provide free expedited shipping. She also received a $25 LOFT E-Gift Certificate as an invitation to shop with us again.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. However, while a refund was promised same takes 1-2 days to hit my account. As such, I am accepting this resolution contingent upon the money being credited back to my account in 1-2 days as indicated by [redacted].

If the Revdex.com receives no further communication from me, it shall be understood that I received my refund and the matter is resolved.

Thank you so much for your time and effort in assisting me with resolving this complaint.

Sincerely,

Review: Incident One:I placed an online order and later found out that one of the item got cancelled when it is still showing in stock online in the same size and color I ordered. Called customer service and replaced an order. It was cancelled again in the same day! Replaced it again on Friday - Cancelled again on Monday! Unbelievable. And no email for cancellations neither! Not to mention sending me wrong sizes occasionally and the store wouldn't accept the return when it's not my fault!Incident Two:Went to return two skirts in store and later found out that the credit went back to my AT credit card when I used my discover card for the purchase. It reduces my rewards points for $176. Emailed and was told to mail a copy of the receipt to their bank and still no response after two weeks. I've been shopping at ann taylor for a long time and it gets very frustrating and disappointing now. If nothing changes, I doubt I'll shop at AT again. Your competitor [redacted] has excellent customer service.Very disappointing customerDesired Settlement: 1. Please credit back my rewards points.2. Please refund my returned skirt in the wrong size. 3. Make better reflection of online/store inventories so we don't have to constantly get items cancelled.4. Bring back the perfect pumps with leather sole! 4. You're losing a loyal customer.

Business

Response:

Revdex.com: RE: Case #[redacted]:

Review: I did not receive one of my packages because it was sent to an old address. I was told that the shipment would be considered lost. I have been contacting the company repeatedly for 2.5 weeks and keep being told that a fulfillment specialist would contact me in 3-5 days, but nobody has contacted me. I just want these two items shipped to my correct address.Desired Settlement: I want these two items in the lost package re-shipped to me.

Business

Response:

HelloI am responding on behalf of Revdex.com Concern[redacted]. This client placed an order through anntaylor.com; however upon doing so noticed and outdated and/or incorrect shipping address on the order. Our Online Store is unable to cancel or edit orders once submitted; but once the client notified our Online Store that the shipments would be going to the wrong address our Fulfillment Team attempted to redirect the packages with [redacted] directly. Also given the delay in resolving the client was refunded her expedited shipping charge on 10/**. While we were able to redirect 2 out of 3 shipments, the 3rd shipment was unfortunately lost and we could not reconcile it with[redacted]. As such on 11/**/14 our Online Store processed a refund for the 2 missing items for the client. On 11/**/14 I have reached out to the client directly and apologized for the overall delays experienced while researching and the subsequent frustration. At this time client has been credited in full for missing items, and while the 2 lost items are no longer available and sold out we've offered to honor the original promotion and free expedited shipping on a replacement order for similar items should she be interested. In addition as an invitation to shop with us again an E-Gift Certificate has been extended as well.Sincerely [redacted], [redacted]ANN INC. / Ann Taylor

Review: My debit card has been prequthorized twice for one purchase. I've emailed the company twice and called once and they will not resolve this issue.

I had also an issue where the price on the online store went up once I added a product to cart but I do not have a screenshot of this and didn't purchase that product.

this occurred on [redacted]Desired Settlement: refund + apology for the complete lack of customer service

Business

Response:

Hello,

I am reaching out on behalf of Revdex.com Case [redacted]. This client stated she was experiencing technical difficulty during checkout; and as such while trying to complete her order had inadvertently clicked "submit" twice on the ordering page. This resulted in the client experiencing 2 authorization holds on her account. We have verified only 1 order was actually placed; and have advised the client that authorization holds are handled by the client's personal financial institution and isn't money being held by LOFT or controlled by LOFT. Client will only be charged for the single order placed once it has fully shipped. I have sent the client an email response apologizing for the technical difficulty and detailing this process, and reassuring her most banks will release held funds within 2-5 business days. However for the inconvenience and frustration I have processed a credit back for the shipping charge from her order.

Sincerely,

Consumer

Response:

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]

At NO POINT did I press the button twice. I never said that I pressed the button twice. Your cart clearly has outdated technology that freezes and your servers cannot handle the traffic. This is not my problem.

They did indeed remove the extra charge but I refuse to accept blame for their technology issues.

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

Sincerely,

Review: I was placing an order online and saw that the website offered 25% off if you signed up to become a loft insider. I gave away my info but got no code

When I signed up as an Insider while placing an order, I got no code, so I tried contacting customer service. I waited on hold 30 minutes and was told that I won't get it for 48 hours. I asked them to honor what the website said- that it was dishonest sales practices to say you would get 25% off and then not give the discount code. The agent said no. I asked to speak to a supervisor and was transferred to [redacted] (employee id [redacted]). She told me she would not give me a code, that I would have to wait 48 hours, that it didn't matter what the website said. The record of our call is incident #[redacted]Desired Settlement: I want a discount code that is good for one year. Ann Taylor Loft should not mislead their customers.

Business

Response:

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], [redacted]ANN INC. / LOFT

Review: My complaint is receiving postcards in the mail for sales and good and services with Ann Taylor. I am victim of identity theft and a couple of months ago I found out that an impostor opened up various charge cards with my information and one of them is Ann Taylor. I received this postcard in the mail over the weekend of March *, 2014, advertising a sale. I feel that I am receiving this junk mail in error, and as a result of the identity theft, and I am not a customer of theirs. Ever since I found out that I was a victim of identity theft I filed a police report and contacted all three credit bureaus to place an extended fraud alert on all three credit reports. This means that for seven years this fraud alert is placed on my credit reports, and I am not to receive any kind of pre-screened offers in the mail. I should not be receiving any kind of mail from any retailer or business trying to sell their goods and services. This is exactly the kind of junk mail that anyone that has bad intentions can get their hands on and open up more fraudulent, and illegal charge cards posing as me all over again. I have been a victim of identity theft once I don't want it to happen again. Along witth this complaint I am also going to file a complaint with the [redacted]Desired Settlement: I want to be taken off the mailing list, I am not interested.

Business

Response:

Hello,I am responding on behalf of Revdex.com Concern #[redacted]. This client reached out upset that she has been receiving unsolicited marketing materials from us due to fraudulent activity she was the victim of previously. As such she has continued to receive various marketing given her information was shared with our company. Per her request I have partnered with our internal Marketing Team as well as the Marketing Team at [redacted], which oversees our Credit Card mailings; and had her email and physical mailing addresses removed. This should prevent her from receiving future unsolicited marketing materials. I've advised however due to advance bulk mailing she may still receive mailers for the next 30-45 days; however after that she should no longer receive any unsolicited physical mail. At this time we've completed her request in full and I've invited her to contact me directly should she continue to receive marketing after this time frame.Sincerely,[redacted], [redacted]ANN INC. / Ann Taylor

Consumer

Response:

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,

Review: I placed an order online at loft .com over three weeks ago, order number [redacted]. It was delivered to the wrong address, I called the business at least five times to ask them to either ship it again to the correct address or to issue a refund. Every time I called they said they will contact me back after and if they are able to retrieve the package so I can then decide if I want the items again or if I want a refund. I have said at these point I don't want the items, I want a refund. They never call me back, today I called again and they provided the same answer so I would like for the business to refund my card as soon as possibleDesired Settlement: Immediate refund

Business

Response:

Revdex.com Case # [redacted]: ANN INC. would like to follow up on the client concern submitted by [redacted] regarding a recent LOFT.com Order #[redacted]. We are sorry for the overall disappointment this client experienced with her order and non delivery. While the goal is to wait 1-2 weeks in the event the package is eventually delivered, we are sorry for the overall experience. The credit for the full amount of the order including the initial shipping fees was processed on 11/*/14. The Corporate Client Contact office also left a message for this client on 11/* as additional follow up. We have not heard back from the client so it is our understanding she was satisfied with the final follow up. In the event we can provide any additional assistance or if you have further questions, please contact me directly at ###-###-####. Sincerely, [redacted]

Review: Purchased a dress on May **, 2013. When received the dress was too big. Return dress because it was too big. Paid total $40.22. When the dress was return I was charges another $1.77 tax plus $7.95 label change. Not once was this stated on the return slip nor was it stated in the recording for return items. When listening to the recording it said you would receive your orginated form of purchase. Taking tax and label is not the origanating price. I am upset due to the fax it wasn't stated. When I called to speak with Karen I was told she didn't know the name of their director or CEO. I have never heard of such. I know if I had left a message, Director or CEO was never have gotten this message. I am disappointed that the information wasn't in black in white nor was it on the return recording. I am requesting $1.77 tax which was paid when the dress was ordered plus $7.95 label fee. If this was stated I could have returned the dress free with a Fedex label. This is how these business get extra money from customers, hoping that they keep the item or items. I forward to hearing a solution soon.Desired Settlement: Refund

Business

Response:

Revdex.com: RE: Case # [redacted]:

Review: I was sent a flash sale by AnnTaylor.com advertising an additional 60% off of the sale items on the link. I clicked the link and found a tote I wanted marked at $104 with another 60% off. When I clicked to buy the color was different and so was the price. I thought that the discount would then be given at check out. I put it in and went to check out and there was no discount at all. When I contacted them via chat I was advised that it occurred because only the taupe color was on sale. No where was that specified and the link lead me to the other colors. I didn't searched and find them. There was no taupe offered and no explanation. When I complained the customer service person wouldn't let me speak with a [redacted] and refused to honor the price since the link took me to the other colors. This seems like false advertising. Pebbled Signature Tote no color was stated. #Here is the link I followed:[redacted]Desired Settlement: I would like a different color tote for the price offered, dark sky, since I was on the site during the sale and clicked the tote link and it took me to the other colored totes with no explanation that they were out of the taupe color and that the price wasn't offered on the other colors of the item.

Business

Response:

Dear [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 3/**/15 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were sorry to hear about any disappointment she experienced when attempting to place her online order during our recent flash sale. We did let her know that the additional 60% off discount was valid on sale merchandise; however, in reviewing the Pebbled Signature Tote, style #349955, the only color that was part of this particular sale was the Taupe Latte, which was priced at $104.99. We did advise that the additional colors, which included the Dark Sky, were not part of this particular promotional offer and were still marked at a full-price of $118.00. We apologized for any confusion, as the Taupe Latte color had sold out and was no longer available for purchase. We did advise that the appropriate price point was provided for the additional colors and that our website will continue to reflect these price differences. We assured her that her overall feedback was shared with our Online Management Team Team for internal review and future consideration. In addition, we also advised her that as a onetime courtesy, we would be happy to provide her with a 60% discount on the Pebbled Signature Tote, style #349955, in the Dark Sky color. If she is interested in placing this order, she will need to contact us and an associate would provide complimentary standard ground shipping while honoring a 60% discount on this tote.Sincerely, [redacted]

[redacted]ANN INC.