Ann Taylor Stores Corp.

Review: On 12/**/2014, I placed an order online from Ann Taylor.com for total amount of $442.80. The items ordered were marked down at 50% off the sale price. All the items I purchased were on sale. An hour later I received a email claiming the sale items I previously purchased are now 60% off. Because of the xmas holiday Ann Taylor was not open so I was unable to cancel my order by phone or email. On 12/**/2014 I begin a online chat with a sales associate named [redacted], I told the sales associate my issue and asked if I could request a price adjustment for the items and was told "No". I asked to speak with a [redacted] ([redacted]) and was told "No my items were processing and could not be cancelled". The [redacted] suggested I called customer service to have them place a new order for the new price. This would have been great if I was able to cancel the 1st order and had the available credit to re-order the items but I didn't. Again my initial order was $442.80, I advised the [redacted] I would not have the available credit to re-order the items. The [redacted] said that was her fault and offered no other options. After about 5 mins the [redacted] finally offered a $20 electronic gift card that currently says no balance, rather than call Ann Taylor back I am filing a compliant. Customers should be allowed to cancel their orders within a 24 hour period but because the [redacted] refused to cancel my order I would like the Better Business to contact the corporate office regarding their practices. Thank you!Desired Settlement: I would like a price adjustment for the items I purchased, if the items are delivered to me before the Better Business resolves my issue. I would like the price adjustment credited back to my credit card used for the purchase. I will NOT use the electronic gift card because it does not work. I've received a number of reward cards from Ann Taylor, and they never work. I called customer service regarding this issue previously and was told they will send a new one, I get the new one and it still doesn't work. My gift cards from November and December did not work, both cards claim no bal as does the e-gift card.

Gift Cards:

[redacted] Pin#[redacted]

[redacted] Pin#[redacted]

Business

Response:

Dear [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 12/**/14 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were sorry to hear about the disappointment shared regarding her most recent online order experience. We did explain our price adjustment practice (Price adjustments are not eligible on special promotions that feature percentages off (e.g., 25%, 40%, and 50% etc.) and dollars off.) and advised her that she was not eligible for a price adjustment as requested. In addition, we advised her that we are unable to cancel or edit any online order once it has been submitted. We did share her overall feedback with our Online Management Team for internal review and future consideration.We did inform her that a $20.00 Ann Taylor E-Gift Certificate was emailed on December **, 2014 to the email address: [redacted] and advised the certificate may only be redeemed at ANNTAYLOR.COM. In reviewing the certificate, it is showing a working balance of $20.00.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:

[Your Answer Here]I am not satisfied by the company's offer to resolve my issue. If a $20 gift card can be issued I don't understand why the company is not willing to issue the difference on a gift card.

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

Sincerely,

Business

Response:

Dear [redacted]:In response to the continued follow up from [redacted], we will not be providing any exceptions to our policy. In addition, we will not be providing the $40 reward card she is requesting, as the points for her $40 reward card were already added to her account and were included in the $60 reward card she received. We have addressed her concerns in full and we will not be providing any additional correspondence regarding her complaint. 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:

Hi [redacted], It is possible for you to escalate this issue to someone else witin the merchant's organization. The merchant policy does not state on their website you are not allowed to cancel your order.

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

Review: I am a LOFT cardholder and loyal LOFT customer for years. I have recently had a horrible customer experience at LOFT. I am currently pregnant and ordered several LOFT maternity items. I have been ordering maternity clothes during my pregnancy and anything that does not fit I have easily returned to the store. I am not apprehensive about ordering online because the returns were so easy. Last Saturday I went into the LOFT store at [redacted] to return several Maternity items. I was told that you no longer accept maternity returns in the store and I would have to mail them back, along with being charged $7.50. I was told that I should have read my receipt to know this in advance. I asked for a [redacted] and was given a [redacted] who said there was nothing she can do. She said I can call the LOFT number to see if they can override. I did, and they were even more useless than the terrible customer service I experienced with the initial sales gal. Another manager [redacted] came up to ask what was wrong, and after several times of saying there was nothing they can do, I, as the customer, asked if they could mail these items for me and if the shipping could be waived. This is now 30 minutes after I entered the store. [redacted] agreed to send the items for me the following Monday, assuring they would arrive safely and that I would be provided a tracking number. I gave my email for them to send me the tracking number and was told that I would receive an email on Monday; as of yesterday, Thursday, I had still not received it. I had to call them, again wasting more time, to obtain the tracking number. My returns still have not posted my account yet which I understand can take some time, I am just nervous about them arriving there. To enter the store and be told that I should have read my packing slip that indicates they no longer accept maternity returns is unacceptable. This should be communicated when you are purchasing the items online. This was a complete waste of time and terrible customer experience. I am severely disappointed in LOFT after being such a loyal customer.Desired Settlement: A quick refund in the items sent back along with a change to the return policy to allow maternity items to be returned in the store.

Business

Response:

Hello,

I am reaching out on behalf of Revdex.com Case [redacted] This client was upset upon visiting her local LOFT retail location when the store stated they were unable to accept the return of LOFT Maternity product. Client was not aware of this restriction and disappointed in the store's handling of the situation. As of 10/** I have contacted the client and clarified the LOFT Maternity return policy and advised where it is posted online and on receipts for clients to reference. However given the misunderstanding and frustration we have noted the client's order to waive the standard return shipping fee of $7.95 for Maternity returns. Client will be refunded in full once the shipment is received and processed by our Fulfillment Center and client has been advised she will receive an automatic notification when that is completed by email.

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]

I would like to receive a personal email and confirmation when my returns have been posted to my account, and status throughout the process.

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

Sincerely,

Business

Response:

Hello

I am following up with regards to Revdex.com Case [redacted] This client's online Maternity return was processed on 10/** after being shipped back by our retail store. Client received the promised email notification of her return being completed as requested. However given the return fell outside our 45 day return window it went onto an E-Gift Certificate as opposed to client's original tender. Given the client was unaware of our Maternity return policy as of 10/** I have had the funds transferred from the E-Gift Certificate she received back to her credit card. I've emailed the client notifying her she will see this return credit post to her account within several business days, and invited her to notify us should she experience any further issues.

Sincerely,

ANN INC. / LOFT

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 tried to return an item I purchased with cash and was declined because they told me I "had too many returns". I cant remember the last time I purchased an item in this store and returned same, however, this policy is a disgrace. What gives a retailer the right to decline an item that you are not happy with and paid for in cash. Retailers should not be allowed to decline a return because a consumer returns "too many times"This is absolutely UNACCEPTABLEDesired Settlement: I would like a refund for the item I want to return - and the item was only $19.75 that they are refusing to give back to me

Business

Response:

Hello,

I am reaching out on behalf of Revdex.com Case [redacted]. This client received return warning within our stores as part of a return program LOFT is in with The Retail Equation (TRE). However this should not affect our online shoppers who happen to return in store. As of 7/** I have reached out to our partners at TRE and had the client's status updated in their systems so she may again complete her returns as normal. I have also sent the client an email apologizing and informing her she may again complete returns. At this time clients sought resolution has been completed.

Sincerely,

Review: In May of 2013 I accidentally paid off my Ann Taylor [redacted] account twice. The amounts were $621.97. [redacted] was supposed to return the 2nd payment back to my [redacted] account, but I never received it. I have called, had [redacted] call dozens of times but have had no funds returned to my account. I have even been in touch with [redacted] (they handle the delivery of funds to and from [redacted] and [redacted]), and they say they never recieved the funds from [redacted] to return to [redacted]. I have not returned to a [redacted] store since this has happened and I spent a ton of money there previously. I just want my money back, it's not a small amount and I can't afford to just let this go. [redacted] owes me $621.97, not to mention the interest it could have accrued and my time and the mountain of frustration I have had to endure.Desired Settlement: Someone needs to be responsible at Ann Taylor [redacted] and resolve this issue as soon as possible. I was a very loyal [redacted] and Ann Taylor customer.

Business

Response:

Hello,I am reaching out on behalf of Revdex.com Concern #[redacted]. This client connected with us regarding a duplicate account payment made in error in 2013. To date she stated she never received the duplicate payment back to her even though she has requested this numerous times. Given our Credit Card is managed by a third party bank, [redacted], our offices are currently investigating this client's concern with them internally. I have emailed the client directly reassuring her we will keep her updated on any new information recovered as we work towards a resolution for her. Given the time frame of this concern, [redacted] must investigate with some of the third party vendors they use for Accounting and payment processing, and as such research is taking longer than anticipated. However I've let the client know I personally will keep her updated regarding the status of her concern.Sincerely,[redacted], [redacted]ANN 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:

[Your Answer Here]

Sounds like more of what I have all ready heard dozens of times. They need to just cut a check to me and mail it.

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

Sincerely,

Business

Response:

Hello,I am following up regarding Revdex.com Concern #[redacted]. As of 12/**/14 our partners at [redacted] have located the funds for the client's erroneous duplicate account payment. As such they're moving the funds to the client's checking account and advised she should see the monies on 12/**/14 (posting times may vary by bank however.) Given the length of time extended in resolving this issue [redacted] is extending the client a Gift Card from their offices which the client should receive via [redacted] on 12/** or 12/**. In addition from the ANN INC. offices for the time and efforts made in reaching out to us we are extending a Gift Card as well via [redacted]. I've emailed the client as of today (12/**) advising her of these updates about when her funds will post and the gift cards. In the event she encounters any issues with the delivery of her funds or gift cards I've advised she and let me know and we will gladly revisit.Sincerely,[redacted], [redacted]ANN INC.

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 am a very frequent customer of Ann Taylor and LOFT, and an Ann Taylor credit card holder. I do majority of my purchasing online, and tend to return a lot until I find something I like/that fits. Recently went to make returns and upon scanning my license (which is apparently required for in-store returns), my returns were rejected and that any future returns would be prohibited for 90 days. Store [redacted] told me it had to do with volumes of returns. I told her I am a frequent shopper, particularly online, and know that items go on sale for 40% off at least 1 time every two weeks. I wait for sales, but if I miss one, I will return/exchange/price adjust to get the discount. With that, store [redacted] told me it "was no big deal and easily fixed" since I'm not stealing (which is what she told me was the purpose of the tracking system) by calling a number provided to me. In the store, the [redacted] overrode the system and made my returns.

I called the third-party vendor, and was told there was no override possible. She completely disputed what I was told in the store, and said that it was the vendor, Ann Taylor, that had to unfreeze my account. I then called Ann Taylor customer service, and was told overrides could only be done by the third party. Further, Ann Taylor customer service associate told me the freeze only pertained to in-store returns of online orders. However, the when my return was rejected the machine generated a print out that says "no returns or exchanges", and does not specify online versus in-store.

Further, a scan of the online return policy does not specify that a license needs to be scanned or that return behaviors are tracked and/or there is a maximum number of returns allowable.

No party (including the store [redacted] on the day I attempted to make the returns - Feb **) knows (1) why this happened since, as I was told, I'm "not stealing"; (2) how to fix this; (3) what the true policy is surrounding this; or, (4) who is responsible for resolving this.

Even beyond this, I went into a local LOFT store after the Feb. 1 incident to ask about a return policy. When I asked about scanning IDs, I was told that "we do it just to track shopping patterns" - this could be argued to be true, but the information is certainly incomplete.Desired Settlement: - unfreeze my account so returns will be allowed

- do not freeze my account again as my shopping habits will not change and frequent returns will continue to be a requirement if I am to remain a customer of Ann, Inc.

- educate Ann, Inc.'s staff so facts are not misrepresented to otherwise very loyal and good customers

- modify return policy so that it fully discloses this practice

Business

Response:

Hello,

Review: On December [redacted], 2013 I purchased 6 dresses off of the Ann Taylor website. The listed purchase price of the 6 dresses on the published website was $0 dollars. I placed the order paid for the shipping and received the confirmation number from Ann Taylor and received a shipping confirmation number as well from UPS. On Thursday December [redacted]I logged on to the UPS shipping website to track my order and found out that Ann Taylor had recalled my order. I have not received the dresses of which I did pay for the shipping. I have the confirmation number from Ann Taylor along with the tracking confirmation number. I can also provide information of other customers who have had the same problem with their order. If you need me to provide additional names and numbers I am happy to do so. Thank you.Desired Settlement: I would like my order to be filled and delivered as stated by Ann Taylor on December **, 2013. Again I have all the paperwork to back up my statements.

Business

Response:

Dear Dispute Resolution Services:

Review: We purchased a $75 cashmere sweater from Ann Taylor store during a 50% off promotion. When we got home, we found a hole in the neck of the turtleneck sweater. The sweater is a faulty item that couldn't be worn in public. The store refused to return or make exchanges because it was a final sale item. There is only a very small final sale label on the price tag. Nobody in the store ever told us this sweater couldn't be returned when the purchase was made. Otherwise we could have checked the quality carefully before buying it. Moreover, it's a faulty item that shouldn't be sold at all, not to speak of being sold at the $75 high price. No one wants to invest $75 +tax on something that's useless. The [redacted] at [redacted] store was rude, saying although the sweater was faulty, it was entirely our mistake to buy it. What is Ann Taylor trying to get by putting the small final sale tags onto faulty useless items? hoping customers will buy them by mistake?Desired Settlement: either a refund or exchange will be fine. I want to spend money on something that I can use, not trash.

Business

Response:

Hello,

Review: This is not the first time this happen to me I got a Ann Taylor Perfect Reward coupon for $40.00 and when I put in the numbers it jumped and place the order, I called right away to let them what happen . Only because the last time this had happen to I was told if I would of called earlyer the could help me so DUM me place an nother order same thing but this time I called right away as I was told to do and NO WE CAN NOT help you. I am so upset I will not shopping at Ann Taylor, I am cuting up my card . I fell they are makeing a fool of me because when I do put in my code its fix so it would just place the order with out applying coupon so they charge you full price for your order . I use to shop with Ann Taylor all the time ,

Business

Response:

Revdex.com: RE: Case #[redacted]

ANN INC. would like to reply to the client concern submitted to the Revdex.com by client, [redacted]. This client contacted the ANN INC. Corporate offices on 8/**. [redacted] from the Corporate Client Contact Team has already been in contact with the client and has fully resolved her concern. Currently, if a client places an Online Order, once the order is submitted, the Online Team is unable to edit/cancel an order as our goal is to expedite the order processing. Once the submit button is selected, it is our understanding the client is fully agreeable to the order amount. I am sorry to hear of the concern shared by this client. The feedback has been shared with our Online Management Team for additional review.

[redacted] has already worked to have the $40 Reward offer credited to the client’s order for the overall inconvenience. She has been in contact with the client and shared the final update and resolution with her today, 8/**.

In the event you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####. Otherwise, ANN INC. is considering this concern resolved.

Sincerely,

Sr. Manager, Corporate Client Contact

ANN INC.

Review: I was charged $159.72 for three items ordered from [redacted]. When the package arrived, two items I did not order were in the package and none of the items that I did order. I returned the two items after calling (and being disconnected) and online chatting with 2 Ann Taylor customer service representatives (the first one disconnected our conversation), I was told I would be issued a refund. When Ann Taylor received my return, a credit was issued for $71.76, but this is only for one of the three items I was charged for. Upon contacting Ann Taylor customer service again, I received a response that a Client Associate had already assisted with my request. I sent another email explaining that my issue had not been resolved, but over 2 weeks later I have still not been issued a credit for the remaining 2 items.Desired Settlement: I would like a credit for the remaining 2 items that I ordered and were never sent. The total for the two items is $87.96.

Business

Response:

[redacted] ANN INC. would like to follow up in reference to the client concern submitted to the Revdex.com by Client, [redacted]. We are truly sorry we did not meet her expectations. After further review, it appears the form submitted by the Online Associate referenced crediting only one item, not the other two with the assumption she had received them. The credit was processed today, 5/** for the remaining items in the amount of $87.97 that the client did not receive. In addition, a follow up email was sent to the client along with a $25 Electronic Gift Certificate for the overall disappointment. In the event you have any additional questions or concerns, please contact me directly at [redacted]. Sincerely, [redacted]

[redacted]ANN INC.

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. Once the $87.97 has posted to my credit card, this matter will be resolved.

Sincerely,

Review: I ordered a dress from Ann Taylor at [redacted]n Arkansas by phone. I was told that the price of the item was 74.99. I then gave the representative ([redacted]) my credit card info. and was told that the receipt would be emailed to me. Within 30 min. I was emailed a receipt and It showed that I was charged 89.99 for the item. I then called the store and spoke with person who took order and I was told " the wrong sticker was placed on the dress and there is nothing I can do about it because the dress has already shipped and if I didn't want it then return it to the store and get a refund". I then sent a fax and mailed a letter to Ann Taylor based on info listed on website and have yet to receive a response. In the meantime, I received the dress and sure enough, the 74.99 sticker was on the dress. This item was on clearance for an additional 60% off the prices listed. So, I requested from them the $15.00 price difference and also shipping charges. I did not take the dress in to the store because the price in the stores in my area are different and the representative in Ark. said that no price adj. can be made on clearance items. I do like the dress and want to keep it but do believe that I should be refunded the price difference and shipping fee. For this company to quote a price over the phone, accept my credit card info. based on that price and charge me a different price not listed on a product is the same as stealing by misrepresentation and they need to be held accountable for this action!* My name is misspelled on the receipt. They have spelled it [redacted] and it is [redacted] perhaps this info will help them with their research.Desired Settlement: A $22.00 refund which includes the difference in the price of the item and shipping costs.

Business

Response:

Dear [redacted]:

In regards to the complaint received from [redacted], please know that I did speak with her directly on August **, 2014 on behalf of the Corporate Office.

When speaking with [redacted], she did explain the experience that occurred with the dress being shipped from our [redacted] Ann Taylor store; however, she did say that she recently visited our Atlantic Station location and they processed a price adjustment for the dress in reference. She did inform me that they were unable to credit her for the shipping fee. I did apologize for any disappointment or inconvenience she experienced, but did let her know I was happy to hear the store was able to process the adjustment. I did let her know we would be crediting her $7.50 for the shipping fee she paid and this would post to her account within 3-5 business days. In addition, I am sending her a coupon from our office as an invitation to shop with us again. This will be sent to the address provided to the Revdex.com. I provided my phone number in case she had additional questions or concerns. She seemed happy with the resolution.

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: [redacted] Order # Placed 2 days ago on January [redacted], 2016. The merchandise was 40% off when I placed my order. Today on Thursday January [redacted], 2016 the exact same merchandise was advertised at 50% off via an email that I received in my Inbox. I contacted Ann Taylor and asked for the additional percentage and difference off. That amount equated to about $30.50. My request was refused. I escalated to a supervisor by the name of Kathy. She stated that it was quote unquote unfortunate but that she would not honor the $30.50 difference. How sad and patheticDesired Settlement: I want my $30.50 refund issued with an apology for wasting my time.

Business

Response:

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 exception. I did let her know her concerns regarding our price adjustment policy would be shared for internal review and future consideration. I offered to send her a $25 store coupon from our office as an invitation to shop with us again, which she accepted. This was mailed via USPS to the shipping address on her online order.Sincerely, Sara H[redacted]Assistant ManagerCorporate Client ContactANN 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:

To respond to this complaint by offering a $25 "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,

Business

Response:

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 policy. Again, 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/*/16. In addition, we are sorry to learn that the $25 store coupon did not meet with her expectations. This offer was mailed to her as an invitation to shop with us again and is valid until December **, 2016. We hope that she chooses to give us another opportunity in the future.Sincerely, Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

Review: I returned an item passed their new and sneakily added return policy (greater than 45 days but less than 60 days). They would not honor the price and only gave me half of what I was owed, essentially they stole from me. The manager claimed she could do nothing then admitted that she could but if she did the right thing for me she'd have to do the ethical thing for everyone. Since this policy is new and not well known, I think it would be reasonable to have a grace period. I am requesting the $17 that was stolen from me.Desired Settlement: $17 that was stolen off of me be returned to my Ann Taylor Card before I close the account.

Business

Response:

[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.

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:

I have never seen a business so determined to hurt customers. Considering the amount of money and support I have given Ann Taylor and Ann Taylor Loft a one time good gesture/exception to policy is not an unreasonable request. MOST businesses are reasonable and will work with customers. Is $17 really worth losing a customer who spends over a $1000 a year in your stores? Word of mouth spreads quick and companies that are ugly and display such apathy to their customers often don't do well in the long run! I guarantee [redacted] would NEVER treat a customer this way. This is almost too ridiculous to be real!Sincerely,[redacted]

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 reply to the rejection of our response. It is not our intent to disappoint any of our clients; however we do feel it is important to apply our written guidelines consistently with all clients. We hope all of our clients can appreciate this perspective at the corporate level. Please be assured, any feedback relating to written guidelines are shared internally for future review and consideration. For the time and effort she has taken to share her concerns, we will extend a courtesy offer to use towards a future purchase in one of our stores. Sincerely,Corporate Client ContactANN INC.

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 am not being allowed to cancel an order that has not been shipped to me in the appropriate time frame to do a "glitch" on their part.. I placed an order online at loft.com on Thursday, October [redacted]. Order number [redacted]. I selected 3 day shipping and was told via email I would receive the email by Wednesday October [redacted]. I contacted a sales representative on Monday October [redacted] when I hadn't received notice that it had shipped. They said the package was still processing but I should still get it by Tuesday.

On Friday October [redacted], I still had not received notice that the package had shipped or received it. I contacted LOFT and they told me that there was a "glitch" and it was still stuck in processing. I asked to cancel and was told at first that I could not cancel it once it had been placed. Then I was told it would take 3 to 5 days to cancel and I may receive the package before then but they would waive the shipping. This is not the first time I have had an issue with Loft and its "glitches".

If the seller is unable to ship within the promised time, it must notify you, give a revised shipping date and give you the chance to cancel for a full refund or accept the new shipping date. I was not notified nor was a given a revised shipping date or the chance to cancel. They had not billed my credit card yet, but they said they would once it shipped, even though I told them I no longer wanted it. Also, after the delay, I had to contact them, and when I did I was told my request was forwarded to a team who would reply in 3 to 5 business days. They only just replied yesterday, November 10th, saying they would not be able to reply for another 3 to 5 business days. because they were trying to understand the processing error that occurred. I don't care about their processing error. I just want it cancelled. I still have not received the package, and it is still listed as a pending order. Also, one of the items I did order, I was just notified, is no longer even in stock.Desired Settlement: Cancel the order. It did not arrive in time, and now an item I had wanted isn't even available. Also, they should implement a system that allows consumers to more easily cancel orders in these circumstances.

Business

Response:

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]

Consumer

Response:

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]

Review: I purchased items from their [redacted] store after receiving an email promoting a 60% off sale that was in store and online. I chose to purchase at a store to avoid shipping costs. The store did not honor the sale, and after I presented them with copies of the ad, item and receipt; I was told that each store can have its own pricing. I contacted the corporate location, provided all information and in the end, was told the same thing. Their disclaimer does say that styles in stores may vary, but it does not say prices may vary. It's been a while since I took business law, but I believe this is false advertising, and therefore, illegal. What's your take?Desired Settlement: Credit of the difference

Business

Response:

Revdex.com: Case #[redacted]

ANN INC. is responding to the client concern submitted to the New York Revdex.com from Client, [redacted] (Case # #[redacted]). After further review of the concern, Online and store promotions do vary as stipulated in our promotional disclaimer, highlighted below. The below is an excerpt from the offer mentioned by the client.

"Offer valid for a limited time only in LOFT stores and on LOFT.com on select full-price styles as marked. Styles may vary between in store and online. Offer is not valid at Ann Taylor stores, Ann Taylor Factory stores, anntaylor.com, LOFT Outlet stores or LOFT Canada stores. To redeem discount, promo code HOT must be entered at online checkout. Only one promo code may be redeemed per online transaction. Offer excluded from online orders shipped outside of the United States, Puerto Rico and Canada. Taxes, shipping fees, purchases of gift cards, charges for gift boxes and payment of an Ann Taylor card or LOVE LOFT card account are excluded from the discount. Not valid in conjunction with any other offer or total store promotion. No adjustments to prior purchases. Not valid for cash."

We are sorry for any confusion; however, the disclaimer denotes, “select Full Price styles as marked” and “styles may vary between online and stores.” This distinguishes the potential pricing variance. The feedback will be shared with our Marketing Team.

In our initial contact with this client, we did extend a courtesy discount offer to be used for a future in store purchase for any confusion or disappointment, and declined. I also left the client a message on 8/* after receiving the complaint from the Revdex.com. I will follow up via letter in the event we still do not connect with an invitation to return and shop with us.

If you have any additional concerns, please contact me directly at ###-###-####.

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 items purchased were the same style number. I have re-attached the ad and a copy of the tags that were on the items. I have highlighted the style number ([redacted]) as

well as highlighted the style number on the ad. Just because you change the numbers on top does not change the style number.

The phone call you reference was made at 5:00pm on a Friday. I was not home from work and then out of town last week. I can be contacted via email at any time.

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

Sincerely,

Business

Response:

Revdex.com: Follow up regarding Complaint ID# [redacted]

ANN INC. is following up in reference to the “rejection” of our resolution by client, [redacted]. The below update was shared with the client on 8/** via email.

Update:

· The style referenced was included in two promotions, one for online and one in our stores.

· The in-store offer was a $12 Knit promotion on the date of her visit.

· Therefore, she paid $12 instead of the marked $19.50 price. She received the in store discount of $12 Camis. The Online store was not offering the $12 Knit Sale with an additional 60% off. The Online store was offering the cami for 60% off the Full Price of $19.50, therefore the selling price would have been $7.80, not $4.80.

· As it is always our goal to revisit language surrounding our offers, the feedback will be shared with our Marketing Team.

· A $25 Gift Card was extended to the client for her time and effort to share her concerns. We are waiting for her follow up.

Sincerely,

Review: I purchased several items at the Ann Taylor Loft outlet in Tilton, NH and I did not receive the buy one get one free discount. I emailed customer service but never got a refund or a response.Desired Settlement: I want my card credited back the $19.75 I should have received as the advertised discount.

Business

Response:

Hello,

Review: After several attempts, called customer service, live chat and local store. Ann Taylor refused to cash out a merchandise card. Originally, my daughter had purchased a sweater set as a gift for me. The size was too small. I returned it to the store and was given a "Merchandise Credit" card. I have had this card for over 5 yrs and still unable to use it, because the store doesn't carry large sizes. I spoke with a rep at their customer service and was told they could not refund the cash. I could sell the card or use it to buy someone else a gift. This was a gift for me not someone else!! I requested to speak to a supervisor and again was told the same thing. It is company policy. So, I have a card that I can't use because they don't carry my size or cash out because of company policy. For being such a high end store, they need to change company policy, have a less starched attitude and judge each case individually.Desired Settlement: All I want is refund of $64.34 (balance on card) so I can buy clothing that fits me.

Business

Response:

Hello,I am responding on behalf of Revdex.com Concern #[redacted]. This client has a merchandise credit for our stores she received several years ago for a in-store return she completed. She was unable to find product really meeting her needs due to more limited sizes in-stores, and as such requested the merchandise credit be redeemed/exchanged for cash or check. Unfortunately per the guidelines in writing on the back of all merchandise credits; they are not redeemable for cash and are only valid at our retail locations. However given the client initially stated she was unable to redeem her merchandise credit due to limited sizing within our retail locations; as a one time courtesy I offered a work around solution so that she may utilize her merchandise credit towards an Online Store order to have access to additional sizing. The client however has declined this option, and only wishes to receive cash/check for her merchandise credit. Per the guidelines of the card we are unable to accommodate this request; however should the client change her mind we will still be happy to offer the work around solution which will allow her to apply the merchandise credit to our Online Store. 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 have determined that my complaint has NOT been resolved because: Here is a copy of email I received from [redacted]

[redacted]

[redacted]______________________________________________________

[redacted] is wanting me to use my credit card first, then contact them to use the merchandise credit to reimburse my credit card. This is all ludicrous. I have looked at their website and find all clothing displayed is overpriced for what you receive and not flattering for my taste. I am attaching the wording that is found on the back of the Merchandise Credit card. If you have trouble viewing, please let me know. If you will notice the card says that unless the balance is $5.00 or less, it may not be redeemed for cash EXCEPT in CA or where required by law. I live in CA.

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

Sincerely,

Business

Response:

Hello,I am following up on behalf of Revdex.com Concern #[redacted]. Given the client has advised she is a California resident; per the guidelines of our Merchandise Credits within California; we are able to devalue her Merchandise Credit and issue a Home Office check for the funds. I have offered this resolution to the client; and will have a send check mailed to a California address of her choosing. At this time we have offered the client her requested resolution and have reviewed and addressed her concerns in full. 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: Order#[redacted] online order on 9-**-14. When order all my online account information had my correct address of [redacted]. When I received my tracking information today 9/**, it showed delivery to [redacted], which is my previous address. I called customer service and talked with [redacted]. She confirmed the account showed my current address and had no explanation why the order was being sent to my old address. She said she will let fulfillment know they needed to reship this but will be 7 day delay. I said they is unacceptable since this is their error they need to contact ups and get the address correct so I recieve it on tues as planned. She said she couldn't do that and there was nothing else she could do. I said then to have it sent to old address and I will go get it at old address and talk with people who purchased that home from me but since this is such an inconvenience that the order should be credited. She said couldn't do that. I asked to speak to [redacted], spoke to [redacted], and she was no help at all. In fact, she tried to blame me for this issue!!!! I explain reed that [redacted] confirmed the addressed show the correct address on line and still the company sent to wrong address. Not my problem. She too said nothing she could do, would not contact ups and would not credit me if I go to get it from old address. This is unacceptable that I have to suffer due to their error.Desired Settlement: Refund if the order amount. Approximately $120.00 since I will have to be inconvenienced to go get the item at my old address or have to wait an additional week for the order due to the company's incompetence.

Business

Response:

Revdex.com:

Please see follow up from ANN INC. in reference to the client’s, [redacted] complaint to the Revdex.com. Case ID# [redacted]

Overview:

· The LOFT Order#[redacted] was placed by the client on 9/** via LOFT.com.

· This was not a system issue, the order defaulted to a default address on the client’s registered account.

· This may occur after a client selected or changed an address during checkout and then made additional updates to your order.

· There are several opportunities for our clients to provide a final order review to ensure the order is being shipped to the correct address.

· The incorrect address has been fully removed from her profile to avoid any future issues.

· After reviewing the call our notes indicate there were several offers to redirect the package which was declined by the client.

· As a courtesy for the client’s frustration with this experience, we have processed a $50 Electronic Gift Certificate (EGC) for her to use on a future LOFT.com order. Once the entire order ships, we will provides a credit for the standard ground shipping fee of $8.95.

ANN INC. is considering this concern resolved and based on review of the overall issue determined this is a fair resolution. We have followed up with the client on our resolution today, 9/** via email.

Sincerely,

ANN INC.

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: While ordering on the Ann Taylor website on the evening of November [redacted] I got an error message from their website stating that my "transaction did not go through" "couldn't be processed due to the wrong credit card iformation". I hadn't entered in my billing info. So I did it over. They charged me twice. $468.57 x 2. That's a lot of money for me. They told me that when my items shipped that the hold would be released, I'm still waiting, even though I've been charged for the real amount and I've received two of the items. I was left with 20.00 to my name, I live in the Bronx and must take public transport to work. I had to borrow money to get to work. I couldn't go food shopping, pick up my dry cleaning, pick up my laundry or do any errands. I am so stressed out - I just can't believe how they can keep holding my money!!! I am considering a law suit, this is so wrong. Just got off with their lousy customer service where they told me that this happens all the time, I just have to wait 3-5 days. I HAVE NO MONEY AS A RESULT OF THEIR INCOMPETENCE, THIS ISN'T FUNNY. I even called their corporate offices but the CEO and CFO they have listed on the web are no longer at the company and no other names can be found. They are going to be sorry for this complete and total unprofessionalism, I just can't believe that they still have $468.57 of my money. It's outrageous.Desired Settlement: I want my money back. I am OUTRAGED that they are still erroneously holding my money - as described above. I HAD TO BORROW MONEY, WHICH I HATE DOING AND NEVER DO, BUT I HAD TO TO GET TO WORK!!!!!! $468.57 of MY MONEY they are holding due to a technical glitch on their ordering system. I AM LIVID. It will be Thanksgiving in two days, will I have my money back then????? Do they care, no. They're customer service reps are like robots, no matter how much you say something they just spit out the same answer. I'm going to sue them for the distress this has caused me. I am not kidding.

Business

Response:

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

Review: I purchased from AnnTaylor.com online store #[redacted] for a Stripe Tiered Tipped Cami but received a damaged top even damaged receipt. The entire top is broken and very dirty. I contacted customer service online chat on 7/** but online chat associate told me to return to store. Then I found the receipt and return label were broken and missing too. I contacted online chat on 7/** requesting a return receipt and shipping label. But after 2 days, I still did not receive return receipt and shipping label.

Then today at 12pm on 7/**, I went to Ann taylor store located in Chandler Fashion Center in Arizona and tried to return the damaged item in store. I was treated rudely by the store associate then.

1, I tried to return the damaged top and store associate A said, 'no no, we cannot do anything. You should contact online store. I said 'OK'.

Then I found a skirt I really like but there's one small area of strings snagging. So I brought the skirt to check out and asked associate B: 'Here is a little snagging, but I really like it. Can you check if you have another one in store or online or you can repair or give me a further discount'. The store associate A was reading a magazine at the time, she looked up me and said, 'it's the last one in store and online. We cannot do anything on this snagging. Cannot repair or discount. If you're not satisfied, you can LEAVE and we will SELL IT ANYWAY." Her attitude is very rude since I came to the store. Is this the attitude that store associate should treat customers? If I don't like it, why I want to spend time discuss with associate to find a solution?

After both bad treatments from online store and local store, I'm feeling very bad and angry. It totally ruined my Friday's weekend mode. I love Ann Taylor and I kept purchasing clothes from this store online and in store. But should Ann Taylor improve their customer service???Desired Settlement: I want the apologize from Ann Taylor corp and reimburse my time, bad mode and unfair treatment.

Business

Response:

Dear [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 8/*/15 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were disappointed to learn that the item from her online order #[redacted] arrived in an unacceptable condition and for any difficulty experienced when visiting our Chandler Fashion Center Ann Taylor store. We did advise that her concerns would be shared appropriately. As a courtesy, a return credit of $17.54 for the item was processed to her [redacted] used for the order. In addition, special retail store offers were mailed via [redacted] to the address she provided.Sincerely, Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

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 have given this business thousands of dollars in sales. on a number of occasions they have sent me packages with missing items and as a result I have filed disputes. Well when I go to order something else several times, they cancel my order and say my bank needs to confirm my billing address. I called my bank and they do not do this. Then Loft says they called me to confirm my address and they have not. They have repeatedly lied to me. Is that a way to run a business? I want to be able to order online from them again. I hope they get into trouble for this. I am furious with their business practices and their lies.Desired Settlement: want to be able to order online from them again

Business

Response:

Revdex.com: RE: Case # [redacted]: ANN INC. has researched this client concern and we would like to provide our perspective. As communicated in an email to the client on 4/**, our full review of this client’s order history has recovered numerous lost package claims and credits. Due to the claims associated with the address and order details, going forward we are unable to fulfill or complete any future return orders associated with this information. In addition, we would not be providing any additional updates regarding order cancellations and/or lost package claims outside of the information already shared.We are sorry for any frustration but these steps are necessary based on our research and the resolutions previously provided. Sincerely, ANN 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:

[Your Answer Here]

Its not my fault the items got lost or stolen in the mail. That is why I change po boxes so I would not have this problem in the future. I am not satisfied with their response. They have poor customer relations.

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

Sincerely,