Ann Taylor

Hello,I am responding on behalf of Revdex.com Concern #***This client contacted us concerned over a recent charge of $to her account and order & shipping confirmation emails received on and around 12/**Upon researching we've verified this was all generated due to an order the client
originally placed back on 11/**/However that order had an incorrect shipping address so the client replaced it with our Online Store on 12/*As such we were supposed to refund the client once her undeliverable shipment from the first order was returned to usHowever when we went to credit the client; we noticed the first order from 11/** was stuck in a processing statusThis means the client was actually never charged for the 11/** order; so to refund her for the returned shipment we had to manually push her order thoughThis resulted in the client receiving the charge so much later; and the lost package credit at nearly the same timeUpon review our Online Store actually only has refunded half that original order; so as of today I've refunded the other half; and emailed the client apologizing and explaining the confusionIn addition I've emailed the client an E-Gift Certificate for the overall frustration encounteredAt this time the client's original 11/** order has been fully resolved and I've invited client to notify me should she experience any issues with her 12/** or 1/credits posting.Sincerely,*** ***
*** *** *** *** ***
*** *** * ***

Hello,I am responding on behalf of Revdex.com Concern #***This client reached out upset that she has been receiving unsolicited marketing materials from us due to fraudulent activity she was the victim of previouslyAs such she has continued to receive various marketing given her information was
shared with our companyPer her request I have partnered with our internal Marketing Team as well as the Marketing Team at *** ***, which oversees our Credit Card mailings; and had her email and physical mailing addresses removedThis should prevent her from receiving future unsolicited marketing materialsI've advised however due to advance bulk mailing she may still receive mailers for the next 30-days; however after that she should no longer receive any unsolicited physical mailAt 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,*** *** ***, *** *** ***ANN INC/ Ann Taylor

Hello,
I am reaching out on behalf of Revdex.com Case *** 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 productClient was not aware of this restriction and disappointed in the store's handling of
the situationAs 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 referenceHowever given the misunderstanding and frustration we have noted the client's order to waive the standard return shipping fee of $for Maternity returnsClient 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,
*** ***
*** *** *** *** ***
*** *** * ***

Revdex.com Case # ***: ANN INCwould like to follow up on the client concern submitted by *** *** regarding a recent LOFT.com Order #***We are sorry for the overall disappointment this client experienced with her order and non deliveryWhile the goal is to wait 1-weeks in the
event the package is eventually delivered, we are sorry for the overall experienceThe credit for the full amount of the order including the initial shipping fees was processed on 11/*/The Corporate Client Contact office also left a message for this client on 11/* as additional follow upWe 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, *** ***
*** *** *** *** ***
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.I spoke directly with Ann Taylor and they are processing the credit for me
Sincerely,
*** ***

Revdex.com: RE: Case # ***: ANN INChas researched this client concern and we would like to provide our perspectiveAs 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 creditsDue 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 informationIn 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
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 futureI 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:The business incorrectly stated that I replied to a non-reply mailboxMy communication was sent to ***, which is the contact information given on their website The business should not be allowed to make a 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,
*** ***

Dear *** ***:In regards to the complaint received from *** ***, please know that an e-mail response was sent 11/**/to *** from the Corporate Office. In our response we let *** *** know that we were sorry to hear about any disappointment with our current
process for obtaining a gift receipt for an online purchaseWe 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 considerationAs 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, *** ***
*** ***
*** *** ***
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

HelloI am responding on behalf of Revdex.com Concern***This client placed an order through anntaylor.com; however upon doing so noticed and outdated and/or incorrect shipping address on the orderOur 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 *** directlyAlso given the delay in resolving the client was refunded her expedited shipping charge on 10/**While we were able to redirect out of shipments, the 3rd shipment was unfortunately lost and we could not reconcile it with***As such on 11/**/our Online Store processed a refund for the missing items for the clientOn 11/**/I have reached out to the client directly and apologized for the overall delays experienced while researching and the subsequent frustrationAt this time client has been credited in full for missing items, and while the 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 interestedIn addition as an invitation to shop with us again an E-Gift Certificate has been extended as well.Sincerely *** *** ***, *** *** ***ANN INC/ Ann Taylor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
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,
*** ***

Revdex.com: RE:
Case # [redacted]
ANN INC.
would like to reply to the concern submitted to the Revdex.com by client, [redacted]. We are sorry to her of the client’s
disappointment with her online order. Upon further review, the client placed
her order for 3rd day shipping after the 3 pm cut off time...

which is
stated on the website. As our goal is to expedite an order once submitted, the
ability to cancel or edit is not a current option.  In addition, we have fully reviewed the call
and we will certainly follow up further based on the perspective shared by the
client. The client was told a supervisor would follow up once available within
the time frame mentioned as they were in a meeting.
The shipping fee has been refunded in the
amount of $15.88 as a courtesy. The package is scheduled to be delivered today,
12/2 which is on time based on the time frame the order was placed, after 3 pm
on 11/25 which is the third business day. A message was left for the client
today, 12/2 with our follow up.
Again, we are sorry for the overall
disappointment and the feedback will be shared for internal review. We are
considering this concern resolved.
Sincerely,
Michelle S[redacted]
Sr. Manager, Corporate Client Contact
ANN INC.

Complaint: [redacted]
I am rejecting this response because:  I placed the order on 11/25/205.  I did not receive the order until 12/2/2015.  It took 8 days to receive an item they promised 3 day shipping for; this is fraudulent advertising.  This is unacceptable.  I have still not been given an explanation for this.  I also have not received an apology concerning their terribly rude call center.  
Sincerely,
[redacted]

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.

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]ANN INC.

Dear Revdex.com: RE: Case # [redacted]
ANN INC. would like to reply to the client concern submitted
by [redacted] While we are sorry for the disappointment with our response
and current practice, we do require the order (Order# [redacted]) to be
placed at the time the offer is valid. We do not...

do adjustments to previous
purchases. Upon
researching [redacted] order [redacted] it looks as though the client
already used a promotion on her order- ANNWINTER15 ($25 off $75 FP); and the
50% off the client is referencing the FALL50- 50% off Entire Purchase promotion.
Per our Price Adjustment Practice, she would not have been eligible. I have
included our Price Adjustment Practice below for your reference. This
information is also available for reference by our clients on our websites and
invoices.
As a courtesy to
our clients, we offer one price adjustment on full-price merchandise made
within 7 days from the original order date. To receive an adjustment, you must
email or call Online Customer Service and if eligible they will process an
adjustment. Purchases of reduced priced merchandise are not eligible for a
price adjustment when further reduced. Please note that coupons cannot be used
for a price adjustment and that promotional codes may not be added to orders
once already submitted. In addition, be advised that price adjustments are not
eligible on special promotions that feature percentages off (e.g., 25%, 40%,
and 50% etc.) and dollars off.
As a courtesy for the disappointment, we have followed up with
an email to the client as well as an $15 Electronic Gift Certificate (EGC) for the
overall disappointment.   In the event you have any additional concerns,
please let us know.
 
Sincerely,
 
Michelle S[redacted]
Sr. Manager, Corporate Client Contact
ANN INC.

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

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.