Ann Taylor

Dear [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 3/**/16 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were sorry to hear about the difficulty she experienced with...

her online orders: [redacted] and [redacted]. We did let her know that we do have processes in place for lost packages, which our associates were following, We also let her know that her overall concerns would be shared with our Online Management Team for internal review and future consideration.We did let her know that credits in the amount of -$128.06, -$128.61, and -$149.96 were processed on March **, 2016 to the [redacted] used for her purchases. We also advised her to contact us if she wanted to place a new order for her items, where she would receive complimentary Next Day Business shipping while honoring the original promotions/pricing of her initial orders.Sincerely,                 Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

Dear [redacted]:In regards to the complaint received from [redacted], please know that an email response was sent 12/*/16 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were sorry to learn of the difficulty encountered with her...

recent online order #[redacted]. We advised her that we had identified select orders being impacted by duplicate charges through our online store and apologized for any frustration this may have caused. We did let her know that our Credit Operations team worked diligently to manually correct these charges and processed all appropriate credits. However, if she has not yet seen this credit post to her account, we requested she respond to our email so we could follow up further. Sincerely,                 Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

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

Dear [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 10/**/16 to [redacted] from the Corporate Office. In my response, I let [redacted] know that we were sorry to hear about the difficulty described when...

contacting us directly regarding this lost gift card and apologized for any disappointment or inconvenience. I did let him know that upon further partnering with our Sales Audit Department, they were able to locate the gift card number from the transaction that was made on May **, 2014. I also let him know that in reviewing this gift card number, there was a purchase in the amount $80.38 made on this card, which he referenced in his initial email to us on March **, 2016. I did let him know that we have applied the remaining balance of $419.62 to a new gift card. This new gift card is being mailed today via [redacted] and is expected to arrive on Monday, October **, 2016.Sincerely,                   Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

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

Hello,I am responding on behalf of Revdex.com Concern #[redacted]. This client reached out to us regarding a complaint with a recent experience involving Cardholder Services/Comenity Bank. The client was unaware of the current payment cutoff times that are part of the Cardholder terms. She was also upset...

with the manner in which Cardholder Services addressed her when she contacted them regarding this issue. As such I have reached out to the client via email to advise further with regards to payment cutoff times. Payment cutoff times are advertised publicly in all paper bills and electronic statements sent to clients so they are made aware monthly of all cutoffs. I apologized if this was not professionally shared upon initially contacting Cardholder Services, and I shared all cutoff times and informed where the information can be located for future reference. In addition in the interest of customer service, Comenity Bank agreed to waive the charges accrued due to this late payment. I informed the client of this as well and she should see any late fees/finance charges accrued for this issue reverse within 2-4 business days. Sincerely,Rob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor

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

account. If the account has since been closed, the credit will be issued in the form of a check from the credit card company.   At this point, we are considering this concern resolved. Please let us know if there are any additional concerns.  Sincerely, Michelle S[redacted]Sr. Manager, Corporate Client Contact

Dear [redacted]
In regards to the complaint received from [redacted], she requested to communicate with someone directly and not via email. Please know that I attempted to contact her twice at phone number [redacted] Messages were left on 10/22/15 and 10/27/15. I did let her...

know that I was following up regarding the concerns she shared with the Revdex.com and provided my direct phone number so I could address further. As of today, I have not received a call back from her. We are considering this closed on our end.Sincerely,                 Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

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

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

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]

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,
 
[redacted]
ANN INC.

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

[Your Answer Here]
I 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,
[redacted]

Revdex.com: Re: Case # (ID#[redacted])  ANN INC. is following up on the below concern submitted to the New York Revdex.com from client, [redacted]. We are sorry to hear of the client’s disappointment with our current Return Practice. Please be aware, we do post our...

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

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]

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

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,
[redacted]

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

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

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]ANN INC. / Ann Taylor

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

frustrations encountered and apologized for any inconvenience. We did let her know that her overall concerns would be shared with our Online Management for internal review. She was also advised that a credit in the amount of $77.03 was processed to her Ann Taylor Credit Card. A follow up response was also sent to [redacted], advising that instead of sending her an Electronic Gift Certificate in the amount of $50.00, we credited an additional $50.00 back to her Ann Taylor Credit Card.  Sincerely,                 Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: Here is a copy of email I received from [redacted] [redacted]
 
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[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,
[redacted]

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

[Your Answer Here] I needed to talk to management I have a few questions
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]