Ann Taylor

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]
[redacted]
[redacted]
[redacted]

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

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

online order #[redacted] and when contacting us directly. We apologized for any disappointment or inconvenience and let her know her overall concerns would be shared with our Online Management Team for internal review. We let her know that in reviewing her online order, it appears there was an error in processing her Petite Extrafine Merino Wool Ruffle Cuff Sweater. We advised that while she was initially charged for this item, she was credited in the amount of -$35.82 on November *, 2016. We also let her know that as this item is sold out, if she is interested in placing a new order for a comparable item we would still be happy to honor the previous sale from her order with free next business day shipping.As an invitation to shop online with us again, we also sent her an Ann Taylor Electronic Gift Certificate in the amount of $25.00 which she received in a separate email.Sincerely,                 Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.

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 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,
[redacted]
[redacted]
ANN INC. / LOFT

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

Dear [redacted]:In regards to the complaint received from [redacted], please know that an e-mail response was sent 12/**/14 to [redacted] from the Corporate Office. In our response we let [redacted] know that we were sorry to hear about the disappointment she...

experienced with her online order #[redacted]. We did let her know that we follow all applicable shipping tax regulations based on destination and that some areas tax shipping and handling charges as well as the merchandise subtotal. We did advise that the actual charge to her credit card did reflect the applicable taxes, and were calculated when placing her order. In addition, we advised that we are unable to cancel or edit any online order once it has been submitted. While we were unable to refund the shipping tax, or pay to return the item as she requested, we did let her know that if she chooses to return her item a return will be processed according to the guidelines of our return practice.Sincerely, [redacted]ANN INC.

Revdex.com: Case # [redacted]: ANN INC. would like to provide our follow up and resolution from the client concern submitted by [redacted]. Please see our follow up below. FOLLOW UP/RESOLUTION:- 3/* spoke to the client directly.     - Obtained details from the...

initialtransaction in order to research further with our Sales Audit Team.       - It was determined that the incorrect Gift- Card was given to him in error when he was in the store. The funds were stillon the Gift Card; therefore, the $200 amount was devalued and added to the Gift- Card in his daughter’s possession.I spoke to the client with our follow up today, 3/*. He was appreciative of the follow up and resolution. I am sending out a courtesy offer to his daughter for any inconvenience. We are considering this concern resolved to the client’s satisfaction. Please let me know if you have any additionalquestions. 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:

You are incorrect and making excuses for your ongoing business practices.  While you provided the credit, you did not do me a favor.  The EXPECTED DELIVERY DATE WAS 9/** AND I RECEIVED A SHIP NOTIFICATION WITH A TRACKING NUMBER INDICATING THIS PACKAGE SHIPPED ON 9/**. THERE WAS NO ACTIVITY OTHER THAN A LABEL CREATED FOR A WEEK.  Do not tell me this was in process and you did me a favor by canceling the order.  It took me having to go thru the Revdex.com to FINALLY get my credit and for over a week, I got NO UPDATE on any outage of these shoes as your return email claims and as a matter of fact, these shoes are STILL LISTED ON YOUR WEBSITE IN MY SIZE as available.  Ann Taylor has gone downhill and I heard nothing of the other mention in my complaint about your ridiculous uncustomer service practices regarding VIP CUSTOMERS AKA CARDHOLDERS who buy merchandise for it go on sale at 40 percent off the next day to get NO CREDIT - just hassles.  I will NOT be shopping here again.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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

Hello I am responding on behalf of Revdex.com Concern [redacted]. This client contacted us disputing an unauthorized debit on her personal [redacted] banking account. The client stated the debit of $37.00 was made as an unauthorized Ann Taylor/LOFT Account payment. Unfortunately ANN INC. does not own or have...

direct account access to these accounts, as all the credit cards are managed and operated by [redacted]. However I have reached out to [redacted], and given the information provided they have advised to instruct the client to dispute the unauthorized transaction with her personal bank. This will result in her bank filing a Chargeback with [redacted] directly; and therefore they will be better able to resolve on their end. I have emailed the client as of today advising her of this, and informed her our Corporate Offices do not have direct account access however this would be the proper steps to receive further assistance. SincerelyRob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor

[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.

HelloI am just responding on behalf of Revdex.com Concern #[redacted]. This client was upset about the mixed information she has received, both from stores as well as [redacted] (our rewards card Issuer) about whether an expired rewards certificate can be reissued or not. Per our policy these reward...

certificates, once expired, are devalued and not eligible to be renewed. However the client advised her local store told her otherwise. As such we will be following up with our field management partners overseeing the location to ensure accurate communication going forward.In addition as a courtesy we partnered with [redacted] and facilitated a member of management contacting the client by phone today (7/**). They've agreed to load 2000 reward points to her account which will generate a replacement $20 rewards certificate once a billing cycle completes. The client was satisfied with this resolution and was provided a direct callback number for our [redacted] partner should she have any outstanding issues. Sincerely,Rob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this in regards to me specifically has been resolved, however I feel that this issue may require further review. I would like to point out that my order was promptly cancelled ONLY AFTER I notified Ann Taylor that I had contacted the Revdex.com. When my order was delayed, I was not given a revised shipping date nor was I allowed to cancel. While my order was eventually cancelled, I feel that this is a serious internal control/process issue that needs to be addressed on a greater scale. Individuals who purchase items online from [redacted] should be given the option to cancel their order when there has been a mistake in processing on their part. By their own omission, they only cancelled my order because there was no other way to resolve the glitch. It should have been cancelled when I initially requested it.Also, I would like to add that the 3 day shipping was only given to me because they WOULD NOT cancel my order and, when I told them I no longer wanted the merchandise and would not pay for it, they said they would waive the shipping so that I could return it without cost to me. Of course this does not figure in the time and gas it would take for me to return the items. This also violates my consumer rights, which in this case should have allowed me to cancel the order, especially since it had not shipped and they could not give me a shipping date due to the "glitch" in their system.I did not respond to the email they sent me because, as I had told them, I did not want to spend a dime at their establishment ever again. Free three day shipping means nothing when you can't process an order in a timely manner, and then, when an error does occur, you make me jump through hoops to simply have my consumer rights respected. So, while my individual issue has been resolved, I feel that the company needs to rethink their procedures, which I feel currently actively violate consumer rights. I am sure there are others who have probably had my same issue, and didn't pursue it as aggressively as I did, and did not know that they had the right to cancel their order, or that they should have been at the very least contacted when their order was not going to arrive in time due to a processing issue on Anne Taylor's part. Regards, [redacted]

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]

Signs outside and throughout the Ann Taylor store at Kierland in Scottsdale say "50% off entire purchase ." None of the racks are marked as excluded from the sale . I wasted my time at the store today trying on clothes and waiting in line to purchase a black dress , only to find out it was not part of the sale . I spoke to three people, including the manager and they all claimed the dress was part of "suiting " and therefore not on sale . But there was no sign and no visible exclusion for "suiting "'or foe the dress. They refused to honor the sale, despite the storewide advertising . The manager even insulted me by stating that I was "confused ." It was not my confusion . It was the store's false and deceptive advertising . They should have provided me the advertised sale price and then posted a proper sign .

Review: The sign on the door and throughout store says "Everything 40% off" I went to the register, and the employee says, "oh suits are not included in this sale." I walked back over to the sign and looked, there was not asterisk or disclosure that didn't say excludes ets, the sign only stated "Everything 40% OFF" They employee asked the manager since I took this as false advertising, and the manager said that she had a list behind the register that had the ite** not included in the sale. I asked if it were posted anywhere, she said no. I stated to her that this is "bait and switch" or "false advertising" and she said she would NOT honor the 40% off.Desired Settlement: This is the business practice of Ann Taylor, if someone could fine or make sure these practices do not occur. The public and myself would appreciate it. I don't want their 40% off now since time is money and they clearly wasted my time.

Business

Response:

November 29, 2013

Attn: **. [redacted]:

ANN INC. would like to follow up on our contact and resolution with Client, [redacted]. We were able to connect with her on 11/26. Our office did not receive a copy of this complaint until 11/26 so we would kindly ask for an extension to the time frame established.

Please note that our Power Pieces Collection is excluded from all in-store / storewide / sitewide promotions including the offer referenced. Please be assured we make every effort to ensure this information is communicated to our clients via email marketing, our in-store signage, and by separating the Power Pieces Collection on the sales floor. Please be advised that the in-store signage advertising each of the Power Pieces (Perfect Pant, "Taylored" Jacket, Pencil Skirt, Sheath Dress) all have the disclaimer "Always priced to flatter. Not included in total store promotions." In addition this restriction is available in the written guidelines on emails sent to clients as well as in the "details" link advertising the promotion at AnnTaylor.com. We apologized for any confusion in reference to the offer and have also shared the concerns with the District Manager of the Clarendon Ann Taylor store for further review regarding the signage.

I did extend a $50 Gift Card to invite the client back for the time and effort she has taken to share her concerns along with an in store courtesy offer. The client was appreciative of our follow up and resolution.

In the event I can provide any further assistance, please do not hesitate to contact me directly at ###-###-#### or via email at [redacted]

Again, thank you for the time you have taken to express your concerns. With your assistance, we can continue to work at being the very best that we can be.

Sincerely,