*** *** *** * *** ANN INCwould like to follow up in reference to the client concern submitted to the Revdex.com by Client, *** ***We are truly sorry we did not meet her expectationsAfter 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 themThe credit was processed today, 5/** for the remaining items in the amount of $that the client did not receiveIn addition, a follow up email was sent to the client along with a $Electronic Gift Certificate for the overall disappointment. In the event you have any additional questions or concerns, please contact me directly at *** ***. Sincerely, *** *** *** *** ***
***ANN INC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meOnce the $has posted to my credit card, this matter will be resolved
Sincerely,
*** ***
Hello, I am responding on behalf of Revdex.com Concern #[redacted]. This client reached out to us with regards to a dress purchased in December which experienced a quality concern. Given the time frame this item is no longer available for replacement; and the clients return would fall outside 45 days...
and therefore only be eligible for a merchandise credit for current selling price. However I have offered to reimburse for any necessary repairs to the dress (up to 20% of the item's original value). The client has accepted this as a resolution. As such I've provided her email and fax information and instructions on next steps so she can send the repair documentation and we can facilitate the reimbursement. The client has my information should she need further assistance along the way. Thank you.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 resolution is satisfactory to me and the matter has been resolved.
Ironically I got their check today. Thank you
Sincerely,
[redacted]
Hello I am reaching out on behalf of Revdex.com Concern #[redacted]. This client was upset as she had initially completed a purchase with 2 tenders (split between her credit card along with a merchandise credit.) Upon doing a partial return of the purchase she was upset to only be offered merchandise...
credit as opposed to having that amount put back onto her credit card. As such she was refunded in the form of a store merchandise credit when she wanted the monies back on her credit card. I emailed the client on 6/*/16 advising that our returns for split tender transactions do not prioritize one form of tender over another; and as such she should have been able to receive the same amount back on her credit card as initially paid. As such I've offered to have her merchandise credit devalued and applied as a credit to her card. However I have yet to hear back from her as there are some extra details I require to complete this request. As of 6/*/16 I have not heard back from the client however she has my information within the email and should she reply or call me with the required details I will still assist with this request. Thank you.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 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 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.
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: 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.
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:
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,
[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]
HelloI am responding on behalf of Revdex.com Concern [redacted]. This client reached out with regards to the status of an Online Store return. Upon further researching I was able to find the client's previous contacts with Client Services with regards to this. Unfortunately it appears there was some...
confusion determining whether the return was for the entire order or just some of the items from it. As such Client Services was unaware of what particular items to refund. As of today I have reached out to the client explaining the the miscommunication and apologizing for the delay. Based on the details of the concern it is my assumption the client returned their order in it's entirety. As such I have processed a refund for their order today. The client will receive another email confirming this credit. This should resolve the client's concern involving this particular order. 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 have determined that my complaint has NOT been resolved because:
I have requested to exchange the sweater for the correct size. Is this option not available? It was not addressed in the response received.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
HelloI am following up on behalf of Revdex.com Concern [redacted]. The client reached back out to us advising she hadn't received my initial email; however we were able to connect afterwards by phone and she also received a resent copy of my original email. Given we were able to connect directly I was able to obtain the information necessary to take the funds off her merchandise credit and apply it towards her account. As such I have received confirmation today that the funds have been moved from her merchandise credit towards her card; and the credit should post within 2-5 business days. I've emailed the client this information as confirmation; and should she encounter any issues she has my contact information and I've invited her to let me know if she needs further assistance. Sincerely,Rob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor
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:
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]
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: 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.
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:
RE: [redacted]I received an email from Ann Taylor on 7/** regarding my refund issue and my refund issue has been addressed and processed. The matter has been resolved.
Sincerely,
[redacted]
*** *** *** * *** ANN INCwould like to follow up in reference to the client concern submitted to the Revdex.com by Client, *** ***We are truly sorry we did not meet her expectationsAfter 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 themThe credit was processed today, 5/** for the remaining items in the amount of $that the client did not receiveIn addition, a follow up email was sent to the client along with a $Electronic Gift Certificate for the overall disappointment. In the event you have any additional questions or concerns, please contact me directly at *** ***. Sincerely, *** *** *** *** ***
***ANN INC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meOnce the $has posted to my credit card, this matter will be resolved
Sincerely,
*** ***
Hello, I am responding on behalf of Revdex.com Concern #[redacted]. This client reached out to us with regards to a dress purchased in December which experienced a quality concern. Given the time frame this item is no longer available for replacement; and the clients return would fall outside 45 days...
and therefore only be eligible for a merchandise credit for current selling price. However I have offered to reimburse for any necessary repairs to the dress (up to 20% of the item's original value). The client has accepted this as a resolution. As such I've provided her email and fax information and instructions on next steps so she can send the repair documentation and we can facilitate the reimbursement. The client has my information should she need further assistance along the way. Thank you.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 resolution is satisfactory to me and the matter has been resolved.
Ironically I got their check today. Thank you
Sincerely,
[redacted]
Hello I am reaching out on behalf of Revdex.com Concern #[redacted]. This client was upset as she had initially completed a purchase with 2 tenders (split between her credit card along with a merchandise credit.) Upon doing a partial return of the purchase she was upset to only be offered merchandise...
credit as opposed to having that amount put back onto her credit card. As such she was refunded in the form of a store merchandise credit when she wanted the monies back on her credit card. I emailed the client on 6/*/16 advising that our returns for split tender transactions do not prioritize one form of tender over another; and as such she should have been able to receive the same amount back on her credit card as initially paid. As such I've offered to have her merchandise credit devalued and applied as a credit to her card. However I have yet to hear back from her as there are some extra details I require to complete this request. As of 6/*/16 I have not heard back from the client however she has my information within the email and should she reply or call me with the required details I will still assist with this request. Thank you.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 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 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.
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: 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.
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:
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,
[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]
HelloI am responding on behalf of Revdex.com Concern [redacted]. This client reached out with regards to the status of an Online Store return. Upon further researching I was able to find the client's previous contacts with Client Services with regards to this. Unfortunately it appears there was some...
confusion determining whether the return was for the entire order or just some of the items from it. As such Client Services was unaware of what particular items to refund. As of today I have reached out to the client explaining the the miscommunication and apologizing for the delay. Based on the details of the concern it is my assumption the client returned their order in it's entirety. As such I have processed a refund for their order today. The client will receive another email confirming this credit. This should resolve the client's concern involving this particular order. 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 have determined that my complaint has NOT been resolved because:
I have requested to exchange the sweater for the correct size. Is this option not available? It was not addressed in the response received.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
HelloI am following up on behalf of Revdex.com Concern [redacted]. The client reached back out to us advising she hadn't received my initial email; however we were able to connect afterwards by phone and she also received a resent copy of my original email. Given we were able to connect directly I was able to obtain the information necessary to take the funds off her merchandise credit and apply it towards her account. As such I have received confirmation today that the funds have been moved from her merchandise credit towards her card; and the credit should post within 2-5 business days. I've emailed the client this information as confirmation; and should she encounter any issues she has my contact information and I've invited her to let me know if she needs further assistance. Sincerely,Rob L[redacted]Assistant Manager, Corporate Client ContactANN INC. / Ann Taylor
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:
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]
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: 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.
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:
RE: [redacted]I received an email from Ann Taylor on 7/** regarding my refund issue and my refund issue has been addressed and processed. The matter has been resolved.
Sincerely,
[redacted]