Revdex.com: RE: Case # (ID# [redacted]) ANN INC. would like to reply to the complaint submitted by Client, Georgia Panagiotakos. We are sorry for any confusion surrounding lost Gift Cards. As our Gift Cards are like cash, we do require the receipt to be presented to verify the Gift Card #....
However, after obtaining additional details, we were able to reissue the Gift Cards for the amount remaining. The client is picking up the Gift Cards at her local store. We are considering this concern resolved. Sincerely, Michelle S[redacted] Sr. Manager, Corporate Client Contact ANN INC.
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.
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.
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 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
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'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]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]
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:
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,
[redacted]
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.
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.
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
[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.
Revdex.com: My account is still active as the customer service rep told me I can not "close" out an account...just shred the card and my account will go dormant.Please send the $20. Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as payment is actually received and the matter has been resolved.
Sincerely,
[redacted]
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.
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
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
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
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]
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 hear of the disappointment shared regarding her most...
recent online order experience. We let her know it was not our intent to cause the frustration described and we appreciated her efforts in reaching out to us directly. We advised her that we are unable to cancel or edit any online order once it has been submitted and apologized for any disappointment or inconvenience this may have caused. We did let her know that her overall feedback would be shared with our Online Management for future consideration. As a courtesy, we also credited her for the shipping fee and shipping tax that she paid on her order.Sincerely, Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.
Revdex.com: RE: Case # (ID# [redacted]) ANN INC. would like to reply to the complaint submitted by Client, Georgia Panagiotakos. We are sorry for any confusion surrounding lost Gift Cards. As our Gift Cards are like cash, we do require the receipt to be presented to verify the Gift Card #....
However, after obtaining additional details, we were able to reissue the Gift Cards for the amount remaining. The client is picking up the Gift Cards at her local store. We are considering this concern resolved. Sincerely, Michelle S[redacted] Sr. Manager, Corporate Client Contact ANN INC.
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.
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.
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 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
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'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]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]
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:
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,
[redacted]
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.
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.
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
[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.
Revdex.com: My account is still active as the customer service rep told me I can not "close" out an account...just shred the card and my account will go dormant.Please send the $20. Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as payment is actually received and the matter has been resolved.
Sincerely,
[redacted]
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.
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
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
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
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]
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 hear of the disappointment shared regarding her most...
recent online order experience. We let her know it was not our intent to cause the frustration described and we appreciated her efforts in reaching out to us directly. We advised her that we are unable to cancel or edit any online order once it has been submitted and apologized for any disappointment or inconvenience this may have caused. We did let her know that her overall feedback would be shared with our Online Management for future consideration. As a courtesy, we also credited her for the shipping fee and shipping tax that she paid on her order.Sincerely, Sara H[redacted]Assistant ManagerCorporate Client ContactANN INC.