How would you rate Ann Taylor?
Top Positive Review
“Awesome Customer Assistance”
LindaP.
7/4/22
I would like to take this moment to express my opinion of Ms. Ludora Keyes, sales assistant located in the Lakeside Shopping Mall, Metairie, LA. Ms. Keyes, on many occasions has aided in making my shopping experience a pleasure and worthwhile at the Ann Taylor Store. She has displayed expert knowledge and great customer care in the performance of her job. I will always shop Ann Taylor stores, along as there are dedicated employees like Ms. Keyes.
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Top Critical Review
“Inept customer service, high free shipping limit, return label fee, way behind industry standard”
AliM.
3/27/23
Ann Taylor has SOME nice pieces (lots of pieces are also clearly made crappy junk) but it is truly not worth dealing with everything else. Free shipping over $150 (?!). Return label fees are $7.95. Both of those are WAY, way behind the rest of the industry and is an easy push to shop elsewhere who offers the same type of items, if not better, with a much lower free shipping limit, better return policy, and better website. Their customer service is horrible...not even a little bit knowledgeable, and their website is constantly having problems. I have a strong feeling they will go out of business in the the near future.
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Reviews (286)
March 27th, 2023
Ann Taylor has SOME nice pieces (lots of pieces are also clearly made crappy junk) but it is truly not worth dealing with everything else. Free shipping over $150 (?!). Return label fees are $7.95. Both of those are WAY, way behind the rest of the industry and is an easy push to shop elsewhere who offers the same type of items, if not better, with a much lower free shipping limit, better return policy, and better website. Their customer service is horrible...not even a little bit knowledgeable, and their website is constantly having problems. I have a strong feeling they will go out of business in the the near future.
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May 11th, 2023
I ordered several pieces of clothing and never received the package. When I called customer service I was told that it was not their issue. I finally tracked the package down as UPS had given it to the post office for delivery. One item of clothing was of poor quality and the other items were too large. I tried to return the items to a local store and was told they couldn't accept returns on an online order. I paid $8.95 to return it and I won't order anything in the future. It shouldn't be that difficult to spend money with a business.
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January 11th, 2023
They canceled most of my order a day after i placed my order online because they said the items were no longer in stock. First off, why sell people items if they're out of stock? That's false advertisem*nt. I tried canceling the order since everything I was really the most excited about getting they canceled. Since it was past their window of cancellation they refused to let me cancel the order. I even tried cancelling it right when they sent me the email that most of my items were cancelled. Bad business practice. They said the shipping would be free and I would be allowed to return the items that shower up at my house even though they were final sale. They also said I wouldn't be charged for the items that were cancelled even though they put a hold on the credit card when you make the order. So I waited for the order to be shipped, and once it was shipped they took the shipping cost off but they also took my rewards coupon off that I had used. This makes the price they charged me incorrect. I received the items, did not open the bag, and am immediately sending them back. Their website shows nothing was shipped so I'm not allowed to return anything now after customer service said I was allowed to return them. Overall, it's a big mess and I'll have to get my money back from my credit company. Customer service was useless and they should allow you to cancel an order if you tell you a day after ordering that stuff isn't in stock. I used to shop here all the time a few years ago but since then the items got even more expensive. Will not be shopping here ever again after I've been shopping here for 8+ years. It was all a disappointment.
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Helpful (1)
November 23rd, 2022
I physically went into a store and purchased a birthday present for my daughter. The store indicated they would ship it because it was not available online. I received notice on Sunday it was delivered but in fact it was not and on Tuesday I received notice of a credit and that the order had been cancelled. I called customer service and after 25 minutes they offered to re ship the item to be received today and that is what the order said. Today I received notice the order won't be received until Friday at best--after the birthday and after the person has left town for the holiday. I spoke to the store manager twice who indicated I should call customer service. I called customer service and asked to speak to a senior person and was told there is no such person. They offered to cancel the order again.
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Helpful (1)
December 22nd, 2019
I used to be a HUGE Ann Taylor and Ann Taylor Loft fan - however in the last few years I have noticed the quality slipping significantly and the whole 30 day return policy - even during the holidays - has been the nail in Ann Taylor's coffin for me. Way to treat your customers. Nordstrom and Costco know how to do return policies right. Take a cue or I'm afraid you'll be out of business sooner than you think - which is quite sad to me - but I'm totally over it.
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Helpful (4)
August 28th, 2022
I was looking late morning on Ann Taylor's website 8/28/22 and unfortunately i could not find a skirt suit on her website. Her website was frustrating. I'll look else where... sad
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Helpful (1)
June 19th, 2020
I never received an order I placed with Ann Taylor online. My credit card was charged. Customer service was not available for days and days via Live Chat, e-mail, or by phone. I tried Live Chat several days in a row at different times of the day. Customer service never returned my e-mail inquiry about my order. Ann Taylor used to be more go to store for petites but I would not recommend them because shipping is a nightmare and there is no customer service. So sad!
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Helpful (3)
January 27th, 2022
I tried to order a sherpa jacket that was on clearance for $64.? I tried several times to place the order which would not go through due to website issues. Nobody was available on their live chat. When I reloaded the website the price had changed to $109.? With a banner that said an additional 50% would be taken off at checkout. Every page through the process contained the banner. I expected when I checked out an additional 50% would be deducted. It never deducted the 50% and I was charged $109.? For a non-returnable or exchangeable jacket. When I tried to discuss this with 3 different live chat agents I was told the coat was originally $259.00 so the $109.? Was 50% off. The $259 was crossed off in both scenarios. The words and the price $64.? And $109.? Were clearly written. Additional 50% off at checkout indicate an additional amount will be taken off, not that you are seeing the final amount. Each time I brought this fact up the chat magically disappeared. Really dishonest and deceptive practices!
The picture is tonight's website. It shows a totally different price and a similar banner to what I saw.
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Helpful (4)
January 21st, 2022
In the last 2 weeks, I placed 3 orders via their online store 2x and phone order 1x.
Out of the 6 items ordered, I received cancelation emails for 3 items within 6 to 36 hours (varied with each order).
I called Customer Service after the 2nd itme cancelation to inquire why this was happening.
Short answer: their inventory and website are not accurately synched, and with items that are low in stock, they allow orders to be places for inventory that no longer exists.
This leads to "surprise and disappointment" for the Customer. And I have never experienced this while shopping on other e-commerce websites.
50% of items I ordered were canceled after I ordered them.
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Helpful (2)
June 12th, 2020
On Mother's Day I placed an order totalling over $600. A week later I was informed some items were no longer in stock and that the remaining items were being shipped. I was charged $422.53. I received someone else's order totaling $120.76. I have contact Ann Taylor on numerous occasions and no one contacts me back. I want my MONEY and do not recommend this business to others.
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Helpful (3)
September 26th, 2021
I purchased some clothes online in July. One of the dresses was not a great fit and I didn't realize it for a few weeks since I had purchased it for a future event. By the time I could get to the store to return it, it had been 5 weeks since my purchase. I had my receipt. Ann Taylor did NOT refund my full amount paid even though I had a receipt. I understand receiving credit after 30 days, but not the full amount? Even though I had a receipt? I received about 60% of what I paid as credit. I consider this stealing and is unacceptable in my experience. I will not shop at Ann Taylor again.
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Helpful (3)
July 24th, 2017
It was my first time buying from Ann Taylor, and NEVER AGAIN! The photos on their website is too different from the real thing (see attached photos)! Quality is okayyy.
At least the fabric looks like it won't tear, even though I really don't want to keep this thing.
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Helpful (3)
August 9th, 2022
I ordered a dress on Ann Taylor online yesterday. The order confirmation stated my account would not be charged until the order shipped. My account was immediately charged, ok, that meant my order was shipped. This morning I receive an email stating they canceled the order, well they did not cancel the charge. Then I called them, the idiot on the phone LIED and said the account had not been charged, I am looking at the charge on line. Then I asked for a supervisor and am still on hold. Bottom line, this is fraud, they do not deserve your business. My last order and I took screen shots of my account and the emails from ANNTAYLOR. They should be sued into oblivion. Last order with this company, and their entire customer service department is staffed by people who barely speak english.
Tip for consumers:
Do not ever purchase anything from these over priced scam artists
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I purchased a dress online and was sent an email that they would not charge my account until the order shipped. They charged it immediately. I figured good, must have been shipped at order. Then this morning I receive an email that they canceled the order and I had not been charged. I screen shot the charge to my account. So I called customer service. That's where I met the most condescending Ebonic speaking female on earth who LIED to me and said my account was never charged while I am looking at the charge. I asked to speak to a supervisor and was put on hold. Never got the supervisor, reported Ann Taylor to my bank for fraud. This is wire fraud. These people are a disgrace, I will never order anything from them ever again.
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Helpful (2)
October 18th, 2020
I visited the store in Southaven, MS on 10-12-20. I was not greeted by anyone nor was I assisted by anyone as I looked around at some of the selections. I have been a big Ann Taylor shopper until now. I regretfully noticed that when a white lady came in she got royal treatment "WELCOME TO OUR STORE!"
"IF YOU NEED HELP WITH ANYTHING AT ALL, JUST LET US KNOW?" I was so disgusted that I walked out! This is sad!
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Helpful (4)
June 18th, 2020
I ordered 2 items online and my credit card was immediately charged for the items. After several weeks, I noticed that the items were shipped to an incorrect address. Now 3 months later, I have not received a refund for items I never received. I keep getting messages saying that they are looking into the matter. They have my money and I do not have the items I paid for. I am at a loss as to why it is taking this long to solve the problem. I would never order from them again!
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Helpful (2)
December 27th, 2021
Received two AnnTaylor items as a gift. One far too small. There are no Ann Taylor stores within 100 miles. Calling customer service, they are located in the Philippines. This process took me 90 minutes to complete. Anna in customer service gave me the wrong information several times. The shipping method is not satisfactory for a return nor is the return policy satisfactory. So many major retail outlets provide free shipping and free returns. This is the norm with prestigious stores like LOFT, Macy's, JCPenney‘s, Nordstrom, Costco, Eddie Bauer etc.
At this point I'm just going to forget about the return, and give the item away. I got no satisfaction on the phone as the return shipping method is not available!
CAUTION SHOPPING ON LINE WITH ANN TAYLOR!
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Helpful (1)
October 4th, 2018
I placed an order on Ann Taylor and forgot to include a unit number of the address. I called immediately and was told there was nothing they could do to help me. I asked to speak to a supervisor and was put on hold and then told there was no supervisor. She then hung up on me. I am a prolific on-line shopper and had been a loyal Ann Taylor customer. That will be my last purchase with them.
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Helpful (30)
July 26th, 2018
When I placed an order for one pair of pants, Ann Taylor hit my bank account 5 separate times for the same purchase amount leaving me with $1.26 in my bank account. I suspect if I had more funds in my checking account, they would have gone for much more. When I called Ann Taylor they told me that it was my mistake, that I must've left my shopping cart, or had an error on my end.
I had one submit and one confirmation email from Ann Taylor with the correct amount so I never thought to look for numerous duplicate charges to my bank account. I got off the phone with Ann Taylor feeling violated.
Ann Taylor's customer service told me they would not refund the 4 other single line item charges for 5 to 10 business days. They were rude, dismissive and nasty to me. My bank should have stopped the hit after hit after hit -- numerous identical charges, but they did not. They did, however, reverse the charges on Ann Taylor.
This conduct, on the part of Ann Taylor, constitutes fraud. I suspect they did this to thousands of online customers in order to finance a failing clothing business.
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Helpful (29)
July 22nd, 2020
This is first time ordering from Ann Taylor Factory and definitely will be my last!
My situation: placed an order back in June with the understanding that my order maybe delayed due to COVID-19. Ok that was fine with me. Items shipped out from their facility a month later. The package was addressed to me but had the wrong order: I received another customer's order with billing invoice. I contacted customer service via text and received response an hour later. Customer Service agreed to resend me my order and issued label ("at no cost" to me they said. Lol) to ship back the Package to them. That same day, I received an email confirmation that my order has be shipped; 3 days later I received another email telling that item is no longer available. They didn't apply refund so I contacted them again.
This time I was asked if I wanted price adjustment when I especially asked for refund. They applied the wrong amount (75% less than what I paid) and argued back and forth until I got the correct amount in refund.
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Helpful (3)
December 12th, 2020
I waited on hold for a 1/2 hour as there was no way to return a gift online. After40 minutes on the phone trying to figure out how to exchange a gift I was told I could not exchange it. The only way it could be exchanged was if the person who purchased it exchanged it.
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Helpful (1)
July 4th, 2016
Wonderful to be notified about $35 dresses and the biggest sale the following day... Very unhappy that customer service could not edit, cancel, or honor simple price adjustments (or do anything really) within 24 hours. I was told my only option was to refuse the 8 day shipped items (which I had to pay $8.99 for even though the order was about $159). I was told the only manager would say what the rep. Was saying, that the stores could not help, and I could send an e-mail if I wanted to offer feedback to the corporate offices. Honestly terrible experience and I hope I like the overpriced, non-returnable, slowly shipped dresses...
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Helpful (4)
January 8th, 2017
Would not issue store credit for a gift I received from my daughter. I had the receipts and packaging slips. The Cherry Hill, NJ store would only issue a credit to my daughter and refused to give me a store credit because she didn't purchase a gift box with a gift receipt. Not a customer friendly policy - neither my daughter nor I will shop at Ann Taylor again.
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Helpful (5)
August 21st, 2017
Have bought from them some years ago as gifts. Went back, ordered $200 worth of items, and then get a red text error about paypal - no description of what's wrong just that the site has an issue processing right now.
Maybe it's a small issue, but in this era seems crazy. I contacted help and they told me I needed to call in, and obviously if i do that paypal is not an option. Bought elsewhere with paypal immediately before and after.
No faith in the company's website if they cant handle a paypal integration, Im not going to put my credit card on their site and I'm certainly not going to wait around for them to answer their phone. Also brings to attention that their standard shipping is 8 days!
Sorry - I'll buy elsewhere. At least I have a little clearer understanding about why traditional retailers are getting their clock cleaned. Loft - your competitors have set my expectations too high, and you currently aren't delivering.
I don't have a recent opinion of their clothing, and it's unlikely that I ever will.
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Helpful (4)
January 24th, 2023
I've been shopping at Ann Taylor for years. It has been one of my go-to shops. While they are expensive, the quality of the clothing is generally very good. However, there has been an issue with my last 4 or 5 orders. While the items appear as in stock and I am able to order, I later get an alert that some of the items I ordered are not in stock. Just my luck that it is usually the items I'm most looking forward to receiving. It even happened with outfits I ordered for my mom's funeral services. This is rather frustrating. I hope AT updates their records more frequently to ensure that customers can actually receive the items they order.
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June 9th, 2018
I used to love the clothes, but be careful if you need to return something. I wore a pair of cotton pants once, washed according to the instructions and they came out looking shabby. The local store in Stamford, CT refused to take them back. I had to return at a cost of $7.95 through the mail. The local manager was rude - she actually said that she couldn't take them back because she couldn't resell them - no joke, the pants are defective, why is reselling a condition of returns? I will never buy from Ann Taylor again.
Also - I wrote this review of the pants I bought and Ann Taylor has not posted it!
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