Ann Taylor Reviews 154

I ordered a $1000 suede coat on Oct 9th that was never submitted to UPS for shipping. I waited until 1pm days after the label was created and have contacted customer service every 2-3 days since then to either demand a refund or have them ship me a replacement coat within 48 hours. Every time, no manager is available to speak with me, they take notes and ask for it to be reviewed etc. NOTHING resolved, no solution offered and I'm currently out just under $1100 dollars with no resolution in site and it’s approaching a month now which means they will start accruing interest on what they owe me. Next step is a phone call to my attorney.

They will steal your money. I wouldn’t order from them online. My card was charged four times for items out of stock; they won’t communicate that they’re out of stock - order Josie says processing. I returned the two items I received since I purchased to go with one of the out of stock items and they were supposed to give me a full refund but instead gave me credit for one item but not the other. It took filing a complaint with BBB to get a refund for the second returned item and they still
Gave me a store credit. I’ll never shop at AT again.

The store at the hackensak order a pair of pants size 8 brown when I got the order the pants were a size 2 green thisbpeople that are doing the order better pay more attention to what they are doing.

I ordered slacks at a price of 89.99, eventually got them and they had white marks all over the front zipper area. The slacks by now are on sale for 69.99, so I thought I’d just wash them and ask for the $20 credit. They said I’d need to return them, then reorder. Disappointing. Then I had ordered a sweater which never came. Apparently they were out of stock-but they weren’t when I placed my order. Poor customer service.

I have decide to write a second review of my absolutely horrible first / last experience with this company . Have begun filing a formal BBB Complaint against Ann Taylor for bogus business practices- whether intentional or professionally careless . Would encourage others , if you desire to do the same . Should be OUT OF BUSINESS ALTOGETHER. Ann Taylor is being run by an investment Equity Firm - not a retailer who cares about customer loyalty ! Ann Taylor owes me money (a credit to my credit card for a sweater they issued a return label for and admit they have it in their possession , but have FAILED to credit my card fully !) Step aside Ann Taylor and let other retailers function as you CANNOT! Disappointing .

Their chat system is deplorable. The quality of items have gone down. Shipping them in a bag that causes wrinkles in the garments which then has to be professionally pressed. Have to pay for returns even though there is no store near me to return an item.

The price is outrageous for what you get. Will take my business elsewhere! This is probably why they are shutting down many stores!

Temu is better than them at present in every way!

I have been trying to return my international items for 2 weeks. I emailed and asked to raise the return request several times but no one responded.
I called their call centre (USA number) 2 times. Seems like the agents were in Philippines and said that they don't deal with Intl returns. One of them raised a return request and sent me a waybill for USA to USA instead of UAE to USA. Finally, nice guy called Yulio answered my call on the customer service line on the 3rd try and helped me finally and escalated the issue but what a nightmare!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Order no: 990144611273
Order Reference Number: E4X001098094914

Never got my order and there has been no follow-up after three attempts to reach out to customer service. Shopped with Ann Taylor for over 35 years, but never again.

This place sucks. The customer service is horrendous. I bought a couple tops at an outlet store and loved them so I shopped online thinking it would be a good experience. It was not. I bought one top (thank God it was only one) and it fit really strange. So I wanted to return it. Tried to email and that is impossible. Used their return feature on their website and it said my order didnt exist... Sent a text that the recommended sending and it took HOURS for someone to respond. In the meantime I did call and got someone to provide a return label. They have not had my return for 12 days and still no refund. So, I reached out again with the order number and they said they needed the tracking number THAT THEY PROVIDED ORIGINALLY. It is like they are going out of their way to make returns a pain for people. Will NEVER shop online here again.

I had a very unfortunate first time purchase from Ann Taylor online. I was excited to try this place due to their petite + curvy options. The clothing itself was nice but the customer service and poor order processing makes it not worth it to shop here.. you’re basically gambling your money.

The first order I placed every piece was huge even though I went by the size chart. I needed to change “return to store” to “return via UPS” as I learned there was no physical store in my area. It was so hard to make contact with someone as I couldn’t change this on my end.. took over 24 hours for a response via chat and no response via email. Finally when someone did respond they simply ignored my actual question and sent me the link to the return portal which is not what I needed. It took another two days to get my response answered. They received my return Thursday August 21 and I’m still waiting on my $500+ refund.

I placed I second order on Aug 14 since they don’t offer exchanges online. I’m still waiting for 2 items (petite plaid vest in size 0 and 2) that say they are “processing”. I emailed customer service to get an update and received an automated response that someone will reply in 24 hours. That was over 2 days ago! So far I’ve spent over 1k between the first order i’m waiting on my refund from and the second order that I only received half of. I’ve got 3 pants to show for it lol!

Ann Taylor is the queen of over promising and undelivering. They pull you in with the cute Pinterest ads and leave you hanging onto hope with promises to reply in 24 hours if you have an issue. They don’t care about you and need to spend less money on ads and more money on actually serving the people that are forking over their money! I will NEVER EVER give this place another penny! I wish I would have taken these warnings seriously! AVOID at all costs! I will tell everyone about my horrible experience!

On August 24th at 2:15 AM PST, I placed an order for two items on sale. Immediately after checking out, I noticed that the system had defaulted to my old address in Massachusetts, even though I now live in California. Because the order was placed outside of Ann Taylor’s customer service hours (10 AM – 8 PM EST), I had no way of contacting anyone within the “60-minute window” the company requires for changes, and there was also no way to correct the address online.

Later that morning, I called customer service and spent over two hours in total on the phone, speaking with two different representatives.
• First representative: Michaela (23 minutes)
Michaela told me that nothing could be done since more than 60 minutes had passed since I placed the order. I explained that this policy should not apply to me, as the order was placed outside business hours and I had no possible way of correcting the mistake. Her “solutions” were unhelpful: she suggested I ask someone at my old address to pick up the package (impossible), or that I change the delivery through UPS or USPS. She wasn’t even sure which carrier was being used—first saying UPS, then changing to USPS—demonstrating a lack of clarity.
When I questioned how I could change the address myself if Ann Taylor had already specified the shipping information, she couldn’t answer. Eventually, after speaking with her manager, she told me I would just have to wait for the items to be delivered to the wrong address and then request a refund. This made no sense. To make matters worse, she said my “item” would be refunded, only to realize after I corrected her that I had more than one item in the order. I asked multiple times to speak with a supervisor, but every request was ignored. The call was eventually disconnected.
• Second representative: James (1 hour 8 minutes)
I called again and explained the situation. James acknowledged the previous notes but once again repeated the same script: I should have changed the address within 60 minutes. I explained, again, why this was impossible in my case. I asked to speak with a supervisor several times, but my requests were ignored. James would repeatedly place me on hold and return saying he couldn’t reach a supervisor. After more than an hour, he finally said a supervisor would call me back. I refused to hang up until I could be connected directly, but I was placed on hold indefinitely, and no one ever picked up. Unsurprisingly, no supervisor ever called me back.

At the end of all this, the order still shipped to my old address. Despite multiple good-faith attempts to resolve the issue before the order was processed, I was left with no real support, no escalation, and no accountability.

The entire experience was unacceptable. Customer service staff repeated rigid policies without considering the actual situation, gave me contradictory and impractical instructions, ignored my repeated requests to escalate to a supervisor, and ultimately wasted hours of my time.

As a long-time customer, I expected far better from Ann Taylor. Instead, I was met with indifference, misinformation, and a complete lack of customer care.

Took weeks for the order to ship, arrived damaged with missing buttons. Shipped back, they received the package on 8/14, 11 days later and no refund.....had to call and wait on hold to have them process the refund. Poor customer service, poor quality, will not shop with them again. What a shame, they used to be reputable.

I bought from Ann Taylor in the past and have not had any problems with returns or getting customer service to help me when I’ve had issues. The experience that I just recently have I will never order for them again. I spent two hours on a phone call trying to get a return label sent to me since it wouldn’t work on the website Now my package has been returned, but I have not been refunded. It’s been three weeks. Do not buy from Ann Taylor. They will be bankrupt in no time because they have zero customer service.

The shipping has gone down terribly. They continue to ship to incomplete addresses. You have to spend an hour on hold to reach them and they are expecting your call. They will resubmit the order and give you free shipping but who wants to go through this every time they make an order? Do better Ann Taylor.

Finally got through to a person on Sunday. I point blank said if you can't tell me my three orders (two of which were 2 weeks old) have shipped, I want to cancel them. She did, and had the nerve to say "Oh don't worry you won't be charged!" I just laughed!

Horrible customer service! Their chat option is awful and after waiting an hour to speak to someone who barely speaks english they give you no useful information — only to call back tomorrow. No one can tell me why part of my order is still processing after 10 days. At this point I no longer want it. I want a refund. I will never shop with them again. Their merchandise is way overpriced and the quality has go e downhill over the past few years.

It amazes me that this company manages to stay in business. While I have few complaints about the merchandise, the customer service/online presence borders on abusive. After experiencing hour-long wait times (while horrible music blasts in my ear- do they do this on purpose, to discourage the consumer from waiting, from addressing the problems that they cause? Hmmmm....), shipping nightmares, I've finally decided to write a review. I'm writing this review to be proactive while I wait and wait and wait for someone to answer. I spent over 150.00 at Ann Taylor for merchandise- not to mention shipping fees (to add insult to injury), which after 10 days, IS STILL PROCESSING. One item is in limbo waiting to be picked up. This is their M.O. You pay for shipping and wait for more than ten days for the item to be picked up. At the moment the recorded message is telling me that they are currently expeirencing high call volumes- WHY, I wonder? Doesn't take a rocket scientist to guess.

I ordered a top to be sent to me in UK. Totally forgot USA sizes are different, had to return the top….its over 5 weeks now and I still haven’t received my refund, I know from DHl communications that they have received my return.
I’ve sent numerous emails and they just aren’t answering.
I’ve now sent a letter to their ‘Vice President’
Hopefully they will step in and I’ll get my refund.

Beware of their online shop!!!
Watch out when shopping online! I had to return something, and ever since, my credit card keeps getting put on hold every week for the amount of my order—even though I already sent it back. Super frustrating. I won’t be buying from them again.
Update: A couple of weeks later I get an email telling me the dress is shipped to me!! I've not ordered it again. They are so lost!

the 2025 clothing line looks too masculine; the colors, the models' stance, the expressions, the way the blouses are cut... etc. Ann Taylor has always brought femininity with style with its products and now it just looks cheap... NOT tailored and sophisticated. I've always been more than willing to pay more for Ann Taylor clothing. I'm disappointed.