Ann Taylor Avis 

I would like to give a zero rating, but you are obliged to give at least 1 star. Unexisting customer service at AnnTaylor. I wanted to return my package from Europe to the US (colours didn't correspond with the pictures on their website) but this seems impossible. We chatted, phoned and sent several e-mails but we have the impression that they just laugh with their customers. Those people at customer service are paid to do nothing. We will never order again at Ann Taylor.

Credit card charges for not going paperless. This is not disclosed and hidden in fine print. Refusing to pay it results in late charges which they refuse to waive. Customer service was rude and extremely unhelpful. We will NEVER buy anything from this organization again (this means all of their stores). They lost a loyal customer for a very stupid reason.

I will admit the initial issue was my own fault. I typed in the incorrect shipping address; however, I immediately called the customer service line to attempt to cancel the order or change the shipping address. I was on hold for over an hour and a half and the first customer service rep told me that because I waited for over an hour to call, he couldn’t help me. After a debate about that and getting now where, I insisted just cancel my order. This first rep said he canceled my order.

Feeling uncomfortable with how that was resolved, I called to confirm it was canceled. This second rep said it hadn’t been canceled, but he would cancel for me and send an email confirmation.

One week later, no cancellation confirmation email, the entire order has now shipped to an address I cannot receive mail to and the charge is still pending, so I cannot yet dispute the charge.

An email rep has gone back and forth me asking for more information and repeated information, I’d already given.

This is just terrible, especially for how esteemed their brand among others. Absolutely terrible!

Should have learned my lesson the first time it happened. Placed 3 orders with them in the year. Shipping and delivery is horrendous. They take like two or three weeks to ship. Also customer service is non-existent.

Absolutely horrific service. I ordered a large order and realized that they shipped it to an imaginary address when I got the shipping notice - some garbled combo of several prior addresses. They limit both the recipient and UPS from making changes to the address once the item ships. I learned this after waiting on hold over TWO HOURS at which point I used their call-back service (never called back). I contacted them via chat and the individual was extremely unhelpful. Evidently there is not a sole individual in the entire international corporation who can change an address either online at UPS or by calling UPS. I am currently on hold again. If this item that they’ve shipped to the imaginary address does not get returned to them, I am out hundreds of dollars. I will never order from these crooks again. Screw you, Ann Taylor, for your horrific, lazy service. Awful.

I have ordered several items from AnnTaylor.com Their entire process makes it all impossible. So in the process, to cancel something within an hour, is impossible because emails are held off until after closing and on hold for over 45 minutes to get through. While an order is in Processing, they can't cancel anything. So in RETURNS, every time... every time... it doesn't allow me to pull up the postage label. It says "Oops, only put in the order number" -- oh boy, that happened on EVERY return. We will see how these get back onto my credit card, and they better, because I'm within the 30-day timeframe. Very poor customer service. I don't see myself buying anything else here again. Chat doesn't work, nothing works to get through.

Poor customer service.

Extremely disappointed with my first and last experience with Ann Taylor. I placed my first ever order and one item was apparently on backorder, but I was never notified. There was no email, no update, no communication of any kind. I only found out because I received a review request asking me to review my items, yet the missing item was not even mentioned. When I called customer service, that was the first time I was told it was on backorder. That is unacceptable. A basic order status update is the bare minimum, especially for a brand of this size. The entire process feels outdated and disorganized. This was my first order and it will absolutely be my last. Ann Taylor needs to get with the 21st century.

I opened up a credit card just this get % off my first order. It would not allow me to use the account I just got approved for. I laced an order when I received the credit card thinking it would help at that point since I had the Credit card. Nope it would not let me use the code it gave me from a an insert it gave me for %30 percent off. When I called first they said they were just the credit card company. Exactly, that is who had the offers. After speaking to a manager I was told I would receive a letter in 1 billing cycle. I said by then the bill would be due. First of all I could not understand none of the representatives as they were all foreign of some sort. I had to guess the words. Then a month has passed and I am still missing items. Only after I call to cancel the order. I get a notification the next day saying my 3 items shipped. When they send you the tracking it shows all your items have shipped, but not all of them ship. I received 1 item here and 1 item there. Only to see they ship like 1 item per week. I canceled the credit card. Never get a CREDIT CARD from Ann Taylor. The clothes was very poor quality. The also charge $9.95 shipping for returns.

Awful. I ordered 9 items from their website. Three were shipped to me without drama. But the other six were placed in "processing" limbo for weeks, with no update. Eventually I consulted Ann Taylor's online chat, asking if there was a problem. The chat could tell me nothing, but said someone would email me about my order.

Later that day, I got six auto emails telling me each individual item was cancelled because they were "no longer available online or in stores." I went to the website to check, and sure enough, everything in my order was still for sale on their site, even in the sizes I had requested.

So, we have two possibilities here. Either Ann Taylor flat-out lied to me about these items being unavailable, and just cancelled the order because it was easier than troubleshooting the problem. Or, Ann Taylor continues to sell unavailable items on their website to unsuspecting customers who will never receive them.

Either option is astoundingly lousy, to the level I'd call fraudulent. These guys cannot execute on the task of sending you the things you pay them for. Stay away.

no gift cards at all, they are scammers only...

Good news is at the end of this paragraph!!
Ok, the problem is that the size 6 pants are MUCH too small; I can't even close the waistband and I am a solid size 6. Never happened with any other pant.
Secondly I received these pants but not the other item in my order, a cashmere sweater for which I paid $135. When I checked it said the sweater had been delivered. Right now I've been on hold with customer service for 25 minutes and also started a chat 10 minutes ago but have been advised "all agents are currently busy". SO, the good news is a lovely lady answered my call after 29 minutes, walked me through everything, and it all ended on a good note.
Ann Taylor, y'all need to improve. And keep that lovely lady.

Have tried to return a gift for more than one week and no email replies (despite 24-48 hour “policy”); and no response to their chat nor phone calls. Dead end. Shop elsewhere if you want service or return of your money.

Packaging on an order with four items - ships one item at a time. Days waiting for merchandise, UPS losing packages and on-line "chat" they are worthless and when you finally get a Customer Service from Ann Taylor on the phone - well, maybe if you try calling three or four you may get lucky to find a staff member who understands the entire dilemma and are able to resolve the multitude of issues. I'm sorry to say, at this time I'm awaiting for one more (again different packages with different times) item (which right now doesn't seem to be lost by UPS) and that will be the end of the on-line shopping at Ann Taylor! If I really really like something - I'll try to get to a real store - if not, then move on to Quince - which are excellent.

They claimed my item was delivered, but I never received it. There is no way to reach customer service. The email they provided is no longer active. I sat on live chat for over an hour with no response. I will try to call tomorrow, but I am guessing that won’t be any better. If you have an issue…good luck!

Do not know what has happened to Ann Taylor. They used to be great. However I ordered 8 items over Thanksgiving sales for Christmas and the New Years. Over 4 weeks in I only received half the items, each one in a separate bag over 4 weeks. They did cancel all the other items but they are claiming online I also received a pair of shoes, I did not, so I cannot return the rest of my order! Trying to get ahold of someone on chat and 10 minutes in no one can reply! About ready to just return everything else since it arrived WAY TO LATE and contest with my credit card since there appears no easy way to get ahold of Ann Taylor customer service!

As I sit on hold with customer service, I’ve never experienced the problem I’m having from Ann Taylor but as it seems, I’m not the only one. I just received an order from Loft within less than a week but my order is still processing in the Ann Taylor system after 2.5 weeks. At this point, I simply want to cancel it but that’s not even an option on the website. If it’s processing after 2.5 weeks, you’d think that would be the least of my worries but it’s past the time I wanted to wear the item and I don’t want to pay for it anymore. Sadly, I also went to an Ann Taylor Outlet store that I loved for many years, and the manager was rude to me, because they locked the doors due to AC failure and wouldn’t let anyone in but they stood right at the door scouling to guests wanting to come in when all the other stores were staying open.

Unfortunately, I think Ann Taylor’s days are numbered. It’s sad too because it’s my favorite place to find professional work attire and I love the fit of their clothes. Very sad.

Ann Taylor LOFT robbed me of my money. They issued a return via an egiftcard. I asked that it please be credited to my AMEX, they fought back against that and so I escalated it to Better Business Bureau. They lied to me, promising to credit my account, so I agreed to the solution. They then removed all money from the gift card WITHOUT CREDITING MY ACCOUNT! I lost $75 to this worthless company and hours of my life trying to fight to get it back.

This is cheap, garbage quality clothing to begin with. DO NOT ORDER ONLINE FROM THEM NO MATTER HOW CUTE THE CLOTHES MAY LOOK. THEY WILL ROB YOU! Most people need this money to buy groceries or prescriptions. This is an unethical, garbage company that ought to be publicly shamed.

Ann Taylor's customer service is awful. First, it is very hard to understand what the reps are saying because of the strong language barrier. Second, A coat that I ordered several weeks ago was apparently canceled on their end and they never sent an email stating that they were out of stock and that it was canceled. I only found out after a called inquiring about my order. Third, the website is deceptive. I tried to exchange a coat for a small one and was told they were out of that size. When I mentioned that it is showing you have it online, I was told that even though it showed that they had them online, he just checked the system, and they don't have any. Yet five days later, online, it still shows they have small sizes. Lastly, I placed an order on 12/14/25, and the next day, I received an email that it was canceled without any explanation. When I spoke to someone about the order, she said the order has been released, and you will receive a confirmation soon. When I asked why the email said it was canceled, she said, "I don't know". Fast forward three days, and the status said processing. It is very difficult to speak to someone, and you will be on hold for an hour. I would expect more from Ann Taylor. This will be my last order with this company! Simply ridiculous.

Garbage store with garbage customer service. I ordered two wrap scarves on 11/29 and paid $25 for overnight shipping. I needed them for 12/04. Their estimate showed they should have been delivered by 12/03.

They were not even shipped that week, and I tried to have it cancelled and get a refund for both the shipping and the items. This, I thought, was a perfectly reasonable resolution for a situation AT created. But, no. 5-6 interactions with customer service later, they gave me a $20 store credit and shipped my items on 12/10. And they will charge $9 for return shipping when I return the scarves.

I have been buying professional clothing from AT for 15+ years, but that ends today, and I will also be cancelling my card. Most of their clothes have gone to crap anyway, they barely have any card perks anymore, and their customer service is abysmal for the price their products have risen to. Goodbye and good riddance.