Reviews repeatedly describe order and fulfillment problems. Multiple customers say refunds came as e-gift cards and that they were charged for return shipping. Several reviewers praise store sales staff and how the garments are made. Ratings show a clear split: online purchases often get low scores, while some store visits earn high marks.
Examples from available reviews (Nov 2021 – Mar 2026).
Cancellation processed into a gift card with poor communication and no apology.
“refund would be issued in the form of a gift card”
Multiple packages lost due to mislabeled shipping and unresponsive customer service.
“Multiple packages were lost due to being mislabeled.”
Saleswoman provided exceptional personalized assistance and is highly recommended.
“Sales women, Veta Jackson, is amazing.”
Clothes are well-made, reasonably priced, and staff professional.
“Beautifully made clothes. reasonable priced, particularly when on sale. . Professional staff.”
Reviews frequently describe fulfillment breakdowns. Customers mention cancelled items, partial shipments, lost packages, and long processing times. A smaller group highlights helpful, personalized service in stores.
Many complaints focus on refunds issued as store credit or e-gift cards. Reviewers also mention return shipping fees, promo codes rejected after the fact, and rewards not restored when orders never shipped. A few reviewers point to sales and fair prices when items are discounted.
Store visits range from attentive help to no greeting or acknowledgment. Many reports describe long hold times and emails that never got a reply when dealing with online accounts or returns. A small number cite specific friction points, such as having to provide loyalty account details to make an exchange.
Several reviewers praise solid construction and a good fit. Others report items arriving damaged, stained, or defective, inconsistent sizing, and materials that fail after one wear. Both positive and negative product experiences show up across reviews.
Many reviewers say they received no notice about backorders, cancellations, or shipping delays. Multiple complainants report that phone and email support went unanswered or required long holds. Some also describe confusing refund handling and e-gift cards that did not work.
Reviews show a sharp split between online service problems and better in-store experiences. Negative feedback centers on shipping, refunds, and slow or missing support responses. Positive notes focus on helpful store associates and satisfactory garment quality.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · yelp.com (20) · consumeraffairs.com (10) · bbb.org (10) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Cancellation processed into a gift card with poor communication and no apology.
“refund would be issued in the form of a gift card”
Reviewer experienced poor customer service.
“Poor customer service.”
Two-package order partially undelivered and customer service was unhelpful.
“the customer service was unacceptable.”
Order had a backordered item with no notification or updates.
“I was never notified.”
Credit card discount didn't work and returns charged shipping fee.
“The also charge $9.95 shipping for returns”
Many ordered items were canceled without explanation despite being listed online.
“they were "no longer available online or in stores.”
Reviewer claims no gift cards and calls company scammers.
“no gift cards at all, they are scammers only...”
Product quality met expectations and customer service was helpful.
“Great product and excellent customer service the quality is very good and works exactly as described.”
Pants ran much smaller than expected and a paid sweater missing.
“size 6 pants are MUCH too small”
Store staff greeted and helped wife with suit shopping, overall excellent.
“Finally actual customer service again!”
Refunds issued only as e-gift cards and PayPal refunds refused.
“Only refunds in e gift cards.”
Sweater's silver thread kept unstitching after one wear.
“the silver thread of the sweater keeps unstitching”
Helpful sales staff and good value with organized store and sizes.
“Great selection and variety of sizes available, nice sales lady helped.”
No greeting or acknowledgment from store staff during visits.
“there is zero service”
Factory store known for classic women's clothing and outlet location.
“This store is known for its classic clothing designs for women.”
Company refused to remove a late payment after an honest mistake.
“They refused . No mercy....SMH.”
Attempts to return a gift received no responses from customer service.
“Have tried to return a gift for more than one week and no email replies (despite 24-48 hour “policy”);”
Order shipped piece-by-piece, packages lost, and customer service unhelpful.
“Packaging on an order with four items - ships one item at a time.”
Item marked delivered but not received and customer service unreachable.
“They claimed my item was delivered, but I never received it.”
Order partially delivered in separate shipments with canceled items.
“Over 4 weeks in I only received half the items”
Order stuck processing for weeks with long hold times.
“my order is still processing in the Ann Taylor system after 2.5 weeks.”
Company did not refund rewards for orders that did not ship.
“They will not return our rewards with unshipped item.”
Refund was issued as e-gift card and money not credited.
“They then removed all money from the gift card WITHOUT CREDITING MY ACCOUNT!”
Order cancellations and stock issues occurred without notification and poor communication.
“Ann Taylor's customer service is awful.”
Received a cancellation notice upon arrival for a low-stock order.
“I received a cancelation notice on my order which was okay because it was low stock when I ordered it.”
Large factory store offered modern styles and a range of sizes.
“the store was large, with a range of clothing sizes”
Reviewer found items at Memorial City location after wide search.
“the Memorial City location had the items in”
Returned online purchase and noted store closing with 60% off.
“Everything in the store is 60% off and final sale.”
Most staff didn't greet or acknowledge customers, with one exception.
“no greeting nor acknowledgement.”
In-store return service was unhelpful and staff unaccommodating.
“Ladies were not very nice. Not helpful.”
Order expected by date for special event did not arrive as promised.
“I was informed that my order would come on 11/30”
Items not shipped as promised and only store credit provided; return shipping charged.
“And they will charge $9 for return shipping when I return the scarves.”
Wrong item sent and long delays to receive refund.
“It’s been fifteen days since they told me on the phone that they received the package”
Return confirmed but refund failed; gift cards invalid and unresolved.
“When I tried to use the e gift card I received a notification reading not found.”
Associate said a buy-one-get-two-free jewelry promotion, reviewer selected earrings.
“if we buy one item we get two free.”
Enjoys sales, perfect fit, and wonderful service at the mall.
“service is wonderful”
Saleswoman provided exceptional personalized assistance and is highly recommended.
“Sales women, Veta Jackson, is amazing.”
No greeting or acknowledgment from staff and poor in-store experience.
“never was greeted nor asked do I need assistance.”
Clothes are well-made, reasonably priced, and staff professional.
“Beautifully made clothes. reasonable priced, particularly when on sale. . Professional staff.”
Store mainly carries fancier suits, lacking casual items seen online.
“It's mainly the fancier suit items”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Ann Taylor is a U.S. womenswear retailer selling dresses, suits, pants, sweaters, and accessories. It operates full-price stores, outlet locations, and an e-commerce site for online orders. Store teams include sales associates who help with fittings and purchases. Online shoppers can use customer accounts to place orders and use standard return options. The brand focuses on professional and contemporary wardrobes with coordinated clothing and accessories.