Unhappy with Ann Taylor - YouLookFab Forum

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Unhappy with Ann Taylor

Thistle

Veteran

I purchased a ponte knit skirt at Ann Taylor in October very similar to the two I purchased last year but a different color. After one wearing, the zipper on it doesn't work. It zips, but the teeth don't stay together even if it is just hanging on a hanger.

I took it to a seamstress, and it will cost me over half the price of the skirt to have a new zipper put in.

I am furious. I e-mailed their customer service, so we will see what they do, but I just emptied my cart. I was going to purchase the same skirt in blue and have decided to try Talbots instead. I also put back two jackets.

Anyone else been having trouble with AT quality?

Shopping

26 replies

Latest reply was from Snowqueen

Lisa

Veteran

I have not purchased anything from there this season so I cannot speak to current quality. Sorry to hear about your skirt.

Emily

Veteran

That is SO frustrating! I would expect them to give you a refund - both BR and Express have refunded my $ in the past year for similarly irritating defects: The print on a dress bled with one wash and sweater that frayed during the first wear, respectively.

Shirley

I noticed that their suits are not wool blend anymore. Other than that, Things I bought this season have not broken down yet, but I only wore them once?

Suz

(website)

Veteran

They ought to refund your money, I think. That is unacceptable.

I haven't bought anything at AT recently. I tried to (I have a gift card there and at the Loft) but I could not find anything I liked and part of it was my perception of the quality -- it didn't seem as high as in years' past when I got some very nice items from them.

Debora

Veteran

Thistle, did you try taking it back to the store? I agree with the others that they should either refund your money or replace it.

I recently went into Bed, Bath and Beyond to purchase a new iron. When I mentioned to the SA that my old one had stopped working in less than a year, she told me to bring in my old one and that they would replace it free of charge. I didn't even have to show the receipt (which I no longer had). I wish more stores would offer this type of customer service (I know Nordstrom's does), and they will continue to get my business.

allenink

(website)

Sorry to hear -- that shouldn't be happening on a skirt that's less than a month old! As others suggested, have you tried taking your skirt back to a store? I had a similar problem with the zipper in a pair of AT pants I bought a year or so ago -- I brought them back into the store and they replaced the pants free of charge.

Thistle

Veteran

Not sure the store will help me as they only carry up to a size 12 in store, so all of my purchases have to come from online.

Maybe I will take it in anyway.

unfrumped

Veteran

Sorry to hear that, for you and for me, as this fall I bought quite a few things there, and it's too soon to tell if there are any problems. I did not have any problems with a slew of AT pants and jackets and several tops that wore well for years ( but quality may have changed). Their jackets don't really "get me," but some of the pants & skirts are among the few that fit, so I'll be irked if zipper or other quality is poor. Also tried some knits, including cashmere and merino, for the first time so don't yet know the pilling propensity. Time will tell.

Go Talbots!

Gigi

Veteran

Thistle, I would definitely take it back to the store. I imagine there's something they can do regarding waiving the shipping fees on a replacement too, since they don't carry your size except for online. I say, stick it to 'em when their products are crummy! Manufacturers need to know when stuff is not up to snuff.

lisaflex

Veteran

i think their quality is slipping. lets just hope not as much as the loft has

Day Vies

Veteran

I am so sorry about your experience. It's truly a sign of the times when a retailer refuses to stand behind the quality of their product. I'm finding more and more often that I should prepare to gain experience (which is what you get when you don't get what you want). I have not been an avid Ann Taylor shopper in years but I know that I don't like shopping at LOFT which I've walked through several different stores over the years and even recently and never have been asked if I needed help from one person ever.

Angie

(website)

Fashion Stylist

This would make me furious too. Let us know what customer service says. Good luck.

Thistle

Veteran

So, I first heard from their customer service team today that I had to return the item to them using the prepaid shipping label that came with the skirt. I don't have that anymore as I thought I was keeping.

So I replied to them accordingly and asked what I should do.

Their response was that because I wore it, even if only once, they could not exchange it even though it was defective.

Of course, I had no choice but to buy online as they don't carry my size in their store.

I may try to take it back to the store to see if they will help me.

Overall, I am very unimpressed with their online customer service team. I am not sure I will be spending much of fashion budget with them even though they had been one of the top 3 stores I had shopped with. I expect a skirt to last more than one wearing.

pil

Veteran

What a disappointment, Thistle. Now that I think of it I asked about exchanging a pair of pants I bought there over the summer. They stretched out so much after one wear they were unwearable. I inquired about exchanging, not returning, and was told "no" because they had been worn. I ended up having them taken in.

DonnaF

Veteran

Thistle & pil: Did you post online reviews of your experiences? I find such reviews extremely helpful. And you folks have reminded me of why I am such a loyal Nordstrom shopper as I cannot imagine Nordstrom treating their customers this way.

Nicole D

Veteran

I would try to get an actual human being on the phone. If possible. But what a pain!

gryffin

Veteran

Thistle - that is awful. In the 80's & 90's pretty much my entire wardrobe was from AT. I still have jackets which I have had relined from that period because I love them and they wore incredible well. Sometime in 2K they changed their sizing or their fit model. Before honestly is was all made just for me. I also, like you found that their quality was not what it used to be. I buy something occasionally now but I am often very disappointed. I really miss the old AT. Feeling your pain and hoping they get their act together and do the right thing. Fingers crossed!!

Sona

Veteran

Thistle: just a thought: maybe using social media to your advantage- posting on their facebook site about your terrible experience. I think they will contact you asap with a solution if you go that route.

Emily

Veteran

Hey Thistle, sounds like you got an unhelpful rep via e-mail. I think usually you get a new customer service person each time you message, no? I would either call them or respond again to the e-mail that you expect them to send you a shipping label to return the defective item for a refund (or exchange). In my case w/BR and Express I had already worn (and/or washed!) the defective item and they were accommodating It is a surprise to me that AT wouldn't do the same.

Peri

Veteran

Wow, it was bad enough at first, but their response is unacceptable. I would try again, this time on the phone so you can argue back.

I think their quality is slipping too...I wonder if it has something to do with their rapid turnover. They keep coming with with whole new collections all the time...they are becoming fast fashion.

Disha

Hey,
You should really take it into the store. I am not very good about returning things, but this one time I did return a pair of pants I bought from AT (online) to the store, after wearing them.
They were wool and lined. The seam of the outside wool part unraveled, while the lining was fine. The SA accepted the return without any issues.

Angie

(website)

Fashion Stylist

I echo Sona. I would try posting the story in a very calm and polite manner on their FB page.

lyn*

(website)

Veteran

I'd recommend blasting them on their Facebook page too - I have had to turn to this when people have been unreasonable and annoying to me online.

Angie

(website)

Fashion Stylist

No. Don't blast AT on their FB page. Someone who is calm, logical and frustrated has a much stronger effect than someone who is ranting and hot under the collar.

Adelfa

Veteran

I too have had quality issues with AT. I rarely buy from them anymore.

Snowqueen

Over the many years I have shopped at AT, I have had a few defective items such as zippers that broke, a sweater that unraveled on the first wearing and a buttonhole that came unstitched. I have never had any trouble returning anything that was truly defective even if it had been worn.

i would take it back to the store and see what they say.

I agree that their quality is slipping.