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
Factory store offers petite and sale sections with limited sizes per item.
“They have a robust petite section, sale section and jewelry section.”
Order cancellation was promised but ignored and return required.
“both representatives verbally confirmed that the cancellation would be processed.”
Customer missed a better promo code and wants a retroactive discount.
“I want a retroactive application of promo code STYLE50 on my order.”
Expensive coat never shipped despite repeated customer service contacts.
“I ordered a $1000 suede coat on Oct 9th that was never submitted to UPS for shipping.”
Company failed to deliver items and is withholding $1100, prompting legal threats.
“they are sitting on $1100 of my money”
Received broken, used shoes; refund issued but disappointing.
“delivered to me broken and used!”
Multiple charges for out-of-stock items and refunds issued as store credit.
“My card was charged four times for items out of stock;”
Accuses company of scamming customers on exchanges and return shipping.
“Scam their customers”
Received wrong pants size and color due to order mistakes at the store.
“the pants were a size 2 green”
Multiple packages lost due to mislabeled shipping and unresponsive customer service.
“Multiple packages were lost due to being mislabeled.”
Slacks arrived with white marks and a separately ordered sweater missing.
“they had white marks all over the front zipper area.”
Shipping errors and failed return credits caused prolonged unresolved issues.
“I was treated poorly and never received my $17.90 credit.”
Items not delivered and customer service was unresponsive and unhelpful.
“she was unhelpful and was unable to explain to me the situation and simply left the chat.”
Customer service refused to properly assist with address change and failed to escalate.
“the order still shipped to my old address.”
Order arrived damaged with missing buttons and refund delayed despite return.
“Shipped back, they received the package on 8/14, 11 days later and no refund...”
Sandy provided exceptional help selecting a flattering suit.
“Sandy was such an amazing help!”
Order remained processing for weeks and customer service was unreachable.
“one of the item is still processing as of today 8/8/2025.”
Suit order delayed while other items shipped, with no communication or apology.
“they sent the shoes, and shirt already, but not the suit.”
Return process failed with long hold times and website unable to locate order.
“I spent 2 hours on hold trying to do a return.”
Store required loyalty account info for exchanges and returns contrary to receipt.
“They wouldn’t let me do it unless I gave them all my information for a “loyalty account”.”
I’ve used the Infinite Style rental program to make sure that I’m wearing the best clothing for each occasion, and for me, the results have been incredible. I’ve wanted to be able to wear high-end clothing, but I couldn’t because it was too expensive. I like to switch up my style by purchasing new designer clothes frequently, which means that I had no chance of affording an entire designer wardrobe. With Infinite Style, you can rent a beautiful huge selection of dresses and accessories. So far I have rented several dresses from them and have been very happy with the quality of the dresses. They also go out of their way to make sure that you are completely satisfied with your experience. And the best part of the rental program is that I take them back when I’m done. What an amazing way to try on dresses without risking being stuck with something you don't love!
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.