Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Lane Bryant will not credit back my MasterCard which was wrongfully charged for $117.67. It should have only been charged $17.67. The $100 was on a gift card. It got straightened out on second reorder, but initial transaction is not resolved. They send me a $100 gift card. I don't want more clothes. I ***** ********** credited for $100. Invoice number OLBW214122012,dated 1/1 of this year, and invoice # OLBC001088530,dates 1/7,this year. They send gift card via email. I don't want. I want $100 credited to **********. It is rightfully mine

  Business response

  01/23/2025

  BBB:
  
  As a follow up to this customers concern, she placed order ************* with her MasterCard for $117.67 on 1/1/25. On 1/7/25, she called us and asked us to add her GC to her order. She was told that since the order is complete, we are unable to do this. She then called back and asked for a return label and to reorder with her GC. She placed order OLBC001088530 on 1/7/25 for $117.67 with her MC $17.67 and gift card $100. The customer was then refunded on Order #************* on 1/17/24 so she was refunded via Electronic Gift Certificate and to her MC. It appears there was an error with us refunding to an EGC versus the credit card. We have since devalued the $100 e-GC we refunded to her and instead refund on her original order. This has been completed and may take 1-2 business days for the credit to post to her credit card.
  
  Sincerely,
  
  ******** *******
  Sr. Manager,Corporate Customer Service
  **********************

  Customer response

  01/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** *********

• Initial Complaint

  12/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Talked to Joy from customer service on 11/14 at around ****** eastern. who admitted that the wrong item was sent to me. I ordered a specific design of a 5 pack underwear and was sent something completely different. Then told me for the correct item to be sent i would have to pay again for shipping and the clothes as they don't have an option in their system to correct their own mistakes. This is fraud I was charged for something not delivered.

  Business response

  01/02/2025

  After further review, it appears the customer ordered a 2 ***** packs in the colors Atlantic Deep on August 24. She received Shimmering Stars instead of Atlantic deep for one of the packs.(There was a mix up between the colors Atlantic Deep and Shimmering Stars that has been corrected.) She was refunded $35 for the ***** pack that was incorrect on 11/14 and sent a return label to send back what she received. + we offered to reorder. We are unclear on the request for a full refund of $93.95 back as she confirmed the second pack was correct. We have processed a credit of $23.95 for next day air on this order. Please allow 1-2 business days for the credit to post.
  
  Sincerely,
  
  Corporate Customer Service
  **********************
  

• Initial Complaint

  12/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order on Nov. 4th and had been told since the 7th that it was waiting for carrier pickup. The order had been applied to my card and on the 12th I called to try to get an answer when my coat will be shipped and got the same run around I asked for the warehouse phone number to see what the hold up was and was told they don't it. I then asked ifOLBW I would have to ask for santa clause to deliver it in his sled.

  Business response

  01/02/2025

  BBB: RE: *** *******
  
  As a follow up to this complaint submitted by *** *******, we have reviewed further. Our records indicate the item was delivered per tracking, this was shipped 11/13 and delivered by **** on 11/14 to her front porch. The amount was $41.28.
  
  ******************************************************************************************
  
  As a courtesy,we have refunded the customer for $41.28 to the credit card used for this purchase.
  
  Sincerely,
  
  Corporate Customer Service
  **********************

• Initial Complaint

  12/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  11/29/24 I made an online purchase and somehow it reverted to sending it to my old address. I tried to cancel the order and was unsuccessful so I called customer service right away I had to continue calling them back every day and wait until the package had been delivered and then retired to the warehouse to get them to do anything for me instead of just sending h me the items they had to refund back to my debit card which takes 3-5 business days and then charge me again which happens right now this order was around ****** and items were on sale. ****** is what we paid after one item was not available They did agree to honor the sale pricing but now one of the items is out of stock so I am not getting what I ordered still waiting for my refund and when he tries running my card again he enters it incorrectly not once but twice so it declines finning me a panic attack thinking something is wrong with my debit card and bank account. I work for the bank I see the fraud that happen out there I limit the online use I do with my purchases I originally used Apple Pay and reluctantly agreed to let them run my card this way to get the deals. Luckily my daughter let me use her credit card to complete this transaction and I will setttle up with her but how embarrassing to have to ask her for that help. I am looking for them to give some sort of compensation for all my time and activation to get all this straightened out I bet I have spent at least 5 hours in the phone over this stupid even getting this taken care over and that is being very generous. I can promise I will not be shipping with them again.

  Business response

  12/20/2024

  As a follow up to this complaint submitted by *** ******, were able to provide additional information on our follow up. The customer placed her order late on 11/29 and then called to try and correct the address on 11/30 at 10 AM. The case was escalated to attempt to redirect the package. Unfortunately,we were unable to redirect and emailed her on 12/5 and advised of this. The customer then called on 12/5 and the agent told her we need to wait for it to be delivered to the wrong address so we can refund. The customer called again on 12/12 and requested a refund. A supervisor approved the refund, and we believe that is when the card had issues. OLBC001083164 was placed. Another supervisor tried to call her back 3-4 times after we received her daily website feedback, to try and help her with reordering with an additional discount and she has not answered or called us back. Another note, the **** tracking does look like her package may have been forwarded to her new address. Also, she called on 12/16 to state she did not receive the new order and was advised to allow 3 business days. We are hoping the package has since been delivered. We are sorry for any frustration this experience caused.
  
  
  ******************************************************************************************
  

  Customer response

  12/23/2024

  
  Complaint: 22687259
  
  I am rejecting this response because:
  I have voicemail and have not receive any attempt by them to contact me and no I have not received the package or refund so I will attempt to contact them again. 
  
  
  
  Regards,
  
  *** ******

  Business response

  12/24/2024

  As a follow up to the rejection by *** ******, we were able to verify the order OLBW212819892 was refunded on 12/12/24 back to her Apple Pay. The tracking now appears to be return to sender. (It doesnt say it is being return to sender, but it does look like it may be.). The replacement order OLBC001083164 was delivered 12/16/24. There doesnt appear to be a pending issue at this point.
  
  

  Customer response

  12/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I called and got a refund for the missing order I will no longer be using your company for any future ordering. 
  
  Regards,
  
  *** ******

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few months ago I made a large purchase from LB. One of the 6 bras, a black, cotton plunge, came with deep wrinkles in the cup area. They were so deep that you could see them through any garment I tried on over it. I never wore the bra. I put it back in the bag, hanger and all tags still attached, and put it in my car. I do not live near the store I go to in *************, and do not have time to make an extra trip back there just for one bra. *articularly, since for the past few years I've been going back and forth to ** to tend to my sick Mother and GrandMother, (whom I just buried, by the way). Yesterday evening I was finally in the area and went into the store to exchange my bra. A yound lady, ******, was at the register. I explained the issue with the bra, she could clearly tell it had not been worn, and she told me sternly that the wrinkles would have come out "EVENTUALLY" if I would have just "kept wearing the bra". I RE-EX*LAINED to her that I could not wear the bra at all because you could see the wrinkles through all 3 garments that I tried on over it. She repeated herself 2 more times, both times to which I repeated myself. She huffed over to the rack to check for my size, even though I had already said I checked the rack and came back. She then asked for my receipt. I told her I did not have it but she could look up my account. I took her asking my # 3 times to get to it. She then told me I could not return the bra. I did not want to return, but exchange for an item that was not damaged. Ya'll sent me a damged bra. She claimed that it had been over 30 days and that she could not help. How, when this is a staple Black bra that is still on your shelf for full price?? She then tried to say that she could return it for a very discouted price, I could pay the difference and then get a replacement. As if I would do that. She then refused to give the DM name/#. I spent the next hour in the * lot trying to get cust serv. with no help!!

  Business response

  11/25/2024

  Dear BBB:
  
  As a follow up to the concern submitted by ***** *****. We are sorry to hear of her disappointment. The District Manager will be following up further to resolve the concern. Again, we are sorry for the overall disappointment.
  
  Sincerely,
  
  Corporate ****************
  Chicos/Soma/White House Black Market

  Customer response

  11/29/2024

  
  Complaint: 22587918
  
  I am rejecting this response because:
  
  No one has reached out to me or attempted to reach out to me!  I'm not surprised!
  
  Regards,
  
  ***** *****

  Business response

  12/03/2024

  As a follow up to the rejection submitted by ***** *****, the District Manager has followed up further. The District Manager, ***** **** has connected with the customer today, 12/3. She will be working to replace/send the bra. The customer seemed happy they connected and shared information.
  
  Sincerely,
  
  Corporate Customer Service
  ********************** 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase in like feb or march for $150 with a credit card for undergarments from lane Bryant. I never received the package. My apartment complex said they didnt receive it. Often the mailman leaves them there. I then got Covid and couldnt respond to calls for two mos. Now they have my credit card up too $450 and my credit effected.. and *** told them 3 times it never came. I didnt get this package! I want my account closed and the amount taken off cuz now Ill leave order from them again.

  Business response

  08/13/2024

  BBB:
  
  As a follow up to the customer service concern submitted by *************************, we have no record of a contact to customer service. Perhaps, she was contacting the credit card company? We have issued a refund for the lost package OLBW200841113 in the amount of $150.48. Please allow 1-2 business days for the credit to post to her credit card. We are sorry for any disappointment.
  
  Sincerely,
  
  *******************************
  Sr.Manager, Corporate Customer Service
  **********************

  Customer response

  08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased 3 night shirts from lanebryant.com in Apr.2024 and requested that my items be sent to the ********************************. I called the store and requested they mail the items to my house. *** dropped my packages off at CVS, but CVS didnt have one of my packages. I put in a claim with ***, nothing was done. I called Lane Bryant to tell them what happened. Then Lane Bryant sent me an email months later stating that my order had been refunded. I told them I no longer have that card and they agreed to send me an egift card to my email. Weeks go by and no gift card. I called Lane Bryant again to inform them I had not received my gift. They investigated and said my refund was sent to the card used to make the purchase. I told them again that I no longer have that card and account.

  Business response

  07/03/2024

  BBB:
  
  From: ******************************* <*********. *** Case ID#
  
  Please see our follow up to the complaint from ******************. Our records indicate we issued a refund of $54.12 back to her original form of payment on 6/12/24. Our system shows the refund was successful. She has had two agents advise her that she would need to contact the issuing bank if she has closed the account since her refund was successful. We would be unable to further assist if her account was closed, she would have to contact the bank directly. She was promised an Electronic Gift Certificate which was sent today to the customer via email.
  
  Sincerely,
  
  Corporate Customer Service
  **********************

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 26th I went to order some under garments from Lane Bryant and my credit card was not working at purchase. This is when I was told my credit card had been canceled because of non usage (account ending in 5648). Although, I know I havent used the card in a while (since 2022) because my finances have been recovering from COVID and I didnt want to incur more debt. As a show of good faith that I had been settling myself and was ready to begin spending I asked for a credit increase from $750 to $1550 which I was granted. I have been with Lane Bryant for 11 years and have kept a good standing with them. I am appalled that they would close my account without notice. I contacted customer service and was told I was contacted through their inbox at comenity bank 4/24/24 (which if I wasnt actively purchasing how would I know to check there for a message without any notification that the message was sent) and I would need reapply for a new card. To me this means, I have to take the credit hits for my oldest account being closed and my utilization going up plus the hit from opening a new credit card with the same company? If I am willing to use the card and they are willing re-extend the credit, why cant they just reopen my account?

  Business response

  06/04/2024

  Hello,

  I am responding on behalf of BBB Concern ********. Please be advised that the concern submitted is in regards to a credit card that is owned and operated by ****************************** They also operate all ********** services. As such we are not able to assist with credit card related concerns. We would recommend resubmitting your concern directly to ***************************** for further account related assistance. Thank you.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid off my account in April. I called the business department and got my pay off. The representative took my payment . I am now being charged $60 late fees. They claimed when I paid my account off in April the payment was late. The rep did not mention this when I called in to pay my balance off. I find this deceitful. I tried calling the office again, they refuse to remove late fees.

  Business response

  05/23/2024

  RE: Case ID#********
  
  Ann Taylor/LOFT customer service would be unable to assist with this credit card/account concern. Our credit cards are managed by ************* ****************** We have forwarded the concern over to the Management team at ************* to follow up further with the customer. Please remove this complaint from our profile since it involves the credit card company not the retail/customer service.
  
  Sincerely,
  
  *******************************
  Sr. Manager, Corporate Customer Service
  **********************/**********************
  

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was advertised to on the Lane Bryant website that I would "Enjoy $20 OFF your first purchase when you open and use your Lane Bryant Credit Card on the same day. Minimum purchase of $20.01 at **************". However, I did not get the code. They said they would apply the code manually if I gave them my card info, which it sketchy, but I couldn't do that because you can't view your card info until you make a card account and you can't do that without the card number. I asked for a promo code to be generated or to be given a gift vouched since what I wanted to buy was almost sold out, and I was told it would take 24 hours for the first and they refused to do the second. I was told it would be escalated and I would be emailed, but as of writing this it hasn't happened.

  Business response

  05/13/2024

  BBB:
  
  As a follow up to the customer complaint submitted by ******* ************ were obtained the details of the follow up by Lane Bryant. Please see the below.
  
  The customer chatted with Lane Bryant on 5/5/24 6:15pm. Customer did a chat stating that she was approved for the $20 welcome offer and wanted to place an order.  We were happy to assist; however, in order to use the offer, it had to be used with her credit card which she didn’t have available. She was instructed to go to her registered account and look for the CC #. The customer was not interested in placing an online order or looking up the credit card information. She was advised that she could contact Comenity Bank and they could share the information since they manage the Lane Bryant credit card. The customer indicated they were not open. The customer asked for us to issue her a gift card that she could use with any credit card. This requested escalated to a supervisor. The supervisor approved a $20 appeasement and it is our understanding the customer has now placed 2 orders with the $20 off. Based on the follow up by Lane Bryant, it appears they were attempting to assist this customer and extended a resolution for the issue.
  
  Sincerely,
  
  Corporate Customer Service
  Lane Bryant
  

  Customer response

  05/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I do not feel this business has made adequate attempts to solve this grievance. Furthermore, since filing this complaint, part of my order was "list in transit" despite never being shipped from the facility and the item in question is now out of stock. While it may be an unfortunate coincidence, I find it interesting that this occurred after I filed my initial complaint.
  
  Regards,
  ******* ***********

  Business response

  05/28/2024

  We have adequately addressed the concerns. The customer did not provide her credit card to obtain the promotion we were extending which was required. As a courtesy, we added points to generate a $20 reward. There is nothing more we can do for this customer and her situation

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩