Complaints

• Initial Complaint

  10/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Attempted to make a purchase online with lane bryant. They kept running my card over 15 times. Everytime the card was approved, LB kept reversing the charge. We even had a conference call with my card Company and LB. Nothing wrong with my card. Problem is I looked at my available credit after all this. I'm missing $199.03 in credit on my card. There is 2 charges pending. Totaling the $199.03. I want my credit released. There is no order, yet they took my money.

  Business response

  11/09/2022

  BBB: RE: Case ********.
  
  After further review with our Lane Bryant partners, it appears the orders are not processing as a result of the CVV code being entered incorrectly. Our partners at Lane Bryant will be contacting the client directly to further assist.
  
  Sincerely,
  
  Lane Bryant

  Customer response

  11/09/2022

  [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. Although I do not accept their explaination as to what happened.
  
  Regards,
  
  ***** *********

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have gone to the Lane Bryant store in Deerfield, **** or purchased items online. I contacted customer service online-by email to inform them that every pair of very expensive slacks purchased-shows a defective materials aspect after the first couple of washes. I have taken slacks back and had them replaced and the same thing happens each time. I have been in contact with a customer service email correspondence-sending them photos of the items-to which they insist on having receipts for the items. Because, I have refused to pay on the credit card until this matter is resolved ( some items were charged, others were not ) I could not access the purchase history-however, the store has this!!!!I offered to send the slacks and one blouse back to them-at their expense, which they do not want me to do. I was told a shipping label and container would be sent to me and then they refused to do this. They are using this receipt excuse for not doing anything. The original purchases would show more than a year ago-however these items were exchanges for those year ago purchases. The slacks I bought are all in the $60-$70 range. It actually looks like dry-rot. Where the elastic in the material pokes thru the fabric causing a white rib to show on the black slack. The managers I have returned slacks to at this very store-have agreed that the pants look like defective material. We thought it was just some product that had been left in a warehouse too long? Why I always accepted a ( refund-rarely or) return/ exchange. I live a good 120mile round trip from this store. Some of the items ( about 5 pair of black slacks and one shirt ) were returned-and the items I was willing to return by mail-were the exchange for those items. I doubt I am the only person this is happening to. I use gentle wash detergent and a mild setting for washing. The defective part is not on a seam, but weirdly, rather about 1/4 inch outside the seam.

  Business response

  09/27/2022

  BBB: Re: Case ID: ********
  
  As a follow up to the complaint submitted by *****************************,we have verified with ************* that this clients last purchase was made on 9/10/21 and the account was closed. The below email was sent to the client and she was extended a promotional offer. There isnt anything more we are able to offer due to the timeframe, product condition and the transaction is unable to be located. If the client can provide the original/exchange receipt we can review further. Otherwise, we have responded to the concern and will not be extending anything further.
  
  Response to Client:
  Please accept my sincere apology for this situation. We are happy to assist with items that were received damaged or items that are defective, however, we are unable to offer a refund or replacement for merchandise damaged due to laundering or normal wear and tear.Should you receive a damaged item in the future, please be sure to contact us as soon as possible for immediate assistance.
  
  After thoroughly researching our system,we have been unable to locate a recent transaction for you. I have also contacted the bank directly and confirmed that the last transaction made with your Lane Bryant Credit Card was made on 9/10/2021. In order to process any sort of refund or replacement transaction, we need to be able to access the original transaction. If your purchase was made within the last 6 months,please provide us with a receipt so that we can access the transaction and offer a resolution for you.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After being a very loyal customer and spending a lot of money over the past few years.I apparently am not allowed to return anything anymore. I am a teacher and I buy a lot of the clothes from Ann Taylor and Loft and due to covid began just buying online as I am compromised and do not shop in store basically anywhere. There is also not a store close by. I have emailed, chatted, texted to no avail to a resolution to this or even WHY I have been flagged and now not allowed to return things. If they do not fit I absolutely should be able to return them without going through this constant hassle. They are completely unprofessional not talking with me or responding to me, let alone not allowing me to return a product that does not fit is unreal.

  Business response

  09/07/2022

  RE: BBB Case #********
  
  This is our follow up from the Ann Taylor **************** regarding this clients complaint. We are unclear why this client is stating we havent responded. Our records indicate we have communicated to her on 5/26/22,8/23/22 and on 9/7/22. As we have stated in our previous responses, she can return her merchandise to a store (same brand where purchased), and if that is not possible, use her own shipper to return the merchandise back to our online store.She is no longer able to access our expedited return process due to her previous returns not meeting our expectations which provided her an immediate return credit prior to product review. This now allows us the opportunity to determine if the returns are in the condition acceptable prior to a credit being processed, as they have not been in the past on more than 3 occasions.
  
  We do not owe a further explanation based on our internal records and will not be replying further to this client.
  
  Corporate Client Contact
  Ann Taylor/LOFT
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I. Received. My. Usual. Bill. From. Lane Bryant. Which. I. Have. Been trying. Faithfully. For. About. 5. Years! Lane Bryant. Added a. Late charge onto my account! I. Don't. Believe. ****** a. Late charge because. I. Mailed. My money order to them on. The first of August like I have every month. On. The. First for last 4 or 5. Years. I called them. On Friday, august *******, customer service person said she couldn't remove late charge because acct. Was closed..yes I. Closed acct during covid to get bill paid off,so I. Wouldn't acquire any charges. If they can't. Remove late. Charge because acct. Is closed....then how can. They add a. Late charge or. Any money to. My account! I. Feel. That. They. Are trying. To. Keep. Me. Owing them. More. Money! This. Is. Unfair! Bad. Business Practices! Thank you

  Business response

  08/31/2022

  BBB: Re: Case # ID #********
  
  While Lane Bryant utilizes Comenity to manage its credit card program. We are unable to access, research or resolve any credit card concerns.Please remove this BBB complaint from Lane Bryant to Comenity so they may review and follow up further.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I shop at lane bryant every single week. I spend like 100 dollars weekly. I had a return I could not find the receipt for. It was a ***** dress. It had just come in that week. The awful manager said she could only refund me the FULL price. Only *****. I bought another dress for ***** and it cost me 6 dollars. This is not about the 6 dollars but the principal. I want my 6 dollars back. The lady was condascending and rude. I spend a lot of money there. This is actually not okay. I want that 6 dollars refunded to my lane bryant card and an apology

  Business response

  08/15/2022

  ***************************** BBB Case #********
  
  As a response to the complaint submitted by *****************************,she has been contacted by Lane Bryant. The client was assured her feedback would be shared with the District Manager to be addressed at the store level.She was also issued a $10 reward to make up for the $6 she lost on her return. It is our understanding the client was satisfied with the resolution.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant
  

  Customer response

  08/15/2022

  [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. thank you so much for being kind and taking care of this!
  
  Regards,
  
  *****************************

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company makes it extremely difficult to pay your monthly **** then, they continue to charge $29 monthly late fees. (1) the website doesn't offer an option to pay bills via debit or credit card. The only option is to add a checking account to the system to pay my monthly ****. (2) when calling the automated system, the system mentions paying bills with a customer service agent is an additional $9 charge, but paying via the automated payment system is free. However, an option to get to the automated payment system is not provided. Additionally, a number to the automated payment system is not provided. (3) the customer service agents are not knowledgeable. In past conversations, I have been told there is not a $9 charge; however, the automated system clearing tells customers there is a $9 "expeditious" to pay via a customer service agent. (4) when calling this company the automated system takes customers in automated loops. I have wasted hours on the phone with this automated system and it takes an Act from Congress to talk to a live person. (5) after all this difficulty attempting to pay my ****, when the balance is past due, Catherines starts their annoying phone calls. Most times they call 2-3 times per day starting early in the mornings. Bottom line, they make it extremely difficult to pay your ****, when said **** is past due they harass. The automated system, I believe, is designed to confuse customers only to charge $29 late fees. Also, the merchanise takes 2-3 months to get to the customer. I believe ******************** hired a 3rd person scam company to handle their customer accounts. At this point, I want to pay off my remaining balance and close this account. But, I am currently jumping through hoops to do so. I have just recently been on the phone in Catherine's automated system jungle for over on hour. I continue to get bounced around without speaking to anyone.

  Business response

  07/23/2022

  BBB: RE: Case # ********
  
  
  This complaint is in reference to ************* and Catherines.Ascena Retail Group, Inc. sold Catherines in 2020 to FullBeauty. We dont have any way to research or resolve as we wouldnt have the systems. We would recommend the client contacting Catherines customer service now. In addition,the client would need to contact ************* directly regarding any account concerns. Please direct this complaint to Comenity and remove from our profile.
  
  Sincerely,
  
  *******************************
  Sr. Manager, Corporate *******************************************************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchase products, 3 items, online on June 8. Two of the items have still not shipped and the only way for me to get the product is for them to refund me which I will take 5 to 7 business days for them to return my money and then they want to charge me immediately to re-purchase them. How can they hold double my money for a period of 5 to 7 days until the return is processed?

  Business response

  08/02/2022

  We are unclear why this wasn't received. Our records indicate we replied on 7/27/22. I have included our follow up below. 

   

  RE: Case #********
  
  
  
  Please see the response sent to this client. We are considering this issue resolved. If you have any further questions/concerns, please let us know.
  
  
  
  From: *********************** <*******************************************>
  Sent: Wednesday, July 27, 2022 11:16 AM
  To: *********************** <**************************************************>
  Cc: ***** St. Hilaire <***************************************************>
  Subject: RE: Lane Bryant BBB Issue (***************************) #********
  
  Team,
  
  Good Morning *********,
  
  
  As one of the nation's largest women's apparel brands, we pride ourselves on providing the best possible service to our customers.  When customers share their feedback about their Lane Bryant experience, it is very much appreciated.  Thank you for letting us know.
  
  I am very sad to hear about your experience and your missing package.
  
  I was able to look into the inventory to replace your items at no charge, waiving the refund step. However, they are no longer available for re order. I know that must be disappointing.
  
  A refund has been processed, please check your email for the details.
  
  Reference # 220711-001692.
  
  If you prefer, you may chat us or contact our customer service at ************** and we would be happy to place your order for similar items. Simply provide the reference number above, and they will assist with your replacement order.
  
  In addition, were hoping you can give us another chance to impress you. Were sending a special offer to use on lanebryant.com until December 31st. For full terms and exclusions, please see the bottom of this email.
  
  40% off qualifying purchase! Use Code: YSWZTZM
  
  Happy Shopping!
  
  Best,
  ***********************
  Lane Bryant Brand Specialist Supervisor
  
  One per customer. Valid one time only on in-stock merchandise. Excludes Early Access, athleisure items, SPANX, Squeem, Amoena, and other third-party brands. Not combinable with coupons, associate discounts, Doorbusters, flash sales, clearance promotions greater than 40% off, or combination apparel and accessory offers of 40% off or higher. Discount is applied before tax and shipping. Not redeemable for cash (cash value = $0.00) and may not be applied to previous purchases, exchanges, returns, credit card payments, Gift Cards and E-Gift Cards. Valid at lanebryant.com with promo code only through 11:59 pm PT on 12/31/2022."

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited this location on 4/20/22, 4/23/22 & 5/11/22 and am dissatisfied with the services I received after spending $201.17, $140.73 and $80.55 respectively. I had a fitting on the first visit but came back the second time after not being comfortable with the purchases. At the second visit I had a different representative who sized me into something different. At this visit I also ordered a bra that wasn't in stock in my size. I exchanged 2 of the bras previously purchased and left with new bras in a different sizes. On the 3rd visit both consultants were there but they both had different views on the sizing and fit. I couldn't even get the bra I ordered because it actually turned out to be to big. I've spent too much money and time trying to get bras from here, only to be left with bras that don't fit properly or comfortably and cannot not be returned because they've been worn. Then I call customer service who wants me to return to the store after I've explained repeatedly on the phone( last time on 5/27/22) that I want a corporate representative or way to contact them, and they tell me they don't have a direct way of reaching them.

  Business response

  07/07/2022

  This is the follow up to the complaint submitted by this client. They also had a conversation with her. It appears to be pending a resolution which should occur soon. The response to the client is below for reference. Please let us know if there are any additional concerns. Thanks!

   

  Hi Elfrances,
  
  
  Thank you for taking my call. Please send me the items and amount paid for each bra that it not working for you. I will be happy to make an exception to our return policy for your store purchases. 
  
  The fitting experience you described, is not what Lane Bryant is aiming for!
  
  Please provide date of purchase, item numbers and price paid for your bras and a check will be issued to the address of your choice.
  
  
  Sincerely,
  
  **************
  Lane Bryant **************** Supervisor
  **************************
  Follow us on Instagram @LaneBryant

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I went to purchase some clothes for my mother at the Ann Taylor store in the ************** in *********, **. The salespeople, as always, were helpful and polite. The problem is that I was offered a credit card and was completely misinformed about it. I was told that it was 0% apr. and that it would not affect my credit in any way if I canceled it. I asked if that was true and they assured me it was. I NEVER acquire store credit cards but this was enticing and I accepted. I just received the card and it is absolutely a regular credit card, with a 24% apr. and all the documentation of a regular card. I am very upset and this misinformation is not acceptable, nor ethical. I have been calling the credit card company and they have problems with their system and cut off the call. This is all unacceptable.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family member purchased a gift card valued at ****** on line from LaneBryant on April 2nd- I received the card in the mail on April 7th, when I went online to use the card it read that the card was with 0 balance , after 4 calls and the person on the other end stating they will escalate the matter and I would get an email shortly( which still has not occurred) so this company has my family members ****** I was shipped an invalid card and no one is assisting me with this issue.

  Business response

  04/22/2022

  BBB: Re: Case #********

   

  Please see our follow up below to the client complaint and the steps we have taken to resolve. We are considering this resolved. If you have any further questions or concerns, please let us know.

   

  Here is a status update
  4/19 - ***** M called the customer but did not connect
  ***** attempted to connect again via phone today no connection made
  4/22 we got a list of from Sales Audit of 8 gift cards that were issued at POS but not valued
  Leslies gift card was one of these cards
  4/22 gift card reissued and sent via ****
  4/22 email sent to ****** explaining the reissuance and a 40% win coupon included

*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. ↩