ComplaintsforAscena Retail Group, Inc.

• 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

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Charging interest on card when balance is paid in full

  Business response

  04/30/2024

  BBB: RE: Case ID# ********
  
  We are responding on the complaint submitted by ***************************. The issue shared is in reference to a credit card issue. Ann Taylor/LOFT customer service does not have access to credit card and account concerns as this is managed by the Financial ************ ************* ****************** We will forward the issue to our partners at ************* and request your account is reviewed and you receive follow up directly from *************. BBB, please remove this complaint from Ann Taylor/LOFT and move to *************s profile as it is not our issue.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************

  Customer response

  05/10/2024

  [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

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to call the corporate office about item number that has been discontinued and no one seems to help locate the updated information. everyone is over seas and not able to be of help. I wanted to talk to someone higher up. I called a couple of number one says disconnected and the other says closed during business hours. ?Have some reach out to me, This is the only way it will be resolved.

  Business response

  05/03/2024

  BBB: RE:Case ID#********
  
  As a follow up to the customer complaint submitted by *****************, we were able to connect with her via phone on 5/1. The customer was interested in bra that had been discontinued by Lane Bryant. We were able to connect with the Merchants to inquire about the item in question and provide an alternative option. I left her a message on 5/2/24 with that information.
  
  Sincerely,
  
  *******************************
  Sr. Manager,Corporate Customer Service
  **********************/**********************
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Months ago, I ordered items from Lane Bryant clearance sale. I inquired several times as the weeks went by. I was assured the items were shipped and they gave me a tracking site, the information on the site was always incomplete. The carrier was never specified. Just- Arrived at facility - left facility /handled at facility, etc. without saying where the facility/carrier was. then it showed as delivered. I didnt receive it. When I informed cs of this I was given the runaround. I asked for a refund, instead they reshipped the items. Same untraceable scenario. Then it showed as delivered again. I live in a secure location. I have no trouble receiving deliveries! Except from this company. It feels like everything with them is imaginary. I have called but cannot reach a human. The recording tells me my package has shipped. Goodbye. When I again didnt receive the alleged shipment, I again demanded a refund. I was told they could give me 70%. I said I would accept it, just to be done with this bogus company. Which btw I thought was an ***************** not Chinese. They lied again. Now rather than a refund they have redirected me to the bogus tracking info, told me to check with my neighbors etc. This has been going on since February! Help please!

  Business response

  04/24/2024

  RE: Case # BBB:21618917
  
  After further review with Lane Bryant Corporate, we have no record of contacts from this customer. It has come to our attention that fraudulent, unaffiliated websites are attempting to obtain our customersinformation by claiming to sell our products. It appears this is the situation with this customers complaint. We would recommend the customer dispute any charges with their credit card company. Lane Bryant would be unable to further assist as the order was not placed through our approved site.
  
  
  Sincerely,
  Corporate Client Contact
  Ann Taylor/LOFT

  Customer response

  05/09/2024

  [

  They refunded half the price. I am tired of dealing with them. It odds good enough. Thank you!

  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased several online orders and returned 2 of the items back to one of the retail locations. The manager Ellie processed the returns but issued one of the items back to a card that I never used on the original transaction. This occurred on 1/23. I tried to allow time for the refund to see if it would post but it never did so I contacted the store to advise I never received my refund and Ellie advised I would need to call customer service. I then let her know I had already reached out but she insisted they could refund the correct card and customer service would need to do so. I called and spoke with Mille in customer service to explain the manager Ellie referred me back to them only to be told that I would have to contact the store. Mille advised she would contact the store but needed to disconnect the call but would call me back in 3-5 minutes, never heard back. Lane Bryant needs to get this resolved asap and refund my card for what I returned

  Business response

  02/16/2024

  BBB: Case ID*********
  
  We are sorry to hear of the customer’s recent Lane Bryant experience. After further review, we have processed the refund for both items. The customer was notified via email of our resolution. We are considering this resolved.
  
  Sincerely,
  
  Corporate Customer Service
  Lane Bryant

  Customer response

  02/16/2024

  [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

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 19, 2023 I paid off my Woman Within account and then closed it. Since then they have been assessing interest and late charges on a closed account and state I now owe them $235.75 in these accrued fees on a closed and paid off account.

  Business response

  11/24/2023

  BBB: RE: Case# ********.
  
  This issue involves a credit card account issue. We are customer service for **********************/**********************/**********************/Talbots retailers and online. As this concern involves her credit card account, she would need to contact *************** Directly at ************. We can also forward the issue to our partners at *************** to further review and follow up. We request this complaint be moved to *************** as this is not an issue we would handle.
  
  Sincerely,
  
  Corporate Customer Service
  **********************/**********************
  

*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. ↩