Customer ReviewsforAscena Retail Group, Inc.

Lane Bryant changed their return policy. If you return an online order to the store, you will now LOSE any Coupons AND your Rewards (which you EARNED) that you had used for that online purchase. In the past, coupons and/or rewards could be used to buy something else instead. I found this out the hard way after using a $20 off coupon and $20 in rewards. I reached out to Customer Service who confirmed this is now the policy. They offered to restore my $20 in rewards as a one-time courtesy, but this new policy has made me not want to ever shop there again, even though I’ve been shopping there for years. The kicker is, if they had allowed me to still use my coupon and rewards, I almost certainly would’ve purchased more than I had initially purchased online. Shopping online is currently a way of life, so this change in policy doesn’t make any sense at all. I have no desire to take the gamble of ordering something online, using and LOSING my coupons and rewards, if what I purchased doesn’t fit properly. It makes me angry and sad. Disclaimer/Reminder: it’s ok to be upset by this change, but it’s important to make sure store employees &/or customer service reps know you’re not angry with them (this wasn’t their decision).

Hi ***! We are sorry to hear of your recent experience with Lane Bryant. We were unable to locate a contact/order with your name and email address. If we can assist further, please contact us at www.lanebryant.com. Thanks!

I made an order, the put the wrong address. I called, the initial order was to be cancelled and I made another order with the correct info. The cancelled the new order but still charges me ( I have photos of the posted transaction). I've reached out multiple times with no help. I also have a complete copy of the chat with the representative. They mailed the product to the wrong address which is their error and they won't correct it or refund any of my money. I'm now out nearly 300.00 This place is a scam! They need to be shut down before they scam anymore people. I want my money back and trust I will NEVER purchase from you again. I would give zero stars if it were possible. Duwan Carter

We are sorry to hear of any frustration with an online order. Unfortunately, we have no record of contacts and/or an order with the name and email address provided in this email. If the customer would like to reach out to ***************************************** with your order number and/or email address associated with the order so we may review further.

So I paid for "Next day air" shipping when I ordered on a Thurs Morning so that I could get new bras for myself before a trip that I was flying out for on a Monday. Paid an extra $23 for this premium next day shipping. It did even get shipped until the next day (a Fri) and it won't even arrive until sometime before 7pm on Mon when I'll already have left for my flight. That's nowhere near next day shipping. Two days later I can understand. But 4 days later? I would've had a better chance trying to order from Amazon to get this in time. I regret not trying to find what I needed from there actually. Now I'm going to have to try to find a box store that may or may not have my size to get something before my flight. Why did I pay an extra $23 for next day for it to arrive half a week later?

We are sorry for any delay in responding to your concerns. As this is a Lane Bryant order issue, we would recommend contacting Lane Bryant customer service at **************** to assist further.

I had three used merchandise credit giftcards ($232.87 worth in total) got frozen without giving me a reason. Reach out to their representatives many times, none of them actually help. They just kept telling me that their giftcard team will investigate it and email me back. They never. Last night, when I used another giftcard to make an online order, the system just took the rest of the balance without successfully submitting the order. How can Ann Taylor just took my money like that?

These Gift Cards are currently under review. If they are frozen, it is due to a concern with activity. If you would like to email us at ***************************************** with the purchase receipt and/or details of the original purchases of the Gift Cards, we would be happy to follow up further.

I was an appreciated customer and I am very respectful and polite person. But I was assaulted in the worse way by one of supervisors in the time of purchasing because my originality in the LOFT store 01420 08/01/23.

Hi ****! Your concerns were received in our corporate office and we are working with our internal teams to further review. We will make sure to follow up with you.Best,Corporate Customer *****************************/**********************

I paid off my balance in December, then I was charged a $2 finance charge after paying off the card. Think my balance was 0, I didnt bother looking at statements until May. In May the balance was over $200 from late fees on the $2 finance charge. I paid all but one late fee and closed my account then ANOTHER $2 finance charge showed up a week after I paid off the account THE SECOND TIME. I called customer service and was transferred to the wrong people then transferred to a manager who didnt answer my questions and hung up on me. This company is the absolute worst!

This concern involves a credit card account that is managed by ************* ****************** Ann Taylor/LOFT Corporate does not have access to credit card information as it is handled by the bank directly. BBB, please remove this review from our company profile to *************/Bread Financial. We would recommend the client reaching out again to the bank directly at ************.Sincerely,Corporate Client Contact Ann Taylor/LOFT

LANE BRYANT CREDIT CARD IS A TOTAL SCAM. OUTRAGEOUS LATE FEES. DO NOT GET A LANE BRYANT CREDIT CARD. PAID MY BALANCE IN FULL ASKED THEM TO CLOSE ACCOUNT. GOT ANOTHER BILL FOR $2 FOR AN UNDISCLOSED FEE. I AM ASSUMING IN ORDER TO BE ABLE TO GET ANOTHER LATE FEE PREDATORY LENDING PROMOTED BY LANE BRYANT

We are sorry for any disappointment with your Lane Bryant credit card ******. Please be aware, we do not have access to account concerns to research nor resolve through the general customer service number. The ********************** Credit Card is managed by ************* ***************** and you would need to connect with the bank directly in order to resolve any concerns with late fees. The number to contact them directly is ****************.

I want to warn people that LOFT (Ascena parent company) has absolutely NO ****************.They call themselves a service department but that is an oxymoron. I placed an order on 11/29/22. Today is 12/11/22 and I still have NOT received my order! I have made repeated attempts to ascertain the reason as to why it would take NINE days of processing. I was told that ALL the items I ordered are in stock. They obviously have been trained to say, "I would love to be able to help but you have to wait until the estimated delivery date comes, then if your package does not arrive to call back." When I ask what exactly that would accomplish as far as HAVING it on the expected date, they never say what they would do about it. I have also called **************** hoping to get somewhere with an agent on the phone, but it is always the same answer. When I placed the order the last date for expected delivery stated 12/09/22. Their lack of concern is astounding. This order was NOT a Christmas gift. It was for a birthday present. But never arrived in time. If you ask to speak to a supervisor, they tell you they are "in a meeting." Whether it is a Live Chat or a phone call to them. I have had at least 4-5 Live Chats and 3 phone calls with them. They deserve 0 Stars. Unfortunately, it's not an option. I will never purchase another item from any of their stores, LOFT Ann Taylor etc.

Hi ******! We are sorry to hear of the disappointment this client had in reference to an order delayed and subsequent discussions with LOFT customer service. Unfortunately, this order was delayed and did not meet our expected timeframe, except for one item that reflects delivery on 12/3/22. The remainder of the order delivered on 12/11 versus 12/9. Our call center agents are not able to explain why an order is in processing, visibility is only to when the item ships; therefore, we apologize that the issue wasnt escalated to a supervisor. As a courtesy for the disappointment, we have extended a $25 EGC to use towards a future online order. We hope this client will give us another opportunity soon. Sincerely,LOFT Corporate Client Contact

i am very disappointed with the service I received with my first order. I ordered a dress and they took the money out of my account and I never received the package. I called to check and they said it had been delivered, after looking around my house, i went online and saw it had been delivered to a house in ****** *****. I called them and told them they sent it to the wrong address and I was told there was nothing they could do about it.

Hi *****! We are unable to locate a contact and/or an order with your name and email address. At your convenience, can you reply with your Ann Taylor/LOFT Order # so we can further research. Or email us at ************************ Thanks!