Ascena Retail Group

Review: On 11/2/13 I got boots for a Christmas gift & the other day the

bottom of the boot starting coming apart. They really haven't been worn

much at all, and you can see this by looking at the boot, and with that

being said, NO BOOT should fall apart like this. I can see if they were

$10 boots from [redacted] but these are $55 from a high end clothing store.

The above is the body of the original email I sent to Lane Bryant back on March 3rd. Here we are a month later and I have not been helped at all. I have done everything they have asked and they still are dragging their feet. Below is the ongoing conversation between me and [redacted]. Here it is:

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

Please respond back to this incident within the next 30 days if you have further questions.

Thank you for allowing us to be of service to you.

Subject

Boots purchase

Discussion Thread

Response Via Email ([redacted]) 04/02/2014 08:56 AM

Dear [redacted],

Thank you for taking the time to respond.

Once I apologize for the inconvenience. We are unable to issue a check or refund for $55 to your account. We would need proof of purchase or the billing information used to purchase the item. We apologize for any inconvenience this may have caused you.

If there is anything else I can help you with, please let me know.

Sincerely,

Lanebryant Customer Service

www.lanebryant.com

Customer By Email ([redacted]) 04/01/2014 09:44 PM

Okay, it has been a week since I've heard from you with your decision. It has been a month or more since this charade started. I'M DONE. You'll be hearing from the Revdex.com shortly unless you have a refund to my card or a check for $55 coming my way.

With disgust and utter disbelief, [redacted]

Sent from my [redacted] Wireless [redacted] smartphone

-------- Original message --------

From: Lane Bryant Customer Service

Date:03/25/2014 3:59 PM (GMT-05:00)

To: [redacted]

Subject: Boots purchase [Incident: [redacted]]

Response Via Email ([redacted]) 03/25/2014 03:59 PM

Dear [redacted],

Thank you for taking the time to respond.

I have received your photos and would be happy to forward them to my Support Staff for further review. We will contact you shortly with a resolution.

If there is anything else I can help you with, please let me know.

Sincerely,

Lanebryant Customer Service

www.lanebryant.com

Customer By Email ([redacted]) 03/24/2014 10:14 PM

Hello. It will be a week tomorrow since I emailed you the extra info you wanted. Can you please get back to me. This is dragging on and I feel you are employing stall tactics. I believe I need to contact outside mediators to resolve this if I do not hear from straightaway.

Sincerely, [redacted]

Sent from my [redacted] Wireless [redacted] smartphone

-------- Original message --------

From: Lane Bryant Customer Service

Date:03/18/2014 3:29 PM (GMT-05:00)

To: [redacted]

Subject: Boots purchase [Incident: [redacted]]

Customer By Email ([redacted]) 03/20/2014 03:57 AM

Okay, this will be my third attempt in the last hour to mail you photos. I hope these work. This is truly OUTRAGEOUS!!! Please get back to me asap.

Regards, [redacted]

On Tue, Mar 18, 2014 at 03:29 PM, Lane Bryant Customer Service wrote:

Response Via Email ([redacted]) 03/18/2014 03:29 PM

Dear [redacted],

Thank you for taking the time to respond.

We will need to pictures of the defective item before we can further assist you. You may need to reduce the size of pictures so they can be uploaded correctly. We apologize for any inconvenience this may have caused you.

If there is anything else I can help you with, please let me know.

Sincerely,

Lanebryant Customer Service

www.lanebryant.com

Customer By Email ([redacted]) 03/14/2014 07:28 PM

[redacted],

Okay, as I told you, the item was purchased as a Christmas gift and was not used until then. I am sure you have a policy for Christmas season purchased items. If you go from 12/25, 90 days would be 3/25 and we are on 3/14 as I type. Secondly, the item is defective, not a normal return. Third, what will $25 do for me when I paid $55 for the boots? I am not going to accept anything except a $55 credit to my LB card or a $55 check or money order from LB. I have no problem contacting the Revdex.com to get the deserved outcome and more over, I will have no problem canceling my LB credit card AND shopping exclusively at [redacted], [redacted], etc. Please get back to me asap so I know how to proceed.

Regards, [redacted].

On Fri, Mar 14, 2014 at 06:18 PM, Lane Bryant Customer Service wrote:

Response Via Email ([redacted]) 03/14/2014 06:18 PM

Dear [redacted],

Thank you for taking the time to respond.

I am sorry to inform you that we are unable to issue a refund back to your credit card because the item is outside the 90 days return timeframe. We would be happy to send a $25 gift to your address for the inconvenience. We apologize for any inconvenience this may have caused you.

If there is anything else I can help you with, please let me know.

Sincerely,

Lanebryant Customer Service

www.lanebryant.com

Customer By Email ([redacted]) 03/13/2014 03:27 AM

Hello there, [redacted]. I was just looking for confirmation that you got my email with all the info you requested and that something is noq being done to remedy this issue. I look forward to hearing from you. Regards, [redacted].

On Mon, Mar 03, 2014 at 12:13 PM, Lane Bryant Customer Service wrote:

Customer By Email ([redacted]) 03/07/2014 03:42 AM

This purchase was made in the store of [redacted], NY for $55.00 on 11/2, but was given as a Christmas gift almost 2 months later. Some photos were attached but your server would not accept the message size due to the attached pics. My Lane Bryant credit card ending in [redacted] was used as payment. Size is 8w and I do not have a item number but inside the boot, under the size, it says [redacted]. My address is [redacted], NY [redacted] and my phone # is ###-###-####. I would like a refund back to my card and to send these dreadful boots back to you ASAP. Thank you for your help and I look forward to hearing from you. Also, tell me how I can send you photos. I had sent 4 but like I said, it failed.

Kind regards, [redacted] L.

Sent from my [redacted] Wireless [redacted] smartphone

-------- Original message --------

From: Lane Bryant Customer Service

Date:03/03/2014 12:13 PM (GMT-05:00)

To: [redacted]

Subject: Boots purchase [Incident: [redacted]]

Question Reference #[redacted]

Product Level 1: Lane Bryant

Category Level 1: Return Inquiry

Date Created: 03/03/2014 08:23 AM

Last Updated: 04/02/2014 08:56 AM

Status: Solved

Order Number:

[---[redacted]---]Desired Settlement: I paid $55 for the boots. I want a check for $55.

Consumer

Response:

Date: Tue, Jun 3, 2014 at 1:08 PM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Jun 2, 2014 at 7:03 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Please close this case, as I have resolved the issue.

On Mon, Jun 02, 2014 at 02:33 PM, [email protected] wrote:

Review: I researched coupons online and found valid coupon to use in the Lane Bryant [redacted], Illinois location. The requirements of the coupon stated that I had to spend $225+ in order to get $75 off my purchase. I spent $232.85 which qualifies me to use the mentioned coupon. At check out I presented the coupon to the associate who said "we don't take coupons off those sites." The associate never keyed in the coupon. The following day, I contacted the guest relations department to resolve this issue and I was connected to 2 different extremely RUDE guest relation members. I explained the issue to each member who in turn tells me that because I haven't spent xxx amount of dollars for that year, I couldn't use the mentioned coupon. I explained to both of the associated that the coupon never stated that I had to be a certain member status to apply the discount. I asked could they please apply the discount to my purchase and they both said "we would have to see the discount or actually key it in to know if you can use that coupon". NO ONE EVER KEYED IN THE DISCOUNT! !! I am furious with the level of service this company constantly shows consumers. TERRIBLE SERVICE. MISLEADING ADVERTISING! !!!Desired Settlement: I want the amount stated on the coupon to be deducted off my bill. I spent $232.85 which qualifies me for the $75 off coupon which should have put my bill at approximately $157.85.

Business

Response:

We are issuing a credit of $75 to her Lane Bryant Credit Card.

-[redacted]

Review: I made a purchase online at lanebryant.com on June 27, 2014, and had it shipped to my local store. The amount of the order ($77.94) was deducted from my [redacted] account (which is connected to a [redacted] card) on July 2. I called the store and explained to the sales associate that I was no longer interested in purchasing the items, and I wanted to know how I could return them. The sales associate told me that the charge to my [redacted] account would not go through until I picked up my items, and so if I did not pick them up, no charge would go through. I did not pick up my items, but the charge remains on my [redacted] account.

I reached out to customer service via online chat and no resolution was reached. I then reached out to customer service via phone and spoke with a representative who told me that she would attempt to have my issue resolved the following day. Unfortunately, I have no idea if my issue will be resolved; all I know is that I paid $77.94 for items I did not receive, and I was given misinformation by the sales associate at the local store. If she had e-mailed me a tracking number for the return package as she had promised, this likely could have been resolved much more quickly. As it is, it has been over a month and I still have no refund for the items I never received.Desired Settlement: I simply would like a refund in the amount of $77.94 for items I never received.

Business

Response:

Hello,

I am seeing that the return did finally get processed on 9/5/14 and the customer was refunded the full amount to her [redacted] account for 77.94. Unfortunately, the store associate did not tell her the correct information, customers are charged as soon as the items are shipped from our warehouse to go to a store location. The store should have initiated the return for the customer once they received the package. It should have been returned back to the e-commerce warehouse so that a refund could be processed. I apologize she was given the incorrect information.

-[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I returned items to the store and was not credited appropriately for the correct amount. I have contacted Lane Bryant directly and the bank that issues their credit card multiple times via phone, email and certified mail regarding the return. Company charged me a $30 late fee when I paid my bill on time and also a finance charge that would not be applicable had the returns been credited properly. As a result, I have closed my account so that I do not incur any additional faulty charges.Desired Settlement: I am requesting a credit in the amount of $51.93 for returned merchandise, a $30 adjustment to remove the "late fee" and a $6.99 credit for the finance charge on merchandise I no longer have in my possession.

Business

Response:

I do not have any notes on this order that she tried to contact us to resolve this for her. I see that she ordered 468.16 worth of merchandise and then returned $360.80 on 8/13/12 and that was refunded to her Lane Bryant Credit Card.

She may have contacted the bank directly to have this taken care of, but that is all the information I have on this one.

-[redacted]

Review: I received a coupon from lane Bryant in the mail saying I would get a free pair of jeans with any purchase. I ordered the items and the order had the correct total until I hit the submit button then it changed the total to include the full price of the free jeans and billed my credit card for the full amount. When I called customer service they said they fixed it but could not send me any verification email with the correct amount. I spoke to Satchel. I asked for a supervisor and was told immediately that there was not one.Desired Settlement: I want a verification email with the correct amount on it and I want my credit card not billed for the incorrect amount. It should be illegal to change the total after you hit the submit button. I mean isn't that a theft, billing my credit card for the incorrect amount? Lane Bryant should not send out coupons that it isn't prepared to honor. I spent way too much time trying to straighten out this mess, and I'm not done yet. All I wanted was a verification email with the correct amount in it and a correct amount billed. Meanwhile $80 of my credit is not available if I need it until Lane Bryant decides to fix this problem. Lane Bryant is ripping people off. I think they should have to pay a fine every time their system doesn't work right. I am sure they allow this on purpose. I wonder how many people don't notice until they get their bills. Still they over billed my credit card which I did not authorize. I authorized a $35.00 bill not $111.00

Business

Response:

[redacted]

August 15, 2014

RE: Lane Bryant Retail Online Order

Revdex.com Compliant ID #[redacted]

Dear [redacted]:

Thank you for contacting [redacted] Bank regarding the above-referenced account. As the bank

that issues Lane Bryant Reqil credit card accounts, we are here to assist you with all accountrelated

questions. Your correspondence, addressed to the Revdex.com, was

fowarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand that you placed an order online for two pairs of jeans, and you also had a

coupon for a free pair of jeans. After submitting the order you noticed that you were charged

the full price for the second pair of jeans.

Please understand that Comenity Bank and Lane Bryant Retail are two separate entities.

Comenity Bank is responsible for addressing questions related to your credit card account,

while Lane Bryant Retail is responsible for handling matters related to sales, merchandise

processing, returns, and shipping.

Please contact Lane Bryant Retail directly to discuss this matter. They may be reached at ([redacted])

[redacted].

We hope you find this information helpful and we sincerely apologize for any confusion or

inconvenience this has caused you. If you have any further questions or concerns, please

contact Lane Bryant Retail at the telephone number provided. They will be happy to assist you.

Sincerely,

Consumer Relations Specialist

CC: Revdex.com

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I never filed a complaint against [redacted] bank. I filed it against Lane Bryant. None of the information spoke of in the letter was relevant to my situation. You must have mixed up the complaints with someone else. Go back to my complaint and read it again. File the complaint against Lane Bryant. They are the company that charged my credit card incorrectly. I dont have a charge account with Lane Bryant. I used another card. When I put my order through the website it had the right price until I hit the submit button then it changed the total. This is dishonest. Surely there is something you can do about it.

Regards,

Business

Response:

I have order number [redacted] for this customer and in the order she has a pair of Genius Fit Trouser Jeans in dark wash and am showing that they shipped to her free of charge. Her total for this order was $35.00 + 2.10 in tax, for a total charge of $37.10 to her credit card. I believe that is what she is stating she was supposed to be charged.

-Krista

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They did not address the problem. Yeah in the end I received what I ordered at the right price after I had to call customer service to get it fixed. When I placed the order the correct price was on the order and then after I hit the complete order button it changed my total. How is that ever okay? A person carefully goes through the shopping process picks out what they want and agrees to a price and what will be charged to their credit card and then when the order completes the total is quite a bit more than they agreed to. Again, how is that ever okay? They put a hold on my credit card for the full amount for several days and the customer service rep said there was nothing they could do about it.

Regards,

Review: I placed an online order on march 8 2013 @ 7:22am. Once I placed the order and used my credit card. I recieved a confirmation email that my order was recieved at 8:22am. At 1209am on march 9, 2013 I recieved an email from the consumer that my order was cancelled " due to all items were out of stock". I thought , that was odd because the order I placed was with cacique and under the new arrivals tab.... And all of the new arrivals are out of stock... So. I then check with my credit card company and the money for the order was still pending and fund are still on hold. I went back to the website just to check to see if the items were out of stock but they were not. I called on march 9,13 at approx 930 am customer service department spoke with [redacted] the CSR. I explained the email and gave her my order#. She stated my order was not canceled because the items were out of stock but the promotion code I used from the site discounted the products too low due to a glitch in there system and they cancelled my order completely. I asked why couldn't they have sent an email requesting I contact them regarding my order and explained once I called. She stated they cancelled every order that was placed with the same reason code and it is up to the customer to call back and inquire about the order. She did offer to replace the order with the correct but when I attempted to place the order my credit card was still holding the funds. I asked if she could speak with my credit card company to have the pending funds released as an error. She stated the only thing she could do is fax my credit card a release of authorization but could not speak with them. I contacted my credit card company they stated if the company would speak with them they would release the hold immediately but the faxed information would go through a process unless the company released the funds through there bank expediently. As of march 14, 2013 my order was cancelled but my funds are still pending because lane Bryant refused to speak with a CSR with my bank. This is a six day hold.... I am very disappointed in lane Bryant because they canceled my order due to an error on there system and sent me an email with a lie about the reason for cancellation, then refused to handle the release of my pending funds more expediently by speaking with a CSR with my bank.. I asked to speak with management, [redacted] insisted there was no one available... After much insisting I finally spoke with melody in management requesting that she authorize [redacted] to do a one time courtesy to speak with my bank over the phone to expedite the process. Melody was rude and stated she would not authorize [redacted] and would not extend the promotion or send me anything, and hung up on me...Desired Settlement: I think lane Bryant should assist the consumer as much as possible especially when the problem existed with there system, by extended the promotion and they should have contacted the customers directly and had there bank release all of those pending charges since there system was the problem....

Review: On 02/19/2013 order number [redacted] my order was to be delivered on 02/22/2013 I was home all day for what ever reason ups saying that it was delivery after to my address by some one name [redacted].My problem is I was home all day and no package was delivery to me two no one in my house name is [redacted].I don't have my package and your company got paid I contact your company the on the phone was lost no help send a email and live chat I was told that it was delivered and it nothing can be done about that or contact my credit card company and see what they can do. thing get miss place lost that not my name so your company need to look into were my pack went with the carrier that they choose I not a happy customer ans customer service sucks.Desired Settlement: I really don't want this company to ship anything to me again I don't trust it. I am traveling now I have to but everything over again just give me back my money I don't have your stuff and you have my money.

Business

Response:

We have the tracking number stating that the package was received [redacted] at the address the customer requested to have this shipped. There are notes on her order that she would need to wait 7 business days from after the date we are showing it delivered to be able to receive a refund on this order. There aren't any notes that she contacted us back after the 7 days had passed.

We would not be able to credit her back to her original payment method, since this order was placed over a year ago. If I issue an appeasement to her, she would receive a gift card. Since so much time has passed, can we find out if she had contacted her credit card company as she may have been refunded that way.

-[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I been submit this problem your company just never respond and I did not receive no refund from my credit company so if a gift card is what you can give that would be find.

Regards,

Review: On November 30th, 2013 I placed an order for a pair of jeans Straight leg **'s item# [redacted]. The computer allowed me to place the order, my size was not grayed out and it showed that the item was available for shipment. I received my order confirmation#[redacted] via email later the same day. So the problem that I ran into is on Wednesday 12/4/2013 I received an email stating that the item was out of stock. Normally, a store will not let you order a product on-line if they don't have it in stock. Secondly, when I received the email, I called the customer service department and she explained that they were out of the item. So I kindly asked for her to see if she could locate a store that has one in stock. She said she couldn't but I could call around to different stores. This to me is poor customer service, I've dealt with other companies before, where they didn't have the item available for shipment, but they were able to search their stories inventory. I even spoke with a supervior by the name of [redacted] ID# [redacted] who was unhelpful and was not willing to help at all.Desired Settlement: I would like for someone to fulfill my order, and have it delivered to me. Also, due to the inconvenience they should take off an additional $10.00 off the price of the item. Also, they need to honor the sale price that I paid which was 50% off at the time of purchase (Black Friday Sale).

Business

Response:

December 12, 2013

Dear **. [redacted]:

Thank you for contacting [redacted] Bank regarding the above-referenced account. As the bank that issues your [redacted] Retail credit card account, we are here to assist you with your account-related questions. Your correspondence, addressed to the Revdex.com, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

I understand your concern as indicated in the correspondence, and I apologize for the frustration this issue has caused you.

Please be advised that [redacted] Bank and [redacted] Retail are two separate entities. The Bank is responsible for addressing questions related to your credit card account while the retailer, [redacted] Retail, is responsible for handling matters related to sales, merchandise processing, returns and shipping.

Please contact [redacted] Retail to discuss the merchandise issue. They can be reached at ###-###-####.

I hope you find this information helpful. If you have any further questions about your account, please contact me at ###-###-####, ext, [redacted] (TDD/TTY ###-###-####): I will be happy to assist you.

Sincerely

Review: Lane Bryant falsely advertised a $25 off discount, and are uninterested in resolving the issue. They sent a $25 off card for online or in-store orders, but each time I tried to use it was told that the code didn't exist but I was welcome to complete my order anyway, without the $25 discount. I tried calling the 800 number to order by phone, but the code wouldn't work there, either. It's not a typo issue; I have taken a screenshot to prove it and am happy to provide it. When I alerted Lane Bryant on twitter, they said there was a conflicting promotion (that I was not trying to participate in) that meant there were only two days the card was good for. The last day is today, and I just tried again, several times, to no avail. The $25 is a lie, I believe they know it, and I would like to file a formal complaint against them. If there is any way to make them STOP doing this (this isn't the first time, it's just the first time I've complained -- their business is horrible, but plus size women don't have many options. Most plus size clothing companies are owned by the same conglomerate that behaves abominably, provides overpriced, shoddy products (I've had expensive $50 shirts literally fall apart on the hanger before even being worn or laundered and they don't care!)I would like them to be required to conduct business in an ethical and fair manner. Please let me know how I can contribute to this process.Desired Settlement: I hesitate to demand that they honor their $25 discount, because of the headaches involved with this company's service. It would be nice, but my main desired settlement is that they be fined, or censured, or some other official action that will STOP them from doing this so often. They don't care, plus size women don't have many options, and they gauge and mistreat their customers knowing that they have little choice but to put up with it. I'm open to suggestions. They're a HORRIBLE business!

Business

Response:

I would need to know the code that was send to her to determine what the exact offer was for that promotion. We have some promotional codes that are specific use only and require the use of the Lane Bryant credit card, so I will need more details to be able to answer the complaint.

-[redacted]

Review: I went to [redacted]'s on April 12, 2014 to purchase a bra. I asked for a discount, because they usually give one. The clerk mentioned submitting an application for a card to get a discount. She did NOT say credit card. I DO NOT apply for credit cards. A few weeks later I receive a letter from [redacted] Bank declining me credit that was applied for through [redacted]'s. The clerk did not say credit card application - otherwise I would have told her no. Now I have had my credit ruined further by [redacted]'s. On May 16, 2014 I contacted their corporate office and they had me contact [redacted] Bank - the bank in turn told me that it was now up to me to contact the 3 credit bureaus and file a dispute - great!!! I wanted [redacted]'s to contact the credit bureaus and fix this mess that THEY made. I am not satisfied with the outcome of this - further damage to a credit report by another negative added to it. I want to insure that this never happens to another customer and that the clerk is disciplined for this deceptive practice and trained to TELL the customer it is a credit card NOT a discount card she is applying for on their behalf.

Product_Or_Service: A bra was purchasedDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want [redacted]'s to contact the credit bureaus on my behalf and explain this debacle and have it removed from my report -instead of them trying to make me do it.

Review: On 8/11/14 I bought pants in the store ,,,then on 8/13/14 I returned one pair . I was told I could only be refunded a portion of the price I paid because the store at some point in time was selling those for less.I ended up paying $100 for three pairs of pants and I had a $50 coupon which should have been deducted .The store manager was not helpful and treated me poorly. This is the third time this has happened to me there. On that purchase I earned $50 in bonus coupons. I went to the store again on 9/16/14 to use the earned "bucks". My items came to $99.90. The cashier was very rude and told me I had to look around the store to buy something for ten cents. I searched (I am visually impaired ) There was nothing under $15 in the store . I was told that even though I had earned the extra bucks by purchasing a certain amount items I was not able to use them. The cashier was "Jaymen". She told me the store manager was "Leia". After the first incident I called the corporate office 3 times ..no one responded.The number I was given was [redacted]..the number I called was ###-###-####. I left a message with a receptionist and also 2 voice mails. This store has no respect for their customers , they made fraudulent charges to me .. and they don't help people who are visually impaired to read the tags in the store or to offer help in any way. It's a terrible to be treated.Desired Settlement: I would like to have my money returned from 8/11-8/13 on the purchase I was overcharged for . I would like to be able to use the coupons that the store GAVE me to use . I would like to be compensated for the poor treatment that bordered on discrimination of a disabled person.

Business

Response:

I would like to apologize on behalf of the store if the customer was not treated appropriately, we always want our guests to feel welcome and have a good experience. The transactions that I am seeing in our database are not exactly the same as what the customer explained. I am seeing a charge on 8/11/14 for $74.85. Then on 8/13/14 I am seeing a return for 2 of the 3 items she bought and that totaled 44.90. She then made a purchase right after that for 2 more pants and paid a total of 74.90 for the items of which she paid with the merchandise credit of the 44.90 on the purchase. So, I am not sure what else she would be looking for.

-Krista

Review: I placed an order on the Lane Bryant website for a coat for my wife for Christmas on the morning of 12-18-13. The order # was [redacted] and it was for a Peacoat and overnight shipping, totaling $190.90. I paid using my [redacted] account, an option on their website. That afternoon I went back onto the website in an attempt to have the shipping address changed to my office instead of my home - when I found my order, I discovered it had been cancelled. I called immediately and was told that they were out of the Peacoat, so they cancelled the order - nevermind that I actually had completed the order process FOR this item that morning and had printed my order confirmation. I'm fine with the coat being sold out - my issue is that they charged me the $190.90 and now CAN NOT give me a straight answer as to when I'll get that $190.90 back in my [redacted] account. According to them, the order was never charged - yet I am missing $190.90. The supervisor, [redacted], at x[redacted], explained that it was up to [redacted] and they have no idea - but they were able to charge me the $190.90 just fine. So when ordering from Lane Bryant online, apparently what happens is you don't get merchandise - you just loan Lane Bryant $190.90 until they decide to credit it back to your account.Desired Settlement: I want my $190.90 back since this order was cancelled / never processed.

Business

Response:

January 31, 2014

Dear **. [redacted]:

Thank you for your recent correspondence, addressed to Charming Shoppes Interactive, Inc., regarding [redacted] and the complaint noted above. [redacted] Bank issues credit cards for Charming Shoppes, and we respond to account-related inquiries. Your correspondence was sent to my attention, and l appreciate this opportunity to assist you.

Please be advised that we have no record of previously receiving this complaint, if [redacted]’s complaint is in regard to a credit card account, please forward the complaint to the Revdex.com of Central Ohio as they process all complaints for [redacted] Bank. If the complaint is in regard to a store issue, please forward to Charming Shoppes directly.

If you have any additional questions or concerns, please do not hesitate to contact me at [redacted], ext. [redacted] (TDD/TTY [redacted]). I will be happy to assist you.

Sincerely,

Review: I visited the Lane Bryant store in York, PA with a coupon for $15 off a $15 purchase 2 days before the coupon was to expire. When I went to use it I was told they they would not honor it because they were running a 40% off everything in the store promo. I asked why I couldn't use the coupon since it was within the valid dates and was told that "Our promotions and dates are subject to change and may overlap. Coupons are not valid during storewide events, but this coupon was valid for several days prior to the sale." Also that the coupons were mailed out before they decided to run the 40% off promotion. It is not the consumers' fault that they decided to run a promo during the coupon time. I wasted my time going to the store expecting to use a valid coupon that they refused to honor.Desired Settlement: I'd like to be able to use the $15 coupon or a comparable solution.

Business

Response:

Please let the customer know that we will contact the store and let them know that she is allowed to use the coupon up until 11/18/14. We are telling them they need to honor it for her.

Thanks,

Krista

Review: "On 11/2/13 I purchased boots that were a Christmas gift, some time after Christmas, 12/25, I started wearing them & the other day the bottom of the boot started coming apart. They really haven't been worn much at all, and you can see this by looking at the boot, and with that being said, NO BOOT should fall apart like this so quickly after purchase. I can see if they were $10 boots from [redacted] but these are $55 from a high end clothing store." The latter is the body of the original email I sent to Lane Bryant back on March 3rd. I have emailed Lane Bryant and they did not help. I contacted the Revdex.com with a dispute against Charming Shoppes, Inc but they ignored me. You are my last resort and I do believe you will help me because of you A+ rating with the Revdex.com. I purchased this item with my Lane Bryant card that you handle. I feel like Lane Bryant and Comenity robbed me of $55. My account is nearly paid in full now and you got your $55 + interest, Lane Bryant got $55, and I have nothing BUT busted boots. Please help me.Desired Settlement: I paid $55 for the boots. I want a check for $55 as I have pretty much paid my account in full at this time.

Business

Response:

From: Consumer Relations [mailto:[email protected]]

Sent: Friday, May 16, 2014 11:57 AM

To: '[redacted]

Cc: [redacted]

Subject: Compliant ID # [redacted]

Hi [redacted],

This complaint is regarding defective merchandise and the Bank is unable to assist with this inquiry. Will you please forward the complaint to Lane Bryant.

Thanks [redacted]

Consumer Relations Specialist | Consumer Relations

Alliance Data Retail Services

4590 E. Broad St. Columbus, OH 43213

Office: ###-###-#### | Toll Free: ###-###-####, ext. [redacted]

alliancedataretail.com | LinkedIn | Facebook | Twitter

From: [email protected] [mailto:[email protected]]

Sent: Friday, May 16, 2014 9:01 AM

To: Consumer Relations

Subject: You have a new message from the Revdex.com of Central Ohio complaint #[redacted].

You have a new message waiting for you from the Revdex.com of Central Ohio in regards to consumer complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message.

Please click on the link below to access Revdex.com's Online Complaint Management System to read this message.

Consumer

Response:

The issue was finally taken care of. You may close the case.

Review: I ordered Bras and they came sooner then they were supposed to according to their site and they were ruined in the rain and weather outside because we were on a vacation. I cant get my money back or my bras replaced and it was a lot of money lost I would like one or the other. Its not right that I cant get my bras or money. I just had money taken from me it seems like its not right at all. Please Help!!Desired Settlement: I would really like my bras and my money back because they had horrible customer service

Review: I went to the store [redacted] Mo [redacted]. I returned a item because it didn't fit. I received a $15.45 credit voucher. I went to the store and it is now closed. It was a year ago and now I have no way of getting my money back or receiving my credit. I tried to call the numbers in the phone book to other store and the phone was no longer in service.Desired Settlement: I would like a refund of the valued credit in the form of a check for $15.45 so I can be reimbursed for the sale of the item that I returned.

Business

Response:

Supervisor from the contact center will call the customer and she can either receive a gift card or check for the amount of merchandise credit. She will need to mail the merchandise credit to Lane Bryant C/O Global Response [redacted] FL [redacted]Supervisor Call Back [redacted]

Review: Visited their store on April 26th and went to pay for my purchases, after they tried running my bank card I was told that they were having computer issues and the transaction would not go through. I left the store without the merchandise. Was surprised a few days later to see the transaction had been processed and the money deducted from my account. Have since contacted the store and corporate office and still do not have my money back. Have been told it's not their fault, it's the banking industry and I should call my bank or even [redacted]. Corporate office told me last week they started keying refunds to customers and mine will probably be one of them. Nobody can verify for me that I was on that list to get my money back. Now today they are saying all the credits were keyed last week and I should see it back in my account by this Wednesday. Again I have no assurance that mine will be one of those. I am tired of waiting, this has thrown my bank balance into the negative and I feel like I should not have to wait for my money to be returned. I feel like I am being led on. As far as I am concerned this is theft and fraud.Desired Settlement: Immediate refund plus any applicable bank fees if I occur any.

Review: Good dayAround the month of April 2014, I purchased a few bras from Lane Bryant. When purchasing them, a coupon was used. After a few weeks after the purchase, I go to wear the bras and noticed, they do not fit. I go back to the retail store to exchange and was told that I had to pay an additional $30 because the coupon was ONLY effective with the original purchase. I explained to the sales rep my situation and she recommended I contact the Corp office; which I did beginning May 2014 via their website - Incident: [redacted]. THE ONLY response I have received from their Corp office is for me to update my contact information; which I have tried to do per their instructions and nothing. I informed them of this issue and no one has taken the time to respond and assist.Since May 16, 2014, Lane Bryant has given me the run around.Desired Settlement: All I want to do is make an EVEN exchange of the goods.

Business

Response:

I apologize the store should have handled as an even exchange. I will be mailing out a $30.00 gift card to the customer by Wednesday 07/23. If this is not acceptable to the customer, please have her contact me directly via email. Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:I want the bras that I purchased. Those bras NOT ON SALE COST MORE THAN $30. Can corporate just communicate my desire for the appropriate size. I don't want a hastle of being charged more. I want the bras I purchased IN MY RIGHT SIZE. I REALLY want these bras. The $30 gift card can buy me another product and I am appreciative; but, I want what I purchased. I want the store to allow me to get these bras in the appropriate size.

Regards,[redacted]

Business

Response:

[redacted] would contact our customer service team and reference case number [redacted], they will be happy to price match to her original purchase. If it is more convenient, please ask [redacted] to provide a number and time that it would be convenient for her to receive a call from a supervisor. if she can have ready, the items, color and sizes of bras she is interested in, it will allow us to service her more quickly. The gift card has already been sent and she can use this on any future purchase.

Review: I made a purchase on 4-26-14 with my debit card and discovered a few days later that I had been charged twice for the single purchase. I called the store and was told they couldn't help me but they gave me a number to call(###-###-####). I called that # and was told they couldn't help me because I hadn't used a Catherine's credit card. They told me to call [redacted] which I have done on multiple occasions even asking to speak with a supervisor. Everyone has been polite but no one has helped me. One customer service rep (Sherrie)even told me my refund was in my

account. It wasn't. The supervisor told me he had to "Run it by corporate" and he would get back with me. He didn't. I have been getting the run around for over a month. Can you Help?Desired Settlement: All I want is my $105.64 back. I will never set foot in a Catherine's store again.

Business

Response:

We were aware of duplicate charges that happened at some of our stores on 4/26/14 and we had issued refund back for the duplicate charges on 5/6/14. This is the authorization number that was used to send this back to her account ending in [redacted], [redacted].

Thanks,

Krsita

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: No refund was ever made to my account. I don"t know who they sent it to, if anyone but it wasn"t me.

Regards,

Review: I purchased 3 bra's from Lane Bryant less than 6 months. When I purchased them I asked if there was any warranties with the bra's and I was told that since they are a sister store to Victoria Secret, just for plus sized women their bra warranties were the same.. Lifetime Replacement. I called to ask what I needed to bring in my Bra's to replace them and the lady I talked to was extremely rude, put me on hold for over 20 minutes, then was put on the phone with a manager who told me they only replace bra's if you have a reiciet, to verify that the bra is actually from lane bryant. In the tag of the Bra it clearly states the size, brand, and says Lane Bryant. In all 3 bras both wires have popped out, 2 of them the straps are shredded and in pieces. I paid $45 A piece for them.Desired Settlement: I would like my all 3 bra's replaced without hassle and same kind and brand, and an apology.