Ascena Retail Group

Review: I purchased merchandise via the Lane Bryant website on 6/13/13 and had it delivered to Store #[redacted]. On 6/26/13 I returned all merchandise to the same store, but the return was not done correctly. The amount that was returned was $122.16 when it should have been $189.66 (the total amount of the purchase, as I returned all articles of clothing to the store). I did not notice this discrepancy until I received my monthly statement from [redacted] Bank (which finances all Lane Bryant charge cards).I went back to the store the weekend of 7/19/13-7/21/13 (I don't remember the exact day) and spoke to one of the store managers after trying unsuccessfully to have the matter resolved through [redacted] Bank (they told me to go to the store). I was given a case number ([redacted]) by the store manager and was told that the difference would be refunded to my account in 3-5 business days.This was never done, as I checked my Lane Bryant account online on 8/11/13 and saw that my account did not have a $0 balance - it was still showing an amount owed of $69.80 ($67.50 and $2.30 interest charge that should have been removed as well, as I returned the items and should not have had interest accrue).I called the store again and spoke to another manager ([redacted], I think, who has actually been very helpful through this process and I feel kinda bad that I even have to submit this report because she's actually on the ball UNLIKE some of the other staff at the store). She has tried to work with me to get the issue resolved, but my account is still showing an amount owed, and now my account has a late charge of $25.00 in addition to two interest charges totaling $3.90.I am now disputing everything through [redacted] Bank, but I am filing this Revdex.com report against the store because of my time that has been spent (and wasted) trying to correct THEIR mistake. I'm afraid this error is now going to negatively affect my credit score, and I am considering closing my Lane Bryant charge card. They are risking losing a longtime customer.Desired Settlement: I want all money refunded to my credit card so that it shows a $0 balance, and I want written assurance that this error will not negatively affect my credit score. Right now my account shows a past due amount that shouldn't be there (because I SHOULD have a $0 balance).I request that the staff of Store #[redacted] receive additional training on how to refund merchandise purchased online and confirmation in writing that this will be done.If they want to keep me as a customer, a G/C wouldn't hurt.

Business

Response:

[redacted] bank will need to be contacted about this. I do not have access to customer's credit information.

-[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. No further action is needed because the matter was taken care of months ago. Please close this case.

Regards,

Miss [redacted], not Mr. [redacted]

Review: I placed two (2) orders on lanebryant.com on Thursday 9/26/13 @ about 9:30 pm. The first order I placed went through without any hiccups. I then placed a second order but I accidentally had it shipped to my home. I work all day until about 5 pm Monday - Friday so I will not be there to receive my order. I tried calling at the time but Customer Service was closed. I called today at about 11:30 am and I explained my dilemma. The Customer Service Rep explained that she is unable to change the shipping address because I had to call 45 minutes after placing the order. First off, I did that but their hours of operation did not allow me to do so. Second, I tried to correct my order online but lanebryant.com doesn't have that feature. If this feature was available, I wouldn't be complaining about their policy. Third, I checked my email to double check the information of my order and the date of order is actually for TODAY 9/27/13 since I placed the order after hours. This is a request that is for an order placed on the SAME day.Desired Settlement: I want my order #[redacted] to be shipped to Lane Bryant Store #[redacted]. Also, add a feature to your online orders to make changes (similar to [redacted]). I should be able to change my order if it is placed on the same day.

Review: I purchased 4 bras during the buy 2 get 2 free online. 111167 LANE BRYANT, Lace trim full coverage bra, CAFE MOCHA, 44DDD 2 Black, 2 Cafe Mocha. All 4 bras stunk when I washed them. I washed them 3 times using vinegar and soaking them then washing them. I couldn't get the smell out and it burned my skin. I emailed customer service and never heard back so I then chatted them. During that process I was sent 2 bras in black and not my cafe mocha ones. But I contacted support again and they were sent. However ALL of them smell again. I took the same steps as before soaking in vinegar, and washing. Again nothing worked. So I took them back to the store where I buy things normally and she smelled the bras and actually asked if I [redacted] them.. why would I have to [redacted] new bras??? The smell is over powering. So we swapped out for black, mocha, white, and wine color. I of course lost out lace because they werent available so I lost money this exchange. Take them home washed them again. Same issue. I am so tired of this. It doesnt matter what washer, soap, or how many times I wash them they still stink. I thought that maybe one was passing to the other so I washed them with a tshirt no problem with the shirt smelling. One of the bras seriously sat for 4 days in vinegar and baking soda. Still smells. I am at a loss as to what to do but this was over 80.00 I spent on bras and I cant even wear them!Desired Settlement: I want to try the bras again and I want them to be inspected and smelled by the office. I also feel I should have a refund for all this hassle but I really just want the bras.

Business

Response:

The customer can return the bras from her order and she will be refunded - she would need to include the order numbers in the return package so that she receives the proper refund for them. When she exchanged them at the store, they didn't smell at that point, is that correct? Why else would she have taken them if they did? I only say this because if I were to order bras to be sent to me from the warehouse they may not smell to me, but they will to her once she receives them. If she returns the items she will get refunded. If she would like new bras, I would suggest she purchase them in a store so that she can make sure they are satisfactory to her.

-Krista

Review: I PLACED AN ORDERED WITH LANE BRYANT ON THURSDAY 3/28 & RECEIVED AN ORDER CONFIRMATION # @ 905AM. THE ORDERED WAS FOR 4 ITEMS THAT I WANTED TO HAVE SENT TO MY PLACE OF BUSINESS. THE NEXT DAY I HAD RECEIVED A CALL & EMAIL THAT MY ORDER WAS ON HOLD DUE TO THEM DOING A SECURITY CHECK SINCE IT WAS THE 2ND ORDER I HAD PLACED IN A WEEK & WAS NOT BEING SENT TO THE BILLING ADDRESS. I MISSED THE CALL BUT LESS THAN 1 HOUR LATER I CALLED BACK & SPOKE WITH [redacted] WHO ASSURED ME THAT SHE WOULD RELEASE THE ORDER & HAVE SHIPPED ON THAT SAME DAY FRIDAY 3/29. MONDAY NIGHT I RECEIVED ANOTHER EMAIL THAT MY ORDER WAS BEING HELD FOR SECURITY REASONS & THAT IT WAS GOING TO BE CANCELLED IF I HAD NOT RESPONDED IN 72 HOURS. I CALLED & SPOKE WITH REP & HE INFORMED ME THE ORDER WOULD BE SHIPPED THAT DAY. NOT TAKING THAT FOR EHAT IT WAS I ASKED FOR A MGR. I SPOKE WITH [redacted] & SHE ASSURED ME THAT THE ORDER WOULD BE SHIPPED & WOULD OVERNIGHT IT FOR MY TROUBLES. I INFORMED HER THAT I NEEDED TO HAVE A TRACKING # BY END OF BUSINESS OR WOULD CONTACT THE Revdex.com. SHE WAS ABLE TO GET THE ORDERED SHIPPED & SENT ME A TRACKING # AS REQUESTED. YESTERDAY I RECIEVED THE ORDERED AS PROMISED BUT 1 ITEM WAS MISSING. I CALLED TODAY TO VERIFY WHERE IT WAS & WHEN IT WOULD SHIP & THEY HAD NO RECORDS OF THE ITEM. I SENT THEM THE CONFIRMATION OF MY ORDER & THEY CREATED A CASE # 78298. THIS IS THE 2ND ISSUE WITH THEM IN LESS THAN A WEEK.Desired Settlement: I WOULD LIKE MY ITEM OVERNIGHTED TO ME IT WAS APART OF MY ORDER & I SHOULD NOT HAVE TO PAY ANYTHING ADDITIONAL & END OF BUSINESS FRIDAY 4/5.

Review: I purchased 4 bras during the buy 2 get 2 free online. [redacted] LANE BRYANT, Lace trim full coverage bra, CAFE MOCHA, 44DDD 2 Black, 2 Cafe Mocha. All 4 bras stunk when I washed them. I washed them 3 times using vinegar and soaking them then washing them. I couldn't get the smell out and it burned my skin. I emailed customer service and never heard back so I then chatted them. During that process I was sent 2 bras in black and not my cafe mocha ones. But I contacted support again and they were sent. However ALL of them smell again. I took the same steps as before soaking in vinegar, and washing. Again nothing worked. So I took them back to the store where I buy things normally and she smelled the bras and actually asked if I febreezed them.. why would I have to [redacted] new bras??? The smell is over powering. So we swapped out for black, mocha, white, and wine color. I of course lost out lace because they werent available so I lost money this exchange. Take them home washed them again. Same issue. I am so tired of this. It doesnt matter what washer, soap, or how many times I wash them they still stink. I thought that maybe one was passing to the other so I washed them with a tshirt no problem with the shirt smelling. One of the bras seriously sat for 4 days in vinegar and baking soda. Still smells. I am at a loss as to what to do but this was over 80.00 I spent on bras and I cant even wear them!

I was given this answer:

The customer can return the bras from her order and she will be refunded - she would need to include the order numbers in the return package so that she receives the proper refund for them. When she exchanged them at the store, they didn't smell at that point, is that correct? Why else would she have taken them if they did? I only say this because if I were to order bras to be sent to me from the warehouse they may not smell to me, but they will to her once she receives them. If she returns the items she will get refunded. If she would like new bras, I would suggest she purchase them in a store so that she can make sure they are satisfactory to her.

-Krista

However I 1 was not given a receipt so I cant return them. 2.) I full expect that I would be contacted by you to discuss this?

In response: The bras did not smell until they were washed. It has now been almost another month and I still have 4 bras that are not able to be worn because they flat out stink.Desired Settlement: I want someone to contact me instead of sending a message like above. What happened to customer service?

Review: I purchased a shirt online 8/22/2014 'the 6th & Lane overlay tunic' and it didn't fit. I returned it to the Lane Bryant location at the [redacted] Center 08/31/2014 and was advised since they do not carry the shirt in the store they have to mail it and I will get the credit once received and they gave me a little piece of paper. On 9/19 I emailed corporate to advise them of the situation and tell them I have not yet received my credit. Roy responded 9/19 and told me to allow 14 days. From my math it had already been 14 days. of and I have yet to receive my money back. Please advise to allow 14 days. I responded back advising them of that and have yet to hear anything. It is now 10/01/14 and has been nearly a month and I still have yet to receive my credit of $55.53 nor has anyone offered to research where the item is. I cannot locate that little piece of paper however with technology these days and the fact that I spend a lot of money in that store they should be able to trace by my name, address, credit card number, something.... I shouldnt have to be out $55.53.Desired Settlement: I want a refund of 55.53

Business

Response:

I see that her online order was placed on 7/23/14 for 56.71. Her return was sent back to the warehouse to have the refund processed. The warehouse did not process it timely and she had not been issued the refund until 10/1/14 and it looks like she contacted our contact center to have this return processed. One of our agents processed the return/refund for her. This should now be refunded to her card. I apologize for the delay in getting this refund issued, but she should be seeing the refund now.

-Krista

Review: I placed an order to be delivered to my home from a retail store. Upon arriving home, I noticed the order was incorrect and immediately went to the company's website. I checked the status of my order and say that it was not packed or ready for shipping at all, and so I proceeded to their chat service to have the order cancelled so that I could replace the order with the correct merchandise. After waiting several minutes to be addressed by a representative (though I was listed as #1 in the queue) I was informed by the service rep that orders are not able to be cancelled, despite that fact that I was not informed of this at the time I placed the order. I asked to speak with a manager and was told the call the customer service phone number.

I immediately called and asked the representative that answered to send my call straight to management. I was told that management was not available now, but that perhaps if I told him the problem he would be able to resolve. I again explained my dilemma and was again told that they would not cancel my order. I asked for management a second time and was told that one was not available but that if I'd like to hold he would put me in queue to speak with one. I agreed and expected to be placed on hold; however, instead of placing me on hold, the representative disconnected my call.Desired Settlement: I believe the store has a duty to tell every customer, whether placing the order online or in a retail store, that their order will not be able to be cancelled after it is submitted. I also believe that there should be circumstances where an order should be able to be cancelled.

Further, the "customer service" I received was horrendous. As a customer service manager myself, I was shocked at the way the representative by phone treated me. It is unacceptable to treat any customer in this manner. I believe I am owed an apology for not only the way I was spoken to, but also for being hung up on instead of being transferred to management like requested.

I tried to contact my bank to see if I could get the charge to my card stopped as I plan to refuse the package. I feel that if there is a charge to my account for requesting the stop payment, Lane Bryant as a company should cover the charge. If I am unable to stop the payment with my bank, I feel that they should pay me interest on the funds as they did not do their best to serve me as a customer and resolve the dispute.

Business

Response:

A refund of the purchase price of the order has been issued. The manager at the contact center will call the customer to speak with her about her experience with the chat and phone call.

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:

While I'm happy with the refund, I am most unhappy with their response of "someone will contact you". I took 16 days for them to respond to my complaint in the first place. But I have not heard from any manager. They have my phone number and email address on file with the original order, so there is no reason for that. I believe that part of their response to be fluff to make people go away and that they have no actual intent of speaking with unhappy consumers. If they have no problems with managers speaking with unhappy consumers, there would have been no reason for me to file this complaint in the first place, as I would have been able to speak to someone on the 6th.

Regards,

Review: I placed an order online for 8 bras at the B1G1 price. When I received the bras, one wasn't even the size I ordered and the rest didn't fit. I took them to a store to return them and was told that they couldn't swap the bras put because the store didn't carry the specific bras I ordered. I then asked to swap for other bras at an equal price and they refused to honer the B1G1, stating that the sale was over, even though when I placed my order, the sale was on. I then contacted the web site support, who told me to get a merchant card, and they would take care of me.

I returned the 5 bras I had with me (3 were mistakenly left home) and got my merchant card. I was told by customer service that they would send me a return address label in 2 days for the rest of the bras. I never received the label, and spent the next 3 weeks calling and getting the run around. They finally called me back on Tuesday (2-11-13, exactly one month after my original order was placed.). They apologized, said they would resend the label and told me that I could get any bras I wanted at the B1G1 price and if I ordered more, I could just pay the difference.

I called today (2-12-13) to place my order, and was told that they would NOT honour this agreement. That they would only do it for 8 bras, because that was what I originally ordered. When I explained to them that I was told that I could pay the difference for more bras, they told me "I'm sorry you were misinformed."

I asked for a supervisor and was told "non were available, but they would "get back to me"..... because they obviously have an excellent track record at that.

Now I have NO bras, a merchant card that is useless, and they will not honour anything they have said. This all started over a month ago, and no one wants to do anything about it. WILL NEVER SHOP THERE AGAIN! WOULD NOT RECOMMEND TO ANYONE! WORST EXPERIENCE AT A STORE I HAVE EVER HAD. THESE PEOPLE DO NOT CARE ABOUT THE CUSTOMER. DISGUSTING.Desired Settlement: I would like to be able to place the order at the B1G1 price, as promised, for what I would like, and pay the difference, like I was told. I would also like something offered for all of the trouble and time this has caused me.

Business

Response:

The stores should be honoring the promotion the cusotmer originally received for their online purchase. The customer could have also returned them to the online warehouse and placed a new order with the correct sizes and we would have honored her original pricing.

-[redacted]

Review: I have multiple issues with the company. First, I did not receive a package invoice or return shipping label. I was told I could return to the store. When I tried that [redacted] at the [redacted],TX store was so rude and really did not want to help me. She was finding every reason not to accept the return. I finally walked out. Next I tried to call customer service and was left on hold for over 30 minutes. Next issue is I guess there is a problem when you pay with [redacted]. If they accept [redacted] to place an order then way is it so difficult to return an item when you used [redacted]. I have my credit card that was used on [redacted].Desired Settlement: Refund and hopefully one day the company will go bankrupt.

Business

Response:

[redacted] returns can only be processed at our warehouse. The store should have mailed the items back for the customer. A supervisor from our call center will contact the customer to process the return. [redacted] - internal case number

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:

Regards,

I mailed package to address that customer service gave me over 2 weeks ago. When I called to see when I would get my refund, customer service told me that they have not received my package. So now I have no clothes and no refund. I am furious. The total merchandise was $163. I am out $163 plus taxes plus shipping. Thanks Lane Bryant.

Business

Response:

I would need more information to locate the order the customer is referencing. I tried to look her up by her name and am not seeing any online orders for her recently for that dollar amount. Please provide the order number and the tracking number for the return and we wil be happy to accommodate the customer.

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: Item not received. Money taken out of my bank account. Company ignoring my emails.

I placed an order on LaneBryant.com on 10/12/14. The money for this order was taken out of my [redacted] account on 10/14/14. I also received an email on 10/22/14 confirming that my item had been delivered and asking for my review. The order was to be shipped to the Monroeville, Pa store. I have not received the order and despite a chat with customer service and three unanswered email inquiries, I still have not received my order. This company has taken my money, is ignoring my emails (10/21, 10/22, 10/23) and has not provided me with my order. The [redacted] Unique Transaction ID is #[redacted]. Invoice ID [redacted] FOR $27.90.Desired Settlement: I would like a refund for my item in the amount of $27.90.

Business

Response:

I see that this order arrived in the store on 10/27/14 and the customer was sent an email that her order was there and ready to be picked up. Please let me know if she did not receive this or needs additional information. I also am not seeing 3 emails from her email address into our contact center, so I am not sure what email address she had sent the inquiries in to.

-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: The email that she is seeing is from a second order that I placed on 10/22/14, not the initial order that that this complaint pertains to and that I have not received which was placed on 10/12/14All three emails that I sent went to [redacted].custhelp.com. The first one was sent Wednesday, October 22, 2014 8:55 AM. The second one was sent Thursday, October 23, 2014 9:41 AM and the third one was sent Friday, October 24, 2014 8:31 AM.

Regards,

Review: I placed a order on Feb 21, 2013 at Lane Bryant web site. I purchased 5 dresses and it was a third party order with [redacted]. When I received the items at the Lane Bryant store, I was made aware that my return had to be mail back to the [redacted] store directly.

On March 7th, I called Lane Bryant customer service spoke with [redacted] expressed how I didn't understand the return policy. She said in a very condescending strong tone that the Lane Bryant web site makes it very clear that the items I ordered was from a third party. I mention that was didn"t notice the information that I was indeed purchasing from [redacted] and the return policy is 30 days from day I made the order. I felt as a customer [redacted] was not understanding my frustration. At this point my situation was not being solve, I asked to speak to a supervisor, I wanted someone to hear my customer experience. The web site should be easy to understand when making a purchasing of the return policy by pop up screen where you read and sign that you fully understand the return policy from [redacted]. [redacted] said that she would have someone to call me back. I never got a call back from anyone at Lane Bryant. I called again on March 19th, [redacted] answered, I asked to speak to a supervisor. The next person I spoke with was [redacted], I asked why I did not received a call back, she mention there was no notice place for a call back to me. At this point I'm not happy with the customer service department. I spent over $500 in this order and I'm treated like my situation is not important to [redacted] and [redacted]. [redacted] said to me that her boss is not available till next week she would leave a message for her to call me back. [redacted] also said that in references to my order with [redacted] its past the 30 day return policy and it will be return back to me. I asked why when I mailed it off at the post office before 30 days to [redacted]. So I asked [redacted] for [redacted] phone number she refused to give me the number, she said, "it a third party Lane Bryant has to contact the company". [redacted] said, she will have her manager give me a call back next week. After our conversation I looked up [redacted] phoned number spoke with [redacted] on 3/19/2013 she mention that the order did come back on March 12, 2013 it takes 7 days to process the return. Lane Bryant will get the process information from them ([redacted]) and a return should be made very quickly. I called Lane Bryant again asked [redacted] to transfer me to [redacted]. I mention that the information was not correct that she gave me. She said the return process could take 21 days before I see it on my statement.

I have been a customer with Lane Bryant since August 2008, I have made many purchases over the years in the store as well as online. Never had a problem before.Desired Settlement: As of today 3/19/2013, I'm in the process of waiting for my return to be process and see my credit of $500 plus back on my lane bryant charge card.

Review: I am a recent graduate with a phd in clinical psychology. I updated my profile online to include Dr. to have a new card sent. A message popped up for me to contact customer service. The rep stated she was unsure why and that a letter will be sent out. I asked if there would be any in quiry to my credit in which she stated no. The next day I received a credit alert from my Experian report. I called and spoke to a supervisor in which she stated my credit was pulled because I have a fraud alert. I explained I do not have a fraud alert. She then stated it "fell" off and she now issue me a new card wirh Dr on it. I then stated I did not want card and will not use card again. I stated not being told my credit would need to be pulled.Desired Settlement: I would like credit inquiry deleted

Review: Lane Bryant sent an expired coupon in which I would have used, but received late. Called to headquarters someone finally called me back, she offered to send me a gift in the amount if the expired coupon ($25) but I never received the gift card. I've waited over a month and still nothing. On my first call to customer service they were rather rude and wouldn't allow me to speak to a supervisor, I thought I would get a better outcome calling directly to the headquarters but that didn't solve anything eitherDesired Settlement: I would like to receive what was promised

Review: I have tried to contact Lane Bryant's customer service department about a return for an hour today. Their voice activated receptionist kicked me back and forth between the main option and the dept. I requested. When I hit the correct number for my problem, I was returned to the main switchboard repeatedly. I called back and was hung up on.

I returned two items in the beginning of August. I called to track them in early September, and was told it takes 4 to 8 weeks to process a return (which is ridiculous). It's now been over 3 months, I am paying interest on a Lane Bryant credit card for items that I returned over 3 months ago. I am thoroughly disgusted with this firm, and will probably not purchase by mail order in the future.Desired Settlement: I would like a refund for both items and to have my credit card statement adjusted for any interest and/or late charges accrued.

Business

Response:

I apologize for the delay in the processing of her refund. I have issued the refund today, because of the amount of time that has now passed she is going to be receiving an electronic gift certificate (this is automatically generated.) I will remove the funds from the gift card and request that the funds be placed on her Lane Bryant credit card account and will ask to have the interest charges removed also.

-Krista

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. Thank you very much for resolving this problem.

Regards,

Review: This is concerning order number [redacted], Case number [redacted]. I returned 4 items from this purchase and have not received a refund as promised.

On 6/10/13 I called customer service and spoke with a rep who confirmed I could return the items within 90 days of purchase. Because she could see 90 days would be 6/13/13, she advised to return the items in the store and even looked up a few locations. She did not inform me that because I paid for my purchase through [redacted], it could not be returned in the store.

On 6/11/13 I went to Lane Bryant location at [redacted], MO. The cashier did not realize the payment method from my online receipt until she tried to apply the refund. This is the first time I was advised that I had to return the items by mail. Because it was 2 days before the 90 day deadline, the rep called customer service for me from the store and the rep I spoke with assured me that although it would be past the 90 days, because I had attempted the return it would not be an issue for me to receive a refund. She even told me I would have to allow 30 days for the refund back to [redacted], even though the policy is 14 days.

I received an email on 6/27/13 stating that one of the 4 items was received and a gift card had been processed. At 6:34 pm I called customer service and spoke to another rep who was quite rude. I was concerned about the other 3 items being received as they were returned in the same box and the refund for all items. The rep explained that there wasn't any indication that I'd previously called about the order or returns and continued to try and convince me that a refund is a gift card. She also explained that all of the items are processed separately and this is why only one item had been accounted for. Because of her reluctance to help or listen I requested a supervisor.

On 7/1/13 I received a voice mail from [redacted], a manager in customer service who left me the case number information. I returned her call on 7/3 and she was unavailable, but I spoke with a rep named [redacted]. She explained there was an indication on the account that a check would be sent to me as a refund, but she could not see much else nor confirm that the 3 other items were received. She said she would send [redacted] a message to call me back and I have not heard from her to date.

Later that evening at 11:52 pm I received and email confirming that the other 3 items were received and that I would receive a gift card for $151.20.Desired Settlement: I would like the refund for all 4 items as promised. This can be in the form of a check to my residence or back to my [redacted] account as promised on 6/11/2013.

Review: I ordered with Lane Bryant on Nov 12 2014. My Order #: [redacted] after using a discount code my order totaled $142.89.

Several days later I recieved an email from the company saying a dress that I had ordered was out of stock, yet it seems I was not only overcharged for the order but am still being charged for the unavailable/unsent item.

I know this because have an Lane Bryant credit account and this is my only order with this company. In fact My Credit limit is 250 and I only spent about $142.89 on order #[redacted] using a promo code to get a discount which showsup on my invoice.

This missing dress cost 44.98.. and should have not been billed at all since its out of stock. Not only am I being billed for the out of stock Item but Lane Bryant is not honoring their discount code.

A total of $237 for all this is being charged to my account for $90 worth of merchandise.

With this order I should have had a balance of 107.11 left on my card and I have $13!.Desired Settlement: I would like Lane Bryant to honor their discount code on the fact their item was out of stock after purchase and refund $160 onto my account immediately since I am being overcharged for items, even ones I didnt recieve.

Business

Response:

Customer was charged a total of 95.26 for her order. She is correct that one item canceled off her order and did not ship to her, she was not charged for that item. The two items that did ship are the Metallic colorblock sweater dress and the Pointelle skater sweater dress, both of these items received a discount of 50% off, they were originally 89.95 each and she paid 44.97 for each one. There was a shipping charge of 5.30. This may have been a timing issue, when the order was originally placed it had "authorized" her card for the full amount of the purchase, which would have been about $135.00. That pending auth will stay on the card until it drops off (since the dollar amount that was actually charged to her card was a different amount.) This authorization should fall off shortly if it hasn't already.-Krista

Review: On May 10th, 2013 I visited the Lane Bryant website and purchased a dress using the coupon code [redacted]. The coupon was $25 off of $50. My total including shipping was $52.90. However when I clicked submit the discount was removed and I was charged $82.97. The following day I called LB customer service requesting to cancel my order as I could have visited the local store and purchased the dress for cheaper than $82.97. I was told that I could not cancel the order but instead to wait until the order is shipped and to call back to have a customer service rep apply the discount. On May 13th I called customer service after having received the shipping confirmation. I was told that the coupon had been applied and that I should expect to recieve a refund for $25 dollar in 2 to 3 days. On Friday May 17th I contacted LB once again to inquire about the refund only to be told that I am ineligible for the discount because I did not use the right card for the purchase. My complaint is that I was not allowed to cancel this order...I was promised a credit of $25 on two occasion and LB did not deliver.Desired Settlement: I am requesting that Lane Bryant honor the coupon and discount my purchase for the amount of $25.

Business

Response:

The original complaint is more than a year old. Coupon disclaimer state that "Qualifying purchase is determined after discounts and before taxes and shipping. This coupon also required the use of your Lane Bryant Credit Card to place the order and the customer stated during a call to the contact center she does not have a Lane Bryant Credit Card. The dress was priced as $69.95 so it did not qualify for the discount. The dress was returned on 05/20/13 and [redacted] was refunded the purchase price plus tax for a total of $74.51. The shipping was also refunded on this order on 05/20 as a courtesy since we were not able to cancel the order as she had requested. Since the customer has been fully credited for her purchase, can this case be closed?

Review: On July 15, 2014, I ordered an item from the Sonsi/Lane Bryant websiteHowever due to the fact that it was being fulfilled from another store (Swimsuits for All), upon returning it I had to return directly to the companyOnce received by the company it is Lane Bryant's responsibility to credit my account being that I used my Lane Bryant credit card to purchase the item(s)This is where the problem beganI followed instructions to a tee as to how to return itIt was shipped via USPS day Priority mail and I was given a tracking numberI shipped it back August 9, and it was received by Swimsuits for All on August 11, I called Swimsuits for All a few days later to verify receipt and they confirmed that they had received the item(s) and was told that the information regarding my refund was sent to Lane BryantI called Lane Bryant the week of the 18th of August and the repinformed me that they had not yet received the information and to give it 3-daysI was concerned as to when my account would be credited due to the fact that I have a payment due on the 28th of August and didnt want to pay for an item I had returned, nor have a negative impact on my credit accountWhen calling Lane Bryant again on the 26th of August I spoke to a repby the name of Carrie S[redacted]She informed me that Lane Bryant no longer had a partnership with Swimsuits for All and that I would need to get my refund from themThis didnt make any sense mainly because I purchased the item with my Lane Bryant credit cardI patiently explained all steps previously taken and was told that the previous rephad given me the wrong informationI asked to speak to a manager and was put on hold numerous times however I have yet to speak to oneFinally after almost an hour I was told that the matter would be handled by Lane Bryant and that she would call me back with a purchase order number indicating that my return was in process of being creditedNeedless to say I received no such callAs of today, I called Lane Bryant once again and spoke to a repby the name of MichelleShe proceeded to tell me that there was nothing Lane Bryant could do for me and to call Swimsuits for AllI flat out refused! I told her of the conversation with MsS[redacted] and she then opted to put me on hold to speak to her supervisor so that she could get permission to process the refundI was given a case number and told that someone would get back to me withing 24-hours, well actually I was told to call back within that time frame which I found unproffesional and unacceptableI told Michelle that Lane Bryant should be ashamed of the way that they handle loyal customersIt was as if they wanted me to do the leg work for the refund/credit while giving me the run aroundI am appalled and to be honest I do not expect a call backI feel helpless with this situationIt's as if I'm in the twilight zone!!!!Desired Settlement: A refund/credit to my account as well as perks/discounts/coupons for future purchases for all that I went through
Business
Response:
I apologize for the problems she experiencedI do so this customer was refunded for her order in the amount of $for her swim suits for all item on 8/27/For that refund - she received a refund of $back to her Lane Bryant credit card and a $gift card, this is due to the fact that this was how the order was originally tendered
-[redacted]
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf 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 meRegards, [redacted]