Business Profile

Womens Clothing

Ascena Retail Group, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ascena Retail Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

69 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/18/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
According to UPS my order with Lane Bryant was shipped back to them because they put the wrong address on the package* ****************** UPS tracking #. I called Lane Bryant's customer service and was told that the order amount would have to be refunded to me and replaced again. I refuse to be refunded and then recharged again because of an error with the company. My experience with customer service was horrible. I was talked to as if I made an error with my address and it's correct under my account in the system. Had the error been on my, the second part of my order that's coming through the regular USPS would be incorrect as well. The customer service representatives should be educated better on how to explain things to customers. I understand the language barrier, but customer service should be better. I asked to speak to a supervisor and was constantly harassed by the representative before the supervisor was put on the phone.
Business Response
Date: 04/25/2025
We are sorry for the experience described by ****** *******. We have ensured the feedback is shared for internal review. As a follow up, we have reached resent the order out to her at no charge and left a message as follow up. Hopefully our follow up meets with ******’s expectations.

Sincerely,

Corporate Customer Care
Lane Bryant
Customer Answer
Date: 04/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** *******
Initial Complaint
Date:04/14/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased some items online at ************************** and used a gift card. Unfortunately I returned the items and instead of issuing me another gift card, I was told I would have a credit on my account. That's all great but most of things I want to purchase are not in store, so I typically order online. Furthermore, the 2 store that were close to me have closed. Getting to the next closet store is highly inconvenient and the same rules/procedures should still apply to either purchase in store or online. They are holding my money/credit hostage and telling me how I have to spend it. This is unacceptable.
Business Response
Date: 04/23/2025
BBB:

We have reached out to the customer to devalue the electronic Merchandise On Account (****) and extend an EGC that can be used online. We have requested additional information from the customer regarding the transaction in order to complete. Our current Return Practice for any purchases then returns using a Gift Card for the initial purchase is to refund in the form of a ****. If an order is placed in the store, the **** can be used. We are currently working to allow the **** to be redeemable online. Once we get the details requested from the customer, we will consider this concern resolved.

Sincerely,

Corporate Customer Service
**********************/**********************
Customer Answer
Date: 04/23/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** *****
Initial Complaint
Date:04/09/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed 3 separate orders - on 3/19, 3/21&3/23/25- I went to the store on 4/4/25 and 2 of the orders were there, however the website shows that it is picked up and one of the orders which is order# ************* shows as ready to pick up and it was picked up on 4/4/25. The bottom line is that 3 orders were placed, and I received 2 of the 3. My Lane B***** account has been charged, and I just want the items I paid for to be resent to the store- it is that simple. I called Lane B***** - ###-###-#### and no one has an answer- here is my reference# *****************
Business Response
Date: 04/14/2025
As a follow up to the complaint submitted by ****** ****** it appears the order status got mixed up at the store, Order ************* was marked as picked up in error instead of *************. The contact center is reaching out to the customer directly to see if she wants us to refund or zero ship it to the store for pick up. We will work with the customer to accommodate what she would like us to do.

Sincerely,

Corporate Customer Service
Lane B*****
Customer Answer
Date: 04/14/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** *****
Initial Complaint
Date:03/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lane Bryant sells associate charge my debit card for services that I did not authorize. She charged me for a Perks Reward membership which I refused. She fraudulently charged me.
Business Response
Date: 03/27/2025
BBB:

As a follow up to the complaint submitted by ****** ******, we were unable to locate the charge as she referencing. We have a record of an order placed on 2/14/25 for $37.10 but we dont see a charge for the amount the customer is mentioning.Can she provide a copy of the statement or the date of the charge, store # or if it was an online order, amount and last 4 digits of the credit card used.Once we have this information, we can attempt to locate the transaction.

Sincerely,

Corporate Customer Service
**********************
Initial Complaint
Date:03/17/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lane Bryant is taxing items that are exempt. I sent documentation and their reply is its an accessory. That is wrong. See NJ Tax information under NJ Admin code# 18:24-6.5 Clothing Accessories are incidental items worn on the body are not deemed to be clothing. Taxable items backpack, fanny pack, barrettes, hair bows and other hair accessories, briefcases, cosmetics, wigs and hair pieces etc. It does not list hats or scarves. Lane Bryant put these items as accessories and they are not.
Business Response
Date: 03/24/2025
As a follow up to this customer’s concern we have partnered further with our Tax Department. From a tax perspective, this customer is correct hats and scarves should be exempt from sales tax in NJ. From the details, these nontaxable items are mixed with taxable items all within departments with general classes coded as 05-Accessories. At times some of these items are taxed due to a system limitation and the categories. We have processed credits for this customer when appropriate and apologize for the frustration.

Sincerely,

Corporate Customer Service
Lane Bryant
Business Response
Date: 03/28/2025
As a follow up to Ms. ******** rejection, we wanted to thank her for bringing the issue and additional concerns to our attention. At Lane Bryant, we strive to comply with all sales tax requirements related to our merchandise. We understand your frustration here and appreciate your patience as we investigate an appropriate remedy for hats and scarves. We have credited the sales tax collected in this case and would be more than happy to offer a $50 Gift Card for being a loyal customer. We will send this to her email address. We trust this resolves this matter.
Customer Answer
Date: 03/31/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.
,
Regards,
***** ******
I hope they will resolve the tax issue on the hats and scarves in the near future. Better Business Bureau please post my case on your web site. I feel other customers should be advised they shouldn’t pay tax on these items and know to get the money back by contacting the New Jersey Department of Taxation for a form.
Initial Complaint
Date:03/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought 400 in *** ****** store,and when I sign into my account,it will not let sign into my account..And when I call Corporate they don’t want to answer the phone or help you
Business Response
Date: 03/08/2025
BBB:
We are not clear on what account she is trying to access. If it is her *** ******/**** account, it is managed by ******** Bank and she will need to contact the bank directly at ###-###-####. If she wants to provide additional details that would be helpful so we can attempt to review.

Sincerely,
Corporate Customer Service
*** ******/****
Initial Complaint
Date:01/22/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lane Bryant will not credit back my MasterCard which was wrongfully charged for $117.67. It should have only been charged $17.67. The $100 was on a gift card. It got straightened out on second reorder, but initial transaction is not resolved. They send me a $100 gift card. I don't want more clothes. I ***** ********** credited for $100. Invoice number OLBW214122012,dated 1/1 of this year, and invoice # OLBC001088530,dates 1/7,this year. They send gift card via email. I don't want. I want $100 credited to **********. It is rightfully mine
Business Response
Date: 01/23/2025
BBB:

As a follow up to this customers concern, she placed order ************* with her MasterCard for $117.67 on 1/1/25. On 1/7/25, she called us and asked us to add her GC to her order. She was told that since the order is complete, we are unable to do this. She then called back and asked for a return label and to reorder with her GC. She placed order OLBC001088530 on 1/7/25 for $117.67 with her MC $17.67 and gift card $100. The customer was then refunded on Order #************* on 1/17/24 so she was refunded via Electronic Gift Certificate and to her MC. It appears there was an error with us refunding to an EGC versus the credit card. We have since devalued the $100 e-GC we refunded to her and instead refund on her original order. This has been completed and may take 1-2 business days for the credit to post to her credit card.

Sincerely,

******** *******
Sr. Manager,Corporate Customer Service
**********************
Customer Answer
Date: 01/23/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

*** *********
Initial Complaint
Date:12/20/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Talked to Joy from customer service on 11/14 at around ****** eastern. who admitted that the wrong item was sent to me. I ordered a specific design of a 5 pack underwear and was sent something completely different. Then told me for the correct item to be sent i would have to pay again for shipping and the clothes as they don't have an option in their system to correct their own mistakes. This is fraud I was charged for something not delivered.
Business Response
Date: 01/02/2025
After further review, it appears the customer ordered a 2 ***** packs in the colors Atlantic Deep on August 24. She received Shimmering Stars instead of Atlantic deep for one of the packs.(There was a mix up between the colors Atlantic Deep and Shimmering Stars that has been corrected.) She was refunded $35 for the ***** pack that was incorrect on 11/14 and sent a return label to send back what she received. + we offered to reorder. We are unclear on the request for a full refund of $93.95 back as she confirmed the second pack was correct. We have processed a credit of $23.95 for next day air on this order. Please allow 1-2 business days for the credit to post.

Sincerely,

Corporate Customer Service
**********************
Initial Complaint
Date:12/20/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on Nov. 4th and had been told since the 7th that it was waiting for carrier pickup. The order had been applied to my card and on the 12th I called to try to get an answer when my coat will be shipped and got the same run around I asked for the warehouse phone number to see what the hold up was and was told they don't it. I then asked ifOLBW I would have to ask for santa clause to deliver it in his sled.
Business Response
Date: 01/02/2025
BBB: RE: *** *******

As a follow up to this complaint submitted by *** *******, we have reviewed further. Our records indicate the item was delivered per tracking, this was shipped 11/13 and delivered by **** on 11/14 to her front porch. The amount was $41.28.

******************************************************************************************

As a courtesy,we have refunded the customer for $41.28 to the credit card used for this purchase.

Sincerely,

Corporate Customer Service
**********************
Initial Complaint
Date:12/16/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
11/29/24 I made an online purchase and somehow it reverted to sending it to my old address. I tried to cancel the order and was unsuccessful so I called customer service right away I had to continue calling them back every day and wait until the package had been delivered and then retired to the warehouse to get them to do anything for me instead of just sending h me the items they had to refund back to my debit card which takes 3-5 business days and then charge me again which happens right now this order was around ****** and items were on sale. ****** is what we paid after one item was not available They did agree to honor the sale pricing but now one of the items is out of stock so I am not getting what I ordered still waiting for my refund and when he tries running my card again he enters it incorrectly not once but twice so it declines finning me a panic attack thinking something is wrong with my debit card and bank account. I work for the bank I see the fraud that happen out there I limit the online use I do with my purchases I originally used Apple Pay and reluctantly agreed to let them run my card this way to get the deals. Luckily my daughter let me use her credit card to complete this transaction and I will setttle up with her but how embarrassing to have to ask her for that help. I am looking for them to give some sort of compensation for all my time and activation to get all this straightened out I bet I have spent at least 5 hours in the phone over this stupid even getting this taken care over and that is being very generous. I can promise I will not be shipping with them again.
Business Response
Date: 12/20/2024
As a follow up to this complaint submitted by *** ******, were able to provide additional information on our follow up. The customer placed her order late on 11/29 and then called to try and correct the address on 11/30 at 10 AM. The case was escalated to attempt to redirect the package. Unfortunately,we were unable to redirect and emailed her on 12/5 and advised of this. The customer then called on 12/5 and the agent told her we need to wait for it to be delivered to the wrong address so we can refund. The customer called again on 12/12 and requested a refund. A supervisor approved the refund, and we believe that is when the card had issues. OLBC001083164 was placed. Another supervisor tried to call her back 3-4 times after we received her daily website feedback, to try and help her with reordering with an additional discount and she has not answered or called us back. Another note, the **** tracking does look like her package may have been forwarded to her new address. Also, she called on 12/16 to state she did not receive the new order and was advised to allow 3 business days. We are hoping the package has since been delivered. We are sorry for any frustration this experience caused.

******************************************************************************************
Customer Answer
Date: 12/23/2024

Complaint: 22687259

I am rejecting this response because:
I have voicemail and have not receive any attempt by them to contact me and no I have not received the package or refund so I will attempt to contact them again.

Regards,

*** ******
Business Response
Date: 12/24/2024
As a follow up to the rejection by *** ******, we were able to verify the order OLBW212819892 was refunded on 12/12/24 back to her Apple Pay. The tracking now appears to be return to sender. (It doesnt say it is being return to sender, but it does look like it may be.). The replacement order OLBC001083164 was delivered 12/16/24. There doesnt appear to be a pending issue at this point.

Customer Answer
Date: 12/27/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I called and got a refund for the missing order I will no longer be using your company for any future ordering.

Regards,

*** ******

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Ascena Retail Group, Inc. is NOT a BBB Accredited Business.