ComplaintsforAscena Retail Group, Inc.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordering process needs work. Ordered a strapless bra. Never receives notice that it arrived but received reminder notice. Called store on 10/1 3:59 spoke with a rep. Asked if I could pick up on Friday, October 6th. She stated no problem it had been there a couple days so I had plenty of time. Notice states I have until 10/3 to pick it up. Today 10/3 I received notice my item has been returned. It's not even closing time and my it3m has been returned?? I called to a Supervisor who tells me I didn't call and no one put a note on it. Says I've been refunded and I can buy it back. I asked who I spoke with and she said she wasn't sure. Didn't seem to care about finding the rep and letting them know what she advised wasn't true. They need to work on having everyone on the same page, and show a little empathy. Clarification on whether you have til closing to pick up your item on the pick up date.

  Business response

  10/11/2023

  RE: Case # ********
  
  As a follow up to the customer complaint submitted by ********* ******, the details were shared with the store team for internal review. It is their understanding that there was a technical issue where the emails were bouncing incorrectly. The store team did indicate they helpd the item for an extra day for the client. The store team was unable to determine who the client spoke with at the store with the information provided but did review the issue with the entire store team. The item has been pulled and is now available for the client to pick up at the store if interested.  We would recommend the client contact the store directly if she is still interested in the item.
  
  Sincerely,
  
  Corporate Customer Care
  Lane Bryant

  Customer response

  10/11/2023

  [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. My main concern is that all staff are aware of processes and are sharing correct info to customers.

   

  
  
  Regards,
  
  ********* ******

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Lane Bryant- I am not interested in promotional emails or mailings- there is no way to unsubscribe desist from sending me anything

  Business response

  10/06/2023

  BBB:
  
  Please be aware there is a location via LaneBryant.com to unsubscribe from our email and/or mailing list. It recommends the client call and/or email us in order to have this information removed. We were able to locate this clients information and have confirmed the email and mailing address have been removed from the Marketing Campaigns going forward. It may take a few days for this to fully be removed from our system.
  
  Sincerely,
  
  Corporate Customer Care
  **********************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i placed an order with lane bryant on aug 18 and they have charged twice for the same items and refuse to remove one of the charges. so tru their card company commetiy bank have double charge and refuse to help.

  Business response

  09/01/2023

  BBB: RE:Case ID#********
  
  After further review the issue is an authorization hold which occurs when an order is submitted. Customers are not charged until the order ships. Therefore, the customer was not charged 2 Xs for $48.93 as she is stating. The customer placed 2 orders on 8/19/23, one for $48.93 and another for $57.88 for a total of 4 items. We would encourage the customer to contact her credit card company if she still feels the charges were incorrect. On our end, the orders and charges processed correctly.
  
  Sincerely,
  
  Corporate Customer Contact
  **********************/**********************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 24, 2023 I had a couple of returns one for an online order another for a pair of short I purchased in Tucson on a trip and needed to return. I placed both items in the return box. Unfortunately I didn't know they do not process store items. I've called several time and each time I get the same answer, Corporate is looking into processing the return. I even ask to speak with a manager and none are available each time I call. I've asked them to return my shorts and they cannot do that either. They have an incident number they assigned to me #*************, The amount owed me is $46.68. I'm at a loss as to what to do and I'm hoping you can provide assistance in this matter.

  Business response

  07/27/2023

  Hello
  
  I am responding on behalf of BBB Concern ********. This client reached out regarding an item purchased within a retail store that she had mailed back to our Online returns center. The client wasn't refunded as unfortunately our Online Store isn't able to process returns/exchanges for any product originally purchased within a store. They are only able to refund items originally tied to an associated online order. However, in the interest of customer service, a courtesy credit was issued to the clients credit card in the amount of $47.00 on 7/17/23 to account for the value of the referenced purchase. The client should have received an automated email confirming the credit was completed, and the refund should have posted by now. Thank you.

  Customer response

  07/27/2023

  has been resolved and you can close this out.

  
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So apparently I have a Lane Bryant Credit card I know nothing about. I tried to apply for one and it says I already have one. Well I don't have a Credit Card. I called Lane Bryant and they said I do and they can't give me any information. I do not have the phone number that's listed for my supposed Credit account Years ago I was homeless and my purse was stolen along with my phone and all my info I had no info on how to get my stuff back since I had no help from the authorities.When CoVid hit in 2020 someone used my SS number to try to file unemployment for ************ I was still in *****.I filed a fraud for that. I just think Lane Bryant could help me if they wanted but choose not too. I am reporting them to a higher up because if they gave a card to someone pretending to be me they should be in trouble as well!!!!

  Business response

  06/27/2023

  
  BBB: RE: Case ID: ********
  
  Please remove this complaint from this business listing. Lane Bryant retail does not have access to credit card information.The Lane Bryant Credit card program is managed by ******************************* financial institution. We do not have access to resolve any credit concerns it must be handled by the credit card company directly. The # to ************* for Lane Bryant credit card concerns is **************.
  
  Sincerely,
  Corporate Client Contact
  Lane Bryant 

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/6/23, I made a purchase with Ann Taylor in the amount of $220.35 (Order# ************). Prior to receiving my order, all items were discounted an additional 15% on 5/8/23. I contacted an agent via phone on 5/8/23 to request an adjustment. He advised my request would be sent to a special team and I would receive an email confirmation of the adjustment. No email was received as of 5/9/23, and I used the chat feature, and was again told my request would be send to a special team and I would receive an email confirmation. As of 5/16/23, no email was received and I contacted the chat. I was advised that I need to wait for a response from the special team and "since the report has been made from the time you contacted us and we will definitely honor the same discount". As of June 11, I have received no contact or adjustment. Copy of chats are attached. Of note, I returned one item (Style #:614018 at $35.40). The item was received by Ann Taylor on 5/24 and I have yet to receive a confirmation of receipt or the credit. UPS Tracking ******************* Copy of return label attached. Ultimate resolution is 1. A 15% price adjustment on my purchase after the $35.40 return ($220.35 - $35.40) * 15% = $27.74. 2. Credit for my return of $35.40. In hindsight, I should have returned all items and repurchased at the lower price. The 30 day return policy has since expired.

  Business response

  06/14/2023

  BBB RE: Case *********
  
  After further review, the client received the additional 15% off, that is why no Price Adjustment was processed (she got 30% off + 15% off). The client’s return was processed on 6/12. We hope this information is helpful.
  
  Sincerely,
  Corporate Client Contact
  Ann Taylor

  Business response

  06/28/2023

  We have confirmed with other orders that were placed on this day, May 8th, the promotion was the exact same promotion this client received. The Electronic Gift Certificate was devalued and an appeasement was processed on 6/26; therefore the client received a credit for her return. The client was informed it may take up 10 days for the process to be completed.  
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor/LOFT

  Customer response

  06/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I acknowledge a 15 % promotion was available on my original purchase date and the subsequent date.

  My dispute is that the base price of the items I purchased were further reduced within a day of my original purchase.  The responses to date have yet to address this and remedy the situation.

  Why did three separate customer service representatives inform me the adjustment was sent to a 'special team' that I never received a response from? Very deceptive practices.

  
  Regards,
  ***** **** 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a good customer with Lane Bryant since 2013 with no late payments. Was enticed to add a buyer to my account, when I removed buyer, the company closed my account, which greatly affected my credit rating. All I've received after I seeked their help in fixing the matter has been nothing but excuses! It feels like a scam, false advertising and unprofessional!

  Business response

  05/02/2023

  BBB: RE: Case *********
  
  Please remove this complaint from the Lane Bryant retail group. Lane Bryant’s credit card program is managed by Bread Financial (Comenity) and we do not have access to research or resolve a credit card issue such as this one. Please move the complaint to Bread Financial. The client can also contact them directly at ###-###-####.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant
  

  Customer response

  05/10/2023

  [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

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in November I bought a super cute sweatshirt on final sale. It was14.99. Great deal. I was not ready to wear it until Feb. Then I found A big hole in armpit. I took it to store tags on and they refused to return it as it was as is. Final sale. I had kept it in bag. fine. I do not Sew so I took it to a shop.cost me 11 dollars to fix it. I love it.I think lane bryant should give me 11 dollars credit for what it cost to fix it. Not okay that my deal was no longer a deal and their service *****

  Business response

  03/28/2023

  BBB Complaint ID#********
  
  We are sorry to hear of the clients product concern as described. As with any Final Sale product, it is purchased with the understanding that it is not able to be returned and/or exchanged. This does not change if months later a product concern is recognized. Our website and receipts state the below. The store was correct in not accepting the return according to our practice; however, we will share the concerns shared regarding the product concerns.
  
  Merchandise marked final sale and ending in $XX.98 is sold as is and may not be returned or exchanged and is not eligible for price adjustment.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant
  

  Customer response

  03/28/2023

  
  Complaint: 19854764
  
  I am rejecting this response because:
  I see the point but how can you not stand behind the clothes you sell? This is also wrong.  I did nothing wrong? 
  
  
  Regards,
  
  *****************************

  Business response

  03/31/2023

  Please provide the store location, date you were in the store and if you have the receipt. 

  Customer response

  03/31/2023

  
  Complaint: 19854764
  
  I am rejecting this response because: this was at the ******** location. I do not have my receipt but they were able to find it under my lane bryant credit card
  
  I mean I do shop there so much they know me by name.  

  I shop all the time but have not had an experience like this
  
  Regards,
  
  *****************************

  Business response

  04/04/2023

  BBB:RE: 19854764
  
  After further review with the store team and District Manager, there have been exceptions in the store team has made for this client. The purchases are Final Sale and a defect is found later or the return doesnt meet with our Return Practice.Since we have made exceptions in the past and the merchandise was purchased at Final Sale, we will be consistent with our Return Practice guidelines and we will not be refunding the product.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My on line account at Ann Taylor stopped working for returns which then requires me to call customer service to get a return label so that I can return my clothes on line. I called multiple times to ask someone to look into as to why it was not working. Four months of chasing this issue nothing was resolved and no one got back to me. I then returned my items with a label they sent me via email and someone at Ann Taylor sent me all of the clothes back. The clothes were returned within a week, never worn and all labels still attached. I called the customer service number again. Sent pictures of the return and the clothes and the lady agreed. She said someone would call me back to help resolve. No one called back. I called again and same answer. I had to drive 30 minutes to the store to return in person. I continued multiple times to call ann Taylor for a fix to my account. I continue to get an answer that someone will call back. Never received a call. Then I had another order and called for a return label and they said they cannot send a label anymore and someone from corporate would call me. I said I am not looking for a free return just a label so I can return my online order because my account is still not working and I have 30 days. I tried calling, texting and chat. Each time I am told someone from corporate will call me back but four months later I never receive a call. Then I asked to speak to a supervisor and they either tell me they can't do that or they will put me in a queue for a call back. No one calls me back, no one sends a return label and no one from "corporate" since November has called me back. Every customer service person gives me a different answer and a different rule. Meanwhile they have a 30 day return policy which they are making difficult to honor. This business was taken over and it is following unethical customer service practices.

  Business response

  03/17/2023

  BBB: RE: Case # ********
  
  
  Our decision is final and is based on our records. We have informed the client that we will no longer accept her returns made through our Ann Taylor/LOFT Online expedited return process because several of her returns have not met our return standards as set out in our Return Policy. Specifically, on several occasions the items included in your return package did not match what was stated to have been returned or the items were damaged, worn or otherwise not acceptable. As we have mentioned in our previous email to her, she is still able to return her merchandise to our Ann Taylor store using her own shipper if she do not wish to return your items to one of our Ann Taylor stores; however, you will no longer be able to access our expedited return process. We will not be following up further.
  
  Corporate Client Contact
  Ann Taylor/LOFT

  Customer response

  03/17/2023

  
  Complaint: 19601517
  
  I am rejecting this response because:
  They have never communicated this to me.  I have never returned damaged or worn items.  In fact, I sent them pictures of items that had tags attached, had only been received within the week and were in perfect condition.  The customer service agent agreed with the pictures.  There was nothing wrong with the items and they had all the tags on them.  Additionally, the reason some of the items did not match the return is that the system did not work and it was not made clear to me that I could not return all the items with that label.  This only happened once the online returns did not work.  No ONE has called me or communicated this to me.  They should check the history.  I received multiple messages as of two days ago saying someone would reach out to me from corporate.   I have been a customer for TWENTY years of this ********************** including a credit card holder.   In 20 years this has never been a problem- the new corporate owners are ruining the Ann Taylor that once existed.  These are lies and completely not factual.  I have emails, texts and photos to prove it. I also explained to them that I do not live near a store so they are discriminating against who can shop on line.  I will be taking this forward to the next level unless I get a resolution to this issue.

  
  
  Regards,
  
  *************************

  Business response

  03/20/2023

  Again, we have provided our stance and will not be changing our decision. There will be no further responses from Corporate. Our Asset Protection Team determined these actions and we reserve the right to restrict returns that do not meet with our expectations. This has been the case with this client's returns.

  Customer response

  03/21/2023

  
  Complaint: 19601517
  
  I am rejecting this response because: This is fabricated with lies that if they look through the history of the messaging from their client service team they will see this.  I can attest that not ONE person after being a customer for 20 years had the courtesy to call me back after contacting them over a period of four months. 

  I will also be contacting other agencies in response as I have noted several complaints lodged on consumer affairs where Ann Taylor have treated other customers the same in regards to the return policy.

  Additionally, even if I wanted to return it myself via email I CANNOT print a return invoice to even take it to the *** store.  After contacting them, I have again received no resolution to this whatsoever which means once again they are discriminating against on line shoppers.

   

   

  
  
  
  
  Regards,
  
  *************************

  Business response

  03/24/2023

  I am following up from Ann Taylor Corporate regarding the continued rejections of our responses to *************************. I am not responding to this clients continued rejections further and we ask that you support us from a business side. This client is abusive to our Return Practice, utilizing our expedited Return process on our website. Once the package is scanned, she gets an immediate credit. She has been blocked due to multiple returns not meeting our expectations (damaged) as determined by our Asset Protection Team.  She is only blocked from utilizing this link to get an expedited return and immediate credit before we have an opportunity to review. She is still able to use her own shipper and/or take it to her local store so we have a chance to review the merchandise prior to a return credit being given. We kindly request you consider closing this complaint. Our decision is final and based on our records.
  

  Sincerely,
  
  Corporate Client Contact
  Ann Taylor

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is an incorrect charge on my LOFT Mastercard issue by ************** The incorrect charge was made by retailer Ann Taylor. For 5 months now, I have been trying to get my account credited and this issue resolved. I have received several emails from Ann Taylor acknowledging the credit, but the credit is never applied to my account. I have made countless calls to Ann Taylor customer service and ************* customer service trying to get this resolved. I have sat in chat rooms for hours, I have sent emails and mailed letters to Ann Taylor, their parent company Ascena, to ************* and their parent company **************** yet the credit still not been applied to my account. I have left messages with Ann Taylor's corporate offices in ******** and ***********. Im getting charged late fees by ************** and I am receiving collection calls from them as well. Every time I call Ann Taylor **************** or ************* ****************, I am speaking with someone in a foreign country who is reading off of a script and no one helps me. There is never any record of my previous calls or notes on my account. I have tried again and again to speak to supervisors. I was only successful once reaching a supervisor at Ann Taylor **************** who promised to help me and monitor this situation, but nothing has been resolved. I am out of ideas of how to get this resolved. I am unable to upload supporting documents because I can't save the emails I've received from Ann Taylor confirming I am owed the credit is a format that works with your website. However, I can email them to you if you provide me with an email address.

  Business response

  02/22/2023

  This client, *********************** contacted multiple channels to complain about a return credit. Another complaint was submitted to the ******** BBB Case ##******** . We have already spoken to this client on 2/20/23 and we are reviewing further. As we discussed with her, our records reflect all credits were processed correctly on our end. However, any late fees/finance charges and/or disputes need to be handled by ************* (***************)as we do not have access nor the ability to resolve a credit card issue. We have requested ***** Financial follow up with the client directly. Please remove this complaint from Ascena Retail Group (Ann Taylor/LOFT) as this issue should be a complaint under the credit card company. Please confirm this has been removed and submitted to *************** to follow up.
  
  Sincerely,
  
  Corporate Client Contact
  Ascena Retail Brands

*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. ↩