ComplaintsforAscena Retail Group, Inc.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see *** return receipt and attached clothing item receipt for transaction date. Ive also attached the complaint reference numbers.Lane Bryant fails to notify website users that using PayPal prevents them from making returns to the store and the wait time for a refund is 30 days after they have received the items. According to the attached *** receipt, Lane Bryant received the three items for return on the 15th. In their response to my complaint, they failed to acknowledge this and instructed me to mail them the items. Store employees and customer service agents all gave different explanations and time-frames for refunding my money through PayPal. **************** refused to let me speak with a supervisor and also refused to disconnect the call so I could take their survey on customer service. Please ensure I get my money back in a timely manner and that their receipts and website accurately reflect that PayPal returns are very different from credit card purchases. Please let this company know that all employees must give clear and accurate information on refunds and they must be accountable to customers for doing so. I purchased these items for job interviews and am currently unemployed. I was counting on the return money to help pay for next months rent so this is very serious to me.

  Business response

  11/30/2021

  BBB: 

   

  Please see the follow up to the complaint followed below and the efforts provided by Lane Bryant to resolve. 

   

  Team,
  
  I attempted to reach ******************* regarding her PayPal refund and feedback, LVM 2nd day in a row. Sent the following email:
  
  Hi There ****!
  
  Thank you so much for choosing Lane Bryant for your wardrobe needs! Good luck on the job hunting. I have attempted to call you a few times to discuss our PayPal Return process and to hear your feedback. I am so sorry this process has caused you some trouble. Looking further into your return, I see that we posted the return on 11/22/2021 to your PayPal account, please let me know if you need further assistance.
  
  Additionally, your feedback is very important to us regarding our return policy. I see that your order was placed on 10/14/2021, just before our in store update which now allows our clients to return online orders purchased with PayPal in store.
  
  At this time, all orders placed on or after 10/22 can be returned for a refund in store, when Paypal is the method of payment. We heard everyone's voice and we appreciate the opportunity to improve your shopping experience!
  
  RETURNS OR EXCHANGES TO A STORE OF PRODUCT PURCHASED ONLINE
  
  Were hoping you can give us another chance to impress you. Were sending a special offer to use on lanebryant.com until December 31st. For full terms and exclusions, please see the bottom of this email.
  
  25% off qualifying purchase! Use Code: TS2ZWVF
  
  Happy Shopping!
  
  Best,
  **************
  Lane Bryant Brand Specialist Supervisor
  
  
  

*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. ↩