Lane Bryant Online Ordering Complaint - Lane Bryant/Fashionbug Online Ordering Just Say No, Glitchy System, Bad Customer Service Policies
I never thought I'd be writing a bad review of a company I actually have had nothing but positive experiences with in the past, but here I am after a very unsatisfactory experience writing one so that other customers don't make the same mistakes I made. For the record, I love the retail division of Lane Bryant and had always had very positive experiences in their stores. I can't comment on Fashion Bug's in-store service because I haven't been to one but I trust it is a similar experience as both companies are owned by Charming Shoppes, Inc (http://www.charmingshoppes.com/home.asp).
My negative experience occurred after placing an order at http://www.lanebryant.com/home.jsp last night (Tuesday, 3/16/2010) and a glitch occurred in their system resulting in the order being listed as shipping to an incorrect address. It was past business hours for their telephone customer service so I filled out a support ticket online with the correct shipping address, confident that it would be fixed. What company wants to upset their customers by deliberately shipping items to an incorrect address?
I received a response that it is company policy that once an online order is submitted, it cannot be changed or cancelled. I replied that this response was not satisfactory and I immediately phoned customer service. The first guy I got was very helpful but his computer had crashed so he asked me to phone back. The next person I got was the customer service agent who informed me that my order could not be changed, including the incorrect address and that orders could only be altered within 1 hour of ordering. I told her that I had notified them in writing via email as soon as I submitted my order and that the online customer service representative had emailed me to say it could not be changed. I tried reasoning with her and kept asking her to contact the warehouse and she kept repeating that the order was at the warehouse, but it hadn't shipped but company policy was that once an order had reached the warehouse it could not be changed or cancelled. I remarked "so the warehouse doesn't have a phone, really?" And she replied that of course the warehouse has a phone but per company policy, the do not contact the warehouse via phone.
I asked to speak to a supervisor and was told none were available but that she would be happy to transfer me to voicemail. I then asked to speak to the supervisor's supervisor and she told me that was not possible, but that she would transfer me to her supervisor's voicemail. I started to leave a detailed message on the supervisor voicemail but was cut off before I could leave my order number and phone number.
In the meantime I received another reply from the online customer service agent, instructing me to phone customer service who would take care of the address change immediately. I replied that I had already contacted them and that they had refused to fix the error. I then stated that I had already written a negative review on facebook, was writing one here at this site and on my blog and that I was recommending to all my friends and associates that they not shop at Lane Bryant's online site.
In my case the address they are sending the items to is a billing/mailing address that is a physical location and only 20 to 30 minutes away from where I live so I can pick it up. However if it had been a post office box that looks like an address, they would have had UPS deliver to it anyway even though UPS of course does not deliver to P. O. Boxes.
My advice to fellow shoppers is not to use the Lane Bryant site and if you must buy from them online, to check Amazon.com and purchase via Amazon who has superior customer service and who has a policy that you can change order errors such as shipping address up to the moment of shipment. I also still stand by Lane Bryant in-store service. I will no longer be purchasing from them online.