The customer service for this company is terrible! On January 2, 2017 I purchased clothing from one of their "sticks and bricks" stores and tried to use my credit card. It was a pin-card transaction and "transaction not complete" twice! I thought I was putting in the wrong pin so I used another card. It went through. Unfortunately the end result was being charged $292.75 not ONCE but TWICE!!! I contacted customer service on the 4th when I noticed why happened. I was told it would take '7-10 business days to resolve the issue as many as 30 unless I could provide "proof"!!!' Their mistake, but ok.
Long story short - after contacting them several times via phone, internet chat, going to the store and sending in screenshots of my bank's transactions deducting from both accounts and my store receipt (only one because on the first card I wasn't given a receipt) and even requesting assistance from a supervisor multiple times. As of today 1/25/17 I have YET to get my money refunded to me!!! I have had to get my banks involved in investigating the issue in order to get my money back! Take care if you use a card at this establishment! While I like their product, their customer service is shady at best!
Purchased pair of boots that were too big. Did not want to pay the shipping to return so followed the directions on order invoice to return to store. Drove 30 miles to Lane Bryant store in St. Peters, MO Mid Rivers Mall to return and was told order was placed by PayPal so could not return them. I showed them their invoice concerning PayPal that states they are to return the item to warehouse and the item would then be credited. They refused to do so and told me to call Lane Bryant for a waiver for the shipping.
I called Lane Byant and was told by Celeste that I could only get a waiver under certain circumstances (not sure what those are). Asked to talk with manager. Was placed on hold several times and was finally told they would send me a prepaid packing slip but that is would be recorded and only happen once. Sounds like I got a reprimand. Did I do anything wrong? I followed the directions and I got reprimanded. Needless to say, I am not pleased with the company and do not look forward to doing any further business with them.
I never thought I'd be writing a bad review of a company I actually have had nothing but positive experiences within 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.
NEW YORK, NEW YORK -- I too worked for Charming Shoppes Inc., and I just lost my job as well. I was with the company for a good amount of years and had devoted about 55 to 70 hours/week running their store to have bosses who were nasty and inconsiderate every single day. The district and regional managers I worked for, never cared about your health, family needs or well being. There are so many managers and assistant managers that really hate their jobs and the district/regional managers but they are really afraid to jump from one hell to another.
Imagine being threatened every day by your district manager and regional manager that if you do not make your plan sales, credit goal, bra fit goal, intimate apparel goal they will find other people to replace you. This is how the leaders in the New York area motivate their managers; (with threats); No one took into consideration the blizzard that day. I can honestly say that they actually did me a favor by letting me go, for the first time in years I am actually resting without getting phones calls from my district manager to cut my vacation short and go back to my store because it is not to her standards.
The company has been going down hill ever since Charming Shoppes took it over; when Lane Bryant was operated by the Limited, employees felt a sense of value. Recently in January 2009, the company sent out severence letters to every manager and full time employees as a heads up that anyone of you that sign this form have been warned that you could be next in losing your job. I tell everyone now, do not even waste your money shopping at any Lane Bryant, Catherines or Fashion bug because there are better places like Walmart, Khols, JC penny, Macys, Torrid, and many other places to choose from.
Better yet, do not even think about working for this company. Charming shoppes Inc. is modern day SLAVERY and I can say this because I experienced the turmoil of working for them and believing their lies and false expansion promises for many years.
ESTERO, FLORIDA -- I visited a nearby Lane Bryant in Florida in early March, 2014. I was approved for a credit card at the time of check out. I had my current address on my drivers license when applying. It is now April 24th, I still have not received my credit card nor a statement in the mail.
I got a call this morning from a Lane Bryant collector in a 702 area code saying I missed my payment and needed to pay it immediately and have been charged a late fee plus a $15 fee to pay over the phone. I agreed to pay over the phone and explained I still have not received the card nor the statement which is why the payment was missed. The lady verified my Florida address on file and transferred me to customer service to request a new card. The customer service lady asked for my address, she immediately cut me off and said, "No, the address you used to open the card." I repeated my address.
She said I must have forgot where I live, they did not have a Florida address for me. I told her "No, I know where I live". She told me to tell her past addresses from Arkansas. I gave her every address I've lived at before moving to Florida. She again said I probably used my current address to open the credit card but they don't go by that, they pull your credit report and pick an address on it to send your credit card and statements to and since I "can't remember" where I live, she cannot update my information to the correct information or help me with the fee. I have to mail a copy of my drivers license and utility bill to a Lane Bryant in Columbus, OH.
I originally ordered some bras online and had them shipped to one of there store's. When went to pick up none fit, so very nice sales attendant helped me pick some more out (I don't find them easily). Once got home realized that only one truly fit - I bought several, had left three tagged still for return. So couple weeks ago brought back to store, they had 1 in stock in my size and then ordered 2 more in my choice of colors to be shipped to me. They said all of their things shipped by mail as I have Po box and home address, was so happy for all their help!!
Well it turned into a nightmare. It seemed to be taking too long so called the customer service, they informed me all their items shipped UPS and that it would be sent back to them and I would be issued a credit on my card. I informed her I did not want a credit. I bought the bras on the deal buy 2 get two free, so she said they would go ahead and reorder them for me. I was irritated that store never told me UPS but happy was being fixed. Kept checking the status and seeing nothing changing. So many e-mails back and forth ended up having to contact a charming store representative, said my order had been put on hold because of address.
Once talked to him, said they were verifying this was not a fraud - so now I am accused of possibly frauding them. Then said first I would get my order, 6 days later another new order. When let him know had waited long enough he said it would be here by Friday. I said had lost all faith in Lane Bryant. At that point was so frustrated could hardly speak, told him had to let him go he could do whatever.
FRAUD - how insulting. I buy quite a bit from Lane Brant, my first place to shop at outlet here on coast, used to be anyway. Lo and behold that night when I checked mail box was there, I sent email to let them know received it and hadn't frauded them with no reply back. Poor customer service for sure. Have lost me as a customer.
CARBONDALE, ILLINOIS -- I went into Lane Bryant in the University mall in Carbondale, IL today, looking for some clothing for this upcoming fall. There weren't many people there at all, just me, and a lady who was checking out as I came in. The two women working, an old lady in her 60's, and another shorter woman who looked maybe about 36, were chatting. And suddenly, as I was browsing, they began talking loudly about what I was wearing, how I needed to lose weight if I wanted to wear a dress in such a bright color, and how I looked like a slut. Yes, the younger lady called me a slut while on duty.
I went ahead and paid for the two sweaters I had already picked, as I needed them, and being a size 28 there aren't many fashionable options for someone of my size. I was in tears walking out, and all they could do was laugh. I had planned on purchasing quite a few things, but was so embarrassed I starting having a panic attack. I never in my life expected to be treated in such a way, especially in a store that caters to larger women. I wasn't wearing anything "slutty" just a turquoise dress and leggings. The top wasn't even that low cut! I am not sure I want to keep doing business with Lane Bryant after today. The shock and humiliation still stings, even a few hours later.
BRAINTREE, MASSACHUSETTS -- I had two manning jobs before I was employed at Lane Bryant. I quit both of those jobs because I was told by Lane Bryant that I was going to be having a full time job! In two weeks I had 2 shifts! After I was hired they told me that they didn't need me on the shifts that I was scheduled on! I had to call in every day to see if they needed me and they never did!
I'm a little aggravated with them because now I have no job! They have not called me. I am supposed to work today but don't want to go in. If they are going to treat their employees like this, this isn't a place I want to be working! I am only there because I am broke! THEY DON'T CARE ABOUT THEIR EMPLOYEES! I know its retail and most retail jobs don't care but they are on the top of the list... I'm sorry I ever applied there!
PLAINFIELD, INDIANA -- I placed an order for set of silverware, but Lane Bryant Home sent me a cheap wooden box that holds silverware! Are you kidding me?!? I tried to look for this wooden box on their website, but it doesn't exist. I have no idea where they found this wooden box. I called customer service to report the problem. The customer service representative sounded like she was tripped out on drugs! She said she would print out a label for me to send the item back free.
I asked if I could still get the silverware. She said that I could reorder it, but that my credit card would be billed again! WHAT?! Why?? She said that when they receive the wooden box from me, they will send the silverware and remove the charges from my credit card. I have read other complaints and see that promises to credit an account do not get fulfilled. I don't trust Lane Bryant Home. Now I'm out $50.00 and stuck with a cheap wooden box that I do not want and did not order. Ugh!!
I made a purchase with Lane Bryant and paid well over the amount necessary because I had seen the pieces on sale in the past.. I placed the order the next day. The 2 items were on sale for almost half price when I called to have the difference either credited to me or the order cancelled.. they refused.
I believe the situation was handled quite poorly and that I overpaid for 2 items that so conveniently went on sale the very next day. My order had not been sent out yet and the company still refused to cancel my order and reverse my payment. Clearly their main focus isn't customer satisfaction more so than money coming in. Very poor service. Not impressed and I highly recommend making purchases with a company that might be a lot more credible. I'd hate for this to happen to someone else.