Lane Bryant Customer Service Issues

Hello, I'm writing to share my disappointing experience at your Columbia, Maryland store. On September 29 around 5:45 pm, I returned a blouse and encountered an unsettling situation. While waiting in line for assistance from Ms. Amanda, she left the register to chat with a colleague on the floor, causing a significant delay. Despite being next in line, I patiently waited as another associate joined the conversation without acknowledging me. After approximately 20 minutes, I was finally assisted by Amanda. As a long-time Lane Bryant customer, I was disheartened by the lack of customer service. I hold myself to a high standard in my profession and part-time retail work, ensuring customers are treated with respect. The disregard I experienced from Amanda and her colleague was disappointing. I hope this feedback leads to a positive resolution and better customer service for others. While I remain saddened by this incident, I am open to discussing further if needed. Thank you for your attention to this matter.

As a longstanding customer of Lane Bryant, I have always appreciated the helpful and caring staff. Recently, I connected with one of the Sales Associates on Facebook and considered her a friend. However, I was shocked to see her posting a disturbing hour-long rant about a customer, including expressing hatred towards them. This behavior is unacceptable, and now I am concerned that I may have been a target as well. I no longer feel comfortable shopping at Lane Bryant and would like to lodge a formal complaint with the corporate office. Such conduct during work hours on social media is alarming and should not be tolerated. I am eager to know what actions will be taken regarding this matter.

I shopped at your North Riverside location on Friday, 11/2/18, near closing time. I'm 43 years old and have been a customer since my early 20s. This is my first complaint. I do not have personal information on the individual, but she was Caucasian and the other employee was African American. While I was happy with my purchases and the assistance I received, the Caucasian employee in question might not be the best fit for your store. She frequently made remarks about the high prices and even went as far as to mention that the pants I wanted to buy were not only $90 but also had a bad smell. Despite her opinion, I purchased the leather-look leggings for $60, and they looked great on me. This experience was disappointing, as I am a small business owner myself and wouldn't want someone with a negative attitude working for me. I thought it was important to bring this to your attention. Thank you for your time.

I have been enjoying shopping at Lane Bryant, especially for bras that actually fit me well. Lately, I've noticed that after wearing and washing them a few times, the underwire starts coming out from the sides on most of them. This has happened with several bras I bought in the past few months. It's disappointing to spend so much money on products that don't hold up. I made my latest purchase about a month ago and was wondering if there is any way to address this issue. I would really appreciate it if someone could look into this matter. Thank you.

I made a purchase yesterday on your website totaling over $[redacted] for lingerie. However, I did not receive an email confirmation with the order number. I used my Lane Bryant credit card for the transaction. I had a $10 coupon that I tried to apply during checkout, but encountered difficulties. Even after receiving help via chat and following the instructions to enter my credit card number first, I still couldn't apply the coupon without risking losing my order. As a result, I missed out on using the coupon code "YFRLD728." Today, I received an email offering discounts that would have saved me more money. I hope to receive a credit for the amount I could have saved. I find the website layout confusing and believe clearer instructions are needed for coupon entry and order confirmation information. Lane Bryant has great clothing, but the online process can be improved. Please contact me promptly regarding this matter.

My daughter and I visited Lane Bryant at Cossgates Mall yesterday afternoon for the first time. My daughter, with a beautiful hourglass figure, faced body shaming during the fitting. The sales associate made inappropriate comments about sizes, comparing them to family members, and pushed products we didn't want. The associate's behavior escalated when she insisted on accompanying my daughter to the dressing room, where she exposed her inappropriately. This led to my daughter feeling humiliated and developing hives. The overall experience was unprofessional, uncomfortable, and damaging. We spent nearly $[redacted] elsewhere. I plan to take legal action and reconsider ever shopping at Lane Bryant again due to this invasion of privacy and disrespectful treatment. Each store may differ, but the negative experience suggests a larger issue within the company. I will explore legal options while hoping for a response to address this matter.

I encountered an issue with my bank in August [redacted] that led to my account being frozen while I was on the Hard Ship Plan. I reached out to a Lane Bryant representative to assist with resolving the matter, and after speaking with them, I believed the problem was fixed. However, on November 21, [redacted], I received a letter stating that I had been removed from the Hard Ship Program - three months after the initial incident. I am disappointed in the way customers are being treated by your employees, as I feel I was wrongfully terminated from the program. Having been a long-time account holder, I believe that Lane Bryant should strive to be more user-friendly. It's disheartening when loyal customers like myself experience such negative treatment when trying to support your business.

Order number OLBW[redacted]15: I recently received my first order from Lane Bryant, and unfortunately, one of the bras still has the security device attached. This has caused me quite an inconvenience as I now have to go in-store to have it removed. I would appreciate a gift card or store credit to make up for this inconvenience so that my trip to remove the device is not a wasted one. Thank you in advance.

I made a purchase yesterday at your Tustin store for over $[redacted]. At the checkout counter, I tried to use my Lane Bryant Credit card, which did not go through. The clerk with glasses and red hair, named Lesley, informed me the card might not be authorized for such a large amount. She attempted the transaction at $[redacted] without success. When I asked for help, she declined and mentioned I would have to handle it later. Ultimately, I used a different card. Lesley accused me of being rude due to my tone, which I found unwarranted. As a long-time customer, I was disappointed by her judgmental and disrespectful behavior. I was left feeling offended by the poor customer service and lack of assistance, especially given my age of 78. This incident contrasts with the positive experiences I've had with your store in the past. I hope you can address this matter with both Lesley and the store manager. Thank you for listening to my feedback.

I visited your Fremont, CA store today to find pants for my daughter, but we were surprised to discover that customers couldn't try on clothes. The policy required purchasing items and then returning for refunds if they didn't fit. This was unlike other nearby stores that allow fitting rooms. Disappointed, we left. Fortunately, we found a different store where we could try clothes and ended up buying pants there. I won't shop at Lane Bryant until this policy changes. My time is valuable, and the inconvenience of back-and-forth trips (a 40-mile round trip) is unreasonable compared to stores with more customer-friendly policies. Best, Liz C.

I purchased 2 Cacique bras, but the cup size is too big. Unfortunately, I mistakenly removed the tags on one of them while trying it on. I am unable to return the tagged one, but I would like to exchange the other bra for a size 48C instead of 48D. I cannot locate my order number on the paperwork or the package. I called yesterday and heard my order number on a recording, but I didn't jot it down. Unfortunately, I can't find that phone number today. Your assistance would be greatly appreciated. Best regards, Penny Takala

I am extremely disappointed, upset, and frustrated that no one seems to have the authority or ability to resolve my issue. While trying to pay my bill, which I have done faithfully for the past decade as a loyal customer, the website has been changing my payment amount. This issue occurred last September and again recently. When I contacted customer service about being charged a late fee, I was informed that the minimum payment was $1 less than required. It makes no sense for me to intentionally pay less. Unfortunately, none of the representatives I spoke with could rectify this and reverse the late fee. It's disheartening that no one seems empowered to address this situation as an exception. Once my payments are settled, I plan to discontinue using this card. Despite my consistent and devoted payments, it appears my loyalty holds no value, so perhaps I should seek another retailer.

At the Hendersonsonville, TN store a year ago, I experienced excellent customer service. However, on the 19th, my recent visit for bras was disappointing. When I asked to try on a bra, an employee rudely responded, and I had to wait before someone helped me. Today, when I needed to exchange a bra, the staff's behavior was unacceptable. The young black girl who assisted me was great, but the manager she called seemed annoyed to help. During checkout, the manager only provided a discount for one item instead of both, displaying a hostile attitude. As a manager myself, I would have handled the situation differently. The staff, apart from one helpful employee, was rude and unhelpful. It's important for the store to address these issues as the employees' behavior reflects poorly on the management. Thank you, A.S. Email: [redacted] Phone: [redacted]

I am experiencing an issue with my Lane Bryant Credit Card issued by Comenity Bank. Whenever I try to use it on the Lane Bryant App (android) or the Lane Bryant Website (Windows 10 & 11), I receive an error message stating that the credit card is "invalid" and to use a different payment method. I have confirmed with Comenity Bank that my account is in good standing, with sufficient credit available, and they have no record of the card being flagged as invalid. Lane Bryant Customer Service suggested placing the order over the phone due to this issue occurring multiple times over a three-week period, but I believe this is a data validation problem at the web services level. I am seeking assistance to resolve this issue to use my credit card without any further errors on both the website and the app.

I had a disappointing experience at the Hershey outlet store recently. When trying to open a card, Christa was unprofessional and interrupted me continuously without allowing me to speak. She accused me of entering my information incorrectly without any basis, and also spoke negatively about the company she works for. In contrast, another employee, Emma Sico, was kind and apologetic. Christa never once apologized for her behavior. It was evident that the unnamed employee was more suitable for a supervisory role due to her friendliness and willingness to apologize on Christa's behalf. Christa's attitude and lack of professionalism were truly disheartening.