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Business Profile

Womens Clothing

Ascena Retail Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

This profile includes complaints for Ascena Retail Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Ascena Retail Group, Inc. has 88 locations, listed below.

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    Customer Complaints Summary

    • 65 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      YES I PURCHASED ONLINE FROM LANE BRYANT ON MAY 22, 2025. THEY WENT IN MY ACCOUNT AND TOOK ADDITIONAL ****** ON MAY 28, 2025. MY BANK SAID THEY CAN NOT RELEASE THE HOLD THE MERCHANT HAS TO I JUST WANT THEM RETURN THE MONEY ALL OF IT BACK TO ME ******.

      Business Response

      Date: 06/05/2025

      Hello, 

      We are responding regarding BBB ID ******** in refence to a complaint from ****** ******. The customer is disputing a double charge from Lane Bryant online order OLBW220289889. When an order is placed online an authorization hold is put on the funds and they are not released to us until the items are shipped. This order was placed on 5/22/25 for $102.20 and she was charged on 5/29/25 when it shipped. No credits are due.

      Sincerely,

      Cooperate Customer Care/********************** 

    • Initial Complaint

      Date:05/15/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a payment on 31/1/25 at 6:45 pm. I paid bill in full. I then spoke to a gentleman telling him I made a payment as the cutoff time is 5:00. I asked if I would be charged a late fee he said no. April bill came and late fee was charged. They will not do anything as I closed account the. I got May bill same thing another late fee. I called they’ll do nothing. I even offered to pay the one fee but they said no I’m at my wits end as this is effecting my health and credit.

      Business Response

      Date: 05/20/2025

      Hello, 

      We are responding regarding BBB ID ******** in refence to a complaint from *** *******
      Our credit cards and Cardholder Services are managed by ******** Bank, a
      subsidy of ***** *********, and we do not have direct account access. As her
      concern involves an inquiry involving one of the above issues, we have followed
      up with our partners at ******** on her behalf and a manager will reach out
      directly. The reference number for the incident is ***************

      Please remove this complaint and assign it to ******** Bank. Thank
      you.

      Sincerely,
      Corporate Customer Care Lane Bryant 

      Customer Answer

      Date: 05/21/2025

      [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

      Date:05/06/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was serviced by another Lane Bryant on Saturday, April 26th, and placed items on hold due to an area power outage. I called the store, at least I thought, on Monday, April 28th. Unfortunately, my phone dialed the Raleigh, NC store on Poyner Village, where I had an unpleasant experience with someone named Sarah/Sara. After speaking with an associate, who initially answered, I was passed onto Sarah/Sara. I explained that I was in the store, that past weekend, during the power outage and wanted to ensure my items were still on hold as we were planning to come in that day and purchase. I proceeded to ask for the sales associate, who assisted us on Saturday, Sarah/Sara became adamantly rude and said there was nothing on hold by my first name or last name and pronounced my last name incorrectly when I gave it to her twice. What she should have done, which will take time with learning skills to be person-centered, customer service efficient, and professional, is to ask the customer if they are sure they are calling the correct store or location. If we had gotten to that point, I would have found that I called the incorrect store and the call could have ended pleasantly. However, her rude behavior made me furious and I went to the correct store mad, assuming I had spoken to someone there. Thank goodness there are some professional people at the Lane Bryant Outlet in Smithfield, NC who addressed my concerns and made things right on behalf of the unprofessional Sarah/Sara in Raleigh, NC. It behooves me that someone would be so RUDE with the way this world is now

      Business Response

      Date: 05/13/2025

      BBB:

      RE: As a follow up to the complaint submitted by ****** ****, we are sorry to hear of her recent experience in our Poyner Village Lane Bryant store. It is always our goal to provide our customer's with a positive experience and we are sorry that was not the case. We have shared the feedback with the Regional and District Manager of this store location to further review internally. We hope ****** will give us another opportunity in the near future.

      Sincerely,

      Corporate Customer Service
      Lane Bryant

      Customer Answer

      Date: 05/13/2025

      [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

      Date:04/18/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      According to UPS my order with Lane Bryant was shipped back to them because they put the wrong address on the package* ****************** UPS tracking #. I called Lane Bryant's customer service and was told that the order amount would have to be refunded to me and replaced again. I refuse to be refunded and then recharged again because of an error with the company. My experience with customer service was horrible. I was talked to as if I made an error with my address and it's correct under my account in the system. Had the error been on my, the second part of my order that's coming through the regular USPS would be incorrect as well. The customer service representatives should be educated better on how to explain things to customers. I understand the language barrier, but customer service should be better. I asked to speak to a supervisor and was constantly harassed by the representative before the supervisor was put on the phone.

      Business Response

      Date: 04/25/2025

      We are sorry for the experience described by ****** *******.
      We have ensured the feedback is shared for internal review. As a follow up, we
      have reached resent the order out to her at no charge and left a message as
      follow up. Hopefully our follow up meets with ******’s expectations.

      Sincerely,

      Corporate Customer Care
      Lane Bryant

      Customer Answer

      Date: 04/25/2025

      [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

      Date:04/14/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased some items online at ************************** and used a gift card. Unfortunately I returned the items and instead of issuing me another gift card, I was told I would have a credit on my account. That's all great but most of things I want to purchase are not in store, so I typically order online. Furthermore, the 2 store that were close to me have closed. Getting to the next closet store is highly inconvenient and the same rules/procedures should still apply to either purchase in store or online. They are holding my money/credit hostage and telling me how I have to spend it. This is unacceptable.

      Business Response

      Date: 04/23/2025

      BBB:

      We have reached out to the customer to devalue the electronic Merchandise On Account (****) and extend an EGC that can be used online. We have requested additional information from the customer regarding the transaction in order to complete. Our current Return Practice for any purchases then returns using a Gift Card for the initial purchase is to refund in the form of a ****. If an order is placed in the store, the **** can be used. We are currently working to allow the **** to be redeemable online. Once we get the details requested from the customer, we will consider this concern resolved.

      Sincerely,

      Corporate Customer Service
      **********************/**********************

      Customer Answer

      Date: 04/23/2025

      [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

      Date:04/09/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed 3 separate orders - on 3/19, 3/21&3/23/25- I went to the store on 4/4/25 and 2 of the orders were there, however the website shows that it is picked up and one of the orders which is order# ************* shows as ready to pick up and it was picked up on 4/4/25. The bottom line is that 3 orders were placed, and I received 2 of the 3. My Lane B***** account has been charged, and I just want the items I paid for to be resent to the store- it is that simple. I called Lane B***** - ###-###-#### and no one has an answer- here is my reference# *****************

      Business Response

      Date: 04/14/2025

      As a
      follow up to the complaint submitted by ****** ****** it appears the order
      status got mixed up at the store, Order ************* was marked as picked up in error instead of *************. The contact center is reaching out to the customer
      directly to see if she wants us to refund or zero ship it to the store for pick
      up. We will work with the customer to accommodate what she would like us to do.

      Sincerely,

      Corporate Customer Service
      Lane B*****

      Customer Answer

      Date: 04/14/2025

      [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

      Date:03/26/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Lane Bryant sells associate charge my debit card for services that I did not authorize. She charged me for a Perks Reward membership which I refused. She fraudulently charged me.

      Business Response

      Date: 03/27/2025

      BBB:

      As a follow up to the complaint submitted by ****** ******, we were unable to locate the charge as she referencing. We have a record of an order placed on 2/14/25 for $37.10 but we dont see a charge for the amount the customer is mentioning.Can she provide a copy of the statement or the date of the charge, store # or if it was an online order, amount and last 4 digits of the credit card used.Once we have this information, we can attempt to locate the transaction.

      Sincerely,

      Corporate Customer Service
      **********************

    • Initial Complaint

      Date:03/17/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Lane Bryant is taxing items that are exempt. I sent documentation and their reply is its an accessory. That is wrong. See NJ Tax information under NJ Admin code# 18:24-6.5
      Clothing Accessories are incidental items worn on the body are not deemed to be clothing. Taxable items backpack, fanny pack, barrettes, hair bows and other hair accessories, briefcases, cosmetics, wigs and hair pieces etc. It does not list hats or scarves. Lane Bryant put these items as accessories and they are not.

      Business Response

      Date: 03/24/2025

      As a
      follow up to this customer’s concern we have partnered further with our Tax
      Department. From a tax perspective, this customer is correct hats and
      scarves should be exempt from sales tax in NJ. From the details, these
      nontaxable items are mixed with taxable items all within departments with
      general classes coded as 05-Accessories. At times some of these items are taxed
      due to a system limitation and the categories. We have processed credits for
      this customer when appropriate and apologize for the frustration.

      Sincerely,

      Corporate
      Customer Service
      Lane
      Bryant

      Business Response

      Date: 03/28/2025

      As a
      follow up to Ms. ******** rejection, we wanted to thank her for bringing the
      issue and additional concerns to our attention. At Lane Bryant, we
      strive to comply with all sales tax requirements related to our
      merchandise.  We understand your frustration here and appreciate your
      patience as we investigate an appropriate remedy for hats and scarves.  We
      have credited the sales tax collected in this case and would be more than happy
      to offer a $50 Gift Card for being a loyal customer. We will send this to her
      email address. We trust this resolves this matter.

      Customer Answer

      Date: 03/31/2025

      [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,


      ***** ******

      I hope they will resolve the tax issue on the hats and scarves in the near future.  Better Business Bureau please post my case on your web site. I feel other customers should be advised they shouldn’t pay tax on these items and know to get the money back by contacting the New Jersey Department of Taxation for a form.

    • Initial Complaint

      Date:03/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I brought 400 in *** ****** store,and when I sign into my account,it will not let sign into my account..And when I call Corporate they don’t want to answer the phone or help you

      Business Response

      Date: 03/08/2025

      BBB:

      We are not clear on what account she is trying to access. If it is her *** ******/**** account, it is managed by ******** Bank and she will need to contact the bank directly at ###-###-####. If she wants to provide additional details that would be helpful so we can attempt to review.

       

      Sincerely,

      Corporate Customer Service

      *** ******/****

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Lane Bryant will not credit back my MasterCard which was wrongfully charged for $117.67. It should have only been charged $17.67. The $100 was on a gift card. It got straightened out on second reorder, but initial transaction is not resolved. They send me a $100 gift card. I don't want more clothes. I ***** ********** credited for $100. Invoice number OLBW214122012,dated 1/1 of this year, and invoice # OLBC001088530,dates 1/7,this year. They send gift card via email. I don't want. I want $100 credited to **********. It is rightfully mine

      Business Response

      Date: 01/23/2025

      BBB:

      As a follow up to this customers concern, she placed order ************* with her MasterCard for $117.67 on 1/1/25. On 1/7/25, she called us and asked us to add her GC to her order. She was told that since the order is complete, we are unable to do this. She then called back and asked for a return label and to reorder with her GC. She placed order OLBC001088530 on 1/7/25 for $117.67 with her MC $17.67 and gift card $100. The customer was then refunded on Order #************* on 1/17/24 so she was refunded via Electronic Gift Certificate and to her MC. It appears there was an error with us refunding to an EGC versus the credit card. We have since devalued the $100 e-GC we refunded to her and instead refund on her original order. This has been completed and may take 1-2 business days for the credit to post to her credit card.

      Sincerely,

      ******** *******
      Sr. Manager,Corporate Customer Service
      **********************

      Customer Answer

      Date: 01/23/2025

      [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,

      *** *********

    Ascena Retail Group, Inc. is NOT a BBB Accredited Business.

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