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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:04/24/2024

      Type:Service or Repair 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 am trying to call the corporate office about item number that has been discontinued and no one seems to help locate the updated information. everyone is over seas and not able to be of help. I wanted to talk to someone higher up. I called a couple of number one says disconnected and the other says closed during business hours. ?Have some reach out to me, This is the only way it will be resolved.

      Business Response

      Date: 05/03/2024

      BBB: RE:Case ID#********

      As a follow up to the customer complaint submitted by *****************, we were able to connect with her via phone on 5/1. The customer was interested in bra that had been discontinued by Lane Bryant. We were able to connect with the Merchants to inquire about the item in question and provide an alternative option. I left her a message on 5/2/24 with that information.

      Sincerely,

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

    • Initial Complaint

      Date:04/24/2024

      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.
      Months ago, I ordered items from Lane Bryant clearance sale. I inquired several times as the weeks went by. I was assured the items were shipped and they gave me a tracking site, the information on the site was always incomplete. The carrier was never specified. Just- Arrived at facility - left facility /handled at facility, etc. without saying where the facility/carrier was. then it showed as delivered. I didnt receive it. When I informed cs of this I was given the runaround. I asked for a refund, instead they reshipped the items. Same untraceable scenario. Then it showed as delivered again. I live in a secure location. I have no trouble receiving deliveries! Except from this company. It feels like everything with them is imaginary. I have called but cannot reach a human. The recording tells me my package has shipped. Goodbye. When I again didnt receive the alleged shipment, I again demanded a refund. I was told they could give me 70%. I said I would accept it, just to be done with this bogus company. Which btw I thought was an ***************** not Chinese. They lied again. Now rather than a refund they have redirected me to the bogus tracking info, told me to check with my neighbors etc. This has been going on since February! Help please!

      Business Response

      Date: 04/24/2024

      RE: Case # BBB:21618917

      After further review with Lane Bryant Corporate, we have no record of contacts from this customer. It has come to our attention that fraudulent, unaffiliated websites are attempting to obtain our customersinformation by claiming to sell our products. It appears this is the situation with this customers complaint. We would recommend the customer dispute any charges with their credit card company. Lane Bryant would be unable to further assist as the order was not placed through our approved site.


      Sincerely,
      Corporate Client Contact
      Ann Taylor/LOFT

      Customer Answer

      Date: 05/09/2024

      [

      They refunded half the price. I am tired of dealing with them. It odds good enough. Thank you!


    • Initial Complaint

      Date:02/09/2024

      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 several online orders and returned 2 of the items back to one of the retail locations. The manager Ellie processed the returns but issued one of the items back to a card that I never used on the original transaction. This occurred on 1/23. I tried to allow time for the refund to see if it would post but it never did so I contacted the store to advise I never received my refund and Ellie advised I would need to call customer service. I then let her know I had already reached out but she insisted they could refund the correct card and customer service would need to do so. I called and spoke with Mille in customer service to explain the manager Ellie referred me back to them only to be told that I would have to contact the store. Mille advised she would contact the store but needed to disconnect the call but would call me back in 3-5 minutes, never heard back. Lane Bryant needs to get this resolved asap and refund my card for what I returned

      Business Response

      Date: 02/16/2024

      BBB:
      Case ID*********

      We are
      sorry to hear of the customer’s recent Lane Bryant experience. After further
      review, we have processed the refund for both items. The customer was notified
      via email of our resolution. We are considering this resolved.

      Sincerely,

      Corporate
      Customer Service
      Lane Bryant

      Customer Answer

      Date: 02/16/2024

      [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:11/21/2023

      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.
      On January 19, 2023 I paid off my Woman Within account and then closed it. Since then they have been assessing interest and late charges on a closed account and state I now owe them $235.75 in these accrued fees on a closed and paid off account.

      Business Response

      Date: 11/24/2023

      BBB: RE: Case# ********.

      This issue involves a credit card account issue. We are customer service for **********************/**********************/**********************/Talbots retailers and online. As this concern involves her credit card account, she would need to contact *************** Directly at ************. We can also forward the issue to our partners at *************** to further review and follow up. We request this complaint be moved to *************** as this is not an issue we would handle.

      Sincerely,

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

    • Initial Complaint

      Date:10/04/2023

      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.
      Ordering process needs work. Ordered a strapless bra. Never receives notice that it arrived but received reminder notice. Called store on 10/1 3:59 spoke with a rep. Asked if I could pick up on Friday, October 6th. She stated no problem it had been there a couple days so I had plenty of time. Notice states I have until 10/3 to pick it up. Today 10/3 I received notice my item has been returned. It's not even closing time and my it3m has been returned?? I called to a Supervisor who tells me I didn't call and no one put a note on it. Says I've been refunded and I can buy it back. I asked who I spoke with and she said she wasn't sure. Didn't seem to care about finding the rep and letting them know what she advised wasn't true. They need to work on having everyone on the same page, and show a little empathy. Clarification on whether you have til closing to pick up your item on the pick up date.

      Business Response

      Date: 10/11/2023

      RE: Case
      # ********

      As a
      follow up to the customer complaint submitted by ********* ******, the details
      were shared with the store team for internal review. It is their understanding
      that there was a technical issue where the emails were bouncing incorrectly.
      The store team did indicate they helpd the item for an extra day for the client.
      The store team was unable to determine who the client spoke with at the store
      with the information provided but did review the issue with the entire store
      team. The item has been pulled and is now available for the client to pick up
      at the store if interested.  We would recommend
      the client contact the store directly if she is still interested in the item.

      Sincerely,

      Corporate
      Customer Care
      Lane
      Bryant

      Customer Answer

      Date: 10/11/2023

      [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. My main concern is that all staff are aware of processes and are sharing correct info to customers.

       





      Regards,



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

    • Initial Complaint

      Date:10/02/2023

      Type:Sales and Advertising 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- I am not interested in promotional emails or mailings- there is no way to unsubscribe desist from sending me anything

      Business Response

      Date: 10/06/2023

      BBB:

      Please be aware there is a location via LaneBryant.com to unsubscribe from our email and/or mailing list. It recommends the client call and/or email us in order to have this information removed. We were able to locate this clients information and have confirmed the email and mailing address have been removed from the Marketing Campaigns going forward. It may take a few days for this to fully be removed from our system.

      Sincerely,

      Corporate Customer Care
      **********************

    • Initial Complaint

      Date:08/24/2023

      Type:Delivery 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 placed an order with lane bryant on aug 18 and they have charged twice for the same items and refuse to remove one of the charges. so tru their card company commetiy bank have double charge and refuse to help.

      Business Response

      Date: 09/01/2023

      BBB: RE:Case ID#********

      After further review the issue is an authorization hold which occurs when an order is submitted. Customers are not charged until the order ships. Therefore, the customer was not charged 2 Xs for $48.93 as she is stating. The customer placed 2 orders on 8/19/23, one for $48.93 and another for $57.88 for a total of 4 items. We would encourage the customer to contact her credit card company if she still feels the charges were incorrect. On our end, the orders and charges processed correctly.

      Sincerely,

      Corporate Customer Contact
      **********************/**********************

    • Initial Complaint

      Date:07/25/2023

      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.
      On April 24, 2023 I had a couple of returns one for an online order another for a pair of short I purchased in Tucson on a trip and needed to return. I placed both items in the return box. Unfortunately I didn't know they do not process store items. I've called several time and each time I get the same answer, Corporate is looking into processing the return. I even ask to speak with a manager and none are available each time I call. I've asked them to return my shorts and they cannot do that either. They have an incident number they assigned to me #*************, The amount owed me is $46.68. I'm at a loss as to what to do and I'm hoping you can provide assistance in this matter.

      Business Response

      Date: 07/27/2023

      Hello

      I am responding on behalf of BBB Concern ********. This client reached out regarding an item purchased within a retail store that she had mailed back to our Online returns center. The client wasn't refunded as unfortunately our Online Store isn't able to process returns/exchanges for any product originally purchased within a store. They are only able to refund items originally tied to an associated online order. However, in the interest of customer service, a courtesy credit was issued to the clients credit card in the amount of $47.00 on 7/17/23 to account for the value of the referenced purchase. The client should have received an automated email confirming the credit was completed, and the refund should have posted by now. Thank you.

      Customer Answer

      Date: 07/27/2023

      has been resolved and you can close this out.

    • Initial Complaint

      Date:06/21/2023

      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.
      So apparently I have a Lane Bryant Credit card I know nothing about. I tried to apply for one and it says I already have one. Well I don't have a Credit Card. I called Lane Bryant and they said I do and they can't give me any information. I do not have the phone number that's listed for my supposed Credit account Years ago I was homeless and my purse was stolen along with my phone and all my info I had no info on how to get my stuff back since I had no help from the authorities.When CoVid hit in 2020 someone used my SS number to try to file unemployment for ************ I was still in *****.I filed a fraud for that. I just think Lane Bryant could help me if they wanted but choose not too. I am reporting them to a higher up because if they gave a card to someone pretending to be me they should be in trouble as well!!!!

      Business Response

      Date: 06/27/2023


      BBB: RE: Case ID: ********

      Please remove this complaint from this business listing. Lane Bryant retail does not have access to credit card information.The Lane Bryant Credit card program is managed by ******************************* financial institution. We do not have access to resolve any credit concerns it must be handled by the credit card company directly. The # to ************* for Lane Bryant credit card concerns is **************.

      Sincerely,
      Corporate Client Contact
      Lane Bryant 

    • Initial Complaint

      Date:06/11/2023

      Type:Service or Repair 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.
      On 5/6/23, I made a purchase with Ann Taylor in the amount of $220.35 (Order# ************). Prior to receiving my order, all items were discounted an additional 15% on 5/8/23. I contacted an agent via phone on 5/8/23 to request an adjustment. He advised my request would be sent to a special team and I would receive an email confirmation of the adjustment. No email was received as of 5/9/23, and I used the chat feature, and was again told my request would be send to a special team and I would receive an email confirmation. As of 5/16/23, no email was received and I contacted the chat. I was advised that I need to wait for a response from the special team and "since the report has been made from the time you contacted us and we will definitely honor the same discount". As of June 11, I have received no contact or adjustment. Copy of chats are attached.

      Of note, I returned one item (Style #:614018 at $35.40). The item was received by Ann Taylor on 5/24 and I have yet to receive a confirmation of receipt or the credit. UPS Tracking ******************* Copy of return label attached.

      Ultimate resolution is
      1. A 15% price adjustment on my purchase after the $35.40 return ($220.35 - $35.40) * 15% = $27.74.
      2. Credit for my return of $35.40.

      In hindsight, I should have returned all items and repurchased at the lower price. The 30 day return policy has since expired.

      Business Response

      Date: 06/14/2023

      BBB RE:
      Case *********

      After
      further review, the client received the additional 15% off, that is why
      no Price Adjustment was processed (she got 30% off + 15% off). The client’s
      return was processed on 6/12. We hope this information is helpful.

      Sincerely,
      Corporate Client Contact
      Ann Taylor

      Business Response

      Date: 06/28/2023

      We have
      confirmed with other orders that were placed on this day, May 8th,
      the promotion was the exact same promotion this client received. The
      Electronic Gift Certificate was devalued and an appeasement was processed on
      6/26; therefore the client received a credit for her return. The client was informed
      it may take up 10 days for the process to be completed.  

      Sincerely,

      Corporate
      Client Contact
      Ann Taylor/LOFT

      Customer Answer

      Date: 06/30/2023



      Complaint: ********



      I am rejecting this response because:


      I acknowledge a 15 % promotion was available on my original purchase date and the subsequent date.

      My dispute is that the base price of the items I purchased were further reduced within a day of my original purchase.  The responses to date have yet to address this and remedy the situation.

      Why did three separate customer service representatives inform me the adjustment was sent to a 'special team' that I never received a response from? Very deceptive practices.




      Regards,


      ***** **** 

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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