Complaints

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

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• 

  Ascena Retail Group, Inc.

  933 Macarthur Blvd Mahwah, NJ 07430-2045

• 

  Ascena Retail Group, Inc.

  270 Passaic Ave Kearny, NJ 07032-1129

• 

  Catherine's

  1194 Polaris Pkwy Columbus, OH 43240-2024

• 

  Catherine's

  4210 W Broad St Columbus, OH 43228-1617

• 

  Ascena Retail Group, Inc.

  1919 Valley View Blvd NW Roanoke, VA 24012-2070

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.

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have been a good customer with Lane Bryant since 2013 with no late payments. Was enticed to add a buyer to my account, when I removed buyer, the company closed my account, which greatly affected my credit rating. All I've received after I seeked their help in fixing the matter has been nothing but excuses! It feels like a scam, false advertising and unprofessional!

  Business Response

  Date: 05/02/2023

  BBB: RE: Case *********
  
  Please remove this complaint from the Lane Bryant retail group. Lane
  Bryant’s credit card program is managed by Bread Financial (Comenity) and we do
  not have access to research or resolve a credit card issue such as this one. Please
  move the complaint to Bread Financial. The client can also contact them directly
  at ###-###-####.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant
  

  Customer Answer

  Date: 05/10/2023

  [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.
  
  
  
  
  Regards,
  
  
  ****** **** 

• Initial Complaint

  Date:03/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Back in November I bought a super cute sweatshirt on final sale. It was14.99. Great deal. I was not ready to wear it until Feb. Then I found A big hole in armpit. I took it to store tags on and they refused to return it as it was as is. Final sale. I had kept it in bag. fine. I do not Sew so I took it to a shop.cost me 11 dollars to fix it. I love it.I think lane bryant should give me 11 dollars credit for what it cost to fix it. Not okay that my deal was no longer a deal and their service *****

  Business Response

  Date: 03/28/2023

  BBB Complaint ID#********
  
  We are sorry to hear of the clients product concern as described. As with any Final Sale product, it is purchased with the understanding that it is not able to be returned and/or exchanged. This does not change if months later a product concern is recognized. Our website and receipts state the below. The store was correct in not accepting the return according to our practice; however, we will share the concerns shared regarding the product concerns.
  
  Merchandise marked final sale and ending in $XX.98 is sold as is and may not be returned or exchanged and is not eligible for price adjustment.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant
  

  Customer Answer

  Date: 03/28/2023

  
  Complaint: 19854764
  
  I am rejecting this response because:
  I see the point but how can you not stand behind the clothes you sell? This is also wrong.  I did nothing wrong? 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/31/2023

  Please provide the store location, date you were in the store and if you have the receipt. 

  Customer Answer

  Date: 03/31/2023

  
  Complaint: 19854764
  
  I am rejecting this response because: this was at the ******** location. I do not have my receipt but they were able to find it under my lane bryant credit card
  
  I mean I do shop there so much they know me by name.  

  I shop all the time but have not had an experience like this
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/04/2023

  BBB:RE: 19854764
  
  After further review with the store team and District Manager, there have been exceptions in the store team has made for this client. The purchases are Final Sale and a defect is found later or the return doesnt meet with our Return Practice.Since we have made exceptions in the past and the merchandise was purchased at Final Sale, we will be consistent with our Return Practice guidelines and we will not be refunding the product.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My on line account at Ann Taylor stopped working for returns which then requires me to call customer service to get a return label so that I can return my clothes on line. I called multiple times to ask someone to look into as to why it was not working. Four months of chasing this issue nothing was resolved and no one got back to me. I then returned my items with a label they sent me via email and someone at Ann Taylor sent me all of the clothes back. The clothes were returned within a week, never worn and all labels still attached. I called the customer service number again. Sent pictures of the return and the clothes and the lady agreed. She said someone would call me back to help resolve. No one called back. I called again and same answer. I had to drive 30 minutes to the store to return in person. I continued multiple times to call ann Taylor for a fix to my account. I continue to get an answer that someone will call back. Never received a call. Then I had another order and called for a return label and they said they cannot send a label anymore and someone from corporate would call me. I said I am not looking for a free return just a label so I can return my online order because my account is still not working and I have 30 days. I tried calling, texting and chat. Each time I am told someone from corporate will call me back but four months later I never receive a call. Then I asked to speak to a supervisor and they either tell me they can't do that or they will put me in a queue for a call back. No one calls me back, no one sends a return label and no one from "corporate" since November has called me back. Every customer service person gives me a different answer and a different rule. Meanwhile they have a 30 day return policy which they are making difficult to honor. This business was taken over and it is following unethical customer service practices.

  Business Response

  Date: 03/17/2023

  BBB: RE: Case # ********
  
  
  Our decision is final and is based on our records. We have informed the client that we will no longer accept her returns made through our Ann Taylor/LOFT Online expedited return process because several of her returns have not met our return standards as set out in our Return Policy. Specifically, on several occasions the items included in your return package did not match what was stated to have been returned or the items were damaged, worn or otherwise not acceptable. As we have mentioned in our previous email to her, she is still able to return her merchandise to our Ann Taylor store using her own shipper if she do not wish to return your items to one of our Ann Taylor stores; however, you will no longer be able to access our expedited return process. We will not be following up further.
  
  Corporate Client Contact
  Ann Taylor/LOFT

  Customer Answer

  Date: 03/17/2023

  
  Complaint: 19601517
  
  I am rejecting this response because:
  They have never communicated this to me.  I have never returned damaged or worn items.  In fact, I sent them pictures of items that had tags attached, had only been received within the week and were in perfect condition.  The customer service agent agreed with the pictures.  There was nothing wrong with the items and they had all the tags on them.  Additionally, the reason some of the items did not match the return is that the system did not work and it was not made clear to me that I could not return all the items with that label.  This only happened once the online returns did not work.  No ONE has called me or communicated this to me.  They should check the history.  I received multiple messages as of two days ago saying someone would reach out to me from corporate.   I have been a customer for TWENTY years of this ********************** including a credit card holder.   In 20 years this has never been a problem- the new corporate owners are ruining the Ann Taylor that once existed.  These are lies and completely not factual.  I have emails, texts and photos to prove it. I also explained to them that I do not live near a store so they are discriminating against who can shop on line.  I will be taking this forward to the next level unless I get a resolution to this issue.

  
  
  Regards,
  
  *************************

  Business Response

  Date: 03/20/2023

  Again, we have provided our stance and will not be changing our decision. There will be no further responses from Corporate. Our Asset Protection Team determined these actions and we reserve the right to restrict returns that do not meet with our expectations. This has been the case with this client's returns.

  Customer Answer

  Date: 03/21/2023

  
  Complaint: 19601517
  
  I am rejecting this response because: This is fabricated with lies that if they look through the history of the messaging from their client service team they will see this.  I can attest that not ONE person after being a customer for 20 years had the courtesy to call me back after contacting them over a period of four months. 

  I will also be contacting other agencies in response as I have noted several complaints lodged on consumer affairs where Ann Taylor have treated other customers the same in regards to the return policy.

  Additionally, even if I wanted to return it myself via email I CANNOT print a return invoice to even take it to the *** store.  After contacting them, I have again received no resolution to this whatsoever which means once again they are discriminating against on line shoppers.

   

   

  
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 03/24/2023

  I am following up from Ann Taylor Corporate regarding the continued rejections of our responses to *************************. I am not responding to this clients continued rejections further and we ask that you support us from a business side. This client is abusive to our Return Practice, utilizing our expedited Return process on our website. Once the package is scanned, she gets an immediate credit. She has been blocked due to multiple returns not meeting our expectations (damaged) as determined by our Asset Protection Team.  She is only blocked from utilizing this link to get an expedited return and immediate credit before we have an opportunity to review. She is still able to use her own shipper and/or take it to her local store so we have a chance to review the merchandise prior to a return credit being given. We kindly request you consider closing this complaint. Our decision is final and based on our records.
  

  Sincerely,
  
  Corporate Client Contact
  Ann Taylor

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There is an incorrect charge on my LOFT Mastercard issue by ************** The incorrect charge was made by retailer Ann Taylor. For 5 months now, I have been trying to get my account credited and this issue resolved. I have received several emails from Ann Taylor acknowledging the credit, but the credit is never applied to my account. I have made countless calls to Ann Taylor customer service and ************* customer service trying to get this resolved. I have sat in chat rooms for hours, I have sent emails and mailed letters to Ann Taylor, their parent company Ascena, to ************* and their parent company **************** yet the credit still not been applied to my account. I have left messages with Ann Taylor's corporate offices in ******** and ***********. Im getting charged late fees by ************** and I am receiving collection calls from them as well. Every time I call Ann Taylor **************** or ************* ****************, I am speaking with someone in a foreign country who is reading off of a script and no one helps me. There is never any record of my previous calls or notes on my account. I have tried again and again to speak to supervisors. I was only successful once reaching a supervisor at Ann Taylor **************** who promised to help me and monitor this situation, but nothing has been resolved. I am out of ideas of how to get this resolved. I am unable to upload supporting documents because I can't save the emails I've received from Ann Taylor confirming I am owed the credit is a format that works with your website. However, I can email them to you if you provide me with an email address.

  Business Response

  Date: 02/22/2023

  This client, *********************** contacted multiple channels to complain about a return credit. Another complaint was submitted to the ******** BBB Case ##******** . We have already spoken to this client on 2/20/23 and we are reviewing further. As we discussed with her, our records reflect all credits were processed correctly on our end. However, any late fees/finance charges and/or disputes need to be handled by ************* (***************)as we do not have access nor the ability to resolve a credit card issue. We have requested ***** Financial follow up with the client directly. Please remove this complaint from Ascena Retail Group (Ann Taylor/LOFT) as this issue should be a complaint under the credit card company. Please confirm this has been removed and submitted to *************** to follow up.
  
  Sincerely,
  
  Corporate Client Contact
  Ascena Retail Brands

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Back in November I spent a good amount of money on some clothing that has barely even been worn and the clothing has fallen apart. Because the clothing is so expensive it should not be falling apart I have called the store and spoke with him to only be told that they will not take care of the issue.

  Business Response

  Date: 01/31/2023

  BBB RE: Case *********
  
  Lane Bryant is
  following up in reference to this client’s complaint. After further internal
  review, the client has been refunded for the below orders. There isn’t anything
  pending in reference to this issue.
  
  ************* –
  EGC for #37.92 sent as appeasement for below order
  ************* - $126.61 on gift card
  - $37.92 CC card
  *************  - $71.44 – credit card
  Email address - *********************

   

  Sincerely,

  Corporate Client Contact

  Lane Bryant

  Customer Answer

  Date: 01/31/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  
  
  
  
  These are not the correct orders. They are at store level
  
  Regards,
  
  
  
  ******** *******

  Business Response

  Date: 02/03/2023

  BBB: Re: *********
  
  We will
  need the client to provide the receipt (s) for the store purchases she is
  disputing with the BBB as well as the store location. Once we have this
  information, we can research further and partner further with the store team.
  
  Sincerely,
  
  Corporate
  Client Contact
  Lane Bryant hy here...

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have now asked to unsubscribe to their emails, on 3 different occasions, and they refuse. Instead, I am now getting 2-3 emails each day. When I chatted to complain, they told me it would ***********-8 weeks.

  Business Response

  Date: 01/03/2023

  BBB: RE:  #********
  
  After further research, we have been unable to locate a contact from this client to our business (Ann Taylor and LOFT) with her name and/or email address. Can we clarify what business she is referring to? We can unsubscribe her from Ann Taylor and LOFT emails; however, it is not clear this is the business she is referencing. We wanted to confirm first.
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor and LOFT

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 - ************, which either did not get delivered or was returned. Loft.com sent me a return shipping label early November and I used to send back everything received. Tracking shows they received it on November 25th, 2022. I reached out Dec 10, 2022 because my credit card statement is due and I had not received a credit back. I have emailed and texted (********** per their website) numerous times and they say they will get back to me and no one does. I don't know what else to do for the company to follow through on their promises. Refund owed for entire order.

  Business Response

  Date: 01/03/2023

  RE: Case #********
  
  Our records indicate that a return was processed
  on her **** ending in ***** on 12/16/22 and there was also an additional credit
  done for the shipping and return shipping fee refunded on 12/28/22. This
  appears to be resolved. If the client isn’t seeing the credit, then we would
  recommend she follows up with her credit card company directly. I have also
  included the email response we provided to this client on a previous (but
  different case ID#) below.
  
  Sincerely,
  
  Corporate Client Contact
  *** ******
  
  
  Private Note
  
  No Channel
  
  12/21/2022 06:44 AM
  ******** ********
  12/21/22 responded to client.BBB: RE: Case
  #********
  
  This client’s orders were refunded on 11/21 and
  12/16. Due to high volume during the holiday, returns sent outside of our
  website do take longer to process. We are sorry for the delay. After further
  review, this client has contacted us with 4 different email addresses and has
  received a reply on each email address. This is because it is a “do not reply”
  to an email confirmation as we do not respond to responses via that channel. At
  this time, it appears the issue is resolved.
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor/LOFT

  Customer Answer

  Date: 01/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I just received my first email confirmation for the remaining refund owed this last week. All refunds are received now. I’m rejecting their response because it’s not truthful. 
  
  
  
  
  
  Regards,
  
  
  
  *** ************

• Initial Complaint

  Date:11/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  After spending over an hour selecting my purchases, upon check out the company would no check without me providing my phone number and they claimed in the explanation next to it that the purpose is to confirm to match my credit card. That is deceptive and not acceptable as there is no requirement to check phone number against credit card number and the purpose is to use my personal data to my a profit for themselves or someone else. That is not acceptable. I do not consent to selling, sharing, using or storing my personal information.

  Customer Answer

  Date: 11/29/2022

  Hello,

   

  Ann Taylor is the name of business. I beleive the parent company is Ascena.

   

  Thank you

  Business Response

  Date: 12/13/2022

  BBB:Case # #*******
  
  We are following up on the complaint submitted by client, ***********************. There is not a way to delete her phone number as this client does not have an account with us;however, we have requested that she is flagged Do Not Sell via this link as shared with the client on her initial contact with us to remove her from any Marketing as requested. (Link on our website)  https://www.anntaylor.com/preferences/donotsell.Her concerns have been shared internally for internal review.
  
  Sincerely,
  
  Corporate Client Contact
  Ann Taylor

  Customer Answer

  Date: 12/15/2022

  [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:11/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 just had an absolutely abhorrent customer service experience regarding my latest order. You shipped it to the incorrect address. First you wouldnt refund me. Then said you could do a reorder, tried to make me pay for it and to add insult to injury tried to make me pay more for it. Then said you could fix the amount but couldnt offer to replace at no charge.Then your supervisor refused to speak to me. 54 minutes I was on this phone call with an agent who seemed way out of her depth and then when you finally decided to refund me, you refunded the incorrect amount. Will never do business with your company ever again

  Business Response

  Date: 11/29/2022

  BBB: RE:Complaint ID #********
  
  We are sorry to hear of the frustration shared by ****************. It is our understanding that the issue has been resolved and the credit processed. If that is not the case, please let us know.
  
  Sincerely,
  
  Corporate Client Contact
  Lane Bryant

• Initial Complaint

  Date:10/29/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Attempted to make a purchase online with lane bryant. They kept running my card over 15 times. Everytime the card was approved, LB kept reversing the charge. We even had a conference call with my card Company and LB. Nothing wrong with my card. Problem is I looked at my available credit after all this. I'm missing $199.03 in credit on my card. There is 2 charges pending. Totaling the $199.03. I want my credit released. There is no order, yet they took my money.

  Business Response

  Date: 11/09/2022

  BBB: RE:
  Case ********.
  
  After
  further review with our Lane Bryant partners, it appears the orders are not
  processing as a result of the CVV code being entered incorrectly. Our partners
  at Lane Bryant will be contacting the client directly to further assist.
  
  Sincerely,
  
  Lane
  Bryant

  Customer Answer

  Date: 11/09/2022

  [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. Although I do not accept their explaination as to what happened.
  
  
  
  Regards,
  
  
  
  ***** *********