I placed an order online. One item was sent wrong size. Their error. LB refused to exchange, had to repurchase at higher price and never refunded. On 12/01/09 I placed an order #14066654 with Lane Bryant as they were having an online sale buy 2 bras get two free. I received my order and one of the bras, Item 36854, was the wrong size. Not the size i ordered. It was correct on the order form but they shipped the wrong size. I called customer service and was told they would not exchange it, even though it was their error. The only way I could get the correct size sent to me I had to repurchase the single bra of the regular rate of 36.00 plus tax and wait for a return label and send the wrong one back. When they received the wrong one they would then credit my card back the purchase price. I asked several times why I couldnt just send the wrong one back then they could send me the correct one once they received it but they refused. So I was forced to purchase a new order, 14225624. When I finally received the return label, which took several weeks, i immediately sent back the wrong sized bra. They show it received by them on 2/09/10. Just past the 60 day no cash refund mark. I then received an email saying my credit amount was 0. So no store credit nor was there refund to my card as I was promised. When I called to straighten out the error I was told the original price of the bra I ordered was 0, since it was the "free" one of the buy two get two free. I tried explaining that they made me repurchase the bra at the orginal price and after much complaining and several phone calls was then issued store credit, not even for the total cost I paid for the new order. I called back and finally got a customer service rep, cody, who assured me he would credit the card. It never happened. Customer service rep Adam was extremely rude to me and told me it was "my own fault for giving them my credit card number again". I called the supervisor, Theresa, many times insisting this wasnt acceptable as I will never shop there again and I want my cash refunded. After all, this was all their error. She has just ignored my phone calls. I feel as if Lane Bryant is doing some kind of bait and switch tactic. Enticing customers with a sale, then when the wrong item is sent... They are forced to get the correct one at a much higher price. When one purchases a product at a store there is an implied contract that they will receive the correct item and when they do not it is up to the store to make it right. They have not and their policy of making the customer place a new order seems wrong and illegal. I will never shop at Lane Bryant again and will tell everyone I know not to. I know many many people have had a similiar problem with them and there should be a class-action lawsuit against them. It is not about the money but the principle. Lane Bryant is a huge corporation as part of Charming Shoppes, Inc and should not be allowed to treat their customers in this manner.
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