I placed an order online. One item was sent wrong size. Their error. Lane Bryant refused to exchange, had to repurchase at higher price and never refunded. On 12/01/09 I placed an order with Lane Bryant as they were having an online sale, buy two get two free. I received my order and one of the items was the wrong size. Correct on the order form but they shipped 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 was to make a new order and purchase it, at the original higher price. I was assured that once they received the wrong size bra they would then refund my cost back to my card. They also said I had to wait for the return label to get to me before I send it in to make sure i was given proper credit and that would take several weeks. I asked several times if I could just return the bra first then they could just exchange it for the right size and they refused. So I was forced to make a new order just so I could get the correct item. When I finally received the return address label I immediately sent the wrong size bra back. They show it was processed on 2/09/10.. Just passed the 60 day no cash refund mark. I then received an email saying they got it and I was credited 0. So no store credit, nor a refund. When I called to straigten it out I was informed that the original price of the bra was zero since it was the "free" one from the buy two get two offer. I explained multiple times that I had to repurchase it at the higher price since they wouldnt exchange and was given the run around. Finally I got emailed a store credit voucher, not even for the total cost I paid! The customer service reps were very very rude, especially Adam who told me it was my own fault for giving them my credit card number again, the supervisor, theresa has ignored all my phone calls... Even though i said i would call every day until this matter gets resolved to my satisfaction which would be a refund to my card not store credit as i will never shop there again.
I feel as if Lane Bryant is doing some sort of bait and switch. Enticing customers with a sale then when the wrong item is sent, forcing them to purchase it at a higher rate. Their policy of making the customer place a new order seems wrong and illegal. I will never shop there again and tell everyone i know. There really needs to be a class action suit against these sorts of practices. Its not about money but principle. Lane Bryant, and Charming Shoppes, Inc should not be allowed to treat their customers in this manner. I have spent countless hours on the phone trying to straighten out what was their error and they have refused to be helpful the entire time. Shame on them.
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