Lane Bryant Internet Order Customer Service

I am having an on-going problem with an order that I placed on-line with Lane Bryant on June 9th. To date, only one item from the large order has shipped. I sent several e-mails and phoned, and sent a letter. It was clear that Customer Service didn't read my emails, as they responded with a form letter that told me my credit card was rejected (not true) and didn't actually address the problem. Then they told me that they didn't have a toll-free number. Then somone did give me the toll-free number, and I spoke with a person who told me that everything was fine and the order was going to ship. After several more days of waiting, I sent a detailed letter to their Customer Service. That was 2 weeks ago, and no one has responded, so I hoped that maybe this would help, or would at least warn other consumers. My correspondence is below:

June 25, 2007

Lane Bryant Customer Service

P.O. Box 27586

Tucson, Arizona, USA

85726-6886

Dear Madam or Sir:

RE: Unacceptably poor customer service on internet Order #XXXXXXXX

On June 9, 2007, I placed an internet order for numerous items. I received a confirmation email right away (see enclosure 1), and I received no error messages. On June 15, I realized that I had not received an email confirming shipment of my order, so I used your on-line customer inquiry form. I have enclosed a copy of the series of emails between myself and your customer service representatives (see enclosure 2).

Gloria replied to my inquiry stating that my order had not shipped because my bank had declined my credit card. I immediately called my bank, because I was not aware of any problem with my credit. My bank reassured me that everything was fine, and that they had, indeed, issued an authorization number to Lane Bryant for $255 on June 9th when it was requested, and they suggested that Lane Bryant contact them directly if there was any further difficulty. I relayed this information to Lane Bryant via return e-mail.

Imagine my dismay to receive yet another e-mail from Lane Bryant (this time from “Mary”) telling me that my credit card had been declined. I again responded by sending Lane Bryant the authorization number and the toll-free number for Mastercard, and asked if Lane Bryant had a toll-free number so that I could talk to someone to resolve this.

I then received an e-mail from Delisa telling me that Lane Bryant does not have a toll-free number, and that I would have to make a long distance call during office hours. I replied that I cannot call from work, and received an e-mail from Stella that gave me your (non-existent!) toll-free number.

On June 18, I dialed your toll-free number and spoke to a very nice woman who agreed that there was absolutely no problem with my credit card, and that the authorization number was on my account. She said that my order had not shipped because one of the items was back-ordered, and the whole order was being held up because of it. She said the item would be removed, and my order would ship right away.

As of today, only one item (the first item) from my order has shipped. When I look at my order status on your web site, it says that all of the items on the order are in stock, yet they haven’t been shipped.

What exactly is the problem? I have done everything within my power to fix this situation, and cannot believe that Lane Bryant is unable to ship my order. What exactly do I need to do to make this happen? Will Lane Bryant still honour the 2 for 1 bra price, and all other specials that I took advantage of when I placed the order?

Sincerely,

[NAME DELETED FOR PRIVACY]

Unbelievably Frustrated Customer

Enclosure 1:

Date:

Sat, 9 Jun 2007 13:13:25 -0700 (GMT-07:00)

From:

Email User

To:

[PERSONAL INFO DELETED]

Subject:

Lane Bryant Order Confirmation

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

Lane Bryant-The fashion leader in women's plus-size clothing, sizes 14-28.

http://lanebryant.charmingshoppes.com/pagebuilder/

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

Dear [NAME DELETED]

Thank you for shopping at lanebryant.charmingshoppes.com!

We're writing to let you know that we've received your order.

The details of your order appear below for your reference.

You will receive another e-mail once your order has shipped.

If you have any questions about your order, please click the link below to

contact a Lane Bryant Customer Service Representative at:

http://lanebryant.charmingshoppes.com/pagebuilder/customer_service_contact_us

ORDER DETAILS

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

Order Date: 06-09-2007

Order #: xxxxxxxx

Shipped via: Canada Post Standard

Shipped to: [PERSONAL INFO DELETED]

Billed to: [PERSONAL INFO DELETED]

____________________________________________________________________________

[ORDER DETAILS DELETED FOR PRIVACY]

____________________________________________________________________________

SUBTOTAL CAN $ 166.33

TAX CAN $ 27.36

DUTIES and CUSTOMS CAN $ 29.08

SHIPPING & HANDLING CAN $ 30.70

TOTAL CAN $ 253.47

Sincerely,

Lane Bryant Customer Service

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

If you have comments or questions for Lane Bryant, please do not reply to

this e-mail. It does not accommodate replies. Instead, contact us by going to:

http://lanebryant.charmingshoppes.com/pagebuilder/customer_service_contact_us

Are you on our e-mail list?

Sign up to receive e-mails, exclusive promotions and discount offers!

Click the link below to sign in, and then click the 'My Account' link.

https://lanebryant.charmingshoppes.com/pagebuilder/login_register_account

Our postal address is:

Lane Bryant

Customer Service

PO Box 27586

Tucson, AZ 85726-6886

Enclosure 2: [NOTE THAT I HAVE SORTED THE EMAILS IN SEQUENTIAL ORDER FROM

FIRST TO LAST]

From: [PERSONAL INFO DELETED]

Sent: 6/15/2007 06:38:52 AM

To:

Email User

Subject: CI*: Why Hasn't my Order shipped?

Lane Bryant

Category : Canadian Inquiries

Subject Line : Why Hasn't my Order shipped?

Message : Hi, I placed an order last Saturday (June 9th) and it is still being "processed".

When will my order be shipped?

[PERSONAL INFO DELETED]

"lanebryant.com Customer Service" <Email User> wrote:

Dear [NAME DELETED],

Thank you for your recent email.

Thanks for taking the time to contact us.

We were unable to process your order because your issuing bank did not provide

an authorization. Please contact your issuing bank directly for more information.

Sincerely,

Gloria

lanebryant.com Customer Service

www.lanebryant.com

From: [NAME DELETED]

Sent: 6/15/2007 01:21:38 PM

To: "lanebryant.com Customer Service"

Subject: RE: CI*: Why Hasn't my Order shipped?

Dear Gloria,

According to Mastercard, the approval did go through when I placed my order on June 9th.

The approval code issued was XXXXXX. Their customer service number is 1-800-481-3239.

Please confirm that you are able to ship my order.

Regards,

[NAME DELETED]

"lanebryant.com Customer Service" <Email User> wrote:

Dear [NAME DELETED]

Thank you for your recent email.

We were unable to process your order because your issuing bank did not provide an authorization. Please contact your issuing bank directly for more information.

Sincerely,

Mary

lanebryant.com Customer Service

www.lanebryant.com

From: [NAME DELETED]

Sent: 6/16/2007 05:56:24 PM

To: "lanebryant.com Customer Service"

Subject: RE: RE: CI*: Why Hasn't my Order shipped?

Is there a phone number where I can talk to you directly? Per my previous e-mail, my bank says that they DID provide the authorization at the time that you requested it. The authorization number is: XXXXXX.

They said if you had further problem, to please contact them at:

1-800-481-3239.

Regards,

[NAME DELETED]

"lanebryant.com Customer Service" <Email User> wrote:

Dear [NAME DELETED],

We do not have a toll-free number at this time. If you would like to contact

us, please feel free to do so at 513-576-8856, between the hours of 8 a.m. and 6 p.m. EST, Monday through Friday. One of our Customer Service Representatives will be happy to assist you with your inquiry.

Thank you again for contacting us. We look forward to serving your shopping needs in the future.

Sincerely,

Delisa

lanebryant.com Customer Service

www.lanebryant.com

From: [NAME DELETED]

Sent: 6/18/2007 08:32:03 AM

To: "lanebryant.com Customer Service"

Subject: RE: RE: RE: CI*: Why Hasn't my Order shipped?

So is there no way to correct this on-line? Per my previous 2 e-mails, my bank assures me that there is no problem whatsoever, and they issued to you the authorization #XXXXXX. Their phone number is 1-800-481-3239.

I am unable to call your number during the hours that you are open, as I am at work during those hours, and can only dial out with toll-free numbers.

What exactly is the problem? Do you not know what to do with an authorization number? Please advise on how we can fix this, as the situation is becoming very frustrating for me.

Regards,

[NAME DELETED]

lanebryant.com Customer Service" <Email User> wrote:

Date: 18 Jun 2007 09:12:39 -0400

From: "lanebryant.com Customer Service" <Email User>

Subject: RE: RE: RE: RE: CI*: Why Hasn't my Order shipped?

To: [NAME DELETED]

Dear [NAME DELETED],

Thank you for your recent email.

Thanks for taking the time to contact us. We will use your comments to serve you better and to gain a broader understanding of what is on our customers&#226€™ minds. Our phone number is 1866-886-4731.

Sincerely,

Stella

lanebryant.com Customer Service

www.lanebryant.com

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