Lane Bryant — Local services in Normal

I had the worst experience with the customer service from Lane Bryant. I would like to explain this is not a reflection of the employees from my local store, they have always been great. I purchased a dress online that was to be worn as a bridesmaid dress. The dress did indicate there was a low inventory, however it was listed as in stock online. My order was canceled. I proceeded to look online to see if there was any explanation of “low inventory”. I was looking for anything to explain that when you purchase and item, even though it is available for purchase and showing in-stock, it may not actually be available and in-stock. I completely searched their website and was not able to locate anything. While I was online, I looked up the dress again, and it was still available for purchase. Now I was very confused. I purchased this dress on Saturday (6/9/18), I just received notification on Tuesday morning (6/12/18) that it was canceled because it was out of stock. However, Tuesday afternoon (6/12/18) the dress is still available. If the dress has been unavailable since the order was placed on 6/9/18, why is it still listed for purchase on 6/12/18? I understand not everything is in real-time, but it is three days later.

I spoke with a retail sales manager, Thomas. I explained by situation, and was provided the same explanation as before. I mentioned that it was purchased 3 days ago, was still available to be sold online, and pressed for further explanation. He was immediately defensive and became rude and condescending. Now I was already frustrated and will not accept being spoken to in that manner, so I became defensive. Every response from Thomas was done with a rude tone. There were several occurrences where he would contradict himself. For example he said they will hold the order for a little while to see if it will come in stock. Then he told me my order was canceled. When I asked for clarification his response would always open with "I already explained this to you", with a severely negative tone. When I would inquire about how they were listing items to be sold when they have known for 3 days they were out of stock, he wouldn't even respond. He would eventually say "I already explained this to you, we are going around in circles. What do want?". I would respond with, "how does your company think it is okay to sell items, they know are not in stock?. He would be silent, ignore my comment and say "We are just going in circles, what can I help you with?". I asked him why it would still be listed for sale 3 days later. He stated the inventory changes and they could have received more. I asked if more dresses were received on stock, why did I not get the dress, why was mine instead canceled. Thomas had no real explanation. I asked if there was any way I could be notified if the dress came in stock again, and was greeted with a rude "No". I was informed I could attempt to repurchase the dress (and most likely go through the entire process again). As we all know, orders are handled in the order received. So now I stead of being at the top of a waiting list, I am now at the bottom. Also, I had a deal last time, and am having to spend $30 more for the same dress. Which I was rudely told, there was nothing Thomas could do.

After being treated so terrible, I finally thanked him and disconnected the call. I know it is only a dress, and normally I wouldn't care. However I have a last minute wedding ceremony, and purchased this dress for a bridesmaid dress. So now I have a wedding in 2 weeks and do not have a dress. I just cannot believe it is okay for a company to sell items that they do not have in stock. If you know that "low inventory" means it may not be in stock, that should be well documented on the website. Instead, when an item is listed as "low inventory", the website advertises "almost sold out, so make it yours now". That could not be further...

Rude. So very rude and unhelpful. Two of the three employees here made my shopping experience awful. They had an overall attitude of disdain and rudeness—not one specific action I suppose. I asked if I could get a top from the display because it was the only one in my size—I said ‘I’m sorry to mess up your display’—complete silence back. I asked if they had a certain top in black and her answer was, ‘if we do it would be right there.’ I looked at the reading glasses and over half didn’t have the strength sticker. I asked if they didn’t have a sticker were they just clear/no strength. The employee standing two feet away said ‘Most of them have stickers.’ The only helpful person there said the new ones came in with the sticker printed on the side. The print was very small and I asked if I could have help. The first employee said ‘I would assume they are arranged in order or strength.’ (I’m sorry—but I am not going to assume I’m buying the correct strength!) I ended up ordering an item and she looked up my info and finalized the sale. As I was leaving I said Oh can I make sure it is being shipped to the right address? The employee looked at me like I was really putting her out—shrugged her shoulders and said it was the info I had verified on the screen. (An earlier screen I looked at to verify my phone number—no address that i I saw) She just stood there—no move to look it up or help in any way. So I just said ok I’m sure it will go then the right address and I left. I received a confirmation email later saying my order is being shipped—wrong address! And it is not an address where I’ve ever lived. I don’t understand this because I get coupons mailed to my current address all the time. Basically there was no huge thing that happened (except my order going to the wrong place!) but I just felt so very unwelcome in this store. Not one civil thing was said to me the whole time by the two people “helping” me. Real confidence booster and display of kindness....

The women who I encountered name is Alicia. One thing that she said was that in the six years that she worked there I was the bustiest woman she had seen. I doubt she meant it to be hurtful, but that's what it was to me. She could have said that the sizes they carried were between such and such and that I was measuring out of those sizes. I also asked her if she could close the door some because she had it open wide. I was feeling self conscious and she refused. She said that she couldn't come in because of Covid. It would have been ok with me if she stepped out and I called her back when she was needed. Nice clothes but I didn't have a...