Lane Bryant Customer Service

User Reviews, Ratings and Comments

Lane Bryant customer service is ranked #48 out of the 946 companies that have a rating with an overall score of 75.56 out of a possible 200 based upon 45 ratings. This score rates Lane Bryant customer service and customer support as Disappointing.


38 Negative Comments out of 45 Total Comments is 84.44%.


7 Positive Comments out of 45 Total Comments is 15.56%.

Issue Resolution




Product Knowledge

Disappointing Overall Customer Service Rating

  • Lane Bryant

    Customer Service Scoreboard

    • 75.56 Overall Rating
      (out of 200 possible)
    • 38 negative comments (84.44%)
    • 7 positive comments (15.56%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 6.0 Issue Resolution
    • 5.8 Reachability
    • 4.7 Cancellation
    • 7.1 Friendliness
    • 6.4 Product Knowledge

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Posted by Anonymous

Thank you for your help in my recent online order issue.I greatly appreciate your prompt attention to my problem. This message is to be directed to Steven E.and Sashona G. in the Customer service dept.The reference .I tried to respond to the original email that was sent to me this afternoon from Steven but I did something wrong and can't return the email.I really hope that this message reaches Steven E.Thank you for all that you've done to help make this a pleasant experience.

Posted by Sara Eisenhower

I bought an item in store that the only one they had was the mannequin display so they ordered one online in my size and they sent it to me with free shipping. The mannequin shirt must have been pinned because it was fitted at the waist but the shirt that came hung like a tent and was not flattering at all. I returned it in store and it was a completely quick and easy process and the salesperson was very friendly and efficient. I was in and out within 10 minutes so thank you.

Posted by Castro3268

VERY UPSET. I have been an LB shopper for years. I recently made an online purchase and some of the items did not fit. As I have always done, I took the items back to the store for a return. I WAS sadly mistaken. The sales person tells me they will "ship my items back to the warehouse and i should receive a refund in 7-10 days." I was like.. "WHAT? When did your return policy change?" I just made a $350.00 purchase and I am looking to cancel my order. I refuse to wait for my return to be applied to my CC because they want to wait until they get the items back int he warehouse. LB has lost a customer. Their clothes is nice, but not nice enough to go through this hassle of waiting for the warehouse to receive and provide me with a refund. I will shop with Avenue and other plus size stores going forward.

Posted by Anonymous

Lane Bryant must have a change of hands in the last four months. In March, (2017) when I placed an online order, the store in Christiana Mall gave my order to another consumer. The consumer brought it back so I did get it but I had ti make an extra trip. In the beginning of April (2017) I placed an order online and after I picked it up I went home to check my order to confirm I have everything. Only after I checked the order I received an e-mail stating something was missing and I received a credit for the missing merchandise. I called and placed an order online two weeks ago and yesterday I received a call saying my order was ready for pick-up, I said that I received an e-mail that partial order was ready but I was going to wait for all three packages. The customer service rep. said the all three were ready. I thanked her and an 1/2 hour later I received another call stating it was a problem with the warehouse and they sent my order to another customer. My order will not be returned and I will receive a credit. Called corporate and was told it was nothing that could be done but I can get a 25% credit. I've been a customer for 10+ years and this is how Lane Bryant treats their consumers. I asked coporate rep. to cancel my card and she did and because she didn't try to keep me as a consumer I cancelled my card.

Posted by Lost1

I purchased several items from the online store in Nov 2016. On 05/02/2017 I attempted to return the never worn still have tags attached to the garments; to the Brentwood Promenade location in St. Louis, MO and the store manager refused to allow me to EXCHANGE the items. Stating it had been pass the 60 days cut off,so I was basically stuck with these items. I pointed out to this manager that a couple of the items were still on their shelves to which she replied "I know, sorry". Before typing this comment, I reviewed Lane Bryant's return policy and noticed items can most certainly be returned after 60 days and according to their policy the 60 day cut off applies to in store purchases and their was no cut off day given for online purchases. Needless to say, I am very disappointed and turned off by this incident and will most likely stop shopping at Lane Bryant since there are sooo many online retailers that sell plus size clothing.

Posted by MamaRo

This is my first time buying clothing from Lane Bryant and I did it online using Paypal. They sent me a wrong item and I used Paypal to make the purchase. They gave me a hard time about sending me the replacement item because I used Paypal. I guess they want me to return the wrong item via mail, and not in store, and I have to pay for shipping myself. Then once they receive it, they will send me the right item. I don't understand why I have to pay for shipping to return something that was not my fault to begin with.
A few of the items I ordered were way too big as well and I was frustrated to find out that I would also have to return those items through the mail. I am afraid to see how long they will take to give me my refund and I don't think I will ever shop at Lane Bryant online again, with sizing being so unreliable and their return policy being so ridiculous.

Posted by Me

I think the return policy is extremely stupid! I used my Lane Bryant credit Card to make my purchase, and they can't look it up from my card. Stupid! Closing my account tomorrow!

Posted by Anonymous

Very very bad the assistant manager and the manager both hung up on me they treated me like trash and wouldn't do anything about the 230 some dollar refund they put on somebody else's card over a month ago. Will never shop that store again or recommend to anyone

Posted by Rachel

I purchased clothing online, had it shipped to the store and tried the clothing on when I went in to pick it up. Most of it didn't fit right so I asked to return it. Here's where it gets RIDICULOUS first they tell me it has to be shipped back to a warehouse they can't return it in store. I have never had this issue with any other store I purchased from online.
Finally a week later I get confirmation they received my items and issued a refund. It has been three weeks and no refund!! They still claim they sent it. I had to file a claim against them with PayPal. This entire situation has been a NIGHTMARE!!! Their response, I should have used a Lane Bryant credit card. I can't believe they can get away with this!! I will never shop with them again!!

Posted by karen

I made a return last week and received a receipt showing the refund that will go back to my checking account. When will this happen and why does it take so long.

Posted by Cissy

Your IT or Website Dept are not doing their job. It is, of coarse, easy to purchase on the website, but to move around anywhere else, like to just see your account is impossible. It has been this way for a LONG time and can't believe it is still the same. Please fix the problem or I will stop using the website which is how I purchase your items.

Posted by Anonymous

Went to Lane Bryant Brier Creek location in NC, back on Oct 1, 2016 and was charged a total of 4 times. Called customer service the same night that it happened I never got a call or email from anyone. I had to keep checking back about the refunding of the extra 3 charges. I have gotten 1 refund but was told they had up to 30 days . On Nov 1, 2016 I called back and no I wasn't the nicest person since they still had not refunded 2 of the charges. I was told that I would get a call by end of business on Nov 2nd. Well needless to say still no refund and no call. Took to Facebook and messaged them. Got a call on Nov 3rd and was told that the refund process is being done but it's up to 30 days. Not happy since this is going on for another month. I have bills to pay and it wasn't a small amount of money that was charged. I will not be going back since the customer service sucks and no one is trying to do the refund in a timely manner.

Posted by Ester

I will never buy Layne Bryant online again because they take so long to refund your money of if you need to return an item. I purchased a sports bra in the correct size, I might add, even went up a size to be safe, and it was way too small. I had to call three times to get my refund. They sat on my refund for one week, promising me it would be in my account any day. Finally, on the 7th day the lady I spoke to the third time, "processed" my refund while I was on the phone - still she told be at least a week before the funds were in my bank. They lied to me -- they knew they were going to sit on my money and not even start the refund process. I am quite sure had I not called the 3rd time and spoke to someone reasonable, they would have sat on the funds even longer.

Posted by MiMi

I have shopped at lane Bryant a big part of my life. Always finding the sales people helful, considerate,engaging. The last few time recently I find the sales people rude,inconsiderate,not helpful at all, when I complained to the manager I found her the same. Consequently I return the item, left the store upset. I went the second time to see if I had been wrong. I wasnt. This is the Canton,Ohio store. The Westbrook Plaza. Once a grand place to shop,now a mere shadow of its former greatness.

Posted by Anonymous

At 6:10 this evening I walked out of Bridgewater Falls Lane Bryant store appalled! Upon entering eye contact was made but that was it! I was looking for an outfit to honor my mother at a breast cancer event. I was casually dressed,and had money. I waited, waited, waited and waited for some attention or service. I found an outfit.Still no service. I returned the outfit to the rack and left.I didn't receive any service they won't receive my money. I sure hope the treatment I received was not because I'm a person of color. If this is how your sales people are you are in trouble.

Posted by Anonymous

Lane Bryant lost a customer today. I went into the Macomb Mall store in Roseville, MI to purchase 2 pairs of panties with my buy $15 get $15 off coupon. JASMINE pointed out the sale was 5 for $33 or they were $9.50 each. I said I only wanted the 2 pair. She rang them up, turned to screen to me and "let me show you how STUPID you are..." I told her to void the sale, I don't need to shop at store that calls their customers STUPID. She proceeded to yell across the store to the other employee "she don't want nothing cuz I pointed out she was being STUPID". So what she announces customers choices to the entire store. Called the 800 customer service number they seem uninterested said they'd pass info along, but didn't take my name or number for follow up. Lane Bryant has become a joke.

Posted by Anonymous

I decided while i was visiting in West DesMoines that i would exchange 3 bras at the store instead of pay shipping again. Once I arrived at the store to exchange, not return,I was told to repurchase my 3 bras to exchange them for 3 different ones of the same price. They had me use my card twice for 2 different transactions on the same 3 bras. One repurchase for 53.00 and another for 25.00. I told her that seemed weird to me but she kept insisting they will just "wash" off the price. I had money in my account to do this but I did not know that the hotel is had stayed at the night before had held money on my account even though I paid cash the night I stayed so much to my surprise the next day I check my bank and the 2 purchases from Lane Bryant (just to exchange) had put my account negative 55.90! Why I needed to repurchase these items is beyond me!! So furious with this situation. I also had to settle for what was left over on their clearance rack and that was slim pickings.

Posted by DIANE

I Bought 2 New Bras Last Month And They Are Stabbing Me Under My Arms. They Are The Bras With The Back Smoother Material. One Of The Bras Is Already Coming Unstitched In The Cup. What Are My Return Options?

Posted by Anonymous

I've been a long time customer always purchasing business casual clothing and bras but no more. I've purchased 6 bras in the last 5 months and 4 of them are already falling apart. I have 1 bra that constantly folds over and the fabric won't stay in the original shape and I have 3 other bras that fabric has torn in the middle. I have been fitted several times and every time I go they tell me I'm a different size but the bras never fit. I now have several bras that are going in the trash and the money went right down the drain. Never again will I buy from your stores.

Posted by Frannycat P

I have just finished a good review of the best shopping experience I have ever had with Karen k, # 6321. I was so impressed with her that I almost forgot about mentioning a $25 coupon she promised by us leaving a,review, which was my pleasure to do it anyway

Since it was offered though, my email address is and since we are leaving for Hawaii by August, I can't wait to shop more! My husband's is thank you for best company ever!!!! Our phone number is in Reno -Nevada

Posted by Frannycat P

I was waited on by Karen k.employwe num, 6321. I have never in 49 yrs,of shopping had the privilege of feeling like I had my own personal stylist. This woman dressed so classy, and instinctively could put together colors and pieces not only interchangeable, giving more,value,for your money, but so modern and,perfectly fitting. The happiest shopping trip and best clothes,ever in my whole life.

Posted by ****

BEWARE!!!! BUYING FROM THEIR ONLINE WEBSITE IS A HUGE HEADACHE. their return policies are horrendous. i am still waiting to hear from them and its been over a month and i am not exaggerating.

Posted by Gold

I've had the worst service for being a first time customer! DO NOT ORDER FROM THEM! I tried ordering an eCard from them 4 days before Christmas and I also ordered one from Amazon the same day and the recipient received it within an hour! NOW 6 DAYS LATER and still no eCard to the recipient!!!!! RIDICULOUS! A supervisor was supposed to call me yesterday and no call! I had to call back again! The worst service I've EVER experienced! Stay away!

Posted by lfraulino

I went to the mall yesterday and bought a pair of pants for today. Went to put them on and the alarm thing is still on! Ugh now I could not wear them pants that I want special for last night. Very unhappy! This is not the first time this is happened that's at least the second if not Thursday within the year

Posted by B greenfield

I just purchased $400.00 with a Lane Bryant credit card in clothes and took back some of the clothes back with the receipt and tags still on them. I never wore them, I wanted a refund on my clothes. They told me real rudely that I could not get a cash refund because the don't give out that much of a refund it is against their policy. I never wanted a credit card of theirs to begin with. and Now Im stuck with a credit in a store that I don't ever want to shop at again. I don't feel like they have the right ti control my money If I want to have my money back and have all the proper return stuff then I should not be forced to shop and spend my money there if I don't want to. I was never informed about how their card work that you still have to pay a monthly fee to them and I still have to spend money that I don't want to with this company I don't want anything to do with.

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Posted by Anonymous

I was in your store #04841 I'm writing to tell you how nice and helpful the girls working in your store today they answered all my questions with a smile and lately you don't get that in retail stores

Posted by Anon.

I wanted to give feedback for the employee Emily T that works at the Partridge Creek location in Michigan. She waa EXTREMELY considerate, polite, and helpful. I was not a big LB shopper but she made me comfortable and excited about shopping there. She assisted me in finding great deals and I really appreciate the experience. I am actually not a big shopper but she made it an excellent opportunity and I am so thankful to have met her. I will be visiting the store again because of her. Thanks Emily T.

Posted by kimpossible

I was in the Lane Bryant located in Blackwood, NJ over the weekend and they single handily had the best customer service I have received in a long time! The ladies who worked there were kind, patient and went out of their way to do anything you could imagine to make your shopping experience worth while. Hats off to you ladies!

Posted by Anonymous

I shopped at Lane Bryant in Boise Id yesterday. What a pleasant surprise to have an extremely help sales clerk 6772-Chelsey. She spent the time to locate, suggest clothing. Gave comments of what she thought worked and why and what didn't work together and why. Wow! Thanks Chelsey.

Posted by Homewood, IL office good custome

I would like to thank you customer service person Joyce for her excellent customer service

Posted by Lane Bryant

I had the pleasure of shopping at the Roseville Store in the Fountains Mall. (California)
I was so impressed with the employees! They greeted me, and helped me find an appropriate outfit for a cruise. They were friendly and helpful! Lane Bryant should be proud to have such dedicated and awesome employees! :)
When leaving I asked for names. Please thank Annie, Katie and Debbie for such fantastic customer service! :)

Posted by Anonymous

I was shopping at Lane Bryant in Fredericksburg in Central Park #6040 today and had a great experience due to the sales associate named Kimberly.

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