Jonika J.

I've been shopping at Lane Bryant for years. I really don't like paying too much for clothes but I like that a lot of their clothes are quality, especially the Livi Activewear line. LB, as most stores these days, run a lot of sales and special earning periods where you can get so many $$ in Lane Rewards. So, if you spend $50, you will earn a $25 coupon to use in the future, that the next time you spend $50 (during the redemption period), you get $25 off. So recently, I did this, and earned $75 in rewards. I went back and purchased $150 worth of clothes and paid $75 for them. A couple of the shirts didn't workout, so I took them back and asked the manager, if I exchange them for something else in-store that day, then could I get a credit or get my rewards back. He told me, yes - as long as I wasn't returning the clothes for a refund, then I would get my rewards back. When I went to checkout, the manager changed his tune, and when I asked about the credit, or asked him would the $25 go back on my credit card account or whatever, he said that I actually couldn't get my rewards back because the coupon had expired. So, instead of stand there and argue with him, I told him I would just contact LB Corporate/customer service. I did so, and they told me that anytime a customer returns an item, they forfeit their rewards. Now, not only is this an extremely stupid rule, but they missed the point in that I did not get a refund. I merely exchanged them, and I actually spent more that day because I bought a couple other items too that day. LB didn't lose a penny. But I, as the customer, lost out on at least $25, which I was even more pissed about because I intentionally spent $$ during the earning period so I could get more for the redemption period. Smh. I emailed them back but they have yet to correct the error. And I know $25 isn't a lot, but it's the principle of the matter. First of all, the manager lied to me. Whether his first statement to me was in alignment with LB policy or not, he should've honored what he originally told me. In his own words, it was his mistake and he could've honored it if the coupons were still active. But $25 is $25 is $25. He could've given me a gift card or a store credit, but he refused. Secondly, I have made returns in the past and gotten rewards back, so whether the workers are doing it wrong or not, I've never had this issue before. And the store manager that day said he's been there for 9 years, so for him to make such a rookie mistake - I don't feel it was a mistake at all. I feel like, whether he was lying on the front end or the back end, he purposely did what he did. Thirdly, again, this is a stupid policy. Why would you make your customers forfeit monies that they earned to buy your product when you - the company - didn't even lose any money? That makes zero sense. Anyhow, needless to say, there's always Torrid and other plus-size stores that I can shop at that are quality and have good deals too. I've always like LB but if they don't make this right for me as a customer, I'm d-o-n-e.