An update to my earlier review, Lane Bryant smooth satin full-coverage bra:
I sent the following email inquiry through Lane Bryant:
To whom it may concern:
On January 10th, 2009 I purchased a white 46DDD smooth satin full-coverage bra.
The following week, after wearing it only twice and never even washing it, the left underwire broke through the material.I bought the bra while I was in Pittsburgh for a vacation. That Lane Bryant store is over 250 miles away from me, and the closest location to my home is still almost 50 miles away.
But, I really wanted to have a replacement for a bra that should not have broken when it was less than a week old, so I made the nearly 100 mile round trip to the Lane Bryant in [location] in order to make the exchange. On February 22nd, 2009 I exchanged the defective bra for a new one — same color, same size.Last week I was at the park with my husband and children when the same underwire broke through the same part of the bra. This time around I had worn the bra five or six times, and washed it twice. I washed the bra according to the label’s directions: by hand, cold water, small amount of detergent, and laid it flat in the bath tub to dry.
Having the same style of bra break twice in the same general area when no abuse or misuse was done to the bra leads me to believe that there must be some sort of defect going on. I have this same style of bra in black and cafe mocha, and have worn both of those bras just as many times and washed them just as many times, and both of those bras are fine.
I am writing to request an exchange or refund for this defective bra through the postal mail service. I do not relish the idea of making a second 100 mile round trip to do yet another exchange on a defective bra.
If an exchange is possible, I would prefer to receive a replacement in a color other than white. As much as I would like to have a white bra, the two I have had so far have proven to be defective, and so I will settle for another color instead.
I do have my original purchase receipt, as well as the receipt that documents the first exchange. Please let me know if you would like me to provide you with a copy of them.
Thank you for your time,
Jennifer [last name]
The response:
Dear Jennifer [last name],
Thanks for taking the time to contact us.
We strive to provide our customers with quality service and products.
RETURNS OF PURCHASES MADE AT YOUR LOCAL STORE
If you’re ever unhappy with a Lane Bryant purchase, simply present your receipt at any Lane Bryant store and we’ll gladly exchange the item or process a refund in the form of your original payment, whichever you prefer.With an original receipt, and within 90 days of the original date of purchase, Lane Bryant will provide an exchange or full refund in the original form of payment.
With an original receipt, and after 90 days of the original date of purchase, Lane Bryant will provide an exchange or merchandise credit for the lowest selling price.
Without an original receipt, Lane Bryant will provide an exchange or merchandise credit for the lowest selling price.
A valid driver’s license, military ID or permanent state-issued ID is required for all returns. Please note: Items purchased at a Lane Bryant store may not be returned to lanebryant.com.
Sincerely,
Debbie Hammerstein
Lanebryant.com Customer Service
www.lanebryant.com
My reply:
Hi Debbie,
Your response leaves me feeling rather unsatisfied with your level of customer service. My whole reason for contacting you was to request an exchange or refund done through regular mail, because I should not have to make a second 100 mile round trip to return/exchange a defective bra that has already been replaced once. Please take the time to re-read my original message to your company so that you can understand my frustration.Thank you,
Jennifer [last name]
Their response:
Dear Jennifer [last name],
Thanks for taking the time to write to us.
Please accept our apologies. As one of the nation’s largest women’s apparel companies, we pride ourselves on providing superior customer service. I do understand and feel your frustration. As stated in my email to you, which is company policy, Items purchased at a Lane Bryant store may not be returned to lanebryant.com.
You may want to call your Lane Bryant Store and see if they can assist you..
Please be assured your comments have been forwarded to the appropriate department for review.
Sincerely,
Debbie Hammerstein
Lanebryant.com Customer Service
www.lanebryant.com
So far I am not impressed. We’ll see where things go from here.
Rating: 
Hello, and welcome to In My Bag! My name is Jenn, and this is my product review blog. In My Bag is where I showcase my reviews of many of the products and services I buy and use, as well as the occasional trials, coupons and freebies that come my way. Interested in learning more? 
First off, I am surprised they directed you to lanebryant.com as that has nothing to do with what you asked about. You weren’t asking to return it to the website.
Second, they obviously do not care that you have to drive 100 miles to exchange it, nor do they seem particularly worried about keeping your business.
If this is the way they are going to treat a customer who has spent a good bit of money on a product they sell, I would simply no longer purchase from them. (Assuming of course, you can find a bra that fits and works for you elsewhere.)
My work is the same way. Items purchased at a store must be returned/exchanged at the store because the catalog/web system does not have a record of the order. It would be up to the store to allow you to return the item by mail, but they would probably make you pay for the shipping. At least that’s how my company works. Personally I would never buy a product at a store if it wasn’t close enough that I could make the trip easily and within a small amount of time. Yes, businesses want to make their customers happy, but they didn’t force you to buy the product at a location 50 miles away from you. Work has been hell for me lately and yes I’m cranky. lol
You would think in this day and age when customer service should be top priority, they would actually read the letters sent to them. Good way to lose a customer and good way to lose a lot more potential ones because of your blog. You go girl!
OMG! This has happened to me on 5…count them, FIVE of these darn bras. I have been stabbed in the breast one too many times, I wish I could sue for the pain I had to go through and the small scar I have from one of the breakages! I HATE their bras now, they are crap or at least the full coverage satin ones are, that underwire just snapped and stabbed me.
I took the first two back, they exchanged them for three since I think it was buy two get one free or something like that so I got my three 44F bras in the mail and wore them, washed them by hand and dried them over my tub like the store associate told me. About two months into wearing them (I have several bras so I did not wear the same over and over) the first one snapped and then it seemed like every week or so another would snap. It happened in public too so it was embarrassing to have to scream from the pain in front of people and then grab my breast in humiliation and pain from being stabbed by the damn bra. I called customer service and they did not give a shit, they told me to go instore or find a receipt (which I no longer had) I think they need to recall this particular bra.
Thankyou!…vent over.