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Eastern Massachusetts, Maine, Rhode Island and Vermont
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Lady Grace specializes in intimate apparel, swimwear, and loungewear. There are Lady Grace retail stores throughout Massachusetts, New Hampshire and Maine including Shrewsbury, MA, Hyannis, New Bedford Pheasant Lane Mall, Nashua NH, The Mall at Rockingham Park, Salem NH. In addition to the retail stores, mail order and online shopping are available. The company was established and incorporated in Massachusetts in 1936. The company employs 70 people. Mr. Bruce Green is the CFO. Any questions or problems may be directed to the attention of Mr. Green.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Lady Grace Intimate Apparel meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Lady Grace Intimate Apparel include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 4 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

4 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 4
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Lady Grace Intimate Apparel
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 2

Additional Information

BBB file opened: December 04, 2003 Business started: 01/01/1936 in MA Business incorporated: 01/01/1936 in MA
Type of Entity


Business Management
Mr. Bruce Green, C.F.O.
Contact Information
Principal: Mr. Bruce Green, C.F.O.
Number of Employees


Business Category


Hours of Operation
M: 9:30 AM - 5:30 PM
T: 9:30 AM - 5:30 PM
W: 9:30 AM - 5:30 PM
Th: 9:30 AM - 5:30 PM
F: 9:30 AM - 5:30 PM
S: 9:30 AM - 5:30 PM
Alternate Business Names
Lady Grace
Industry Tips
Buying by Mail Clothing Mail Order and Catalog Shopping Shopping by Phone or Mail

Customer Review Rating plus BBB Rating Summary

Lady Grace Intimate Apparel has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1364 Beacon St

    Brookline, MA 02446 (617) 566-8194

  • 139 Endicott St

    Danvers, MA 01923 (978) 774-7141

  • 343 Gorham Rd

    South Portland, ME 04106 (207) 774-8139

  • 440 Middlesex Rd  Daniel Webster Highway

    Tyngsboro, MA 01879 (978) 649-3942

  • 5 Commonwealth Ave

    Woburn, MA 01801 (781) 569-0727

  • 753 Granite St  Granite Plaza

    Braintree, MA 02184 (781) 848-6188 (781) 322-1721

  • 768 Iyanough Rd (Route 132)  K-Mart Plaza

    Hyannis, MA 02601 (508) 771-3608

  • Arsenal Mall

    Watertown, MA 02472

  • North River Plaza

    Pembroke, MA 02359

  • PO Box 128

    Malden, MA 02148

  • River City Shopping Center

    Waltham, MA 02453 (781) 894-2081

  • Square One Mall

    Saugus, MA 01906


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Types of Complaints Handled by BBB

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  • Guarantee or Warranty

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Additional Phone Numbers

  • (781) 569-0727(Phone)
  • (877) 381-4629(Phone)

Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
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Complaint Detail(s)

7/28/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased a longline bra from the Brookline location of Lady Grace on June 10th, 2014. I was assisted in selecting it by a customer service representative of the store, who told me that because I was between sizes that the store carried, and did not have a dress selected for the wedding I was attending on July 20th (for which I was purchasing the bra) I should try the bra on under a dress to ensure that it fit properly under clothing. She assured me that if the bra wasn't satisfactory once I did this, I could exchange it within 30 days for another style/size. I purchased the bra that she recommended, and took it to a **** * ****** department store, where I tried the bra on under a dress I'd selected from the **** * ****** store in the store's dressing room. The bra didn't fit satisfactorily under the dress so I returned it to the original packaging and brought it back to **** ***** in Brookline on June 20th to exchange it for a smaller size. The assistant manager of the Brookline location insisted that the bra "had been worn," pointing out what she claimed was permanently curved boning and bent wires in the back. I explained that the bra hadn't been worn, as the event I purchased it for hadn't occurred yet, and none of the signs of wear she claimed were present, were. She continued to insist the bra had been worn and refused to honor Lady Grace's policy and exchange it. I contacted customer service at Lady Grace and spoke to the owner of the company, who said she "trusted" the assistant manager's judgment, and wouldn't examine the bra herself. She also refused the exchange.

Desired Settlement: I'd like to exchange the bra for the correct size. I would like the business to honor their exchange policy.

Business Response: The returned item was not accepted for credit because it was excessively worn. The wires and boning had been bent due to excessive wear. The elastic on the side of the garment was wrinkled, also due to excessive wear. Lady Grace Stores has been in business for 77 years and we make every effort to accommodate returns from customers. But in this case, we certainly cannot resell the item to another customer nor can we return the garment to the manufacturer due to the excessive wear.

We understand that the customer had not yet attended her "event" when she returned this item but this does not mean that the garment was not worn extensively when trying it on to see how it fit with other items she was considering purchasing. And once a garment has been worn extensively, we have no recourse but to reject the return.

Attached is a copy of the customer's signed receipt which shows in our return policy that "worn items not returnable." As a company, we have the right to enforce this policy and that is what we are doing here. Nothing more, nothing less. We should add that the person who carefully inspected the garment was our Assistant Manager who has almost 25 years of experience with our company and successfully handles hundreds of returned garments each year.

***** *****

6/17/2014 Problems with Product/Service
5/14/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: This complaint has to do with customer service as well as refund issues. This took place at the Lady Grace store in Shrewsbury, Ma. I bought three bras, two the same and one different style (on two different days). I wasn't 100% sure about the fit and the sales consultant told me to take it home and wear it for a few days to get used to it. I asked about return. She told me if it doesn't feel right, I can return it but "don't wash it." After trying the bras for two days, I called and said they caused painful red marks all around my torso and I need to return them. The same consultant told now told me to wash it by hand and bring it in for return. I questioned that, but did what she said even though it was the opposite of her first instruction.I came to the store with my friend and dealt with the consultant and her manager, who was completely rude right from the get-go. She had me try on the bra and declared that it fit me properly and that she won't take it back. She continued being rude and stated that her job is to sell bras, not take them back and to make money. My friend was appalled and told me later that she, too, had issues with Lady Grace and would never buy from them again.I wrote a letter to the president, CEO, and secretary of Lady Grace. They did not respond. I stopped payment and only then did they respond to the cc company, but not to me. They pointed out their return policy which claims no returns on worn items. This was NOT pointed out to me and as I described, I was told the opposite and especially to wear the item to get used to it!They also said that the store manager reported that the bra looked worn and had perspiration stains on it. That is an outright lie. I have the bras and they are in perfect shape. No stains, no wear.The credit card company was unable to help me because Lady Grace refused to even give me a credit.I have never been so mistreated by a sales person or its highest officers.

Desired Settlement: I would like my $123.20 back or at least a credit.

Business Response:

Our records show that on February 11, 2013, we sent a letter of apology to this customer along with a $100 Lady Grace Gift Card which we felt was a very fair resolution of this matter. We also offered to alter the garments at no charge so that perhaps the customer could get increased use from that purchase. Apparently, the customer never received this letter. We have attached a copy and we will confirm with the customer as to whether she has received the letter; if not, we will be happy to issue another copy and replace the $100 gift card.

***** *****
Lady Grace

Consumer Response: Hello,
I am sorry that I did not respond to your last communication.   I would like to explain how this issue ended.  I received a letter from Mr. *****, treasurer of Lady Grace, in which he claimed to have sent me a letter earlier along with a $100.- gift card.  I had never received such a letter.  I called him and spoke to him, finally, for the first time. (He had never contacted me at all although he claims that he did and that we even spoke on the phone - not true).. Basically I told him that the manager had lied about various things and that I am not interested in his gift certificate and have no interest in shopping in his stores ever again. The tone of our conversation was calm but direct.  I told him that all I want is a refund for the merchandise that I bought and that was in perfect shape, contrary to what the manager had said. He agreed to credit my credit card and that I should go to the store to have this done.  He would call the manager and instruct her to follow through.  I went to the store and the manager did as she was told and I returned the merchandise (which they didn't want back before).  This obviously was a satisfactory resolution to my claim and I thank the BBB for helping to facilitate this result.  Thank you. Sincerely, *** *.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

1/19/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I decided to try purchasing some things from Lady Grace online. I ordered a bra. When it arrived, I couldn't even fasten it, so I set it aside to return it. When I prepared the package for return, I copied the packing slip and wrote "didn't fit" or something to that affect. A few weeks later, the bra was returned with a form indicating that the bra had been worn and was not resalable. I looked at the bra carefully, and didn't see any white marks, so I called the customer service department. A woman named ***** returned my call and absolutely refused to admit that she could have made a mistake. She wouldn't allow me to speak to her supervisor, and she told me I could send the bra back again, at my own expense, and she would review it again. She said that she would send me the photo that she took of the bra before she returned it to me. I got the email of the photo, and it isn't even the same bra that I ordered! I decided not to try and return it to ***** again because she was so unreasonable'. I feared that I would be out the cost of the postage plus the cost of the bra. Instead I went to their corporate website, got the phone number of one of their stores, and called and asked for the name of a supervisor. I then emailed that person, ***** *****. I even send him photos of the bra that I received. I just received an email from him stating that the photo I sent wasn't of the bra I returned and that I should proceed to file a complaint with the credit card company. So I am doing that, as well as contacting the BBB for assistance in resolving this matter.

Desired Settlement: I want the company to send me a postage paid label so that I can return the bra, and I want a credit on my credit card for the $36.90 that I spent for the bra.

Business Response:

On 10/8/12, the customer placed an order with us via our website. The customer ordered three items but one was not available and was put on backorder (and later cancelled by the customer). The remaining two items were shipped out on 10/16/12 to the customer. Both were bras; one was a White bra from ********* and the other a Black bra from *****. Both were size ***. A copy of the invoice was attached. On 11/21/12 we received from the customer the Black bra which she had sent back for refund. Because the bra had white stains in the underarm area, it was deemed worn and not in saleable condition and was sent back to the customer along with an explanation.  Photos were taken and one of them is attached here (return**********). When customer received back the rejected bra she complained to us that the bra she sent back to us had nothing wrong with it. She supported her case by sending us several photos showing her bra and one of these photos is attached here as customer photo.***.  We examined the customer's photos and it was clear to us that the photo she sent back to us were NOT of the bra that she had bought and returned to us. Stylistically, it was clear to us that the bra in her photo was not of the same bra she purchased and returned to us. Even to the untrained eye, if you magnify the photo she sent back to us (attached as customerphoto.jpg) it is clear that the size of the bra in this picture is a ***. But the bra she bought from us was a *** (see invoice). Thus, it was crystal clear to us upon seeing the customer's photos that she was either very confused or deliberately trying to mislead us. We certainly would not assume that the customer is deliberately lying but the main point is still crystal clear ... the item that she thinks she returned to (and sent photos of) is clearly NOT the bra she purchased from us. Therefore, we stand by our decision not to credit this customer.