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BBB Accredited Business since
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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.
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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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementMr. Bruce Green, C.F.O.
Number of Employees
LINGERIE CLOTHING WOMENS APPAREL-RETAIL MAIL ORDER & CATALOG SHOPPING Women's Clothing Stores (NAICS: 448120)
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 NamesLady Grace
Industry TipsBuying by Mail Clothing Mail Order and Catalog Shopping Shopping by Phone or Mail
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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Additional Phone Numbers
- (781) 569-0727(Phone)
- (877) 381-4629(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - eQuote
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
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.
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.
|6/17/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
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.
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.
Problems with Product/Service
Read Complaint Details
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.
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.