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BBB Accredited Business sinceAdditional Locations
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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 13 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
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
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
1364 Beacon St
Brookline, MA 02446 (617) 566-8194 Directions
139 Endicott St
Danvers, MA 01923 (978) 774-7141 Directions
343 Gorham Rd
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440 Middlesex Rd
Daniel Webster Highway
Tyngsboro, MA 01879 (978) 649-3942 Directions
5 Commonwealth Ave
Woburn, MA 01801 (781) 569-0727 Directions
753 Granite St
Braintree, MA 02184 (781) 848-6188 (781) 322-1721 Directions
768 Iyanough Rd (Route 132)
Hyannis, MA 02601 (508) 771-3608 Directions
Watertown, MA 02472 Directions
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Pembroke, MA 02359 Directions
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Additional Phone Numbers
- (781) 848-6188(Phone)
- (978) 649-3942(Phone)
- (978) 774-7141(Phone)
- (617) 566-8194(Phone)
- (781) 322-1721(Phone)
- (781) 569-0727(Phone)
- (781) 894-2081(Phone)
- (508) 771-3608(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 Lady Grace bra (***** brand) at the *********, MA store location in February of 2015. I was measured as a 36D in the store during the fitting. I questioned this immediately but the clerk disregarded my concerns and I was sold a 36D despite my questioning the clerk's choice for me. My biggest concern was that it was too difficult for me to get into independently and that I felt I needed a larger size such as a 38D. I was sold the 36D and it was apparent to me that I was pressured into getting the wrong size immediately upon beginning attempting to wear it. It was extremely tight, and due to my age (which the clerk was told) and my limited mobility, I can't get it on. I called the store and reported this to them within the month of purchase. They suggested coming in for an extender. But if they were offering an extender to me, they should have realized upon fitting me, that this was the wrong size, as I indicated at the time of purchase. I did go into the same store and the extender was not even offered complimentary due to their mistake measuring me incorrectly and it didn't work either; I still can't get the bra on independently and the extender did nothing to resolve this initial problem of the bra not fitting properly. I would appreciate someone contacting me regarding this matter from Lady Grace's headquarters. I feel as a loyal Lady Grace customer for many decades, that allowing me to exchange the bra for the larger size I initially requested from the clerk in ********* would be a fair resolution to this issue. I do not understand why this didn't happen in the first place - 1. that the clerk didn't listen to my size and mobility concerns 2. why I was not offered the same bra in the larger size I initially requested at the purchase time. 3. Why I was offered an extender and not the same bra in the next size up. Thank you for your time and attention to this matter. ******** ** ******
Desired Settlement: I feel an exchange for the same bra at a larger size or refund would be fair. I live on a fixed income and this bra was a very special purchase for me - and at the cost of $62 - not a small amount either. Thank you.
Business Response: While the customer is incorrect in some of her facts (she actually bought the bra on 1/23/15 and it was not until 3/19/15 that she came in for an extender to see if it would help her with the comfort issues she was experiencing) and while as a company we would absolutely never let a customer leave a store who was not satsifed with the fit, we have contacted the customer today and offered to provide a gift card in the amount of $60.00 which almost completely replaces the initial cost of the purchase and we are also letting the customer keep the initial bra if she wishes to get more use out of it. Customer was satisfied with the resolution of this case.
Problems with Product/Service
Read Complaint Details
Complaint: I purchased a longline bra from the ********* 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 ********* on June 20th to exchange it for a smaller size. The assistant manager of the ********* 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|
Customer Reviews Summary