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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 5 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||5|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||4|
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.
|7/28/2014||Problems with Product/Service|
|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.
BBB's Final Determination: Consumer accepted resolution offered by the business.
BBB Comments: The consumer indicated to BBB that the complaint was resolved.
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.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: I ordered items from this company and subsequently returned all items back when the need for said items was no longer necessary. I told my assistant to prepare the items to be sent back the same day they were received, which was done. When I did not get any confirmation of return or see a credit back for my return, I called the customer service number. The rep ***** was dismissive and very rude. I started out by giving this rep the date and time the merchandise was delivered back, then ***** ***** went on and on about the merchandise had not yet reached their warehouse. I again gave him the date and time it was delivered back to the warehouse and asked why I had not received my refund. He finally asked for the return tracking information and told me he "would look into it". I got a phone call from ***** the next morning with him admitting the return was indeed accepted back at the warehouse and that credit was owed, but the return package could not be located. ***** then started what I could only describe as an interrogation , asking what the package looked like, the dimensions, what was returned, how it was returned, how I paid for the return, what the location of drop off was for the return etc. At that point I was livid, he had proof the merchandise was returned which was admitted, but was putting me through unnecessary stress. I gave him all the information known to me at the time and he again told me he had to dig further. I have nothing to do with what goes on at the warehouse and should not have to be interrogated because someone at the merchant's place of business did not do their job correctly. My assistant is on her honeymoon and I can not/ will not try to call her and ask her all the further details about a return that the merchant already has in their possession. I feel like no customer deserves this treatment on a simple return that was done in accordance to the merchant's return policy!
Desired Settlement: I'm simply looking for the full refund, which was to be done when they received the returned merchandise. Vey SIMPLE!
I received your letter of July 26, 2011 concerning this case. This is the first time that I have received notification of this case so I apologize for the fact that you have not received any initial response form us in this case as we always respond promptly to such requests.
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********
[As I have already explained to this business SEVERAL times, the exact weight of the package was unknown due to the fact that our scale was not in working order at the time the label was created. We were charged the correct weight amount (UPS weight adjustment) for the the package on our invoice, which should not be any concern to the merchant at all. Several businesses use this practice when the exact weight is unknown. This merchant has no idea about the business relationship I have with UPS or the cost I incur to ship by ground or air, to imply any fraud on my part toward UPS is totally ridiculous and resentful. I have also told this merchant that the package was picked up by UPS as I have a daily pick up arrangement with them. The bottom line is that I believe this merchant received this package then lost or misplaced it and now refuses to take a lost that originated on their end. This talk of empty boxes and the like is a smoke screen and does not apply to me whatsoever. I returned every item that was received (the entire order) and I am due a FULL CREDIT for the returned merchandise period. I do not believe I should be wasting my valuable time with this back and forth for something that is plain and simple. I certainly replied to both e-mails that were sent to me requesting the same information that was given to him by phone. I felt like I was going nowhere fast with this issue. *****, from the beginning was rude and disrespectful therefore after my e-mails and request for credit went unanswered I wanted no more to do with him. I then contacted my bank to dispute the charges before my timeframe to do so had elapsed. In summary, full order returned, full credit should have been given. ]
the customer has entered a chargeback request through her
Better Business Bureau:
[This merchant is totally ridiculous! As of August 11th 2011 the claim was defiantly closed in my favor and the temporary credit that was given was made a permanent one. This merchant knows the truth, yet still continues to utter complete lies. I have my paper work from the bank indicating that I won the dispute and the chargeback on this merchant was final! Now I know from the very beginning that the statement about not receiving the merchandise back was a complete lie. This merchant is more destructive in that they can tell obvious and verifiable lies. You, ***** have shown the person and subsequently the business you run, shame on you. As I have stated, I received my money back from this company only with my banks help as they saw all the facts. If I would not have started a dispute in a timely manner, as the merchant wanted by all the smoke games, the outcome would have been me without my money or the merchandise. Justice prevailed in this case, the problem is, what about others who are not as diligent, and lose due to the non honest ways of this merchant. If you would like the factual proof , my dispute ID# is ************ and the direct phone number for the banks dispute dpt. is **************. I confirmed today that this dispute was indeed won and closed in my favor.]
We are attaching a copy of the document we received from the credit card processor, dated 11/7/11, showing that we have been credited for the initial chargeback.
Better Business Bureau:
[My document (that I included with my last response) from Wachovia dated 8-11-2011 sates that the matter had been resolved (closed) and credit permanent. This new document from the merchant dated 89 days after the case is irrelevant, my winning case was closed. I do not know how this document came into place, but it makes no standing on this complaint! The matter was INDEED resolved in my favor. This was a simple return and the merchant decided that they were going to keep the merchandise and my money. I disputed that fact with the proper proof and won. I now have my funds back for the return and the merchant has their merchandise back (which was the case from the very begining). I can not speak on what the merchant did after the case was closed, but it has never been reopened. My only hope is that this does not happen to any other unwitting customer of this company. I am now done!]
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.