Boscov's Department Store

Customer ID # [redacted] ***, In reference to the complaint filed by [redacted] ***, we have had numerous conversations in the past with the customer regarding the purchase of her leather furniturePlease be advised that because of the date of purchase, the furniture is no longer covered by the manufacturer warrantyHowever, in order to be fair to ***, we have authorized an inspection by one of our leather techniciansThrough this process, we will then be able to get a full understanding of the problems described in ***'s complaint On Wednesday, June 4, ** [redacted] was contacted by our company and agreed to said inspectionWe will update you as soon as we are provided with the inspection resultsSincerely, [redacted] Vice President of Boscov's Customer Relations

[redacted] ***, Please be advised that our Optical area is a leased department by [redacted] That being said, I spoke with the customer yesterday, and forwarded his information to [redacted] , from [redacted] I'm happy to report that they're in the process of contacting the customer, and will refund the disputed $purchaseIf I can be of any further assistance, please let me knowBest regards, Patrick E [redacted] Vice President, Boscov's Customer Relations ###-###-####

Dear Ms***,We sincerely apologize for any undue stress and frustration that the delay on the ring sizing has caused Ms [redacted] I have reached out to our Jewelry Department Manager and she did confirm that the delay was caused by the holidaysShe also stated that the ring was picked up by Ms [redacted] on January 7, and that she signed off on the pick upWe can certainly understand that Ms [redacted] is upset by the lack of follow up in regards to the delays on her ring and we will have this issue addressed internally with our Fine Jewelry DepartmentBoscov's prides ourselves on our customer service, and in this experience we failed Ms [redacted] 's expectations, and oursAs a token of our apology and appreciation, we will be sending Ms [redacted] a $gift card to the address that was provided.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Dear [redacted] ***,We sincerely apologize for the confusion and stress that [redacted] has experienced in regards to his return of the recalled hoverboard We have researched this matter with the vendor which the item was sent back to There was an error with the return not being located, however, upon researching we have issued a credit to [redacted] [redacted] contacted our Shopper Services department today, August 10, and spoke to Laura, one of our Customer Care Specialists Laura and I were able to work together to obtain the refund for the hoverboard Laura called [redacted] back to advise of this and we have obtained his new credit card information to issue the credit to [redacted] will receive a total refund of $to his new charge account within approximately weeks We did advise [redacted] of this time frame and he was satisfied.If [redacted] has any further questions, he can contact me directly at ###-###-####.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Christina [redacted] ID [redacted] ***, In reference to ***'s latest response, we are sorry to hear that she has rejected our offer of compensation regarding her furnitureUnfortunately, ***'s furniture is outside of the warrantyTherefore, Boscov's nor the manufacturer are liableWe have gone outside of our policy and provided an inspection of ***'s furniture at our expenseWe have also made a generous offer to settle this matterHowever, it was rejectedIn the interest of being fair and providing good customer service, we are willing to propose one final solution to this ongoing problem*** originally paid $2,for her furnitureWe are willing to send her a check in the amount of $1,124.99, which represents 50% of her original purchaseIn addition, since the furniture in question cannot be resold and is a total loss to Boscov's based on the warranty, we will let her keep the furniture in questionLastly, this is the final offer that we can provide to settle this complaintPlease let us know if this resolution is acceptable to ***Best regards, [redacted] Vice President, Boscov's Customer Relations

Dear Ms [redacted] Please rest assured that Boscov’s attempts to resolve all customer issues in the most professional and courteous manner to preserve goodwill and maintain good business practices.Boscov's does not provide a blue paper for any in store or furniture purposesThe only blue papers that we provide are in orders placed on www.boscovs.com, and the day return policy is in place for any standard delivery itemThis is not included with any home delivery merchandise orders.As a customer service gesture we have authorized Ms [redacted] , on August 4, 2017, to take the sales receipt into the store to process an exchange on the entire bedding sale and have waived the delivery feeWe asked that this is completed within a two week time periodWhen delivery is made, the delivery team will remove the current set.Best Regards,Nicole RoseBoscov's Customer Service

Ms [redacted] , Please accept my sincere apology for not responding to [redacted] complaint in a timely mannerAll our customers are extremely important to us, and I meant no disrespect by overlooking her complaint [redacted] received the dinnerware from her mother n law as a gift over years agoThe dinnerware is marked as being microwave safe [redacted] claims that the dinnerware is breaking when she uses it in the microwaveIn addition, she has no proof of purchase or charge account statements verifying the price that her mother n law paid for the dinnerware Unfortunately, Boscov's no longer has the pricing information for purchases dating more than a year a ago ( months)In investigating this complaint, it was brought to my attention that we sold thousands of these sets with minimal complaints or returnsBased on the fact that [redacted] could not provide a receipt or charge statement, and was in possession of the dinnerware for two years, we offered her a customer service gesture of a $gift card [redacted] is requesting that we give her free sets of dinnerware, which is an unrealistic request based on the circumstances Therefore, we are still willing to honor our original offer of a $gift card Best regards, Patrick E [redacted] Vice President, Boscov's Customer Relations

Dear Ms***,We sincerely apologize for the inconveniences and stress this customer has gone through with [redacted] l Bank They are the new company to own the Boscov's charge cards Unfortunately, we do not have any access to account information We also do not have any part in the decision to accept or decline the applications, along with the time frame that this process takes I am forwarding this complaint to our escalated contacts at [redacted] l Bank for further review and contact with the customer.Thank you,Nicole R***Boscov's Customer Relations###-###-####

Dear [redacted] ***,We sincerely apologize for for the inconvenience that [redacted] has experienced in regards to the sofa that she purchased from Boscov's on July 29, 2015. Our records indicate this sofa was delivered on August 4, 2015. We understand [redacted] 's frustrations with... the wear of the cushions on her furniture. Per our technician, the frame is in proper condition. However, the seat core has lost resiliency due to excessive use. The issues were not considered defective, so she were offered a 25% refund as a customer service gesture. This offer was accepted on March 17, 2016. [redacted] , provided her credit card information and on April 1, 2016 a refund was processed for $275.00. The technician that visited [redacted] 's home was not there to make any decisions. They are sent only to inspect and report what their findings are. We apologize that there was miscommunication regarding the inspection. Per our records, this claim was settle on April 1, 2016 when the refund of 25% was processed. If [redacted] has any further inquiries she may contact Robert S [redacted] , our Big Ticket Customer Service Supervisor, at ###-###-####.Best Regards,Nicole R***Boscov's Corporate Customer Relations

[redacted] ***, This complaint filed by [redacted] has been forwarded to me for review and responseBoscov's has built its reputation on offering quality merchandise, at a reasonable priceI assure you that we do not sell junkAs [redacted] stated, we did send an inspector to her home to inspect the couch in questionThis expense was absorbed by Boscov'sThe results of the inspection stated that the problem was caused by people sitting between the cushions, rather than on the cushions themselves, thus forcing the springs through the couch, and causing discomfortBoscov's does stand behind the products that we sell; therefore, I'm allowing [redacted] to reselect a new set of furniture of equal valueIn addition, I will waive the $delivery/pickup fee, plus the 10% service fee that is assessed on returns of this natureIf [redacted] is unable to find furniture that she likes, we will be more than happy to offer a full refund on her purchaseIn order for [redacted] to select her furniture, she will have to go back to the store, and the updated document will be available there to consummate the arrangement If I can be of any further assistance, please feel free to contact me at ###-###-####Best Regards, Patrick E [redacted] Vice President, Boscov's Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate the company working with me to resolve this, and will continue shopping there confidently, as they have demonstrated that they make customer service and satisfaction a top priority.I also appreciate the Revdex.com tremendously for your efforts and accomplishments! Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The warranty, implied or limited, is in reality a non-warranty with no protection for the consumer in the marketplaceThere should be a reasonable assurance within the first months to obtain relief for manufacturing defects that have been highlighted by other consumers through Internet mediaThis situation requires public exposure and a need for legislative change at the state levelSeniors are especially vulnerable to these business practices because of their reliance on oral representation of protection under the one year warrantyThe selling merchant as evident in this case is a key part of the warranty illusion This is being written to provide heightened consumer awareness about purchasing [redacted] Rocker Recliner products from Boscov’s Department store Our recent experience with both the store and manufacturer was unbelievable but belated Internet research indicates a massive problem with the [redacted] leather rocker recliner finish, loss of color and fraying of the leather at the headrest section and arms portionsInternet research highlights that retailer sellers do not remedy the consumers’ problem but pass the issue to the manufacture who effectively uses the “warranty” to excuse the manufacturing defect as an end-user problem and use A concurrent consumer problem is with the effective waiving of your rights in signing the purchase receipt for the furniture purchaseLook very, very closely at the limited day period and additional fees that will be charged to you the consumer for an “authorized” return However, the key provision that places you the consumer at a major risk is “Furniture is covered by the manufacturer’s warranty which will repair the product to the manufacturer’s standards.” The specific manufacturer’s warranty is not provided to you the consumer by Boscov’s at the time of sale or with deliveryA corporate representative when being challenged on the lapse of warranty coverage stated it is the consumer’s responsibility to obtain the warranty information from public source information The corporate web site for [redacted] does provide the warranty information, http://www[redacted] .com/content/CustomerCare/WarrantyInformation/ but read it very carefully starting with the need to go through the seller, in this case Boscov’sOf particular consumer interest should be all the costs to be incurred by the purchaser on any warranty claim – one could suspect based on the price of the average rocker recliner chair the “costs” to the consumers effectively denies any warranty coverage Again it is important to recognize that the seller, in this case Boscov’s is an integral part of the manufacturer’s warranty processIn our case within hours of elevating the warranty claim to Boscov’s following an inspection report, a denial was issuedThe warranty provides “WARRANTIES ARE FOR REPAIR, REPLACEMENT, OR SUBSTITUTION ONLY, IN [redacted] 'S SOLE DISCRETIONREFUNDS ARE NOT AVAILABLE.” The leather failed within two months of use and the month warranty was denied based on consumer useIndependent Internet research reveals that this leather failure has been occurring for years and denied in every reported situation Since Boscov’s heavily promotes the sale of [redacted] products (look at the current flyer for example) I queried the corporate representative on how many, the nature and frequency of warranty claims for this manufacturer’s line of merchandiseAgain the response was dismissive, that the information was not known and no impact Independent research was established that Boscov’s as well as any other seller is a component part of the warranty processWhy should a merchant/seller place their customers at risk by selling a product line with evident problems and ineffective warranty coverage? We are suggesting if you are considering the purchase of furniture do your own independent research, look closely at what rights are being given up to the merchant and manufacturerDo not rely on representations at the sales level and question yourself, is this the right item and store to buy from, as a consumer you have many options available Regards, Joan W***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Their focus is on the leather which is not the only issueI did call originally before the year warranty was up to discuss the problems with the leather appearanceIt appeared to be disintegrating and Boscov's told me that wasn't covered under the warrantyI also called several times after to discuss the poor construction of the furniture as the recliners don't recline when the handle is pulled and that is all reclining areasThe arms are wobbly and coming loose and the cushions are sagging prematurelyI also spoke with an upholsterer who has been in the business 18+ years specializing in various types of fabric who stated the set was not all leather just the parts that touch the bodyI was told when I purchased it that the set was 100% top grain leather Boscov's did call and state someone who specializes in leather would be here to inspect furnitureI am not sure they will have the expertise to inspect furniture for poor construction or manufacturer defects in this furnitureI feel that a customer can reasonably expect her leather furniture to last at least or more years before having these issues regardless of warranty time frames and it is my legal right to have furniture replaced or my money back Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

Dear [redacted] ***,We sincerely apologize for any undue stress that [redacted] has experienced in regards to his charge accountBoscov's charge cards are managed by [redacted] BankThis complaint would need to be handled by them, since we do not have access to Boscov's charge accounts for security purposes Please contact [redacted] Bank at ###-###-#### for further assistance.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Dear [redacted] ***,We sincerely apologize for any frustration that [redacted] is experiencing in regards to his mattressMattresses and box springs are covered by the manufacturer’s warranty, which assures workmanship and qualityExchanges will be authorized only after the bedding has been inspected and found to be defective as per the manufacturer’s warrantyBedding is not returnable.On October 4, 2016, Bed Chek, our third party bedding Inspection Company investigated the concerns regarding [redacted] ’s beddingThe results of their inspection are noted below.Mattress ¾” impression on left side and 1” impression right side Left side of mattress has a weakened edge support Left side of mattress towards the head of the mattress, ½” seam separation along the bottom Split foundations – the double leg alignment on the bed frame created a ½” slope from the center to the edge on the left side The bed frame has a wood head/foot bards, and side railsThere are metal side to side rails with double leg supportHowever, the double legs are not aligned correctly creating a center ridge in the boxes.The fabric has pulled away from the seamThere is no gash in the underside of the mattressThe right side of the double legs is raised higher than the left sideThe unlevel frame support caused irreversible structural damage to the mattress.Based on the explanation provided above, we are unable to authorize an exchange of the bedding under the manufacturer warrantyHowever, Boscov’s values [redacted] as a customer and we appreciate his patronageTherefore, the 20% off discount coupon previously provide is still valid towards the purchase of a new mattress.Best Regards,Nicole R***Boscov's Corporate Customer Relations

[redacted] ***, [redacted] was spoken to on 12/1, and authorized for an exchange under warranty. The customer did not want the same style bedding, so she has chosen to re-select. Please let me know if you have any questions or concerns.Thank you,Caitlin M [redacted] Boscov's Corporate... Customer Relations

Dear [redacted] ***, Boscov's credit portfolio is serviced by [redacted] Bank. We are unable to address [redacted] 's concerns regarding his account or his credit rating, as we do not have access to that information here. Please forward this concern to [redacted] Bank directly... for review.Best Regards,Nicole R***Boscov's Corporate Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would ask Boscovs to consider returning my cost for purchasing the warranty fee of $(since the warranty covered nothing for the issues I had with these couches within the first year of purchase when the warranty was still withing time frame.) If not I will have to accept their offer of just 50% ($1104.00)Will they mail a check to my home? Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***