Boscov's Department Store

[redacted] ***, On March 14, 2015, [redacted] picked up two [redacted] Power Rocker recliners from our Christiana Boscov’s locationOur Customer Service Department was contacted by [redacted] on April 4th, advising that both seats on the recliners were wrinklingAn inspection on the recliners was conducted by our 3rd-party furniture technician on April 14thPer the inspection, the seat cushions were confirmed to be wrinklingIn order to repair the recliners, we needed to order two new seat foams On April 27th, [redacted] was informed that it would take several weeks for the replacement parts to be sent to herWe received this Revdex.com complaint, and reached out to [redacted] on June 1st, to discuss her complaint [redacted] was offered an exact ETA on the two foam cores, or authorization on a full credit toward a reselection [redacted] asked to think about her options, and to be contacted on the following day [redacted] was called as she requested, and decided that she is going to reselectShe will take her sales receipt into the store, and get full credit toward her new selectionIt was also explained to [redacted] that since she original piof the chairs took place at the store, the defective chairs must be brought back, once the new selection is shipped to the storeSincerely, Patrick E [redacted] Vice President of Boscov's Customer Relations

Dear *** ***,We sincerely apologize for any frustration and inconvenience that *** *** has experienced in regards to his online order with www.boscovs.com There was a $additional shipping fee charged due to the quantity of *** Poplite Hot Air Corn Poppers ordered There were
of this item orderedOur free shipping banner does list that exclusions applyThe exclusions state that when ordering multiple quantities of the same item may require additional shipping chargesIt also states that we reserve the right to levy a special shipping surcharge where a large number of items are orderedBefore levying such charge, we will contact you with the proposed amount of the chargeIf you do not want to accept the surcharge, we will cancel your order without any penalty to youThis exception is also listed on the product pages under the shipping tab.We understand that there was some confusion in regards to the additional shipping charge, and as a one-time customer service gesture we can lower the additional shipping fee to $ Since your order has been cancelled, a new order would need to be placed, as we cannot reinstate a cancelled orderPlease advise if you would be interested in a new order with a $shipping fee and we will assist in processing the order.Best regards,Nicole R***Boscov's Corporate Customer Relations

Dear *** ***,While we understand the customers frustrations regarding our additional shipping charges, our systems are not set up like the other retailers mentioned We are not set up for bulk orders or wholesale orders and the order in question has of the same item orderedThis is what is causing the $fee that we are requesting The customer already had a discount of 15% applied to his order and we have offered to waive half of the shipping fee This brings the shipping charge to $ The customer has cancelled the order, so we are not able to discount it any further.We apologize that the customers feels he has wasted time and would like to know how we can further assist We will not be able to waive the remainder of the shipping fee for this order, but we will happily take it to $if a new order is placed.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Dear *** ***,We sincerely apologize for the frustrations that *** *** is feeling in regards to her *** *** *** Plush/Pillow top mattress This mattress was delivered on October 1st, She contacted our Big Ticket Customer Service Department on July 20, in regards
to an issue she was experiencing with the mattressWe opened a bedding warranty claim and informed the customer that we would need to send a technician to inspect the bedding in order to process the claim fully Our third-party inspection company made an appointment with *** *** for Wednesday, August 1, They would arrive between 10:30-11:am Our customer service department was contacted today by *** ***, stating that the time frame she was provided for the inspection was 8:00-10:AM She had received a call from the inspector at 10:am, letting her know that he was about two minutes away She cancelled her mattress inspection at that time.We are very sorry for any miscommunication, however, the mattress does need to be inspected in order for a claim to be processed Boscov's upholds the manufacturer warranty, and if *** *** declines to have an inspection through us, she may absolutely file a claim through the manufacturer, *** We would require the inspection to be completed in order to process any claim information in regards to the mattress in question.If *** *** would like to proceed with her inspection and warranty claim through Boscov's she can contact Jennifer S***, our Big Ticket Customer Service Manager, at ###-###-####.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Dear ** ***We sincerely apologize for the frustration that *** *** is experiencing Our Big Ticket Customer Service Manager spoke to *** *** by phone on November 16, regarding his concerns Per the phone conversation, *** *** is going to be accepting delivery of his Sauder
bed frameHe currently has the mattress and box spring in his homeAs a token of our apology and in the interest of customer service, our delivery team will be assembling the bed frame for *** *** and they will set the bed up Our delivery team will be contacting *** *** to set u a date and time for delivery.If *** *** has any further inquiries, he may contact Jennifer S*** directly at ***.Best Regards,Nicole R***Boscov's Corporate Customer Relations

*** ***,
In reference to *** *** ***'s complaint, please be advised that at the time the customer ordered the Mantle Clock our vendor
reported that the clock was in stockHowever, later in the day it was discovered that we were provided incorrect stock statusBased on the circumstances, we contacted *** *** *** and advised that we would sell him a Mantle Clock at the same retail of the original clock he wantedAttached please find a picture of the clock that *** *** *** selected as replacementThe retail of clock is $195.00; however, we offered the item to him for $and free shippingBest regards,
Patrick E***
Vice President of Boscov's Customer Relations

FURNITURE DOCTOR CAME AND UPHOLSTERED MY OTTOMAN IN A SATISFACTORY WAY ON FRIDAY JULY 1, THE APPOINTMENT TIME FOR THE TECHNICIAN TO ARRIVE AT MY HOUSE TO REPAIRTWAS BETWEEN 3-P.MTHE TECHNICIAN CALLED AT 5:P.MAND SAID HE WOULD BEAT MY HOME IN MINUTESTHE JOB WAS DONE IN A PROFESSIONAL AND SATISFACTORY MANNERI SEE NO REASON TO KEEP MY CASE OPEN ANY LONGER.I APPRECIATE THE Revdex.com INTERVENTION ON THIS MATTER SO THAT MY OTTOMAN WAS REPAIRED AT LAST.VERY TRULY YOURS;MS*** ***

Dear Ms***,
We sincerely apologize for the undue stress this experience has caused.
At this time, we have authorized a Mr*** to receive a full credit towards a re-selection of his mattressIf the new selection is greater in price, he will be required to pay for the differenceIf it is less in price, he will receive a refund for the differenceMr*** may go to his local Boscov's store for assistance with his re-selectionThe defective mattress will be removed when the new mattress is deliveredBest Regards,
Nicole R***
Boscov's Corporate Customer Relations

I shopped at Boscov's for the first time this July and have had nothing but problems with them since, weeks and no resolution yetFirst they fished around in my bank account by placing a hold in the ammount of $for items that had already been charged to my account but not shippedI called to have them remove the illegitimate charge & it was a nightmareIt took hours, discourteous, unhelpful and ill-natured customer "service" reps, disconnects( I was told by Felix their phones are rigged to hang up on ppl after minutes, rather evasive, imo) and a rude email telling me to contact my bank if I need further assistance understanding the holds procedureA few days later my merchandise began to arrive in deplorable conditionItems were carelessly thrown in bags and dumped in boxesThey placed a pair of shoes-completely unwrapped on top of lingerie-also completely unwrappa bag in a loosely packed box and shipped it across the country! The lingerie was pulled and snagged and certainly not in new conditionA pair of shoes arrived with debris on the upper and signs of wear & tear on the sole-they appear to have been worn & are also not in new conditionMany other items appeared to have been worn(showed signs of filth such as foul aromas and smears)and returnedIn fact, the only merchandise from Boscov's that arrived in new and acceptable condition were pairs of men's pajamas, still in their factory packaging
I thought I was ordering merchandise and paying for it to be delivered to my home in perfect conditionThat did not happenAs it turns out, I payed for:
the inconvenience and waste of time and money spending hours on the phone babysitting rude & unhelpful staff while they fix Boscov's accounting mistakes
the inconvenience of photographing and documenting their shoddy, careless packaging and the damaged merchandise it produced
the inconvenience and waste of time sending 9(!)emails (including photos and explanations) in total so far without achieving resolutionTheir best offer is "send it back, we will refund you when we get our merch backBoscov's wants to blame UPS so they can avoid losing $M***s on the other hand offered an immediate replacement at no extra charge or further inconvenience to me.I received an email confirming this within moments & my replacement will be here in days All they required from me was to " please safely dispose of damaged items"

[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: ***
I am rejecting this response because:
This has happened overand overAt one point, their employees made a mess of my Boscov's credit card, in trying to fix their mistakesAt least now I have a contact at the corporate officeLocal employees refused to give me that info
Regards,
*** ***

Dear Ms***,
We sincerely apologize to Ms*** in regards to the missing eye shadow from her orderSince she called while our office was closed, we did not have a chance to speak with her and resolve this issue with her directly We would have happily applied a
credit to her charge card immediately for the missing item, or had the opportunity to have it reshipped at no extra cost We have issued a credit of $today, May 19, for the *** *** Pure Color Envy Eye Shadow Wet/Dry This credit will show to her card with 3-business days and she will also receive an email confirming the refund It will reflect as if the item was returned to us Since we have issued this credit, she will not accrue interest on that purchaseWe assure Ms*** that her item was not stolen by an employee, this was just an unfortunate case of human error.We are also very sorry about our Deptford store locations failure to provide excellent customer service We expect all of our employees to have a very positive attitude and provide the best possible customer service to each and every customerThe experiences that Ms*** has had with our Deptford store will be addressed with the management team.
If Ms*** has any further questions or concerns, she may contact me directly at ###-###-#### or by email at ***
Thank you,
Nicole R***
Boscov's Corporate Customer Relations

Helllo,
My name is *** *** and I'm assisting *** *** with this customer complaint
I have forwarded the complaint to *** *** from ** ***, following is his response to the situation*** explained to me that ** *** had called ** *** three times
reminding her to come in to order her contacts, as they were closing at the end of the month** *** had been working with their OD on the effectiveness of her trial contacts.The most recent response from ** *** was that they have assisted the customer in getting her RX informationThey have offered to place the order and overnight the order to her, however she declinedI have put a telephone call into ** *** myself to see if ** *** has resloved this matter to her satisfaction, or if there is anything else I could do for herI'm waiting for her response
If you are in need of any other information please feel free to contact meRegards,
*** ***
***
***

Good afternoon,*** ***'s complaint has been forwarded to me for review and responseAs Boscov's is not a wholesaler, and since we do not have a general warehouse, we ship directly from our store locationsAs the packages are weighed after an order is placed, that is when it is determined
whether or not additional shipping is necessaryAt that time, the customer would be contacted and advised of the shipping feeWe can immediately cancel the order if the shipping charge is unacceptable to the customer.Unfortunately, the item has since sold out on our website, and is not available for orderI sincerely apologize for any inconvenience this matter may have caused *** ***As a customer service gesture, we would like to mail a $Boscov's gift card to his home addressThis gift card may be used within any of our store locations, as well as online at www.Boscovs.comIn addition, the card will never expire or be assessed any fees.We hope to hear back soon regarding this offerPlease feel free to contact me if you have any questions.Thank you,Caitlin M***Boscov's Corporate Customer Relations

The manager of our Big Ticket Customer Service Department, Jennifer S***, spoke to *** *** on January 24, We have offered to void the check that we sent and authorize a refund on the *** Reclining SofaThe return would have a 20% handling fee and a $pifee*** *** stated he was discussing this with his wife and calling backAs of this morning, we have not heard from the customer regarding the return.Best Regards,Nicole R***Boscov's Corporate Customer Relations

*** ***,This complaint filed by *** *** 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 *** *** 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 discomfort.Boscov's does stand behind the products that we sell; therefore, I'm allowing *** *** 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 *** *** is unable to find furniture that she likes, we will be more than happy to offer a full refund on her purchaseIn order for *** *** 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***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 ***, 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,
*** ***

Let me assure you that Boscov’s attempts to resolve all customer service issues in the most professional and courteous manner to preserve goodwill and maintain good business practices
It was a pleasure speaking with you this past weekOnce again, please accept our sincere
apologies for the lateness of this responseIn order to expedite this complaint, Boscov’s has investigated the purchase in question that occurred on February 17, at our store location in *** PaWe found that our sales associate mistakenly entered incorrect information in to the register that resulted in *** being over charged for her purchase $1,We are happy to inform *** *** that this error has been corrected and a credit has been applied to her Boscov’s credit card ending in ***Please see the attachment showing the correction to the issue
It is always a pleasure working with youShould you have any questions please feel free to contact me as at ###-###-#### or by email at ***
Best regards,
*** ***
Vice President of Boscov's Customer Relations
Boscov’s Department Store, LLC
Vine Street
Reading Pa
(: ###-###-####
7: ###-###-####
*: ***
*** Did You Boscov Today ***
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*** ***,The customer has received a total refund in the amount of $back onto her Boscov’s credit account. We agreed to give her a full refund for the merchandise she has in her home and give her the difference in price she paid when she re-selected new furnitureIn addition, she will
be responsible to dispose of the defective furniture in her home (or keep it if she chooses to). The customer is happy with the outcome. Thank you,Caitlin M***Boscov's Customer Relations

Dear *** ***,We sincerely apologize for any frustration that *** *** has experienced in regards to her online order from www.boscovs.comWe were able to locate *** ***'s order and have reviewed her shopping sessionWe were able to see that *** *** placed her own order on our website and
input all of her own informationThe shopping profile that is registered for *** *** has all of her current informationAccording to the shopping session, the *** express checkout was used to process the order, and this is what input the shipping address for the orderBoscov's does not input any addresses on orders and are not able to make any changes once the order is placedBoscov's would not have shipped the package to an address she may have used on a previous order, because the shipping labels print based on what information is provided for the order Our shipping departments do not enter any shipping information for packages, since it is pulled automatically from the orderAccording to the tracking information for all three packages on this order, the packages have been forwarded to the proper address as of January 21, and are currently in transitIf *** *** does not receive the packages, she may contact Shopper Services at ###-###-####If the packages are returned to the shipping departments, we are able to reship or refund at no cost to *** ***.We can certainly understand the undue stress that this experience has caused *** *** and would like to offer a token of our apologyWe have refunded the account used for the order 10% offPlease allow 5-business days for this credit to show back onto the account used for the order.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Dear Ms***,We sincerely apologize for any undue stress and frustration that the delay on the ring sizing has caused Ms*** 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*** on January 7, and that she signed off on the pick up. We can certainly understand that Ms*** 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***'s expectations, and oursAs a token of our apology and appreciation, we will be sending Ms*** a $gift card to the address that was provided.Best Regards,Nicole R***Boscov's Corporate Customer Relations