Boscov's Department Store

Dear ** ***,We sincerely apologize for the confusion and stress that *** *** 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 *** ***.*** *** 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 *** *** back to advise of this and we have obtained his new credit card information to issue the credit to ** *** will receive a total refund of $to his new charge account within approximately weeks We did advise *** *** of this time frame and he was satisfied.If *** *** has any further questions, he can contact me directly at ###-###-####.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Dear *** ***,Our Big Ticket Customer Service Supervisor, Robert S***, contacted *** *** today We apologize for any inconvenience he has experienced with his mattress We were able to offer *** *** a one-time comfort exchange with a 10% handling fee and a delivery fee of $
for the new mattress*** *** accepted this offer and was happy with the resolution 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 ***, and find that this resolution is satisfactory to me. Thank you for your response. I decided that I would like to exchange the earrings for another pair. I do not know right now when I will be returning to visit family in Clifton Park, NY; however, I would like to be able to make the exchange when I return
Regards,
*** ***

Dear Mrand Mrs***,We sincerely apologize for the delay in receiving and installing the new parts for your ottoman We understand your frustration and hope that we have come to a resolution that works for you As per your conversation with MrS***, in our Big Ticket Customer
Service Department, we are at the manufacturer's mercy for receiving the parts that we order We are sorry for the extended wait time for the part to be delivered Your installation is scheduled for July 1st As a token of our apology, we will be sending a $gift card to you for the inconvenience If we can be of further assistance, please contact MrRobert S*** at ###-###-####.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Complaint ***
***,
We spoke with *** on
Wednesday, February 26th, regarding the T- Shirts that he purchased at our store in OhioWe advised him to come back to the store and we would happlily refund his money even though of the shirts have been worn*** is currently in Florida and plans to visit the store at the end of next week for his credit
Best regards,
*** ***
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 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,
*** ***

Dear *** ***,Jennifer S***, our Big Ticket Customer Service Supervisor called *** *** and was able to resolve this issue by phone today, April 12, We made a customer service exception and the customer has agreed to a re-selection of furniture She will be making her
re-selection at our Butler, PA store and has agreed to pay the delivery fee The amount that she paid for the original chair will be put towards the new chair that she selects.Thank you,Nicole
R***
Administrative/Customer
Relations Assistant to Maria Tenreiro
***@boscovs.com
P.O
Box ***
Reading,
PA ***
Phone:
###-###-####
Fax:
###-###-####

*** ***,
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 discomfortBoscov'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

I live in Scranton ,PA and go to the Boscov's at Steamtown MallI LOVE this store!! Always find what I want, size I need, and pricing is reasonableI never want this store to close !!
Thank you for staying in Scranton!!
R C***

[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. Regards, *** ***

Dear Ms***,We sincerely apologize for the inconveniences and stress this customer has gone through with *** ***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 *** ***l Bank for further review and contact with the customer.Thank you,Nicole R***Boscov's Customer Relations###-###-####

*** ***,
On
March 14, 2015, *** *** picked up two *** Power Rocker recliners from
our Christiana Boscov’s locationOur Customer Service
Department was contacted
by *** *** 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, *** *** 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 *** *** on June 1st, to discuss her complaint*** ***
was offered an exact ETA on the two foam cores, or authorization on a full
credit toward a reselection*** *** asked to think about her options, and
to be contacted on the following day*** *** 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 *** *** 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***
Vice President of Boscov's Customer Relations

*** ***,Please be advised that our Optical area is a leased department by ** ***That being said, I spoke with the customer yesterday, and forwarded his information to *** ***, from ** ***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 know.Best regards,Patrick E***Vice President, Boscov's Customer Relations###-###-####

[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:
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,
*** ***

*** ***,This
complaint filed by *** *** has been forwarded to me for review and
response
color="#000080">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 practicesWe spoke with *** *** by telephone on Friday, April 3, 2015. The customer’s sofa was repaired, but he wanted an
adjustment to keep the repaired sofaWe offered the customer a $
adjustment (15% off the price of the sofa)The customer accepted our offerwe
will be crediting his Boscov’s account for the amount of the adjustmentIn reference to the problem with the legs to the ottoman.Our warehouse will be taking legs off a new ottoman to give to *** ***They will be emailing me the *** tracking number and I will give this information to the customer once I have itThe legs should arrive early next weekI offered to send a technician out to install the legs but the customer insisted that he would install them himself.
Best regards,
Patrick E***
Vice President of Boscov's Customer Relations

*** ***,
This complaint from *** *** was forwarded to me for review and responsePlease be
advised that I
personally spoke with *** *** in reference to her problemFirst and foremost,
the security and well-being is always our number one concern at Boscov'sBased
on the agreements we have with the four credit providers (***, ***,
*** and *** ***), it is against policy to process a credit
transaction of this nature without the card and cardholder presentWe need the
card and cardholder present in order to verify the identity of the customerIn
addition, in this case, *** *** is a third partyIt is against policy to
discuss or handle a credit transaction with a third partyThese policies are
put in place to protect the identity of our customers, and ensure that the
integrity of their personal information remains intact, and not used for
fraudulent purchases.
In addition, when
dealing with fine jewelry, it is imperative that we be able to inspect the
merchandise properly before issuing a credit/refundI understand that this is
a great inconvenience to *** ***; however, these provisions are put in place
for the security of our customersAs I mentioned when I spoke to the customer,
we are more than happy to issue a credit to the account, for the full price
paid for the earringsHowever, we cannot do that without the cardholder
present, for the points I raised above.
Best Regards,
Patrick E***
Vice President, Boscov's
Customer Relations

Dear *** ***,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.On December 2, 2016, *** *** purchased a queen mattress and foundation, and a twin size mattress
and foundationAt which time she was provided a receipt and thank you pamphlet, which outlines bedding is not returnable once in the home, and that there is a one-time comfort exchange with feesThe delivery occurred on December 17, 2016, for this bedding orderOur customer service department was contacted on December 23, 2016, by *** ***She stated the queen mattress and twin mattress were too firm and she would like to process a non-defective returnIt was explained to *** *** that we do not have a return policyHowever, Boscov’s does have a 60-day Comfort Guarantee on mattressesIf you are not satisfied with your mattress we will authorize a one-time comfort exchange with feesThe same day *** *** processed an exchange for both mattress, minus a 15% handling fee and a $delivery feeThe exchange delivery took place on December 29, 2016.On December 31, 2016, our customer service office was contacted by *** ***She requested to exchange both mattresses due to comfortOne of our customer service specialists, as well as the lead of the department, explained to *** *** that there was a one-time comfort exchange with fees allowed on mattress purchasesThe customer already processed a comfort exchange with fees on December 23, The customer’s request for an exchange was denied.On January 2, 2017, Jennifer S***, our Big Ticket Customer Service Manager, spoke with *** ***, and explained the above.We understand that that *** *** is not pleased with our decisionHowever, it states on her sales receipt that was handed to her at time of purchase “Bedding is not returnable once in the homePlease refer to your thank you pamphlet for further details.” In the pamphlet under “Mattresses” it says there is a ONE-TIME comfort exchange with fees.Based on the explanation provided above, we are unable to authorize an exchange of the beddingIf the customer has any further questions, she may call Jennifer S*** at ###-###-####.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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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
Regards,
*** *** ***

*** ***,
This complaint from *** *** was forwarded to me for review and responsePlease be advised that I
personally spoke with *** *** in reference to her problemFirst and foremost,
the security and well-being is always our number one concern at Boscov'sBased
on the agreements we
have with the four credit providers (***, ***,
*** and *** ***), it is against policy to process a credit
transaction of this nature without the card and cardholder presentWe need the
card and cardholder present in order to verify the identity of the customerIn
addition, in this case, *** *** is a third partyIt is against policy to
discuss or handle a credit transaction with a third partyThese policies are
put in place to protect the identity of our customers, and ensure that the
integrity of their personal information remains intact, and not used for
fraudulent purchases.
In addition, when
dealing with fine jewelry, it is imperative that we be able to inspect the
merchandise properly before issuing a credit/refundI understand that this is
a great inconvenience to *** ***; however, these provisions are put in place
for the security of our customersAs I mentioned when I spoke to the customer,
we are more than happy to issue a credit to the account, for the full price
paid for the earringsHowever, we cannot do that without the cardholder
present, for the points I raised above.
Best Regards,
Patrick E***
Vice President, Boscov's
Customer Relations