Boscov's Department Store

Dear *** ***,We are very sorry that *** *** continues to receive our emails after unsubscribing from them I have made sure that she was removed from the e-mail list today She was opted out, so I reached out to our advertising department They will ensure that *** *** is
completely removed from the mailing list It can take a few business days to stop receiving the mailings.Again, we understand *** ***'s frustration and she can rest assured that we will be sure that our e-mails discontinue.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Dear *** ***,We sincerely apologize for any undue stress and frustration that *** *** is experiencing in regards to his furniture purchase and applying for a new charge card When a customer opens a new charge account with Boscov's, we offer either 15% off of the first days purchase (up
to $100), or a promotion credit plan with deferred interest*** ***'s purchase on June 6, was applied to the deferred interest plan, so the 15% off did not apply to the purchaseWe apologize for any miscommunication that may have occurred.Best Regards,Nicole R***Boscov's Corporate Customer Relations

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 do apologize for any undue stress that this has causedListed on the sales receipt, below the signature
required portion, it says “Except for mfr’s defects, Bedding is not returnable once in the homePlease refer to your thank you pamphlet for further detailsFurniture is covered by our 7-day (from delivery date) return policyNon-defective returns authorized in the 7-day period will be subjected to feesFabric and leather treatments are non-refundable.” In addition, this is in the Thank you for your purchase pamphletOn September 17, 2016, a *** Rocker Recliner was purchased along with a *** Protection PlanThe fabric of the recliner was treated at our warehouse on 9/19/16, with the *** stain solution, before being sent to the store location for customer pick upOn October 3, 2016, customer service was contacted for authorization to return the recliner to the storeSince this occurred within the 7-day return policy period, the return was authorizedHowever, the extended warranty in not refundable as stated on the sales receipt and because the product was already treated with the fabric protection solution altering it from original condition

Dear *** ***,We sincerely apologize for for the inconvenience that *** *** has experienced in regards to the sofa that she purchased from Boscov's on July 29, Our records indicate this sofa was delivered on August 4, We understand *** ***'s frustrations with
the wear of the cushions on her furniture Per our technician, the frame is in proper conditionHowever, the seat core has lost resiliency due to excessive useThe issues were not considered defective, so she were offered a 25% refund as a customer service gesture This offer was accepted on March 17, *** ***, provided her credit card information and on April 1, a refund was processed for $275.00. The technician that visited *** ***'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, when the refund of 25% was processedIf *** *** has any further inquiries she may contact Robert S***, our Big Ticket Customer Service Supervisor, at ###-###-####.Best Regards,Nicole R***Boscov's Corporate Customer Relations

*** ***,
*** *** received a set of
bedding on 2/14/The customer called us on 10/06/to report that the
mattress was lumpingBoscov’s issued a work order and a technician inspected
her bedding on 11/4/***
***’s bedding was found to be damaged (sagging of
1/8” on the mattress and 3/8” on the box spring)The customer did not
provide sufficient support on his bed frame which caused the damage to his
beddingWhen we reviewed the inspection with the customer, we informed him
that the warranty on his bedding was voided due to insufficient support
As a customer service gesture
Boscov’s is willing to allow *** *** to reselect a new mattress, with the
understanding that she also purchase a new box spring that provides the support
necessary to prevent damage to her mattressLastly, since this mattress cannot
be returned to the manufacture for credit there will be a 10% service fee and a
$pickup redelivery fee

Complaint ID: ***
Name : *** ***
*** ***,
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This complaint from *** *** has been forwarded to me for review and response Boscov's believes in offering outstanding customer service to all of our customers, whether they shop in one of store locations or onlineIn addition, our promotions are clearly advertised as well as any exclusions that may applyOur free shipping promotion clearly states in the header of our web page that exclusions may apply and unfortunately this was the case with ***'s orderBoscov's does not ship from a central location; our internet orders are filled by our stores, which are located in New York, Maryland, New Jersey, Delaware and PennsylvaniaDepending on the number of stores involved in the fulfillment process, additional shipping fees may be incurredThis was the main reason that additional shipping was charged on ***'s order. In addition, Boscov's clearly states its shipping policies, so that the customers are fully aware that additional shipping fees may be necessary. Please see the attached screen shots
Lastly, as a one-time customer service gesture, we waived the $shipping fee on Monday, July at 9:amBest regards,
*** ***
VP of Boscov's Customer Relations

Dear *** ***,Please rest assured 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 We apologize for any misinformation that *** *** was provided when he opened his new charge account and when speaking to representatives.As a customer service gesture, we have credited *** ***'s account today, October 28, 2016, for the $first purchase discount*** *** will see the credit post within 5-business days to his account.Best Regards,Nicole R***Boscov's Corporate 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 store.Sincerely,Patrick E***Vice President of Boscov's Customer Relations

Dear *** ***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 do apologize for any undue stress that this has caused *** ***.Listed on the sales receipt,
below the signature required portion, it states, “Except for mfr’s defects, bedding is not returnable once in the homePlease refer to your thank you pamphlet for further detailsFurniture is covered by our 7-day (from delivery date) return policyNon-defective returns authorized in the 7-day period will be subjected to feesFabric and leather treatments are non-refundable.”In addition, the Thank you for your purchase pamphlet outlines that furniture is covered by a manufacturer’s warranty that covers repair of the product up to the manufacturer’s standardsPlease refer to the manufacturer’s warranty for specific coverage information.On November 17, 2016, our customer service department was notified by *** *** that the stitching was coming off the *** Reclining sofa that was delivered on May 27, The customer sent pictures of her sofa to our office, and requested we adjust the price of the sofa if no manufacturer defects are foundWe reviewed the pictures and the manufacturer indicated that her sofa is up to manufacturer standardsThe sofa looks well used, however, there are no defects.On November 22, 2016, a specialist from our customer service department spoke with *** ***, and offered her $price adjustment, which is 20% off the $price of the sofaThe customer accepted our offer, and we processed and mailed out a check in the amount of $135.00.We understand that *** *** is unhappy with how the sofa is wearing, however, the product is not defectiveSince we have compensated *** *** and at the time she accepted the offer, this claim has been closed.Best Regards,Nicole R***Boscov's Corporate 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 as Answered]
Complaint: ***
I am rejecting this response because: Boscov's reading comprehension is a little slow and off as well as their DEFENSE is HIGHI called to have it corrected and was told it could not be before a shipping label was ever producedYou essentially have no customer service only Company DefenseWhat an insult
Regards,
*** ***

Dear *** ***,We sincerely apologize for the undue stress *** ***'s online order from Boscovs.com has caused. We can certainly understand the frustration that the delay with his order and lack of follow up has caused.The *** items on our website as "online only" and do ship directly from
the vendor to the customer. Under circumstances, the process for online only items is similar to any order placed on our website. All items should be received within the 7-business day time-frame. We are very sorry that this was not the case with order #***. We did follow up with the *** vendor multiple times during this process and unfortunately, they were very unresponsive to this order and multiple others. At this time, all orders from this vendor have been cancelled, including *** ***'s.The two charges that are appearing on *** ***'s account are pending pre-authorization holds, since we do not charge for an order until it has shipped. Since this order has been cancelled, *** *** will not receive any further holds on his account. The holds that are present, will drop within the banks allotted time. If *** *** would like these holds released sooner, he may provide us with his banks name, address,contact phone number, dates and amounts of the holds. We will contact the bank on his behalf and request that they charges are both removed.Again, we are sincerely sorry that this online order has been a bad experience for *** ***, and we are diligently working to have the matter corrected.Best Regards,Nicole R***Boscov's Corporate Customer Relations

We purchased a rocker recliner from Boscovs Albany NY.The first one delivered had a bent metal frame.The chair was visibly crookedCustomer service let us pick out a different replacement chair.Now the replacement chair is broken..We have not even had this one for years and the cheap plastic lever that operates the recliner broke and when I called they could not help me because there was no model number or brand on this piece of junk.Because we had it for over a year.No way it can be repaired because it is an import with NO NAME.So now we have a recliner that we can not recline.Needless to say is that customer service STINKS.We have purchased many things at Boscovs but NO MORE.the last items we have had a problem with the item.Not to mention that they charged shipping for an out of stock item and were reluctant to refund shipping for an item we never got.First offer was half the shipping.Then after my asking to speak to a manager they finally refund the full amount the items that I never got......I will not go back to Boscovs......this is only a few problems.I have more.I hope this helps others

Boscov's believes in offering our customers outstanding customer service, whether we do something right or if there is room for improvementI still stand by my original response to this complaint, based on our third party bedding inspector Bed Chek's reportHowever, I will circumvent our policy and approve a credit/refund for the purchase in dispute.
In addition, since the manufacture will not allow us to return the bedding for creditI will allow the customer to keep the bedding that they currently have in their homePlease let me know if this is agreeable with our customer

[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 *** ***, *** *** called our Customer Service Department and I spoke with her yesterdayThe gift card was sent to the email address that she had provided. She stated she did not receive it, so I will be mailing the gift card to the customer. She was okay with this resolution. She will receive the gift card within 7-business days from her local post office.Best Regards,Nicole R***Boscov's Corporate Customer Relations

Dear *** ***,We sincerely apologize for any undue stress that *** *** has experienced in regards to his charge accountBoscov's charge cards are managed by *** *** 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 *** *** Bank at ###-###-#### for further assistance.Best Regards,Nicole R***Boscov's Corporate 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:I did not place a wholesale order I placed a large retail orderI paid the price paid on the website of $each with free shipping I did not ask for a wholesale discountI paid the price available to the retail publicI received a confirmation email that clearly stated I would not have to pay additional shipping This is breach of contract and/or advertising
The cheapest I can find the same item now is here: ***
My damages for breach of contract are less the Boscovs purchase price of $each times a quantity of equals $With such damages, a $gift card is ridiculousI demand that Boscovs find more of these to fill my order
Regards,
*** ***

**and *** *** *** purchased a queen *** mattress
and box spring from our outlet location on September 24, During this
purchase, they stated a discussion took place between them and the sales
associate regarding slats for an existing
queen bed frame in their home**
and **s. *** were expecting the sales associate to locate slats to fit
their existing bed frame*** placed a follow up call to the sales
associate on Sunday, November 23, 2014, to see if he could pick up the slats
that he requested to purchase on September 24thThe sales associate
told *** that he could not recall that conversation and he had no slats to
sell himBoscov’s apologizes for any misunderstanding, and as a customer
service gesture, would like to offer a $checkThis check may be used in
order for *** to purchase Furring Strips at his local hardware storeAll
queen or king size bed frames that have a head and foot board require to
“hardwood” slats with a center leg that extends from the middle slat to the
floorPatrick E***
Vice President, Boscov's Customer Relations / Contact Center

Ms***,
I spoke with Ms*** today regarding her mattressBased on the situation, I have agreed to let her reselect a new mattress of equal or greater value; however, if she does choose a more expensive mattress, she would be responsible for the price differenceIn
addition, I have waived the $delivery/pickup fee, and also the 10% restocking feeThe customer was very happy with the resolutionShe will be able to reselect her mattress as early as Thursday, 2/26.
Sincerely,
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,
*** ***