[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 researched the customer's complaint; it was verified that the incorrect weight was put on the package. As this was an error on our end, we contacted the customer via telephone and apologized. In addition, a check was sent to the customer in the amount of $47.36, which represents...
the cost of shipping the merchandise. In addition, the customer was sent a $15 Boscov's gift card for her inconvenience. If you have any questions, please feel free to contact me.Best regards,Patrick E[redacted]Vice President, Boscov's Customer Relations
As the incorrect description was advertised for the item, we processed a special order on the correct base that the customer wanted. We will exchange and cover the cost of the difference in price. Thank you,Caitlin M[redacted]Boscov's 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[redacted]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, 2016 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 $394.94 to his new charge account within approximately 2 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[redacted]Boscov's Corporate Customer Relations
Dear Ms. [redacted],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 holidays. She also stated that the ring was picked up...
by Ms. [redacted] on January 7, 2017 and that she signed off on the pick up. We 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 Department. Boscov's prides ourselves on our customer service, and in this experience we failed Ms. [redacted]'s expectations, and ours. As a token of our apology and appreciation, we will be sending Ms. [redacted] a $20 gift card to the address that was provided.Best Regards,Nicole R[redacted]Boscov's Corporate 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 purposes. The only blue papers that we provide are in orders placed on www.boscovs.com, and the 90 day return policy is in place for any standard delivery item. This 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 fee. We asked that this is completed within a two week time period. When delivery is made, the delivery team will remove the current set.Best Regards,Nicole RoseBoscov's Customer Service
[redacted],On
March 14, 2015, [redacted] picked up two [redacted] Power Rocker recliners from
our Christiana Boscov’s location. Our Customer Service Department was contacted
by [redacted] on April 4th, advising that both seats on the recliners were
wrinkling. An inspection on the recliners was...
conducted by our 3rd-party
furniture technician on April 14th. Per the inspection, the seat cushions were
confirmed to be wrinkling. In 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 her. We 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 reselect. She will take her sales receipt into
the store, and get full credit toward her new selection. It was also explained
to [redacted] that since she original pick-up of 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[redacted]Vice President of 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.
Regards,
[redacted]
The manager of our Big Ticket Customer Service Department, Jennifer S[redacted], spoke to [redacted] on January 24, 2017. We have offered to void the check that we sent and authorize a refund on the [redacted] Reclining Sofa. The return would have a 20% handling fee and a $75 pick-up fee. [redacted] stated he was discussing this with his wife and calling back. As of this morning, we have not heard from the customer regarding the return.Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
Dear [redacted],We apologize for any undue stress or frustration regarding the delivery of your new furniture. We have researched your claim with our delivery company. The delivery team informed us that they were unable to safely deliver the furniture into your home. There were no clear...
pathways and the porches were cluttered. Please see the attached photographs and delivery document. The delivery document was signed and delivery was accepted. When a customer is not satisfied with a delivery or how it is being handled, there is always the option to refuse the delivery. This was not the case in this claim. The delivery was accepted and signed off on at the time the furniture was left.Therefore, due to the fact that there was not clear access for the delivery you accepted the delivery and the service was provided to you we will not be able to refund the deliver fee.If you have any further questions, please contact Jennifer S[redacted] at ###-###-#### during normal business hours, Monday through Friday 9:00 am to 5:00 pm.Thank you,Nicole R[redacted]Boscov's Customer Relations
Dear [redacted],We sincerely apologize for any frustration that [redacted] is experiencing in regards to his mattress. Mattresses and box springs are covered by the manufacturer’s warranty, which assures workmanship and quality. Exchanges will be authorized only after the bedding has been...
inspected and found to be defective as per the manufacturer’s warranty. Bedding is not returnable.On October 4, 2016, Bed Chek, our third party bedding Inspection Company investigated the concerns regarding [redacted]’s bedding. The 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, 2 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 rails. There are 3 metal side to side rails with double leg support. However, the double legs are not aligned correctly creating a center ridge in the boxes.The fabric has pulled away from the seam. There is no gash in the underside of the mattress. The right side of the double legs is raised higher than the left side. The 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 warranty. However, Boscov’s values [redacted] as a customer and we appreciate his patronage. Therefore, the 20% off discount coupon previously provide is still valid towards the purchase of a new mattress.Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
Dear [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.On December 2, 2016, [redacted] purchased a queen mattress and foundation, and a twin size mattress...
and foundation. At 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 fees. The delivery occurred on December 17, 2016, for this bedding order. Our customer service department was contacted on December 23, 2016, by [redacted]. She stated the queen mattress and twin mattress were too firm and she would like to process a non-defective return. It was explained to [redacted] that we do not have a return policy. However, Boscov’s does have a 60-day Comfort Guarantee on mattresses. If you are not satisfied with your mattress we will authorize a one-time comfort exchange with fees. The same day [redacted] processed an exchange for both mattress, minus a 15% handling fee and a $75.00 delivery fee. The exchange delivery took place on December 29, 2016.On December 31, 2016, our customer service office was contacted by [redacted]. She requested to exchange both mattresses due to comfort. One of our customer service specialists, as well as the lead of the department, explained to [redacted] that there was a one-time comfort exchange with fees allowed on mattress purchases. The customer already processed a comfort exchange with fees on December 23, 2016. The customer’s request for an exchange was denied.On January 2, 2017, Jennifer S[redacted], our Big Ticket Customer Service Manager, spoke with [redacted], and explained the above.We understand that that [redacted] is not pleased with our decision. However, it states on her sales receipt that was handed to her at time of purchase “Bedding is not returnable once in the home. Please 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 bedding. If the customer has any further questions, she may call Jennifer S[redacted] at ###-###-####.Best Regards,Nicole R[redacted]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 response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: Boscov's reading comprehension is a little slow and off as well as their DEFENSE is HIGH. I called to have it corrected and was told it could not be before a shipping label was ever produced. You essentially have no customer service only Company Defense. What an insult.
Regards,
[redacted]
Dear Ms. [redacted],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. We do apologize for any undue stress that this has caused.Mattresses and foundations are covered by...
the manufacturer’s warranty, which assures workmanship and quality. Warranty exchanges will be authorized only after the bedding has been inspected and found to be defective as per the manufacturer’s warranty. The manufacturer’s warranty does not include comfort issues and Boscov’s does not have a return policy on bedding.On November 2, 2016, Simmons authorized to replace Mr. [redacted]’s mattress, due to the bunching of the top fabric cover. Our customer service office contacted Mr. [redacted] the exact same day, and explained we are going to replace his mattress. Mr. [redacted] asked Boscov’s for a customer service exception and allow him to reselect a different mattress, instead of receiving an even exchange as the manufacturer warranty states. We informed Mr. [redacted], that we will authorize for him to get full credit toward a reselection. If the new selection is greater in price he would be required to pay the difference, however, if it is less in price there is no refund. We will pick up the defective mattress when the new mattress is delivered.Please see the attached "Thank you" pamphlet, that was provided to Mr. [redacted], for further information.Best Regards,Nicole RoseBoscov's Corporate Customer Relations
Dear [redacted], [redacted] called our Customer Service Department and I spoke with her yesterday. The 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 7-10 business days from her local post office.Best Regards,Nicole R[redacted]Boscov's Corporate 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[redacted]Boscov's Corporate Customer Relations
Dear [redacted],We sincerely apologize for any undue stress that [redacted] has experienced in regards to his charge account. Boscov's charge cards are managed by [redacted] Bank. This 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[redacted]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 have made my mother, [redacted], aware that this will be attempted to be done within two weeks (by 8/18)and she will contact the store today (8/5) to speak with the manager regarding a visit on Monday 8/7 to provide the receipt and make the arrangements. She does not drive and is at the mercy of the local senior citizen bus schedule so will try to take care of this in the upcoming week, provided store personnel can accommodate her schedule. Thank you for a fair resolution to this issue.
Regards,
[redacted]
Dear [redacted],We sincerely apologize for any frustration and inconvenience that our mutual customer has experienced in regards to your online order with www.boscovs.com. There was a $39 additional shipping fee charged due to the quantity of bed pillows ordered. Our free shipping banner...
does list that exclusions apply. The exclusions state that ordering multiple quantities of the same item may require additional shipping charges. It also states that we reserve the right to levy a special shipping surcharge where a large number of items are ordered. Before levying such charge, we will contact you with the proposed amount of the charge. If you do not want to accept the surcharge, we will cancel your order without any penalty to you. This 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 $19.00. Since your order has been cancelled, a new order would need to be placed, as we cannot reinstate a cancelled order. Please advise if you would be interested in a new order with a $19 shipping fee and we will assist in processing the order.Best regards,Nicole R[redacted]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.
Regards,
[redacted]
Dear [redacted],We researched the customer's complaint; it was verified that the incorrect weight was put on the package. As this was an error on our end, we contacted the customer via telephone and apologized. In addition, a check was sent to the customer in the amount of $47.36, which represents...
the cost of shipping the merchandise. In addition, the customer was sent a $15 Boscov's gift card for her inconvenience. If you have any questions, please feel free to contact me.Best regards,Patrick E[redacted]Vice President, Boscov's Customer Relations
As the incorrect description was advertised for the item, we processed a special order on the correct base that the customer wanted. We will exchange and cover the cost of the difference in price. Thank you,Caitlin M[redacted]Boscov's 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[redacted]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, 2016 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 $394.94 to his new charge account within approximately 2 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[redacted]Boscov's Corporate Customer Relations
Dear Ms. [redacted],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 holidays. She also stated that the ring was picked up...
by Ms. [redacted] on January 7, 2017 and that she signed off on the pick up. We 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 Department. Boscov's prides ourselves on our customer service, and in this experience we failed Ms. [redacted]'s expectations, and ours. As a token of our apology and appreciation, we will be sending Ms. [redacted] a $20 gift card to the address that was provided.Best Regards,Nicole R[redacted]Boscov's Corporate 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 purposes. The only blue papers that we provide are in orders placed on www.boscovs.com, and the 90 day return policy is in place for any standard delivery item. This 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 fee. We asked that this is completed within a two week time period. When delivery is made, the delivery team will remove the current set.Best Regards,Nicole RoseBoscov's Customer Service
[redacted],On
March 14, 2015, [redacted] picked up two [redacted] Power Rocker recliners from
our Christiana Boscov’s location. Our Customer Service Department was contacted
by [redacted] on April 4th, advising that both seats on the recliners were
wrinkling. An inspection on the recliners was...
conducted by our 3rd-party
furniture technician on April 14th. Per the inspection, the seat cushions were
confirmed to be wrinkling. In 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 her. We 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 reselect. She will take her sales receipt into
the store, and get full credit toward her new selection. It was also explained
to [redacted] that since she original pick-up of 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[redacted]Vice President of 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.
Regards,
[redacted]
The manager of our Big Ticket Customer Service Department, Jennifer S[redacted], spoke to [redacted] on January 24, 2017. We have offered to void the check that we sent and authorize a refund on the [redacted] Reclining Sofa. The return would have a 20% handling fee and a $75 pick-up fee. [redacted] stated he was discussing this with his wife and calling back. As of this morning, we have not heard from the customer regarding the return.Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
Dear [redacted],We apologize for any undue stress or frustration regarding the delivery of your new furniture. We have researched your claim with our delivery company. The delivery team informed us that they were unable to safely deliver the furniture into your home. There were no clear...
pathways and the porches were cluttered. Please see the attached photographs and delivery document. The delivery document was signed and delivery was accepted. When a customer is not satisfied with a delivery or how it is being handled, there is always the option to refuse the delivery. This was not the case in this claim. The delivery was accepted and signed off on at the time the furniture was left.Therefore, due to the fact that there was not clear access for the delivery you accepted the delivery and the service was provided to you we will not be able to refund the deliver fee.If you have any further questions, please contact Jennifer S[redacted] at ###-###-#### during normal business hours, Monday through Friday 9:00 am to 5:00 pm.Thank you,Nicole R[redacted]Boscov's Customer Relations
Dear [redacted],We sincerely apologize for any frustration that [redacted] is experiencing in regards to his mattress. Mattresses and box springs are covered by the manufacturer’s warranty, which assures workmanship and quality. Exchanges will be authorized only after the bedding has been...
inspected and found to be defective as per the manufacturer’s warranty. Bedding is not returnable.On October 4, 2016, Bed Chek, our third party bedding Inspection Company investigated the concerns regarding [redacted]’s bedding. The 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, 2 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 rails. There are 3 metal side to side rails with double leg support. However, the double legs are not aligned correctly creating a center ridge in the boxes.The fabric has pulled away from the seam. There is no gash in the underside of the mattress. The right side of the double legs is raised higher than the left side. The 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 warranty. However, Boscov’s values [redacted] as a customer and we appreciate his patronage. Therefore, the 20% off discount coupon previously provide is still valid towards the purchase of a new mattress.Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
Dear [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.On December 2, 2016, [redacted] purchased a queen mattress and foundation, and a twin size mattress...
and foundation. At 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 fees. The delivery occurred on December 17, 2016, for this bedding order. Our customer service department was contacted on December 23, 2016, by [redacted]. She stated the queen mattress and twin mattress were too firm and she would like to process a non-defective return. It was explained to [redacted] that we do not have a return policy. However, Boscov’s does have a 60-day Comfort Guarantee on mattresses. If you are not satisfied with your mattress we will authorize a one-time comfort exchange with fees. The same day [redacted] processed an exchange for both mattress, minus a 15% handling fee and a $75.00 delivery fee. The exchange delivery took place on December 29, 2016.On December 31, 2016, our customer service office was contacted by [redacted]. She requested to exchange both mattresses due to comfort. One of our customer service specialists, as well as the lead of the department, explained to [redacted] that there was a one-time comfort exchange with fees allowed on mattress purchases. The customer already processed a comfort exchange with fees on December 23, 2016. The customer’s request for an exchange was denied.On January 2, 2017, Jennifer S[redacted], our Big Ticket Customer Service Manager, spoke with [redacted], and explained the above.We understand that that [redacted] is not pleased with our decision. However, it states on her sales receipt that was handed to her at time of purchase “Bedding is not returnable once in the home. Please 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 bedding. If the customer has any further questions, she may call Jennifer S[redacted] at ###-###-####.Best Regards,Nicole R[redacted]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 response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: Boscov's reading comprehension is a little slow and off as well as their DEFENSE is HIGH. I called to have it corrected and was told it could not be before a shipping label was ever produced. You essentially have no customer service only Company Defense. What an insult.
Regards,
[redacted]
Dear Ms. [redacted],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. We do apologize for any undue stress that this has caused.Mattresses and foundations are covered by...
the manufacturer’s warranty, which assures workmanship and quality. Warranty exchanges will be authorized only after the bedding has been inspected and found to be defective as per the manufacturer’s warranty. The manufacturer’s warranty does not include comfort issues and Boscov’s does not have a return policy on bedding.On November 2, 2016, Simmons authorized to replace Mr. [redacted]’s mattress, due to the bunching of the top fabric cover. Our customer service office contacted Mr. [redacted] the exact same day, and explained we are going to replace his mattress. Mr. [redacted] asked Boscov’s for a customer service exception and allow him to reselect a different mattress, instead of receiving an even exchange as the manufacturer warranty states. We informed Mr. [redacted], that we will authorize for him to get full credit toward a reselection. If the new selection is greater in price he would be required to pay the difference, however, if it is less in price there is no refund. We will pick up the defective mattress when the new mattress is delivered.Please see the attached "Thank you" pamphlet, that was provided to Mr. [redacted], for further information.Best Regards,Nicole RoseBoscov's Corporate Customer Relations
Dear [redacted], [redacted] called our Customer Service Department and I spoke with her yesterday. The 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 7-10 business days from her local post office.Best Regards,Nicole R[redacted]Boscov's Corporate 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[redacted]Boscov's Corporate Customer Relations
Dear [redacted],We sincerely apologize for any undue stress that [redacted] has experienced in regards to his charge account. Boscov's charge cards are managed by [redacted] Bank. This 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[redacted]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 have made my mother, [redacted], aware that this will be attempted to be done within two weeks (by 8/18)and she will contact the store today (8/5) to speak with the manager regarding a visit on Monday 8/7 to provide the receipt and make the arrangements. She does not drive and is at the mercy of the local senior citizen bus schedule so will try to take care of this in the upcoming week, provided store personnel can accommodate her schedule. Thank you for a fair resolution to this issue.
Regards,
[redacted]
Dear [redacted],We sincerely apologize for any frustration and inconvenience that our mutual customer has experienced in regards to your online order with www.boscovs.com. There was a $39 additional shipping fee charged due to the quantity of bed pillows ordered. Our free shipping banner...
does list that exclusions apply. The exclusions state that ordering multiple quantities of the same item may require additional shipping charges. It also states that we reserve the right to levy a special shipping surcharge where a large number of items are ordered. Before levying such charge, we will contact you with the proposed amount of the charge. If you do not want to accept the surcharge, we will cancel your order without any penalty to you. This 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 $19.00. Since your order has been cancelled, a new order would need to be placed, as we cannot reinstate a cancelled order. Please advise if you would be interested in a new order with a $19 shipping fee and we will assist in processing the order.Best regards,Nicole R[redacted]Boscov's Corporate Customer Relations