We sincerely apologize to Ms. [redacted] in regards to the missing eye shadow from her order. Since 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 $26.75 today, May 19, 2016 for the [redacted] Pure Color Envy Eye Shadow Wet/Dry. This credit will show to her card with 3-5 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 purchase. We assure Ms. [redacted] 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 customer. The experiences that Ms. [redacted] has had with our Deptford store will be addressed with the management team.
If Ms. [redacted] has any further questions or concerns, she may contact me directly at ###-###-#### or by email at [redacted].
Complaint [redacted]
**. [redacted],
We spoke with **. [redacted] on...
Wednesday, February 26th, regarding the T- Shirts that he purchased at our store in Ohio. We advised him to come back to the store and we would happlily refund his money even though 2 of the shirts have been worn. **. [redacted] is currently in Florida and plans to visit the store at the end of next week for his credit.
Best regards,
[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. Thanks for the Help Revdex.com and boscov's.
Regards,
[redacted]
Dear [redacted],We sincerely apologize for the inconvenience you have experienced in regards to your Boscov's charge card. We have reached out to [redacted] for further information and assistance. They have advised that they issued a credit for the late fees on your account....
You should see this credit on your account within 3-5 business days and it will show on your next billing statement. If you have questions in regards to your due date they will be able to assist further. The direct phone number for [redacted] it ###-###-####.If you have any further questions regarding your charge account, please feel free to let me know. My direct phone number is ###-###-####. I am available during normal business hours, Monday through Friday. Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
Ms. [redacted],
I spoke with Ms. [redacted] today regarding her mattress. Based 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 difference. In...
addition, I have waived the $75 delivery/pickup fee, and also the 10% restocking fee. The customer was very happy with the resolution. She will be able to reselect her mattress as early as Thursday, 2/26.
Sincerely,
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]
[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...
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I did not place a wholesale order. I placed a large retail order. I paid the price paid on the website of $2.99 each with free shipping. I did not ask for a wholesale discount. I paid the price available to the retail public. I received a confirmation email that clearly stated I would not have to pay additional shipping. This is breach of contract and/or false advertising. The cheapest I can find the same item now is 14.99 here: [redacted]My damages for breach of contract are 14.99 less the Boscovs purchase price of 2.99. $12.00 each times a quantity of 197 equals $2364.00.With such damages, a $50.00 gift card is ridiculous.I demand that Boscovs find more of these to fill my order.
Regards,
[redacted]
Dear Ms. [redacted],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[redacted]Boscov's 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 practices. We do apologize for any undue stress that this has caused. Listed on the sales receipt, below the signature...
required portion, it says “Except for mfr’s defects, Bedding is not returnable once in the home. Please refer to your thank you pamphlet for further details. Furniture is covered by our 7-day (from delivery date) return policy. Non-defective returns authorized in the 7-day period will be subjected to fees. Fabric and leather treatments are non-refundable.” In addition, this is in the Thank you for your purchase pamphlet. On September 17, 2016, a [redacted] Rocker Recliner was purchased along with a [redacted] Protection Plan. The fabric of the recliner was treated at our warehouse on 9/19/16, with the [redacted] stain solution, before being sent to the store location for customer pick up. On October 3, 2016, customer service was contacted for authorization to return the recliner to the store. Since this occurred within the 7-day return policy period, the return was authorized. However, 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.
[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 and frustration that [redacted] has experienced in regards to the furniture he purchased at Boscov's. Boscov's honors the manufacturer's warranty which covers the furniture for a year. After that expires, it is the customers responsibility...
to repair and maintain the furniture. Our Big Ticket Customer Service Manager spoke to [redacted] on January 18, 2017 and has offered a customer service gesture of $199.99 in check form. The customer has accepted this offer and resolution. Please rest assured that Boscov's does not sell used or refurbished furniture at any time.If [redacted] needs any further assistance, he may contact Jennifer S[redacted] directly at [redacted] during normal business hours.Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
Dear [redacted],We understand [redacted]'s concerns regarding her [redacted] Rocker Recliner. The recliner was delivered to the customer on 10/22/2016. She contacted us by phone on 1/15/2016 stating that the leather is flaking on the headrest area. She stated that she has never cleaned or...
conditioned the leather
recliner. On 2/4/2016 a technician was out and inspected the recliner. Per
the inspection, the flaking is occurring at the headrest. [redacted]
stated
that the flaking is
not a manufacturer defect. They
stated that the flaking was on the headrest, which can be caused by hair oils. The recliner is still function-able and usable, however this area can not be repaired or replaced.Since this was customer caused and the recommended measures were not taken to care for the furniture, we are not able to offer a refund. As a customer courtesy gesture, we would like to offer a $50.00 gift card for the inconvenience.Sincerely,Nicole R[redacted]Administrative
/ Customer Relations Assistant to Jon Holmquist
[redacted]@boscovs.com
P.O.
Box [redacted]
Reading,
PA [redacted]
Phone:
###-###-####
Fax:
###-###-####
[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]
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. At this time, please take your sales receipt and the mattress back to the store to process a complete refund on the mattress.
Dear Ms. [redacted],We sincerely apologize for the undue stress this experience has caused. At this time, we have authorized a Mr. [redacted] to receive a full credit towards a re-selection of his mattress. If the new selection is greater in price, he will be required to pay for the difference. If it is less in price, he will receive a refund for the difference. Mr. [redacted] may go to his local Boscov's store for assistance with his re-selection. The defective mattress will be removed when the new mattress is delivered.Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
My apologies, I filed that complaint before I was able to find the phone number to reach the corporate office and speak to Nicole. She was very nice and helpful. I am not sure why the email she sent did not reach me but I appreciate her mailing it out.
Regards,
[redacted]
[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 $88 purchase. If I can be of any further assistance, please let me know.
Best regards,
Patrick E[redacted]
Vice President, Boscov's Customer Relations
###-###-####
[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
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Their focus is on the leather which is not the only issue. I did call originally before the year warranty was up to discuss the problems with the leather appearance. It appeared to be disintegrating and Boscov's told me that wasn't covered under the warranty. I 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 5 reclining areas. The arms are wobbly and coming loose and the cushions are sagging prematurely. I 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 body. I 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 furniture. I am not sure they will have the expertise to inspect furniture for poor construction or manufacturer defects in this furniture. I feel that a customer can reasonably expect her leather furniture to last at least 5 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.
Dear Ms. [redacted],
We sincerely apologize to Ms. [redacted] in regards to the missing eye shadow from her order. Since 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 $26.75 today, May 19, 2016 for the [redacted] Pure Color Envy Eye Shadow Wet/Dry. This credit will show to her card with 3-5 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 purchase. We assure Ms. [redacted] 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 customer. The experiences that Ms. [redacted] has had with our Deptford store will be addressed with the management team.
If Ms. [redacted] has any further questions or concerns, she may contact me directly at ###-###-#### or by email at [redacted].
Thank you,
Nicole R[redacted]
Boscov's Corporate Customer Relations
Complaint [redacted]
**. [redacted],
We spoke with **. [redacted] on...
Wednesday, February 26th, regarding the T- Shirts that he purchased at our store in Ohio. We advised him to come back to the store and we would happlily refund his money even though 2 of the shirts have been worn. **. [redacted] is currently in Florida and plans to visit the store at the end of next week for his credit.
Best regards,
[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. Thanks for the Help Revdex.com and boscov's.
Regards,
[redacted]
Dear [redacted],We sincerely apologize for the inconvenience you have experienced in regards to your Boscov's charge card. We have reached out to [redacted] for further information and assistance. They have advised that they issued a credit for the late fees on your account....
You should see this credit on your account within 3-5 business days and it will show on your next billing statement. If you have questions in regards to your due date they will be able to assist further. The direct phone number for [redacted] it ###-###-####.If you have any further questions regarding your charge account, please feel free to let me know. My direct phone number is ###-###-####. I am available during normal business hours, Monday through Friday. Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
Ms. [redacted],
I spoke with Ms. [redacted] today regarding her mattress. Based 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 difference. In...
addition, I have waived the $75 delivery/pickup fee, and also the 10% restocking fee. The customer was very happy with the resolution. She will be able to reselect her mattress as early as Thursday, 2/26.
Sincerely,
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]
[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
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I did not place a wholesale order. I placed a large retail order. I paid the price paid on the website of $2.99 each with free shipping. I did not ask for a wholesale discount. I paid the price available to the retail public. I received a confirmation email that clearly stated I would not have to pay additional shipping. This is breach of contract and/or false advertising. The cheapest I can find the same item now is 14.99 here: [redacted]My damages for breach of contract are 14.99 less the Boscovs purchase price of 2.99. $12.00 each times a quantity of 197 equals $2364.00.With such damages, a $50.00 gift card is ridiculous.I demand that Boscovs find more of these to fill my order.
Regards,
[redacted]
Dear Ms. [redacted],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[redacted]Boscov's 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 practices. We do apologize for any undue stress that this has caused. Listed on the sales receipt, below the signature...
required portion, it says “Except for mfr’s defects, Bedding is not returnable once in the home. Please refer to your thank you pamphlet for further details. Furniture is covered by our 7-day (from delivery date) return policy. Non-defective returns authorized in the 7-day period will be subjected to fees. Fabric and leather treatments are non-refundable.” In addition, this is in the Thank you for your purchase pamphlet. On September 17, 2016, a [redacted] Rocker Recliner was purchased along with a [redacted] Protection Plan. The fabric of the recliner was treated at our warehouse on 9/19/16, with the [redacted] stain solution, before being sent to the store location for customer pick up. On October 3, 2016, customer service was contacted for authorization to return the recliner to the store. Since this occurred within the 7-day return policy period, the return was authorized. However, 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.
[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 and frustration that [redacted] has experienced in regards to the furniture he purchased at Boscov's. Boscov's honors the manufacturer's warranty which covers the furniture for a year. After that expires, it is the customers responsibility...
to repair and maintain the furniture. Our Big Ticket Customer Service Manager spoke to [redacted] on January 18, 2017 and has offered a customer service gesture of $199.99 in check form. The customer has accepted this offer and resolution. Please rest assured that Boscov's does not sell used or refurbished furniture at any time.If [redacted] needs any further assistance, he may contact Jennifer S[redacted] directly at [redacted] during normal business hours.Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
Dear [redacted],We understand [redacted]'s concerns regarding her [redacted] Rocker Recliner. The recliner was delivered to the customer on 10/22/2016. She contacted us by phone on 1/15/2016 stating that the leather is flaking on the headrest area. She stated that she has never cleaned or...
conditioned the leather
recliner. On 2/4/2016 a technician was out and inspected the recliner. Per
the inspection, the flaking is occurring at the headrest. [redacted]
stated
that the flaking is
not a manufacturer defect. They
stated that the flaking was on the headrest, which can be caused by hair oils. The recliner is still function-able and usable, however this area can not be repaired or replaced.Since this was customer caused and the recommended measures were not taken to care for the furniture, we are not able to offer a refund. As a customer courtesy gesture, we would like to offer a $50.00 gift card for the inconvenience.Sincerely,Nicole R[redacted]Administrative
/ Customer Relations Assistant to Jon Holmquist
[redacted]@boscovs.com
P.O.
Box [redacted]
Reading,
PA [redacted]
Phone:
###-###-####
Fax:
###-###-####
[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]
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. At this time, please take your sales receipt and the mattress back to the store to process a complete refund on the mattress.
Dear Ms. [redacted],We sincerely apologize for the undue stress this experience has caused. At this time, we have authorized a Mr. [redacted] to receive a full credit towards a re-selection of his mattress. If the new selection is greater in price, he will be required to pay for the difference. If it is less in price, he will receive a refund for the difference. Mr. [redacted] may go to his local Boscov's store for assistance with his re-selection. The defective mattress will be removed when the new mattress is delivered.Best Regards,Nicole R[redacted]Boscov's Corporate Customer Relations
My apologies, I filed that complaint before I was able to find the phone number to reach the corporate office and speak to Nicole. She was very nice and helpful. I am not sure why the email she sent did not reach me but I appreciate her mailing it out.
Regards,
[redacted]
[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 $88 purchase. If I can be of any further assistance, please let me know.
Best regards,
Patrick E[redacted]
Vice President, Boscov's Customer Relations
###-###-####
[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
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Their focus is on the leather which is not the only issue. I did call originally before the year warranty was up to discuss the problems with the leather appearance. It appeared to be disintegrating and Boscov's told me that wasn't covered under the warranty. I 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 5 reclining areas. The arms are wobbly and coming loose and the cushions are sagging prematurely. I 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 body. I 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 furniture. I am not sure they will have the expertise to inspect furniture for poor construction or manufacturer defects in this furniture. I feel that a customer can reasonably expect her leather furniture to last at least 5 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]