Boscov's believes in offering our customers outstanding customer service, whether we do something right or if there is room for improvement. I still stand by my original response to this complaint, based on our third party bedding inspector Bed Chek's report. However, I will circumvent our normal 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 credit. I will allow the customer to keep the bedding that they currently have in their home.
Please let me know if this is agreeable with our customer.
Complaint ID: [redacted]
Name : [redacted],
color="#000080" size="2">
This complaint from [redacted] 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 online. In addition, our promotions are clearly advertised as well as any exclusions that may apply. Our free shipping promotion clearly states in the header of our web page that exclusions may apply and unfortunately this was the case with **. [redacted]'s order. Boscov'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 Pennsylvania. Depending on the number of stores involved in the fulfillment process, additional shipping fees may be incurred. This was the main reason that additional shipping was charged on **. [redacted]'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 $35.00 shipping fee on Monday, July 14 2014 at 9:55 am.
Best regards,
[redacted]
VP 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. 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]
[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:
This has happened overand over. At one point, their employees made a mess of my Boscov's credit card, in trying to fix their mistakes.
At least now I have a contact at the corporate office. Local employees refused to give me that info.
Regards,
[redacted]
[redacted],
We apologize for the inconvenience that [redacted] has experienced on both clock shipments. The latest shipment unfortunately had a pendulum missing from the clock. We contacted the customer and explained that we order a new clock for him; however, he would need to return the damaged clock. He would need to do this in order for us to order a new clock. We agreed to pay for all of the shipping costs for this return. [redacted] is requesting that we send him just the pendulum that is missing on his clock. We contacted the manufacturer of the clock and verified that they do not ship just a pendulum, that the customer would need to reorder the clock in its entirety.
At this point, there are two options that Boscov's has: either have [redacted] return the clock at our expense and we re-order a new clock, or we would be more than happy to credit the account. However, in that case, he would still need to return the clock to our facility. In addition, because of the problems an inconvenience he has endured, we will also send him a $25 Boscov's gift card. This card can be used in any of our store locations, or online at www.Boscovs.com.
Best Regards,
Patrick E[redacted]
Vice President, Boscov's Customer Relations
[redacted],
This complaint filed by [redacted] has been forwarded to me for review and response. Boscov's has built its reputation on offering quality merchandise, at a reasonable price. I assure you that we do not sell junk. As [redacted] stated, we did send an inspector to her...
home to inspect the couch in question. This expense was absorbed by Boscov's. The results of the inspection stated that the problem was caused by people sitting between the cushions, rather than on the cushions themselves, thus forcing the springs through the couch, and causing discomfort.
Boscov's does stand behind the products that we sell; therefore, I'm allowing [redacted] to reselect a new set of furniture of equal value. In addition, I will waive the $75 delivery/pickup fee, plus the 10% service fee that is assessed on returns of this nature. If [redacted] is unable to find furniture that she likes, we will be more than happy to offer a full refund on her purchase. In order for [redacted] 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[redacted]
Vice President, Boscov's Customer Relations
Christina [redacted]
ID. [redacted]
**. [redacted],
In reference to **. [redacted]'s latest response, we are sorry to hear that she has rejected our offer of compensation regarding her furniture. Unfortunately, **. [redacted]'s furniture is outside of the warranty. Therefore, Boscov's nor the manufacturer are liable. We have gone outside of our normal policy and provided an inspection of **. [redacted]'s furniture at our expense. We have also made a generous offer to settle this matter. However, it was rejected. In the interest of being fair and providing good customer service, we are willing to propose one final solution to this ongoing problem. **. [redacted] originally paid $2,249.97 for her furniture. We are willing to send her a check in the amount of $1,124.99, which represents 50% of her original purchase. In addition, since the furniture in question cannot be resold and is a total loss to Boscov's based on the warranty, we will let her keep the furniture in question.
Lastly, this is the final offer that we can provide to settle this complaint. Please let us know if this resolution is acceptable to **. [redacted].
Best regards,
[redacted]
Vice President, Boscov's Customer Relations
Dear [redacted],
One of our Big Ticket Customer Service Leads reached out to **. and [redacted] today, since he had called us yesterday afternoon regarding this complaint.
We have offered [redacted] and full refund and return for the item. We will be waiving the pick up fee of $75.00. **. and [redacted] have agreed to pay a 10% handling fee and were very happy with this resolution. The refund will be issued within 2-3 business days after the return is processed. The customer is aware that it is going to be credited back to his charge card. He is going to call to have them issue a check for this credit.
Thank
you,
Nicole
R[redacted]
Administrative/Customer
Relations Assistant to Jon H[redacted]
[redacted]@boscovs.com
P.O.
Box [redacted]
Reading,
PA [redacted]
Phone:
###-###-####
Fax:
###-###-####
[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 just received the clock, and it doesn't work without the pendulum. I attached photos to show you. I have spent the last 3 weeks with this issue and want to be compensated for it please. This is rediculous.
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
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. Thank you for your help in resolving my issue.
Regards,
[redacted]
[redacted],
The customer has received a total refund in the amount of $1027.17 back onto her Boscov’s credit account. We agreed to give her a full refund for the merchandise she has in her home and give her the...
difference in price she paid when she re-selected new furniture. In addition, she will be responsible to dispose of the defective furniture in her home (or keep it if she chooses to).
The customer is happy with the outcome.
Thank you,
Caitlin M[redacted]
Boscov's 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:
###-###-####
[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:
The
warranty, implied or limited, is in reality a non-warranty with no
protection for the consumer in the marketplace. There should be a
reasonable assurance within the first 12 months to obtain relief for
manufacturing defects that have been highlighted by other consumers
through Internet media. This situation requires public exposure and a
need for legislative change at the state level. Seniors are
especially vulnerable to these business practices because of their
reliance on oral representation of protection under the one year
warranty. The selling merchant as evident in this case is a key part
of the warranty illusion.
This is being
written to provide heightened consumer awareness about purchasing
[redacted] Rocker Recliner products from Boscov’s Department store.
Our recent experience with both the store and manufacturer was
unbelievable but belated Internet research indicates a massive
problem with the [redacted] leather rocker recliner finish, loss of
color and fraying of the leather at the headrest section and arms
portions. Internet research highlights that retailer sellers do not
remedy the consumers’ problem but pass the issue to the manufacture
who effectively uses the “warranty” to excuse the manufacturing
defect as an end-user problem and use.
A concurrent
consumer problem is with the effective waiving of your rights in
signing the purchase receipt for the furniture purchase. Look very,
very closely at the limited 7 day period and additional fees that
will be charged to you the consumer for an “authorized” return.
However, the key provision that places you the consumer at a major
risk is “Furniture is covered by the manufacturer’s warranty
which will repair the product to the manufacturer’s standards.”
The specific manufacturer’s warranty is
not provided to you the consumer
by Boscov’s at the time of sale or with delivery. A corporate
representative when being challenged on the lapse of warranty
coverage stated it is the consumer’s responsibility to obtain the
warranty information from public source information.
The corporate
web site for [redacted] does provide the warranty information,
http://www.[redacted].com/content/CustomerCare/WarrantyInformation/
but read it very carefully starting with the need to go through the
seller, in this case Boscov’s. Of particular consumer interest
should be all the costs to be incurred by the purchaser on any
warranty claim – one could suspect based on the price of the
average rocker recliner chair the “costs” to the consumers
effectively denies any warranty coverage.
Again it is
important to recognize that the seller, in this case Boscov’s is an
integral part of the manufacturer’s warranty process. In our case
within 24 hours of elevating the warranty claim to Boscov’s
following an inspection report, a denial was issued. The warranty
provides “WARRANTIES
ARE FOR REPAIR, REPLACEMENT, OR SUBSTITUTION ONLY, IN [redacted]'S SOLE
DISCRETION. REFUNDS ARE NOT AVAILABLE.” The leather failed within
two months of use and the 12 month warranty was denied based on
consumer use. Independent Internet research reveals that this leather
failure has been occurring for years and denied in every reported
situation.
Since
Boscov’s heavily promotes the sale of [redacted] products (look at
the current flyer for example) I queried the corporate representative
on how many, the nature and frequency of warranty claims for this
manufacturer’s line of merchandise. Again the response was
dismissive, that the information was not known and no impact.
Independent research was established that Boscov’s as well as any
other seller is a component part of the warranty process. Why should
a merchant/seller place their customers at risk by selling a product
line with evident problems and ineffective warranty coverage?
We
are suggesting if you are considering the purchase of furniture do
your own independent research, look closely at what rights are being
given up to the merchant and manufacturer. Do not rely on
representations at the sales level and question yourself, is this the
right item and store to buy from, as a consumer you have many options
available.
Regards,
Joan W[redacted]
[redacted],
This complaint from [redacted] was forwarded to me for review and response. Please be...
advised that I
personally spoke with [redacted] in reference to her problem. First and foremost,
the security and well-being is always our number one concern at Boscov's. Based
on the agreements we have with the four credit providers ([redacted], [redacted],
[redacted] and [redacted]), it is against policy to process a credit
transaction of this nature without the card and cardholder present. We need the
card and cardholder present in order to verify the identity of the customer. In
addition, in this case, [redacted] is a third party. It is against policy to
discuss or handle a credit transaction with a third party. These 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/refund. I understand that this is
a great inconvenience to [redacted]; however, these provisions are put in place
for the security of our customers. As 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 earrings. However, we cannot do that without the cardholder
present, for the points I raised above.
Best Regards,
Patrick E[redacted]
Vice President, Boscov's
Customer Relations
Good afternoon,
[redacted]'s complaint has been forwarded to me for review and response. As Boscov's is not a wholesaler, and since we do not have a general warehouse, we ship directly from our store locations. As the packages are weighed after an order is placed, that is when...
it is determined whether or not additional shipping is necessary. At that time, the customer would be contacted and advised of the shipping fee. We can immediately cancel the order if the shipping charge is unacceptable to the customer.
Unfortunately, the item has since sold out on our website, and is not available for order. I sincerely apologize for any inconvenience this matter may have caused [redacted]. As a customer service gesture, we would like to mail a $50 Boscov's gift card to his home address. This gift card may be used within any of our store locations, as well as online at www.Boscovs.com. In addition, the card will never expire or be assessed any fees.
We hope to hear back soon regarding this offer. Please feel free to contact me if you have any questions.
Thank you,
Caitlin M[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]
I wanna know when this store got so political?!? Yesterday I was shopping in The Johnstown Pa store, in the jr's department and a woman that worked there was at the register down grading Trump like crazy! First of all they should not be allowed to do this! Not everyone is against our president and this is NOT the first time this happened. A couple months back there was a woman and I do have the names, in the lady's department that checked my mom and I out, the whole time all she did was knock Trump I almost did not finish my purchase! Will goto Altoona store next time!
me and my Fiancé bought a queen size mattress from Boscov's less than a year ago and we are already having problems with lumps and bumps in the mattress. I had the tech come out to inspect it but got no where because there was a coffee stain on the mattress that I have got out with stain remover. What would my next step be, this mattress has a 10 year warranty and it is inexcusable to have a brand new mattress less than a year old look this way with bumps and dips that measure 1-2 inches deep and don't recover back to the original flat surface ? Please Help !
Review: I went to Boscov optical for new glasses and contacts. While in the process of trying different ones to see which works best they closed the optical department. They kept all my money for the exams ($560)and never provided me the written prescriptions for glasses or contacts so I can't go anywhere else to have them filled.
I've called, been directed to a number that doesn't work, been advised they're "in the mail" two weeks ago and still not resolved.Desired Settlement: Give me my contact lens and eye glass prescriptions that I've already paid for
Business
Response:
Helllo,My name is [redacted] and I'm assisting [redacted] with this customer complaint. I have forwarded the complaint to [redacted] from [redacted], following is his response to the situation.[redacted] explained to me that [redacted] had called [redacted] three times reminding her to come in to order her contacts, as they were closing at the end of the month. [redacted] had been working with their OD on the effectiveness of her trial contacts.The most recent response from [redacted] was that they have assisted the customer in getting her RX information. They have offered to place the order and overnight the order to her, however she declined.I have put a telephone call into [redacted] myself to see if [redacted] has resloved this matter to her satisfaction, or if there is anything else I could do for her. I'm waiting for her response. If you are in need of any other information please feel free to contact me.Regards,[redacted]
Boscov's believes in offering our customers outstanding customer service, whether we do something right or if there is room for improvement. I still stand by my original response to this complaint, based on our third party bedding inspector Bed Chek's report. However, I will circumvent our normal 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 credit. I will allow the customer to keep the bedding that they currently have in their home.
Please let me know if this is agreeable with our customer.
Complaint ID: [redacted]
Name : [redacted],
color="#000080" size="2">
This complaint from [redacted] 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 online. In addition, our promotions are clearly advertised as well as any exclusions that may apply. Our free shipping promotion clearly states in the header of our web page that exclusions may apply and unfortunately this was the case with **. [redacted]'s order. Boscov'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 Pennsylvania. Depending on the number of stores involved in the fulfillment process, additional shipping fees may be incurred. This was the main reason that additional shipping was charged on **. [redacted]'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 $35.00 shipping fee on Monday, July 14 2014 at 9:55 am.
Best regards,
[redacted]
VP 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. 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]
[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:
This has happened overand over. At one point, their employees made a mess of my Boscov's credit card, in trying to fix their mistakes.
At least now I have a contact at the corporate office. Local employees refused to give me that info.
Regards,
[redacted]
[redacted],
We apologize for the inconvenience that [redacted] has experienced on both clock shipments. The latest shipment unfortunately had a pendulum missing from the clock. We contacted the customer and explained that we order a new clock for him; however, he would need to return the damaged clock. He would need to do this in order for us to order a new clock. We agreed to pay for all of the shipping costs for this return. [redacted] is requesting that we send him just the pendulum that is missing on his clock. We contacted the manufacturer of the clock and verified that they do not ship just a pendulum, that the customer would need to reorder the clock in its entirety.
At this point, there are two options that Boscov's has: either have [redacted] return the clock at our expense and we re-order a new clock, or we would be more than happy to credit the account. However, in that case, he would still need to return the clock to our facility. In addition, because of the problems an inconvenience he has endured, we will also send him a $25 Boscov's gift card. This card can be used in any of our store locations, or online at www.Boscovs.com.
Best Regards,
Patrick E[redacted]
Vice President, Boscov's Customer Relations
[redacted],
This complaint filed by [redacted] has been forwarded to me for review and response. Boscov's has built its reputation on offering quality merchandise, at a reasonable price. I assure you that we do not sell junk. As [redacted] stated, we did send an inspector to her...
home to inspect the couch in question. This expense was absorbed by Boscov's. The results of the inspection stated that the problem was caused by people sitting between the cushions, rather than on the cushions themselves, thus forcing the springs through the couch, and causing discomfort.
Boscov's does stand behind the products that we sell; therefore, I'm allowing [redacted] to reselect a new set of furniture of equal value. In addition, I will waive the $75 delivery/pickup fee, plus the 10% service fee that is assessed on returns of this nature. If [redacted] is unable to find furniture that she likes, we will be more than happy to offer a full refund on her purchase. In order for [redacted] 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[redacted]
Vice President, Boscov's Customer Relations
Christina [redacted]
ID. [redacted]
**. [redacted],
In reference to **. [redacted]'s latest response, we are sorry to hear that she has rejected our offer of compensation regarding her furniture. Unfortunately, **. [redacted]'s furniture is outside of the warranty. Therefore, Boscov's nor the manufacturer are liable. We have gone outside of our normal policy and provided an inspection of **. [redacted]'s furniture at our expense. We have also made a generous offer to settle this matter. However, it was rejected. In the interest of being fair and providing good customer service, we are willing to propose one final solution to this ongoing problem. **. [redacted] originally paid $2,249.97 for her furniture. We are willing to send her a check in the amount of $1,124.99, which represents 50% of her original purchase. In addition, since the furniture in question cannot be resold and is a total loss to Boscov's based on the warranty, we will let her keep the furniture in question.
Lastly, this is the final offer that we can provide to settle this complaint. Please let us know if this resolution is acceptable to **. [redacted].
Best regards,
[redacted]
Vice President, Boscov's Customer Relations
Dear [redacted],
One of our Big Ticket Customer Service Leads reached out to **. and [redacted] today, since he had called us yesterday afternoon regarding this complaint.
We have offered [redacted] and full refund and return for the item. We will be waiving the pick up fee of $75.00. **. and [redacted] have agreed to pay a 10% handling fee and were very happy with this resolution. The refund will be issued within 2-3 business days after the return is processed. The customer is aware that it is going to be credited back to his charge card. He is going to call to have them issue a check for this credit.
Thank
you,
Nicole
R[redacted]
Administrative/Customer
Relations Assistant to Jon H[redacted]
[redacted]@boscovs.com
P.O.
Box [redacted]
Reading,
PA [redacted]
Phone:
###-###-####
Fax:
###-###-####
[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 just received the clock, and it doesn't work without the pendulum. I attached photos to show you. I have spent the last 3 weeks with this issue and want to be compensated for it please. This is rediculous.
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
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. Thank you for your help in resolving my issue.
Regards,
[redacted]
[redacted],
The customer has received a total refund in the amount of $1027.17 back onto her Boscov’s credit account. We agreed to give her a full refund for the merchandise she has in her home and give her the...
difference in price she paid when she re-selected new furniture. In addition, she will be responsible to dispose of the defective furniture in her home (or keep it if she chooses to).
The customer is happy with the outcome.
Thank you,
Caitlin M[redacted]
Boscov's 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:
###-###-####
[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:
The
warranty, implied or limited, is in reality a non-warranty with no
protection for the consumer in the marketplace. There should be a
reasonable assurance within the first 12 months to obtain relief for
manufacturing defects that have been highlighted by other consumers
through Internet media. This situation requires public exposure and a
need for legislative change at the state level. Seniors are
especially vulnerable to these business practices because of their
reliance on oral representation of protection under the one year
warranty. The selling merchant as evident in this case is a key part
of the warranty illusion.
This is being
written to provide heightened consumer awareness about purchasing
[redacted] Rocker Recliner products from Boscov’s Department store.
Our recent experience with both the store and manufacturer was
unbelievable but belated Internet research indicates a massive
problem with the [redacted] leather rocker recliner finish, loss of
color and fraying of the leather at the headrest section and arms
portions. Internet research highlights that retailer sellers do not
remedy the consumers’ problem but pass the issue to the manufacture
who effectively uses the “warranty” to excuse the manufacturing
defect as an end-user problem and use.
A concurrent
consumer problem is with the effective waiving of your rights in
signing the purchase receipt for the furniture purchase. Look very,
very closely at the limited 7 day period and additional fees that
will be charged to you the consumer for an “authorized” return.
However, the key provision that places you the consumer at a major
risk is “Furniture is covered by the manufacturer’s warranty
which will repair the product to the manufacturer’s standards.”
The specific manufacturer’s warranty is
not provided to you the consumer
by Boscov’s at the time of sale or with delivery. A corporate
representative when being challenged on the lapse of warranty
coverage stated it is the consumer’s responsibility to obtain the
warranty information from public source information.
The corporate
web site for [redacted] does provide the warranty information,
http://www.[redacted].com/content/CustomerCare/WarrantyInformation/
but read it very carefully starting with the need to go through the
seller, in this case Boscov’s. Of particular consumer interest
should be all the costs to be incurred by the purchaser on any
warranty claim – one could suspect based on the price of the
average rocker recliner chair the “costs” to the consumers
effectively denies any warranty coverage.
Again it is
important to recognize that the seller, in this case Boscov’s is an
integral part of the manufacturer’s warranty process. In our case
within 24 hours of elevating the warranty claim to Boscov’s
following an inspection report, a denial was issued. The warranty
provides “WARRANTIES
ARE FOR REPAIR, REPLACEMENT, OR SUBSTITUTION ONLY, IN [redacted]'S SOLE
DISCRETION. REFUNDS ARE NOT AVAILABLE.” The leather failed within
two months of use and the 12 month warranty was denied based on
consumer use. Independent Internet research reveals that this leather
failure has been occurring for years and denied in every reported
situation.
Since
Boscov’s heavily promotes the sale of [redacted] products (look at
the current flyer for example) I queried the corporate representative
on how many, the nature and frequency of warranty claims for this
manufacturer’s line of merchandise. Again the response was
dismissive, that the information was not known and no impact.
Independent research was established that Boscov’s as well as any
other seller is a component part of the warranty process. Why should
a merchant/seller place their customers at risk by selling a product
line with evident problems and ineffective warranty coverage?
We
are suggesting if you are considering the purchase of furniture do
your own independent research, look closely at what rights are being
given up to the merchant and manufacturer. Do not rely on
representations at the sales level and question yourself, is this the
right item and store to buy from, as a consumer you have many options
available.
Regards,
Joan W[redacted]
[redacted],
This complaint from [redacted] was forwarded to me for review and response. Please be...
advised that I
personally spoke with [redacted] in reference to her problem. First and foremost,
the security and well-being is always our number one concern at Boscov's. Based
on the agreements we have with the four credit providers ([redacted], [redacted],
[redacted] and [redacted]), it is against policy to process a credit
transaction of this nature without the card and cardholder present. We need the
card and cardholder present in order to verify the identity of the customer. In
addition, in this case, [redacted] is a third party. It is against policy to
discuss or handle a credit transaction with a third party. These 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/refund. I understand that this is
a great inconvenience to [redacted]; however, these provisions are put in place
for the security of our customers. As 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 earrings. However, we cannot do that without the cardholder
present, for the points I raised above.
Best Regards,
Patrick E[redacted]
Vice President, Boscov's
Customer Relations
Good afternoon,
[redacted]'s complaint has been forwarded to me for review and response. As Boscov's is not a wholesaler, and since we do not have a general warehouse, we ship directly from our store locations. As the packages are weighed after an order is placed, that is when...
it is determined whether or not additional shipping is necessary. At that time, the customer would be contacted and advised of the shipping fee. We can immediately cancel the order if the shipping charge is unacceptable to the customer.
Unfortunately, the item has since sold out on our website, and is not available for order. I sincerely apologize for any inconvenience this matter may have caused [redacted]. As a customer service gesture, we would like to mail a $50 Boscov's gift card to his home address. This gift card may be used within any of our store locations, as well as online at www.Boscovs.com. In addition, the card will never expire or be assessed any fees.
We hope to hear back soon regarding this offer. Please feel free to contact me if you have any questions.
Thank you,
Caitlin M[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]
I wanna know when this store got so political?!? Yesterday I was shopping in The Johnstown Pa store, in the jr's department and a woman that worked there was at the register down grading Trump like crazy! First of all they should not be allowed to do this! Not everyone is against our president and this is NOT the first time this happened. A couple months back there was a woman and I do have the names, in the lady's department that checked my mom and I out, the whole time all she did was knock Trump I almost did not finish my purchase! Will goto Altoona store next time!
me and my Fiancé bought a queen size mattress from Boscov's less than a year ago and we are already having problems with lumps and bumps in the mattress. I had the tech come out to inspect it but got no where because there was a coffee stain on the mattress that I have got out with stain remover. What would my next step be, this mattress has a 10 year warranty and it is inexcusable to have a brand new mattress less than a year old look this way with bumps and dips that measure 1-2 inches deep and don't recover back to the original flat surface ? Please Help !
Review: I went to Boscov optical for new glasses and contacts. While in the process of trying different ones to see which works best they closed the optical department. They kept all my money for the exams ($560)and never provided me the written prescriptions for glasses or contacts so I can't go anywhere else to have them filled.
I've called, been directed to a number that doesn't work, been advised they're "in the mail" two weeks ago and still not resolved.Desired Settlement: Give me my contact lens and eye glass prescriptions that I've already paid for
Business
Response:
Helllo,My name is [redacted] and I'm assisting [redacted] with this customer complaint. I have forwarded the complaint to [redacted] from [redacted], following is his response to the situation.[redacted] explained to me that [redacted] had called [redacted] three times reminding her to come in to order her contacts, as they were closing at the end of the month. [redacted] had been working with their OD on the effectiveness of her trial contacts.The most recent response from [redacted] was that they have assisted the customer in getting her RX information. They have offered to place the order and overnight the order to her, however she declined.I have put a telephone call into [redacted] myself to see if [redacted] has resloved this matter to her satisfaction, or if there is anything else I could do for her. I'm waiting for her response. If you are in need of any other information please feel free to contact me.Regards,[redacted]