The Bon-Ton Store Incorporated

We apologize for the issues with this customer's order. We have loaded the $26.27 back on the card and will leave him a voice message once it is ready to use again.

The hat that was ordered along with the scarf unfortunately has been sent back to the vendor since this is the end of the season.  We have issued a credit for the scarf that was sent and ordered at the same time of the hat.  Unfortunately there are none of the hats available at this time.

We have processed a reship for the missing items that were taken out of the customer's shipment.  This customer should file a police report to make them aware of the theft of his previous shipment.

We have spoken to [redacted] and resolved the issue.

I am sorry your packages were stolen but we are not responsible for stolen packages.  FedEx says they delivered them so you will have to file a claim with your credit card company for the stolen packages.

The BonTon Stores, Inc, is the parent company for Carson's.  The merchandise was sent from two different locations.  If we can't fill all of the order from one location, we will source it from another location.  The first shipment was credited on 9/5.  The remaining shipment was...

credited today.  Please allow 3-5 business days for the credit to show on the account.

We apologize that you were not able to obtain the shams for this comforter.  We have left you a voicemail to contact us.  We cannot guarantee that we will be able to locate any of the shams.

The credit was issued today 5/19/14 the transaction is [redacted] $30.00 please allow 2-3 business for this to process.

We apologize for the inconvenience this may have caused this customer.  I asked our credit service provider to look into this complaint.  After reviewing their records, they noted receipt of the $100  payment on 4/20/14.  Payments are processed the day they receive them. ...

The $26.00 dollar late fee was credited back  to this customers account on May 2, 2014 and will show on her next statment.

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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]

[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 have contacted both of the credit cards and placed a dispute on these charges Tuesday morning. It has been three days and you have yet to cancel them on YOUR end. I am over the fact that you cancelled my order and have poor customer service, I just want you to take the time to actually cancel the charges. This is the worst excuse for customer service that I have ever experienced.
Regards,
[redacted]

There has been a systematic glitch identified where a coupon and sale discount is being removed from an order when multiple of the same UPC is ordered. This is being corrected. This caused a secondary pre-authorization of $45.46 to occur on this order - the discount for the 2 items.
The customer...

was credited $22.73 on 5/6 for one of the items' discounts. The other item was canceled so there is no charge on the order as we do not charge until shipping. An e-mail confirmation of this credit was sent on 5/6. In addition, the customer was informed of the credit when she called on 5/5 and on a reply email to our Customer Service Inbox on 5/6. The total charge to the customer was $103.09 - which is accurate with what the customer is receiving.

[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 company refuses to accept any accountability for the fraudulent charges. I understand from an IT expert that phishing adware was attached to my browser and personal information was collected by Bon Ton. The individual that contacted me from this company was extremely condescending and unconcerned with the issue. He (Chris H[redacted]), advised "your bank will take care of it". Completely unconcerned that his company is accessing/shipping inventory via stolen credit card information. When contacting the customer service dept for Bon Ton agents and reps refuse to offer ID numbers, (they are advised not to offer this info), cannot explain the processes (referred to the fraud as Risk Management), nor refer the caller to a corporate telephone number (they don't have corporate telephone numbers).  These type of business practices and processes should be illegal. The ONLY time I've received a follow-up from this company was AFTER I contacted the Revdex.com.My bank has advised this company to NOT authorize the charge to my card, but to date have received no response nor cooperation. This company charged my credit card and shipped the inventory all less than 9 hours. This is quite suspicious to me, especially after reading reviews of their shipping/verification process.  I will continue to speak, write and advise consumers about this company, its practices, and lack  its lack of support, empathy and professionalism. I believe that this company preys on consumers both legally (via adware) and illegally via theft.
Regards,
[redacted]  in

We sincerely apologize for the communication errors on this order. We have credited this customer in full for the item.

A credit in the amount of $3.60 was processed on June 27. Please allow 5 - 7 business days for the credit to show on the account.

------ Forwarded message ----------From: P***,...

Pamela<***@bonton.com>Date: Wed, Jan 25, 2017 at 6:13 PMSubject: Response to your VM regarding *** *** *** (Revdex.com Complaint #***)To: "***@myRevdex.com.org" <***@myRevdex.com.org>Cc: "P*** Pamela" <***@bonton.com>Hello ***,In response to your voice message, received today, it appears that *** ***’s wife spoke to one of our Customer Service agents, DonnaG***, regarding the shams. I’ve attached the information from their conversation for your reference.  We sincerely apologize there are no shams available to match the comforter and hope the recommendation that Donna provided to *** *** gave her an alternative solution.  Also, please be aware that a credit was issued to the ***’s for the purchase of the comforter because we could not fulfill their request for the matching shams. I hope this provides you with the information you were seeking. Let me know if you have any other questions,

We have spoken to the customer regarding the denial on returns and have indicated to her that we will honor the returns provided she sends them back according to the return shipping instructions. As for the items in her order, we show that 3 of the items have been returned already and there is one...

item due to be delivered via USPS tomorrow, December 13.

[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]

This customer used the coupon on her first order and we cancelled that order because of an invalid coupon; coupon was only valid in stores. The customer called back to place a new order for the cancelled one and the coupon code would not work because it had been used already and was a one-time use...

only. Her second order was not cancelled because the coupon would not apply and we could not override it. The overdraft is the customer's responsibility. We placed a pre-authorization on the account for the amount of the second order which showed the funds were available but the customer was not charged until the items shipped.

We sent the customer an email on January 22 and have not received a call or email from her.