The Bon-Ton Store Incorporated

Review: I am writing in regards to an on-line order placed with Bostonstore.com. I originally placed an online order on Sunday, May 19th (order number [redacted].) I was interested in utilizing my rewards cards, as I was sent 8 cards of the 20 off $50 (total $160 off a minimum purchase of $400) at one time by the Boston Store Rewards Programs. The rewards cards would be expiring soon and I was heading out of the county and wanted to utilize them prior to my departure. I had made a few purchases at the store where I had forgotten to bring my rewards cards earlier in the day and was advised by a sales associate this would be a great day to use my rewards due to the current sales, including bonus buys which I would be able to utilize my rewards card with. I went home and spent approximately three or so hours finding items and assuring I had the proper amount to utilize all 8 of my rewards cards.

Ironically I was also able to utilize a coupon code, ([redacted]) with my order. I assumed this code just stacked onto the additional I spent above the $400.00 (8 cards), as they stack at the store. I have read the fine print on the back of my rewards cards that states they cannot be used in conjunction with any other percent off discount offer, but again at Boston Store you can use additional percent off coupons with rewards cards as additional coupons would only apply to the additional amount above the $50 purchase. Example, I spend $75 ($20 off $50 and percent off code would be applied only to he extra $25 amount above the $50.) At one point I even had a coupon code for free shipping ([redacted]) in my cart which was in fact applied to my order. When I went to place the order the [redacted] code was entered, but I was charged for shipping. I removed the code and was no longer able to apply due to an error message just stating the code was not available at this time and to try code again later. I went ahead and placed my order, as the day was ending and I did not want to miss out on the items in my cart.

Following placement of my order I immediately received an confirmation email at 11:44PM on May 19th that my order was received. My Boston Store Online Profile indicated that the order was in process as well. I contacted Customer Care in regards to the FREESHIP code via email and was advised that my order was basically not going to process. The email I received was from service representative, [redacted]. The email indicated, “Only one discount code, plus the free shipping code can be applied. You can use your reward coupons or the available discount code, but not both.” This was first knowledge that there was a problem with my order, only after inquiring in regards to a free shipping code I was innocently inquiring about.

I immediately contacted Customer Care at [redacted] and spoke with a woman named [redacted] on May 21st whom confirmed that my order was not processing, so she would send it off to management for review. I mentioned that I was not aware that code [redacted] should have not been applied, as it processed with my order. I indicated they could remove the code. I would like to mention this was my first time actually ordering from Boston Store online. I truly was not trying to cheat the system. I guess stupidly I assumed that the online system would not allow me to do something I wasn’t suppose to, as any other online vendor is set-up.

I was now informed by [redacted] that my order was not processing as there was a limit on the number of reward cards I could utilized on any one online order. There was no mention of a concern with percent off code utilized at this time. I informed that I was not aware that there was in fact a limit on the number of rewards cards utilized and requested they contact me to adjust my order and to please not cancel, as I had spent a significant amount of time placing this order. [redacted] assured me this would be passed on. I received a voice mail from [redacted] later that day informing that there was a limit of 4 rewards cards which could be utilized on online purchases of $200.00 and that my order was cancelled and I could call to place order again.

Firstly, I had several concerns with respect to the way this online order was handled. Needless to say I indicated before this was my first time shopping online at Boston Store, but certainly no where near my first time shopping online. I had actually steered away from Bon Ton online purchases, as my husband had completed several orders in the past and has yet to receive a completed order where items were not cancelled due to being out of stock.

In regards to this specific order first, I was shocked that an order would go through where there was a limit on the number of rewards that could be utilized. All other online vendors I have shopped with will not allow orders to process and will have error messages pop up in regards to what codes can and cannot be combined or utilized together. I have never in my years of online shopping had an order submit with codes that could not be processed together. I also reviewed the online Terms and Conditions of the Rewards Card (http://www.bonton.com/content/credit-account/terms-conditions/brandcontent2.htm...⇄ and no where was I actually able to find a limit on the number of cards which could be combined on an online purchase. I certainly would have either split up orders and/or would have just placed one order, opposed to dealing with my upcoming situation. Also, the section where the promotion codes are entered no where does it state a limit. It only states, “Applicable shipping discounts and credit card discounts will appear during checkout.” I believe most customers would assure that this indicates if they are valid codes, etc. they will post at checkout. All other online vendors will specifically indicate a limit on number of coupon codes, as applicable. I am also upset that it would ever allow me to add additional codes if this was not appropriate. Again, any other online store will not allow a customer to go forward with codes that should not be utilized together.

Nextly, I was shocked in regards to the customer service I received. Following my message from [redacted] I immediately contacted Customer Services again upon returning home. I spoke with a [redacted] at appropriately 6:35PM on May, 21. I explained my situation and was advised that I would be assisted in resubmitting my order and could divide my orders into two. I was thus under the impression I would obviously be replacing my order with utilizing just my rewards cards. She assured me they could go back and look up the sale prices listed on Sunday, May 19th as I was upset I had spent so much time placing an order which was cancelled by Bon Ton.

[redacted] was concerned that my rewards cards would no longer process, as they were utilized on a cancelled order. I was sent to two different numbers to inquire if my rewards cards were still valid. I spoke with an [redacted] and a [redacted] advised me that they do not handle this and were unsure as to why I was sent to them. [redacted] was able to speak with someone and advise me my best option would be to try to utilize the rewards cards and if they didn’t work I would need to call them back, as there was nothing they could do if they were uncertain if the cards would work or not. I called back to [redacted] following both conversations, as she was aware of the situation and had been assisting me. I had just begun providing item numbers to resubmit my order when the phone was disconnected. I called back one minute later and was informed [redacted] went to lunch and that at 9:00PM representatives were no longer allowed to call back by representative, [redacted].

I thus explained my situation again to [redacted]. She assisted me in resubmitting my order into two separate orders. I kept asking when we would go back and honor the prices which I had bought the items for on Sunday, May 19th. She kept stating she would go back and readjust these prices at the end of my purchases. I thus submitted both orders and reluctantly provided my credit card information. Prior to providing this I again asked confirmed that we would be going back and honoring sale prices from Sunday, May 19th and I was assured yes.

[redacted] then went though each item with me and was confirming the prices they were available for on Sunday, May 19th. At one point she informed what the adjustment amount would be which was no where near the difference of the new prices on May 21st and the prices I paid on Sunday, May 19th. I was advised that they would be unable to honor the prices on Sunday, May 19th and that the adjustments they could make were $15.00 and some change on my first order. [redacted] stated that she was aware that I was misinformed by [redacted] in regards to honoring Sunday, May 19th prices, but this was all they could do.

At this point I had been on the phone over four hours in regards to this order, not including the conversation I had early in the day. I encourage you to go back and listen to the recorded conversation, because at no point was it disclosed to me that they actually would not be honoring the prices on Sunday, May 19th. I understand policy, but again I was mislead for over four hours being bounced around from one customer representative to the next.

I am disturbed that they would allow me to go through all this trouble to later tell me they would only be doing a sort of price adjustment after they had me resubmit my orders. I would have never sat on the phone for over four hours if I truly knew I was not receiving the prices from my previous order. Honoring the prices from my previous cancelled order was the first concern I raised when contacting Customer Services at 6:35PM on May 21st. At the end of the conversation I was informed after being on the phone four hours that I could simple cancel my orders. In the midst of tears I explained my frustration. [redacted] did indicate at this time she could submit my request to corporate, but could not assure me that they would honor this. The total price differences she gave me still did not match the differences between my previous and current order. I did not fight or argue any further as it was now four hours later. I was tired and has not even eaten dinner. I thanked her for her time and hung up the phone.

I am truly baffled by this whole process. I have been ordering online for over 15 years with a vast variety of online vendors and have never had an experience such as this. Not just in this order being processed and cancelled, but in the customer care I was provided. I truly have been a loyal customer to Bon Ton and would love to continue to look to Bon Ton for my shopping needs. I certainly now know in regards to the amount of rewards cards I can use and also realize that even if a code enters that does not mean it has been accepted by Bon Ton. I also did review the Boston Store policy in regards to cancelling online orders and was a bit disturbed by this. I again understand policy, but you have to realize you have customers coming to you and looking forward to their online purchases. In some respects you are allowing a customer to submit an order and sending a confirmation in lines with an agreement of sale and depending on state law can be considered as such. Regardless of the legalities of it, I believe the first and foremost important thing is customer loyalty and services, which I feel I was lacking in this occurrence.

I have in the past heard concerns in regards to Bon Ton and online ordering, especially in relation to orders being placed and items being cancelled from orders due to no availability. I do suggest it is looked into to keep a live inventory or to offer back order, as any other company I have shopped with has done with all my past orders. If I go to [redacted], I can see if they do not have my size and can then alter and possibly get a blouse I want in just another color. I believe this would increase your sales, as opposed to losing money on an item a customer would be getting if they could pick a size/color that was indeed in stock at time of order. My next concern is that many of my items from my recent order may be cancelled after this long process I have dealt with. I would much rather wait for backordered items than to know my eight plus hours were spend in vain.

Ironically in the midst of writing this letter I received a call from Customer Service Representative, [redacted] on May 23rd. I will be quite honest [redacted] had no clue why she was calling me or any clue in respect to the situation I had just dealt with. [redacted] originally started to state that I requested a call from Customer Service. When I denied this was fact [redacted] went on to explain a whole new situation. At this point [redacted] was trying to inform me that once I receive my items (order number [redacted]) due to an error with rewards cards being placed on my order incorrectly by customer service I should be sending my entire order back to Boston Store. After my further questing [redacted] informed that she would have a manager call me back., as she was unable to answer my questions.

I received a call from [redacted]. minutes later on May 23rd the original representative I spoke to on May 21st informing that my original order was not cancelled, as they tried everything in their power to cancel it, but it did process through. She basically informed me I would receiving my original order from May 19th and my two new submitted orders and could return the original order. I truly did not care at this point as long as my orders had not been again cancelled. I thanked [redacted] for her time.

I later got to processing this information and returned a call to Customer Service as I realized none of this made sense. I spoke with a [redacted] whom informed me that the information I was provided was in face incorrect. [redacted] confirmed that my two new orders ([redacted]) were fine and were in process. [redacted] informed that the Customer Representatives were likely just reading old notes, but did confirm that my discounts for my orders did process and there was no concern in regards to this. I thank the stars that the Customer Service representatives were unable to cancel my order as I now see they were trying to cancel one of my new orders completely unknowledgeable about the situation.

To note: I have all previous order information, emails and documented contacts if additional information should be required in regards to this matter.Desired Settlement: Original order number placed on May 19th- [redacted]

New order numbers placed on May 21st- [redacted] and [redacted]

Order number [redacted]

Item number [redacted] Calvin Klein Bias Stripe Maxi Dress

Price on May21st $89.99/Price on May 19th $49.97. Difference of $40.02

Item number [redacted] Franco Sarto Outback Crossbody

Price on May 21st $73.50/Price on May 19th $49.00. Difference of $24.50

Item Number [redacted] Relativity Career Hi-Low Pullover Sweater

Price on May 21st $20.29/Price on May 19th $14.97. Difference of $5.32

Total of 69.84/Discount refund provided as outlined in email on May 22nd -$62.54

Difference of $7.30

Order number [redacted]

Item number [redacted] Calvin Klein Skinny Striped Belt Maxi

Price on May 21st $89.99/Price on May 19th $49.97. Difference of $40.02

Item number [redacted] Ruff Hewn Sleeveless Squareneck Lace Trim Blouson Tank

Price on May 21st $29.25/Price on May 19th $19.50. Difference of $9.75

Item number [redacted] Ruff Hewn Studded Boat Tee

Price on May 21st 36.75/Price on May 19th $24.50. Difference of $12.25

Item number [redacted] NY Collection Keyhold Neck Smocked Embellished Top

Price on May 21st $25.19/Price on May 19th $14.97. Difference of 10.22

Total of 72.24. Discount refund provided as outlined in email on May 22nd- $59.10

Difference of $13.14

At this point I am requesting the honoring of my original order transaction of [redacted]. The difference would be those outlined above for a total of $20.44 between prices on May 19th and May 22nd. Additional discount of 34.35 for a total of $54.79. I am asking for this only at this time due to the situation and time I have put into this situation. I still feel that Bon Ton should honor an order placed once submitted. I also want to assure that my one back ordered item of [redacted] Franco Sarto Outback Crossbody will be shipped, as I cannot imagine how I would work with Bon Ton in relation to figuring out how this will affect my order and the rewards cards I have now used which will likely be expired by the time a resolution is reached in regards to this situation.

Business

Response:

Dear [redacted],

We sincerely apologize for the issues this customer had with their order. I have contacted our e-Commerce Customer Service Manager regarding this complaint. He has made an adjustment to the customer's account in the amount of $57.54. We will be following up with our e-Commerce division regarding the number of rewards cards that can be used on one order and the other issues mentioned in the complaint.

Sincerely,

Executive Assistant

Review: I made an Internet purchase from company. I have not received my order yet I went on their web address to check confirmation and the purchase is now advertised cheaper than what I purchased it for and they will not price match it.Desired Settlement: I want the sale price that it is currently being advertised under.

Business

Response:

Dear [redacted],

The price match request was made yesterday and was approved today. The customer should receive an e-mail confirmation by end of day today.

Regards,

Executive Assistant

Consumer

Response:

[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.]

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,

Review: On 11/24/13 I purchased 3 maternity items on the BonTon website with my debit card. Shortly thereafter, my debit card was compromised and I had to shut down the card. I received my order, and 2 out of the 3 items I ordered were defective. I contacted my bank to see what would happen if I returned the items, and I was instructed to ask for a gift card or check because the debit card account number ceased to exist and I wouldn't get the credit. I called BonTon, explained the situation, and was told to write a note on the return slip explaining my situation and requesting a gift card in lieu of a credit to my account-- which I did and have a copy of. The company received the returned items on 12/18/13. On 12/21/13, I called to inquire about the status of my order- I was told that it takes 7-10 business days for processing and to call back on or around 1/3/14. In the meantime, the employee, [redacted], stated that she would place a note on my account indicating that my debit card number was stolen and I should receive a gift card. I called back on 1/9/14 and was informed that I "received a credit on my account," -- which I did not because the account was closed. The employee, [redacted], indicated that there was a note on my account indicating that I should receive a gift card in lieu of a store credit. She stated that her supervisor would call me within the following 24-48 hours. I never received a telephone call. I memorialized everything in an email to customer service dated 1/15/14, and never received a response. I have copies of my receipts, return slip, and email correspondence.Desired Settlement: The 2 items I returned total $52.36. Originally, I requested a store gift card. Given the poor customer service, I would prefer a check or a generic gift card ([redacted], etc.) as I have no desire to do business with BonTon in the future. If a store gift card is the only option, at this point, I will take it.

Business

Response:

A Virtual Gift Card has been sent to the customers email address on file with the order of $52.36.

Review: I purchased a Wacoal bra on April 29, 2013 (based on bank statement)at the store. The bra is expensive and the wire in the bra had started to come out of the bra. I contacted the store and spoke with one the store managers and ask what was my recourse for a refund because it was so long after the purchase and I no longer had the receipt, but I had my bank statement verifying the purchase. The store manager told me to come into the store and ask at the counter for the manager on call/duty because she would alert them of my issue and that I would be in within the week of my call. I went into the store on July 12, 2013 to return the bra. I told the customer service representative that I needed the manager on call/duty. She asked what I needed and shared with her what I needed. I had already pulled the same bra from the rack to show price and sku number. The customer service representative did not call for a manager and proceeded to process my request and since I did not have a receipt only my bank statement information, I was issued a store credit in the form a gift card in the amount of $40.84. To my dismay, the gift card was voided by the [redacted] prior to my use. I have contacted the store only for them to tell me that I must talk to loss prevention, [redacted]. I have left her several messages to not receive any return calls to find out what has happened and what is going on. I no longer have my merchandise, nor my money and I cannot get any answers, except for that the card was voided and nobody knows why. Now I am getting the run around and I am fed up!

Product_Or_Service: Wacoal BraDesired Settlement: DesiredSettlementID: Refund

I would like for my money to be refunded. The initial response to my inquiry when I contacted the store was to refund my money when I returned the merchandise. I provided them with the documentation that I paid for the merchandise, I returned the merchandise and accepted the store credit in good faith.

Business

Response:

Dear [redacted]

I have spoken to this customer and we were able to resolve the issue with the merchandise credit.

Sincerely,

Executive Assistant

Review: I placed an order with Bon-Ton on 2/5/2014 at 1200 hours. Within an hour, I called to cancel this order. I was denied this service. The customer service representative said this order had been "confirmed" however not shipped. They claim they were unable to cancel this order. On my email confirmation of the order, it states "Your credit card will be charged at the time when the merchandise has been shipped." When I looked at my credit card activity, I had been charged, it seems from the moment the order was placed. The item was not shipped until the following day of 2/6/2014.

I find this activity very dishonest. My credit card was not charged when the item was shipped, per their policy, but instead when the order was placed. This was a very dishonest business practice by Bon-Ton. Because of this, I would like my total charges refunded in full. I also want to return the items as I will no longer will participate with this company. I would like a pre-paid shipping label to return their products, not the return label their company provides with the customer being responsible for return shipping. This error is due to Bon-Ton not myself.

An additional note, the customer service representatives of Bon-Ton are of no help to customers. It seemed in their eyes, the customers are always wrong. They were unable to compensate anything and were of zero help.Desired Settlement: Full refund with pre-paid shipping label provided for (2) packages as well as a time set up with currier to have these items picked up at my residence. They are too big to be placed in a drop box.

Business

Response:

The customer was not charged until the item shipped. His bank put a pre-authorization onto his card. This is standard practice for most if not all credit card companies. Below is a copy of our cancellation policy as seen on the Website. I do not believe any further action is needed on our part.

Canceling Your Internet Order After The Order Has Been Placed

If you have sent your order, call the Customer Service office at ###-###-#### to cancel your order. Please note that your order may begin processing immediately after you place your order, and it may not be possible to cancel the order.

Review: Worst costumer service I've ever dealt with!!! I ordered a a product from them Dec 2nd. On the 3rd I called to cancel the order because someone had ended up buying us this product for Christmas, and Bon ton told me that I had to just reject to sender and as soon as the product returned then I would be issued my refund. Which I did. it arrived back to the warehouse then on Dec 16th. I've probably called their service 20 times by now. I still have NOT received my refund back. Every time I ask to be transferred to a manager or corporate they will not do so. The lady [redacted] I had been emailing in December was very rude and not helpful at ALL! She even stopped replying to my messages. Every associate I have been in contact with tells me that they have processed for me to get my refund and yet It still hasn't been processed. When it comes to the date I should have received my refund I call back and get the same response of who ever I last was in contact with never submitted it yet again. Bon Ton stores and all of their affiliations are terrible and I suggest that no one ever buys from them. They have no concept of time when they need to refund someone money for an object in THEIR possession. Yet they can take your money out as soon as they order. They need a WAY better system for online orders/refunds/returns. They still owe me almost 200 dollars. I think if you've waited over a month for your refund that they should be giving me some type of compensation or interest. I or anyone I know will NOT be buying from any Bon Ton store ever again!Desired Settlement: Get a better refund/return/online system. and be refunded my money.

Business

Response:

A credit was issued to the customer on 1/15 for the total amount of $189.97.

Review: I ordered a white [redacted] bed from Boston Store. It was delivered late Saturday, 5/10/14. I called their Customer Service (Bonton Furniture Service) at ###-###-#### early Monday morning to let them know I did not feel the paint finish was right, because the paint on every decorative (metal) piece is thick and lumpy. This is not like the beds on their showroom floor, nor like the two [redacted] beds I previously ordered. I asked for it to be replaced with preferably a white bed, but any with a smooth finish that looked like it retailed at what this was suppose to cost. I offered to send pictures, but they said they would have to send someone out to inspect.

The technician finally came 5/20. While walking in from the parking lot, I told him the problem. He indicated to me that he didn't really have a background in painting and finishing, there was nothing he could do, but he could take pictures. I don't recall his exact words. I showed him two beds in my home, so he could see the difference. Later that week I made several calls to Customer Service asking for status. I learned he had reported it was "within specifications" and that they had sent the report and pictures on to the manufacturer. I made 4 or 5 more calls over the last two weeks, and I know that Customer Service had to follow up trying to get a response from the manufacturer. Today, I received a call that the manufacturer had said it was within normal range for a matte finish, and that the CSR was sorry there was nothing she could do. We arranged a pick-up for 6/14/14.

The Special Order Policy is that a full refund will be given only if the merchandise is received damaged/defective or not manufactured according to order specifications. Customer preference returns will be credited at selling price less the 30% non-refundable deposit and any delivery and warranty fees--in my case approximately $275.

This is not a case where I changed my mind about wanting a white bed. I feel that I had a reasonable expectation that no matter what the color, that the quality of the finish would be (smooth) like those in the showroom and the two previously purchased. In my view it is defective.

I called the CSR, to speak to her Supervisor. I told him I felt the circumstances were not changing my mind, but poor quality. Because of what the tech said to me, I questioned the tech's expertise on the subject. I felt that once the tech BonTon sent had said it was within specs, of course the manufacturer wouldn't do anything. The Supervisor defended the tech saying that he had done some finishing on wood, and that both the tech and manufacturer had determined it was within the normal range, and the 30% + shipping would be forfeited. He acknowledged that I was not satisfied, but they were HELPING ME OUT by picking it up. I told him I had pictures, and I would send them to the Revdex.com to see if a third party thought this was normal.Desired Settlement: After almost 4 weeks and 10 phone calls, I just want a full refund.

Business

Response:

We will contact the customer and issue her a full refund.

Consumer

Response:

[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.]

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,

Review: Bonton has charged me for items that I have not received from their company and after 3 months of talking back and forth with them and being told on several occasions that this issue would be resolved, it still has not been.Desired Settlement: Bonton to credit my account the correct amount

Business

Response:

cust has been issued credits on 8/20/14, and 9/25/14 which could be showing from [redacted] location [redacted] for the return of this item.

Review: Ordered item with guaranteed Xmas delivery. Still have not received and little action being taken on their part.

I ordered a [redacted] 50/Long black suit coat before Christmas with guaranteed Xmas delivery. Wrong item was sent to me so I sent it back. I have called numerous times and it still has not been sent. I was lied to over a month ago and told it had been sent. Twice when I have called they tell me that a supervisor will call me back, but that has never happened. They tell me there is plenty of the item left in stock, but for some unknown reason it just is not being sent out to me. When I call, which is weekly, they tell me to call back next week because there has not been enough time to process the order. It is now almost March and I still do not have the suit jacket and it still has not been sent out. I called this morning (2/21/14) and they told me a supervisor will call me in the next 24 hours, which I have been told before. I will be terminating my order if I do not have a call by this time tomorrow. The customer service has been very inconsistent and I should not be lied to about the status of my item.Desired Settlement: I would still like to have the item shipped to me. However, if I have to make one more phone call to them I will be terminating my order. I would then like a full reimbursement for the item. In addition to this, for the large inconvenience and the fact that I did not and still do not have this person's Christmas gift, I would also like store credit to use in store so I am able to find them a gift at Boston Store's expense.

Business

Response:

A full credit for the coat was issued on 2/27/14, we have created a new order # [redacted] which is for the coat that was originally ordered at no charge to the customer.

Review: I purchased a 4oz bottle of [redacted] cologne as a Christmas gift on 12/5/13. However, the site priced it at $71 but when it was selected and placed into the basket the price lowered to $50. With the 10% discount it went further down to $45. The company intentionally sent out the aftershave. I phoned them and was sent a return label. They received the return on 12/18/13. I again phoned them on 12/20/13 and spoke with [redacted] who first refuted the price and tried to say the sku numbers were incorrect and I did in fact order the aftershave. I informed her of the site's erroneous pricing she became infuriated and promised to honor the price. She then asked me for my credit card information. I questioned that because they had not refunded the money for the return. I then asked if I would get the cologne before Christmas reminding her that the error was theirs. [redacted] then said she would send the package 2nd day delivery. I was given a new order number that does not exist [redacted] and was charged an additional $45. I called today, 12/23/13 and spoke with [redacted] could not locate an order or tracking number for the new order placed. [redacted] went on to say that the order was not placed and a package was not sent. I am completely inconvenienced because I had plans to buy gifts with the additional $45 I was charged to purchase the correct item. [redacted] could have send out the cologne without charging me a second time because they were in possession of the $45 I originally paid on 12/7/13.

I checked the website for two weeks and the cologne had the same pricing error. On Friday, 12/20/13 the cologne was removed from the site. I checked again today 12/23/13 and the cologne was added with the same pricing error. This is not the first time this company has made a pricing error. There were boots from Born that were originally $165 marked down to $29.99. The company realized the error and sent out notices that the item was no longer available. Two weeks later, the same pair of boots were on the site for the original price of $165. In the brick and mortar stores pricing errors are honored and should not be any different for ecommerce.Desired Settlement: A complete refund of $90, an apology and a gift card of $50 for inconveniencing me.

Business

Response:

The customer did not order the correct item. She was credited for the item in question on December 22nd. There was not a second order for her at any time. In addition, this product did not have any pricing error and was not adjusted in any way in our system. Since the customer was credited for the one order, and there is not another charge for her, the matter is considered close and there will be no need for additional action.

Review: 12/15/14: Tracking shipment shows delivered, but package not received.

12/20/14: After checking with neighbors/building management, I contacted the store. A representative assisted me in filing a claim and assured me there would be no issue with getting a refund, however we had to wait for a [redacted] investigation.

12/22/14: I emailed the company to confirm a claim had been filed. They confirmed.

12/27/15: Received call from [redacted], and I told them that I never received the package.

1/7/15: I emailed the company again requesting an update. No response.

1/16/15: I emailed the company again, requesting an update. They responded that they closed the investigation and are refusing to refund me claiming that [redacted] says that I acknowledged receipt of the package. I never did.Desired Settlement: Refund for goods not received in amount of $39.99.

Business

Response:

The initial [redacted] claim did come back with [redacted] stating that "Customer acknowledged receipt of package." The customer received an e-mail stating this. Per [redacted] guidelines and policy, the customer was told to contact [redacted] to reopen the claim. On the evening of January 19, we received the results of the 2nd claim and processed the credit for the claim on January 20. The customer will receive an e-mail showing approval of the claim.

Review: I have a complaint regarding a purchase I made on Black Friday. I purchased three pairs of boots totaling 92 bucks and some change. After I purchased the order, I realized that I went over my budget thus making have to call and cancel the order. I called 11/29 the same day of the purchase, to cancel, I was assured that this order was cancelled, I saw the first of what would be three separate transactions for one collective order. I called Bonton when I saw the first charge from them to explain that I cancelled this order and explained that I cancelled that order the same day I made it nothing happened. Needless to say the charges kept coming thru and as each individual charge came thru, I was charged an additional 29.00 from my bank. Now this is not fair to me seeing that I cancelled this order 11/29/13. I also made several calls to assure that this order had been cancelled. I called Saturday 11/30 Monday 12/2 and today 12/3 about this order. no one I spoke to has cancelled this order! Due to the negligence of your customer service representatives and the fact that your company billed my card three separate times, for an order I made as a collective unit, I have been charged 90.00 in over draft fees for an order I cancelled the same day I purchased it. This is unfair to me and I would like to be refunded the order as well as the fees. None of this shouldve happened especially when I cancelled the order on the same day.Desired Settlement: I want to be refunded the overdraft fees that I have incurred beause of their negligence in not cancelling the order. This shouldn't have happened at all and its causing me a lot of stress as well as time.

Business

Response:

Dear **. [redacted],

I had our e-Commerce department look into this customers complaint. This customer first called our customer service line on 12/1, not 11/29 as stated in her complaint. She did not ask to cancel. She was inquiring as to why only 1 item shipped. The representative explained there would be 3 deliveries. The customer then asked if she would be charged the full amount. The representative explained that she would be charged for the shipped item and would not be charged for the other 2 items until they shipped. The customer called again on 12/3 claiming she cancelled the orders. Her story changed several times during the 19 minute call.

We are sorry the customer found her self in the position of having insufficient funds in her account when she placed the order. We will be calling the customer to explain to her that we will not be refunding her overdraft fees.

Sincerely

Executive Assistant

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I would ABSOLUTELY LOVE to hear what they "claim" I called about. I called just as I stated , there's no need to lie about it.I called just as I stated to cancel the orders. How dare them make an accusation such as this to make the**elves look right in a very wrong situation. They have lied about the whole situation in order to save face. I spoke to several untrained staff members and no one heard me say cancel? Seriously? They need to train their staff and explain to them what cancel means. SOME NERVE!

Review: I did an order with this company on 11/12/2013 for order confirmation number [redacted] I purchased the item. My cousin also purchased the same exact item the next day and she is reciving her item today. When she told me this I called customer services to ask when I would be reciving my item and the stated that my order was cancelled because the item was out of stock. I don't understand how the item could be out of stock for me but not for my cousin who order after me and I have a conformation. I didn't revice an email stating that they had cancelled my order and the customer service rep I called [redacted] said that she didn't understand why either. I asked her diffrent questions and she couldn't anwser me so I asked to speak to a supervisor she proceeded to tell me that she has to send an email and see if they can approve for a supervisor to get in contact with me which I think is a little ridicoulus. I am really upset because I was waiting for this item and passed on buying it elsewhere when on sale because I belived mine was on its way. I would have never known there was an issue if my cousin hadn't told me she was reciving hers today and I hadn't called.Desired Settlement: I would like for them to send me the item I ordered at the price I ordered it.

Business

Response:

Dear [redacted],

We have researched this customer complaint. The vendor who ships this product had pulled their inventory of this cookware set and therefore we had to cancel her order. She should have received a cancellation email which may have gone into her spam or junk folder. No other orders were placed after November 12 for this set.

We apologize for any inconvenience this has caused. I am sorry that we are not able to honor her request for this set.

Sincerely,

Executive Assistant

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I didn't get an email from them I checked all folders and they also said they didn't send one out when I called. And they are lying because my cousin purchased the same exact one a day after me and she recived hers.

Regards,

Review: Years ago I dropped off my payment at the [redacted] store and it was not posted until the next day which then made it late. All of the charges that they are trying to collect are interest and late fees for a bill that was paid on time.Desired Settlement: I want the account adjusted to reduce all the late fees and interest since I paid the bill timely and my credit report taken care of from this debt that I don't owe

Business

Response:

I have spoken to this customer regarding this matter. She could not tell me how many years ago this payment was made. We have changed companies who handle our credit service several times in the past couple of years. We have checked with [redacted] and [redacted] and they have no record of an account for this customer. I sent her an email on 5/21 requesting the account number,the amount owed and the name of the company contacting her for payment but she has not responded.

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because: I did speak with a women on 5/21 and have been waiting for an email from her . I did not have my records with me when I spoke with her as I was grocery shopping and don't know as I type this message that I have what she wants at home. When I spoke with her she was going to email me and I was going to try to give her the account information I have. The account information I have with me right now is; it was a [redacted]'s Singature care and this is an account with [redacted]'s they should be able to provide me with what they think I owe and from when. The purchase I made was paid for in full, an employee of theirs did not receipt it timely and that is not my fault. All of these charges are late fees and interest which is absurd when I made my payment timely !!!! Regards,[redacted]

Business

Response:

Hi [redacted],

With regards to this complaint, we have resolved this issue. We are recalling the account from the collection agency and are having the credit reports corrected. It should take approximately 45 days.

Executive Assistant

Consumer

Response:

[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.]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 will accept this once it is complete and I will follow up with my credit report and if it is not properly I will file again, thank you.Regards, [redacted]

Review: I ordered an item on 12/23 and paid extra shipping to get it to me by 12/27. I was notified that the order shipped and I would have it by 12/26. Thena , few hours later I received an email telling me that the one item was wrong in inventory and they didn't have any left in stock. I called in on 12/26 in the a.m. and talked to a person at the customer service number listed on the e'mail and she told me that they would price match if I could find the item at a Younkers store. I had her check the inventory for the store I was going to and found they had some in stock. She said to pay for it at the store with my Younkers credit card and that after I purchased it to call in and they would price match it and credit my credit card for the difference. I did purchase it and called in on Monday, 12/30. After spending more than 1/2 hour on the phone, and explaining myself several times, I finally hung up as I was getting no where. I called in later in the day and asked that a manager call me. That was Monday and to date I have heard nothing. Now today I called again and was told there is nothing I can do. On top of that, I received my credit card bill and was charged for the pots and pans I never received. They won't do anything but let me dispute the charge. I have never had such bad customer service in my life. First they won't honor their word about the price match and then the other ite** I ordered arrived on 12/30 - long after the date I paid to get them (and christmas was over). If they treat all customers like this, I don't know how they get customers. I am cancelling my credit card as soon as this is resolved!!!Desired Settlement: I want the pans I bought and paid for to be price-matched and a refund of $40 on my credit card. I want the credit card charge of $64+ off my credit card; and I want the $10 shipping I paid for reimbursed.

Business

Response:

January 8, 2014

Review: Bon-Ton Order [redacted] was placed on 09/03/2013 for "Guy Fieri Nonstick 10-pc. Red Cookware" Set, the company cancelled the order because they don't want to honor the price and coupon $42 - $25 (coupom) = $17 and they cancelled the order with the wrong reason that item is not in stock.. Item is very much is stock and they cancelled all the orders with this offer. They just don't want to honor the price and the $25 coupon. Very bad business practice.Desired Settlement: Deliver the item with the advertised price $42 - $25 (coupon) = $17.

Business

Response:

Dear **. [redacted],

We apologize for the issues with **. [redacted]'s order. We have reordered the item and sent an email to **. [redacted] notifying him of the order.

Sincerely,

Executive Assistant

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I have not received any email or notification regrading reordering the item from Bonton.

Regards,

Business

Response:

**. [redacted],

The order processed overnight and the email will be resent this morning. **. [redacted] should be sure to check his junk mail or spam folder if he doesn't see the message in his inbox.

Regards,

Executive Assistant

Review: I followed a link in an email advertisement to the younkers.com website. Younkers stores are a division of Bon Ton. I was searching for KitchenAid mixers when I saw a Artisian 5qt Caviar Stand Mixer with Free Food Grinder Attachment advertised for $249.97. I clicked on the offer, and when the page loaded, the price had changed to $349.99. I called the Bon Ton customer service line, and I spoke with someone named [redacted]. He informed me that he could also see the $249.97 price online, however, their system showed a price of $349.99. He informed me that due to new "system limitations" he could not change the price to match what was advertised on the website. I asked to speak to a supervisor regarding the pricing, and no supervisors were available at the time. He took my information to see "if" a supervisor could call me back. I highly doubt that will happen, and on top of false advertising, this is one of the worst customer service experiences I have ever had. I have a screen shot of the original, advertised price if that needs to be provided.Desired Settlement: I expect Bon Ton to match the original, advertised price of $249.97 for this item.

Business

Response:

Dear [redacted]

I have checked with our e-Commerce Customer Service Manager who researched this customers complaint. The only KitchedAid Artisan Mixer for the price of $249.97 on the day this customer shopped was the Sunshine Yellow color. This was a closeout item and part of a flash sale. The Artisian Caviar was $349.99, reg. price of $415.00.

We apologize for any confusion regarding this item.

Sincerely,

Executive Assistant

Review: I purchased [redacted] Night repair synchronized recovery ONLY because they had promotion buying one I will get another 1 fl oz for free.But when I received the shipment, only one of the night repair serum came and the free item wasn't with it. So called the customer service, the supervisor name "Jerry" were keep telling me the promotion was only while supplies last and even not giving me a chance to explain the situation. Even when I found a chance to explain, she was keep interrupting and keep telling me the promotion was only while supplies last and if I am not happy with the purchase I have to pay for the shipping . But when I was making the purchase online, the purchase process went through showing me what I would receive including the free night repair serum. I am not only disappointed with their scheme like promotion, letting people buy without they providing what they advertised, they are letting the customer to got through the hassle including paying for the return shipping.I AM JUST SOOOOO NOT HAPPY WITH THEIR WAY DOING THEIR BUSINESS AS MUCH AS THEIR CUSTOMER SERVICE!!!!!!!

Product_Or_Service: 10/24/2014

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I was suppose to receive 2 [redacted] Advanced Night Repair.I only received one, so I requesting to send me the second one as it was advertised.

Business

Response:

We have researched the problem regarding this order. The customer selected the incorrect size when making her purchase of the [redacted]. In order to receive the 1.0oz free [redacted] face serum, this customer needed to purchase a 1.7oz [redacted]. The customer's order shows that she purchased a 1.0oz size which did not qualify for the free gift.

The Bon-Ton Stores, Inc

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:The promotion on Bonton's website was purchasing of 1 fl oz or larger advanced night repair to get free items. I have checked multiple times before making the purchase that the qualifying size of the item to be 1 fl oz or larger. I'm not sure if the website had a mistake advertising the wrong size to be purchased to be qualified, but at the time when I was making the purchase, 1 fl oz was the correct size to qualify for the free items.

Regards,

Review: Herbergers Dept Store:

CRAPPY CUSTOMER SERVICE!!!

To whom it may concern:

I am extremely disappointed with a situation I am currently involved in with Herbergers.

I placed an order on line a while back (don't have exact dates in front of me).

I received partial order. I immediately called Herbergers to notify of missing product. I got an apology and a promise that the missing item will be shipped to me immediately. I was told I would get an email confirmation once item shipped.

Approximately 2 weeks, still no email. So I called Herbergers a second time. I got the same response. I was apologized to and told the order would be expedited and shipped immediately.

Well, another 2 weeks (approximately), still no sweater.

So, the third time I called Herbergers and the third response I got was that the item was out of stock. So, I was then put on hold for approximately 15 minutes. The customer service rep came back on the line and said it was NOT out of stock but quantities were limited. HOWEVER, that before he could do anything (as order the item again, or issue a refund) that I would have to call them a 4th time and request it because their policy is that they wait at least 10 business days before re-ordering or issuing a refund.

So, I asked for a supervisor. The same person got back on the line and said he talked to his supervisor and the supervisor confirmed what he had told me. In other words, you can not to to my supervisor because he will only tell you the same thing.

So, I'm telling you HERBERGERS, that your customer service STINKS and once this situation is solved, I for one will NOT shop with you again. THat is MY policy :(Desired Settlement: I want the sweater I ordered in a timely manner. I do not have time to call for a 4th time to request my item. I have already paid for it and I want it immediately with no more run around!

ALL DATES PROVIDED ARE APPROXIMATE! I do not have all info right in front of me.

Business

Response:

Dear [redacted],

We sincerely apologize for the difficulty [redacted] had with her order. We have researched the matter and the vendor states that they had shipped a replacement. We have re-ordered the sweater today and are issuing a credit in the amount of $25.20.

Again, we apologize for the issues [redacted] had.

Sincerely,

Consumer

Response:

[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.]

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,

I ordered 4 boys sweaters using a coupon for $50 off when you spend $100 that THEY sent ME. If not for this coupon, I would not have ordered these here as the selection was limited. This also got me free shipping as it was over $25. Sounds awesome, right? Here's the next chapter of this story. Two days later, after the coupon has expired, they send an email saying they're sorry for any inconvenience but they are out of the size I need in one of the sweaters and have refunded me the cost. I need the fourth sweater, so I find another sweater for the exact same price and call them to ask that they honor the coupon with this sweater because THEY cancelled that part of the order not ME. I also wanted free shipping like before. This should really be an easy request. I'm not asking for anything they didn't already agree to and they were the ones who didn't carry through. If the situation was reversed and I cancelled any of the components of the order, I'd be willing to bet they would rescind the deal. I was on hold off and on for 30 minutes, while my costumer service rep. tried to sort it out. First, she came back and said that her manager had said they would not do this. When I asked to talk to her manager, I was told it would be at least a 20 minute hold for that. When I said I didn't have 20 minutes after already being on the phone for 30 minutes, she took my number and assured me that someone would call me back within 30 minutes. That was an hour ago