The Bon-Ton Store Incorporated

Boston Store cancelled my online order after they failed to honor a coupon code they provided to the public after they realized it was not financially advantageous to their business. They had no problem accepting my payment. Customer service lied and said my order was out of stock. Never shopping there again.

Review: Bon-Ton offers Cyber Monday promotions which are $50 off $100 a regular or sale price purchase and 30% off a regular or sale price purchase (I know the promotions don't stack). I tried to add many different items from different categories and nothing is eligible for the promotions. It seems most of the items are excluded from the promotions. I wonder what the point? It seems to me this is a seriously misleading promotion. I'm serious when I said nothing is eligible for the promotions.Desired Settlement: Nothing is eligible for the promotions. I tried to add many different items from different categories and nothing is eligible for the promotions. A fine for misleading promotions and an apology.

Business

Response:

Dear [redacted],

We apologize that this customer was not able to use the $50 off $100 successfully on line. We couldn't tell what he tried to select. There are certain categories that are excluded from coupon use which include doorbuster, bonus buys, yellow dot and black dot merchandise as well as tech/electronics. There was a large category of items which he could have used the $50 off $100. Again, we apologize.

Sincerely,

Executive Assistant

Review: I ordered the products online and never received two items out of 5 items. I have contacted Boston Store customer service numerous times in the past 2 years. They promised to investigate and will let me know the resolution. I never received a call unless I contacted them again. Now I was told the refund was denied because the order is over 2 years old. This is a unacceptable response as the customer service computer system has record of my conversation with their staff over the past two years. They denied the refund because of their inability of resolve the issue for me despite my efforts of contacting them. It does not make any sense.Desired Settlement: Apologies and gift card to make up the lost of my time and effort. Disputed Amount:$13.20

Business

Response:

According to our records, the order in question, pants and a bathing suit bottom, was delivered via the Post Office in November 2012. Unfortunately, we cannot retrace this package due to the time frame. We will credit the customer’s house card for the 2 items since we cannot confirm the aged order. Transaction details. [redacted] $13.88

Review: Bon-ton lists a certain mixer (info below) on [redacted] shopping for $100 less than you can actually purchase the item on their web site. Their web site also lists the lower price in the sidebar, but when you click, the price jumps by $100. When I called customer assistance, all they could say was "the website is being updated and prices are out of sync. I have screen shots of the [redacted] page and of bon-ton's own webpage showing the lower price.

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Closeout! KitchenAid® Pro 550 5.5-qt. Empire Red Bowl-Lift Stand Mixer with Flex Edge Beater

Item: [redacted]

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I would like them to honor the lower price ($249.97)Desired Settlement: I would like them to honor the lower price ($249.97) on the item above.

Business

Response:

Dear **. [redacted],

I have contacted our e-Commerce department regarding this complaint. This pricing on the mixer was a Doorbuster price from Saturday however, we will honor the price as it appears the pricing did not refresh on this customers browser. Custormer service has left a message for the customer stating that we will honor the price as soon as the customer calls them.

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.

Bon-Ton's response was prompt and courteous. I am very satisfied with the resolutions. Thanks!

Regards,

Review: I purchased a [redacted] Verismo coffee maker from Bon Ton on February 7th. I called a few days later to inquire about the shipping date. I was pleased to hear that my coffee maker was on its way.

When I received the Verismo the whole back half was shattered. The water tank was in pieces and the back of the machine was cracked in multiple spots.

I immediately called a customer service representative to find out how to go about returning the damaged item and getting a replacement right away.

(Unfortunately, I sold my Keurig coffee maker to pay for this [redacted]'s machine so I was very anxious to get this issue resolved as I had NO way of making coffee anymore. I'm sure most any coffee drinker could relate.)

The customer service representative I spoke with was very pleasant and told me she would be sending another one out and she was so sorry for the inconvenience.

I asked her how I needed to go about sending back the damaged item. She said that Bon Ton doesn't fix the machines, therefore they don't need the damaged one back, but it would probably be a good idea to hang on to it because Fed Ex may want to see the damaged.

I was told it would take 7 to 10 days before they send the replacement, because it had to be processed by corporate.

After three full weeks of waiting for the replacement and multiple phone calls later I finally called them and said I don't even want the replacement anymore. This is absolutely ridiculous to wait this long. Not to mention when I called they would tell me that they already sent the replacement out. Then I would call the next day and someone would say that it wasn't sent out yet, but it would be that day.

I was livid. I finally tossed the machine (I was sick of looking at it sitting next to the front door waiting for the Fed Ex man) and I politely asked for a refund so that I could take my business elsewhere.

It is now almost two full months later and I have spent the past three weeks calling Bon Ton every single day asking where my refund is. Every single time I call I am told something different by each representative. Most of the time they tell me that I will be getting a call from a supervisor in a few hours. (Out of 30+ phone calls I have gotten 1 call from a supervisor. All the other calls have been made by me.)

Yesterday I called for the last time to inquire about why I still have not received a refund and why I still have had no phone call from a supervisor or corporate and the representative's response was "Well, in our notes here it shows that corporate is refusing to give you a refund until you return the damaged item." The damaged item that THEY told me to throw away.

I know that they record their calls for "quality and training purposes". I have told them numerous times to listen to the call. Their representative told me to get rid of the machine. She only mentioned that it "might be a good idea" to hold on to it in case the Fed Ex man wants to see it. Assuming that I would just be getting a refund I saw no problem with tossing the damaged item as the Fed Ex man wouldn't need to see it if he's not delivering a replacement.

I'm not sure where to go from here. I have told them numerous times that the machine is gone. I threw it away over a week ago, yet they keep telling me that they won't give me a refund until they receive the damaged item.

Help!Desired Settlement: All I want is my money back so that I can go buy the coffee maker from somewhere else.

Business

Response:

Dear [redacted],

We sincerely apologize for issues [redacted] had with her order. We have listened to the recorded calls and corrective action has been taken with our call center. We issued the refund on 3/25/13. Please allow 5-7 business days for the refund to show on [redacted]'s account.

Again, we sincerely apologize for the many issues she experienced with this order.

Sincerely,

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.

Thank you so much! I really appreciate all your help.

Regards,

Review: I normally do not shop on line at Herberger's Dept store. I do shop at this store in person, but it is not close to my home. So I decided to shop on line, and went to "Todays Ad", that is where there is a coupon for $50.00 if you spend over 100.00. As I went to check out on line the promo code would not take the discount off. the code was [redacted]. So I went back to the coupon and it expired Oct. 25th 2014. Two days ago!!!!!! So I called the customer service number and asked to speak to a supervisor, her name was Kristen. She said she didn't know why it had not been taken off, and told me they would not be able to honor it. And would pass along the information to the Corp. office. Also right under that coupon was another coupon offering something else, and that did have todays date on it. If this had been a sign in the store above the racks and had been mistakenly not taken down, they would have had to honor it. So I feel since they cannot see me face to face it is just easy to say " I am sorry on the phone" we cannot honor it. I don't accept their "Sorry". Their is no where on that coupon that states "We are not responsible for printing errors."

Also there is a Family and Friends 25% off for NEARLY EVERYTHING sale good for online or in store purchases for 2 days starting today. Which there is a winter coat I was going to purchase that is over $300.00. They do run super sales once in a while, and I THOUGHT this was one of them. I had told the gal I was going to report them to Revdex.com. She didn't seem to care.Desired Settlement: I feel the should adjust the price on the coat to my credit card by the $50.00 and get their old coupons off the internet when they expire so this does not happen to anyone else.

Business

Response:

We apologize for the 50 off 100 being on the site when is was no longer valid. The customer did use a Friends and Family coupon which gave her a discount of $54.25 off the $217.00 price, The coat was the deal of the day yesterday so we adjusted the price to $124.00 and issued a credit of $40.88 which included tax.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

--------- Forwarded message ----------

From: Revdex.com of Metro Washington DC<[email protected]>

Date: Fri, Oct 31, 2014 at 9:07 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Oct 30, 2014 at 6:52 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

Hello, my name is [redacted]. I received via email from Bon Ton today that the coat I had ordered was the DEAL of the day yesterday for $124.00. So they said they had adjusted the price to $124.00 and issued a credit of $40.88 plus tax. My Credit card was charged $171.00. Their has not been any adjustment to my bank. So I will wait a few days and follow up with my bank and see if their

Review: A $268 [redacted] mixer was ordered online from BonTon on 11/28/14 as an intended Christmas gift. On Dec 3rd I received an email notifying me the gift would be delivered on the 10th (a weekday). I returned home that evening and no gift had arrived. As I live in NYC it is not at all infrequent for there to be several days delay in packages being delivered so I did not think much of the delay. A few days later I became concerned after no "we missed you" message had been left and found that [redacted] had "delivered" the package which was noted to have been left on my front door step. Not surprisingly, it was not there when I returned home given that I live in an apt building in Manhattan. I contacted both [redacted] and BonTon who both initially denied responsibility. BonTon informed me that any refund taking place would be expedited by speaking to [redacted] and no refund could be issued until a formal investigation had taken place. I spoke to [redacted] numerous times who initiated this process and after many hours of phone calls, inquiries, and personal visits to my door to sign paper work, completed this investigation. In the mean time I continued to be told by BonTon that no refund would be received as they could not prove that I had not received the product. After contacting [redacted], the credit card agency I used to purchase the product, I was finally able to speak to a supervisor through a 3 way conversation after being told numerous times that this was not a possibility and that my case was "with corporate." We arrived at the solution that I would reorder the product on 12/20/14 with repeat assurances I would be refunded after the investigation was complete. I spoke with [redacted] in person on my door step before the new year and was informed that the investigation had concluded and it had been determined that I did not receive the product. After additional conversations with BonTon they still claim they have received no word from [redacted] to this effect and are unwilling to contact them directly. When I would not accept this response they got an "additional pair of eyes" to look at my case who determined that they could find no reason why the refund had not been issued. However, rather than simply refunding the price of the original purchase they again passed the case on to "corporate" with no promise as to if or when I would actually be refunded. I have spent upwards of 4 hours in phone calls with 6+ representatives. I have been marginalized, ignored, and talked over numerous times. It is no almost 2 months since I made the original purchase and I'm beginning to wonder whether I will ever receive due compensation for a product I never received. I would appreciate any help that can be offered as involving the credit card company, using various nice and hostile approaches, and persisting despite their obvious attempts to dissuade me from the case, have brought me no closer to getting my money back. Thank you

-[redacted]Desired Settlement: I simply want a reimbursement in full for a product I did not receive as promsied

Business

Response:

There was some confusion with this customers order as multiple orders were placed and a reshipment was done as well. We have issued a credit as requested on 1/22/15.

Review: Ordered two items, a hat and scarf. Order went through, over a week later I was informed that the order had been cancelled. No reason was given, and no alternative solution presented either. I am assuming these items were never in stock, or Bon Ton does not want to fill the order.Desired Settlement: Ship me what we mutually agreed on, that you offered for sale, that I provided consideration for.

Business

Response:

We have been able to order these two items through our shopping service that order is buy line order [redacted] , the customer should receive within the next 7-10 business days

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Ordered 2 items online (hat and scarf) and provided credit card information. Company later cancelled order without providing a reason. Company stated both items located and would be sent. Only received one item (scarf). Hat never received, company emailed me that they could not locate item and are out of stock, after complaint closed (I can forward email confirmation of this fact if needed). However, item is currently listed not only as in stock on company's website, but as qualifying for a NEW COUPON THAT WAS NOT AVAILABLE AT THE TIME I ORDERED, that must be purchased via a "donation" to [redacted]. This means that either Bon Ton does have this item in stock and is not sending me the item, or they are advertising it as eligible for a PAID FOR "coupon" ("donation" to [redacted] in exchange for coupon), yet do not have the item in stock. So, it is advertised that one may "purchase" a coupon to use specifically on an item, which in reality is not available. This is a deceptive and possibly fraudulent practice, when consideration is provided by the customer via the "donation" for the "coupon", with possible sole intention of use on an item that is advertised as available, and is not. Or- the item IS available and Bon Ton refuses to honor the settlement THEY presented to the Revdex.com. The item I ordered and did not receive, which is listed presently as available and qualifying for an advertised discount THAT MUST BE PURCHASED, is the "[redacted]® Men's 'American Flag' Cuff Hat" in black at [redacted]

Desired Settlement / Outcome

Desired Settlement: Delivery of Order

Desired Outcome:

Bon Ton send me the hat I ordered, which Bon Ton informed the Revdex.com was located during correspondence in complaint that is currently listed on the Bon Ton website as available and qualifying for a discount that must be purchased by a customer, with the possibility of sole intention for use on this item.

Regards,

Business

Response:

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.

Review: I ordered a rachael ray cookware set that was spossed to co e with a free bakeware item. I called them because I didnt recieve it with my cookware on nov 25 2013. I was told by [redacted] from Carsons that I should of added it to my account when I ordered it but that she would re order it for me for free (as it should of been). she stated that I would recieve it within 7-10 business days. I hadn't recieved it so on dec 6 I called back and they said no it takes 3 weeks to get the item. I asked if they could change shipping address because it was a gift and told no. I asked to talk to a supervisor due to the mis information I kept recieving. I was told they would send it to the manager and would recieve a call within 3 hours. I never recieved a call. I called on dec 18 and was told since it has been 3 weeks that they will not be sending the item to me because it must be out of stock. I had [redacted] from there look to see and she said it showed it was in stock, but I still might not get it. I said this makes no sense as you can still order the deal I ordered online today. she informed me that that doesnt mean you will get the free gift and there was nothing she could do. as of now I am still awaiting a supervisors call and my cake pan. this is horrible customer service and I will never be a customer of theirs again. this should of been handeled 3 weeks ago.Desired Settlement: I just want my cake pan delivered to me that I was promised

Business

Response:

The replacement order for this Gift With Purchase was made on 12/13 and has a scheduled delivery of 12/20 through UPS Tracking #[redacted]

Review: I am NOT happy with the way my order from Younkers arrived. I had ordered two separate Pyrex dishes (pie plate and baking dish), 2pk of Calvin Klein pillows amongst an additional item. All of these were to be gifts for Christmas. Both Pyrex dishes arrived in their original packaging, with UPS stickers and packing slips slapped all over them. So, first, I have to open them to make sure they're not broken because your shipping department is too lazy to put them into a cushioned box and second, I tried to peel all those stickers off and the box is totally unidentifiable!!! There is NO way I can gift these - it's embarrassing. I'd like to send them back but my name and address are all over the boxes and there's no way I'm letting you sell them on a clearance rack with my info all over them.

Second, the pillows I ordered obviously had to be in a box. However, the box had a sticker that explained the contents of the package (not just on the packing slip.). So, when the recipient brought them into the house, they saw exactly what was ordered and knew it was for them.

It almost seems like this is Younkers' way of getting customers to opt for an outrageously priced gift wrapping. I know you're looking for profit but it would be nice to look out for the customer's intentions for the product.

I tried submitting a complaint on both Younkers' and Bon Bon websites but after "submitting" the complaint, it took me to a page full of jibberish. I never received a receipt of the complaint nor a response from the businesses. It took me over half an hour to look up Younkers' corporate headquarters to submit a complaint and found out Bon Bon owned Younkers. This has been quite the hassle.Desired Settlement: I expect a refund for both Pyrex dishes since I can no longer gift them and the box is useless. I'll have to deal with the pillows since the recipient now expects them for Christmas. I'm still waiting to receive one more item and fear how that's going to arrive. Absolutely unbelievable.

Business

Response:

credits have been issued for the two pyrex items transactions are 194/100/2330 $ 10.47, and transaction [redacted] $ 10.47

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: I was in the market to buy a coffee maker from Carson 's (parent company Bon-Ton Stores) using a coupon that was mailed to my house from Carson 's. The items that were excluded on the offer were not clear as to what types of items were or were not included in the offer. The coupon stated small electrics were excluded, but nothing in terms of in-store signing, information on their website, or even the categories listed on their website identified exactly what small electrics were. The category does not exist. If excluding a category from an offer, Bon-Ton should clearly state what is or is not included in the offer. The consumer should not have to assume or try to determine if an item or category of items are included in an offer.Desired Settlement: The acceptable response to my inquiry would have been to honor the gift certificate.

Business

Response:

Dear [redacted],

In response to [redacted]'s complaint regarding small electrics not being called out on a sign in our store or on the web. Small electrics are any electrical item within our Home Store department i.e. coffee makers, mixers, blenders etc. As stated by [redacted], small electrics were listed as excluded on our coupon so we do not do any form of in store signing or notation on our website listing all of the individual items since it includes an entire category. Small electrics has been listed as excluded on our coupons for some time.

We are sorry that [redacted] was not able to use the coupon on his purchase.

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:

Review: WHILE INQUIRING ABOUT A [redacted] BAG ON THE CARSONS/ BONTON WEBSITE 11/1/2014 I SAW THE ICON TO THE LEFT OF THE WEBSITE WHICH HAD A PARTICULAR [redacted] LARGE [redacted] TOTE for 74.25 UNDER 'ITEMS YOU MAY LIKE '' . WHEN SELECTING THE ITEM THE PRICE OF 358.00 SHOWS INSTEAD . I CONTACTED CARSON / BONTON CUTOMER SERVICE NUMBER SEVERAL TIMES OVER THE LAST SIX HOURS NO ONE HAS BEEN ABLE TO ANSWER MY QUESTION ABOUT THIS PARTICULAR MANUFACTERS PRICE OR ALLOW ME TO PURCHASE THE THE FOLLOWING ITEM FOR THE FALSIFIED PRICE SHOWN ON LINE . I SPOKE WITH THREE REPRESENTATIVES AND NO ONE HAS BEEN ABLE TO GIVE ME ANY COMPENSATION . I ASKED FOR THE ADDRESS TO THE CARSONS / BON TON COPORATE OFFICE I WAS DENIED AND I ALSO ASKED FOR AN DIRECT EMAIL ADDRESS IWAS TOLD TO FILE A COMPLAINT ONLINE IN WHICH I DID UPON SPEAKING TO THE FIRST REPRESENTATIVE AND STILL HAVE NOT RECEIVED ANY FORM OF CONFIRMATION . I HAVE PROOF OF THE PRICE SHOWN ON THE ONLINE WEBSITE AND I FEEL THAT IT IS UNFAIR TO ME AS THE CUSTOMER TO NOT RECIEVE THE ITEM FOR THE FALSIFIED PRICE SHOWN ITS BAD ADVERTISEMNENT AND BAD BUSINESS AND I AM VER DISPLEASEDDesired Settlement: I WOULD LIKE THIS PARTICULAR MERCHANDISE FOR THE PRICE THAT HAS BEEN ADVERTISED

Business

Response:

We have researched this customers issue and were not able to locate a [redacted] tote selling for $75. We don't know what the customer saw in her navigation pane. We also listened to the phone calls which were made to customer service from 10/1 - 11/16 and found no record of a call coming from the phone number provided by the customer.

We are sorry that the customer is disappointed with not being able to purchase a tote at that price.

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 proof of the [redacted] tote bag with the price provided previously I can send it via email

Regards,

Business

Response:

We have emailed this customer and will get the tote to her. We still are not sure how that price appeared for that tote.

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: I tried using my $50 off a purchase of $100 or more coupon on a kitchen/household appliance. On the back of the coupon it specifies that tech/electronics and small electronics are excluded. The store wouldn't let my coupon because the department they label it under is small electronics. This is false advertising and I feel it is just to bring people in and buy the item anyway with the other small discounts they have. I would like to use my coupon but tomorrow is the last day to use it. I feel the store should let ccustomers buy these appliances until they fix their mistake.Desired Settlement: I would like to purchase my item using the coupon discount.

Business

Response:

Dear [redacted],

I am sorry this customer is unhappy with our coupon but it does state on the coupon that small electric's are excluded; this is not false advertising. We consider all electric items such as blenders, toasters, mixers, coffeemakers, etc. in our housewares department to be small electrics, not appliances.

Sincerely,

The Bon-Ton Stores, Inc.

Review: I purchased a jacket from this company through their website. Five days later I received an email telling me that they no longer had that jacket in that color. I called customer service to replace my order. I understood that sometimes you can run out of stock temporarily or a certain color may no longer be available, and I wanted to work something out. I was pleased when the rep was able to confirm that they had the same jacket in stock in a different color, so she created a new order for me. Again, five days later, they sent me an email telling me that they didn't have this jacket either.Desired Settlement: I would like them to fix their inventory management system so that I don't waste my time.

Assuming their implication that this is a rare event, I would like to have them offer a similar product for the same price.

Business

Response:

Dear [redacted]

We have asked our Shopping Service to assist [redacted] with this order.

Regards,

Executive Assistant

Review: Placed an online order with carson's from an e-mailed ad set to me. In the order I used carson's rewards cards (already have so many requirements to use) sent to me for making prior purchases online plus some other discounts available at that time. I recieved confirmation of my order as placed never at anytime was I notified of a problem with my order. After 3 weeks my order had still not shipped so I e-mailed them (had a prior order that I checked on because of shipping delay and was told they were backed up with orders & not to worry if I received an order confirmation). I received a response that the order was not finalized as only 4 reward cards could be used. This is not stated on the reward cards & makes no sense as the required dollar amount etc.. was met to use each reward card and I checked out with no notification or problem. I e-mailed & called several times trying to resolve this matter. I was told I had to replace my order at the now higher prices, with out rewards cards, discounts and some items now were no longer available. One suppose unavailable item I told them I found on their website before & after I was told it was unavailable also if I had been notified when order was placed all items would have been available. I know that my order was not honored because I had valid discounts this company was trying to get out of fulfilling and they were looking for any excuse possible not to honor the order as placed. It is ridiculious that you have to jump through so many hoops to use discounts I earned and were provided by them, then that if it isn't to their full advantage they just refuse to honor the order as placed trying to get you to pay higher prices. I haven't found the "customer first" stated on their e-mail response.Desired Settlement: The order I placed should be honored with all then used reward cards and discounts. If ite** are truely now unavailable and can not be ordered by them from their suppliers, I should be allowed to select a similar item at the price as the other item when my order was placed.

Business

Response:

Dear **. [redacted],

We sincerely apologize for the issue with this customers order. e-Commerce will be recreating the original order that this customer placed and will also be sending her replacement rewards cards. They are emailing her the details as well.

Sincerely,

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. However, I have received only a few of the items I originally order and I have not heard from anyone from this company via e-mail or any other way as to when the remainder of the items I ordered will be sent. There are eight items from my original order still outstanding.

Regards,

Review: I spent well over an HOUR trying to place an order for a pressure cooker on 11/26/14. Bon-Ton's web site was having problems processing credit cards. I then called and spoke with one their CSRs, Liz from my phone in Germany. I was on the phone with her for nearly 45 minutes. She, through her managers, told me that they would place the orde for me and that she would call me back at 510-371-9449 which is my answering machine in the US, once she got this payment issue resolved. After not receiving a response from her as promised, and after not receiving a confirming e-mail, I then sent an e-mail to Bon-Ton which was never responded to either. On 29 November, I called the Bon-Ton customer assistance line once again. I learned that I had been lied to by Liz and her managers, in which they cannot place an order for a customer when they are not on the telephone. This is contrary to what Liz told me she would do. The managers were untruthful as well and they didn't even have the courage or courtesy to ever even speak with me, even though I was on the phone with their reps for nearly an hour and a half on two separate calls. My order was never fulfilled or even placed.Desired Settlement: Process the order for the pressure cooker and provide me with a $50 gift certificate for causing me so much wasted time and frustration. Discipline the call center managers and Liz for lying to me.

Business

Response:

An email has been sent to this customer apologizing for the issues he had with placing this order and we will be sending the pressure cooker and a gift card once we hear from the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. In addition, they are looking into their call center procedures and representations.

Regards,

Review: I am buying a luggage from bonton.com, I payed extra 10 dollars for 2-day shipping , when placing the order I have been told that I will receive it today(December 11). I got email from BonTon two days ago saying my order has been shipped. However, when I called today to ask for a tracking number I ve been told the product is out of stock, and they already charged my credit card!

One customer agent told me my order has been cancelled, others told me its not been canceled yet, and I need to wait couple of days to see whether it could be cancelled.

The customer service said they can't do anything, (cancel order, get credit back) I should wait till they send the item out, which they don't know when, and call UPS tell them don't send it to me.......

Firstly, they should only charge the credit card once the item has been shipped.

Secondly, nobody told me about the out of stock, I will be waiting forever if I didn't call.

Third, they should be able to cancel it since they can't send it to me as promised, not to say its still not in stock.Desired Settlement: They should definitely apologize but its not important for me anymore. All I want is to get my money back and stop them from sending me the item, since its still not in the warehouse. Cause I won't be able to receive it before leaving for holiday.

Business

Response:

The item in question has shipped with UPS Tracking #[redacted]. It was shipped with 2 Day Air but went out late. The customer has been credited for the extra shipping charge. We have also credited him 20% for the inconvenience. The package will arrive by Monday. The customer will have the opportunity to return if he no longer wants the product. We do not charge the customer until an item has a shipping label. In this case, the package was ready but for some reason, did not ship correctly.

Thanks

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,

Horrible customer service. The company made a mistake with an online coupon and then cancelled my order but decided to still charge me. After their websites states you will not be charged until the item ships. Will never order anything else from them again.

Review: I attempted to place an order online, and Bon-Ton's website offered a free gift, if you achieved a minimum purchase. I tried to use the applicable promo-code to receive the free gift, and when it did not work, I called customer service. They were unable to get it to work as well, and told me that no free gift incentives are currently available --even though their website is still offering it! They told me to wait until free gift time in a local store. In additionl to misrepresentation and inconvenience, I will lose a 10% discount by waiting to purchase in store in the future, as I currently have an offer through [redacted] that makes me eligible for a 10% discount. If I wait, I will not receive this 10% discount in-store. I took a screenshot of the online offer, in case that is required of me.Desired Settlement: I would like a free gift, or a coupon, or a discount toward future purchases, since I now must go without the products, and be inconvenienced by waiting and watching for future offers. I took a screenshot of the online offer, in case that is required of me.

Business

Response:

The coupon definitely applised to this customer's order however there is no Gift with Purchase at this time for the [redacted] she purchased. We did call the customer and left a message but she has not returned our call

The Bon-Ton Stores, Inc

Consumer

Response:

The lack of Gift with Purchase was my only complaint. It was frustrating to find that the website promised a choice between two 6-piece gifts, but none were available, and none were offered by the representative I spoke with (although she did check with her supervisor, so it's not her fault.) I was advised to wait until [redacted] offers free gifts during their next cycle In-Store, and my displeasure with that option, is that I would not be able to use the 10% coupon that was available at the time I wished to place the online order. My complain is that NO GIFT was available online --even though ONE WAS ADVERTISED, NO REPLACEMENT or substitute was given, I was told to WAIT FOR THE NEXT IN-STORE PROMO, and I LOST THE OPTION OF 10% DISCOUNT. Thank you.

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

The coupon was applied to her order at the time of placement however; there was no Gift with Purchase for [redacted] at that time.

Review: On 5/16/14 I ordered from the [redacted]'s website and was charged about $68 for my order at that time on my debit card. A few days later, the same amount was charged under the name Bon-Ton Inc., which caused my account to overdraw. Then the [redacted]'s charge was removed after the overdraft damage was done. There was nothing from [redacted]'s or Bon-Ton informing me of their charging practices. Apparently, this is common practice and Bon-Ton Inc. refused to acknowledge fault or compensate me for my overdraft charges claiming it was my bank's fault, which it isn't. A charge is a charge and I was double charged.Desired Settlement: I would like for Bon-Ton Inc to reimburse the $15 in overdraft fees I was charged.

Business

Response:

the order was placed on 5/16/14 at which time an autorization request was made to the customer bank of $68.16 the order was than processed on 5/19/14 at which time the bank released the funds for this purchase there was only one authorization hit done on 5/16/14 and then the processing of the order on 5/19, the customer was not doubled charged this is an issue the customer has to take up with their bank.