The Bon-Ton Store Incorporated

Review: I JUST RETURNED FROM TRYING TO SHOP AT YOUNKERS LOCATED IN THE [redacted] MALL. MY INTENTION WAS TO PURCHASE A 5QT. CAPEHLON COOKING POT. GOING TO THE RACK WITH WHICH HELD CAPHELON ITEMS, I NOTED THAT IT LISTED A 5 QT. POT BUT SCANNING THE RACK AND THE SURROUNDING DISPLAY NONE WAS VISIBLE. THINKING THAT POSSIBLY THIS ITEM MIGHT BE AVAILABLE AND I WAS NEGLEGENT IN MY SEARCH, I APPROACHED THE CHECK OUT COUNTER FOR HOUSEWARE AND ASKED THE CLERK REGARDING THIS ITEM. SHE GAVE AN ABRUPT REPLY "IF YOU DON'T SEE IT WE DON'T HAVE IT." I ASKED IF THERE MIGHT BE AN ITEM IN STORAGE, SHE AND I PROCEEDED TO THE DISPLAY, ONCE AGAIN REPLY ABRUPTLY AND IN A SOMEWHAT IRRITATED MANNER "WE DON'T HAVE ONE." I ASKED IF AND WHEN THE ITEM MIGHT BECOME AVAILABLE, HER REPLY WAS AN EMPHATIC AND IRRITATED " I DON'T KNOW!". I THEN REPLIED THAT "I WAS SORRY I BOTHERED HER AND YOU ARE VERY RUDE." I WOULD POINT OUT THAT BOTH MY WIFE, MY OLDER DAUGHTERS AND I SHOP AND HAVE YOUNKERS CREDIT CARDS. WHEN I NEED MENS CLOTHING OR PERSONAL ITEMS SUCH AS TOILETRIES, ETC. YOUNKERS IS MY FIRST CONSIDERATION. IN MOST INSTANCES MY SHOPPING EXPERIENCES WERE POSITIVE BUT THERE HAVE BEEN OCCASSIONS WHERE YOUR STAFF WAS INCONSIDERATE, RUDE, AND JUDGED THEIR RESPONSE AND ASSISTANCE BY WHAT YOU ASKED ABOUT.YOUR COMPANY IS ONE OF MANY THAT ADVERTISE "SHOPPING LOCALLY", "SPEND YOUR DOLLARS IN [redacted], ETC." WHEN I AM CONFRONTED AGAIN WITH THIS TYPE OF SHOPPING EXPERIENCE, I CAN ASSURE YOU THAT I WILL CUT UP MY YOUNKERS CARD, SEND BACK TO YOU AND ENCOURAGE NOT ONLY MY FAMILY MEMBERS BUT OTHERS ABOUT THEY TYPE OF SERVICE AND SHOPPING EXPERIENCES THAT I HAVE MET WITH AT YOUNKERS. CLERKS DO INDEED HAVE TO DEAL WITH A VARIETY OF PERSONALITIES FROM CUSTOMERS THAT ARE MADE DIFFICULT TO DEAL WITH BECAUSE OF HOW THEY TREAT SERVICE INDIVIDUALS, BUT WHEN A CUSTOMER IS CONSIDERATE AND ATTEMPTING BUY AT YOUR ESTABLISHMENTS, BY INQUIRING FURTHER ABOUT A POSSIBLE PURCASE AND IS TREATED CRUDELY, IRRITABLY, AND UNPROFESSIONL

Product_Or_Service: COOKWAREDesired Settlement: DesiredSettlementID: 5QT. CAPEHLON COOKING POT. INFORM STORE MANAGER AND CORPORATE OFFICES OF THIS INCIDENT.

Business

Response:

Dear [redacted],

The Store Manager has spoken with this customer regarding his complaint.

Regards,

Executive Assistant

Review: On October 27th I placed order number [redacted], which was [redacted] black and gray 4 piece luggage set and some girl socks. Well the luggage was shipped out first I received it and immediately called the customer service number after I openeexplained thst the luggage I had received was the the wrong set and color and explained that it was poorer quality and cheaper and not to mention I was going on vacation on the 8th of November so I was on a BIG TIME CRUNCH to get this situation fixed. So the reprasetitive was awesome at trying fixing the problem and seemed to feel bad but said with my time crunch and there mistake that s supervisor would contact me in 4 to 6 hours. Five hours later a supervisor called me and we discused my options and we agreed on that I would repurchase the same item again on my bergners card and she give it to me for the same price which was originally 219.00 and on sale for 99.99 and after using the 50 off a 100 coupon I paid 52.14 for it and foe there mistake she would over night it to me for free and so I repurchased the new order thinking was only going to pay 52.14 she told me that she would have to charge me the full price and the shipping cost so I was upset about that but dhe re insured me that in four to five days the charges would drop off and I would have psid 52.14 so we placed the order and she told me its already 6:00pm on a Friday ups wont pick it until Monday the 4th and I would receive it on the 5th and NOT TO WORRY MY LUGGAGE WILL BE THERE ON TIME FOR ME TO GO VACATION!! Well Monday came and I hadn't received a shipping confirmation yet so I called back in late Monday asked to speak to a supervisor AGAIN after expressing my concerns about the timeing and the reprasetitive not knowing anything bout her telling me dont it well be there on the 5th, it just our computers havent up dated yet thsts why u didnt receive a email yet. So 3 hr later another supervisor calls me and tells me the same story it will be there on the 5th DONT WORRY.well today is the 5th I check the tracking on it and it said it would arrive on the friday the 8th the day I leave at 5am to ohare...Soo Once again I call back livid but polite like always even though I been lied to everytime I called in I explained the situation again and once again the said a supervisor would call 6 hr later no call so I call back again take more time and explain the situation for like the 20th time they said a supervisor will contact u [redacted] well shortly after I got off the phone someone called and told me they were sorry and they dont know what happened and tgere is nothing they can do unless I want them to repurchase it and try it again have and have more money charged to my account and they weren't sure I would get it in time...so here im very very disappointed in being loyal card holder and costumer...now I have to use this luggage that ugly cheap and that I didnt want to go on vacation with and not to mention I will be on vaction when the other package comes so who knows what type of shape the package will be when I get back in 2weeks of sitting outside in indiana weather. So not only did I wast time calling I wasted money on a luggage set I didnt order I might have wasted money on a set that might be weather damage when I get home so thanks alot for the well trained reprasetitives and supervisors that lied to me the whole time, wasted my time, and tieing up around 130.00 dollars on my card for two luggage set. all I wanted was what I ordered AND PAYED FOR. Good thing aftering printing the return label my girlfriend said dont return it until u grt your other order good thing I listened to her or I would of been screwed worse then im now..THANKS BON TONDesired Settlement: I feel like they shouldnt charge for the new order just in case its ruined for sitting out and discounts the order thst I didnt want but have to use now and for sll the miss leading information and charges on my card that was not necessary

Business

Response:

Dear [redacted]

We sincerely apologize for the issues this customer had with their order. We have researched the issue and have found that the vendor does not support expedited shipping and thus sent out the order using regular shipping to be delivered Friday. We will credit both orders due to the error.

Again we sincerely apologize for the inconvenience experienced by this customer. We are fixing this shipping issue with this vendor.

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.

Regards,

Review: I recently placed my first order through bonton.com . The payment process was a good deal of a hassle for me, because the system repeatedly would not accept my (valid, [redacted]) credit card, and I had to change to a different [redacted] in order to complete my order. After I changed my billing address, the system changed my shipping address without notifying me. I later logged in to track my shipment and found it was being shipped to my billing address. I emailed customer service twice before this package was marked delivered, and requested they change the address back to the one I had filled out on the order form as being my delivery address. Both emails were ignored. A third email finally elicited a reply, essentially saying that there was nothing the company was willing to do. It was not my error that caused this order to be shipped to the wrong address, and I have no way currently of retrieving the delivery. I am out my full invoice amount, and have NOTHING to show for it. I would have been happy having been shipped a substitute item to the correct address, but even that was too much to ask the company.Desired Settlement: I want my payment to be refunded to my account.

Business

Response:

We sincerely apologize for this situation and for not resolving this matter when the email was sent to our attention asking for assistance with this order. We have issued a credit of $5.83 to her account today (9/22/2014). The transaction information is: [redacted].

Review: I ordered a suitcase for $22.97 with free shipping. On May 15, 2013, I received an email that my order could not be fulfilled and was being cancelled. Upon checking the website, I discovered that the suitcase I ordered was, in fact, still in stock, only the price advertised had been doubled. The company did not honor their advertised price. Instead, they cancelled the order to sell the item at a higher price. When I approached this with customer service, I was told I could reorder the item, but I have to pay the higher price. Below is a copy of the correspondence:

Good Afternoon. You are welcome to place a new order for the item. The price is $49.99, after the promo it is $42.49.

If you have any other questions or concerns please call us at [redacted]. Our hours are (CST) 6:00 a.m. - 12:00 a.m. Monday through Sunday.

Thank you for shopping with us,

[redacted], CCP

The BON?TON Stores, Inc.

Bon-Ton, Bergner's, Boston Store, Carson Pirie Scott,

Elder-Beerman, Herberger's, Younkers, Parisian

-----Original Message-----

From: [redacted] [mailto:[redacted]

Sent: Thursday, May 16, 2013 4:35 PM

To: Web Orders

Subject: item cancelled, but still in stock online

Good Afternoon,

I received the email below yesterday morning. When I checked online today, I noticed that the website is showing this item still in stock and able to be ordered. Is there a way to reverse the cancellation? I had ordered this for a family vacation and am now facing the possibility of having to pay double for this exact item from the same store the day after my original order was cancelled for a lack of quantity of the item.

Thank you,

([redacted]

Dear [redacted] :

Thank you for your recent order. Although at the time the order was placed it appeared as though we would be able to honor your request, we are unable to fulfill the following items. If there are other items on your order, they will ship promptly and we will notify you by email. We apologize for this inconvenience.

Should you have any questions, our Customer Service Department may be reached at [redacted], daily from 6am to midnight CST.

If email is more convenient, please contact us at [redacted].

Best regards,

The team at Bon-Ton

Items cancelled from order number [redacted]:

Product Name

Qty Wanted

Qty Canceled

Unit Price

LEISURE BAYSIDE LUGGAGE COLLECTION BLACK/WHITE 27" UPRIGHT 1 1 $ 22.97Desired Settlement: As I requested from the company, I would like for there to be a reversal of the cancellation and for the original price I paid to be honored.

Business

Response:

Dear [redacted],

We apologize for the issues this customer had with their order. We have contacted the customer and will be sending her the item at an additional 20% off.

Sincerely,

Executive Assistant

Review: I ordered a set of 2 black out curtains. Only one of the 2 arrived. A second curtain was shipped but it was a different style. I requested that the correct curtain be shipped to me. I would then send the mistake back. The company says this can not be done. That I have to send back the wrong curtain first. I need black out curtains to sleep because I often work nights. But I would have to wait for the wrong style to get back before they will start the process of sending me the correct curtain. That will result in over a month wait from ordering to actually getting what I ordered.Desired Settlement: I request the correct style curtain or a discount for having to wait so long.

Business

Response:

we have issued a credit for the wrong item received and reordered the correct one res # [redacted] at no charge to the customer.

Review: October 15, 2013

[redacted]

President and Chief Executive Officer

The Bon-Ton Stores, Inc.

2801 East Market Street York, PA 17402

Dear **. [redacted]:

The issue that I am writing about has taken since August 7 to resolve. On August 7, my wife took 3 items to return to your store and brought a receipt. Upon arriving at your store, the clerk stated that it was the wrong receipt. My wife returned home to bring the correct receipt and the return was attempted on day 32 on a return policy of 30 days.

My wife worked at Younkers in High School 35 years ago and her family has been loyal customers for decades before that here in Iowa. [redacted] and I are joint account holders of our account.

The same day, August 7, my wife, [redacted] called and spoke to "[redacted]" who is your Operations Manager. Yes, it's disturbing that your policy is to only give employee first names. I have asked for last names and have not been provided them. That day, [redacted] said that he would look into what he could do and call my wife back.

He never called back. My wife then called and asked for the store manager and someone called her back. My wife has been so disturbed by what had occurred that she asked me to take the lead.

On October 14, 2013, I spoke to your Manager on Duty who called herself [redacted]. She took my name and number and said that she was going to look into it. Later that day, she called me back and said that she had looked into it and could not do anything. I asked her if she had escalated it and she had not. I then asked her to escalate it to [redacted].

As of yesterday, I am still awaiting a call from [redacted]. I am disappointed in the run around. It's a deceptive trade practice bound by the Consumer Financial Protection Bureau and you may incur civil penalties.

Resolution is simple! Refund us $158.76.

Here are the details of the transaction:

Store # [redacted] Transaction [redacted] Item numbers [redacted] $34.29 Item number [redacted] $58.79 Item number [redacted] $56.69 6% tax rate

TOTAL OWING US: $158.76

Thanks in advance to your prompt resolution of this matter. Sincerely,Desired Settlement: Resolution is simple! Refund us $158.76 (see Attached document).

Business

Response:

Dear [redacted],

I contacted the Store Manager regarding this complaint and this issue was resolved on October 26,2013 at 1pm.

Sincerely,

Executive Assistant

Review: I placed an order, [redacted], after a team member from the online department of Carson's advised me they would be able to price match the buy one get one option they were having the day before. I called after I placed the order and another representative told me they couldn't do the price match. I asked to speak with a supervisor who confirmed that they werent going to be able to do the price match and canceled the order. The supervisor than called me back and told me they would be able to do it. They told me to place the order and that after researching the prices that the back office would have to issue me the credit. They said the credit to my card should be around $50. I called today to check on the credit status and they told me it was denied and they weren't going to help me. They said they didnt know why they would say that to begin with.Desired Settlement: I want the credit I was promised, about $50 give or take I have spent too much time for a simple matter. When I canceled the order originally I was fine to move on, but the supervisor calling me back saying they were going to do it for me now makes me want what was promised to me. I spend a good deal of money at Carsons and this entire experience makes me question my patronage. I just want what was promised to me.

Business

Response:

We sincerely apologize for the delay in issuing a credit for this purchase. A credit has been issued to our customer's store credit card today for $54.02 (transaction #: [redacted]). This should post to her charge tonight.

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 ordered 6 open-stock [redacted] luncheon plates from www.herbergers.com on December 9, 2013. I ordered 2 each of colors Turquoise, Peacock, and Cobalt. In the same order was a men's sweater, and 4 soup spoons. The order number is [redacted]. My complaint involves non-receipt of the 2 Turquoise plates. The regular price is $16/ea, they were on sale and I had a coupon code, which lowered the price for 2 plates to $11.54.

I was charged for the Turquoise plates on December 11. I did not receive shipping confirmation or tracking information, so I called their customer service number on Monday 12.16.13, because these were Christmas gifts and I wanted to make sure the were on the way. The rep I spoke with advised me that the plates in question were "probably shipping today" and confirmed that it is their policy to not charge the customer until the items are ready for shipping. She could not tell me why I would have been charged 5 days earlier for items that had not shipped. I was not satisfied with this answer, so the following day (12.17.13), I contact Customer Service via email, so I would have a written record. The response I received from [redacted] claimed that my plates had indeed been shipped on 12.11.13, but the store had failed to record the tracking information. I was advised to allow 7-10 transit days for delivery.

The box did not arrive. On December 26th, I received a delivery from Herberger's, for items I did not order (2 'scarf hangers'). This package included the packing slip for the turquoise plates. I contacted Customer Service again, advising that they sent me something I did not order, and haven't sent me the dishes. After some back-and-forth that included pictures of the mailing label showing the weight of the package was only one pound (the dishes are over a pound each), CSR [redacted] apologized for the error, advised she had arranged for the plates to be sent, and emailed me a return label for the scarf hangers. Those items have been returned to Herberger's. I was advised again, that the plates should arrive in 7-10 days.

On Monday, January 13th, I contacted customer service via email again because the plates had not arrived. I explained how many times I have already contacted them regarding this same issue, and requested a response from a supervisor with the tracking number for the plates that [redacted] advised were on the way on December 26th. On Tuesday, January 14th, I received a response from a [redacted] :

Good Morning,

We are very sorry for the inconvenience and have requested a replacement order for the plates be sent to you. Please allow up to 10 business days for delivery.

If you have any other questions or concerns please call us at ###-###-####. Our hours are (CST) 6:00 a.m. - 12:00 a.m. Monday through Sunday.

Thank you for shopping with us,

At this point, I responded that this was simply not acceptable, and to please supply me with shipping confirmation and tracking information by today, or I would seek assistance through the Revdex.com. I have received no further contact from them.Desired Settlement: I want the plates, and feel at this point they should be sent with expedited shipping at Herberger's expense. They were a gift, and the recipient is still looking forward to having them.

Business

Response:

The customer has been credited $11.54. In addition, 2 replacement plates have been ordered for her at no charge to the customer.

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 been advised on 5 prior occasions that the plates have been shipped, and it has never been true. I cannot accept this response without a tracking number showing plates are actually in the carrier's system (for this company, I have received every other shipment via UPS), and are en route.

Regards,

Review: I ordered [redacted] DELUXE KEEPSAKE PORTABLE USB TURNTABLE BLACK for $109.94 total from Bon Ton online on 11.30.13. It arrived on 12.06.13. The turntable looked fine but no sound came out at all. I called [redacted] to trouble shoot but no luck. I also called Bon Ton and they told me to go online and follow the return policy. I followed the instructions on the receipt included with the product and the online return instructions. I cut out the self addressed return cut out paper and glued the non-paid cut out to the box because that was the only return label included with the receipt. The online return PDF also includes a print cut out paper as the original receipt included in with the product http://www.bonton.com/content/customer-service/returns/content.html

So they claim: Refund Of Shipping Charge For Online Or Shopping Service Orders

"If an item was damaged or sent in error, the shipping charge will be credited back to the customer's credit card account."

I called to speak regarding this matter and the person at Bon Ton hung up on me.

All I want is the $34.04 U.S. Postage I spent on a returned defective item. I should not have to pay postage on an item that came damaged from the company. Why is the company not agreeing with their return policy?Desired Settlement: $34.04 U.S. Postage

Business

Response:

A credit was issued on 12/19/13 of $34.04 to his account as requested.

Review: I bought a bedroom set back in July, I have been waiting for 2 more pieces to complete the set, I have called 9 times, went in the store, and filed 2 customer emails with no return in my emails. Everytime I call I get told its coming in the next couple weeks. This has been going on since july, this was my anniversary gift. These employees have been rude, and told me its coming and don't call them, they'll call me. I feel that this is never coming because its no longer on display. they put a mirror that was missing its hardware to hang, they put a sold sign on, and when I went in this was on the clearance pile. Last week I went in and the manager, said give her a couple days and she would get back to me. no calls as of yet, no answer at number today. I really don't want this set missing 2 pieces Help!!!Desired Settlement: I need answers, this is ridiculous!!!

Business

Response:

Dear **. [redacted],

I contacted the store manager regarding this complaint. At the time of the purchase several pieces were on backorder and had been expected to come in shortly after the order was placed. The expected delivery date was moved back numerous times by the vendor which is out of our control and this had been communicated to the customer. The missing pieces were in a container shipped from the manufacturer that was due in at the end of November. As of December 3, the container has not been received at our warehouse. We understand her frustration at the many delays and the store manager has been very apologetic to the customer. The store manager had offered the customer the opportunity to get another chest in place of the missing one or return the existing bedroom set. The store manager spoke to the customer again on December 3 and discussed her options but the customer wants to wait for the pieces. The store manager is checking on the container daily

We sincerely apologize for the multiple delays.

Sincerely

Executive Assistant

Review: Reservation # [redacted] Web ORD # [redacted] UPC [redacted] never received as ordered on 12/28/2012. My son received a gift certificate for Herberger's on Christmas day, December 25, 2012. He ordered two items on line. Within two weeks he did receive the one item. They stated the second item would ship later. An email stating it was shipped was received and the UPS tracking said "out for delivery" yet the XBOX 360 Live 4000 points card never arrived. e called the 800 number and were told it would be delivered soon. February 14th we received a UPS delivery. One problem, it was the part of the order we already received and not the XBOX 360 Live 4000 points card. I called on 2/14/13 and spoke with [redacted] and she said she would send a pre-paid label for me to return the package. She said in 7 to 1- days I would be notified if corporate approved the credit form she would submit as they were not out of the XBOX 360 Live 4000 points card at all stores. I told her that I would return the storage tower sent in error once that arrived. On march 12 I spoke with [redacted] who said that he would send a replacement XBOX 360 Live 4000 points card and put a rush on it. As of March 23, 2013 I received nothing from them and sent emails and letters to the Bon-Ton management team and share holders. As of today, April 8th, I have not even received a reply that my concerns arrived. My son paid for a service that he never received. It is going on 4 months after paying for the service and no one will give him that item or his money back. This is at best, poor practice and at worst, fraudulent misrepresentation of business.Desired Settlement: Want the XBOX 360 Live 4000 points card or money back.

Business

Response:

Dear [redacted],

I have contacted this customer and explained that the XBOX 360 4000 points card was no longer available. I gave the customer the contact information for our e-Commerce Customer Service Manager so he could arrange a credit for the customer.

Sincerely,

Executive Assistant

Review: I purchased 2 [redacted] chairs from the Boston Store Furniture Gallery in [redacted], Wisconsin for $600 each for a total of $1200. The chairs were delivered to our home on 10/24/14 and we noticed that the legs were missing the screws to secure the chairs. The wonderful sales associate who sold us the furniture called to follow-up and I told her we were missing the screws that secure the legs to the chairs. She replied let me check the our chairs here in the show room to see if they have screws. She called and back and said yes you are suppose to have 8 screws total 4 in each chair. She told me to contact customer service and that is where I had problems. The customer service rep "Rachel"? told me those chairs don't come with screws only felt pads. I said what? I stated that I clearly see the holes in the legs where the screws are to be inserted and we have none. Moreover, the sales associate just checked the chairs in the show room and they have screws in the legs. She insisted that the chairs did not come with any screws. Well, now I'm furious and ready to return the chairs to Boston store. I called the sales associate at the furniture gallery one more time even she was frustrated and said your experience depends on who answers your call in CS. So, she apologized again and said she would take care of it; within minutes I received a call from customer service only telling me that it will take 6-8 weeks to get the screws from the manufacturer and she (Crystal) can't guarantee that they will have them. I might be better off going to home depot and purchasing screws from them. REALLY!!!!! I pay $1200 on chairs and can't get all the parts. They need to ship them next day and not only that but why would we buy screws from home depot we want the screws that come with our $1200 furniture. If I spend anymore money on this furniture it will be returning it to Boston store. I can't believe a store of this magnitude would have such poor customer service. All of this for 8 screws!!!!!! We love the furniture but hate the service. Sadly, we can't even use the furniture because it is not stable and we are fearful of causing damage to our $600 chairs (each).Desired Settlement: I want a 10% discount price adjustment to our order for the inconvenience and screws shipped next day delivery. We can't even use the furniture because it is not stable and we are fearful of causing damage to $600 chairs.

Business

Response:

We called the customer yesterday and resolved her issue.

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,

My Complaint is about the REFUNDS on this Company they don't refund the SHIPPING. What can I do about , they said that they can't refund my shipping cost you see I PAID 89.88 and they refunded me only 79.94. So can you HELP me on this?

Review: On 5/5/14 I placed an order for a gift card that was supposed to be emailed to the recipient. On May 8th I sent an email to Bon Ton asking for delivery confirmation. I received an email back that my order had been cancelled but I could call to order another one. I called them and they had no explanation for the cancellation but told me that the supervisor on duty would contact the corporate office and would call me back within 24 hrs with information about my gift card. I never received a phone call from anyone from BonTon. I called them again and was given the run around so I told them that I wanted the whole thing cancelled and to refund my money. I never received my refund so I called back and was told that I would definitely have the money refunded to me by Friday, May 16th. I still do not have this refund so I called them again and now am promised that I will receive it by the 20th.Desired Settlement: I would like at the very minimum a full refund. What they should really do is include interest for the time they withheld my money.

Business

Response:

Cust has been issued credit to their Credit Card, we do show that the Electronic Gift Card was sent to the email address of [redacted] on 5/5/14

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 the refund. In addition to this, the gift card was supposed to be sent to [redacted]. This makes no difference now as I have cancelled this because of the mess BonTon has created with this. I am still waiting for my refund.

Regards,

Business

Response:

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

Review: Refuse to refund a purchase even if I have proof of purchase through my card because I cannot find my receipt.

On August 23, 2013, I made 2 separate purchases at Bergner's in [redacted], IL. The first purchase was for children's clothing. I then immediately went to a perfume counter (was not planning on stopping there thus the 2 separate purchases)and purchased a ring for $12 and a bottle of perfume for $50. The ring was on sale so there was a discounted amount for that and a 20% sale was also going on at that time. I paid for the ring and perfume using a prepaid gift card. The purchase amount for both items was $66.23. The salesperson was very nice and even gave me a sample of a different popular perfume.

After getting the purchase home, and a few days later, I decided I no longer wanted the perfume. I have never opened it, and it's still sitting in the Bergner's bag, wrapped in paper and the plastic that it came in. I have searched everywhere and cannot find the receipt. I cannot even guarantee that I received a receipt from the salesperson because we were doing a lot of chatting and I had my young daughter with me at the time who wanted to smell all of the perfumes. I always place receipts in my wallet, in my purse which is exactly what I did with the children's clothing receipt but this second purchase there is no receipt to be found. Again, the salesperson could have forgotten to give me one due to us talking. I'm not saying that is what happened but it is a possibility.

Regardless, when I called the store asking about this situation, I was adamantly and rudely told that the only thing they would offer me is a merchandise credit because I don't have a receipt. I told them I had my receipt for the other purchase and that it was just a matter of a few moments when I made the 2nd purchase. I even said I could bring in a print out from the gift card website showing the date of the purchase, the amount (which could easily be matched up with the items I purchased), and the store number. She didn't care, just kept saying a merchandise credit would be issued. The only way they could look it up is if I'd paid for it with a check (which doesn't seem to make a great deal of sense - but whatever). The funny thing is the clothing purchase was paid for with a check.

I don't shop in Bergner's often because there is really nothing in the store to shop for and the items that are there cannot compete with other department stores. I didn't want a merchandise redit for these reasons and because the last time I purchased something at Bergner's was probably close to a year prior. There's just nothing worth buying there for the most part. This experience has definitely not made me want to shop in the store more often.

I don't understand if I have a way of proving the purchase was made why I cannot receive a credit back to the form of payment I originally used to make the purchase?Desired Settlement: I just want my gift card to be credited back for the amount of the perfume purchase. I have worn the ring so obviously that's not an issue.

Business

Response:

Dear **. [redacted],

I apologize for my late reply as I received this complaint on Monday, October 28.

I have checked into this customer's complaint. Because she has no receipt, our policy is to issue a merchandise credit for the item. While I understand that the customer can provide a printout from the gift care website, it is not the original receipt.

I apologize if there was any rude behavior exhibited by the associate who spoke with this customer.

Sincerely,

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 ordered a coat on 11/27/15 online through the Bon-Ton store. The package was shipped to me and delivered on 12/1/15. It did not contained the coat, but it did contain clothes hangers. I called customer service center and they said to return the item and the coat would be re-sent immediately. They never sent a coat and I called the customer service center on 12/10/15 to inquire about the status of the coat. The operator stated that someone at the corporate level would need to "sign off" on re-shipping my coat and that is why it wasn't done. I called Bon-Ton again on 12/12/15 and asked for a refund. The operator stated that it would be processed immediately. I called the company this date, 12/15/15, to inquire about my refund. She stated that she believed that it takes an additional 7-10 days to process refunds of any kind. I said I was frustrated, because no one explained to me the waiting period. The operator was rude and stated that she just started working for the company and the manager would call me back within 48 hours if I left a message. My other option could be that I could call the Revdex.com.

Review: Original price of item in ad was false.

In pre Christmas ad, a six inch cast iron skillet with cinnamon roll and cinnamon sugar mixes was advertised for $10.00 with original price of $26.00. Brand is Indulge. Distributed by Coastal Cocktails, Inc of [redacted] California. Batch no. cng[redacted]

As I was wrapping the gift today, December 23, 2013, I went to remove the price tag and underneath that tag was another with a price of $12.99. [redacted] looks like the number under the upc code, but the 28 could be something else as it is difficult to read. We put this purchase in the amount of $10.00 on a credit card. Without researching, I do not know the exact date, but in December.

I thought the practice of upping a price and then selling it at a "sale price" had gone out long ago. I am so disappointed in Bergners. A company I trusted, and now I will always question what I am getting there, if indeed, I shop there again.Desired Settlement: I went to remove the price tag and underneath that tag was another with a price of $12.99. Was advertised for $10.00 with original price of $26.00. I thought the practice of upping a price and then selling it at a "sale price" had gone out long ago.

Business

Response:

This item was not marked up prior to putting it on sale. This item was price ticketed at the vendor not in our stores. We are checking with the vendor and are awaiting a response.

Sincerely,

The Bon-Ton Stores

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: They passed the buck. I want to know what they say after they contact the vendor.

Regards,

Review: My order [redacted] was cancelled without any logical explanation.

order# [redacted]Desired Settlement: Want my order to be honored.

Business

Response:

Dear **. [redacted],

We apologize for cancelling **. [redacted]'s order. We have created a new order for this customer and he will be notified by email once the order has shipped.

Sincerely,

Executive Assistant

Review: Carsons.com order number [redacted] placed on 11/11/14. Item not received, stated by customer service to be out of stock. Refund of $53.67 was requested on 11/19/2014. Refund has not been received as of 12/1/2014 and customer service states refund request has been "escalated" and request for refund has been sent to corporate but has provided me with no refund to my credit card. They also state that customer service should have contacted me 3-5 business days after refund was requested on 11/19/2014. It has been past 3-5 business days now and I find the fact that I have received no response from customer service and no refund to my credit card to be completely unacceptable and unprofessional in business standards.Desired Settlement: I would like a full refund of purchase price of item, since I never received the item as ordered. Credit in the amount of $53.67.

Business

Response:

We have credited this customer for her full order today.

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 for helping me get a resolution with this company.

Review: payment mailed fourteen days prior to due date and posted one day after due date. This has happened twice this year.

payment mailed 4/8/2014, not process until 4/21/2014. sufficient time was provided by customer in mailing payment to comenity to process $100.00 payment. This has happened twice this year. calls and emails to comenity bank do get a response.Desired Settlement: Refund of $25 late fee dated 4/20/2014

Business

Response:

We apologize for the inconvenience this may have caused this customer. I asked our credit service provider to look into this complaint. After reviewing their records, they noted receipt of the $100 payment on 4/20/14. Payments are processed the day they receive them. The $26.00 dollar late fee was credited back to this customers account on May 2, 2014 and will show on her next statment.