The Bon-Ton Store Incorporated

The *** set ordered only comes in the *** Brand. We could not send the *** type set. The vendor did send a *** or *** set to the customer

We apologize for the issues this customer had with her order. When ordering online, if there is a free item with the purchase, the customer must put that free item in the basket otherwise it is not included in the order. We have contacted the customer and are shipping her the missing
items

The delay in shipment occurred when we transitioned to a new fulfillment facilityWe processed a 25% credit as a courtesy for the inconvenience and will credit the remaining orderAfter listening to several of the recorded calls, it was difficult to figure out what this customer wanted; the items
or the credit

We apologize for the issue with the delivery. We tried to reach the customer to determine which socks she needed replacedWe have left a message for the customer and have issued a refund as we did not know which socks she needed replaced. We will be coaching
the customer service person who originally handled the complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and wait for them to fully refund my purchase. BTW, They should learn to handle customer relations in a responsible and honest way In the reply made by BONTON, they said that "The customer did not contact us after the claim was issued for us to investigate, otherwise the credit would have been issued at that time..." That is not true. I called them more than times since mid-August.
Regards,
*** **

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint
will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The Bon-Ton website accepted the online order If you are offering merchandise for sale with no conditions, it is and misleading to then cancel the order due to a logistics issue such as inventory that should tracked before the online order is complete Or at a minimum allow the customer equal value (meaning the actual value in savings) towards another item
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I wish that it didn't take going to the Revdex.com to get resolution, but I'm happy that I did. I experienced about hours of headaches working on this issue and now I know where to spend my money in the future - not ***! Thank you, Revdex.com, for everything that you do
Regards,
*** ***

We apologize for the issues this customer experience with this order however; all of the information we have shows that the items were delivered on 12/31/at 5:09 pm As a one-time courtesy we will issue a refund for this order

We reviewed this complaint and have listened to the recorded conversations of this customer's calls. We found no statement by our customer reps guaranteeing delivery by 1/11/17. When she called to cancel the order, it was already in process and could not be
cancelled. The item was delivered via *** on 1/12/at 11:am; tracking # ***. We do not guarantee a delivery time. Delivery depends on when the order was filled at the warehouse. *** *** day shipping is from the time the order leaves the warehouse, not the time the order was placedTime must be allowed for the order to be picked up by the warehouse, packed, made ready for shipping and then picked up by *** **. Again, our records indicated this order was delivered on 1/12/at 11:am At this point, we will not process a refund as the tracking number shows it was delivered

We sincerely apologize we ran out of stock on this gift-with-purchase(GWP)itemIn an effort to provide our customers with pre-notification that there is a possibility that a GWP will run out, we always state these types of offers are limited while supplies lastAs it applies to this item, we
verified this information was posted on our website; however, we certainly understand this is a disappointment for our customerSo we have taken action today to credit the customer an additional 25% for this inconvenienceThis credit will be processed today and an email verification will be sent to the customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively
Resolved]
Complaint: ***
I am rejecting this response because:
This company refuses to accept any accountability for the fraudulent chargesI understand from an IT expert that phishing adware was attached to my browser and personal information was collected by Bon TonThe individual that contacted me from this company was extremely condescending and unconcerned with the issueHe (Chris H***), advised "your bank will take care of it"Completely unconcerned that his company is accessing/shipping inventory via stolen credit card informationWhen contacting the customer service dept for Bon Ton agents and reps refuse to offer ID numbers, (they are advised not to offer this info), cannot explain the processes (referred to the fraud as Risk Management), nor refer the caller to a corporate telephone number (they don't have corporate telephone numbers) These type of business practices and processes should be illegalThe ONLY time I've received a follfrom this company was AFTER I contacted the Revdex.comMy bank has advised this company to NOT authorize the charge to my card, but to date have received no response nor cooperationThis company charged my credit card and shipped the inventory all less than hoursThis is quite suspicious to me, especially after reading reviews of their shipping/verification process I will continue to speak, write and advise consumers about this company, its practices, and lack its lack of support, empathy and professionalismI believe that this company preys on consumers both legally (via adware) and illegally via theft
Regards,
*** *** in

We have contacted the customer and she is working with her bank to get her money back for the fraudulent charges

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because I should not have had to go through all of the wasted time and energy to get my credits. I want compensated for my time and efforts. I said that in the original compliant and will not consider this closed until I am
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We apologize that we canceled your order however, with promotional merchandise such as this we receive a lot of orders in a very short amount of time which may result in more orders being placed than we have inventory to fill. The order was not canceled due to the discount but because of
inventory shortage

While I appreciate an apology, the credit came about through my efforts aloneI would like to know if the company plans to do anything regarding their misleading customer
service practices to protect others in the futureIf not, a negative BBC rating should be reflected
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

The customer was not charged until the item shippedHis bank put a pre-authorization onto his cardThis is standard practice for most if not all credit card companiesBelow is a copy of our cancellation policy as seen on the WebsiteI 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 orderPlease note that your order may begin processing immediately after you place your order, and it may not be possible to cancel the order

Horrible customer serviceThe 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 shipsWill never order anything else from them again

We are issuing the credit, I just wanted the customer to be aware of the return shipping charges which can be found on our website. The credit spoken about on the packing slip refers to the goods being returned, not the shipping charges

[A default letter is provided here
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***