The Bon-Ton Store Incorporated

[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: What the company doesn't acknowledge is that even though they say that there was a refund, more than $in charges above and beyond what they had already put a hold on with my account. So they charged the original $116+, as well as more than another $75. I was not reassured with a $refund since they had overcharged me by more than $75. And none of the charges matched my order. In addition, EVERY single price of the items I ordered that was on the original invoice changed times. There was the price on the original invoice online, the price on the new invoice that arrived with each individually sent item from all over the country, and prices that varied with the representative I spoke with today. So I have no idea how this is actually supposed to shake out and have no trust in the methods of this company. The nice customer service person I talked to today said that all should be settled with my account by next Wednesday, the 13th. So I will not close this until I am satisfied that they will actually refund what they say, since charges of items that came to me already total $126.97, above the original invoice of $116.24. The $is the amount already taken from my account as of today- more than $more than my invoiceThe representative told me that the final amount SHOULD be $103.09. I will wait to see if that rings true. I'm concerned that there will be more tacked on with one more item that is supposed to come next week. I have ordered from Amazon where individual vendors sell. I am charged only ONE time for each item and the price is always the same as what it says in my total invoice when I order and the totals always match at the end of the order process. With this company, they put a hold on the total amount and then started tacking every single individual order that came from separate stores on top of that. I find that dishonest. I would like a guarantee that they will change their methods and only charge once- when the item is shipped. The fact that different prices for every single item came at different times in this process makes me suspicious of a company. I expect the price I'm quoted on the website and the price in my invoice to be the FINAL price and shouldn't have to sort out for hours, make multiple phone calls, and then still HOPE that they are going to do what they say. I will believe it when I see it. I would appreciate it if the company admitted that they have been inconsistent in their treatment regarding my order and agree with me that the price I'm quoted in my invoice should match what I get and not be changed times with each item. And I would also like them to agree that they will only put a hold on a price of an item ONCE- when it is shipped, not twice. That is what happened here and I find that unacceptable and unscrupulous. This feels like a bait and switch operation that hopes I'll toss up my hands and give up while they rake in extra money because I can't figure out my order. I will further pursue this with the Iowa Attorney General's office to find out more about how the company is supposed to be handling their banking practices. I will wait to see what shakes out the middle of next week. I am not satisfied with the company's stance and I am not done
Regards,*** ***

The purchased VGC was emailed to the receiptinent on four seperate occasions on 5/when purchased as well as on 6/5, and twice on 6/6. We have now today sent via USPS a EGC to *** *** to the address provided in ***, Wi

We sincerely apologize for the issues with this order. We have spoken to the customer and have refunded the cost of the first order

We are sorry that we were not able to fulfill your order for the
*** *** set. This item does not come bundled together in sets from the vendor but arrives from the vendor at our warehouse UPC'd individually, not as a setWe credited the customer for the items she did not receive from the original order and will credit her for the one item she did receiveWe will not reimburse the customer for the replacements she purchased from another store

We have researched this issue and have found the following:The customer placed the item in her cart but waited until the next business day to reenter her cart and place her order. Prices changed due to a new eventWhen putting items in the basket and not completing the order until the next
business day, the customer runs the risk of losing out on the sale price. We did receive a credit request on Saturday, 3/26/and it was approved on 3/28/

We sincerely apologize for the delay in the shipping of this orderIt was shipped on 9/and was held up at *** ** until 10/3. We are not sure why *** ** did not processWe ordered a reship on 10/2/The original shipment was scheduled to be delivered on 10/5/17. The reorder will
also be shipped but we are not sure of the date of delivery

We will try contacting this customer again. The customer would have been given a number to call The Retail Equation regarding this rejection when she tried to return the items. She would have received a warning prior to a denialHas the customer called this number to get an explanation?

[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 Please note that I did follow the instructions for returning the item as told to me by a Bon Ton repThanks for your help getting my money refunded
Regards,
*** ***

I ordered a coat on 11/27/online through the Bon-Ton store The package was shipped to me and delivered on 12/1/ 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/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/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-days to process refunds of any kindI 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 hours if I left a message My other option could be that I could call the Revdex.com

[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: Bon Ton can say anything they wanted to at this pointAll they cared is to make a sale and not give a *** about their customer or do they cared whether I received the merchandise or notI called the Bon Ton sales representative prior to placing the order of the bag to make sure it would arrive on the two day as advertised on their web site and the person assured me yesWhen I found out it was going to be delivered late and I would be out of town I tried frantically to cancel the order because I would not be at home to receive the bagI have done all I could with due diligence on my part to mitigate what I consider is Bon Ton's fault and misled advertisementThere was nothing on the seller's site that indicated that the two-day delivery was not guaranteed so it was not expressedTherefore, by the court of law, it is the consumer's favorand the seller needs to be absolutely clear on their intentionThe seller can not make the buyer, me pay for something I do not receive and when it is clearly the seller's fault.This case has been dragging on since January of this year, when I left the country to go abroad until now I am still contesting with Bon Ton and it is ridiculous that Bon Ton should persist to charge me for some merchandise I do not even have.I hope that your office can review my case and make a fair determination so to end this ludicrous charge by Bon Ton.Thank you in advance for your attention
Regards,
*** ***

We are sorry but, the coupon for $off your Kid's apparel and accessories purchase of $or more is not valid for online purchasesThe coupon states that it s "Valid in store only." Also the coupon states that it is not transferable, and is for one-time use onlyThe coupon was mailed to a
select group of customers and can only be redeemed by those customers in storesThe online promo code was mistakenly included in the coupon and is not consistent with the stated coupon rulesWe apologize for the confusion

We apologize for the delay in processing this credit. The customer worked with *** ** to return the luggage. *** returned the luggage to a store which does not process web order returns thus the items were never logged as receivedA credit was issued today for
the pieces. The customer will see the credit in 5-business days

We did a trace on this order and the results showed an acknowledgement of the packageIn addition, the weights of the package were verified with our DC and ***This is why a reshipment was denied for this orderWe will credit the customer despite all findings showing receipt of the package
with all items being confirmed

[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 have contacted this customer and he has accepted our offer

We apologize for the cancellation. Due to unforeseen issues with these knives, we will not be fulfilling your order and you have not been charged for the knives

We received the following message from *** regarding this investigationThe customer needs to contact *** as stated in the message below
*** We cannot reopen the investigation *** was notified that your package was not received and as a result a lost package investigation was
initiatedAccording to our records, parcel was delivered on 09/15/at 11:A.M., and left at your CUSTOMER'S FRONT DOOR*** has made multiple unsuccessful attempts to contact the receiverAs a result, the package investigation has been closedThe receiver must contact *** at 1-800-PICK-*** as soon as possible to reopen the investigationOnce we have spoken with the receiver, the package investigation will be conducted

We apologize that the customer did not receive her shipments. We have tried to contact the customer without successWe have left voice message with a name and phone number to contact but the customer has not responded

I have looked at the website and the only color available
in the *** *** *** handbag is redThis is a clearance item and depending on quantity available and demand for the product, we sometimes run out of certain colors or styles before all orders can be filledOrders are filled in the order they are receivedWhen we can't fill the order through one of our distribution centers, we search our stores for the itemThe coupon today that was sent out via email is for 20% off handbags, not 30%We are still willing to send the red bag but we can't send a black one as we don't have any in our distribution centers or stores

Dear Revdex.com:I received a call from Chris H*** from the BonTon stores while on vacation He needed additional information from off the paperwork on the return that was denied When I returned home,
I called him with the information He later called back and said that on the day I attempted to make the return their registers were suffering from a "computer glitch" and the denial was made in error He was unable to explain why the store manager or customer service were unaware of this on that day or for the month after However, he said that now the items could be returned, so my problem is solved.Thank you for your involvement, as I was having no luck getting anyone from BonTon to call me until you contacted them.Sincerely,*** ***