The Bon-Ton Store Incorporated

This customer placed orders with us on January 4, 2015; one at 2:pm EST and one at 4:pm ESTThe customer returned both orders and was credited on 1/21, 2/20, and 3/This customer called us on March requesting reimbursement for return shipping costsWe requested a copy of the return
receipt from the carrier she used n order to process the credit; customer refused to provide the receiptA Supervisor attempted to contact the customer three times on the evening of March but was unable to connect with the customer
We would be more than happy to process a refund for the return shipping however, the customer has closed her BonTon account and we have no way of reimbursing her
Our last contact with this customer was on March 30,

We sincerely apologize for this situation and the condition of the merchandise upon arrivalAction has been taken today, 8/30/2016, to refund the candles totaling $17.57. The refund will take 3-business days to post

[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,
*** ***

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 for the issues with this order. We issued a refund on 1/16/17. Please allow business days for the refund to post to your account

I called this customer on June and left a message for her to call me but I have not heard from her. Time of call was 12/pm CT

The Bon Ton Stores Incfinally issued me a full refund for the merchandise that I never received from themThis is in regards to the complaint I filed (#***)I am unsure how to close the complaint since we have now reached resolutionHowever, I thought I should inform you since we finally
reached an agreement.Thank you,*** ***

We will be doing a credit to this customers card for the disputed amount
Sincerely,
The Bon-Ton Stores, Inc

[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 customer service representatives (CSR) are not consistent with their answers and gave me extreme difficulty with solving this issueI originally placed the order on 9/16/with 2-day shipping, five items circled as in the attached the photo were not delivered on 9/24/CSRsaid she'll send a re-shipment request but not the gifts with purchase when I asked for supervisor, she just hang up on meHow RUDE! CSRsaid they'll send re-shipment request for all the missing items including gifts with purchase9/25/2015, CSRsaid she could cancel and refund my original order and place another duplicated order and choose the overnight shipment, I agreedAfter all the time and efforts I spent, CSRtold me the items I ordered were out of stock! CSRsaid the re-shipment investigation could take few weeks while another CSR said 3~business days. By the time I filed this complaint through Revdex.com, I checked online, all of them were still available as showing in attached photosI am very unhappy with how Bon-Ton CSRs deal with customers. I have already missed the opportunity to send it out as a birthday gift by 9/26, and at the same time, I'm so tired dealing with Bon-TonThe holding and waiting time is extremely long, and I've already spent more than five hours on it, not worth it at all.
After reading this response, even no sincere apology"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."
To answer your responseIt's not difficult to figure out what I wanted, it's difficult for me as a customer to understand what Bon-Ton really can offerFrom my experience the so called "Customer First" is hilarious! I wanted re-shipment of those missing items, but was told several different answers, what else can I do?! No more wasting time for me, sincere apology and refund!
Regards,Unhappy Customer

[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. Today I received a package which contained other *** items from *** While different items, I believe the value is above what I would have originally received I thank you so much for your work in getting this resolution for me Have a very Happy New Year
Regards,
Vicky Spore

We credited this customer for her original purchase of $on March 11. We couldn't send her the gift as we no longer had any to send. Emails for the order and subsequent cancellation were sent to the customerThe customer should check junk and spam folders for the emails

After contacting our Marketing team, I have confirmed that emails are no longer being sent to the email address as of 8/31/The request to stop mailing advertising through the US Mail, unfortunately had not been received by our Marketing team and for that reason no action had been taken to
discontinue these mailingsAs of today, 10/13/2015, this request has been submittedStopping any mailings does take 4-weeks to affect so these mailings will continue to be delivered over the next several weeksWe sincerely apologize your request was not received so we could respond to this request earlier this summerThank you for your patience and please be assured this request has been honored

We have left a voicemail for the customer regarding refunds. We show credits applied to her card on 12/28/($7.20), 12/29/($39.82) and 1/3/( $30.86)

I have spoken with the customer and the issue is resolved

[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 returned a call back to Donna from Bon-Ton via the phone number she left on my voicemail, no return call back to meI have spoken with my credit card company yet again and no refund has been made for the or The tracking information shows refused but nothing elseI already received refund for and for the other returned itemsThat still leaves items not refundedI will still await my refund for said items
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 as Answered]
Complaint: ***
I am rejecting this response because:I never saw the *** driver on the delivery dateIt is more likely that the package was delivered to a wrong placeIf Bon-Ton thinks it was stolen, how does Bon-ton know it? It is irresponsible to refuse a refund with the excuse that the package was stolen
Regards,
*** **

I did receive all of my items & am not going further with my complaintI have never had such poor service with an online purchase & am still very concerned that my original order invoice wasn't honored & the company did not acknowledge their terribly messy, unorganized, & nonsensical methodsThe process of ordering on their site is 10-years behind most other current online stores, with a useless search engine that varies in usage from the mobile version to the desktop I'm not surprised since their brick & mortar stores are just as far behindI doubt that I will ever place another online order with this company againIf I do, I will limit my order to one item only since they don't stick with the original invoice at allI don't trust this companyBut as I said, I'm ending the complaint process

[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 Thank you,
Regards,
*** ***

We have contacted the customer and processed a refund

We apologize that this customer did not receive the rewards cards. The cards are being sent out todayWe have responded to the customer via email on 11/3/