Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Date: Jan 11, 2025 Pants, Jacket, Cami-top - price $240 Estimated Delivery: Thursday, January 16, 2025 ***** states OUT for Delivery on January 16 Called customer service January 20, advised to wait another day and call back on January 22 if not recieved.Called customer service on Jan 22, escalated to Corporate. Asked to wait 72 hours for a response to locate the package.Called end of day Jan 24, no updates on package whereabouts.Called customer service on Monday, Jan 27 and escalated to a supervisor. Supervisor called at end of day and asked for more time to track the package.Called end of day Jan 28th, STILL no updates on package whereabouts. NEVER did the customer service ask if I would like a new order sent out (or even expedited shipping). This was my FIRST and LAST order to Boston Proper. I have requested a refund to my credit card for the order I have never received 12 days after it was said to be delivered.I have never reported any complaint about any other business. I am so unhappy with how I was treated as a customer by **********************. They simply didn't know how to handle an undelivered product situation. They let me get frustrated an aggravated and suggested I just KEEP WAITING, while it is more than obvious to me that the package was LOST IN TRANSIT.VERY POOR business practice.

  Business Response

  Date: 01/29/2025

  Hello,

  It appears the customer called us several times and her concern was not escalated as soon as it should have been. Here is the email I sent to her to close this matter out and being mindful of the time difference:
  

  Hello *******,

  I hope this email finds you well. My name is *****, and I am the *************** Service Manager at **********************. I received your concern through the BBB and wanted to personally reach out to sincerely apologize for the poor customer service experience you encountered.
  To address this matter, I have processed a full refund of $241.72 for your order, as it appears to have been lost by ****** We are currently investigating this issue with ***** and taking steps internally to ensure that concerns like yours are escalated much sooner in the future. Additionally, we are providing coaching to the representatives you previously spoke with to prevent similar situations.
  I completely understand any frustration this may have caused, and I truly regret the inconvenience. Id be happy to discuss this with you further. I want to be mindful of the time difference, so I can give you a call later today at a more convenient time, or you are welcome to reach me directly at ************.
  Again, I deeply apologize for this experience, and I appreciate your patience and understanding. Please let me know how I can further assist you.
  Best regards,

  ***** *******

  Customer Answer

  Date: 02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delivered to wrong address. Just want merchandise. They refuse to let me speak to a supervisor

  Business Response

  Date: 01/16/2025

  Hello,

  Thank you for bringing this to my attention. The customer called us twice yesterday asking for a supervisor and did not receive a call back from us. Her order was delivered to the wrong address and this should have escalated to HQ for processing.  I sent her out a replacement and refunded her shipping and the difference of the sale price for the coat that is being offered today. I called the customer and apologized and explained what steps I was taking. She was very happy and all involved will be coached. The customer was refunded $31.74.

   

  Regards,

  Kathy 

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Coat and paid $85. for it, I exchanged it for a bigger size and received a receipt for $22.22 less than what I ******** the coat was recently discounted and so I asked for a price adjustment, they declined! So I said that I wanted a receipt with the original $85 that I paid. They are refusing to do so because the coat is now worth less!! All I wanted was a receipt for my payment. So if I return the coat for a full refund, then Im going to lose $22.22!! I am so disappointed with Boston Proper, because *** spent thousands of dollars buying their clothes and also referring them to my family and friends!!!

  Customer Answer

  Date: 12/23/2024

  Boston Proper has resolved my issue.

  i am content with the resolution and would like to close out this complaint.

  Business Response

  Date: 12/24/2024

  Hello-

  The customer did an even exchange which was shipped on order ******* and arrived to her on 12/21. Even exchanges are not charged nor is any money given back -it is a swap. She can return the size 10 coat for refund of what she paid on the original order and repurchase however, she will still have to pay the 6.95 return fee on *******.

  Called left a voicemail that a receipt for the $85 was resend via email and she even has her credit card bill for proof of payment but if she would like to return and re-purchase for a lesser value then she has that option as well. Even told her about the **** ANNUAL sale, where she could it cheaper.
  

  Our policy is very clear on our website.

  Happy holidays!

  ***** Keroack 

  Customer Answer

  Date: 12/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 items totaling $150.00. I asked to have it shipped with 2-day ************ would pay the delivery charge. After only 12 hours of the purchase (!!!), I received a bulk email from Boston Proper stating that they are offering FREE 2-day delivery for a purchase of $150.00. I called customer service the next day to have my delivery fees credited to my Amex. They were off shore in the Phillipines and gave me the hardest time EVER! They woud not turn the call over to a supervisor. They told me they would have someone call me back. They didn't. The next day I called again and still played hardball. Their tactics are to frustrate the customer to the point that they just give up. I finally spoke with a Supervisor and they will not credit me the $18.90 for the 2-day delivery. I spoke with **************** and they are taking care of this. This is not the 1st time or 2nd or even 3rd that I have had problems with Boston Proper. They make it impossible to speak with anyone & make returns too. However, this IS the last time I will ever purchase anything from them. They really did lose a very good customer.

  Business Response

  Date: 12/17/2024

  Hello,

  When the customer placed her order, she used the ****** promotion code. We only allow one promo code per order and the free upgraded 2-day shipping was not active at the time she placed her order - therefore her request was denied. This is clearly outlined on our website, and we respond to all customers the same when they are asking to "stack"" discounts.  We do NOT stack discounts. She has also added reviews on Trustpilot and Sitejabber and my team will respond to her there as well.

  As far as contacting AMEX to handle the problem; if she disputes this charge it will tie up her account for a minimum of ************************************************************************************* our favor as what she is asking for, is clearly outline on our website under Customer Care/Coupons and Promotions - see below.

  BOSTON PROPER COUPON AND PROMOTIONAL CODE CONSIDERATIONS
  
  For most offers, some restrictions apply. Offers are not valid on previously purchased merchandise, gift cards, taxes or shipping and there is no cash value. Only one offer per order is valid and may not be combined with other coupons, offers or events. Offers are not valid if reproduced and they are only accepted for a limited time. Please read the details of each offer, as coupons and promotional code restrictions vary.
  For more information about online orders, visit Shipping and Handling and Effortless Returns. To find answers to frequently asked questions about orders, payment methods, shipping, returns and more, visit the Boston Proper FAQ's section.
  Everyone wants to save money where they can, but you don't want to sacrifice quality just to stay under budget. With the amazing inventory at Boston Proper, you get the latest fashions while also enjoying the opportunity to make purchases at a discount with coupon codes and promotions.
  
  Thank you,

  Kathy 

  Customer Answer

  Date: 12/17/2024

  The sale 50 code was for the merchandise automatically offered & applied.  Not 12 hours passed when I received a bulk email offering new *delivery* discounts. Every merchant I have dealt with in my many years does price adjustments & honors a discount for an order that was literally just placed hours prior to their "come-on".  As for penalizing me with Amex, 1) just the opposite bc this will go against their merchant account with them & 2) furthermore, I will never  shop with Boston Proper again & nor should anyone else unless they dont mind problems! They lost good business,  not me.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22694678
  
  I am rejecting this response because:

  The sale 50 code was for the merchandise automatically offered & applied.  Not 12 hours passed when I received a bulk email offering new *delivery* discounts. Every merchant I have dealt with in my many years does price adjustments & honors a discount for an order that was literally just placed hours prior to their "come-on".  As for penalizing me with Amex, 1) just the opposite bc this will go against their merchant account with them & 2) furthermore, I will never  shop with Boston Proper again & nor should anyone else unless they dont mind problems! They lost good business,  not me.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/17/2024

  I truly apologize for the experience however our discount codes do not automatically apply to orders. They must be manually added at check out; we also have a message at checkout that states we cannot modify or cancel orders once they are placed. This is due to the efficient order processing systems we use, and we can from time to time manually stop an order by partnering with our distribution center nut we do not guarantee this outcome. Our policy clearly states we do not stack discounts and once a discount code is used, we cannot price adjust with another.  Our regular price adjustment policy is if you purchase an item at full price, and it's marked down within 10 days, we will process a price adjustment.  We do not penalize you with AMEX - it is AMEX who locks down your account, NOT **********************.  This is simply **** disputes work, we have no control and even if we wanted to refund $1.00, we cannot because the account is locked by AMEX.  I understand you are upset, and I am happy to discuss this one on one over the phone if you would like to. Let me know. 

   

   

  Customer Answer

  Date: 12/17/2024

  Let this communication speak for itself.  If a shopper doesn't mind constant aggravation from a merchant, then Boston Proper is for you.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22694678
  
  I am rejecting this response because:

  Let this communication speak for itself.  If a shopper doesn't mind constant aggravation from a merchant, then Boston Proper is for you.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the denim jacket with the lace on the cuffs 3 out 5 jacket buttons fell off.I purchaseed a pair of white jeans. There was fraying in the thigh aware.I have called *****************I awaiting a response from "corporate "I'm asking for credit, I'm not requesting a refund.I'm hoping there a favorable resolution.

  Business Response

  Date: 12/10/2024

  Hello,

  This order is from August 2024 and has been worn for 4 months now. Normally if she called right away, we would have exchanged for a new item however she is outside our return policy which is 30 days from the fulfillment date. The photo she shared on 11/10/2024 are pictures of the item looking like it has some snags on it which could be caused from catching it on something like jewelry perhaps - and clearly due to wear and tear.  There are no pictures of missing embellishments. This request is denied.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a winter jacket on November 16th 2024. I have never received it. Boston Proper insists it was delivered to *************** It was not. I have been on the phone with Boston Proper 7 times. I have been to my post office window with the employees trying to find out what happened to my package 7 times. The package is lost!! I believe its probably stuck in a *** ex outlet somewhere ..?? I want my credit card refunded as I have not received the package. It is not on me to find this package. I have tried and tried. No one at Boston Proper will respond to my request for a credit. I am so frustrated with the absolute horrible customer service concerning this problem.

  Business Response

  Date: 12/10/2024

  Hello - I emailed the customer because she lives in ** and it's too early there to call but she has my number going forward.  Here is what I sent her:

  Hello ******,
  
  My name is *****, and I am the *********************** Manager here at **********************.  I am reaching out because ****** ***** shared your email with me, and I did receive a BBB concern regarding this order as well. I sincerely apologize that you needed to contact us so many times as this is not acceptable.  Please note my full name and direct phone number are below in my signature if you ever need me, feel free to reach out directly I am happy to assist.
  
  Here is what occurred:
  
  11/22/2024 Your order was awaiting pick up at the Post Office
  11/30/2024 The order was never picked up, so **** delivered to the physical address that you added and registered with when you initially set up your PO Box, we have no way of knowing what that address is
  The total amount on the order was $199.55, not the $208 you shared.  I just wanted to clarify that.
  I refunded you today for the total amount $199.55; and you should receive an email stating you were refunded.  Please allow 3-5 business days for the credit card company to refund back to your credit card.
  
  Thank you for bringing this matter to our attention and I will provide feedback to all involved.
  
  Regards,
  Kathy 

• Initial Complaint

  Date:11/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of Thanksgiving, at 7:12 am, I place an order. After realizing I made a mistake while placing the order, I called at 8:00 am, when customer service lines opened, to cancel the order. I was told that customer service could not cancel the order, and that customer service needed to send an email to corporate to request that the order be cancelled. I was also told that because it was Thanksgiving Day, it could take 2-3 days to get a response and know if the order can be cancelled. I explained that on their website, it said to call customer service to cancel orders, and it makes no mention that an email needed to be sent to corporate. During the time spent on waiting on a response from corporate, the order (I tried to cancel) could probably be processed. Today, is Friday, and I am still waiting to see if the order will be cancelled. This has been the most disappointing and frustrating customer service I've ever experienced, and the policy on Boston Proper's website is very misleading.

  Business Response

  Date: 12/03/2024

  Hello,

  I called the customer and explained that our order processing systems work very quickly and are extremely difficult to "stop". We work hand in hand with our distribution center to try and manually stop orders however, our ********* and distribution center was closed on Thanksgiving and Black Friday so unfortunately her order was shipped as planned.  I sent her a free return label and told her once the order comes back in house, we would refund her. She was fine with that and has my direct number going forward. 

  ***** *******

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 7, 2024 my chase **** was charged ****** by a vendor called SP Boston Proper. I cannot find any email confirmation or anything else confirming a purchase and showing what merchandise were purchased. Is this your business or is there a fraudulent vendor operating as you?

  Business Response

  Date: 11/11/2024

  Hello,

  I tried to call this customer and there was a very odd phone ring, like a fax then the call dropped after 6 or 7 rings. I do not see any orders from her ever in our system and I looked through all order on 11/7/2024 and none matched the total she claims to have been charged. She clearly never called us and she contact her credit card company/bank if she suspects fraud.

   

  Thanks,

  ***** *******

• Initial Complaint

  Date:10/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After doing business with Boston Proper for years, I will never order or deal with them again.I placed an online order and entered the promo code that applied 25% and FREE SHIPPING.Upon checking out I realized my charge included a $9.95 shipping charge. Their system had overrode the promo code I entered nand applied another that allowed them to charge the $9.95.I reached out and was handed a your fault email and we do not have any option to credit the shipping charge (hard to believe) and they cannot cancel my order as I requested once I got their non response to my request.Pure greed and not at all interested in customer service.BUYER BEWARE

  Business Response

  Date: 10/28/2024

  I called the customer to explain she would have had to enter the code in order for it to apply to her order and it's possible she drafted an order and left the code in because our system does not automatically apply codes. Her original order # ******* was already canceled and refunded per her request and she agreed to place a new order with me which is order# 1497050. I also offered free overnight shipping as my apology. She is happy and has my contact information going forward.

  Customer Answer

  Date: 10/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:10/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered $400 worth of merchandise, one item was on backorder and shipped separately. I received the one item however I never received the package which contained most of the additional items. I called numerous times, asked to speak to supervisors, got a few callbacks got an email confirmation that I would get a replacement and since the one blouse that I did receive in a different color I had also ordered, which was in that other package I didnt like the way the blouse fit so I asked for them to refund me the money for that, but to replace the remaining items. I got an email confirmation that they were going to do just that waited a week never heard back. I am attaching a copy of that email. I had to call again a week after to only be told that this was taken to the corporate level because it shows it was delivered and that I had to file a police report. I was baffled. I want my money back. I asked to speak to somebody in corporate. I will not stop until I get my money back. They took my money and refuse to replace or refund me. I really do not have time for this as they need to do right by the customer. I dont know if they are used to dealing with people that they feel are lying to them, but I have no reason to lie. I am a businesswoman as well in a corporate setting and I really dont have time for this nonsense. They asked me to follow police report in my neighborhood. There is no such thing. No ones gonna come to my door and steal a package so I wanna refund.

  Business Response

  Date: 10/16/2024

  I called this customer and spoke at length. Apologized for the experience however did explain that ***** provided proof of delivery to her address and if her package was missing, we would normally ask her to file a police report. Based on the mishandling of her issue by several people, I agreed to process a replacement order for all items missing (except one blouse that she wanted to be refunded for due to sizing issues). She was thrilled for the help, and I told her I will use this as a training opportunity. She has my direct number going forward.  

  Customer Answer

  Date: 10/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****