ComplaintsforBoston Proper, LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/16/2024 I made a purchase at Boston Proper totaling $224.72 for a leather jacket using promotion code SUNSHINE which would give me 30% off the purchase of $300 + tax. On 6/17 I noticed I had an authorized transaction via PayPal and I did not receive a confirmation from my order from the merchant, I contacted the merchant to confirm if an order was received. ******** indicated that there was an error with the payment but the error was not on their end. Pay pal said otherwise. My transaction was not processed so I had to reorder the product and merchant did not want to order the promotion SUNSHINE. They indicated this was not their problem and I could use the promotion WHITE and recieve a 25% discount vs. 30% advertised when my original purchase was made. I am a good customer and the company's products are great but they lack customer service. I am asking for the company for a billing adjustment of the 5% difference on order # ******* total of $240.75 vs. the $224.72 of what I would have paid as this error was not my fault as indicated by their **************** Manager. CSR should have more etiquette when dealing with customers.

  Business response

  06/18/2024

  Hello, this customer called us on 6/17/2024 and she told the Supervisor she was "working with PayPal to get the pre-authorization charges dropped so she can retry to place the order". This was NOT on our end, but it was actually on PayPal's end which she acknowledged.  The SUNSHINE promotion ended on Monday 6/217/2024 at 6:50AM however she did place the order (#*******) using a different code for 25% off plus free shipping.  I will agree to refund her the additional 5% as a courtesy; I called the customer today and shared the outcome with her and apologized for the poor interaction. She apologized and is happy for the call. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Boston Proper charged me incorrectly for my order placed on Sunday, May 5th, 2024. Here's a breakdown:I wanted to use a discount promotion (CINCO).Payment included rewards credit I didn't want to use at this time as CINCO was cheaper.Confirmation reflected the higher rewards price, not the promotion.Customer called within 30 minutes to fix it, but Boston Proper said they couldn't due to closed corporate offices.Now, Boston Proper says the promotion ended Sunday and won't adjust the price, even though the order hasn't shipped and that I can't cancel it.

  Business response

  05/07/2024

  Hello,

  Since the customer used her "rewards", she became ineligible to add another promotion.  Per our website, rewards CANNOT be combined with a discount code or another promotion. Only one offer per order is allowed. She should not have used her rewards points if she intended to use the other promotion code, which is why the agent denied her request.

  Thank you

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned two items which totaled $163.44. I paid $103.80 on my credit card and used $59.64 on a gift card. I received the $103.80 credit due back on my credit card but have not received my $59.64 gift card credit. I have called every day since Thursday being told by the representative they will have to put in a request for the refund and I will receive it in 24 hours. It is now Wednesday almost a week later and I still have not received anything! I have never experienced anything like this before! If you return an item, you get a refund that day! What do I have to do to get my money back? I have purchased many things from Boston Proper but will never purchase anything from them again! This is ridiculous! Give me my money back!!!

  Business response

  05/06/2024

  Hello,

  We already responded to this customer on 5/1/2024 and again on 5/2/2024 and sent her gift card via email. She should check her junk and spam folders; I resent it again but she needs to check all folders. 

   

  ***********************;

  Customer response

  05/06/2024

  Its funny, I got my gift card right after I filed the complaint with the BBB!  Yes, they did send the gift card but I had to file a claim with the BBB in order to get it!

  Customer response

  05/06/2024

   
  Better Business Bureau:
  
  Its funny, I got my gift card right after I filed the complaint with the BBB!  Yes, they did send the gift card but I had to file a claim with the BBB in order to get it!
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed 12/31/23 Decreased by $25 on 1/1/24 **************** refused to price adjust. Had not shipped yet, ignored by request to cancel. Order #****** Code semisale was requested.

  Business response

  01/02/2024

  Hello, the customer used a discount code (WELCGsPRZP) when she placed her original order on 12/31/2023, which discounted her order by $21.99. Our policy is that you can only apply one discount/promo code per order. If a customer purchases an item at full price and it gets marked down within 10 days, we will honor the sale price. Please see below:

  FAQs
  I JUST ORDERED AN ITEM, BUT NOW IT'S ON SALE. DO YOU HONOR PRICE ADJUSTMENTS?
  If the price of an item you purchased is marked down within 10 days of original purchase, a one-time price adjustment may be made by contacting **************** at **************. Only full price items are eligible for price adjustments. Promotions and coupons cannot be applied to previously placed purchases. Previously placed orders with a coupon or promotion applied are also ineligible for additional discounts.

  Our policy was clearly explained to this customer however she did not accept our feedback and disagreed with our policy. 

  Thank you,

  *****

  Customer response

  01/02/2024

   
  Complaint: 21083382
  
  I am rejecting this response because:
  If they could not or WILL NOT accept to change the coupon code to do what is right for the customer then the order should be cancelled. The order still has not shipped and can be cancelled. Very very poor customer service. 
  I once again request that the coupon code is changed to benefit the customer, or the order is cancelled and a full refund is issued. 
  Sincerely,
  
  *************************************

  Business response

  01/02/2024

  Hello,

  We act in a very consistent manner with all customers, and it wouldn't be fair to all others who did not receive the same treatment when they asked for an additional discount. I will approve the adjustment this one time as a courtesy however the customer needs to review our policies in the future before placing orders. Once the refund is processed, she needs to allow 3-5 business days for her bank to process the refund back to her credit card. 

  Regards,

  **********;

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have unsubscribed multiple times over two months and they continue to ******* my email and text number with advertising. They simply will not stop.

  Business response

  11/13/2023

  Hello,

  This customer has now been removed from both text messages and emails. I don't see her in our system so there is no way for me to see when she recieved the last email or text but she is all set now. 

  Regards,

  ******************************;

  Business response

  11/28/2023

  Hello,

  I wanted to follow up that I have again reached out to my Marketing Team to remove this customer from all emails. This should be completed by end of say tomorrow and I sincerely apoligize.

  Regards,

  **********;

  Business response

  11/29/2023

  Hello,

  I reached out to my Marketing Team again who assured me she was removed from all emails prior, perhaps she signed up again?  I requested she be removed immediately and received confirmation this will be done by end of day.

   

  Regards,

  ******************************;

• Initial Complaint

  08/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  7/25/23 received order from them. Ordered a blouse for $76.50 and received a black sweater. Contacted company and they sent a return label. Put return package in local *** receptacle. Company said they never received return. I have notified them several times and they will do nothing,

  Business response

  08/25/2023

  Hello,

  This customer never used our return label to send the package back, I have included the screen shot showing the return label was not scanned at the ************ and the attachment is included. When we track the order, it says not scanned by Post Office.

  Regards,

  ******************************;

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Boston Proper is unethical with their business practices. I ordered clothing on 3/12/23, received my order on 3/17/23 and returned select items that did not fit on 4/1/23z They owe me a refund of approx $300. Every time I call Im told it will be processed. Ive called 4 times so far and its the same story. The customer reps lie to me.This company has major cash flow issues and is harming their customers by not issuing refunds in a timely manner and lying when their customers call to follow up.Unfortunately, it looks like there are many complaints similar in nature.

  Business response

  06/21/2023

  Hello,

  I researched this today and learned my agent made an error and did not process the refund properly.  We processed the refund in the amount of $286.40 and I called the customer and left her a voicemail apologizing, and making her aware the refund was processed today and to please allow 3-5 business days for the bank to refund back to her original form of payment. The agent has been coached and I left my direct contact number for the customer if she would like to call me back.

  Regards,

  **********;

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Wanted to use my $100 giftcard I had purchased on 12/17/21, the company says it was not purchased for $100, pnly for $50. I called my bank 2 days ago asking how much it was purchased for and they said $100. All Boston Proper wants to do is view screenshots of my bank account and have access to my statement for proof of purchase. According to my bank, they are not allowed to send bank statements to other people except the person on the bank account. I also personally tried screenshotting amounts for family using my online app for my bank, and it gave me an error message saying: due to privacy rules, you cannot screenshot. I would like my $100 back in full today. I also would like the BBB to do sometning about this versus me personally doing the problem solving myself. I am very dissatisfied and getting frustrated every minute.

  Business response

  04/17/2023

  Hello,

  We have tried several times to call this customer and speak with her however she isn't answering our calls.  My last voicemail was a very kind message explaining I can see 2, $50 gift cards, one from12/17/2021 and one from 12/17/2020 however there was no gift card purchased for $100.  She is not providing accurate information and speaking one on one would be much easier and more productive however she does not appear to be willing to do so. We are not asking her bank to send anything over, as a customer with a credit card account, she has online access to her records.  This could easily solve the issue for her. This issue is closed.

   

  Regards,

  Kathy 

  Customer response

  04/18/2023

   
  Complaint: 19946531
  
  I am rejecting this response because I currently do not have access to this record of purchase on my bank as it does not go back that far. You would have to contact your bank by phone to ask what the purchase was over 30 days. I find that speaking over the phone is not an appropriate action because problem does not get resolved and it lead to bigger issues. If there is 2 purchases that this company sees on their end, please return the 2-$50 items back onto my account at this time. That in turn would total $100 if you do the math. This case and decision made by me is the best solution because all this has been is argument and disagreement after another. If this company does not want to resolve this, the BBB will be held liable in obtaining my refund back Today. I will not stop until I get this back and what I say so goes at this point.
  
  Sincerely,
  
  *********************

  Business response

  04/19/2023

  Hello,

  Once again, we provided the 2 gift card numbers along with the dollar amount and dates the customer purchased them, which was one year apart from each other.  We do not refund gift cards, but we did provide the gift card numbers so she can use them to make purchases. As a reminder, here is the gift card information: Gift card # ********** $50 gift card purchased on 12/28/2020 and Gift card # ********** $50 gift card purchased on 12/17/2021. I have also attached the gift card policy. 

  Regards,

  *****

   

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a giftcard from company according to my bank via phone, ************************ for $100. Company is now claiming I purchased a $50 one. I know a bank does not lie about what money was used towards an item. The company has not been giving me a solution to the concern, except telling me to send screenshots or bank statements to them (according to my bank its against their policy for sending statements and photographs to anyone and I've explained that mutliple times.) I would like my $100 giftcard back in full today.

  Business response

  04/17/2023

  Hello,

  This customer emailed us several times regarding her concern and would not accept the proof we provided of her $50 gift card purchase.  My Supervisor explained that she only purchased a $50 gift card and suggested she check her bank statements to see on her end, that $50 was spent and not $100. I have attached a document which reflects the $50 purchase to her Mastercard ending in ****. This gift card was purchased back in 2021 so perhaps she does not recall however she was not accepting the facts that we provided to her. I hope this helps.

   

  Regards,

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

  Customer response

  04/17/2023

   
  Complaint: 19932258
  
  I am rejecting this response because  when I called on 4/10 to my bank, they stated to me via phone that I spent $100 on Boston Proper.com for a giftcard. I said okay, and asked for the date of sale. I wrote it down and contacted the company back. I feel upset, disrespected, and unsatisfied because the company does not want to believe what I said because a national bank where my money is sitting does not lie to their customers. According to my bank, I cannot send screenshots or bank statements to a business unless its seized by a court of law for legal purposes.  I just want my $100 back in cash or onto my account today.
  
  Sincerely,
  
  *********************

  Business response

  04/17/2023

  Hello,

  I can only show you what the system reflects with how much was spent on the gift card. The customer refuses to share the bank statement or any proof that she was charged $100 instead of the $50 our system shows. I included al the attachments as proof she was only charged $50 for the gift card.

   

  Regards,

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

  Customer response

  04/17/2023

   
  Complaint: 19932258
  
  I am rejecting this response because my bank stated via phone call I paid $100 for a giftcard. They cannot send screenshots nor bank statements to this company unless its for legal purposes. This company needs to stop arguing with me and disrespecting me. Just give me my $100 back TODAY and I mean it. I can call my bank again if need be but they will tell me the same thing over and over again like I did on 4/10/2023. 
  
  Sincerely,
  
  *********************

  Business response

  04/17/2023

  We are not asking for personal information from this customer, only proof that her card was charged the $100 on said date. I provided proof on my end of the $50 charge for the gift card and there is nothing more for me to provide. She can go back and view her own bank statements on line to show proof. Again, I have provided everything needed on my end. 

  Regards,

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

  Customer response

  04/17/2023

   
  Complaint: 19932258
  
  I am rejecting this response because I have been asked multiple times by the customer services representatives to send screenshots or personal bank information to their company for proof of purchase. I feel a phonecall from a bank should be taken into account because I reached out to them asking to state what I spent when, who the charge was to, and why businesses cannot receive personal information via mail, screenshot or email unless its for a certain purpose. A bank where my money is house and used for purchases would not lie to their customers. That would be a rare circumstance. 
  
  Sincerely,
  
  *********************

  Business response

  04/17/2023

  Hello,

  This is my final response. The customer needs to provide proof of payment. I have done my due diligence by providing screen shots of her account and the $50 charge. It is up to her to provide the charge on her credit card statement so we can see that, since our system shows differently. Her card was charged $50, not $100 and we are not looking for her personal information, only where she sees the charge of $100.  It is up to her to provide this information; we do not call the customer's bank and the ownness is on her. 

   

  Regards,

  **********;

  Customer response

  04/17/2023

   
  Complaint: 19932258
  
  I am rejecting this response because I have done my due diligence on trying to send screenshots or proof over from my bank with this information. Again, I cannot satisfy that request due to my banks policies. I have contacted my bank yet again this morning and they still state $100 was used toward this purchase. The phonecall should be sufficient evidence moving forward and I would like the BBB to obtain my $100 from this company TODAY otherwise, I will seek out legal counsel in this matter. I ALSO would not like people calling my phone from their business to discuss this matter further either. That can be deemed as retaliation and unprofessional and the BBB should not allow this to happen

  
  Sincerely,
  
  *********************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order placed on 3/10/23 *********** by mistake doubled the order and sent two packages. I was charged for two orders both coming out of my bank account. After numerous conversations trying to explain to them what had happened, they finally sent me a return label. I then returned the item with expectation of a full refund. My refund did not include the $20.00 shipping charge. Their explanation was that they didnt return shipping charges even though it was their fault they sent two packages. I only ask that they return the total amount they had charged my bank account of ******. They act like they dont understand the issue. **************** has been absolutely terrible. I will never order from them again. I am asking for the total amount of the order including shipping be returned to me as it was not my fault they shipped the order twice.

  Business response

  04/04/2023

  Hello,

  *********************** ordered one ********** Sleeve Jacket however we shipped her two, we did NOT charge her for two. This was simply a packing error. Apparently, we sent her the same order twice, I called her today and apologized and refunded her for the 2-day shipping $18.90 for the second package she didn't want or order.  The customer was very nice and appreciative. Thank you for bringing this to my attention. 

  Regards,

  **********;

*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. ↩