ComplaintsforBoston Proper, LLC

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 31 October, I purchased a Travel Chic Pantsuit from Boston Proper for $126.77. It was too large; therefore, on 8 November, I went to the *** in *******, *******, to return the item. I paid $13.38. The tracking number was 1Z97A56R0326937876. The item was delivered on 10 November at 11:35. On 16 November, I spoke with ******, Boston Proper Support. She apologized stating that they were behind on processing returns. She stated that my refund would be expedited after the item was checked. I approved the 3-5 day timeframe for processing. On 6 December, I called ************** and spoke to another customer service representative. She stated I would receive a refund in 3-5 days. This is the same response I received on *************************************************** Its unbelievable that it has taken about a month to receive a refund.My contact information is below:************* **********************

  Business response

  12/09/2022

  Hello,

  This customer sent her order back without using our return label, so we didn't have any tracking information on it however we did receive it back in house on 11/16/2022 and our ******************* is behind on processing returns.  I did have her refund of $126.77 processed today and she should see it back on her card within 3-5 business days.  My supervisor called her to explain, and all is well.

   

  Regards,

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

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been a loyal customer to ********************** for 2 decades ,company was always a 10, with quality,shipping and customer service, no longer,I can't believe its the same company.On 11/2/22 my 1st pkg delivered#****** wanted to exchange 1 due to size, return 4 due to fit and comfort,1st call-***** she told me I could'nt do an exchange for the coat needed to repurchase and return other( this was never their policy prior, but ok)she was to send me an email with return label and discount code I had used prior to get same price(never received)waited hours checking my email till I reordered,knowing what great service I had always received in past I knew they would make right by me,this was Wednesday and I wanted the coat the following Sat. so I paid ***** for 2-day shipping.11/3 received text from Fedx saying my pkg would arrive 11/7 Mon,I immediately called ************* said I would be refunded *****(sh)&55.80 for my,discount it would take 5 Bdays to appear back on card ,was to get email confirming this,never received, orrefunds.11/14 received a refund of ***** called -Jerm told me he would adjust he saw "problem'I also said I would like to return other 2 items(#******) due to sizing was told I had to send back separately than 1st order(going to same place )but ok I did get an email with A 'label" but post office could not scan (Was told it had to be returned ONLY by USPS).11/15 I spoke to a supervisor ************** #**** saying I wanted my RETURN labels, she told me there was a problem with emails so she would send me actual labels in regular mail,+extend time to return,never received ,11/28 **** said I would get a call back from stateside supervisor that day-never received 11/29Jereck told me my return labels were pending 12/2-***** said 2 of my items were now final sale and couldn't return so new labels needed to be sent, on 11/2 they were returnable not 11/29 I called my credit card and was advised to also tell you. thank you

  Business response

  12/09/2022

  Hello,

   

  After speaking with this customer, we learned that we sent her multiple return labels however she didn't know how to print the label. We made her aware she could have requested for us to mail her the return label or she could have gone to the nearest *** location where they could have scanned the label from her phone.  We also provided other suggestions like going to Office Depot, Kinkos to have it printed for her.  In addition, she was so frustrated she filed a dispute with her credit card company simply because she couldn't print the label. Since this customer filed the dispute, it will now hold up the refund process that much longer.  Are not physically able to refund on an open dispute. This was all user error.

  We are mailing her out a return label today and this process is resolved.

  Regards,

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Boston proper on 11/27/22. 3 items that came to $150.09. None of my items were out of stock or on back order. It stated my purchase would be delivered to my daughter in 3-7 business days. On December 5 I received an e-mail stating my order was pending. I promptly called customer service. At that time I explained in detail what my problem was. The gentleman stated that my order must be processed then it would take **** days . I said no sir, you better look at what it states when someone places an order. It states I would receive it in 3 to 7 days. then he put me on hold for a long time came back and repeated the same thing he had just said!!I I let him know how unhappy I was, and wanted to speak to a manager or a supervisor and was placed on hold again. The gentleman returned to the phone and stated ** sorry a supervisor isnt available right now, they will call you back. He took my number and I never heard back from anybody. So then I e- mailed to whomever received e mails and let them know what happened and my dissatisfaction of customer service so far! Then when I finally received an e mail back( today) they apologized for the inconvenience and offered me a 20%off coupon with my next purchase!!!! That is absolutely ludicrous, the ignorance in the offer. When the general public gets 20%. Unfortunately I had placed a $350 order earlier that day. The very least they should do is take half off. If it were my company I would have sent the order free of charge. Simply unbelievable!!

  Business response

  12/07/2022

  Hello,

  I called the customer and apologized for the misinformation.  Her package is due to be delivered today before 10PM.  I explained we shipped her order out on time however the delivery service is running behind due to the Holidays.  I offered her 30% off an existing order plus I waived the shipping fee, she was very pleased and grateful for the call.  She has my number in case she needs anything in the future. 

   

  Regards,

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

  Customer response

  12/07/2022

   
  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

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a leather jacket on 9/21/22 and was charged $252.53, After two calls for a return label, 9/24 and 9/30 I was told each time it will be emailed. No label. On 10/1, I printed my own and returned the item. I have proof of delivery of the returned item. I called on 10/9 to confirm they possessed the item and was told it would take 5-7 days for the refund. On 10/21 I spoke to ***** who confirmed receipt of the item, that the refund was requested and that she would escalate the refund request and it would take 5 days. I have not received a credit for this item since its Sept. purchase. On Nov. 4th, I filed a dispute with my credit card company, ***************** I just called them for the disputed status and they told me Boston Proper has not responded to their outreach. I need help. This is a lot of money. Who does business like this?

  Business response

  12/02/2022

  Hello,

  I called the customer and went to voicemail.  I introduced myself and apologized for the delay in refunding her money. I have processed her full refund of $252.53 back to her original form of payment and explained it can take up to 3-5 business days for her bank to refund the money. 

  I also explained that we recently went through a major infrastructure change that has caused our refunds/returns to be delayed.  I left her my direct contact number for any ***************.

  Regards,

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

  Customer response

  12/03/2022

   
  Complaint: 18512899
  
  I am rejecting this response because:  This is the 4th promise of a refund, yet there is not a transaction pending on my credit card as of 12/3/22 at 7:23AM Eastern.  Until I actually RECEIVE a refund, I cannot accept Boston Proper's word for anything.  I have never seen a business like this in my life and I have shopped online since 1997.  
  
  Sincerely,
  
  *********************

  Customer response

  12/06/2022

  I have now received the refund promised by Ms. ***** *****.  She is the first person to keep her word and actually issue a refund.  I consider this matter closed.  Thank you to BBB and to Ms. ***** for resolving this matter.  Sincerely,  ************

  Business response

  12/06/2022

  Hello,

  I apologize, I thought I responded to this yesterday? We refunded this customer $252.53 on Friday 12/5/2022.  Due to our recent infrastructure changes, we are working on a backlog of returns however we processed her refund on Friday and it generally takes 3-5 business days for the bank to process it back to the customer's card. I called her and left her an extensive voicemail however she never called me back. 

   

  Regards,

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

  Customer response

  12/06/2022

   
  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

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/7/22 I ordered a sweater from Boston proper total $60.05. Order ******. I returned it with their enclosed return shipping label on 11/10. THEY WILL NOT REFUND MY MONEY. PLEASE HELP

  Business response

  11/28/2022

  Hello,

  After researching I see that the customer's item is still in transit and has not been received back to our warehouse.  I did approve the refund to be processed in advance in the amount of $60.05 and left a voicemail for the customer with my direct number if she would like to call me back.

  Regards,

  ***** ******* 

• Initial Complaint

  11/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello, I have being sent catalogs without proper authorization. Please ask business to stop sending me these mails or further escalation will be considered. Thanks Photo attached for reference

  Business response

  11/20/2022

  Hello,

  I apologize for this customer receiving a catalog without her request.  I have emailed my Marketing Team to remove her immediately and since the office is currently closed, this should be completed tomorrow. I didn't call the csutomer back because it's Sunday and I didn't want to disturb her on the weekend.

   

  Regards,

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

  Customer response

  11/21/2022

   
  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,
  
  Broni Keyz

• Initial Complaint

  11/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #****** Order Date 10/25/2022 ***************** Classic Tailored Coat - Navy I ordered an women's coat recently on 10/25/2022 from Boston Proper thinking I would have it in time for the cooler weather. My first indication that this would not be a good sales interaction is that I never received an order confirmation. I waited and waited however never received. Luckily, I saved the initial text message from Boston Proper regarding the sale/sales order number so that I could contact at a later date. A few weeks later, I contacted **************** & was told my order was in stock & would be shipped 11/7/22. That date passed & no order received. I contacted **************** on 11/14 & was told order in stock & would be escalated and shipped. On 11/17/22 I contacted **************** again & stated I wanted to cancel my order. I was told I could NOT cancel my order. What?? The item I ordered was in stock, I had to wait for them to ship it to me, send it back and then request a refund. This is utterly unacceptable. What sort of deceptive practice is this? I want my refund and I want it now. Most companies do not accept payment or close out payment until items are shipped out. Payment is in PENDING Status. Why does Boston Proper accept and charge full payment before shipment of product. My **************** Card was charged on 10/25/2022. Their accounting practices need to be reviewed. This is unscrupulous!!***************************

  Business response

  11/18/2022

  Hello,

  The customer was not notified of her item not shipping out because at the time she placed her order she used her phone number, and not her email address which is necessary for us to update her.  I called her and left a detailed message and also emailed her.  I told her I sent out the coat free of charge and expedited the shipping and due to the upcoming holiday, she should get the coat by next Friday. I apologized for the experience.

   

  Regards,

  **********;

  Customer response

  11/21/2022

   
  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.  Thank you.  

  My suggestion to the Boston Proper System Integration Team for the ordering process is to make changes to the order fields that are provided to the customer for entry.  When checking out after selecting your order item if you do not have an account, the contact information field is displayed and only an EMAIL or MOBILE PHONE NUMBER is the option requested for the customer to enter information.

  If both pieces of information are REQUIRED entries for the system and other downstream departments, please ensure that EMAIL and MOBLE NUMBER are MANDATORY entries requested from the customer initially.  That was not the case with my order experience.  

  Therefore, 2 mandatory order fields are needed on the order page: 1 for EMAIL and 1 for MOBILE NUMBER.  I have attached a picture.  Hopefully this feedback helps other customers in the future alleviate a negative customer experience. 

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

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned merchandise worth approximately $300 for a full refund to Boston Proper which was received on 10/13/2022. I have called multiple times (at least five times), and have been told each time that the situation has been escalated and that I will hear back in 3-5 business days from the company with a refund. It is now 11/16/2022 which is well over a month and the 3-5 business days promised to me with a corrective action. I called again today and was told yet again that I will hear back in 3-5 business days. *** also never received any email correspondence that I was promised regarding customer service following up. This is why I am now on BBB because I am truly frustrated. This is my hard earned money that is being withheld by a multi million dollar business. Shame on this company for its practices and not doing the right thing. It seems that they hold off on refunding what is rightfully owed in hopes that people will give up on getting their money back. Ive been more than patient and would like my money back.

  Business response

  11/16/2022

  Hello,

  I called the customer twice and went right to voicemail. I explained that we processed her refund for order# ****** for $211.25 and order# ****** for $64.18. I apologize as these are some pain points we are experiencing since our infrastructure change.  I left my direct number for her to call me back if she would like to share more about her experince so I can use this for training purposes.

   

  Regards,

  **********;

  Customer response

  11/16/2022

   
  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

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have reached out to Boston Proper via phone AND customer service email regarding two refunds that are overdue as detailed below - there has been no reply or resolution:Date shipped from *** Sept 28th [Order 1 - #****** - $326.76].Date shipped from *** Oct 8th [****** - #****** - $817.36]Date I returned using the labels provided: Oct 3rd and Oct 11th ******* sent emails "Weve Received Your Return: Oct 26th for both orders Date today: November 10 We are past the **** days for this process to be completed and given the total is over $1k, I would like to know what the delay is. I use mail order all the time and have never seen a merchant take this long to handle a return/refund which causes me to pay unnecessary interest on the credit card charges for much too long in this case.

  Business response

  11/14/2022

  Hello,

  I called the customer to personally apologize for the inconvenience of delaying her refund.  We are behind a few days with processing refunds however I refunded both orders in full including the return label fees. I also gave her a 30% off discount off her next order and provided her with my direct phone number if she should ever need anything. She was very appreciative.

   

  Thank you,

  **********;

  Customer response

  11/14/2022

   
  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

  11/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 10/2/22 I had purchased from Boston Proper **** an order for a birthday gift to give on Oct 29th worth $288. I had waited and waited and the package finally came on October 28th; however, it was the wrong items and for a completely different person! A packing slip was inside for someone in Tennessee and I am in ******** (Diplomatic address) and the package was for a completely different person, but with the same tracking number that was in my receipt email and with my name on the label. The package went through literally more than 10 destinations and maybe four different countries before it came to me. The birthday was October 29 and I called Boston proper several times from ******** (and on one call they hung up on me and never called back) to please send it express and I cannot send the item back before they are able to send me my original order #****** because the birthday was that day and they need to send the right order express mail as soon as possible. ** was uncooperative, and unapologetic and said its not possible. Moreover, because the item has been missing for such a long time, the items are now drastically on sale for a lot less price and they refused to give me a price adjustment. I have been a customer for literally almost 25 years and this is how they treat their loyal customers. I would like Boston proper to send me Xpress mail as soon as possible of the correct items and to make sure it goes to the right address. It would also be nice to have them price adjust the merchandise since its been on sale again since I purchased it. I understand an item cannot have two promo codes, blah blah blah, but I would like the least expensive price for it with the one code that fits best. Again, the package went around the world before it got to me but was the wrong order!

  Business response

  11/01/2022

  Hello,

  My supervisor communicated with ************************* this morning via email as she sent us several emails over the weekend while we were closed - regarding this concern, and we resolved her issue today.  Unfortunately, the packages got mixed up at the warehouse and we corrected the issue by resending her the order overnight shipping for free. So, as long as *** is on track with delivery, she should receive by end of day tomorrow. I tried to call her however she didn't answer so I left two voicemail messages. 

   

  Regards,

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

  Customer response

  11/02/2022

   
  Complaint: 18342014
  
  I am rejecting this response because:

  First of all, I keep telling them I am in a different country so calling me at 2:47 AM isnt really contacting me. Moreover, I do not see the shipment sent they said it went overnight delivery - A LIE according to the tracking it still has not been sent!  They only said that for you BBB to be satisfied but as the customer its FALSE, its still has not been given to the Postoffice and its been sitting there for more than a week. Lastly, they did not give me a price adjustment, with all the time that has elapsed, its dramatically less now with promotions and they did not comply with that so again ** send it NOW as soon as possible is my priority right now. Thank you BBB for your help. Hopefully Boston proper will comply and tell the truth. 
  
  Sincerely,
  
  Dr ****

  Business response

  11/03/2022

  Hello,

  Unfortunately, since the customer is in Europe and we are not, we can only reply during our regular business hours. We emailed her twice on 11/1/2022, which is attached in this response, and I called her twice as well and left my direct phone number. She has not replied back to us since. 

  Next, we did apply 35% off her order and none of those items have been "drastically reduced" since she purchased them - they are still full priced items (I am also attaching that screen shot). Also, as stated on our website, *** cannot overnight deliver to AE locations (Armed Forces Europe) outside the U.S. because it takes additional time to deliver to the base/location. So instead of overnight the best that can done by *** is 3-5 business days for delivery. This was a miss on our part was we were not aware at the time, and we apologize for that. **************** is taking time to send concerns to BBB however she has not invested the time in calling me back directly or responding to our emails. In the attachment we show the price at the time she ordered compared to the price on the website today -0 and there is NO reductions of pricing.

  Boston Proper is a company that acts with integrity, and we are transparent with our customers and value their business. We shared all the proper information with the exception of us not knowing the delayed delivery time for *** to deliver to AE with ***************** 

  Thank you for your time.

  Regards,

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

  Customer response

  11/05/2022

   
  Better Business Bureau:

  I am accepting only ** is SENDING THE PACKAGE NOW AND THAT I HAVE A PRICE ADJUSTMENT.  AND, I want you to know a few things that are attached to his response:

  1. I definitely did call back and wasted two minutes of long-distance time - see attachment. 

  2. Their reply went to my JUNK folder. This is the first time ** email went  to my junk folder. Every other ** email has always been in the inbox.  This is why I could not reply.  Even still ** replied late.

  3. Moreover, according to the tracking, it still has not been sent.  Here is all proof attached. Please send updated tracking.
  
  4. I still did not see any price adjustment and because you say ** has integrity, I will wait a little bit longer, but its still not showing up as any adjustment. And you know as well ** as I do there are promotions that happens with your regular price. I think for you to say that about me is kind of ignorant about your company. 

  5. Ive been having that diplomatic Address for the last two years, I am not in Europe. I keep telling you Im in Asia, but we use AE,  its kind of strange you dont know your customers after almost 25 years with you. Its also an indicator you are not reading carefully my whole case.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely, 
  
  Dr ****

   

   

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

*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. ↩