ComplaintsforBoston Proper, LLC

• Initial Complaint

  09/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase in August with Boston Proper. They were in the middle of a system upgrade. My card was charged for the merchandise however I did not receive the product. I have called Boston Proper **************** countless times to no avail. They outsource to a Third Party provider therefore there is no solution. Each time I call they inform me that my order is in the ship status but cannot provide a tracking number. The representative says that they will escalate however I never receive a call back. It seems as if a lot of orders were deleted in the system due to the upgrade and now I am left with a charge for clothing never received.

  Business response

  09/21/2022

  I called the customer at ****** this morning, she didn't answer and her voicemail was full so I couldn't leave a message.  I then emailed her and asked her to contact me.  We spoke a couple of times and I shared that her order was delivered by **** on 8/27/2022 to either her front door or mailbox (per ***** I refunded her the total order of $133.88 back to her original form of payment and explained to allow 3-5 business days for the bank to process that back to her card. I apologized for the experince, gave her my contact information and also gave her a 40% off discount that includes free shipping. She thanked me and is pleased. 

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from this company on 8/16/22 4 pieces in the amount of ******. They lost my order in transit and refuse to expedite a refund after multiple complaints and seeking explanation directly from company. Poor business practices, delivery issues and poor feedback after numerous attempts.

  Business response

  09/06/2022

  I called the customer today to make her aware I didn't have any notes in her account regarding the concern I apologized and refunded her the money immediately.  I made her aware it would take 3-5 business days for her money to refund back to her original form of payment. I explained this should not have happened, we should have reached out to ***** to get an update on her order and I offered her a generous discount off her next purchase along with my direct contact information however she refused. I apologized profusely and told her this is not how we do business. She thanked me for the phone call nd making it right. 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for three pieces of bathing suit on 5/21/22. When all three pieces arrived I opened them and tried on the top which was a terrible fit and not well made. I immediately packed up the suits in the same packaging without trying on the bottoms as they were a matching set.I sent all 3 pieces back in same packaging with tags and all return information which I printed from their return site.I have called them twice asking about my $233.00 refund. They received the items back on 6/22/22 and acknowledged they received it.I talked to two representatives. My question was when would they process my refund. They would not give me a time and continued to say that they are running behind on processing.I ask to speak with a manager. After she hesitated she finally got off the phone for a minute and came back telling me a manager would call me back.That was two days ago and the manager has not returned my call. It has been 10 days today as to when they received their merchandise back from me. It should not take that long and they should be able to tell me when my money would be refunded. I want my refund immediately ! Also wish to let other know that this company is dishonest !

  Business response

  10/31/2022

  Hello,

  Please accept my sincerest apologies for this complaint not being responded to. The contact person switched a while back however I was not receiving these emails directly.  I assure you we have a sound process in place moving forward. 

  Please share our apologies to the customer for the extended time it took to refund her back her money.  We were extremely behind in processing refunds due to some system changes however I can see she did receive the refund on 7/12/2022.  I have attached the picture of your information. I did try and call her however her mailbox was full so I could not leave a message. If she would like to contact me directly my number is ************.

  Regards,

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

  CE Manager

   

• Initial Complaint

  06/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tryed placing an online order and kept getting an error about my billing address. Unbeknownst to me as kept trying to over come the error they kept charging my bank account with no order being placed. As a result they have charged me over $1,000 and refuse to fix this issue. Blaming me and saying it's my fault. Bottom line they have my money and I don't even have an order placed. They have completed robbed me. How is this legal???? I have filed a complaint with my bank but they can't help until this stupid pending status is removed by Boston Proper. Mean while my bank account has been cleared out.

  Business response

  06/24/2022

  I researched this customer's name and did not see any recent orders.  It sounds like she entered her order multiple times and received a credit card error, which would not have been on Boston Proper's side. I'm assuming her bank put a "hold" on her funds, as that would not come from us unless she actually successfully placed an order. I just called her and left a detailed voicemail of who I am and why I am calling, I gave her my direct number and asked her to call me back so I can help.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dress for $98.50, wore it once, hand washed it and the hardware on it broke making it unwearable. When I contacted Boston Proper I was advised they would not be able to exchange it since I had worn it. No consumer should expect to wear a dress once and throw it away due to defective manufacturing.

  Business response

  06/24/2022

  On 6/14/2022 I called the customer, ********************* to extend my sincere apologies for the lack of response from my agent. I approved the return of the dress with the broken hardware, waived her original shipping fee of $9.95 sent her a return label and waived the fee of $4.95. Customer was very satisfied.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An item in order #********* was returned in October 2021 for $169.45. I received an email November 2021 stating that the return was received and to allow time for processing the refund. To this date, I still havent received a refund. I called 12/17/2021 and spoke with ******* who told me a refund would be processed immediately. I never got that, so I called again 01/08/2022 and spoke with Raine, who apologized, asked if she could call me back because she was escalating the issue to a supervisor. Raine called me back the same day and said my refund would be processed. 2/18/2022 I sent an email hoping for a better outcome. I received a response blaming the non refund on Afterpay. I had already spoke with Afterpay and was told they hadnt received any refund information from Boston Proper. At this point I emailed Boston Proper back, advised of the information Afterpay told me and asked if theyre having a problem with Afterpay to send my refund in the form of a check in the mail, I got no response. Ive purchased items directly from Boston Proper several times, they have my information and Ive been more than patient in trying to obtain a refund that is owed to me for the last 5 months. I returned the item unworn with tags in good faith. At this point I dont know what else to do

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We began receiving spam emails from Boston Proper several months ago. I have tried unsuccessfully to UNSUBSCRIBE several times using their UNSUBSCRIBE icon. Each time you click on it, you are simply redirected back to their shopping site. On two occasions I called their customer service number to ask to be removed and each time I was assured my email would be dropped from their list. Each time, the emails start back up like nothing ever happened. I consider the lack of a legitimate UNSUBSCRIBE option to be a deceptive business practice and a form of harassment. Please contact Boston Proper and ask them to remove me from their harassing email list.

  Business response

  10/31/2022

  Hello,
  Please accept my sincerest apologies for this complaint not being responded to. The contact person switched a while back however I was not receiving these emails directly.  I assure you we have a sound process in place moving forward.  I have reached out to my Marketing Team and asked for this customer to be removed from all email communications immediately. I am waiting for confirmation however I assure you this will be completed today.  
  

  Regards,
  *************************
  CE Manager

• Initial Complaint

  03/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am getting 4-5 emails a day from this company, despite requesting to unsubscribe. It almost seems as if the emails have increased.This is harassment. Boston Propers marketing practices are excessive and they wont stop at anything!!

  Business response

  10/31/2022

  Hello,

  Please accept my sincerest apologies for this complaint not being responded to. The contact person switched a while back however I was not receiving these emails directly.  I assure you we have a sound process in place moving forward.  I have reached out to my Marketing Team and asked for this customer to be removed from all email communications immediately. I am waiting for confirmation however I assure you this will be completed today.  

  Regards,

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

  CE Manager

*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. ↩