ComplaintsforBoscov's Department Store, LLC

• Initial Complaint

  06/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an online order, received confirmatory emails and saw the charges pending on my card. Days before the order was due to arrive (a Fathers Day gift), I received a strange call stating there was an issue with the order. After back and forth a with multiple agents the order was cancelled by . I later tried to reorder the items as my children really wanted to send these GIFTS despite my reluctance to deal with the crappy website and terrible customer service. This time, the order was cancelled with no notification via call or email. Horrible customer service and an even worse website to struggle through. Dont waste your time shopping here if you actually want your items to be delivered. Not sure if the charges have been completely dropped by my cc as theyre still marked as pending but I will keep an eye on my statements and update accordingly.

  Business response

  07/05/2023

  Thank you for your correspondence. We sincerely apologize for any inconvenience caused to ****************************. Rest assured, Boscovs always attempts to resolve all customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices. Unfortunately, we were unable to locate an order transaction based off of the name, email, and/or phone number provided. If **************************** is able to provide her order confirmation number, wed be glad to look into this concern further.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 09MAY2023 my husband and I purchased a pillow, for $94.90 at the Eatontown, NJ location. Upon bringing the pillow home, we could not get it into any of our pillowcases, even though it is listed as standard size. The pillow is therefore UNUSABLE. We returned the unused pillow back to BOSCOVS and were cheerfully told "Sorry, no refunds/returns." WHAT? There are absolutely NO signs in the store stating this new policy, and the salesperson never mentioned this. If she had, we would NEVER have purchased such an expensive unreturnable item. We have been loyal customers for more than 40 years. I think this is a SCAM that BOSCOVS is now using. There MUST be signs for this to be in effect. And the salesperson should be reprimanded for NOT informing us beforehand. Obviously, she was too eager to get credit for the sale. We still have the unused pillow, and would be willing to return it. PROVIDED WE GET A FULL REFUND!

  Business response

  07/05/2023

  Thank you for taking the time to share your concerns with us regarding your recent visit to our Eatontown, NJ Boscov’s store. Customers should receive pleasant and efficient service in our stores. That is our goal, and we apologize that we fell short of making that your experience when you attempted to return your pillow for a refund. Please know that your feedback regarding your experience has been shared with the management team at the Eatontown store so they can use it as a coaching opportunity.
  
  Rest assured, Boscov’s attempts to resolve all customer service issues in the most professional and courteous manner to preserve goodwill and maintain good business practices. We’d be glad to provide you with a full refund if you’d still like to return the un-used pillow with your original receipt. When coming in to process your return, please visit our Courtesy Desk, as we’ve alerted them to be expecting you in the near future.
  
  We sincerely apologize for any inconvenience you’ve experienced and we hope to have the opportunity to serve your shopping needs in the future.

  Customer response

  07/06/2023

  [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.]
  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. I plan to return the pillow to the Eatontown store.
  
  Regards,
  
  ********************************
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife made a purchase of furniture in one of your store locations in the State of Maryland on May 27, 2023 in the amount of $2504.76 under *********************, phone number ************, delivery address is: ********************************Cockeysville, MD *****. My wife is in the State of Maryland on a job assignment, as our residence is in Florida. I provided the sales agent my **** card ending in **** over the phone for the purchase. I was told if I had the Boscov's credit card, I would received deferred interest financing for my furniture purchase. I applied online and was approved for the card. I just received the card in the mail. Please have someone assist me with crediting the charge to my **** account and transferring it to the Boscov's credit card. The sales agent informed me that my option was to apply for the card online. I am unable to go into a physical store to fix this as I live in Florida. Thank you

  Business response

  06/20/2023

  Thank you for your correspondence. Rest assured, Boscovs always attempts to resolve all customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices.

  On Friday, June 9th 2023, ************** spoke with ***** from our White Marsh store’s Furniture Department. At that time, ***** was able to resolve **************** concerns by refunding (in full) the original **** used  and then charging **************** new Boscovs credit card.
  
  Were glad to have resolved **************** request and appreciate his patronage. 

  Customer response

  07/03/2023

  [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.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my disappointment and frustration regarding my recent order from Boscov's. On May 8, I placed an order for an Instant Pot valued at $87.20 through its online shop. The order number associated with my purchase is #********.According to the shipping details provided, the package was entrusted to ***** for delivery. Regrettably, upon receiving the package on May 11, I discovered that it had been left at my front door without any request for a signature. Despite conducting an extensive search throughout my apartment, I have been unable to locate the package. Subsequently, I reached out to Boscov's customer service department  in the hopes of finding a resolution to this situation. To my dismay, I was informed that Boscov's would not file a claim or initiate a refund on my behalf. It was suggested that I report the incident to the police. However, I believe that involving the authorities in this matter would be unproductive, as they are unlikely to be able to retrieve the missing package. I urge Boscov's to take responsibility for the lost package and initiate the appropriate actions to rectify the situation. This may include filing a claim with *****, conducting a thorough investigation, or providing me with a refund.

  Business response

  06/19/2023

  Thank you for your correspondence. Rest assured, Boscov's attempts to resolve all customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices. We can understand the frustration and were disheartened to hear that the package was stolen after it was delivered to the address indicated on the order by ****************

  On May 8th, 2023,  ***** ** placed an order (********) on www.boscovs.com.The order was in the amount of $87.20 for an ******* *** 6qt. Pressure Cooker.
  
  On May 9th, 2023, Boscov's shipped out the order via *** **, to the address *************** provided on the order (******************************************, SAINT LOUIS, MO *********).
  
  Please note, as listed in Boscov's websites terms and conditions, the risk of loss and title to items pass to you (customer) upon Boscov’s delivery to carrier (*** **). According to *** ** tracking, the order was delivered on May 11th, 2023 at 10:19 AM. To see *** ** tracking details, please visit: *****************************************************************************************
  
  Furthermore, within their tracking information,*** ** provided a photo proof of delivery, which is also attached to this response. Please note, because they provided a photo proof of delivery, *** ** will not approve any claim filed on this package. In addition, we highly recommend *************** check with neighbors as well as the apartment complexs management staff. If the package is still to be unfounded, we further recommend that *************** file a report with their local police department. At this time,because the package was delivered to the address indicated on the order, we are unable to provide a refund.

  Customer response

  06/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The solutions offered are not going to work.
  
  Regards,
  
  ***************
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered blinds. was above the limit for free shipping. Got a call that there's an additional charge of $59 for shipping. There is no mention of this additional fee. I believe its deceptive to have this click bait and to add on a fee not listed on the site.

  Business response

  03/24/2023

  Thank you for your correspondence. Rest assured, Boscovs always attempts to resolve all customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices. ********************** placed several orders for bulk quantities of mini blinds on 03/14/2023. ********************** was then contacted by Boscovs to advise him that his orders required an additional shipping fee. At that time, ********************** declined and the following orders were cancelled: ********, ********, ********,and ********.

  Rest assured, our Free Shipping promotions banner does list that *exclusions apply, as ********************** can find on the top banner of ***************. Those exclusions are listed on Boscovs website and for easy reference, can be found at: **************************************************************************

  Furthermore, on the product page of the mini blinds ordered (item ******), listed in the items description is: When ordering multiples of this item, additional shipping fees may be charged. Before levying such charge, we will contact you with the proposed amount of the charge. If you do not want to accept the surcharge, we will cancel your order without any penalty to you. This message can also be found on the items page by going to: *********************************************************************************************

  We hope this information is helpful and sincerely apologize for any inconvenience ********************** has experienced.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered and paid for a pair of glasses for $492.55 on 12/9/22. Picked them up on 12/27/22. I could not see clearly out of them. The tech suggested that I have my prescription rechecked. I had to go back to my Dr. which cost me $85.00. There was nothing wrong with the prescription. The store remade me a second pair due to the fact the prescription in the lenses in the first pair were not centered. Again I could not see clearly. I went to the Plymouth Meeting optical department and the tech did see a problem with the lenses and made a third pair. Objects all three times are curved and not clear, I cannot read with them. I had the last pair of glasses checked by an optician and was told the lenses was not made properly. I did return the glasses today for a refund. I am requesting to be compensated the $85.00 for the unnecessary Dr. visit. I started this on 12/9/22 and now on 2/9/23 I still don't have a pair of glasses. A total inconvenience. Above is a copy of a letter that I sent to Boscov’s customer relations department on Feb.9,2023. They said some one would contact us in three days. I received a call from ****** (first name only) a manager on Feb.21 she said the lenses were made according to the prescription we had provided, and they would not reimburse us for the extra expense we had to pay ($85,00) to have our prescription rechecked, at the optometrist. I called her back and asked her to call me and as of today have not heard back from her. I just received another pair of glasses today 3/2/23 made with the identical prescription that was given to Boscov’s , and I can see perfectly, no problem with reading or distance. As I previously said due their incompetence either in their store or lab where the glasses were made we have had to make now ten trips back and forth to correct a problem they created. I am requesting the Boscov’s reimburse us for the extra $85.00 we had to spend that was not necessary.***************************

  Business response

  03/24/2023

  Thank you for your correspondence. Rest assured, Boscov's always attempts to resolve all customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices.

  Customers should receive pleasant and efficient service in our stores. That is our goal, and we apologize if we fell short of making that **. ******** experience. Per **. ******** request, Boscovs will issue a refund check in the amount of $85.00, to the address she has provided. Please allow roughly 14 business days to receive the check via USPS.

  Again, we apologize for any inconvenience ****************** has experienced.

  Customer response

  03/24/2023

  [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.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A purchase was made on January 13, 2023 and a payment was made on February 8, 2023, Done within 30 days. The same happened the previous month. P{urchase made on December 11th and payment was received on January 10th. Again withinn 30 days. Also, we did not receive a bill for 2 months. How can we be charged a late fee when the payments were made within a 30 day period. I admit that I made an error the previous month when I paid $23.70 when the payment due was $23.77, (the late fee charge) but it is only a 7 cent error. Can I please be assisted with this late fee of 23.77 for January, February and I was told we are getting another one in March.

  Business response

  02/27/2023

  Thank you for your correspondence. We apologize for any inconvenience you've experienced regarding your Boscov's credit card account. Please note, Boscov's charge accounts are owned and managed by ************** Bank. Therefore, we are unable to access the details of your credit account. We have forwarded this complaint to our Escalation Team at ************ Bank for review and response directly to the customer.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Online order denied delivery to store Went to purchase a gift jersey = large light gray Out of stock # ****** Asked sales women to order = not allowed Must call customer service Costumer service = will deliver to any store BUT not that store ( Erie, Pa ) Must pay additional shipping The shipping cost more the the jersey Poor management policy

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This complaint is regarding Order #********, placed on December 4, 2022 for One Candy Cane Print Tablecloth, Item #******.I have never in my life experienced such non-existent customer service for a company that does business online. How is it legal to quite literally not be able to contact anyone within a company you have done business with or bought merchandise from? This company double charges customers credit cards, to the point my card was flagged for fraud and my credit card company had to send me a replacement card during the busy holiday season. This company should not be allowed to conduct business and attorney general should be made aware.I have tried and failed more times than I can count to get ahold of a customer service agent by phone, and by email. I have spent many an hour (cumulatively, not consecutively) waiting for an agent to answer my phone calls. Most times the call manually terminate the call before even placing the customer on hold, in other words, I get hung up on automatically. This clearly is standard operative procedure in their automatic system, to insure you almost never get help from a human. My problem with my order is I received the wrong tablecloth, I should not have to pay money out of my pocket to ship this item back for a refund when it was no mistake of my own. This mistake is on the company. I also don't believe if I did, that I would actually receive a refund. I would like a prepaid return shipping label to return this item.

  Business response

  01/05/2023

  Thank you for your correspondence. Rest assured, Boscovs always attempts to resolve all customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices. We apologize for any inconvenience ************ has experienced, due to our longer than normal wait times, caused by the our holiday season call/email volume.

  
  Our records indicate ************ was in contact with Boscov’s Customer Service by phone the day after his BBB correspondence, 12/22/2022. At that time, ************ was refunded in full ($10.61), to his **** used on his order, with the return of the incorrect tablecloth not being necessary.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a recliner from Boscovs in Monaca, PA. This was purchased on 12/13/22 for $1790.32. This included a furniture warranty plan for $159.99. On 12/17/22, I decided to cancel the order. I was informed by the salesperson who arranged my purchase that I would have to pay for the service plan. She said the chair was treated and loaded on the truck to be delivered on 12/20/22 No where in the verbal or written agreement does it state anything about being responsible for the protection plan if the item was cancelled. I have read the entire agreement. In fact, it states that the customer is entitled to a full refund if the product is canceled within thirty days. Boscovs is refusing to refund the the cost of the protection plan. Theyre saying that the chair has already been treated with fabric ****** guard. They did refund the cost of the chair plus tax. I would appreciate any help you could provide to help resolve this matter. My mother bought this chair on her charge at Boscovs. Shes not wealthy and is 94 years old. I would like to have this plan removed from her charge card. Thank you, *************************** ***************************** (daughter)I

  Business response

  01/05/2023

  Thank you for your correspondence. Rest assured, Boscov's always attempts to resolve all customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices. As requested, the protection plan has been refunded to **. *******'s Boscov's credit account as of 01/05/23. The refund of $169.59 will reflect on the account within 3-5 business days.

*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. ↩