Complaints

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March of 2023 I contacted Boscov’s about a problem with my recliner. When I originally purchased the chair I paid for a extended warranty on it that covers any damage and paid $250 For the contract. On March 20 of 2023 they requested the part for the chair to fix it. The parts came in sometime in April to fix the chair. The service guy was supposed to come and fix the chair, but canceled for some reason. We were told they were gonna call to reschedule but they never did so we called them. They said they would have to get back to us. It took them a while, but they finally did and the guy scheduled and then canceled again. Most recently, they rescheduled us for the chair to be repaired the person that was supposed to come and do it contacted us and asked what were the parts in the box we explain to him what was in the box and he said he didn’t know how to do that he have to get in touch with the other guy Many hours went by and then he finally calls back and says he could not get in contact with him and will call us to reschedule and they have not called yet. At this point I’m just looking for them to replace the chair due to the fact that it’s been so long, waiting to get it fixed, the condition has actually gotten worse it just seems like we keep getting a runaround every time we try to get this chair fixed

  Business response

  11/16/2023

   

  Thank you for your correspondence. We sincerely apologize for any inconvenience experienced by *** ***** due to the 3rd party furniture repair company’s lack of a timely resolution. Rest assured, Boscov’s always attempts to resolve customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices. Therefore, as discussed by phone today (11/16/2023) with *** *****, Boscov’s has authorized an exchange on *** *****’s chair. *** ***** has been further advised today, by phone, that she should visit her local Boscov’s store location to reselect her new exchange chair.

  Customer response

  11/20/2023

  [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

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 28, 2023 I order a couch from Boscovs online for my downstairs. The add said it was a ********* ******* sectional that features a storage console and power reclining motion with lay flat feature. The couch was delivered on September 7, 2023. I was working but my boss let me run home quickly to let them in. It looked right when it got here so I went back to work. I didn't look at it again until September 11, 2023. That's when I set it up where I wanted it and realized it did not have the storage compartment or a power cord. I went back online to make sure what it said and I was correct. I screen shot the information from Boscovs website. I emailed Boscovs on September 8, about the issue, i received an email telling me that someone would contact me. I then received another email telling me that the add does say power reclining but it's not, then said I could call the corporate store at ************. I called and spoke to someone after being transferred multiple times. She was very nice and looked up my order and confirmed that it said everything I ordered. She put me on hold to speak to a manager and after 5 min or so came back on and said that the manager said the add doesn't say that. She apologized and said she can understand my frustration because she was looking at the add and it does say that. She said she would email the furniture manager and they would call me back and take care of it. No one has ever called me. It is now 9/20/23 and I have tried calling multiple more times and yet nothing has happened. Today I went back on their website and they deleted the item completely. I attached the add, and the email I recived which admits it said that it was power. It is terrible how they have handled this and that they list false adds and do nothing about it. I would like my money back.

  Business response

  10/04/2023

  Thank you for your correspondence. We apologize for any inconvenience ************** may have experienced. Please be assured that Boscovs attempts to resolve all customer issues in the most professional and courteous manner to preserve goodwill and maintain good business practices.

  On 09/29/2023, ****** from Boscovs Corporate Big Ticket Customer Service Department left a detailed voicemail for **************. Per the Boscovs Buying Offices, ************** has been authorized to exchange the furniture he received for the power furniture at no additional cost to him. To make arrangements for the exchange, ************** can contact our Big Ticket Customer Service Department at the phone number provided in the voicemail.

  Customer response

  10/08/2023

  [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: 

  I never received a voice-mail from anyone at Boscovs as of today 10/08/2023. I am off this Wednesday 10/11 and Thursday 10/12 and will be available for a phone call. 
  
  Regards,
  
  *********************

  Business response

  10/27/2023

  Thank you for your follow up correspondence. On 10/17/2023, ****** from Boscovs Corporate Big Ticket Customer Service Department spoke directly to **************. At that time, ****** advised ************** that an exchange for the power model has been authorized. Please note, the power model is a "special order" and may take several weeks until it is available. Once available, ************** will be contacted to set up a delivery date and time.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a change of my due dates because I am on SSI and my check comes the 28th of the month. The request was denied. I ended up closing my account so i caould pay the balance and not received anymore late fees. I am paying $60/mo on a $37 payment request. The late charges continue despite my numerous emails to Boscov's explaing this. I am seeking help to have the late charges removed. Please open a dispute on all these charges. I requested my account be closed because my fixed income is deposited into my account on or after the 28th of the month. Every email I sent to Boscov's and ********* ****... request the same thing: Please change my due date. You didn't so I closed the account and pay almost double whats requested and you are still charging me late fees. This is stupic and unacceptable. If I could pay the balance off I would but I cant so i send monthly payments when my $ is deposited. I am disabled and have avoided dealing with this issue for some time... NOW IM OVER THIS ****! Someone with the authority to resolve this for me needs to have my email referred to them. Amount 08/21/2023 LATE FEE $37.00 07/21/2023 LATE FEE $41.00 06/21/2023 LATE FEE $37.00 05/21/2023 LATE FEE $41.00 04/21/2023 LATE FEE $37.00 03/21/2023 LATE FEE $37.00 02/21/2023 LATE FEE

  Business response

  09/12/2023

  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 charge accounts are owned and managed by ********************** Therefore, we are unable to access your credit account to enable us to change your due date. We have forwarded this complaint to our Escalation Team at ********************* for review and response directly to the customer.

  Customer response

  09/14/2023

  [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: no one from *************** has contacted me. This request should be considered and resolved. 
  
  Regards,
  
  ***************************
  

  Customer response

  09/21/2023

  I got a voice mail from ***** last Friday with ************** saying she wanted to let me know she was looking into this mater and will send a letter by mail after her review.  I am still waiting for this letter.  

  Business response

  09/27/2023

  Thank you for your continued follow up. ************** at ********************** a voicemail (containing ******* contact information) was left for ******************** on 09/15/2023. Also per *****, a letter of explanation regarding ************************ concerns was mailed via USPS on 09/22/2023. ******************** should receive this letter within 7-10 business days of the mailed date. Should ******************** have any additional questions or concerns once the letter from ********************* is received, we recommend she contact ***** and/or ********************* at the contact information provided on the voicemail from 09/15/2023 or additional contact information provided in the letter.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for an item I did not purchase. I believe one of the items I bought was rung up twice. The Boscovs is an hour from my home, what can I do?

  Business response

  08/30/2023

  Thank you for your correspondence. 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. To best assist **. ***** we ask that she confirm which item on her receipt she believes she was charged for twice, as well as the following information from her receipt:

  -date
  -store #
  -reg #
  -trans #

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a **** **** ring back in February, 2023. Had it sent out to be resized. On March 1st I broke my leg and was not able to get to the store to pick it up. When I got the call the ring was ready to be picked up I had 2 friends pick it up for me. After getting the ring back I really didn't like it. Wore maybe one or 2 times. Recently over the last 2 weeks I haved called the store and asked about an upgrade as I knew I could not take it back. Each time I was told the Manager wasn't available and someone would get back with me. I decided to visit the store. After 3 visits and the person at the jewelry counter told me they didn't know how to handle this situation. I did receive 1 call back and they told me to come back into the store any day except Friday. Same thing happened today, the clerk couldn't help me out. She told me someone would call me before 5pm, no call. What is going on. The manager is never available and seems to be always at lunch. Unacceptable!!!!!!!!! I want an exchange at the same price or a replacement. This department does not know what they are doing.

  Business response

  08/30/2023

  Thank you for your correspondence. 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’ve reached out to the Management Team of our Christiana Boscov’s store location regarding the concerns of *** ******. We’ve been advised that the Jewelry Department Manager (*** **** *****), as well as another Jewelry Department coworker (****), have attempted to reach out to *** ****** on several occasions. However, they haven’t received a return call.
  
  We’ve confirmed that *** ****** is welcome to upgrade her ring, provided the upgrade is twice the amount of the original merchandise.
  
  For the convenience of *** ******, we’ve confirmed that the Jewelry Department Manager (*** **** *****) is available to assist *** ****** with her upgrade on the following upcoming dates:
  
  Monday, 09/04/2023 from 10 AM- 3 PM
  Wednesday, 09/06/2023 from 10 AM- 3 PM
  
  If *** ****** has any further questions or concerns regarding the upgrade process, she can return the Jewelry Department Manager’s call at ###-###-####.

  Customer response

  09/06/2023

  [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:
  
  Yes I was called by someone in upper management.  I went to the store at the time and was told no one was here to help me.  Again.  Finally went one more time and **** was there and assisted me.  Was able to upgrade my ring.  It still isn't right that a person working at a particular counter, in my case jewelry, doesn't know how to do exchanges.  You have to wait for a manager to assist you.  I still don't appreciate being laughed at when I left.  Very unprofessional.  Will never make another jewerly purchase from Boscovs.  
  

  Regards,
  
  *********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please remind this company's optical section that although they might have forgotten, I have not, that their representative would rather scroll through social media and exclaim, "What kind of person records a house burning down instead of helping them?" To which I replied, while waiting for service, "What kind of person watches such a video instead of doing the job they're being paid to do?" I am pretty sure Boscov Optical's parent company remembers the above incident. Perhaps we should ask them to get involved AGAIN in my complaint against Boscov Optical? 

  Business response

  08/25/2023

  Thank you for your correspondence. Please be assured that Boscovs attempts to resolve all customer issues in the most professional and courteous manner to preserve goodwill and maintain good business practices. So that we may identify the source of the mailer, we ask that a photocopy (front and back) of the mailer received be provided to us. Once we receive a copy of the mailer, we can ensure proper removal from the mailing list.

  Customer response

  08/29/2023

  [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:  maybe they enjoy hoarding garbage but I do not and, their mail was thrown out!!  I cannot provide them a copy of it!!  When they initially ran me through the ringer, I was living at *****************************************, Pottsville, PA  17901.  Now I am living at ********************************************Ashland, PA  17921.  They have me as **************************  My name will be ************************* in a few short weeks.  I DO NOT WANT TO HEAR FROM THEM EVER AGAIN.  TELL THEM TO DIG INTO THEIR hoard OF A DATABASE AND remove me forever.   I only spend my money, especially when it comes to health related items, with companies whose representatives are decent and respectful. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a recliner and couch from Boscov's on 3/18/2023. Furniture was delivered on 4/15/23.After 1 month use the chair broke and we contacted the warranty service who finally on 7/20/23 came out to inspect the furniture. He agreed that the furniture was delivered damaged due to a wooden bracket not being attached properly on the bottom of the chair. I want this recliner replaced and I feel that I'm getting the run around from all parties involved. I have been a loyal customer of Boscov's for years and I've paid my bills on time up to this point. Receipt #******

  Business response

  07/25/2023

  On 7/24/23 the *********** were authorized to exchange the recliner.  The exchange was set up and delivery is scheduled for 7/28.  The old recliner will be picked up at that time.

  Customer response

  07/28/2023

  This situation has been resolved by Boscov's. Please dismiss the original complaint.

  Thank you.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pair of eyeglasses from Boscov's Optical Center in Milford, CT on July 11, 2023 because I lost my eyeglasses. Subsequently I found my missing eyeglasses this morning on July 13, 2023. I called the optical center on this date to seek a refund and was told that I could not cancel the order and get a refund. I reviewed your cancellation policy online and there is no mention of eyeglasses as non refundable. I also believe that there is a law that states that any sale can be cancelled within 72 hour of the original purchase. I would like a refund issued to my credit card. Please contact me ASAP at ************.

  Business response

  07/21/2023

  Thank you for your correspondence. Rest assured, Boscovs attempts to resolve all customer service issues in the most professional and courteous manner to preserve goodwill and maintain good business practices. Please note, **************** contacted Boscov's Corporate Customer Relations by phone on 07/13/2023. On that same day, **************** was given a refund in full.

• 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,
  
  ********************************
  

*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. ↩