Business Profile

Department Stores

Boscov's Department Store, LLC

Headquarters

Complaints

This profile includes complaints for Boscov's Department Store, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

103 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:12/20/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:12/19/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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.
Initial Complaint
Date:12/17/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It is a practice that I am questioning the legality of- I get a bill for a set amount and pay off that bill in full. Then I get another bill for the interest on purchases not contained in the initial bill. I was told that if I call, the interest is added on only a set timeframe, which may or may not be in the bill. This occurrence happens each time. Other companies are charging the interest w the bill - question paying off a bill only to get another bill indicating an oops we forgot the interest. Is this ‘legal’? Shouldn’t a bill reflect what is owed in its entirety? Isn’t it set to a % and this easily applied to the initial bill? Why the delay in interest?
Business Response
Date: 01/04/2023
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 account portfolios are owned by ********************** Therefore, we are unable to access your credit account. We have forwarded this complaint to our Escalation Team at ********************* for further review and response directly to the cardholder.
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on-line December 7 2022 about 11am to order a hand-held ***** *** ****** vacuum. I wanted to send it to my sister in Nanticoke PA . At the end of the transaction, the website showed the incorrect delivery address. I clicked on "Edit" and put in the correct address. And the system refreshed and showed MY address again. I tried to Edit the delivery address again. Same issue. However, at that same time, I recvd an email from my credit card bank, ***** **** ********, stating that 39.21 was sent to Boscovs to cover the cost of the vacuum. I never received a confirmation order from Boscovs stating the vacuum was ordered. They have my 39.21 and I would like to have it refunded to my card. I spoke 10X to a Kristina at Boscovs Extension ****. She told me to send the bank statement to their On-line shopping email. I did on Dec 12, PM. I have yet to hear anything from the store. I simply want my account refunded. By the way, I physically went to the Wilkes-Barre store basement on Sunday afternoon and bought the vacuum. I paid for it with a bank draft. Thank you for your attention in this matter. *********** * ****** *** *** **** and KUDOS to ******** for all her sincere help to get this resolved.
Business Response
Date: 12/28/2022
Thank you for your correspondence. We certainly apologize for any inconvenience experienced by ****************. Please know that 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. Rest assured, the transaction from 12/07/2022 in the amount of $39.21 on ******************** account has been reversed as of 12/23/2022.
Initial Complaint
Date:12/05/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid my last invoice with Boscov’s on Nov 1st. I wrote the check on this day and went to the Post Office to drop off. Boscov’s did not process this check until Nov 22nd and I received an invoice reflecting a late charge. I called the ###-###-#### and spoke to Lauren Saturday night who said she will remove this charge. As of today charge not removed. I stopped at Boscov’s in Deptford and was told ******** Bank handles this request and not the store. I want this charge removed from my account and the credit card cancelled. I request an email from ******** stating both issues were handled. The last four digits on my card are ****. The reason I ask you to get involved is because a similar situation happened in June and the rep I spoke to at the time also stated she would remove the charge. I had a medical issue for over six weeks and did not realized that I was accumulating a higher late fee monthly. I finally paid this bill because I wasn’t well enough to deal with the issue. Thank you for your assistance in this matter and the issue will be resolved. *****
Customer Answer
Date: 12/21/2022
I received a letter today from ************* dated 12.05.2022. They are the bank Boscov's uses for credit card payments.

******** Bank resolved the issue and removed the late charge fee from my account. I already paid the balance and will no longer be using their credit card.

Thank you for your assistance in this matter. Have a happy and safe holiday.
***************************
Initial Complaint
Date:11/28/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Gift Card Comments: I went to use my Gift Card with an Account Number ****************, Pin Number ****, the other number on the card is ************. As far as I know, I have never used this Gift Card and I had to reveal the Pin Number. This Gift Card is showing on line when I tried to use it for an order as having no balance. Please check this out and advise me. Dear Wayne, Thank you for shopping with Boscov's. Please accept our sincere apologies for any inconveniences this matter may have caused. Please be aware that your Gift Card (Account No. ****************) was frozen in our system after being declined. We unfroze your Gift Card. Please try again. I tried again and again and sent them an email showing the decline and now no one is responding. The gift Card is in the amount of $250.00.
Business Response
Date: 12/09/2022
Thank you for 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’ve confirmed that *** *****’s gift card does have a balance of $250.00. However, our records indicate an incorrect pin is being entered when *** ***** attempts to redeem his gift card. We request that *** ***** double check the numbers in the four digit pin and reconfirms the pin before again attempting to redeem his gift card.
Customer Answer
Date: 12/11/2022
[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: Your Customer Service on line should have been able to tell me what was wrong instead of me having to keep trying to use the gift card. The last correspondence stated that a block was put on the card. Is that still true? Also, when I first created the purchase I was getting 10% back from *******. Since I couldn't use the gift card and your Customer Service stopped responding to my messages I had to use a different method of payment and only got 2.5% back from *******, so I lost 7.5% cashback. How are you going to make up for that? In addition you say have good Customer Support, I have never had so many problems with anyone's Customer Support both on line and in your Woodbridge store.

Regards,

***** *****
Initial Complaint
Date:11/25/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order number ******** I ordered a pair of gloves and a silver and gold watch they sent me a pair of gloves and a 20 piece flatware set by ****** call three times to get answers kept me on hold for 20 minutes terrible company never do business with them I think they’re too cumbersome strictly speaking if they were in an airline pilot they wouldn’t be qualified to fly a cargo plane full of toy rubber dog poop out of Hong Kong! It seems front line customer service can’t help with returns so they transfer you and keep you on hold for 11+ minutes then you have to spend your own money to return the package or product they sent in error
Business Response
Date: 12/09/2022
Thank you for correspondence. Rest assured, Boscovs attempts to resolve all customer service issues in the most professional and courteous manner possible to preserve goodwill and maintain good business practices. We sincerely apologize for any inconvenience ********************** has experienced due to our higher than normal holiday season call volume, as well as receiving an incorrect item.
********************** has been refunded for the watch he did not receive. ********************** will see the refund of $18.27 post to his ****** account within 3-5 business days. We've will also email a prepaid ***** return label (within 24-48 hours) to **********************'s email address that was provided on his order. We ask that ********************** uses this prepaid ***** label to ship back the ****** flatware set he did not order and received in error.
Initial Complaint
Date:11/22/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My message sent to them on 11/11/2022: Order Number if applicable: ******** Sales Order Number if applicable: Store Location: Subject: Sales Tax Comments: Subtotal: $850.00 Tax: $56.31 Shipping & Handling: $0.00 Total: $906.31 Invoice Charges: PayPal $906.31 Why are you charging Sales Tax on Gift Cards? If a Gift Card is used to purchase clothing, etc there is no Sales Tax Their response as of 11/18/2022: Thank you for shopping with Boscov's. Please accept our sincere apologies for any inconveniences this matter may have caused. Your order has not been worked on just yet. You will surely get the tax refunded. We appreciate your patience and understanding.
Business Response
Date: 12/02/2022
Thank you for your correspondence. Please know that 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. Furthermore, we apologize for any inconvenience caused to *** ***** due to the system issue that resulted in his gift card order being charged sales tax. Rest assured, *** ***** was refunded $56.31 on 11/23/2022. The refund should post to *** *****’s account within 3-5 business days of 11/23/2022.
Customer Answer
Date: 12/02/2022
[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 sales tax was illegally taken and after numerous attempts to resolve with Boscov's Customer Service was when I filed the complaint with BBB. Boscov's Customer Service is terrible as will be seen in the next BBB complaint I filed. Boscov's Customer Service does not respond to all problems.

Regards,

***** *****
Initial Complaint
Date:11/12/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
11/9/22 I'm at Boscov's Department Store( *********************** )Paid an order, Transaction **********************************************, the order cannot be found on the official website,I emailed the customer service, but I never received the solution, If so, I would like to cancel the order and refund?
Business Response
Date: 12/01/2022
Thank you for your correspondence. As noted on the top of the copied correspondence provided by customer **, the amount of $124.95 was a temporary hold to ensure the funds were available during the order's processing. Boscov's only requests the bank turn that hold into an actual charge once we ship merchandise. In addition, customer ** used a different email address on their order, than what was provided on this correspondence. The email address customer ** provided for their Boscov's order ******** was: ***********************. This is the email address customer ** would have received notification to regarding the order, to advise that the order was unfortunately cancelled due to no stock and that the form of payment was not charged. Again, customer ** was not charged and is not due a refund at this time. Please note, temporary holds typically fall off within roughly 5-7 business days, depending on the customer's bank.
Customer Answer
Date: 12/05/2022
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??????????? ID ******** ???,?????????????

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Initial Complaint
Date:10/14/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a recliner for 986 dollars in February 2022...In late March the chair broke...after trying to file with insurance I was told it was under warranty. I filed under warranty in July and a technician came out on Aug 12th. Said the chair looked 5 years old and he would put it in for replacement. Found out they were ordering parts and here it is Oct 14th and still no word parts or resolution. At this point I would like the chair replaced or money refunded. Order Number is ********. If you could help I would appreciate it.
Business Response
Date: 11/09/2022

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. ************** had a ************************ Recliner delivered on Saturday, 3/5/22. On Tuesday,07/19/22, ************** contacted our ********** **************** ********************** regarding his concerns with his chair. The Catnappers return/exchange period is 7 days from delivery. Due to being outside of that timeframe, we proceeded with a warranty claim.

After filing the warranty claim, a technician from ********* **.s inspected the chair on Friday, 08/12/22. Based off of the ************************* inspection, parts for repair of the Catnapper were ordered. Boscovs ********** **************** ********************** spoke to ************** on Thursday, 10/20/22 to confirm he had received the parts needed for the repair.

After his confirmation, Boscovs ********** **************** ********************** requested ********* **.s to schedule an installation date for the repair parts. ************* is scheduled to have the replacement lift base and a mechanism installed on Saturday, 11/12/22.
Customer Answer
Date: 11/14/2022
[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: Boscov's did send a technician to my house to repair the chair. the metal carriage was replaced which did lift the end of the chair. However, the seat of the chair is still tilted to the right and the tech told me that catnapper does not send out new seats for their chair. He tried stuffing styrofoam in the seat but it did not work either. I did not purchase a rebuilt chair especially one where they cannot get a new seat for it. I paid 986 dollars for this chair, and I am not happy with the repair. I think at this point the chair should be replaced with either the same type or another chair similar to it.

Regards,

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

Business Response
Date: 11/25/2022
Thank you for your follow up correspondence. ********* **s. went out to the residence of ************** on November 12th, 2022. At that time, the replacement parts were installed. Per the ********* **s. technician's report, ********** inspected a power recliner, on follow up replaced the recliner mechanism. Service also added padding under the seat to help level it out. Repairs complete.
Per the manufacturers warranty, if the ********* can be repaired, it must be. However, we understand that ************** is not satisfied with the repairs. We will forward the technician's repair report to the manufacturer to inquire if there is anything further they can do to accommodate **************. Once Boscov's hears back from the manufacturer, we will contact ***************
Customer Answer
Date: 12/09/2022
I have not heard from Boscov's after failed repair and their statement the manufacturer does not supply seats. I would like a new comparable chair or money refunded.
Customer Answer
Date: 01/05/2023
Have not heard from boscovs at all. Tech came made repair still looks bad as pic shows after repair
Business Response
Date: 01/26/2023
Thank you for your continued follow up. As of 01/26/2023, the concerns of Mr. ***** were resolved over the phone with Boscov's Corporate Big Ticket Department. As discussed, Boscov's will cover the cost of the necessary parts as well as the installation.
Customer Answer
Date: 01/30/2023
[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: N othing has been resolved. The Boscov store agreed to fix the seat at their expense. However I want to wait to see how this repair turns out before I agree to resolve. If this repair don't work then I would like a refund under the lemon law as this will be the third time they have tried.

Regards,

**** *****

Customer Answer
Date: 03/01/2023
I would like to close the complaint after 1 year. The business replaced the chair finally with a chair of my choice.
Thank you for all your help in this matter.
God bless
**** *****

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Boscov's Department Store, LLC is BBB Accredited.