Burlington Coat Factory

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Incompetence of Employees
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COLUMBUS, OHIO -- First Contact

On 2/12/2005 went to Burlington Coat Factory and ordered 3 pieces of furniture.

§ Vikki Convertible Crib by C&T
§ C&T 5-Drawer Chest
§ C&T Changing Table

Lisa was the sales person who assisted me on 2/12/2005. The computers were down so Lisa had to hand write the purchase order. Lisa walked me up front to put down a deposit (as Burlington does not allow you to pay in full for “special orders”) Lisa failed to get the deposit amount that I intended to put down. She assumed it was the standard 25%. I wanted to put $800.00 cash down. So they took the payment of $800.00 and kept the purchase order, as 25% down which was only $294.55 leaving the balance owed as $879.65. I questioned this and Lisa attempted to dismiss this because she did not want to rewrite the purchase order! So I asked for the manager and they had a gentleman by the name of Jay come and correct the purchase order by scratching out the balance and deposit sections and rewriting the new amounts and signing off on them.

Second Contact

In March the 3 pieces of furniture that I order had gone on sale. I called the store and spoke with Lisa who said that the sale did not count for “special orders”. So I asked Lisa the name of the Manager and when that person would be in. Lisa gave me the information. That following Friday night I came into the store and spoke with Rhonda. Rhonda had the already had everything prepared for me and gave me the sale price. So I asked for a copy of the receipt that she had with the sale information on it.

Third Contact

I called Baby Depot on Friday April 15th just out of curiosity to check on my order. I spoke with Rhonda who advised that the furniture was in. So I said great and I got off of the phone. A few minuets later I called the store back and spoke with Rhonda again just to ask her about transportation of the furniture, I told her that we have a Ford Explorer and wanted to know if that would be bid enough because I was not sure if the furniture was reassembled or not. Rhonda said that the chest and the changing table was already assembled and that we would need a bigger truck for that but the crib was not and we could probably fit that in to our Explorer.

Fourth Contact

On May 1, 2005 my husband, Steve, and his friend went to pick up the furniture. Upon arrival Steve walked into the desk paid the new remaining balance of $256.80. They got the chest and the changing table into the truck went back in to get the crib and the gentleman said that they could not find the crib. So Steve waited 45 minuets while the sales people looked for it. While waiting Rhonda had walked in from lunch and the gentleman asked Rhonda about the crib and she immediately stated that she was already aware of the situation and was looking into it. She then told Steve that there was nothing they could do besides call him later. So Steve left.

Fifth Contact

When I got home on Sunday May 1, 2005 evening at 5:45 PM we had not been contacted as of yet. They close at 6:00 PM. So I called the store and asked for Rhonda the Manager of Baby Depot. The guy who answered stated that she was outside at the moment. I said thank you I will hold. He said okay and placed me on hold. Rhonda finally got onto the phone and she immediately started off by apologizing. She said what happened is that another woman who was ordering the same furniture with the same last name was in the store and was very intimidating to the sales person. So the sales person gave her my crib. She said that she was not in the night that it happened!!! Rhonda stated that she has already contacted other stores to see if they might have the crib and they did not. So now they have to reorder the crib, which could take 10-16 weeks!!! Granted I due in 6 weeks!!! So what they will do in the mean time is give us the floor model that we can come and get! So naturally any “parent to be” concern would be safety? The question of safety with the floor model is that people shake, press, and pretty much do anything to cribs to check for sturdiness. The next point with safety is germs. There have been a lot of people who have touched the floor model. Rhonda said that that is all they can do until they get the crib in. She said once they get the crib in she will have it delivered and assemble for us on top of offering 10 % off our next purchase in there store. Which is laughable because there will be no next purchase in their store from me! I am registered with them and I will soon be undoing. So we ended on that note and left it up to me if we want the floor model or not.

Sixth Contact

May 2, 2005 I called the store and asked for Jeff the store manager. It was Jeff who answered the phone and so I asked him for the name of the District Manager as well as the phone number to the corporate office. Jeff stated that they currently did not have a District Manager and gave me that name of their Regional Manager who is Natalie Ordene and she is in Chicago. He then gave me the phone number to the corporate office, which is 609-387-7800. Jeff asked that I wait to call until he speaks with Rhonda to see about calling other stores. I tried to explain to Jeff that Rhonda has already tried to call the other stores and Jeff cut me off not even wanting to hear about the conversation that Rhonda and I had. So I said okay but I am still going to call corporate along with contacting the BBB.

Seventh Contact

I called the corporate office and left a voicemail for Dave the VP of the Baby Department.

Eighth Contact

May 2, 2005 Jeff called me at work around 11:30 to update me on what was happening. Jeff stated that he got in contact with Tony Winbush the District Manager for the Baby Depot Department. Jeff stated that Tony was getting in contact with the Buyers to get in contact with the manufacturers to see when the next shipment would be in.

Ninth Contact

May 2, 2005 Jeff called me at work at 12:20 PM and stated that my option from Tony is that the next shipment would be in at the end of May and that if I deliver early he will have the Maintenance lady wipe down the floor model crib and give it to us as a loaner until the new one arrives and that they will give us 20% off of the crib. I told Jeff that I did not want the floor model and that 20% off was laughable because that they gave my crib away to another person because they were intimidating! I told him that I have left a message with Dave the VP and I will await his call and deal with him.

Tenth Contact

May 3, 2005 I called the corporate office at 609-387-7800 and spoke with Joyce, Dave Statero’s assistant. She put through with Dave. Dave started off by apologizing and blaming it on a human mistake. He then got right into the situation and stated that he will not overnight the crib via FedEx as he has done this in the past with Cribs and they usually end up cracked. He said that they are better off being ground shipped. So he offered 20 % off of the crib when it arrived which will not be until the end of May and an instore gift certificate. I told Dave that 20% is not acceptable and that I do not want an instore GC, as I do not plan on ever shopping at their store again. I then stated that I am not sure if he is a parent or not but as any first time parent you want to be as prepared as possible and this was causing me not to be prepared. I told him that I want 40 % off of the crib and he said he couldn’t do 40% off. I then asked him if any stores have another crib that matches my furniture set. He knew the crib I was speaking of and he had Joyce on the line with us and asked her to look into that for me. He said they would look into that and call me back.

Eleventh Contact

May 3, 2005 Joyce called and left me a voicemail at my work # stating that she has info regarding the other crib and to call her back.

Twelfth Contact

May 3, 2005 I called Joyce back and she stated that the Dublin store has the other crib in and the name of it is “Madison” and they have placed it on hold. However it is $100.00 more than the crib that I purchased and they would like to extend the offer of 20% off so I would owe them the balance of the new crib versus the crib that I ordered. I told her my intention was not to buy that crib I just want that crib as a loaner crib until the crib that I ordered has come in. I also stated that I initially looked at that crib and did not like the look of it as well as the other crib so I did not want that crib for keeps. She said that her and Dave misunderstood me and she is not authorized to offer that. She said she would talk to Dave and call me back.

Thirteenth Contact

May 3, 2005 I got a voicemail from Tony Win bush on behalf of Dave. Tony stated that the final offer is 30% off of my crib when in comes in and the floor model as a loaner, which they will wipe down.

Fourteenth Contact

May 3, 2005 I called Joyce back and informed her to tell Dave that Tony’s offer was not acceptable and that the next contact would be from my lawyer. She said she would relay the message. So at this point I have acquired legal representation, filed a claim with the Attorney Generals Office, Filed a claim with the BBB, Called the news media, channel ABC 6 and FOX 28 to speak with a consumer reporter who reports on situations such as this. I have posted feedback on two consumer websites to inform other people. I also have informed my OB who stated that they would never go to Burlington as they have had issues with them in the past. My OB stated that this is good info as their office comes into contact with pregnant women day in and day out and she will spread the word.

Fifthteenth Contact

May 3, 2005 Joyce and Dave were on the line and Dave thought that I might have misinterpreted Tony’s offer. They want to offer 30% off and a new out of the box loaner crib that might not match my set. I said I do not care I do not want a floor model and I would accept this. So Dave said that he would contact Tony who would be in contact with me.

Sixteenth Contact

May 3, 2005 Tony called me and said that I will need to come back into the store for the credit and that the manager can deliver the loaner crib tomorrow and wanted to know what time was good for me. I said I planned on coming into the store to revoke my registry tonight so I can get the refund then. We then talked about the delivery of the loaner crib and I stated that I had an appt. in the morning at 9:45 AM and Tony said it could be anytime in the afternoon and I just said name a time I can be there. Tony said that I could also get it if I wanted tonight when I go to the store. I said that is fine I asked if there would be someone there to load it into my car and he said yes.

Seventeenth Contact

May 3, 2005 I arrived at the Dublin store and there was nobody in the Baby Depot department so my mother and I walked up to the service desk and asked for the manager on duty. They called a gentleman named Mike who came to the front and asked us to pull our car around so they could load the crib. I told Mike that I wanted my baby registry deleted he said okay we will do that. Mike then went outside and got another man who was smoking out front to help with the 30% refund. I did not get this persons name. He went behind the counter got out some paper work and asked me to sign a receipt in order to get the refund before signing I asked the amount which was around $64.00 I immediately questioned the refund amount as I had pre-calculated the amount I should have received before entering the store. He tried to state that I only paid $209.99 for the crib. I paid a sale price of $269.99, which with tax should be $86.46. He said that this was what was in the email from Tony and that was all he was allowed to offer. I said forget it I will contact Dave back in the morning and started to raise my voice so that all customers in the front new my situation and said I still expect the loaner crib and I do not accept the refund. Another person came and loaded the loaner crib and off I went with another trip wasted.

Eighteenth Contact

May 4, 2005 I called Monroe Milstein’s extension, as I am tired of dealing with incompetent people I spoke to Terry his assistant who advised that I need to speak with Carole Abbott. I then got Carole Abbott’s assistant who was very nice and informative. FINALLY a person who understood the situation and she asked me to send all information via email. Please note that I checked online today and my name has not been removed from the registry! We will see how the saga pans out!
     
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Anonymous on 2005-05-05:
This is beyond my word limit, I'll just wait for the mini-series to air on TNT.
rmsk on 2005-05-05:
So, the furniture arrived on April 15, but you didn't go in to pick it until May 1.
In that 2 weeks, an error was made, and your crib was given to someone else. That's unfortunate, but I am sure if you go back and read this letter, you will see how easy it is for irate and demanding customers to end up browbeating staff into caving to their demands.
The store offered you a perfectly reasonable compromise, but you didn't want to accept that offer. So it was the floor model. All it would take is to check all the screws and joints, and wash the thing down with soap and water.
If it would take 10-16 weeks for the new crib, and you are due in 6 weeks, then you would only be using the loaner crib for about 4 weeks, anyway. (BTW, I don't understand how your original order only took about 8 weeks, but a reorder would take twice that long.)
The store screwed up. The minute the clerk noticed the error, she should have placed a new order for you, or at least given you the crib that actually belonged to the other customer, when it arrived. (Unless I read that part wrong, and the intimidating customer actually demanded product rather than placing an order, and that's how she ended up with yours.)
From what I was able to read through all your minute details and name dropping, the store worked hard to try to get this fixed up within two days, an offered you several compromises. You were being so obstinate and uncompromising, that it actually took 2 days to come to a satisfactory decision, and even then you still weren't happy, as evidenced by this letter, your demand to be dropped from their registry, and your contacting the news media!
Big deal that your name is still on the registry. If people want to buy gifts for you, then who are you to demand where they do and don't buy them?
I'm sorry you had problems with this company, but from what I can see, aside from the original error, you brought many of them on yourself with your attitude. If you had picked your order up when it arrived, the crib would not have been there to be sold to the wrong person.
rhondam718732 on 2005-05-06:
I agree with RMSK about the delay in picking up the furniture. I had to doublecheck your dates when I read that on 4/15 you called abou the furniture, clearly anxious for it which is understandable, but did not pick it until May 1. You even said you called back 4/15 to inquie about the size of the pieces, etc. but then proceeded to leave your very important special order at the store for 2 more weeks? It is certainly not acceptable that the store sold your crib, but you left them the opportunity and bottomline, you created the opportunity that unfolded into this. And deleting your registry weeks away from delivering...that was out of spite and certainly imparied anyone who actually wanted to purchase something for you as planned.
jessAZ on 2006-07-17:
As a pregant, first time parent, I feel bad that you had to go through this because I too have had a negative experience with this company. When we picked up our dresser it was damaged. The sales associate was willing to check the other dresser in back and "Switch the tag" if it was not damaged so we could take it home that night. I wonder how many other people this has happened to. As for those commenting on how long it took you to pick up the furniture and insinuating that you caused this situation is absolutely CRAZY! When you place a special order, they tell you they will tag it when in arrives and call you. This is your furniture and they should keep it until you can get in there to get it. Our Baby Depot didn't even call us when ours arrived, we had to contact them 4 times!
askdata on 2006-08-26:
I had a great time with my 3 big orders at baby depot. I think you are one of those people who live just to make other people bend to your requests. First off, those furniture are rare and are shipped from overseas, so it takes a long long time. Secondly, where else can you get at least this much service? Third... You shouldn't special order anything from overseas. Buy only what is in stock. If they don't have what you want in stock, look for something else. Don't complaint about stuff if you never done your research on this stuff.
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Poor Customer Service & Relations
Posted by on
Rating: 2/51
PORTLAND, OREGON -- I bought some cute Carter boots for my daughter, but upon getting home and putting them on her, to see how they worked with the outfits I bought them for, the zipper was separating below, so I decided I would return them and pick out some other boots.

I pulled into the lot, and got my daughter out of her car seat when she then kicked off her shoes. I already had the diaper bag, my purse, and her and didn't have room to carry the shoes, so I placed them in the bag and carried her to a cart.

Immediately in the store, I get in line to replace my items. The man at the counter asks for my return and I hand him the bag. He takes the boots out and asks for my receipt, which I then got out of my purse. It checks out and he gives me a refund. I then head back to the shoe department to find another pair of boots. However, they are low in supply and there aren't any that will fit my daughter, so we leave.

The next morning I remember the shoes are in the bag. I return to the store and speak the manager, Randy, to ask him for my daughter's pink Nike sandals in the lost and found. He informs me that there aren't any in the lost and found but that he will personally find out what happened to the shoes. He asks me who handled the return and asked the cashier where they placed the boots and the bag they were in. The cashier states the bag was placed on the counter, even though I saw it thrown onto the floor after he handled the refund.

I ask the manager if it is possible they threw the shoes away, and he flat out denies it, "No way, we don't throw bags away." He suggests that may be they thought my daughters shoes were shoes they were selling. I told him that "Burlington doesn't sell pink Nike sandals, and besides they weren't brand spanking new, I bought them last month." He asked me what time we were in the store, I told him from 6:30 to 7:15pm. He said, "Well, our camera guy will be in in the morning, and I will have him review the cameras. It is possible a customer stole the shoes off the counter." I said, "I highly doubt someone would steal used shoes from a store, especially right off the counter by the register." But he assures me they will find out what happened to my daughters shoes. He double checked to make sure he had my correct number and I confirmed it for him. He said, "I will call you once my camera guy reviews the tape." I felt like he was just trying to get rid of me. But regardless I gave him the benefit, and I waited....and waited... and finally I called him. And guess what, after finding out who I was, the person answering the phone said, "Randy wanted to know if you would like to leave a message since he can't talk at the moment." No thanks, it's apparent he isn't too good at answering calls, returning calls, or customer service for that matter. So, I think I have had enough of Burlington's increasingly poor customer service, regardless of the prices of their products. It's a shame, I used to work at this store and we used to provide excellent customer service.
     
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andbram on 2013-09-27:
I used to work retail. now the store I worked at was not in a great part of town. I have seen people who will steal anything not nailed down whether it was new or used.
trmn8r on 2013-09-28:
With all the detail and effort you have gone through, my suggestion would be to pursue contacting Randy at least a second time. My guess is the shoes were not located, and he didn't want to break the news to you. He should have called you back though.
FoDaddy19 on 2013-09-28:
You seem to think that it's Burlington's responsibility to solve a problem that was more or less of your own doing. How much time passed between when they said they would have the camera guy call you and when you called them? If it was a matter of days then yeah, I think it was appropriate to call them, but it was the same day they said they would call, then I think you should've given them more time.
yoke on 2013-09-28:
It is possible that they have been really busy and viewing the tape is the last thing on their mind. It really isn't their fault the shoes were left behind and is not top priority for them.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Poor Customer Service
Posted by on
Rating: 1/51
ORLANDO, FLORIDA -- I was in the Burlington Coat Factory store located on Orange Blossom Trail in Orlando, Florida yesterday, store number 322, at 8204 S. Orange Blossom Trail, and encountered several issues that I feel need to be brought to someone's attention.

I was there to sign up and complete the baby registry for the birth of our first baby at the end of May. After filling out all of the proper information at the self-service baby registry I followed the directions on my printout in order to receive the price gun so that I could begin adding gifts to the registry and since no one was in the general area I decided to go to the Customer Service desk in order to be helped.

I stood for 15-20 minutes at the Customer Service desk before I was told that I had to make the line to the cashier desk which happened to also be the Customer Service desk and is not clearly defined as such, and not only did I stand there for a while before being told this information I was told rudely by an employee that was just walking by, not even by the "Customer Service Representative/ Cashier". After speaking with the “Customer Service Representative/ Cashier" an "all call" was made for an employee, Jesus, that there were customers in need of assistance in the baby registry area, and they needed assistance.

My wife and I then went back to the baby registry area immediately and waited for Jesus. Not only did he not show up at all, we waited for 20 minutes before an employee to even remember, or notice, that we were still waiting for this employee. The other employee said that he would find Jesus and let him know that we were still there but he still never came. Another 10 minutes go by before another employee walked by and noticed we have been waiting for a long time in the same area and asked if she could help us with anything, we told her that we were waiting for Jesus to come and help us and give us the scan gun in order to add gifts to our registry.

Supposedly this employee knew how to handle this so she located the scan gun and "programmed” it in order for us to be able to scan gifts into our registry. The first five items I scanned did not even register, the scan gun kept saying it was a bad scan and did not accept the barcode that I was trying to add to our registry, I had this error even after I scanned any barcodes that were shown. After much wasted time in waiting and faulty equipment my wife and I decided that it was time to go, as we were walking to the front of the store we walked by an employee and happened to look at the name tag and guess what it said, of course, Jesus, he was walking around the store and re-arranging items to make them look more appealing, and not helping guests that have been waiting for him since finishing the baby registry form.

Before we left the store I requested that a manager come and speak to me and had to wait another 15 minutes before one was even located. The manager came to speak to me and never gave his name, he only had his name tag and it did not show that he was actually the manager at this Burlington Coat Factory. I told him about the issues that I encountered at the store and was told that Jesus was a decent employee and is usually pretty helpful, and that he would look into the issues that we encountered during our trip to Burlington Coat Factory during one of the happiest times in our lives.

I cannot believe that Customer Service has gone this far to the waste side and that people are working "just to earn a paycheck". I also want to point out that many of the display items, in fact almost all of the display items, are covered in dust, stained, and just plain nasty looking, as if they haven't been cleaned in quite some time, some of the clothes were discolored as well but nowhere near as bad as the equipment.

I would never recommend anyone to shop at Burlington Coat Factory, especially the store on Orange Blossom Trail in Orlando, and most of all I am going to tell everyone that I know to never try to do the baby registry because of all of the recalled equipment due to child safety, dirty and stained equipment, a major lack of customer service and customer satisfaction, along with the inability to satisfy their customers. Although my wife, my unborn baby, and I will be brushed aside, I will make sure that everyone I know knows the issues that we faced and the lack of care that we were shown on this visit on January 22, 2013.
     
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erik dennard on 2014-01-11:
Just recently I went into the Burlington here in Seminole
Fl and got this incredible stench of mold and sewech, needles to say that I did an about face and from what I've been told the stench still is there and if so that's definitely a health Hazzard to say the least.
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Bad Experience With Layaway
Posted by on
Rating: 1/51
VIRGINIA BEACH, VIRGINIA -- I used the layaway at this store for the first time and when I picked up my layaway I had to return a few of the items, and when I did I was told that I could not get my money back and that they would have to give me a store credit on one of their gift cards. I ask why and was told that it was their policy. I let the manager know that I was never told that I would not be able to get my money back when I put the layaway on. Her response was they don't have to tell me because it is posted in the store and on the receipt. I let her know that I spent my money in there when I put the layaway on but now I choose to not spend my money in there and wanted it put back on my card, and who was she to tell me how I have to spend my money! If you go into the store and buy something and you need to bring it back you get your money back. Why is that any different then putting it on layaway and paying to get it out and not be able to get your money back if you need to bring anything back. It is my money and I feel that they don't have a right to tell my how I have to spend it. They need to change the policy!!! I will not shop there again. Just going to call it a lost and not give them any of my business again. I purchased a jacket from there last year and only wore it a few times before it ripped in the back and around the buttons it was ripping. I can't ware it now and can't take it back because I don't have the receipt for it and when I got the layaway out, I had put some jewelry on layaway and when I got it home the bracelet broke taking it off my arm and the two chains I got broke before I could even wear them broke. I will not be shopping this store again.
     
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Susan on 2013-11-26:
Burlington's website states that "Merchandise returns from a completed layaway accepted after 30 days will receive a gift card". This retailer is very strict about returns and it appears that they are counting the amount of time on layaway towards the 30 day mark where they don't have to refund money.
Cwazychicken on 2013-11-27:
all stores do this now it seems....I have no idea why because what if you need the same thing and they are out but another store has it?
Likesbeefpies on 2013-11-27:
Layaways take inventory out of possible sale while a customer makes payments. You've entered a contract of purchase therefore a store credit is reasonable.
FoDaddy19 on 2013-11-28:
The thing is you tied up their inventory when you put those items on layaway. It's possible they could've sold those items in the time you had them on layaway. When you chose to use layaway you chose to abide by their policies.
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Talk about service at Burlington if you feel lucky hitting Powerball
Posted by on
Rating: 1/51
PHILADELPHIA, PENNSYLVANIA -- Customer Service was so Rude. Enough about this store's customer service. This store has to come down eventually because of all this nonsense service. Experience: I bought a coat and showed them coupon on my phone. Cashier (boy) demanded that they can accept only paper version. Acceptable to me (prevents store fraud by their own employee in some cases). I asked if I can bring the coat and paper coupon back for price adjustment and I was told that I can do that. Cashier asked another employee (seemed to me like store manager) about the same and I got the same answer that I can do price adjustment during my next visit. Either way no big deal they can just process return and rerun the transaction using coupon.

I went the next day and customer service (rude/dirty) lady/girl said I have to find it on the floor and then do another transaction. I requested that I was told that I could do price adjustment by the cashier (boy) who was also present at that time at another register but again I was declined service. I asked another (nice) cashier who was behind that rude girl cashier about the matter she informed the rude (girl) cashier that she could simply process the return and re-run the transaction using coupon. Rude cashier snatched the coat from nicer cashier and said its store policy (as if she owns the store) that she cannot even allow the same coat to be returned to customer and I have to find a new coat from the store. What a waste of time encouraged by self made store policy.

Am I Going back over there? Never. The environment because of such employees makes experience make worse. Buying is never fun in such an environment and spending hundreds on coats from Burlington seems wasted.

Store: 1563 Franklin Mills Circle, Philadelphia, PA
Date: 11/05/2012
Time: Around 7:30pm
     
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Alain on 2012-11-06:
Let Burlington Coat Factory corporate know about this unpleasant event: http://www.burlingtoncoatfactory.com/ContactUs.aspx?Category=Corporate
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Debit card purchase: charged twice
Posted by on
Rating: 1/51
CHARLESTON, SOUTH CAROLINA -- On April 1st, I purchased a few baby items from BCF. The items, with tax, totaled $11.90. I thought I had made a terrific purchase, as I had bought other baby items for my son's baby at other stores, where the prices did not seem as fair. LITTLE DID I KNOW!
When I went to purchase the items, using my debit card, I put my PIN number in, and the clerk stated that it "did not go through" and would I put the card PIN through again. That did not seem unreasonable, and I made sure that my purchase was only listed one time, for $11.90 on my receipt.
After I got home, I went online to my bank account to look over purchase activities.
The $11.90 showed up, and was debited, twice.
I went back to BCF on April 2nd in the late afternoon. I had already spoken by phone with the stores manager of that day, who advised me that I would need to bring in my receipt and proof of the double-debit on my bank record, and that the info. would have to be faxed to the corporate headquarters! I had never heard of such a thing, having had stores such as Petco accidentally charge twice for a purchase, and they readily corrected their error at their stores.
So in order to get back my $11.90, I drove all the way to the BCF, incurring the cost of gasoline (due to driving distance from my home) as well as my own time, which I also value.
After giving my receipt and banking record page to an associate at BCF, I was told that they would need to make copies and fax the information to their headquarters. I was then told that the associate would call me to let me know when the headquarters answered their fax.
WELL... here we are on April 4th, and no phone call on the 2nd or the 3rd, and I finally called this associate this morning. She "explained" that there were circuit problems through the store organization, and that she would check into the situation and call me back. She also said to keep checking my bank account to see if the error had been taken care of, and my money refunded.
Well, it is now 4:31 P. M., and:
a. No phone call back from the associate, or anyone at the store;
b. No reversal of the extra set of charges on my account.

Am I to assume that when a mistake is made by an employee, the computerized cash register system, or whatever, that I need to just "swallow" the extra set of charges, thereby costing me $23.80 instead of $11.90?
I am furious. I realize that other customers have had far worse experiences, but I think I have give them ample time to respond and take care of this.
I welcome anyone thoughts on this. Thank you.
     
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Bill on 2012-04-04:
Be thankful it was only $11.
I would wait a few more days to see if the credit shows up. I know from experience store credits take a lot longer to show up then store debits.

If after a few days you still don't see it then contact your bank. They will be able to tell by the transaction times if it was a double entry then they should credit it back to you.
spiderman2 on 2012-04-04:
I'm going to bet the charge drops off your account. Is it listed in your pending charges? We had a customer who had an issue with her card not reading correctly and it was swiped twice. Her card showed that the charges were pending two times. We checked our records and we only received the money one time but we couldn't convince this woman that the charge would drop off. It was a matter of hours after the purchase. She was getting very angry so we mailed her the amount of money ($11.90) and I told my husband that it was worth it to get her to stop calling and keep her from getting very angry. Well, 2 days later her husband shows up at our store with the $11.90 and says "you were right, the charge was pending and its gone now."
Amyss3 on 2012-04-09:
The same thing happened to me on the same day. I was charged twice. I am just realizing the mishap. I called the bank, they told me to fill out a dispute form but they are also investigating. They told me to call the store. I called the store and was told that it was a national thing that occurred between 1pm and 7pm and if you used your debit card, it most likely happened to you. They told me to call my bank and call them on 3 way and they would explain. I live in the DC metro area and went to VA location. I am going to call corporate. I need my chump change back. As I remember, my card had to be swiped twice because "it didn't go through" the first time. I actually had to run it as CREDIT instead of DEBIT before it went through.
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Refusal to purchase
Posted by on
EDMONDS, WASHINGTON -- I only get out without my kids to shop about four times a year. Yesterday I had one of these opportunities. One of the items I wished to purchase was a toddler dress. I found it on a rack with other items that looked to be on a sales type rack in the back of the toddler clothes section. When I went to the cashier she had a hard time ringing that item up because the bottoms that come with that dress where missing. I told her that was OK I assumed that was why it was the only one left in the jumble of other clothes on the rack I found it on. She called a sales representative from the kids department who then looked for the bottoms. I was in a hurry and said that's fine I'll pay for it as it is. She said she couldn't do that. The sales representative came without the bottoms. The manager was called and after waiting all that time she said that she could not sell me the dress as it was. The reason was that they couldn't separate the outfit. I said there were no bottoms with it and the sales representative couldn't find it either. The manager said that she couldn't sell me the dress for full price. I said I'd pay less for it then. The manager then said that she couldn't do that either because if I returned the dress I would get more money back for the dress then I paid since in their system it would show I had paid full price. I was not happy. They had wasted at least 15 min. of my time while I was in a hurry and in the end the best they could do was ask for my phone number and call me if they found the bottoms! I can't believe that a store would not let me purchase something they had on their racks to purchase. I can't believe they would choose to loose money by me not purchasing an item they had for sale! Plus I can't believe they would call me a thief in that they assumed I would be dishonest and return the dress to gain a few bucks! Plus I still don't see why they wouldn't have just sold it and put a note on the sales receipt. I have normally been very happy with Burlington Coat Factory but this put a real stink on them for me.
     
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SteveWiginowski on 2011-11-09:
They are not calling you a thief, and they may not have intentionally put the item out there as it was. People take things off the rack a lot, at clothing stores. The two items might have been separated at a point and then the dress was put back on the rack by someone. It could have been put back that way by a customer or an employee.

They aren't calling you a thief, they are explaining why they couldn't sell you the item at a reduced rate. People try to cheat the system, so if a dishonest person tried to get it for a reduced rate, and then later returned it and got full price for it, that person would be given back more money. The store would want to believe that their customers are honest, but there is no way of knowing that, so they have to protect themselves.

As far as the receipt, not every customer makes a return with a receipt, so writing something on it won't fully protect them.
Churro on 2011-11-09:
So you agreed to pay full price for a dress missing its bottoms and the manager said 'No'?. Good grief the people that get the decision making roles these days in retail have no business sense whatsoever.

Screw them. Take your business elsewhere.
Anonymous on 2011-11-09:
Well said, Steve.

What the OP was told makes perfect sense to me. When the bottoms are found, if they sold the dress 'as is' to the OP, what are they going to do with the bottoms? JMO, but offering to call you if the bottoms were found sounds like good customer service to me.
Churro on 2011-11-09:
JC, If you owned a store and a customer was willing to pay you FULL price for an incomplete ensemble fully knowing it was incomplete you'd tell them 'No'. Can I ask your rationale?
Anonymous on 2011-11-09:
Sure. I would probably respond exactly as BCF did.
Churro on 2011-11-09:
You would tell them 'No' because you might find and get stuck with the bottoms for an incomplete outfit you already sold for FULL price. I don't see the downside of getting full price for an incomplete product when the customer agrees to those terms. *JMHO*
Anonymous on 2011-11-09:
BCF advised they couldn't sell it for full price bc it was an incomplete set (missing bottoms).

BCF then advised they couldn't sell it for a discounted price bc it wasn't coded in their system that way so if the customer returned it for some reason they would get a full price refund.

BCF then offered to call the customer if the bottoms showed up.

Sounds like BCF did what they could to provide good customer service.

So yes, I could see myself telling the customer No as well.

SteveWiginowski on 2011-11-09:
The thing I could see BCF doing is let the customer know that if they purchase it at full price, they most likely wouldn't be able accept it if was returned because it would be an incomplete set. It would be a risk (most likely a very small one) that the customer would have to consider.
Churro on 2011-11-09:
I'm trying to figure out the business sense or lack of in the decisions. All they accomplished was pissing off a customer, losing a sale and potentially winding up with something they'll sell at a greatly reduced price or donate to a local thrift store. Just seems illogical to me.

Also when dealing with a customer you never even remotely suggest you're basing your decision on the possibility of fraud. The manager isn't talking to the public at large or a room full of retail policy wonks. The manager is talking to the customer right in front of them. There is no other way to interpret that assertion other than you, BCF manager, think I, customer, might try to cheat your company. That's not a good move.

As usual I'm probably in the minority on this one but I can totally understand the OP's frustration and befuddlement with BCF's actions. Because I'm right there with them.
Prince-Ceasar on 2011-11-09:
I agree with you churro. ridiculous if you ask me. just sell her the dang outfit
CowboyFan on 2011-11-09:
The problem is after the sale. My concern as a store would be that when she got home, other people would question why she paid full price for only part of the item - "that's not fair." She (and they) would then feel either ripped off or try to bring it back and get the price adjusted or refunded. Better only to sell merchandise that is complete, then to go through potential problems.
Anonymous on 2011-11-09:
Excellent response, CowboyFan.
Churro on 2011-11-09:
The supposed problem after the sale is pure conjecture and there is absolutely nothing in the review to form a basis of belief the OP would respond that way. What's not conjecture is the OP was willing to pay full price for the dress without the bottoms.

Just read my3cents you can see that every sale has the possibility of 'potential problems' or customers feeling 'ripped off'. I just don't agree with businesses who operate on the worse possible assumptions about the customer because I too am a customer and I deserve better than that.
swimjim on 2011-11-09:
Best Answer - Churro
Anonymous on 2011-11-09:
Amen, Churro.
Venice09 on 2011-11-09:
God help me.. but I completely agree with Churro.

I'd love to know the price of this dress. It was on a sales rack at Burlington Coat Factory. How much money could possibly be at stake here?
Anonymous on 2011-11-09:
LOL Venice..just wait til Churro sees this!
onlooker on 2011-11-10:
the cashier or the manager should have just said that this item was incorrectly on the sales floor. And ended the entire sales process. 'Incorrectly' sold items will mess up computer and physical inventory. If the purchaser returns to the store for any reason - 'unfair', want to change the deal, want to return, wants to get pants since they were not there originally ....problems will mushroom. There was was some tactless talk, and a personal attempt to resolve the issue. I understand the consumer's very real frustration - I understand the seeming stupidity of losing a sale - I also feel that there may be organizational reasons why there was no flexibility in the pricing/sale.
trmn8r on 2011-11-10:
If the store was ready to sell this item at a discount because it was deemed incomplete, I'm sure that they would have sold it to you.

It is tempting to assume that is why it was on the "sale" rack, but evidently they aren't ready to sell it that way yet.
Anonymous on 2011-11-10:
Trm...I wish I had thought of that response yesterday. You summed it up perfect.
Venice09 on 2011-11-10:
This is just one of the things I love about Kohl's. They are authorized to make adjustments on the spot. It's probably why Kohl's continues to be so successful. They don't alienate their customers over technicalities. They hold on to each and every customer to the best of their ability.
who cares on 2013-08-21:
donate to a thrift store are you crazy. retail store make stuff out of stock cut it up and throw it away. I know I do it all the time. cut clothes smash up cribs. then dumpster
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Burlington Coat Factory Orange Blossom Trail Orlando
Posted by on
ORLANDO, FLORIDA -- On October 28th I went to the above store to return a coat I purchased. I went to the CUSTOMER SERVICE Desk and got in line behind another customer who was in the process of returning an item. I waited a moment and two other women got in line behind me. Before the first woman was finished, the other two women in line behind me stepped to the side of me.

I could tell they were together and thought they were waiting for their friend to get finished with her transaction. When the clerk finished with the return, the other women stepped in front of me and started pulling items out of their bag to return. I stated, "Excuse me, I believe I was next in line?" I was told by the Clerk "Oh no, they are together. She never asked if I minded that she take them ahead of me since they were together. I would have agreed and the issue would have resolved itself. I waited for them to get finished...I was put off over the Clerk's obvious dismissive attitude towards me. I expressed to the Clerk I did not appreciate what she had done. She again told me they were together (they came to the store in the same car???) I asked the Clerk to speak to a supervisor as I thought she had been extremely rude to me.

She made a very curt reply that I could not make out and called for her supervisor. I told him what had occurred and he said he would take care of me. I could hear the Clerk making issue in the background. I told the supervisor that I did not feel this was right and I wanted the names of the parties involved and contact information for BCF so I could lodge a complaint. The Clerk turned and started yelling at me. At this point her supervisor is trying to get her to stop. She gets louder and louder. She takes her name tag off and hurls it at me. I told her to back off and get out of the conversation as did the supervisor. It continued. I again told her to just back off. It continued. I told her to shut up. I was not dealing with her.

She continued to the point her supervisor had to stand between us to keep her off of me. Had he not done so I am sure she would have hit me! Her supervisor and I walked toward the front of the store. I told her supervisor I wanted to speak to his supervisor. He said he would get him (meanwhile the clerk is still out of control assisting other customers between rants). Nobody has asked her to step away from the "CUSTOMER SERVICE" desk! The store supervisor appears. At this point this is playing out in front of the WHOLE store. I told him I could not believe anyone could condone such activity.

He told me that he had just walked up and could not take sides as to what happened and that he would have to review the "tapes" himself (even though the supervisor was present through the majority of what happened)and even though the Clerk was still wailing away in the background. He said he could not give me any names as that was against the law and for their protection (meanwhile the psycho clerk has access to all of my information). He did provide me with a card which he wrote his first name on along with the general customer service phone number. I told him I felt like I was not being taken seriously and that nothing would be done.

The unemployment rate in Orlando is extremely high. It is beyond my comprehension BCF can't find more stable employees and if not, I would suggest that CLEARLY this employee SHOULD NOT be allowed near a customer. I expect an immediate response and can't imagine that I would not get one. My observation is the supervisor should be promoted to store manager and the clerk and store manager fired! The Supervisor is the only party that expressed his deep regrets for what had occurred.
     
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GenuineNerd on 2008-10-30:
This treatment is unacceptable for even a low-end retailer like Burlington. Hopefully something could be done regarding returning your coat. The attitude of the employees involved is asinine and unprofessional.

I wouldn't be surprised about Orlando's high unemployment rate either. I assume many unemployed Northerners head to Orlando hoping to land jobs with Disney World/Epcot/Universal Studios/Sea World, etc. Unless the theme parks are laying off too. Same with Las Vegas...again many unemployed flock there in hopes of landing jobs with the casinos...and the unemployment rate is over 7% there too.
Anonymous on 2008-10-30:
I'll never forget my first and last trip to BCF. I walked in the front door, and there were three employees standing there. I nodded in their direction and all three just stood there and glared at me. It was creepy, unnerving, and I haven't experienced anything like it before or since.
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Treated Like A Thief
Posted by on
CONCORD, NEW HAMPSHIRE -- My 14 year old son entered the store in Concord NH to purchase an MP4 player. He had the cash in his pocket. He was tailed as soon as he approached the product simply because of his age. Undaunted, he continued to shop trying to ignore that the manager had been immediately paged as soon as he went near the high end products and was now following him throughout the store glaring at him angrily. Naturally, at 14 this made him a bit nervous. He decided it was best to finish up his shopping. When he headed for the registers, he was approached by the assistant manager and told to leave. Being rather shy, he did as he was told, but was followed still, all the way out the door. When he picked up his scooter to leave, he was yelled at by the manager to stop riding in front of the store; he wasn't. At this point he lost his patience and insisted he would be informing his parents of what had happened.

He did inform me and I told him unfortunately his age was going to cause suspicion, as unfair as this might be, and he was best advised to leave larger purchases for a day when I was with him. I promised to take him to purchase the item myself. Again my son entered the store, this time slightly ahead of me and my husband, the manager was again immediately paged to follow my son. Who, by the way, has no criminal record, nor has he ever been a behavior problem, anywhere! The child has never even chewed gum in class! I decided it was best to avoid a confrontation by simply letting it be known he was with his parents.

Again we picked up the item, again the manager and the assistant manager approached him, or rather me this time. Amazingly they admitted to having asked him to leave because he had acted suspiciously by looking at the higher priced items in the store. I informed them this was not a crime and that he had money to make his purchase in his pocket. A rather rude response followed and, as a former retail manager, I explained to him that I understood his reason for suspicion, however, the better way to handle it was to watch from his security room, or follow him discreetly, whereupon he would have seen my son pay for the item, not steal it.

He then informed me that my son was acting suspiciously and harassing the customers. I said if my son was being rude I was happy to hear his report, as this was unacceptable behavior and would be punished, he had no report. I asked for specifics, he could give me none. I asked if he'd videotaped it on his security cameras, he said that was private. I asked if he could tell me what was on the videotape, again he said that was private. I asked if he'd reported my son's behavior to the police and if so what was the claim. He had none. “So, in other words my son came in, looked at a product he wanted to buy, decided to buy it, and was thrown out because you assumed he wasn't going to pay for it, and now you want to harass me when I bring him in to buy the item with parental assistance.”
I asked for his district manager's name and phone number, I was told it was private. I reminded him that I had been in retail management for many years and knew contacting his DM was not a private issue. He gave me a phone number that turned out to be false. I managed to contact the DM anyway. I was told by the DM that the situation would be investigated. Three weeks later I have yet to hear back from him. I am appalled. My son took his business elsewhere and so have I. I sincerely hope anyone who cares for children's rights will follow suit.
     
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madconsumer on 2008-08-03:
since your son was not physically hurt, and all stores have the right to refuse services, your suit will be null.
*Brenda* on 2008-08-03:
What suit will be null madconsumer? She said she hoped others would follow suit and not shop there.
Anonymous on 2008-08-03:
My fifteen year old students tell me this shoddy behavior on the part of the employee is very prevalent in retail because of their age. BCF was clearly showing bias and prejudice against your son based on his age. I would keep screaming until I knew that manager was reprimanded or fired. I know kids steal, but not all kids do. I know stores get a lot of theft, but not everyone who walks in is a thief. Dang, with the economy as bad as it is, stores should be doing it better with customer service...not this.
Anonymous on 2008-08-03:
Good for you for going back with your son and then asking all the questions that you did. It's been 3 weeks, time to go above the DM's head and get some answers as to why your son was treated like that. Agree with Sherdy, some kids are thieves, most are not, completely unacceptable. Here's some contact info I found (couldn't find a phone #):

http://corporate.burlingtoncoatfactory.com/contact/customer_relations_contact.shtml

http://corporate.burlingtoncoatfactory.com/contact/epiphany3.shtml
Anonymous on 2008-08-03:
It is really sad to the bad behavior of some kids is making harder on the kids who behave. I don't know what moving forward with your complaint will accomplish, but I would keep going until you are sure they upper management has heard you loud and clear!
TGT101 on 2008-08-04:
I think your son is leaving out some facts.
Anonymous on 2008-08-04:
TGT, the mom asked for proof-they could give her none. No tape, no witnesses, nothing. Believe me, I have kids who are a parent's dream-lovely, well mannered, great grades, and they are followed around a store just as this child was. They gave this mom no good reason for treating her son this way. The logical conclusion is they judged based on age and nothing more.
soccermom12h on 2008-08-04:
I remember waaayyyy back when I was about 12 or 13 years old, I would go into a local pharmacy with a friend. We loved to just walk around, looking at their makeup items. There was a lady who worked there (not an owner) who was probably in her 50's and all she did was follow us around. She'd hover over us, but pretend to be fixing things on a shelf. We would go into the store several times a week, and this would happen EVERY time. We knew darn well she thought we were going to shoplift and it was a horrible feeling. Although we rarely bought any makeup, we'd always end up buying a 5 cent candy bar, so at least she saw that we paid for our merchandise. Years later, I always wished I would run into her so I could tell her how lousy she treated us, but of course that never happened. Good for the OP for confronting the manager!
Anonymous on 2008-08-04:
MP4 Player? I didn't know Burlington sold those.
yoke on 2008-08-04:
We won't shop at Limited 2 anymore after a similar incident with my daughter and her friend, except the manager who was right on top of the girls did not realize I was in the store also watching the girls from a distance. I had about $200 worth of clothes I was about to buy when I heard the manager tell my daughter she needed to have money to buy the clothes she wanted to try on that they were not going to be allowed to just try clothes on and leave the store. I walked over handed the manager the full priced clothes (the girls were looking in the sale rack) I was planning on buying and told the girls we would go to Hollister instead. The look on the managers face was priceless.
cherpep on 2008-08-04:
I think you handled this situation perfectly, presh! You not only demonstrated to your son how much you respect him, but you also gave the manager respect by allowing him to voice his side. In the end your son is proven innocent and your faith in him confirmed. I also would go higher than the DM - kids do not deserve this treatment, and your son deserves an apology.
MRM on 2008-08-04:
Yoke, that was a nice comeback at the manager!
Anonymous on 2008-08-04:
Yoke, that is fabulous!!!
yoke on 2008-08-04:
Thank you. It used to be my daughters favorite store, but after that she no longer wants to go in there. I know that kids (and adults) shop lift and will go into dressing rooms and try clothes on that they have no intentions of buying and leaving the clothes in the dressing rooms in a ball all over the floors. I could see if the girls were in an out of the dressing rooms with handful of clothes, but they weren't. My daughter also know that when she tries clothes on she is to hang them back up (or fold them) and put them back on the correct rack or hand them to an employee if there is one at the dressing room. This store is always a mess and the dressing rooms are packed with clothes. I'm kind of glad she won't shop there anymore, the clothes are expensive and don't hold up.
presh on 2008-08-04:
TGT101, of course as a parent my first response was to gently question him further. However, he is an exceptionally good kid. I have four children and a very busy kid friendly house, I'm also a child advocate, I know kids are sometimes afraid to admit if they've made a mistake. But again, I gave this manager a chance to tell me what, exactly, he had done to arouse suspicion or to upset customers. He could not back his own story with even one example. He also admitted that he'd only followed my son because he'd headed right for the MP4 player as soon as he walked in the store, not a crime. This was not an assumption on my part, this was an admittance on the managers part. And believe it or not, some parents actually have been fortunate enough to have raised well behaved honest kids. Not every teenager is a thieving, rude, punk.
Yoke, good for you!
yoke on 2008-08-04:
presh, you handled your situation great.
presh on 2008-08-04:
yoke, thanks.
yoke on 2008-08-04:
It's not easy bringing up teens and when they get labeled just because they are a teen is wrong. All the teens I know are the most respectful kids you would want to know. I can always tell when any of my kids or their friends are not being truthful. I'm sure this manager at BCF never dreamed that the parent would come into the store to see what happened. To me that proves the kid did nothing wrong. what kid is going to go home and tell his parents he was asked to leave a store because he was shoplifting. Just like in our case the manager was shocked when she saw an adult with the girls.
DebtorBasher on 2008-08-04:
The LEAST he could have done was apologize for the misunderstanding or any inconvenience his actions caused...instead of taking it further with the false claims of the security tapes and false phone number.
Anonymous on 2008-08-04:
DB, best answer.
yoke on 2008-08-04:
db, agree. The manager has to let this kid know that he did nothing wrong and that the management is sorry.
presh on 2008-08-04:
Yoke, I agree and an apology is actually all I asked for, but, I want it given in person to my son at the store, as publicly as he was humiliated.
GenuineNerd on 2008-08-04:
Was this a "shopping while minority" case? I have heard of many cases where minority teenage boys were victims of harassment and profiling by store/mall managers, private security personnel, police, and others. The way your son was treated was wrong. Also, teenage boys in general, regardless of race or ethnicity, have been subject to the same harassment and profiling.
presh on 2008-08-04:
GN, no my son is not a minority. He is a tall (for his age) nice looking pale skinned Irish Italian boy. Though some would say in NH Italian is a minority, lol. He doesn't even dress in a typical "teenage" way ie pants too baggy and underwear showing, though he is a guitarist and dresses in "rocker" fashion, it's more like a "Jonas Brother" than a "Ramones Brother".
chris513 on 2008-08-04:
Italian is a minority? this explains so much of my hardships...
yoke on 2008-08-05:
genuine, in my case it was 2 white girls that was harassed by a manager. My daughter is Danish, Italian and Irish and the girl with her is Irish!
Anonymous on 2008-08-05:
Well handled, presh!! A polite letter to BCF corporate "I will shop at OTHER BCFs, but will no longer enter this particular store...". The manager is a liar...he lied about the phone number and tainted the rest of his assertions with that lie. I have to assume the manager lies about other aspects of his duties as well. If BCF doesn't dump the clown, they deserve whatever their losses may be as a result of his conduct.
presh on 2008-08-07:
Spoke to a very nice CSR at corporate office last week, who was mortified that I had still heard nothing from the District Manager. He spent three days trying to contact the DM, who swore to the CSR he'd called me, and promised to try again. I work from home so my system, of course, includes caller ID and an answering service, hard to miss if someone's called. I found no evidence of even a hang up call from the DM, however, every call made by the CSR was on my phone. I called today to speak to the CSR again today as he wanted to verify that the DM and I had spoken. I informed him that I had received no such call nor evidence of an attempt, he put me on hold and got the Regional Manager on his cell to speak to me. I was impressed.
The RM seemed receptive and willing to listen, he also commented on how suspicious the phony phone number had seemed. Innocent people do not give phony phone numbers. He also acknowledged he was uncomfortable that the manager chose to approach a customer on suspicion only. We'll see where this goes.
Anonymous on 2009-12-16:
BCF is just mad because they sell crap. I bought a pair of docksiders from them and you should see how these things have been falling apart!
PepperElf on 2010-09-06:
well it's been what... two years since this happened.
by now I'm sure the op's son has an MP3 player
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Very Bad Customer Service Ordering online With the Company
Posted by on
Rating: 1/51
I am very disappointed with this company online service on Dec.14.2013 I order my grandson a kid chair for a Christmas gift I received a email saying that I will receive it after Christmas and I was find with that then Jan.4.2014 came so I email them and the company reply that my order is being process so Jan.10.2014 I email again the company reply order being process so I email them again and they reply late that day that my order cannot be filled they don't have the product they will refund my money this was my 2year old grandson Christmas Gift if I would have known this in a timely manner I would gotten him something else .......I want customers to known that when you order from this company theirs no phone number to reach anyone and no tracking number for your order they have PISS POOR SERVICE AND COMPANY I will never order from them again
     
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andbran on 2014-01-10:
IMO ordering anything that close to xmas delivery is always going to be iffy.
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