"December 2013 Order.

Short Version: Customer service is awful.

Long Version:
I placed an order for comforter AND shams. One week later, I receive the comforter with NO shams. So I called them, and they told me to forward the confirmation email where it stated "and shams", because it was supposed to say "or shams" apparently.
7 days later, I receive no reply. So I call a second time, and they tell me that I should receive the shams in 7 days.
On 12/16 I call a third time since I haven't received them, and they said I should wait a little longer and I should receive an email.
On 12/30 I don't receive any emails or package, so I call them back. They say tracking number is not provided, they'd reship it and I should call back in 10 business days.
On 1/31 I call and they said I should receive the shams by the 4th.
On 2/20 I decide call back one more time before the 90 days pass from the date of purchase so I can file a dispute with the credit card company. I talk to Ann and ask for a refund because I never received the shams. She says she can't do any credits/refunds and she'd try to place my shams order again and I should receive a confirmation email within 5 business days.

I didn't want to take any chances so I filed a dispute with my credit card company after the 5 business days passed with no confirmation email.

3/4, they shipped my shams finally but definitely too late: 3 months late!

Pros:
Wait time on the phone calls is low though. Maximum wait time is 12 minutes.

Cons:
Customer service can't do much and if they placed any order confirmations for replacements, it takes weeks to receive those in the email!

Customer service number: ***-***-****"

"First time buyer: Ordered BOGO (buy one get one) Starbucks coffee k-cups and only got one box - called first time and got a terrible customer service rep but after venting a while I called them back and got a good person who helped me out - seems you have to put 2 boxes in the cart to get the one free. She ordered me the other box and now I know how to order to get the BOGO! I suggest Bon Ton fixes their website to make it easier for 1st time users!"

"I seriously wonder what the store was doing. I found this deal on their website for a mixer at deep discount price of $100. I clicked on check out and the price jumped up to $700. I was like I am not paying for it when it said that it is $100. I sent an email to customer service. Couple hours after that, I checked back and the item was back to $700. After 2 days, I received an email from Bonton saying that I got the wrong item, the one on sale was 5 quart and I was trying to buy the 6 quart. How stupid they think I am. I went on their website, click on the order button of the item page to check out and they said I did it wrong? Secondly, I took several pictures of the page when the item was on a discount and I am sure about what I say. I was carefully enough to take a picture of the item description as well and it said it is 6 quart. I did not even look at another item then how could I get it wrong. Yes, try to blame it on the customer Bonton. I called customer service and they played dumb with me. If they said that the item is out of stock then I would have believed it but it is not, it is still selling on the website. Plus, they tried to blame it on me for it, no way in hell. "

"I ordered a pair of shoes and 3 pairs of socks from BonTon on 11/19/2013. The shoes shipped the next day and arrived the end of the week to my surprise. It was obvious that this was drop shipped directly from the manufacturer. The shoes I received were the wrong size from what I ordered and I immediately called Bonton customer service to have this returned and refunded. The rep issued me a shipping label and I received it the next day. On 11/21 I got an email notification claiming that my socks were shipped via UPS Ground. The tracking number clearly didn't look like a UPS number but a USPS number. It was invalid so I decided to give a little bit to retry later.

My returned shoes were delivered back to Bonton on 11/27 and Bonton never provided any notification that they received them. It is now 12/1 and my socks have yet to arrive (the tracking number doesn't work) and my refund has not been credited back onto my credit card. I called customer service and they claim it'll take 3-5 days for them to credit back a refund and they can't do anything about the socks until after 10 business days since it was shipped. The tracking number still doesn't work, so I don't understand what the delay is. They obviously don't know where their own inventory is and their shipping department is basically non-existent since they do drop ship only it seems. Even if I waited 10 days, they'd need several more business days to investigate the issue before they can credit me back $8 for these socks. The turnaround time they need to process these kind of things is unacceptable. Even eBay's policies are faster than this!

I've pretty much given up on the socks and already issued a dispute with my credit card company. I'm still waiting for the refund on the shoes, but judging on the other reviews here I may have to file another dispute for that as well."

"I was making a purchase in Trexlertown,PA store back in September and It was absolutely terrible.
The price I've been charged was much higher then it should be based on was on the ticket.It was saying 75% off original price after take additional 50%.Original price was $85 but I was charged more then that.
When I come back to store and talked to manager,she agreed that I was overcharged and started to talk about some "price adjustment " and there was nothing she could do.It looked like she wanted to get rid of us asap.

I think it's a fraud, when store knowingly confusing customer hoping they will not notice. And most of them don't. It's a very "clever" way to make money.
It's not all. Contacting customer service online-no help.They just don't care about customer at all.Responded to my email in a week with "generic template answer" saying sorry,we cannot help;"

"Order was placed on 10/24/13

I ordered a Kitchen Aid mixer which cost a good amount. I received the item scuffed and scratched. I called customer service and told them the issue. They were nonchalant about it and did not seem apologetic that a high priced item like that arrived damaged due to poor quality control. They said they would issue a free UPS shipping label. It would take 24- 48 hours. I called several times, and they said said it was issued but i did not receive anything. They said they would generate a second one and after 48 hours, I finally received that.

They would not request a UPS pick up for this item that weighed over 20 lbs. I do not drive. I don't know how they expected me to drop this off at a UPS location. The Representative gave me false information and told me I should call UPS myself and that the label should cover any fees they try to add on when i request a pick up. It really doesn't work that way.

I finally was able to ship the return back. It arrived at their warehouse. UPS.com sends me a notification but Bonton does not. They still not have notified they received my return. I called customer service twice. The first person told me I should expect my replacement to be shipped out by end of business day yesterday. I called in again this morning and the second person told me it takes 3-5 business days for my return to be processed and credited??? (i want a replacement, not credit!!). So I have to wait until tomorrow to see if they process my return, and then another 7-10 business days for my replacement to be sent me that is after the x amount of time it takes for my replacement to get processed.

I have a rebate deadline of Dec 2nd. At this rate, i don't know if i will even make the deadline.

I ordered it on Oct 24th, today is Nov 7th. I have never dealt with a company that took this long to sent out return labels, then process, and send out a replacement.

I told them they should expedite the shipping for my replacement but they said they could not do that. They have the option to charge people for special handling and to charge people extra for expedite shipping but they could not upgrade that for me after damage on their part and wasting a huge amount of my time following up on this."

"I placed a large order, which Bonton split into several shipments. Three packages were left on my stoop by UPS, and were stolen. Granted, that was not Bonton's fault. However, the followup was a nightmare of misinformation, and promises that the items would be replaced. Had I known that was not the case (3 of 9 items were replaced, the remainder went out of stock and were refunded), I would have reordered at least one of the items, which was to be a Christmas gift. The phone reps were friendly and helpful, except for the misinformation part. The email responses often did not really address the question at hand."

"I have ordered from Bon Ton several times in the past without issues, but recently I tried to place 2 separate orders and received an error message each time to call customer service. On the first order, which was for 6 kitchen items, I found out that 50% of that order was out of stock. On the second order, which was clothing and shoes, 5 out of 6 items I was trying to order were out of stock. Bon Ton has some serious inventory issues on their website. It appears they don't even update their website, as the items that I tried to order 2 days ago are still showing up as being available when they really aren't. It's a crap shoot to place an order, and get lucky enough to only add items to your shopping cart that are in stock. You have no way of knowing what is in or out of stock until you hit the place order button and get that stupid error message to call customer service. This is way too hard, and as much as I have liked Bon Ton in the past, I am going to have to take my business elsewhere."

"Ive read the other reviews for Bonton and theyre mostly negative and it made me nervous once I had purchased a purse for an extremely low price. But I had an amazing experience with Bonton, my order came within 5 days of purchase and it was EXACTLY what I had seen in other stores for more than double the price. I love this company for saving me so much money! Very satisfied! Will order through them again!!"

"Horrible customer service.

I ordered two items from BonTon. One item was my main focus, the other was filler for free shipping. They confirmed (and shipped) my order. AFTER I had received the filer item, BonTon emailed to let me now that they would not be shipping the main item. Thus, I was left paying for the filler item and the shipping.

After contacting customer service twice, I am still yet to get a response.

What a horrible waste of time and money. BonTon . . . you suck."

"First time customer of BonTon. Placed an order online and it was accepted. A few days later I received an email that they were canceling my order and I would not be receiving anything. Avoid the trouble and order from a reputable company like Amazon instead."

"AVOID!!! AVOID!!!! AVOID Like a PLAGUE!!!!!
Purchased a wedding gift through this store online during a labor day sale, just because it was a little cheaper than Amazon, what a big mistake!. For 3 days, the order just sat there with no change but they did take the money from my credit card the very second after the order. After 3 days, the order just vanished!, no trace of it in the orders page. Called the customer support and they lied to me that it was out of stock, while it was still available online. I told them that I will place the order and they can just match the labor day sale price, but they wont!. The most unethical and cheesy company I have ever come across. Even walmart is a million times better than this store."

"Avoid. Cancelled order several days later. Said it was in stock then changed it to OOS. still see it online for purchase.Dont go here"

"A terribly company with poor business policies and a crappy IT/Database admin. They offer deals on products, you place orders, they cancel orders because their Database Admin does not know how to keep the site up to date with the stock they actually have in their inventory. I placed an order for a Suitcase, deal went through, money charged, 4 days later they tell me:

"Thank you for your recent order. Although at the time the order was placed it appeared as though we would be able to honor your request, we are unable to fulfill the following items. If there are other items on your order, they will ship promptly and we will notify you by email. We apologize for this inconvenience.

Should you have any questions, our Customer Service Department may be reached at 1-***-***-****, daily from 6am to midnight CST.

If email is more convenient, please contact us at
****@****.

Best regards,
The team at Bon-Ton"

What a crap company. They need to own up to their mistake, send the product, and hire someone with knowledge in the IT world to administrate their site and database properly. I recommend yo DO NOT spend ANY amount of time looking through their site, much less ordering a product as you won't get it. "

"Called in an ordered two pieces. They shipped one piece. Called back and said they will not ship second piece. I told them to check recording call, they did not. They will lie to you, ship out incorrect quantities and tell you oh well.

One of the worst if not the worst company I have ever dealt with. Do not purchase anything from these dishonest people."