Complaints

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:11/18/2022

  Type:Order 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.

  Hello, I have being sent catalogs without proper authorization. Please ask business to stop sending me these mails or further escalation will be considered. Thanks Photo attached for reference

  Business Response

  Date: 11/20/2022

  Hello,

  I apologize for this customer receiving a catalog without her request.  I have emailed my Marketing Team to remove her immediately and since the office is currently closed, this should be completed tomorrow. I didn't call the csutomer back because it's Sunday and I didn't want to disturb her on the weekend.

   

  Regards,

  ******************************;

  Customer Answer

  Date: 11/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Broni Keyz

• Initial Complaint

  Date:11/17/2022

  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.

  Order #****** Order Date 10/25/2022 ***************** Classic Tailored Coat - Navy I ordered an women's coat recently on 10/25/2022 from Boston Proper thinking I would have it in time for the cooler weather. My first indication that this would not be a good sales interaction is that I never received an order confirmation. I waited and waited however never received. Luckily, I saved the initial text message from Boston Proper regarding the sale/sales order number so that I could contact at a later date. A few weeks later, I contacted **************** & was told my order was in stock & would be shipped 11/7/22. That date passed & no order received. I contacted **************** on 11/14 & was told order in stock & would be escalated and shipped. On 11/17/22 I contacted **************** again & stated I wanted to cancel my order. I was told I could NOT cancel my order. What?? The item I ordered was in stock, I had to wait for them to ship it to me, send it back and then request a refund. This is utterly unacceptable. What sort of deceptive practice is this? I want my refund and I want it now. Most companies do not accept payment or close out payment until items are shipped out. Payment is in PENDING Status. Why does Boston Proper accept and charge full payment before shipment of product. My **************** Card was charged on 10/25/2022. Their accounting practices need to be reviewed. This is unscrupulous!!***************************

  Business Response

  Date: 11/18/2022

  Hello,

  The customer was not notified of her item not shipping out because at the time she placed her order she used her phone number, and not her email address which is necessary for us to update her.  I called her and left a detailed message and also emailed her.  I told her I sent out the coat free of charge and expedited the shipping and due to the upcoming holiday, she should get the coat by next Friday. I apologized for the experience.

   

  Regards,

  **********;

  Customer Answer

  Date: 11/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you.  

  My suggestion to the Boston Proper System Integration Team for the ordering process is to make changes to the order fields that are provided to the customer for entry.  When checking out after selecting your order item if you do not have an account, the contact information field is displayed and only an EMAIL or MOBILE PHONE NUMBER is the option requested for the customer to enter information.

  If both pieces of information are REQUIRED entries for the system and other downstream departments, please ensure that EMAIL and MOBLE NUMBER are MANDATORY entries requested from the customer initially.  That was not the case with my order experience.  

  Therefore, 2 mandatory order fields are needed on the order page: 1 for EMAIL and 1 for MOBILE NUMBER.  I have attached a picture.  Hopefully this feedback helps other customers in the future alleviate a negative customer experience. 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2022

  Type:Product 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 returned merchandise worth approximately $300 for a full refund to Boston Proper which was received on 10/13/2022. I have called multiple times (at least five times), and have been told each time that the situation has been escalated and that I will hear back in 3-5 business days from the company with a refund. It is now 11/16/2022 which is well over a month and the 3-5 business days promised to me with a corrective action. I called again today and was told yet again that I will hear back in 3-5 business days. *** also never received any email correspondence that I was promised regarding customer service following up. This is why I am now on BBB because I am truly frustrated. This is my hard earned money that is being withheld by a multi million dollar business. Shame on this company for its practices and not doing the right thing. It seems that they hold off on refunding what is rightfully owed in hopes that people will give up on getting their money back. Ive been more than patient and would like my money back.

  Business Response

  Date: 11/16/2022

  Hello,

  I called the customer twice and went right to voicemail. I explained that we processed her refund for order# ****** for $211.25 and order# ****** for $64.18. I apologize as these are some pain points we are experiencing since our infrastructure change.  I left my direct number for her to call me back if she would like to share more about her experince so I can use this for training purposes.

   

  Regards,

  **********;

  Customer Answer

  Date: 11/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/13/2022

  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 have reached out to Boston Proper via phone AND customer service email regarding two refunds that are overdue as detailed below - there has been no reply or resolution:Date shipped from *** Sept 28th [Order 1 - #****** - $326.76].Date shipped from *** Oct 8th [****** - #****** - $817.36]Date I returned using the labels provided: Oct 3rd and Oct 11th ******* sent emails "Weve Received Your Return: Oct 26th for both orders Date today: November 10 We are past the **** days for this process to be completed and given the total is over $1k, I would like to know what the delay is. I use mail order all the time and have never seen a merchant take this long to handle a return/refund which causes me to pay unnecessary interest on the credit card charges for much too long in this case.

  Business Response

  Date: 11/14/2022

  Hello,

  I called the customer to personally apologize for the inconvenience of delaying her refund.  We are behind a few days with processing refunds however I refunded both orders in full including the return label fees. I also gave her a 30% off discount off her next order and provided her with my direct phone number if she should ever need anything. She was very appreciative.

   

  Thank you,

  **********;

  Customer Answer

  Date: 11/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/01/2022

  Type:Order 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.

  On 10/2/22 I had purchased from Boston Proper **** an order for a birthday gift to give on Oct 29th worth $288. I had waited and waited and the package finally came on October 28th; however, it was the wrong items and for a completely different person! A packing slip was inside for someone in Tennessee and I am in ******** (Diplomatic address) and the package was for a completely different person, but with the same tracking number that was in my receipt email and with my name on the label. The package went through literally more than 10 destinations and maybe four different countries before it came to me. The birthday was October 29 and I called Boston proper several times from ******** (and on one call they hung up on me and never called back) to please send it express and I cannot send the item back before they are able to send me my original order #****** because the birthday was that day and they need to send the right order express mail as soon as possible. ** was uncooperative, and unapologetic and said its not possible. Moreover, because the item has been missing for such a long time, the items are now drastically on sale for a lot less price and they refused to give me a price adjustment. I have been a customer for literally almost 25 years and this is how they treat their loyal customers. I would like Boston proper to send me Xpress mail as soon as possible of the correct items and to make sure it goes to the right address. It would also be nice to have them price adjust the merchandise since its been on sale again since I purchased it. I understand an item cannot have two promo codes, blah blah blah, but I would like the least expensive price for it with the one code that fits best. Again, the package went around the world before it got to me but was the wrong order!

  Business Response

  Date: 11/01/2022

  Hello,

  My supervisor communicated with ************************* this morning via email as she sent us several emails over the weekend while we were closed - regarding this concern, and we resolved her issue today.  Unfortunately, the packages got mixed up at the warehouse and we corrected the issue by resending her the order overnight shipping for free. So, as long as *** is on track with delivery, she should receive by end of day tomorrow. I tried to call her however she didn't answer so I left two voicemail messages. 

   

  Regards,

  ******************************;

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18342014
  
  I am rejecting this response because:

  First of all, I keep telling them I am in a different country so calling me at 2:47 AM isnt really contacting me. Moreover, I do not see the shipment sent they said it went overnight delivery - A LIE according to the tracking it still has not been sent!  They only said that for you BBB to be satisfied but as the customer its FALSE, its still has not been given to the Postoffice and its been sitting there for more than a week. Lastly, they did not give me a price adjustment, with all the time that has elapsed, its dramatically less now with promotions and they did not comply with that so again ** send it NOW as soon as possible is my priority right now. Thank you BBB for your help. Hopefully Boston proper will comply and tell the truth. 
  
  Sincerely,
  
  Dr ****

  Business Response

  Date: 11/03/2022

  Hello,

  Unfortunately, since the customer is in Europe and we are not, we can only reply during our regular business hours. We emailed her twice on 11/1/2022, which is attached in this response, and I called her twice as well and left my direct phone number. She has not replied back to us since. 

  Next, we did apply 35% off her order and none of those items have been "drastically reduced" since she purchased them - they are still full priced items (I am also attaching that screen shot). Also, as stated on our website, *** cannot overnight deliver to AE locations (Armed Forces Europe) outside the U.S. because it takes additional time to deliver to the base/location. So instead of overnight the best that can done by *** is 3-5 business days for delivery. This was a miss on our part was we were not aware at the time, and we apologize for that. **************** is taking time to send concerns to BBB however she has not invested the time in calling me back directly or responding to our emails. In the attachment we show the price at the time she ordered compared to the price on the website today -0 and there is NO reductions of pricing.

  Boston Proper is a company that acts with integrity, and we are transparent with our customers and value their business. We shared all the proper information with the exception of us not knowing the delayed delivery time for *** to deliver to AE with ***************** 

  Thank you for your time.

  Regards,

  ***********************;

  Customer Answer

  Date: 11/05/2022

   
  Better Business Bureau:

  I am accepting only ** is SENDING THE PACKAGE NOW AND THAT I HAVE A PRICE ADJUSTMENT.  AND, I want you to know a few things that are attached to his response:

  1. I definitely did call back and wasted two minutes of long-distance time - see attachment. 

  2. Their reply went to my JUNK folder. This is the first time ** email went  to my junk folder. Every other ** email has always been in the inbox.  This is why I could not reply.  Even still ** replied late.

  3. Moreover, according to the tracking, it still has not been sent.  Here is all proof attached. Please send updated tracking.
  
  4. I still did not see any price adjustment and because you say ** has integrity, I will wait a little bit longer, but its still not showing up as any adjustment. And you know as well ** as I do there are promotions that happens with your regular price. I think for you to say that about me is kind of ignorant about your company. 

  5. Ive been having that diplomatic Address for the last two years, I am not in Europe. I keep telling you Im in Asia, but we use AE,  its kind of strange you dont know your customers after almost 25 years with you. Its also an indicator you are not reading carefully my whole case.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely, 
  
  Dr ****

   

   

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dr ****

• Initial Complaint

  Date:09/20/2022

  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.

  I made a purchase in August with Boston Proper. They were in the middle of a system upgrade. My card was charged for the merchandise however I did not receive the product. I have called Boston Proper **************** countless times to no avail. They outsource to a Third Party provider therefore there is no solution. Each time I call they inform me that my order is in the ship status but cannot provide a tracking number. The representative says that they will escalate however I never receive a call back. It seems as if a lot of orders were deleted in the system due to the upgrade and now I am left with a charge for clothing never received.

  Business Response

  Date: 09/21/2022

  I called the customer at ****** this morning, she didn't answer and her voicemail was full so I couldn't leave a message.  I then emailed her and asked her to contact me.  We spoke a couple of times and I shared that her order was delivered by **** on 8/27/2022 to either her front door or mailbox (per ***** I refunded her the total order of $133.88 back to her original form of payment and explained to allow 3-5 business days for the bank to process that back to her card. I apologized for the experince, gave her my contact information and also gave her a 40% off discount that includes free shipping. She thanked me and is pleased. 

• Initial Complaint

  Date:09/04/2022

  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 ordered from this company on 8/16/22 4 pieces in the amount of ******. They lost my order in transit and refuse to expedite a refund after multiple complaints and seeking explanation directly from company. Poor business practices, delivery issues and poor feedback after numerous attempts.

  Business Response

  Date: 09/06/2022

  I called the customer today to make her aware I didn't have any notes in her account regarding the concern I apologized and refunded her the money immediately.  I made her aware it would take 3-5 business days for her money to refund back to her original form of payment. I explained this should not have happened, we should have reached out to ***** to get an update on her order and I offered her a generous discount off her next purchase along with my direct contact information however she refused. I apologized profusely and told her this is not how we do business. She thanked me for the phone call nd making it right.