Burlington Coat Factory Defective Merchandise

Burlington Coat Factory • Returns • Price disputes • Defective items • Discount coupons • Baby Depot

Ellis of Huntingdon Valley PA (11/16/05):
I purchased a Joseph Aboud tuxedo from the Burlington store in Egg Harbor N.J. Both the salesman and the department manager were extremely professional and courteous in locating the tuxedo in Texas and had it sent to N.J. It was suggested that I use the store's tailor and I complied.

The cost of the alterations was $65.00. After making four trips to Egg Harbor, three of which were from Pa., the tuxedo was so poorly altered that I had to take it to my local tailor to rectify it. The salesman was extremely embarrassed and offered me a $20.00 store credit and a tux shirt as compensation for my inconvenience. By this time the money was not the issue.

On November 12, 2005 I finally got the opportunity to wear the tuxedo to my granddaughters Bat Mitzvah and no sooner had I arrived at the affair, two buttons fell off the jacket and had to be secured with safety pins. What originally started out as pleasant shopping experience turned out to be a catastrophy and a source of much anxiety. I would think that a corporation as large as BCF would have better quality control so that similar situations like mine could be avoided.

Bruce of New York NY (2/24/05):
I bought a Clairborne down coat a couple of months ago. Two months after the purchase, the zipper broke and I realized that the zipper was defective from the start. Since I no longer had the receipt, I called and asked what they would do. I was willing to return the jacket for a store credit if they did not have one with which I could make a simple exchange.

They made up some story that they would get the buyers from Liz Clairborne to contact them to tell me where I could repair the coat. Well, I waited and waited and, guess what: nobody called. What a surprise.

I called the manager of the store and informed her that I would be willing to pay for the repair myself if the store would be willing to give me a voucher for the cost of the repair. Absolutely not. Period. I will never, ever shop in a Burlington store again. A bargain ended up being a costly purchase.

Ethel of Philadelphia (2/3/05):
I purchased a coat and the zipper did not work properly (always getting stuck). I also had my receipt and was within the 14-day return policy. I purchased it on my MasterCard and couldn't believe I could not get a credit on my account. I did not know you could only get a store credit. I now have a credit card debt and no coat.

Leon of Acworth GA (12/30/03):
I was sold a pair of shoes that contained 2 left feet in the box. When I went to the customer service department at Burlington Coat Factory at 3752 Austell Road SW, Austell, GA I spoke with store mangaer Judy and since she was unable and unwilling to assist me with respect and dignity I contacted the District Mangager Darryl M., who told me that I could be issued a store credit since they were unable to locate the matching shoe.

I do not want to purchase ANY other merchandise at Burlington and I should not be obligated to do so. THe store mangagers were unnecessarily rude and arrogant and should not be in the retail industry if they are unable to sufficiently handle consumer issues and concerns or deal with people in general.

Lillia of Devine TX (12/22/03):
My son purchased a suit. After using it once, he discovered small pinholes on the coat and about 4 spots on the pants. I have returned to the store on several occasions to complain but am given the run-around. I would like to have this suit replaced with another. That is all I am asking.

I took the suit back to the store yesterday and Alice told me she could not do anything about it. I think this is bad for customer relations and am seeking satisfaction. The suit is worth $227.59.

S.D. of Wilmington DE (2/28/03):
I bought a pair of boots for 29.99. I wore them once and they split right at the seam. I took them back to exchange them and they would not because they say you have 14 days in which to return them. I bought them in the fall. I did not wear them till the winter. I tried to explain to the manager that the 14 days should not matter since obviously the boots are defective. I wore them once for goodness sake. No matter, I spoke to a sales associate. I then asked to speak to a manager all to no avail.

I swear they are the worst store. I will never shop there and I would never recommend anyone shop there unless of course, You never wear the things you buy and of course if you are psychic and know that the boots you buy will rip down the seem within 14 days of purchase, even though you bought them for another season. They stink.

Kelli of Modesto CA (2/8/03):
I had purchased a coat for my son for Christmas. It is now February 5th and the jacket's zipper is broken. I returned to the store without my receipt only to exchange the garment. The manager came and said their policy is to not return merchandise without a receipt. I then told her that I did not wish to return the item, but simply wanted a replacement for damaged goods. She said she was unable to grant my request.

I then left with the district phone number and proceeded to contact what I thought was going to be a district manager or someone above her. A customer service rep. answered my call and when he told me, pretty much, the same thing, I asked to speak with his supervisor, he told me that he has given me all the information that I needed and there was no one else I could talk to. After trying to convince him that there had to be someone else above him that I could talk to he told me that he was going to terminate my call and hung up on me.

Waiting for monday so that I could start my phone calling again, I stumbled upon my receipt. I thought "this is a Godsend for sure!". So I returned to the store and presented my receipt and jacket at the front counter. The clerk told me to get the new item from the rack and return to the counter to exchange. I was then called back to the counter from the asst. manager. He said he could not return the merchandise and I again explained that I simply wanted a replacement for the damaged coat. He refused my exchange, even with my receipt, and I asked to speak with the manager that previously told me that I could exchange my purchase with the receipt. She then added that Burlington additionally has a 14 day return/exchange policy.

I've shopped from Nordstrom to Walmart and have never had a retail problem that even comes close to this. Working in the retail business myself I can't imagine what kind of customers would return to shop at a business that practices such poor customer service. Forget, for a moment, the "policy" that this store or any store might have. Wouldn't it have been just as well for them to exchange my item? Now I'll never go back and let's say they lost the entire $30 that I spent on the one jacket [if they'd exchanged it], I still probably would have returned in the future for purchases 4 times that amount. It must be nice to have a corporate office that will back the decisions made at store level [our manager, on the other hand, has been over ridden at times] which only makes Burlington Coat Factory a nice place to work, but a horible place to shop.

Donna of Voorhees NJ (1/4/03):
I purchased an over-the-door organizer for my son for Christmas. The package was missing the clamps needed to hang it. I tried to return it but had the wrong receipt, so I offered my credit card.I explained to the girl that I did 90 percent of my Christmas shopping there and only wanted store credit for the organizer. She said I did not have the right receipt and they would not give store credit or a refund. I said well then that's the last time I'll ever shop here, she said with a smile "Okay, thank you have a nice day."

After explaining to my husband what had just occured, he insisted on speaking to a manager, told her our dilemma, and she asked me if I could go home and get the right receipt. I told her for twenty dollars I am not running all the way back home, and told her I wanted to exchange it for one with the clamps that at least I could use. She insisted her store policy does not bend, so after making a huge scene in front of a lot of people in the store, I was able to exchange it for another "intact" organizer.

My husband and I are not low lifes, in fact we are both officers of the law which made me even more furious with this ridiculous store policy. She told me "a lot of stores carry these", as if I were trying to steal from them.

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