Burlington Coat Factory
Bad customer service

I purchased a suit and shirt for my son before he left for college in August. I paid with a Visa Debit card. When he got to school, which is in Florida where they don’t have any Burlington stores, he noticed that the shirt had a cut in the back, like the ones that happen when boxes are opened. So, when he came home at Christmas he took the shirt back with the original receipt and asked if he could exchange it. The floor supervisor came and told him he could not exchange it.

So, a few days later I took the shirt and receipt to the same store and asked to exchange it because the shirt we had purchased was damaged at the time of purchase. The representative name was Jordanous, in the Vista California store, told me that she had talked with my son a few days earlier and told him she could not exchange it. I asked her why and she told me that he did not bring in a receipt, which is not true. I told her I just wanted to replace the damaged shirt with the same thing. She then told me that she would “give me” $14 credit towards a new shirt because the shirt went on sale between the time we purchased the shirt and now. So, basically she wanted me to give her an additional $5 - $6 to replace a damaged shirt they sold to me. I told her that would not be acceptable and took the shirt and left the office.

I have talked to many other people who have had similar experiences. I called the store and spoke with a manager named Lisa, and she told me that that is their company policy and she couldn’t do anything about it. I am in the customer service business and feel this is totally unacceptable. I thought, the customer was always right and that you should do whatever you can to satisfy the customer. I feel that my request was very reasonable.

Company: Burlington Coat Factory
Country: USA

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