Ordered 2 dog beds with a $50 off coupon, they cancelled my order, didn't offer an alternative and wouldn't honor my coupon on a substitute item. Toll free number to reps working out of their homes have no manager or supervisor to connect to and do not offer any solutions. My emails are being ignored also. Facebook is loaded with similar complaints. No wonder they are doing poorly. I will never ever purchase from this website/store again. Date of experience: January 5, 2017Special trip to buy a record player on sale tag 60% off when I went to pay for it ended up being double a retail price less 60% off which was $60 more retail stores sell for and not the price tag on the floor and the manager was rude don't be misguided by they're going out of business sale Date of experience: July 19, 2018I ordered a wool pea coat from the web site and it was so inexpensive that I was wary. I also got free shipping and it came faster than expected. Well, I love the coat and now wish I had gotten one in each of the other colors while that special was running. Very satisfied shopper here! Date of experience: February 14, 2018After reading some of the negative reviews, I was hesitant to order from bonton.com. However, I read a review from a satisfied customer and decided to take my chances. The product I ordered was significantly less expensive than any other store, and I received it a week later without experiencing any problems. I can't address customer service issues, as I had no need to contact that department. Date of experience: December 3, 2016After ordering Christmas gift a watch for my brother. They sent a cancellation notice after 4 days. Looks like this guys are not a professional online sellers. They don't care about customers. I try try calling the customer care they are not even responding to my call. No more buying anything again in bonton. Date of experience: December 14, 2016I found the personnel at the Stroudsburg Mall- Stroud Mall very helpful. I purchased an item from Clinique and when my foundation was not the exact one that I had, Jackie made a special effort to help me pick out a shade to my liking.Her co-workers also very pleasant and friendly to the customers around me. They even assisted others in finding the correct department for an item they were looking for. Date of experience: March 4, 2017I ordered a top and when it arrived it was nothing like described. I then attempted to return it, but the email address where you are supposed to send return inquires just sent everything back 'undeliverable', I then called and left multiple messages. Finally, someone called my back at 8pm on a Friday, but did not leave a way to contact them back, so I left another message and sent two emails to the general 'contact us' address. I have been getting the run around for over two weeks and still nothing about how to actually return the item. Today, I received an email stating that my item was final sale... there was nothing stating that when I purchased it. This is ridiculous and horrible customer service. Date of experience: August 27, 2019I bought 12 wax melts, all came in discolored and melted. Also bought 3 woodwick candles 2 of them broken glass when they arrived. Bonton charges 8.95 for shipping regardless of why you are returning. Date of experience: September 14, 2017Buyer beware: I placed an order for a king size down comforter, and was sent a microfiber twin comforter that retails for $10 in the packaging of a down comforter. Upon receiving it, I contacted their customer service and they insisted I send it back so they could exchange it for the right comforter. I did so but when they received the inferior comforter back, they said they would instead refund me and asked me to buy the down comforter again at a higher price. I would have never sent the comforter back had they sent me the correct one, but now they want me to repurchase at a higher price for their mistake?! I have never heard of such terrible customer service in all of my life. If you do purchase from them- be prepared to get the wrong item, possibly even packaged in the right retail packaging. And if you do return it- be prepared to jump through hoops and fork out more money, all in an attempt to possibly get the correct item. Date of experience: February 9, 2018I went to the store and exchanged a comforter for a larger size. I was told that it wasn't available in the store but that it was online, so I paid the difference for the larger size and was to have it shipped directly to my home. However it never came and when I called asked where it was they said it was out of stock and yet I never received my money back. Will never buy from them again. Date of experience: January 16, 2017Bon-Ton is unprofessional company and they have poor customer care service... I didn't receive what I ordered... called them 3 weeks ago, they said that they are going to refund me... they never did... called them today they told me: we didn't refund you and we don't know what to do. NEVER DEAL WITH BONTON... as you don't want to get robbed! Date of experience: December 26, 2016I purchased two pairs of shoes from Bon-Ton Feb 10 2016. The shoes were priced nicely and were delivered quickly. I have had this type of shoe before so after making sure they fit I recycled the boxes. About a week or two later one of the eyelets for the shoe strings came loose on one pair. Bon-Ton's return policy states the merchandise must be returned in the original packaging so I tried twice to contact Bon-Ton's customer service via their online customer service and never even received a response. Good prices and quick shipping DO NOT replace good customer service. If you buy form this merchant you had better hope you don't have any problems because you won't get any help from Bon-Ton! I will never use this company again. Date of experience: May 20, 2016DO NOT ORDER FROM BONTON, be forewarned #1 no communication unless I reach out #2 when something is communicated, it's taken back (their reps gave out wrong information twice, on the phone and via email. #3 then a decision was made I'm not to receive the boots, nor the shipping charge I was promised refunded and I only find that out because I reached out again. This company promised a refund of shipping, they rescinded, I have the promise in writing, and on the phone. They don't have a manager on duty, yet that is the person who changed my order. DO NOT ORDER FROM BONTON... find what you're looking for from another company and check their consumer affairs rating. It's worth any price difference. I ended up wasting money and have no product to show for it. Date of experience: April 4, 2018Awful experience. Grill arrived and the box was clearly ripped open and taped back up again. Only item in the box was grill. No drip pan, instructions, etc. I called and the nice lady told me they would send out another one right away, along with a confirmation email. Never received confirmation email, sent several emails inquiring, no response from BonTon. Called today and they want me to ship back the box, told me the original customer service person didn't know what she was doing. This means a trip to the post office I dont have time for and another few weeks before I get my item. So disappointed. Date of experience: August 29, 2016I used this site awhile back to buy a couple of coats. I was really happy with the quality of their products. The prices are also very affordable. They often have special deals where they lower their prices. This is definitely a store to check out. Date of experience: March 13, 2013Wow, I will NEVER order from these people again. I ordered a dress and it was too big so I needed one size smaller. I called their CS department and the guy told me that the label attached to the packing list is a pre-paid label. So I sent the package out and a week later it came back (guess what? It wasn't a prepaid label). So I called the CS department again and they said they would email me a pre-paid label and that I should receive it in 24 hours. Well, it never came so I had to call again and wait another 24 hours. Finally got the label, sent the package out and they received in on June 3. They still have not sent the dress. It's in stock - I've checked every week online. They can't tell me why it's not been processed - they say it takes time. I was originally told 10 days - which I think is crazy anyway for an even exchange. But as you can see, it's been 4 weeks tomorrow. Very disappointed and I've never had such a bad online shopping experience in my life. Date of experience: June 30, 2016I ordered Lancome cosmetics on line and selected gift with purchase. For gift with purchase they had three selection items, all showed as available. They send my order several days later and then notified me by e-mail that the gift item was cancelled. I called customer service and asked to send me the gift from the remaining selection. They said that they can not do that. My conversation with customer service rep and her supervisor was a week after my order, at this time all gift with purchase items were still shown as available on their website. I am very disappointed with my shopping experience on Bonton/Carson's site and will be returning the items and will never shop at those stores again. Date of experience: October 3, 2015Warning. Do not trust this company. They never sent my rebate and have ignored all attempts to contact them to rectify. They are a horrible sham of a company. Date of experience: October 16, 2017Part 1:12/26/17 I ordered perfume set along with my free gift. My free gift was shipped first for some reason and was "delivered" but I never received any package. Sent several emails but no answer. My actually perfume supposed to arrive Friday, so we'll see... Update: Recieved my perfume set with no free gifts. I got an email back saying they were out of stock for the free items and then another saying they weren't able to send me a free gift anymore. I will definitely NOT be purchasing anything from this site. ACTUALLY LISTEN TO THESE REVIEWS PEOPLE! Date of experience: December 26, 2017THIS WAS TOTAL TRAS CABINET DRAWER MISSING - I FOUND IT IN OTHER DRAWER AND THEN THEY WRAPPED IT IN BUBBLE WRAP AND SHIPPED THEIR BROKEN JUNK. YES I HAVE TO PAY TO RETURN THEIR TRASH - SHOULD HAVE BEEN THROWN AWAY NOT SENT TO A CUSTOMER CABINET CRACKED DOWN BOTH SIDES, REAR LEG BROKEN OFF AND EXPLAIN TO ME AGAIN WHY I HAVE TO PAY FOR RETURNING YOUR BROKEN TRASH - DON'T ORDER FROM THEM - TOTAL JUNK Date of experience: September 15, 2017This site is ill prepared and just a shell of a company. With poor planning and poor customer service, it needs to disappear and allow real sites to step in and handle business. Date of experience: October 7, 2017I tried to log into my account, Bonton, Carson's, it didn't matter. I entered my password and it said it was wrong. I tried several times and eventually hit the "forgot password" to reset it. Well, that's when all hell broke loose. Not only did I never receive a temp password, but after calling customer service and having a IT person reset my password, I still haven't received an email. I was told that no human error is responsible, but the holidays are bogging down "the system". What? Bandwidth? I don't get it. I was told to wait an hour and now it's been three. I still haven't received an email for a password reset and I still can't log in. I never changed my password. It just stopped working. Something is going on with their "system". Date of experience: December 19, 2013Bon Ton has great products and buying things from the store is great. However, ordering online is a different experience. I ordered several things online during Black Friday weekend, and I only got portion of my order couple weeks ago. It's been 3 weeks and I was sent email updating my order/shipping status, I was told that everything was shipped and Fex Ex picked up my order, but for 2 weeks it hasn't left Fed Ex site. Just today, I checked the tracking order, and now they are saying that only portion was shipped and they have still yet ship few more things?!?! Not only that, I was sent someone else's order! Totally incompetence. Very disappointed! I just hope I get the things I ordered before Christmas. Since they are chrismtas gifts. I ordered things from other stores and I got the stuff within a week! Date of experience: December 11, 2015Found what I thought was a reasonable price and I had what I thought was free shipping, that was shown on the first order pages. After filling in all of the information and getting to the second to the last page (just prior to placing the order) my cell phone received two (2) texts indication my credit card was already charged 2X for the non-purchased item. When I call Bonton.com to get the charges removed they tell me they can't remove the charges because it is up to the credit card company. The credit card company shows the problem is with Bonton. After hours on the phone I am still attempting to get the charges removed so I can cancel the credit card account. Note that my calls to Bonton are answered by nice employees that just do not have the correct facts. Bonton pays their phone personnel $17/hr, so now they have spent a lot of money to not do the right thing. For now they get the lowest rating possible. Date of experience: June 16, 2016The management team and poor attitudes, scheduling, and just incompetentence. First night of labor day sale. No staff on in furniture Dept. Asked to speak a mgr. Stated someone could call next day. Asked if wuld honor discounts from tonight, said yes. But they called and wanted 10% more. I should have ordered online that night. Oh but good news is Goodwill sale will be better on Wednesday, okay waited was 10 more. So I just did it our order was supposed to be in on Friday 15th. And would call with delivery time. Okay husband took day off called they were rude to him and said the furniture Dept isn't in. Called corporate they told me that furniture was there but can't be scheduled for delivery until they check it in and did not have a way of getting hold of anyone until Monday. Well here we are told next date for delivery Sept 23 no sooner. Ask to speak to mgr whom stated we did read the fine print that the furniture is only in wearhouse doesn't mean delivery. But they would waive delivery fee of 100 dollars. They also stated they had no way of contacting or controlling there schedule. Well cancelled order. And will no longer do business, cause apparently that don't want to either. Guess they will be closing soon too with lousey service and a lack of having contact to speak to forget it. Went to a real furniture store spent my money 3 day delivery guarantee already scheduled. Thursday. NOT Saturday 3 weeks later. Date of experience: September 18, 2017