ComplaintsforBob's Stores

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I got a credit Merchandise card from Bobs Stores, ****** ** on 5/12/23 for $ 62.24. I never used this card bc 4/2023 I was diagnosed w/ cancer. The last year has been treatment, surgeries, admissions. I forgot about card. Just found it, my husband went to purchase new items. They refused card. Going out of biz. Please help! I have the return sales slip, merchandise card & slip for original items purchased. Thank you!

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bob's Clothing Stores recently announced that they would be closing our local store on 7/14/24. My mom and I noticed customers coming out of the store a couple weeks after this date so we went in to find out what was going on. We were told by the front end cashier that the actual closing date was "sometime in Sept. is what they're saying at this point". We mentioned that we were glad the store was still open because mom had about $20 of store credit that she was happy to now be able to spend. The cashier told us that gift cards, rewards, and store credit were no longer being honored. We were shocked and disappointed by this news. Is that even legal? If a customer receives a store credit, why wouldn't the store be obligated to honor that? They file for bankruptcy but stay in business and then abscond with their customers' money? That doesn't seem legal and it's definitely unethical. If they're not going out of business for several months why is store credit not being honored up until the doors are closed. I understand having the 'all sales are final' rule at this point, but to prevent customers from being able to use their gift cards and store credit is bad business policy. And also, this cutoff date wasn't posted anywhere on store property. We only found out by going inside the store after it had presumably closed and talking to a cashier. Very disappointing. Thank you.

  Business response

  08/01/2024

  Hello,
  
  On June 18th, Bob's Stores filed for bankruptcy and is currently in the process of a full liquidation.
  
  Due to the circumstances of our bankruptcy, we had a limited amount of time to redeem gift cards, and customers had until 7/14 to redeem their gift cards. This was advertised as such and we are no longer able to accept gift cards.
  
  Unfortunately, we're unable to accommodate exceptions. 
  
  Thank you,

  Patrick C

  Customer Service

  Bob's Stores

  Customer response

  08/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It wasn't made clear at this store, no sign or anything. I don't have cable and don't receive a newspaper so the only way I found out about it was to walk in and have a conversation with the cashier in which I mentioned that we were glad we were still able to shop and we could use the store credit. Can you refund the store credit?

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

  Business response

  08/05/2024

  Hello,

  Unfortunately, we're unable to offer a refund. 

  Thank you,

  Patrick C

  Customer response

  08/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find it disappointing that the business won't change their policy or offer a refund. Case can be closed.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/10/2024 I shopped at a Bob's store in ********* ** because of their announcement of large going out of business sales with huge savings. They advertised 30 - 70% of everything but I really didn't see many good bargains compared to shopping elsewhere. I purchased a shirt that was marked 40% off. Although the net price seemed high, I still bought it. When I got home, I removed the 'Our Price' price tag which was $5 higher than the manufacturer's MSRP! I think its very deceptive for Bob's to raise prices on products only to falsely advertise 30 - 70% going out of business sales. In addition, you are no longer able to return items.

  Customer response

  07/19/2024

  In addition to previous complaint, Bob's Stores is not honoring my $47.84 store credit. The clerk indicated they stopped accepting those on July 14?? I don't think this is fair, as their doors are still open for business and they advertise additional merchandise being delivered every day. I have been a loyal customer and rewards member since inception and never received any information on not honoring gift cards as of July 14. Their website has been dormant for weeks and there's no way to contact their corporate HQ.  **********************

   

  I am requesting that they honor this $47.84 prior to them officially closing. Thank you.

  Business response

  07/23/2024

  Hello,

  Thank you for sharing this feedback. I'm sorry to hear there is a feeling of deceit in our pricing. However, price changes, and subsequently, reticketing, are a common occurrence in all retail stores. There are many reasons why a price is reticketed. Often this will happen when a product is carried over from season to season, and the cost of manufacturing the item increases. Overall, the cost of manufacturing has continued to grow year over year. Additionally, there are times when a product is mislabeled at the factory, and needs to be reticketed once it's received. 

  Regardless of the reason this shirt was reticketed, rest assured that we put a lot of effort into our pricing strategies and the $54.99 price listed on the shirt is the correct pricing. Unfortunately, we're unable to offer a refund under these circumstances. 

  I hope this context helps to provide a better understanding of why the shirt was reticketed. 

  Thank you,

  Patrick C

  Customer Service

  Bob's Stores

  Customer response

  07/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: although I understand that there are price increases due to manufacturing and other factors, it appears that this item is way over priced relative to the marketplace at $54. Also the brand is ******* ******** ****** which is owned by the same parent company that owns Bob's Stores which is  ********* ***** *****. The practice of raising prices prior to a sale IS deceptive. I was not asking for a refund of the full price, but instead store credit for a reasonable clearance price.

  Secondly I am still waiting for a reply regarding my $47.84 merchandise credit. In my opinion, Bob's did not do a fair and reasonable job of notifying loyal customers of the July 14 deadline for honoring these. The stores are STILL open and you continue to advertise 'new merchandise arriving' as of today. I am requesting that you honor this merchandise credit.
  
  Sincerely,
  
  ***** **********

  Business response

  07/26/2024

  Hello,
  
  I appreciate the concerns raised, and agree that it would have been ideal to remove the original price before reticketing the price of the shirt. Unfortunately, there are no options available to resolve this complaint.
  
  On June 18th, Bob's Stores filed for bankruptcy and is currently in the process of a full liquidation. Due to the circumstances of our bankruptcy, we had a limited amount of time to continue certain business operations, including accepting gift cards and offering refunds. Customers had until 7/14 to redeem their gift cards. This was advertised as such and we are no longer able to accept gift cards. Additionally, we're unable to offer a price adjustment for the price paid for the shirt. 
  
  I understand that this is not ideal, and I regret that we're unable to accommodate this request.  
  
  Thank you,

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My son went to our local Bob's stores as usual to buy a shirt with our reward coupon. He was told by the cashier that they just got word that morning their store was closing and they could not take the coupon, although it was not expired yet. There was no forewarning about any of this, and if there were, he would've gone sooner to take advantage of our reward coupon. I have attached the receipt for the shirt and the $10 reward coupon with expiration of June 30, 2024. I am seeking a $10.00 refund via check because he paid cash. Thank you.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a pair of men's size 9 ***** boots from Bob's Stores to replace an identical, worn-out pair. Upon receiving the boots, I was surprised to find that they were significantly smaller than my original pair—I couldn't even get my foot into them. Suspecting a product defect or a mislabeling issue, I contacted Bob's Stores to request that they cover the return shipping. Unfortunately, Bob's Stores informed me that their return policy does not cover shipping costs. They suggested that I should file a warranty claim with the manufacturer instead, effectively declining to take responsibility for the issue. I explained that the situation seemed unfair, given that the problem appeared to be with the product itself, not a change of mind on my part. To make matters worse, I later discovered that the boots they sent were actually display models, as clearly indicated on the box. Despite this, I had to pay $23.65 to return the boots via **** mail—a pair that cost me $155.85 originally. This equates to approximately a 15% fee just to return boots that were not only incorrectly sized but also used as display models, rather than new as I had expected. I have since returned the boots. I am requesting that Bob's Stores refund my shipping fee ($23.65) in addition to refunding me the purchase price. In addition, I am requesting they adjust their return policy to accommodate situations like this one. I have pictures of the box that clearly show it was a display model. This complaint is submitted in the hope that future customers will not have to face similar inconveniences.

  Business response

  04/25/2024

  Hello,

  Thank you for providing this feedback. I understand this concerns inconsistent sizing between an old and new pair of boots, and the cost of return shipping. The reality of shopping online is that sometimes products don't fit. Many of our customers order multiple sizes at once, knowing that they will need to try-on several different sizes to find a good fit size - even when purchasing a 1-1 replacement.

  Here at Bob's Stores, we strive to provide exceptional value for the products we offer. We offer free shipping for orders over $99 - an offer that was redeemed on this order - but we don't offer prepaid return shipping. As was recommended by our Customer Service team, the concerns regarding the inconsistency with ******* sizing need to be handled with ***** directly.

  There's nothing more we're able to provide in this situation. 

  Thank you,

  Patrick C

  Customer Service

  Bob's Stores

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son ******* is autistic and lives in a group home. He was in need of a winter coat and I purchased one in the Bob's Store in ********** on February 24th 2024 by credit card. The cost was over $100.00. Qithin a week the zipper on the coat broke. I went back to the store and just wanted an exchange of the same coat. The manager Gerry refused and kept stating that noting he can do and he simply dismissed my wife and I. This is certainly the worst customer experience ever. I was not seeking a refund. Just to exchange the coat purchased just 1 week prior. They still have these coats on display in the store. I am hopeful that this agency can assist me. Thank you. ***** ****** *** *** ****

  Business response

  03/05/2024

  Hi *****,

  Thanks for providing this feedback regarding your recent experience at our **********, ** store. I'm sorry to hear how your exchange request was handled and I'd like to help make things right. Can you please forward me a copy of your receipt so I can look into this for you?

  Thank you,

  Patrick C

  Bob's Stores Customer Service

  Business response

  03/20/2024

  Hello,

  I've worked with Mr. ****** and my ********** store to resolve this matter. Please see the resolution summary from Dennis, the store manager, below.

  
  The customer came into the store to return a jacket that was used and damaged. Our cashier Gerry explained our policy as the customer did not have a receipt. The customer left the store before a manager could resolve. Gerry was just the cashier. We reached out to the customer and the matter was quickly resolved. The customer was issued a full refund of $195.51 on 3.16.24.

  
  Thank you,

  Patrick C*********

  Customer response

  03/20/2024

  Although the stores response is not accurate, the problem is now resolved. It was resolved primarily due to your intervention.  I appreciate your assistance. and you help.

  Respectfully

  ***** ******

  *** *** ****

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Made a purchase at Bob's Stores in ********* ** on 01/03/23. The item was advertised as 25% off not in conjunction w/any coupon & all apparel on the rack were of similar selections. The price tag clearly stated the Reg. Price was $20, however at the register the Reg. price rang up $22. So instead of being charged $15 after the discount the total came to $16.50. It was pointed out right away at POS of the incorrect pricing but the woman on duty who seemed to be in a managerial role, "Melissa", said that only the $22 register price would be honored. Reluctantly, the item was bought anyway out of necessity. Called customer service to see if anything could be done about the situation & was told it could but it would have to be done via e-mail. So, the necessary documents were uploaded: 2 pictures showing the price tag & the receipt showing the transaction (#******) to the business. "Imani" in charge of customer service replied the only solution would be to go back to the store to see if they would give back the difference or make a return all together for a refund. There's no way they would give anything back when the inquiry was already made on the original purchase date in person & denied. The amount is so little it would cost twice as much in gas to go back to the physical location. A return is not the desired outcome because the item is still something that is wanted. It's ludicrous that such a small amount can't be given back after the necessary documentation was submitted. Since the company has the 2 attachments, it's not needed to be done again as the store should have them on file. The money should be refunded without hesitation at this point.

  Business response

  02/04/2023

  Hello,
  
  
  This has been resolved. A refund has been issued to Mr. ******.
  
  Thank you,
  Patrick C
  Customer Service Manager
  Bob's Stores
  

  Customer response

  02/11/2023

  
  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

  01/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on line on 1/4/2023, I have not received any correspondence regarding when I will receive the goods I have purchased. When I go into my account it doesn't reflect my order in fact it says that there are no orders pending. I would like to know where my orders is and when to expect it. Also I would like a tracking number. Thank you

  Business response

  01/12/2023

  Hello,
  
  Thank you for contacting us about this inquiry. ******* worked with my customer service team to address this. We provided her with an update on her order on 1/9/23. 
  
  Thank you,
  Patrick C
  Customer Service Manager
  Bob's Stores

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pair of sneakers on 4/9/22 and returned them three days later because they were too wide. I received a gift card for $47.99 and was told I could use it online. I have things saved in my cart waiting for the "temporary" problem with using gift cards online. May I please have a refund?

  Business response

  08/03/2022

  Hello - Thank you for contacting us regarding this complaint. Our apologies the functionality to redeem gift cards/store credit online is still unavailable. We would be happy to work with you to cash out this store credit. 

   

  I have passed this request along to my leadership team in Customer Service and they will reach out to you to coordinate this refund. 

   

  Thank you,

  Patrick C

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  item costs less $20, shipping cost $8 but surcharges $480?

  Business response

  07/21/2022

  Hello,

  Thank you for providing the details of this complaint. Due to size, weight and handling considerations, some products will carry a surcharge in addition to the general shipping rate. This fee was imposed by our carriers to try and reduce the volume of oversized goods all retailers were shipping and we are simply passing the cost along to our customers. Unfortunately, we're unable to waive the surcharge.  

  However, we appreciate your feedback and understand your concern. Our web team is currently looking into other solutions that will help us alleviate this issue and we're confident that we'll be able to find a more customer-friendly solution.

  Thanks again for taking the time to share your feedback.

   

  Regards,

  Patrick C

*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. ↩