Complain about a product or service

Burlington Coat Factory Returns, Refunds

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

Dan of Flint, MI (1/7/06)
My wife bought me a coat and pair of shoes for Christmas at Burlington. She asked the sales person: "what happens if he doesn't like them" and the sales person said: "No problem, just bring them back!"

Well, Christmas morning, I should have received an academy award for masking my total disappointment in the quality of the items. Much to my relief, after trying the coat on (even though it was my size) the arms were too long and appeared to be made for a chimpanzee, so I was justified in returning it without hurting anyone's feelings. The squared toe shoes on the other hand, were just a little too much and I couldn't envision wearing them except once a year to go drinking on St. Patrick's Day. I didn't even try them on.

When I took the items back on 1/6, I was told, among other things, that the 14-day exchange period had expired. The cashier said she couldn't offer a cash refund, but I said that was okay and to just take it off my credit card. She said she could only offer an "in store" credit.

Damages: Burlington should not hide their return policy, put it in small print, offer it "after the fact" on the receipt, or tell people (like my wife) no problem, just bring it back! Instead, they should post a large, red banner at the entrance of their store stating: "WARNING! ONCE WE HAVE YOUR MONEY, YOU'LL NEVER SEE IT AGAIN, WHETHER YOU ARE SATISFIED OR NOT!

Bernard of Lancaster, PA (12/27/05):
I needed to exchange the leather coat my girlfriend gave me for Christmas. Since they did not have a larger size coat, we exchanged it for a different style that was $50 less expensive. This process was handled in a friendly and professional manner.

However, once we got to checkout the clerk refused to credit the difference to my girlfriend's credit card and insisted that it was store policy to only give store credit. I talked to the floor manager, who was rude and insistent that store credit was the only option.

Now we are stuck with a $50 gift card and do not want anything else from the store. Basically, people should be warned of this policy before shopping at Burlington Coat Factory.

Amy of Knoxville TN (11/29/05)
After returning a $175 coat, I was informed that my purchase would not be credited back to my card. Instead I would be issued a gift card. The cashier and floor manager were rude, basically telling me I was an idiot for not reading the receipt stating the return policy, which incidentally was printed after the transaction was complete. I asked to speak to a floor manager, but they refused. I asked for a number at corporate, but they refused. I emailed customer service, but they were no help either. Apparently they still do not care if they lose their customers.

I lost $175 on a coat that I returned within in a few days of purchase.

Shannon of Marion OH (11/15/05):
I purchased a combi stroller about 2 months ago. It has a 1 year warrenty on the stroller. It would not fold out no matter how you pulled. I wanted them to trade my stroller for a new one. They refused b/c they said the manufacturer would not take it back. I told them it has a year warrenty and still refused.

My child has Down Syndrome and is almost 2 years. She is unable to walk and has a heart condition. I cannot afford to buy another stroller at this time and I cannot carry her all the time. When I told this to the manager, he unbuttoned his shirt and showed me his scar from his open heart surgery and then said, "It happens and I still cannot help you."

Sheila of Middletown NJ (11/12/05):
I purchased a coat for my daugther $100 and was told there would be no problem in returning the coat within 14 days with the original receipt. I returned the coat 48 hours later to find out I was not able to get a refund or a credit to my credit card. The store policy only gives a store credit.

It is unbelieveable a company of this size and nationwide presence would not conform to a normal return policy. It's not kosher to force someone to shop with them in the future with a store credit for inferior items. If someone asks for the return policy they must be truthful. I have shopped in the past for coats, etc for my family but will never shop there again. I will tell everyone how I feel about Burlington Coat Factory and the unpleasant experience I have had and hopefully there will be a change to their return policy.

Julie of Renton WA (11/4/05):
Yesterday I stopped in the store on my way back from a meeting in the area. I was looking for a coat heavier than a windbreaker and lighter than my winter coat. I found one, it was light blue. When checking out, I asked the clerk about their return policy, she told me 14 days with the receipt and tags and/or package it came in.

When I got home, I realized it was the same jacket I bought at season end last year, just a different color. Today I drove all they way back down there to return it. The clerk processed it and handed me a gift card. What's this I ask? I was told the 'return' policy is 14 days with receipt and the tags and/or packaging the item came in. I asked where that policy was posted, she pointed to the ceiling.

There was every kind of policy except a 'return' policy, I said ... that is an exchange policy, I want to return it. I am told that is the same thing. Hmmm ... return and exchange are 2 different things to me. Then I was told to look at my receipt, it says the same thing.

David of Rio Rancho NM (10/25/05):
I recently purchased a nice leather jacket for myself and visited the store twice to size it and to be sure that I wanted the coat. So, I plunked down over $100 for the coat, got it home and had some second thoughts about my selection after viewing the coat along with my wardrobe. I stewed about it for a couple of days and when I finally decided to return the coat for a refund I noticed on the bottom of my receipt that there is a strict "No cash refund" policy at their store.

I called the store and talked to the manager but he would not budge an inch on giving in to my demands that I receive a refund for the return of the coat. The best I could do was to get a store credit! Believe me...there is nothing else in that store that would interest me so there was no way I was going to go for a cheesy store credit option.

Furthermore, the manager mentioned that there were signs posted all around the store that states their no cash refund policy but honestly, after visiting that store twice neither me nor my wife ever remember seeing a sign that relays their retrun policy to the buying public. If this policy is so important to the survival of Burlington, why then don't they have a HUGE sign at the checkout and why isn't the check out clerk responsible for mentioning the policy terms to each customer BEFORE the items are sold?

I will never, ever go near another Burlington Coat Factory store and I will make sure that all of my family, friends, and associates are made aware of their no refund policy. This is not a fair practice and the fact that they cleverly hide this policy until after a sale is made is ridiculous.

Stan of Boulder CO (9/28/05):
Watch out, new parents! My 7-months-pregnant wife goes shopping for a baby travel system (carrier and matching buggy), specifically the Graco French Bear items. They have the buggy in this store, and tell her that the matching carrier is not in stock, but available in a store that is 35 miles away. They verify they will hold if for her.

She buys the buggy, drives to the other store, only to find that it is an outdated 3 strap (not 5 strap) model. So she doesn't buy it and comes home. We go to the store with an UNOPENED box. They will not refund our money, even though they were wrong about the other part being available, and had a pregnant woman drive 70 miles to find that out.

They give us a store credit for $96. We are forced to spend that $96 in the store. We make sure to buy absolute needs, and never go back to that store again.

Over the next 5 years, we spend the next $3000-$4000 for baby needs (for 2 kids) at Babies-R-Us and Target, and warn every new parent about BCF Baby Depot's non-refund policy.

Sheri of Chicago (9/25/05):
I Purchased several items (clothing for young men) totalling 480.20. When I got home, I checked the items purchased against my receipt and I discovered I was charged for five belts. It was my intention to purchase four belts. One of the belts was on a pair of pants that was purchased. I did not realize this until I got home and taken the items out of the bag.

I returned to the store immediately (within an hour of the purchase) I returned to the store and explained to the store manger Teresa what happened and requested a refund for the belt. She refused citing the store policy of no cash refunds could be issued but she would gladly give me a store credit. Well I had done all the shopping I needed to do at the time and there was nothing else I needed. The error was of course the clerk's for not bringing it to my attention that the belt was in the belt loops of the pants. I had purchased the exact belt in a different size and had no use for the other belt.

Olabode of St. Louis (8/4/05):
I spent $178.22 on a couple of clothing items and 2 shoes. While I was still at the mall, at approximately 15 minutes later, after I realized that I bought the wrong shoe for my occasion, I went back to the store to return the shoes.

The manager on duty had to be an illiterate or either suffering from loss of memory by the way he talks. He could not remember the words he said, first he said that, "the lady that will be able to refund your money is on break", and he later on said, "The only choice you have is, I can offer you a store credit for this item".

Sharon of Houston (7/7/05):
I purchased a bracelet from the 1960 location and soon after found that it was broken. I immediately took it back into the store and was told that I could exchange it for one that was OK. I was unable to find another bracelet, and decided to purchase a pair of sandals priced at 3.99. I also picked up a tote bag but decided not to purchase it after going to the customer service desk.

Before the rep began the exchange she told me that I would get cash back if the refund was 1.00 or less. Unfortunately the refund was for 1.09. When I asked the rep what could I get with that amount of money I was told by another that I could buy something in the Baby Depot. I then told the rep that there was nothing else I wanted in the store and I would be willing to give them the 9 cents and they could just refund me the 1.00. Unfortunately they would not budge.

I felt like I had been robbed, held hostage and thrown out in the street. I did have an opportunity to speak to the manager but he said that the system wouldn't have allowed a 1.09 refund. I left the store angry and in the pouring rain. I now have a set of earring that I do not want, hurt feelings, and a ruined pair of sandals.

Diana of Mexico, ME (6/23/05):
I purchased a suit jacket, shirt, pants and a tie for my husband. He is a large man and is hard to fit. The clothes did not fit. The next day I went to return the articles and discovered the idiotic return policy.

No other store has this policy and I did not see the sign and was told it was printed on the receipt. Which might cover BCF but does nothing for the customer because if they have the receipt they are doomed already.

Rick of Sanford FL (5/23/05):
It is sad to know that Burlington Coat Factory does not know the first rule about customer service. I am glad to know other people are telling their story. On Sunday May 22, 2005 I went in to exchange a pant that was purchased two days prior by my wife. I was aware of their policy and informed the customer service representative that I had some more stuff I needed to buy for my nephew.

I racked up about $80 of additional purchase. Prior to the cashier ringing me up, I informed her that I have an exchange. Instead of the sale representative giving me a store credit first she rung up everything and charged my credit card and proceeded in giving me a store credit for the $6.99 + tax return. I told her that I did not want a store credit but she would not listen to me. I ask for the manager and he was useless also. He persisted on informing me about their policy.

All in all I was so fierce because a week ago I spent well over $1800 in baby room furniture for the arrival of my new baby expected in August. Since we had a $140 deposit in layaway for the changing table, my wife and I made the decision to lose the ridiculous $10 service charge and take the remaining $130 store credit and spend it and leave.

We vowed to never ever return to the Altamonte Springs or any other Florida location. Afterward we went to Babies ”R” Us and my wife and I were greeted with such kindness. We managed to find a matching table that matched perfectly, it was a little pricey, but the service we obtained far exceeds the cost. Again for $6.99 they lost not only the remaining $435 balance for the change table but all of my future purchases.

Malinda of Van Nuys CA (5/16/05):
Was told that I couldn't return items for refund under any circumstances. They were bought the day before and still had the tags on them! They were also purchased with a bank card and the refund could go back into that account. Sadly, I decided that I could NEVER shop there again. I was so happy when the store opened too.

James of McMinnville OR (12/30/04):
This past Christmas I bought my wife a leather coat size 1X from Burlington coat factory in Salem Oregon. The sales lady in the Leather coat section of the store advised me that if the coat did not fit I could easily come back and exchange it for a larger size 2X. That sounded easy . Well the coat did not fit and the next two sizes 2x and 3X did not fit. (It's how the coat fits across her chest and shoulders, too snug or too tent-like).

All I wanted to do was buy my wife a nice leather coat for Christmas. I'm a guy, I wanted my shopping to be easy, So I went to a coat factory, sounds easy. Well now I have a store credit not a leather coat. and saying I should chalk it up to, "Oh well that's life" is absurd." Good PR would be to say, "We're so sorry that we don't have a coat that we can exchange for you, here's your money I hope you find a coat that fits somewhere else."

Jaki of Nashua NH (12/27/04):
I purchased cologne for my son. I lost all my christmas receipts and they are refusing to replace merchandise or credit. I have proof I purchased the items on my bank account but they still will not accommodate. I am very upset. I just purchased over $100.

Virginia of Brooklyn NY (12/8/03):
I purchased a coat at this store on Dec. 3, 2003 using my debit card. I did not see the signs in the store regarding the return policy. I called the store after seeing a complaint about Burglington on your website. They confirmed I cannot get my money back on the coat. When I suggested that the cashier advise that any purchases cannot be returned for cash, she was insulted I would suggest something like this. She said there are signs all over the store.

To be realistic, how many people look at store signs regarding return policies when a majority of stores allow for cash and credit card returns. If I had been advised I could not get a cash return I would never have purchased the coat. I then indicated I would not shop at the store and she was rude enough to imply that I would not be missed as a customer since the store is packed every day.

I am out $89.99 and stuck with a coat I don't want. Now I either have to take store credit or eat the money I spent and forgo the credit since I don't want to shop there again. Forcing a customer to continue to shop there because the customer bought something that doesn't fit or they have decided they don't want is ridiculous. It has the opposite effect on the consumer.

Pauline of Tamarac FL (9/27/03):
I tried to return 2 items within my 14 days grace period with price tag and receipt and they would not give me my money back or credit my credit card.

Carole of Anchorage AK (9/19/03):
My teenage daughter purchased a jewelry armoire for my birthday. The cost was $300.00, but they marked it down to $249.00 because of scratches and dust and a wobbly leg. The sales person actually persuaded her to purchase this item of inferior quality. When she gave it to me, I could not believe the store would sell something like that ... dust was an inch thick all over it and it was just not attractive, especially with scratches.

I took it back and of course, the young man told me of your no cash refund policy, which is very unfair. I do not like to feel 'forced' to spend my hard earned money at a store just because they do not comply with normal refund or exchange policies. I contacted the home office and repeated my story both times, only to be told the same thing both times ... that they would research it and call me back ... which of course, has not happened.

Pam of Suffolk VA (7/12/03):
My purchase with Burington Coat Factory was almost $800. When I returned a few days later to exhange a ladies suit that did not fit, I was told that the suit was not made in that size. I had a paid sales receipt along with the store tags still attached. However, my credit was denied due to their store policy. The "customer service" (now there's a misnomer) representative directed my attention to the bottom of the receipt that states no cash refund or credit card refund for returns.

Their "moral compass" is spinning like a top. While I suppose legally, they win, the court of popular opinion finds them guilty as sin. Be very wary. If you plan on ever making a purchase from this retailer, be certain that you love what you select, that it will fit you or whoever you are buying it for, that they will love it, that it is the exact right shade of blue and that your gift is not a duplicate.

There are too many other reputable customer-friendly retailers in this country who would cheerfully refund your money for a return w/receipt and store tags still attached for me to ever spend another dime at Burlington Coat Factory. Burlington, if you are listening, or more importantly if you CARE, take note. Retailers 101 should teach you that customer satisfaction should matter.

Mehgan of Edison NJ (4/17/03):
I bought clothes and specifically asked if I could return them (not exchange for store credit or other merchandice!) Return is very different from exchange! When I was told that I could I proceeded to purchase $200 worth of merchandise (on two separate occasions) because I am not comfortable dressing in store rooms. The first purchase didn't fit, but I did not have the clothes with me at the time to exchange them.

On top of that, some of the clothes are falling apart due to a bad sewing job. These clothes are sold at quality price in exchange for budget quality! I have just thrown away $200, and being a full time student that can't work that is a lot of money!

William of Randolph, NJ, writes:
Their return policy is the pits. Even though it is posted on the wall and receipt it is still the worst policy I've even come across in years. They will not give back cash or charge refunds on any merchandise ever. I bought a coat and it was the wrong size, they did not have anything remotely close to the size I needed and would not refund my credit card. They should have to make the policy clear before you even start shopping in the store.

Kerry of Old Bethpage, NY, writes:
The following is an abridged version of my frustrating 6 week battle. I purchased a coat (for $39.99 + tax) made of polyvinyl chloride/polyurethane at the Burlington Coat Factory (707 6th Ave., NY, NY) on 4/1/99.

I had it dry cleaned at the end of November and it came back 'stiff as a board'. My dry cleaner said she followed the care instructions on the label but it is either mislabeled or defective.

On December 1, 1999 I went back to the store with the coat and my original receipt to return the coat and get my money back. I spoke to Shahid B., a manager at the store and he told me he thought it was the dry cleaner's fault but was willing to give me a refund if I got a note from the dry cleaner. I went to my dry cleaner and they provided me with a note printed from a computer and hand signed.

I returned to the store on 12/13/99. Shahid was not on and the manager on that night refused to help me after he heard I had spoken with Shahid. After phone calls, to find out Shahid's schedule, I returned to the store on the 12/21/99 with the coat, the receipt, and the note. Shahid refused my refund because the note is not on a letterhead or sealed with a stamp (what mom and pop drycleaner do you know that has a letterhead?).

Frustated, I asked for his manager's name and number. 12/22/99 I called Tom M., Shadid's manager. Tom tells me he has the same decision capabilities as Shahid and proceeds to put Shahid on the phone. Shahid tells me to bring in the coat and he will give me a store credit for the price of the coat.

I tell him I want a refund and that is what I had asked for in the first place. Shahid tells me that he never agreed to a refund and that I misunderstood him. 12/22/99 I call customer service 609-387-7800 and retell my story to rep. Larell x2086. She tells me she will get back to me by the end of the day. She does not call.

12/23/99 am I call Larell and she tells me that she has handed the file to her supervisior, Rob S., and he should be contacting me but he is in a meeting. I wait and call back after lunch. Rob (in a short tone of voice) tells me he is waiting to talk to Shahid when he gets in that day. Only after he talks to Shahid will he have answers for me.

12/24 I call to speak to Rob, get his voicemail and leave a message.

12/27 am. Leave another voicemail pm. request the operator to connect me to speak to someone. I'm told Rob is not in and will be in 12/28. I leave message for him to call me and leave my #.

1/3/00 am I still have not heard from him so I call and ask to speak to Sue C. x1169 head of customer service. I get her voicemail & I leave an urgent message requesting that she return my call. pm. I call and leave another message for Sue. Rob S returns my call and takes info again.

1/5/00 Rob calls and tells me that I can only have a store credit because no one else has had this problem, He adds that this decision was made by the President of the company. I ask who that is and he tells me Monroe Gary.

I ask to speak to him and I'm told he only takes written claims. He tells me they are doing me a favor because they do not have to give me anything considering the coat has been worn and cleaned. He refuses to listen to my claim and the fact that other coats I've seen while shopping which were made of the same materials say DO NOT DRY CLEAN. He cuts me short and tells me to take it or leave it and pretty much hangs up on me.

Frustated, I call a friend in the garment industry who gives me a number to Consumer Testing Labs to find out if the fabric is dry cleanable. Upon hearing the fabric makeup,they tell me it doesn't sound like it should be dry cleaned. I then do further search on the internet and I find the site fabriclink.com which provides advice for fabric care for consumers.

I email them. They respond with info provided by IFI (international fabricare institute) a major drycleaning association. The info simply states that unless the vinyl is properly treated, it will stiffen from drycleaning. There is no way for the dry cleaner to know whether or not the fabric has been treated, it must rely on the care label.

I call Burlington headquarters to obtain the corporate address to write the president and find that the president's name is not 'Monroe Gary' but Monroe Milstein. I am now sending a letter to Mr. Milstein stating all that I've told you.

Aside from the cost of the coat, the cost of my subway rides to the store 3 times and the cost of my phone calls to Burlington NJ, I have been treated in a rude and disrespectful manner. The blame for the ruined coat was placed on me and my dry cleaner. I want this claim recorded so that other consumers can be aware of the poor and rude treatment I have received from Burlington Coat Factory and that Burlington does not stand behind the quality of the merchandise they sell.

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