Boscov's — Local services in Dover

I went to Boscov’s last night around 7pm to buy perfume as a gift for my mom because it was her birthday. I walked into the fragrance department, and I talked to the first associate (Associate A) I seen, who was in the midst of a conversation with a co-worker (Associate B). They both were talking about how (Associate A) suspected a customer that came in the store earlier in the day, possibly stealing jewelry. As I was about to ask for help, (Associate A) looks to me and says “Now, you can try stealing if you want to and see what happens,” then laughed as if that was funny. That was the first thing she said to me and I thought that was rude and disrespectful coming from a worker who is suppose to represent the store, a worker whose help I was about to ask for, but I instead ignored the comment, and continued asking about the perfume I was looking for. I was in the store with my 2 year old daughter as well, and my daughter acted playful at the time, so I wanted to be in and out of the store. I was in the store for about 20 minutes. She showed me where the perfume was, and got it for me. After, I decided I wanted to buy perfume for myself, so I asked about one perfume, but your store didn’t have it. So I asked about another perfume, she took me to the location of that perfume, I seen there were 4 different ones of the brand I wanted, so I smelled all of them. Before I did make the decision I had to chase my daughter a couple of times to try to keep her from going off too far but it wasn’t easy. I made a choice of the perfume I wanted and that was it for all that I wanted to buy. So (Associate A) takes both of the perfume sets to the cash register by Clinique and (Associate B) follows her while I’m trying to get my daughter to follow me. Both of the associates are at the cash register before I get there. As I am making my way over there with a , now reluctant and fussy toddler, my daughter grabs a lip balm that looks like a milkshake, and I’m telling her to put it back, she doesn’t, and I couldn’t grab it from her because I was already carrying too much stuff in one hand and trying to hold her hand with the other. Both associates are watching me but also seem to be gossiping as I start getting closer to the cash register, I hear (Associate A) making a comment while looking at me saying “Ghetto-Fabulous” but both got really quiet when I made it to the cash register with my daughter. (Associate A) then starts scanning the perfume sets while I’m standing there still trying to tell my daughter to put the lip balm back, because I don’t want my daughter to think its something she could actually eat or make a mess with, but (Associate A) rudely grabs the lip balm from my daughter’s hand, scans it, then gives it back to her without saying a word, while I am telling my daughter to put it back, and I was just in disbelief when I seen (Associate A) do that and smirked while she was doing it. I really stood there like did she really just do that and thought it was okay and funny. I got so irritated and annoyed by that, but I am a civil person, so I let it go, and then (Associate A) made a comment after then (Associate B) said “ this is why I love working with you,” and they both laughed about it. I just wanted to leave because of how much it was bothering me I wanted to get my mom’s gift wrapped but I didn’t even bother after that. I have worked in customer service, and you’re suppose to be professional and respectful to customers whether you like them or not because that is expected from the employer, especially with retail. The service I got was dissatisfying, and I’m only happy that I could get my mom her...

I had shared the experience below with the store manager via e-mail. I just rec'd a response from the Store Manager thanking me for the information and she agreed that the situation should had been handled differently.... Thank you for your prompt response and the e-mail. Anyone can make a bad decision. Laura is a good employee and I am pleased that she will be coached to be an "EXCELLENT" Customer Service Representative. Thank you!....

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Usually we have had very good experiences shopping at Boscov's in Dover, DE. Today's experience was not good and definitely is a "Training" Opportunity for customer service protocol.

This morning I had gone to the Estee Lauder cosmetic counter to purchase makeup. A customer was at the counter trying to make a purchase but she was having numerous issues with both of her credit cards and the cards being shut down, she owed $$ and was trying to pay her Boscov's account with another bank credit card? Finally, the transaction just wasn't going to get processed.... and Laura, the Boscov's employee finally told her that she would just hold her purchases until she could return with cash to pay the account.

The customer left and it was my turn to have my purchase processed. As Laura was getting my order together, the previous customer showed back up with cash in her hands to pay. Laura told me that she had to take care of her and for me to wait? This was totally unacceptable customer service! She should had completed my transaction and THEN gone back to the "Problem" Customer... I had an appointment to get to and could not wait for the drawn-out processing for her "Problem" customer! I asked to go to another cashier or to the customer service desk to complete my purchase. Laura informed me that she was the only person to process my purchase due to the promotion?

Only after the customer stated that she would wait and for Laura to take care of my purchase, did Laura complete my transaction. Laura was a very pleasant, friendly and knowledgeable employee. Unfortunately, she didn't follow customer service protocol - To take care of the customer you are dealing with and then take care of any other customers.... Especially when this was not a "quick" fix for the "Problem" Customer... She had all kinds of credit card...

I am absolutely appalled by my recent experience at Boscov’s, which was marred by the extremely disrespectful behavior of a store manager, whose name may have been Mary. While I was simply shopping with my husband in the toy department, I was humiliated when this manager yelled across the store, telling me I needed to pay for my toys before I could go anywhere else. I was in complete shock! The embarrassment I felt in front of other shoppers was indescribable.

When I tried to approach her and calmly ask for an apology for the way I was treated, she proceeded to tell me that the Legos I had in my cart were an issue because I took them from the shelf, not from behind the counter (which I didn’t even know was a policy). She kept making excuses for her actions, insisting that she was worried about the toys getting ruined. She even said that she was concerned my husband and I might get chocolate on the toys. But when I told her we didn’t have chocolate and had no intention of buying any, she had nothing else to say—her justification crumbled right in front of her, and she couldn’t offer any apology or take responsibility for the way she treated me.

It was clear to me that her behavior wasn’t just a one-off mistake. She spoke to her employees like they were beneath her, belittling them in front of everyone. I saw how she disregarded them, and it was heartbreaking. It’s clear she lacks basic respect and common decency toward both her customers and her staff.

I am beyond disappointed by how I was treated because of my skin color and assumptions. No one, especially a paying customer, should ever feel singled out, disrespected, or profiled based on assumptions or stereotypes. This experience was painful and frustrating, and I hope Boscov’s takes a long, hard look at how their staff, particularly their management, handles customer relations. I’ll be thinking twice before stepping foot in that store again.

I also contacted the corporate office and never got a call back which lets me know that this wasn't an...