Boscov's — Local services in Lancaster

I initially had a good impression of this outlet — prices were fair, the store layout was spacious, and the product selection was decent. However, my experience quickly turned unpleasant due to a deeply unprofessional staff member and the store’s failure to honor its own posted return policy.

On the evening of July 17， 2025 around 8:00 PM, I attempted to return two pieces of clothing and a pair of shoes shortly after purchase — not because the items were defective, but because I realized I could have used a 10% discount code that I forgot to apply during checkout. I had clearly seen signage in the store stating that returns are allowed “for any reason, until you’re satisfied.” Naturally, I assumed I could return and repurchase using the discount code.

I approached a white female cashier close to where I was at ( she looks approx. 50–60 years old) stationed in the Teen Girl department on the first floor around the corner — we’ll call her Karen for simplicity. Instead of assisting me, she immediately launched into a condescending lecture about how the discount code was not “meant to be used this way” and that I “shouldn’t be returning items just to get a discount.” She flat-out refused to process the return and began looking for excuses to dismiss me.

When I asked if I could simply return the items without repurchasing, she suddenly shifted tactics and told me I couldn’t return the shoes at her department and had to go “back to the shoe section,” despite the fact that nowhere in the policy/sign does it say that returns must be processed in the original department especially my purchase contained both clothing and shoes. It was clear she was just trying to push me away to avoid doing her job.

To make matters worse, while I was shopping nearby earlier, she had been loudly playing TikTok or short videos on her phone — so loud it became a disruptive noise nuisance. When I approached her, she angrily stopped her video playback and came over with a visibly hostile attitude. Her demeanor was rude, dismissive, and completely unprofessional, as if customers using store-authorized discount codes were somehow personally offending her.

This is not just about poor customer service — this staff member blatantly contradicted the store’s advertised return policy, refused to honor basic rights offered to customers, and created a hostile shopping environment. She was more interested in watching videos than helping customers. If this store truly cares about customer satisfaction, this employee should be formally reprimanded or retrained.

What’s more telling is what happened next: after being dismissed by her, I went back to the original cashier — a tall, young male employee who had helped me with the initial checkout in the shoe section. Unlike Karen, he was incredibly polite, patient, and helpful. He processed the return and re-purchase with the discount code without any issue or complaint, exactly in line with what the store policy promises. His attitude was the complete opposite of Karen— professional, respectful, and solution-oriented. He deserves to be recognized by management for his excellent customer service, which starkly contrasted the behavior I experienced just minutes earlier. I was about to give a zero star rating but for his service.

This incident highlighted a serious inconsistency in staff training and professionalism. I hope store management takes note — both to reprimand employees who rudely turn customers away with misinformation, which could get the store into legal trouble for misleading advertising, and to commend those who uphold the brand’s promises with integrity...

I was treated teribble today because I wasn't wearing a mask. I've shopped here before and was given an exception due to my medical condition so I thought I would be okay today. The Loss Prevention man was very kind and told me I just had to wear the mask over my mouth and that I should bring it down when I'm having trouble breathing. So that's what I did. When walking towards the fitting room I had the mask by my chin for a breathing break and an employee started flipping out in me. She was yelling at me for not wearing the mask right saying I needed to have it over my nose. I calmy tried to explain to her that I have a medical condition and that the security just informed I didn't need to wear it over my nose. I could barely got two words in as she continued to yell at me. I felt just awful. I started to have trouble breathing which led into a panic attack. I was so embarrassed that tried to hide myself behind a nearby beam as I started to uncontrollably cry as I couldn't catch my breath. The women CONTINUED to tell at me through this! She finally started to leave me alone as the customers around were staring at us. The Loss prevention man came back to try to calm me down and reassure me that I was going to get kicked out. The employee who was yelling at me backed off. This was a highly traumatic experience that I was trying so hard to keep from happening. I didn't want to cause a scene and anxiety attacks are horrifying. All I wanted to do was shop with my future mother in law for a dress to wear to my wedding which is in 2 weeks. I would love for Boscovs to train their staff to be understanding towards customers with medical conditions. There was no reason for that employee to flip out on me. She could've kindly asked me to wear the mask or not shop in the store. But that didn't happen. I will not be back, which is a shame because that's where I did a lot of...

I'm actually a fan of Boscov's. Love the selection and the old-school service you get at a large department store. But our last shopping trip was not very pleasant. Went shopping with my wife, who is heading to Jamaica and wanted to pick up a few things. Fantastic selection and plenty of inventory to choose from. We had a fine time picking out some clothing for her to wear, and she was able to try on each item with no problem. We hit the wall when we arrived at the shoe department. Plenty of shoes on display, but we had to wait in a long line while one clerk (who was rather pleasant) had to go to the back to find the size of the shoes we wanted to purchase. We took the shoes and other clothing items to one checkout area, and a rather unpleasant clerk told us that she couldn't checkout our shoes at her register. She did checkout our clothing items, but with the unpleasantness of a grade school disciplinarian . . . ugh. Then it was back to the shoe line (on the men's shoes side, as the line was shorter) to purchase the shoes. I must say that the gentleman working there was really nice, with a smile and a great attitude. Oh, when we were at the checkout with our clothes the clerk took great delight in telling me that my Boscov's card "was declined" and "You need to make a phone call", I guess to check on the status of my card - which I haven't used in a few years. My bad.

In any case, Boscov's is a great store with that old department store feeling. Shopping here in the past was a delight with the personal service of the clerks assistance. Must have arrived here during a busy period, and when the staff was short (along with one in particular). I still love ya Boscov's. I'll get my Boscov's credit card situation straightened out and I'll try again. Hopefully my next visit...