Complaints

This profile includes complaints for Burlington's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Burlington

  1830 N Route 130 Burlington, NJ 08016-3017

• 

  Burlington Coat Factory

  601 Harry L Dr Johnson City, NY 13790

• 

  Burlington Coat Factory

  3333 W Henrietta Rd Rochester, NY 14623-3543

• 

  Burlington Coat Factory

  3333 W Henrietta Rd Rochester, NY 14623-3543

• 

  Burlington Coat Factory

  3200 Donnell Drive Forestville, MD 20745

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent full payment by check and ask for the account to be caneled. They held onto my check for 3 weeks before cashing my check, passing the due date and then charged me a $30.00 late payment fee. I don't want there card or services. I feel this is retalitation for canceling the account.

  Business Response

  Date: 02/08/2023

  Please note that the Bank will waive the fee and close the account as requested by the customer.

  Customer Answer

  Date: 02/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 03/14/2023

  
  Complaint: 19314270
  
  I am rejecting this response because:
  
   had filed a complaint with the bbb back on 2/2/2023 for a late payment fee that had been waived by the company to resolve this issue. I thought it was done until I recieved another bill from Burlington Coat factory for the amount of $62.00. This stems from the original $30.00 late payment fee ontop of a new $30.00 late payment fee with a $2.00 interest charge. I was assured by the company that the payment was waived and that the card was canceled thus having me close the 1st case down with the BBB.
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/15/2023

  Please note that we have resolved the issues about ******************** Burlington Credit Card account. The Bank has remove the fees and close the account as requested.
  
  We are sorry for the delay. The Bank was able to make contact with the accountholder and her son. They have resolved the issue and removed the fees and closed the account per their request. We hope you have found this information helpful.
  

  Customer Answer

  Date: 03/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So upon visiting the store located in ******* ** after getting to the register and being told I couldnt purchase items I had in my cart. Now mind you I shop at Burlington all the times have been for years. So I get ready to check out with my clearance items in my cart same that I have purchased from other Burlington stores locally. The cashier said these ring up for a ***** we cant sell ***** items. Now I have prior knowledge of how this works. So I explain to her if its on the sales floor under clearance its to be sold. I further more went to tell her they should mark the items .25 as another store does because thats against policy to refuse to sell a customer an item. So she went on to tell me she wanted to purchase those same items and she couldnt. Hint thats means they know the items are on the floor. So with my knowledge I advised her employees cant purchase on the clock. I also explained to her that she should get her manager because these items are suppose to be sold if they are on the floor. So after speaking to the manger who was very short and rude he claim he didnt know about it and said they have a huge been in the back of clearance items. I advised him the publics should be a able to purchase at a cleared rate until all items are sold or removed. Once again I have a relative who works for another store. Long store short he was rude and said the items pulled of the floor couldnt be purchased. However there was other people purchasing red tag reduced or clearance items. Burlington need to make sure all managers as well as workers are on one accord. Im addition the mangers let there family members come in and get these items in bulk. This was told to be my a reliable source someone who currently works that location. I explained this was very unsatisfactory and that I would be making a complaint.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I went to shop at Burlington Coat Factory in ******* ** on 1 10 2023 at 9:50PM. The staff were rude and unhelpful, and so much as told us to get out of the store by 10:15 when their posted hours are till 11 pm. We were going to purchase over $40.00 in merchandise but left everything there due to the attitude of the staff. They were speaking Spanish and were belittling customers. Unfortunately we know Spanish and were aware this was happening. We will not be returning to this store again.

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About on February of 2022 on a visit to the store I enrolled to get the credit card. My purchase was paid with it which it washout $350 I believe. The purchase was paid after the first statement after that there wasnt any other purchases done. I did tried using the card again sometime in April however I ended up losing it. I tried calling to let them know and I never heard back. NEVER GOT A NEW ONE. Now there is a bill for over $300 dollars on late fees and a purchase supply done on May or June. I have called multiple numbers given to report the fraud and I kept being pushed around giving new numbers to call and none have been helping. On November 2022 I called the number I was giving ************ and then I was given another number ************. I supposedly spoke to the fraud department and I was told the investigation would take place. I still haven't received anything from that and the "late" charges continue to add up.

  Business Response

  Date: 02/03/2023

  The Team at the Bank have completed their investigation and the necessary maintenance is done. The fraud review has also been completed. A letter was sent out yesterday to ************** to notify her of the outcome of the investigation. The bank is the issuer of our credit card and the sole responsible party for resolution on any financial related matter. Thank you for your patience.
  

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday December 21, 2022 I went to the Burlington coat factory to purchase a few items for Christmas. When I got home I realized that the pants i bought may have been to small so I went back to the store on December 22, *************************************************** the I told the manager I was trying to swap out the pants for the correct size I was asked if I had a receipt and I stated I did not he said it wouldn't be a problem just go get the pants that were the correct size I needed. When i proceeded to check out with the correct pants size and three more items the cashier said do you have the receipt for the pants i said no mam i do not i was in a relatives vehicle the day i bought those pants she said it wouldn't be a problem she could look me up by my number and then she asked for my id of which i proceeded to give her then she said the pants were on sale and i would recieve a credit of **** to go towards the total of my purchase i procceed to pay for my things when i got outside i thought about the amount i just paid and looked at my receipt because i paid extremely to much. When i checked my recepit i show she chareged me for the same pants i exchaged and bought the day before. i went back in the store the manager guy comes over as he hears me tell the cashier the charged me for pants i just brought back then he comes over to say i didn't understand they charged me because i didn't have a receipt and i was saying you told me it wouldn't be a problem you knew i didn't have a receipt and the cashier stated i was getting a credit towards my purchase that's ridiculous why would i pay for a pair of pants twice that i already paid for and i don't have the other pants because they have them the manager then becomes aggressive and arrogant im already a victim of domestic violence and this was trigging my ptsd so i went on left to call the corporate office but the representative on the phone didn't speak good English so i am filing this complaint

  Business Response

  Date: 02/15/2023

  Please note that we spoke to our customer on 01/20 and asked her to provide some supporting documents so that we could assist her, we followed up with 2 emails plus a voice mail and we did not hear back from her.

   

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on Nov 25th 2022 me and .y roomate and her boyfriend went shopping at burlington on ********* in ************* . We both just won some money so we were going to buy a lot of stuff that night. Sk it started off by us walking Into the store and their security alarms went off as we walked in and we all stopped and the staff said we were fine to keep on walking in and shopping so we di. After about 15 mins I get a phone call from my roomate saying they just police escorted them out of th3 building because they said she has stolen A lot from them but my roomate has never stepped foot in that store in her life so that was b.s. and after her it was her boyfriend that got escorted out because he walked in with her and the rheg police came and found m3 and escorted me out and said they didn't want my money they want you out because I walked in with my roomate as well.. so just because me ans her boyfriend came in with her we were treated as criminals and thieves and that's is b.s. so just because they thought she was someone she wasn't we all got police escorted off the property and called liars and got embarrassed and it was totally racial discrimination and defamation of our characters I was so upset after that. I'm an army veteran and we both had plenty of money to spend and the told they didnt want our money and on tip of that the cop proceeded to try and ru my name and get me arrested for somthing else just cause I was escorted out for nothing at all but I'm not a criminal I'm not on probation or anything but still all of that was totally uncalled for and that fact they wouldn't talk to us themselves and just called rhe cops to ****** us out was totally ********** shop at Burlington all the time on greenback in ************** like its 1 of my favorite stores. Then to get kicked out of another Burlington because I was with someone they thought was someone else now that is wrong...

• Initial Complaint

  Date:11/25/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************** Burlington A employee stole my wallet while I was shopping. He took my money. Staff were rude and didnt seem concerned.

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On saturday october 29th i went shopping at the burlington store on ********* in *************** ******* I went to the store to buy some shirts, a belt, boxers, and socks, I spent less than ************************************************** she asked me if I had been in the store the other day, I was completely nervous of why she was approaching me, so I mumbled yeah, but again, I had only been in the store 15 mins, and I have only shopped at that store one prior time since moving to *************** ******* in 2021, she didn't even give me a chance to explain though when she yelled at me to leave and said she was banning me from the store , when I challenged her on why I was being kicked out for no reason, she made vague referencse to supposedly seeing me idoing something, I assume stealing, when I challenged her to check the cameras she refused, and she just kept saying she had the right to refuse service, not providing any proof of what I supposedly did wrong, I realize that retail companies have discretion to refuse service, but that doesn't mean they should have the right to randomly accuse someone of being a criminal in their store, all I was doing was ***************, I had two shirts in the basket when she approached me, I've had some terrible shopping experiences, but nothing this triggering, to be embarrassed like that is so beyond comprehension, I have always loved shopping at burlington, and I'm still shocked and shaken over this experience, I would like to speak to a regional manager about this experience asap,

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The store charged Me lay-away fees 3 three times 20% twenty percent ( total $13.41 ) plus $5.00 five dollars lay-away ( total $16.50 )I over paid $ ***** because I originally paid the deposit and then they charged Me 2 two more times and also the lay-away fees & Taxes Total over paid $ *****

  Business Response

  Date: 09/13/2022

  We called ******************* on 8/26, 8/29, and on 9/1 and left a voicemail each time. We also sent an email on 8/29 and there has been no response to either correspondence. We have made a good faith effort to contact him and address his concerns

  Customer Answer

  Date: 09/13/2022

  
  Complaint: 17697112
  
  I am rejecting this response because:
  
  
  

  I had telephone errors and would like to contact them this week for sure about the over-charging on the lay-away fees and percentages

  
  Regards,
  
  ***************

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in a layaway on the 14th of june. The store had closed off the front registers and there were only two cashiers in the back. The cashier printed out three receipts once she rang up my layaway purchase. She did not give me any receipt she had me sign the receipt acknowledging that I put the layaway on layaway. That was it. I used the keypad to make my purchase not sign any terms and conditions only to make my purchase using my debit card. Two days later I wanted to cancel my layaway but the phone number is incorrect online. So I went to the store yesterday July 24th to speak with the manager but that was no manager available. I went in today only to be greeted by a dry I don't care *******. ******* informed me that I would have to receive my money back on a gift card if I canceled my layaway. I told ******* that no one made me aware that I had to do this because in the past I never did. I spoke with a so-called manager on the phone who said the same thing it doesn't matter if no one informed me that I have to get my money back on the gift card that's just their policy. Well how am I supposed to know if you don't inform me of this before I spend my money not after. The customer service supervisor tried to bully me into receiving a $15 gift card if I don't do a better Business bureau report. She also lied and told me that it is posted in the store on every red sign I will be attaching the red sign that's posted in the store. She also lied and told me that I signed for the terms and conditions on the keypad for my layaway that's a lie I only sign for my debit card. I shouldnt be forced to spend my money back in the store when the cashiers are not giving the correct information. It is not posted anywhere in the store that if you cancel a layaway you have to pay $5 plus a $10 cancellation fee and it is taxed!! Why are you texting my money that I'm getting a refund on but you don't tell me this before the purchase. Give me my money back!