ComplaintsforThe Vermont Country Store, Inc.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order with the store on February 8,2024. Called on February 28,2024 to find out when I would get my order. No response from customer service. Called the ********************** on March 8, 2024 said they would get back to me with a delivery. Then I called on March 12, ************************************************************ I then called the Better Business Bureau to file a complaint. I want Vermont Country store to credit my charge card account.i do not want to have this order anymore with them.

  Customer response

  03/23/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased kitchen curtains which were not what they appeared to be on the website and returned them right away with a shipping label that was provided to me I sent them back December 19 and by the first week of January the money had still not been returned to my bank account - I used my debit card to purchase I called customer service and finally spoke to a manager last week who stated he processed my return and I should see the money back in my account in a couple of days It had not gone back in as of yesterday so I called again and spoke with someone else who told me it was a lot of money and still pending approval I am on disability so I stated that and they have about half of what I make in a month and I still need to buy curtains to cover the windows that will need to be sealed with plastic to keep cold air out and I am not able to do that until I get my money back They stated it looked as if I were waiting on a physical check!NOOOOOO I paid by credit / debit card and the manager I spoke with confirmed the card ending in **** would be credited I want my money back RIGHT NOW An I told them yesterday they have lost a customer and I would be filing a ******************** complaint if the money didnt show in my account this am It should never take a month to get your money back - or even 2-3 weeks!Nobody does things by check any more and even if they used the Pony Express to deliver my return they still would have had it back in 2-3 days Inexcusable!Money Back Now!

  

  Business response

  01/17/2024

  Dear ***************, 

  Thank you for contacting The Vermont Country Store. We are sorry to hear the curtains were not as you had hoped. 

  We apologize for the delay in processing your return. This is our busy time of year and things can take longer than normal due to holiday returns. We did issue a refund of $530.40 to your credit card on 1/16/24. This will show as a credit on your credit card. 

  Please let us know if you have any further questions. 

  Sincerely, 

  ***************************

  Customer Service Supervisor 

   

• Initial Complaint

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a light denim and dark denim dress. They were both too small for my wife. Returned them to get a larger size. They received the returned items and now cant get the replacement dresses. Why would it take months with no response. When we call they dont seem to know how to find any information and do not follow up with any emails or calls. When you call they never answer any hour of the day.

  

  Business response

  01/03/2024

  Dear *************, 

  Thank you for contacting The Vermont Country Store. 

  We are so sorry to hear your items were not as you had hoped. Our records indicate that you purchased item # *****, our Denim Pintuck Jumper in size XLP in both light and dark denim. These items were returned and exchanged for the same item in size 2X on Dec 15th 2023. We apologize that you had such trouble reaching us. We had a much higher call volume this holiday season than we had anticipated. 

  Please let us know if we can be of any further assistance. 

   

  Sincerely, 

  ***************************

  Customer Service Supervisor

• Initial Complaint

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  October, 23, 2023 this company is a fraud!!. I have cancelled this order out 3 times and to no avail. My instinct told me that there was a problem with this company and no cooperation. The item I had ordered was never planning on being delivered. They are bad!

  Customer response

  11/05/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  10/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I tried to order some tablecloths from the website. It had trouble with my different billing and shipping address. I then tried to order it through the 800 number. I am not sure if it was the representative or the computer, but there were so many mistakes that I said I wanted to cancel the order. I was put on hold and after a prolonged period of time, I hung up.I WANT MY ORDER CANCELLED. Reverence number: D 136 843 917

  

  Business response

  10/23/2023

  Dear ********************, 

  Thank you for contacting us. 

  We are very sorry to hear that you were not happy with the service you received. We were able to cancel this order for the Mountain Weave Tablecloth. No charges were made to your credit card; therefore, no refund will be created. 

  Please contact us again in the future if you would like to place another order. 

  Sincerely, 

  ******* W 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Vermont Country Store had a new software installed to handle purchases. This new software had a "glitch" on my refund for $136.55 for order number ********. They received the merchandise back on June 27th. The store finance department has acknowledged I am owed the refund. I talked with a supervisor named **** on July 27th and she said they are working on it. I talked with a rep named ***** on 8/22 who ask me for my credit card information to place the refund on it. As of today, no refund. I called on 9/6 and they again stated the finance department was working on it. In my opinion the store can work on their new software bugs but don't hold back on getting my money back.

  

  Business response

  12/13/2023

  Dear *********************, 

  Thank you for contacting us regarding your Return to The Vermont Country Store. 

  We are very sorry this matter took so long to resolve. We appreciate your patience. Our records indicate this matter was resolved on 9/22/23. 

  Please us know if we can be of any further assistance.

  Sincerely, 

  ****************

  Customer Service Supervisor 

  Customer response

  12/13/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 30, 2022, my granddaughter purchased an ********************* Nightgown from Vermont Country Store, $79 (Approx), medium size, 100% Cotton. The catalog states these nightgown are 100% Cotton but some say Cotton Lawn (don't know what that is. I want to return this nightgown (never worn) and get the $79 back for my granddaughter. I've tried to work with the customer service department but they have blocked my email. I was going to reach out to the Owner ************** ***** and Mr. **************** CEO, but I've spent too much time on this and truly need a quick resolution. Thank you for your help. *************************

  

  Business response

  08/17/2023

  Dear *****************, 

  Thank you for contacting us about your nightgown. 

  We have just one order from you which was done on June 21, 2022, for a night gown. The cost of the item was $34.99, it was originally $79.99. When you contacted us in late June 2022, you said you were unhappy with the quality of the gown and wanted a refund. You had stated you felt the gown was see through. You paid $34.99 and you wanted a refund of $17.49 without returning the gown. The representative gave you a $5 refund, as you were not going to return the gown. When you did return the gown in July 2022, you were issued a refund of $32.72 which would cover the full cost of the gown and the tax, when added to the $5 you had already been refunded. 

  We feel we have addressed this issue and given you a full refund of this order. This was order #********. Please feel free to contact us if you have further questions or concerns. 

  Sincerely. 

  ***************************

  Customer Service Supervisor 

  Customer response

  08/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *************************

   

   

• Initial Complaint

  07/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Reference Order No. ********. Date of Order: 07/08/2023. This order was for two (2) bottles of Clubman after-shave (Original and Reserve), both of which were shown in-stock on the Company's /Website. I received only the Original on 07/14/2023, and the accompanying paperwork did not even show my order for the Reserve. I called their ***************** and after being on hold for a VERY long time, was informed (without any apology) by an apparently bored and uncaring woman that the Reserve was on back-order and that I should receive it by, "the end of the month." Note that I received NO communication of any sort from the Company regarding this back-order.In frustration, I sent a complaint via e-mail to the ************************************* on 07/16/2023. I received a response, dated 07/21/2023, from ******************** that stated, in part, "Please accept our sincere apologies for the inconvenience you experienced. We're very sorry that our Representative was less than helpful - we are looking into this to prevent this from happening again to you, or to any other Valued Customer. I do, however, have good news! Your Reserve Clubman Aftershave is now in stock, and we are working on getting it out to you early this next week. For the inconvenience we are upgrading the shipping to ****************** (the fastest we can send the Aftershave). We'll be happy to keep you updated by email with the shipment and tracking information just as soon as it ships to you."As of today (07/29/2023) I have still not received my Reserve after-shave, nor have I received ANY further communication whatsoever from the Company. I am done with The Vermont Country Store, and want a prompt refund for the Reserve after-shave I have not received.. I was originally charged $15.90 for the two bottles of after-shave, $6.95 for "Shipping and Processing," and $1.60 tax, for a total of $24.45, Accordingly, my total refund should be $12.23 ($7.95 + **** + ****).

  

  Business response

  07/31/2023

  Dear *****************, 

  Thank you for taking the time to contact us. 

  We apologize that the stock status for your Clubman Aftershave was not accurate when you placed your order on our website. We were made aware of the issue and have since updated our site to correct the problem. Since we do not charge for items until they ship, you had never been charged for the 2nd bottle of Aftershave you did not receive. You were charged $15.94 which is $7.95 for the item, $6.95 for the shipping and processing and $1.04 for the tax. Therefore, no refund is due. 

  Please accept my sincere apologizes for the trouble this has caused you. We value our customers and never want them to have a negative experience with us. If you have any further questions or concerns, please don't hesitate to reach out to us. 

  Sincerely, 

  ******* F 

  Customer Service Supervisor. 

  Customer response

  07/31/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Please instruct the business to CANCEL my order for the after-shave that did not ship, as I will purchase it from another on-line merchant who actually has the product in-stock, and for less money, too.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a teak bath stool on 7/09/23 that was supposed to be in stock. On follow up I have not received my order and it shows open order. So that is the first problem, secondly I have spent over an hour on hold trying to speak to customer service which is open limited hours, and no live person as promised comes on line. They do not have an other vehicle to resolve questions.

  

  Business response

  07/25/2023

  Dear Mr. ******************** you for giving us the opportunity to address your concerns.
  
  Our sincerest apologies for the order status confusion you have encountered, and the delay in receiving the teak bench you have ordered.  We strive to provide the best customer service possible and feel very badly when we dont meet that high ***** We have recently done a system conversion, which has unfortunately caused some incorrect stock statuses to appear on our website. We have found the issue causing these incorrect statuses and have corrected them.
  
  Unfortunately, the teak stool you have ordered is currently out of stock and wont be available for us to ship until the end of September.We completely understand if this is too long a wait and will happily cancel your order if you would prefer. Please call us at ************** between 8:00 AM and 8:00 PM Eastern time to discuss this further.  You may also contact us via our live chat feature on our website or by emailing us at ****************************************** if this would be more convenient for you.
  
  Sincerely,

  ******* F 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reference order #******** & #********, Modern ************* Valance (2) that were returned on June 29, 2023. The refund is for $174.28. Since June 29, 2023, there have been several emails back and forth regarding this refund. I have had emails from ***** B and others, but no refund. I've just had enough trying to deal with them. I'm hoping you will have better luck. Thank you.

  

  Business response

  07/21/2023

  Dear *******************, 

  Thank you so much for contacting us about your recent order. 

  We want to take a moment to sincerely apologize for the issues this order has caused you. We are in the process of upgrading our system and have had a few bumps along the way. I have confirmed with our ****************** that a refund check was created for you on July 7th for $272.28. This check would have been mailed 1-3 days after that. You should expect the check in the mail any day now. If you still do not have the check by July 28th, please reply to this complaint and we can do any further investigating if that is needed at that time. 

  Again, please accept our apologizes. We never want our customers to have to have such a difficult time with a transaction with us. 

  Sincerely, 

  ******* F 

  Customer response

  07/21/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

*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. ↩