ComplaintsforFarmhouse Store Co LLC
Online Retailer
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with the ** on June 13. Order was to arrive in *************************** at *********************************** I did get a response and said it would ship out by the end of the week. This was last week. I got a notification the my order was expected to arrive July 2, 2024. No package. I have tried to **ntact the ** and the email **mes back as undeliverable. I've gotten multiple tracking numbers and neither one work.Business response
07/04/2024
The below information was also emailed to the customer today when she emailed, she did not respond. Screenshots have also been attached of the conversation initiated by the customer on June 25th. And her email that we again responded to today. Feel free to reach out to us for any further assistance or information. Happy 4th of July!!!!Our response to the customer and to the ********************** complaint is as follows
You emailed on June 25th and were informed of our approximated processing times and clearly listed procedures. You were also told that you would receive your automated tracking email later that week when it entered the aforementioned packaging process.Your automated tracking email was sent on June 27th, the 9th business day of processing, as it entered the packaging process. Our processing times are listed in business days not calendar days. It is mentioned several times on our website. boldly in the items description and again shipping information section.In your first email on the 25th to customer service, you stated that you thought it said in 4 to 7 days(which isn't listed anywhere on our site)Afterwards, in reply, we reiterated our processing times and procedures that are clearly listed on our website. You received your tracking information 2 days later per our standard operating procedures. We typically ship once a week, this is also listed on our website.Your order is slotted to depart on the next available weekly loadout after it was released from our shipping department. Which is the first week of July on Friday the 5th. You have also been informed that there will be an overflow loadout on Monday the 8th for orders that do not fit on the carrier's truck on Friday's loadout.Your order has been processed in accordance with our clearly listed processing times and procedures. You have also been updated promptly and professionally including when you emailed today on the 4th of July, while our facility is closed for the holiday and customer service works remotely to keep customers up to date if they happen to email.We do apologize if there was something overlooked, misunderstood or not detailed enough about our listed processing times and procedures. We try to list everything as clearly as possible on the website to prevent that. If you have any suggestions that might improve what's listed on our website or our services we'd love to hear them.We take great pride in crafting the products that we offer and greatly appreciate our customers. That's why there are so many customer submitted photos with their items on our website, and great reviews provided by them to the Better Business Bureau.Our shipping system isn't integrated with the shopify shop app, but directly with **** This is something else we list on our website in the shipping updates section. The shopify shop app can cause confusion in tracking and is an app offered by shopify separately to the consumer for marketing and data collection. Similar to ****** and *********** collection for marketing purposes.We're not a fan of big brother or data collection of any kind as it falls out of line with the Constitution. So we will never integrate our system with an app that does that. Hopefully you understand, given the nature of the products and services we offer to our customers.Hopefully this answers any questions you may have had and alleviated any concerns you have as well. If not, feel free to email as I'm available anytime. Happy Independence Day again to you and yours.Business response
07/12/2024
Good morning BBB,
Just following up here. Please see attached screenshots from the Carrier and delivery photo provided by the carrier. The carrier has confirmed product delivery took place earlier this week and took a photo of the merchandise deliveredat their residence. My first response to this complaint stated it would be shipped & delivered per our processing & shipping procedures. We have not heard from the customer via email or on this platform since her initial complaint was submitted. Please close this complaint as resolved at your earliest convenience, God Bless!
Initial Complaint
11/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The order for an American Flag with gun concealment compartment was placed on 10/14/2023 for $294.97. The website shipping information says "once an order is placed on our website it can take APPROXIMATELY TEN business days to process and then ship out". I received an email on 10/26/2023 with the *** tracking number, and I received an email from Shopify telling me that **** had a scheduled delivery for my item on 11/1/2023 by 7:00pm. I did not receive any package on 11/1/2023, and I could not track the number provided in the *** or **** system, so I contacted their customer service email address. I was suspicious that this was a scam website, since they were providing false shipping information. When I contacted customer service, I got a long boiler plate email back the same day (you can see the response in the attached document), which stated that that if the truck was full, the next shipment would be on 11/3. I told them that I was being provided false information and it led me to believe their business was a scam. This must have really sent the customer service person and whoever was writing the emails to their PTSD place, because they sent me back 3 emails within 20 minutes asking me if I wanted to cancel my order with a 20% restocking fee, calling me names, and telling me how great their American made products are. Then, they cancelled my order telling me that it "sounds like your delicate little **** has been triggered." Finally, they responded again and told me that "We're going to send you your order free of charge since the full refund is already processing." So, I want the product I ordered and paid for. I never cancelled it, they did on their own and then told me they would ship the item for free. I have not received it as of 11/15/2023. I am filing this complaint to document the poor business practices, failure to fulfill my order and that this company seems to be a threat to the public.Business response
11/15/2023
Your shipment 1ZC1B491YW29452931
Estimated delivery Today, November 15 by 7:00 P.M.
Business response
11/15/2023
Please read how he was talking to customer service in the email thread he provided and you will see why we chose to cancel his order and issue a full refund. Which is all we are legally obligated to do. We decided to send him his order for free despite his behavior. So he's welcome!! He gets to treat people like trash and get a free product, Because he didn't like our listed processing times, and that during this time of year everyone(businesses & person shippers) are shipping more which means all shipments will not always fit on the residential truck they send to every business in the area on the same day. If someone is rude they will get rudeness right back. I'm not going to apologize for issuing a full refund and sending a free product. It's infuriating that people like this guy act in this manner.Customer response
11/15/2023
Here is the response from the owner of the company, after he received the BBB notice:
From: Customer Service <********************************************************>
Hey you whiny little s*** This is the Owner. I have responded to your BBB COMPLAINT ?????? YOU SHOULD HAVE CHECKED YOUR TRACKING NUMBER THAT WE HAVE SENT YOU BECAUSE ITS LITERALLY OUT FOR DELIVERY TODAY. PLEASE SEE ATTACHED. It departed our facility when we said it would after you were issued a full refund. I made sure to explain your **** poor behavior towards my customer service representatives in your previous emails and I sent the tracking information to them as well to prove you are wrong, a liar, and have **** poor character....and that we do 100% what we say. Enjoy your day ***** and ************ Bless!!Business response
11/15/2023
Please see attached screenshot this is the email we got from this guy after we responded to the complaint and emailed him to let him know his free item is out for delivery today. His response proves he just wants to smear a business and nothing more except wanting one of us to kill ourselves.....which seams extreme please remove this complaint as it is leading to harassment and threats from a previous customer who has been fully refunded and their item shipped free of charge. Shipping information has been sent to you in this complaint as well.Customer response
11/16/2023
Complaint: 20873460
I am rejecting this response because: the complaint is about the manner in which this company conducts business, which resulted in hostile threats and harassing emails from the owner. I paid for a product in full and simply asked for the company to verify the shipment, their customer service and owner went on a rant and cancelled my order with no sense of customer service whatsoever. This is a pathetic display from a company selling items that display and represent the American Flag. The public needs to know that this is what they can expect when dealing with Farmhouse Store LLC. The complaint should remain posted for everyone to see and allow them to make their own decision on whether they want to do business with a company that resorts to name calling, hatred and threats. BUYER BEWARE!!
*******************Customer response
11/16/2023
Please see attached....this is what we have been dealing with with Mr. **************************Business response
11/16/2023
We have attached documentation that is persons order was fully refunded due to his behavior towards customer service and his threats. A product was sent free of charge which was also delivered to his home yesterday we have also provided documentation from *** including a photo of it sitting on by his front door also provided by ***. We proudly stand by the way we delt with this individual as he is trash for talking to customer service In the initial manor that he did. We can cancel an order and fully refund the order at our discretion. We do not have to deal in business with people who are rude like this person was. His motives were made clear in his email responses I attached below. The fact that this is even an ongoing complaint on the bbb site shows how ***** this person is and the bbb as well. Enjoy your free product sir and learn to treat customer service representatives and people with more respect in general. We don't get paid to deal with your attitude. I don't care if this complaint doesn't get resolved as there is no resolution needed. God Bless!!!!!!Our loadouts are on preloaded rollaway skids so we never know exactly how many or which order will fit. But that's neither here nor there as I said it will ship on one of those loadouts. We hope you have a good day and treat others better then you treated my customer service representatives. God Bless.Show quoted textHey you whiny little s*** This is the Owner. I have responded to your BBB COMPLAINT ?????? YOU SHOULD HAVE CHECKED YOUR TRACKING NUMBER THAT WE HAVE SENT YOU BECAUSE ITS LITERALLY OUT FOR DELIVERY TODAY. PLEASE SEE ATTACHED. It departed our facility when we said it would after you were issued a full refund. I made sure to explain your **** poor behavior towards my customer service representatives in your previous emails and I sent the tracking information to them as well to prove you are wrong, a liar, and have **** poor character....and that we do 100% what we say. Enjoy your day ***** and ************ Bless!!Show quoted textI don't want your POS product, it will go on the burn pile. Why do you think I waited until today to file with the BBB? I just wanted to let everyone in this great Country know that you have issues, the way you respond to customers, and that they should not do business with a company that has zero customer service, no honor, and no class whatsoever. You're as dumb as a box of rocks, and you're the one that will get what you have coming. You probably call yourself a ********** yet, you hide behind using the Lord's name after telling someone to eat ****. You are a pathetic hypocrit, and a little minded boy that will go out of business soon and be another statistic that beats his family and puts a bullet in your own head because you can't deal with people holding you accountable. God has a special place for people like you, it's called ****....enjoy it when you get there. I will continue doing my part to make sure your classic written literature gets published on every social media site.Initial Complaint
08/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
In May 2022, I ordered an item in the amount of $275.00. After several weeks, I received a shipping notification that a label had been created. After about 2 weeks, I checked in via email to get a status update as my item had not yet shipped. I was sent a stock photo of a full loading dock, and assured my order would be picked up soon. The following week, I requested an update. I was told that the wrong order was loaded for me and a new shipping label needed to be created. After another week, I requested they either ship my item or refund my money. They did send me a refund, however after learning more about this company, they are formerly "***** ******* ****** *********." This same company was ordered to pay $1.2 Million in restitution for doing the exact same thing they did to me. This company does not/is not selling products, but they are taking your money and giving you excuses as to why you are not getting your purchased items. A scam 100%. My order number was **** and I have email communications to back up my claims.Business response
08/17/2022
** ****** placed his order Mid May for a small concealment flag as per our item description and per our shipping updates section processing can take up to 10 business days. *** ****** was sent his tracking information when his shipping labels were generated and we purchased them as is standard processing and also listed on our website. It is also clearly listed on our website that you will receive another automated email when it is picked up and scanned by the carrier. Upon final inspection of ** ******'s package staff became aware that larger more expensive rifle size concealment flag had been packaged which is not what ** ****** ordered and was a mistake that took place in our packaging process. ** ****** was made aware of the mistake and he didn't wish to wait for the correct item to be packaged and sent out the following week the correct item could not depart with that week's loadout as the smaller shipping boxes that product requires for packaging were on backorder and not due into our facility until the next week. Shipping supplies especially shipping boxes were a constant issue with keeping in stock since covid begain As also clearly listed on our website in the shipping updates section. *** ****** requested a full refund at the same time he was informed of the delay not weeks later and a full refund was issued in accordance with our policies. Since then, we have changed shipping supply providers which has alleviated major back order issues with shipping supplies. As far as ********** allegations of being ***** ******* ****** or scamming people those are obviously 100% false. I can see how if you were not kept informed or not received a refund or product upon request you might make such an assumption but he was kept informed and he was issued a full refund upon request as he didn't wish to wait. Now here we are 2.5 months later and he has filed a complaint because why exactly? He received a full refund upon request and he canceled his order..we conducted ourselves according to company policy as we do with any customer. If he is upset about a staff member having made a mistake while packaging and subsequent smaller shipping boxes being on backorder that was completely understandable and again he was issued a refund as he also stated in the above complaint. We cannot resove this complaint as there is nothing left to resove. ** ****** is a former customer who was dissatisfied and was fully reimbursed upon request. That's 100% our responsibility and we resolved this issue months ago with him along with our shipping supplies issue. Thank you for the opportunity to respond to a complaint I can resove no further. God Bless!
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.