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Business Profile

Online Retailer

Montana West, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Montana West, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Montana West, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 76 total complaints in the last 3 years.
    • 37 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      Type:Product Issues
      Status:
      Unanswered
      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 February 21 I purchased the mystery purse box for $20 online which came to $28.99 with shipping. I got it in the mail on March 4. It was not a purse as advertised on their website with up to a $90 value. It was a clutch wallet with no strap and a small circle to put on a very small wrist. I called and emailed them and they said they would try to either exchange or refund the item once it was sent back. They checked with the shipping people and they denied the request. For what reason Im not sure as this is not a purse as advertised. I seen lots of other complaints from other consumers lurred into the same scheme online and on ******** that have gotten similiar items that are not a purse. This is very heavily advertised as a mystery purse on social media and their website. *******************************.

    • Initial Complaint

      Date:03/07/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered a purse, was told repeatedly that it had shipped. It has never shipped and they will not refund my money.

    • Initial Complaint

      Date:01/30/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered a set and only received one item and should have been 3. Also had another duplicate order we tried to cancel with no success. Could not provide shipping details. Contacted twice, one wait time 40 min, next wait time 1 hour. Still no confirmation on cancelled order and shows its in transit after cancellation and still paid for.

    • Initial Complaint

      Date:01/25/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ordered this bag November 29th 2024. I paid for 8-10 day shipping ($15). The bag doesnt get shipped until 38 days, 3 emails, 3 dms, and a public comment later. Then I am told it was missed (things happen I dont mind) and I was told I would also receive the matching wallet to make it up. I was very happy with that. Then it takes an additional 18 days for it to arrive and when it does arrive, there is no wallet. When I inquire about it, my message is liked but not responded to. Even when the bag did ship, my tracking information never worked. I did some research and found that this is not the companies first offence like this. I really have tried to be reasonable but I do feel I am entitled to my shipping cost back, or the wallet I was told I would receive. I would prefer the wallet but would be happy with shipping cost refund. A perfect world would be both but I understand that is unrealistic.

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ordered a purse from this company on 12/2/24. Today is 1/24/25 I have not received my purse. I have contacted them 3 times via email. All 3 times they give me the run around. I want my purse. It was a Christmas gift. My daughter is still waiting on her gift.

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Identical to everyone else. Ordered Dec 11th. 3 items for my wife and daughter for Christmas. Only received 2 of the items 14 days later. Was on the phone on Dec 27th with customer service and was promised I would get the item I was missing and nothing. Horrible experience, huge wait time now to call.

    • Initial Complaint

      Date:01/23/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ordered a tote and wallet combo on January 1, 2025 totaling around $90. It said it was delivered on January 9, but the package only included the wallet. I have had numerous back-and-forth emails with the company asking me if I would like to try a different bag? Any bag that I have chosen to replace they say is not available in the color that I wanted in. I have been going back-and-forth with emails for two weeks with no resolution. I have asked for a refund at this point and Im awaiting response. The package shouldve never been mailed out without the purse with it and I got no correspondence saying that the item was not available when I ordered it.

    • Initial Complaint

      Date:01/17/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 am writing to file a formal complaint against Montana West ***** which has failed to fulfill my recent orders.On December 14, 2024, I placed two orders from their website, *******************************, totaling $164.64 and $243.86, but did not receive any order confirmation. Despite the payments being processed and deducted from my bank account, I had no way of tracking the orders or verifying the status.Over the next several days, I reached out to Montana West through multiple channels:I first contacted ********************************************************************** on December 14, 2024, requesting an order confirmation, combining my orders, and expediting them to ensure timely delivery before Christmas. I have not received a response.On December 17, 2024, I followed up, providing my email and order details. However, despite never having received an order number, I was asked to confirm it.On December 19, 2024, I was asked to confirm my website and email addressagain, seemingly oblivious to the fact that I had already provided this information and had not been issued any confirmation.After no progress, on December 21, 2024, I was advised to dispute the charges with my bank rather than receive assistance in locating my order or resolving the issue directly.I am now seeking the following actions from Montana West:Immediate refund for the amounts of $164.64 and $243.86, as the products were never delivered and the customer service response was inadequate.A review and improvement of their customer service processesparticularly their order confirmation and response times to customer inquiries.I kindly request your assistance in ensuring that Montana West takes the necessary actions to resolve this matter and that their business practices are appropriately addressed to prevent future issues for customers.Thank you for your attention to this complaint. I look forward to your assistance and a prompt resolution to this issue.Sincerely,****** *******

    • Initial Complaint

      Date:01/12/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an order on 12/26 for a handbag that cost $80.98. I quickly received an email that said my order shipped, but when I click to track the package it says that *** still hasnt received my package. On December 6, I had tried to contact the company in several different ways but heard no response. Finally I received a response back late December 7th per email advising me to wait three more days and if tracking didnt update they would resend the package. December 9th I received an email saying my tracking was updated, but when I click on the tracking number it still says *** has not received my package. I feel like I am getting the run around and after several weeks I feel the company should be able to provide me with when and where my package is at. At this point I have no confidence I will even receive the package.

    • Initial Complaint

      Date:01/10/2025

      Type:Product Issues
      Status:
      Unanswered
      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 November 16, 2024, I made a significant purchase from this business, ordering multiple purses for a total of $287.98. As part of this purchase, I also paid a $2.98 fee to ensure I could return the items if I was not satisfied.The items arrived in multiple deliveries, but I was dissatisfied with the quality. Additionally, one item valued at $42 was missing from the order. I attempted to initiate a return online but discovered there was no option to do so on the companys website. I then tried calling multiple times without success. In December, before Christmas, I contacted the company via email. They did not respond until December 23, at which point they informed me they were experiencing issues with their ERP system and acknowledged the missing item. I have attached the email correspondence for reference.I followed up asking for clarification, but they have not responded.These items have been sitting in my home for an extended period, taking up unnecessary space. This experience has been frustrating and is not reflective of how a business should treat its customers. I simply want to return everything and receive a full refund.Thank you for help on this matter.

    Montana West, Inc. is NOT a BBB Accredited Business.

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