Complaints
This profile includes complaints for The Vermont Country Store, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 29 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/28/2025
Type: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.
I received a The Vermont Country Store cardigan (******* brand) from a kind neighbor as a gift. He was very proud of the purchase, which was expensive as it cost upwards of $150. For this reason I did not want to embarrass him when I discovered that the cardigan could not be worn for a number of reasons as you will see in the enclosed photo. So I am asking the company to just replace the sweater with one that functions. The one I have is unwearable being that:?The right side of the cardigan is 2 longer than the left and it does not button. ?Only one button at the top works being that the other button holes (tiny little holes demonstrated with the green pin heads) do not align with the buttons. They are scattered all over the garment. ?Even if they were aligned, the sweater could not be buttoned being that the button holes are about a 1/4 while the buttons are more than 1 in diameter and in a large rounded dome shaped. There is no way a button that large can fit through a tiny little hole.?Also, the pockets on each side of the garment are uneven. The left pocket is almost 2 higher than the other....... I am going to be over ***** characters, however the full description is in the attached file and the photos. That said, I am filing this complaint being that I want the Vermont Country Store to simply exchange this damaged, unwearable sweater for one that is not 2" longer on the right side, one with pockets that are the same height, and for one with button holes and buttons that line up and work.... so that the cardigan sweater can actually be buttoned.
Business Response
Date: 03/31/2025
Dear *** ******,
Thank you for contacting The Vermont Country Store.
We are very sorry to hear about the quality of the Merino Wool Sweater you received. We would be happy to send you a replacement sweater, but we will need a bit more information from you before we can process a return. You can mail the sweater to:
UPS or FEDEX
The Vermont Country Store
Attention: Returns Dept.
***************************************************************************************************
U.S. POSTAL SERVICE
The Vermont Country Store
Attention: Returns Dept.
P.O. Box 6994
*******, VT 05702-6994We will need the following information included with your sweater. The last name and zip code of the purchaser, so that we can verify the sweater was bought from us. Once the purchase has been verified, we can process the return. Please also include your contact Information and the color and size you wish to exchange this for.
Please feel free to contact us directly at **************.
Sincerely,
******* ******
Customer Answer
Date: 04/01/2025
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.
I just got a call from Vermont Company Store's customer service manager, *******, who tells me she cannot be of help, even though she agrees that the garment was poorly made and should not have been sold to a customer. When asked, she also stated that the sweater was not their brand, which means, due to it's horrific qualify, it could very easily be returned and charged back to the manufacturer and the Vermont Company Store would receive a refund.
I did again explain that the sweater was a gift from an elderly neighbor, who told me it was a purchase from the Vermont Country Store. I do not know if it was purchased in the store or online, and I do not know who actually made the transaction, and if it was cash or credit. However, ******* wants me to track down the names and zip codes of anyone who may have made the purchase. I have no idea who that might be, or what zip code they may live in.
I just don't think she read my complaint because I was very clear that any gift giver, especially an individual who was so proud of their pur****** would be humiliated to learn that their gift was unwearable being that one side of the sweater was 2" longer than the other. And the cardigan cannot be buttoned due to unaligned button holes so small that any sized button could not pass through them. This is a garment Goodwill would refuse.
No idea why ******* does not want to return this poorly made garment to the manufacturer, its a common practice. But to instead send me out on this insane wild goose ****** hunting down the names and zip codes of those who may or may not purchased my gift....unbelievable.
******* ******Business Response
Date: 04/04/2025
Dear Ms. *******
I apologize that our initial telephone call did not resolve this issue. We will and want to assist you in Returning/Exchanging this sweater.
As I shared with you on the telephone, we require Proof or Purchase on any item we do a return or exchange on. I know you are concerned with giving us your neighbors last name and zip code. I can assure you, your neighbor, or any gift giver, would not be contacted about this matter. We simply need their information to find the account which would give us Proof or Purchase, without this, we cannot proceed with a Return/Exchange.
We stand behind the items we sell and want to make this right for you. You can follow the instructions I provided in my first response to mail the item back to us with the information we need. Please feel free to contact me directly at **************.
Sincerely,
******* ******Customer Answer
Date: 04/07/2025
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
Date:03/09/2025
Type: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.
Ordered curtains last year (2024). MONTHS AGO. After about 2 months I started requesting delivery updates. Was told in January that it would be February. Now Im being told the end of March. Its been 5 months or more now and Im tired to waiting and being lied to. I want the order cancelled and a full refund ASAP.Business Response
Date: 03/10/2025
Dear Ms ****** *****,
We are sorry we were not able to get your desired items shipped to you quicker.
We have cancelled this order. Since we do not charge our customers until their items ship, no refund will be due.
Please let us know if we can be of any further assistance to you.
Sincerely,
******* W
Customer Service Supervisor
Customer Answer
Date: 03/11/2025
If my order was canceled, then why did I receive a return order in the mail today? I have no way of returning any item which may be erroneously shipped without a significant drive round trip to the *** drop off.
I advised Vermont Country Store via email weeks ago that if I hadnt received shipping confirmation by the 7th of March, that I wanted the order cancelled and that I would follow up with the BBB if I didnt receive the confirmation. I did not receive confirmation, so I filed the complaint.
*** will have to pick anything shipped, here at my house.
Regards,*****
Business Response
Date: 03/12/2025
Dear Ms ****** *****,
We are very sorry for any confusion we may have caused. Please view the outline below for a full recap of what has taken place.You placed order # ******** online on 11/12/24 for 5 Medallion Medley Curtains in Navy.
You placed a 2nd order # ******** online on 11/22/24 for 5 Medallion Medley Curtains in Navy.
From 11/23/24 to 3/7/25 you were in contact with us about when these items would ship.
On 3/4/25 you let us know to cancel the duplicate order #********.
The Vendor accepted the cancellation on 3/5/25 for order # ********.
You let us know that if order # ******** did not ship by 3/7/25 you wanted to cancel that order as well.
We mailed you a Return Label on 3/7/25 (which you are referring to as a Return Order). This label was mailed as a precaution in case the vendor had already shipped your order #********. This Return Label could be used IF you received the items in error.
On 3/10/25 we requested that order # ******** be cancelled.
The Vendor accepted the cancellation on 3/10/25 for order # ********.
On 3/10/25 we emailed you to let you know that both orders have now been cancelled. In this email you were also notified that no refund was due. The Vermont Country Store does not charge our customers until the items ship. Since nothing was shipped, no refund would be due.
We have reached out to our vendor to verify the cancellation of order # ******** and no items shipped, therefore you can simply throw away the unneeded Return label.
The Vermont Country Store believes this matter is now closed as all orders have been cancelled and no monies have been exchanged. Please let us know if we can be of any further assistance.
Sincerely,
******* W
Customer Service SupervisorCustomer Answer
Date: 03/13/2025
[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 appreciate the BBBs assistance and it is unfortunate you had to get involved. The lack of accurate and truthful information from Vermont Country Store over the course of many months left me no option. I do not think they would have worked to resolve my issue otherwise.
Thank You
***** *****-*****Initial Complaint
Date:01/23/2025
Type: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.
Ordered two never-flatten cushions from the Vermont country store. They are on two different orders: 1.). Order ******** on 2/1/2023 Wedgewood blue white mountain weave jumbo pad. Paid $74.95. 2.). Order ******** on 12/19/2022 Butternut/************** weave jumbo pad. Paid $99.95. My never flatten cushions have indeed flattened. I called the company on 1/23/2025 @1130. ***** to customer service. **************** informed me that the Never Flatten cushions are only guaranteed not to flatten for just one year. In the Early/winter 2025 catalogue the company just put out they advertise these cushions as Guaranteed never to flatten. There is no fine print that says 1 year only. This seems to be a misinterpretation of the word Never. If one advertises Guaranteed that to me seems a warranty is implied.Customer Answer
Date: 02/02/2025
I have not heard from the business in response to my complaint.Business Response
Date: 02/04/2025
Dear ** *******,
Thank you for taking the time to contact us regarding your Never Flatten Chair Pads.
We appreciate our customers and apologize that this was not handling swiftly and correctly when you first contacted us. We have looked at both of these orders and have gone ahead with issuing a refund of $191.95 for the 2 chair pads. I sincerely apologize that you were told you could not return or get a refund for these items. You were given incorrect information. We will be coaching this representative so that this doesn't happen to anyone else in the future. Your refund will be mailed out in the upcoming days in the form of a Refund Check.
Please don't hesitate to reach out again if you have any further questions or concerns. Thank you again for bringing this issue to our attention.
Sincerely,
******* ******
Customer Service Supervisor
Customer Answer
Date: 02/04/2025
[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
Date:01/15/2025
Type: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 have tried to get in touch with them repeatedly using the contact info they provide but have not had a reply. The product they sold me is defective. It is not right for me to have to pay $8 to return it.Business Response
Date: 01/16/2025
Dear *** ********,
Thank you for contacting us regarding your most recent order.
We are sorry to hear that the item you ordered is not as you had hoped. We do see that you emailed us on 1/14/25 regarding this issue. Our apologizes that you have not had a reply to your email yet. Our customer service team is working as quickly as they can during this busy time to reply to all of our customers. You are welcome to return this item for a refund. We had made a note in your account to waive the return shipping cost if you use our prepaid label.
Please let us know if we can be of further assistance.
Sincerely,
******* W
Customer Answer
Date: 01/22/2025
[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. Another email was sent by me to them, and then they replied. I 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
Date:12/24/2024
Type: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.
I have ordered so many items from this company! I have emailed them 3 times without any response! I want to return an item but they ignore all of my request!Business Response
Date: 12/27/2024
Dear ** ******,
We are very sorry we were not able to reply to your emails as quickly as you had hoped.
Thank you for your recent order. Im sorry to hear you need to make a return. If you have the original packing slip, please fill out the form on the back side and include it in the package. A return label can be printed by visiting the Returns & Exchanges page on our website at ******************************************************************** . The label is for use with ****** The label cost is $7.95 The cost will be deducted from the refund/exchange amount. We encourage you to take note of the return tracking number from the label as we do not keep a record of them in our system and we're sorry about that. If you use the return label, it needs to be dropped off at a ***** location. You do not need to use our return label and instead can pay for the return shipping up front at your carrier of choice, our return addresses are listed below. If you do not have the original packing slip, please include a note in the package with your return and include the following information: 1. Your name and billing address. 2. What item(s) you are returning. 3. Why you are returning the item(s). 4. Whether you want an exchange or credit. The address for returning item(s) by U.S. Mail is: The Vermont Country Store ATTN: ****************** ****************************** The address for returning item(s)by ***** or *** is: The Vermont Country Store ATTN: ****************** ***********************************************
Please let us know if we can be of further assistance.
Sincerely,
******* *********************************** Supervisor
Initial Complaint
Date:11/14/2024
Type: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 an item back, and they said they issued a refund to my card on 11/6. I told them I didn't receive it. They told me they have record that they sent it. I checked with my bank (at which I work) and they said there was no refund issued to that card, AND no attempt has been made to issue a refund. When I told the live chat agent that, I "lost connection." I started another chat with a different employee, also lost connection. I called their **************** number 8 times, and it went to an automatic voicemail saying they're sorry they didn't answer. I just want my refund.Business Response
Date: 11/15/2024
Dear *** ********,
Thank you for contacting us about your missing refund. We are very sorry you had to take this extra step.
I worked with our ******************* and we were able to get your refund of $140.75 issued today, 11/15/24. You should see this in your account in the next 1-3 business days.
Please feel free to reach out again if you have any further concerns.
Sincerely,
******* W
Customer Answer
Date: 11/19/2024
[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 #********. The refund was issued and is in my account. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ********Initial Complaint
Date:09/23/2024
Type: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.
I placed an order on the 08/03/2024 in the amount of $58.56 for merchandise and I have not received it yet nor have I not received a refund.Business Response
Date: 09/27/2024
Dear ** *******,
Thank you for contacting us.
We apologize for any confusion. We were unable to locate any orders with your name, address or phone number when we searched in our system. The order # you reference in your complaint is not the format that our orders appear in either. Our orders are 8 digits with no letters and would most often begin with a 4. Perhaps you have us confused with another company.
Please reach back out if you have another order # we can research or if this order could be under another name/address.
Sincerely,
Allison
Initial Complaint
Date:09/23/2024
Type: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.
Items for order ******** were sent back via **** Contacted the store and was informed the items had been received. Never received a credit back for the returned items, instead they applied a credit to another order ******** that was placed on 02/26/2024 in the amount of $149.93. That amount was later paid in full. I never received a refund of the $179.99. Sent emails to customer service, never a reply back. Documentation has been included.Business Response
Date: 09/27/2024
Dear ** *******,
I have worked with our Financial Team to dig into this matter deeper. We do show that you were issued a refund of $149.99. This amount is for the 2 items your returned less the $9.95 charge for using our prepaid label and the $19.95 shipping charge. Those two things are not refunded when a return is processed. Therefore, we feel you have been refunded the total amount we owed you.
Please feel free to contact us if you have any further questions.
Sincerely,
******* W
Customer Answer
Date: 09/27/2024
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
Date:08/26/2024
Type: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 have purchased items from Vermont Country Store for many years. Sad to say, I will not buy from them again. **************** is not what it was like in the past. I purchased a shower curtain that was the wrong size (stall instead of tub). I returned it as directed by their return policy and was promptly refunded the amount to my credit card. I then purchased the correct size only to receive it and find the grommet holes were too small for my shower hooks. Again, I sent it back using the same method I did on the first one. According to the tracking information, it reached their ***************, ** location on August 6, 2024.I have reached out to customer non service three times about the refund. No one seems to know what to do. I get excuses such as: someone will check on this and get back to you no later than forty-eight hours did not happen; or, I will check with our return warehouse and get back to you NOT! Also, I was placed on hold by a person who again did not know what to do on hold for over five minutes listening to Ovaltine commercials. I finally hung up.I guess Ill find another source for my husbands chocolate covered cherries!Customer Answer
Date: 09/06/2024
[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
Date:07/27/2024
Type: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 purchased three runner rugs , all natural cotton , from vermont country store ******** for $108.73 They have been super nice due to my first order not arriving and the second order was missing one blue rug ( the yrefunded me for this)but the rugs have a foul musty odor.I reported this and they told me i could keep them and see if it goes away. IT didn't so i asked if i could wash, and still return if needed, and they said YES> I have this in emails.We washed and washed the foul musty moldy odor remains and I have an auto immune type disorder and can't handle the smell.I asked for a return label and they sent one and **** picked that one up about 3 weeks ago a week or so ago, they sent a *** label too and i don't know why When I asked, i didn't get a answer but they state they do not have the **** box.It was shipped i have no idea why they wouldn't have it but i just want a refund, please so i can move on with lifeBusiness Response
Date: 07/31/2024
Dear Ms *********************** you for contacting us about your most recent order. We are sorry these items were not to your liking.
We do see that you contacted us via email a few days on 7/29/24. At that time, our customer service representative processed a refund for the remaining two rugs. According to our records you were issued a refund in June for $36.24 for the 1st rug and then today, 7/31/24 a second refund check was generated for $72.49 for the 2nd and 3rd rugs. This check will be mailed out in the next 2-3 business days. This would be a combined total refund of $108.73.
Please let us know if we can be of any further assistance in this matter.
Sincerely,
***************************
Customer Service Supervisor
Customer Answer
Date: 07/31/2024
[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,
**** ****
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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.