ComplaintsforThe Vermont Country Store, Inc.

• 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,
  
  *****************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 14th, 2023, I did a web search for "rocking chairs", and The Vermont Country Store came up as a suggestion. I opened their web site, and did a search for "rocking chairs". I'll include a print screen, showing that rocking chairs come ** in the photos. I picked one, and placed an order, for $151.10, including shipping. I expected a rocking chair. When the shipment arrived, there was only a rocking chair pad, no rocking chair. I called The Vermont Country Store to straighten out the order. Instead of seeking to resolve the issue, they insisted that only a pad had been ordered. They made no effort to resolve the issue. This upset me, and they hung up on me. They will probably point out that the web site captions the photos as "Rocker Chair Cushion Set". My eyesight is not good, and as I pointed out, the photos show a rocking chair *with* a cushion. The zero-tolerance towards customer complaints leaves me no alternative than to report the incident to the BBB.

  

  Business response

  07/06/2023

  Dear ***************, 

  Thank you for contacting us about your recent order. 

  We are sorry that you were expecting a rocking chair but received the rocking chair pads instead. As you mentioned, this order was placed on our website and the description of the item you purchased was called: Never Flatten Mountain Weave Rocker Chair Cushion Set, In 2 Sizes. You may return this item to us for a refund. I have printed out a prepaid return label which will be mailed to the address you provided. We have waived the return shipping label fee. You simply need to put the chair pads back in the box or bag they came in a use our label. As soon as we receive the chair pads back the refund will be issued. 

  We apologize that you were not sent the item you were hoping for. Please don't hesitate to contact us if we can be of further assistance. 

  Sincerely, 

  ******* F

  Customer Service Supervisor 

  Customer response

  07/19/2023

  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. 

  The issue has not been  resolved. I am still short $151.10 for the purchase, plus $19.32 return shipping. The package was returned via *** on 7/5/2023, at my expense because the Vermont Country Store had hung up on me without resolving the issue. The package arrived at the Vermont Country Store on 7/7/2023 at 9:56 AM (*** tracking number 1ZR6V8030310551618). As of this morning. 7/18/2023 at 10:30 AN, the money has not been refunded. I want this complaint reopened, and it should remain open until I actually have the money back in my account.
  
  I would also point out again that the advertisement is misleading, depicting a rocking chair with the pads, labeled as a "set". The price was as much as their competitors charge for a chair and pads. They should either remove the chairs from the advertisements, or explicitly clarify the offer with "Chair not included". To refuse to do so would reveal that their intention is to deceive.
  
  *************************** 

  

  Business response

  07/20/2023

  Dear ***************, 

  We apologize that you did not receive the full refund you had expected when we received your rocking chair pads back. Our records indicate that the $127.15 you were given covered the cost of the item and any sales tax. We have gone ahead and created a second refund for you. This will be in the amount of $43.27 which will cover your return shipping cost to us and the original shipping charges you paid for the item. This second refund will be mailed to you as a refund check. 

  I have shared your concerns with the way we show our Never-Flatten Mountain Weave Rocker Chair Cushion Set, In 2 sizes. We have added Chair Not Included to the copy on our website. 

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

  Sincerely, 

  ******* F

  Customer Service Supervisor 

  Customer response

  07/24/2023

  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. 

  I appreciate the refund offered, but am concerned that the check be mailed to my mailing address:

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

  PO Box 242

  Dexter ********, 48130
  
  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

  07/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company refused refund despite receiving returned product over three weeks ago. Chase Bank fraud department is in full agreement and refunded the money, based on fraud predating upon an individual with diminished mental actuality (acknowledged by *********** with the full knowledge of Vermont Country Store. Substantiated with many correspondence with said store.

  

  Business response

  07/03/2023

  Dear ***********,

  Thank you for contacting us about your most recent order for ****** Lyme Cologne. 

  We apologize that we were unable to stop this order before it shipped out. Although we have not yet received the product back, we trust our customers and know we should be receiving it soon. We have gone ahead and issued a full refund of $64.07 which includes the cost of the item, the shipping and processing as well as any applicable state sales tax. This refund will be issued in the form of a refund check made payable to you at this address. You should be receiving an email confirmation from us shortly that will also confirm this refund is on its way. 

  Please do not hesitate to reply if you have any further questions. 

  Sincerely, 

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

  Customer Service Supervisor

  Customer response

  07/04/2023

  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. 

  REJECTION COMMENTS:

  The product was received by the business and receipt of product was acknowledged by Vermont Country Store. In fact, it's receipt by the business was acknowledged at least four times before going to Chase for fraud. There is tracking on the shipment (tracking #**************************) which was received on June 14th by Vermont Country Store, so it's undeniable ************* did get the product back. The original cancellation request was made within 24 hours of the order and it was refused. The item was then shipped two days later. Thus the statement that it was not received is a falsehood. Due to their refusal to issue the refund after acknowledgment of receipt of the product we were forced to go to the bank to file a claim for fraud. 

  We do not need/want their check because we have been issued a refund already by the credit card company.

  [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

  06/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order number cannot be located by the business system, making it impossible to initiate an exchange.

  

  Business response

  06/15/2023

  Dear ***********, 

  Thank you for contacting us. 

  We apologize that you were unable to get the Return Label you needed to initiate your Exchange. We are doing a system upgrade this week which has affected a few of the services our customers can use on our website. I have gone ahead and emailed you a return label to the provided email: ************* The tracking # for this return label is: 92023909899827543475106828.  Please include a note in your package to let us know the order #, a contact # and the item you would like to exchange. Be sure to include all color, size or flavor selections. 

  Please feel free to contact us if you need further assistance. We can be reached via Live Chat on our website. By email ******************************************* Or by Phone at **************.

  Sincerely, 

  ******* F 

  Customer response

  06/16/2023

  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. 

  The business claims to have sent an email with a return label but no email was received 

  

  Business response

  06/20/2023

  Dear ************, 

  
  I am very sorry to hear you did not receive a Return Label from ** last week. I have gone ahead and processed a 2nd label for you. This was sent to your email address of: ************** Am also, personally, mailing a return label to your ****** ** address that we have on file. Please include a note in your package to let ** know the order #, a contact # and the item you would like to exchange. Be sure to include all color, size or flavor selections. 

  
  Please feel free to contact us if you need further assistance. We can be reached via Live Chat on our website. By email ******************************************* Or by Phone at **************.

  
  Sincerely, 
  ******* F 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a robe on clearance from the Vermont country store catalog. Paid $34.00 on my credit card.The robe was too big so I sent it back with their return label and asked for a smaller size.I then got an email saying that they were no longer in stock. I would get my money back.When the check came it was for $18.63. I questioned them on where was the remaining $15.00 and was told it went for the shipping. I feel cheated. I paid $34.00 in good faith from a company that advertised 100% satisfaction. Im out $15.00 and have no product at all.When I wrote a complaint letter the answer was there is a risk when catalog shopping I literally paid money just for trying to make a purchase.Can you help and clear this reasoning up for me. Why would I ever want to shop there again?*****************************

  

  Business response

  03/21/2023

  Dear *************,

  We apologize that we were not able to provide you with a robe that was in your size for your exchange order. 

  Your original order total was $33.53. This was $24.99 for the robe and $6.95 for the shipping. You were then charged $7.95 for using our prepaid shipping label. Normally we do not charge return shipping for an exchange but because the new size you requested was not available no exchange was done; therefore, you were charged for the return shipping label use. We have gone ahead issued a refund of $7.95 for the use of return shipping label. We hope that you will find this to be a satisfactory resolution. 

  Please feel free to contact us with any further questions or concerns. 

  Sincerely, 

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

  Customer Service Supervisor

   

   

   

  Customer response

  03/22/2023

  [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

  09/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  STOP SENDING CATALOG>

  

  Business response

  09/07/2022

  Dear ***********,

  Thank you contacting us. 

  We're sorry to hear you'd like to be removed from our mailing list. We checked your account and see you have requested emails only.  You may still receive a few more catalogs before they stop as *********** in advance and we apologize for any inconvenience this causes you.
  
  Please let us know if we may be of further assistance, and have a great day!
  
  Sincerely,

  ******* F

  Customer Service Supervisor

• Initial Complaint

  07/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is a simple complaint and request. I asked The Vermont Country Store to remove my name from their emailing lists multiple times over two months. I never sign up on their emailing list and I do not know why they added me to their list. I never purchase anything from them in my life.

  

  Business response

  07/18/2022

  Dear *******************, 

  Thank you for reaching out to let us know you would like to be removed from our mailing list. 

  We do get potential customer names from other companies and suspect this is most likely how you received our catalog. If you can provide your name and mailing address we can be sure your are no longer on our mailing list. If you happen to still have one of your catalogs, the customer # on the back in the blue box would be helpful as well. Please be aware that our catalogs are preprinted and once your name is removed from our mailing list you may receive one or two more catalogs before they stop completely. 

  We apologize for any inconvenience this may have caused you. 

  Sincerely, 

  ******* F 

  Customer response

  07/18/2022

  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. 

  Stop lying... I never received your catalog. A simple search on ******* you will find a listing of complaints against your company that your company mass-mailed everyone and the "unsubscribe" everybody clicked on so many times, it doesn't unsubscribe. Your company received complaints via BBB that you are a SPAMMER and do not unsubscribe anyone. I refused to provide your my address because you will enter my address into your database so you can send your junk mails to my box, no, thank you.  I will find a way to your company blacklisted so all your mass mailings will end ** in the spam/junk folders.  Save your canned messages and go away!!! I will not response any further, you have enough information to unsubscribe me.
  
  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,

  *****

   

   

  

  Business response

  07/26/2022

  Dear *******************,

  We apologize for the frustration this caused you. You have been successfully unsubscribed from our emails.

  Please contact us with any further concerns.

  Sincerely,

  ******* F Tell us why here...

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase on 6/6/222 at Vermont Country Store for $2,459.41. I got the confirmation by email. I didnt hear anything else till I emailed on 4/11/22. I got an email back saying my purchase came to $2,214.65. Seemed like two items were not in stock even though one said it was in stock when I made the order. I received the two items on 4/13/22 and 4/14/22 and the rest of the order came in many boxes after that. I had 3 sent back for credit and one exchange. The exchange never came so I emailed and asked where it was. They went and credited it, so I had to be billed again. I sent back a pair of shoes and sandals right afterwards for an exchange in size. I had to call for them too because they just credited them and didnt ship them out. I just got the sandals last week. I had to pay tax and shipping to get them both I found out afterwards. The shoes too were taxed and shipping added to them too. I havent shopped at any stores that did all this charging for shipping so I was very surprised and confused about it. Also my returns didnt get all my money back for each box that was sent back the price of their shipping label was deducted from the cash I paid out in the initial order.What really confused me was the two credits for returns were $252..08 on 6/10/22 plus $400.43 shipping and $271.85 on 6/5/22 plus $123.50 shipping. The invoice emailed to me said one was a charge. Both went through into my bank account as credits. Then the company started sending charges to the account and my bank denied them. I have been trying to reach the bank but they were down from a storm. All the statements are confusing. I got a letter in the mail saying I owed them $116.55 . Didnt say what it was for. No order number on it or description of purchase. I think Vermont Country Stores finance team is terrible. I asked for an itemized list of all charges and credits for merchandise, shipping costs and tax. All ti get is tell me to call them. They dont want nothing in writing.

  

  Business response

  06/19/2022

  Dear ***************, 

  Thank you for taking the time to contact us. 

  We apologize for any confusion with the multiple charges and credits to your order. Attached you will find an explanation of all charges and credits related to this order.

  If you have further questions please contact us. 

  Sincerely, 

  ******* F

  Customer Service Supervisor

  Customer response

  06/28/2022

  [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. 
  I am sending Vermont Country store a check for the balance due.
  Regards,
  
  *********************

• Initial Complaint

  05/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have never shopped with The Vermont Country Store. I simply received a gift from my grandmother in the mail that she purchased (and was shipped from) The Vermont Country Store. Since then, I have been inundated endlessly with catalogs from them and other similar companies. It turns out that they sold my personal information to other third party marketers without my consent. I have since asked them to contact the other companies to remove me from their mailing lists, but they claim that they cannot do that. Then I asked for a list of companies that they shared my information with so that I could contact them all to remove my information, but they will not give me a list of the companies, either. Their response was simply to suggest that I use some websites (that require payment) to unsubscribe myself from these mailing lists. This company shared my person information without my knowledge or consent, and now refuses to provide me with any information about who they've shared it with. This company is dishonest and sleazy, and clearly takes advantage of their predominantly elderly customer base.

  

  Business response

  06/03/2022

  Dear ***********,

  Dear ***********, 

  
  Thank you for reaching out to us to ensure you are removed from our catalog mailing list and that your name is not shared with other companies.
  
  I double checked that your account was marked to NOT receive catalogs from us,which it was. I then reached out to our ******************** to see if they could help explain why you get catalogs from us occasionally as well as other companies. They were able to confirm that your information was not in a file that The Vermont Country Store shares or rents with other businesses. Although,because you were a giftee, your information *** have been gathered by one of the Coops. They receive updated information from us quite regularly. When we confirmed that your account had been marked as Do Not Share we are certain no other information about you had been shared. Your name *** also have been shared when you made a purchase with your return/exchange of the gift from your grandmother.In making a purchase with us, you agreed to our Privacy Policy which can be found on our website.
  There are a few steps you can take to help ensure you are not receiving the catalogs you don't want. Reaching out to the *** to get on the Do Not Mail list if you would prefer to not receive any catalogs at all. This can be done at: https://dmachoice.org/ You can also go out to the ***************** website and pick and choose which catalogs you would like to stop. There is a caveat to that in that not every company uses the ************** suppression files. So, it *** not work for every catalog but its worth the try. You can also contact the catalogs/companies that you do shop from and make sure that they are not renting your name out. Lastly,continue to do what you are doing, which is reaching out to the catalogs you don't want directly to have your name removed from their list. 
  
  
  We apologize for the trouble this *** have caused you and can assure you that you should no longer receive catalogs from The Vermont Country Store.
  
  
  Sincerely,

  ******* F

  Customer Service Supervisor 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  BBB,I have a simple complaint and request. I asked The Vermont Country Store to remove my name from their mailing lists. I started making this request on Dec. 9, 2015 and have repeated it since on Oct. 24, 2019. I typed the request and mailed it to them. I also returned their brochure to them (paid the first class postage myself) thinking that would get their attention but it didn't seem to help. I am not sure what the law says on this point: does a person have the right to request their name be removed from a mailing list? If I have that right, or if it is considered a normal courtesy, could you remind them to remove my name? I do not want any more mailings (catalog) mailed to me. Thank you,************************************ The address I used in writing to them was taken from the catalog: The Vermont Country Store ******************************************************

  

  Business response

  03/24/2022

  Dear Dr ********************************* you for reaching out to us to ensure you are removed from our catalog mailing list.

  
  I double checked that your account was marked to NOT receive catalogs from us,which it was. I then reached out to our ******************** to see if they could help explain why you continue to get catalogs from us occasionally. They explained that although you have never purchased from us, we have gotten your name, more than once, from a list of names we can rent for marketing purposes.There are a few steps you can take to help ensure you are not receiving the catalogs you don't want. Reaching out to the *** to get on the Do Not Mail list if you would prefer to not receive any catalogs at all. This can be done at: https://dmachoice.org/ You can also go out to the *************.org website and pick and choose which catalogs you would like to stop. There is a caveat to that in that not every company uses the ************** suppression files. So, it may not work for every catalog but its worth the try. You can also contact the catalogs/companies that you do shop from and make sure that they are not renting your name out.Lastly, continue to do what you are doing, which is reaching out to the catalogs you don't want directly to have your name removed from their list. 

  
  We apologize for the trouble this may have caused you and can assure you that you should no longer receive catalogs from The Vermont Country Store.

  
  Sincerely,

  
  ******* F
  Customer Service Supervisor

  Customer response

  04/02/2022

  [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:

  It seems rather complicated for a relatively simple request.  I am told about options and further steps I can take which puts the onus on me rather than the company.  They say they are aware that I asked before to have the catalog mailings stop and it has been noted, etc. but for this and that reason it has not been enough to actually stop the mailings.  

  Okay, I'll take that with a grain of salt and give them the benefit of the doubt that somebody at their end at least tried.  I wondered how hard it would be and now I have my answer: very hard, apparently.  However, I guess that's as far as I can take the issue at this time so . . . . 

  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. ↩