ComplaintsforShelburne Country Store

• Initial Complaint

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife purchased some candy from the Shelburne Country, She makes regular purchases from them but this is the first time there has been a problem. My wife tracked the package, it was shipped by **** the package allegedly arrived around January 3, at 2:26 pm at our front door. The tracking results were provided on January 5 at 8:01 pm. The claim is that the package was delivered based on a GPS tracking of the package. There has been no proof provided that the package was in fact delivered to our door. The complex has six buildings and each has an apartment 203. Shelburne Country Store absolves themselves of any responsibility because my wife selected *** as the shipping agent and that *** claims it was delivered. He only insured the package for loss or damage during shipping. The package was not delivered, so it is still in a shipping status unless it can be proved otherwise. The Store refuses to send out a replacement order.

  Customer response

  01/17/2022

  I have not heard from the business in response to my complaint.  *********** has a history of not responding to customers.  ************ refuses to make good on the missing order.  They need a review or notice from the BBB that this company refuses to honor its orders.  Thank you.

  Business response

  01/23/2022

  We do our best to insure that all packages are labeled properly and get shipped as quickly as possible.  We also make sure that regular notifications are sent as to the status of the packages and estimated delivery times.

  Package theft has become a huge issue as of late, so we make sure we follow the customer's directions for delivery.  When the customer notified us that they were not able to locate their package, we reached out to *** to make sure the delivery was made and there were no special notes or issues.  Their GPS tracking system showed the delivery was made properly.

  The customer responded by threatening us with public complaints (like this one) and more if we did not replace the purchase immediately ("You have 24 hours!").  In some of the few times we have had a similar issue, we have gone above and beyond to remedy the situation as a courtesy.  As the first response was a threat, we chose not to offer that courtesy.

*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. ↩