Business Profile

Catalog Shopping

Colony Brands, Inc.

Headquarters

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Initial Complaint
02/24/2025
Complaint Type:
Delivery Issues
Status:
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.
Ordered a cabinet (PRODUCT #: ********) from Country Door (Colony Brand)Address: ********************************** Amount of check: $245.89, check # ****.This check cleared my bank ******* on January 29, 2024. I still have no product.I've contacted the company twice. The most recent call was 2/24/2025 at approx 0755. The first call, I was told the order is processing. Today I was told that the order can take up to 30 days once their credit **** ascertains that funds are available in the customer's account. When I explained that the check had cleared almost a month prior, I received the same answer. Multiple times. I attempted to re-explain that once a check clears a bank, the funds are available to the seller and I wanted to know when my merchandise would be delivered. I was given exactly the same information as previously noted. Prior to speaking with an agent, I made several calls and dealt with an automated system that did not allow me contact with a live representative. The automated system basically states that the order is processing and will be delivered on my desired date. How long does this processing take once a check is cleared ? There was NO collaboration in order for me to select a desired date. As soon as possible would've been preferable.I would like my merchandise OR a refund.
Business response
02/24/2025
Our records indicate that the order is being held for the check verification process. This can take up to 30 days. Once the verification process is completed the order will be released for shipment. A letter was mailed to you on 1/30/2025 explaining this process. If you have further questions, please reach out to our ***************** at ************. Thank you.
Customer response
02/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]
My check cleared my bank on January 29, 2024. What else is there to " clear"? You have the funds for my purchase. Either ship the merchandise or kindly refund my money.
Regards,

****** ****
Business response
02/25/2025
Once the verification process is completed the order will be released for shipment. A letter was mailed to you on 1/30/2025 explaining this process. If you have further questions, please reach out to our ***************** at ************. Thank you.
Business response
02/25/2025
Once the verification process is completed the order will be released for shipment. A letter was mailed to you on 1/30/2025 explaining this process. If you have further questions, please reach out to our ***************** at ************. Thank you.
Customer response
02/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Explain what your verification process is on a CLEARED check! Your company has had my money since January 29th, It is now February 25th. I still have no product. Your answers via the BBB skirt the issue and are the same as the letter I received after I questioned your company previously on the status of my merchandise. Send my merchandise without delay or refund my money.

****** ****
Business response
02/27/2025
The verification process is completed, and the order is released for shipment. Updated shipment tracking will be available soon. If you have further questions, please reach out to our ***************** at ************. Thank you.
Customer response
02/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received notice via email yesterday that I am now being charged an additional $20.08. For what?
Your company has the payment in full for my merchandise per your order sheet. $245.89 which includes shipping and taxes.
I owe anything further. If this is not resolved and my shipment is not sent out within the next 48 hours, I request a full refund immediately.
This is beyond unacceptable.

****** ****
Business response
02/27/2025
Your order has shipped with ***** ********** tracking number 700553910035. For billing related matters, please contact our ***************** at ************. Thank you.
Initial Complaint
02/19/2025
Complaint Type:
Customer Service Issues
Status:
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.
Ordered from Ginny's.com.after getting catalog. This is one of their companies. Feb eight order. On Feb ten after they say down payment when I called to check. They did not bother to send that request in email either. Called got hung up on tenth six times. Called colony since their customer service hangs up that many times. Canceled order. They also was to delete ALL info out of ALL their company catalogs and was reassured they had. UH NO. Obviously not. To day eleven days later here is a letter saying if you pay sixteen dollars down we will send your order. Called them yet again got hung up on seven times. No customer service do not even begin to know what it is. Furious with them. They need to train employees to treatment of customers. I want all info gone period.
Business response
02/20/2025
Our records indicate that the down payment letter that you received was mailed prior to you being removed from our mailing list. We do not email down payment letters, they are always sent by mail. We apologize for the **************** issues that you experienced. We will be following up with our Team to ensure that this has been taken care of. Thank you.
Customer response
02/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***** ******
Customer response
02/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They did not mail that letter till way after. It doesn't take eleven days for mail to get here. They are non customer friendly. Their workers are not as well. I will not accept such a reply. They need to take responsibility for their actions not skirt around problem they created. They should wake up.

Regards,

***** ******
Business response
02/21/2025
Our records indicate that the down payment letter that you received was mailed prior to you being removed from our mailing list. We do not email down payment letters, they are always sent by mail. We apologize for the **************** issues that you experienced. We will be following up with our Team to ensure that this has been taken care of. Thank you.
Initial Complaint
02/14/2025
Complaint Type:
Delivery Issues
Status:
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.
I received a seventh Avenue piece of mail order catalog in the mail January 2025. with the letter attached saying I was credited $400 worth of merchandise and they let me know how much the down payment would be to place my order Iplaced the order and I think 110 2025 so on 115 2025. I got a thank you letter but saying after reviewing my credit they cant approve me for the whole 400 unless I pay 2956 just 10% of my order you can pay by check money or by phone so I called them and I went ahead and made the payment now when I was talking to her making the payment shesaid oh hold on theres an issue here we dont you didnt put a size on one of your items on one of your sets. Would you like princess cut or round cut I gave them the cut I wanted it and she fixed it and she said OK. These items should be out to you within. You know 7 to 10business days but he usually only takes three. Everythings good OK so I call back about a week later and I say hey guys whats going on what where is my merchandise? Oh its on the way. on the way because its taking a little bit longer because it got backed up because we didnt have that size on there so we fix thatbefore you even put the order out but OK fine so then on 25 nearly a month later after Ive done paid them I receive a would like to thank you for placing your recent order unfortunatelydue to the amount of the order that we approved we are not able to process it without you giving us some more money if you mail us a check for $186.70.50% of your order it will process your order immediately. Be sure to include a money order or you canjust send me the whole ********************************************************************************************************************************** to make the order in the first place then you lied again about the amount and then nowyoure telling me youve held my money up for a month and I still am not gonna get the order theystillhavemymoneyand hunguponmeandwont answer
Business response
02/18/2025
Our records indicate that the original down payment amount did not include the item that had the color/size error. We have requested that the $29.56 payment that you made be refunded back to your original payment method. If you have further questions or concerns, please contact our ***************** at ************. Thank you.
Customer response
02/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[if thats the case to be true I asked to go ahead and ship out what the 29$down payment would cover which would be three of the four peices of jewelry excluding the necklace ring and earring set with size issue if thats the case then take off the set with the size issue and send me the other three peices of jewelry the down payment covered and the lady got mad and then said all the sudden 29$ wouldnt cover that so they are just lying To solve this issue I want what the 29$ originally covered which was the entire order minus what was exempt with the size issue. Bc thats why the amount was off correct so just remove the size issue and send me the rest of the jewelry that they said was covered with the original down payment. But you see that lady was lying and went in and started changing numbers.

Regards,

******** *****
Business response
02/19/2025
Our records indicate that the original down payment amount did not include the item that had the color/size error. We have requested that the $29.56 payment that you made be refunded back to your original payment method. All orders are subject to final credit approval, please see our terms and conditions in our catalog and on our website. If you have further questions or concerns, please contact our ***************** at ************. Thank you.
Initial Complaint
02/10/2025
Complaint Type:
Sales and Advertising Issues
Status:
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.
swiss colonies figures on how much we owe and how much we paid are totally wrong, we made a payment in february of 2025 when we did not have to and they pad their bills and i do not know where the extra monies are coming from and we can never speak to a supervisor and their customer service, i believe is not in ******* and these employees are given *** answers and we have been loyal consumers for years now and i accuse them of padding our bill. i guess the extra monies go into someones pocket. they are rip offs and frauds
Business response
02/11/2025
Our records indicate that your last payment of $75.00 was applied to your account on 2/2/2025 leaving a remaining balance of $1061.68. We have mailed you an itemized statement for your review. Upon receipt, please review and if you have any questions contact our ***************** at ************. Thank you.
Initial Complaint
02/08/2025
Complaint Type:
Service or Repair Issues
Status:
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.
This company uses a automated service that is unable to understand the word "yes" which prohibits the ability to pay bills successfully with the need to converse with a live agent for a 3.00 fee. In my opinion they are milking the public for 3.00.
Business response
02/11/2025
We apologize for the experience that you had with our automated phone system. We offer several options to make payments without paying the service fee, including mailing in your payment, or making your payment online. We have forwarded your concerns with our automated phone system on for further review. Thank you.
Initial Complaint
02/07/2025
Complaint Type:
Customer Service Issues
Status:
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.
Country Door and their counterpart, ***************************** created accounts in my name without my knowledge or consent. They have been sending me bills for products that I did not order from them. My husband and I called both entities upon receipt of the first bill and were given an apology and ensured that something would be done, however I continue to receive bills and more recently am getting threats to turn over to collections. I would like them to cease and desist the harrassment, I would like to know how they got my information, I would like something done about the employee that initiated this.
Business response
02/11/2025
Our records indicate that this has been corrected in our system. Anything received that could still be in mailing should be discarded or recycled. We have notified the credit bureaus to delete any reference to this account. If you have questions, please contact our ***************** at ************. Thank you.
Initial Complaint
02/03/2025
Complaint Type:
Billing Issues
Status:
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.
Have called and text them 4 times to close and delete my account, they refuse I have no credit balance or owe them any payments. I do not want to do business with them. They are holding my account hostage.
Business response
02/04/2025
Our records indicate that this account is closed. A letter was mailed to you on 1/31/2025 for your records. Thank you.
Initial Complaint
02/03/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I have two fraudulent accounts reporting to my credit report from ********** Wards and Swiss Colony, which I myself have never opened an account with these companies **** have I ever lived at the address where these accounts are attached, I have lived at my stated current address for 15 years.
Business response
02/04/2025
Please provide the account number so that we can locate this information in our system and respond to your request. Thank you.
Customer response
02/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The only account numbers that I have is the one that appears on my credit report ************C, The address that is attached to this account should be sufficient to help locate the account.]

Regards,

****** ******
Business response
02/04/2025
Our records indicate that the Swiss Colony account was closed due to fraud, you are not responsible for it. A letter was mailed to you for your records. After reviewing the ********** **** account, our ************************** has determined that you are responsible for that account. A letter was also mailed to you for your records. If you have questions or concerns, our ***************** can be reached at ************. Thank you.
Customer response
02/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The swiss colony account was closed due to fraud but not the ********** wards account , the swiss ********************** account is still reporting on my credit reports. it needs to be removed, once again I have never lived at *************************************** and I can prove that, I've been living at *************** for 15 years and never opened up an account with those two stated accounts . Per the law how did loss prevention validate the debt that they say I owe with ********** ****, If this fraudulent debt is not removed I'm prepared to take legal action against your company.]

Regards,

****** ******
Business response
02/05/2025
Upon further review by our ************************** both the Swiss Colony and ***************************** accounts have been closed due to fraud, you are not responsible for them. Letters were mailed to you for your records. We have also notified the credit bureaus to delete any reference to these accounts. Please allow sufficient time for the mailing of the letters and for the credit bureaus to update their records. If you have questions or concerns, our ***************** can be reached at ************. Thank you.
Initial Complaint
02/01/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a bill from them stating I made a purchase on 11/05/2024 in the amount of $200.29. I called to inform them that I did not make a recent purchase nor did I receive any merchandise from them. They told me that they would send me out a form to fill out, that it had to be notarized and they sent me out a ID Theft Affidavit form. I have made purchases before with them but when doing so I have sent in a check with my order, I have no credit card with them or account per say. Now on the form they sent me they want all of my personal information (DOB, SSN etc). I have checked my credit reports and I do not have any new credit accounts open or recent enquires. I don't understand how a company would just send out merchandise without there being some form of credit, therefore I believe this could possibly be a scam. I am not comfortable sending all my personal information. There is just too many red flags here. My hope is that by providing the BBB with this information that we can get this resolved without giving my information out.
Business response
02/03/2025
We have closed this account due to fraud and you are not responsible for this account. We have mailed you a letter for your records and notified the credit bureaus to update their records. Please allow sufficient time for the mailing of the letter and for the credit bureaus to update their records. Thank you.
Customer response
02/03/2025
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Caroline ******
Initial Complaint
01/30/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Im not liable with this debt with ********* Wards I do not have a Contract
Business response
01/30/2025
Please provide your full address and phone number, along with the account number so that we can locate your information in our system and respond to your request. Thank you.

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