Complaints

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.

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  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 with L'Epicerie on 11/13/24. L'Epicerie mixed up my order with another customer's order and shipped us each the incorrect order. They emailed me on 11/19/24 to ask me to ship the package to the other customer. I emailed back within an hour to indicate that I was only in town visiting and if they shipped the order to the same original address, it was a problem. They did not respond. I followed up. They responded with no resolution. I emailed again. No response. I then emailed from a different email address. L'Epicerie initially responded and seemed to indicate they would ship my correct order to my updated address. After I provided the new address, L'Epicerie stopped responding. I have sent numerous follow-up emails with no response. I have tried calling and no one answers.I shipped the incorrect order to the other customer using the mailing label ********************** emailed to me. I have not received my original order and it has been a month. This company has stolen my money, will not send me the order, and refuses to respond to my emails.

  Business Response

  Date: 12/20/2024

  During the busiest season of the year errors may happen. When we realized the mix-up between the two order we sent to both customers a shipping label to allow each customer to send it to the other customer and save time by not returning it first to the warehouse and shipping it again... or we thought so. But unfortunately it became problematic as ***** sent the wrong shipment received three weeks after having received it. To add to the problem her emails always ended up in spam and were not read immediately. ***** had been made aware of it and changed her email address. It was an extremely regrettable situation, we thought could be easily fixed. ***** ****** has been refunded in full of her purchase.

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I do not appreciate the lies that L'Epicerie has included in their response. On November 19, 2024, they told me they had shipped me the wrong order.  Within ****************************************************************************************************************** town at that point.  I shipped it back as soon as I was able, which was not three weeks later, but on November 29, 2024.  It's not my responsibility to fix your shipping errors regardless.  I had to use my own gas, car, and time to fix your error and during a very busy time at the post office.  Also, L'Epicerie likes to blame their lack of communication on them not receiving my initial emails, but they responded to at least one and no other business has had a problem responding (that email is 20 years old).  When I used a different email, they responded to two of those and then just literally stopped responding and ghosted me.  They made no effort to ship the package that they said they would ship and they kept my money, like thieves.  Only after I disputed the charge on my credit card and filed a complaint here did they finally refund the money.  Please do not do business with these people - they will try to steal your money and then ghost you. 

  
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 12/30/2024

  We offered through numerous emails our sincere apologies to ***** ****** for the error that occured. ***** had only to drop the order she received to the *********** as the return label had been created with all needed information, or just give it to the mailman. We also offered ***** ****** a Free Shipping on her next order as compensation for her trouble. We refunded ***** ****** in full, not when ***** filed a complaint with her bank, but when we realized the other customer actually never returned ******* order to her. We have been in business for over 20 years and have never been labeled with such an offending comment. We offered *****, our sincere apologies, a free shipping on her next order, and a refund in full. As this point it would be hard to understand and comprehend what ***** ****** is looking for. Sincerely. ******** Customer Service Manager.

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  ******** and L'Epicerie need to please stop lying about the events that occurred and their actions.  People need to know that L'Epicerie is a business that makes a mistake, blames it on the disabled people they hire (see email you sent to me dated November 23, 2024), refuses to make the mistake right, stops responding to the customer, and then only refunds the money once a BBB complaint and credit card dispute are filed. 

  I placed my original order on November 13, 2024.  In the attached file, you can see I received a refund for the original order on December 20, 2024, which was eight days after I filed the BBB complaint (December 12, 2024) and three days after L'Epicerie responded to the BBB complaint (December 17, 2024).  L'Epicerie did not voluntarily refund my money - they stole it and then completely ignored my emails asking for my order and then asking for my money back. 

  As I told L'Epicerie in my emails, they should have immediately mailed me my correct order instead of relying on some random other customer to mail the package to me.  The other person could have even tampered with it and likely did, given they did not return the package.  Additionally, L'Epicerie should have offered to refund the shipping I had already paid, given you did not deliver upon your shipping policy.  Why on earth would I order from this type of company in the future?  Your future order free shipping "offer" was a joke and an insult.  At this point, L'Epicerie should just apologize and leave it at that, rather than lying again and making more excuses.

  This is a very shady organization and I highly recommend no one order from them.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******