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:12/10/2024

  Type:Order Issues
  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 ordered from this company online and for the first time in September. I realized immediately I needed to return the burlap curtains and contacted the company to see how I needed to do that. No response so I searched their website online and followed the return instructions. I waited for a refund or any type of communication but never received anything. This week overhauled inquiring about the refund. I was told by *** that they only accept returns within 60 days. I explained I returned them immediately and never heard anything. She later accepted she overlooked the fact I had returned these and that they sent an email in September, stating they couldnt accept the return but could send the items back to me. I never received the email. When I responded I hadnt gotten an email from them in September, I was told it was sent to my email address and theres nothing they can ****** Im out $103,& I have no merchandise ti show for it. I placed another order with them that was around $300, after this order, trusting theyd process my refund to my debit card.

  Business Response

  Date: 12/31/2024

  I mailed in my response twice.  Here's a copy of what was mailed:

  Dec 17, 2024
  
  BBB of *********
  **********************
  *********, *******; 53214
  
  RE:          ********** Notice received in the mail on 12/17/2024
                  ****** ******-****
  
  
  Thank you for the opportunity to write about the facts of this case.
  
  The customer put an order online at ************************** in the name of ****** ****** on August 28th.  Order number 147681.  Order was shipped to ****** & ***** ****.  Copy of original order attached.
  
  There were two items in this order that were returned:
  2 Burlap Natural Tiers
  4 Burlap Natural Valances
  
  The customer returned them to our supplier *** Brands.  She said she tried to call us about how to return, however, she never left us a message for us to call her back.  We return all voicemail messages within 3 to 5 hours.  It clearly states online where to send a return. Here is what is stated online:
  
  ************************************************************************************
  Returns
  
  We want you to love your purchase, but we understandsometimes it just doesn't work out the way you planned.
  Here's what you need to know to make a return:
  RETURNS: You have up to 60 days after the date you receive your shipment to return unused, unwashed products. Products must be returned in their original inner packaging or plastic sleeve. Original shipping cost will not be refunded except in the case of product defect or fulfillment error.
  Please include a copy of your invoice and mail products back using the carrier of your choice to:
  Country Village Shoppe
  ***************************************************************************
  RETURN SHIPPING: With the exception of a return for defective product or a fulfillment error, return shipping charges are the responsibility of the customer.
  
  Our supplier received the return of the valances & tiers on September 18, 2024.  All of the tags were removed from the items and they were not in any packaging.
  
  We immediately contacted the customer using the email address on her order (which is the same email address as the customer used to contact us regarding this issue).
  
  Heres a copy of the email we sent to the customer on September 18, 2024
  ************************************************************************************
  URGENT Message regarding return of order 147681
  
  Country Village Shoppe <************************************************************> Wed, Sep 18, 3:53?PM
  
  
  to webusability5590
  
  Jeanue:  Our supplier received a return of two Burlap Natural Tiers and four Burlap Natural Valances.  They were sent back to an incorrect address.  We cannot give you credit as the tags were all cut off of the products.  In order to make a return they must be in the same condition as you received them.
  
  We are willing to ship them back to you, however, shipping charges will apply.  Please let us know if you want them returned to you and please provide your credit card information for the shipping charge.
  
  Thanks, ***
  
  
  The customer did not contact us until December 10, 2024, regarding the return. At this point, since the items were not able to be sold, they were discarded.  We do not ship any items that are not in perfect condition.
  
  While I can emphasize with the customer, we give clear instructions for returning items, the condition of the items and where to send them. 
  
  We would be happy to offer the customer a 50% discount on an order of equal or lesser value of the items she returned ($103.70) as a good faith gesture. 
  
  Again, thank you for the opportunity to address this issue.
  
  
  
  ****** ********
  Country Village Shoppe
  *************************************************; 54913
  
  
  Cc: copy of original order

   

  Customer Answer

  Date: 12/31/2024

  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 Answer

  Date: 01/02/2025

  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 would like to graciously thank you for offering a 50% discount on an equally priced item, however, after this experience I am not interested in doing business with this company.

  I, along with others Ive visited with and read reviews on , have agreed the company doesnt want to make it easy to return items. No return label or instructions were included with the original shipment. I cant even find history of my original order anywhere.  No return label provided. Most excellent businesses by the way do this ; they want their customers to be happy. Happy buyers shop again with companies they have positive experiences with.

  I emailed several times regarding the return, to no avail. I had called several times trying to learn how to return the curtains , also to no avail. Its likened to calling a home phone. Nobody specifically assigned to customer service issues specializing in dealing with returns.
  

  Regarding a similar situation, I had also ordered a King size bed spread. It was pictured with shams, so I was very surprised it arrived with none. Most bedding is sold as a set. Not here, its a piece by piece operation. I had to search the website far and wide to locate anything matching the pattern to order pillow cases or shams, along with matching accent pillows.

   The point being, the website is not user friendly. I have 2 MS ******** one is in technology and web design. It isnt very practical and in that vein, when I tried searching their reviews from the website itself, I read  things like I like this store. Rather than an accurate critique of individual purchases, return procedures and experiences. 

  *** responded to two emails, one stating I needed to return the items within 60 days of purchase. I told her I had done that. I had enclosed the curtains in their individual packages noting that they just be received in the same new condition. The tags had been removed so that I could hang them and make a decision about how theyd look without interference. These were also placed in each individual clear packaging each curtain and valance were shipped in.  As a side note there were not two items as stated by the owner, but 6. 4 cafe style curtains and 2 valances. 
  
  You may note that the return instructions state nothing about tags, but rather condition and of course that means they shouldnt be washed, which they were not. So the condition was as received, as per their requirements , and shipped well within the allotted time frame . On top of that, I had to pay almost $30 for the return, thats on top of the $103 I am out for the initial purchase.
  
  I never received the email *** stated she  sent in September stating they could send the items back to me at my expense (???) or discard them. I wouldve responded.

  I live in a very rural area with a tin roof and signal is limited at best. 
  I am not able to add the screen shots of all my communications regarding this transaction due to this websites formatted. I never heard from *** again after she said the email was sent in September, and that, along with her failure to understand, or misunderstanding that I had returned the items well within the mandatory 60 days required reflects the level of customer service skills involved and how it works. 
  
  Similarly , if the owner of this organization claims I returned the items to the manufacturer and they were not in n their original condition, and she didnt see them herself, how can she be positive? What I am certain of based on my experience with this transaction and those of several friends whove also ordered from this company, is that returning items is a hassle, by design. They clearly dont want returns. My friends opted to throw their unwanted or unacceptable items away, rather than go through the hassle of returning them . That option, however doesnt resolve the issue, but rather, encourages more if the same. Customers without a product or their hard earned money, not to mention having to drive 15 miles to town one way to return the item at my local post office insures the buyer who finds it necessary to return an  item will have to go through many hops to do so. And after doing so, may end up like me with no product and out the money. I read an online review (not on this companys site) where the same thing happened to another lady. That is simply not acceptable. 

  It takes a lot of trouble to go through all the steps Ive taken to resolve this issue, so obviously that is verification I believe I did everything that was required of me to make a good faith return of a set of curtains that are more a ****** cracker color than burlap, and sub par quality in comparison to what my standards are for my home.  

  If I cannot recover all funds wasted on this transaction via The BBB I have no choice but to dispute it with my initial purchase funding. 

  
  Regards,
  
  ****** ******-Ware 

  Business Response

  Date: 01/09/2025

  Thank you for the opportunity to further address this issue.

  I would like to address the issues that the customer brought up.  Clearly,when she called our company, she did not leave a message.  She also indicated she emailed us with no response.  We return ALL voicemail messages the same day as received.  If you do not leave a message, we cannot respond.  All emails are acknowledged within the same day, sometimes to say we need a little time to research, but all are acknowledged. Whenever you receive a purchase that may be returned, it is imperative that it is not doctored (tags removed) to review the product.  We only sell products that are in excellent condition without being doctored by another customer.
  
  The customer referred to another order she placed for a coverlet for $99. It clearly states on our website what she is receiving, and all accessories are listed directly under the coverlet.  However, it is important to read the descriptions indicating what is being shipped.
  
  We have been in business since 2006,and we never had customers send items back to an address other than the one listed on the invoice.  Our return policy clearly states where returns need to be mailed.
  
  While it is a customers responsibility to return items in the same condition as received, we are willing to give her a full refund of $103.70.  The customer will see the return posted to her ****** account shortly.
  
  Again, we appreciate the opportunity to address these issues.
  
  
  Respectively,
  
  Country Village Shoppe

  Customer Answer

  Date: 01/09/2025

  
  
  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. 
  

  I would like to point out most businesses want to make the return process easy for the customer. This was more stressful than it needed to be. The process could be simplified by merely putting oneself in the customers position (empathy)& taking proactive measures to include a slip of paper with at least the initial order, so customers are clear on what the policies are and how to execute them as expediently as possible. 

  Every merchant has different policies. Not everyone has Internet or the ability to use it on a daily basis. When an order is placed, customers do so, in good faith, understanding how a valued customer is normally treated. 
  

  Additionally, the phone screen is tiny and difficult to read,& lets be honest, how many customers TRULY TAKE TAKE THE TIME  TO READ IT ANYWAY ? 

  ThIS  merchant inherited what her parents cultivated,and as disappointing as her professionalism as a business owner is, its typical that when the founders are gone and the heirs who had no vested interest in creating the business usually do it no justice. **************** is quickly becoming  a thing of the past.

  Though I did not receive a shipping refund for the initial shipping & return shipping, I am glad the owner obviously realized (as do many other disappointed customers in similar situations involving returns) that this was terrible, even shameful business practice to leave the customer:

  1.) with no merchandise

  2.)paid return shipping and

  3.) no refund. 

  In the education world we are mandatorily sent to training to keep our skills sharp and up to date. Perhaps this should be the policy for businesses owners who inherit the fruits of others labor.

  
  Regards,
  
  ****** ******-****