map-marker Fredericksburg, Virginia

The Vermont Company fell down on the job.

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I recently ordered an item of clothing from the Vermont Country Store. The clothing in question is a cargo coat which I ordered from this company and purchased on or about 1 February 2024.

The Vermont Country Store supposedly used the United Parcel Service to send me the cargo coat. It was supposed to have arrived within about a week or so, but it never arrived. I finally called the Vermont Country Store a week ago. The employees of this company could not account for the whereabouts of the cargo coat.

I reordered the cargo coat last week, but it still has not arrived. At this rate, I have no idea when or if the cargo coat will ever arrive. This is the first time that I have ever purchased a product from this particular company. I have absolutely no idea whether or not I will ever receive the cargo coat in question via a UPS delivery from the Vermont Country Store.

This company should bolster its quality control protocols. Perhaps I should have bought a cargo coat from Amazon.

I would rather not use a Chinese-owned company like Amazon to buy products. However, if the Vermont Country Store is going to be this inefficient, then I will never again purchase anything from this company which thus far has had a dubious quality control record in its dealings with me.

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User's recommendation: Be careful in your dealings with the Vermont Company.

Kiearra Kei

Disappointed long-time customer will never return

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Ive worn Vermont Country Stores mens seersucker, light summer robe for many years, and they usually last at least 3 years or so. My wear is 2-3 hours daily, with a washing every couple weeks on gentle cycle in cold water, and just a low heat dry.

My latest robe had been deteriorating for some time, and I do mean deteriorating. The material was literally coming apart. On May 25, I started to order another one, and noticed that I had purchased this less than a year ago. I contacted Customer Service and asked what they could do for me, thinking perhaps some type of credit or free shipping.

I quickly received a response that because this was normal wear and tear they would not do anything. My response was that this was NOT normal wear and I asked them to elevate this request, that I thought it was a shame if this was their response, given my history with them, and their reputation (at least in my mind) of quality, unique items. I asked them to honestly consider if they would expect a nearly-$100 robe, from a company such as theirs, to last less than a year, and if this was the new reputation of VCS. I received a reply that the supervisor agreed with me, that they would refund the purchase price to my credit card, and that I should order my new robe and return my current robe to them.

I placed the order, they emailed me their label, and I returned the current robe the same day. This is when the trouble began. There were a couple dozen emails back and forth of me inquiring and them responding. It was a different person (first name, last initial) every time, who didnt seem to know what I was talking about, even though I always included their reference number, and my original order number, in the subject line of my emails.

First, they said they hadnt received the disintegrated robe, so I provided the tracking info showing it was received within 4 days by their returns agent. Then it was continual Im sorry for the delay, we are behind in processing, we are having employee problems, we are having computer problems, we thought wed processed the check but didnt, we did issue a check but neglected to get it mailed, we had a glitch in our system, it was mailed but you must not have gotten it, etc. Two or three times I mentioned that if they did not get the refund to me as promised, I would contact the BBB and post on some review or social media sites. I am convinced their customer service department was a poor-quality call center and likely out of the country.

My last, brief email to them said the same thing, and also that I was reaching the end of my 60-day period to dispute the credit card charge, and I would do just that. I magically received the check within a couple days, on July 18. It seems to have cleared the banks; fingers still crossed. I thought long and hard about writing this review, as my threats of writing reviews seem to insinuate that I would not write them if I received the refund.

Upon further consideration, and seeing all the negative reviews about VCS, I decided I needed to write about my experience. I tried everything to reach an upper-level manager or anyone at their corporate office, but every single URL, email and phone number funneled into the same customer service department. I discovered that although they still promote the owner Lyman Cabot and his three sons, Cabot, Gardner and Eliot, and show pictures of the original country store. they are mostly a mail order firm and they have hired at least two (that I know of) new CEOs over the last few years, who they intended to try and turn the company around, and then return leadership to the owners.

I think they are either a failing, formerly honest business, or they are foreign, or now owned by some venture capital company, or something else I would not have expected. The new robe is poor quality, already getting thin in the seat, beginning to fray on some of the edges, and the seams are very uneven. The previous several robes I had purchased from them were a quality product that I was very pleased with. This is not the company I thought it was (and used to be).

I would tell you, stay as far away from them as you can. They can do much better, but I really think its too late for them.

You can do much better. What a terribly frustrating experience.

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  • Poor customer service and could not reach anyone except clerks
  • I think out of usa call center is their customer service dept
  • 3rd party agent handling their returns

User's recommendation: Stay away from this company

Margaret G Hgy

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Verified Reviewer
| map-marker Niles, Michigan

Resolved: Want to order cape

Updated by user Nov 20, 2023

Company fixed the issue and I have been provided with apology.

Original review Oct 21, 2023

I am 84 dont know how to order like that, cant you please call me on my land line269 782 ****

Margaret Grindel(someone doing this for her

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User's recommendation: Old people BEAWAREthey hate us for being ignorant

map-marker Hesperia, California

I decided that I had ordered what I needed

I dont have any complaint. I couldnt remember if I actually ordered.

I order once a year.

So I decided I did order yesterday. I am forgetful Im 80 now.

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User's recommendation: Yes, I’ll share my magazine of yours with my neighbors.

map-marker Portland, Oregon

To see if order came through

Can't get online order to go through. Can't reach anyone by phone, too long a wait.

xxxxx xxxxx xxxxx xxxxx

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map-marker Portland, Oregon

To see if order came through

Tried online order, but, could not get order to finalize. Tried calling on phone with no success. Is there a way to get someone to call me to verify my order?

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Yareni Mnk

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Verified Buyer

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Weston, Vermont

Lied to Customer to get an order-

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The Vermont Country Store - Lied to Customer to get an order-

I called CS about the ship date prior to ordering-and she assured me delivery prior to Christmas! I wouldn't have ordered otherwise so that's really bad customer service to lie to get a customer to purchase!

I am thoroughly disgusted by being lied to-like the lie in the email that I had emailed them when I had in fact spoken with CS prior to ordering. They are stealing Christmas with lies!

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  • Could care less what they lie about for a sale-even christmas

Preferred solution: Deliver product or service ordered

User's recommendation: If you enjoy being lied to then shop this online store but don't expect anything than lies to be delivered

map-marker Hampshire, Illinois

To see if order came through

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I was calling to see if the order I laced came through because I didnt want to place it again. I did not receive confirmation & sinceI didnt receive a confirmation

I have ordered before so thought it could be checked by my name address or whatever else was needed

I was let go without any response

Why does your message to me say pissed consumer.

Com? Thank you

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User's recommendation: Hope to get better customer service

Lynda F
map-marker Old Lyme, Connecticut

Please resolve invoice error

Invoice # 359906****0 (2565) Good day, On Friday, May 28th , I made my first visit to The Vermont Country Store in Bellows Falls, Vermont. My friend, who has visited the store before, took me on a day trip.

We thoroughly enjoyed our day shopping~ while learning the history of the Orton family business. I had some great finds and made some fun purchases ~ including some “gnarly teeth” for our 11 grandchildren to enjoy!! A trip upstairs to “discount savings” provided a few great finds as well....including a nice pink pair of snow mittens for our granddaughter. Upon returning home to Salem , CT I realized that there was an error in how the two pairs of pretty blue washcloths were rung up...

The organic blue washcloths were marked at $4.99 So should have rang up as 25% off that lowest price as stated. Instead I was charged 25% off the original price of $14.95. So I was charged $11.21 (for each set)total $22.42 for the wash cloths instead of $3.74 (for each set) total $7.48. A difference of $14.94.

I considered calling but thought it might be easier to explain and resolve via email. I paid for my purchases with $150 in cash and $51.38 on my VISA card. I am not sure how you might go about resolving this. I am sorry I didn’t notice the error while checking out~ as we could have rectified it then.

Thanks for your attention to this matter.

Most sincerely, Lynda Frausini PS The toasted coconut marshmallows are soooo delicious!! Try them if you haven’t !

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