Waco-based retailer investigated by BBB after complaints of not delivering orders

Posted at 1:17 PM, Jan 29, 2018
and last updated 2018-01-30 18:37:49-05

A Waco-based online retailer is being investigated by the Better Business Bureau after the agency received hundreds of complaints nationwide. 

Within the last three years, All Things Country, LLC has received 477 complaints from consumers in 46 states and Canada from customers who say the retailer took their money and never delivered the merchandise they purchased.

The BBB said over half the complaints were made in the last 12 months. 

The online retailer, which offers a variety of western themed merchandise, has over 159 consumer complaints that have gone unanswered.

One soldier on Fort Hood has been disappointed with the company ever since he placed an order back in April.

While working in another state, Staff Sgt. Timothy Jones ordered his wife a gift from the site to surprise her for their anniversary.

"Placed the order and immediately received an email saying 'your order has been processed, it will ship within 6 to 10 business days.," said Jones. "I didn't really think anything of it until the day before my anniversary when I called my wife to see if she got the gift and she said 'what present?'"

In October, the BBB placed an order for a Camo Leather Realtree Wallet for $43.30. The agency was sent a confirmation email stating "Your order will be processed and shipped out within 6-10 business days."

Two months later, the BBB received an update indicating the purchased item has been shipped.

The BBB said several days later they received a package from All Things Country that contained a $20 Bronze and Silver 12 Gauge Shotgun Stretch Bracelet with a tag labeled "Costume Jewelry Made in China."

"The issue here is that they're not communicating and they're still taking orders," said Adam Price, regional director for the BBB.

When the agency attempted to call the retailer to ask for a refund, they discovered the listed phone number was no longer a working number.

The BBB suggests customers that have not received products or a refund from All Things Country to consider disputing the charge with their credit card companies. 

"I've never gotten a refund from them," said Jones. "Hopefully that company gets shut down because I'm not the only one it has scammed."

The company released a statement on Monday: 

"We have always strived to serve our customers with integrity and honesty. Over the last two years All Things Country has been plagued with events that have hit us emotionally and financially, which caused problems in our inventory and elongated shipping times dramatically. We have been working with our payment gateway to get back of track in order to go out of business in good standing with all of our customers. We would also like to sincerely apologize for the inconvenience this has caused and want to reassure everyone that has placed an order with us will receive the product they ordered, or a refund." 

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