Business ProfileforAcumen Brands, Inc.

BBB files indicate that this business has a pattern of complaints concerning issues with products they ordered online. The BBB sent the business a letter regarding this pattern.

In 2014, Country Outfitter has had multiple active consumer complaints with the BBB of Arkansas.

Several consumers have complained about ordering products and not receiving their products for several weeks past the scheduled date. Consumers have also complained that they pay for expedited shipping but their products were not shipped immediately. They report their phone calls to the business are not returned or they are given incorrect information, such as their product would be delivered by a certain date; when in fact, it was not.

Consumers report general difficulty making contact with representatives from the business, and problems obtaining a scheduled date shipment. Further, they complain that the products shipped are not the same as those represented and that the business makes the return process so difficult that many consumers just give up.

The business responded to each point in the pattern letter. They stated, "There are several factors that have played a part in the volume of BBB complaints that have been issued as of late. The first being that we launched a new warehouse management system during the second week of May. This system is designed to help us run smoothly and efficiently, but we have had several hiccups along the way in the launch."

Additionally; they explained, "The third point in your letter, products being shipped are not the same as those represented and that the returns process is so difficult that customers just give up. We certainly want to take care of any customer that feels they have received products that are not the same as the picture on the website. If the item they bought was a Flash Sale item, those items are non-returnable and can only be returned if there is a defect. In those instances, they will not be able to set up a Return Authorization on their online account but would need to contact us via email or by phone.

We are currently in the process of identifying resolutions to help our warehouse management system operate at its fullest capacity. We are also in the process of hiring more Customer Service Representatives to help with the influx of phone calls and emails that we are receiving.
From May 12th-June 9th, our average hold time for callers trying to reach us was 11 minutes and 26 seconds. From June 10th-June 30th, we reduced that hold time to an average of 6 minutes and 8 seconds. This has enabled us to talk to an average of 24% more customers then what we were able to previously.
We hope by taking these measures that we can better serve our customers and help get their orders to them as quickly as possible."