ComplaintsforCounty Farm Tack
Current Alerts For This Business
BBB files indicate this business has a pattern of complaints concerning orders, refunds and communication after purchase. Customers allege they have placed orders, but the orders were never received, or the orders were received with incorrect items. Customers are unable to reach the business by phone or email in regards to issues with their orders. Some customers are promised a return label for incorrect items and refunds, although most customers indicate they never received return labels or refunds for incorrect or missing orders. On June 9, 2022, BBB submitted a written request to the business asking them to address the pattern, 8 unanswered and 8 unresolved complaints. As of July 27 2022, BBB has not received a response from the business.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/25/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made an order on Dec 3, 2021 for an item that was listed as in stock on their website. (Order #******** for $93). They proceeded to charge my card even though the item was not in stock. After several email exchanges and requests for updates it became clear I would never receive this product from this business (if they are a real business), so I requested a refund on July 20, 2022. I received a response from the company that same day that they would give me a refund, but this never occurred and they have stopped responding to any of my inquiries. I have reached out to them 5 times since. It is now Oct 25, 2022. I am coming up on a year since my order and have no product and no refund. Based on their reviews I am one of many people who had a similar experience. If this is a real business, it has terrible business practices and poor management.Initial Complaint
10/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order on 11/15/2021 for Back on Track Quick Wraps online. The online link stated they were in stock. After my purchase and payment went through my credit card was charged. I received 2 follow up emails about a delay in shipping. However the emails have not kept up with the order and I’m getting no response back. I’ve called and emailed several times. I would love to have my money refunded for this purchase that I never received.Customer response
10/21/2022
I have not heard from the business in response to my complaint.I have contacted my credit card company to dispute the charges from County Farm Tack.Initial Complaint
08/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I, unfortunately, have to write this issue. I placed an order for a Thinline Bareback Pad back in March. Tried to contact business via phone but nobody ever answered and voicemail was always full. Now it says voicemail is not set up. I have contacted them via email multiple times. They have responded twice. Once to tell me my order came in at the beginning of June……still have not received. They told me of staffing shortages of which I was completely understanding. I held out a little longer. I have requested a refund since then twice. No response still. Almost 6 months and now riding season is almost over. I feel for the fact that they are having issues and I think it’s been long enough without any resolution. My money is tied up when I could be purchasing from another business.Initial Complaint
07/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a heater from this store 1-10-22 in the amount of $351.55 and have not received the item. I have tried to contact the store many times by phone and email and receive no response. I would like a refund of my money since it appears the store has no intention of contacting me regarding this issue. ***** *******Business response
07/29/2022
We just received the first email from you at 4:14pm after close of business today. We have responded but we don’t have any orders under your name?Customer response
08/11/2022
I am rejecting this response because:THIS HAS NO BEEN RESOLVED / I STILL DO NOT HAVE MY ORDER AND HERE IS THE ORDER NUMBER THAT THEY CLAIM THEY DO NOT HAVE - THIS COMPANY IS A SHAM
PLEASE DO SOMETHING ABOUT THIS!!!!
Business response
08/11/2022
We could not ship this order because it was showing the customer did a chargeback through her credit card company and therefore received the money back for the heater?Initial Complaint
07/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On January 28 I ordered a Back on Track Dog coat which was advertised as being in stock. My order # was ******** County Farm Tack informed me a week later that the expected shipment had not arrived. This went on till late March when I decided to cancel the order and find a coat elsewhere. County Farm Tack accepted my cancellation and were apologetic that they had been unable to fulfil my order. But they have not refunded my credit card for the $80.65 I paid. I have tried to contact them both by phone and by email, with no result. I am 76 years old with a very small income, so this is a large amount for me.Customer response
07/18/2022
I have not heard from the business in response to my complaint.I have tried to call the business several times. I have also emailed them. But I have not been able to reach them by phone and they have not replied to my email.
Initial Complaint
07/05/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 1/18/22 I ordered from County Farm Tack online. I ordered 1 equine boot, small for a total of $88.45 paying by my AEX card. I have not received the product. I communicated via email to County Farm Tack at info@countyfarmtack.com 1/18/22 the day of the order # ******** they reported the item was on back order and expected in a few weeks into February 2022. 1/19/22 I replied that waiting was ok for this item. 3/22/22 I emailed asking the status of the order. I tried to call Customer Service multiple times but the voice mailbox was full and I could not even leave a message. 3/23/22 I allegedly received an email (I can't find that one in my records) saying the boot was supposed to arrive at their facility on 3/25/22. 5/23/22 I emailed them again. Since then I NEVER heard anything further.Initial Complaint
06/09/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Like many other complaints against County Farm Tack, I placed an order on November 12, 2021 for two pairs of Back on Track quick wraps and some 1/2 chaps for a total of $245.29. I received a call and an email about BOT delays and was ok with that. However, at this point I have called and emailed asking for an update and have received no answer, no return call, and the mailbox is always FULL. At this time I would be satisfied with a refund.Business response
06/09/2022
We are very sorry. Yes we are still waiting on Back on Track items and it is a worldwide issue. We have tried to stay in constant contact with all customers but if we have missed an email we do apologize. We do have several email correspondence with you. But we will remove you from the backorder list and issue you a full refund.Customer response
06/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. However, there have been others before me who have also accepted this option and have not been offered a refund. I will report back within 10 days if no refund has been issued.Initial Complaint
05/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On December 19, 2021 I placed an order, Order#********, for $237.00 plus shipping for a total of $253.85. This order was for a King Series synthetic saddle, part# *******, 15" and black in color. I was then informed of a shipping delay for raw materials until the end of April. I confirmed I would wait as it seemed reasonable enough with how shortages seem to happen lately. During mid-May I decided to contact them through their website two separate e-mails but that seemed to nowhere. I did however reply to the email that informed me of the delay and was answered and was told I would receive an update on my order "when the warehouse opened". I have since then sent two additional emails in the same chain asking about my update or a refund and have gotten no further response.Initial Complaint
05/24/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On April 14th I placed an order. I received email confirmation and my card was charged. I have tried multiple methods to contact this company phone, email, Facebook profile page, direct Facebook messenger. I have gotten exactly one response when I posted in response to someone else's complaint that I was having the same issue. I was told my items would be in stock the following week or I could get a refund. I gave the benefir of the doubt and said i could wait 1 week. It has now been almost 6 weeks. I just want a refund and to be done with this either scam or severely mismanaged company. The items ordered are hard to do find and this company did not bother to update their inventory and were dishonest about the availability.Initial Complaint
05/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On 22-Nov 2021 I ordered, and was charged, for "Back on Track royal tendon open front boots". I was charged $84.20 by County Farm Tack for order ##********. Subsequently, I started to be informed about shipment delays "due to COVID." I was initially quite understanding. The business called me a few times to let me know that the boots would be delayed "another few weeks." They also encouraged me to remain on the waitlist because if I canceled the order, I would move to the bottom of the waitlist if I reordered. The last time I heard from this business was 15-Feb 2022 (see email chain). They indicated that the boots were still on backorder. I then followed up three times via email and probably ~10 times via phone. However, they never answer the phone and the mailbox is full. I have not received a reply to my emails, been called, or received any updates about this product. In my last email (18-May) I requested to know whether or not the item had been shipped and if not, I wished to receive a refund. At this point, I am not sure if this is a legitimate business or not. They cannot be contacted via phone or email an, to my knowledge, never sent the product I was charged for. I am requesting an immediate refund for this purchase.Business response
05/23/2022
Hi,
we are sorry you feel that way. We are definitely legitimate business. Back on track is still experiencing delays worldwide. We do have notes where we tried to stay in constant contact. I will make sure we reach you during business hours tomorrow.
Customer response
05/24/2022
I am rejecting this response because the company did not call or email me today regarding this issue. At this point I do not think a phone call is necessary as I am simply requesting this order be canceled and my payment immediately refunded. However, I am willing to discuss further via phone if needed. Thank you for your attention to this matter.
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Customer Complaints Summary
35 total complaints in the last 3 years.
5 complaints closed in the last 12 months.