Complaints Against Country Cottage or Jill Rovito
Rockland, New York

ctycottage@aol.com

If you have questions about the complaint,
please contact the person who it was filed by.

I saw the ad from Country Cottage in a beanie baby collectors magazine ( mary beths). They were offering to buy, sell, trade ty beanie babies. I was interested in a trade of my germania plus cash adjustment for a libearty. Country Cottage offered me the following trade: I supply germania and pay $220 via my credit card and they supply libearty. I was to send my germania to them in tappan, NY, my sister who lives in SC was to phone them with the credit card details and they would then dispatch libearty to my sisters address in SC with track and trace insured. I posted my germania on Aug. 14 in Plymouth/Devon/UK international airmail express recorded. According to my post office the parcel arrived at NY Kennedy Airport on Aug 17. My sister phone the Country Cottage on Aug 26 to check whether they received the parcel. They confirmed to her they received my germania on Aug 24 and would now debit my credit card and dispatch libearty within two days. By Sept 7 my sister had not received libearty and they also had not replied to various enquiries I sent them via email and fax. I asked my sister to see what was going on. They told my sister on the phone on Sept 7 that they dispatched the libearty on Sept 2 but couldn't supply a track and trace number, as their computer was sown. THey explained the delay in posting the item( remember it should have gone in August) with a "company vacation/holiday". I then sent another email demanding the track and trace number, as still no libearty had shown up in SC. I received no reply. On Sept 10, I sent another email and fax informing them I would take legal action and report them for mail fraud as still no libearty had shown up. It was only then they sent me an email telling me that Libearty had not been dispatched as they had problems with my credit card, there fore I had not paid for it and therefore they would not send it. THey did not explain the nature of the "problems" they were allegedly experiencing not did they explained why they initially claimed their libearty had been mailed. They furthermore did not explain why I wasn't contacted when the experienced problems which would have been the obvious thing to do. I contacted my credit card company who assured me there were no problems fro their side. I then again contacted Country Cottage asking for an explanation, I also demanded they now supply my libearty by Sept 17 or if hey were not in a position to do so to return my deposit to me. Country Cottage came back to me by email and said my order was on hold as I had not paid. And that was that. I just count think of anything else to do so I made a phone call to NY o tuesday Sept 14 and talked to Jill Rovito myself. I asked whether we could compare he credit card details. We did and jill said she had a completely different credit card number on file. HOORAY, PROBLEM SOLVED!! I thought. Jill said she would debit my card straight away and sent libearty the following day. If any more problems should arise she would contact me. Just to be on the safe side I phone the credit card complaint on Wednesday to see whether the payment had come through but no claim was made by Country Cottage., Subsequently my husband phoned Jill Rovito again on Wed Sept 15 to see what was going on. She claimed she was very busy the day I spoke to her and just didn't get around to doing it. She assured my husband she has indeed libeary in stock ready to ship and promised she would either debit my card the same day or thursday morning the very latest and then ship libearty track and trace. She promised to email me the track and trace number as soon as libearty had been mailed on thursday. I never received an email with the track and trace number and when I phoned my credit card company on Friday sept 17 still no claim had been made by Country Cottage!! I sent them another email the same day ( friday Sept 17) asking one last time for an explanation. I futhermore now demanded my germania back as I think that I was patient enough. Please note that once again Country Cottage did not reply to my mail. I sent off complaints to the BBB as well as the Rockland County Department of Consumer Protecton and USPS Inspection Services ( complaint for mail fraud). On sept 20, I recieved an email from Jill Rovito in which she claimed her shop in Tappan had been hit by Hurricaine Floyd and she has been withoutrpower and fax/phone for several days. She claimed she was without phone since the previous Wednesday. She unfortunately forgot that she talked to my husband on the phone that Wednesday. And there was no mention of a hurricane or a power cut when she talked to my husband on the same telephone that was allegedly out of use on and since that day!!! I checked with my sister in SC and I was told Floyd never made it to NY. Not according to US weather reports anyway!! On Oct 1, strill nothing had arrived. No libearty, no germania. I sent Country Cottage another email asking whether they had either sent my libearty or returned my germania. I received no reply and had to send two reminders before receiving a mail simply stating I would receive a parcel soon and they would no longer talk to me. ( they obviously had been contacted by the above mentionsed consumer protection authorities). I demanded they inform me what they had sent me-- Libearty or germania but again they chose not to reply, I started to post them on Internet Bad traders lists and inform fellow collectors. At this point I contacted Trudy the elf at the bad traders list. When she emailed them they told her that they had sent a check to me for $79 to pay me for my germania. They told her that I had agreed to this as this was the amount that they said was germanias value. She relayed this info to me. I emailed them and her telling that I had never agreed to anything like this. I pointed out that I did not want their money but my germania bear. They emailed me back with certain conditions and if I chose to adhere to their conditions they would complete the deal. They demanded that I send them CASH to pay for libearty as I was a credit risk as I had allegedly told people that I would stop payment on my credit card as soon as they tried to debit it ( which is complete nonsense and quite wierd as they told the BBB I was a credit risk because my card company rejected the transaction which is also untrue) If I didn't send cash to pay for libearty they would only return my germania if I returned their check for $79 and then paid $30 cash to pay for the return of my bear. I pointed out that I was not in possession of a check from them and that $30 postage charges for a bear the weighs about 150 grams was also completely unacceptable. My sister got a quote from USPS and was told it shold cost no more than $8-10 from the US to the UK. I wrote back to the BBB and the Rockland County Department for consumer protection putting these things right. Country Cottage told both authorities they had paid me for my bear with a check for $79 which was allegedly agreed upon and also that I had refused to  pay for the return of my bear. I have put all of these things right and still wait to hear from these authorities. I instructed Country Cottage to send the bear to my sister instead - who would send them a money order for $8.05 to cover the return of germania from NY to SC. Country Cottage was to return my germania to SC and to send it track and trace insured and volunter the tracking number. They received the money order from my sister on Nov 15 but claim the money order was filed out incorrectly-they said they would check with their bank if they could get the money. It is now November 20 and I have still not heard anything from them. They have not emailed me a track and trace number. They have not done anyting. They are now in possession of a money order for $8.05 from me and also my mint germania. I have still not received anything. I have also been contacted by the USPS Inspection Services who are investigating my mail fraud charges against this company. If Country Cottages does not resolve the matter within a certain time frame I have to inform them so they can take further action. If all of this does not help to get my bear back I will be left with no choice except to take legal action against the compny. They are not only lying to thier customers but also to authorities!!! As this company is shamelessly advertising in magazines and on the internet other collectors must be warned . This company obtaines their merchandise by fraud. I have come to the conclusion that they never intended to send a libearty and most cerainly do not intend to return my property either most likely because they have already sold it. I would also like to say that I have all the tapes from my voice mail when I spoke to Jill on the phone. I am glad now that I do have the phone set-up, and they can't even deny WHO was on the phone.. because on the tape it is clearly to be heard - me asking: "Is this Country Cottage in Tappan" - them: "yes" - "may I speak to Jill, please" - This is Jill" - "Sorry, I didn't get your last name?" - "Jill Rovito"..... then it proves beyond doubt that I gave the exact credit card number... so, if they claim they had a totally different one on file.... they are either lying or illiterate. During the other phone calls made, I already asked for Jill Rovito... and the reply was: this IS Jill Rovito.... the dates, the excuses, lies, contradictions... shipped, computer down etc... ALL ON TAPE!

First of all may I say that this is the our business, but for your information may we give you a synopsis of the situation as Ms Mason would rather not be heard. She indeed did send a MWMT Germania for a trade for a MWMT Libearty plus $220 in US funds, which was received on 8/28/99. She supplied a credit card for the balance of $220, which was attempted twice, both times declining, therefore the funds of $220 could not be secured. We therefore tried to contact her with our problem and she took a defense that we did not have the item in stock, we reassured her we did and we needed to verify her credit card which SHE did not want to do over the internet, we were contacted over two weeks later and only after over three emails requesting her contact only to find another credit card number given, this was 9/15/99. Her item was packed and we were attempting to secure a charge on her card when Hurricane Floyd hit our area. Our location was severely hit by the storm and phone and electric were out for over 4 days. (our shop is located in NY). We attempted to use our processor for our credit cards and were advised that these lines would be down for several days. Once we got back our phone lines we were able to email her regarding the situation, but she had no regard and told us she would have no further contact with us, as noted in three separate emails. We attempted to satisfy her but she just kept insulting us, so we told her we were not interested in completing the trade because she was going to dispute the charges anyway per HER. So instead we sent a parcel which included a check for $79, which was the trade value agreed upon for the Germania, With an apoligy inside explaining we had serious flooding at our location, and apoligized for the delay. Again, we have good customer service, but this women was nothing but nasty and deflamitory and we could not please her, she changed her mind several times and we did the best thing for both parties and paid her the agreed upon value of her beanie. This was the fair thing to do and we believe we treated her fairly. thank you  Jill M Rovito
PS: Each one of her email was answered with one day, but this was not good enough for a women who oviously should not do any trading. Please beware of her, she and her sister as we would like to file a complaint again her also...Yes we have mailed the check on 09/29/99 and yes we both agreed her Germania had a trade value of $79, so we are square per our side, it just a matter of receipt on her end. thank you   (cautionlist--please note she stated check was mailed on 9-29-99 and to this date no check was ever received, they also had no proof of any agreement that germania was valued at $79 and that she would accept that for it. Also please note email below that was sent to Nicole from Country Cottage stating what they thought value of Germania was and nothing about the $79. I also want to point out that Nicoles credit card company has legally CERTIFIED that Country Cottage never even did attempt to make any debits)

Currently Germaina is only $160-200 and Libearty is $299-350. If a trade were to be completed you would need to pay the difference in cash or supply more of a trade with Germaina. thank you

Please be advised if Ms Nicole Mason contends she did not receive the money we can supply proof of delivery as this was sent registered and certified US mail. We understand your position, but please also be advised we will not stand for her repeated lies. Please do not make this any more difficult than it already is, the proper authorities are involved and we are making every effort to complete the trade in a satisfactory manner, but this must be acceptable to both sides and Ms. Mason is not willing to contend she is a credit risk at this time, but we have been advised to take this action and have indeed answered her email. As I was out of town for three days, this dose not mean we are ignoring her, just on vacation...( Cautionlist asked for this proof of mailing the check but that question was ignored and they sent no proof).

You have been in possession of my property and my Credit Card details since August. You failed to provide the goods you offered to me. I have given you enough time and various deadlines to supply the goods. But all you could offer were more and more elaborate excuses and promises you obviously never intended to keep. This failure to provide the goods is therefore a breach of our agreement. You are the one who breached this agreement. I am no longer interested in your Libearty. I have found another supplier who knows what customer service is. I will be buying there instead. Being the party who breached the agreement you are in no position to dictate conditions to me.I am once again requesting the return of my property i.e. MWMT Germania. Please note that I have never received any money from you. I am therefore unable to return anything that I have never received. If you feel this statement to be incorrect please supply a Proof of Delivery for this imaginary cheque you allegedly sent. US$ 30.- is an unacceptable amount for shipping one item that weighs roughly 150 grams track and trace airmail to the United Kingdom. ( I will get a quote from USPS myself to check the accuracy of your quote.) But I am not prepared to discuss this with you any longer. You will return my bear to my sister's address in South Carolina, instead. Track and trace within the US for such a small item costs no more than US$ 4-5. I am sure my sister will be happy to send you a money order for that amount. Nicole Mason Plymouth , United Kingdom

we have returned the property at the other parties expense on 11/17/1999 via US Priority Mail, Confirmed Receipt. Also note, it took your party over 10 days to supply the Money order for the return, which was received on Monday 11/15/1999.

I actually won a bet with my sister. When she agreed to send the money order for me (she lives in South Carolina) we wondered what the next excuse of Country Cottage would be NOT to return my bear. My sister said they would probably claim the money order never arrived and I said they would claim there was something wrong with the money order. And here we are : I WON !!!! They opted for excuse number 2 !! If it wasn't so sad it would almost be funny. My sister also collects Beanies and does a lot of trading over the net. She also participates on internet auctions to get some HTF Beanies. She buys and sends money orders on a constant basis - almost weekly !!! She says she most certainly KNOWS how to fill out a money order - she has done it often enough. The bank will pay the money to the named beneficiary on the money order. The money order has been filled out correctly. That's all there is to it. It is just another excuse from Country Cottage. The irritating thing about this is that they are wasting peoples time. The entire matter is getting very tiring and annoying. All I want is my property back and then never have any more contact with this company. Unfortunately they are prolonging this nightmare more and more. And I don't understand why. I have paid for the return of my bear and they still won't return it. I still suspect they have sold my bear and haven't got a replacement to send to me. That is the only explanation left. I think it is the right thing to put them on the bad traders list now. I will send you the complete case summary as soon as it is finished.

You claim you have sent my Germania on November the 17th to Greenville / SC I paid for track and trace insured shipment. You were instructed to volunteer the track and trace number. I have not received this number. My sister has not received the bear.You are in possession of my bear since mid of August 1999. You are in possession of US$ 8.05 to cover its return postage to Greenville / SC. You will now immediately return it tack and trace insured for US$ 300.- as agreed and immediately upon despatch advise me of the track and trace number. Failure to comply will result in legal administrative action not only by myself through my attorney but also through investigating authorities. You have been warned.

just had a mail from my sister. She Has NOT received my bear. It should have been delivered 11/20/99 if Country Cottage told the truth. It has not been delivered.....Please put them on the bad traders list. They will be sued for fraud, slander and now also theft. My attorney is preparing the paperwork now. Thanks for all your help.Best regards Nicole

I am sorry to have to bother you again, but you were so good last time I thought I would ask again. Last time the seller was in Canada but this time its a company in the States. It starts out on March 20,2000 with me reading an add in Mary Beth's Beanbag World mag. Country Cottage@aol.com stated that they sold and did trades. I e-mailed them to inquire if they would trade Brittania Buddies for Maple Buddies. THey answered promptly saying they were short of Maple Buddies and would love to do a trade. We agreed on 4 MInt Maples for 4 Mint Brittanias. I mailed mine off registered mail in 2 parcels. I did not hear back from them nor did they answer my inquiry on safe arrival of packages. I telephoned them in New York on April 4 and they assured me that the parcels had in fact arrived and the Brittanias had been shipped out. Well 15 phone calls and 3 MONTHS later I have not received them. Apparently they got lost in the mail, found and they are now awaiting their arrival to ship again. I guess I wonder if I am getting the run around I don't wish to make a federal case out of this, but they NEVER returned one of my phone calls. When I call there they are friendly but I have never gotten a shipping date or anything specific. The last phone call my friend made and they said they had the paper work to prove they had shipped, so were told by my friend to FAX the information to her. That was last week. I am afraid my patience is gone. If you can help or advise me in some way i would really appreciate it. The owner's name is Jill. I have saved the e-mails and have all the phone records.  Lorna Harrison

traders_name: Jill Comments: http://www.countrycottage.org/plush.htm

He is managing the store. I paid money at the end of July. However, an article does not arrive. Repeatedly, although I am urging by being mail, I do not have a reply from him.   He is a thief.

I ordered a Warner Brothers Wicked Witch plush doll from the Country Cottage website on Oct. 29th, 2001. I've sent two e-mails since Oct. asking where the doll is. I've been told that because of the 9/11 tragedy, shipping will take 4 - 6 weeks. That time has passed. I called Jill Rovito at (845) 732 - 9797 and was told that the doll would be coming shortly. I was given no information about how it was shipped. I found out after the fact that this trader was on your caution list. Our order number is: 1004376119 and our user ID is: rost1. Please help us get our doll as our credit card has been charged already.   JR

We received today our missing item. It arrived from Country Cottage Online on Dec. 24th. Not bad but we ordered it on Oct.29th. JR

Placed an order for "in hand" Ty cat in November. Credit card was charged immediately, before shipping. HAS NOT BEEN SENT as of a month later! Called, and they said that we needed to cancel in writing. We composed a Fax, but the fax line they post on their website doesn't work!! Called again, claimed they had fax turned off to process more credit cards for the Holidays, and we couldn't cancel!!! They said we could "mail" it, but with no guarantees! They are making FALSE claims about ship policies that are NOT on their website as claimed (ie- allowing 6 weeks for delivery) BAD NEWS!! BEWARE! Shop elsewhere!

I ordered a Cal Ripken Bear (Gold Series) on 19 February 2002 paid by credit card. I e-mailed ctycottage on 14 March to inquire about the bear. They stated that due to Sept 11th, shipping was delayed. I e-mailed again on 3 May to follow up, because I still had not received the bear. She replied that they would expedite the order. I did another follow up on 5 June to see if there was a problem in fulfilling the order, and if so to credit the money back to the card. This e-mail was read, but remains unanswered. I just sent another follow up e-mail to just have the money credited back. Upon finding this website tonight and reading the complaints on country cottage, I thought I'd add mine to the list. Very bad business going on here!!

I just found your site with its bad trader entry about Country Cottage. I placed an order on their web site on January 8, 2002 for Ty Classic Honey the Dog, quantity 2. My credit card was charged the same day. On January 28, I emailed them asking where the dogs were. I received an email on January 29 from "Jill" that said they were "currently running a bit backlogged on all orders due to the circumstances here in NY." I emailed them many more times over the next few months and got no response. I started calling their store in March and at first they said they couldn't contact their web site manager because she was on maternity leave. After several more calls, I was told that they would be receiving the dogs on April 25 and I would get them shortly thereafter. I called again in mid-May and was told that the owner had to make a special trip to Pennsylvania in early June and would pick up the dogs there and mail them to me. It is now July 10 and there's still no sign of them. Also their web site (www.countrycottageonline.com) has vanished and they don't answer their phone anymore.

I placed 2 different orders with them and was charged for 1 on 5 June 2001 for $125.00 and 1 on 18 August and was charged for $383.50. Have emailed them and phoned them every week since and got told they have been sent. When I asked for a refund was told to write in which I have done twice and still got nothing     Sue