Complaints

• Initial Complaint

  12/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Have not sent items as part of delivery when shipment was supposed to go out three weeks ago.

  Business response

  01/07/2025

  Hi there,

  Thanks for reaching out. We're so sorry that you didn't receive your entire order initially.

  We're able to see that you contacted us in late-December and one of our crew members was able to reship the items you didn't receive. Those items show to have been successfully delivered on 1/2/25.

  We hope you're enjoying all your items and please let us know if there's anything else we can be of help with.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Vineyard vines is charging then reserving the charge for a purchase I made on December 2, 2024. The original charge occurred on December 8 and I received the item on December 10. However, on December 9 I was charged again and then it was reversed and continues to occur daily. I emailed them on December 9 and received no response. The charges continued so I called and finally reached someone on December 12. Christopher advised it was hung up in the system. He was professional, nice, and apologetic. He assured me the charges would stop immediately. However, they are continuing to occur daily at the same time, 7pm every night. I have been unsuccessful in reaching the company on multiple occasions, spending long times on hold, to have this resolved. I have made repeated efforts to resolve this myself with no success. This is unacceptable business behavior so I am filing this complaint seeking resolution.

  Business response

  12/20/2024

  Hi *****,
  
  Thank you for reaching out.
  
  It appears that your items shipped out separately and were delivered to you. We strive to fulfill orders in the most efficient way possible. Sometimes this means sending items in split shipments from different locations. If an item is unavailable at our warehouse, we check our stores to see if they have the piece available to send to you.
  
  Please also note that since we don't charge for items until they ship, the order total will be charged to your payment method in split amounts as well. Each charge will respectively reflect the items that are sent out in each shipment. To confirm this, you can add the sum of all charges and will find that they equate to the order total initially reflected on your order confirmation. We do sincerely apologize for any confusion or frustration caused by the reauthorization that occurred on a daily basis for the period of time you described.

  We do show that the ******* ****** ****** Shirt that took the extended time frame to ship has provided no update since the label was created earlier this week. With that the case, we've gone ahead and expedited a replacement to you so that it arrives by 12/24.
  
  We hope you’ll enjoy all of your items! If you have any additional questions, please let us know.

  Customer response

  12/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: You did not explain the daily charges made to my card for the poplin shirt, as shown in the screen shots provided in the original complaint. Additionally, you sent me a second shirt that I did not request. The charges have stopped as of Dec 16. The items do not fit and I wish to return but am hesitant to do so since you are having system issues. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order that stated if you buy over $150 we will include a blanket and I did so and at check out, the throw was in my cart and showed as part of my order. A couple days later they “cancelled” the throw stating they were out of the product. I spoke with Heidi in customer service who was upset from the get go … I have heard I am not the only one this happened to and boy, you could tell Heidi was ready and rehearsed with her answer. She was upset on pick up and I said that to her - she continued to say we charged you nothing so we can’t refund or replace. She also stated that the website stated while supplies last. If I went to a store, I would walk out with it, if I order online- I expect them to know their own inventory. Heidi also lied- the stores were helping customers about being able to do a replacement of merchandise. It is super easy to know when people are ordering online if the offer runs out- if inventory has been depleted… but instead they simply cancelled and said too bad - we ran out- it is your problem. If they ran out - I would expect it not to show in my cart- I would expect it to say supplies were exhausted - super easy for them to know (we have 100 throws and have reached 100 orders so the blankets are gone but nope- they chose to continue showing availability and AFTER the fact cancel the promotional item without any consideration. This is an unfair and deceptive practice that they wantonly use. I placed my order November 29 and they shipped everything but the throw on Dec 2 and cancelled the throw on Dec 3. I am entering value of missing item since it was part of the value of the whole order that was taken into consideration.

  Business response

  12/20/2024

  Hi there,

  We sincerely apologize for the blanket in question not being able to be fulfilled. We have reached out to you, *****, via your email on file (*******************) as to a refund that was issued for your order as an apology.

  Please let us know if there's anything else we can be of help with.

  Customer response

  12/30/2024

  I am sorry but I have been waiting for a response this whole time and never received one. I queried my email to see if I missed one but I promise it is not there- the business is lying yet again when they state they offered a refund- they did not. This is a pattern and prescribe for this business and they should not be able to operate unfettered misleading consumers and clearly lying and even giving you super misleading information. Ask them for a copy of the refund- I never saw one … just super disappointing businesses can openly commit fraud. Anyhow - please ask for copy of refund- I guarantee they do not have a copy because they never issued one - or even a like kind exchange. 

  Customer response

  12/31/2024

  Some good news- today I received an email offering credit against order that makes up the difference and I believe Taylor will follow through. Thank you for helping and please know they appear to be doing the right thing.  :)

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After placing an order with an extremely misleading advertisement, I eventually received two jackets. The jackets were of absolutely terrible quality. I have attempted repeatedly to contact this company and receive a refund. No response at all! I’m not sure how they stay in business, but it is definitely accompanied to avoid at all cost! $250 completely down the drain.

  Business response

  12/11/2024

  Hi there, 

  We are so sorry to hear that you did not like your jacket. We were able to take a look at your order and see that you have started a return for your order. Once we receive the items we will refund you in full. 

  Please let us know if there is anything else we can assist you with. 

  Best,

• Initial Complaint

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for some shirts specifically before the holiday rush when things would be in stock. I placed an order & paid via ****** where I received an order # from ****** & then an additional email from Vineyard Vines with another order #. I never received any shipment(s) & it has now been 3 weeks. I sent an email a week ago & nobody responded. I called today & dealt with a rude girl over the phone that says that neither of my order numbers were valid & I would have to place a new order. Now every single item I orders is not in stock. At no point did anyone notify me that there was any issue in fact I don't know why Vineyard Vines would send me a confirmation email stating that my items will ship shortly. This is seriously disappointing!

  Business response

  12/11/2024

  Hi there,

  Regarding this customer's inquiry, they were flagged several times by our fraud order review service for suspicious activity. However, due to their repeated attempts and volume of orders being placed at the time of theirs, it appears the order attempt they received a confirmation for did not initially get reviewed. Once it was, however, it was flagged and failed as well. They were not charged for this or any other attempt.

  Business response

  12/11/2024

  Hi there,
  
  We were unable to find any orders successfully placed with the information provided. If your billing address or other credit card information is incorrect when you try to place an order, the order will not go through. Since an order does not go through we do not charge you. Any “charges” you see pending on your account are actually failed authorizations. We have gone ahead and reversed these so that they fall off of your account within 24-48 hours and no longer appear as pending. No money was taken from your account. We have messaged the customer personally via email.
  

  Customer response

  12/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have an order confirmation email from Vineyard Vines that my order was placed.  At NO TIME did Vineyard Vines state that there was any issue or that the order was cancelled or not approved.  I should have never been sent an order confirmation if there was a problem end of story.  The only time I found out there was any sort of issue was when I inquired as to why I never received the merchandise I ordered before Thanksgiving 3 weeks ago.  & of course now ALL of the items I ordered are not in stock!  Why is Vineyard Vines acting as if I am at fault for this mess??  Does Vineyard Vines feel they did nothing wrong here??  If this is the case & they do not wish to even attempt to make their screwup right I'll be sure to NEVER do business with them again & certainly will share my experience with everyone I need to.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This business continues to put certain items at very attractive sale prices that it doesn't really have in stock and cancels that part of the order, hoping that you have made other purchases that aren't as good of a deal along with them. I have had four orders canceled in the past two weeks- they need to be help more accountable for this practice. Their inventory tracking cannot be so bad that half of my orders get sent back to me as unfulfilled.

  Business response

  12/23/2024

  Hi ******,
  
  Thank you for the feedback. With every product we make and every order we take, we are nurturing a relationship. For us making sure our customers are happy is everything. We were sorry to hear this was not the case with your experience having items canceled from several recent orders.

  We thoroughly search our warehouse and store inventory to fulfill orders, but in these instances, it looks like the items were completely sold out. You were not charged for the canceled items (we only charge for items once they ship). As an apology for not meeting your expectations, we have sent you a separate email with a gesture of good faith for being such a valued customer.

  Please let us know if there's anything else we can be of help with.

  Business response

  12/23/2024

  Hi ******,
  
  Thank you for the feedback. With every product we make and every order we take, we are nurturing a relationship. For us making sure our customers are happy is everything. We were sorry to hear this was not the case with your experience having items canceled from several recent orders.

  We thoroughly search our warehouse and store inventory to fulfill orders, but in these instances, it looks like the items were completely sold out. You were not charged for the canceled items (we only charge for items once they ship). As an apology for not meeting your expectations, we have sent you a separate email with a gesture of good faith for being such a valued customer.

  Please let us know if there's anything else we can be of help with.

  Customer response

  12/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I appreciate your support as multiple emails to the vendor went unanswered before you stepped in to help.

  
  Sincerely,
  
  ****** ******

  Customer response

  12/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I appreciate your support as multiple emails to the vendor went unanswered before you stepped in to help.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hi, I was supposed to have received this last week and used to be able to see the tracking. Now even the tracking has disappeared. I have waited a few days extra to see if it would show up but nothing. What should I do? Thanks. Order info is below: Tracking Number: 420405269261290339712514310754 Order Placed: 09/05/2024 Order Number: ********

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  So I purchased a sweater. My mother in law shrunk my fav sweater ever of course she would. I thankfully get a replacement in the nick of time. I add it to cart. It’s on sale it lets me add it. Then I add in extra stuff to get free shipping. I get my whole entire order with everything but the sweater. You all have a packing slip that says the sweater actually sold. Why the heck was it in my bag then? Why did you all let me buy it in the first place? This isn’t even what made me most upset. I wrote an email to cooperate. Got ignored. This is so unlike vineyard vines. Or maybe it’s not and yall just do this to customers who have come in and just bled money out into the establishment. Yall can call the Lexington ky location at the Summit at Fritz farm shopping center. Tell them my name ******** ***** ****** and they can tell you just how much I’ve spent in that store between my husband **** ******* and I. Literally if you call them. They can tell you I have been in your store almost daily for a long time now. I always go to vineyard vines for one reason and one reason only. The class. The attention to detail and consideration. I literally can not believe this happened. I’ve never experienced such a thing in my entire life. Esp not from such a reputable company. I’m really upset that the situation even happened and even more upset I had to come to the bbb to solve this. Also unexpected. It was the cropped cable sweater. I want you all to find one in the archive and send it to me.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been trying to get in touch with Vineyard Vines regarding my return. It keeps saying pending return. I have called and and written emails. Everyone says I need to be patient. However, orders that were returned after having been credited. Order # ************, for $1124.98. The last person, I spoke with says all they got was a dog collar.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Vineyard Vines LLC partnered with professional golfer ****** ***** for a $500 gift card give away on the social media platform Instagram. The instructions (taken from ****** *****s post on 14 February 2024) is as follows: To enter: Like this post. Follow me (****** *****) and vineyardvines Tag 3 friends A winner was set to be announced 21 February but was never announced.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩