ComplaintsforVineyard Vines, LLC

• 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.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order for ladies garments online at Vineyardvines.com. I placed and paid for my order. I never received an email confirmation of my order. A few days after I placed my order, i called Vineyard Vines customer service to request an email confirmation of my order but bever received the order email. The shipping box arrived badly damaged and empty. I emailed Vineyard Vines to report this problem on January 9, 2024, but didn't hear back. I reported the problem again on January 15 and received a boiler plate reply with web links to certain customer service problems none of which addressed my order problem. I need a full refund at this stage. I have the damaged shipping box and photographs in my possession.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order Placed: 11/21/2023 Order Number: ******** I feel scammed and defrauded and am looking for a corporate response otherwise I will be pursuing legal means and taking criminal action against ur company for fraud. Subject: Formal Demand for Resolution - Order Number ******** Dear Vineyard Vines Customer Service, I hope this message finds you well. I am writing to bring to your attention the issue I have encountered with my recent order, Order Number ********. Unfortunately, upon receiving the package, I discovered that several items were missing. The missing items are as follows: 1. 7 Inch printed chappy trunks 2. on the go Sherpa full zip jacket 3. On the go rain jacket I have thoroughly checked the packaging and confirmed that the items were not included. As a valued customer, I trust that Vineyard Vines is committed to providing a high level of service and customer satisfaction. In light of the above, I kindly request the following actions to be taken promptly: 1. Provide an explanation for the missing items in my order. 2. Dispatch the missing items immediately or arrange for their prompt delivery. 3. If the items are unavailable, offer an appropriate substitute or provide a refund for the missing items. I appreciate your prompt attention to this matter and expect a resolution within 7 business days from the date of this letter. Failing a satisfactory resolution, I may need to explore further steps to protect my consumer rights. Please confirm the receipt of this communication and indicate the steps being taken to address this issue. I can be reached at ###-###-#### or ************************ for any additional information required. Thank you for your immediate attention to this matter. Sincerely, ****** ***** ###-###-####

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed on order with vineyard vines on October the 2nd, order number ********, totaling $475.20. I reached out to the social media team promptly to inform them my tracking showed delivered but had not been. They claimed they started an investigation with ***, and that *** was unable to get in touch with me, yet I never received ANY contact from ***. First, they would not assist me at all. After pushing further, they asked if I had an alternate address to reship the order, which I do not, I live alone away from my family, so I asked if they could ship it to be left at a *** location and I could pick it up and sign for it, to which they denied and said they could not help me unless I had an alternate shipping address. I continued to attempt to ask for assistance, as I paid over $400 for 3 pullovers and a polo shirt for an upcoming vacation, and am out of this money/order completely. I have been shopping with vineyard vines since I was in middle school well over 10 years ago, and have NEVER had a negative experience. I normally spend over $2000 each season between polos, work shirts, Easter clothes, vacation trunks, etc. and just moved to a new state and placed my first online order to have this experience. I need assistance with this ASAP, as this is not my fault and I will not be out of this much money.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was looking to purchase three polos at the advertised price. Received this explanation: Hi there, Thanks for reaching out. We apologize for any confusion but will be happy to be of help with identifying what is considered a sale style on our website. When shopping a style online, there may be multiple price points advertised on a product's page. We will display the color(s) beneath the price point they're eligible to be purchased for. If you view the example below, you will see 5 colors beneath the price point of of $128.00 and the Sailors Red beneath $99.99. Due it being placed beneath the sale price ($99.99), it is the only color eligible to be purchased at that price point while the others will retail for its full price $128). When shopping styles with prices displayed like the above, please also be sure to select both a color and size in order to determine its price point. We hope this helps clear up any confusion. Should you have any additional questions or need help with anything else, though, please don't hesitate to let us know. Here's where they are wrong: If you need to explain what is considered a sale on your website, you're failing your customer base. I am a frequent VV shopper, although probably not for much longer. I am well versed on the antics VV participates in terms of pricing structure and marketing. Regarding the OUTLET St. Jean Stripe Performance Polo, you can see in my screenshots the item was advertised as $69.99 originally. The sale price of $34.99 (50% Off) Select Outer Styles With Code FALL. I, again, have shopped at VV long enough to know that when you see the sale price and click on the item, more times than not, the most putrid of colors is available at the sale price while every other color is full price. However, in this case, when I clicked on the item, every color available was being sold at $52.49 (25% Off). Not one color was available for the advertised $34.99 price, which is where my problem lies.

  Business response

  09/20/2023

  Hello,

  We have recently made some updates to our website and have noticed a somethings aren't displaying correctly on mobile phones and tablets. We are currently working on a fix so that this does not continue to happen. We would be more than happy to honor the price displayed if the customer would like to give us a call back to manually enter the order on their behalf. Again we apologize for any confusion but are actively working on correcting this issue.

  Business response

  09/20/2023

  Hello,

  We have recently made some updates to our website and have noticed a somethings aren't displaying correctly on mobile phones and tablets. We are currently working on a fix so that this does not continue to happen. We would be more than happy to honor the price displayed if the customer would like to give us a call back to manually enter the order on their behalf. Again we apologize for any confusion but are actively working on correcting this issue.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a order on June 17 for 2 items.. they did not fit, I sent back for a EXCHANGE, they received items on June 20th.. Last week I received a email that the girls shirt was sold out, I ordered new ones and received today.. Im STILL waiting on the boys shirt from original order/exchange.. I have sent at least 10emails to get NO response except wait 30days... I have placed prob 3orders since them receiving my pkg and got all 3 .. so what is issue??!!! This was a bday present that I wont have now for his bday. Customer Service once again is lacking!!

  Business response

  07/12/2023

  Hello,

  Thank  you for passing this information along.

  We state on our website that exchanges can take up to 30 days to process. We suggest a repurchase and refund since refunds are processed much quicker. However, we were able to push through the desired exchanges this morning and they should be shipping out shortly. We truly hope this helps.

   

  Best

  Customer response

  07/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: you "processed " wrong exchange...

  I'm still waiting on my full exchange from item that was returned/received on June 20th!

   

  i provided order# info in Intial file/complaint

   

  its a boys shep shirt...
  
  Sincerely,
  
  ********* ****

  Business response

  07/17/2023

  For the order number provided ************. The customer started a return for and sent back a women's shep shirt which was processed. However, after digging we were able to find another return for a boys 1/4 zip which was also processed and delivered July 13th with tracking number **********************. If there is a different order it would be helpful to have the correct order number to ensure things are processed to the customers liking.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # 011115220031002277509 For Christmas 2022, my father purchased my husband and children a set of seasonal Vineyard Vines pajamas at full price. Once we opened them, we realized that my husband's pajama pants did not fit and we needed a new size/credit to re-order. On 1/25, I requested an exchange label and was sent one immediately via email. I dropped the package in the mail and never heard back. I emailed on 2/5 for a status update and was told they had 30 additional days to process my package return. I emailed again on 5/23, having heard nothing from Vineyard Vines customer service regarding my return (3 months later). No response via email from Vineyard Vines. I emailed again on May 31 with no response. I emailed again on 6/12 and heard nothing (now 4 months since they interacted me and 5 months since I sent my return). I proceeded to call the customer service line and wait on hold for 20 minutes before being helped by a customer service agent named Sharon who told me that while they had not completed my return in full and she would see to my receiving a credit that day. When I heard back with my credit, it was for the full clearance price of the seasonal item i had returned as a christmas gift back in 2022. I asked Sharon why the credit was so low and she told me I was out fo the 60 day return window based on when my father had initially purchased the gift in November. After 5 months of 0 customer service, the inability for a major brand like Vineyard Vines to process a simple christmas gift return, and then the flagrancy of this company to send me a crummy credit (NOT EVEN A REFUND so i dont have to shop here anymore) feels surmount to robbery and just total disregard for your brand name at this point. Vineyard Vines is supposed to be a well established, successful brand.There was absolutely no effort to show positive customer service and instead I got a slap in the face. No response from Sharon via email when I asked to escalate to management.

  Business response

  06/29/2023

  Hi there, 

  Thank you for reaching out.

  I was able to take a look into your gift return from your father and see that you were given a gift card for more that the purchase value of the pj pants for $55.99. I have sent this to you in a separate email. 

  I was able to track your return back to us and it was never received. ******************************************************************************** I apologize about this inconvience as the return would have been processed once we had received it. If you would like your gift to be put back on your fathers credit card, please respond to my email and we will issue you the $50.93 paid for the pants back to the purchaser. 

  Best, 

   

  
  
  
  

   

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to order some clothes from Vineyard Vines and I saw they had a ******** site ****************************" so I placed an order worth $95.00 which was 3 items. It for some reason wouldn't let me pay directly by **** but redirected me to ****** where I paid using my ****. When I paid all I received was the attached ****** receipt but nothing from Vineyard vines confirming my order or showing what I ordered. I knew at that point I was scammed. The payment says it went to "Donna S*******" not Vineyard Vines. I requested my money back through ****** and they rejected me. I don't want anyone else falling for this, this website is not legitimate and should be shut down. When I go on the website they do not have phone numbers or addresses of their location and if you try to put anything into your shopping bag they make you register with your info. I'm very concerned about this website not only taking peoples money but also taking their information. Even if I cannot receive my $95 USD back, I just hope to stop other people from losing money or personal info.

  Business response

  06/23/2023

  Hi ,
  
  Thanks for reaching out. The website/******** ad you mentioned is a fake site/ad.
  
  We do not sell our products through the site/ad that was shopped. We’d recommend contacting ****** again to let them know that the order was placed on a fraudulent site and changing any personal login information you inputted on the site. We are actively working to have these sites taken down to protect our customers.

  In the meantime, we suggest all purchases intended for vineyard vines only be shopped at *********************. 

  
  If you have any additional questions or concerns, please let us know.
  
  
  Best,

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 12/8/2022, I placed a Vineyard Vines online order, #********, for $340.50. There was a discount applied, bringing the total to $192.30. Shipping was $12 and sales tax was $14.31. In this order were 3 "Stretch Cotton Flannel Tartan" shirts; colors were Apres Tartan Black, Charleston Green, and Ice Water. The cuff of the Ice Water shirt separated from the sleeve fabric and it appears to be a defect in the stitching. I contacted Vineyard Vines via their online chat on 2/28/2023 and spoke with "Trevor" who informed me there was nothing he could do, and I would need to email [email protected] with a description of the problem and attach pictures. On the same day, I emailed a description of the problem and pictures to the address he provided. I have emailed on 2/28/2023, 3/02/2023, 3/10/2023, & 3/19/2023 and to date, have not received a response. I have been a longtime fan of Vineyard Vines' clothing and quality so to have a shirt fall apart is disappointing. What is more disappointing is the lack of response after 5 attempts to resolve my problem (1 chat, 4 emails). I would like to get a direct replacement for the shirt or have my money refunded. This is not the type of service one should expect from a company of their size.

  Business response

  03/22/2023

  Hello,

   

  Thank you for notifying us if this issue. We've looked into this and have found no email communication from this customer since Feb 7, 2022. Also not finding any records of a chat from this name or email as we do not have a Trevor that has worked with us. If the customer is able to send pictures we can take a look to see if it is normal wear and tear or a genuine defect. If it is a defect we are more than happy to provide a credit. Our emails are typically replied to within 24 hours so the customer would hear back from us pretty quickly. We truly hope this helps and look forward to the email so that we can best assists this customer. 

  Customer response

  03/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: The business’ response that no record of a chat or email is false. I am attaching the screenshots of the emails I sent.
  
  Sincerely,
  
  ******* *********

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