ComplaintsforVineyard Vines, LLC

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a logo crew neck sweatshirt at the sale price of $39.99 online from vineyard vines as a Christmas present for my son. The order # is *******. He wore it once on Christmas Day. I washed it on delicate. Upon taking it out of the wash I noticed the shoulder seam all came undone. I immediately contacted the company who provided me a return label. I shipped the defective sweatshirt back on December 27th. I have followed up several times and they are telling me it is still in transit back to them almost 1 month later. It is not my fault it may be lost in shipping. I provided pictures of the defect along with order numbers. I am getting no resolution. I would like someone to assist me in getting my refund.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 items from Vineyard Vines that were delivered on 11/26/2022. On 11/28/2022, I returned the package to the local post office using the provided label from the company. I tracked the package and noticed that the last scan was on 12/10/2022 and no further info was provided. On 12/15/2022, I contacted customer service regarding the status of the return since it seemed to be stuck in the mail. I also contacted the post office to start a missing mail search. On 12/20, I received a response stating that if they did not receive it within 30 days, it would result in a merchandise credit. I was hoping they would actually try to help locate the package or provide any customer service at all. That was not the case. I emailed again on 12/20, 12/26, and 12/31 - no response. I would like Vineyard Vines to refund $90.30 to my original form of payment. It is unacceptable to not respond to a customer and it is not my fault that the package is now lost in the mail. Much like the other complaints filed on the site, this appears to be the only way to get a resolution since you can't get anyone to respond to you.

  Business response

  01/23/2023

  Hello,

   

  Thank you for notifying us of this issue. After looking into this we see that the customer was refunded in full for all items returned on 1.9.23. Refund would have hit their card 3-5 business days later. Please let us know if there is anything else we can do.

   

  Best

  Customer response

  01/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While I did receive a credit to my card on 1/10/23, it was not for the full amount of the order.  The order total was $90.30 and my credit was for $79.67 - not sure how they came up with this amount.  After it took over a month to get a response or any resolution, you would think that they would credit the full amount of the order, not some random amount they decided on.  I accept the response but am still disappointed in their customer service and resolution.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order on 12-12-22 and order of clothing in the amount of $125.52 order number********* No response to phone, chat or email. I think this is a scam. Can you reach them because I cannot.

  Business response

  12/22/2022

  Hello,

   

  Thank you for notifying us of this customers complaint. During the holiday season it does take us a little longer to get to phone calls and emails, but we are actively replying and do our best to get to everyone quickly.

   

  After looking into the order number the customer provided, We were able to see this was delivered to the address entered with the tracking number of ******************. We truly hope this helps. Please have the customer let us know if there is anything else we can do for them.

   

  Best

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a return of new unopened items on November 21 (within a few days of receiving them). I received a prepaid shipping label for the **** same day via email. On November 22, I dropped the box off with the items as detailed per instructions by the company. I have the receipt with tracking from the **** which was provided to the company. The company selected the return carrier (I was not given a choice), the company sent the shipping label used (so they can track the package), and I provided them with the tracking information from the **** (again they can track the package). I can’t control when the company receives the package or if the carrier loses the package. I did not select this carrier. I do however expect a full refund for the items I am returning. I have been told I won’t receive any refund if the items are not returned within 30 days. This is unacceptable. I returned the items 2 weeks ago. The company has done nothing to track the package on their end through their carrier. They are doing nothing except to say I won’t receive a refund.

  Business response

  12/26/2022

  Hello

  Thank you for reaching out in regards to our mutual customer. After taking a look into this we can see that this customer was refunded in full on 12.7.22. Below is a screenshot of our return policy which we share with our customers. We deeply apologize for any delays.

   

   

  HOW LONG WILL MY RETURN/EXCHANGE TAKE TO BE PROCESSED?

  
  We ask for up to 60 business days to process returns and exchanges from when they're received at our warehouse. Should you need to expedite your exchange, we recommend that you purchase your new items from our website and then send the unwanted or incorrect items back to us for a refund using a prepaid return label generated here- We ask for up to 60 business days to process returns and exchanges from when they're received at our warehouse. Should you need to expedite your exchange, we recommend that you purchase your new items from our website and then send the unwanted or incorrect items back to us for a refund using a prepaid return label generated. To be eligible for an expedited exchange, you must be the original purchaser—we are only able to process a refund to the original form of payment.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On November 15 I ordered four dress shirts and two golf shirts. I received three dress shirts and one golf shirt. When I contacted the company, they said the order they believed was completed on their end. I replied, and told them that I was still missing two shirts, and they didn’t respond to that email or a follow-up email.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a shirt for $138 last year online directly from Vineyard Vines. They acknowledge the shirt is defective and I returned it at my expense as they requested. After my initial contact in May and after 8 emails along with 6 phone calls (each with approximately 45 minute wait times), I have not received satisfactory resolution. The company converted to a new computer system and unfortunately cannot locate this purchase on my account which shows my other purchases. Ironically they also lost my return. Because of their faulty system and utterly unresponsive team, I have finally been offered a credit of about half the cost of the shirt from the service department manager. Not only have I invested money but also hours of my time asking Vineyard Vines to do the right thing. I deserve and will not settle for less than a full refund of $138.

  Business response

  08/05/2022

  hello,

  While our return policy does state that items one year or older are not eligible for return/exchange we made the exception and offered a credit for the last retail value. However, because of the time spent by the customer trying to receive an adequate resolve we have altered the amount of the gift card he received to reflect a balance of $98.50. If there is anything else we can do, please feel free to have the customer reach out.

  Best

• Initial Complaint

  07/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a shirt on June 16th, order# ********. After not hearing anything about shipping for weeks, on July 6th I tried to reach customer service by phone and email, both to no avail. After more than a month from the date of purchase, I have not received what I paid for or been updated in any way. I would like for the order to be shipped; if that isn't possible, I would seek a refund from this company.

  Business response

  08/05/2022

  Hello,

  This order was cancelled due to lack of inventory. We have sent an email to the customer regarding this on July 15th which also features a promo code for 25% off and free shipping on their next order. We are happy to resend if this was not received.

  We authorized this customer's ****** account but do not charge until product ships. Because we could not fulfil the order we also cancelled the authorization with ****** on July 15th. Although this was all done later than we'd like, we like to make sure our customer's are taken care of. If there is anything else the customer needs they can reach out and we'd be more than happy to help.

   

  Best

  Customer response

  08/08/2022

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased from them and can’t get a response on my refund no one answers phone or emails. They owe me money. They have several complaints on mine for the same issues.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed my order on 6/25/22 order # ********. I have emailed and called the company 5 times regarding my order. I had to return two shirts and was provided a return label and sent these back via ****. I cannot wait to speak to someone for 45 min at a time. I only want a refund for these two shirts. It is ridiculous I have had to spend my valuable time doing this for something that should of been so simple.

  Business response

  08/05/2022

  Hi There,

   

  This return was started 7/1 and received to us 7/25 which is the same day the refund was processed. We advice our customers online and in email that returns can take up to 30days.

   

  The exchange was started and received the same day. The exchange portion was just processed today, but we can cancel and refund if the customer prefers. We look forward to hearing from the customer.

   

  Best

  Customer response

  08/09/2022

  
  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.  As long as I get what I ordered as I should not have had to wait this long for my return to be sent back with a correct size.  I also should not have had to email you multiple times as well as put in this complaint.  This truly is a waste of time for all.  Next time you should just answer your customers email to let know something, poor customer service and poor communication.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered four items online. I never received them. I have attempted Vineyard Vines multiple times via email and telephone with no response. I have also attempted to contact their shipper DHL and received only an auto response. I am owed either my merchandise or a refund that exceeds $100

  Business response

  08/05/2022

  Hello,

  Although our records and tracking show items as delivered, we have processed a refund for the items the customer has not received on August 2nd to their original form of payment which was ****** ***. If there is anything else we can do to help please have the customer reach out.

  Best

  Customer response

  08/08/2022

  
  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.
  
  Sincerely,
  
  ******* *******

*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. ↩