ComplaintsforVineyard Vines, LLC

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Vineyard Vines order number ********. Order was placed on July 5th 2022 This was a three garments delivery, I received an email saying that the delivery was on the way, only to find out that *** sent my item to another address. I've never received it and haven't received a refund for this item. The other two garments, one was delivered and the other one was as they say "out of stock". I've never been refunded for this item, nor for the one that was lost through the carrier. I have filed complaints with both VineyardVines and *** only to be ignored. They attempted to send me a cutesy 25% off my next order with them even though the sale I was taking advantage of was a 50% off sale which misses the mark by half. This shallow and weak offering is insulting, but even more insulting is the fact that they have not returned to my money. Please help me get restitution from this company. I appreciate your continuation of assisting the little guy versus the giant corporation Thank you in advance for everything you do. *****

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have multiple issues.. most recent; got email that they finally issued a refund on order # ************ amount $129.99, have not recieved any "refund" to any of my cards (the email did not state where the refund was going but) Also I have send at least 7 emails about 2 items, a pink tshirt and a sweater.. intially the email about tshirt was about a price adjustment, then I washed it (cold water, no dryer) and my neon pink is now a light pink.. then a sweater I have , finally got to wear it and there is a hole right in the front of it (about size of a pencil tip).. NOT a single email was answered! Called C.s. you get a phoney recording that they are too busy, call back.. I need ALL these issues handled PROMPTLY and you have DEF lost a customer!

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order with Vineyard Vines on June 11th. The order said it shipped on June 13th and my credit card was fully charged on June 14th. The shipment confirmation email never had a valid tracking number and I have yet to receive the order. I have emailed three times, DM’d on Instagram once, tweeted for customer service help, submitted a request online for a call, and actually called customer service numerous times. I can provide proof on most of these items. I can’t get any help and at this point I would like a refund for the amount of the order. Their answering machine for customer service has stated for weeks now that they know they have a problem with *** tracking but that it would be resolved the following day. I don’t expect to get the items, but I do believe I am entitled to a full refund on my order.

  Customer response

  07/05/2022

  I filed complaint ******** and it was resolved over the weekend so the complaint can officially be closed.

  Thanks,

  ******** *****

• Initial Complaint

  06/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Re:Order #31038404 This is the SECOND order there has been an issue. We have received NO NOTIFICATION from customer service regarding the status of this order. The only reason I have an order # is because I was smart enough to write it down when I placed the order. I have NO IDEA what the status of this order IS. It is impossible to reach a customer service person. I called a local store who apologized and informed me this is a serious problem with the company, they told me they would reach out to someone in customer service and on one has. This is the second time this has happened and the other order was canceled without our knowledge and I had to fight to get my refund back. They then sent me a bogus gift card that was useless. I would like to know the STATUS on the order listed above with the TRACKING NUMBER. I am also reporting this to my State Attorney General's Office so they are aware of deceptive business practices by this company

  Business response

  08/09/2022

  Hi,

  After looking into this, we have noticed that this order was placed June 24th and delivered to the customer June 29th with UPS tracking number ******************. We also see that email confirmation was sent to this customer with tracking information. The delivery date was well within the 5-8 business days we state it could take to have your order delivered. We truly hope this helps.

  Best

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  2 problems 1. Ordered a t-shirt, next day went on sale. I contacted them about a price adjustment no response (4 emails sent) also got that t-shirt, washed in cold water , it faded to a light pink.. again sent multiple emails NO response, tried calling , u just get a recording that keeps repeating itself. It's been over a month. 2 problem. Bought a sweater, took to dry cleaner, finally went to wear it, huge hole in front of sweater.. I cant locate my email to try and do a return.. again sent email tried to call NO response! The customer service & quality of items is trash for the cost of items

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order two weeks ago Ord No ********. My credit card was charged immediately for $89.73. As of now the items have not shipped when I try to call customer service for the past week the recording says closed for the day. The order was for a gift and I had to buy something else to replace what I was charged for and never received. I would like the order cancelled and a credit for the charge. How do you not have a working, accessible customer service line.

  Customer response

  06/28/2022

  The complaint with Vineyard Vines has been resolved and I have received a full refund.

   

  Thank you

   

  ***** *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Multiple items from order not delivered. Customer service does not respond, took 3 weeks for them to write me back and not help at all. I would assume a replacement or refund would’ve been a viable solution to the problem, instead of me sitting here waiting for over a month now. So incredibly disappointed with this level of customer service, especially from a store that I would consider somewhat prestigious. I’m missing 3 button downs for my husband totaling over $300. Not like I’m missing out on a few dollars and can take the loss. This is really awful. Now seeing their D- rating on here I’m honestly not surprised. Will no longer be doing business with this company (this is my first experience ordering online with them, we usually shop in store and spend thousands per year here.)

  Business response

  05/24/2022

  Thank you for reaching out to us. We were able to look into this order and noticed there have been multiple claims of packages being unsuccessfully delivered to this shipping address. We will refund you for the three missing shirts, but will no longer be able to deliver to this address going forward.  We hope this helps, but please feel free to reach out with any follow up questions, comments or concerns.
  
  Best

  Customer response

  05/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:this is a carrier problem not my problem. I typed my address correctly and was told you were going to reach out to ups to try and locate the items. This response doesn’t solve anything. Ups needs to be made aware of the issues, and you need to offer better assistance. If you didn’t take over a month to respond, perhaps we could have located the items. I don’t want a refund, I want the items I ordered to be successfully delivered as promised. This doesn’t help at all and actually is making me more angry. This is the only store I shop at for my husband. These were supposed to be birthday gifts for him back in April. I am absolutely appalled at this level of customer service, or lack there of rather. So basically I should take the $300 loss to be able to attempt to order from you again in the future? Because that makes total sense. I’m punished for reaching out to customer service to try and come up with a resolution? I’m not accepting this as the outcome. My mind is blown by the blatant disregard for your customers (as reflected by all the other complaints on this website about you), horrid level of service, and the fact that still nothing is resolved. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #************ The order has been a disaster 1st it arrives and the first thing I noticed is that the pair of shorts I ordered were missing they weren’t even in the box and I asked for a full refund on that item then as I’m going through the rest of it I realize that everything‘s been opened already it’s obvious somebody had been in the box and everything is wet inside the box I am mediately contacted the company and you ignored me for quite some time and are used a prepaid shipping label that you the company provided the tracking information does show that it was picked up but after that **** does not show any further tracking updates it was picked up back on the 22nd I don’t know what’s going on if the package is lost or you’ve already gotten it and they just didn’t update the tracking information but nevertheless this is between you and ** ** I did what I was supposed to do it. I don’t know what’s going on but this is horrible customer service why would you treat your customers like this it’s bad enough that my package was damaged and now you’re practically refusing to issue a refund I want a full complete refund including shipping I should not have to pay shipping on damaged merchandise that I didn’t even get to keep also wanna know why you don’t respond to most of my emails? Where is the supervisor who is in charge you’ve lost a customer I hope you know that there are a lot of other premium brands and I will buy one of them in the future I will never order from you again after this disaster and the rudeness and unhelpfulness again I want a full complete refund if you don’t know where the packages that’s between you and the post office I did my part give me my money back only took you a few seconds to take it

  Business response

  04/20/2022

  Hello,

   

  Thank you for notifying us of this customers complaint. We are deeply sorry to hear this. After looking into this I see that we have indeed processed credits for this transaction. The first was on March 22nd in the amount of $94.87 and the next was in April 1st in the amount of $369.92. Again we deeply apologize for the delay and all inconveniences with this transaction. If there is anything else we can do please feel free to let us know.

   

  Best Regards

  Customer response

  04/21/2022

  
  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. Your customer service is still appalling I will never order from you again and believe me I’ve shared my experience with my friends and family are there’s absolutely no reason why I should have had to fight so hard to get a refund and I still don’t believe you’ve refunded my shipping do you think it’s OK to charge your customer shipping on damaged merchandise shame on you I’m considering disputing it with my credit card
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my order today, only to be disappointed with the sizing of the two belts. After I initially placed the order, I went back to review customer's input on the item. After realizing of the customer complaints that the sizes were incorrect for the belts, I wrote to Vineyard Vines within a few minutes to ask whether the items could be replaced with larger sizes because customers have complained about the sizes not being correct. I was contacted the following day by VV's customer service with a statement that once an order is placed, that it cannot be modified. As a suggestion, the representative offered to provide an exception for one of the belts if they were not true to size for a return and placed an order for another that would be longer. However, the charge for the replacement (larger) item is more than for the initial order (15% more), and after receiving the order today, I realize that the other belt is also significantly shorter than it should be. So now I have two belts that do not fit, they were made incorrectly sized. To determine the problem, I measured the two belts from VV against three belts from different companies that I own (Ralph Lauren, Tommy Hilfinger, Coach), and all measure exactly the same except for the belts from Vineyard Vines. Clearly the quality control is lacking with these items in the manufacturing, and no one thought to check them after they received them. Despite knowing from customer feedback that the items were made incorrectly, they also continue to be advertised and sold. I am requesting for a refund of the items or exchange for correctly sized items. Thank you

  Business response

  03/09/2022

  Hello,

   

  We were able to contact this customer and process a full refund for the two incorrect size belts he received. We instructed him to keep the belts and maybe give away as gifts to anyone that can fit them. Customer has also already received his replacement belt in the correct size and has assured me he was satisfied with our solution.

   

  Best

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 4 clothing items from this company on 02/04/2022 at a total of $148.91. On 02/14/2022 I contacted them 3 times via email because my order had not been delivered and the tracking number showed the package had not left their city. Tracking number **********************. They wrote back saying they had found my package and it would arrive on 02/16/2022. It arrived 20 minutes ago. The box is completely empty. No tape was used to seal the box.

  Business response

  03/09/2022

  Hello,

   

  We were able to speak with this customer and confirm he received a full refund for the items ordered. We also sent him a $50 GC for a future purchase. Customer confirmed he was satisfied with the solution and should be all set. We are still looking into how he received an empty box. 

  Customer response

  03/10/2022

  
  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. ↩