ComplaintsforLong Wharf Supply Company
Online Retailer
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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered two sweaters from this company and upon receiving the sweaters, I noticed one was the incorrect size. When I tried to return, they said that it was final sale. It took over a week to respond to my initial request for help and in the meantime, I tried to dispute on my credit card but they were able to provide documentation that the sweaters were received by me and the dispute was closed by my bank. During the dispute, the company reached out with a prepaid label to send the sweaters back and they would provide replacements in the correct sizes. If they were to provide the sweaters in the correct sizes, I would have happily closed the dispute. I reached out numerous times and have received unhelpful responses saying that since the bank put a chargeback for the disputed transaction, they need to wait 60 days to refund my money. I waited the 60 days and reached back out to the company and now they are saying I have to go to the bank for my refund. The bank said the timeframe to dispute is up and now Im out $146 and two sweaters since the company is not fixing my issues with a refund or the product. This has been going on since late January/ early February. Attached email exchanges with the company.Customer response
07/20/2024
I have not heard from the business in response to my complaint.Initial Complaint
02/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My order was marked as returned to sender. I have emailed customer support twice in the last month with no response. There is no other way to contact this business. I would either like my purchase to be re shipped or just a refund.Customer response
03/07/2024
I have not heard from the business in response to my complaint.Initial Complaint
02/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello, I placed an order (Order #: *****) for 2 sweaters on the Long Wharf Supply Co. Website on 2/4/24. I received the sweaters on 2/12/24, and upon trying on the sweaters, I decided they were not worth the $171.38 I paid, so I decided to initiate a return on 2/15/24.However, the returns portal said that the items were ineligible for return, with one only being able to be exchanged, and the other being a final sale item that was unable to be returned or exchanged. Because of this, I contacted customer service on 2/15/24, and informed them of the issue.I received a reply on 2/16/24 from a customer service agent named ******, and she apologized for the inconvenience, and said they cannot offer a return for a refund since this order is a final sale.However, at no time was I notified that these items were final sale.I received a response on 2/17/24 from ******* saying that she apologized again for the inconvenience and that we normally show the promo offers from our website front page. I got aggravated at this point because no one was addressing the core issue of there being no advertisement for the items being final sale at any time, so I responded on 2/17/24, stating that the responses were not satisfactory, and that Ill like to actually talk to someone at this point. No phone number was provided, and no further contact was attempted by ****** or anyone from customer service. So, I once more attempted to get a response from customer service on 2/17/24, but received no reply. I tried again on 2/18/24, giving customer service a detailed email about the issue and letting them know that if I received no response, I was going to submit a complaint with the Better Business Bureau, and the local department of commerce. I waited 7 days and decided to submit a complaint on 2/25/24.Customer response
03/07/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
02/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased two sweaters that were on sale and I checked the return policy before buying and it said it could be returned within 14 days. The same day I got the sweaters I tried them on and wanted to return them. When I tried, the system said their final sale. I took screen shots of every page (sweater listing, my cart) and it never once says final sale anywhere. The company first said I could exchange and then said oh sorry it was final sale, despite my sending all the documentation. They are trying to wait out the return window so they dont have to accept them.Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received a sweater from Long Wharf Supply *** for Christmas (Bonny sweater, size small, retails for $138.00). I received this item as a gift and don't have the purchasing information. I initiated a return through the website, as they offered a gift return option (see screenshot). I initiated the return on 12/28/2023, three days after receiving the gift, so well within the 60 day return window (see website screenshot of return policy stating 60 days). I still hadn't heard from them by 1/4/2024 after submitting my request on 12/28/2023, so I reached out again. Each time I got a response, they refused to acknowledge that it was a gift return and that I didn't have the purchase information. I even reached out to them on instagram via a comment on one of their posts, and they deleted my post and blocked all of my accounts (see screenshot of instagram page, account doesn't load because I've been blocked). They have effectively shut me out of being able to return an item I don't want and didn't purchase. It's within their 60 day limit. They are extremely slow to respond, leaving weeks between messages. This sweater is new with tags, brand new, never worn. They didn't even offer me an exchange (I wouldn't take one now because I will not wear anything from this company!). They have essentially refused to return my item without explicitly saying so, and are clearly hoping I will stop contacting them. All I'm requesting is a refund!The return policy on their website is false advertising. It used to read "no questions asked within 60 days", but they have since changed that. Even if you fill out the form saying you don't have the purchase info because it was a gift, they still demand that you send them the purchase info.Customer response
02/16/2024
I have not heard from the business in response to my complaint. The last email I received from Long Wharf Supply *** was on January 28th, 2024 (as previously documented).Initial Complaint
02/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On December 15, 2023 I placed an order for 3 sweaters (order #*****), I received a confirmation email of the order and my credit card was charged $385.58. On December 28, ********************************************************* that 1 of the 3 sweaters was out of stock and offering a store credit for the out of stock item, but to ship the other two. On the same date (12/28) I responded asking them to please refund me for the out of stock sweater and ship the other two. I have not heard anything from them since nor received any sweaters. In addition to my response on 12/28, I followed up by email on January 13, January 21, and February 1 asking for a full refund of all 3 sweaters. I also sent two direct messages to the brand on Instagram (on 1/24 and 2/1) because I was not sure what else to do, as they do not have a phone number. Each time I sent an email, I received an automated response telling me to expect a response from customer service in 3 business days. I have not heard anything and this is extremely frustrating, these are expensive products. I would like a 100% refund of the amount I was charged for these products: $385.58.Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My ************** husband gave me a beautiful sweater from the aforementioned company. I attempted to return via their web site (which is the only way to return anything to this outfit) and the website indicated the return was accepted and to ship it with there specific mailing label.Unfortunately,no shipping label was provided by LongWharf supply company and there is a deadline to return the merchandise for exchange or a gift card. There website also states theyve already received the merchandise which they haven't since its sitting right in front of me. Ive written multiple emails to the company and have received one response which says I still have time to return the merchandise. The time is running out because its due in February and tomorrows February 1. The middle of February I need some assistance and since they dont have a telephone number to call, Ive decided to get in touch with you. I have everything ready to be packaged up and mailed but do not have a shipping label. I get the impression at this company is giving me the runaround. My daughter paid $167.89 including shipping of $9.89.Initial Complaint
01/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
12/17/23 I order 2 sweaters. 12/24 box arrives w/ 1 sweater. 12/29 I email "We received the first sweater, size large; waiting for the second (XL) sweater and notice your email and packing slip indicate they shipped together". 12/31 they reply "Sorry to hear that the sweater you ordered is too small for you. You may please lodge your return request via our [website] portal." 12/31 I replied: "1 of the sweaters from my order was not in the box. There is no option to resolve that issue through your returns and exchanges page. Please confirm you are shipping out the missing XL sweater!" 1/1/24 they reply: "We apologize for the inconvenience and confusion. We are so sorry to hear about the missing item from your order. Please email support with a photo and tag of the item you received and we will swap for the correct item at no cost to you!" 1/6 I email a photo and reply "Again, we paid for 2 but only received 1; I was expecting you to ship the missing sweater. I am interpreting your email to mean you are shipping us two XL sweaters right away; we will return the 1 large sweater using that packaging. Please confirm." (No response.) 1/10 I email again: "I'm just checking back in regarding the missing sweater." 1/12 they reply: "We are so sorry to hear about this missing sweater, please allow me to check this with our warehouse and confirm if this was included in the order that they shipped to you." 1/12 I reply: "You can tell from the shipping weight; it was ONE sweater." 1/12 I get an email that I'm in the "service queue" and not to "submit more than one ticket" or it will restart my position in line and "delay our ability to help you". (Note: They are emailing from 13 hours ahead of me.)The company has not made any contact since and I see two other similar complaints through BBB. I would like two XL sweaters sent to me with a return shipping label for the one sweater I received. If they can't do this, I want a full refund and a return shipping label sent.Customer response
01/31/2024
I have not heard anything from the business in response to my complaint.
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Customer Complaints Summary
8 total complaints in the last 3 years.
8 complaints closed in the last 12 months.