Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of boots *** *** ****** boots in brown and was charged $242.51 on December 9, 2025. I returned the boots because the front top of the boot was damaged on both the left and right boots. They were scrunched up. Now I received an email I'm receiving only $214 back. I called and was told there was a shipping fee of $8.95 and I understand that but the rest they said is a handling charge. Handling charge for what? They sent me a pair of defective boots. And this is the second time I've received damaged boots. The first time the gray pair had some chemical all over them and were washed out in color. The replacement pair after that was sent in a box that wasn't an *** *** ****** box AND I swear was the same pair of defective boots. I want a full refund after all this nonsense. No worries - I'll never buy from you again but I've had too many quality control issues.

  Business response

  12/19/2024

  Good afternoon - We are very sorry to hear about your recent experience with the defective boots.  Please accept our sincere apology as this is not the customer service that we strive to provide.

  We have issued an additional refund in the amount of $29.08 for the original shipping and the return fee.

  Sincerely,

  Garnet Hill Customer Service

   

   

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a large order from Garnet Hill in early October. Some of the items arrived, the remainder I was told would arrive in mid-November. When the initial order arrived one of their shams was mislabeled on the package and was the incorrect size. I called them and they said in order to exchange it, I would have to be billed for another one and they would refund me for the returned one that they had mislabeled. Two months have gone by, and I just noticed today that they had billed me for the sham and never refunded me. Had I not caught this, they would have double billed me for their mistake. When I asked for an explanation they didn't have one, just essentially shrugged. Meanwhile, I still have not received the rest of my order. They have now stated additional delays and I may or may not see the rest of my order in January. Yet they have had all of my money, and then some, since October. These are unethical business practices and customers should be warned. I want my money refunded until they are prepared to deliver my products. The items I purchased were meant to coordinate and are worthless unless together. I also want an explanation from senior management as to why I had to notice no refund on my billing statement two months after the fact and call a FOURTH time about this order because of the many mistakes.

  Business response

  12/13/2024

  Good afternoon - please accept our sincere apologies for the confusion with regards to your recent order.  

  Our records indicate that the initial purchase was placed on 10/4/24 and the **** card was authorized for $1541.94.  The first shipment of available in stock items shipped on 10/7 and the customer was charged in the amount of $1,109.84.  We issued a credit on 10/28/24 in the amount of $72.09 for the incorrect sham and then on 10/31 charged for the correct sham in the amount of $72.09 for the reship, essentially a "wash".  

  The customer has 4 items currently on backorder (1 KGCK quilt, 2 standard shams and 1 pillow cover) with a remaining balance of $432.10.  The customer will not be charged for these items until they ship in early January.   What the customer is likely seeing is a preauthorization in advance of shipping the items, however she will not actually be charged for the items they actually ship.  Authorizations "fall off" typically within 3-7 business days depending on the bank that holds the credit card.

  If the customer has additional questions with regards to her charges and credits, we would be happy to have a **************** Supervisor call her to assist.

  Thank you,

  Garnet Hill ****************

   

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Incredibly deceptive exchange policy. All consumer facing materially claim For exchanges, there is no charge to return the item, and the new merchandise will be shipped to you with no shipping fee. For returns, there is a $8.95 shipping fee per package with our label.. Nowhere do they say they will deduct almost $20 for shipping and sales tax from your exchange. So imagine my surprise when AFTER sending my item back to exchange for a different color and filling out their form, I get an email saying I need to call the company to complete my exchange (hassle free, my butt). They claim they cant process an exchange via ****** *** need a new form of payment. They then credit my ****** less almost $20 of what I originally paid. When I inquire why, they say its for shipping and taxes. When I repeatedly inquire as to where they ever state that upfront, I get nothing

  Business response

  11/07/2024

  Good morning,

  Thank you for your feedback.   We have issued our customer a refund in the amount of $15.85 which covers the original shipping and tax associated with the initial order.

  We have verbiage on our website as it relates to how returns and exchanges are processed:

  Online &Phone Order Returns & Exchanges
  Within 90 days of the original shipping date, new, unused items can be returned for an exchange or refund. (Refunds do not include shipping and handling fees.) Items ordered online or by phone cannot be returned to a store location.

  The customer was not charged any freight for the exchange.  Our sincere apologies for the poor experience with regards to exchanges with ****** and are working to improve this process.

  Sincerely,

  Garnet Hill Customer Service

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a product from Garnet Hill in October 2018. They put me on their print and digital marketing mailing lists. I requested removal from the print mailing catalogue in January 2019. Garnet Hill responded a day later to say "As requested, we have removed your name and address from our Garnet Hill and Growing Up with Garnet Hill catalog mailing lists. Due to timing of pre-printed catalogs, you may receive one or two more catalogs before mailings will cease to your address."I moved homes in April 2019 and the catalogue continued to be sent monthly. I complained again to them in February 2020 and the catalogues continued coming.I complained yet again in November 2023 and threatened to report them to the ***, leave a zero star review on ****** and explore litigation if I was note removed. They responded to say they would remove me from the list. Which they did until October 2024, when the mailing catalogue was once again sent to me.Their lack of respect for customers wishing to opt out of marketing materials should be addressed with them.

  Business response

  10/28/2024

  Good morning.  Please accept my sincere apologies as we investigate.  I located one account in our systems that was flagged on 11/24/2023 to ensure no additional mailings to the following address

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

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

  **********, ** 2009

  Can the customer please confirm this was the address the recent catalog was mailed to?  I notice that in the BBB complaint filed the customer referenced zip code ***** without any specific mailing address.  In addition, if the customer is still in possession of the recently mailed catalog any information from the back of the mailer will be helpful.

  Thank you,

  Garnet Hill Customer Service

  Customer response

  10/29/2024

  The customer number is: ********

  The code is: **********

  They took my updated address from when I had my mail forwarded by **** five years ago and are now sending it to me at: **********************************************************************************************************************

  Business response

  11/07/2024

  Good morning,

  Thank you for the additional information.  This has been escalated to our Marketing Team.  I am concerned that you may receive an additional mailing that is already in process however after that potential catalog, the mailings will cease. 

  Our sincere apologies - we really do not want to send catalogs where they are not welcome.

  Garnet Hill Customer Service

   

  Customer response

  11/12/2024

   
  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 do, however, wish to clarify that this was their initial response when I reached out to them directly the first time, so I wont hesitate to reopen the complaint should they fail to live up to their word again.
  
  Many thanks,
  ****** *******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for bedding in March of this year, but never received any confirmation email. I was able to log in to my account to find the order confirmation at which point I see that the estimated ship date is June 2024. **** has come and gone with no further updates, no product delivered, and when I try to track the package it gives some sort of error message. Ive been on hold with the customer service now for almost 15 minutes with no end in sight.

  Business response

  07/08/2024

  Good afternoon, my apologies for the delay in response.

  We tried to call the customer this morning and we were not able to leave a message.  We sent an email shortly thereafter with the details on her order.

  "We apologize that the back order that was due the end of **** is not in yet, we are expecting it soon. We do not charge for the merchandise until it ships. Would you like us to keep your order and it will be filled when the back order comes in or would you like us to cancel it? "

  We are waiting to hear back from the customer on how she would like us to proceed.

  Thanks,

  ****

   

   

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered sheets and pillow cases. Only received pillow cases. Was told by customer service I only ordered pillow cases. I would never spend 35$ on 2 pillow cases. Then they tried to get me to buy the sheets again.ITEMS IN YOUR ORDER Mini Print Percale ************** Mini Print Percale ************** Item#: ***** TURT STCS Quantity:Price each:Item Total:1 $34.00 $34.00

  Business response

  04/29/2024

  Good Morning,

  We sell #***** Turtle mini print percale as both a set (Twin, Double, ****** ***** *** King) or as Alacarte pillow cases.

  The customer selected Turtle pillow cases.  I have included a screen shot of the ordering process - the customer must select either the set or the pillowcases.  At that point the customer is prompted to select the size of the pillow cases and the final cost for the item, $34.00. 

  The customer is welcome to return the pillow cases for credit.  

  Thank you,

  ****

   

   

• Initial Complaint

  12/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BEWARE BUYERS. If you order online and need to return because a gift duplicated you’ll be charged exorbitant shipping costs. Bought a sweater. Sister gave me one identical for Christmas. Returned one I bought. Over $22.00 of my purchase price kept for an $8.00 shipping cost!!!!!

  Business response

  01/05/2024

  Good afternoon,

  We have waived the return label fee and issued a refund to your original payment method in the amount of $8.95.

  As a gesture of good faith, we have also issued a refund for the original shipping in the amount of $14.95.

  Thank you,

  Erin

  Business response

  01/05/2024

  Good afternoon,

  We have waived the return label fee and issued a refund to your original payment method in the amount of $8.95.

  As a gesture of good faith, we have also issued a refund for the original shipping in the amount of $14.95.

  Thank you,

  Erin

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A mattress topper delivered was clearly used. Called GH who arranged *** pick up. Could not exchange - had to order replacement and refund credit would be issued upon return of original. Item picked up on 12/4. Several inquiries to GH about status. GH acknowledge return received on 12/6. GH stated it takes 3-5 days to process return and issue refund credit. GH has still not issued credit weeks later. I would like them to promptly refund my credit card.

  Customer response

  12/27/2023

  GH emailed me 12-26 to say they had processed the return and my credit card would reflect the refund/credit in 10-12 business days. 

  I am not confident the credit will be posted timely or in the timeframe GH promises.

  I feel the slow processing of return and long time for credit to be posted is poor business practice. GH is certainly more expedient with processing orders. 

   

  Business response

  01/05/2024

  Good morning - please accept our sincere apologies for the delay of your refund.  Unfortunately, the carrier returned the shipment to one of our sister brands that share our Distribution Center and created the delay.

  Your refund was issued on 12/26 in the amount of $262.01 to the original form of payment used on the order.

  We apologize for any inconvenience this may have caused.

   

   

   

   

  Customer response

  01/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******98.

  I am accepting the response to end the matter.

  But I wish to point out some problems with Garnet Hill's response.

  I find Garnet Hill's reason for the delay (misdirected shipment) improbable.

  Garnet Hill is the one who provided the shipping label to the carrier.  If there were any error in directing the shipment, it lies with Garnet Hill. 

  Two days after picking up the item, the carrier delivered the package to the address or location Garnet Hill provided. With the information available to it, Garnet Hill knew where the package was located.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to receive a refund (*********** of $228.52 since March. GH mailed a check twice supposedly and cant credit my card directly because they installed new software and have no previous accounting records. Promised to mail a check today but Im doubtful!

  Business response

  12/19/2023

  Good afternoon,

  We have reviewed the complaint and after further investigation we have determined we sent the customer check # **** in the amount of $228.52.  The check was created on 4/27/2023 and our records indicate the check was cashed on 5/16/2023.

  We have attached an image of the check for the customer to reference.

  If we can be of any further assistance, please advise.

  Thank you,

  Erin

   

   

   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On the Invoice and the order email I received from Garnet Hill they clearly state that we ordered a Cotton Fleece Blanket and Cotton Throw. We only received the Cotton Blanket and Not the Cotton Throw Blanket. When I called I was told that I needed to order and pay extra for the Cotton Throw blanket. Clearly we were expecting both items...the Cotton Blanket and the Cotton Throw. I would call that very deceptive advertising since the Invoice states "Cotton Fleece Blanket and Cotton Throw"

  Business response

  12/21/2023

  Good afternoon,
  I apologize for any confusion on your recent purchase.

  The product title describes the items available for purchase - Cotton and Fleece Blanket and Throw.  There are specific components/sizes available for the customer to choose for purchase (Throw, Twin, Double/Queen, King) after they have selected the color of the item they would like.  The product page also displays a range of prices for the individual components/sizes during the selection process.  We do not reference these products as a set.

  I have attached a series of purchase progression photos that depict the choices a customer must make during the purchase as well as how the pricing is displayed based on the size selected.

  Sincerely,

  Garnet Hill Customer Service

*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. ↩