ComplaintsforGarnet Hill, Inc.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It is impossible to get a refund for returned items and each time I call, I am given a different version of what is going on. I am waiting on a credit that the business says was processed 05/17, but yesterday they admitted that it hadn't been processed after all and a supervisor would need to call me back within 24 hours because one was not available. No one called me back. I am frustrated beyond belief. Since the credit was not processed correctly the first time, I would like it to be expedited. Horrible, horrible customer service. No one should have to file a BBB complaint to get a credit processed. It is also extremely difficult to get a hold of anyone who can actually help.

  Business response

  06/13/2023

  Good Afternoon - we recently conducted system maintenance that caused a temporary delay in the processing of some customer refunds.

  Our records indicate that our customer was issued a credit on 6/7/23 in the amount of $258.72, credit reference #***********************.

  Our sincere apologies for the delay and any inconvenience this may have created for you.

  Erin F, Customer Service

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order #********** for a blouse from Garnet Hill on April 22, 2023 and received it on April 28. I returned it on May 1 using the enclosed return label and asked for a refund. On May 15 I contacted customer service via chat and was told that they had received my package but were running behind on returns. I contacted them again on May 22 and was told my refund had been processed on May 17, and after I requested it, sent me an email confirming that. It is now May 30 and the refund has not reached my credit card account. I would like to receive my refund.

  Business response

  06/09/2023

  Good Afternoon - we are extremely sorry for the delay in processing your refund.  We recently conducted system maintenance which created a delay in that process.

  We have issued the follow refunds to your original form of payment, $97.57 and $22.89.  Please allow up to 48 hours for these credits to post.

  Please accept our sincere apologies for the delay and any inconvenience this may have created for you.

  Erin F, Customer Service

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased from Garnet Hill on 3/29/23. I returned 3 items, received an email on 4/19/23 that my refund of $283.63 would be credited to my account in 3-5 business days. After several phone calls and explanation that I would revive a check instead…it is now May 25, 2023 and still no check or credit card refund. I spoke with a supervisor, Marj on May 22, 2023, she apologized that check not sent yet and someone would call me with info. I have not received a call, voice mail, email…nothing!!I I’ve been told they are in a new system, I’ve been a customer for years and my entire order history is no longer available. I need help getting back my money. There phone lines are consistently stating call back when call volume is less. There are definite issues going on here!

  Business response

  06/09/2023

  Good Afternoon,

  Our sincere apologies for the delay in processing your refund.

  Our records show we mailed out a refund check in the amount of $283.63 that should have arrived to our customer by now.

  Please accept our sincere apologies for the delay and any inconvenience this may have created for you.

  Erin F, Customer Service

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item but did not receive it for a few months. When I did, I did not even open the package I just sent it back. That was the first week in April. I have not received a refund. I tried calling and the automated system says they have too many calls and kicks you out. I have never contacted the BBB in the past because I have never been this frustrated. I am owed over a hundred dollars.

  Business response

  06/13/2023

  Good Afternoon - our apologies for the delay in the receipt of your refund check.

  Our records indicate that a refund check was reissued in the amount of $140.05 and should arrive to you within 7-10 business days.

  We are very sorry for the delay and any inconvenience this may have created for you.

  Erin F, Customer Service

  Customer response

  06/15/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: 

  The reason I was disappointed in the response is that Garnet Hill told me the check had been processed May 12th. 

  They are now a month later saying the same thing. 

  I will be satisfied when I receive my check

   
  Sincerely,
  
  ******** *******

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good Morning Items purchased from Garnet Hill was returned May 1 2023. The total amount for both items was approximately $260.00. Garnet Hill has not processed a refund to date. The tracking number is ******************. I have called and sent numerous emails to Garnet Hill and they have not issued the refund. This has been going on for almost one month. Please intervene.

  Business response

  05/23/2023

  Good Afternoon - We are extremely sorry for the delay in processing your refund.  System maintenance created a temporary delay in our normal processing time frame.

  A refund check was mailed 5/13 in the amount of $259.14 to the address referenced in the case.  The check should be arriving shortly.

  Please accept our sincere apologies for the delay and any inconvenience this has created for you.

  Erin, Customer Service

   

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed a couple of online orders from Garnet Hill. As soon as my first order was placed I immediately began getting SMS marketing text messages from Garnet Hill. I have been deleting each of them (at least 1x daily) and reporting them as junk. This alone did not stop their unwanted SMS to me daily. About 2 months ago I dug a little further on the web and found a page on their website that allowed me to opt-out of all marketing SMS and emails, both from Garnet Hill itself and its partners. I followed the instructions and opted out of all future emails and SMS from Garnet Hill and its affiliates. Yet, I continue to receive marketing SMS from Garnet Hill at least one time daily. I report each one as junk and delete them. I have tried contacting Garnet Hill by telephone a number of times over the past week at ***** ********. I only receive a message that they are busier than usual and to try back another time. Their Live Chat does not work either. I am very frustrated and find their unwanted marketing practices to be very intrusive and want them to stop immediately. I do not know how to do this and hope you can help me.

  Business response

  05/22/2023

  Good Afternoon - I am happy to help but have a few questions.  Has the customer replied to any of the text messages with either STOP or *****?  This should opt the customer out of receiving the messages.  If for some reason that does not work, I would need the telephone number the messages are being sent to so I can reach out to Marketing to ensure the customer is suppressed and opted out.

  Thanks,

  Erin

  Business response

  05/23/2023

  Good Afternoon - we have escalated this and we were able to get a little more visibility into the ongoing texts.

  We can see the customer opted in to receive texts on 1/29/2023.

  Customers will never be “automatically” subscribed to text. They go through a 2-step process to collect the number (through website popup)  + accept our terms by texting us “Y” -  meaning yes, I confirm I want to receive texts from GH.  We do not see where any unsubscribe activity has come through this account.

  We have unsubscribed the customer at this time.  Please reach back out directly if the texts to not cease.

  Thanks,
  
  Erin, Customer Service

  Customer response

  05/24/2023

   
  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

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered from this company for many years with total satisfaction. Recently, in the past to years, the material on their tee shirts has become so flimsy that holes develop after one washing. I called about a month ago to return the newest batch I'd bought and was told they were sending me a return label. In addition, I cancelled a backordered item. The backordered item was cancelled, but I never received any instructions as to returning the tee shirts I have. They gave me two order numbers - one only partial - so I have some information, but they are impossible to reach. I have tried at all hours of the day and I am always put on hold for endless time. I have four tee shirts (one not even opened) the cost $39 each and I would like to return them for a refund.

  Business response

  05/23/2023

  Good Afternoon - Our apologies for your recent frustrating experience contacting us by phone.

  Our records indicate that we emailed the customer a return label on 5/12 to assist with the return of the t shirts.  We have sent a new return label today via email to *******@gmail.com associated with O#********.  The customer also has the ability to print out a return label from our website by visiting the returns and exchanges link at the bottom of our site and clicking on "print UPS label".  

  The order is noted that the customer will be returning the product and a refund check will be issued once the return is processed.

  Thank you,

  Erin, Customer Service

• Initial Complaint

  05/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order with Garnet Hill and was notified on 5/5/23 that the order had shipped to my home. The tracking number link led me to UPS which indicated that the package should arrive at my home by 7:00 pm on May 10th ( and it showed my correct address). It never arrived. On May 12, I called UPS and they told me to contact Garnet Hill. As of now, the UPS link indicates that there is a delay, and when I request updates, I get no further information. I have called Garnet Hill's phone number given in the email at least six times. The first time on May 12th, I was told that there was no one in Customer Service and that they would get back to me "early next week." When I called on Monday, May 15th, I was told that there was no one available in Customer Service. I called again later that day and was told that they would put a note in the account to call me back. I emailed the customer service email address on Monday and got an "External" reply indicating that my email had been received. Now, 48 hours later, still no response by email or phone. When I call the phone number now, the message says, "We are experiencing high call volume, please try again in a few minutes." I have called multiple times and received this message. My order total was $362.41, for three dresses, and this amount has already been charged to my credit card.

  Business response

  05/23/2023

  Good Morning - in reviewing this customers order history it appears she was able to connect with our Customer Service Team to resolve the issue.  

  Please accept our sincere apologies for this frustrating experience, we appreciate your patience.

  Erin, Customer Service

• Initial Complaint

  05/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an on-line order on April 2 during the 30% off sale. I received an email stating that the item had shipped and was delivered on April 29, 2023--however, I have not received the item. I also tried calling the customer service line listed on the website ###-###-#### and I keep getting a recording that "call volume is high and to try my call later". I also tried to engage in a chat or inquire on their website with no access to customer service available. I would like to resolve this issue and determine if the item is delayed in shipping or the order is cancelled.

  Business response

  05/29/2023

  Good Afternoon - our apologies on your recent experience.

  Our records indicate this package was returned and a credit issued in the amount of $83.41 on 5/15, back to the original form of payment used on the order.

  Please let us know if there is anything else we can do to help,

  Erin, Customer Service

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned merchandise for exchange (order number **********). UPS tracking indicated the merchandise reached the vendor on 5/1/23. I called customer service on 5/11/23 as I had not heard anything from the company. A service representative took my information, and stated they would look into the matter as she couldn’t find that the merchandise had been received. I provided the tracking number and was told I would hear back via email. I have not heard back from the company, and made numerous attempts to call on 5/16/23. A recorded message stated their lines were busy and to try back. I received this message repeatedly and was unable to reach a representative. I no longer want exchange. I want refund.

  Business response

  05/29/2023

  Good Afternoon - we apologize for the delay in processing your recent return.

  We processed the return and issued a refund check in the amount of $135.04 that should arrive to you within 7-10 business days.

  We appreciate your patience in this matter,

  Erin, Customer Service

  Customer response

  06/04/2023

  
  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. ↩