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Complaint Details
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Initial Complaint
05/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I cannot reach anyone at this company - their website has been down for months - no one answers the phone - automated response says call back - chat doesn't work - I actually DID get a person ( Shakira ) last month to find out where order # ******** is which was shipped on March 28th and never arrived. I also in that order have a comforter and shams that are on back order until the end of May so Lord knows if they will show up. I also paid for several items via PayPal on April 2nd - invoice ******** for $158.22 and they have not shown up either. No sure what is going on but very upsetting not to be able to contact anyone... ***Business response
05/10/2023
Our sincere apologies for your recent frustrating experience with us. One of our Customer Care Specialists was in touch with our customer today and I believe she has been taken care of.
We sincerely appreciate your patience during our recent system maintenance.
Thank you,
Erin, Customer Service
Customer response
05/11/2023
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
05/08/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have had multiple problems trying to get refunds for two items I have returned. It is very, very difficult to get through to the customer service phone number and phone agents have been impolite and unhelpful (with one exception). I have had NO response to multiple emails I have sent to the customer service email address over several weeks. In my opinion, the company is making it impossible to get refunds for returned items.Business response
05/10/2023
Good Afternoon,
We are trying to look into this customers concerns - is it possible for the customer to provide us with the tracking number(s) for the items that have been returned?
Thank you,
Erin, Customer Service
Business response
05/22/2023
Good Afternoon - we are extremely sorry for the delay in the processing of your return. We recently conducted system maintenance that caused a temporary delay with our return process. We have received your return. We mailed out a refund check in the amount of $39.54 for the return of the Linden Knit dress on 5/12.
Today, we processed an additional refund to your PayPal account in the amount of $131.14 for the other item returned. We will also process an additional refund check for $17.71 that will cover your original shipping and the return label fee.
Our sincere apologies for the delay and the inconvenience this has created for you.
Erin, Customer Service
Customer response
05/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20027604, and find that this resolution is satisfactory to me.
Sincerely,
******** ******* ******Initial Complaint
05/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered two items on April 14, 2023. I received an email thanking me for my order on April 14. I have not yet received the two items, and I cannot find the order number. In the email, thanking me for my order, there is no order number listed. I have tried to call customer service numerous times and keep getting an automatic message, saying they are receiving a higher volume of calls than usual, and to call back later. When I called after customer service hours, somebody answered and said he could only take a message. He asked me for my name and billing address, and told me that someone would get back to me in the next day or two. That was about a week ago. I have not received a call back at all. Also, I tried the chat option and there’s no way to click on anything. it is not working. I really need someone to respond to me soon because I do not know where my order is. Thank you.Business response
05/10/2023
Good Afternoon,
Our apologies for your recent frustrating experience. Your order number is **********.
2 of the items ordered were unfortunately sold out, #41947 LAGN PS and #500661 RASP XS. Item #500661 RASP S is on B/O and is due to us approx 5/20/2023.
We appreciate your patience as we have recently conducted a system upgrade that is driving higher than normal contact volume.
Thank you,
Erin, Customer ServiceInitial Complaint
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I used a coupon and the discount was not shown on final statement. I called and was told 25% discount was added and I would receive email confirmation. No confirmation was received. I emailed and received a message that emails were not being received at this time and to re-email at a later date. I live chatted and was disconnected mid way. I call again and received messages that calls could not be received and to call back later. A call went through, was put on hold for 20 minutes, and it was an order desk that could not escalate the call or give me a number for customer service. I am frustrated and feel deceived.Business response
05/10/2023
Good Afternoon,
Our apologies for the delayed response. In looking at your recent order we do see that a coupon code was added to your order on May 1st and a credit of $58.00 was posted that day.
If we can be of any further assistance, please let us know.
Erin, Customer Service
Customer response
06/07/2023
BBB spoke with this consumer who indicated that they consider this complaint resolved to their satisfaction.Initial Complaint
05/01/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered 3 items totaling 310.95. My credit card was charged for 310.95 immediately. They then sent me email notice that they were canceling 2 of 3 items and stated in email that I would not be charged for those items. I received the 1 item for 189.72. They have not refunded the 121.23 for the 2 items they canceled and did not send. Their Live Chat does not work on website. Customer form will not submit on website. They are not answering phone calls. I did connect one time and they simply told me that they would look into it.Business response
05/23/2023
Good afternoon - we are extremely sorry for your recent experience.
We issued a refund to the customer's original form of payment on 5/4/2023 in the amount of $121.23. The credit reference number is ***********************.
Please accept our sincere apologies for the confusion and inconvenience this created for you.
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
05/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 6 sheets and was only refunded for 1 sheet I have emailed over 15 times and called numerous times I have escalated this issues and sent to resolution with PayPal who was told I was refunded my money as you can see I was only refunded for one sheet Garnet Hill keeps saying the same statement that I was refunded I’m still owed my money for the other sheets returned Garnet Hill Inc April 10, 2023·Refund + $39.49 You originally paid Garnet Hill Inc $311.52 on March 28, 2023. View receipt Refunded to (BOEING EMPLOYEES CREDIT UNION x-****)$39.49 Transaction ID ***************** Seller info Garnet Hill Inc Refund details Refund total (includes tax and shipping) $39.49 Total $39.49Business response
06/09/2023
Good Afternoon - our apologies for your recent frustrating experience with Garnet Hill.
In researching this order it appears that the customer has taken action via Paypal and they have issued a refund.
Please let us know if we can be of any further assistance.
Erin F, Customer Service
Initial Complaint
04/28/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I requested to exchange an item for a different color and size ( original order #**********). I am exchanging the item for Item # ***** in Deep Navy color and size M. I was told the item is in stock and would be shipped the following day. When I check the order, it shows the item back ordered and no estimated date when it will be back in stock. Oddly, I can order the item and put it in my cart and no message occurs that it is unavailable. I have tried for two days to reach customer service and evert time there is an automated message that they are receiving a larger than expected volume and please try again. This morning, I called at 08:00 Eastern time and received the same message. I contacted them through the live Chat option and have yet to receive a response other than the automated response acknowledging my request. When will my item be shipped? It’s a reasonable question. Thank you.Business response
04/28/2023
Good Afternoon - our apologies for the delay in communication and the frustration you experienced trying to reach us. Item #***** DPNV M shipped today, 4/28. Tracking number via USPS ************************** shows estimated delivery on Thursday, May 4th.
Thank you for your patience,
Erin F*****
Customer response
04/28/2023
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
04/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Echoing previous complaint about Garnet Hill's unethical/dishonest email practices: opt-in for their email promotions (daily) against my specific decline, and no UNSUBSCRIBE button or function to opt-out. Only option is to create an account to tell them to unsubscribe, or to call them. Like I would trust them to actually unsubscribe me even with all that effort. I've tagged them as spam in outlook, but every day when their email shows up briefly before going to spam. They are not worth my effort, but if they are unethical in such simple thing as respecting customer wishes on emails, they should be flagged as they are probably cutting corners and being dishonest in more serious aspects of their business. I'll be spreading the word not to go near Garnet Hill. I appreciate BBB, hope you can bring this up with them again. Bad PR, bad business. I do bulk emails for volunteer organizations using Mailchimp. It's not only easy to set up unsubscribe, Mailchimp requires it, which is the way it should be. thanks for letting my vent a little. **** ******Business response
05/10/2023
Our sincere apologies for your recent experience with our promotional emails. I can confirm you are unsubscribed from our system.
I am including an image of the footer portion of our emails, all include a link for customers to change their email preferences or unsubscribe at any time. In addition, we have a link on our website that directs our customers to our privacy policies and customer privacy rights pages.
Please let me know if I can be of any further assistance.
Erin, Customer Service
Initial Complaint
04/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a duvet cover and 5 pillowcases online from Garnette Hill on 3/31/2023, order #******** I did not like the design, so I returned the order using the shipping label provided by Garnette Hill. I have called customer service on 4 separate occasions, and I get a different story every time as to why I haven't been refunded. I am told they have a new system; they can't locate my order in the old/new system, I need to give it a few more days to process I have even asked to speak with a supervisor, and she was also unable to resolve my issue. Return tracking #****************** which was delivered back to the warehouse on 4/7/2023.Business response
05/01/2023
Good Afternoon - We are extremely sorry for the delay in processing your refund. Due to a recent system update we are unable to refund the original form of payment. Your refund check is on the way and will arrive within 7-10 business days. Please accept our sincere apologies for the delay and inconvenience this has created for you.
Thank you for your patience and understanding.Initial Complaint
04/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I’m trying to find the status of an order. Their customer service number does not work and their email option for customer service does not work either. There’s no way to contact the company.Business response
04/19/2023
Good Afternoon - our apologies for your recent experience. We have recently upgraded our systems to improve our customer experience. We are back online. O#******** for the #****** organic seamed tank, Ink, size M shipped on 4/10/2023. Tracking confirms that the package was delivered 4/19/2023 @ 1:36pm via USPS.
We appreciate your patience during our recent system upgrade.
Sincerely,
Erin F*****
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Customer Complaints Summary
72 total complaints in the last 3 years.
12 complaints closed in the last 12 months.