ComplaintsforGarnet Hill, Inc.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 3 items from Garnet Hill on Thursday Dec 23 2021 (Order number 4329***** order amount $528.52). I returned all 3 of these items and received confirmation that the return was received on March 1 2022 (confirmation email from Garnet Hill and a photo of the dropoff receipt from UPS is attached). Unfortunately at this time I did not check this email carefully nor did I log into my bank to see that the money was received back into my account. In June I was looking through my bank account and realized that I never received the money back for the return and contacted Garnet Hill. This is when I looked closer at my return email from March 1 saw that there are 2 things wrong with this return confirmation 1) I returned all 3 items and only the 2 sweaters are listed on the email. 2) The dollar amount returned is listed as $7.95. Garnet Hill told me they would reissued the return (again email attached). Garnet Hill provided me with the following credit reference number (7541823217915057*******) saying this is their proof that my bank took the money and there is nothing more they can do (I am not sure that this is what this number proves). The funds have not been received to my account. My bank is a Swedish bank (************* ******** Banken AB). I went to my bank with this number and the bank says they do not have a record of any money coming to my account from Garnet Hill. I have attached the messages from the bank making this statement. I have also attached a screenshot of my bank account filtered for all incoming transactions. As you can see the money was never returned to my account. I informed Garnet Hill of this and I was told by customer service to email a supervisor. I did this and included all documents here. It has been 2 weeks and 2 email later, nothing from Garnet Hill (I have also attached these emails). I would like my refund please. If the issue is that Garnet Hill cannot return to an international bank I am open to other alternatives.

  Business response

  08/15/2022

  Good Morning,

  We have issued a refund check in the amount of $536.47 which I will be mailing to her address in CT when it processes later this week.  She should expect to have the refund check within 7-10 business days. 

  This is a highly unusual situation and moving forward we will not be able tor process any further transactions to the bank account used on the original order.

  If you have any additional questions, please let me know.

  
  Thanks,
  
  Erin

  Customer response

  08/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17663511, and find that this resolution is satisfactory to me. Thank you very much to Garnett Hill management for working with me. I will not use this form of payment on future orders. 
  
  Sincerely,
  ****** **** ***

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of Supima Flannel sheets, item #47017 on 10/30/2021, order #42643781 for a total of $106.00. I ordered these sheets with the understanding the merchandise could be returned up to one year after purchase, if the customer was dissatified with the merchandise. The seams are misaligned on the pillow cases which is obvious with the plaid material. I have been in contact with Garnet Hill customer service, 07/18-07/20/2022. Their response is 90 day return policy which is in conflict with the Garnet Hill Guarantee "If any item does not completely delight you, we'll take it back for exchange or refund" no time limit noted. From Garnet Hill's website When the 90-day period ends, our commitment to assuring quality in every stitch does not. Should an item be defective, we’ll replace it for up to one full year from the date of purchase. I feel the misaligned seams are a result of inferior workmanship, not the the superior quality advertised on their site. The sheets have not been removed from the package, only the pillow cases After reading other reviews of these sheets the misaligned seams are not unique to my purchase,

  Business response

  07/27/2022

  Good Morning,

  Yes, the customer is able to return the defective product from O#426*****.  We made multiple attempts to contact the customer by phone to assist with the return of the product, however the call disconnected each time we tried.  We also sent the customer an email outlining the steps to return the product.

  The customer is able to print a return label from our website and we have noted the order to waive the return shipping charge due to the defect.

  Please let us know if we can be of any further assistance,

  Erin

  Customer response

  08/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17598086, and find that this resolution is satisfactory to me, providing a refund is processed in compliance with the Vendors response.

  As a side note, Garnet Hill indicated that "numerous" calls were made in regard to this complaint.  My phone records show one "missed" call on 7/26/2022.

  Merchandise has been returned via UPS with an estimated delivery date of 8/5/2022.  Tracking # 1Z A80 11V 90 **** *****
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered bed sheets from Garnet Hill on February 19, and accidentally mistyped my street address. They shipped on Feb 23, but the Post Office recognized it was a non-existent address and returned the packaged to Garnet Hill. That's all fine, it was my mistake, but I still have not received a refund for the order. I know the packaged was in Garnet Hill's possession by March 15, when I called their customer service, and was told to expect a refund in a few days. Since then, I've tried emailing and gotten no reply. Now it's 10 days and counting. I just want a refund. I'm not sure why I have to reach out so many times to get one.

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/28) */ Good afternoon. As of today our Distribution Center has still not processed this return. We have gone ahead and issued a full refund in advance of this process in the amount of $211.61. This credit will go back to your original form of payment. My sincere apologies for the delay in the processing of this return. Consumer Response /* (2000, 7, 2022/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a long time Garnet Hill customer. A recent purchase of flannel sheets fell apart on the second washing. I contacted Garnet Hill and was advised to return them for a full refund. UPS picked them up, and I haven't heard a thing from them. When I have tried to reach Garnet Hill I get an answering service that doesn't have any information. This use to be a great company until it was sold.I want my money refunded as promised.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/09) */ Good Afternoon, we have been able to locate this customers order #********. The return package was picked up by UPS via tracking number ****************** and appears to be lost in transit to back to our Distribution Center. We have issued a full refund to the customer in the amount of $542.17 to the **** used when the original order was placed. Our apologies for the delay in refund due to the lost package. Consumer Response /* (2000, 7, 2022/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business Response /* (1000, 15, 2022/02/16) */ Good Afternoon, the customer is correct and she should not have been charged for this return. We have refunded the $6.95 and apologize for the inconvenience. Consumer Response /* (2000, 17, 2022/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two sweaters from Garnet Hill and one shrunk in a cold wash (the sweater was advertised as washable) and the other had holes in it. I contacted customer service and sent them photos and they said no problem, to return the sweaters for a full refund and confirmed there would be no shipping fee since the fault was Garnet Hill's. I sent the sweaters back on January 13, 2022, and followed up after I didn't see any refund by January 27, 2022. Garnet Hill responded the refunds take 10-14 days to process. I still had no refund as of February 3, 2022, and again inquired as to status. Although I got a email receipt confirm, 4 days passed and no actual reply came from Garnet Hill. I again inquired on February 7, 2022, and still received no reply or refund.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/10) */ Good afternoon, we would be happy to assist this customer however we will need a little more information to identify the specific items she has returned to us. We have searched our email logs under 2 email addresses ********************* and ******************* and we are unable to find any email correspondence or pictures. If possible, can they be forwarded to ***************@garnethill.com? If she could also respond to the BBB with item number(s) or order number(s) that would help us to identify what items have been returned as she has multiple customer accounts and orders. Thanks, we look forward to assisting this customer with her returns as soon as we have more information. Consumer Response /* (3000, 7, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted Garnet Hill multiple times and confirmed my email and the order numbers with them. I have also verified that the sweaters were returned and received by Garnet Hill, although they have failed to refund me. They promised also not to deduct for shipping, however, I am concerned about this given all their errors. Attached please see our emails regarding these orders. Business Response /* (4000, 9, 2022/02/15) */ Good Afternoon, we have issued the following credits on 2/15/2022 back to our customer. O#******** in the amount of $164.62 back to the Amex used on original order and O#******** in the amount of $162.22 back to Visa used on original order. Our apologies for the delay in processing. Sincerely, Garnet Hill Customer Service.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned items wherein the material was not as expected. I had previously ordered similarly named saltwash chinos from garnet hill and the material was very different in quality. When I returned the recent items, I was still charged a 15.99 shipping charge. I called and complained, but the charge was not refunded.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/04) */ Good Afternoon, we are very sorry to hear that our product quality did not meet your expectations. We have refunded your original form of payment for your shipping ($15.95) and your return shipping ($6.95), total credit of $22.90. Sincerely, Garnet Hill

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called 4 times over the last 2 years and a half to stop having Garnet hill catalogs sent to my house. It is not fun calling customer service people and they keep saying, "no problem, we will remove your mailing address immediately" Obviously there must be some problem because i have received over 10 unwanted catalogs over 2 years. PLEASE STOP sending me catalogs. Get it together Garnet Hill, you charge premium prices for your goods, your customer service response should be better than this. I've actually ceased ordering from garnet hill due to the frustration over this.

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/24) */ Good Morning, I apologize for the ongoing receipt of our catalog. We have escalated this situation to ensure that future mailings will cease. Unfortunately there is a potential for one additional mailing to occur that may already be in progress, after that they will cease. I apologize for the inconvenience,

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently ordered a rug from Garnet Hill (Garnet Hill Order #******** ). When the rug arrived, the outer packaging was severely damaged and the rug itself was exposed and torn. I called the number listed for Garnet Hill's Customer Service, only to be told by the woman who answered that they only take orders, they do not handle issues with orders. This was an appallingly low level of customer service. After much back and forth and repeated calls, they agreed to pick up and exchange the rug for a non-damaged rug. They refused to give a shipping label and told me UPS would come pick it up. Over a week later, no pick up materialized. I have called and called to no avail. A replacement rug did arrive however it was a completely different rug - different color, different size, different everything. It took hours of hold time and repeated calls before someone from Garnet Hill's supposed "Customer Service" told me she'd have to snail mail (?!) a return label, which has not shown up.

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/11) */ Good Morning, Garnet Hill is working towards resolution of this ongoing issue involving damaged rugs as well as a shipping error. We have refunded the customer the handling fee involved with original order and have reshipped the replacement rugs at N/C. A Customer Service Supervisor will follow up with this customer this week to ensure call tag for pick up of damage rugs has occurred and that the reshipped rug arrived in good condition. Consumer Response /* (2000, 8, 2021/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a $119 sheet set from Garnet Hill for my daughter's birthday, I received an email with the right shipping address - and strangely with a billing address that was also my daughter's address. I figured at the time that autofill has just made a mistake, but now I'm not so sure. In any event, the payment was made out of my bank account. I received a shipping notice that the package had been shipped to my daughter's address. However, I discovered that they shipped the package to an Amazon Locker that is nowhere near where my daughter lives. Despite saying in an email that I could contact customer service from 9 to 8 pm, I called that number and was told it's only for sales and that customer service closes at 4. She said the info I received was 2 years old! The woman on the line was so *extraordinarily rude to me* and offered nothing but an email address to which I could send my complaint. The mistakes, lack of customer service, and rudeness prompted me to file this complaint.

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/05) */ Good morning, we received communication from this customer that the package had been forwarded to her daughter and she did receive the sheet set. Please advise if we can be of any further assistance. Thanks Consumer Response /* (3000, 7, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only reason I received the sheet set is because I personally had to contact UPS and file a trace request. I no longer need a refund because UPS rerouted the shipment to her address, but it was not because of Garnet Hill. Their customer service is the absolute worst and consumers should know that. Even over the past few days, I have (for the first time) receive email responses from Garnet Hill telling me they would contact me via phone, but they have not. Business Response /* (4000, 9, 2021/10/07) */ Thanks for the response and our apologies. I have reviewed the email correspondence and we apparently misinterpreted your last email as you stated you no longer needed a refund and you were going to update your complaint with BBB. I sincerely apologize for this frustrating experience - we have issued you a full refund for this order. You will see 2 separate refunds to your credit card in the amount of $43.22 and $74.11. Consumer Response /* (2000, 11, 2021/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/22/21 I registered with Garnetthill.com because of a 30%-off coupon for referring a friend or family member. According to their policy BOTH receive 30% off orders over $100.00. I referred my husband and he placed an order right away that should have prompted the discount immediately. As of today, 9/23/21, no discount has been applied. We have contacted Garnethill four times over the past two days to either have the discount applied or cancel the order. After being bounced from rep to rep, they finally admitted the coupon would not be honored, and that no one was there to cancel the order. It is evident that this is not a reputable company and we do not want to complete this order/transaction and want a refund issued directly. Unfortunately, the company is not allowing us to do so. Please advise.

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/30) */ Good Afternoon, after researching this complaint our system recognized this referral as a self referral and was declined by our 3rd party vendor as it did not meet the terms and conditions of the offer. We have manually approved the referral and applied the 30% off to the O#XXXXXXXX in the amount of $59.87 on 9/28/2021. In addition, the email was sent to the party referred with the offer. Please let me know if there is anything else I can do, Erin F***** Consumer Response /* (2000, 7, 2021/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy they honored the 30% offer. I don't agree it was a self referral as the details of the offer said "friends and family".

*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. ↩