Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a sweater and a blanket from Pendleton on 11/17/24 and paid $138 on my credit card on the same day. I never received the merchandise. I've emailed them twice but have never received a reply. I would like the merchandise or my money refunded.

  Business response

  01/20/2025

  Hello *****,

  Thank you for reaching out regarding this issue. Unfortunately, we do not have a recent order under your name. We checked your existing customer profile that you have with ********************** and the last order placed was December 10, 2021. We have not received any emails from ********************************** Our order numbers begin with the letter S as in sales and O as in order, then 7 numbers. Order No. 111231-285831 is not a valid Pendleton Woolen Mills order number. Our suggestion would be to check with the credit card company of the card you used and find out who the merchant was.

  Best,

  ****

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought these two monogrammed towels in mid October for $134.24 and I double checked with the example window that my initialing was how I wanted it. When they shipped it to me they switched the last name and middle name initials. The image was also not matching the true color of the towel. I thought I was getting a grayish green and white and got instead a solid green and beige. Since December 23rd I've been trying to get this sorted with them via phone and emails. They said they would investigate and to send a picture (again) but I get an automated answer. They are not working on this at all for me and now the window is closing. It feels like it's on purpose so they do not have to redo their work or refund me. I just want to return these and get a full refund at this point. Extremely frustrating. Having to call 5 times and email 3... No resolution given to me yet. It should be a quality return that's accepted.

  Business response

  01/13/2025

  Hello ******,

  Thank you for reaching out regarding this issue. We apologize for the misunderstanding on your embroidery order. We appreciate the feedback regarding the item color being grayish green and white on the website but more of a solid green and beige when reviewing in person. We have processed in our system the refund of $134.24 as you requested. This will go back to your **************** card and could take 5 to 7 business days. No need to return the towels. Again, thank you for bringing this issue to our attention and we apologize that your customer experience on this order was not better.

  Best,

  ****

  Customer response

  01/13/2025

   
  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

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Date of Transaction: 12/01/24 - Amount Paid: $19.89 - Business committed to provide me a "Bandana; Cowboy Blue" and failed to do so, as well as failed to provide me with a refund.- I placed an order with Pendleton on 12/01/24. Package was "Returned to Sender", meaning it was returned to Pendleton. *** states it was to be returned 12/05/24. It is 01/07/25 and I have called Pendleton THREE times since 12/05/24 asking for my refund to be processed as I never received the item I purchased and have received NO RESOLUTION OR REFUND from this business. I have filed an inquiry with ******** to see if they are able to get me my refund from this company. I am now filing a complaint with the BBB and seeing a multitude of complaints! After this experience, I expect to be refunded and will no longer be shopping with Pendleton.

  Business response

  01/08/2025

  Hello Anahi,

  Thank you for reaching out and bringing this issue to our attention. We apologize for the lost package. Since you have filed an inquiry with the credit card company, ********, we will need to see how that is resolved before we can answer this complaint through the Better Business Bureau. 

  Best,

  ****

  Customer response

  01/09/2025

   
  Complaint: 22780188
  
  I am rejecting this response because: AfterPay has closed my inquiry and redirected the refund to Pendleton. You can now correct this situation.
  
  Sincerely,
  
  ***** ******

  Business response

  01/09/2025

  Hello Anahi,

  Thank you for reaching out again regarding this issue. We apologize this shipment was rejected by **** when *** attempted to hand off for final delivery. Per their website it states item is being returned to Pendleton on 12/05/24 but we have yet to receive. The other item you ordered the same day made it to you with no issues using the same carriers. 

  We have begun the refund process back to AfterPay. You will be refunded for the entire order which totaled $19.89. We would like to offer you a 25% off code for your next purchase. Code is 24CS-TFWV-W54P-KXV9-DF9Q with the following exclusions;
  
  25% off your entire single purchase in stores and online. Not valid in affiliate stores. Excludes ************ Standard Ground Shipping valid online only. Additional handling surcharges and fees for multiple ship-tos still apply. May not be combined with any other offer. Not valid on previous purchases. Offer may be rescinded or changed at any time.

  Again, we apologize for your experience on this order.

  Best,

  ****

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a wool blanket on November 28 and paid $39.95 for overnight shipping. I called the company on December 2nd because I had not received it. I was told that it was going out that day and that I would be refunded the $39.95 shipping and it would take "several business days." I called again on December 13 and was told that it would be escalated to a "financial case" and again a refund in "several business days." I called again on December 19th and got a different *** who told me there would be no refund because It was shipped that following Monday. I would understand if were shipped on Friday the 29th, as all the carriers deliver on Saturdays, but I didn't receive it until Tuesday the 3rd of December! Something is not adding up here!

  Business response

  01/02/2025

  Hello *****,
  
  Thank you for reaching out. We have been notified by your financial institution (issuer of credit card) that you have submitted a charge back for this transaction. Until that is resolved, we can not respond to this complaint filed with the Better Business Bureau.
  
  Best,
  ****

  Customer response

  01/06/2025

   
  Complaint: 22757475
  
  I am rejecting this response because:
  

  The chargeback was cancelled by the Financial institution.
  Sincerely,
  
  ***** ******

  Business response

  01/08/2025

  Hello *****,

  Thank you for reaching out again regarding this issue. We did research this situation and concluded the following;

  Card holder placed via merchants website order SO1513930 for 1 - ZA131-50717-UNIT ***************************; *******, on Thanksgiving day, 11/28/24. Card holder selected item to be shipped next business day, paying $39.95 for the expedient shipping.

  Merchant fulfilled order the next business day after the holiday on 12/02/24, shipping from the Oregon distribution center using tracking #1ZV53V710117802388. Per *** POD, item was delivered 12/03/24 to card holders address in ***********, *******, within the time requested.

  Card holder was explained this information when called in on 12/02/24, 12/13/24 and again on 12/19/24.

  Merchant has honored the promise of next business day delivery.

  Best,

  ****

  Customer response

  01/08/2025

   
  Complaint: 22757475
  
  I am rejecting this response because:
  The website offered "overnight shipping" for $24.95 plus $15.00 surcharge ($39.95). "Next business day" was NOT specified. My understanding was that the blanket would be shipped by FRIDAY, NOV 29TH. All of the major carriers deliver on Saturdays. The first two reps I talked to said I would get the $39.95 refunded due to the delay. I feel like I was lied to and misled by this company.
  Sincerely,
  
  ***** ******

  Business response

  01/09/2025

  Hello *****,

  Thank you for responding. We apologize for this confusion but this order was delivered on time. We would like to offer you a 25% off coupon for your next purchase. Code is 24CS-7DRP-P3OH-WBWR-7WP6 with these exclusions;

  25% off your entire single purchase in stores and online.Not valid in affiliate stores. Excludes Luggage. Free Standard Ground Shipping valid online only. Additional handling surcharges and fees for multiple ship-tos still apply. May not be combined with any other offer. Not valid on previous purchases. Offer may be rescinded or changed at any time.

  Best,

  ****

  Customer response

  01/13/2025

   
  Complaint: 22757475
  
  I am rejecting this response because:
  Sorry, since when does overnight shipping mean receiving the product 5 days later? While your offer seems generous on the surface, the reality is that I paid for a service that was not received. The first two of your **** that I spoke to told me that the shipping will be refunded. Were they lying to me?
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Pendleton in November of 2024, to take advantage of Black Friday sales. I have never purchased from this vendor before.The package came badly damaged, and one of the shirts I bought for over $100 was ruined. I called customer support, got a case#, and I was told to email ************************************************* with the case and order numbers, to get an exchange on the item, as this was their only way to authorize and approve exchanges. I was told it can take up to 72 hours to get a response back. After 72 hours passed and I did not receive a response, I called back in to customer support. I was told that there is nothing else they can do, and that I will be charged if I try to return the damaged item by an employee named *****. She would not let me speak to a supervisor or tell her her supervisor's name.

  Business response

  12/17/2024

  Hello ******,

  Thank you for reaching out regarding this issue. We apologize that you received this item in the shape it was. We have reached out to the carrier regarding this package and what happened while in transit to you, it did not leave our facility in the shape you received. Again, we apologize.

  We did receive your photos yesterday via email. Before that our system shows a return merchandise authorization (RMA) was processed on 12/07/24 and another processed yesterday, 12/16/24. These return labels will allow you to ship original package back to us. 

  We apologize that our timeframes got outside the 72 hours you were quoted. This is our peak season and we strive to keep acceptable timeframes but based off workload we do get a little behind from time to time.

  We would like to offer you a 25% off coupon for your next purchase. That code is 24CS-UVSZ-LGYV-U2EB-A3WQ. Disclaimer = 25% off your entire single purchase in stores and online.Not valid in affiliate stores. Excludes Luggage. Free Standard Ground Shipping valid online only. Additional handling surcharges and fees for multiple ship-tos still apply. May not be combined with any other offer. Not valid on previous purchases. Offer may be rescinded or changed at any time.

  Happy Holidays,

  ****

  Customer response

  12/17/2024

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A ****** search for bath towels MADE IN *** makes the site ( PENDLETON) come up at the top.It says in the search:Shop ********** Towels Shop Classic Pendleton Towels Made In Our American Woolen Mills.I ordered towels and they say MADE IN ****** !The towels I ordered are under the section:Shop ********** Towels Shop Classic Pendleton Towels Made In Our American Woolen Mills.They are NOT made in your Woolen Mills.If I want foreign made towels, I will go to ******* and pay 1/10 the price I paid for yours.**************************** NE

  Business response

  08/29/2024

  Hello ****************,

  We apologize that these towels did not meet your expectations. Our website states these towels are imported and not made in the ***. We will update the parameters and keywords for the ****** search. A refund of $125.02 is being processed back to your original payment method and you should see that in 7 to 10 business days. You will receive via email from *** Quantum view, a prepaid return label for the towels. Please send those back to us at your earliest convenience.

  Best

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

  Pendleton Woolen Mills

  Bellevue, NE

  Customer response

  08/29/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What an exasperating experience with Pendleton this morning ! It begins by making it difficult to get to an actual agent on the **************** Line ! This should be the first sign that the customer is not the priority of the Company.After reaching an actual agent I explained that after trying to place two orders I continued to receive error messages when entering my credit card number and information that my card was not valid. I used multiple cards and continued to get the same message on multiple occasions. I had made two different orders as I could not find an option on the site to send one item as a Gift and the other to my home.After checking one of the cards I found multiple transactions were pending for each time I had entered my card number and received the same error message. On one of the transaction I received a confirmation number. All of the others just multiple error messages.I explained this to the customer service agent who had Initially tried to help, then proceeded to tell me that I must have entered the information wrong on multiple occasions despite me having explained that there were multiple pending charges on my credit card !Rather than trying to remedy the situation they offered NO help at all. I left an email address for which they should have access to as a registered customer as well as my phone number. After 10 min of complete exasperation with the agent and 30 min off exasperation on the site, I told the agent I would instead take it up with the credit card company and that I would let as many people as possible aware off my experience with Pendleton !This alone should have triggered a response and a solution from a supervisor - but I have heard nothing and my cards have multiple pending transactions from Pendleton still on them !A once venerable ************************ that has lost all focus of the customer. At this pint only a response from the *** will suffice.

  Business response

  04/25/2024

  Hello *************************,

  Thank you for bringing this issue to our attention. We apologize for the negative experience. Currently we show you have 1 order that was placed on 04/22/24. This order shipped yesterday with tracking number **********************. We would like to offer you 25% off your next order due to this negative experience. Please use code 24CS-V4MO-D4BA-AW7G-CPMD.  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This "Board Shirt" I purchased 2+ years ago, way down at a private shop in *********, **; - tho similar to a previously owned wool shirt Pendleton makes - this one could not be pure wool as advertised: I thought I could eventually clear the cedar stench out of it, but instead I'm actually having sporadic allergic reactions to it now. [It must have "watered down" wool, mixed with cedar fiber - helping explain why it doesn't shed water like the other shirt did; & explaining why the shirt still stinks]. Further, the button system was unusable: on a cool morning run in ****** my hands were a little cold as I tried to get the shirt off before getting in the car; 5 mins. later I was getting cold and had to just rip the top 2 buttons open - losing both, but finally able to get the shirt off: the top button having been a bizarre loop design, the others having the only sideways button holes I've ever seen on any kind of shirt. The shirt is otherwise still in new cond. - & tho of course I'd like to get my $159 back (& will return the shirt) - I'm hoping BBB will report the false advertising associated with the case to the appropriate regulatory agency or agencies,

  Business response

  04/15/2024

  Hello *************************,
  
  Thank you for bringing this issue to our attention. Our standard operating procedure is to have you complete the below information;
  
  Name of Purchaser:
  Your mailing address:
  Your contact phone number:
  Your email address: 
  Youre Name:
  Date purchased (an estimate is fine):
  Place of purchase:
  What is the item number and size (if applicable)?
  If available would you like a replacement?
  
  Thank you in advance for completing the above information. Once we have verified the purchase, we will send you a return label so the defective item can be returned to Pendleton.
  
  Best,
  ****

  
  

  Customer response

  04/18/2024

   
  Complaint: 21565708
  
  I am rejecting this response because: It doesn't address the fraudulent nature of the case: with the substitution of cedar fiber for some of the  "100% wool" the shirt does not breathe or shed rain water well vs. the similar Pendleton wool shirt I owned previously (which was also feee from any cedar stench, let alone after washing the current stinking shirt for at least 2 yrs. should it still stink like cedar - & it's bizarre button system should be replaced entirely (which the company response says nothing about at all).
  
  Sincerely,
  
  *************************

  Customer response

  04/18/2024

  Purchase at Kildee Clothing c. Nov-Dec 2021@$159. tag on side of shirt has possible item # of RA790-32509 (& # ********). [e-mail: *********************]
  [Per bbb policy/pref. do not give out, or post other personal info.].                         [Exchange is not acceptable resolution in any case].

  Business response

  04/23/2024

  Hello *************************,

  Attached please find a prepaid return label. Our standard process is to have potentially defective items returned to us for a quality inspection. Once that inspection has happened we will notify you of our findings. If the item in question is found to be defective, you would be eligible for a merchandise credit. Cash refunds are not an option after 60 days from purchase date.

  Please ship item back to us so we can do our quality review.

  Best,

  ****

  Pendleton Woolen Mills

  Customer response

  05/01/2024

  Hi  
    This case was closed before i could respond in 7 days. The business response was unacceptable: they are offering (potential) credit for the shirt: rather than just admitting to diluting "100" Pure Wool" with substantial amounts of still-stinky cedar fiber (after some (2) yrs. & many washings).
    
  Sincerely, 
  ***** "******" Rotunda 
  

  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Pendleton comforter, after only four months of use, I have noticed that the threads on the comforter and pillowcase set are coming apart.The unraveling threads have significantly impacted the appearance and functionality of the bedding set. Despite following the care instructions meticulously, the premature deterioration of the product is disappointing and unexpected.As a loyal customer of **********************, I have always admired the quality and craftsmanship of your products. However, this experience has left me questioning the durability and longevity of your merchandise.I kindly request that Pendleton address this matter by providing a replacement for the defective SISKIYOU COVERLET SET. Ensuring the integrity of your products is crucial to maintaining customer satisfaction and trust.

  Business response

  04/01/2024

  Hello *********************,

  Thank you for reaching out and bringing this issue to our attention. Do you have the Sales Order number that has this item on it? We were unable to locate anything related to this order when searching by your name or email address.

  Best,

  ****

  Customer response

  04/01/2024

   
  Complaint: 21502678
  
  I am rejecting this response because:
  
  

  this was a gift from a family member that has passed away  

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

  Business response

  04/05/2024

  *********************,
  
  Thank you for sharing the additional information of this item being given to you as a gift and not purchased directly by yourself. Please accept our condolences on the passing of your family member. Our standard operating procedure when dealing with gifts is to have the below information completed;
  
  Name of Purchaser:
  Your mailing address:
  Your contact phone number:
  Your email address: 
  Youre Name:
  Date purchased (an estimate is fine):
  Place of purchase:
  What is the item number and size (if applicable)?
  If available would you like a replacement?
  
  Thank you in advance for completing the above information. Once we have verified the purchase, we will send you a return label so the defective item can be returned to Pendleton.
  
  Best,
  ****

  Customer response

  04/05/2024

   
  Complaint: 21502678
  
  I am not rejecting yet, just providing information. Thank you Pendleton. Below is the info you requested. 

   

  Name of Purchaser:  ***********************
  Your mailing address: ****************************************************************************************
  Your contact phone number: ************
  Your email address:  *********************
  Youre Name: Braxton Jumper
  Date purchased (an estimate is fine): Around November 2023
  Place of purchase: Dillards I believe 
  What is the item number and size (if applicable)? It's a  King SISKIYOU COVERLET SET Item #********
  Yes I would like a replacement 

  Name of Purchaser:  
  Sincerely,
  
  *********************

  Business response

  04/09/2024

  Hello *******,

  Thank you for supplying the information we requested. We have put together a no charge replacement order, SO1365797. This order shipped yesterday and has tracking number 1ZV53V710317487127. We appreciate your patience in this matter. Please do not hesitate to reach out directly to me if you have any issues with the replacement order.

  Best,

  ****

  Customer response

  04/09/2024

   
  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. Pendleton went above and beyond and I appreciate the customer support. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in CA and bought some stuff online which I paid sales tax on. I was in ******** for the holidays and I visited the store in ******, ** and returned some of the stuff I bought online. The store didnt refund my sales tax! I didnt notice until I got back to CA. I called the corporate number and also this store to fix it. They found the transaction and agree that it was a mistake but they havent done anything about it.

  Business response

  02/29/2024

  Hello *******************************,

  Thank you for reaching out on this matter. We have researched and come to the conclusion that for the item you returned, you did not purchase online but in the same store you returned it to. Thus, no sales tax was charged and no sales tax will be refunded. Attached please find;

  1) Cash sale CS2278552 > This document shows item ZA158-52553 was purchased with no sales tax being charged.

  2) Credit memo CM0196310 > This document shows item ZA158-52553 being returned with no sales tax being returned, only the price of the item.

  Please let us know if you have additional questions or concerns.

  Thank you!

  Customer response

  02/29/2024

   
  Complaint: 21363302
  
  I am rejecting this response because:
  

  The transaction you referenced is the wrong one.  I bought a jacket online on 12/9/23 and returned it in the ****** store on 12/26/23.  I've attached a copy of the email confirmation for the purchase and a copy of my credit card transactions showing the purchase and refund amounts.

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

  Business response

  03/04/2024

  Hello *******************************,

  We do not see the attachments you reference. Please attach.

  Thank you,

  ****

  Customer response

  03/04/2024

   
  Complaint: 21363302
  
  Hello **** - I tried to attach the files again.  Not sure if it worked.  I'm also sending an email to **************** **************************************** with the attachments.
  
  Sincerely,
  
  *******************************

  Business response

  03/04/2024

  Hello ******,

  Thank you so much for providing those screen shots. That allowed us to connect the dots, and confirm you were not refunded properly! We apologize for this mistake. Our accounting department is refunding the $20.66 to the credit card you used. Please allow 3 - 5 business days before this credit shows on your account.

  Best,

  ****

  Customer response

  03/04/2024

   
  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.
  
  Sincerely,
  
  *******************************

  Customer response

  03/14/2024

   Hello - I filed a complaint a couple weeks ago (#********) because this business incorrectly kept the sales tax I paid on an item after I returned it. They acknowledged that they made a mistake and agreed to a refund which was to be paid within a few days. They still have not provided a refund. This is completely unacceptable! I've had to spend way too much time chasing this down. I have to think it is illegal for a business to do something like this (i.e. keep sales tax on returns).

  Business response

  03/14/2024

  Hello ******,

  Please see attached refund receipt. We apologize for the delay.

  Best,

  ****

  Customer response

  03/14/2024

   
  Complaint: 21363302
  
  I am rejecting this response because:
  

  Ive been a customer of yours for some time now and have bought several items both for myself and as presents for others.  Never had a issue.
  

  This was clearly a mistake in the system on your end.  And thats finemistakes happen and I would have been ok with it if its acknowledged and rectified in a timely manner. Instead *** had to waste many hours going back and forth on the phone, over emails, and now with the BBB.  At this point a simple reversal of the mistake is not good enough.  

  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. ↩