ComplaintsforPendleton Woolen Mills, Inc.

• 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,
  
  *******************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  1/10/2024 order placed for $121.11 delivery expected 1/15/2024 1/15/2024 package delivery delayed (p.d.d.), 1/16/2024 p.d.d., 1/17/2024 p.d.d. and I requested the product be intercepted and delivered to the end recipient as this was a birthday gift. They did not intercept the package. ved the product. 1/18/2024 p.d.d, 1/19/2024 p.d.d., 1/20/2024 p.d.d., 1/23/2024 package was delivered to the wrong address. I filed a claim directly with *** and requested a refund directly from Pendleton as they would be the recipient of the *** proceeds. 1/30/2024 *** called me and said they were going to try and retrieve the package. 1/30/2024 Pendleton sent me an email stating "a lost package case has been created and the specialist will be in touch with you." 2/3/2024 I emailed Pendleton requesting my refund.2/6/2024 Pendleton stated 'this order was returned to sender. Once received and processed you will receive a refund'. I responded to Pendleton on 2/6/2024 as I am not the one who ever received or returned the package my refund should not have to wait for Pendleton to receive the refund 2/8/2024 Pendleton again stated "This order was returned to sender according to *** tracking 1ZW0598F0399521384. Once processed you will receive a refund back to the card used for purchase."2/8/2024 I again emailed the sequence of events and requested my money back

  Business response

  02/11/2024

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

  We apologize for the experience you had on this order. On 02/08/2024, a refund was issued in the amount of $121.11. Pendleton document CR0015945. This may take 3 - 5 business days to show at your financial institution.

  Thank you,

  Garu

  Customer response

  02/11/2024

  I would like to wait to close this complaint until after my credit card is credited

  Customer response

  02/12/2024

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

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a personalized wool blanket with Pendleton on November 13, 2023 for $116.59. I received the blanket and gave it as a Christmas gift. When it was opened up, the personalization was incorrect. I ordered "********" and instead, I received "********" with a lowercase "***** emailed them and send a picture. I received an email back that a new order was placed. I called after 5 weeks and was told I was called by an embroidery specialist and informed the order was cancelled b/c the font was correct. The manager offered to re-open the case and I requested that they email me the uppercase alphabet to show me the font was correct. I didn't hear back from them so I called again a week later. I was told the same thing. That an embroidery specialist called me, and left a message saying font was correct and that they cannot send me what the uppercase font looks like. They also said the case will not be re-opened.

  Business response

  02/11/2024

  ****************,

  Thank you for bringing this matter to my attention. I apologize for your experience. Thank you for giving us the opportunity to correct. I will reach out to you via email.

  Best,

  ****

  Customer response

  02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, a replacement blanket, is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid ***** for expedited 2-4 day delivered. Item ordered on 12 Jan 24. Today is 22 Jan and still not received, so I asked for refund of ***** for my expedited shipping charges. The lady told me ****** in customer servic its not their fault and no refund. Order SO1319943.

  Business response

  01/23/2024

  ****************,

  Thank you for reaching out on this issue. A refund for the $14.95 was approved yesterday. You should see this on the card you used in approximately 5 business days. We apologize that you did not receive your package on time.

  Best,

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

  Pendleton Woolen Mills

  Customer response

  01/24/2024

   
  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

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Dec. 29th, I placed an order for 2 items. The items were listed as in stock on the website, and my card was charged for the purchase. After experiencing difficulty ordering on the website, I spoke directly with a sales rep and placed my order. Yesterday I received an email from ********* stating that my order had changed. I tracked the order, and the ********** Coat had been shipped, but the Silverton Coat was no longer on my order. I called customer service to inquire about the ********************** I had ordered, and was informed that the Silverton Coat was no longer available. I am frustrated because I had placed this order a week ago, and only just learned that the jacket was no longer available. I would appreciate your assistance in this matter. I am a big fan of *********, and would love to continue to support the company. However, I have not been impressed with the customer service. Thanks for your help!

  Business response

  01/08/2024

  Hello ****,

  Thank you for reaching out regarding SO1308175. We apologize that the Silverton coat in ******* Star Grey was out of stock. Unfortunately, items can go out of stock quickly. I do not see a replenish date for this item at the moment. We would like to offer you 25% off your next purchase with code 25A-RTB4-LNZB-7W. Again, we apologize for this item being out of stock.

  Best,

  **** @ Pendleton Woolen Mills

  Customer response

  01/09/2024

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

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of sock through Pendleton's website as a gift for my partner. When I partner put the socks on a big hole was created on the side of the sock due to an obvious flaw in the fabric. There is absolutely no excuse for the sock developing a hole when someone just puts the socks on. It is clear by the photos that this is a pure quality issue and that Pendleton sent a pair of socks without doing a quality check. I have emailed the company twice, including photos, asking for them to take care of the situation. I should either be refunded or sent a new pair of socks. Or, to be honest, BOTH! I expect quality from a company like Pendleton, but it's clear that they are lacking quality. Furthermore, they are lacking good and decent customer service. No one has responded to my return request emails. When I finally reached out to their online chat service, the representative ( name *****) was entirely unhelpful and rude. It's clear that they didn't want to deal with the situation and they wanted to make the situation difficult on me. I even provided them with 3 photos of the damaged socks that they sent. **************** is important and how you deal with your customers is how you (1) keep customers and (2) get new customers. Based on how I've been treated, I would never recommend Pendleton to anyone and in fact would say that they shouldn't order from them.

  Business response

  01/05/2024

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

  Thank you for reaching out regarding your experience with Pendleton Woolen Mills. I apologize for the experience you had. Attached please find a cash refund receipt for your transaction. 

  Best,

  **** @ Pendleton Woolen Mills

*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. ↩