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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
ORDER ID #********* received second week fo Dec 2023 and returned to their return department the first week of Jan**** with return num RA# ****** I have contacted this company.severals times with no avail and so far no refund at all. Their phone.num.is always ringing with zero possibilities to talk to anyone to resolve any issues.All i have gotten is an email saying they.were looking for my return and so far after I keep.contacting them.they dont even bother to answer back. As I stated as Feb 7 **** still I haven't received any refund from my purchase.
Business response
02/08/2024
Hi *******,
We understand the your concern and frustration that you've experienced while waiting for your return to be processed. However, as stated on our returns page (*********************************************************) as well as the email where your RA# was issued, we asked that you allow 3-4 weeks for your return to be received an processed. Your return arrived to our warehouse on 1/16/24, which was 3 weeks ago. With that being said your return/refund has been processed. Please note that it can take a few business days to post to an account.
We appreciate your patience and understanding as our small team works to process returns as quickly as possible.
Best,
*******
Customer response
02/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
01/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an online order with Vermont Flannel Company on 12/9/23. The total was for 2 items and shipping costs for a total of $160.55 the items were never shipped. When calling about why, they stated the shipment was "forgotten" and never sent. This was on 12/22/23. The woman on the customer service line said they would send the items that same day. The items were STILL never shipped. Next contact after dozens of calls made to the customer service line and customer email service, a woman on 12/27/23 stated a refund would be issued but she could not do anything further. It is 1/13/24 and I have not received any items or refund for my purchase of $160.55. I would be seeking the 2 items as well as a refund or further compensation from the company, as these were Christmas gifts that were never received and never refunded in order to purchase something elsewhere. They have taken my money and refuse to help or replace items.Business response
01/15/2024
*******,
We're so sorry for the issues you experienced, which prevented you from receiving your order. Additionally, we apologize that your refund was not processed on Dec 27th like you were told via email that it would be. I have completed your full refund, which you should see posted to your account within a few days or so. I had provided a screenshot showing that your refund has been processed today, but is still pending until it settles/posts to your account.
Again, we are terribly sorry for the inconvenience and disappointment.
Best,
The Vermont Flannel Team
Initial Complaint
10/28/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased a shirt from the company. The shirt was too small and I wanted to exchange it for a different size. I could not get anyone on the phone to help me with sizing, and during this time I found out that there were no exchanges for shirts, I simply had to return it for a refund. So i printed out the return paperwork and mailed it back along with the shirt. Then I was informed that if I paid with a credit card that I could not get a credit to my account and would receive a check. I have not received a check, have not had my latest email answered, yet they emailed me an advertisement for 10 percent discount on a purchase. To tell you the truth, I really liked the shirt, but their complete lack of help, poor communication and exchange policy changed my mind. I just want my money returned, I returned their shirt, promptly and in the same new condition.Business response
11/04/2022
Hello ****!
Thank you so much for reaching out. First of all, we're so sorry to hear about the experience you had with us. Please note that over the past couple weeks, there were technical issues with our phone system so we did have a few days where our phones were down. Additionally, we have been experiencing larger than normal call volumes. Although this is no excuse, I did want to explain the reasoning behind why it was difficult for you to get a member of our team on the phone. Please note that we have addressed these issues so you should not experience anything like this in the future! Your comfort is our top priority.
In terms of your refund, it was processed on 10-26-2022 in the amount of $73.80. I did see email communication between you and members of our team about this. It does take several days to reflect in your account but hopefully you have seen that refund come through. Please note for future reference, our standard processing times for refunds is 3-4 weeks.
We really appreciate your patience with us during this time and as a thank you, we would like to provide you with free shipping on your next purchase from us. You may use the code BEHAPPY22 on your next online order. It is valid through 12/31/22.
If there is anything else we can do, please don't hesitate to reach out at any time!
Warmest Regards,
Emily
The Vermont Flannel Co.
************
*******************************
vermontflannel.comCustomer response
11/05/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
09/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
ordered about mid August the website clearly showed collar buttons for the Seasucker Long Sleeve Shirt; after receiving a shirt without said buttons, Vermont Flannel refunded me lest the shipping I paid to be mailed an item a did not orderBusiness response
10/25/2022
Hello *****!
While our Return policy states that shipping is non-refundable (https://www.vermontflannel.com/returns-exchanges/) we would be happy to make an exception for you. Please contact ******************************* with ATTN ***** in the subject line and I would be happy to help process a refund for the shipping cost.
Warmest Regards,
*****
The Vermont Flannel Co.
************
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