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Grapevinehill

Additional Locations

Phone: (978) 338-5552 100 Cummings Center Ste 421F, Beverly, MA 01915 View Additional Email Addresses

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Description

Grapevinehill.com sells high end brand name footwear, hand and shoulder bags, and sunglasses.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Grapevinehill include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Grapevinehill
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 2
Negative Experience 1
Total Customer Reviews 4

Additional Information

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BBB file opened: July 27, 2004 Business started: 09/01/2002 in MA Business incorporated: 04/22/2003 in MA
Type of Entity

Corporation

Business Management
Mr. Jonathan Kuhlmann, Managing Partner Mr. Michael Ray, Managing Partner Mr. Mark Ray, Vice President of Operations
Contact Information
Principal: Mr. Jonathan Kuhlmann, Managing Partner
Principal: Mr. Michael Ray, Managing Partner
Number of Employees

10

Business Category

MAIL ORDER & CATALOG SHOPPING

Products & Services

Grapevinehill sells the following brand(s): A. Testoni, Ariat, Bearpaw, Bom, Donald J Pliner, Harley Davidson, John Varvatos, Kenneth Cole, Lucchese, Mezlan, Ralph Lauren, Taryn Rose, Timberland, UGG

Refund and Exchange Policy
The Business states if you have any concerns or issues with your product, please feel free to contact us prior to returning your item(s). We welcome and encourage exchanges and will make every effort to help you find the right product. You have 30 days from time of purchase to return any item back to us for a refund or an exchange. All returns must be sent with a completed "Product Return & Exchange Form". Failure to include this completed form may delay or prevent us from properly processing your Return or Exchange request. Refunds that include shipping related charges are granted only on transactions where product is inspected by Grapevinehill, and is deemed defective or in error - return shipping refunds in these cases are limited to the standard ground rate for your items. PLEASE NOTE: We guarantee that we will send you the item that we describe, but we cannot guarantee exact fit. While we have a 99.99% accuracy rate, we acknowledge that mistakes can happen. If in fact there is an error with your order, we will rectify the situation as quickly as possible.
Alternate Business Names
Grapevinehill Footwear Grapevinehill Shoes Grapevinehill.com
Industry Tips
Buying by Mail Mail Order and Catalog Shopping Shopping by Phone or Mail

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Cummings Center Ste 421F

    Beverly, MA 01915 (978) 338-5552

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 153

    Beverly, MA 01915

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Types of Complaints Handled by BBB

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  • Billing or Collection
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BBB Complaint Process

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Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
  • - Communication/Mass Email
  • - eQuote
  • - Sales
  • - Communication/Mass Email
  • - eQuote
  • - Technical Support
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Complaint Detail(s)

8/23/2011 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a pair of Ariat boots from Grapevinehill on 8/14/2010. Approx 5/2011 a piece of the leather on the boot ripped. I went to the Ariat website to determine their warranty procedures. Ariats website (**********************************) does not state a timeline for warranty and states that you need to return the product to the retailer from whom you purchased the product from. Grapevinehill was willing to review the boot so I shipped the boots back at a cost of nearly $15. Two weeks after confirmed receipt by *** I contact Grapevinehill to determine the status of my return. They replied that after inspecting the product they were unable to determine any defect in the material. Split cowhide around the ankle does not split in the middle of the "sheet" without some sort of defect in the material. This is a non wear area that is most often covered by a pant leg. I was offered to have my boots returned to me or to have a coupon for 50% off. The boots are defective and I simply want my money back.

Desired Settlement: Full refund of the purchase.

Business Response: Your request is absolutely unreasonable.  The boots are definitely not under any warranty any more.  We have been more than generous with our offer to you.  We can't possibly guarantee a pair of shoes that is almost 1 year old.  Shoes get used and they wear out eventually.  This wear includes leather tearing eventually.  Please let us know how you would like to proceed.   

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. I understand wear as I work in the retail industry, footwear even. If the toe, heal or even the side of the boot had worn I would be disappointed at the lifespan of the leather but not feel it was defective. There is not wear on the leather surrounding the affected area nor are there any signs on the area of puncture or slicing. There is no reason the boot should have torn in the position it did. These were not boots that were worn every day of the week to work, they were weekend mow the lawn and go horseback riding boots. As to speak to this return being reasonable. My initial contact with your customer service department indicated that warranty returns were not possible. After quoting Ariats website that I had to return the boot to the business from whom I purchased them for warranty concerns was I told that I could return them and was told "we will see what we can do." There was and still is no desire to stand behind the product you sell.   Regards, ***** ******  

Business Response: A full refund after a full year is not an option.  This is completely unreasonable.  There is not one discount retailer in the world who would ever honor your request.  I am sorry that you feel differently about this, but this is the way it is. 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. It has not been a full year. I began correspondence with your company 9 months after purchase. Again, Ariat does not state a term of warranty of their product on their website. I understand general use completely, the issue with the boot is not general use, it's a defect in the material. Regards, ***** ******  

Business Response: We will ship the item back to the customer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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