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Complaint Details
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Initial Complaint
12/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
BEWARE BUYERS. If you order online and need to return because a gift duplicated you’ll be charged exorbitant shipping costs. Bought a sweater. Sister gave me one identical for Christmas. Returned one I bought. Over $22.00 of my purchase price kept for an $8.00 shipping cost!!!!!Business response
01/05/2024
Good afternoon,
We have waived the return label fee and issued a refund to your original payment method in the amount of $8.95.
As a gesture of good faith, we have also issued a refund for the original shipping in the amount of $14.95.
Thank you,
Erin
Business response
01/05/2024
Good afternoon,
We have waived the return label fee and issued a refund to your original payment method in the amount of $8.95.
As a gesture of good faith, we have also issued a refund for the original shipping in the amount of $14.95.
Thank you,
Erin
Initial Complaint
12/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
A mattress topper delivered was clearly used. Called GH who arranged *** pick up. Could not exchange - had to order replacement and refund credit would be issued upon return of original. Item picked up on 12/4. Several inquiries to GH about status. GH acknowledge return received on 12/6. GH stated it takes 3-5 days to process return and issue refund credit. GH has still not issued credit weeks later. I would like them to promptly refund my credit card.Customer response
12/27/2023
GH emailed me 12-26 to say they had processed the return and my credit card would reflect the refund/credit in 10-12 business days.
I am not confident the credit will be posted timely or in the timeframe GH promises.
I feel the slow processing of return and long time for credit to be posted is poor business practice. GH is certainly more expedient with processing orders.
Business response
01/05/2024
Good morning - please accept our sincere apologies for the delay of your refund. Unfortunately, the carrier returned the shipment to one of our sister brands that share our Distribution Center and created the delay.
Your refund was issued on 12/26 in the amount of $262.01 to the original form of payment used on the order.
We apologize for any inconvenience this may have caused.
Customer response
01/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******98.I am accepting the response to end the matter.
But I wish to point out some problems with Garnet Hill's response.
I find Garnet Hill's reason for the delay (misdirected shipment) improbable.
Garnet Hill is the one who provided the shipping label to the carrier. If there were any error in directing the shipment, it lies with Garnet Hill.
Two days after picking up the item, the carrier delivered the package to the address or location Garnet Hill provided. With the information available to it, Garnet Hill knew where the package was located.
Sincerely,
**** *******Initial Complaint
12/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have attempted to receive a refund (*********** of $228.52 since March. GH mailed a check twice supposedly and cant credit my card directly because they installed new software and have no previous accounting records. Promised to mail a check today but Im doubtful!Business response
12/19/2023
Good afternoon,
We have reviewed the complaint and after further investigation we have determined we sent the customer check # **** in the amount of $228.52. The check was created on 4/27/2023 and our records indicate the check was cashed on 5/16/2023.
We have attached an image of the check for the customer to reference.
If we can be of any further assistance, please advise.
Thank you,
Erin
Initial Complaint
12/05/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On the Invoice and the order email I received from Garnet Hill they clearly state that we ordered a Cotton Fleece Blanket and Cotton Throw. We only received the Cotton Blanket and Not the Cotton Throw Blanket. When I called I was told that I needed to order and pay extra for the Cotton Throw blanket. Clearly we were expecting both items...the Cotton Blanket and the Cotton Throw. I would call that very deceptive advertising since the Invoice states "Cotton Fleece Blanket and Cotton Throw"Business response
12/21/2023
Good afternoon,
I apologize for any confusion on your recent purchase.The product title describes the items available for purchase - Cotton and Fleece Blanket and Throw. There are specific components/sizes available for the customer to choose for purchase (Throw, Twin, Double/Queen, King) after they have selected the color of the item they would like. The product page also displays a range of prices for the individual components/sizes during the selection process. We do not reference these products as a set.
I have attached a series of purchase progression photos that depict the choices a customer must make during the purchase as well as how the pricing is displayed based on the size selected.
Sincerely,
Garnet Hill Customer Service
Initial Complaint
11/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Misleading promotion: I bought a jacket - Brand: JohnnyWas. Style: Orissa. Item #: 501418. Order #: ********** for $139 plus tax and shipping. Total $167.62 on October 27, 2023. GH had a 2 DAY ONLY promo - 25% off $100 - $199, I applied the promo in my cart and not until today when I received the item did I realize the promo was not included. Now, the rep (Adam) who I spoke with today admitted JohnnyWas is/was not listed in the "list of brand exclusions" and the promo also did not expressly state sale items were not included in the promo so I would like them to refund me $34.75. Their promotion was deceitful.Business response
11/17/2023
Good afternoon,
My sincere apologies for any confusion around our recent promotion. The details of all our promotions, including any specific items or brand exclusions can be found on our website home page, social posts and emails. The screen shot that was provided shows where a customer can find the *details of each promotion, as they can vary.
As a courtesy, we have provided the customer with an additional credit in the amount of $41.70 back to the original form of payment used on the order.
Thank you,
Customer Service
Initial Complaint
10/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I recieved a order on Sep13,2023. Received my refund Oct 12,2023,after making 3 calls. This is not the first time I’ve had issues with this company. I’m now done as I have learned a valuable lesson. ****** *Business response
10/27/2023
Good afternoon,
As requested, we have removed the customer from our mailing list. The customer may receive one or two additional catalogs that were preprinted and after that they will cease.
Our sincere apologies,
Garnet Hil Customer Service
Initial Complaint
09/01/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Have made numerous requests to stop sending catalogs- you send them to both our former and current address and we receive a multitude monthly. Customer number *** *** ****** **** *** ****Business response
09/12/2023
Good afternoon,
We have escalated both addresses to ensure that the customer file is updated to no longer receive any catalogs.
The consumer may receive one additional mailing as catalogs are preplanned/preprinted and then they will stop. Our apologies, we never want our catalogs sent where they are not welcome.
We apologize for any inconvenience.
Erin
Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned a linen dress to the company. They claim not to have received it, although I used their printed label & tracking number. They said they would refund me via check. It never arrived. I called them on May 10, they said it must have got list & would send another. I called in mid-July & told it was posted on July 6th. Nothing has arrived. I called July 21 & was promised that someone from accounting would call back & resolve the issue. They didn’t. Looking at reviews on Trust Pilot this seems to be a very common issue. I have been a customer for years, but this terrible service seems to have started this year with their refund department. I told them yesterday that I would be happy with a credit at this point.Business response
08/04/2023
Good Morning,
We have been in contact with customer via phone and she has confirmed receipt of her refund.
Our sincere apologies for the delay and any inconvenience this has created.
Erin F, Customer Service
Initial Complaint
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was promised a refund for an expensive purse that fell apart. I had sent pictures and their customer service won’t respond to let me know how I can send it back to get the refund. I have the email from their customer service I can forward you.Business response
07/25/2023
Good Afternoon, we recently conducted system maintenance that caused a delay in the processing of some returns.
Our records indicate the defective bag return was processed on 7/20. A refund check has been created in the amount of $260.53 and will be processed and mailed this Thursday to arrive in 7-10 business days.
Our sincere apologies for the delay and any inconvenience this has created.
Erin F.
Initial Complaint
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Order ********- bathing suits- 4/4/2023 order placed on-line via credit card. Items arrived and one suit sent back to Garnet Hill for size up exchange. Only part of the order was exchanged and returned to me by Garnet hill (they sent the swim top but no swim skirt to go with it) and after multiple calls I was able to find out that they did not have my size as was out of stock indefinitely. Placed multiple calls with their customer service folks in attempt to get my money back (59.00 refund) as there was no replacement swim suit skirt and was told multiple times that a check would be sent to me and they refused to credit my credit card saying they send checks instead as their refund process. There is no conflict on their part that I am due the money but I am running into road blocks from their layers of customer service people who say their hands are tied. It has been a few months and I still do not have my refund and does not seem any check coming my way, and they continue to say they unfortunately cannot put the $59.00 back on credit card but that the 'check is being processed'.Business response
07/18/2023
Good Afternoon - we recently conducted system maintenance that resulted in the delay of the processing of some refund checks.
The refund check processed on 7/10 in the amount of $59.00 and was mailed out on 7/13. The check should arrive to you within 7-10 business days of the date mailed.
Our sincere apologies for the delay and any inconvenience this may have created for you.
Erin F.
Customer response
07/18/2023
Hello- Thank you for your help in reaching out to Garnet Hill! I cannot accept the Garnet Hill response until I have the check or credit refund as I have been in touch with them multiple times and heard the same thing about a check being sent. I was actually told the last time I called on 7/5/23 by a person who was reportedly in charge of refunds (named Noelle I believe, a supervisor) that the check was being sent on 7/6 (and after that call I reached out to BBB), and this email suggests they did not send yet again and are now saying was sent 7/13. I do hope it is true. It is now 5 days later and still no check which is concerning. I will await the 7-10 day time frame and be in touch and hopefully the check will arrive. I have been calling them for almost two months every few weeks with no refund.
Can someone please tell me why my credit card cannot be refunded?
I can only wonder how many people are taken like this because they market deep discounts when it seems they have already sold out of the product, and the customer is not informed of that at the time of the purchase. You expect the product to arrive as planned at check out and there is no communication reporting the product is actually out of stock, and in my case the customer is left without a product or refund.
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Customer Complaints Summary
71 total complaints in the last 3 years.
48 complaints closed in the last 12 months.