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Complaint Details
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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.
Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned a Garnet Hill Product on June 14th (see picture of package with tracking number) - and have not heard from the company regarding receipt or refund. The original order number is: ********** Thank you for your help.Business response
06/26/2023
Good Afternoon,
Our records indicate the return was processed on 6/22/2023 in the amount of $112.45 on return order #**********. The refund was processed back to the original form of payment when the order was placed. Return credits can take up to 5-7 days to post to the issuing bank.
Thank you,
Erin F, Customer Service
Customer response
06/27/2023
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
06/12/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a purchase from Garnet Hill on 4/15/23 for $1,595.21 for clothing items. I kept some of them and returned several items. My items were confirmed delivered back to Garnet Hill by UPS on May 1, 2023. I have contacted the company several times for my refund of $1,152.20 for the returned items. I've received emails stating my return has been processed and my refund sent, however I have not received the credit. I have contacted PayPal and my credit card company, they have no record of a refund from Garnet Hill. Please see attached information and emails.Business response
06/13/2023
Good Afternoon - we recently conducted system maintenance that created a temporary delay in the processing of some refunds.
Our records indicate we issue a refund via PayPal yesterday in the amount of $1152.20. The customer should have received an email from PayPal with the details of the refund.
Please accept our sincere apologies for the delay and any inconvenience this may have created for you.
Erin F, Customer Service
Customer response
06/14/2023
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
06/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a rug from Garnet Hill on March 16th, 2023 (order number: ********). Unfortunately it didn’t work in our new house so I called customer service given the rug was oversized and the return policy was different (since it shipped from the vendor directly and not Garnet Hill). I worked with customer service to get the package picked up. And after a few attempts it was picked up in early May. I made multiple calls to customer service to confirm the package made it to the vendor (located in North Carolina) and was told it did. And my refund wouldn’t be issued until the vendor communicated with Garnet Hill it was there. I have made calls weekly to GH since early May and each time the customer service agents have said something different (every time blaming their new computer system). One said the check was sent on 5/18, not the case. Another said that their supervisor would call me with an eta on the check (as they were reaching out to the vendor). It’s been four days and nothing. The rug was $1300 and I am sick and tired of calling each week with no resolve. It’s ridiculous, please help me get my refund!Business response
06/26/2023
Good Afternoon - we are extremely sorry for the delay in processing your refund check.
We shipped out the refund check last Tuesday, 6/20 via UPS NDA (******************) and the tracking indicates the check was delivered on Wed 6/21 10:08 am, delivered to the front door.
Please accept our sincere apologies for the delay and any inconvenience this has created for you.
Erin F, Customer Service
Initial Complaint
06/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Returned item, Short Sleeved Weekender Tee from order ********** purchased on May 2, 2022 over three weeks ago and have not received any payment regarding a refund of the item. Would like my $39.99 refunded. I have contacted customer service twice regarding this and have gotten no response.Business response
06/09/2023
Good Afternoon - we experienced a temporary delay in the processing our our refunds and apologize for any inconvenience this may have created for you.
We processed 2 credits back to your original form of payment in the amounts of $32.12 and $8.95. Please allow up to 48 hours for the refund to post.
Please accept our sincere apologies,
Erin, Customer Service
Initial Complaint
06/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a sweater in April that was not delivered due to an insufficient address. I was advised that I would be refunded and am still waiting. I have called numerous times and have to start over every time I speak to someone.Business response
06/09/2023
Good afternoon - we are extremely sorry for the delay in the processing of your refund.
A refund check was created on 6/5 in the amount of $49.00 and should arrive to you within 7-10 business days.
Please accept our sincere apologies for the delay and and any inconvenience this as created for you.
Erin, Customer Service
Initial Complaint
06/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 3, 2023 I sent returns from two orders to Garnet Hill. They were confirmed delivered at Garnet Hills return center by UPS on May 8, 2023. I did not get any confirmation of the return or credit and called Garnet Hill several times in mid to late May to inquire about this. I either could not get through (phones hung up) or was told there were “system issues” and it takes a while for returns to process. On May 30, I finally talked to a customer service representative who said the returns had been processed on May 18 and I should have received a refund to my credit card. I did not get such a refund but called my bank and again confirmed that nothing had come through from Garnet Hill. On May 31, the customer service rep said they would look into it and call me back but never called back. Finally, after calling again on June 1 and being on hold for 45 minutes, I spoke again to the rep. They agreed that it looked like the credit had never gone through to my card but had to wait for the finance department and would get back to me. They never got back to me. On June 5, I called, no one called me back. I called again on June 6 and was told that they agreed that the credit had not been processed and that there would be a “big” meeting that morning to discuss how to handle my credit and they would get back to me by mid-day. Again, no one called back. This is not a small credit - Return conf no. ********** - $460.05 is owed to me and Return conf no. ********** - $223.05 is owed to me. I have spent hours on hold with Garnet Hill and have gotten zero result. The return items were received at Garnet Hill one month ago.I should receive the credit to my card with NO further delay and receive additional compensation for the incredible inconvenience/time spent on this as well as for carrying this amount into another billing cycle on my card. I have never experienced such a horrible customer service experience.Business response
06/09/2023
Good Afternoon - we are extremely sorry for the delay in processing your refund. We recently conducted a system upgrade that created a temporary delay in this process.
We processed the following refund(s) to your original form of payment on 6/7 and have included the credit reference number below.
$54.00 = *********************** $406.05 = *********************** $223.05 = ***********************
Please accept our sincere apologies for the delay and any inconvenience this may have created for you.
Erin F, Customer Service
Initial Complaint
06/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The transaction was on or about November 23, 2022. I paid Garnet Hill $884.36 for a chair they mis-delivered to an incorrect address. I would like Garnet Hill to either refund my VISA the entire amount or send a replacement chair to the correct address. asap. Garnet Hill's records seem to be very disorganized since they replaced their online system. This is unfortunate for customers.Business response
06/09/2023
Good Afternoon - A Garnet Hill Customer Care Supervisor has been trying to reach this customer. She has left a detailed message and is hoping to connect with our customer to determine if she would prefer a refund or a replacement.
Is there a better telephone number for us to reach her?
Thanks,
Erin
Initial Complaint
06/06/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased two tunics from Garnet Hill. I wanted to exchange them for a different size and returned them to the merchant. The tunics were delivered back to the merchant on April 28th, the merchant acknowledged the receipt of the product two weeks after the delivery. Ever since then, I have not been able to reach the merchant neither for exchange nor a refund. It’s been over a month since Garnet Hill received the products back and I still have nothing. I do not need tunics anymore because I purchased them for a trip for my mother. I already went on a trip and came back. I need my money back.Business response
06/14/2023
Good Afternoon,
Our apologies for your frustrating experience. We recently conducted system maintenance the caused a temporary delay in the processing of returns and refunds.
Our records indicate a refund check was processed in the amount of $213.37 and should arrive to the customer within 7-10 business days.
We are extremely sorry for the delay and any inconvenience this may have created for our customer.
Erin F, Customer Service
Customer response
06/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20147761, and find that this resolution is satisfactory to me.
Sincerely,
********* ********Initial Complaint
06/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
It is impossible to get a refund for returned items and each time I call, I am given a different version of what is going on. I am waiting on a credit that the business says was processed 05/17, but yesterday they admitted that it hadn't been processed after all and a supervisor would need to call me back within 24 hours because one was not available. No one called me back. I am frustrated beyond belief. Since the credit was not processed correctly the first time, I would like it to be expedited. Horrible, horrible customer service. No one should have to file a BBB complaint to get a credit processed. It is also extremely difficult to get a hold of anyone who can actually help.Business response
06/13/2023
Good Afternoon - we recently conducted system maintenance that caused a temporary delay in the processing of some customer refunds.
Our records indicate that our customer was issued a credit on 6/7/23 in the amount of $258.72, credit reference #***********************.
Our sincere apologies for the delay and any inconvenience this may have created for you.
Erin F, Customer Service
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Customer Complaints Summary
72 total complaints in the last 3 years.
41 complaints closed in the last 12 months.