Business Profile

Wool

Pendleton Woolen Mills, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Pendleton Woolen Mills, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

31 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/11/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

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. Thank you so much!

Sincerely,

Brit S
Business Response
Date: 03/13/2025
Brit,

Thank you for reaching out regarding your return. We did receive your emails from Saturday, 03/08/25 and late Monday afternoon,03/11/25. Our offices are closed on the weekends so we did not see your Saturday email until Monday. We apologize for not responding.

Our distribution center did receive your return on Thursday,03/06/25. Item was receipted into our system yesterday, 03/11/25. Refund has processed through our system and has been returned to your original form of payment, Apple Pay. You should see this in that account in 3 to 5 business days. Attached please find Credit Memo CM0255846, dated 03/11/25 confirming item received and amount refunded. Ive also attached Sales Order SO1595541 for your records.

Best,
****
Initial Complaint
Date:01/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a sweater and a blanket from Pendleton on 11/17/24 and paid $138 on my credit card on the same day. I never received the merchandise. I've emailed them twice but have never received a reply. I would like the merchandise or my money refunded.
Business Response
Date: 01/20/2025
Hello *****,
Thank you for reaching out regarding this issue. Unfortunately, we do not have a recent order under your name. We checked your existing customer profile that you have with ********************** and the last order placed was December 10, 2021. We have not received any emails from ********************************** Our order numbers begin with the letter S as in sales and O as in order, then 7 numbers. Order No. 111231-285831 is not a valid Pendleton Woolen Mills order number. Our suggestion would be to check with the credit card company of the card you used and find out who the merchant was.
Best,
****
Initial Complaint
Date:01/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

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,

****** ******
Business Response
Date: 01/13/2025
Hello ******,
Thank you for reaching out regarding this issue. We apologize for the misunderstanding on your embroidery order. We appreciate the feedback regarding the item color being grayish green and white on the website but more of a solid green and beige when reviewing in person. We have processed in our system the refund of $134.24 as you requested. This will go back to your **************** card and could take 5 to 7 business days. No need to return the towels. Again, thank you for bringing this issue to our attention and we apologize that your customer experience on this order was not better.
Best,
****
Initial Complaint
Date:01/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 22780188

I am rejecting this response because: AfterPay has closed my inquiry and redirected the refund to Pendleton. You can now correct this situation.

Sincerely,

***** ******
Business Response
Date: 01/08/2025
Hello Anahi,
Thank you for reaching out and bringing this issue to our attention. We apologize for the lost package. Since you have filed an inquiry with the credit card company, ********, we will need to see how that is resolved before we can answer this complaint through the Better Business Bureau.
Best,
****
Business Response
Date: 01/09/2025
Hello Anahi,
Thank you for reaching out again regarding this issue. We apologize this shipment was rejected by **** when *** attempted to hand off for final delivery. Per their website it states item is being returned to Pendleton on 12/05/24 but we have yet to receive. The other item you ordered the same day made it to you with no issues using the same carriers.
We have begun the refund process back to AfterPay. You will be refunded for the entire order which totaled $19.89. We would like to offer you a 25% off code for your next purchase. Code is 24CS-TFWV-W54P-KXV9-DF9Q with the following exclusions;

25% off your entire single purchase in stores and online. Not valid in affiliate stores. Excludes ************ Standard Ground Shipping valid online only. Additional handling surcharges and fees for multiple ship-tos still apply. May not be combined with any other offer. Not valid on previous purchases. Offer may be rescinded or changed at any time.
Again, we apologize for your experience on this order.
Best,
****
Initial Complaint
Date:01/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 22757475

I am rejecting this response because:
The chargeback was cancelled by the Financial institution.
Sincerely,

***** ******
Business Response
Date: 01/02/2025
Hello *****,

Thank you for reaching out. We have been notified by your financial institution (issuer of credit card) that you have submitted a charge back for this transaction. Until that is resolved, we can not respond to this complaint filed with the Better Business Bureau.

Best,
****
Business Response
Date: 01/08/2025
Hello *****,
Thank you for reaching out again regarding this issue. We did research this situation and concluded the following;
Card holder placed via merchants website order SO1513930 for 1 - ZA131-50717-UNIT ***************************; *******, on Thanksgiving day, 11/28/24. Card holder selected item to be shipped next business day, paying $39.95 for the expedient shipping.
Merchant fulfilled order the next business day after the holiday on 12/02/24, shipping from the Oregon distribution center using tracking #1ZV53V710117802388. Per *** POD, item was delivered 12/03/24 to card holders address in ***********, *******, within the time requested.
Card holder was explained this information when called in on 12/02/24, 12/13/24 and again on 12/19/24.
Merchant has honored the promise of next business day delivery.
Best,
****
Customer Answer
Date: 01/08/2025

Complaint: 22757475

I am rejecting this response because:
The website offered "overnight shipping" for $24.95 plus $15.00 surcharge ($39.95). "Next business day" was NOT specified. My understanding was that the blanket would be shipped by FRIDAY, NOV 29TH. All of the major carriers deliver on Saturdays. The first two reps I talked to said I would get the $39.95 refunded due to the delay. I feel like I was lied to and misled by this company.
Sincerely,

***** ******
Business Response
Date: 01/09/2025
Hello *****,
Thank you for responding. We apologize for this confusion but this order was delivered on time. We would like to offer you a 25% off coupon for your next purchase. Code is 24CS-7DRP-P3OH-WBWR-7WP6 with these exclusions;
25% off your entire single purchase in stores and online.Not valid in affiliate stores. Excludes Luggage. Free Standard Ground Shipping valid online only. Additional handling surcharges and fees for multiple ship-tos still apply. May not be combined with any other offer. Not valid on previous purchases. Offer may be rescinded or changed at any time.
Best,
****
Customer Answer
Date: 01/13/2025

Complaint: 22757475

I am rejecting this response because:
Sorry, since when does overnight shipping mean receiving the product 5 days later? While your offer seems generous on the surface, the reality is that I paid for a service that was not received. The first two of your **** that I spoke to told me that the shipping will be refunded. Were they lying to me?
Sincerely,

***** ******
Initial Complaint
Date:12/13/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

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,

****** ********
Business Response
Date: 12/17/2024
Hello ******,
Thank you for reaching out regarding this issue. We apologize that you received this item in the shape it was. We have reached out to the carrier regarding this package and what happened while in transit to you, it did not leave our facility in the shape you received. Again, we apologize.
We did receive your photos yesterday via email. Before that our system shows a return merchandise authorization (RMA) was processed on 12/07/24 and another processed yesterday, 12/16/24. These return labels will allow you to ship original package back to us.
We apologize that our timeframes got outside the 72 hours you were quoted. This is our peak season and we strive to keep acceptable timeframes but based off workload we do get a little behind from time to time.
We would like to offer you a 25% off coupon for your next purchase. That code is 24CS-UVSZ-LGYV-U2EB-A3WQ. Disclaimer = 25% off your entire single purchase in stores and online.Not valid in affiliate stores. Excludes Luggage. Free Standard Ground Shipping valid online only. Additional handling surcharges and fees for multiple ship-tos still apply. May not be combined with any other offer. Not valid on previous purchases. Offer may be rescinded or changed at any time.
Happy Holidays,
****
Initial Complaint
Date:08/28/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

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,

*************************
Business Response
Date: 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
Initial Complaint
Date:04/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:04/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

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,

*************************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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:03/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 21502678

I am rejecting this response because:

this was a gift from a family member that has passed away

Sincerely,

*********************
Business Response
Date: 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 Answer
Date: 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
Date: 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,
****
Business Response
Date: 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 Answer
Date: 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,

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

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Pendleton Woolen Mills, Inc. is NOT a BBB Accredited Business.