ComplaintsforPendleton Woolen Mills, Inc.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Pendleton comforter, after only four months of use, I have noticed that the threads on the comforter and pillowcase set are coming apart.The unraveling threads have significantly impacted the appearance and functionality of the bedding set. Despite following the care instructions meticulously, the premature deterioration of the product is disappointing and unexpected.As a loyal customer of **********************, I have always admired the quality and craftsmanship of your products. However, this experience has left me questioning the durability and longevity of your merchandise.I kindly request that Pendleton address this matter by providing a replacement for the defective SISKIYOU COVERLET SET. Ensuring the integrity of your products is crucial to maintaining customer satisfaction and trust.

  Business response

  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 response

  04/01/2024

   
  Complaint: 21502678
  
  I am rejecting this response because:
  
  

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

  
  Sincerely,
  
  *********************

  Business response

  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,
  ****

  Customer response

  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

  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 response

  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,
  
  *********************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in CA and bought some stuff online which I paid sales tax on. I was in ******** for the holidays and I visited the store in ******, ** and returned some of the stuff I bought online. The store didnt refund my sales tax! I didnt notice until I got back to CA. I called the corporate number and also this store to fix it. They found the transaction and agree that it was a mistake but they havent done anything about it.

  Business response

  02/29/2024

  Hello *******************************,

  Thank you for reaching out on this matter. We have researched and come to the conclusion that for the item you returned, you did not purchase online but in the same store you returned it to. Thus, no sales tax was charged and no sales tax will be refunded. Attached please find;

  1) Cash sale CS2278552 > This document shows item ZA158-52553 was purchased with no sales tax being charged.

  2) Credit memo CM0196310 > This document shows item ZA158-52553 being returned with no sales tax being returned, only the price of the item.

  Please let us know if you have additional questions or concerns.

  Thank you!

  Customer response

  02/29/2024

   
  Complaint: 21363302
  
  I am rejecting this response because:
  

  The transaction you referenced is the wrong one.  I bought a jacket online on 12/9/23 and returned it in the ****** store on 12/26/23.  I've attached a copy of the email confirmation for the purchase and a copy of my credit card transactions showing the purchase and refund amounts.

  Sincerely,
  
  *******************************

  Business response

  03/04/2024

  Hello *******************************,

  We do not see the attachments you reference. Please attach.

  Thank you,

  ****

  Customer response

  03/04/2024

   
  Complaint: 21363302
  
  Hello **** - I tried to attach the files again.  Not sure if it worked.  I'm also sending an email to **************** **************************************** with the attachments.
  
  Sincerely,
  
  *******************************

  Business response

  03/04/2024

  Hello ******,

  Thank you so much for providing those screen shots. That allowed us to connect the dots, and confirm you were not refunded properly! We apologize for this mistake. Our accounting department is refunding the $20.66 to the credit card you used. Please allow 3 - 5 business days before this credit shows on your account.

  Best,

  ****

  Customer response

  03/04/2024

   
  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.
  
  Sincerely,
  
  *******************************

  Customer response

  03/14/2024

   Hello - I filed a complaint a couple weeks ago (#********) because this business incorrectly kept the sales tax I paid on an item after I returned it. They acknowledged that they made a mistake and agreed to a refund which was to be paid within a few days. They still have not provided a refund. This is completely unacceptable! I've had to spend way too much time chasing this down. I have to think it is illegal for a business to do something like this (i.e. keep sales tax on returns).

  Business response

  03/14/2024

  Hello ******,

  Please see attached refund receipt. We apologize for the delay.

  Best,

  ****

  Customer response

  03/14/2024

   
  Complaint: 21363302
  
  I am rejecting this response because:
  

  Ive been a customer of yours for some time now and have bought several items both for myself and as presents for others.  Never had a issue.
  

  This was clearly a mistake in the system on your end.  And thats finemistakes happen and I would have been ok with it if its acknowledged and rectified in a timely manner. Instead *** had to waste many hours going back and forth on the phone, over emails, and now with the BBB.  At this point a simple reversal of the mistake is not good enough.  

  Sincerely,
  
  *******************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  1/10/2024 order placed for $121.11 delivery expected 1/15/2024 1/15/2024 package delivery delayed (p.d.d.), 1/16/2024 p.d.d., 1/17/2024 p.d.d. and I requested the product be intercepted and delivered to the end recipient as this was a birthday gift. They did not intercept the package. ved the product. 1/18/2024 p.d.d, 1/19/2024 p.d.d., 1/20/2024 p.d.d., 1/23/2024 package was delivered to the wrong address. I filed a claim directly with *** and requested a refund directly from Pendleton as they would be the recipient of the *** proceeds. 1/30/2024 *** called me and said they were going to try and retrieve the package. 1/30/2024 Pendleton sent me an email stating "a lost package case has been created and the specialist will be in touch with you." 2/3/2024 I emailed Pendleton requesting my refund.2/6/2024 Pendleton stated 'this order was returned to sender. Once received and processed you will receive a refund'. I responded to Pendleton on 2/6/2024 as I am not the one who ever received or returned the package my refund should not have to wait for Pendleton to receive the refund 2/8/2024 Pendleton again stated "This order was returned to sender according to *** tracking 1ZW0598F0399521384. Once processed you will receive a refund back to the card used for purchase."2/8/2024 I again emailed the sequence of events and requested my money back

  Business response

  02/11/2024

  Hello ******************,

  We apologize for the experience you had on this order. On 02/08/2024, a refund was issued in the amount of $121.11. Pendleton document CR0015945. This may take 3 - 5 business days to show at your financial institution.

  Thank you,

  Garu

  Customer response

  02/11/2024

  I would like to wait to close this complaint until after my credit card is credited

  Customer response

  02/12/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a personalized wool blanket with Pendleton on November 13, 2023 for $116.59. I received the blanket and gave it as a Christmas gift. When it was opened up, the personalization was incorrect. I ordered "********" and instead, I received "********" with a lowercase "***** emailed them and send a picture. I received an email back that a new order was placed. I called after 5 weeks and was told I was called by an embroidery specialist and informed the order was cancelled b/c the font was correct. The manager offered to re-open the case and I requested that they email me the uppercase alphabet to show me the font was correct. I didn't hear back from them so I called again a week later. I was told the same thing. That an embroidery specialist called me, and left a message saying font was correct and that they cannot send me what the uppercase font looks like. They also said the case will not be re-opened.

  Business response

  02/11/2024

  ****************,

  Thank you for bringing this matter to my attention. I apologize for your experience. Thank you for giving us the opportunity to correct. I will reach out to you via email.

  Best,

  ****

  Customer response

  02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, a replacement blanket, is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid ***** for expedited 2-4 day delivered. Item ordered on 12 Jan 24. Today is 22 Jan and still not received, so I asked for refund of ***** for my expedited shipping charges. The lady told me ****** in customer servic its not their fault and no refund. Order SO1319943.

  Business response

  01/23/2024

  ****************,

  Thank you for reaching out on this issue. A refund for the $14.95 was approved yesterday. You should see this on the card you used in approximately 5 business days. We apologize that you did not receive your package on time.

  Best,

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

  Pendleton Woolen Mills

  Customer response

  01/24/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Dec. 29th, I placed an order for 2 items. The items were listed as in stock on the website, and my card was charged for the purchase. After experiencing difficulty ordering on the website, I spoke directly with a sales rep and placed my order. Yesterday I received an email from ********* stating that my order had changed. I tracked the order, and the ********** Coat had been shipped, but the Silverton Coat was no longer on my order. I called customer service to inquire about the ********************** I had ordered, and was informed that the Silverton Coat was no longer available. I am frustrated because I had placed this order a week ago, and only just learned that the jacket was no longer available. I would appreciate your assistance in this matter. I am a big fan of *********, and would love to continue to support the company. However, I have not been impressed with the customer service. Thanks for your help!

  Business response

  01/08/2024

  Hello ****,

  Thank you for reaching out regarding SO1308175. We apologize that the Silverton coat in ******* Star Grey was out of stock. Unfortunately, items can go out of stock quickly. I do not see a replenish date for this item at the moment. We would like to offer you 25% off your next purchase with code 25A-RTB4-LNZB-7W. Again, we apologize for this item being out of stock.

  Best,

  **** @ Pendleton Woolen Mills

  Customer response

  01/09/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of sock through Pendleton's website as a gift for my partner. When I partner put the socks on a big hole was created on the side of the sock due to an obvious flaw in the fabric. There is absolutely no excuse for the sock developing a hole when someone just puts the socks on. It is clear by the photos that this is a pure quality issue and that Pendleton sent a pair of socks without doing a quality check. I have emailed the company twice, including photos, asking for them to take care of the situation. I should either be refunded or sent a new pair of socks. Or, to be honest, BOTH! I expect quality from a company like Pendleton, but it's clear that they are lacking quality. Furthermore, they are lacking good and decent customer service. No one has responded to my return request emails. When I finally reached out to their online chat service, the representative ( name *****) was entirely unhelpful and rude. It's clear that they didn't want to deal with the situation and they wanted to make the situation difficult on me. I even provided them with 3 photos of the damaged socks that they sent. **************** is important and how you deal with your customers is how you (1) keep customers and (2) get new customers. Based on how I've been treated, I would never recommend Pendleton to anyone and in fact would say that they shouldn't order from them.

  Business response

  01/05/2024

  Hello ****************,

  Thank you for reaching out regarding your experience with Pendleton Woolen Mills. I apologize for the experience you had. Attached please find a cash refund receipt for your transaction. 

  Best,

  **** @ Pendleton Woolen Mills

• Initial Complaint

  11/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company repeatedly advertises ***** standard shipping on any order." This statement carries no clauses or exceptions whatsoever other than another statement about possible handling surcharges that *** apply. We live in ****** and although last year they honored this free shipping this year, in some small corner of their website it says they no longer do free shipping to ****** or ******, but they still advertise ***** standard shipping on any order" again without any statements about exceptions. So we waste a couple of hours shopping for products for ourselves and gifts and go to check out and are being charged shipping costs. We called and spoke with a person and the manager and although they ADMITTED that the language was deceptive (which it is and which qualifies as deceptive trade practices in a court of law) they were unapologetic and just mean about it. Not only did they lose a family of erstwhile loyal customers but this has motivated us to pursue action. We in ****** are sick of this sort of repeated deceptive trade practice used by companies like Pendleton that advertise free shipping with no qualifications and then you waste time reviewing products and attempting to purchase them only to be confronted with the bait and switch at the time to pay. These deceptive trade practices have to end. It costs not a single ***** more to ship to here or ****** using **** but we are repeatedly mistreated in this way by companies like this.

  Business response

  11/27/2023

  *******,

  Thank you for this feedback. We have sent the information to our marketing department to review and add exclusions. We appreciate your feedback. We would like to offer a 25% off coupon for your next purchase. Coupon code is 25A-933Q-DQ5N-9S. Exclusions are as follows: *25% off your entire single purchase in stores and online. Not valid in affiliate stores. Offer expires 30 days from receipt. 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,

  **** @ Pendleton Woolen Mills

  Customer response

  11/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and hope that this resolution will be satisfactory to me, so long as they follow up on their marketing review with appropriate actions in detailing exceptions to the free shipping language upfront in their advertising.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pendleton advertises a 10% off coupon code for joining their email/text list. I went to use my code on an item, (which was not* on sale/clearance/discounted, ect.), and the code came back saying "not a valid code". I tried rejoining on a different **************** it happened again. The checkout acted like the code was not valid. So, after a while of trying with zero success, I entered a chat with customer service, where I was told quote "Your promo code works for me so you must be trying to buy something off the exclusions list." CS rep ****** then began listing the majority of the stores items including the most popular items, as exclusions. I understand having reasonable* exclusions, however: It does not state anywhere in the text or emails where you receive your code that any* exclusions apply. I have multiple screenshots, there is no fine print. Nor does it state this is the issue when you try to enter the code. It only says "SORRY PROMO CODE ___ IS NOT VALID". Its the sneaky, dishonest practice & the way it is set up that has brought me here and when I expressed my disappointment, actions I would take, (along with letting **** know I knew it wasnt her fault), she simply said "Im sorry about that, is there anything else I can help you with today?, which as a customer makes me feel completely dismissed. The sweater I was trying to purchase is the Original Westerley Mens Sweater Item ***** in Tan/Brown which is priced $249.00 plus tax & expedited shipping. Its a belated birthday gift to myself which has taken me months* to save up for Hardworking blue collar Americans depend on ************* like this no matter how small, it matters to us! I feel Pendleton should honor those codes, especially since there is no clear or fine print stating exclusions apply in those emails or texts. Pendleton should also make modifications on all ************** where exclusions are applicable; Stated clearly & honestly for all future customers so they dont waste their time.

  Business response

  04/04/2023

  Hello BBB,

   

  Our response to this complaint is attached. Thank you in advance for your consideration of this informaiton.

   

  Best,

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

• Initial Complaint

  02/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a order on line on 1/21/2023. I paid extra for the option for faster delivery. 3 to 4 day shipping. Only received half the items after a week. Never did I get any notification about the other half that was never received. Today is the 2nd. Of February. Called their customer service and was told the other half was on backorder and would not be shipped or even in stock until March. I do not understand how this company is still in business. Worst experience ever. They take your money and than make excuses about why you won't be getting the products you paid for. Never again will I do business with them.

  Business response

  02/28/2023

  Customer *************************
  Order # - *********
  Order placed 01/21/23
  
  Order was placed on our website on 01/21/23. Two of the four items ordered were on back order. Listings for these products clearly stated these two items were not in stock and had an estimated ship date of 02/15/23. While checking out customers who had ordered these items were again reminded of the back order status and earliest available ship date. Two items were in stock at time order placed and we were able to ship these items on 01/23/23.
  
  Customer called in to our contact center on 02/02/23, upset that two of her items were on back order. We did refund her shipping charge during this interaction. ******** was advised that she was informed of back order status while placing her order on 01/21/23. We did receive items in earlier than anticipated and was able to ship the two back order items to the customer on 02/06/23. These were delivered on 02/09/23.
  
  This is the 1st notice we have received from the BBB regarding this situation. I have tried to call several times to discuss with the BBB, unfortunately I was only able to leave VMs. We did not receive the notifications dated 02/02/23 or 02/12/23.
  
  ***************************
  Contact Center | ************
  Pendleton Woolen Mills, Inc.
  C ************
  

*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. ↩