15 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Cindi M
1 star12/20/2023
I am really disappointed in Pendleton's customer service. First, it is difficult to even chat online with the company. The chat seems to fail constantly - unless it's just the reps end the convo when they are being asked questions they don't fell like or want to answer. I have tried chatting with a rep 8 different times on 8 different days. Each time there was no resolution, or they simply ended the chat with me. I purchased a jacket on 11/25. I checked in on the order maybe 2 weeks later. When I finally was able to chat with a rep I was told to "check back in 5 days". So I waited more than that. I asked again about my order and was told the product was "sold out and order cancelled". I asked why the jacket, in my size, was still on the website being listed for sale. No answer. I asked why I was not told earlier about this. No answer. I emailed. 5 times. No answer. I ******** messaged. No answer. I instagram messaged. No answer. I have quite literally spent thousands with this company. On my family, myself and gifts for others. I have read the other reviews and I am so shocked that a company who has high priced items would treat some of their most loyal customers in this way. All I want is the jacket sent to me. I see they have it. I see it in my size. I ordered it during a black Friday sale so maybe they are just being scammy? Dont want me to have a jacket for 30% off? Whatever the reason, its beyond unprofessional!I will reach out again today for the last time and will update this post if Pendleton actually comes through.Order Number: (and I have this memorized now that I have given it ten thousand times) SO1215943
Pendleton Woolen Mills, Inc. Response
12/21/2023
Hi *****,
Thank you for reaching out regarding order SO1215943. In researching this, I show that you chatted with our team on 12/18/23 at approximately 4:36 PM PST. Our system records all phone calls and chat conversations associated with your customer profile. This is the only interaction I am showing, no other phone calls or chat conversations are showing up under your profile.
We show that you placed the order on 11/24/23. We cancelled the order and sent you an email stating this on 11/27/23 at 3:55 PM PST due to the item being out of stock. I apologize that you were given false information but now I question if that information came from us based off the system phone call and chat logs. Unfortunately we have been hit by scam sites that have affected some of our customers.
When this item comes back in stock, we would be willing to honor the 25% off if you decide to purchase again. You did not purchase this during the 30% off sale, it was the 25% off sale. I will put this comment in your customer profile. If you decide to take advantage of this offer, please place your order by calling our customer service team at ************. Ask the associate to check your customer profile for the discount.
I hope this is an acceptable resolution. Again, I apologize for your experience on this order.
Best,
****
Review from Susan B
1 star11/22/2023
I received a 15% off and free shipping birthday coupon from Pendleton which I wanted to use to purchase a dog cushion. I could not get the code to work, despite reading the exclusions and adding all sorts of different items to my bag, so I called customer service to see if they could reissue me a working code. The rep said she could not do that, but said if I placed the order through her she could file a claim to refund the 15% off and free shipping. Since the item I wanted was backordered until mid- December, I agreed assuming I could always cancel the order if there was any problem with the claim. However, the item shipped a few days after I placed it and when I called Pendleton to see the status of my claim, the second rep said it was never filed so she would do that for me. I received my item, but no credit or correspondence from Pendleton, so I called a third time and was told the claim wasn't filed properly, so it was filed again. Still hearing nothing a week after this call, I called a fourth time and was informed my claim was denied since it was an excluded item (my coupon only excluded throws, blankets, gift cards and furniture - not cushions!) When I asked this fourth rep if she could at least refund the shipping costs since I would not have bought the cushion if I thought it was excluded (I just wanted a working birthday coupon - the first rep said I should order it and would be refunded. I wasn't sure this was a good idea then, but figured the item wasn't due in until a few weeks later so could be cancelled if there was a claims issue). This fourth rep was not at all interested in helping or making up for the poor service and advice I received from the previous three representatives even though I have been a faithful Pendleton client for many years. No More! Avoid Pendleton purchases at all costs! ****** sells their items cheaper and values their customers!Pendleton Woolen Mills, Inc. Response
11/24/2023
Hello *****,
Thank you for submitting this information so we could review. I apologize for our confusion. We have applied the 15% discount to your order. Please watch for a refund in the amount of $14.96 that will go to the credit card you used to purchase the dog bed. We hope this is an acceptable solution.
Thank you,
****
Review from Rachel T
1 star10/23/2023
Pendleton is A MESS!!! ZERO ***************** I bought a dog bed 2 weeks ago they sent me the wrong size, an XL instead of a Medium. I have. HUGE box. I called them on Friday to get a return label, apparently the one girl in the whole company that do this is gone for the day. Its 3pm. They tell me to call back on Monday. I call back on Monday again after 30 mins on the phone they see if they can figure out a way to get me a label the same day because it usually takes a few days. Finally the rep says I'll have a label in my inbox within an hour. 2 hours. Nothing. I call back, get transferred twice a "supervisor" gets on the line. No introduction, sounds like its. his first day at kindergarten. So I inquire as to who he his and sort out what he can do for me. Stayed on the phone with him until I got a label. Mind you. 3 calls, 1 hour total and 2 weeks later guess what ? I still don't have the item I actually want. DON'T BUY ANYTHING FROM THEM. BUY THEIR PRODUCTS FROM OTHER SELLERS. TOTAL MESS AT PENDLETON.Pendleton Woolen Mills, Inc. Response
10/25/2023
Hi ******,
We apologize that you had less than a pleasant experience with this item. Dog beds are a challenge since these are considered drop ship items and are sent directly from the manufacturer. Regardless, it is Pendleton's responsibility to make sure you are satisfied with your purchase. I show this web order was placed on 10/14/23, shipped on 10/16/23 and delivered on 10/20/23. We did send you a return label via email on Monday, 10/23/23. This return package is scheduled to be delivered on Friday, 10/27/23. Once that item is received, a refund will be issued. This could take 5 - 7 business days depending on financial institutions. Again, we apologize for your unpleasant experience.
Best,
Pendleton Woolen Mills
Review from Renee H
1 star09/23/2023
What kind of scam are you running ? You had a 40% off on Labor Day sale. I logged in and you sent a $10 off coupon. I put two items in my cart and checked out thinking I would have the 40% off. I finished the transaction then got to looking no 40% off. I called right away and **** said that system processed the $10 off coupon and so it would not do both. Red Flag # 1 She says however that she will make an adjustment. I get the items and notice the full sale price is on the invoice so check Credit Card. I put both items in one sack and return them. Next, you charged me $10 per Item to return two items not even out of package, and in the same sack. NT only will I never buy from ********* again, I will not recommend it for any body.***** #S01129908 Return number RMA0142187Review from Juliana W
1 star08/15/2023
After 35 years of being a ********* fan, I don't think I will ever buy another thing from this company. If I could give a negative star rating for their customer service, I would, given they may have the absolute worst customer service I have yet to experience in this lifetime. I purchased something online and never received it and after two weeks, it still isn't resolved.Pendleton Woolen Mills, Inc. Response
08/16/2023
August 16, 2023
****************,
Thank you for reaching out through the Better Business Bureau (BBB). We apologize for your experience on this order. Please allow me to walk you through what we are seeing happened on this order;
1. Order placed via our website on 08/02/23.
2. Shipping label created on 08/02/23.
3. Package shipped on 08/03/23.
4. Package delivered by postal service on 08/05/23 per their tracking information, 9405511206209819489908.
5. You notified us on 08/07/23 that package was never received.
6. We followed our normal lost package process. Part of that process is that **** makes us wait 10 days before they consider it a lost package.
7. On 08/07/23 an email was sent to you from our Lost Package Specialist indicating that we had to wait until 08/16/23 before **** would consider it a lost package.
8. I see that you did call today, 08/16/23 and request a refund. This will be processed and should show up in your account in approximately 7 10 business days, CR0014039.
Again, I apologize for your experience but I do not see what we could have done differently. Unfortunately our carriers do misplace packages from time to time.
Best,
***************************
Customer ************** Manager
**********************Review from Michael D
1 star07/01/2023
Pendleton's warranty means nothing. If you have troubles with your purchase losing a button, for instance, they will do nothing to help you.Review from Laura K
1 star01/09/2023
Purchased an item online on 12/15 for guaranteed Christmas delivery. Long story short Im still waiting. Tracking says item has been lost and they have placed a claim on it. Have called customer service multiple times and emailed with no response. Received one email saying they are looking into it. That was over a week ago. Currently out $150 and no item. Many many people have had the same problem.Review from SH
1 star12/20/2022
Awful customer service or lack thereof. Purchased 3 items for a gift. Tried emailing them countless times. No response until a week later, 7 days later. Tried calling customer service several times during their short service hours. No luck. Waited 2 hrs one of those times. No answer. I purchase 95% of things online. This is by far the worst company that has not placed the customer with high regard. Really hurt that these items I ordered for a damily member have been disregarded and not shipped even 8 days after purchase. Coukdnt even get thru to pay for a high shipping fee either. Will never order drom them againReview from Andrea L
1 star04/02/2022
STILL waiting for a response from customer service. No response via Email and they do not return phone calls. After years of being a very satisfied customer I am disappointed and angry by their lack of respect for people who buy their products. This was the first time I had a problem with an item but the non existent response to my questions ensures I will never buy from them again. Unfortunately Pendleton does not believe in good service or is not capable of providing it and trying to deal with them is just not worth the frustration.Review from Brian M.
2 stars12/16/2021
I purchased a quilt set during a recent 25% off promotion. I received the item eight (8) days later. After opening the quilt and laying it on the bed, my wife noticed a circular spot on the top of the quilt. It appeared to be oil stain possibly from a leaky sewing machine. We obviously were not going to accept this item in its current condition so we began to repackage (fold it back up in its plastic bag) when we noticed that there were two additional circles on the reverse side of the quilt. I took pictures of the defective spots and email customer service the same evening. I truly would have thought their quality controls in place would have been better than that, but I understand things do get missed. After several days of no response, I contacted the customer service number to be told that its Pendleton's "policy" to not do exchanges. I was informed that this "policy" is in place because customer service could not guarantee that the same item would still be available as the "inventory goes so fast". I was informed to reorder the same quilt via their website and follow their return policy for the original quilt. Although that doesn't appear to complicated, the fact that I ordered the original quilt under promotion that was no longer available posed an issue. It seemed to me that the customer service agent should have been able to reorder the item at the discounted price, issued me a return label and all would have worked out. Receiving an defective item and asking for a replacement is not an "exchange". Receiving a shirt that I ordered in one size and later requesting a different size is an exchange. I wrote the complaint letter to *****************************, the Exec. VP of Sale and Marketing, only to receive an e-mail that stated "...we sincerely apologize for the unsatisfactory experience concerning the defect on this item." Thanks for your concern, but a change in your policy regarding defective items is what needs to take place. I should not have to wait almost a month to get an item replaced that was not caused by my actions. Pendleton should have sent a replacement item after they were notified of the defective item and sent it expedited as a gesture of good customer relations. I have purchased many items from Pendleton over the years, however this experience has left a bitter taste in my mouth.
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