Complaints

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:05/16/2023

  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 returned a dress to Garnett Hill a month ago and have not yet received my return. The last time I spoke with a Customer Service Rep I was told that a check was mailed on April 28, 2023 and that I would receive it within 10-12 days. Today is day 12 and still no check. I would like to know where my $170+ check for my return is. Quick to take my money, not so quick to return it. Will definitely think twice before shopping with them again.

  Business Response

  Date: 05/23/2023

  Good afternoon - our apologies for the delay in processing your return.  Recent system maintenance created a temporary delay in our normal processing timeframe.

  A refund check was mailed on 5/12 in the  amount of $170.35 to **** * ******** **** ******** ** *****.

  Please accept our sincere apologies for the delay and inconvenience this has created for you.

  Erin, Customer Service

• Initial Complaint

  Date:05/15/2023

  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.

  I placed an order with Garnet Hill for three dresses and a belt on 4/14/23. After several weeks, I checked on it and was told there was a problem with shipping and that it had gone to Ohio and then was returned to Garnet Hill. The rep at that time placed the same order for me again and issued a refund for the lost order. That occurred on 5/3. Now, the exact same thing has happened - although I initially received confirmation that my order was shipped, now UPS has no record, and no one at Garnet Hill knows why the order is still in limbo. Today, the customer service rep spoke to her supervisor and I was given the option of entering the order for the 3rd time. I asked about using a different shipping service and express service, since I really needed the dress later this week and first placed the order on 4/14. I was told that it wasn't possible to use a different shipping service and that I would need to pay the extra $20 for express. This makes no sense due to the many delays with this. I don't consider this customer service and wonder what is going on at Garnet Hill. I chose to have a refund, however would still really like the items shipped express via FEDEX. I have attached two documents showing the email from Garnet Hill re: the second order with the order number.

  Business Response

  Date: 05/29/2023

  Good Afternoon - we have been in touch with our customer by phone.  We will connect with her again at 2:00 to ensure customer has been taken care of.

  Please accept our sincere apologies for your frustrating experience.

  Erin, Customer Service

  Customer Answer

  Date: 05/31/2023

   
  
  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

  Date:05/15/2023

  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.

  On 01/24/2023 while I was in Costa Rica, I ordered swim items from Garnet Hill and asked to have them sent to a friend in Neptune, NJ, who agreed to bring them when he visited in February. When I got the email confirmation, I discovered that my friend had given me an incorrect zip code, and the Garnet Hill computer had automatically changed the city from Neptune to Red Bank. I immediately called Garnet Hill, and was told that IF the original order got returned to Garnet Hill, I would get a refund, but that I should reorder, which I did.
  
  My friend brought the items, and I decided to return two—a swimsuit top and bottom. I knew I would be back in the US within the 90-day time limit for returns.
  
  I began trying to return the items on April 13, but was unable to log into my account, because Garnet Hill was "changing systems." I called repeatedly, but continued to get messages saying I should call later. I finally reached a representative on April 17 and was told someone would call me. No one did. I was able to reach representatives three times, but was never put through to a higher level. I finally received a form email saying that the return window was 90 days—which by this time had passed. I emailed Customer Relations but got no reply. On April 29 I sent a letter to the head of Customer Relations and copied the CEO. I have not received a reply.
  
  I paid a total of $345.90, for two swimsuit tops and one bottom, but want only one bottom—I still want to return one top and one bottom. When I tried to find out what happened to the original order, I learned that it was sent back to the Red Bank post office. I will try to follow up on that, but don't expect to find the package at this point. I think Garnet Hill should have tracked that package as soon as they heard from me in January. I'm sure they could have retrieved it and refunded my payment.
  
  I have been a customer for many years, and have previously enjoyed good service.

  Business Response

  Date: 05/29/2023

  Good Morning - our apologies for your recent frustrating experience with our company.  

  You can absolutely return the items in question.  I do see that a refund check was issued in the amount of $172.95 on 5/22/2023.  We also sent via email instructions on how to return the other items.  In the event this was not received, we have sent a new return label #****************** to you via email today.

  As soon as we receive the return we will issue a refund check.

  Please let me know if there is anything else we can do to help accommodate the return.

  Erin, Customer Service

  Customer Answer

  Date: 05/31/2023

  
  
  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

  Date:05/10/2023

  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.

  I made an order on 4/22 and received an email notification that it had shipped as order number #
  **********. It has not arrived yet on 5/9. When I use the UPS tracking number, it says that they transferred the package to the U.S. Postal Service and no longer have any responsibility for it. When I take that tracking number to the U.S. Postal Service, they say that their records say that the package never shipped at all.
  
  I have repeatedly called Garnet Hill Customer Service. Each time, I receive an automated message saying they are overwhelmed with calls and not available, after which the call is cut off. I tried to connect with their automated chat line, but it requires me to do a dropdown response on why I am contacting the company, and that element of the online chat is defective and will not work--which effectively means I cannot contact them via chat. I have made good faith efforts to contact Garnet Hill without success.

  Business Response

  Date: 05/10/2023

  Good Morning - A Customer Care Specialist will be reaching to this West Coast customer later today.  We have tracked the package and it is scheduled for delivery today.

  We apologize for any inconvenience and appreciate your patience.

  Garnet Hill Customer Service

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  Today I received a phone message from Garnet Hill telling me that tracking says I will receive the package today, but the tracking message has been saying for two weeks that the package will arrive today and the package has not arrived, so I am not confident that today will be any different.  In addition, the USPS says that their tracking reports the package was never sent in the first place.  The phone message also said that if I do not receive the package today I should call Garnet Hill back at their 800 number, but I have tried calling that number for two weeks and can never get a live person and am always cut off with a message that their lines are busy and to call back later.
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Business Response

  Date: 05/29/2023

  Good Afternoon - our apologies for your frustrating experience and this lost package.  

  We have issued a full refund in the amount of $269.13 back to the original form of payment used when you placed O# **********.

  Please allow 2-4 business days for the refund to post back to your account.

  Thank you,

  Erin, Customer Service

   

  Customer Answer

  Date: 05/31/2023

  
  
  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

  Date:05/09/2023

  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.

  On 03/22/2023 I placed an order # ************* with Garnet Hill. The dollar amount was $823.50 plus $19.95 shipping. I decided I didn't care for the styles or fit of the items and chose to return them all for a refund. The package was received at their Ohio facility on 04/19/23. On May 3d, 12:23 PM, I called to inquire about my refund and was told they couldn't make a refund to my credit card as they had changed "systems" and that they had started to issue checks the prior Friday (04/28/23). The last two days I have called customer service plus several other numbers that I found, only no one picks up the phone, there are only automated messages that they are experiencing heavy call volumes and then you are disconnected or the operator is unavailable. This is really inexcusable!

  Business Response

  Date: 05/23/2023

  Good Afternoon - we will issue a refund check in the amount of $8.95 to be sent to our customer.

  Our sincere apologies for your recent experience,

  Erin, Customer Service

  Customer Answer

  Date: 05/27/2023

  
  
  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

  Date:05/09/2023

  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.

  Returned an item that I'd ordered from their recent catalog. I've not had any previous issues with returns. I mailed item via USPS almost a month ago and still have not received any word from Garnet Hill about my refund. I've contacted customer service three times. I can't get through on phone ( try again later), there's no link to do a live chat (but they state it as a contact option) and email won't let me submit because I have "symbols" in the text (I dont). All I want is my $120 refund.

  Business Response

  Date: 05/10/2023

  Good Afternoon -

  We are extremely sorry for the delay in processing your refund. Due to a recent system update we are unable to refund the original form of payment.  We have received and processed your return and a refund check was generated today and will arrive within 10-12 business days.  We sent an email confirmation today with the details of the return.

  Please accept our sincere apologies for the delay and inconvenience this has created for you.

  Erin, Customer Service

   

  
  

  Customer Answer

  Date: 05/10/2023

  
  
  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

  Date:05/09/2023

  Type:Delivery 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.

  Retuned an item I bought and requested another item in it's place. UPS delivered the package on April 14, 2023. According to the CSR it should take 7-10 business days to process. Since this first call was within the 7-10 days I contacted CS again after the 10 days and was told they had my return however were a little behind. Contacted CS today 5/9/23 was told it is now 30 days to process a return/exchange. Note there has been absolutely no communication from Garnet Hill. All communications have been initiated by me.

  Business Response

  Date: 05/23/2023

  Good Afternoon - this customer took action with PayPal and has received resolution and refund direct from them.

  Thank  you,

  Erin, Customer Service

  Customer Answer

  Date: 05/23/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I do not nor have I ever had a pay pal account. My purchase with Garnet Hill was via Discover credit card.  Since filing this complaint I made several additional attempts via on-line chat and Garnet Hill customer service line ###-###-####.  My credit card still has not been credited for the returned item Garnet Hill received on April 14, 2023 @ 11:13 am.  I returned item# ******; Hooded French terry dress $129.00 and request an immediate refund credit to my Discover credit card. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 05/24/2023

  My apologies - the customer is absolutely correct.  This was an error on my part.

  I will provide a status update on this case shortly.  Thank you

  Customer Answer

  Date: 05/25/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: While I do appreciate the apology for the error they made, I hold my acceptance until they get back to BBB as they stated with an appropriate response/resolution to my concern.   
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 06/14/2023

  Good Afternoon - our apologies for your experience.  We conducted system maintenance that caused a temporary delay in the processing of some returns and exchanges.  Here are the details around the transactions related to this order 

  Original order - ********
  ****** SWPL S - $109.65
  500532 RAFG S - $135.15
  S&H - $18.95
  Tax - $16.74
  
  ******
  SWPL S was returned - O#**********
  Item:
  $109.65 credit
  Tax:
  $6.96 credit
  Total
  Credit: $116.77
  
  Exchange
  order **********
  500299
  INCH 06P - $109.65
  Tax:
  $6.96
  Total:
  $116.61
  Shipped via ************************** delivered 5/26/2023

  We had been watching the delivery of the above shipment and became concerned when it seemed stuck in transit to the customer, so we sent an additional shipment of the above exchange order at no charge via UPS express and it was delivered on 5/30/2023.  

  Our sincere apologies for the delay in the processing of the exchange and any inconvenience this may have created.    

  Erin F, Customer Service

• Initial Complaint

  Date:05/08/2023

  Type:Delivery 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.

  05/08/2023
  ordered pillow, no where did it say item was backordered. had I known this I never would have ordered it. I am a senior citizen. For me, this was a big purchase.
  Impossible to get them on phone, ABSOLUTELY IMPOSSIBLE

  Business Response

  Date: 05/10/2023

  Good Afternoon - our apologies for the confusion with your most recent order.  The pillow is not on back order, it is processing through our Distribution Center for shipment, and should arrive to you soon.  Please be on the lookout for your shipment confirmation.

  Thank you,

  Erin, Customer Service

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: This consumer did not provide BBB with a reason they did not accept the buisness's response to their complaint. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service 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.

  My husband purchased an egift card for me from Garnet Hill on 4/18/23. When I went to apply the gift card to my purchase on 5/7/23, the website said that the gift card does not exist or has already been redeemed. I contacted the gift card customer service who verified the gift card does indeed exist and that the full balance is available. I tried to complete the purchase again on 5/8/23 without luck so I tried contacting Garnet Hill via live chat and never received a response. I tried calling and spent over 20 minutes on hold to be told that they could not help and that I needed to contact the gift card customer service again and have them reissue a new gift card number. I called the gift card customer service and was told there is no way for them to issue a new gift card number. I called Garnet Hill customer service again and waited on hold again. I told them that and they've informed me there's nothing they can do on their end aside from creating a case and that they "normally give a phone call" but I could not be given a timeframe for which I will receive any contact. Customer service said there is no case number I can even use to follow up with. She also said if I receive a phone call and am unable to answer that phone call they "usually" leave a voicemail, but that I will probably have a very difficult time getting back in touch a representative so to make sure I am able to answer the initial phone call from them. I find this entire ordeal ridiculous and am not sure what else I can do on my end, aside from taking it up with my credit card company that I used to purchase the gift card.

  Business Response

  Date: 05/10/2023

  Good Afternoon,

  We recently went through a system conversion that unfortunately impacted some gift cards.

  You should have received a refund back to the original form of payment as well as an email advising that a refund is in process along with the time frame for the funds to be returned.

  Our sincere apologies for this unfortunate experience.  We sincerely appreciate your patience.

  Erin, Customer Service

   

• Initial Complaint

  Date:05/08/2023

  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.

  I cannot reach anyone at this company - their website has been down for months - no one answers the phone - automated response says call back - chat doesn't work - I actually DID get a person ( Shakira ) last month to find out where order # ******** is which was shipped on March 28th and never arrived. I also in that order have a comforter and shams that are on back order until the end of May so Lord knows if they will show up.
  
  I also paid for several items via PayPal on April 2nd - invoice ******** for $158.22 and they have not shown up either.
  
  No sure what is going on but very upsetting not to be able to contact anyone...
  
  ***

  Business Response

  Date: 05/10/2023

  Our sincere apologies for your recent frustrating experience with us.  One of our Customer Care Specialists was in touch with our customer today and I believe she has been taken care of.

  We sincerely appreciate your patience during our recent system maintenance.

  Thank you,

  Erin, Customer Service

  Customer Answer

  Date: 05/11/2023

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