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:05/08/2023

  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.

  I have had multiple problems trying to get refunds for two items I have returned. It is very, very difficult to get through to the customer service phone number and phone agents have been impolite and unhelpful (with one exception). I have had NO response to multiple emails I have sent to the customer service email address over several weeks. In my opinion, the company is making it impossible to get refunds for returned items.

  Business Response

  Date: 05/10/2023

  Good Afternoon,

  We are trying to look into this customers concerns - is it possible for the customer to provide us with the tracking number(s) for the items that have been returned?

  Thank you,

  Erin, Customer Service

  Business Response

  Date: 05/22/2023

  Good Afternoon - we are extremely sorry for the delay in the processing of your return.  We recently conducted system maintenance that caused a temporary delay with our return process.  We have received your return.  We mailed out a refund check in the amount of $39.54 for the return of the Linden Knit dress on 5/12. 

  Today, we processed an additional refund to your PayPal account in the amount of $131.14 for the other item returned.  We will also process an additional refund check for $17.71 that will cover your original shipping and the return label fee.

  Our sincere apologies for the delay and the inconvenience this has created for you.

  Erin, Customer Service

  Customer Answer

  Date: 05/22/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20027604, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******* ******

• Initial Complaint

  Date:05/03/2023

  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.

  I ordered two items on April 14, 2023. I received an email thanking me for my order on April 14. I have not yet received the two items, and I cannot find the order number. In the email, thanking me for my order, there is no order number listed. I have tried to call customer service numerous times and keep getting an automatic message, saying they are receiving a higher volume of calls than usual, and to call back later. When I called after customer service hours, somebody answered and said he could only take a message. He asked me for my name and billing address, and told me that someone would get back to me in the next day or two. That was about a week ago. I have not received a call back at all. Also, I tried the chat option and there’s no way to click on anything. it is not working. I really need someone to respond to me soon because I do not know where my order is. Thank you.

  Business Response

  Date: 05/10/2023

  Good Afternoon,

  Our apologies for your recent frustrating experience.  Your order number is **********.  

  2 of the items ordered were unfortunately sold out, #41947 LAGN PS and #500661 RASP XS.  Item #500661 RASP S is on B/O and is due to us approx 5/20/2023.

  We appreciate your patience as we have recently conducted a system upgrade that is driving higher than normal contact volume.

  Thank you,

  
  Erin, Customer Service

• Initial Complaint

  Date:05/01/2023

  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.

  I used a coupon and the discount was not shown on final statement. I called and was told 25% discount was added and I would receive email confirmation. No confirmation was received. I emailed and received a message that emails were not being received at this time and to re-email at a later date. I live chatted and was disconnected mid way. I call again and received messages that calls could not be received and to call back later. A call went through, was put on hold for 20 minutes, and it was an order desk that could not escalate the call or give me a number for customer service. I am frustrated and feel deceived.

  Business Response

  Date: 05/10/2023

  Good Afternoon,

  Our apologies for the delayed response.  In looking at your recent order we do see that a coupon code was added to your order on May 1st and a credit of $58.00 was posted that day.

  If we can be of any further assistance, please let us know.

  Erin, Customer Service

  Customer Answer

  Date: 06/07/2023

  BBB spoke with this consumer who indicated that they consider this complaint resolved to their satisfaction. 

• Initial Complaint

  Date:05/01/2023

  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.

  Ordered 3 items totaling 310.95. My credit card was charged for 310.95 immediately. They then sent me email notice that they were canceling 2 of 3 items and stated in email that I would not be charged for those items. I received the 1 item for 189.72. They have not refunded the 121.23 for the 2 items they canceled and did not send. Their Live Chat does not work on website. Customer form will not submit on website. They are not answering phone calls. I did connect one time and they simply told me that they would look into it.

  Business Response

  Date: 05/23/2023

  Good afternoon - we are extremely sorry for your recent experience.

  We issued a refund to the customer's original form of payment on 5/4/2023 in the amount of $121.23.  The credit reference number is ***********************.

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

  Erin, Customer Service

  Customer Answer

  Date: 05/24/2023

   
  
  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:05/01/2023

  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 purchased 6 sheets and was only refunded for 1 sheet
  I have emailed over 15 times and called numerous times I have escalated this issues and sent to resolution with PayPal who was told I was refunded my money as you can see I was only refunded for one sheet
  Garnet Hill keeps saying the same statement that I was refunded I’m still owed my money for the other sheets returned
  Garnet Hill Inc
  April 10, 2023·Refund
  + $39.49
  You originally paid Garnet Hill Inc $311.52 on March 28, 2023. View receipt
  Refunded to
  (BOEING EMPLOYEES CREDIT UNION x-****)$39.49
  Transaction ID
  *****************
  Seller info
  Garnet Hill Inc
  Refund details
  Refund total (includes tax and shipping)
  $39.49
  Total
  $39.49

  Business Response

  Date: 06/09/2023

  Good Afternoon - our apologies for your recent frustrating experience with Garnet Hill.

  In researching this order it appears that the customer has taken action via Paypal and they have issued a refund.

  Please let us know if we can be of any further assistance.

  Erin F, Customer Service

• Initial Complaint

  Date:04/28/2023

  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 requested to exchange an item for a different color and size ( original order #**********). I am exchanging the item for Item # ***** in Deep Navy color and size M. I was told the item is in stock and would be shipped the following day. When I check the order, it shows the item back ordered and no estimated date when it will be back in stock. Oddly, I can order the item and put it in my cart and no message occurs that it is unavailable. I have tried for two days to reach customer service and evert time there is an automated message that they are receiving a larger than expected volume and please try again. This morning, I called at 08:00 Eastern time and received the same message. I contacted them through the live Chat option and have yet to receive a response other than the automated response acknowledging my request. When will my item be shipped? It’s a reasonable question. Thank you.

  Business Response

  Date: 04/28/2023

  Good Afternoon - our apologies for the delay in communication and the frustration you experienced trying to reach us.  Item #***** DPNV M shipped today, 4/28.  Tracking number via USPS ************************** shows estimated delivery on Thursday, May 4th.  

  Thank you for your patience,

  Erin F*****

  Customer Answer

  Date: 04/28/2023

  
  
  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:04/27/2023

  Type:Sales and Advertising 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.

  Echoing previous complaint about Garnet Hill's unethical/dishonest email practices: opt-in for their email promotions (daily) against my specific decline, and no UNSUBSCRIBE button or function to opt-out. Only option is to create an account to tell them to unsubscribe, or to call them. Like I would trust them to actually unsubscribe me even with all that effort. I've tagged them as spam in outlook, but every day when their email shows up briefly before going to spam. They are not worth my effort, but if they are unethical in such simple thing as respecting customer wishes on emails, they should be flagged as they are probably cutting corners and being dishonest in more serious aspects of their business. I'll be spreading the word not to go near Garnet Hill. I appreciate BBB, hope you can bring this up with them again. Bad PR, bad business. I do bulk emails for volunteer organizations using Mailchimp. It's not only easy to set up unsubscribe, Mailchimp requires it, which is the way it should be. thanks for letting my vent a little. **** ******

  Business Response

  Date: 05/10/2023

  Our sincere apologies for your recent experience with our promotional emails.  I can confirm you are unsubscribed from our system.  

  I am including an image of the footer portion of our emails, all include a link for customers to change their email preferences or unsubscribe at any time.  In addition, we have a link on our website that directs our customers to our privacy policies and customer privacy rights pages.

  Please let me know if I can be of any further assistance.

  Erin, Customer Service

• Initial Complaint

  Date:04/19/2023

  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 purchased a duvet cover and 5 pillowcases online from Garnette Hill on 3/31/2023, order #******** I did not like the design, so I returned the order using the shipping label provided by Garnette Hill. I have called customer service on 4 separate occasions, and I get a different story every time as to why I haven't been refunded. I am told they have a new system; they can't locate my order in the old/new system, I need to give it a few more days to process I have even asked to speak with a supervisor, and she was also unable to resolve my issue. Return tracking #****************** which was delivered back to the warehouse on 4/7/2023.

  Business Response

  Date: 05/01/2023

  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. Your refund check is on the way and will arrive within 7-10 business days. Please accept our sincere apologies for the delay and inconvenience this has created for you.
  
  Thank you for your patience and understanding.

   

• Initial Complaint

  Date:04/13/2023

  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.

  I’m trying to find the status of an order. Their customer service number does not work and their email option for customer service does not work either. There’s no way to contact the company.

  Business Response

  Date: 04/19/2023

  Good Afternoon - our apologies for your recent experience.  We have recently upgraded our systems to improve our customer experience.  We are back online.  O#******** for the #****** organic seamed tank, Ink, size M shipped on 4/10/2023.  Tracking confirms that the package was delivered 4/19/2023 @ 1:36pm via USPS.

  We appreciate your patience during our recent system upgrade.

  Sincerely,

  Erin F*****

   

   

• Initial Complaint

  Date:04/04/2023

  Type:Sales and Advertising 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 don't know what I have to do to stop receiving catalogs from this company. I have requested to be taken off their list through their website several times, but the huge heavy waste-of-paper catalogs keep coming. Several months ago I wrote a nasty letter, and my only response was yet another catalog. I notice there are other complaints like mine, which means that Garnet Hill has a policy of NEVER removing you from their catalog list.
  
  *** ****
  customer # ********
  code ******** ** ***** ****** *** ***** ***** **** ** *****

  Business Response

  Date: 04/07/2023

  Good Afternoon,
  Our apologies for your ongoing issue with the unwanted receipt of our catalog - we sincerely do not want to mail where we are not wanted.  I have escalated this to ensure you are completely removed from our mailing list.  Unfortunately, you may still receive one additional catalog and then they will cease.  If you continue to receive any further mailings, please let me know.

  Erin

  Customer Answer

  Date: 04/10/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not indicate to BBB why they did not feel their complaint was resolved. 
  
  
  
  Sincerely,
  
  
  
  *** ****