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:03/24/2023

  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.

  Order Number: ******** Order Date: 03/19/2023
  
  The order says delivered on 3/23 but I did not receive it. I checked front, back door, mailbox, neighbors, front gate. There was nothing.
  
  I emailed garnet hill, no response. I did support chat but they said you need to call. I called in and after 1 hour hold, the agent said she was not CS and can’t do anything. I am honestly horrified with the nonexistent customer service. Why even have these options if they can’t do anything?
  
  Please give me a refund or I will have to file a claim.

  Business Response

  Date: 03/28/2023

  Good Morning, we credited this customer for the lost package back to the original form of payment in the amount of $260.33.

  We apologize for your experience and appreciate your patience.

  Erin

  Customer Answer

  Date: 03/29/2023

  
  
  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:03/10/2023

  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 order #******** my total cost of clothing I purchased was $158.20. I returned everything and the amount they credited back to me was $149.25 less than I originally spent on the actual clothing.
  
  I reached out to customer support and this was their response
  "In checking we note you had made a pure return at this time. When making a return, we credit the items and their associated tax but do not credit the original shipping nor its associated tax. Additionally we deduct $8.95 for the use of the return label"
  
  I should have gotten back at least what I originally paid for the clothes.

  Business Response

  Date: 03/15/2023

  Good Afternoon, we apologize for the confusion with our standard return policy.  As a courtesy we have issued a refund of original and return shipping back to the original form of payment in the amount of $25.90

  Customer Answer

  Date: 03/15/2023

  
  
  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:02/21/2023

  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 purchased two items of clothing from Garnet Hill and exchanged both items for a different size. They sent me one item in the new size and not the second item. Garnet Hill then charged me $53.40 randomly on my credit card. I had not purchased anything new or additional from them.
  
  I e-mailed the customer service team and did not hear back from anyone, but Garnet Hill did refund me the $53.40 that they had charged erroneously. After a month had passed, they then charged me $53.40 again. I have still not bought anything new from Garnet Hill, nor have I received the second item I purchased and exchanged. I am disputing the charge with my credit card company and have reached out to the Garnet Hill customer service team with no response.
  
  At this point, I do not care about receiving the second item, but they absolutely need to refund me this $53.40 charge that they randomly made on my card.

  Customer Answer

  Date: 02/21/2023

  Hi,

  The customer service dept reached out to me. This is resolved.

  Thank you,

  ********

• Initial Complaint

  Date:02/03/2023

  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.

  I returned a call to Garnet Hill. I placed an order last week but never received a confirmation, nor had any money been taken from my account. It was late when I ordered so I thought, well maybe I didn’t order. I looked amd could not find an email. So today when I call the number back. The customer service rep named Elizabeth was rude. She said my order had been cancelled because they had not received a response. I asked what response did you need? She said if you wanted the order bc your card declined. I said yes it did bc I bought another suit. I do not use this account much. I transfer money into it to shop. Then I leave maybe $50 in their. I did not think I had ordered the one from Garnett a hill. I had received one email. It was just a welcome email. She said what’s your email it could if went to junk. I replied well I got one email. As I am explaining she comes at me with attitude and unnecessary statement. It was enough for me to say WOW! I said no thank you I don’t want the order. She says okay and again I was shocked at what came out of her mouth. I hope you can listen to the phone call. I made the call Feb 1 @ 3:30. The lady’s name was Elizabeth. I do sales myself and would never talk with such disrespect. This would of been my first order from your store. I love your selection but I will not be ordering from your company, nor will I speak positive. I truly hate that this one person lost a new customer simply because she spoke with disrespect. My 2 adult daughters will not be buying from your company and most people will tell bad reviews way before good. I should of just stayed purchasing with **********. Elizabeth needs some training. I was a customer not one of her girlfriends.

  Business Response

  Date: 02/21/2023

  Good Afternoon -  we are terribly sorry to hear the details of your experience and we want to hear more!  A Senior Customer Care Supervisor has left you a message and would like to assist.  She has left you detailed information on how best to reach her.

  We sincerely hope we are able to to regain your confidence.

  **** ******

• Initial Complaint

  Date:01/03/2023

  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.

  This is the single worst buying experience I've ever had. On November 27th, 2022, I placed order number ******** for $693.86 worth of goods. Upon the package arriving on December 6th, I took a flight from California to Connecticut to attend an event for my cousin and brought the package. However, my cousin opened the package and he did not want the gift. On December 7th, I used Garnet Hill's official website return portal to create a return label (documentation attached). Again, this was using the OFFICIAL Garnet Hill return portal. The return tracking ID was ******************, and it was picked up in Stratford, CT. About a week later, on December 15th, I called Garnet Hill at 10 am PT. I was hung up on because "all agents were busy". I then chatted with an agent on Garnet Hill's official website chat platform at 10:09 pm PT (documentation attached). In the chat transcript, the agent says: "If it does not reflect received by 12/19 please contact us. Then we would manually process the return and refund your card for the item(s) returned." On December 19th, I checked the tracking information again -- and I saw the package still hadn't moved. So, I called Garnet Hill again (this time at 9:13 am PT) and requested a refund. Similar to the previous chat conversation, I was told by the agent on the phone that they would treat it as a lost package and I would receive an email confirmation for my refund and the refund would be "pushed" to my credit card statement. On December 29th, I still had not received the refund so I called again (at 12:51 pm PT). I was told the returns department would contact me by the end of the business day. They never called, and 22 days later my issue is still not resolved! The documentation showing my phone calls to Garnet Hill is attached. I just want my refund back for the return I mailed back to them as clearly shown in the tracking -- and promised by multiple agents. This company treats their customers horrendously.

  Business Response

  Date: 01/09/2023

  Good Morning, we apologize for the delay in credit issuance due to return package being lost in transit.  Garnet Hill issued the customer full credit to the original form of payment (Visa) on 1/3/2023. 

  Please advise if we can be of any further assistance.  Erin F*****

   

  Customer Answer

  Date: 01/10/2023

  
  
  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:12/14/2022

  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.

  Disappointing Customer Service experience
  Garnet Hill does not know where in Ukraine they have their everyday knit leggings made???. I have a package tied up in customs for Japan containing this item. Japan will not accept product made in the Crimea, Sevastopol, Donetsk or Luhansk (all in Ukraine) But Garnet Hill can not tell me what city made this product. My sister that lives in Japan will not receive her gifts for Christmas. Very disappointing..
  
  Item 33311

  Business Response

  Date: 12/14/2022

  Good Morning - Item # 33311 knit leggings are made in Lviv Oblast, Ukraine.  Please let me know if I can be of any further assistance.

  Erin F*****

  Customer Answer

  Date: 12/19/2022

  
  
  Complaint: 18570049
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Why when I talked to several different people at the company this information was not available. The INTL manager at my work company also tried to find out this informaiton for this piece of clothing.  It was needed to clear a gift of Garnet Hill leggings at the border of Japan. Now the package is being sent back to the United States and my sister and her daughter will not receive their gifts for Christmas.  [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/21/2022

  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 purchased slippers from Garnet Hill. All marketing boxes were specifically unchecked so that I wouldn't be added to mailing list. As many companies do, they added me anyway and immediately sent an email saying "thanks for signing up" which I did not. In addition, there is no option to UNSUBSCRIBE in their marketing emails which is coercion. I now receive their emails daily and telephone requests to remove my name from list have been ignored. When I checked BBB, I read a similar complaint from previous customer. Garnet Hill response was that it was addressed swiftly and UNSUBSCRIBE button made clearly visible on all emails. There is still no UNSUBSCRIBE button. This practice is desperate and unethical.

  Business Response

  Date: 11/22/2022

  Good Afternoon - I have found 2 files for this customer and have escalated to ensure they are suppressed from all mailings and email communication.  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 further assistance. 

  Erin F*****

   

• Initial Complaint

  Date:10/24/2022

  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.

  Garnet Hill is sending me an email every day regarding holiday items. There is no unsubscribe button. I’ve called and emailed Garnet Hill several times and asked them to remove my name from their email list. They say they will, but I keep getting daily holiday emails. Getting a daily email about holiday items is distressing and harassing.
  
  No one responds. It’s like they have an incompetent CEO who won’t monitor an incompetent. Marketing department. To send daily emails about holiday items is inconsiderate marketing behavior to just about everyone. No one wants daily emails. But when they continue to harass me with emails after I request them not to so many times, that is really awful behavior.

  Business Response

  Date: 10/31/2022

  Good Morning, 

  We apologize for this frustrating experience.  We have taken steps to escalate and remove the customer from our promotional emails.  We have also updated our email template and have underlined the "unsubscribe" link to ensure it is clearly visible for our customers who wish to opt out of emails.

  Please let me know if I can be of any additional assistance,

  
  Erin F*****

  Manager, Customer Service

   

  Customer Answer

  Date: 11/02/2022

  
  
  Complaint: 18302234
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  I had requested that the business not contact me again.  They phoned me this morning.  Calling me does not constitute “no contact”.  This is a business that does not understand how to treat their customers in a polite and considerate manner.  I like their products, but both their marketing and customer service departments appear to be run in an extremely incompetent manner.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/08/2022

  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 placed an order on 7/6/2022 order #4474**** and was charged $66.88. Unfortunately the item did not fit. I read the return policy for Garnet Hill and it stated I would be charged $7.95 for the return. This would mean I should have received a credit of $58.93. On 7/21/2022 I received $48.21. I have attempted 3 times (by email to customer service) for an explanation of the difference on the refund with no response to any of my emails. Last one was sent 8/3/2022 (I read they should respond in 24hrs). I would like an explanation of how they determined the refund amount and possibly the difference that is owed to me $10.72.

  Business Response

  Date: 08/11/2022

  Good Morning,

  The difference in the amount of her return was the original shipping and any associated taxes.  We left a message for the customer to let her know we have refunded her original shipping/tax and also waived the return label charge as a courtesy.  We credited $18.67 to the original form of payment.

  Thanks,

  Erin

  Customer Answer

  Date: 08/16/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17684203, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/03/2022

  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 purchased 3 items from Garnet Hill on Thursday Dec 23 2021 (Order number 4329***** order amount $528.52).
  I returned all 3 of these items and received confirmation that the return was received on March 1 2022 (confirmation email from Garnet Hill and a photo of the dropoff receipt from UPS is attached). Unfortunately at this time I did not check this email carefully nor did I log into my bank to see that the money was received back into my account.
  
  In June I was looking through my bank account and realized that I never received the money back for the return and contacted Garnet Hill. This is when I looked closer at my return email from March 1 saw that there are 2 things wrong with this return confirmation
  1) I returned all 3 items and only the 2 sweaters are listed on the email.
  2) The dollar amount returned is listed as $7.95.
  
  Garnet Hill told me they would reissued the return (again email attached). Garnet Hill provided me with the following credit reference number (7541823217915057*******) saying this is their proof that my bank took the money and there is nothing more they can do (I am not sure that this is what this number proves). The funds have not been received to my account. My bank is a Swedish bank (************* ******** Banken AB). I went to my bank with this number and the bank says they do not have a record of any money coming to my account from Garnet Hill. I have attached the messages from the bank making this statement. I have also attached a screenshot of my bank account filtered for all incoming transactions. As you can see the money was never returned to my account. I informed Garnet Hill of this and I was told by customer service to email a supervisor. I did this and included all documents here. It has been 2 weeks and 2 email later, nothing from Garnet Hill (I have also attached these emails). I would like my refund please. If the issue is that Garnet Hill cannot return to an international bank I am open to other alternatives.

  Business Response

  Date: 08/15/2022

  Good Morning,

  We have issued a refund check in the amount of $536.47 which I will be mailing to her address in CT when it processes later this week.  She should expect to have the refund check within 7-10 business days. 

  This is a highly unusual situation and moving forward we will not be able tor process any further transactions to the bank account used on the original order.

  If you have any additional questions, please let me know.

  
  Thanks,
  
  Erin

  Customer Answer

  Date: 08/15/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17663511, and find that this resolution is satisfactory to me. Thank you very much to Garnett Hill management for working with me. I will not use this form of payment on future orders. 
  
  
  
  Sincerely,
  ****** ****
  ***