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:07/22/2022

  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 ordered a set of Supima Flannel sheets, item #47017 on 10/30/2021, order #42643781 for a total of $106.00. I ordered these sheets with the understanding the merchandise could be returned up to one year after purchase, if the customer was dissatified with the merchandise. The seams are misaligned on the pillow cases which is obvious with the plaid material.
  
  I have been in contact with Garnet Hill customer service, 07/18-07/20/2022. Their response is 90 day return policy which is in conflict with the Garnet Hill Guarantee "If any item does not completely delight you, we'll take it back for exchange or refund" no time limit noted. From Garnet Hill's website When the 90-day period ends, our commitment to assuring quality in every stitch does not. Should an item be defective, we’ll replace it for up to one full year from the date of purchase. I feel the misaligned seams are a result of inferior workmanship, not the the superior quality advertised on their site.
  The sheets have not been removed from the package, only the pillow cases
  After reading other reviews of these sheets the misaligned seams are not unique to my purchase,

  Business Response

  Date: 07/27/2022

  Good Morning,

  Yes, the customer is able to return the defective product from O#426*****.  We made multiple attempts to contact the customer by phone to assist with the return of the product, however the call disconnected each time we tried.  We also sent the customer an email outlining the steps to return the product.

  The customer is able to print a return label from our website and we have noted the order to waive the return shipping charge due to the defect.

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

  Erin

  Customer Answer

  Date: 08/02/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17598086, and find that this resolution is satisfactory to me, providing a refund is processed in compliance with the Vendors response.

  As a side note, Garnet Hill indicated that "numerous" calls were made in regard to this complaint.  My phone records show one "missed" call on 7/26/2022.

  Merchandise has been returned via UPS with an estimated delivery date of 8/5/2022.  Tracking # 1Z A80 11V 90 **** *****
  
  
  
  Sincerely,
  
  
  
  ****** ********