Complaints

This profile includes complaints for Pendleton Woolen Mills, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pendleton Woolen Mills, Inc. has 18 locations, listed below.

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  Pendleton Woolen Mills, Inc.

  220 NW Broadway Portland, OR 97209-3509

• 

  Pendleton Woolen Mill

  250 Red Cliffs Dr St George, UT 84790

• 

  Pendleton Woolen Mill

  250 Red Cliffs Dr St George, UT 84790-8167

• 

  Pendleton Woolen Mills, Inc.

  61334 S Highway 97 Ste 200 Bend, OR 97702-3285

• 

  Pendleton Woolen Mills, Inc.

  231 N Main St Prineville, OR 97754-1851

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:01/09/2023

  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 Pendleton Woolen Mills on December 11, 2022 for a two hats and a pare of gloves. The order number was SO0910540. Purchase price was $129.00 and I paid an additional $10.29 in taxes and $7.99 for faster shipping, for a grand total of $147.24. The items shipped but were never delivered. I followed up and Pendleton returned the $7.99 I paid for faster shipping but still the items never arrive and eventually were returned to the sender, Pendleton. I followed up with an email to their customer service on January 1, 2023 to request the items be resent and provided an alternate delivery address but I received no response. I called their customer service and spoke to someone I believe on January 3, 2023 who assured me the items would resent to the new shipping address and that I would receive an email confirmation with new tracking information but still nothing. I emailed again January 5, 2023 and still nothing. I tried calling their corporate headquarters but the call was never answered and I could not leave a message. I am out $139.29 and have nothing from Pendleton. I have made multiple good faith efforts to resolve this issue and now just want my money back. I appreciate anything you can do to assist as I feel I am getting nowhere and am being ignored by Pendleton.

  Customer Answer

  Date: 01/09/2023

  I filed a complaint number ******** today, seeking a refund from Pendleton Woolen Mills in ********, ******. I had unsuccessfully requested multiple times for the company to re-send something I had ordered from them but had never received but I got no response so I decided to reach out to you all to try to get a refund from Pendleton. I then checked my bank again just now and it turns out Pendleton had actually issued me a refund on January 4 but never responded to my inquiries so I had no idea they had issued the refund. In any event, the issue of the refund is resolved. Thank you

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Received a quilt for Christmas. When I took the quilt out of the packaging it had a very strong smell to it and then I noticed that there was paint overspray all over the blanket. Tuesday January 3rd, called into customer service - was treated very poorly, and was told a return label would be sent to the original purchaser. My spouse never received return label. Called into Corporate January 5th, explained situation, Representative transferred my call without telling me to wholesale department that was not irrelevant to my purchase. Called back into Corporate several times, keep getting transferred to same department. Final time asked to speak with supervisor but was transferred again to wholesale department. Called into general customer service, after 10 mins call says "Thank you for calling Pendleton, Please leave your name and we will get back with you". For a company this large this is unacceptable.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the Pendleton website on 12-7-22. The item on the Pendleton website was marked down to 30%. The original price was ******. The next morning I checked the website the item was on clearance price marked down by 40%. I promptly sent an e-mail to customer service requesting a price adjustment on 12-8-22. After I sent the e-mail I saw that there was a price adjustment form to fill out. I filled it out and sent that as well. On 12-14-22 I finally got a response from customer service telling me that I needed to fill out the online price adjustment form. I replied back explaining that I already had. I never got a response, furthermore the item I ordered got sent out to me without me receiving a shipment notification. The item arrived on 12-21-22 which was a lengthy time of transit. I finally got a response to the price adjustment on 12-29-22. The response from customer service was that the price adjustment had been denied. There was no explanation why. I responded with some comments, asking why I was denied. It took customer service three weeks to respond to my initial request. I read their price adjustment policy and as a customer I adhered to their rules per an adjustment. I promptly put in the request and the item I ordered was in stock in my size for a few days after I put in my request which should have qualified me for an adjustment.

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Placed two orders via their online store on 12/8/22. They sent me two emails acknowledging the orders are received, however no order number or any other order status was provided. I emailed them on 12/13/22 to try and find the status of order and it is now 12/15/22 with no response. I called 12/15/22 multiple times and waited over 10 minutes each time never to reach an actual person. There is no way to reach customer service to get an order number or order status. This is unacceptable. They are quick to take your order, you can call their order line and you will get a live person within 8 minutes, and you can always order online. It's a one way street, they will gladly take your money, but good luck getting any customer service. After this is resolved I will never do business with ********* again.

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 had purchased from pendleton website on 11/21/2022 to christmas gifts, my order was packed and shipped however it was mislabelled with another customer so I got her order and she got my order. we both called pendleton to complain and fix the situation I got a hold of a customer service first time I called they apologized was very nice and helpful said to send the items back and that my order was already being sent back by the other person and we would both be getting our order expedited to get it in 2 days, since the mixed was there employees in the warehouse employees labeling the packages. however now one of my products was no longer available cause I got the last one sent to me that the other person received. I was disappointment but told them to refund me for the item and just sent the 2 other items they did not expedite them they sent only 1 item and never refunded me for the other 2 items now. I received the 1 item 1.5 weeks later and have been trying to get a hold of them with no response. I have emailed them, called them and waited online for 2+ hours then it hangs up, and I have left several voicemails also with no response. I paided ***** and the item I received was only ***** plus tax $26.76. I want to be refunded for my other 2 items that were never shipped or received which is $60.12 My order number for all this confusion is 3 different numbers. first one placed is SO0822955 my second # is SO0889684.

• Initial Complaint

  Date:11/30/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  -The order number is SO0746961 -The description on this item is misleading/false.-It contains Nylon but doesn't mention that, however it states "100% cotton and virgin wool"-Other bags on the site specifically mention Polyester or Cotton lining, so it's an obvious error -Unfortunately I didn't notice til around 2 months after purchase & now they're only offering a gift card, which is not ok because i'll miss out on a 25% discount -Also I have health problems, so I don't have the energy to correct their mistakes

• Initial Complaint

  Date:11/29/2022

  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 received an email from Pendleton on 11/18 stating "A gift for you. 25% off your order with code holiday20." Nowhere on the email did it have any exclusions, so I went to their website, found a couple of blankets and went to check out only to be told that the code wasn't valid. I had to go and search in a tiny details portion on the website only to see that wool blankets, sweaters, and a multitude of other things were not part of the promotion. I spoke with customer service reps and they told me that the wool blankets never go on sale, so I ordered them on 11/19, only to get an email on 11/24 that there was a promotion of 25% off sitewide, including wool blankets. My order total was almost $600, so it makes for a good chunk of money. I reached out to their customer service and they said they would not honor it and there is nothing they will do for me. I feel deceived on multiple fronts from the first email, to them telling me the blankets never go on sale, to not even trying to meet me halfway or do anything to help. Shady dealings, and I hope you can help. Thank you.I attached the 11/18 email stating 25% off, and nowhere on the email did it have exclusions.I attached the 11/18 details portion that I had to go and search out on their website after the discount code didn't work, showing pretty much nothing was valid for that sale on their site.I attached my 11/19 order confirmation email I attached the 11/24 25% off sitewide email as well.

  Customer Answer

  Date: 01/09/2023

  I just wanted to let you know that Pendleton reached out to me and solved my issue and got me a refund. Would love to close as resolved.

• Initial Complaint

  Date:11/10/2022

  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 a backpack from ********* on 08/07/22 for (with Shipping) $125. I used the backpack ONE time and it started coming apart at the seams. It was past ********* 30-warranty, however, Pendleton itself has a 10-year warranty. I tried the email address on the tag for the backpack and the email address on their product is incorrect. I went directly to Pendleton, several emails back/forth, sent them all the information including picture and purchase information that they requested. Pendleton came back in their final email and stated I have to work with ******************** (their sister company?) and gave me an email address that is invalid. All I wanted was a new backpack or my $125 refunded. The run around has been unbelievable. I have the feeling that they simply do not want to work with people and honor their 10-year warranty....

  Business Response

  Date: 11/15/2022

  Dear BBB - We have emailed ************ to request the backpack be returned to our ******** Services area in ********, ** for quality assurance inspection. We have also processed an order for replacement. Item is expected to ship 11/29. We are however, looking to see if we can ************** sooner.

  Thank you,

  *****************************

   

  Customer Answer

  Date: 11/15/2022

   
  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. I will be packaging the backpack and sending it back to Pendleton for replacement. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair 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.

  Bought a Pendleton comforter from an authorized retailer about 4 months ago. Product fell to pieces within two months (literally, the stuffing is coming out of multiple seams). Contacted the company and they wont stand by their product because I no longer carry the receipt. Im out 350 bucks. This company *****. I offered to provide photos and was told Im pretty much ***.

  Business Response

  Date: 11/09/2022

  Dear BBB - Our original response to ****************** on his product complaint was requesting him to go back to the original point of purchase. We did not receive any reply from him. We have now sent another email asking ****************** to return his Quilt to our *************************** for replacement. See attachment.

   

  Thank you,

  *****************************