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Business Profile

Clothing

The Vermont Flannel Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for The Vermont Flannel Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Vermont Flannel Company has 9 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/07/2024

      Type:Product Issues
      Status:
      Resolved
      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 ID #********* received second week fo Dec 2023 and returned to their return department the first week of Jan**** with return num RA# ****** I have contacted this company.severals times with no avail and so far no refund at all. Their phone.num.is always ringing with zero possibilities to talk to anyone to resolve any issues.All i have gotten is an email saying they.were looking for my return and so far after I keep.contacting them.they dont even bother to answer back. As I stated as Feb 7 **** still I haven't received any refund from my purchase.

      Business Response

      Date: 02/08/2024

      Hi *******, 

      We understand the your concern and frustration that you've experienced while waiting for your return to be processed. However, as stated on our returns page (*********************************************************) as well as the email where your RA# was issued, we asked that you allow 3-4 weeks for your return to be received an processed. Your return arrived to our warehouse on 1/16/24, which was 3 weeks ago.  With that being said your return/refund has been processed. Please note that it can take a few business days to post to an account. 

      We appreciate your patience and understanding as our small team works to process returns as quickly as possible. 

      Best, 

      *******

      Customer Answer

      Date: 02/08/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:01/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 online order with Vermont Flannel Company on 12/9/23. The total was for 2 items and shipping costs for a total of $160.55 the items were never shipped. When calling about why, they stated the shipment was "forgotten" and never sent. This was on 12/22/23. The woman on the customer service line said they would send the items that same day. The items were STILL never shipped. Next contact after dozens of calls made to the customer service line and customer email service, a woman on 12/27/23 stated a refund would be issued but she could not do anything further. It is 1/13/24 and I have not received any items or refund for my purchase of $160.55. I would be seeking the 2 items as well as a refund or further compensation from the company, as these were Christmas gifts that were never received and never refunded in order to purchase something elsewhere. They have taken my money and refuse to help or replace items.

      Business Response

      Date: 01/15/2024

      *******, 

      We're so sorry for the issues you experienced, which prevented you from receiving your order. Additionally, we apologize that your refund was not processed on Dec 27th like you were told via email that it would be. I have completed your full refund, which you should see posted to your account within a few days or so. I had provided a screenshot showing that your refund has been processed today, but is still pending until it settles/posts to your account. 

      Again, we are terribly sorry for the inconvenience and disappointment. 

      Best, 

      The Vermont Flannel Team

    • Initial Complaint

      Date:10/28/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 shirt from the company. The shirt was too small and I wanted to exchange it for a different size. I could not get anyone on the phone to help me with sizing, and during this time I found out that there were no exchanges for shirts, I simply had to return it for a refund. So i printed out the return paperwork and mailed it back along with the shirt. Then I was informed that if I paid with a credit card that I could not get a credit to my account and would receive a check. I have not received a check, have not had my latest email answered, yet they emailed me an advertisement for 10 percent discount on a purchase. To tell you the truth, I really liked the shirt, but their complete lack of help, poor communication and exchange policy changed my mind. I just want my money returned, I returned their shirt, promptly and in the same new condition.

      Business Response

      Date: 11/04/2022

      Hello ****!

      Thank you so much for reaching out. First of all, we're so sorry to hear about the experience you had with us. Please note that over the past couple weeks, there were technical issues with our phone system so we did have a few days where our phones were down. Additionally, we have been experiencing larger than normal call volumes. Although this is no excuse, I did want to explain the reasoning behind why it was difficult for you to get a member of our team on the phone. Please note that we have addressed these issues so you should not experience anything like this in the future! Your comfort is our top priority.

      In terms of your refund, it was processed on 10-26-2022 in the amount of $73.80. I did see email communication between you and members of our team about this. It does take several days to reflect in your account but hopefully you have seen that refund come through. Please note for future reference, our standard processing times for refunds is 3-4 weeks. 

      We really appreciate your patience with us during this time and as a thank you, we would like to provide you with free shipping on your next purchase from us. You may use the code BEHAPPY22 on your next online order. It is valid through 12/31/22. 

      If there is anything else we can do, please don't hesitate to reach out at any time! 

      Warmest Regards,

      Emily 

      The Vermont Flannel Co.
      ************
      ******************************* 
      vermontflannel.com

      Customer Answer

      Date: 11/05/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:09/19/2022

      Type:Delivery Issues
      Status:
      Answered
      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 about mid August the website clearly showed collar buttons for the Seasucker Long Sleeve Shirt; after receiving a shirt without said buttons, Vermont Flannel refunded me lest the shipping I paid to be mailed an item a did not order

      Business Response

      Date: 10/25/2022

      Hello *****!

       

      While our Return policy states that shipping is non-refundable (https://www.vermontflannel.com/returns-exchanges/) we would be happy to make an exception for you. Please contact ******************************* with ATTN ***** in the subject line and I would be happy to help process a refund for the shipping cost.

       

      Warmest Regards,

       

      *****
      The Vermont Flannel Co.
      ************

    The Vermont Flannel Company is NOT a BBB Accredited Business.

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