Garnet HillReviews 71

Customer of many years, not sure why all the negative reviews here. The quality is substantially better than other stores I've tried.

They keep sending printed catalogs that I never signed up for and there is no way to remove yourself from it. There is a website form to stop catalogs but filling it does nothing other than send an automated support ticket number. The customer service never responds. The only hope is to take to state consumer affairs or BBB. Imagine the amount of wasted time, frustration! Hope they go bankrupt, will be doing everyone a favor including the environment =)

My order did not arrive after 17 days with no tracking info. I emailed them and no response. When I spoke with someone on the phone they were rude, like immediately rude. The next person I spoke with said 'the package wasn't moving like it should" what does that mean? Yet tell days later they have "my return". I don't think it was ever sent and by not was back ordered. How they stay in business, I don't know. The woman told me I would get a refund in two to three days. Two days later I get an email saying they received my order and i will get a refund in three to five days. Really awful experience. For those prices I can't believe how bad they are at filling orders and customer services.

I ordered percale sheets I can't stand sateen. I usually buy my sheets from the Company Store. Their percale are percale, not sateen. I hate these sheets. Will never buy anything from Garnet Hill

12 days before Christmas and my order hasn't even left the warehouse. I ordered in November. I wrote 3 days ago,no reply so I called today.I simply asked for a shipping date as it's been 14 days, the kid was sooo rude, told me it's at he warehouse and there is nothing else he could help me with. He said I'm not sorry, but I will apologize on behalf of garnet hill. He said I'm not going to the warehouse for you, I asked him why he was so mean and he told me to call back and tell some one else what a jerk they were. I never called him a jerk and was very polite. His insults kept on coming and then he hung up on me. I still haven't heard from my email 3 days now 4 ago. I paid for shipping and now I will have to pay for return as this will not arrive in time for me to mail the gift. Worst experience ever.

For a birthday recipient on December 10, ordered on 12/2. Today is 12/12 and the gift is still not there.

Darn, I didn't realize their customer service is the absolute worst and ordered from there. I want to exchange the king size pillowcases for standard and, literally, the customer service rep did not know what "percale" is (she thought and still thinks it's a color!), confused pillowcases with a flat sheet (she never did figure that out) and could not find my order. I think I'm stuck with these as 2 emails to them were never returned. I like their products, but will never buy from them again. I'd rather try to contact the IRS than this company!

I purchased and returned two bathing suits, but received a refund for only one. Customer Service offered no help. The implication was that I was asking for money I did not deserve.

I've been a Garnet Hill shopper for as long as the company has been around. Over the years I left many raving reviews. I adored them and their customer service reps. Yet after leaving 1 negative review regarding a product that really did deserve that negative review, I believe I was barred from future reviewing of all future purchases. The item was a rather poor redo of one of their most beloved products. I purchase this same item every year, in various patterns, several times a year without fail.

So their product reviews really aren't reliable and something you can depend on. If the review is negative you'll be muzzled and no longer able to review their products, even if your are trying to leave a glowing review. Even though the item I purchased was one I purchase 6-8 of each year, in completely new patters, and at various time, and without fail every year, a few times, I can't leave a review... and even though the items quality, patten, cut and stitching varies each time I make a purchase. It's as if you bought a car, reviewed it, and you were never able to review another car ever again. No matter what I was reviewing, I would get a, " You already reviewed that item."

So it seem to extend to any new items or repeat items I purchase on their site each year. I don't know any other company that does that. It's not very nice. The quality of my "offending" review item, varies significantly in cut, fabric quality, pattern, stitching, and elastic each time, I buy the product. It is not the same product, might look similar but it always varies. Other customers have said the same, "these used to be of a better quality, " " these used to be softer" " these used to be cut differently" "these held up better." " The stitching on these was softer" So I am not dreaming this up.

I replace the item as needed 4 or more times a year. So will buy a par and twoo months later might buy 2 more and a year later purchase 6. I buy them without fail each year winter, spring, summer and fall. They are never the same pattern or item. I have spent thousands on these pj's and own about 38 to 40 of them as they old ones from 15 years ago never wear out. They looks almost brand new. The new ones wear out every few months with weekly washing, and one will start seeing tiny tears. So I should be able to review them honestly each time I make a new purchase so for other shoppers can make an informed decision on wHether other shoppers like an item.

If you are an ethical company who cares about customer response, you should be able to review items truthfully. Most companies take their knocks, listen and try to improve things. Not Garnet Hill. There wasn't anything abusive in my review. No name calling, no abuse etc. I simply said the fabric was of cheaper quality than it had been, and the elastic on the items I purchases seemed to be flawed and rolling down. Other reviewers sad the same. They would not stay up. This is an $89ish item. You should not put them on and they fall to your feet.

I used to buy the entirety of my and my kids wardrobes shoes and boots from the company and all our bedding and towels. I stopped. Now I just buy the offending item as I don't like any other company's version of pj's as much. If I could stop buying those I would as I don't think customer reviews should be suppressed.

So just realize when reading their product reviews you are only reading the good reviews, not a true sample of customer opinion. They will post your 1 negative review, so it looks like there are differeing viewpoints, but after leaving a negative review, you'll affectively appear to be barred from commenting on any of their products, ever again. So the reviews you are reading are not a true sample. Thus my ratting of two,

I used to do all my shopping with them as the quality of items was excellent and of far superior quality to other online retailers. That is less consistent these day, even prior to the pandemic and now and I note that things are more in the range of lesser companies. The towels will start pilling, the flannel sheets will not be heavenly soft.

I once received a pair of the pj's that had what looked like dark WD40 oil smeared across the top's front side. As I buy these pajamas so frequently I will sometimes not try them on during the return period and they will sit on the laundry room in the plastic bag. So was stuck with that pair as the return period was past. I do believe it was warehouse damage as I had purchased a dress from them, maybe 3 years before that also sported old stains that looked eerily similar. That they took care of and the customer service was amazing, I had bought the item for an event and paid for over night shipping.

I bought a bathing suit top, and the fit was not flattering, so I returned it. I did not realize there is a 7.95 shipping charge to return an item since it wasn't on the return form I filled out. So I paid 7.95 to ship and 7.95 to return the item. I will not be ordering from Garnet Hill again!

The return policy is extremely confusing and although it says returns are $7.95 they charged $40.00. It made no sense even after a supervisor explained. Also after I place an order a few days later they added addition tax. Probably won't order again.

As a long time customer I see a definite decline in service. Unless one pays for expedited service, items may not be acknowledged or received in week so of orer(s) being placed... long after the "expected" date of reciept.

So sad company service in decline; previous owner were much MORE responsive.

I gave this company a chance and I wish I never did. They say that their return exchange policy is easy and is for "anywhere in the U.S." but it's not. I was disappointed with many items. They wouldn't even let me post my reviews on the items!

While I love the cashmere products from Garnet Hill, their shipping charges are ridiculous since you also have to pay for returns. I won't order from them anymore after speaking to two very nasty customer service agents that could not explain to me why my refund amount was different than what I was charged. It's ridiculous that a company that sells shoes charges you when they don't fit. On one order, I had a coupon for free shipping that I couldn't find at the time I placed the order. Within 10 minutes of ordering, I called customer service and was shunted off to India, where I was assured that I would get free shipping. Not only did they not honor my coupon code (which, by the way, they sent to me), when I speak to customer service, they very testily tell me that they don't honor coupons during winter sales. Horrible customer service and I will find my cashmere elsewhere!

I frequently give their wool and cashmere items as gifts.
Recipients are absolutely wild about them.
I will also add that when I do need to make a return, there is
Never a problem.
This winter, I was ripped off on returns by several on-line businesses.
It makes me appreciate Garnet Hill even more.

I ordered a dress, did not fit although lovely fabric and returned it with their label. I reached out to Customer Service after two weeks due to no refund, then three weeks, at which time they mentioned that the same day, they processed my refund. Four weeks have passed since I shipped the item back and still no refund. Will give it another few days and then file a Better Business complaint. I do not plan to do any further business with them. It's unfortunate because their catalogs have some great products.

I accidently ordered an item twice - a gift. Immediately emailed the company to have them cancel one of the orders. Their response was "Your order has been processed, therefore we cannot cancel the items. We apologize for the inconvenience. To return any items from this order, please use the UPS or USPS prepaid return label" Even though the payment didn't process until 2 days later. So now I have to ask the people I ordered the gift to return one. How tacky, I don't think so. I'm annoyed. Won't be buying any of their items again.

I accidentally double ordered an item. I immediately contacted them and they said there was nothing they could do the items already shipped. When in fact the items did not ship for a week after the order(s) were placed. They told me no problem just return it for a full refund. I returned the 2nd order. It has been two weeks since they received it back. I finally received an email from them that they have it. Please expect my refund in 2-3 weeks and they were deducting their shipping cost from the "full" refund. Not even sure what to say but I will not do business with them going forward.

I receive a catalog, order my item, it is no longer available, or if I get my order in it inevitably will go on "back order". Of course due to "chain supply" these days. As far as the clothing I would rate it highly, but can no longer depend of receiving an outfit to wear for a special occasion because of shipping issues.
My last order (gathered knit artist t) was Oct. 8, then back ordered to ship Nov. 29, and now Dec. 10. Canceled!

I don't know where to begin. I discovered that sheets I ordered from Garnet Hill for my daughter's birthday were weirdly shipped not to her home address, which was clearly designated on both the order and the shipment confirmation, but to an Amazon locker she is unable to reach. Why they shipped it to an Amazon locker is baffling. They had my daughter's home address, which is the shipping address.

In my effort to rectify the situation I called what they labeled in my shipment email as the customer service phone number, which is supposed to be open from 8 am to 8 pm. I called around 5 pm. Turns out the phone number is only for sales, not customer service. Customer service closes at 4 pm. The "sales" woman told me that the customer service message at the bottom of my email is two years old! The worst part is the "sales" woman was so unbelievably rude to me that I'm still boiling mad two hours later. I also filed a complaint with the Better Business Bureau in Vermont.

Now one of the gifts my daughter wanted won't arrive for her birthday, which is always a big deal to both of us. All I want now is to have them refund what I paid because I don't want to have anything to do with Garnet Hill anymore.