Garnet Hill

Customer Support for Garnet Hill is terrible. You ask a question they don't know or care. Sham? Don't know. Pillow cover? Duh! Just a waste of precious time

Similar to other reviews...GH has demonstrated poor customer services and EXCHANGE policy. Bought a coat, exchanged a coat, GH canceled the exchange and shorted me 18.18 on my refund.stating they do not refund freight charges.
I had very high regards of you since the 90s...I wont shop with you anymore.
Poor customer service and business.

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 =)

I received a defective tankini top and tried to contact Garnet Hill for resolution. I emailed customer service twice and called several times, never with an answer or the ability to leave a message. I filed a complaint with PayPal and that finally got movement from Garnet Hill. They sent a paper check by mail claiming an issue with their billing system. I received it today and it is an incorrect amount. I need to contact them again for resolution but I know neither email nor phone call is effective. Defective product, difficulty with communication, incorrect refund - one star maximum.

Garnet Hill used to be my 'go-to' for gifts, clothes, bags, etc. Not sure what has happened, but quality has gone down. Shipping is outrageous. Their ordering system is outdated. Ordered a bag and an inexpensive shirt to get free shipping (over $100). Didn't want the shirt, but made sense given their shipping costs are high. THREE days later, I was informed bags were out of stock. So, it took 3 days for their system to catch up. So I called them and told them to cancel the entire order and was informed that it was cancelled. Now 6 days later, I get a tracking number for the shirt only. Ugh. They need to reevaluate and update their ordering system, their customer services, and their over-priced merchandise. NO MORE GARNET HILL FOR ME. Now I order directly from the source and it's usually less expensive!

I have experienced this several times with Garnet Hill... you make a purchase but have to return it. Even if you return it to UPS that very day, you won't see your money credited back for at least 2 to 3 weeks, nor will you be notified of the status of the order. It cannot be found on the website. Also, their shipping is too high, especially for returns unless it is an exchange. I'm going to avoid dealing with Garner Hill from now on.

I love the Cottswald bed I got. I had to speak with customer service a couple times, and was given the private number of one of the representatives. I felt very well taken care of!

I have used GH many times but will most likely not use again. Using their shipping labels i returned a dress x2 for sizing reasons. I didnt get a tracking number. After 6 weeks of waiting for a refund ive been told it just never arrived. I suggested since it was same dress twice returned that maybe it was processed as one, even though it was 2 weeks apart. No refund. No apparent concern on their part. Basically told that i am out of luck and out $100. Won't make this mistake again!

My first time ordering from Garnet Hill but never again. My items arrived in a timely manner but wanted to exchange a blouse for a smaller size. I used the return label provided and was not supposed to be charged for shipping because it was an exchange. I received email saying my return was received and I would receive a refund to my card of 22.06 when the item cost 29.95. I tried repeatedly to call, email, send chat and nothing electronic went through and phone always busy. I wanted to know why I could not exchange the item. Yesterday I got another email saying they were having issues and I would be sent a check. Similar story to others on this page. I did get their attention when I included this message in the review of the blouse. They actually responded and said my review was not appropriate for posting. Others might want to try this to make some noise. If I do not get my full refund soon I am reporting them to Better Business Bureau. It works! As others have said, I wished I had reviewed this company before my purchase. Very useful site.

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!

What the hell, Garnet Hill? I have been shopping with you since the mid 90's and have never been treated so shabbily. I ordered a set of double bed sheets and two pillowcases (as noted on the invoice). I received one flat double bed sheet and two fitted double bed sheets. My company will arrive within hours and when the bed was made, YOUR error came to light. Your Customer Service offered to let me "reorder on a two-day delivery basis." So, the requested set will be at least a day too late and it will cost at least $8.00 to return the wrong sheet AND God knows how many other fees etc. will be tacked on in the meantime. I am bitterly disappointed in you, Garnet Hill. You used to be a quality operation.

I recently placed an order online with Garnet Hill. While they processed my payment immediately, it's been almost a week since the order was processed and nothing has shipped yet the order states the product is "in stock and reserved". When I call their 800# for customer service it goes to an outside agency and they cannot view or track any orders. They are just taking messages. Very frustrating!

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.

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.

Wow! I give this company zero stars. Customer Service is basically a JOKE and non- existent! If you get what you want and like it no problem but if you need to return something for any particular reason. Well good luck with that. There is absolutely no communication with this company at all. I returned two dresses and almost 2 weeks later, I have heard nothing from the company and no credit yet. After trying two weeks to finally reach someone at customer service, the phone rings and rings and rings. And then you are on hold forever. Neither customer service associate could even answer any of my questions, I heard excuses that the system was down and they just don't have that information on them and there's no one that can answer my questions. Poor poor excuses! I finally got someone today that did admit they got the dresses and that an invoice was made for my credit although I have not seen it yet, I will wait the 5 to 7 business days and call back if I don't see it. I will never order from this company again! Please please think about it before you make the same mistake!

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.

I ordered a sweater I needed for a special event with plenty of time for delivery. IT NEVER CAME. This company does not take customer service or satisfaction seriously. Order from somewhere else.

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 ordered a sweater on April 23rd, 2023. It was on sale and after placing the order I found out it was on backorder to arrive in early July. It is now July 26th. I have no sweater. I cannot get into my online account. I placed several phone calls that went unanswered; during 2 calls I did speak with Customer service and I was told my sweater was on backorder till March of 2024. I never received any confirmation follow-up or emails. I cannot get anyone to call me back. This 'System Maninenance' problem has been ongoing for over 3 months and I still have no answers.

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!

GH knows they have problems with merchandise and shipping and continues to ignore the problem. When purchasing an item the site said the item would be shipped on June 16. However, after paying etc, the confirmation said it would not even ship until July 8! Speaking to customer service confirmed this is a recurring issue they choose to ignore. In this day and age, transparency and the willingness to work with customers should be a foundational pillar for a company. Not here! Give us your money and we don't care if you are satisfied.

After ordering an outfit 1/3 of which was out of stock on 4/12, I had to return the 2 items that arrived as an exchange. I never received a notification that they were received. After 2 events passed that I would have liked to have worn the outfit to, I called on 5/2/23, only to find out that my order had been received but they were not doing anything to replace what I asked for. The snippy customer service rep told me I would get a check, not a credit & 2 shipping charges would be deducted totaling $27.80 FOR NOTHING received. I wish I had read these reviews, which they obviously don't, because they have done nothing to remedy the situation despite management being in charge for quite some time. I won't be surprised when I hear they are bankrupt. I don't even want to give them one star but its the only way to end this misery.

I tried to post this review on their site and they would not let me … I purchased "Garnet Hill Essential Down Blanket and Throw". The title tells you that you are purchasing two blankets - the size you chose and a matching throw. The order confirmation shows two blankets - one larger and one smaller. For the price, I thought it was a good value. I only received one blanket - the larger one. Customer service says that the title means there is available various sized blankets and a throw size. They also say that the picture with order confirmation is just a stock photo. They refunded my shipping charge -big deal. I gave it as a gift and now I can't take it back. Never will order anything from them again.