Garnet Hill Reviews 1,501

Negative experience. Will not order from here again.

1. No shipping communications. Placed an order and never received an update on shipping; when looking at the website, it showed that 1 of my 4 items had shipped. Never received notice that order was out for delivery until the first portion of the order showed up at my door a week later.

2. One portion of my order arrived a week after ordering. However, the order contained the wrong items. Instead of a black skirt, I received a black dress.

3. At this point, half of my order was still not shipped a week later and I had an impending trip. I wanted to return one item that did not fit and the black dress received in error and cancel the remaining portion of the order. This could not be done over the live chat and required waiting on hold with customer service.

4. Shocker, customer service was experiencing a high call volume and is only open 8 to 5. Guess, I'll now have to carve out 30 minutes to wait on hold to try and resolve this.

Truly horrendous customer service. I ordered two items. Decided after they arrived that I needed a different size. Initiated an exchange online and sent them back. One full week after UPS tracking reported that the items had arrived at Garnet Hill's warehouse, I had heard nothing and could find no update to my order through the website.

When I called customer service, the agent (C) basically said, "Yeah. It could be another week before anyone at the warehouse gets around to processing your package. If you wanted it done 'fast,' you should have done it as a return and ordered the different size as a new order." I believe this technique is called blaming the victim. I asked, "How would I have known to do that? Do you state somewhere on your website that items sent back for exchange might just loll around your warehouse for weeks on end, so the exchange process should be avoided?" "No, of course not," she replied. Very helpful.

After considering my options, I called again and spoke to another customer service agent (M) who also ended up passing the buck back to me. I asked if we could cancel the exchange and order the new size over the phone. Sure, she said, then revealed that the new size (which was available when I first initiated the exchange) is now on backorder. I can only assume that it sold out during the week that my items were lolling around the warehouse. M said it wasn't Garnet Hill's fault if they had too many packages at the warehouse to process them in a timely fashion. I should have known that if I had wanted my items shipped "fast," I needed to handle the exchange differently. (M also noted that she has worked at Garnet Hill for more than 30 years, so her "blame the victim" approach can't be attributed to inexperience. This is clearly a company policy.)

At this point, it's looking like it will be two months from the date of my original order before I get the items in the size I need. Anything quicker than that is, according to Garnet Hill's definition, "fast." A good word to describe how I will be running away from this horrible company.

Although I might apply for a job working in their warehouse. It sounds very relaxing!

Customer service is terrible. The reps online and by email expect the customer to do all the work. They are not adequately prepared to discuss the problem and don't understand when you explain. Also, even with a large order they charge shipping. No other retailers do that. Most offer free shipping even under $100.

UPDATE I left a message on chat about my complaint and received a call from a very nice girl who sai they would refund the shipping charge and they did. I'm happy about that because I loved the sweater I bought, my first purchase on their site, so I will probably be buying more items. They really have beautiful clothes.

I just recently received your catalog. I have been a customer for years. Your prices have increased again. First we lose personal customer service & now have to pay more. I’m extremely disappointed. There is no explanation except greed & opportunity, since you fail to explain. I will no longer be a faithful customer as you have decided to
make it impossible for me. So goes the American way. So sad. Don’t bother to respond since you are a computer.

The customer service is great. I had cancelled an item on the phone, but it was shipped out anyway (a month or two later), and they are going to refund my shipping and waive my return shipping fee. And their return labels make it super easy. Their website is not great, and I fine a lot of their items are back-ordered and take some time to ship out, but I love the quality of their stuff, so that plus the customer service makes it all worth it.

I would order more from them but really - 14.95 to ship a thin little rash guard they could put in a little envelope?
I think this will be the end for them - there are so many other places to shop....

I've been shopping at Garnet Hill for years.

My latest purchase, a Bath Mat with memory foam, is terrific. Sourced from Portugal, the mat cover itself is thick and plush; the memory foam makes it better.

I also love their Hable holiday decor collection. The door mats and stockings are especially festive.

We ordered a luxury king size sheet set for our bed for over $260, which lasted just over a year before falling apart.

Garnet Hill's response is they offer a 1 year warranty and since we are beyond 1 year from the purchase date, they will not do anything to resolve the issue.

A "luxury" sheet set should last way longer than 1 year. The fact that Garnet Hill does not warranty their products for longer than 1 year, tells you everything you need to know; Garnet Hill's products are designed to last for a limited time in order to get you to buy more products. There is a definition for this practice called "planned obsolescence"; the entire point is to generate more sales by selling products that will break sooner than expected.

The fabric feels great and is supposed to get softer with every wash. A little over a year and my Relaxed Linen Solid Sheets has already ripped and it's too late to do anything about it.

I recieved my order in timely fashion but it reeked of tide detergent! A scent i hate . Sent them a message and they referred me to customer service ! I will be awaiting my exchange hoping it doesnt stink of tide. I did have to supply credit card info for exchange until they get original dress back ! I hope it all works out !

Fabric change issue - I've been buying the Organic Cotton Asian Wrap PJs for years. Just reordered the exact same color but the fabric is really different. I'm not sure it is even cotton as it feels like thin nylon. There are other reviewers who write the same thing. I reached out to the company and no explanation.

I ORDERED GARNET HILL THIS CHRISTMAS. IT IS THE WORSE QUALITY CLOTHING I HAVE EVER GOTTEN IN MY LIFE. DONT BUY THEY LOOK WONDERFUL IN CATALOG BUT NOYHING LIKE WHEN YOU RECEIVE. GARNET HILL IS SIMPLY A TERRIBLE COMPANY PEOPLE OFF. I RETURNED MY CLOTHES BUT HAVE NEVER GOTTEN MY CREDIT FOR OVER $1000.00

I ordered a flannel sheet set, and the flat sheet arrived torn along the fold. Customer service was impolite and snarky. It was like they were glad to give me the bad news that I had to PAY to receive a replacement sheet, and then had to send the defective sheet back in order to receive a refund. I’ve been a loyal customer of theirs for 20 years, but this had no bearing on the fact that they don’t trust me about the torn sheet. I even offered to send a photo instead of sending the sheet back to show them how the sheet arrived. No dice. This is the worst customer service I’ve been subjected to in years. Needless to say, despite how much I have loved their products, I will not be a customer of theirs anymore. Ever.

Wrote to complain about fabric failure on two tanks…. No response. I will not purchase anything from them again with this lack of service!

Would give zero stars if could. Linen dress arrived with the two pockets sewn in backwards, which bunches up the hip. Furthermore, fabric color arrived looking worn already pilling. When I went to process the return, said garment is not returnable, when it doesn't say that on the garment page at all! False advertising. Of course, the review I wrote is not on their website. Will NEVER order from them again.

I ordered two dresses and returned both of them. I had free shipping on this order and I understood that when I returned them by mail that there would be a 8.95 postage return fee. When I got my refund, they had deducted approximately $28 to return the two dresses. The answer I received from customer service didn’t really make much sense to me. I’m assuming what they meant was they charged me the 8.95 plus their original shipping fees since I was given free shipping on this order. I recently returned another item to them, which I have not received confirmation that they’ve given me a refund on, but I assume that they will do the same thing on this order. I will not be ordering from them anymore. Their return fees are too expensive and not explained in their website.

I ordered a sheet set. At no time was I told that any item was "back ordered". Three of four pieces were sent and billed. I complained, and was told the items "may" be available "on or after May 30th"--This would be TWO months after I ordered. I am returning the useless pillowcases and fitted sheet, and will never shop with them again. I wasted a lot of time on this.

The shipping costs are really bad. When you pay it and order often there is a free shipping coupon in the shipping box you receive. I intended to use it on an order but for some reason the order did not finish and when I called it was told coupon expired. It had not been that long. As I said shipping is not $4.95 here it is expensive and goes up with size of order (odd). I the "customer service" person was basically of the opinion nothing they can do ..too bad. I will not be ordering from this customer unfriendly online store again. It seems they are not the only one with this item.

I tried to place an order today but the website would not accept the 15% off code. When I called customer service, the recording said they were very busy and to call back later and then hung up on me. When I called back later, I was told that customer service leaves at 5 and they could not help me with this problem. I was planning on spending a lot of money for my order, but now they will never see it because that is the worst customer service I have ever seen.

I Ordered a shower curtain that looked beautiful in the photo but was the most flimsy material. It was thinner than a sheet and see through. It was quite expensive and couldn’t believe how bad the quality was. The shipping charges are ridiculous if you need to return an item. You get deducted twice for shipping. Unfortunately, this company is very expensive and products don’t match their pricing.