Menu
Login
In February of 2024 I purchased the Agnes Quilt. After washing it the material felt rough, but I decided to keep it to see if it would soften after time and washing. It didn't. I have another Garnet Hill quilt that's incredibly soft so I knew this was not normal. On 1/6/25 I had a live chat with a customer service representative. I told her I wanted to return the quilt as the material was not soft and she said the company has a 90 day return policy. I reminded her that Garnet Hill says on their website they will return a product for up to a year if it's defective. She then advised me to call customer service and speak to a supervisor. I called and explained the situation to a supervisor, stating that I would accept store credit or an exchange if she could not give me a refund. The supervisor then said that since the product is not "defective" she could not do a return. I was surprised by this, as in my opinion, if the customer says the material is too rough, then the customer should be believed and given the benefit of the doubt.
Desired outcome: Please return for refund or store credit
Confidential Information Hidden: This section contains confidential information visible to verified Garnet Hill representatives only. If you are affiliated with Garnet Hill, please claim your business to access these details.
Re-dial, ask to speak with a higher supervisor or management. Highlight the policy of Garnet Hill regarding faulty products and claim that its roughness makes the quilt qualify as such.