Garnet Hill
Reviews and Complaints

As I delve into the reviews of Garnet Hill, I find a mix of experiences shared by customers. While some praise the quality of the products and efficient service, others express frustration with issues like high return fees and poor customer service. It seems that the company's offerings have garnered both loyal fans and disappointed customers. As you consider shopping at Garnet Hill, it may be wise to weigh these varied perspectives to make an informed decision.

I've recently purchased a sweater, dresses, earings and shorts. All are beautiful and feminine. Love all of my buys.

I've found their products--shoes, bedding, etc. to be very good. I've never had a problem with an order, ever. I've returned items without hassle or problems. Wildly surprised by the miserable reviews here.

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.

Garnet Hill has really lovely bedding. I especially like their percale. They have great "Sale of the Day" specials. I've had two duvets from them, one if which lasted nearly fifteen years. Their cashmere is nice and their cotton tees are also great. Wish they carried Talls--woukd buy way more if they did.

Come on! Expect some delays in shipping due to Covid-this isn't Amazon. This is a high-end store with high-end merchandise. I ordered a cashmere sweater, received within 10 days and love it!
To most of the negative reviewers, order your merchandise from the low-quality, made in China merchandise sold on Amazon. Oh, that's right-Amazon is shutting some of those down...

Nice looking stuff but that's just to lure you in... liars are selling out of stock goods then putting authorized holds on credit cards so you can't cancel order despite no shipping estimates after 2 weeks of purchase (items were advertised as in stock) Beware of these hucksters. They don't have my order in stock they can't tell me when it will be in for shipping and when I cancel my order they won't give me a cancellation number they just give me a person's name because they say that they don't use cancellation numbers I have been trying for 12 days now to cancel a $350 order of bedding that they have charged me 4 and have yet to ship Despite their Website saying they do not charge your card until they ship. What day do do is place a hold authorization on your card for the full amount of the order So that they can still ship pieces of the order in drips and drabs after 30 days. Customer service can tell me nothing about my order they can only take orders. Customer service can't give me an estimated shipping date despite product being listed as in stock on the catalogue. All communications with representatives only yield 1st names so when you call back To tell them about a cancellation and say Kristen cancelled the order, you are Politely told there is no Christian that works there By that name. Is it any wonder Set they have 1.2 star Google review and a failing rating with the Better Business Bureau... All my emails requesting cancellations go unanswered As do any queries as to when the product will be in stock

I have always loved Garnet Hill, and have bought numerous items over the years. For Mothers Day- I asked that my children buy me a pair of shoes. When the shoes arrived- I did not really like them, so I returned them. I called Garnet Hill, I was instructed to fill out the paperwork and put it in the box along w/ the shoes so that I could exhange the shoes for 2 shirts. Which I did- 30 days went by, so I called Garnet Hill, the wait times are now very long, the customer service is pretty bad. After wasting hours on the phone, phone calls being dropped, being place on hold and the agent never coming back on the phone, I finally got a supervisor- who apologized. The issue became my children used a coupon for the purchase, and I received another coupon for the order when it came, so I tried to use the coupon for my replacement shirts. This business acted like this situation has never occurred before, hence the time it took to resolve this issue. The supervisor told me they would do an even exchange and send me the shirts. Even though the shoes were more money than the 2 shirts. But I was beaten down and just wanted my clothing. That was 2 weeks ago, I asked the supervisor to send me the shirts express, he did not seem to feel hours on the phone and the mistake on the part of his company warranted such a gesture. So today I called the customer service number, I was on hold for 1 hour, nobody ever picked up. I called the number on the catalogue, I guess that is the number to call. Somebody did pick up and informed me the items were never sent and that I should call back on Monday. I think I am down buying anything else from Garnet Hill, how do they thing they are going to stay in business w/ such horrific customer service?

I placed an order on November 7th and have waited patiently for the order to arrive only to get an email today, December 8th, that caused me to scratch my head. The email reads "Thank you for your recent order. We are sorry that you needed to return the item. The following credit has been applied to your order. If the credit is for a returned item, it is detailed below. If you have ordered exchange items, these will be shipped as soon as they are available. Please allow 3-5 business days for your credit card company to process your credit."

I immediately called them to find out what the heck this email was about since I'd never even received the item, much less wanted to return it. The woman I spoke with tells me that the order was basically canceled because they didn't have a street name for the shipping address. This baffles me since I created an account through their website, where my street address is clearly listed, and if by chance I didn't put the name of my street in the address field (possible I guess), why would it take one month to hear anything from the company?

Well, after speaking with a completely clueless supervisor, I find out that my order was shipped out (despite not having a street name?) and then returned to sender because... yep, no street name. So what does the company do? They take my order and basically sell it to someone else. By the time I get an email about how sorry they are that I "needed to return the item," and subsequently call to find out what's going on, they are sold out of the item and I'm SOL. Awesome. Good job guys. I don't feel like I can shop at a place that I can't trust to do right by their customers. They had all of my info through my account, they had an email address... c'mon guys!

Trying to cancel order since 12/27 I placed an order on 12/27 order XXXXXXXX. I have emailed and called customer service twice immediately to cancel order. Seems they can only email someone to request cancellation. I have not heard back from anyone. I am getting concerned after reading bad customer complaints with similar issues that this company's customer service is horrible.

I ordered three blankets from this company. One was defective and began shedding fibers immediately. They want me to pay to return it. I ordered three blankets from this company under order number XXXXXXXX. One of the blankets was defective and shed tiny synthetic fibers all over my house. When I contacted the company to return the product, I was told that I would have to pay to return it.

Garnet Hill has been sending unsolicited mail to my address after repeated requests to be removed from the mailing list. I have contacted Garnet Hill repeatedly throughout the last year with requests to have my address removed from their mailing list. I have received no response from them, and continue to receive their catalogs at my address. The original subscriber no longer lives here, and my family and I do not want these catalogs. The original subscriber is *** and the address is XXXX XXth *** XXXXX. The customer number is XXXXXXXX.

I dispute $19.95 for shipping when I had a coupon #XXXXXXXXX for free shipping on my order #XXXXXXXX. Vendor won't respond. I ordered $475.00 worth of products from the Garnet Hill catelogue online. I was charged $19.95 for what should have been free shipping. The vendor refuses to credit me the shipping charge, refuses to respond to my inquiries, and will not resolve the incorrect charge. Coupon for free shipping (coupon #XXXXXXXXX) was not applied to my order #XXXXXXXX. I should not have been billed for shipping because I have the discount number. Once Garnet Hill made the incorrect charge, they now refuse to respond to me and refuse to credit my PayPal account the $19.95.

This is regarding a partial refund on a damaged product Garnet Hill sent me. They have refused to issue a full refund (I want shipping back). Problem Date: 2/9 Date purchased: 1/21 Order #: XXXXXXXX Item #: Item #48510 (pillowcases) $39.00 Order total: $49.77 Payed by PayPal I was sent a damaged itemit looked as if it had been damaged in the factory, an extremely deep score in an odd shape on the back of the package. I documented all of this and contacted customer service and was told to send the item back, which I did along with a note explaining the situation and photos of the packaging it had arrived in. I was issued a refund for the cost of the product but not the shipping.

I ordered two sets of linen sheets from Garnet Hill which developed large holes after only 2-3 washings in the delicate cycle. I ordered two sets of linen sheets, both fitted and flat, along with two pillow cases in Relaxed Linen, size King, ITEM #XXXXX. After only 2-3 washings per set in delicate cycle with a light tumble dry on low, per the washing Photoinstructions, the sheets developed large holes in them. They are threadbare and of poor quality. Garnet Hill advertises its products as lasting many years, even a lifetime, and states its linen sheets only get softer and "better" after each washing. The sheets they sent me do not fit that guarantee at all. I tried to contact Garnet Hill multiple times, both by phone and email and received no response until I was able to speak to a customer service representative on their 1-800 line at approximately 7:50pm Thursday, June 18, who said customer service cannot assist via phone, only email, but that someone from Garnet Hill customer service would be reaching out to me via email with a return label for an exchange or refund by June 22. It is now June 23rd and still no reply. I would like a refund or replacement that is of the quality advertised.

Malfunctioning website, inaccurate information and refusal to cancel order. I attempted to make a purchase on Garnet Hill's website on December 7. It was a Christmas gift for a disabled relative. I filled in everything and hit the "complete purchase" button and was told that my session had "timed out." I immediately called Garnet Hill (4:38 PM) to ask if they could verify the purchase. They were unable to do so because their Customer Service department was closed. I was also informed that the item may not arrive until after Christmas, even though the website indicated it would arrive before Christmas. I asked that the order be cancelled, and they said they would send a note to Customer Service. After I got off the phone, I promptly purchased a different Christmas gift for my relative from another online store. At 5:17 PM, a half an hour after my call to Garnet Hill, I received an email from them indicating the transaction was completed (even though I got a timed-out message from the website, and the person I spoke with could not verify that a transaction was completed). I sent a number of emails to Garnet Hill Customer Service department the following day. They refused to cancel the order. Then they told me the gift would arrive before Christmas and it could be returned. I explained that the recipient was disabled, lived alone and could not manage returning it. I attempted to complete the transaction in good faith and cancel it immediately. Now, I have been forced to purchase two gifts because: 1. Garnet HIll's website malfunctioned, 2. Poor communication between Garnet Hill phone operators and their Customer Service department, and 3. An oblivious Garnet Hill Customer Service Department, insensitive to the needs of the disabled. Despite my efforts to cancel this item, it was sent anyway.