The Vermont Flannel Co. — Local services in Woodstock

Update 2/28/2022: After leaving my review The Vermont Flannel Company reached out by replying on Google and by email. I'm guessing the issues I had below were a mix of who I was emailing with before and a missing link in the messaging feature. This time an extremely professional Emily reached out and explained how sorry they were for the communication issues and promised to make some changes so it doesn't happen again. She also very worked with me through a series of emails to get my shirt issue sorted out with a generous gift. After such a fast response, now great customer service and literally the nicest flannel I've ever had, I'm easily at 5 stars. I cannot wait to order more and hope my future experiences with them continue to be very positive.

The two stars given are for the amazing quality. The 3 missing are for the customer service.... I placed my first order and immediately noticed I ordered the incorrect size. I used the websites message feature on the order page to send a message within a minute of the order. The next day I called to see if they could correct my mistake before shipping. They all but accused me of lying about sending the message because they couldn't see it on their end. Turns out, they check emails but have no idea where their own messages go. I took a screenshot of my message and emailed it to them. They responded saying there is nothing they can do. I then emailed multiple times asking how to return the shirt. Never a single response. Probably because they expect you to pay return shipping no matter the reason for return, as clearly indicated on the form that comes with the shirt. This seems absolutely asinine for any online clothing but especially a higher end clothing company. I was very excited about ordering a lot of winter and summer clothes from them but unfortunately this put a terrible taste in my mouth. Terrible that a non USA made company would have handled this...

Review for their mail order operation: I found it to be very difficult to communicate with them and like pulling teeth to get responses and information.

I ordered a flannel shirt to be shipped. They used USPS, who mishandled/misdelivered/lost or stole my package. I contacted Vermont Flannel Co to ask what my next steps were, and it took 2 emails over 3 days to get a response. They asked me to do all the legwork of finding out what the post office did with my package, and offered to send a replacement shirt if I could prove that the USPS lost the package. Of course, the local post office claims they delivered it correctly.

I emailed again with this information and asking for a shipping receipt or proof of shipping insurance so I could find a claim with the USPS, and got no response again, for days. I sent another follow up asking for a response and still got nothing, so I was forced to file a dispute with my credit card company. I hate doing that because I know that almost always ends in a chargeback for the merchant, but I gave them quite a few opportunities to make this situation right.

I don't believe it's the customer's responsibility to spend hours trying to resolve shipping issues (meanwhile this company has my money) when USPS and other companies seem to expect claims to be filed by the shipper, not...

Update 10/9/24: Heard back from their customer service and it was a smooth process. Thank you! I received another replacement flanny pack. Praying that this one can hold up without the strap ripping immediately. 🤞

Update 9/19/24: The replacement flannel broke at the same spot with only one use again. I'm not sure if I'm getting defective flanny packs or they are simply not designed for casual use. Very disappointed in the quality of the product. I've sent an email to their customer service team yet again and have not gotten a response. It's been a week since.

Hands down excellent customer service. I got a flanny pack from here that was defective months ago but haven't had the time to submit a ticket. Fast-forward months later, I submitted an email and it was immediately replaced. I would be happy to come back knowing that they care for their customers and...