Shopping online for sheets, I saw a quilt I liked on sale, and bought it along with the sheets -- in May. I just began using the quilt with the onset of cool weather, and one day decided to wash it.
I followed washing instructions. But the quilt unraveled in several places.
So, I emailed the company seeking an exchange, but was stonewalled by the reply from customer service, saying they only accept returns within 90 days. Of course, I hadn't used the quilt during the summer, and had no idea about a 90 day return policy.
But I don't see it as a return issue but as a warranty and quality issue. So I hoped, trying again, to get a different response. A defective product is not the same as "I changed my mind" or "I don't like the color." It's a defective product. A brand new quilt -- no matter how long it has been on a shelf -- should NOT unravel after ONE wash! - and if it does, it is not a quality product.
So I emailed again, but got the same stonewall. "Thank you for your inquiry. Your order is now beyond our 90 day return policy so we are not able to accept returns or exchanges after this time. If the quilt is returned to us, it will be mailed back to you. You can review our complete return policy any time online http://www.thecompanystore.com/Delivery-and-Returns/service-faqs-delivery-returns,default,pg.html. If you have any further questions, please do not hesitate to contact us."
So I called. I was met with the same wall. I asked to speak with someone who could review the problem and make a decision based in something other than "90 day return policy." The woman assured me, "You can speak with my supervisor but she's going to tell you the same thing."
Sure enough, I got the same results, EVEN when I explained that I had previously had no cause to investigate their return policy, that the quilt had only just been used, and emphasized that I have been a repeat customer for over 20 years. The only thing she offered to do was credit the cost of shipping.
Company Store / Hanover Direct policy is this: THEY DO NOT STAND BEHIND THE QUALITY OF THE PRODUCTS THEY SELL. And, they do not care about repeat business.
SO WATCH OUT! After ordering from them since the late 80's / early 90's, I WILL NEVER ORDER FROM THE COMPANY STORE AGAIN, and, now you have warning, I suggest you may want to beware this company, too.