Flax Linens reviews
This is wonderful to hear, this is reason we do this business. Thank you for the kind words and here is to less work more comfy sleep over the holiday season!
#1 We initially sent the product you ordered via UPS, we sent you a tracking notification, and there was a proof of delivery in Los Angeles, to the shipping address you provided us. You obviously did not receive the product and we never disputed your claim that you did not receive the package. Perhaps the lost package was due to an issue with the courier or the item was stolen after it was delivered, unfortunately this kind of thing happens. If 100% of all packages arrives without issues we would not need tracking numbers, but this of course is not the case. While these are not mistakes we made in the delivery of your package, it is our responsibility to make sure the item you ordered arrives to you. If it does not, we must either re-send the item or refund the order. We do understand our obligations to you with regards to Shipping & Delivery.
#2 When we found out that you did not receive the item you ordered via your review on this site (not the BBB) we immediately responded and emailed you to rectify the issue. In that email we asked whether you wanted us to re-send the item at our cost or whether you wanted a refund. You asked for a refund and we refunded you in full immediately, on the same day you requested a refund. We do understand our obligations to you with regards to Customer Service.
I must state, it was always our intention for our customers to receive the item they order. As connoisseurs of natural linen bedding ourselves, we cannot wait for our customers to receive the naturally made bedding products we sell. When they are happy with what they receive, nothing gives us greater joy. We sleep on this bedding ourselves so we know how much of a game changer it can be to get a new set of quality linen sheets
You are free to write whatever you choose about your experience and at no point in time did we bully you to remove your review. You actually volunteered to remove your review yourself in your email response but instead chose to reiterate your negative thoughts towards our company with a second review after we had already refunded you and had offered we to re-send the item at our cost. That's OK, reviews (positive ones and negative ones) are part of running a legitimate online business and at the end of the day we must live by our actions, not by others words. In your case, our actions were exactly what you had requested of us. There is absolutely no fraud that took place on our part, there was no mal-intent and we did our best to resolve the matter to your satisfaction. At the end of the day, you asked for a full refund and you received it on the same day you requested it. Had you asked for a new item to be sent out to replace the one that we already had sent, we would have done that. We have not wronged you in any way but you continue to speak negatively about our company, again that is your choice. We are obliged to respond to your misclaims of fraud, we have a duty to our brand and we will maintain our dignity, something which is often lacking in the world we live in.
To clarify further, we did not have any interaction with the Better Business Bureau, who it should be noted is a privately run "not for profit" organization. Wikipedia and states that they generated $215 Million Dollars last year with only $20 Million in expenses and they also happen NOT be affiliated with any government organizations and hold no authority over businesses. Their charity "BBB Wise Giving Alliance" is actually 'unrated' status on Charity Navigator. On a somewhat humorous note, the BBB was profiled in the LA Times and other news organizations after giving the terror group 'Hamas' and A- rating which is laughable if it weren't kind of scary. We choose not to pay them for a ratings. Sitejabber on the other hand was started by the National Science Foundation so we find them to be a tad more credible, although we do not pay this site neither. We have a policy not to pay for ratings, we view reviews to be an organic metric. When we saw your review on here we immediately emailed you to resolve the issue. We did not do it through a third party website, we emailed you directly. You are our customer, and we are here to resolve the issue with you directly, you will note the timestamp on the reply to your review and the timestamp on your email. We responded respectfully and quickly with an options that would resolve the issue, not because the BBB asked us to, because you asked us to.
We have done everything we can to be responsive and resolve the matter, and we have refunded you for your order and we will deal with UPS Insurance separately so I am not sure why you have insisted on continued to reiterate negativity toward our company. We work hard everyday to appease our customers and do our best which is why I have taken the time to write this response on a Sunday. If you think the courier losing your order and us giving you a refund deserves 2x 1 star reviews then that is your choice to make.
Also it is important to note that 100% of people that are upset with a company write reviews with the motivation to solve an issue whereas only 1-2% of the people that are satisfied and like a product or brand write a positive review. It is incorrect to assume and deduce that 25% of all our customers have the same issues that you have stated with shipping and customer service, both of which we understand our obligation as stated above. As a Direct to Consumer Brand, we often see negative reviews as a signal to resolve any outstanding issues in a positive manner and fix operational issues. The amount of happy customers we have significantly outweighs the number of upset ones. Of course, sometimes we do make mistakes (who doesn't make mistakes right?) we use the opportunity to resolve, learn and get better. When we resolve an issue, generally as human beings we turn negative feelings into positive ones. I am truly sorry we were unable to do that in this instance.
For anyone reading this, the review directly below and above is from the same customer, who we expediently responded to when she had an issue with our company, they are not 2 seperate incidence.
The sheets don't fit my duvet cover and it constantly falls into a clump. I hate everything about the sheets and I stress that it was so expensive.
I was afraid to initiate a return due to the crap experience I went through, reading through similar comments heightened my fear that I would be ripped off. Which essentially I was.
I'm thoughouly upset and don't recommend.
I no longer have the set on my bed, total waste of money =( the company couldn't care less.
Tip for consumers: buy the sheet set as a bundle, what a great value
Tip for consumers: if you need custom sizes, use their handy form that is accessible on top menu or just google flaxlinens custom bedding
Tip for consumers: The items online looked promising, but for me it was all promise and no delivery. Order at your own risk.
I have been buying sheets online for the past couple of years so I am always on the lookout for brands. I read about Flax Linens on a reddit board and decided to try them out. I have been sleeping on percale cotton but I must say Linen made from Flax seems like a much better buy then my sheets from Brooklinen
But the real saga began when the second package (the more expensive duvet cover set) failed to arrive by the date stated in the tracking page. In fact, to this day the tracking page, which is just a page on the website where you enter the order number (no actual tracking number from a third party shipper) STILL says it's on its way and due to arrive by Feb 13 (it's now March 3rd). When I first realized the tracking page wasn't updating, I tried emailing the company, but got no response. I then tried calling every day for a week, and each time I was given the run-around. Every customer service agent I spoke to did the following:
1) look up the "tracking information" using the same page I did, and confirmed that they saw the same out of date message that I did, and
2) promised to leave a message for one of their "specialists" or "someone in shipping", who would call me back (needless to say, I've never gotten a call back to this day).
After leaving at least 4 "messages" for the "specialists", including a couple which were marked "urgent," and receiving no calls back for days, and after I'd found this site and read all the negative reviews from people who had had this same experience and in some cases never got their products, I finally told a rep that I wanted to cancel my order and get a refund. I was told that they didn't have the power to do that, but that she would leave a message for a specialist who could do a return for me and they would call me back! I asked to speak to her supervisor, and the supervisor told me the exact same thing.
I pointed out to the supervisor that as "customer service reps" they seemed unable to do any of the things that one would expect from a customer service rep, namely, tracking down a lost package, issuing refunds, offering any information that I couldn't already access on my own, or solving any customer issues of any kind. All they seemed able to do was to leave messages for actual customer service reps who never actually called back. I said that selling a product and charging me for it, and then never delivering it, and being unable to account for the missing item, to tell me where it is or even access someone who could, or to issue a refund for something that is clearly their mistake, is essentially fraud, and that if she couldn't get me my money back or put me in touch with someone who could, I was going to talk to my bank about reversing the charges on account of a merchant dispute. The supervisor said that she would include all this in her message to the specialist who would call me back.
It would be hilarious, if I wasn't out $200 waiting for this sheet set that I'll probably never get, and which may not even be what it claimed to be on the website. These are some sketchy business practices. Yes, there is a real product that sometimes gets made and delivered, and maybe it even is what they claims it is. But the complete lack of accountability along the supply chain, the outsourced customer service line (one rep answered the phone "Flax Line-ins" - clearly not an employee of the actual company) that is clearly designed to keep people in limbo when they have a problem instead of actually trying to solve their problems, the total opacity of the way the company is run, and the apparent disregard for preserving their reputation by writing off anyone who has a bad experience with them, all suggests that this company is engaged in some underhanded business practices. I have already submitted the request to my bank to reverse the charges but I don't know if they are actually capable of taking back the money FlaxLinens already took from me. Sure, I'll probably get a refund from Mastercard, but FlaxLinens still got away with ripping off another customer, which frustrates me to no end. Don't be a sucker like me - avoid this company at all costs!
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i contacted them through their online form and got an answer back within 4 hours
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