• Flax Linens

Flax Linens

Overview

Flax Linens has a rating of 3.25 stars from 88 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Flax Linens most frequently mention duvet cover. Flax Linens ranks 16th among Bedding sites.

  • Service
    13
  • Value
    11
  • Shipping
    12
  • Returns
    8
  • Quality
    10
12
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Probably the WORST customer service I have ever dealt with.
  • Now Flax Linens has gotten the charge reinstated and I have to pay $244 for something I returned.
How would you rate Flax Linens?
Top Positive Review

“Arrived On time As Described”

Sam M.
9/18/20

Ordered my Stonewashed Belgian Linen 3 Piece set 2 weeks ago, arrived on time via Fedex. European Flax as described from the reviews it looks like the company went through a rough patch while the mail was slowed down during covid but it seems like everything is back to normal. I was recommended this site from Architecture Digest article which turned me onto this company and not disappointed

Top Critical Review

“Scam Site!”

Sarah W.
1/8/21

I have never received my order, after following up for 3 months. Calls go to a call centre and the agent on the line changes the story about my order even within the same phone call. Website looks ok but I am doubting whether there is an actual business and if other reviews are from within their scam. Am out of pocket $300, which only rubs salt in the wound as the order was for my daughter's small business.

Reviews (88)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (24) flax linens (25)
Thumbnail of user sarahw954
1 review
8 helpful votes
January 8th, 2021
Verified purchase

I have never received my order, after following up for 3 months. Calls go to a call centre and the agent on the line changes the story about my order even within the same phone call. Website looks ok but I am doubting whether there is an actual business and if other reviews are from within their scam. Am out of pocket $300, which only rubs salt in the wound as the order was for my daughter's small business.

Tip for consumers:
Order from another vendor, give your money to reputable companies, this is not one.

Products used:
Didn't receive my products, but order fabric, not finished product

Service
Value
Thumbnail of user ellenk145
2 reviews
5 helpful votes
January 12th, 2021
Verified purchase

As so many on this site have reported, this company charges your card and does not deliver any merchandise. I have turned them over to the BBB with no response from them. It has been 5 months of me calling, emailing, even texting with no response except to say they cancelled my order and credited my card. However, the NEVER REFUNDED MY $112. Screenshot is the only response I've received.

Thumbnail of user valerieh376
2 reviews
1 helpful vote
February 28th, 2021

I would assess this company as a well run long con. The only way I ended up with a product was by threatening to pull the funds and launching a credit card company investigation. Also note, the actual company name is flax linen (no ‘s'). And note their website has only been operating since Aug 2020.

Ordered a duvet cover in the beginning of December 2020. The company answered emails professionally and quickly at first. But never received a tracking number. Was told in January, we shipped but just didn't send to the tracking number. Ok? But why? And still no # given. No item received and no more contact. Reported to the CC company and next day received a tracking number! Item coming from China with strange shipper (TNT). Two weeks later (mid February), package finally arrived! Inside was the duvet cover set (we didn't order the set, so more than we paid for!) but with only a bottom sheet and one pillow case?! Weird, eh? AND also included was a different color complete sheet set! So odd! Now, we ended up with much more than we paid for but with bad communication and thinking we were ripped off while we waited for over two months! I would have given one star, but ended up with sort of a five star product?! I wouldn't order from them again but did want others to know that we ended up with much more than we paid for! And the quality seems good, though haven't really used them yet.

Tip for consumers:
Shipping was over two months and comes from China! Very bad communication and product only arrived after launching of investigation.

Products used:
Duvet cover

Service
Value
Shipping
Quality
Thumbnail of user kateb429
1 review
1 helpful vote
October 25th, 2021

Really wish I read these reviews before sending my credit card info to this fake business. Guess I'm out $300 CND since I doubt the linens will be delivered, if they even exist. I purchased them 2 months ago, there is no confirmation that they have been mailed and no one is responding to email.
What can be done to stop this from happening to other people?

Thumbnail of user valerieg237
2 reviews
3 helpful votes
January 29th, 2021

DO NOT ORDER FROM THEM. I placed an order on January 15, was charged $181 immediately, but never received a written confirmation of my order, and don't even have an order number. But the charge is real. I have have left multiple voicemails (cannot reach someone directly, they are all "working from home") and sent emails. Radio silence.

Tip for consumers:
DO NOT USE IT

Products used:
Ordered Flax linen fabric by the yard to make curtains

Service
Value
Shipping
Returns
Quality
Thumbnail of user bernicef21
3 reviews
0 helpful votes
September 18th, 2020

Ordered my Stonewashed Belgian Linen 3 Piece set 2 weeks ago, arrived on time via Fedex. European Flax as described from the reviews it looks like the company went through a rough patch while the mail was slowed down during covid but it seems like everything is back to normal. I was recommended this site from Architecture Digest article which turned me onto this company and not disappointed

Thumbnail of user stephanl31
1 review
8 helpful votes
October 5th, 2020

Placed my order in 8-16-20.
Payment immediately debited from my account.
Have called and email to many times to count. (9 total)
Same response when they answer. Told someone will email me.
Originally told it was because my address was wrong. It was not. I had the next person who answered the phone verify my address. It was correct.
This is not a company that sells Flax Linens. It is a company full of Con Artist selling access to your bank account. By the looks of it they seem to be doing a great job at that.

Thumbnail of user alisonb315
2 reviews
9 helpful votes
June 26th, 2021
Verified purchase

I ordered nearly $250 worth of linens from this company, and not only never received anything, even a refund, but also never received any replies to my calls or emails to find out what was going on. Their call center seems to be run by a separate company, which can only pass along messages to them, and takes no responsibility or concern for whether your attempts to contact Flax Linens are actually received or followed up on. There is no opportunity for recourse - you simply never get your order, or your money refunded.

I cannot impart this message strongly enough: DO NOT BUY FROM THIS COMPANY. PERIOD.

I'm including pictures of my order confirmation - The logo is missing from them because their website is now shut down.

Tip for consumers:
DO NOT ORDER FROM THIS COMPANY! They will steal your money and never send your order to you!

Products used:
None - they were never shipped.

Service
Thumbnail of user domenicad
3 reviews
1 helpful vote
May 15th, 2019

Thanks Flax, I received my package 2 weeks ago. Woow! The linens were so cute, everything that I expected. Best quality I could ever find.

Thumbnail of user ellenk8
3 reviews
7 helpful votes
November 2nd, 2020

I ordered and paid for 4 yards of fabric on September 20th. It was supposed to have arrived by now. I have emailed 3 times with no response so I started calling. I have now called 3 times. The first time I was told it was "on the way" and the last two times, each customer service representative told me they could not find the status of my order and someone would call me back with that information. This is outrageous! I still have no fabric or refund or answer whatsoever.

Tip for consumers:
Don't use these people.

Service
Value
Shipping
Returns
Quality
Thumbnail of user df497
1 review
2 helpful votes
February 6th, 2021

Do not order from this company. You will not get any response from them nor any product. I have emailed them 4 times and left a voicemail once. They quickly charge your card though... I wish that I had seen this site before ordering.

Thumbnail of user joelp152
1 review
0 helpful votes
September 29th, 2020

My initial order with Flax Linens was 3 years ago. Since the bedding lasted and felt like it got even better over time. Unfortunately my cat snagged by duvet cover so I came back and received the exact same color I initially ordered (indigo blue). I decided to order a full set (duvet cover, pillow cases, fitted sheet and flat sheet) in the same color I was expecting for there to be a big difference due to fading but I was impressed to see that the color stayed virtually the same

Thumbnail of user jennifers1902
1 review
8 helpful votes
August 10th, 2020

Sadly I did not review this company's service record before ordering. If I had, I would have discovered that Flax Linens routinely charges your credit card upon placing your order but then fails to send the items ordered. I've contacted the company six times in over two months and get the same response: "the person you need to speak with is not available but they will be contacting you by email." Since I never received any response (numerous times now) I requested that my order be refunded. Flax Linens have simply employed the same pattern as before with the order and I'm afraid I will never be refunded. I'm now out about $110 and will attempt to work with my bank in response to fraud. What a bummer! While it appears they have good products, I would highly advise you to seek your items elsewhere at the risk of falling into a customer service black hole and a complete loss of your money.

Thumbnail of user joshm517
1 review
13 helpful votes
July 24th, 2020

I ordered a sheet set and a duvet cover at nearly $500, nearly 3 months ago and it still hasn't arrived. I've placed 7 phone calls to customer service and they all guarantee me that they will email and/or call with an update on the status of my shipping/refund, but no one ever emails and no one ever calls. After 2 months, five calls, numerous emails and even their customer service texting option offers no solution, I just want a refund. However, no one at their first line customer service can actually do anything. Out $500 with nothing but wasted time, wasted energy and a lot of frustration.

Thumbnail of user annam907
1 review
0 helpful votes
September 17th, 2020

Just received my 5 piece bedding set I ordered from this company Flax Linens.com in love with quality and color match. The colors on the website were exactly as I imagined them in my bedroom. The weight of the fabric is what I am most impressed with. Not too heavy and not too light, seems like the type of material I can use all year round. Will order again to add to my collection

Thumbnail of user claires288
1 review
6 helpful votes
October 15th, 2020

I ordered a $225 sheet set in July 2020 and they charged my card immediately. I still have not received any merchandise or communication as of October 15,2020. No shipping update, no response to my emails or online chat messages for a shipping update or my request for a refund. Customer service reps only take email address and promise someone will get back to me, but they never have. Total sham of a company. DO NOT BUY ANYTHING FROM THEM!

Thumbnail of user mandyw58
3 reviews
10 helpful votes
July 25th, 2020

I ordered a king size duvet cover on July 2 2020. Waited the two weeks. Product never arrived. Sent 1st email inquiring about status, no answer. Sent 2nd email, no response. Sent 3rd email, no response. Called, no return phone call. Sent 4th email, no response. Tried to use their "chat" feature. No response. Then I read these review and found they all had the same story so I just disputed the purchase which smartly I put on my AmEx. Now I'm going to have to find another place to buy a flax linen duvet cover. One month wasted but glad I saw this review site and stopped wasting my time, especially since you all say the product is produced in China. Dang.

Thumbnail of user andreww898
1 review
0 helpful votes
September 18th, 2020

Ordered from this company because they seem to be the only ones around which sell bedding as well as linen fabric by the yardage. I am using the fabric for a project to make curtains to match the bed sets I ordered last year. I ordered 23 yards of natural flax fabric to turn into curtain drapes in our master bedroom and it arrived within 2 weeks of purchase exactly the same fabric that was used to make my.

Thumbnail of user johnw1865
1 review
0 helpful votes
October 7th, 2019

My package arrived from europe 10 days from making my order. Packaging was minimal but what was inside was perfect. The linen quality was comparable to coyouchi linens I had ordered previously but I calculated them to be almost half the price. I am impressed the value and quality of flax linens products and look fwd to doing more business with these folks. I ordered 5 Piece Chambray Set and replaced the top sheet with belgian linen mid grey

Tip for consumers:
buy the sheet set as a bundle, what a great value

Products used:
Striped Chambray 5 Piece Bed Sheet Set with Duvet Cover, Top Sheet, Fitted Sheet & Pillowcases (customized colors)

Value
Shipping
Quality
Thumbnail of user natalieg111
Natalie G. – Flax Linens Rep

Thank you so much for the love! We are here anytime you need any further assistance

Thumbnail of user sallyc285
1 review
9 helpful votes
August 24th, 2020

Terrible customer service, all calls go to offsite person with no additional numbers to call. Ordered 05/11/2020, online, Order confirmed, now no record of order in their system, but credit card was charge at time of purchase. 5 calls, 4 emails, no responses. Now 08/24/2020. Not happy. Zero stars.

Thumbnail of user jenniferj1046
1 review
0 helpful votes
January 15th, 2021

Don't buy anything from this company! It is a scam!
They never reply or call back...! Worst C/S

Thumbnail of user peters1199
3 reviews
1 helpful vote
March 2nd, 2021
Verified purchase

I have ordered twice from flaxlinens.com. Once in March 2020 for some bedsheets, and once in February 2021 for some pillow cases.

My bedsheet order required me to reach out via email a few weeks after ordering to receive any update about progress. I was happy to hear back fairly quickly from support that the order was ready for pickup, but UPS was the main delay (this was near the start of the pandemic, so I felt that was reasonable). I ended up getting the sheets just over a month after I ordered, and they have been great.

My pillow case order was put in about a month ago (with additional payment for expedited production and shipping) as of writing this review, but I have yet to receive any communications regarding my order. I have written multiple emails, tried the website chat, and called their multiple times as well... nothing but silence from this company. This is completely unprofessional regardless of circumstances, and I'll never be ordering from this company again regardless if their actual products are of good quality. It's such a shame that based on my most recent experience and other people's reviews, I will likely have to request a refund (which I don't expect to hear back about), and then ultimately request a charge back via PayPal. If anything does change miraculously, I'll update this review details... but I'm not holding my breath expecting that.

Tip for consumers:
Best to avoid this company - look elsewhere for quality linens.

Products used:
I only received the bedsheets that I ordered, which were great, but took over a month to get it. I have yet to even hear about pillow cases I ordered after a month.

Thumbnail of user eb356
1 review
7 helpful votes
October 5th, 2020

I never received my order, which I ordered over 2 months ago. I have tried to call, email and chat with the only response asking me if I would like a coupon to place an order. The customer service telephone number is outsourced so the agent I spoke to simply told me she would transfer my message. My credit card was charged months ago. Buyers beware.

Thumbnail of user suzannem496
2 reviews
9 helpful votes
August 3rd, 2020

I ordered in June and no delivery although promised in 2 weeks. They apologized and said I would have my order in one more week and nothing! The do not respond to phone or email. People who answer the phone don't know anything and say someone will get back to you. Just like all the other reviews here.

Thumbnail of user dh668
1 review
6 helpful votes
September 15th, 2020

THIS BUSINESS IS A SCAM. THEY WILL TAKE YOUR MONEY AND TAKE NO ACCOUNTABILITY FOR THEIR TERRIBLE, TERRIBLE SERVICE. I ORDERED LINENS END OF JULY AND NEVER RECEIVE THEM. HAD TO CALL THE COMPANY MULTIPLE TIMES TO FIGHT FOR MY REFUND. THE CUSTOMER SERVICE LINE HAS NO ACTUAL AFFILIATION TO THE COMPANY AND WILL LIE AND LIE ABOUT THE CUSTOMER BEING COMMUNICATED TO BY THE COMPANY ABOUT THEIR CLAIM. WORST COMPANY I HAVE EVER DEALT WITH.

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Thumbnail of user natalieg111
Natalie G.

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