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
I see a lot of positive & a few negative reviews here so I wanted to share my experience with this company. First off, I want to say I also experienced receiving some incorrect items when my delivery initially arrived, albeit 1 week later then the estimate. I do understand COVID has caused some people to take out their frustrations on the wrong people. In this case the late delivery was not due to flaxlinen.com but rather the courier UPS. I could see the order was shipped on time but it sat with the UPS warehouse form an extra 6 days without movement. I cannot blame the company do that. When I order finally arrived, I was not happy to see that a few of the items were made in the wrong color. I reached out to my contact at Flax Linen (Sean) and he immediately notified his sewing manager who confirmed that my pillow cases had been made with the wrong color. They emailed me back the same day and let me know that I could keep the incorrect items and withing 3 days the correct pillow cases were sent out. I just received the replacement items and happy to report that A) UPS seems to have fixed their issues B) The items that arrived were exactly what I initially ordered. Sean followed up to make sure that everything was ok and even sent me a $20 coupon for my next order. This is exactly how customers willing to spend their money online should be treated.
I truly had high hopes for this product but unfortunately I really hate my purchase. I honestly regret it. I purchased the set in May, didn't receive it until July. I had such a hard time with little help thoughout the process.
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.
I do not usually do reviews but I was throuroughly impressed at how my purchase and exchange went with this company. First off, while they were helpful over the phone, I ultimatly ended up with the wrong color. I emailed *******@flaxlinens.com and had an answer regarding my exchange within 1 hour with a mailing instructions for the exchange package. Within a week I received a new color which I much preferred. I will certainly be ordering again
I have been buying sheets online for the past couple of years so I am always on the look out 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
These sheets are the best. We have a hard time finding sheets that are luxurious but reasonably priced and fit our Tempur-Pedic king mattress. These sheets are both! We shopped around quite a bit and realized that flaxlinens website is an amazing valuedfor the quality.
I ordered the embroidered set last year, held up to weekly washings I am now adding 2 simple sets to my collection, it says alot that I came back because Sean has treated me wonderfully and always available to answer any questions I may have.
I will let Sean know and thank you for being a repeat customer!
I want to inform everyone the best way to get in touch with the company is through the website chat. As far as I understand due to COVID-19 the company has been forced to work remotely and hire a 3rd party to answer phone calls but the website chat is still being answered by the company employees. I ordered some items when they were delivered was interested in adding to my order so I called the phone number and they took my name and phone number to get a call back. Instead of waiting I decided to use the chat and was instantly connected with someone from the company to add some items to my order. Natalie immediately sent me a quot via email and i was able to recorder. Thank you Natalie!
Perfectly executed valentines gift for my fiancee. She was stoked about the new bedding. I felt so clever buying something that felt romantic to her while improving our bedding situation.
This is our second Simple Duvet Cover Set. We've used one in our master for several years and just updated our guest room. It's a great neutral base to start with and our guests love it.
I ordered a duvet cover set in Mid May 2020. I received a Tracking number and package was to be delivered June 11. It is now July 20. I have phoned their 800 number at least 12 times and always getting a different person on the line. I tell them my issue and each and every response is the same. "I will forward your message and you will receive an email" Well, an email has never come. Today I called again and spoke with "Rebecca" who gave me the same line as the prior 12 calls to Flax Linens. After questioning her I did find out that she does not work for Flax Linens and is solely a customer service for them and other companies. I asked her whether Flax Linens really exists and she said she did not know! I then asked for a full refund and again she said I will send this to my supervisor and you will receive and email in response and a refund. Let's see... I have never is my entire life ever received such poor customer service, and I somewhat feel sorry for the people that have to dish out all this BS. I sincerely hope for a response and my full refund. Thank you
After waiting for over a month for my duvet and contacting customer service and never receiving a reply, I finally received duvet from CHINA. No where does it state MADE IN CHINA. Also, I had a custom order and was charged for the extra ruffle and did not receive it. Can not get anyone to contact me. DO NOT PLACE ORDER WITH THIS COMPANY.
I loved dealing with Flax Linens. I requested custom sized sheets and they were deliverd to me within 13 days. The quality of the stitching was what I expected from a high end product.
DO NOT ORDER FROM THIS COMPANY! Item ships from Malaysia and Ukraine - it is not an American company. Item arrived wet and completely the wrong size! Even though they use the name of the bassinet and moses baskets I have (Snoo and Moba) SEE PICTURES. The only thing they offer is to pay for dry cleaning. I do not want to put my newborn on a malaysian mattress covered in liquid! They blamed customs - the package was unopened. They ship from Malaysia in a PLASTIC BAG!
The order took over a month to get to me and the tracking was useless as it appeared the package started in Ukraine, then Malaysia, etc. etc. We immediately contacted the company along with photos. They offered dry cleaning. The mattresses DO NOT FIT! NOT EVEN CLOSE! Everyone knows you can't have a wrong size mattress for newborns - it is completely UNSAFE and at risk for suffocation!
Probably the WORST customer service I have ever dealt with. They have an answering services in Denver and then you get an email from Ukraine. SCAM. Horrible product and terrible customer service. Don't fall for their scam!
The Sheets are beautiful, worth the wait. It took 3 weeks to get custom made sheets, at first I thought that was a long time, then I realized the sheets were stitched just for me.
I ordered Flax Linens Chambray Linen Sheets, as I have been very happy with the Belgian Linen sheets I bought from them over a year ago. The linen sheets are a very comfortable fabric and the color matched my expectations from the website.
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.
Best quality sheets I have found, my family keeps thanking me for replacing all the sheets in the house. I have been very happy with the Belgian Linen sheets I bought from them over a year ago.
They refunded the money, but they are sending me emails saying the 'lost money on me' and I must 'enjoy writing negative reviews' even though I've showed them UPS shows it delivered to the wrong city. They want me to remove my negative review now that they issued a refund. And, no comment on my 4 unanswered inquiries trying to resolve it. I wonder how many other people they've pressured to remove bad reviews? In my opinion, this company has a HUGE ISSUE with shipping, and responding to inquiries about missing things. If you DO get them to respond and refund, then it feels like a weird kind of bullying to remove the review. I do not like to leave negative reviews, and have only written positive reviews for good products and service until now. But I write this review as a service to potential customers. If I would have known these facts, I would have either not placed the order, or placed it knowing it was a huge gamble and could be a lot of work. Also I noted their rating on BBB is D+. From what I can tell, their product is good, IF you receive it. They just need to correct their HUGE shipping and customer service issue to continue to do business.
Hi Erica
#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.
Having same infuriating issues as other negative reviewers. Company lied about shipping date, package 'went missing' and 4 messages unreturned. I'll be disputing the charge with my credit card and do my best to warn others about this company.
Love my duvet cover! The quality is amazing and it does not make me hot at night plus you can't beat the price! Love flax linens.
Overview
Flax Linens has a rating of 3.3 stars from 88 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Flax Linens most frequently mention and duvet cover. Flax Linens ranks 16th among Bedding sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Mariah, we do list the dimensions of our items on our website and we do offer a custom sized items. With regards to our pricing, we are actually value priced, which means we strive to come in under the competition. Granted, Linen Fabric is expensive (around $28 / Yard Retail) so Linen Bedding tends to be more expensive across the board when comparing to other fabrics but do tend to last much longer. We also do not take back used items as Linens are considered an intimate items. We are sorry for your experience but would have been happy to make you a custom sized item.