ComplaintsforBrooklinen, Inc.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a blanket from this company when I didnt receive it on the day, stated I inquired where it was. They checked with ***** and were told it was lost so they canceled the order. However, ***** found the package. It was about to deliver it, but upon the store instructions sent it back and now the store refuses to send it back to me.

  Business response

  07/31/2024

  Hi *******, 

  We've taken a look at our internal records and it appears this issue has already been resolved by one of our customer service representatives. The following is a recap of what occurred for our records: 

  You purchased a Cotton Linen Blanket in Blue. It was shipped out to you and ***** encountered a delay while delivering it. ***** then marked the item as undeliverable, and per our general rules they attempted to return the item back to the shipper (us). Because your order was being sent back to us and we were sold out of the item you purchased, you were issued a full refund and given the option to purchase the same item in a different color, which you refused. We communicated that it may be possible to order the item in the color you preferred from one of our retail stores and offered you their phone number so you could contact them to place your order, and you also refused that. After you were refunded, you were able to pick up your original package from a local carrier location and ultimately received the item. 

  We don't believe any more action is needed from our end, but if you ever need anything else in the future, please feel free to reach out to us via email and we'll do everything we can to help.

  Best,

  Brooklinen Customer Experience

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  I had tried to retract the complaint, but I never got a complaint number as it was resolved before I got this email.
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disabled and just out of the hospital and I needed some sheets and I contacted brooklinen. In the set I wanted, I was shocked how few colors were available since I already own two. Its like they offer so few to force the customer to buy extremely expensive sets just to have the privilege of getting basic colors like blue, red, green, etc. The representative acknowledged that didnt seem fair and then promised me she could help me get the color I wanted a different way. However this way didnt work either and she seemed to not even care she had promised me minutes before I would be able to get what I needed. I asked for a supervisor to call me back and they told me to wait ***** hours. However no one ever called me. I received an email that didnt address my issue at all and didnt give me any opportunity to speak with a human being. I wrote back that I would make a BBB complaint and soon after that I got a second email asking me to please wait for a call for ANOTHER ***** hours and this was from a supervisor named *****. She assured me they were sorry and she wrote things would be made right because of the problems I had encountered and she specifically mentioned my health problems as something they took seriously in not wanting to cause an extremely ill customer to have to go through what I want through. ***** lied too. I got a call from some man I could barely understand who basically wanted to upsell me to a much more expensive set than I needed which they already knew. I missed the sale they were having because of all the days I waited and they treated me as bad as any company ever has and you could absolutely tell they didnt care. I was not surprised to come here and see they have a D- rating. Theyre probably happy about that too. I am feeling extremely anxious and ill because of what this company has done and will also be looking at an Attorney Generals complaint as well. No company should lie and disrespect their customers. Management should reply.

  Business response

  07/16/2024

  Hi *****, 

  After reviewing your communication history with our team, we'd love to take the time to respond to some of your comments and offer our best advice about this situation. First, we want to clarify that we offer a large number of color and pattern options that rotate periodically and seasonally throughout the year. Some colors are available in all of our collections and others are exclusive to individual ones. This is done because some colors work best with the sheen and texture of certain collections, and we only ever want to put forth our best offerings. In cases where some colors are not available in certain collections, we suggest subscribing to our mailing list to know when new colors that better fit your wants come around. 

  With regard to your conversations with our customer support teammates, our records indicate that every time you were able to reach one of our teammates you hung up on them, presumably because of your desire to only talk to someone if they were located in the ** or ******. Our customer support supervisors don't usually take calls from customers, so we have to schedule them and usually our wait time is around ***** hours (though we usually are able to call sooner than that). That being said, I can confirm that we did have a supervisor call you back several times and there was no answer every time. In order to be thorough, we sent follow-up emails after each call just to make sure we were able to get in touch and we've never received a reply from you.

  We sincerely apologize for any ill feeling or anxiety we may have caused you throughout this process, and we can honestly say we tried our best to give you the best service we could have given the circumstances. For the future, we hope you'll give us another chance if a color you like is being offered in one of your preferred collections and if you decide to reach out again, we hope you'll reciprocate our efforts to get in touch and help. 

  Have a great rest of your day.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order info: *************** Order Total: $187.20 Date order placed: 5/27/24 I placed this order on Monday spending hours researching the different styles, reading reviews and talking to Brooklinen agent about their product. Not once it was mentioned a fee for a return. I received that package and the sheets are not like what was described. For one, Im concerned they are using fake reviews and its also a terrible business practice to omit their return fee. My package sheets arrived in less than expected condition, possibly a previous return. I could not believe how terrible the quality and stitching was. I asked for a return and then eventually found out that they would retain $10 from my order. This is not acceptable. They proceeded to tell me that this was due to Covid. I paid $187 for the product that has nothing to do with Covid. I would like a refund of the $10 they kept.

  Business response

  06/03/2024

  Hi ****,

  We're very sorry to hear that you didn't love your sheets, and we're glad to know you were able to take advantage of our very generous 365 day return policy. As my colleague mentioned in their email exchange with you, shipping has gotten more expensive post-pandemic and in order to preserve our return policy as-is, we've had to implement a return fee for our orders. This return fee is clearly communicated on the product page for the sheets you purchased, and on the returns/exchanges page on our website. We find that our return fee is very visible on our website and don't feel like it's omitted or hidden in any way. Additionally, we also refute the idea that we suppress negative reviews of our products, as they are all published directly on our product page. I've attached screenshots of all of these for you below. 

  All that said, I understand from your message that the stitching on your sheets did not meet your expectations, which could mean that you received a set of sheets with a manufacturer defect. Taking a look at your message history with us, I'm seeing you didn't mention this previously and your original complaint was that you didn't think the elastic of your fitted sheets would hold up over time. If you had mentioned the stitching, a member of our team would have let you know that we have a warranty policy to replace all defective sheets, which we can also honor in the form of a full refund. Taking this into account, we've issued you a refund for the $9.95 return fee for this order, and you should be receiving a confirmation of that shortly. 

  I'd like to let you know that what you experienced with your sheets is not common, and I hope you're able to give us another shot in the future. I hope that if you have any issues with our products moving forward, you know you can reach out and communicate that to our team, as we're always here to help. Ultimately, we're more than happy to accommodate specific situations and offer unique solutions or make exceptions as long as we have all the necessary context. 

  I hope you have a great rest of your day!

  Brooklinen Customer Experience

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I purchased the sateen sheet set, super plush robe and mulberry silk pillowcase. The only item I was happy with was the pillowcase. The sheet set was not remarkably soft as described on their website. It was just like an average set of sheets. Nothing special. The robe was a complete disaster. It is described as super plush. Plush means high end and luxurious. It was the worst robe I have ever encountered. It was rough to the touch and light weight. Nothing super plush at all. Terrible, like something I would expect from a 99 cent store/family discount store. I contacted Brooklinen by email and asked for a partial refund. They keep saying return the items for a refund. I told them I do not have a car to be able to get to the post office and I feel it is too much work to get on a bus and risk catching one of the many viruses that are currently spreading. Why should I have to do all of this and risk getting sick and possibly giving a virus I can catch to my senior citizen mother who may have a difficult time with a virus like Covid/flu/RSV. I was scammed by Brooklinen because the words they used to describe their items got me purchase these low quality items. They know if they exaggerate the quality of their items to make them seem better than they are people are more likely to purchase. I actually said to the customer service person to consider changing the names/descriptions of their items. They did not say they would consider my request. I wanted to make sure no other person has to be misled into thinking the items are such good quality. The customer service person did recommend to buy the Brooklinen fabric softener. I thought these items were remarkably soft and super plush! Why would such items need a fabric softener? I tried to get my money back through my credit card but Brooklinen kept fighting it and insists I return the items. Now I will try BBB to get a just resolution. If this does not work then I will try other outlets like the media. Thanks.

  Business response

  11/28/2023

  Hi there, 
  
  This customer reached out to let us know that they were unhappy with the quality of the items they received and they wanted a partial refund for their items. We can only issue a refund if a customer's items are defective. Since this is a case of personal preference and unmet expectations, and not a defect, the order did not qualify for a refund but we responded by saying that they should submit a return of their items in order to get their money back. We have a a very generous 365 day return policy, which would apply regardless of the condition of their items (used, washed, etc.). We also provided the customer with alternatives to printing their own label, by letting them know they can show their local ***** location a QR code and have them print the label instead. If the customer does not want to go to a local ********* location to drop off their items due to wanting to avoid sickness, there are other ***** locations that are not inside of pharmacies the customer can go to. 
  
  With regard to the marketing and naming conventions of our items, we don't find that there is anything misleading about them. Our Super-Plush Robes are the thickest and softest robes we offer, and the Luxe Sateen Sheets have the highest thread count of all of the sheets in our catalog. As we mentioned above, if someone buys these and expects them to be softer or more high quality than they are, we don't have any issue with that and allow all of our customers to return their items for a refund. Unfortunately, we are not able to allow the customer to both keep their items and also be issued a refund. 

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Brooklinen has scammed me by exaggerating the quality of their items. I wanted a partial refund because of this issue and Brooklinen refused and instead is forcing me to get a printer or go to a library to print a shipping label since I don't own a printer and then go to a designated location to ship used items back that they cannot sell to anyone else since they are used personal goods. I was reasonable and wanted for both parties to find a resolution since I have limitations and cannot ship back the items. Brooklinen is not making reasonable accomodations and therefore I can never accept their response until I get some kind of refund. Thanks.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered sheets and pillowcases and was told it was delivered. I have not received anything! After contacting 3x by phone and once in chat, I was dismissed that "all companies say the package has been delivered when it is still on the way" and was treated disrespectfully and my concern to have them find out where my package really is was dismissed.

  Customer response

  11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order no. ***************, 10/8/23. Ordered duvet cover online described and depicted as the color ginger. depiction on website had a peach/orange hue. Item received could not be described as any color other than tan. When I went to return the item, website indicated it was a final sale. Nowhere on product page was this indicated, nor did my confirmation email indicate final sale. when I contacted customer service by email, which is the only Avenue afforded, to complain of the color and the final sale status gotcha, merchant admitted there was a glitch on the website that failed to indicate final sale and also stated that the order confirmation indicated final sale, which it did not. About a week after my repeated emails back-and-forth complaining of merchants refusal to allow return, website glitch had been remedied to clearly indicate final sale. ******** failed to address my complaints about the color, and also failed to provide, at my repeated requests, a contact telephone number. At best, a complete disregard for customer dissatisfaction. More reasonably indicates outright fraud. BBB rating shows as much. ****************. Donated the item to goodwill.

  Customer response

  11/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Brooklinen, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a set of sheets in June 2021. I realize this was 2 years ago, but this company touts themselves as a luxury brand that promotes washing to make your sheets softer over time. I just noticed that I have the starting of 3 small rips/tears on my fitted sheet. I have had several brands (Wamsutta, even Target brand) that have lasted years and years. These sheets should not be tearing like paper. Especially after barely 2 years. I also have several sets of sheets so they get rotated out frequently. I was under the impression there was a lifetime warranty. They have a 2 year warranty that I just fell out of and they cant do anything for sheets that were $165 and are now tearing like tissue paper.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 3/28/23 and 3/29/23 I purchased two orders from Brooklinen totaling $1,100.02. Upon receiving the orders I washed them according to manufacturer instructions. Immediately after washing, large spots of discoloration appeared to all of the blue sheets as well as damage (holes and fraying) to the green set of the sheets. There was no error on my end to cause the discoloration of these sheets as we have purchased sheets from this company before and never had any issues. We followed the same washing procedure as with the previous sheets purchased from this company which has never caused any issues before. We washed them a second time (as instructed by Brooklinen) and the staining got worse. After continued back and forth from customer service and many pictures sent of each individual item, we have yet to reach a conclusion. Initially, we would have accepted exchanges for the products but after the ordeal we would much rather have a refund issued as we no longer have faith that an exchange will occur as well as lack of faith in the replacement product we would possibly receive. Also, if a prepaid shipping label will be sent we would be happy to send all products back. Included will be receipts and pictures of the affected items.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  `Having a order Order #*************** Only received the Wrap Pendant, then ask for replacement has been wait for like 2 weeks/Always mentioned we will send you replacement Now they tell me 2 of them out of stock so they will issue refund Then they tell me to contact with *********************** I request to do the return then they ask me contact ****************** for the return i bought stuff from u guys not from them it is a joke businesss

• Initial Complaint

  03/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have Brooklinen *****s (6 months old) and the top and fitted ***** have ripped in the middle, as well as one of the pillow cases coming apart at the seams.It's a washed Brooklinen white cali king ***** set. I got them as a gift (so dont have order info) and ********* refuses to help me.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩