Ordered a 6 foot orkney table runner in natural. Took 2 months to get it after emailing twice. Bought to match an Orkney natural duvet I’d bought 3 years ago. Finally received it and the color was... Ver mais
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Veja o que dizem as avaliações
Almost 2 months no item no updates, just automated AI response after sending multiple emails about my order. I have just been scammed out of $300. Never patronizing them again!
A empresa respondeu
It’s what I had hoped for: a sweep of cream ground for contrast with the cherry colored drop-leaf table and red-orange wood floors, and the ochre & burnt orange poppy petals for harmony. The substa... Ver mais
My husband went from saying, "I don't need linen pajamas" to "How did I ever live without linen pajamas!" Rough Linen you truly are the absolute best. We love your blissful sheets, stylish scarves, br... Ver mais
Detalhes da empresa
Informação fornecida por fontes externas variadas
Rough Linen makes fine quality home linens. Shop Linen Bedding, Bath, Table, Curtains and Clothing - Made in USA. Ethical, sustainable, responsibly made. Rustic, homespun quality and texture made from real, natural French and Belgian Flax. Custom table...
Informações de contato
Francisco Boulevard East 1925, Unit 12, 94901, San Rafael, Estados Unidos
- 1-800-968-0903
- hello@roughlinen.com
- roughlinen.com
3,2
Bom
2 mil avaliações
Respondeu a 60% das avaliações negativas
Normalmente responde dentro de 48 horas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Wholehearted recommendation
I have been a Rough Linen customer for several years, starting with the original pinafore apron, which I still use in kitchen and garden.
Since then, I have added bed linens, window and shower curtains, bath towels, bathrobes, and table dressing. Everything is meticulously made from beautiful linen fabric and arrives quickly, in nice packages.
I consider my Rough Linen purchases to be investments that I know will continue to grace our home for many more years to come. We are especially happy that we are supporting a woman-owned company operating here in the United States. The few times I have chosen to contact the company with questions, I have received courteous replies.
I recommend them whole-heartedly.
15 de fevereiro de 2024
Avaliação não solicitada
I absolutely love the Orkney linen…
I absolutely love the Orkney linen sheet set in Orchid! They are a really lovely weight, the color is gorgeous. The photos on site make the color seem hotter than it is, it is truly the color orchid, like the flower. The quality is just stunning. Well worth the price tag. We have already placed an order for more items. You won't be disappointed. Even if you have to wait for items to come back in stock, the wait is worth it, quality takes time.
6 de fevereiro de 2024
Avaliação não solicitada
Rough Linen - Gold Standard
The Rough Linen experience is always the gold standard. It is easy to order their product and customer service is amazing.
We love the Rough Linen product and use it in our home and camper van. Our children all use the products also. Rough Linen adds a refined touch to every living space.
23 de novembro de 2023
Avaliação não solicitada
Pillowcases & Pinafore Apron
I have purchased five items through Rough Linen--Orkney pillowcases and an Original Linen Pinafore Apron. The pillow cases are--thankfully--cool to the touch at night and launder very well. My blue apron is a delight!
Construction of all items is solid. I'm very pleased with their products!
29 de novembro de 2023
Avaliação não solicitada
Highest of quality
I have been pleasantly surprised with all the products I’ve purchased from Rough Linen. I especially love my collection of linen aprons I wear whether working in the kitchen, garden or my studio. I love the feel and the quality craftsmanship.
16 de janeiro de 2024
Avaliação não solicitada
I love this company and its linen
I love this company and its linen! I have been a repeat customer for years. The pinafore aprons are wonderful gifts. I have slept on no other sheets since I first bought Rough linen many years ago.
16 de fevereiro de 2024
Avaliação não solicitada
Superb Quality
I've been purchasing linens from Rough Linens for several years. Superb quality with greater longevity than bigger name brands. I like the option to buy flat sheets separately and never have to deal with fitted again.
5 de dezembro de 2023
Avaliação não solicitada
Rough Linen equals the best customer service
Rough Linen provides amazing service with beautiful products. I have the pear green linen curtains throughout my home. They provide a lovely splash of color and it is delightful to be able to watch the curtains moving when the windows are ajar.
I received phenomenal customer service with prompt communication and delivery of my curtains. I am very I will need to buy other products in the future- either for my home or my loved ones.
15 de janeiro de 2024
Avaliação não solicitada
Beautiful linen
Beautiful linen, well-made, excellent communication. A really good company.
16 de fevereiro de 2024
Avaliação não solicitada
Rough Linen provides products of a…
Rough Linen provides products of a quality not found anywhere else in the North American market. My latest purchase was for the wool duvet infill. It is the perfect weight, breathable in all temperatures, and fits literally perfectly inside my Rough Linen duvet covers. Friends and family love staying at my house for the linens alone. If you want to take your sleeping or guest bedroom experience to the next level, you need to invest in Rough Linen products. We spend 1/3 of our lives in bed. Make that time the best it can be with Rough Linen.
16 de fevereiro de 2024
Avaliação não solicitada
Delivery Extremely Delayed, Poor Customer Service
I placed an order nearly two months ago and still haven't received my item. The only outreach from their team was via templated mass emails. After getting through to them they said my order was expected to ship by mid-January. That time has come and gone and I haven't received or heard anything.
2 de fevereiro de 2024
Avaliação não solicitada
Resposta de Rough Linen
Dear Andy,
We're very sorry for the delay in receiving your order and the inconvenience it has caused. Your experience doesn't meet our standards, and we understand your frustration. The high order volume during the gifting season has indeed put strain on our processing times, but we acknowledge that our communication should have been clearer and more personalized.
We recognize the need for better communication and support, particularly during peak sales periods. We're building up our customer service team to ensure that inquiries are handled promptly and efficiently. Our aim is to provide you with the assistance and information you need in a timely manner.
Please know that we're actively working to rectify this issue and ensure smoother operations in the future. Your patience and understanding mean a lot to us, and we're committed to resolving this matter promptly.
If you have any further concerns or if there's anything specific we can do to assist you, please don't hesitate to reach out to us directly. Your satisfaction is our priority, and we're here to make things right for you.
Not made in US - Made in India
I had same experience as another reviewer. Rough Linen is no longer made in US. Products are now labelled India. The customer service has declined to be nearly non existent. Orders are shipping wrong items. It can take months to get a product. The packaging and presentation is crap compared to what it used to be. The box, the wrapping and the linens all smelled disgusting like chemical off-gassing. Such a shame. Will have to find linen somewhere else.
1 de fevereiro de 2024
Avaliação não solicitada
Resposta de Rough Linen
Dear Customer,
We are very sorry for the experience you've had with us. Your feedback is invaluable as it helps us identify areas for improvement. We want to assure you that we are actively working to address the issues you've highlighted to enhance your experience with us in the future.
We understand the importance of transparency and quality control, especially regarding our manufacturing. We are committed to upholding the same high standards using the same 100% European flax linen that you know and love! We've added new weaving mills including a heritage mill in India, and continue to very closely monitor every aspect of weaving quality. With your feedback, we are able ensure that our linens continue to meet our customers' expectations.
In terms of customer service, we recognize the need for better communication and support, particularly during peak sales periods. We're enhancing our customer service processes to ensure that inquiries are handled promptly and efficiently. Our aim is to provide you with the assistance and information you need in a timely manner.
We acknowledge the frustration caused by delayed orders and incorrect shipments. Our sales exceeded our expectations, leading to challenges in order processing. We have learned from this experience and are implementing measures to streamline our procedures to minimize errors and reduce delivery times. Our goal is to ensure that you receive your orders accurately and without undue delay.
We also value the presentation of our orders and are committed to improving our packaging to enhance your overall experience. We're actively addressing any issues with packaging quality to ensure that it reflects the quality of our products. Your input in this regard is greatly appreciated.
Your experience is paramount to us, and we're fully committed to making the necessary improvements to address your concerns. If you have any further feedback or questions, please don't hesitate to reach out to us. We're here to listen and ensure that your future experiences with us are significantly improved.
No longer made in California. Just another import now.
Delayed shipping like so many others. The most disappointing discovery is after 10+ years, RL appears to no longer be made in USA. My Orkney cases arrived today and are marked made in India. The linen is substantially lighter weight and less textured. My pillowcases smell like chemicals. Packaging and presentation are no longer the same quality and personalization. This was my last RL purchase.
24 de janeiro de 2024
Avaliação não solicitada
Resposta de Rough Linen
Dear Pava,
We are truly sorry for the experience you've had with us. Your feedback is invaluable as it helps us identify areas for improvement. We want to assure you that we are actively working to address the issues you've highlighted to enhance your experience with us in the future.
We understand the importance of transparency and quality control, especially regarding our manufacturing. We are committed to upholding the same high standards using the same 100% European flax linen that you know and love! We've added new weaving mills including a heritage mill in India, and continue to very closely monitor every aspect of weaving quality. With your feedback, we are able ensure that our linens continue to meet our customers' expectations.
We acknowledge and apologize for the frustration caused by delayed orders and incorrect shipments. Our sales exceeded our expectations, leading to challenges in order processing. We have learned from this experience and are implementing measures to streamline our procedures to minimize errors and reduce delivery times. Our goal is to ensure that you receive your orders accurately and without undue delay.
We also value the presentation of our orders and are committed to improving our packaging to enhance your overall experience. We're actively addressing any issues with packaging quality to ensure that it reflects the quality of our products. Your input in this regard is greatly appreciated.
Your experience is paramount to us, and we're fully committed to making the necessary improvements to address your concerns. If you have any further feedback or questions, please don't hesitate to reach out to us. We're here to listen and ensure that your future experiences with us are significantly improved.
I placed order in early December for a…
I placed order in early December for a Christmas gift. It is now mid/late January and I still don’t have an expected shipping date. Only two emails from them, obviously form letters with no relevance to my order. They printed a shipping label earlier this month, but that seems to be a delaying tactic. Their last email offers a 15% store credit, but I don’t plan to shop here again.
22 de janeiro de 2024
Avaliação não solicitada
Charged 2 months ago, still no shipping date
Second update (response to RL reply): Yet another form email in flowery language, not at all responsive to my situation. They still seem to think that I am still waiting for my November, 26, 2023 order. In fact, I canceled the order and they reversed the charge.
Update: I sent an email with "dispute" in the subject line, and received a response within hours (as opposed to 10 days for regular customer service responses). To their credit, they apologized and agreed to issue a refund. If this doesn't come through, I'll post again.
I placed an order on 11/26/23. At that time, their cutoff date for Christmas orders was 12/1, and the email I received indicated that at worst the shipping time would be 2 weeks. I emailed them after a month, and received a long and flowery, but not individualized, reply after about a week, asking for patience. Three more weeks have passed, and I've run out of patience. I sent them an email demanding an immediate refund. I've started a dispute through AmEx that I will submit if I don't hear from them in 2 days. No phone number on their website, and the phone number attached to the AmEx charge is not in service. Beware!
24 de novembro de 2023
Avaliação não solicitada
Resposta de Rough Linen
Dear Molly,
We want to extend our deepest apologies for the delay of communication regarding your order.
As Rough Linen has expanded as a company, we have been working diligently to implement upgrades to our fulfillment center and production team. These enhancements are aimed at providing our customers with a more seamless and enjoyable shopping experience. However, we deeply regret that, during this transitional phase, certain disruptions have occurred, causing delays in the shipping process. The good news, is that this phase has only been temporary.
We sincerely apologize for not communicating these challenges to you sooner. Your experience is of paramount importance to us, and we want to assure you that someone from our team will be in direct contact with you regarding the status of your order. We understand and deeply regret any frustration or inconvenience this delay has caused you.
Once again, we apologize for not meeting your expectations in this instance. We genuinely appreciate your patience and understanding as we work towards resolving these issues and getting your order to you as swiftly as possible.
Warm regards,
Team Rough Linen
Scam
Scam, lying, dishonest, disingenuous, worst experience I ever had in my life with a merchant. I cannot get over the entitlement and narcissism of this unethical company. I think they really think they can get away with it and just keep your money without sending the products owed. I paid over 200 bucks for products that were never delivered or received. The company knows this. Not only was there first no updates about the delayed order, zero customer service. Then they refused to refund me the money. They are STILL refusing. I filed a dispute with my credit card company. They are STILL refusing and if you write them they just ignore you. This happened three months ago and I'm still waiting to get my money back. These people have no idea what kind of bad karma they are bringing upon themselves.
25 de outubro de 2023
Avaliação não solicitada
Resposta de Rough Linen
Dear Leslie,
We are deeply sorry to hear about the distressing experience you've had with our company. Please accept our sincerest apologies for any inconvenience caused. Your satisfaction is our top priority, and we are actively working to resolve the issue as swiftly as possible.
We also want to acknowledge that filing a chargeback can lead to a delay of up to 75 days beyond our control due to the bank's investigation process. We want to assure you that we're doing everything in our power to expedite the resolution. In the meantime, we offered alternative methods such as Zelle or PayPal to ensure you receive your funds sooner.
Your patience and understanding during this challenging time mean the world to us, and we're committed to making things right for you. If you need any further assistance or have additional concerns, please don't hesitate to reach out to us directly.
Concern about shipping date
I love their products but I placed my order on December 2, 2023 and have yet to receive it. The company only sends generic email replies instead of a concrete shipping date. Very concerning.
2 de dezembro de 2023
Avaliação não solicitada
Resposta de Rough Linen
Dear Kathy,
I hope this message finds you well. I am writing to offer our sincerest apologies for the delay you have experienced with your order and the lack of concrete information provided.
As Rough Linen undergoes significant expansions and improvements, we have encountered some unforeseen challenges in our fulfillment and production processes. This transitional phase has unfortunately resulted in delays, and for that, we are truly sorry.
Your frustration is completely understandable, and we deeply regret any inconvenience caused by the lack of communication. Your experience is essential to us, and we want to assure you that we are actively addressing these challenges to provide you with a more seamless shopping experience in the future.
Someone from our team will be reaching out to you directly to provide a detailed update on the status of your order. We understand the importance of clear and timely communication, and we are committed to making things right for you.
We genuinely appreciate your patience and understanding during this transitional period. Your satisfaction is our top priority, and we are working diligently to resolve these issues and get your order to you as swiftly as possible.
Once again, we apologize for any inconvenience caused.
Best regards,
Team Rough Linen
done with rough linen
Update to a prior review, 7 weeks after ordering two pinafores and no responses from the company they have arrived. Sadly, these now a completely different/inferior quality to the prior product. I have multiple rough linen pinafores from over the years and the ones received today are a much thinner inferior quality of linen. Same same pattern but things like seam allowances have been reduced dramatically. New pinafore feels skimpy and unsubstantial when I compare it the ones I have/bought a few years ago. They were promised as Christmas gifts so I will gift them 4 weeks late with the caveat that I will find a new brand in the future that matches the old rough linen. I am done with this brand, might try portland apron company. The degradation of yet another great small brand.
12 de janeiro de 2024
Avaliação não solicitada
Resposta de Rough Linen
Dear Chris,
We sincerely apologize for the disappointment and inconvenience you've experienced with your recent order. Your feedback is incredibly important to us, and we understand your frustration with the quality of the products received. We're truly sorry that they did not meet your expectations.
We would like to ensure that you're taken care of and that we address this issue appropriately. Were you able to exchange the items for a refund? If not, please send us photos of the products so that we can thoroughly assess the situation and work towards a resolution.
Your feedback is invaluable to us as we strive to improve our products and services. We're committed to making things right for you. Please reach out to us directly so that we can assist you further and ensure your satisfaction. Thank you for bringing this matter to our attention.
Stealing from my daughter and and me. After reading the terrible reviews from…
After reading the terrible reviews from the past year I decided not to buy Rough Linen items for Christmas gifts. They continued to send me discounts that looked very appealing but I have never seen a business pull out of this sort of mess. Imagine my disappointment when my daughter gave me a gift card for Christmas.
I just emailed and asked when my order from 12/25 would be sent and received a “stock email” reply with a veiled warning about any future inquiries I might make.
I suggest contacting the California Atty General.
8 de janeiro de 2024
Avaliação não solicitada
Resposta de Rough Linen
Dear Robert,
We are deeply sorry for the disappointment and frustration you've experienced. Your concerns are valid, and we understand the impact this has had on your trust in our company. We sincerely apologize for any inconvenience caused by the delay in processing your order and the impersonal response you received.
The high order volume during the holiday season has indeed created challenges, but please know that we are actively working to address them and improve our processes. Your feedback is invaluable to us as we strive to enhance our customer service and ensure a smoother experience for all our customers.
We want to assure you that your satisfaction is important to us, and we are committed to resolving this issue for you. If there's anything specific we can do to assist you further, please don't hesitate to reach out to us. Your feedback helps us improve, and we appreciate your patience and understanding during this time. Thank you for bringing this matter to our attention.
Ghosted and Robbed by Rough Linen
I am here like everyone else in the comments because I placed an order over three weeks ago and I have no idea if the order is able to be filled, the status of filling it, or if it has been shipped. I have e-mailed a ridiculous amount, heard nothing back, tried contacting via instagram, still nothing. I have basically been ghosted and robbed by this company. I understand they are a small business but you can’t just take people’s money and then not fill the order. At least communicate with customers in some way if the order is unable to be filled due to demand, or if it is simply incredibly delayed. Possibly the worst customer service ever, and that is saying a lot.
13 de dezembro de 2023
Avaliação não solicitada
Resposta de Rough Linen
Dear Nicole,
We are deeply sorry to hear about your frustrating experience with us. It pains us to learn that you feel ghosted and robbed by our company. We want to assure you that we hear you and we care deeply about making this right for you.
We understand how important timely communication and order fulfillment are, especially when you've placed your trust in us by making a purchase. We value your trust, and we are committed to addressing your concerns promptly.
Please know that we are actively working to improve our communication channels and processes to prevent situations like this from happening in the future. Your feedback is incredibly important to us, and we are taking it to heart as we strive to provide better service to all our customers.
If there's anything specific we can do to assist you further or if you have any questions, please don't hesitate to reach out to us. We are here to support you and make things right. Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience you've experienced.
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