Wondering if my awful experience with Brooklinen is typical or an outlier.

We have a fitted percale sheet that started tearing 3 or 4 months ago (less than a year after purchase). My partner submitted a warranty claim then and received no confirmation or response. A month later I submit the same request myself with our new address, and for some reason my partner immediately after receives an email saying that a pillowcase is being sent to our old address under the wrong name. We just followed up with them again to get the sheet and their customer service team tried to send us a pillowcase again, asked for the photos of the torn sheet that we uploaded at least twice, and shipped it out to the wrong address again without confirming it with us. My partner sent them a rather snappy email with the updated address so hopefully we can get the sheet and not have to deal with this anymore.

What's the deal with this? Is their customer service always this bad? I like these sheets but this is really turning me off from ever buying Brooklinen again.

Writing this to warn others not to use this company. I was a big advocate for them when I first bought in 2020. When I bought they had a lifetime warranty, I had an issue with my sheets less than a year and was told to return the sheets and I will get store credit for a new set replacement no issue. Great! Now 2024 my replacement sheets have started to shred and developed a few holes. I reached out and explained I bought sheets with a lifetime warranty and they refused to honor since technically these new sheets are 2021 sheets that don’t have a lifetime warranty. The guy told me “I’m going to be frank with you, we don’t honor that lifetime warranty anymore” Not only is their product crap but so is their customer service. Don’t listen to the ads by celebrities or influencers saying this brand is good. They suck and are fraudulent by not honoring the warranty sold with their product.

First time brooklinen customer.
Got a gift that included a full bed sheet, extra pillowcases and a duvet cover.

Washed everything before using it and one of the pillowcases came out of the wash ripped at the seam.

Contacted customer support only to get the run around.
They wanted the email address if the person who placed the order.
I couldn’t understand why I couldn’t just get a replacement with the gift receipt. They stated it’s their policy but I feel their policy is dumb.
Guess they thought I was a porch pirate, but I refused to bother a friend who went out of their way to gift me something that she thought was a quality item only for them to refuse to replace unless I give them her email address.

Anyone experience this with Brooklinen?

So I've been on a quest to make my bed as comfortable as possible.. I bought a set of brook linen luxe sateen sheets + comforter, it came the other day.. slept on it a few nights now (i washed them once) .. The comforter is nice.. enjoying that. However the sheets, feel a little rough to me? They feel a bit dry and sort of rough.. its still nice in a lot of way but I was expecting more. The pillowcases too, I want my face to be on something thats super soft and slippery.. so I just ordered silk pillowcases. I feel like its not good for my face skin to be on a dry/slightly rough surface all night.

I want really nice SOFT almost slippery and COOL sheets as I tend to sleep a bit hot.. what are some good options? Maybe the brook linen sheets will get softer over time and more washes?

I've tried doing some research for bedding and while I'm leaning towards Brooklinen, their Yelp and Facebook pages are absolutely full of [very] bad customer experiences.

https://www.yelp.com/biz/brooklinen-brooklyn

https://www.facebook.com/Brooklinen/

anyone buy from them within the last month or so? good or bad experience?

I see the wonderful reviews on Forbes, GoodHousekeeping.com, and other media outlets. But my experience has been different. I got the linen sheets. The sheets them selves are coming apart after 3 months. I assumed that the hype around linens were bogus since these were my first pair, but now I think the hype is about Brooklinen and that they’re just not as good as they claim to be. Maybe they’re just over-marketed crap?

Does anyone love their Brooklinens?

Hey All,

I'm in the market for sheets and have been eyeing Brooklinen for some time (the move-in bundle basically has everything I need). My hesitation is buying something I'll be sleeping on that I can't touch or sample beforehand. They have an overwhelming amount of positive reviews online from forums and articles but I worry about their aggressive marketing strategy and how truthful these reviews really are. I'd like to ask some of the folks here to again recount their experiences with Brooklinen. How long have you had them? How do they feel? Would you buy them again? Thanks for any and all help guys.

Brooklinen sheets are over-marketed instagram garbage.

I bought a set of their sheets in August "Classic Percale Core Sheet Set - Last Call - Queen / Peony". I thought the color was the main reason these sheets were on sale so I thought lemme give it a go. I have purchased 3 sets of Parachute sheets which I love but I wanted to see if there was a "true" difference. As soon as I opened the box from Brooklinen, a rancid overdyed smell. Later on I figured out the smell was Sodium Carbonate Na2(CO3) also called soda ash. Because these sheets were on sale ,apparently their return or exchange policy is not applicable. These sheets are so stiff even after washings. I contacted them to maybe try and just exchange but the sheets because I actually thought they stood behind their product... this is the response I got from the chat:

3:54 pm Brooklinen Online Chat Associate:

Hi XXXXXX! Thanks for reaching out to us.

3:54 pm ME:

"I have bought several packages of sheets from Parchute but wanted to give this brand a try. I know that returns are not offered for on sale items but I received really smelly and uncomfortable sheets I was about to give these to the local animal shelter because I have only used them once and they are not comfortable. Before i donated them though I was like maybe Brooklinen actuall they do stand behind their product... These were just so shockingly bad. I was really disappointed. I don't know if it is the dye that was used. Just the smell alone was awful."

3:54 pm Brooklinen Online Chat Associate:

I'm sorry to hear that the Sheets didn't work out for you. First, I wanted to give you the peace of mind that all of our Sheets will soften with each wash. Usually, just 3-4 times will do the trick! Alternatively, a gentle fabric conditioner added to the laundry can help speed the process along and should help if there's any kind of smell. You can also try airing them out or line dry them if possible" "

3:58 pm ME:

"I have tried that.Many times I washed them with fabric softener and they don't smell as bad but just feel like sheets I would buy from amazon shipped from a low quallity seller"

3:58 pm Brooklinen Online Chat Associate:

"I see. Our warranty covers all manufacturing defects as long as some proof is provided, but at this time we have no way to verify the smell that you're describing. We won't be able to offer a replacement or a refund on this order. We really appreciate your understanding here. If you're interested in giving another one of our products a try, please feel free to use the code 4XXXXXXX2CR for 20% off your next order."

My experience with Brooklinen’s customer service has been deeply disappointing. The fact that they block reviews on many platforms is so telling. Despite taking meticulous care with my laundry - always washing cold, never using bleach in my machine ever, and never once having another item discolor - the dyes on my sheets ran barely two months outside the warranty window. Instead of acknowledging the issue, I was met with a condescending list of “laundry tips” and a token 25% discount offer, as if that somehow compensates for a premium product failing prematurely. For a brand that trades on quality and reputation, this response was frankly pathetic.

Edit: Forgot the first point at which I noticed that their sheets were subpar which is that the elastic became weak after the first wash.

To those who are suggesting that this is the result of a skincare product, I do not use any.

I have purchased several sets of brooklinen percale sheet sets and down pillows over the years, and always loved the quality. The pillows especially have been a favorite. It’s been about 2 years since I ordered anything and I decided to grab some new plush down pillows and wow. They are horrible.

I actually cannot believe how bad they are, especially considering the HUGE price increase in all of their merchandise since the last time I ordered. They’re totally flat, nothing “plush” about them. What an absolute rip off.

Are there any hot sleepers that have percale recommendations for sheets and suggestions for down pillows that aren’t flat straight out of the box? I’m at a loss.

Hi friends! I'm in Colorado and hoping to get some direction on an issue I'm encountering regarding honoring a warranty.

So in September of 2018, I purchased a sheet set from Brooklinen (don't do it, folks, they're cheap and wear out). A big reason I purchased from them was because they had a lifetime warranty -- if the sheets wear out they send you replacements. I've had to call in this warranty maybe 2 or 3 times since then. The problem is that they eliminated this warranty program in 2021.

There is little existing documentation left anywhere on this warranty, with one exception in their FAQ:

"Are my previous purchases covered by the previous warranty program? All orders placed on or prior to January 21st, 2021 are covered by our previous warranty policy. All orders placed on and after January 22nd, 2021 are subject to our updated warranty program. We really appreciate your understanding here!"

I reached out to customer support yesterday seeing if they'll still honor the warranty, even though it's not around anymore (was not aware yet of the above FAQ). I've attached screenshots of the conversation. The Tl;Dr is that they :

• "don't want me stuck in the cycle of replacements, so they want to either refund me or give me store credit instead

• when I asked about warranty documentation, they refer me to the FAQ

• when I asked to see documentation that shows they can choose to refund or provide store credit instead of the actual warranty of replacing sheets, they tell me that's not available at this time (lol)

• and we talk in circles on this the whole time.

The customer service worker says they'll send it to their Operations team, and then later the same worker responded saying that they aren't able to offer the replacement at this time.

I realize that this may seem stupid to get pissy about, but I bought these BECAUSE of the warranty and this feels like they're trying to provide an alternative that gets them out of providing any more warranty claims from me in the future. I'd understand if there was more text in the warranty that says they can choose to this instead...but that FAQ is it.

Not gonna go through lawyer fees for $130 sheets, but I'd like to keep them honest if I can (and get some new goddamn sheets).

TIA!

[[transcript of messages with customer service folks]]

BL is Brooklinen

4:19 pm (BL)

By using this chat, you agree to Brooklinen's Terms of Service and Privacy Policy.

Hi Katherine! How can we help you?

4:20 pm (Me)

Hi there! I bought sheets from Brooklinene waaaaay back in 2018, when there was a lifetime guarantee on the sheets (order #BL784916409180). I know that guarantee isn't around anymore, but is there any way you'll still honor that? Here is an image of the rips. Thank you so much for your help!! :-)

4:21 pm (BL)

Thanks for letting us know! We'll be with you shortly. Is there any way to get a replacement instead? The most recent sheets lasted a lot longer than the ones before! Totally understand if that's not possible though. I don't have access to that card anymore, let me see what bank it was through

4:22 pm (Me)

Hi (Service Person #1)!

4:22 pm (BL)

Hi (panda)! (Service Person #1) here

I'm so sorry to hear about that! I'm so sorry to hear that you've had another issue with your Luxe Sheets. We definitely understand the frustration and don't want you to feel stuck in a cycle of replacements, so at this point, we'll be able to honor our warranty in the form of a full refund for this product. Please let me know whether you'd like your refund processed to your original payment method -- a credit card ending in 8390 - or as a store credit gift card, and I'll make it happen.

As a heads up, if you no longer have access to your original payment method, you'll need to either select store credit or contact your credit card company to receive the refund. We, Brooklinen, are only able to refund the original payment method.

4:25 pm (Me)

Is there any way to get a replacement instead? The most recent sheets lasted a lot longer than the ones before! Totally understand if that's not possible though. I don't have access to that card anymore, let me see what bank it was through

4:26 pm (BL)

We won't be able to send another replacement, no. If you're unable to get your bank/credit provider to transfer the funds from your old credit card to your current account then a store credit would be the best option.

Are we still connected, [[panda]]?

4:30 pm (panda)

Store credit would be great! Thanks for your help

4:30 pm (BL)

Thanks! I'll request for one to be issued. You'll receive your store credit via email in the form of a gift card. Can we send it to [[panda's email]]?

I see that you've stepped away, I'll close this chat in that case - please feel free to contact us if you need further assistance.

4:33 pm (Me)

Hi again! Would you also be able to provide a written version of the old warranty? It's more or less been wiped from the internet, and I'd like to take a look before confirming the credit :-)

4:34 pm (BL)

Hi Katherine!

You can reference our FAG ((author's note: their type-o, not mine)).page for our warranty - here's a statement about our old warranty

https://www.brooklinen.com/pages/f aq?a=Are-my-previous-purchases- covered-by...

Is there anything else I can help you with?

4:36 pm (Me)

Hi there! Thanks for sending that my way

It does say that purchases prior to that date in 2021 are covered by Brooklinen's warranty

4:37 pm (BL)

Yes, all orders placed before 1/21/2021 fall under the old warranty. However, for your order BL784916409180 - it would be your third time receiving a replacement and to avoid that we'd honor the warranty by issuing you a refund. In this case, we'll be issuing a store credit.

4:39 pm (Me)

Is there a written part of the warranty that provides that as an alternative option that I could view?

4:40 pm (BL)

Not at this time.

4:42 pm (Me)

I'm confused then, why cannot use the warranty to replace the sheets as I have before if there is not a written policy amending the policy on the FAQs that you shared with me?

4:43 (BL)

This is just so that you're not stuck in a cycle of replacements - this is why we're unable to issue any more replacements and you've been given the option a refund or store credit to honor this warranty.

4:44 pm (Me)

I do appreciate the store credit to replace, but this comes across as a corporate way to get out of the warranty (which, if I take a refund or store credit, will also disallow me from using the lifetime guarantee in the future). A cycle of replacements seems exactly like what the warranty was guaranteeing when the sheets wear out.

4:46 pm (BL)

I totally understand where you coming from and thank you for your observation. You'll receive your store credit via email within 24-48 hours.

4:48 pm (Me)

This is not an observation, this is a firm request to honor to original warranty.

I do not wish to have store credit, I wish to have the original warranty honored

4:48 pm ( BL)

I'm sorry but we won't be able to issue another replacement.

4:49 pm (Me)

I'd like evidence of the policy that shows an amendment of the one listed on the site.

4:49 pm (BL)

You can browse through our Warranty Policy on our FAQ page here

https://www.brooklinen.com/pages/f aq?g=Warranty.

4:50 pm (Me)

Right, and this is what the warranty says [[sends screenshot of the page service rep sent, the one that says they still honor pre-2021 warranties]]

"Are my previous purchases covered by the previous warranty program? All orders placed on or prior to January 21st, 2021 are covered by our previous warranty policy. All orders placed on and after January 22nd, 2021 are subject to our updated warranty program. We really appreciate your understanding here!"

4:52 pm (BL)

Yes, that's correct!

4:52 pm (Me)

My sheets were purchased in Sept of 2018 [[screenshot of order number and order date]]

4:53 pm (BL)

I've already advised you that we won't be sending another replacement and I've requested for your store credit to honor the warranty. I'm so sorry that this isn't the outcome you expected.

4:54 pm (Me)

I know you have already advised this, but there is no written evidence of why you will not honor this warranty based on the evidence you have shown me

It's more than not the outcome I expected, it is dishonest. I realize you're repeating what the company is telling you to, but this is simply not honoring what all documentation has said.

Will you honor a replacement credit in the future if these sheets wear out?

4:55 pm (BL)

Based on what I've advised you previously, what I'll do is bring your case to the attention of our Operations team and they'll provide me with feedback.

Please note that this doesn't guarantee anything.

I'll get back to you within 24 hours via email for the latest once I've received feedback.

4:57 pm (Me)

Thank you, I appreciate that!

And your patience with this. I know it sucks to be on the other end of this, the people above you just need to be accountable for their guarantees

4:57 pm (BL)

Great! Thanks for chatting, (panda)! Please don't hesitate to reach back out if you need anything else.

I then received this follow-up email today:

BL:

Hi (panda),

Thank you for your patience!

I've received feedback from our operations team, and at this time we still won't be able to issue a replacement. Please let me know if you still prefer a store credit (gift card) or if you'd like a refund to the original payment method (credit card ending in 8390).

As a heads up, if you no longer have access to your original payment method, you'll need to either select store credit or contact your credit card company to receive the refund. We, Brooklinen, are only able to refund the original payment method.

I'm looking forward to hearing back from you!

Best, (service person #1) Customer Experience Specialist

My Response:

Hi (service person #1),

Thanks for checking in with the Operations Team. Are you able to connect me directly with someone who can explain why the warranty is no longer being honored as-is on the website even though there is no alternative documentation explaining why that wouldn't be the case?

Thanks!

Warmly,

(panda)

BL:

Hi (panda)

Thanks so much for your reply! Brandon here taking over for Duncan. I'm more than happy to help!

I've reached out to our team to find the best solution here. Please allow 24-48 business hours. As soon as they get back to me I'll be able to let you know the next steps forward. I appreciate your patience here.

Please let me know if you have any other questions!

Talk soon,

Service Person #2 Customer Experience Specialist

If I can't do anything, so be it, but I thought I'd check first

I fell for their ads and splurged and have loved my sheets for just under one year. Took them out of the wash the other day and when making the bed noticed they are totally wearing through the middle of the fitted sheet, almost a hole. I emailed them and they were actually great and offered a full refund since the color is out of stock in queen. Problem is, I’m difficult, and my room matches perfectly. This is the color I neeeeeeeed. They have no idea if it will ever come back in stock or not, and told me to wait a little and see. But I most likely don’t want the same, because of this happening, especially at the price.

Any recommendations on high quality sheets in this terracotta/rust color would be so appreciated! Doesn’t have to be linen, I’m open to anything dreamy and soft and comfy.

I’ve gone through several IKEA duvet covers and thought I was finally investing in a more lasting option with Brooklinen. I love how they feel, however the fitted sheet ripped pretty early on and maybe a year later I got around to contacting their customer service. They were awesome and replaced it. Now 3 years later the duvet also has a rip which is now gigantic. I can’t bring myself to contacting customer service again but I’m now pretty hesitant to use them again since I’ve had 2 issues. I expected more after shelling out more than my previous max of $50. Has anyone else had problems with these or higher end bed linen? Should I not expect them to last that long?

Currently using the IKEA Vararat Duvet cover which I took back from the guest bedroom. That thing won’t die and still feels alright. I just don’t love the pattern. I do love the fact that it has a zipper because while I’m ranting about sheets, I would like to add that it really seems like all pillow covers and duvet covers should have zippers rather than ties. I hate the stupid ties and even with buttons the bottom tends to bulge out.

I bought a luxe sateen duvet cover and pillow case set a few weeks ago. They feel thick, high quality, and are soft and cozy, so I don't understand why people on this sub don't like them? Do they fall apart quickly? I am so so picky with sheets and these have met my expectations so before I buy 1 more set, I'm curious to know if there's anything I'm missing.