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’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.