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.