Cariloha Avis 55

We purchased a split king mattress set and at the same time their Resort Sateen sheets on 3/14/2024. We paid $198.30 for the sheets (need to have our head examined). We did not use the sheets until about a week ago; well beyond their 100 day satisfaction guarantee. We did not wash them prior to putting them on and about seven days later I leaned on my elbow to roll over and heard a ripping sound. I found that the bottom fitted sheet ripped almost clear across the mattress. I called customer service and was told that they aren't eligible for replacement and that they would only give me a 30% off coupon. What a joke! We will never purchase anything from Cariloha again. They do not stand behind their products. I have never had sheets rip like this especially ones that are over priced like these were. I would give them a zero if I could especially for their customer non-service. They are not BBB accredited and have a "F" rating on the BBB website.

This was our third pair of Cariloha sheets — we’d been such a big fan of the classic sheets that we decided to treat ourselves to a pair of the Retreat Sheets and new towels when moving into our new house. We ordered the Laguna Blue and loved them. The color was a slate blue, perfect to match our new duvet and the sheets were so soft. We washed them straight out of the package with no issue. Upon our second wash, we ended up with a massive pink tie dye-esque stain in the middle of the fitted sheet, despite following the suggested care instructions.

I reached out to Cariloha regarding this and received a prompt reply stating that “Unfortunately, we are experiencing discoloration issues with the darker colors of our Retreat sheets. Our Quality Control team is currently working on the issue with our manufacturer” and were advised to switch to a lighter color sheet. We said okay and that we’d take the white instead but were surprised when the customer service rep said we’d need to mail back the defective sheets. We have a new baby so adding an errand to our list isn’t ideal, especially when it’s not a return out of choice, but because we had been sent a defective product. I’d understand if they said they needed to return them to the manufacturer for evaluation, but they never stated anything of the sort when corresponding.

The customer service rep was very short in their delivery and we weren’t completely satisfied with our options after receiving a defective product so we decided to return the sheets for a refund instead. I requested a prepaid label to return the sheets and was sent a plain address label with no paid postage. My husband and I were shocked that after purchasing a sheet set that costs $350 and having to return them due to a manufacturing error, the company wouldn’t offer to pay postage. I then had to take the time to call customer service and again ask for a paid label. The woman I spoke to sent me the paid label but could not have cared less that they just lost a loyal customer. I told her I was surprised how this was handled and told her we were loyal customers but it doesn’t seem like they care about customer retention and she just goes “okay, have a nice day”. Clearly Cariloha doesn’t care about their customers so they’ve lost what would’ve been customers for life.

Terrible customer Service. Because I previously loved the sheets from prior experience, I recently ordered their bed and bedding package with the expectation of White Glove delivery as advertised on the website. Instead, they shipped the bed by FedEx, who dumped it on the street, and I had to hire movers and pay over $100 to deliver it from the street to my apartment. The box was ripped and had no instruction manual, so there was no way to know how to assemble the bed or what was missing. For spending over $4.3k for a mattress, this was an unacceptable experience. I got run around for over a month and finally when I had time to deal with this got my points returned, but did not get proper resolution or acknowledgement that this is not the way to treat a customer. I cried after getting off the phone in frustration. Note, that I asked to speak to a manager to provide feedback, and they dismissed me that I should have known they would ship FedEx. I now HATE CARILOHA because of how they value me as a human being and former loyal customer. DO NOT BUY because THEY DO NOT CARE. Empathy matters!

Just to add, it is DECEPTIVE MARKETING to say White Glove Service for mattresses on the website home page, but not give the option to select this when the order is being processed. This needs to be corrected to be in line with other furniture stores (the customer service instead implies that it was my fault for assuming that it was included in the packaging even though it says White Glove Shipping on the home page).

They don’t offer free returns and that’s ridiculous. Cost me $17 to return items back to Cariloha. Cariloha sucks!

This company is full of lies and false promises. Customer service is the worst. Don’t buy online from them. Going into the store is fine. They caused me nothing but grief for 6 weeks while I waited for a baby item for a special holiday that I never, ever received. Still waiting for a manager to call me back from 2 weeks ago. Pretty sure they aren’t going to call. All they had to do was call me and make amends and I wouldn’t have left them a bad review.

I used to buy from them, but over the years the quality has decreased. Also, there un willing to honor there warranty. Very disappointed.

I would stay away from this company. They sent us the wrong mattress to us twice. Now were stuck with a $900 mattress that is junk

I have waited 4 months for a pillow I ordered, and it turns out the pillow was never even initiated to start. Thank god I still had the paper receipt because that was the only proof as they never sent email proof. They ordered at as soon as I asked for an update, but I honestly just wanted a refund after all of this. They were slow enough to get back that by the time they responded, it was too late. I am so mad that I am no longer even excited for my pillow which is sad because it was my birthday present to myself back in august when it was ordered

I have had cariloha sheets for years and love them! I recently purchased a split king bed with an adjustable frame. After only having the bed for 2 days I knew the split style was not for me. I called customer service and they politely walked me through the exchange process. It is disappointing that I have to pay for return shipping for the sheets, pillows and mattress covers as well as the 100 restocking fee for the bed. Will update once my returns are complete, but based on my experience so far cariloha customer service is fabulous.

I ordered the replacement sheets over a month ago and still have not received them. :(

Products are amazing, but they make a big deal about their rewards without sharing that, unlike other companies, the money you earn as rewards cannot be combined with any order that has discounts (i.e. earned rewards can only be put toward full price items). Given this is atypical, this should be disclosed more when advertising their rewards program as my motivation to use it has now gone away.

Cariloha is not honoring the warranty as promised for our sheets. That really leaves a bad taste in my mouth. Their product is not holding up as promised. I feel lied to and cheated. They are overpriced, and they under deliver on their advertised and promised warranty. I feel scam.

Received sheets as a gift from friend. Bottom fitted sheet did not fit cut wrong. NOT the height (thickness) that's fine. Says king but sizes closer to queen. Contacted customer service. Said can't help without receipt. It was a gift. Will not ask friend for receipt. That's tacky. Sheets are clearly marked with their tags. Not hard to identify. Terrible customer service. They do not stand behind their products. Steer clear my opinion.

Don't waste your money. They pill, and then develop holes. I tried several sets, all the same problems.

I washed all 4 sets (I'm a glutton for punishment, I guess) on delicate cycle with cold water, no spin and only one sheet set in the washer.

I let cariloha know each time and received a run around. Almost a thousand bucks down the tubes.

I purchased over $200 worth of bath sheets and hand towels. I emailed the company and received an auto response because the product were not from the same dye lot. Not even close the products didn’t match. After two weeks and no response so I called them. They sent me RA number and was told I have to pay for shipping to return product. They send defective product and want me to pay to send it back. Customer service is horrible. I’ll never buy anything from the again. Purchase at your own risk.

I have wanted a set of Cariloha sheets ever since I first saw them but thought they were too expensive. I recently found them for $150 at Costco and bought them. The sheets are very comfortable but after only 2 washings the fitted sheet developed a hole. I have never had this happen on new sheets. At least I can return them back to Costco.

I have used and Loved Cariloha sheets for over a decade. It was the standard sheet set but the I decided to ‘upgrade’ to the resort sheets. They are super thin and the worst thing is that after only 2 - 3 washings following proper care instructions, the fitted sheet began pilling. When I wrote to customer service, I got no service at all because even though I just began to use my sheets for our new home ( the move got delayed and so they were unopened I the original packing for over a year unfortunately), I was told the warranty expired and I’m out of luck or help from them. I read from another reviewer that pilling is not covered under warranty and that they suggested one of those tools to remove the pilling! For sheets well over $200 and this is the response! What I want to understand is WHY do they not care about their customers and their experiences of their products? This is a quality control problem. Never again. There’s plenty of other bamboo sheets out there that do not pill and are a fraction of the cost!!

For as much as I paid for the sheets, the service I got was extremely poor. I wash the sheets just like I was supposed to, once I put them on my bed a couple of pieces had some stains on it. When I called the customer service line I was asked questions that I clearly know the answer to, almost like as if I was lying. People that paid almost $400 in sheets don’t usually lie about how they treat their sheets. I believe her name is Stephanie. When I asked her if she could send me the new sheets first, and then I sent her the old sheets back, her response was “ don’t you have other sheets”? I had to hold back my response as I felt insulted. I love your product, but I think you should take a little bit more time and consideration on your customer service staff.

The store manager Richard was great. very knowledgeable about the products. we discussed some issues I've had with the last purchase of underwear from Cariloha. Also talked about upcoming fathers day specials. His worker Giovanni was nice as well, and assisted in my purchase. I've been a long time customer of Cariloha, I appreciate great products and great service!

Bought sheets and extra pillow cases on a vacation said they would be more then happy to mail them. So they did finally got half of the order which was wrong had to make a special trip to town to send back what they sent me. Finally got half the correct order. Had to call them again to get the rest of what I ordered. Finally over a month later got the rest which was not what I paid for! I’m over it! I will keep what they sent me and they can keep the extra money! They must need it worse then me! I will buy sandpaper and sleep on it before I ever purchase anything else from this company!

We bought the sheets with a LIFETIME WARRANTY! Purchased 02/22/2016. They will not honor the warranty as they now say it will fall under the 1 year warranty! NICE YOU PURCHASE AN OVERPRICED ITEM TO HOLD THEM TO IT …..CHANGE THE RULE AfTER YOU BUY THE PRODUCT! TOTAL SCAM GARBAGE COMPANY!!