Rough Linen Avis 1 536

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.

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.

I placed an order on 11/27 for some pinefors for Christmas gifts. I received a confirmation and my cc was immediately charged. I've sent 4 emails to their customer service and have not received a singele response. I looked-up and tried 3 phone numbers for customer service, all seem to be disconnected/non functioning. Still nothing received as of 1/2, 5 weeks since the order was received.

In the past 9+ years I have recommended this company and its outstanding products to many clients. Sadly, this experience has greatly soured my opinion and I will not be recommending their products in the future.

Never received order. Emailed customer service, and never received response.

I placed an order 11/27 and still haven't received it, nor rcvd any replies to my many email inquiries. Phone number no longer works. I also returned an item in early November and have not received any communication or credit for the item. Many similar comments to mine on their social media pages.
I would give ZERO stars if I could.

Like so many others I haven’t received my order. Have contacted them via email and just get..we’re a small company..sorry for delay..will notify you when order ready to ship. Nope..hasn’t happened yet.
Is this a legit company?

Product never shipped. Ordered on 11/26/2023. Product still hasn't shipped over a month later. Tried e-mailing twice. No response. Not seeing a phone number on their website. Will be contesting credit card charges if I don't hear back in another week.

[Update: From doing a little digging online, it appears that Rough Linen was acquired by Interweave). It also appears that Interweave acquired another home goods company, Snowe, in late 2022 (you can find this info about Snowe by doing a google search - it's on a website called "Business of Home"). And after that acquisition, it seems a similar pattern of events occurred - products weren't shipped (or were delayed), disconnected phone lines, etc. That company seems to still be in business a year later.]

It makes me very sad to write this review. I've bought many products from Rough Linen over the years (sheets, duvet, bath towels, napkins, tea towels, pinafores, etc.) and it has been one of my favorite makers/companies. But I placed an order on 11/21/23 and they charged my card, but my order never made it past the "pre-shipment" status.

On or around 12/19 or 20 (before I had seen any reviews posted here) I tried calling the company and the phone lines were down - I assumed that there were phone problems with their area or their phone service provider, so I kept looking online for another number to call. I found a different number and called it and someone answered (I believe it was the owner of the company). I was told that there had been a fire at the dye house and that they were having issues but she took my order # and said I would receive a status update the next day. I heard nothing after that call (nor did I hear anything after my email inquiry days prior).

What makes me particularly sad it that they are still running a social media campaign and sending marketing emails to solicit more orders.

Spent $350 2 months ago, never sent item, no response to contact, had to reverse charge on my card, this company is a SCAM

I ordered an apron for my daughter for Xmas. I ordered it on 11/27/2023. I received the confirmation that they had received my order and my card was charged. The website said 2 week delivery time. Of course, I am receiving a constant stream of promo emails. The best was "order by 12/1 to receive guaranteed Xmas delivery"! Anyway, I have emailed 5 different times asking re delivery. I have received 2 responses. "We are a small artisanal business. Please be patient!". That's great but you can't take people's money and then blow past any guaranteed delivery time. Obviously, Xmas came and went with nothing.

The company responded that they are happy I received my order??? I never received my order!! Seriously….

I placed an order with Rough Linen for what was to be a Christmas gift for my daughter on 11/26 (Black Friday weekend.) I have ordered from them on multiple occasions in the past, and have recommended their products to friends. I received my order confirmation quickly, and my credit card was charged the next day. I trusted their initial communication with me, which said, “occasional delays of one to two weeks may arise for select styles due to small batch production. Worry not, as we've fine-tuned our processes to ensure that your linens are meticulously crafted and dispatched at the earliest opportunity.”
When I had heard nothing back in two weeks, I sent an inquiry to confirm that we would have this gift before Christmas. Other than a canned response I received a no communication. I followed up with another email a week later, (again explaining that this was a Christmas gift and I needed to know.) No one from the company has contacted me. It is now December 23rd. I have received no response to my inquiries, and no tracking number. Looking at other reviews on trust pilot I can see that my experience is not unusual.
Initially, as a small business owner myself, I was quite sympathetic with the explanation of their being a small company hurrying to fulfill orders. At this point, however, I am beyond appalled that they appear to still be pursuing sales while not even communicating with customers whose money they have taken, and who were counting on shipments before Christmas. I now wonder if that initial email communication was just intended to delay any inquiries for a couple of weeks.
At almost 60 years old, I have never filed a dispute with my credit card company, but I don’t feel like I have any choice. I will be heading out this afternoon to try to find a Christmas gift for my daughter.
SHAME ON YOU, Rough Linen. Any reputable company would’ve been working overtime to at least communicate with their customers if they were not going to be able to fulfill orders. I will be taking my business elsewhere. If you are reading this review and have not yet placed an order with rough linen, I would suggest you skip this frustration and order from a different company.

Placed order on 11/23. It’s 12/22 and I have not received items. No response to multiple emails. The response email states that customer will be contacted in 2- 4 business days. That’s a lie. Email sent on 12/12 has not been responded to. 800 number is not in service. I ordered 1 apron for each member of my family for Christmas. It was the only gift they would receive from me and now I will have nothing to give them. I am so frustrated by this experience. Never again.

I expect to read an article in a few months about how the owner of this company decided to retire by selling as much product as possible, shutting down the business without fulfilling the orders, and fleeing from the US.

If you place an order, your card will be charged immediately. The order will not ship. Weeks and months will go by. You contact them by email, and they will not respond, except in an automated message promising a response in 2-4 business days. Four business days go by. You will send another message, to which they will also not reply. You may try calling, but the customer service phone line is disconnected. It appears they also have “moved locations” so the address on their website is no longer accurate. If you message them on instagram, you will receive an automated message asking you to send them an email. If you leave an instagram comment asking about your order or how to contact the company, they will delete your comment in 2 minutes. The only way to get a refund will be to report the fraud to your credit card company.

At the same time, you will receive marketing emails every day. They will continue to run promotions, raking in the cash for products they will not fulfill. They will continue to post on instagram multiple times per week.

To Rough Linen: If I'm wrong and you aren’t executing a fraudulent retirement scheme, this is the worst run business I have ever encountered. I have purchased from you before, but I never will again. The level of disrespect to customers to run a black friday promotion when you already have months of unfilled orders, and you know that you will not ship orders by the holidays (even though your website promises otherwise), then to make it impossible to contact your company, is beyond anything I have ever experienced. Please stop making promises you won't fulfill. Please start responding to your customers. Please give customers a way to cancel their unfulfilled orders besides emailing your unresponsive customer service department. Please stop replying to these reviews and sending automated emails with bs marketing language promising that you care about your customers. It is clear as day that you don’t.

I will be reporting this company as fraud to my credit card company, the FTC, the BBB, wirecutter (who has this company listed as recommended), and instagram. I'm geniunely concerned that the plan was never to fulfill these orders. Either way, this is unacceptable.

Ordered during Black Friday and 3+ weeks later, and numerous inquiries have gone without response. Shipping label created a week ago, however it remains in pre-shipment state. They had indicated a while back that they had moved to a new fulfilment center and even sent out "we're sorry" cards, and I thought they had gotten their issues worked out....seems like not. Fool me twice. Shame on me.

No delivery, charged my credit card, no answering e-mails and their phone is disconnected. I don't know what happened to this company...

Update: I never heard back nor received my order. Contacted my credit card company and they promptly issued a credit. Almost like they have heard all of this before and are aware of this scam company.
If I ever actually receive my order or hear from their customer service, I may update this review. I ordered an apron as a gift for my daughter's birthday back in November. Here it is mid December and nada. I've reached out via email twice, no response. Their phone is disconnected. This is really a bad way to conduct business. So disappointing.

I placed an order almost two months ago and still haven't received my order. It never shipped. I have written several emails and get an automated response telling me that they'll get back to me in 5-7 business days but that's obviously a lie.

placed my order on Nov. 27 and sent a follow up inquiry on Dec. 5.

As of Dec. 13, I have not received a reply to my email nor a notice of shipping. There is no phone number on their website or alternative way of contacting them.

I will not order from them again.

Purchased an item for around $400 in October 2023, credit charged. However, it's mid Dec and still have not received item. The company does not respond to emails, I've sent about 6 requesting status on my order. I submitted a complaint with the BBB, and the company hasn't responded to them. Their phone number does not work. I'm curious if they're this understaffed, and if so should have planned appropriately, or if this is a case of fraud. The company continues to post on social media, while leaving email inquiries unanswered.

UPDATE - Rough Linen provided a resolution response through the Better Business Bureau to refund my order, while also providing the king white linen bed skirt free of charge for the delay. It's been 5 months now, and I never received the bed skirt as indicated below.

Update 1/2/24
Let's take stock of the obvious, inexcusable rip-off going on before our eyes, & passively be pro-active !
A bigger voice, is a better, more powerful voice !!!
Go on FB & comment away !
Change that 2 or 3 star PC review to the ONE STAR so richly deserved !
(have you noticed that 'Rough' stopped commenting here ??)
Update your review too !
Even if you don't care about being stolen from & abused as a customer; please consider 'paying it forward' with the above ideas !
If one is ignorant & just goes to the Rough website directly & reads all the glowing reviews & sees the pretty pictures; they too will be potential victims.....

Update 1/1/24
Happy New Year
Guess you guys all love today's & the last couple 'personal' emails from Trisha ?
Or do they make you a little ill ??
What will you do ?
(for one, you can change your polite 2-3 stars, to ONE STAR, to lower the average from 3.7 & make the 1 stars a higher % !)
I'm contacting all known published articles about Trisha & telling them 'the story'
Most especially, some local ones & the 'Oprah's Best' '23, that Trisha mentioned yesterday
What more do you need to see ?
Unless she is under a rock or in a cave, she knows what's going on....
Believe nothing else !
Can you say fraud & collusion ?

Update 12/27/23
As mentioned, I live close to the FORMER Rough Linens workshop in San Rafael; that address listed here....
Now I have LOTS more info.....
Went there 12/14 & talked to her former next-door neighbor, the print shop....
Patricia Ann Rose sold her commercial unit (to him) & liquidated all her equipment & supplies (he bought a few items of equipment), and this happened at least NINE months ago !!
Rough Linens was bought by a company in India I understand....
Obviously they have no idea what they're doing, so clearly who knows what the FORMER rather expensive products will be like now, should they EVER deliver them...
(Not sure if she still lives in her longterm house very close by any longer)
Not sure if she was bought out in full or she's receiving payments
HOWEVER, Tricia is involved by negligence at minimum
On LinkedIn, as of late '22 she's 'Brand Ambassador', NOT OWNER !!!! hmmmm....
No mention of ownership change anywhere, & everywhere including MANY emails, 'she's' 'pitching' as if 'business as usual', tralalalala
So what do we do now & HOW ???
I'm happy to help
With diligent web searches one can see all the articles written about Tricia & all her info from various sources
Class action ?
Several small claims ?
How do we communicate ?
How about a Wordpress or ?
to be continued....
David

Now I think this is fraud !!
Like many other reviewers, really, really long wait times, far beyond what I was told
I have two orders pending ($2.2K total !), the first was purported to be shipped mid November, a month ago
Now, my second much larger order is also no show....
Lucky to get a response in a week, then it's totally vague....
In one email, since I'm close, said I'd pick up....
She said they moved.... hmmm....
You'd think a 15 year old company could plan for their orders & holiday staffing needs;
or, has the worst thing happened ?
And, almost forgot; no Veteran discount