Linen Chest - Lasalle — Local services in Montreal

EDIT - 2021-11-24

PLEASE SEE RESPONSE FROM OWNER considering that the staff never bothered opening the item to inspect Considering the floor manager who was there didn't seem to care about our concerns and left her poor cashier to fend for herself and considering we sent pictures to the customer service team proving it was in the same condition we purchased it only further proves that there is zero respect for customer loyalty or satisfaction. Again. I am only one person who holds zero stock in your company but I can guarantee that I am never going suggest anything from your company to any of my friends or family. I am seriously not happy with the copy/paste response and hope someone somewhere reads this review and realizes this is not ok.

After nearly 30 days – of course very near the return policy deadline… - we received a VERY disappointing answer from your customer service regarding our request for a refund/return.

The original request is below your very disappointing answer.

I understand that I am simply one person, but I can assure you that neither I – or anyone in my family or friends circle – will ever buy from your company again. I am truly disappointed,

« When we received your email we proceeded to contact the store about your return. In the store, they denied the return, they were following the return policy for this item. The mattress topper return policy was not expired however our policy does state that items must be unwashed and in unused condition. We apologize we cannot offer you a refund or exchange.”

Original request (date Monday, October 25th – after trying to return the item at the Lasalle store)

On Wednesday, October 20th, we purchased a mattress topper from the Linen Chest location in Carrefour Angrignon in LaSalle, QC.

The mattress topper is a king size Microfibre Poybed.

It was on sale for 209.95$ and with taxes came up to 241.39$.

Note: this mattress topper had previously been returned and was no longer in it`s original packaging – it was in a Linen Chest box with the tag taped to the front.

When we purchased the mattress, we specifically asked if the mattress topper was returnable and were assured that it was.We took the mattress home, opened the box, placed it on our bed, put a clean sheet over it.We then sat on it, and realised just how “puffy” it was, and it was simply not a good fit for our situation.We repackaged it that evening (put it back in the box). We had it out approximately 20 minutes.However, when we brought the topper back to the store on Sunday, October 24th, the staff – cashier and floor manager – refused to accept the return and give us a refund, stating that we had tried the item and that it was non-returnable.

Now, here this is an issue.

When we originally purchased the item, not once was it mentioned that we could not “try” the item – We didn`t sleep on it. It was out of the box for about 20 minutes. We put a sheet on it, sat on it and decided not for us.We were never offered to “try” the topper at the store. We did not know this was an option (had we known, we would have tried it out and not have to carry this huge box back and forth…)The website and bill both state that items are refundable within 30 days of purchase – we bought this last Wednesday.There was never any mention – online or at purchase – that this item would not...

In short- Terrible customer service, the business as a whole, not just this store, echoing a lot of recent 1 star reviews. Don't buy their blinds, either off the shelf or their bespoke service!

Long story- bought a blind for $200 which broke after 6 weeks. Had to fight for a refund as "it had been used" but eventually got one thanks to the store manager and agreed to try their bespoke blind fitting service. The service rep was initially good, we bought three blinds totalling $2000 in a 40% off sale and were prepared to wait the 6-8 weeks for delivery (during which time we had no blind due to the previous breakage). Two were nice but the third and most expensive ($1000) had several defects and wouldn't fully close. They agreed to make a new one but would not remove the old one, nor deliver or fit the new one, requiring a lot of extra effort on our behalf even though this was a fault of the company not ourselves. We have a newborn baby and the back and forth emails and phone calls were taking so much time we agreed to collect it and fit ourselves. Went to the store to collect and they won't let us take the replacement without paying full price for it. Tried calling the sales rep ourselves as the staff wouldn't help, but no response through multiple channels. Left without the blind having returned the broken one, so once again we have no blind, nothing to show for $1000 spent and no idea when this will get resolved. Take your business elsewhere unless you want to waste a lot of time in an endless saga of terrible customer service. Avoid...

Preface : I had terrible experience with the linen chest website and customer service head office (feel free to see my extensive review on linen chest head office on google maps).

I went to the st Catherine store, bad service, employees didn't seem to care or help. Even when I called and in person.

Mandy (from bedding) ended up taking my call for plates (not her dept) but helped me. She told me to see her when I came in the store for some faulty products I purchased and we went through boxes together to find the best ones. She also was extremely knowledgeable in all things house (even down to how some items are manufactured) and some clients came in and were definitely regulars and came to her specifically to ask for questions. She definitely went above and beyond, which I appreciate, not only after being dismissed by head office customer service and linen chest st cat, but just in general. I know a good person/employee when I meet one. But overall all of the staff I interacted with there were kind and courteous...