Brooklinen Corporate Office — Local services in New York

Edit: Since my initial post, Brooklinen has reached out and corrected their mistake. While I'm very glad they did take care of the situation in the end, it stinks people need to post their bad experiences on here before being helped. See my initial post below:

I was not a fan of Brooklinen for a few reasons. I purchased sheets and matching pillowcases in Reverse Windowpane about 8 months ago. They were just recently torn and my "Lifetime Warranty" did nothing for me.

Aesthetically, the sheets and pillowcases looked fantastic. Brooklinen does a very good job marketing their sheets and presenting them in a very pleasing way. My expectations were completely met when I received my sheets and pillowcase.

On a sensory level, the sheets did not quite meet my expectations. This being my first 'luxury' sheet purchase, I had high expectations for comfort. Instead of feeling soft, they felt hard and waxy in a way. I don't know if it's some sort of coating they put on to help the longevity of the sheets, but they were not nearly as soft as I would have expected. I have certainly had cheaper sheets that were far softer.

My real issue came with construction and materials. I had no issues with my sheets for about 8 months. One day, my roommate's dog was walking around on my bed and his claw caught a loose thread in the windowpaning pattern of my sheets. The sheets ripped cleanly along the windowpaning, making a 90 degree tear that looked like a triangle. Obviously, I was furious. I went to Brooklinen's website and to my joy, their warranty appeared it would cover my sheets. I was apparently mistaken. Although the tear occurred from a thread in the windowpaning, Brooklinen wouldn't cover my sheet because it was caused by a pet (even though their instagram is littered with puppies swaddled in their sheets).

They then offered me 10% off and free shipping on my next purchase... which felt like a slap in the face considering they offer an even better discount for first-time buyers ($20 off at the time this is being written). But even if i did want to take them up on their offer, I couldn't even order my same sheets because they DISCONTINUED THEM. So the sheets that they sold me in a matching bundle with pillowcases can no longer be purchased.... what is the point of a lifetime warranty if i can't even get the same sheets I bought initially? I don't have the budget to buy completely new bundles every time a tear happens in one of my items.

TL;DR These sheets look nice but don't feel too soft and they tear VERY EASILY. Don't expect much from your "lifetime warranty" once your...

Online shopping with Brooklinen has always been an amazing "experience" from beginning to end. I was totally blown away by the huge array of beautiful sheets, the pins and the dots. Beautiful. It's linen too!

I found myself easing my way through Brooklinen's online store. I chose 2 sets of sheets, when to my delight, I was given a welcome savings and free delivery from the USA to Canada. I placed my order on a Saturday night, and my order was in my home by late Tuesday afternoon! That was fast!

I was away most of the summer, but before I left, the last thing I did was make my bed " a la Brooklinen"....something to look forward to when I came back home.

Moving along, I discovered I had knocked over a small candle.... I don't know.... things happen... and my top sheet was burned. I was crushed!

I resolved to thinking, I couldn"t be the only person who has needed some special attention to linen. I needed a new replacement top sheet to match one of the two sheet sets I had so recently purchased.

I went online and messaged Brooklinen. I received a really quick response from Chanell, telling me that yes, Alyssa would walk me through ordering a top sheet and she would take care of the order from there, as there were special packaging and shipping instructions involved.

No problem! Not only will my order arrive within 5 business days, but the care that goes into the enviro-friendly packaging and the sample laundry soap, the reuseable bag it all comes in, and the card they so thoughtfully placed with my order tells me they are proud of their product and they care about their customers, even after they ship the sheets! That is excellent customer service that went above and beyond any expectations I had. Brooklinen lifts online shopping to a whole new dreamy level.

Was I surprised? No, not really, because this is just one of things Brooklinen does best. It's their customer care. The linen just feels good all over! Oh what a feeling!

Honestly, I have never had an online shopping experience like this before. It was personalized, and that's the Brooklinen signature that I've come to know and love. I am sold on Brooklinen, and I am confident you will be too!!

Elizabeth Williams...

Over the years I've ordered multiple items from Brooklinen, as well as told friends and family about the company. They have great quality products, and I loved the brand. However, the customer service and communication for my most recent order has ruined them for me.

I ordered robes for my family as Christmas gifts in a pre black Friday sale they offered. I thought it would be great, and obviously I'd have them by the 22nd of Dec! As the date grew closer with no word I was concerned, so I emailed their hello@brooklinen email about making sure the order would ship on time. Days went by with no response. Finally an email my order would ship, great! Only it was a partial shipment, which did not contain any of the robes... So I decided to give their support line a call, however I was greeted with a recorded response they had disconnected the line because of all the calls. I was shocked...

My only option left was to speak with someone on their website, after waiting 30 mins I was connected, and had to wait about 5 mins between slow responses from this person. They told me that Black Friday and Cyber Monday wiped out their stock and robes were now back ordered until late December. But I ordered mine before either of those sales! So now I won't have gifts in time for Christmas for my family, and the best they could do was offer me a refund and cancel the order.

Again, they make a great product, and the stuff I have from them I love. But this experience with them has made me so disappointed and upset with the company. I've seen many of their competitors like Parachute advertised, and I'll be taking my future business there where hopefully they have decent customer service.

Edited: Quickly after this review Jack from their customer service department reached out and helped explain things and provide support on the issue. I'm still not getting my robes in time for Christmas, but it was appreciated he was quick to reach out and offer...