Linen & Flax Home/Interior Design — Local services in Roswell

I wish I could recommend them, as I try to support local Roswell businesses, but I feel I need to share my experience.

I walked by the store this past January and saw a dining table I wanted to purchase. They encouraged me to let them sell me a new one, rather than getting the one off the floor which was covered in tabletop items they had for sale and would need to be placed somewhere else. They pointed out that a new one would be free of any scratches, and because they had one in their warehouse, it would only take a few weeks to receive. I agreed, and they charged my credit card for the full amount.

A week goes by, and they notify me I need to sign an order form before they can submit the order. The order form indicates it will take 10-12 WEEKS for the table to arrive. I understand that many furniture orders are taking a while to process because of the recent pandemic, but what about the one they said was in their warehouse? I should have just walked away at that point, but I decided to be patient and stuck with the order.

17 weeks later I haven’t heard a word about the status of the order. I requested that they cancel it and refund my money. They refused, stating that there are no refunds on “special orders”. To be clear: they did not state at the time they charged my credit card - and nowhere on the form does it state - that the table was non-refundable; only that CUSTOM orders are not refundable. The staff has always been upfront that ordering an upholstery item in a particular fabric would be considered custom and therefore non-refundable, which is completely reasonable. But there is NOTHING CUSTOM about this order. The table I ordered was exactly like the one on the floor I intended to buy in the first place and was presumably already sitting in their warehouse.

In my experience, they have shown poor customer service and poor handling of a straightforward transaction. I opted to purchase through L&F because I want to support a local business. But regrettably I can no longer support them and caution other would-be customers to seriously pay attention to my experience and those of other reviewers before giving them...

I would love to be able to recommend this store my friends but feel that I can't because of the lack of transparency from the staff on return policies. My wife and I spent close to $400 at Linen & Flax on a Saturday and decided that one of the pieces just didn't work in our home. They aren't open on Sunday so we figured we would return the item next weekend when we both had the time away from work. We went to return the item today and were informed that they only have a 48 return policy. This is very disappointing. Again no one told us as first time shoppers. Yes, I know it was in the fine print on the receipt but I think that if they are going to have such an abnormal policy it should be pointed out by the staff. Again wish would could shop here but such strict policy doesn't allow working couples...

first few words come to mind in dealing with this company-rigid, vague and not customer services friendly. i too feel like the $300 provided absolutely nothing and feel ripped off. arrogance as well a kind of take it or leave it attitude-which is never a good feeling to be left with-perception is reality so they may be growing but wont get far if the people think they are doing you a favor by even talking to you. it feels like young inexperienced staff hired as Chaz has too much going on to know what her name and business are really leaving a bad taste in people mouth-your staff and model of business needs...