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alexchicago

Rough Linen Customer Service

10 years ago

We've had some posts lately about tepid to awful customer service so I wanted to comment on a good example.

I ordered a bathrobe from Rough Linen a week ago and it hasn't shipped yet. This was surprising because my sheets were delivered within 3 days of purchase, so I e-mailed the general help line to make sure the order was processed. Less than 10 minutes later, I had a personal e-mail from the owner (Tricia Rose) apologizing for the delay. They got slammed with orders and have been working to fill them ASAP. No BS, no excuses, just the facts.

Anyway. I'm a firm believer in publicizing both extremes of customer service and this was a good example. Plus, the RL product is just so dang good. Seriously, it will make you a linen convert.


Comments (15)

  • 10 years ago

    Always great to hear these stories and know who deserves our business and who doesn't.

    Alex Chicago thanked rococogurl
  • 10 years ago

    That is good to hear. I have always said that it takes the same amount of time & energy (but usually less ;) to say when we are happy, as well as not happy!

    Go Rough Linen!!

    Alex Chicago thanked larsi_gw
  • 10 years ago

    I wish I could take RL sheets for a test drive since they're so costly (of course, who wants to buy someone's used sheets if they're not liked! Yuck.

    But, you all make them sound so lovely . Just not in the budget this year. Too bad they don't use them in hotels.

  • 10 years ago

    I think a lot of the older folks here remember linen sheets....

    Design...I sleep on old sheets that belonged to strangers ..lol..beautiful and lovely they are.

  • 10 years ago

    I love linen sheets. After I slept on them in Italy I was completely sold. They are a bit spendy but I've convinced myself they were worth it because they will last so long. Warm in winter - cool in summer.

    I'm still trying to justify the expense of a Rough Linen pinafore. With shipping to Canada and the current exchange rate I'm looking at around $150 but they look amazing and should last forever too. At my age, if I wait much longer the darn thing will outlive me :-)

    Alex Chicago thanked Pamela Novak
  • 10 years ago

    I had recommended something to @Rococogurl offline earlier this week, which was to purchase the flat sheet from RL and buy a fitted linen sheet elsewhere (e.g. Linoto) since Tricia does not make fitted sheets. This got me to thinking about how I make the bed and what I really like about linen vs. cotton percale. The next time I make the bed I'm going to do a white, fitted percale sheet and one of my two RL flat sheets. This is in many ways the best of both worlds: crisp, cool, wrinkle free bottom sheet that stays put, and an airy, lovely, comforting linen sheet on top of me, where temperature control is critical. Both are white so it will still look presentable.

  • 10 years ago

    Very smart to combine Alex. See how that works for you. Don't see why it wouldn't be great.

    Unfortunately, RL doesn't have ivory, which is the color I would buy. I didn't love the Linoto ivory swatch.

    So I'm currently trying to talk myself out of this purchase. I definitely have more sheets than I need and I'm so happy with them.

    Don't understand why what others purchase gets as contagious as measles!

  • 10 years ago

    We've been using a fitted percale sheet and linen summer cover since May 1. The combination works well together. Nobody knows but us. :) I won't tell Tricia you're using a fitted sheet on the mattress.

    Alex Chicago thanked Michael
  • 10 years ago

    Roco - the RL "white" is ivory. Sign up (or call) for a sample card. They'll send you swatches of all their linen. (PS - if you accidentally use bleach on your Rough Linen pinafore, it will turn WHITE.)

    Alex Chicago thanked Debbi Branka
  • 10 years ago

    Since linen is an investment you should do exactly what your doing Roc, research, and find what's right for you.

    I also prefer good percale, crisp and smooth, I received the sample card from RL and I highly doubt I could make such a change in my bedding. The smooth white, think that's what its called is smoother than the others on the sample, yet a huge difference from percale. Maybe I've just used percale to long to be able to adjust to any difference.

    Good luck on your research Roc. Have a feeling your right about the Italian linen, not that I've felt it, I'm just judging it by many photos.

    Alex Chicago thanked mamapinky0
  • 10 years ago

    I haven't gotten my robe, either.

  • 10 years ago
    last modified: 10 years ago

    When visiting Au Lit Fine Linens in Toronto we subscribed to the email list. A recent email is tempting me to buy some Italian woven Egyptian cotton percale, sewn in Canada. I especially like the fitted sheet made for my 10" latex mattress. A bedding vendor that pays attention to how a fitted sheet fits deserves my business.

    The exchange rate is favorable and free shipping to states may lure me in today.

    Fine Linens

  • 10 years ago

    Great source Brushworks! Those sheets look beautiful.

  • 10 years ago

    They indeed look beautiful; love the conservative embroidery on some of the variants. The only thing that made my antenna refocus a bit was the "800 thread count" percale. Seeing that always makes me question the truthfulness of other claims. Let us know if you buy!