Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased items from this company under a lifetime warranty. They have since changed the warranty and will no longer honor it even though that was part of the reason I purchased from this company.

  Business Response

  Date: 08/18/2025

  Hi ****, 

  Thanks for messaging us. I've taken a look at your communication history with us and I'm seeing that we've honored the lifetime warranty for you in the form of a refund for the cost of your item on August 14, 2025. As such, no additional action is needed from our end. 

  If you need anything else, please feel free to reach out to us again via email. 

  Best,

  The Brooklinen Team

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact them for two days with no response. Stained sheets.

  Customer Answer

  Date: 08/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Brooklinen, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *** ******
  

• Initial Complaint

  Date:07/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/25/25 I ordered sheets costing $185.92. The money was withdrawn from my account on 5/26/25. Product was supposed to be delivered in 7-10 days. On 6/8/25 I received a notice that the order was being held up due to an exception. At that point I assumed that the sheets would be sent as soon as that was resolved. I have been on vacation a couple of times since then, but figured the sheets would arrive while I was gone. However, they have still not arrived. I contacted the company yesterday and was told the product was sent, and the holdup was on the delivery company and that it was my responsibility to track the shipment with that company. I informed the representative that I did not have any information regarding the shipper. She said she would send that information to me via email as we were speaking. 24 hours later and I still have not received that information. I also do not believe that I should be trying to track down their merchandise. They have had my money for 6 weeks and they should be trying to find the merchandise, not me!!!At this point, I would just like to receive my money back and let them deal with getting their sheets back! Any help you can give me would be greatly appreciated. Thank you in advance.

  Business Response

  Date: 07/11/2025

  Hi ****, thanks so much for letting us know about this. I've taken a look at your tracking information and see that your order was lost by the carrier. We're very sorry this happened, and we've reported it with the carrier so this doesn't happen again in the future. I've also issued you a full refund for your order. You should be receiving a confirmation email shortly if you haven't already. Please feel free to reach out to us again via email if you need anything in the future. Have a great day!

  The Brooklinen Team

• Initial Complaint

  Date:04/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company gives very strong scam vibes. I get multiple texts from them every single day with random links and advertising discounts for, what I am assuming since I have never shopped there before, are crappy, ********made products. There is NO option to opt out of these annoying texts and this has been ongoing for at least half a year. Every. Single. Day. I hope any pray that thus company is shut down or bankrupted for its terrible business practices. Beware to anyone who is thinking of shopping at this company.

  Business Response

  Date: 04/29/2025

  Hi *****, thanks for writing in. If you'd like to unsubscribed from our ************** all you have to do is reply "stop" to one of our texts and you will be automatically unsubscribed. Alternatively, you can reach out to our support team at ******************************** and they'll be able to help you.
  
  Also, I want to clarify that our products are not made in *****. We take great pride in the quality and craftsmanship of what we offer, and we think youll be pleasantly surprised by what you find. If you have a moment, I'd encourage you to browse our website, you might find something you like!

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered sheets online. Within 7 minutes I reached out to the business telling them I selected the wrong color, and to cancel the order. They said this is not possible the item is non refundable and there is a $10 return charge. Theyve gone non responsive. I told them to cancel the order, I dont want it, they are forcing this item on me. If I walked into a store and bought it, then walked back in 7 minutes later to return it, then it would be ok. They are using the online order as a manipulation tactic to force me into purchasing an item that Im not interested in.

  Business Response

  Date: 02/21/2025

  Hi ****, 

  I've taken a look at your correspondence with our team and I'm seeing that my colleagues responded to your messages with accurate information about our policies. We are not able to change an item within an order once it's been placed, and we are only able to cancel an order within a very small margin of time after the order is placed.

  That being said, our team placed your order on hold so it could be canceled by another team member with the capacity to do that, and your order was canceled and refunded shortly afterward.

  To that end, I don't believe there is anything further to be done about this situation from our side. If you need anything else in the future, please feel free to reach out to our support team again. 

  Best,

  The Brooklinen Team

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 1/6/2025, I ordered a towel set from Brooklinen( order # ***************). The price was $59.43. The towels arrived fraying and substandard. I immediately called and asked for an exchange. I was refused because my order was "Last Call", meaning no returns. I explained that I was asking for an exchange, since the towels were not as described. They refused but agreed to have a supervisor call back in an hour. They did not.I am asking for an exchange.

  Business Response

  Date: 01/16/2025

  Hi *****, 

  We apologize for the delay in hearing back from our team about your request to exchange your items. I've taken a look at your communication history with us and I see that we did get back to you about this a few days ago via email and you have already initiated the exchange process. When you go to place your new order, please make sure to reach out to us again and we'll gladly issue a refund for the return fee. 

  Have a great day!

  The Brooklinen Team

   

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely unfortunately, I signed up for messages from this company - Brooklinen. When I began receiving far too many messages, via *****, I removed the company from my ***** contacts. Their messages are identified with +*****. I also blocked them. Despite this, I am still receiving unwanted messages! What is WRONG with this horrible company? I have a screenshot taken today, Sunday, 22 December, around 9:00 in the morning.

  Business Response

  Date: 01/02/2025

  Hi ******,

  Thanks so much for sending us a message about this. I apologize that you haven't been able to unsubscribe from our list to this points, and for any trouble this may have caused you. First I'd like to confirm that if you a re unsubscribed form our marketing lists, you should not receive any more messages, and we do not send messages to any number that has been explicitly unsubscribed.
  
  I will admit that I've never seen anyone be subscribed to our marketing through their Skype account, so your situation is a bit out of the ordinary in that sense. I've checked your phone number on record and can confirm that it is unsubscribed, and you should not be receiving our texts to that number. My best guess as to what is happening here is that your ***** account has a different phone number being used, and that number is still subscribed. As far as finding you a solution, you have a couple of options. The first would be to manually unsubscribe by responding "STOP" to any text message from us. Once you do so, you should immediately receive a confirmation that you've been unsubscribed. The second option would be to block our phone number in Skype. I know you've already removed the contact from your Skype contacts list, but blocking it would ensure you don't receive any more messages. Lastly, if you find that you still are having trouble after trying those options, you can feel free to reach out to us via email at ******************************** and we will be happy to help troubleshoot with you. 

  Have a great rest of your day!

  Best,

  The Brooklinen Team

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep disappointment with how my warranty claim for Luxe Pillowcases purchased in 2016 has been handled. These pillowcases were heavily marketed under your lifetime warranty, which was a major factor in my decision to purchase and support your brand during its early years.Despite being eligible for replacement under the lifetime warranty, *** been offered a store credit instead. This credit does not cover the cost of new pillowcases due to significant price increases, leaving me to pay the difference. This feels unfair and contradictory to the original promise of free replacements for defective items.Ive already replaced the pillowcases twice, demonstrating their quality issues over time. A store credit is not an acceptable substitute for a replacement, and this experience leaves a poor impression of Brooklinens commitment to its ************ an early supporter of your business, I expected better treatment and adherence to the warranty terms. Please honor your original commitment by replacing the Luxe Pillowcases as promised under the lifetime warranty.

  Business Response

  Date: 12/13/2024

  Hi *****, 

  Thank you for reaching out to us, and Im sorry to hear that you're disappointed with the resolution of your warranty claim. I completely understand how important it is for you to have your product in great condition, and I want to ensure we clear everything up for you.
  
  To clarify, our previous lifetime warranty covers up to two replacements for any amount of time after the purchase date (hence, lifetime). However, we do understand that the term lifetime can sometimes be interpreted in different ways, including "unlimited" which was not the intention when it was created. As such, we are not able to offer a replacement in this case, and we apologize for any confusion our policy may have caused.
  
  That being said, I understand that you may not have understood the nuances of the policy when you purchased your item, so we've asked one of our Customer Experience Supervisors to reach out to you with a solution. They'll message you via email and help you get a refund for the difference you paid for your Pillowcases.

  As always, if there's anything else we can help with in the future please feel free to reach out to us via email or phone. We hope you have a great day!

  Best,
  
  Brooklinen

  Customer Answer

  Date: 12/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order #*************** around this time last year in advance of my parent's visit to ********** for the Christmas Holiday. These towels were for Guest Bath towels for my parents who come in town from ****** only 2-3x a year. Since then, these towels have been used only 2-3 times. My parents came in town over Thanksgiving a couple weeks ago, and my mother commented about the towels. She said they did not seem to be holding up, and I told her I paid top dollar for them and I trusted the quality but it's frustrating to hear her feedback, as I have not had other guests using this guest room. They have pulls, look very worn-out, and I am NOT HAPPY. They are wearing incredibly fast for the $370.11 I paid for this towel set, which is advertised as a high-end super-plush luxury towel set. It's FALSE ADVERTISING!I purchased from you (and also Parachute Home) because I wanted to comparethe two. We've had our Parachute Home towel set in our primary bedroom bath for over 3 years. I debated purchasing Parachute for our Guest Room, but I elected to purchase Brooklinen to give them a try, since they were $50 less for the set. However, for that price difference, the towels should not have worn so quickly. I have NEVER had to replace my Parachute Home Towels. We still use them to this day, and they are wonderful. Brooklinen towels are terrible and do not wear well. I know Parachute Home is one of your key competitors. I would like to know what Brooklinen will do to rectify this situation for me. I am disappointed in my purchase and unhappy with my customer experience. I trust you will do the right thing to ensure Customer Satisfaction. I am more than happy to return the full towel set to you, so you can see the condition. I am open to an amicable resolution - preferably sending you the set back to you and getting a refund, but would settle for new towels, to see if they quality has improved since I purchased them.Thank you.

  Business Response

  Date: 01/02/2025

  Hi ********, 

  Thanks so much for messaging us about this. I'm sorry to hear that your towels have not seemed to hold up over the last year. I can honestly say that this is not common for our products, and we'd like to do our best to make this right for you. Based on your description, it certainly sounds to me like your Towels are defective, and would be covered under our 2 year limited warranty. Please rest assured, I've already contacted one of our supervisors, and they'll be reaching out to you shortly to offer you a couple of options for a solution. 

  If you have any other issues in the future, please feel free to reach out to us via email or phone and our team will be happy to help as best as we can. Until then, I hope you have a great rest of your day!

  Best,

  The Brooklinen Team

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  ********* Thanks for your reply. Apologies Ive been super-sick over the holiday and delayed in my reply, and now my family (brother/sis in law/nephews/uncle)caught in the wildfires in ***** so its been a crazy week!
  
  Candidly,I am concerned about the quality of these towels. After a few washings, they look really used and dismal. I even washed them with Oxyclean to brighten them up, but the towels feel super-rough.

  
  I have brand new ** High Efficiency front load washers, purchased a year ago, and they should not look the way they do. As I mentioned in my complaint, I also purchased Parachute Home Turkish towel set a while back (2+ years ago) for our primary bedroom - and theyve lasted to the point I do not even feel a need to replace them even at this point. The white ones I purchased from you were for our second guestroom and only my 75 year old parents were using them a few times here and thereand they are a light use. Do you have any recommendations for me? I hate to ask for my money back..and I can send you some pics tomorrow (when its daylight) so I can get good shots, so you can see a pic of one of the hand-towels (used 1x/washed 1x vs a handtowel used/washed 3-4 times) its really a huge difference. I was looking at it the other day and couldnt believe the difference. I am also worried about the pulls in the fabric.
  
  I was at the Restoration Hardware outlet the other day and purchased $300+ worth of their 650 g Turkish white towels to replace these brooklinen ones, but I am willing to give them another try via a replacement.Thoughts?

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 01/09/2025

  Hi ********, 
  
  We can definitely proceed with either a refund or a replacement, whichever you prefer. Since you've already replaced your towels with a different brand it sounds to me like a refund would probably be the best bet for you here, since we really wouldn't want you to have to spend doubly because of this situation. I see you replied via our BBB thread and I just wanted to let you know you might prefer to respond via our personal email thread, just avoid any of your personal information being published on the BBB site. I will follow up with an email shortly!
  
  Best,

  *********

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution (a refund) is satisfactory to me and the matter has been resolved once I receive the refund. Very grateful to Brooklinen for your support!
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bundle from this website on sale for Black Friday and used shop pay to split my payment. When it directed me to shop pay I had to change my address from my old shipping address and when I confirmed the order it was still getting sent to my old shipping address. I immediately emailed the company and they said they did not do address changes or cancellations. My things got delivered to the old address and now they are gone. I already placed a replacement order to my address not using shop pay.

  Business Response

  Date: 12/18/2024

  Hi ******, 

  Thanks for letting us know about this! While it's true that our abilities to make address changes are very limited after an order has been placed, I've reviewed your interaction with our colleague and I think we could've done a bit more for you on our end. We'll make sure to give the agent you spoke with feedback about this and let one of our supervisors know to reach out to you with an appropriate solution for your problem. You should receive an email within 24 hours.

  Have a great day!

  Best,

  Brooklinen