It’s what I had hoped for: a sweep of cream ground for contrast with the cherry colored drop-leaf table and red-orange wood floors, and the ochre & burnt orange poppy petals for harmony. The substa... Toon meer
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My husband went from saying, "I don't need linen pajamas" to "How did I ever live without linen pajamas!" Rough Linen you truly are the absolute best. We love your blissful sheets, stylish scarves, br... Toon meer
I fell in love with this company and its Orkney fabric shortly after it opened and bought a LOT of it over the years. The stuff was marvelous, beautifully made, and the customer service excellent. Th... Toon meer
I placed a large order for 20 bath sheets on May 25, 2026. This was a made-to-order item. Typical processing time should take 2-3 weeks. On June 22, 2026, I reached out for a status update. They told... Toon meer
Bedrijfsgegevens
Informatie afkomstig van verschillende externe bronnen
Rough Linen makes fine quality home linens. Shop Linen Bedding, Bath, Table, Curtains and Clothing - Made in USA. Ethical, sustainable, responsibly made. Rustic, homespun quality and texture made from real, natural French and Belgian Flax. Custom table...
Contactgegevens
Francisco Boulevard East 1925, Unit 12, 94901, San Rafael, Verenigde Staten
- 1-800-968-0903
- hello@roughlinen.com
- roughlinen.com
2,6
Slecht
2K reviews
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Heeft 30% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
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Delivery Extremely Delayed, Poor Customer Service
I placed an order nearly two months ago and still haven't received my item. The only outreach from their team was via templated mass emails. After getting through to them they said my order was expected to ship by mid-January. That time has come and gone and I haven't received or heard anything.
2 februari 2024
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Andy,
We're very sorry for the delay in receiving your order and the inconvenience it has caused. Your experience doesn't meet our standards, and we understand your frustration. The high order volume during the gifting season has indeed put strain on our processing times, but we acknowledge that our communication should have been clearer and more personalized.
We recognize the need for better communication and support, particularly during peak sales periods. We're building up our customer service team to ensure that inquiries are handled promptly and efficiently. Our aim is to provide you with the assistance and information you need in a timely manner.
Please know that we're actively working to rectify this issue and ensure smoother operations in the future. Your patience and understanding mean a lot to us, and we're committed to resolving this matter promptly.
If you have any further concerns or if there's anything specific we can do to assist you, please don't hesitate to reach out to us directly. Your satisfaction is our priority, and we're here to make things right for you.
Not made in US - Made in India
I had same experience as another reviewer. Rough Linen is no longer made in US. Products are now labelled India. The customer service has declined to be nearly non existent. Orders are shipping wrong items. It can take months to get a product. The packaging and presentation is crap compared to what it used to be. The box, the wrapping and the linens all smelled disgusting like chemical off-gassing. Such a shame. Will have to find linen somewhere else.
1 februari 2024
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Customer,
We are very sorry for the experience you've had with us. Your feedback is invaluable as it helps us identify areas for improvement. We want to assure you that we are actively working to address the issues you've highlighted to enhance your experience with us in the future.
We understand the importance of transparency and quality control, especially regarding our manufacturing. We are committed to upholding the same high standards using the same 100% European flax linen that you know and love! We've added new weaving mills including a heritage mill in India, and continue to very closely monitor every aspect of weaving quality. With your feedback, we are able ensure that our linens continue to meet our customers' expectations.
In terms of customer service, we recognize the need for better communication and support, particularly during peak sales periods. We're enhancing our customer service processes to ensure that inquiries are handled promptly and efficiently. Our aim is to provide you with the assistance and information you need in a timely manner.
We acknowledge the frustration caused by delayed orders and incorrect shipments. Our sales exceeded our expectations, leading to challenges in order processing. We have learned from this experience and are implementing measures to streamline our procedures to minimize errors and reduce delivery times. Our goal is to ensure that you receive your orders accurately and without undue delay.
We also value the presentation of our orders and are committed to improving our packaging to enhance your overall experience. We're actively addressing any issues with packaging quality to ensure that it reflects the quality of our products. Your input in this regard is greatly appreciated.
Your experience is paramount to us, and we're fully committed to making the necessary improvements to address your concerns. If you have any further feedback or questions, please don't hesitate to reach out to us. We're here to listen and ensure that your future experiences with us are significantly improved.
No longer made in California. Just another import now.
Delayed shipping like so many others. The most disappointing discovery is after 10+ years, RL appears to no longer be made in USA. My Orkney cases arrived today and are marked made in India. The linen is substantially lighter weight and less textured. My pillowcases smell like chemicals. Packaging and presentation are no longer the same quality and personalization. This was my last RL purchase.
24 januari 2024
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Pava,
We are truly sorry for the experience you've had with us. Your feedback is invaluable as it helps us identify areas for improvement. We want to assure you that we are actively working to address the issues you've highlighted to enhance your experience with us in the future.
We understand the importance of transparency and quality control, especially regarding our manufacturing. We are committed to upholding the same high standards using the same 100% European flax linen that you know and love! We've added new weaving mills including a heritage mill in India, and continue to very closely monitor every aspect of weaving quality. With your feedback, we are able ensure that our linens continue to meet our customers' expectations.
We acknowledge and apologize for the frustration caused by delayed orders and incorrect shipments. Our sales exceeded our expectations, leading to challenges in order processing. We have learned from this experience and are implementing measures to streamline our procedures to minimize errors and reduce delivery times. Our goal is to ensure that you receive your orders accurately and without undue delay.
We also value the presentation of our orders and are committed to improving our packaging to enhance your overall experience. We're actively addressing any issues with packaging quality to ensure that it reflects the quality of our products. Your input in this regard is greatly appreciated.
Your experience is paramount to us, and we're fully committed to making the necessary improvements to address your concerns. If you have any further feedback or questions, please don't hesitate to reach out to us. We're here to listen and ensure that your future experiences with us are significantly improved.
I placed order in early December for a…
I placed order in early December for a Christmas gift. It is now mid/late January and I still don’t have an expected shipping date. Only two emails from them, obviously form letters with no relevance to my order. They printed a shipping label earlier this month, but that seems to be a delaying tactic. Their last email offers a 15% store credit, but I don’t plan to shop here again.
22 januari 2024
Review zonder uitnodiging
Charged 2 months ago, still no shipping date
Second update (response to RL reply): Yet another form email in flowery language, not at all responsive to my situation. They still seem to think that I am still waiting for my November, 26, 2023 order. In fact, I canceled the order and they reversed the charge.
Update: I sent an email with "dispute" in the subject line, and received a response within hours (as opposed to 10 days for regular customer service responses). To their credit, they apologized and agreed to issue a refund. If this doesn't come through, I'll post again.
I placed an order on 11/26/23. At that time, their cutoff date for Christmas orders was 12/1, and the email I received indicated that at worst the shipping time would be 2 weeks. I emailed them after a month, and received a long and flowery, but not individualized, reply after about a week, asking for patience. Three more weeks have passed, and I've run out of patience. I sent them an email demanding an immediate refund. I've started a dispute through AmEx that I will submit if I don't hear from them in 2 days. No phone number on their website, and the phone number attached to the AmEx charge is not in service. Beware!
24 november 2023
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Molly,
We want to extend our deepest apologies for the delay of communication regarding your order.
As Rough Linen has expanded as a company, we have been working diligently to implement upgrades to our fulfillment center and production team. These enhancements are aimed at providing our customers with a more seamless and enjoyable shopping experience. However, we deeply regret that, during this transitional phase, certain disruptions have occurred, causing delays in the shipping process. The good news, is that this phase has only been temporary.
We sincerely apologize for not communicating these challenges to you sooner. Your experience is of paramount importance to us, and we want to assure you that someone from our team will be in direct contact with you regarding the status of your order. We understand and deeply regret any frustration or inconvenience this delay has caused you.
Once again, we apologize for not meeting your expectations in this instance. We genuinely appreciate your patience and understanding as we work towards resolving these issues and getting your order to you as swiftly as possible.
Warm regards,
Team Rough Linen
Scam
Scam, lying, dishonest, disingenuous, worst experience I ever had in my life with a merchant. I cannot get over the entitlement and narcissism of this unethical company. I think they really think they can get away with it and just keep your money without sending the products owed. I paid over 200 bucks for products that were never delivered or received. The company knows this. Not only was there first no updates about the delayed order, zero customer service. Then they refused to refund me the money. They are STILL refusing. I filed a dispute with my credit card company. They are STILL refusing and if you write them they just ignore you. This happened three months ago and I'm still waiting to get my money back. These people have no idea what kind of bad karma they are bringing upon themselves.
25 oktober 2023
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Leslie,
We are deeply sorry to hear about the distressing experience you've had with our company. Please accept our sincerest apologies for any inconvenience caused. Your satisfaction is our top priority, and we are actively working to resolve the issue as swiftly as possible.
We also want to acknowledge that filing a chargeback can lead to a delay of up to 75 days beyond our control due to the bank's investigation process. We want to assure you that we're doing everything in our power to expedite the resolution. In the meantime, we offered alternative methods such as Zelle or PayPal to ensure you receive your funds sooner.
Your patience and understanding during this challenging time mean the world to us, and we're committed to making things right for you. If you need any further assistance or have additional concerns, please don't hesitate to reach out to us directly.
Concern about shipping date
I love their products but I placed my order on December 2, 2023 and have yet to receive it. The company only sends generic email replies instead of a concrete shipping date. Very concerning.
2 december 2023
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Kathy,
I hope this message finds you well. I am writing to offer our sincerest apologies for the delay you have experienced with your order and the lack of concrete information provided.
As Rough Linen undergoes significant expansions and improvements, we have encountered some unforeseen challenges in our fulfillment and production processes. This transitional phase has unfortunately resulted in delays, and for that, we are truly sorry.
Your frustration is completely understandable, and we deeply regret any inconvenience caused by the lack of communication. Your experience is essential to us, and we want to assure you that we are actively addressing these challenges to provide you with a more seamless shopping experience in the future.
Someone from our team will be reaching out to you directly to provide a detailed update on the status of your order. We understand the importance of clear and timely communication, and we are committed to making things right for you.
We genuinely appreciate your patience and understanding during this transitional period. Your satisfaction is our top priority, and we are working diligently to resolve these issues and get your order to you as swiftly as possible.
Once again, we apologize for any inconvenience caused.
Best regards,
Team Rough Linen
done with rough linen
Update to a prior review, 7 weeks after ordering two pinafores and no responses from the company they have arrived. Sadly, these now a completely different/inferior quality to the prior product. I have multiple rough linen pinafores from over the years and the ones received today are a much thinner inferior quality of linen. Same same pattern but things like seam allowances have been reduced dramatically. New pinafore feels skimpy and unsubstantial when I compare it the ones I have/bought a few years ago. They were promised as Christmas gifts so I will gift them 4 weeks late with the caveat that I will find a new brand in the future that matches the old rough linen. I am done with this brand, might try portland apron company. The degradation of yet another great small brand.
12 januari 2024
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Chris,
We sincerely apologize for the disappointment and inconvenience you've experienced with your recent order. Your feedback is incredibly important to us, and we understand your frustration with the quality of the products received. We're truly sorry that they did not meet your expectations.
We would like to ensure that you're taken care of and that we address this issue appropriately. Were you able to exchange the items for a refund? If not, please send us photos of the products so that we can thoroughly assess the situation and work towards a resolution.
Your feedback is invaluable to us as we strive to improve our products and services. We're committed to making things right for you. Please reach out to us directly so that we can assist you further and ensure your satisfaction. Thank you for bringing this matter to our attention.
Stealing from my daughter and and me. After reading the terrible reviews from…
After reading the terrible reviews from the past year I decided not to buy Rough Linen items for Christmas gifts. They continued to send me discounts that looked very appealing but I have never seen a business pull out of this sort of mess. Imagine my disappointment when my daughter gave me a gift card for Christmas.
I just emailed and asked when my order from 12/25 would be sent and received a “stock email” reply with a veiled warning about any future inquiries I might make.
I suggest contacting the California Atty General.
8 januari 2024
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Robert,
We are deeply sorry for the disappointment and frustration you've experienced. Your concerns are valid, and we understand the impact this has had on your trust in our company. We sincerely apologize for any inconvenience caused by the delay in processing your order and the impersonal response you received.
The high order volume during the holiday season has indeed created challenges, but please know that we are actively working to address them and improve our processes. Your feedback is invaluable to us as we strive to enhance our customer service and ensure a smoother experience for all our customers.
We want to assure you that your satisfaction is important to us, and we are committed to resolving this issue for you. If there's anything specific we can do to assist you further, please don't hesitate to reach out to us. Your feedback helps us improve, and we appreciate your patience and understanding during this time. Thank you for bringing this matter to our attention.
Ghosted and Robbed by Rough Linen
I am here like everyone else in the comments because I placed an order over three weeks ago and I have no idea if the order is able to be filled, the status of filling it, or if it has been shipped. I have e-mailed a ridiculous amount, heard nothing back, tried contacting via instagram, still nothing. I have basically been ghosted and robbed by this company. I understand they are a small business but you can’t just take people’s money and then not fill the order. At least communicate with customers in some way if the order is unable to be filled due to demand, or if it is simply incredibly delayed. Possibly the worst customer service ever, and that is saying a lot.
13 december 2023
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Nicole,
We are deeply sorry to hear about your frustrating experience with us. It pains us to learn that you feel ghosted and robbed by our company. We want to assure you that we hear you and we care deeply about making this right for you.
We understand how important timely communication and order fulfillment are, especially when you've placed your trust in us by making a purchase. We value your trust, and we are committed to addressing your concerns promptly.
Please know that we are actively working to improve our communication channels and processes to prevent situations like this from happening in the future. Your feedback is incredibly important to us, and we are taking it to heart as we strive to provide better service to all our customers.
If there's anything specific we can do to assist you further or if you have any questions, please don't hesitate to reach out to us. We are here to support you and make things right. Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience you've experienced.
Disappointing lack of communication
I placed an order on 11/27 for some pinefors for Christmas gifts. I received a confirmation and my cc was immediately charged. I've sent 4 emails to their customer service and have not received a singele response. I looked-up and tried 3 phone numbers for customer service, all seem to be disconnected/non functioning. Still nothing received as of 1/2, 5 weeks since the order was received.
In the past 9+ years I have recommended this company and its outstanding products to many clients. Sadly, this experience has greatly soured my opinion and I will not be recommending their products in the future.
2 januari 2024
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Leilani,
Thank you for being a loyal customer to Rough Linen. It pains us to learn about your frustrating experience with us. We want to assure you that we hear you and we care deeply about making this right for you.
We understand how important timely communication and order fulfillment are, especially when you've placed your trust in us by making a purchase. We value your trust, and we are committed to addressing your concerns promptly.
We're glad to learn that you've received your order, and we genuinely hope that the linens are being enjoyed. Please know that we are actively working to improve our communication channels and processes to prevent situations like this from happening in the future. Your feedback is incredibly important to us, and we are taking it to heart as we strive to provide better service to all our customers.
If there's anything specific we can do to assist you further or if you have any questions, please don't hesitate to reach out to us. We are here to support you and make things right. Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience you've experienced.
Never received order
Never received order. Emailed customer service, and never received response.
17 november 2023
Review zonder uitnodiging
I placed an order 11/27 and still…
I placed an order 11/27 and still haven't received it, nor rcvd any replies to my many email inquiries. Phone number no longer works. I also returned an item in early November and have not received any communication or credit for the item. Many similar comments to mine on their social media pages.
I would give ZERO stars if I could.
27 november 2023
Review zonder uitnodiging
Like so many others I haven’t received…
Like so many others I haven’t received my order. Have contacted them via email and just get..we’re a small company..sorry for delay..will notify you when order ready to ship. Nope..hasn’t happened yet.
Is this a legit company?
4 december 2023
Review zonder uitnodiging
Product never shipped - No company response
Product never shipped. Ordered on 11/26/2023. Product still hasn't shipped over a month later. Tried e-mailing twice. No response. Not seeing a phone number on their website. Will be contesting credit card charges if I don't hear back in another week.
25 november 2023
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Customer,
We sincerely apologize for the delay in shipping your order and the delay in response to your emails. Your frustration is completely understandable, and we're deeply sorry for any inconvenience caused.
As a small business, we've experienced a higher-than-expected order volume, which has unfortunately led to delays in processing orders and responding to inquiries. We understand the importance of timely communication and order fulfillment, and we're actively working to improve our processes to ensure a better experience for all our customers.
Your feedback is invaluable to us, and we're committed to addressing these issues promptly. If you haven't heard back from us within another week, please rest assured that we will fully support you in contesting the credit card charges.
We're glad to learn that your order has been delivered, and we sincerely hope the linens are being enjoyed. We truly appreciate your patience and understanding during this time. If you have any further concerns or questions, please don't hesitate to reach out to us.
It makes me very sad to write this…
[Update: From doing a little digging online, it appears that Rough Linen was acquired by Interweave). It also appears that Interweave acquired another home goods company, Snowe, in late 2022 (you can find this info about Snowe by doing a google search - it's on a website called "Business of Home"). And after that acquisition, it seems a similar pattern of events occurred - products weren't shipped (or were delayed), disconnected phone lines, etc. That company seems to still be in business a year later.]
It makes me very sad to write this review. I've bought many products from Rough Linen over the years (sheets, duvet, bath towels, napkins, tea towels, pinafores, etc.) and it has been one of my favorite makers/companies. But I placed an order on 11/21/23 and they charged my card, but my order never made it past the "pre-shipment" status.
On or around 12/19 or 20 (before I had seen any reviews posted here) I tried calling the company and the phone lines were down - I assumed that there were phone problems with their area or their phone service provider, so I kept looking online for another number to call. I found a different number and called it and someone answered (I believe it was the owner of the company). I was told that there had been a fire at the dye house and that they were having issues but she took my order # and said I would receive a status update the next day. I heard nothing after that call (nor did I hear anything after my email inquiry days prior).
What makes me particularly sad it that they are still running a social media campaign and sending marketing emails to solicit more orders.
24 januari 2024
Review zonder uitnodiging
Spent $350 2 months ago
Spent $350 2 months ago, never sent item, no response to contact, had to reverse charge on my card, this company is a SCAM
27 november 2023
Review zonder uitnodiging
Charged my card, no apron and no response 30 days after I ordered.
I ordered an apron for my daughter for Xmas. I ordered it on 11/27/2023. I received the confirmation that they had received my order and my card was charged. The website said 2 week delivery time. Of course, I am receiving a constant stream of promo emails. The best was "order by 12/1 to receive guaranteed Xmas delivery"! Anyway, I have emailed 5 different times asking re delivery. I have received 2 responses. "We are a small artisanal business. Please be patient!". That's great but you can't take people's money and then blow past any guaranteed delivery time. Obviously, Xmas came and went with nothing.
The company responded that they are happy I received my order??? I never received my order!! Seriously….
25 december 2023
Review zonder uitnodiging
Antwoord van Rough Linen
Dear Customer,
We deeply apologize for the frustration and disappointment you've experienced with your order. Your satisfaction is incredibly important to us, and we understand how upsetting it must be to not receive your apron in time for Christmas despite the promised delivery timeframe. We sincerely regret any inconvenience caused by the delayed order as well as any delays in communication.
As a small artisanal business, we strive to provide exceptional service, and we understand that we have fallen short of your expectations in this instance. We're actively working to address the high order volume and the delays associated with the holiday season. Your feedback is invaluable to us, and we're committed to improving our processes to ensure a better experience for you and all our customers.
We're relieved to learn that you've received your order, and we genuinely hope that the linens are being enjoyed. Thank you for your understanding and patience, and please don't hesitate to reach out if you have any further questions or concerns.
Rough linen will take your money and then ignore you
I placed an order with Rough Linen for what was to be a Christmas gift for my daughter on 11/26 (Black Friday weekend.) I have ordered from them on multiple occasions in the past, and have recommended their products to friends. I received my order confirmation quickly, and my credit card was charged the next day. I trusted their initial communication with me, which said, “occasional delays of one to two weeks may arise for select styles due to small batch production. Worry not, as we've fine-tuned our processes to ensure that your linens are meticulously crafted and dispatched at the earliest opportunity.”
When I had heard nothing back in two weeks, I sent an inquiry to confirm that we would have this gift before Christmas. Other than a canned response I received a no communication. I followed up with another email a week later, (again explaining that this was a Christmas gift and I needed to know.) No one from the company has contacted me. It is now December 23rd. I have received no response to my inquiries, and no tracking number. Looking at other reviews on trust pilot I can see that my experience is not unusual.
Initially, as a small business owner myself, I was quite sympathetic with the explanation of their being a small company hurrying to fulfill orders. At this point, however, I am beyond appalled that they appear to still be pursuing sales while not even communicating with customers whose money they have taken, and who were counting on shipments before Christmas. I now wonder if that initial email communication was just intended to delay any inquiries for a couple of weeks.
At almost 60 years old, I have never filed a dispute with my credit card company, but I don’t feel like I have any choice. I will be heading out this afternoon to try to find a Christmas gift for my daughter.
SHAME ON YOU, Rough Linen. Any reputable company would’ve been working overtime to at least communicate with their customers if they were not going to be able to fulfill orders. I will be taking my business elsewhere. If you are reading this review and have not yet placed an order with rough linen, I would suggest you skip this frustration and order from a different company.
23 december 2023
Review zonder uitnodiging
Non existent customer service
Placed order on 11/23. It’s 12/22 and I have not received items. No response to multiple emails. The response email states that customer will be contacted in 2- 4 business days. That’s a lie. Email sent on 12/12 has not been responded to. 800 number is not in service. I ordered 1 apron for each member of my family for Christmas. It was the only gift they would receive from me and now I will have nothing to give them. I am so frustrated by this experience. Never again.
22 december 2023
Review zonder uitnodiging
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