Rough Linen レビュー 1,534

Rough Linen からの回答

2024年2月23日

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.

Rough Linen からの回答

2024年2月23日

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.

Rough Linen からの回答

2024年2月23日

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.

Rough Linen からの回答

2024年2月12日

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

Rough Linen からの回答

2024年2月23日

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.

Rough Linen からの回答

2024年2月12日

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

Rough Linen からの回答

2024年2月23日

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.

Rough Linen からの回答

2024年2月23日

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.

Rough Linen からの回答

2024年2月22日

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.