Direct Textile StoreReviews of directtextilestore.com

My wife is disabled and has a difficult time sleeping. I took her to a hotel for vacation and she slept very well. She said the pillow was the reason, so I did research and ordered them online. After a couple of weeks , I checked on the order and was told that they refunded my order. There was zero notice , zero notification. It was not a large order, but customer service is customer service. It is hard to get my wife somewhere to try pillows, but it is better than dealing with an uncaring company.

I ordered a case of economy towels, so I was not expecting luxury or high end towels, however, I did expect to get more than one use out of them. After one time of use after swimming, several towels started to fray. After 1 wash on delicate cycle, several developed holes. I notified customer service right away and they rejected a return because some of the towels had been used and laundered. They stated the defects should have been reported prior to use. When I asked how I would have know this would happen until lafter they were used, they acknowledged that some defects cannot be known until after use, but then said because they were used, they can not be evaluated and were ineligible for return (they just kept taking in circles). Again, I wasn't expecting high-end towels, but for $140, I was expecting more than one use.

I recently bought an industrial work shirt and a few shower curtains from Direct Textile Store. Everything arrived on time and in great condition. The quality is really good, and the prices felt fair. Customer service was helpful when I had a question.

12/12/25 update: Direct Textile's C/S Manager (Nicole) called a few days after my initial 12/1 review, below. That call by itself was amazing. She was totally upbeat, not defensive -- just wanted to make things right -- and action-oriented. Offered the following right away: *Full refund. Just requested photos of old and new pillow labels to try to identify cause of the problem, and my help in returning the new ones to Direct Textile. *One new replacement pillow for us to try, this time not vacuum-packed and shipped directly from Standard Textile. If that worked out, she could obtain more for us by the same route. Amazing. She quickly sent me FedEx return labels. I called to let her know that the boxes I had were not suitable, so she had Walmart drop-ship new ones to us that morning. FedEx picked up the boxes with the 10 pillows that afternoon. Amazing! Full refund was received surprisingly quickly (12/10) -- with confirmations via both Direct Textile's system and personal email from Nicole. The trial replacement pillow was also received on 12/10. Nicole had provided a heavier queen-size pillow to help address the original softness issue -- IT WORKED (provided the desired firmness)!! AMAZING!! Wonderful service from Nicole and Direct Textile --very much appreciated. --------------- As of 12/1/25: Had ordered 93940100 ChamberFirm Pillow by Standard Textile via Amazon (two per package, not vacuum-packed). Ordered many times this way, with consistently excellent results -- very firm pillows the way we like them, and stayed that way. Unfortunately Standard Textile decided to drop the retail sales route altogether, but we found we could still get the same product through Direct Textile Store. Required 10-unit minimum, but we went for it and ordered one set on 7/11/25. Got one big box, with the pillows vacuum-packed. Finally got around to opening the box to try them out in November. After running one pillow twice through a dryer, got it to fully expand/fluff out as much as the old pillows obtained via Amazon. However, it was substantially softer than the one from Amazon -- not usable for us. Reported this to Direct Textile C/S. The rep apologized and offered to have her supervisor call me.

Ordered great customer service for wholesale textile and received them in record time. Quality exceeds expectations.

Horrible customer service. Do not bother with this company. I tried placing 2 different sample orders with them. The first one was automatically cancelled without notifying me and when I called to inquire, maybe a month later. I was told I could not order more than 2 samples. Okay. That is fine. In June 2025 I place a second order for 2 napkin samples. After a month or so, I realized I never received my order so I got on their site and picked the chat option. Should be easy. Well it started out fine but when I provided the order number. I got no response and after more than five minutes, I decided to call them instead. The person that answered the telephone seem bothered that I was calling. She said the person I was chatting with was already checking on the order. "How am I supposed to know if she did not say anything". I then asked if she could let me know what the status of my order was and she assured me it was set to go out that day. It is now August 28 and I don't have my samples. I called today and after stating my name and order number 113009. She placed me on hold and transferred me to Nicole's voice mail. The manger. After leaving a message, Nicole called me back and proceeds to say she does not know why I have not received my samples and that she will issue a credit to my credit card. At this point I do not want to waste my energy with them anymore but I'm sure the samples were never sent. Horrible customer service!

I Purchased 8 dozen white hand towels, designated by them as good hand towels for cleaning and client hand drying usage. After one wash they have fallen apart. (also covered in tiny little stains) When asked for a refund, they told me I should've bought higher quality towels and assured me that most companies buy these towels for ONE TIME USE. Even though in the listing it says to wash them to get better texture and softness.

On May 4, 2025 I placed an order for 4 different gowns. On the following day I was contacted and told that 2 of the gowns were on backorder. I was informed of a suitable alternative that was currently in stock so, I agreed to the change. However, when I received my package there were 2 of each of the following gowns, IGT5XLN and IGVT5XLN. Which is 4 of the same gowns, just in 2 different colors. I placed my order with them to get some variety in my gowns. It becomes very monotonous wearing the same things daily. I actually already own one of the green gowns like was mailed. However, I do not have it in blue, so I did not mind that. My main concern is that the gowns sent do not match the images I selected during my order. I understand that 2 of the gowns were on backorder order, but the other 2 do not match what I received either. I contacted customer support and attached a screenshot of the gowns I ordered and the gowns I received. I asked what we could do to correct the problem. Their response was "Unfortunately the original sample items were not available. When ordering a sample you may not get the matching item as it is just for a sample to feel or see the quality of the item. I apologize that this information was not explained to you at the time of ordering." I responded that I understood. However,  I  wasn't aware that all 4 of the gowns I picked were not available. I was informed that 2 of my picks were being substituted, not all 4. To which they simply replied "I apologize for the inconvenience." There are many things that could have been done to remedy the situation. I feel like they basically said oh well, too bad! This is not the what I would call "customer service" at all!