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.

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!

placed and paid for an order fro this store expecting identical uniforms for my shop. 83% of what I ordered ended up being discontinued, which typically no big deal. At this point I would take my business elsewhere ideally, but no. The company proceeded to ship me a single shirt after they let me pay for an item they did not have, never reached out to me about weather I wanted to continue with the order. I was sent a single piece of my order. I then proceed to ask to return the item (which i was willing to pay their redic. shipping fee back after they messed up sending me parts of what I ordered) then they claim that I had altered the item to dance around me sending back the item saying the warehouse would never accept it ( i never opened the package). As well, they are now refusing to pay me back my refund for the items that they never had in stock in the first place. All around terrible customer service, communication, and website organization.

Company practices bait & switch. Displays and advertises one thing, then claims "backordered" and offers a more expensive and/or inferior product almost immediately after they have already charged your credit card. For example. try to buy a 200 threadcount sheet. They offer 5 or 6 choices on their website. NO verbiage of "hey we may not have, call for availability" nothing at time they charge your card. The next day, they will email you "backordered" but we have X. Ok but guys, you have 5 or 6 of the 200 threadcount sheets all offered for sale on your website. I will take one of those. Nope, they don't have ONE they can ship you. Covid is done, so that lame excuse is over. This is a display website They do this intentionally as you will have time invested, and go with another product which is a clear definition of bait and switch. I reported them to the FTC not that they will do anything Don't waste your time as a business owner!

placed order on 09/17/24, credit card was charged, order never received, called twice (10/11/24 and 10/14/24) and was told I would receive an email with an update of the status of my order, never received an email. This is FRAUD to charge a customer for a product that they never received. UPDATE: after placing this review on TrustPilot on 10/15/24, suddenly, I received an email and telephone contact from a representative from Direct Textile. The email referred to in the company's response (stating that I was informed of the backorder) WASN'T RECEIVED UNTIL AFTER POSTING AN UNFAVORABLE REVIEW on TrustPilot. A customer shouldn't have to resort to posting a poor review on TrustPilot to finally get contact from a company regarding the status of an order. There clearly are internal work flows that need to be worked on within Direct Textile. Letting an order that a customer has paid for almost a month prior with no product sent and no communication about the status of their order is unacceptable. And then to not respond to calls requesting an update is further unacceptable. And then to only reach out with a response after a negative review ... it tells its own story ...