Riley HomeReviews of rileyhome.com

I ordered towels from Riley Home in early 2024. They arrived promptly; no problems. I placed at order again in November 2025. My credit card was charged immediately, but the order was not shipped. After a week I began emailing them, calling, trying to contact them via their customer form and social media to ask about the order status. No response. Three weeks later I initiated a chargeback, and my bank credited me immediately. I suspect they are hearing from many Riley Home customers whose orders have vanished. Update, February 2026. Riley Home is now trying to question, via Trustpilot, the validity of this review. I did eventually get the items I ordered, a month late. But that does not excuse their ghosting me during that time, or now pretending that they had no idea I was concerned despite my numerous efforts to contact them. They have lost all credibility and they have lost me as a repeat customer.

Extremely poor customer service. Do not buy sheets if there is a chance you may need to return them. The site says you can return them for any reason, but it is missing important information. Returning them is a nightmare and it cost me over $25.00 to do so. Really am disgusted with this company. You have been warned! Ugh.

I only ordered from this company becuase it was reviewed and recommended on Wirecutter. I should have checked Trust Pilot! It took 10 days to finally received our towel set. No communication on Riley's end about shipping during that time. Free tote bag was on the pack slip but not included. Not that big of a deal but still annoying. Opened the box carefully with a scissors and still cut into the plastic wrapping on the towel because it was not protected and was packed tightly so hard to avoid. I contacted the company immediately becuase I was concerned the towel was sliced into - with washing it could fray or open up more. Asked for a replacement towel and my free tote. Sent 4 emails over the past week, called twice and left voicemails. Only response was an automated email saying they are sorry they just missed me. This seems like a bogus company. I was going to return my entire order but after reading other reviews I am afraid I won't get my money back. This was a splurge for my parents. So so disappointed. After I posted this review the company contacted me by email 2 days later saying they are looking into my concern and will get back to me in 2 business days after they review the situation. The next email said I could return the towel and when they received it they would send a replacement. I said that before I would do a return I wanted to know if there are any fees. In other reviews I read about that. I’m also concerned that the will have the towel and will not reimburse me or send the replacement.

Really impressed by the spa towel my wife loves it got it for a gift for her

I saw riley spa towel on wirecutter and bought it again and was really impressed by the high quality i even received a free tote bag with the order

I cannot recommend this company. We ordered a full/queen down alternative comforter after reading positive reviews from WireCutter, NYTimes, etc. I should have delved deeper. Customer service is non-existent unless you enjoy AI responses to your emails. They try hard to have you believe your concern is being read by a real person but it’s not. Their phone contact number is voicemail only …no real person a.n.y.w.h.e.r.e. I found that extremely frustrating. The comforter? There was an unpleasant smell emanating from the plastic carrying case b.e.f.o.r.e I even opened it. Upon opening, the off-gasing was awful…we spread it out over furniture but it smelled up the whole living room and down the hall. We hung it out all day today and even though it’s better, it’s still noticeable. Very disappointed considering the cost. Returning it will be a nightmare and I have no confidence in getting our money back, so now we have to take it to a laundromat and hope for the best. So disappointed. Note—be cognizant that Riley does not deliver to PO Boxes.

I ordered and paid for towels 2 weeks ago. Riley home never contacted me with a delivery schedule, never sent me an email confirmation, and have been unresponsive to voicemails, texts and emails. They did take my money, though. Complete scam. Not sure why the New York Times would recommend them?

I ordered Riley Home’s premium spa towel after seeing it recommended by the New York Times Wirecutter, which turned out to be a mistake. Within a week, the towel loop frayed and broke off. I contacted Riley Home, and to their credit, they offered a replacement and sent me a prepaid return label. That was the last positive part of the experience. It has been over six weeks since they received the towel, and I still have not received a replacement or a refund. Every email I send gets the same canned response: “Please know that we take your concerns seriously and are committed to resolving this matter promptly.” Nothing ever happens after that. For a company that charges premium prices, I expected premium quality and service. Instead, I received a broken towel and empty promises. I am thoroughly disappointed with both the product and their customer support. Save yourself the frustration and buy from a company that actually stands behind its products.