Kate
Product Warning + Disappointing Customer Service
The Classic Cool Cotton Percale Comforter was beautiful and so lovely to touch. But, within a week of having it, it ripped badly. My experience thereafter fell far short of the "award winning customer service" and"uncompromising quality" they claim on their website and in their marketing. There are no exchanges. After providing ample evidence of the defect, I was told the only option was to package up a king size comforter (including buying a big box) to ship it back which they will then refund in their own time (which I have experienced isn't quick). And then (or while I wait) I can go buy another comforter and hope for the best. The comforter was sold out and there was no offer to help find one or put me on a backorder list. I wasn't offered any discount on another comforter for my troubles. The comforter was beautiful, but the material very light, so be buyer be warned. I won't be shopping at the Company Store again.
Response from The Company StoreApr 22, 2026
Hi. We’re sorry to hear about your experience with the Classic Cool Cotton Percale Comforter and appreciate you taking the time to share such detailed feedback. After reviewing your order, it appears that our team did provide an alternative option intended to better accommodate your needs at the time. We understand that this situation was still frustrating and that the resolution did not fully meet your expectations, and we regret any inconvenience this caused. Your concerns regarding both the product performance and the service experience have been shared with the appropriate teams as part of our ongoing commitment to improving.