Hi Phoenix,
I definitely understand your reasoning. I had no intention of posting this information until after hearing from Linoto, but I feel 11 days, when promised a 24 hour turnaround time, is substantial time to judge Linoto’s customer service when faced with a problem. Linoto was given both verbal and written means to contact me regarding this issue via my original email.
I would, again, broadly agree with my caution to not purchase a manufacturer’s products, but in this instance, the problem has happened multiple times to multiple consumers(including pictures matching my own) over the course of a year, and is clearly a defect of either poor material or poor workmanship. I believe it is the responsibility of the company to address and remediate widespread problems and address defects in a timely manner, possibly even by recall when necessary. In this case I have evidence of the product degradation, the instance of it happening to other customers, and the lack of sufficient and timely response from Linoto. I feel all of the facts, with the requisite evidence, need to be revealed to the populace so that they can make an informed decision when considering this company and its products.
The statement to avoid this company and its products is my own, for which I take full responsibility, but had someone else presented me with this information prior to my purchase, I would have avoided this company and its products.
In reviews on Amazon, Linoto has publicly acknowledged they have an issue by responding to comments stating that they have changed their process/material to “long fibers.” Since their webpage promised me “exceptional workmanship” with my original purchase yet they fail to stand behind their product a couple of years later, I think speaks loudly of the company’s internal mentality of its products and quality. Please note that, according to the online reviews I have read, this appears to be an issue across their entire product line and not just with the Belgian Eco-linen sheet set(Which I thought used different fibers than their original linen sheet set).
In light of the time frame, lack of responses, and impacted number of customers, I stand behind my words to seek other small companies attempting to make good products and offering exceptional customer service. I mean this as no slight to you, as the forum owner, as I only speak truthfully of my experience and would wish others to do the same. This is, of course, my opinion in light of my experience, but I stand by it and relay it as a cautionary tale to others.
In complete contrast to this undesirable post, this morning I had an issue with 3 boxes of pancake mix that I have thoroughly enjoyed for over a year. I called the company (not expecting a reply until Monday), got a call back from one of the family owners within 2 hours on a Saturday, in which they explained what they thought the issue might be, and said they would replace the affected boxes. I will be posting a positive review of this company’s product and customer service as a result as I am very impressed. This is how I would run my company and treat others and would expect the same from those I deal with.
I will keep this thread up to date if I do receive any reply, satisfactory or unsatisfactory, but I have already written these sheets off as a disappointing loss of money.