Linen Chest Reviews 326

I recently visited the Linen Chest at Pinecrest Mall, Ottawa and had horrible service by a salesperson and the manager. The salesperson said she was too busy to help me (she was putting out stock). When I asked the Manager who was at the cash, to help she lost her cool and said that they were under staffed and that I needed to be patient. The Manager (who would not give me her first name or ID no, if you are not happy then write a review. Hence this review. Both employees were rude, disrespectful and not service oriented. I will not return to a linen chest and I will share my experience with family and friends.

DO NOT ORDER FROM THIS COMPANY IF YOU VALIRE YOUR MONEY & YOUR SANITY
I placed an order online despite reading all the reviews. I dont know what I was thinking. I guess I saw items I needed on sale so still decided to go for it. Count down to weeks later, NO UPDATE ON ORDER, when I chat with that useless bot, I get little to NO INFO. I really do not understand how hard it is for a company to properly ship people's online orders. Whoever is in charge of this, should definitely be fired!! We are exhausted from trying to contact customer service via the bot. We contacted one of the stores to cancel our order because we do not want to deal with this anymore, and they said they will send an email to customer service bcoz they do not have the authorization to cancel it, so now we are just waiting....

IF I CAN GIVE A NEGATIVE 1 TRILION BILLION STARS I WOULD DO NOT ORDER HERE EVEN IF ITS THE LAST STORE FOR ALL HUMANITY BETTER TO SLEEP ON THE GROUND. We ordered 3 items just 3 items we saw people's reviews that they didnt get their items after 6 months or a refund but we tried our chances cuz they gave a great promotion worst thing we ever did in our lives. They said they delivered two items but they delivered a different order and the order we got is saying was not shipped you cannot explain this because their pea sized people do not know how to pack and ship an order we are about to drive to the store and get a refund or enhance the item we paid 1000$ for 3 items now we are scared for the order we got wont be complete like any missing parts because that's a thing too btw. Guys this is the WORST STORE OF MANKIND ID RATHER GET A BOX IN THE DUMPSTER AT LEAST ITS A BOX 3 items they can't deliver the person packing this stuff must be a low iq fob....

Horrible customer service. Ordered 3 weeks ago, only received half the order, DAMAGED, and had to return to a store for refund. Second half not delivered, Canpar has no information, company does not respond to emails, chat bot is useless, no phone number. DO NOT ORDER FROM THESE PEOPLE IF YOU VALUE YOUR SANITY. Will be contacting my cc to charge back these frauds. **UPDATE - today the order magically arrived, even in one piece - I won’t do this again, fyi.

As many people have said in the past reviews they have the worst customer service i have ever experienced. I visited the store as an out of town guest and I ordered something online based on the recommendation form a sale associate and it was not what i was told, now I am trying to return my online order within the 30 day window and I can not get in contact with anyone to authorize my return, it has been a week now. I have called customer service, sent emails, called my nearest store and messaged on Instagram and the AI chat, and still nothing. My only other option is to drive 2 hours to return my item. I am so frustrated I don't think I will ever order from them again, it is sad as i do like to support Canadian companies

The worst customer service! You can’t speak to a live person. Tried calling a store and details were taken and I was to get a call back and this hasn’t happened. It has been 2 weeks.

Update based on reply: I started with your online chat, sent an email, then the store. I’m not spending and more time on this.

My package has been "estimated for delivery: today" for a week now. I live in western Canada and have since learned that my order was likely given to a new courier to complete the delivery. Who that is know I don't because nobody at linen chest will respond to my emails besides the chatbot that doesn't provide any actual help. The canned auto response from customer service is that they have a lot of emails to go through, gee I wonder why, the customer service is atrocious and they do it on purpose to save money. I spent $200 on this order, so I guess Linen Chest is getting a chargeback because I won't be letting this go.

Update: After a few days the courier and Linen Chest both got back to me; I ultimately was unable to figure out where the package was in transit but they still updated me and let me know when it was out for delivery and when it didn't show up they promptly responded letting me know it got delayed again. The package did finally arrive and honestly the bed sheets are really good quality. They are thick and seem very well made. It was quite stressful not knowing where exactly my order was if I'm being honest, but since it did ultimately arrive and I'm happy with my order I would definitely take advantage of another sale in the future.

Terrible customer service. Unfriendly staff. The store has beautiful items however lacks the dynamic staff.
Very disappointing.

Why does the website say $50 off your BLACK FRIDAY purchase for signing up---if you can't apply the promo code to your discounted BLACK FRIDAY purchase? The black Friday purchase* has a star next to it suggesting terms and conditions, but there is no such term or condition specific to black Friday discounted purchases that I saw. So I've given you my email address for marketing, and you've given me nothing in return for it. Seems rather misleading, no? Trying to talk to anyone on the website or give any kind of feedback is a nightmare. They use a useless chatbot that doesn't help at all with your problem and just takes you in circles. No customer service at all. Real shame, because I have ordered from them before and liked the products.

UTTERLY DISAPPOINTED WITH LINEN CHEST!!!
I have been emailing Linen Chest without resolution for 5 weeks. I did not receive a package and am having great difficulty with requesting they reverse my $300 purchase back to my credit card. They have very poor customer service and ABSOLUTELY NO WAY TO CONTACT THEM OTHER THEN THEIR “Chat” option on the website, which I have had no acknowledgment on their behalf.(an absolute waste of time and energy.)
BUYER BEWARE!! If you have any issues you are out your money.
I am still hoping that LINEN CHEST will do the right thing and process a reversal of my monies. 🤞🤞

Extremely disappointed in lack of online customer service, broken system, only a bot, no person to talk to via chat or on the phone.
Placed an online order, received 1 of 2 items ordered. 1 month & still waiting for 2nd item. Online system won't allow to cancel, says in transit. Contacted store of origin, still in their warehouse. I offered to drive to get it. Not allowed. It is an item that is still in stock. This is unacceptable.

I visited the Linen Chest at Place Laurier on October 15, 2025, and unfortunately had a disappointing experience with what I believe was the store manager. I was taking a few photos in the store to show my sister, who had visited the shop years ago and was feeling nostalgic. The manager followed me and approached me in a rude and suspicious manner, asking if I "wanted something special" because I took several pictures.

He also seemed annoyed that I tried the free sample coffee from a demo machine, which I assumed was there for customers to test.

That said, I want to highlight one employee who was incredibly kind and professional. They helped me with my purchase and made the experience better despite the uncomfortable interaction earlier.

Linen Chest has great products, but this visit left me with mixed feelings due to the poor attitude from management.

Do NOT order anything online. EVER! I ordered products totalling over the $100.00 to get free delivery. Next day they tell me part of the order is ready and I’m to pick it up within 30 days. I wanted free delivery of everything. It’s not possible to speak to a human being and the bot just drives me around in circles. I will never shop there again. Too bad if this is the best a Canadian store can do. Customer service is essential if you want to stay in business. This company will fail and very soon if they don’t change.

Heather

I want to support Canadian companies but Linen Chest has the worst customer service! There is no way to talk to a person directly and their bot is useless. I bought several items online recently and they make it impossible to return anything - even when it arrives broken! The only options are to pay for return shipping yourself or drive all the way out to the mail to return it. Either way you are out your time and money. Sadly I will have to go elsewhere in the future...this is way too frustrating to deal with for subpar products.

Hostility from the cashier at Promenades de la Cathédrale. Went to pick up items bought.
I steel myself when I go to pick up an order from the Linen Chest, because each time I go I am faced with unfriendly service. This time, the salesperson, who never thanked me for my purchase, just shoved the box of unwrapped mugs in a box at me without a word - they would have broken on the way home. The guy who wrapped them, however, was perfectly friendly.

I placed an order and then received confirmation from Canpar that it was delivered. This was a lie. Canpar gave up on finding the package entirely and told me to just deal with Linen Chest. I went through the horrible AI chat and was told I'd be contacted but it's now been more than a week with no information. There's no phone number to call and the live chat is a lie, it's only ever AI. You literally cannot speak to a human with this company and now I'm out $700

This is my direct copy and paste with my interaction with linen chest headquarters recently. I have not heard back from them since they posted their response allowing me to complete my return. What happened after that was unbelievable.
Used bed skirt ?? How does that even happen
I bought a queen sized bed skirt about 2 weeks ago at Linen chest in Ottawa. We tried it in our bed. It didn’t look right so we took it off. I put it back in it package - mind you I couldn’t fold it right but I was able to put it back in its bag. The manager at linen chest refused to take it back as she said it was used and not hygienic because there was a few loose-threads on it. I don’t know where they came from and haven’t even noticed. I don’t know how a bed skirt could be used when it wasn’t used at all. One thing that’s for sure it would not fit around my waist so I did not wear it- way to big. I should have bought a glass - used it - washed it and returned it. That would be used.

Thank you for your response and allowing me to return my bedskirt in Ottawa - I would prefer to return it to your St. Laurent location as I found the manager at the pinecrest location to be intimidating . If I return to Pinecrest location I would be walking into the lions den to be eaten alive. I will post the outcome of the return at the st Laurent location .
So I went to the st Laurent location today - the girls at the cash were very nice. They told me the manager at Pinecrest called them and told them not to accept the return. It’s a good thing I had headquarters response and they accepted the return. Wow. I have never experienced anything like this in retail. Crazy.

Linen Chest - Siège social / Head Office (Owner)
5 days ago
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how upsetting this situation has been. We’ve contacted the store management team, and we’d be happy to make this right. You’re welcome to return to the store at your convenience, where the team will be glad to assist you with the bed skirt. If you’d prefer to speak with someone before coming in, the store manager is available and ready to help. We value your feedback and hope to have the chance to restore your confidence in us.

1. Order is still “1-3 weeks” after nearly a month.
2. Their system is now set up so that you cannot talk to a live person, even on the so-called “live chat” and EVEN STORE EMPLOYEES cannot speak to a live person about an issue, and have NO WAY OF CONTACTING HEAD OFFICE other than an email to customer service.

It used to be a good place but after COVID clearly someone at head office has decided that customer service is not longer necessary.

Recently, I have purchased a number of items from them , including curtains, duvet cover, etc. That being said, it is obvious that the sales staff are on commission and I felt pressure to buy and felt the disappointment from staff when I did not buy or like their suggested products. Will not shop at any of the stores again for this reason. Too stressful.

A recent purchase of a queen sheet set (Hotel Five Star Luxury Sheet Set), which was highly recommended by staff and which I eventually purchased, turned out to be bust for me because the fitted sheet and pillow cases shrunk after the first wash (washing instructions on the tag were followed). Now the fitted sheet does not "fit" right or hug the deep pillow top. The fitted sheet is now too short (after wash) and shows the white mattress pad - disappointing! The pillow cases are now tight as well. I tried to post a review on Linen Chest's website but the review was rejected.

My response to the Linen Chest's reply - I did reach out to the acting supervisor on duty regarding how the new sheet set shrunk. I was told that there was nothing she could do about the issue. In other words, suck it up. I lost $150 + on this set. Bouclair, Homesense and Walmart will be my next go to store.

I placed an order since May 6th yet to receive the date keeps changing. I have tried to reach customer service but get only Elsie who keeps sending me back to the start. Why take people’s money when you can’t deliver within the said time. Linen chest where is my order.