Back2linen Reviews 

I paid CHF 674 for linen curtains that arrived too short. The so-called blackout lining turned out to be a darkening lining, and is 10+ cm shorter than the linen layer, so light would come through a lot. The linen itself has a narrow bottom hem, leaving no flexibility to correct the length properly, while the blackout lining has no bottom hem at all.

I contacted the seller about this. Sent them a photo. At that point seller seemed to be willing to find resolution - that I take them to tailor and they reimburse or I send them back.

What followed has been ridiculous.

After I had a quote from a tailor for now 1,5 months, I have been stuck in endless back-and-forth with Back2Linen.

While they had confirmed reimbursement of the alteration cost before, they then 2 months since an order suddenly want me to hang the curtains again, measure them from top to bottom and take new full-length photos before they will confirm anything. Because only after they will decide if to reimburse corrections needed, and decided they'd would make a tailor pay for it(!)

I am 31 weeks pregnant, working and with a small child for whom these curtains were ordered to begin with. Yet 2 months later they suddenly want me to start hanging defective curtains again because they now need more proof to even consider keeping their own word.

Meanwhile the VAT issue has evolved. I was sent a quote for the curtains in CHF and my understanding was it was a final price. Yet I got an 83 CHF bill from Fedex during the weeks we were already arguing. I started to look into it and noticed that the price on their website doesn't change if you choose an EU country or Switzerland like in my case, which pointed that I was double taxed. I asked seller a simple question: was Latvian VAT included in the CHF 674 I paid and if so they should reimburse it (standard export rule is to deduct local VAT)? Instead of answering, I repeatedly got evasive messages about their general business taxes and costs in Latvia. When I asked for a proper VAT invoice, they sent me the FedEx commercial customs invoice, which did not show the VAT rate/amount or net amount.

On top: I submitted a review on Back2Linen’s own website twice. Neither review was published. Their website continues to show positive reviews, but my negative review simply never appeared.

I paid in full upfront, accepted delays beyond the timelines they provided, received curtains that were too short and badly finished, paid Swiss import charges on top, and spent 1,5 months trying to get them to take responsibility for any of the mistakes they've made.

Instead, I have been met with evasive answers, moving goalposts and promises that are later reopened or walked back.

So what I am left with is: curtains that need corrections (my daughter asked for pink and is of course upset with situation, but that is a different story), while I paid CHF 674 paid (incl. local Latvian VAT) + CHF 83 unexpected Swiss taxes and fees (on top) + almost 2 months of messages YET NO RESOLUTION. Only more of my time wasted.

I feel so frustrated, upset and even offended as a customer. At this point, having analyzed & re-read their messages, how the reviews are filtered, how they find new ways/reasons not to accept any responsibility and avoid answering simple VAT question - I understand there will be no resolution or responsibility taken and they just stretch time and find new reasons why not to do anything. I will survive the cost of this lesson, pay myself for corrections (With total sum could have ordered a more high-end brand), yet since I already wasted so much time on this, I'd rather spend it so others know this company has no values or commitment in front of its customers or employees, they do not care for reputation, only money (even if it means saving peanuts for a business).

I would absolutely not order from Back2Linen again and it now feels ridiculous I was originally planning to order more curtains from them...