Au Lit Fine Linens Reviews (%countItem)
Au Lit Fine Linens Rating
Address: 2049 Yonge St, Toronto, Ontario, Canada, M4S 2A2
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Had a wonderful experience shopping with Sheila. Unfortunately that is where the great experience ended.
Sheila and I discussed whether or not to get the jumbo or regular king duvet cover, I thought I would need jumbo but was recommended to go regular. So I did. When I got home it was too small. I attempted to exchange the item for the jumbo (not refund) they refused. Because it was out of the packaging. This was within a 3 day span as they were closed on New Years.
Pam the store manager raised her voice and accused me of not knowing how to take care of fine sheets.
This was an embarrassing and truly awful customer experience.
I have purchased three flat sheets, queen sized from Au Lit. At considerable cost of approximately $ 200 per sheet.
One of the flat sheets came out of the wash with yellow spots on it. Since I only use *** detergent and *** which is well dissolved before putting the laundry in the wash, as advised by Au Lit, I can only surmise it is because of the lack of quality in the sheet. I tossed the sheet into the trash.
Then I noticed tiny pinhole tears in the other two sheets which enlarged to rips. I emailed Au Lit and sent them a photo of one of the sheets along with the invoice number showing its purchase.
Au Lit responded by saying that these sheets should only last 2-4 years and it was due to wear and tear which caused the rips. This is nonsense as I have sheets which are still in fine condition after 10 years.
Au Lit told me that I would need to pay for packaging, shipping and handling of the worst affected sheet to return it to them and without any promise of a complementary sheet to replace it. Since I live in Victoria B.C,. and their establishment is in Toronto, these costs would be significant. I replied that I felt I was being stonewalled and played by them and have stopped communicating with them.
Hi Margot! Thank you for your feedback, though we are quite sorry we were not able to come to a resolution that suited you in the end. As mentioned & as will be standard policy of most any company being asked for a replacement or repair, we simply needed to be able to inspect the sheeting that you were dissatisfied with, in this case sheeting you'd purchased nearly 5 years ago. As you've noted above, you were not interested in sending the sheet back for inspection in the absence of the promise of a free replacement in return, which left us in a rather tricky spot! Before offering a replacement we at the very least needed the opportunity to identify what had gone on, whether it be normal wear-and-tear on a 5 year old sheet or indeed flawed fabric, which we were more than willing but unfortunately not able to do in this case.
To clarify a few details from our end: the client reached out saying that 2 of her sheets were experiencing wear and tear. We were able to identify her original order, which dated back to early-2015. Quality sheeting will last 4-5 years depending on how it's used and cared for, which we state clearly on our website to manage clients' expectations. Given that the sheeting in question was purchased 4 1/2 years ago, we let the client know that it is most likely that any wear and tear is simply the result of the bedding having lived its life. None the less, we offered to accept the sheeting back for inspection to rule out the potential of any sort of flaw with the fabric or craftsmanship, an offer the client refused in the absence of a promise of something free in return. We absolutely stand behind the quality and integrity of our products, but need the opportunity to inspect in rare cases like this before we can take action! We are certainly disappointed that this particular instance didn't have a better outcome.