Complain about a product or service

Linens 'n Things

Christina of Denver CO (07/12/08)
I was looking for a certain picture frame that [their] stores carry. When I called this store & got the manager{ Janet}, I asked if she could help me fine the frame in her inventory on the computer, Her answer was. I am just to swammped to help you with that & this time! I can not beive that she is a manager let alone would treat a customer of the store with such rudeness!

I later called back to get the address of the store & the cashier Brittney told me that she did not know it. I was then transfered to Janet again & she said that she would have to find a receit to look it up! No wonder the stores are closing! [Their] team's need a class in Customer Service big time! I would be happy to come & teach them all! Christina Antonio Denver CO.

Jan of Dunstable MA (06/25/08)
On or about June 2, 2008, I purchased two Tablecraft beverage dispensers based on a sign on the Nashua, NH store's end cap that advertised a $10.00 rebate per item. I was told the rebate expired one day prior but was told by the cashier and the store manager that since the sign was still up I should submit the same as I was still eligible. I did so, that day, with a note explaining the situation but was declined my rebate via postcard received yesterday that stated Purchase date on sales receipt does not fall within program dates.

Now I have two items that I would not have purchased at all let alone at the full price of $29.99 each. I feel I cannot return the same as I used them once and no longer have the original packaging nor sales receipts which had to be submitted along with the UPC codes and rebate forms.

Lolita of Los Angeles CA (06/03/08)
I purchased bathroom furniture online at Linen N Things because the website claimed that the items were not available in any of their stores in my area. Later on, I went to their El Segundo location to pick up the items that were listed in stock on their website plus a few other things. When I arrived at the store I noticed that everything that I needed was there. I then asked a manager and another employee if there was any way that I could cancel my online order and purchase everything directly from the store at that time. Both Linens N Things representatives told me that I could indeed do this if I had purchased the items online the same day. They told me to call and cancel as soon as I returned home.

So I purchased 4 large items and 2 smaller ones. As soon as I returned home I immediately called the Customer Service Department's number that I located on the website. I then spoke with a lady named Roselyn, told her the situation, and she told me that she would cancel my order. At the end of the conversation I asked if the cancellation had been taken care of and she told me yes. On Sunday, June 1, 2008 I happened to check my online bank account and noticed that I had 2 large purchases from Linens N Things which prompted me to check my e-mail, there I found and opened an e-mail stating that my order had been shipped. I then called Customer Service again and spoke with man by the name of Dwayne. Dwayne informed me that Roselyn had misinformed me about the return that I thought she had properly taken care. Dwayne told me to accept the order by Fed Ex when it comes and then either take it back to a Linens N Things store or wait for a return authorization form and go to a UPS store and have it returned to them.

Both of these options are an inconvenience to me when it would take my time and gas to do either of those things and I'd have to pay another shipping fee by taking it to the UPS store when it is the representatives at Linens N Things who have gotten me in this dilemma due to their lack of knowledge on their company's policies and procedures. Not only did I have a bad experience with the Linens N Things representatives, when I assembled the bathroom furniture there were various areas of damage on all 3 of the cabinets that I purchased. Since I assembled the 3 cabinets plus the bench that I purchased from there & did not want to take them all apart and take back to the store I decided to deal with the scratches, dents, and minor imperfections. It was enough of a hassle for me to get all 6 of the large items that I purchased in and out of my vehicle so I wanted to save myself the trouble as well as the person who I would have returned it to at the store.

After this I was filled with fury and filled out an online complaint. When I received a reply via e-mail from a Customer Service Representative I read the weakest attempt of an apology that I had ever heard. There was no attempt to try to accomodate the return of the products which was very displeasing. On Monday, June 2, 2008 when I came home from work there were 2 large items sitting on my porch from Linens N Things. I was very disappointed to see that these items had been left in front of my house for I don't know how long and that I did not have to sign for them at all.

I then called the Customer Service Center again and was told by John that all of the Managers and Supervisors were busy & could not be reached since it was extremely busy on Mondays. John took notes on my problems with Linens N Things and advised me to take it to their nearest location to return it and he requested for the shipping fees to be waived as well. He did explain that there was no guarantee that I would receive the shipping fees but that he would still request it. I am very frustrated, irritated, and far from satisfied with the service that I received from Linens N Things. I demand that they stop the shipment because I would refuse it & demanded that an immediate refund to my checking account be placed. This is the worst customer service that I have ever experience with any store and as frequently as I visit and purchase items at this establishment I would never have expected anything as horrific as their service and lack of knowledge from their employees on store policies and procedures. This encounter with Linens N Things has truly been a disappointment and catastrophy and I refuse to ever put myself through anything like this again by shopping there.

Since I have not yet had a chance to take time out of my busy schedule to take the items back to a Linens N Things store I will in fact return the items to the same location where I made the in store purchase. It infuriates me to have to spend the short amount of time that I have between my 2 jobs (1 full time and 1 part time) and my child to take these items back and go to one of their locations that it totally out of my way because of their mistakes.

Mariann of Trenton NJ (03/26/08)
I called the credit card of linen n things to change my address. We are temporarily moving in with my in-laws in Ga from NJ. I gave them my new address. I told them I will call them with my new phone # when I get one. About an hour later they had called my in-laws #. I called them and asked why they called there and bothered them, they said they could not confirm the info that I gave them with public records. I told them we didn't move there yet and we would be there in 6 days. I just wanted the bill to be sent there, also my balance at the time was 0. They said I had to take a test to confirm my identity. I gave them the last 4 digits of my SS and my DOB. They said that was not enough and started asking me questions like did I buy a gas card in 1991? I said I did not know when we got one, we have Exxon but I don't remember that many years ago...17 years ago. Then he wanted my DL #. By now I was getting annoyed and said just cancel the account. He would not and told me he was going to suspend the account because I would not answer all his questions. I asked to speak with a supervisor, He said the same thing. I had just changed the address on at least 8 other credit cards and none of them gave me such a hard time. I called the main # and canceled the account. They treated me like a dishonest person.

I don't know if they really canceled the account and I do not want to be suspended for not answering their personal questions. I don't want my credit threatened by this.

Tracy of Manchester NH (02/26/08)
I found blinds on display at Linens n' Things that I wished to purchase. I received a $500 gift card from a family member to purchase these blinds. I went back to the store to make the purchase and was informed I could only purchase them through a company they contract with called 'American Blinds'. I went online and found the blinds I wanted which are on display at the Linens n' Things store and called American Blinds to order them. I was informed by American Blinds that they are a separate company and will not honor the Linens n' Things gift card. I went back to the store and spoke with the manager (Kim), and she agreed they (American Blinds) will not honor the gift card as well. So therefore I asked for a cash refund of the gift card, and she refused. I explained the only reason I had the gift card was to purchase the blinds; and since I couldn't use it to do that, I would need to purchase them elsewhere.

No one informed my family member at the time of the gift card purchase that there are certain items on display in their store that you cannot purchase with a gift card. I feel this is dishonest and false advertisement. She instructed me to call their corporate office. I called and spoke with the Sales Manager on 02/18/2008 who said he would forward the issue and have someone get back to me. No one returned my call. I left a second message on a voicemail system on 02/25/2008 asking for a return call and explaining my issue. On 02/26/2008 I received a call from Suzanne from the corporate office explaining their refusal to issue me a refund. I asked to speak with someone higher, and she had Katherine Lalaime call me (Director of Guest Services). Katherine also refused to issue me a cash refund saying they would only credit the Visa card it was purchased on. Since this was a gift, I found that to be an unacceptable resolution. I asked to speak with her higher up, and she claimed the only person higher than her is the Chairman. I asked to speak with that person and was told he will not speak with customers. So far, no resolution has been had.

I had to purchase the blinds out of pocket at a different store because I could not use my $500 gift card.

Stack of Phx AZ (02/24/08)
I went to return an item which fell apart but it said satisfaction guaranteed. I had the receipt but according to store it was past their return date. Nowhere on receipt is noted a return date. IF this is true they should note this on their receipts. They offered to replace it with something similar but they could not find anything similar or even apply the cost to another purchase. Their stores are not at all conveniently located and I will not make a special trip for a return due to the cost of gas so I just wait to return something when I am in the area of where they have a store.

The thing is in 2 pieces whereas it should be in 1 piece. I also hurt my hand trying to use it. I just want others to know about how this chain operates. I would also like this chain to be advised to put a date or a statement as to the return of an item on their receipts.

Maureen of Edmonton OTHER (02/21/08)
I returned two Christmas gifts for refund and was advised that they didn't give refunds, and I would have to take a gift card. I purchased a few items and was advised that there was $86 left to use. A couple weeks ago, the clasp on my purse broke, and by the time I realized it, I had lost three cards, one of which was the gift card issued by Linen N' Things. I contacted the store and was advised that their policy states that they do not replace lost or stolen cards. I told them I was not given a choice whether I wanted a card or not as the items I returned were gifts, I had no option but to deal with them.

When I asked how I was to redeem the $85, I was told there was no way for them to do this. I'm sure there are a lot of people out there who have lost their cards, and the store now has money that I feel it's not entitled too. My only reason for submitting this complaint is so other people are aware that when they purchase gift cards, they should advise the recipient that if the card is lost they are out of luck. Thank you for taking the time to review this complaint.

Just disappointment in this particular organization.

Wilma of Surprise AZ (01/07/08)
During the summer we made a purchase at Linens N'Things and expected a rebate check; we never received it. After returning from our summer trip, I tried to call them; the line was disconnected! We now are waiting for another rebate of $5.00. It has been two months. We still do not have it.

Poonam of Olathe KS (11/20/07)
We bought a Fagor pressure cooker from Linen and Things during Labor day weekend. I had a mail-in rebate of $10. However there is no contact information available nor have they sent us any rebate.

Charlene of Benicia CA (04/06/07)
There was an error in the amount I paid on my account. My balance was 64.37 and I ended up paying 643.70. This was done with online banking using Bank of America. Several days after this payment had been electronically transffered, I realized what I had done and called them. I was told they did not have the payment yet, before I could obtain any refunds The check had to clear When I explained this was done via wire trasffer the response was "Banks Lie."

After requesting to speak to a supervisor a very arrogant women calling herself Ms Anderson, preceeded to tell me that I had to send documentation to her showing the transffer of fund, even though my account all of a sudden reflected a credit balance. I faxed all these items to her the beginning of this week, it is now Friday and I'm being told that it would take 30 days for a refund to be issued. If I had been late on a payment would they have dismissed 30 days of interest ? No, however they expect me to wait 30 days for a refund with no penalities to them. How many others have they done this too? .

Stacy of Romeoville IL (3/16/03):
My fiance and I decided to register for our upcoming wedding at Linens 'n Things. We spent 2 hours at the Bolingbrook, IL store registering.

We turned our gun into the cashier (Chris) and she told us she saved our information. After a week I noticed my registry was not up on the internet. I called the store and the manager (Annie) informed me that my information must not have been saved and there was nothing she could do, I would have to come in and register again. She didn’t apologize or offer to search the guns, nothing.

I called the Corporate office and filed a complaint. They told me that someone from Corporate should contact me within 24 hours. One week later, I haven’t heard anything. I’ve called twice since to try and get any type of information, and they just say, “Someone should be calling you soon.”

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