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3.1
3 reviews
No recent history of asking for reviews
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Replied to 100% of negative reviews
Typically replies within 24 hours
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Nice feeling fabric and product until you want to return an item. When ordering you get charged shipping and an extra $4.98 for ease of returns and then on top of that they keep a restocking fee of approximately 12%. Never had this with clothing, wallpaper yes. Strange policy.
Hello! I want to warn everyone that this company has awful customer service. I ordered this set and within 3 months, there was a large hole in the fitted sheet. When I reached out to the company, I was told it had to be my error and I must new to luxury. When asked for an explanation and clarification, they opted to not respond. I have attached the photos of our emails for your review and would encourage you to read them prior to purchasing. I have never written a review of a company before, but am so disappointed by not just the quality of the sheets but the awful and insulting customer service received that I feel it necessary to share. At the end of the day, the company claimed that the fitted sheet likely tore because of poor laundering; however, if that were the case, would it then not make sense that there would be issues with the top sheet or pillow cases? In my opinion, it is okay if there is a quality error with a product, but to handle the concern so poorly and to be insulting is not appropriate. I have yet to receive a response, even now.
Reply from faceplantdreams.com
Thank you for taking the time to share your feedback. We’re truly sorry that you were disappointed with your experience, and we want to clarify a few important points for transparency.
Our team did respond to your inquiry, including a follow-up email from our Senior Vice President, addressing your concerns directly on 1/12/26. You may have missed it in your inbox. At no point was our intention to be dismissive or insulting, and we sincerely regret if our communication came across that way. That is never the experience we aim to provide.
After reviewing the photos, the purchase date in August, as well as details provided, our QC team explained that the damage observed was not due to manufacturing defect. While this can unfortunately occur even when other items in a set remain intact, we understand that this explanation was frustrating and did not meet your expectations.
We stand behind both our products and our customer care, and we are always open to continuing the conversation to find a fair resolution. We welcome you to reach back out to us directly so we can revisit this matter together.
We appreciate your feedback, as it helps us improve, and we remain committed to providing high-quality products and respectful, attentive service to every customer.
Not only is this the most comfortable lounge wear out there, it's also the best customer service, and fastest shipping, I've encountered. I made a mistake in my order, and the order was ready to ship, however customer service corrected my mistake, and within an a couple of hours, credited the amount back to may credit card. I now own 6 pieces of their clothing.
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