Chilewich Reviews 8

CHILEWICH has great tastefully designed products, but their continued shoddy customer service makes me suspect that there are inherent problems internally within the company.

If you don't stay on top of an order, weeks can go by after the estimated delivery date with no communication from them, nor any answers as to why they do not stick to their internally generated Required Ship Dates for custom orders.

When you ask about the dates, you are met with befuddled responses and a promise to get back to you within 24 hours and then once again no response.
When I called customer service today to ask why I had not received the promised email regarding the order, I was met with an "oh, that was me and it slipped my mind."

I have had much better experiences with CHILEWICH if items are purchased through their approved vendors. I would avoid ordering directly through them and go to an outside stockiest so that the store that you deal with has to hound CHILEWICH for answers.

Great product, but lots of issues with communication and estimated ship times.

Terrible customer service. I ordered a mat during Black Friday and when I finally received my order it was the wrong mat. I contacted customer service and they asked if I would like to keep the mat and get 20
% off my next purchase.....why would I want to keep the incorrect item for a discount when I order again one day???? That doesn't even make sense!! I said I would like to have the mat I ordered and return label to return this one. They said I would have to reorder the mat and didn't offer the discount I originally had. I requested this but haven't received a response. So they screwed up and for me to replace the mat that I originally ordered I now have to pay more for it. I also had to go out of my way to return the item to the post office. I haven't had such terrible customer service in a long time.

Despite asking Chilewich MULTIPLE times to stop sending unsolicited marketing to my home address – and being assured that my dates was deleted form their system – I still continue to receive unwanted marketing seven years after my last and final order. I absolutely hate that companies can treat customer data like a commodity and that a polite request to be left alone is ignored. It's creepy and it ensures that I will never again make the mistake of purchasing anything from them.

If you are shipping outside of the US this is basically a scam. I ordered through the Chilewich Canada site and they haven't shipped my order after five weeks. There is no response to their customer service email address after multiple messages over two weeks. There is no phone number for Canadian customers, so I called the US customer service line, which could confirm my order *existed* and I had a valid order number but could do nothing else to help me. I am going to have to report this to my credit card as a fraudulent charge.

I am still waiting for my parcel. The delivery driver dropped a note to say we were not at home: we were waiting all day and then my mum was not allowed to collect the parcel. I sent a mail to Chilewich 6 days ago t get some assistance and I got no answer. I called the customer service in the US, they couldn't help. Is this customer service???

INCREDIBLE CUSTOMER SERVICE!!! I purchased placemats online from a vendor (not Chilewich directly). I had minor issue with them and reached out to Chilewich. They more than made it right…completely hassle free. Thank you Candi. :)

Just discovered the Chilewich site for Canada.
Such a great selection of placemats and rugs. I learned so much about this company, which is located in the USA.
Their quality products are also made in the USA.
I was so impressed with their customer service. Katie, in Georgie, returned my call immediately. So appreciated, especially on a holiday weekend.She was so pleasant and helpful.
With gratitude,
🦋Rosemarie Taylor, Toronto

UPDATE: After multiple efforts to reach out and speak with to the company they were kind enough to help me with resolving and replacing my faulty item. It is definitely very nice of them to have made an effort to help me but I do wish that it didn't cost me so much back-and-forth in order to get a solution. Either way I appreciate that they care about the customers they have.

OLD: For long time I loved this brand and suggested that all of my friends/family purchased from the company as well. I truly believed that the quality was worth the price. A few years later and many products later - I can confidently tell you that this product is trash. ( I hate using that word but it best describes the quality).
I have a grey kitchen floor runner that has a nonslip bottom, they claim that it's washable... Online they even state that you can wash it with a water hose in your backyard. I can confidently tell you that it has been a nightmare to clean this runner with a basic moist rag. Everything gets stuck in it, we broke a glass and shards from the glass got trapped in the texture regardless of how many times we've vacuumed. But the worst part is the bottom nonstick portion - has nearly permanently stuck itself to my granite tiles in the kitchen. I literally have chunks of the black nonstick backing attached to my tiles that I have to scrape off with a knife. To make matters worse I reached out to the company and the response I got was " you should get a nonslip liner for your runner"....???? Then what's the point of purchasing this "nonslip runner" to begin with?.... You would think for the price they would at least offer a replacement. Or even offered to send me something I can put it between the rug in the floor. But no.
The second thing I've had incredible issues with is a beautiful gold runner for my dining table. This thing cost a fortune. The problem is I've noticed that whatever you put on top of it ( for instance a mug, a plate... Basically whatever goes on the table) the texture and color will transfer itself to the porcelain bottoms! I didn't realize what was happening until I saw that the gold portion was missing in patches all over. On one occasion I sanitized my phone with a Lysol wipe, and place it on my table, the corner of my phone was on top of the runner... When I remove my phone not only did the color disappear from the runner but it also transferred onto the back of my phone!.

Honestly for the price that you pay - these products quality is a joke, and the customer service is even worse. I will never be purchasing from this company again ( even though I have at least 20 products from them at the moment) .... But with issues such as nonslip backing ripping off and damaging my floors As well as color transferring off - I would highly advise against this company especially since they don't back their product. Maybe years ago this company was worth it but the past 3-5 years the quality has plummeted.