Tracy Brom's experience with Brooklinen highlights the limitations of the company's refund policy. After receiving sheets that were uncomfortably hot and scratchy, and despite previous replacements due to tears, she sought a refund. However, Brooklinen insisted on refunding only to her original closed credit card, offering store credit instead. While the service offered replacements, the rigidity of their policy frustrates customers who change payment methods. The discussion emphasizes the need for more flexible refund practices in modern retail.
Tracy, I think you've gotten a lot of use out of your linens. Hotels replace their sheets every two to three years because of wear, and some of them more often.
I understand that refunding only back to the original credit card protects the business. But it is unrealistic for customers who often switch their payment methods or get new credit cards.
Bottom line: If Brooklinen is going to issue a refund as a goodwill gesture, why not go all the way and send you a check?
I understand your misgivings about your sheets. I don't like scratchy sheets either. But maybe you should buy your sheets from a store so you can feel them and check the quality before buying.
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