Riley HomeReviews of rileyhome.com

I ordered and paid for towels 2 weeks ago. Riley home never contacted me with a delivery schedule, never sent me an email confirmation, and have been unresponsive to voicemails, texts and emails. They did take my money, though. Complete scam. Not sure why the New York Times would recommend them?

I ordered Riley Home’s premium spa towel after seeing it recommended by the New York Times Wirecutter, which turned out to be a mistake. Within a week, the towel loop frayed and broke off. I contacted Riley Home, and to their credit, they offered a replacement and sent me a prepaid return label. That was the last positive part of the experience. It has been over six weeks since they received the towel, and I still have not received a replacement or a refund. Every email I send gets the same canned response: “Please know that we take your concerns seriously and are committed to resolving this matter promptly.” Nothing ever happens after that. For a company that charges premium prices, I expected premium quality and service. Instead, I received a broken towel and empty promises. I am thoroughly disappointed with both the product and their customer support. Save yourself the frustration and buy from a company that actually stands behind its products.

Have been unable to leave a review on the Riley website. I assume that the exclusively three to five star reviews that persuaded me to make a purchase are either false or cherry-picked. I purchased two sateen cotton pillowcases for $80, thinking that it was worth the money to have something high quality. These are probably the worst pillowcases I have ever owned. Their surface is rough enough to use for exfoliation, and they are so thin that I have to use both of them on one pillow to get adequate thickness. They have been through the wash about 10 times, and have not improved in softness. I've ended up using them on a pillow I use for bolstering, since I don't want them near my skin, but having spent so much on them can't bear to simply throw them away.

We got the Riley Spa Towels after reading the positive Wirecutter review and really drawn the the loop feature. However after 9 months, the loops frayed and broke off. Customer Service offered 20% off a replacement and called it normal wear and tear. Very disappointing customer service and poor quality for the price.

Towels I purchased all have pulls. They are basically falling apart as I wash/dry them. Extremely expensive and poor quality. The company doesn't stand behind product. Their answer is, basically, "that's too bad for you."

Do not purchase from this company. Not only do they not provide return labels they charge a restocking fee and now they claim they did not receive my return despite UPS showing they delivered the items. They also do not provide phone customer service only email that does resolve the issue. Like others said, I now don’t have the towels I returned or the money owed for the return. Plus the towels did keep have developed runs within the first two weeks and the loops are useless because they are not strong enough to hold the bath towels without ripping off after a couple weeks. Horrible and hope they do go out of business!

I received a bathrobe from Riley Home as a gift, and a few months later, it’s torn and falling apart. I sent photos to customer service, and all they would offer was a 20% discount. I’m extremely disappointed in the quality and follow up. I would not purchase anything from them in the future.

used to hold Riley in high regard for their quality and transparency—but after a recent experience, I won’t be purchasing from them again. I submitted a warranty claim for my White Goose Down Comforter after the down shifted dramatically to one side, despite its baffle-box construction. At the time I filed the claim, Riley’s official Terms & Conditions page clearly stated a five (5) year warranty on this product. I even provided them a screenshot and a cached version of the page, dated July 22, 2025, proving it. Despite this, Riley changed the terms of their warranty policy—after I submitted my claim—and then refused to honor the version that was publicly available on their own site. They acknowledged the discrepancy, admitted the outdated terms were visible, and apologized, but still insisted the warranty is now only three (3) years. Their final offer? A 20% discount on a future purchase. In my view, this is a classic bait-and-switch. When a company won’t stand behind the terms they themselves published, that’s a dealbreaker. I’m sharing this to help other customers make an informed decision.