Poor
Based on 69 reviews
Riley Home2.7Honesty, pricing, process and quality scores appear once 5 customers have rated them.
We are excited to share Riley’s beautiful craftsmanship with you. For those with champagne taste on a rose budget, Riley simplifies the acquisition of luxury. By providing unparalleled quality, reasonable price points and superior customer service, Riley challenges the status quo in the bedding and bath industry.Riley has exclusive partnerships with Portugal’s finest textile mills as well as global and US-based manufacturers. Our launch bedding collection consists of sateen and percale sheet sets, duvet covers and shams in a variety of styles and colors, down and alt-down comforters and pillows, as well as luxury gift items like a 2-in-1 blanket/pillow and eye masks. Our launch bath collection includes towels in two varieties, plush and spa, terry bath robes and hooded waffle robes, as well as texturized bath rugs. We hope you will spend the night with us.
Riley Home (rileyhome.com) has 69 customer reviews on Folks Told, with an average rating of 2.7 out of 5.
Showing 36 reviews with 1 star · Clear filters
Brenda G.
Each of the four towels I bought developed many, many pulled threads within a few washes. I’m embarrassed to use them with guests. When I contacted them Riley only responded by telling me that my three months warranty was over and there was nothing they could do. For towels this expensive they should stand behind their product.
Benjamin M.
Riley Home actively discourages returns. I ordered one towel, and knew right away before removing tag or washing that it wasn't a good fit. 1) I believe their return policy is written in a way to be intentionally misleading. I did a quick read before ordering and thought it was pretty standard for online shopping. However, you need to: 1) submit a return request including a photo of the item; 2) pay return shipping yourself; 3) pay a $9.99 restocking fee. 2) They responded to my return request with an email subject "Return request rejected", and additional language about rejection in the email body... but also instructions about where to mail back the return. I was genuinely confused and through several back-and-forth emails, they continued to use the word "rejected" until I pressed them as to what was actually being rejected. They never answered that, but said I could mail back the return. Their products may be good, but don't order from them if you think you may want to return something.
Tariq M.
Terrible experience from start to finish. I ordered two towels at $75 each, expecting luxury quality, but they were dull and underwhelming. Definitely not worth the price. The return process was even worse. Riley initially gave me the wrong return address, and I had to pay out of pocket to reship the towels. Even after the package was confirmed delivered on April 3rd, I heard absolutely nothing. I had to follow up multiple times and finally send a formal complaint—only then did they issue the refund. It took over six weeks from the original return for me to get my money back. Completely unprofessional. Never again.
Rebecca Levy G.
if i could give this zero stars I would. I will spare you the details of how awful their customer service is and has been, you can find that on the BBB site but they have now kept an item that they had me pay to mail back to them for a return and have not fully refunded it they have only partailly refunded. So we have been charged $100 for an item we don't have in our possession that they are keeping. I am not claiming to be versed on law by any means but I would think this is some type of theft and/or fraud. DO NOT PURCHASE FROM THIS COMPANY. WORST SHOPPING EXPERIENCE OF MY LIFE!
sam
I would avoid this company at all costs. They are surely going out of business soon. They do not uphold their warranty and have not released any new products in years. They have no live chat or phone number as they state on their website. I am highly skeptical that they even sell the same products or the same quality as they used to.
Vincent B.
I purchased the white goose down comforter less than 3 years ago. It supposedly has a 5 year warranty. Approximately 50% of the down has either shifted or come out of the cover. I reached out to Riley for a warranty replacement and they basically told me it was "normal wear and tear" Instead, they offered a discount to buy a new one. I have down comforters that are 15 years old and have not had the down loss or shift of this one. I am well within the 5 year warranty and they will not honor the quality of their product. I wish I could include pictures as the shift and lost is horrendous. Not exageratng when I say this is the worst down comforter I have ever owned. Riley blocks my ability to leave a real review on their website. I've tried for quite a while and also requested a link from them to review direct. Crickets. Lastly, it took 2 weeks for an email response after having to follow up 3 times and call their "voicemail only" number to get their take on the warranty. Based on their response times and canned response I would assume they have labor issues and/or are struggling to stay in business. Caveat Emptor!
paula C.
Riley is almost certainly going out of business and they just haven't announced it yet. Almost all products pictured on the site are unavailable. The chat which is supposed to operate 9-5 EST is not in operation. Their corporate number is not answered but when picked up goes straight to music. And email, their stated preferred mode of communication, goes unanswered. Don't need any other signs that they are not really operative and after my very disappointing experience with SnoweHome when they went under I am sensitized to what can happen when you place an order and your form of payment is accepted-likely nothing. The law requires that once a site has taken your money (and processed it) their obligation at that point is to send the item to you. That is unfortunately all that is required: They don't have to answer the phone or email or text and they don't have to offer replacements or anything a good company would do. SO-If you have been ill-treated by Riley take your issue to your credit card company or to your bank and there is a process for them to issue you a refund after doing some research on your situation. If I have been wronged I have always been able to secure a refund from my bank which then does a chargeback to the customer. You can start by calling customer service at your bank or card company. This is a businesslike and secure option for you and much preferable to feeling as if you have been scammed-good luck!
Ella L.
Terrible experience with Riley! Their operation, their customer service are way below American standards. They lure clientele with sales items they don’t have in stock, instead, they send the wrong items. I ordered a fitted full size cotton shit in mist color. Instead, I received two pillow cases in pink linen. No labels, no receipt - just a plastic bag with the wrong item. I had no time to deal with returns, etc, so I just ordered the same sheet again. And received the wrong item again! When I contacted Riley (you can’t reach them by phone, only email), they told me to photograph the package, the item, so they could issue the return label ( just like in a third world country). They also told me that the sheet I had ordered TWICE by then, was not in stock( even though it still shows available on their website). In any case, the whole purpose of buying online is about convenience. This company and their products are not worthy of your time and money. I have lost $160 , but I am so disgusted by my communication with them so I am just willing to move on. Ehile advising other potential customers to shop elsewhere.
