Riley Home Avis 57

Really impressed by the spa towel my wife loves it got it for a gift for her

I saw riley spa towel on wirecutter and bought it again and was really impressed by the high quality i even received a free tote bag with the order

I cannot recommend this company. We ordered a full/queen down alternative comforter after reading positive reviews from WireCutter, NYTimes, etc. I should have delved deeper.

Customer service is non-existent unless you enjoy AI responses to your emails. They try hard to have you believe your concern is being read by a real person but it’s not. Their phone contact number is voicemail only …no real person a.n.y.w.h.e.r.e. I found that extremely frustrating.

The comforter? There was an unpleasant smell emanating from the plastic carrying case b.e.f.o.r.e I even opened it. Upon opening, the off-gasing was awful…we spread it out over furniture but it smelled up the whole living room and down the hall. We hung it out all day today and even though it’s better, it’s still noticeable. Very disappointed considering the cost. Returning it will be a nightmare and I have no confidence in getting our money back, so now we have to take it to a laundromat and hope for the best. So disappointed.

Note—be cognizant that Riley does not deliver to PO Boxes.

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.

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.

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.

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.

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!

I purchased a duvet insert in 2021 that is still under warrantee. Unfortunately, the quality of the item has not held up. Many of the quilted squares are completely flat. The company claims this is normal wear and tear and refuses to replace or repair the duvet insert. Only option is a discount to purchase a new item from them -- which is absurd if this is the quality I can expect from them. Cannot even write a review of the duvet insert on their website. It was fine at first, but they clearly do not stand behind their product.

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.

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!

Total Satisfaction—A Happy Camper

Riley Home products are excellent quality goods that are simply well made, luxurious and of the highest quality. I have not been disappointed by their towels, bath mats, bath robes, percale bed sheets and throw blankets.

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!