Chilewich Reviews

The design and aesthetics of Chilewich's products are really nice, but I've noticed some serious issues with how they run things. Orders regularly miss their promised delivery windows by weeks, and if you try to follow up, you get nothing but silence. When you finally do get someone to respond about custom order dates, they seem confused and say they'll call you back within a day, then you never hear from them. I phoned their support line and was told by the rep that they forgot to send the promised email. Honestly, I've had much smoother experiences buying through their authorized retailers instead of going straight to the source. Those stores seem to have better luck getting Chilewich to actually communicate. The products themselves are solid, but the company's inability to meet deadlines and keep customers informed is a real problem.

Really disappointed with how this was handled. I grabbed a mat during Black Friday sales and when it showed up, it was the wrong one. I contacted customer support and they asked if I wanted to just keep the incorrect mat and get 20% off next time I order. That makes zero sense to me. Why would I hold onto the wrong item just to maybe save money later? I told them I wanted the correct mat and a return label to send back what they sent by mistake. They said I'd have to place a new order for the right one and couldn't apply the Black Friday deal. I asked about this but haven't gotten any follow-up. So their error now means I have to pay more to get what I originally ordered, plus I had to make an extra trip to drop the package at the post office. Haven't dealt with customer service this bad in years.

I've asked Chilewich many times to quit sending me promotional mail to my house. They assured me they'd remove my information from their system, but I'm still getting their marketing materials seven years later. It's frustrating that companies treat customer data like it's theirs to do whatever they want with, and that a simple request to be left alone gets ignored. It feels invasive honestly. This has made sure I'll never buy from them again.

If you're ordering from outside the US, think twice. I placed an order through the Canada site and after five weeks, nothing. Their customer service email goes unanswered even though I've sent multiple messages over the last couple weeks. There's no phone line for Canadian customers, so I called the US side and they could see my order was in their system and gave me an order number, but basically said they couldn't do anything about it. At this point I'm filing a dispute with my credit card company since this feels like a fraud situation.

Still haven't gotten my package. The delivery person left a note saying nobody was home, but we were definitely there waiting all day. My mom tried to pick it up and they wouldn't let her. I emailed Chilewich six days ago asking for help and got nothing back. When I called US customer service, they had no idea what to do or how to help. Is this what passes for customer service?

Wow, just WOW on the customer service front! I grabbed some placemats from a retailer that stocks Chilewich, and something wasn't quite right with them. I reached out to Chilewich directly and they totally went above and beyond to fix it. No hassle, no questions, just took care of it. Big shout out to Candi for making this right. Really impressed!

Found the Chilewich Canada website and I'm so glad I did. The variety of placemats and rugs is fantastic. Looking into the company more, I learned they're US based and actually manufacture their quality products here too. I was really impressed by how they handled things. Katie from their customer service team called me back right away, which meant a lot especially since it was a holiday weekend. Super friendly, helpful, and professional. Really grateful for the experience.