To be fair, I must say that I have always been satisfied in the past, and their customer service was in my top 5. I also understand that things are difficult for companies due to covid, which may partially explain why it took them 9 days to respond to my email. I wrote a 1 star review of my purchase of their flannel pajama pants, and they did not put it up on their website, although a later 5 star review was there. When I finally heard from customer service, I did receive an apology for my disappointment in the clothing, but was told that my review may have been too personal. Huh? Reviews are based upon the personal experience of the shopper. I used no foul language, gave no personal identifiers, did not mention other companies, but simply described my personal problems with the pants. As a matter of fact, I stated that I was previously always satisfied. The problem was that their "organic" pants contained a black elastic that smelled strongly of petroleum distillates, to which, as a chemically sensitive person, I have a physical intolerance. In addition, my medium-sized pants were 5" too long, the waist was too big, and the rise was too short. I am wearing the pants now that I have removed the elastic, converted them to drawstring, and double-rolled the pants legs. They list these pants as "new", and I wonder if they just did not want to reveal a bad review. I was told that my information would be passed on to their Product Development department. I vote with my dollars. I have removed myself from their catalog and email lists, and will shop elsewhere in the future.I am a long time customer of Coyuchi who has over paid but, happy with most of my purchases. I will no longer buy from them due to mislabeling on a $600.00 set of linen sheets for my queen size bed. Due to a couple of stains, I followed the label exactly with a high quality non-chlorine bleach that I have used for several years. The label says "non-chlorine bleach as needed". The sheets ended up with white circles all over! I contacted customer service and thoroughly explained what happened. Rather than replace the very expensive purchase, they offered a15% discount on new sheets. So, they profit from their mis-labeling and I loose. Well, considering how much I have spent over the years and that I'm no longer a customer...they actually loose. Didn't they do the math? I've been shopping for a new set an am really surprised at how much I've overpaid for the 100% organic linen sheets made in Portugal. No more!Another company whose quality has gone in the toilet the last few years. I purchased a bedding set in 2020 and had no issues. Purchased another a year later and experienced holes in the middle of the sheets a year and a half after having them. The buttons on the duvet don't stay buttoned. Contacted the company directly and received no response. Products used:Organic crinkled percale minimalist set Service Value Shipping Quality