I spoke to someone on their chat on their site, it was a real person

You can reach a customer service rep but they they quite literally do nothing to help you. They simply repeatedly tell you that while they can't help you, someone that can will contact you. This is an out and out lie. Never in over two months of repeated emails and phone calls have I ever heard back from anyone at the company that can actually do anything to help me. This includes providing a refund for my order that was never received, I am out over $100 and now have to work with the bank to try and get the charges dropped. After reading multiple comments exactly like mine, it's clear this is a very common fraudulent practice of Flax Linens. BEWARE!