I had the same experience. Spoke to someone on the phone 4 times. They said they'd call back or email. Each time, they never did. The emails I sent to hello@flaxlinens.com all were unanswered. Their chat bot was never available - I left messages on it which were supposed to be returned - they never were. I was very forgiving and sympathetic to a small business during a pandemic - but they never once returned a call or sent the merchandise or got back to me - they just deducted the money immediately from my card, kept it, never sent anything and never did anything with customer service except waste my time.

I contacted them through their online form and got an answer back within 4 hours

I placed the order and after 3 weeks and my continuously chasing the customer service department, I was told that the order was wrongly made and they would have to re-do the order. I was fine with that as they promised me 7 days turn around for this order. 2 weeks passed and no response or update on the tracking information. I tried reaching out to the customer service department, they took the information and said someone would reach out to me but didnt have an ETA. I am still waiting to hear back, and no one has reached out to me. I still dont have the order or the money back. DO NOT BUY from these people. They are liars.