“Yotpo is a fundamental part of our recommended tech stack.”

Laura Doonin, Commercial DirectorThe Brooklyn-based co-founders struggled to find high-quality bed sheets that wouldn’t break the bank, so they decided to manufacture their own. After raising $237,000 in a Kickstarter, the Fulops spent the next three years bootstrapping. Today, they offer extremely comfortable, luxury sheets that start at $99.

Brooklinen has carved out a solid niche in a highly competitive market. As a direct-to-consumer business, Brooklinen focus on delivering exceptional quality & design alongside an incredible customer experience.

In the saturated home & lifestyle industry, Brooklinen faced the challenge of earning customer trust and building brand fans. They needed to connect with their consumers, develop a loyal customer base, and understand what they really think in order to continuously improve their products and service.


Starting out, Brooklinen only had a few reviews on their product pages. Jack Lorentzen, Senior Associate at Brooklinen explains, “very early on we understood that we needed a review platform like Yotpo.” Brooklinen wanted to put a user-generated content engine in place, since customer-centricity is integral to their brand philosophy — “Always speak to your customer as if they’re your friend.”

Brooklinen integrated Yotpo across their site, making it super easy for their customers to share feedback, and began to leverage user-generated content throughout the buyer journey. Brooklinen used Yotpo’s coupons and product recommendation upsell features in review requests to incentivize customers to leave reviews and make repeat purchases.

For brands like Brooklinen, customer experience isn’t just about satisfaction and support, it’s about building relationships from the first interaction. By commenting back to customer reviews and leveraging community Q&A, Brooklinen builds a two-way conversation with their shoppers.

Yotpo’s frictionless, AI-powered content generation tools, like the in-mail review submission and personalized, targeted requests helped them get tons of UGC. Brooklinen’s order-to-review conversion rate reached far above the industry average, facilitating the collection of over 25,000 five-star reviews: “We didn’t get reviews before Yotpo. Now, we get hundreds of reviews every single day.” With authentic customer content across their site, Brooklinen increased shopper trust, eased the purchase decision, and have seen a significant uplift in on-site conversion.

Brooklinen have also generated repeat purchases in the past year from customers leaving reviews who then click on promoted products or redeem the coupon incentives offered in Yotpo review requests.

The brand uses the feedback they collect with Yotpo to fuel their customer experience and service. By answering shopper questions and responding to reviews on site, Brooklinen can solve customer service issues on the spot, offer transparency, and foster customer loyalty. “We want to start conversations with all of our reviews. Whether five star or one star, we need to have those on our site so we let people know that we can mitigate situations like this in the future. If you had a shipping issue, we want to help out with that in the future.”

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“Yotpo is a fundamental part of our recommended tech stack.”

Laura Doonin, Commercial Director