Silk + Snow Omdömen 422

Silk & Snow Delivery

The delivery was made. But never have I seen such unpleasant and unhelpful delivery employees (High Energy Transport). The delivered goods are very heavy; delivery employees have the equipment to carry them up to a second floor. They leave the goods at the door on a rainy day, and no delivery slip is issued, no assistance is offered, no technical support is available to file a complaint. It is clear that the "testimonials" on High Energy Transport's website are fake, since they filter out negative comments. Silk & Now and Hig Energy Transport should publish ALL customer reviews, for the sake of transparency and honesty. I do not recommend their services nor products. It's time to change their delivery methods and have their employees to be more courteous and helpful.

I purchased two full sets of pure linen sheets from Silk and Snow, expecting high quality and durability. Unfortunately, both sets shed excessively, leaving a fine dust all over my room. Additionally, the fitted sheets have become extremely thin, and I’ve noticed rips developing after just 13 months of use.

When I reached out to the company for assistance, they requested a sku number for the sheets. I asked for guidance on where to find this number, but my inquiries were ignored. Despite having my receipt, they have not provided any help.

I invested in these sheets believing they would become softer and more comfortable over time, but instead, I’m left with sheets that are practically unusable. I am very disappointed and feel that I wasted my money on what was supposed to be a long-term investment.

I received a faulty part when I bought the bedframe and the support team had a new one sent to me asap and were very nice & easy to work with!

Great customer service from Manon. She was very helpful and responsive, and she made the ordering process much easier. She worked with me to adjust the promotion so it better matched what I actually wanted, which I really appreciated.

Delivery was also very fast. The mattress arrived at my door in less than 5 days.

I cannot comment on the mattress itself yet, as I am only opening it today and want to give myself at least two weeks to adjust before judging it properly. I will update this review once I have formed an opinion on that.

I love my bed and nightstands. The furniture is excellent quality and looks amazing. Great value for money in my opinion. I have had many compliments on its minimal esthetic and solid construction - Japanese joinery on the bed is a particular stand out.
I had a minor issue on the nightstands which was quickly remedied by the excellent customer service team. Shout out to Savannah for her timely and friendly correspondence. Highly recommend Silk and Snow! It won't be my last purchase from this amazing Canadian company.

Manon was awesome!! Fantastic support throughout the entire process. Best customer service!

Matelas est arrivé endommagé, service à la clientèle me dit, une semaine plus tard, que puisque c’est seulement cosmétique qu’il m’offre un rabais de 103,48$ sur un matelas de 2000$. Insatisfait je demande un retour, et les étapes pour le retour sont assez complexe. Le temps que le matelas soit remboursé il faut tout de même en acheter un autre. Je n’ai pas de problème à avancer l’argent, mais je pense aux gens pour qui ce n’est pas le cas. Le matelas et les articles promotionnels seront donné à un organisme, pourquoi ils n’ont juste pas fait un dédommagement moins insultant que 5%. Beaucoup de troubles pour rien.

This is specific to pre-ordering and ordering. Questions about product comparison and detailed specs (not apparent on website) were answered completely and promptly! These included ?s about fabric composition, quantity of springs, & delivery timelines.

First call to customer service was picked up quickly. Email response was also timely. Both facilitated purchase with us knowing that we were getting the bed we wanted.

Shout out to Akua and Manon!!

I ordered bedding, mattresses and frames and I had some issues and Silk and Snow's excellent customer service team quickly got back to me and solved my issues. Their bedding is top quality!! My sleep has greatly improved🙂I will be a repeat customer!! Order you won't be disappointed.

They are flexible, I ordered the basic sleep bundle and wanted to upgraded it to the premium one. They simply told me to ship the bundle back, pay the difference and then they sent me the premium. The shipping is fast too.

I had a question about the shipment that wasn’t found in FAQ. Support staff contacted me almost immediately and helped me.
Fantastic customer service

I ordered an alpaca blanket. After ordering another blanket from them 2 years ago, I didn't think it would be a problem. This one, however, was stuck for a week and a half in "processing" status. After not receiving any update or shipping e-mail notification, I got in chat with a customer service rep. Turns out, the blanket, despite saying that it was in stock, is not only not in stock but has also been discontinued. They refunded me and I got an e-mail showing a refund a few hours later. If I had not read the reviews here and looked into things, I would still be in the dark waiting. The fact that it still says it's in stock on the website is ridiculous. When I actually was connected with a real person, not their AI chat, It didn't take long to fix.

Excited to buy a new headboard and mattress this week as they were on sale. There was a problem at my end but bottom line is talked to customer service and they were excellent and resolved my issue promptly and professionally!
Thank you, in a world in which we live, there is still a beautiful human component!

They were very nice and knowledgeable about the product, and helped guide me through my situation clearly and efficiently. They helped me with my problem of receiving the wrong color slipcover, and shipping me the right one. I will definitely purchase more from them in the future.

Silk & Snow is exceptional across the board. The medium-firm hybrid mattress is a very well-crafted mattress that does wonders for the many musculoskeletal issues I have. Their bed frames are of a quality that is almost indescribable. I did a plethora of research prior to deciding on the company and mattress type to purchase. All of my research not only informed me that purchasing a Canadian mattress was going to be the ideal route to go, it solidified my gut feeling to purchase from Silk & Snow, and I am so glad I did. My husband and I purchased the medium-firm hybrid mattress and originally purchased the platform bedframe with the cushion headboard. Once our purchases arrived, we ran into multiple issues, none of which were the fault of Silk & Snow. The least of these issues was that I failed to fully understand the description of the cushion headboard and was not pleased with what it is. It is a well-made cushion, but my misreading led me to believe it was a cushionED headboard…. which it is not. It is, as described, just a cushion. I was also under the impression (through no one’s doing but my own) that all of the headboard options are compatible with the platform bedframe. They are not, and I learned that this is for a very good reason (The different head boards have different bases for stability and integrity purposes). Silk & Snow was more than happy to allow us to return the platform bed (they refund the money from that purchase once they receive the original) and purchase a different frame with a headboard that was more along the lines of what we had in mind. Because the cushion came vacuum sealed, they offered that we either donate it, provide them with the donation receipt, and receive a full refund OR keep it and receive a percentage of the purchase back. My husband and I chose the former and were quickly refunded the money. Returning the frame was a bit more complicated. We do not have a spare bedframe and so we needed to order the replacement bed frame prior to returning the platform bedframe. Silk & Snow was SO incredibly helpful with coordinating this to the best of their ability. All told, especially when considering the unreliability of carriers here stateside, and the size of the boxes/bed frames, this was a very cohesive and seamless process. Now to the huge issue we encountered: the mattress itself, or should I say the extremely subpar handling of the mattress during shipping that led to very significant and irreversible damage. The medium-firm hybrid mattress is an incredibly well thought out and beautifully crafted mattress. Unfortunately, FedEx wildly abused our mattress during shipping. When it arrived, it had been dropped with extreme force on several occasions, one of which was caught on our camera during the delivery. This poor mattress was permanently damaged on the corners where it was dropped. This had NOTHING to do with how the mattress was packaged. Silk & Snow not only put an immeasurable amount of thought into the creation of the mattress, they extended that level of dedication to the packaging as well. I do not think there is anything that can be done to protect anything of this size from being damaged when carriers drop them with such extreme force. I had to reach out to Silk & Snow about these issues, documented the mattress over a period of time to showcase the permanence of the damage, and submitted the documentation to Silk & Snow. I specified on multiple occasions that I understand the warranty covers manufacturing errors and that this has nothing to do with manufacturing. I was more than prepared to take the issues up with FedEx. However, Silk & Snow went above and beyond and allowed the mattress to be covered under the warranty. They worked so well with coordinating when to get the replacement mattress to us and communicated so clearly and consistently throughout the entirety of the ordeal. We had additional issues with FedEx not properly updating some information in their system, as well as lightly dropping the replacement mattress (which Silk & Snow very generously lightly compensated us for). Fortunately, this time the dropping of the packaged mattress was gentle enough that no permanent and structural damage was done. My only critique for Silk & Snow is in regards to the removal of the first mattress. I was initially informed that they would arrange to pick up the first mattress and coordinate this with us. Unfortunately, they did not wind up being able to do this. This meant that my husband and I wound up having to spend additional money to remove the first mattress. But Silk & Snow’s customer service, overall quality of their products, and willingness to cover the initial and severely damaged mattress under the warranty made that sting a good deal less.

Silk& Snow consumer services team are really professional and helpful. Speaking with us help you to choose what you really need.

Incredibly accommodating

Bed was very delayed and got missed in shipping until I notified. Daniella assured me and was incredibly helpful and responsive - had my bed in 3 days. Only reason for not 5 stars is that the bed went undelivered for 7 week. Daniella was fantastic!

Excellent service personnalisé!
A l’écoute des besoins de la clientèle!
Rapide courtois
Les produits vendus sont sublimes et de qualité supérieure!
L’expédition est ultra rapide
Je recommande à 100%

Customer service was really helpful and great to work with.