ComplaintsforSilk & Snow Inc

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  * **** ***** *** * ***** **** **** ******* ****** ***** ****** *** ** *** **** ******* ******* **** **** *** *** ********** ** **** * **** ****** **** *** ** ***** ***** **** **** ******* I bought two complete sets of linens including a duvet cover. I was shocked to see the top sheet started to look completely thread bare and started to shred. I complained and customer service did agree to replace the sheet. I had spent so much money at this company so perhaps that is why as I had bought many pillows as well and even extra pillow cases. But then the same thing happened with the duvet cover. ******* **** ******* ***** **** ***** ********* ******** ***** ** **** **** *** ** *** ***** ***** ** ***** they will not provide me with a new duvet cover. * **** *** **** ** ********** *** ** ** *** ******** It’s been well under 2 years. **** ***** ***** ** ************ * **** ** * ***** ** ** * *** **** **** **** *** ****** ***** ******* ** **** **** ** ** **** **** ****** **** ***** ******** ********* ****** **** **** **** **** **** * ****** ******* *** ******* *** ******* ***** ** ** ** ********* *** ******* *** ******* **** * ****** ******* *** ******* *** ********* ********** they stick to their standard form empty apology. They are so sorry…… but do nothing ****** **** **** ********** **********  ** *** *** ***** ** *** *** ** ***** *********** *** ** **** *** ** *** **** **** **** ***** ** ** *** ** ****** ** *** * **** **** **** *** **** **** ******** * ********* **** **** ****** **** ****** **** ****** ** **** *** **** ***** *** ****** ******* ******** * ***** **** ****** **** ** * ****** *** *** **** my duvet cover is literally in shreds and the sheet that was replaced that I washed once ** ** *** ** **** ** ******* ******** is literally in tatters I decided to take this further.

  Business response

  24/10/2023

  Dear *****,

  We appreciate you taking the time to provide us with detailed feedback regarding your purchase of linen bedding from Silk and Snow in September 2021 and October 2021. We sincerely apologize for any inconvenience or frustration caused throughout this process. We have thoroughly reviewed your case and would like to address each concern in a formal and comprehensive manner.

  Firstly, we acknowledge that at the time of receiving your original king size linen duvet cover you had discovered a tear along the seam. We understand that this defect could lead to disappointment, and we regret any inconvenience it may have caused you. As a result, we promptly replaced the duvet cover free of charge. 

  On July 4th, 2023, you contacted us to inform us that the top sheet had now developed multiple holes. At that time a warranty case was opened for our quality control team to review. Pertaining to our warranty policy all of our bedding does come with a 1 year warranty, as you had been well outside your warranty period our team decided to replace the item out of good will and as an exception to the policy. 

  On July 10th 2023, your address was confirmed and your replacement was shipped out. Subsequently on July 18th our team had contacted you to confirm the package had in fact been received and everything was satisfactory on your end. 

  Furthermore, on August 2nd 2023 you had contacted the team to advise us that you had noticed some concerns with your duvet cover. As we had made an exception of our warranty policy for your flat sheet and we unfortunately were not able to make additional exceptions for your duvet cover. You had been advised as such by our team that you were now 10 months outside your warranty period and we would not be able to replace or refund your duvet cover.
  As per our warranty, we are responsible for replacing damaged parts that are proven to be damaged or defective under the warranty, within the warranty period. While we sympathize with your situation, warranty issues are typically addressed through repair or replacement during the warranty period. 

  As our Linen bedding is crafted with 100% European Flax it can require extra care to prolong the lifespan of your linen bedding, this is noted on the product page of our website “Wash cold using mild liquid laundry detergent. Tumble dry on low, use Wool Dryer Balls instead of dryer sheets.”

  Here is an excerpt from our website highlighting our bedding Warranty : 
  “Silk & Snow Inc. (“Silk & Snow”) guarantees that we will, at Silk & Snow’s option, replace or repair purchaser’s product directly from Silk & Snow within 1 year of original delivery date to the original purchaser if it is defective due to faulty workmanship or materials, subject to the limitation described herein.
  This warranty does not include comfort preference, any damages or conditions resulting from misuse, accidents, abuse, neglect, normal wear and tear (including pilling) or non-compliance of the care instructions. Furthermore, the warranty is voided once the product leaves the US or Canada..”
  For more information, I invite you to consult our website **** * ************************************************ 

  We understand the disappointment caused by this decision, but we must stand by it as it is aligned with our advertised policy, our terms and conditions are agreed to upon checkout to avoid confusion and miscommunication. We sincerely apologize for any negative experience you have had. We do stand by our original decision to abstain from providing a replacement duvet cover or a refund as the warranty period and trial periods have surpassed.  

  Once again, we value your feedback, and we apologize for any inconvenience caused during this process. We appreciate your understanding of our warranty policy and hope to have the opportunity to resolve this matter to your satisfaction. If you have any further questions or concerns, please do not hesitate to reach out to us.

  Warm regards,

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Queen size bed and returned it within my return period as it was too small for my needs. I had never opened the box. I called and emailed to confirm the return including shipping documents. I was told a refund would be possessed in 2 to 3 days max. 4 weeks and 9 calls later I finally spoke to and attendant who promised to process my return. I checked my banked and only recieved 50% of the amount I paid. They charged me 50% in return fees and NEVER once told me the cost to return nor disclosed it in any of their emails. The rep I spoke to acknowledged none of their emails stated the refund cost and she would get it rectified. One of their managers called me and *** ************ **** ** ** *** when I told her j wanted to speak to her supervisor she said " that won't be happening there is no one above me to help you." ** * *** **** * *** ***** ** ** ******* ** ************ ** * ******** * ***** **** ***** ********* ******* *****  ******** ******* *** ******** *********** ***** ** *** *** ******** **** ****** ** **** ** ******* ****** **** * ******** ** ** *** * **** ** ******* *** ************* *** ********* ** *** *** ***** ** ** ** ******** ******** *** *** ***** ****** ***** **********

  Business response

  28/10/2022

  Hi ******, 

  We are very sorry for the frustration you’ve experienced due to the overall speed of resolution regarding your return for your bed frame. We have taken a closer look at your order and can see that our team has informed you that you would be responsible for covering the cost of the return prior to you returning your bed frame and this policy is also outlined in our terms and conditions that is agreed upon before you made your purchase. Regarding the conversation with our customer service staff, we would be more than willing to provide the BBB with any recordings of these phone conversations or email exchanges to help clarify any misunderstandings during this exchange as it is important to us we address our customers with respect and courtesy at all times. Thank you for taking the time to reach out to resolve this matter and we truly apologize for the way your situation has developed.

  
  Sincerely, 

  Team Silk & Snow
  

  
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 30th, 2022 I ordered towels from Silk and Snow for a total of $176.74. (Order number *******). These towels are advertised as high-quality, with 5-star ratings. However, within one wash the stitching started to come out all over the towels. I also left a two star review stating the positives (soft, absorbent) and negatives (the quality, with a photo of the threads coming out). The company has chosen not to publish the review, and I now see they conveniently haven't published any review under three stars. **** *** ******* *************** ***** ******* ******* *** **** ****** *** ******* ** *** ****** *** ***** ** *** **** **** * ****** *******

  Business response

  21/09/2022

  Hello *****, 

  
  We are very sorry for the inconvenience you have experienced with your new terry towels. We understand that you are having this issue with the threads coming out and in our experience this issue should subside after the initial washes. This is because terry towel fabric fibers typically shed at first due to their freshly manufactured nature but since we use long staple cotton this should not continue on after washing it a few times. However if you would like to initiate a return please request this via email to receive a full refund during your 100 Night Trial. Furthermore, from time-to-time we may unpublish a review temporarily while the incident is under investigation, but we have since published your review on our website as it is never our intention to mislead our customers. Thank you for taking the time to reach out to resolve this matter and we truly apologize for the way your situation has developed. If you have any questions or concerns, please reach out to us by email and we will be happy to assist.

  
  Sincerely, 
  Team Silk & Snow
  

  
  

• Initial Complaint

  21/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress from Silk and Snow on September 1st. I paid $904.02. The side of the mattress collapsed on June 29th, 2022. I contact the company on July 6th, 2022. On the same night they responded asking for some photos of the damage and of the mattress tag. I immediately responded with the photos they requested. I waited a week and a half for a response and nothing. I responded again on July 15t inquiring about the status of my warranty claim. They, again, responded right away requesting photos. Seeing as I've had to sleep on my couch while waiting for them to respond, I decided to skip the next week wait and take my complaint to the BBB.

  Business response

  25/07/2022

  Hi *******,
  
  We are sorry for the frustration you experienced with your warranty claim recently when you had sent your photos over for review as part of the process. We did not receive this information on our email system and understand that this back and forth was taking longer than you had anticipated and left you feeling discouraged when you had not been responded to in a timely manner. We have since reached out to you via email to confirm the details required for your final sale mattress replacement. We can also confirm the order has been created and will be on the way to you as soon as the mattress has been constructed. Thank you for taking the time to reach out to resolve this matter and we truly apologize for the way your situation has developed. If you have any questions or concerns, please reach out to us by email and we will be happy to assist.
  
  Sincerely,
  Team Silk & Snow

  Customer response

  26/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  A representative from the company reached out and offered a rapid solution which was greatly appreciated given the situation.

• Initial Complaint

  18/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the Storage Bed (king sized) on April 5, 2022. Order No. ******** Paid $977.50. I was very excited about this bed as it had good reviews on the website and looked to have good value. Upon receiving the bed, I saw that it was covered in dirt. Not only was it covered in dirt on the particle board pieces (which I could wipe off with a wet wash cloth), but it was also had dirt on the upholstered pieces. When I went to assemble the bed, I found it to be very cheaply constructed. Threads were loose, pieces didn't fit together properly, and everything felt really flimsy. * ******** ********** *** *** ******* ** *** ******* **** ** ********* When I went to assemble the drawer piece of the bed, it wouldn't assemble because the drawer bottoms wouldn't fit correctly into their slots. These pieces were warped ** ** ***** ******* ** *** ******* *********** **** **** I reached out to Silk and Snow looking to return the bed for all of the above reasons. They got back to me stating that in order to return the bed, I would have to pay the return postage fees. This policy is buried on the website. I checked 4 different spots on their websites looking for this policy, instead just finding terms like "hassle-free returns" and "30 day trial". Silk and Snow quoted me around $300 to return the bed. To recap, I had a dirty, damaged bed that the company refused to pay return postage fees for. I ended up having to keep the bed to avoid this penalty. They eventually sent me replacement drawer bottoms after I inquired multiple times. I have tried several times to leave a review on Silk and Snow's website detailing my experience ** **** ****** ********** My review has not been published. **** ******** *** ***** *** ****** *********** ******** ******* ** *** ******** **** *** ****** ********* ** ******* ******** ****** *********** *** ******** ******** ******* ** ********** ********** **** * ******** ***********

  Business response

  20/05/2022

  Hi *****,
  
  We are very sorry for the frustrations and inconveniences you have experienced during the unboxing of your storage bed as well as the speed in which a resolution took place. We have taken a closer look into your situation and can see that you have been in communication with our customer service team and have confirmed that the replacement pieces for your drawer have been safely received.. For additional clarification,when it comes to published reviews on our website, our policy shares that "...From time-to-time a review will be unpublished temporarily while the incident is under investigation..". This can be found on our website and is accessible by clicking the 'i' icon for more details. This is placed on the top right corner of our sales pages. Please note that the investigation has now concluded and the team will proceed with publishing your review in full. Once again, the team at Silk & Snow wholeheartedly apologizes for the negative experience you have had with the brand. Should you have any additional questions, comments, or concerns, please do not hesitate to reach out to us by email so we may assist you, to the best of our abilities.
  
  With Kind Regards,
  Team Silk & Snow

• Initial Complaint

  28/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered hybrid Silk and Snow Mattress Nov 8 2021. Due to flooding in B.C it did not arrive until last week of November. I am not happy with the comfort level on this mattress and would like to return it before my 100 day trial is up, I also recently noticed black stitching is coming out around the top/edges of euro top where foam meets mattress. One area has the memory foam exposed through the open stitching. I was excited to order this mattress based on the no hassle return. I have emailed Silk and Snow twice in the last week with no response including photos of mattress. I tried to call but only get a recording of music and then I am disconnected after 10 minutes of waiting. Feels like perhaps this company is trying to delay my request until the 100 trail days has passed to avoid free pick up and return shipping. Order number ******. Hoping for quick contact from this company to prove me wrong, arrange pick up and full refund without hiding behind a warranty issue.

  Business response

  25/03/2022

  Business Response /* (1000, 5, 2022/03/13) */ Hello ******, We apologize for the frustration and inconvenience caused due to the speed of resolution in regards to your mattress refund/removal request. We proudly stand by our return policy and had no intention in creating a hassle for you during this process. I can see that we have since taken the necessary steps towards coordinating a removal of your mattress and that you have been in contact with our team members to schedule the pickup. We can confirm that your mattress has been picked up today (Sunday, March 13th, 2022) and that our team has issued the full refund for your mattress on the original payment method, as promised. A refund email confirmation should've made its way into your inbox but please note that it may take up to a few business days to reflect in your statements depending on your bank's processing times. Thank you for taking the time to reach out to resolve this matter. If you have any questions or concerns, please reach out to us by email and we will be happy to assist. Sincerely, Team Silk & Snow

• Initial Complaint

  09/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 7, 2021 Ordered an upholstered queen size bed frame online Shipped on November 11, 2021, Delivered on November 15, 2021 Order XXXXXX Base dollar amount of the frame: $325.00 Total with taxes: $364.00 There is a 30 day return period for the bed frame for a refund. There is a 5 year warranty on the frame. I noticed when I unpacked it on November 15th that the upholstery at the corner over one leg was bunched up,, not stitched across the leg properly, and wrinkled above the leg. Now, today, the upholstery on the side rail next to the bunched up section is starting to come off the frame. I notified Silk and Snow on December 5th about what I termed a "defect". Elizabeth at Silk and Snow on December 7th said this problem with the upholstery is not a "defect" because it does not affect the use or functionality of the frame. Silk and Snow want me to pay for return shipping so they can assess whether it is in donatable condition. The return shipping would be deducted from my refund. It may cost $120.00. I asked that an option be to donate the frame locally. They did not agree. I have sent a letter of complaint to Silk and Snow outlining a summary of the Sale of Goods Act of BC which covers durability for a reasonable length of time, merchantability, does not meet the description of the item, among other factors. Now that the upholstery is coming off the frame, this affects durability and therefore functionality. In other words the frame cannot be used as it is intended and is now a defect. I do not understand why Silk and Snow cannot donate the frame here in BC. I also do not understand how the frame is fine for me to use as is, but I can pay to return it to them to assess donatability to someone else. Silk and Snow have sold me a bed frame I can't use due to a manufacturing defect and they want me to pay to return it to them. I have sent photos of the problems with the upholstery. They have sold me an as-is product , not a new prooduct.

  Business response

  26/01/2022

  Business Response /* (1000, 5, 2021/12/29) */ We are so sorry for the experience you have had with us but we appreciate you expressing your concerns as it is necessary for us to understand all sides to come to the best solution. Although there was a lot of back and forth between us, we hope that we were able to achieve the desired outcome by submitting your return for your mattress and protector. We truly hope that the resolution has worked for you and your household. Again, thank you for taking the time to write to us. We are constantly working to improve the experience for our customers and brand so it is vital for us to see all perspectives to get to the best outcome. We truly apologize for any inconvenience this has caused you and we wish you all the best. Sincerely, Team Silk & Snow Consumer Response /* (3000, 7, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Silk and Snow has not fully responded to my complaint. The business misrepresented their products on their Website. *****************************************************. ***********************************************************************. As they state there was alot of "back and forth". There were so many different people on the team who did not seem to understand the main problem, that a business cannot misrepresent their products online. They have refunded the mattress and protector. They continue to ignore the problem with the bed frame. One of the team members expected me to carry the frame to a carrier--it weighs 60 pounds and is nearly 7 feet long. The frame was sold as-is with a defect in the stitching. The slats are 2 inches wide, not 2.4 inches wide as advertised on their website until December 11th when they changed the web page. The cost to me for the frame is $341.00. Silk and Snow misled me by misrepresenting the bed frame. I do not accept their response. Business Response /* (4000, 9, 2022/01/13) */ Hello ********, Thank you for sharing your experience with our company and we apologize for the issues you have faced in regards to your Platform Frame return. We have carefully reviewed your order and can see that our team had arranged a ***** pick up initially for the frame as they are currently operational but was unable to complete this since the package was not made available for them to pick up. However, our team will be reaching out to you via email to help schedule a new pickup date for your bed frame. If you have any questions or concerns regarding this, please let our team know and we will be ready to assist. Once again, we are sorry for the inconvenience and frustration this situation has caused and hope to resolve the matter swiftly. Sincerely, Team Silk & Snow Consumer Response /* (4200, 11, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I partially accept the proposed resolution. I would like to return the frame but no one at Silk and Snow responds to when the pick up will occur nor whether I have to paay return shipping. Cost to return and where? No one at Silk and Snow has responded to my most recent email to Mr C., CEO of Silk and Snow, on January 8th. ***** was not operational in BC due to road closures because of washed out roads from landslides and floods and gas restrictions. Samuel wrote an email on December 13th about picking up the frame, but when I responded with questions twice to clarify his email about when and the return charge again no one answered. If Silk and Snow want a speedy resolution, someone should make me an offer of a date of pick-up of the frame with prepaid label, and then refund $341.00. I await your response. I also would like a speedy resolution. Thankyou. Business Response /* (4000, 13, 2022/01/18) */ Hello ********, We are very sorry for all frustration and inconvenience due to the speed of resolution in regards to your platform frame removal. I can see that since we reached out last you have been in contact with a team member to schedule the pickup. Once your frame has been removed we will promptly issue your refund (minus the agreed upon removal fee). Thank you for taking the time to reach out to resolve this matter and we truly apologize for the way your situation has developed. If you have any questions or concerns, please reach out to us by email and we will be happy to assist. Sincerely, Team Silk & Snow Consumer Response /* (2000, 15, 2022/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) We reached a satisfactory return shipping fee, and the bed frame was picked up yesterday by a carrier and the refund is in process with my credit card company.

• Initial Complaint

  19/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid for a mattress and mattress cover totaling $1710. plus, taxes in July #XXXXXX. We canceled the order on July 21st because they could not fulfil their promises of delivering the items on time, (just like the bed frame) and now they cannot find them through ***** or had correct tracking numbers for said mattress or itemsthey gave us tracking numbers that were invalid and not in the ***** system. They have withheld our money since and have given us the runaround on our return. The last email correspondence that I received was that they had delivered it somewhere, making up a story that did not pertain to our order but an order belonging to someone else. To date we have received two gift pillows that came with our initial order and a mattress cover, which are sitting at our door waiting to be returned; they are aware of this. I have numerous email correspondence which I am enclosing. We are reaching out for help because they refuse to credit our account or help us successfully.

  Business response

  28/09/2021

  Business Response /* (1000, 6, 2021/09/15) */ Hi *****, We're sincerely sorry that you have had a negative experience with our shipping and team. This is never the experience we want our customers to have and understand the frustration and disappointment this issue has caused. We have taken a look into your order and see that the refund has been issued for the missing mattress. Our team has received the confirmation from ***** that the parcel was deemed lost and have completed the refund for this item at this time. One of our customer service representatives has followed up via email with options regarding the refund of the mattress protector that you have mentioned here. We are happy to assist in the return of the outstanding products if this is what is desired but we have also alternatively offered the two pillows and mattress protector that was received as compensation for the poor experience received. Regardless of the choice made, it will lead to the refund of the mattress protector as this is the last remaining balance on their order. Once our customer service representative hears back, we will promptly resolve this last remaining concern. If you have any further questions or concerns at this time, our customer service team will be here to assist as it is important we make things right for you. Team Silk & Snow

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩