Customer ReviewsforSilk & Snow Inc

We received our king storage bed frame a week after placing the order. It arrived in good shape and all pieces were well packed and accounted for. Shipping outfit did well with the oversized boxes. The Set-up Guide should be followed to the letter! There are no shortcuts. Reading instructions works! Correct order does matter. We used our own hand tools for comfort and ease. It just takes time. Quite satisfied with the high quality especially for the price point. Well thought out for assembly. No issues, no squeaks, nice fabric, solid frame for mattress, drawer works well. And it looks as good as we envisioned.

Hello *****, Thank you so much for your wonderful feedback! We are thrilled to hear that your king storage bed frame arrived in good condition and that you found the assembly process straightforward and well-designed. It's great to know that you had a smooth experience putting everything together. We are so happy that you are satisfied with the quality of your new bed frame, and it is fantastic to hear that it looks as good as you envisioned in your space. Your kind words mean a lot to us, and we are pleased to have met your expectations, especially in terms of quality and price point. Should you have any further questions or need assistance in the future, please don’t hesitate to reach out. We hope you enjoy many more restful nights on your new bed! Sincerely, Lacey

Really disappointed by Silk and Snow's customer service. My bed had been delayed now for nearly two weeks since the original delivery date. I understand that ***** is the delivery service and things get lost, but the team has been wholly unhelpful and has not done anything to ameliorate the situation. No discounts, they can't overnight a replacement and they are kind enough on the phone but essentially they say their hands are tied in being able to do anything. I understand that things happen but the total lack of action or consideration for their customer is disheartening and upsetting. ******* **** **** ** *** **** *** ******* **** **** ******** **** * **** **** ** ******* ** ****. Very disappointed

Hello *******, Thank you for sharing your feedback. We sincerely apologize for the inconvenience you experienced with the delivery of your new bed. We understand how frustrating delays can be, especially when waiting for an essential item. While ***** handles our deliveries, we recognize that the responsibility for ensuring timely and satisfactory service ultimately lies with us. We have reviewed your case and can confirm that the bed has now been delivered. Our goal is always to provide the best possible service and support to our customers, and we regret that we fell short in your case. We appreciate your patience and understanding, and we hope that you are now enjoying your new bed. If there is anything further we can do to assist you or if you have any additional concerns, please do not hesitate to contact us directly. Sincerely, Lacey

Came home today to find our bed boxes left in the rain we told them in our notes we are in a basement suite and it was left upstairs !!! There is cover upstairs but they didn’t even take the time to put it under! It’s been raining all day so don’t say it wasn’t raining when left!! ** ******* ** ****** * ****** ********* ***** ** ** *** ** ***** **** **** * *** ** **** ** *** ** **** ** * Feel really let down you did this to us !!! Not impressed lazy drivers !!!

Hello *****, We are truly sorry to hear about the disappointing delivery experience you had with the arrival of your new bed frame. It is unacceptable that they were left in the rain despite the instructions provided in your notes, especially considering your circumstances. Please know that this is not the level of service we aim to provide, and I completely understand your frustration. While we do ship our orders with ***** and include specific delivery instructions, unfortunately, we cannot always control how they handle the delivery process. However, your feedback is crucial, and we will certainly escalate this issue with ***** to ensure it doesn't happen again in the future. If there's anything we can do to assist you further or if you have any concerns, please don't hesitate to reach out to us directly. Your satisfaction is our top priority, and we're here to help in any way we can. Again, please accept our sincerest apologies for the inconvenience caused. We truly appreciate your understanding and patience. Sincerely, Lacey

Thier return policy is **********. We ordered a bedframe and ******* “silk & snow return policy” before ordering. What came up said they cover returns- this is not true! They are charging us over $200 to return a product that we are completely dissatisfied with. This is 28% of the cost of the order. Customer service did NOTHING to help. ***** ******* ** ** **** **** ***** ** ***** **** this company, even if you are completely dissatisfied with the product you recieve and let them know right away, you will be losing ******** ** dollars to return- and that is if they even let you return. The quality is so terrible that we are literally spending ******** just to not have this item anymore. We wish we had known, *** **** ** **** ******* ** **** * ******** ****** ** ***** ******* *** ** *** *** ** ** *******

Dear ******, We appreciate you taking the time to share your order experience. We understand and acknowledge your frustration with the return process and policy, and we sincerely apologize for any inconveniences caused. We value transparency and clarity with regards to our products and policies, and we sincerely regret any confusion that may have occurred. It is important to note that our return policy is outlined in our terms and conditions, agreed upon during the checkout process. Additionally, the return policy is stated on the product page for each item. Please be aware that, as specified, the requirement to cover return shipping costs applies to furniture, including bed frames and nightstands, for both Canadian and US customers. Regarding the furniture return costs, the return shipping fee is determined by ***** based on your shipping address and is solely associated with the shipping process. We understand your concerns about the product quality, and we would like to assure you that we stand behind our furniture with a 5-year warranty. If any parts experience defects or damage within this warranty period, we are committed to replacing them free of charge. We apologize if this information was not adequately communicated. Once again, we apologize for any frustration and inconvenience you have experienced. We regret that we couldn't provide a complimentary return for your bed frame and appreciate your understanding. Sincerely, Abby

Would not recommend. Product came stain (ordered an upholstered bed frame) and customer service, instead of providing a timely solution like exchange or refund, sent me off to fill out a warranty form. They also mentioned in the past when they have dealt with a product arriving with a stain they might suggest washing it or stain removal? This is not a used product. So I would expect stain removal would not be required upon receipt. Very dissatisfied with the product and service.

Hello *******, Thank you for sharing your feedback, we sincerely apologize for the inconvenience you had experienced with your recent purchase of the upholstered bed frame. Firstly, we want to express our regret for the product arriving with a stain. This falls short of the standards we strive for and we understand how frustrating it must have been for you. We apologize for any inconvenience caused. We acknowledge that suggesting stain removal or asking you to fill out a warranty form was not a subtitle solution given the circumstances. We understand that you expected a more timely resolution. In an effort to make things right, we have taken steps to address your concerns and we are pleased to see that your case has now been resolved. Additionally, we want to assure you that your feedback is invaluable to us and we are reviewing our internal processes to prevent similar situations from occurring in the future. We are committed to providing a seamless and satisfying experience for all our customers, your insights will help us improve. Warm regards, Lacey

I had an excellent experience with Silk & Snow. It was my first purchase and I found customer care and the support team to be consistently efficient, respectful and accommodating. I found the service I received was rather remarkable considering how often retailers leave me feeling ignored and unsatisfied. I am delighted with my beautiful, well designed bed frame. Thank you Silk & Snow.

Hi *****, We are overjoyed to hear about your excellent experience with Silk & Snow! Thank you for taking the time to share your positive feedback. It is wonderful to know that our customer experience team was efficient, respectful, and accommodating, providing you with a great experience. We are so happy to hear that you love your beautiful new bed frame. Your satisfaction is our priority, and we are here to provide continued support. Thank you for choosing Silk & Snow, and we appreciate your kind words! Sincerely, Lacey

Been over a month since I started the return process and silk and snow is stalling and trying to push it past the 100 day return window. They take multiple days to respond to any inquiries and have been no help. ***** ***** ** **************

Dear ****, We are appreciative of your feedback, it is never our intention to delay the return process and we are truly sorry to hear that you felt as though we were delaying it to push you past your return window. As long as the return has been initiated within the trial period and we are able to schedule it within 2 weeks past your trial, you would not be penalized for our delay and you would still be able to return. However, I have taken a closer look and was able to see you mattress has now been picked up and your refund has been issued. We truly apologize again for our delay and any inconveniences that caused. If you do have any further questions or concerns in the future, please do not hesitate to reach out. Sincerely, Lacey

Purchase of their king size mattress that began to sag with in a few weeks. Trying their warranty return process, only to jump through so many hoops that I gave up *** ****** * *********** ******** **** **** **** *******

Hello ******, Thank you for sharing your experience with our mattress, we sincerely apologize for the challenges you had encountered. We value your feedback, and we are committed to addressing your concerns. We genuinely regret any inconvenience caused by the sagging issue you experienced. Upon receiving your photos, we attempted to assess the situation thoroughly to ensure a fair evaluation of your warranty claim. However, we were unable to identify the indentation based on the images provided. In our effort to assist you further, we kindly requested additional photos showing measurements to better understand the issue and expedite the resolution process. Unfortunately, we had not heard back and we apologize for any frustration this may have caused. Your satisfaction is of utmost importance to us, and we would be happy to revisit your case. If you are able to provide the requested measurements and additional information, we would greatly appreciate the opportunity to resolve this matter to your satisfaction. We understand that your experience has led you to explore alternative products, and we genuinely regret the circumstances that led to this decision. Sincerely, Lacey

Unreliable delivery as courier would not deliver to our house as all other couriers do. Our options were to pick up in someone’s garage 40kms away or meet out on the highway. Sub par customer service when our order disappeared from tracking for days. I can’t review the product as I never received it. Asked that it be returned when found. I’ll spend my money elsewhere if I ever receive a refund as it’s been over a month.

Hello ******, We sincerely apologize for the inconvenience you had experienced with our delivery service, we appreciate your candid feedback. It is disheartening to hear about the challenges you faced, and we understand the frustration caused by the unreliability of the courier. We are genuinely sorry for the customer service experience during the tracking status, we acknowledge the importance of effective communication, especially in such situations and we are sorry that was not your experience. We were able to see that a refund had been processed for your order and we understand your decision to explore other options. If you ever reconsider or have further questions, please feel free to reach out. Your satisfaction is important to us, and we are committed to addressing these issues to improve our services. Thank you for bringing these concerns to our attention, we appreciate your understanding. Sincerely, Lacey

** **** **** ***** ****** *** *** ******* no one ever responded to my question: "Do you gift wrap?" Days (if not weeks) later, I went ahead and ordered anyway leaving a message: "This is a gift". I know that they did not gift wrap it (the receiver snuck a peak) but, hopefully, they took the price tags off. I hope the quality is better that what I am reading here. Note to self: in future, check these comment sections BEFORE placing an order. ******** *** ******** *** **** ** ****** * **** ******** ******* *** ************* ************ * **** ******* ** ******* ****** **** ****** *** ** *******

Dear ****, I hope this message finds you well. I want to extend our sincere apologies for the oversight in not responding to your initial question about gift wrapping, we appreciate your feedback. I understand the importance of clear communication and ensuring a positive shopping experience, especially when ordering gifts. I regret any confusion or disappointment caused by the lack of a timely response to your inquiry. Regarding your recent order, I want to assure you that we take the presentation of our products seriously. While we do not offer gift-wrapping, we do ensure that there are no price tags included with all of our products being shipped. Your satisfaction is our priority, and we value your input. We are actively working on improving our response times to customer inquiries to ensure a more seamless experience for you and others moving forward. Thank you for bringing this to our attention, and we appreciate your understanding. Sincerely, Lacey