Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For my order #**********, I paid $841.24. I am a Petal level member, which is the 2nd highest client tier they have, and a long-time customer of over 5 years. Yet, they treated me like trash. 4 pillow cases were missing from my order, and I asked for a refund. They kept on trying to reship it to me when I told them I would be away on vacation and no longer require them. I only wanted a refund. Yet it has been almost 2 weeks over email, and they reply very slowly and are extremely unhelpful. They keep trying to resend me the products when I tell them they CANNOT, and I only want a REFUND. They are so rude and tell me to contact the POLICE. I never blamed the company for not placing the items in my order, as I am a longtime customer and used to love Lilysilk, but there may have been issues during the delivery process or other circumstances that had those items go missing, I mentioned the possibility of items going missing during the customs inspection, or at delivery, as the package seemed opened and resealed when I received it. They just lost a very loyal and long-time customer who has consistently spent a large amount of money at their company due to their rude and useless non-existent customer service experience.

  Customer Answer

  Date: 09/26/2024

  Full Name: Emily Tran

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered **** silk heavy crpe silk Iris pants, order # **********. I paid an extra $0 for a custom size. When I got the pants, the left pocket had a gap of at least an inch. I sent a picture and a request o fix this to Lilysilk. They asked if they could refund me the $30 custom fee and let me take it to a seamstress. I said yes, attempting to cooperate, but my seamstress tried to fix the pocket, and it is just not fixable and still has a gap in it. I contacted customer service and told them this, and they told me that custom garments are not returnable. I said I understand your policy, but I don't understand having to pay for an item that is defective whether it is custom or not. Furthermore, I bought this item for a wedding and now will have to purchase something else. I am very unhappy with this resolution. I really like their products and intend to order more, but I have to know that I will get a quality product. I am asking them for a refund on these pants or to replace them with a size ten, which I will take and have altered in the waist.

• Initial Complaint

  Date:05/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 26th, I placed an online order for a two pack of silk pillowcases. When I got the confirmation email, I was being sent 2 2 packs and being charged almost $300. There is no way I would have gone through the checkout process without noticing spending over $100 more than I planned. After filing a complaint with the business on April 28th, I did not hear back until May 2, when I was told It seems there may have been a technical error during the checkout process which caused two extra pillowcases to be added to my order. I was then told in the same email that We have approved the return request for you and will help you with the refund once we receive feedback from our warehouse. I sent the items in to be returned, and according to my tracking number, they were returned to lilysilk on May 6th. It is May 13th and I have not received a refund or heard anything else from this company. I have tried calling their customer support during the hours they say they are available and no one has picked up. I believe this business is a scam, as I have seen many other complaints about their overcharging and difficulties with returns and refunds.

• Initial Complaint

  Date:05/02/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased 4 items from **** silk.com order number ********** and my order never arrived that was shipped with DHL tracking ********** claim number ********* I did not receive this order so I contacted the company they are barely assisting me and wont be available again to assist me until 5/2 i dont even want a replacement from them this is not the service that should be provided i want a full refund! time is running short not only do i have to wait for the order to arrive i would have to ship the stuff all the way across the world to a whole different state on the east coast and wait for them to get there the items would no longer serve a purpose as the items purchased were gifts for mothers day . i was hesitant about purchasing from here to begin with because of the complaints they already had and still took the leap of faith and i am very disappointed! i just want a refund!

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several Lilysilk items over the course of a couple weeks in late October, spending over $1000. One item, a blouse, didn't look like the online photos, so I initiated a return. I literally looked at it and repackaged it in the original materials. I didn't even try it on or remove tags. Today I received a message claiming it was used/worn and "stained" and only offering 50 % the price of the item or return it to me (AKA a forced sale). I of course don't have full photos of the allegedly "stained" item. These practices are dubious at best and not in line with their return policies. While I will never do business was with this company again, others should be aware of difficult and dubious return policy practices. The company is effectively forcing sales of their products through dubious practices.

  Business Response

  Date: 12/02/2022

  Consumer Response /* (2000, 6, 2022/11/23) */ After reporting the**** case to the company, they provided a refund. Please close the case. Much appreciated.

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date 3/10/2022 I purchased a classic double breasted slim black blazer size 10 for women at lilysilk site ( order number:#**********) they said that they gonna deliver it in within 48 hours business day.i didnt receive it til today 7/10/ 2022.l personnelly regret ordering that item and hope a refund on it because i gonna be travelling soon and have nobody to receive the item or resend it if it dont fit me

  Business Response

  Date: 11/04/2022

  Consumer Response /* (-5, 5, 2022/10/18) */ ***Document Attached*** Hi , I received the blazer that i ordered from lilly silk october the 11th .and i sent it back the 13 th of october . I am waiting now for the refund of my money.thank y so much for your help. Business Response /* (1000, 9, 2022/11/01) */ We have received the customer's returned package and refunded the customer on October 18th.And the customer has confirmed receipt of the refund. Please check the attached refund record.

• Initial Complaint

  Date:06/14/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a silk chemise order##********** on May 11 2022. I received it on May 19.. and is was too small and not the quality I expected. I immediately put in an email request for refund and was told a return label was pending. I have checked every day and still says pending. I have emailed and called the company directly to no avail. I am requesting my credit card be refunded in full $******

• Initial Complaint

  Date:05/12/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, April 24th 2022, I purchased a set of silk sheets from Lilysilk.com. The order number is **********. On their website at: https://www.lilysilk.com/us/shipping-and-returns it says "Extended 60-day Money-back Guarantee We have extended our Money Back Guarantee from 45 to 60 days. As well as your statutory right to cancel, every product sold by LILYSILK, unless otherwise stated, is now also backed by a 60-day money-back guarantee. We want our customers to be satisfied with their purchases. However, if you change your mind or would like to exchange for another size, color, or style, please return the item(s) within 60 days of purchase, and we will refund you. If it is your first time returning an item from the USA, we have your shipping fee covered." Then it goes into how to initiate a return. You have to read a separate, general return policy to see that "items must be ... unwashed." I feel like the 60-day money back guarantee is fraudulent since it did not clearly state that the items must be unwashed and I think it is an unreasonable expectation for someone to not wash new sheets before trying them out. I never would have ordered from them if this stipulation had been more explicit. I tried to initiate a return and they said that I was unable to return it because it was washed, and offered me $10 in store credit, but I spent $274.50 on these sheets that were poor quality and not what I expected from silk sheets and now I'm stuck with them.