Complaints

• Initial Complaint

  22/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a bed frame at the end of November 2024 during black friday. I received the bed frame in the middle of December. We attempted to assemble the bed when we realized there was a defect to the bed. There was no holes drilled in the frame or threaded insert gromets so we were unable to assemble or use the bed. We contacted the company and they sent a replacement piece (delivery guy just showed up no shipping notice and left the bed in our lobby). We opened the replacement product and again there was no holes or threaded gromets in headboard. I contacted the company asking for my money back since we now have 2 useless beds, I submitted all the necessary documents. Still didn't hear anything back for 2 weeks. Called the support line and they said the management was willing to give me 50% of the return cost. I asked them to transfer me to management as I was seeking a full refund under their satisfaction guarantee and they refused. I have the written exchanges but they won't upload to your site.

  Customer response

  04/02/2025

  I received an email the other day from Silk and Snow. They provided me with a full refund. I have received the funds.
  
  Thank you with your help in this matter. I don't think I would have received a full refund if I didn't contact you based on other reviews. 
  
  ****** ******** 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered a mattress 5 plus weeks ago ,and have been **** to repeatedly regarding arrival ,lost order ,express shipping on a second mattress using a different courier and refused refund or cancel request .was told my only option was to not accept delivery which does not require a signature and can be dropped any day or time which makes its it somewhat impossible to refuse delivery and once it arrives must be slept on 30 days before return policy can be started . I have had only ** from customer service

  Business response

  18/11/2024

  Hello ***********,

  Thank you for sharing your experience, and we sincerely apologize for the challenges and frustrations you had encountered. We deeply regret that your original order was lost and that the replacement faced additional complications, leading to such an unsatisfactory experience.

  We understand how upsetting this situation has been and want to assure you that this is not the standard of service we strive to deliver. After this complaint was posted, the second mattress was returned to the sender and refunded in full. If there’s anything more we can do to resolve this matter or regain your trust, please don’t hesitate to reach out directly.

  Your feedback is invaluable, and we are actively working to ensure such issues don’t occur in the future. Thank you for bringing this to our attention.

  Sincerely,

  *****

• Initial Complaint

  15/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order date November 8, 2023 Delivery date December 24, 2023. 2143.33 I order the following items Queen size Storage Bed Queen size mattress Protector Flax Linen Duvet Cover Flax Linen Sham Set When all items were delivered the cloth storage bed and mattress had black marks on them. They look like grease marks. The delivery driver asked me to sign a form acknowledging that all items were delivered “not damage”. I wrote on the slip that there were black marks which the delivery men also left on my walls which were freshly painted since its a Newly constructed Building. He was not pleased and proceeded to yell in my hallway. The building security asked him to leave and followed him out. I called and email Silk and Snow at *****@***********.com on the following dates. Called and emailed Lacey on December 24 2023 Called and emailed office and Lacey January 13, 2024 Called and emailed office and Lacey January 29, 2024 Called office March 15, 2024 Called office and emailed Edmar April 1 2024 Called office and emailed Edmar April 17, 2024 They were not relying to my emails. I called ****** the company that the loan was with on April 17 and sent them all my correspondence. ****** told me that I could return all items for full refund. I informed Silk and Snow and they told me that ****** did not have the authority to override their warranty and they were not taking the bed back. I reached out to ****** letting them know what Silk and Snow said on May 29th, Jun 10, Jun 17, and July 1 with no response.

  Business response

  29/07/2024

  Hello ******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you've encountered with your recent purchase and the subsequent service experiences.

  Order Summary:
  Order Date: November 8, 2023
  Delivery Date: December 24, 2023
  Order Total: $2143.33

  Items Ordered:
  Queen Size Storage Bed
  Queen Size Mattress Protector
  Flax Linen Duvet Cover
  Flax Linen Sham Set

  We understand that upon delivery, you noticed some marks on both the cloth storage bed and mattress. After reviewing these images they appeared to have possibly been dust, unfortunately we would not be able to move forward with a warranty replacement due to this. Additionally, the delivery personnel inadvertently left marks on your freshly painted walls. We regret that the delivery experience did not meet your expectations and that the driver’s behavior caused further distress.
  

  We understand that on April 17, 2024, you contacted ****** regarding the issues, and they advised that you could return all items for a full refund. We would like to clarify that ****** does not have the authority to override our warranty or trial terms.

  We reached out to you via email on May 29, 2024, offering a refund of the white glove delivery fee as the drivers did not perform as we would have liked. However, we did not receive a response from you. Subsequently we followed up with our offer on June 4th and again received no response and your case was closed. 

  We understand the the emails may have been missed and we would be happy to offer a refund of the white glove delivery fee ($75) for the unpleasant delivery experience.

  We would like to clarify that ****** cannot make decisions regarding warranty claims, and thus, their statement about a full refund does not apply in this situation. Your warranty claim was reviewed and ultimately denied based on our warranty terms and conditions. We deeply regret any inconvenience this situation has caused and appreciate your understanding. Should you have any further questions or wish to discuss this matter in more detail, please do not hesitate to contact us directly.

  Kind regards, 
  Lacey

  Customer response

  15/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The bed and mattress I purchased were delivered damaged. I originally ordered a bed and mattress from Silk and Snow on November 8th 2023 through ******. I was told I would receive my order around November 18th 2023. After multiple delays and poor communication from Silk and Snow and their third party delivery service, my order was finally delivered on December 24th 2023.

  The white glove delivery team dirtied the bed, mattress, and freshly painted walls with what appears to be black grease marks. These marks were not dust as stated by Silk and Snow. Considering this is a bed and mattress, this is a hygienic concern. 

  I reached out immediately same day on December 24th 2023 by email, ****** *** *** ******** ***** ** ****f.

  Silk and Snow did not respond to me. 

  I reached out again on January 13th, 2024 to follow up on my order. Silk and Snow then offered me a free pillow as compensation. 

  I declined the free pillow and again requested a replacement for my bed and mattress. I was told that my order did not qualify for a replacement, despite it being eligible for return under their policy on their website. Please see the attached link: https://*****************************************************************************************

  I want a full refund for the bed and mattress. 

  Sincerely,
  
  ****** ******

  Business response

  27/09/2024

  Hello,

  To follow up on the complaint. The mattress and bed frame had been delivered by our White Glove delivery team. We had offered compensation in the form of a partial refund on the delivery fee or a complimentary pillow. Pertaining to our terms and conditions at the time, customers are able to return their mattress within 100 nights of receipt and their bed frames within 30 nights of receipt. The option to return for a refund was available and provided. Unfortunately it was advised that a full replacement of the two items was preferred. Unfortunately, pertaining to our terms and conditions, the items would have had to have defects or been damaged, based on the photos received there had been no damage or defects on the items. Cosmetic concerns are unfortunately not cover under the warranty, and damage from the third party delivery service would not be the responsibility of Silk & Snow. more information on our warranty can be found here, https://*************************************** and more information on our terms and conditions which are agreed to upon check out can be found here, https://*******************************************. Although the items were not covered under the warranty, we can understand the disappointment and the above mentioned compensation was offered for the inconvenience. Throughout the early stages of this complaint a return for a refund was allowable as the trial period was still active. 

  It was advised in May 2024 that ****** had informed the customer that they will be allowing for a return. Unfortunately ****** is a third party payment system and does not have authority to override warranty decisions on our products. By this stage, the trial period to move forward with a return had expired and was no longer eligible for a return. The mattress and the bed frame both arrived as brand new items and were not found to be defective in any way. The mattress does still have a valid 15 year warranty and the bed frame does have a valid 5 year warranty.  

  Unfortunately, at this time we would not be able to move forward with a return for a refund or provide further compensation.  

  Customer response

  06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Your statements are simply untrue. At first I asked for replacement pieces but when I was denied and told my pieces “don’t qualify for replacement”, I asked for a full refund. Your company denied my request and dodged my calls and emails. Your company consistently claimed to not have received my emails even though I received your automated response confirming my emails were received. 

  I emailed Silk and Snow immediately after the delivery notifying them of the damage and unhygienic condition the products were delivered in. 

  I was never offered a refund. I never declined a refund because again, I was never offered one. I’ve been trying to get a refund for months. 

  I want a full refund as the products were not delivered in the condition I was guaranteed them to be in. 

  Sincerely,
  
  ****** ******

  Business response

  06/11/2024

  Hello ******,

  Thank you again for sharing your experience with us. We understand your disappointment and frustration.

  Our return policies are in place to ensure clarity and fairness for all our customers. As outlined on our website and agreed to at the time of your purchase, furniture items were eligible for return within 30 days of receipt, and the mattress within 100 days.

  At this time we are unable to process a refund in this case. We offered to review your case under warranty to address any concerns regarding the condition of the items at the time of delivery, which in accordance with our policy guidelines did not qualify for replacement.

  We apologize if there was any confusion about these timelines and want to ensure our customers feel confident and informed at every step. If you have further questions or need more assistance, please feel free to reach out. We are here to help clarify or support you in any way we can.

  Sincerely,

  Lacey

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I contacted Silk and Snow the same day, immediately after my mattress and bed frame were delivered. I provided proof that the products were delivered in poor condition, not the condition I was guaranteed upon purchasing. I clearly expressed that I was not happy and did not want to keep the products which falls within their 30 day return policy. 

  They declined my requests for a replacement and refund and then proceeded to ignore me.

  We have been going back and forth for almost a whole year and the only reason Silk and Snow has replied to me is because I opened a case with the Better Business Bureau. 

  Sincerely,
  
  ****** ******

  Business response

  12/11/2024

  Hello, 

  We sincerely apologize for the issues you have experienced and would like to clarify the timeline of events and our actions. On December 22, 2023, we reached out to offer our apologies, along with a complimentary item or a 50% refund of the delivery fee. During this time, our policy was active, and you had the option to return items within 30 days for furniture and 100 nights for mattresses.

  Based on our records, we did not receive a reply until January 13, 2024, when you mentioned a December 24 response, which was not recorded in our system. Subsequently, on January 18, we requested photos of the damage. We understood from your message that you would send these, but we did not receive a further response until January 28 when you followed up mentioning that you sent photos, again we have no record of a previous response. At this point, you stated you would reach out to your bank to initiate a chargeback, and we informed you that doing so would close out our ability to provide assistance directly.

  As you are now past the eligible trial period for both return and refund, and since your items do not fall under warranty for replacement, we are unable to move forward with a return or refund at this time. If you have any further questions, please feel free to reach out, but we have exhausted the options available under our policies.

  Sincerely,

  Lacey 

  Customer response

  01/12/2024

  Hello, 
  
  Since there is confusion regarding the timeline of events, I’ve clarified and outlined it below. Fortunately, I have attached the screenshots as you have recalled your emails to me. 
  
  November 8 2023 - I placed an order for a bed frame and mattress from Silk and Snow and was told I’d have it delivered by mid November.
  
  November 13 2023 - I received an email that my bed frame was delayed and would not be arriving until December 1 - 8 2023.
  
  November 27 2023 - I emailed requesting an ETA so that I could make other arrangements as I was moving into a new condo and did not have a bed.
  
  November 28 2023 - Lacey confirmed the bed frame would arrive by December 8 and that I would be contacted to schedule delivery. 
  
  December 12 2023 - I emailed requesting another ETA as I had not heard from anyone and was told my order would be in by now.
  
  December 14 2023 - Jessica replied asking if I had received a phone call regarding delivery which I told her I did not. 
  
  December 18 2023 - Sarah emailed me telling me to call the White Glove Delivery Service directly to schedule delivery. 
  
  December 22 2023 - Lacey emailed apologizing offering a pillow or 50% partial refund on the delivery as compensation for the inconvenience for the DELAY in arranging my delivery.  *Please see the attached screenshot
  
  At this point in time, I still did not have my bed frame or mattress. 
  
  I was in contact with the White Glove Delivery Service and scheduled delivery for the earliest time slot they had available on December 24 2023. They also confirmed that they received my bed frame and mattress early December and was waiting for Silk and Snow to arrange delivery. 
  
  December 24 2023 - My bed frame and mattress were delivered damaged and I emailed Silk & Snow immediately with pictures. ******* *** *** ******** ********** 
  
  Please note, I was asked to sign a paper stating the products were delivered in good condition and I wrote they were delivered dirty. 
  
  In addition, I received an automated “Thank you for contacting Silk & Snow!” email after every email I sent. ******* *** *** ******** ********** 
  
  I called multiple times, left multiple voicemails, and no one got back to me.
  
  January 13 2024 - I emailed again asking for a follow up.
  
  January 16 2024 - Sarah replied “I am sincerely sorry that your previous email was missed. Our team has taken note of your disappointing experience with our White Glove Delivery Service”.  ******* *** *** ******** **********
  

  Sarah clearly acknowledged and confirmed receiving my original email, stating it was missed and that Silk and Snow took note of my experience with the White Glove Delivery Service. 
  
  I replied to Sarah expressing that I was not happy and would not accept the condition of the items as they were damaged and unsanitary. 
  
  I called asking for a replacement or refund and was told they would look into the matter. 
  
  January 18 2024 - Sarah replied asking for photos of the damage so they could determine the best solution moving forward. 
  
  I replied confirming that I already sent the images with the original email but would send them again for convenience. 
  
  No one replied. All my calls were sent to voicemail. 
  
  January 28 2024 - I reached out again and said “It is now January 28th. I have been trying to resolve this issue since December 24th. I’ll be contacting my bank to resolve this issue as it is clear to me that your company does not care." 

  January 29 2024 - I asked Lacey to confirm they received the email again with photos as they claimed to never receive it. Even though Sarah acknowledged receiving the email and apologized for missing it.
  
  February 1 2024 - Sarah again confirms they received the email and photos and informed me she would update me as soon as she gets a response from the team reviewing the case. ******* *** *** ******** **********
  
  February 6 2024 - Sarah replied stating that my mattress would not be eligible for a replacement and offered me a credit of $75 + tax for the delivery service for the inconvenience. 
  
  I called again expressing that I wanted a refund and was told that my order was not eligible. 
  
  I then called my bank and ******. After multiple attempts to resolve this issue with your team and get a refund, ****** agreed to give me a refund as the items were delivered damaged. They asked that I speak with your team directly to arrange the return of the bed and mattress. 
  
  Your team consistently denied my requests, ignored my calls, and that is why I reached out to the Better Business Bureau. 
  
  I hope the timeline and screenshots finally clear up any confusion. 
  
  Sincerely,
  
  ****** ******

  Business response

  27/12/2024

  Hello ******,

  Thank you for providing a detailed timeline and sharing your perspective regarding this matter. We are fully aware of the timeline as we too have the correspondents and have carefully reviewed our records. We would like to offer some clarification regarding your concerns.
  

  Firstly, we acknowledge the challenges you faced with delivery delays and the condition of the items upon arrival. While we understand your frustration, we must clarify that according to our records, we did not receive an email from you on December 24, 2023. The last correspondence prior to January 13, 2024, was on December 22, 2023, when Lacey emailed you regarding your delivery delay and offered compensation, we received no response to that email (********** ********). If there was a miscommunication during this period, we regret any inconvenience this caused. Furthermore, if there was a breakdown in communication during this window it ultimately does not impact the outcome in this matter. 

  We would like to address your concerns regarding the condition of the items and your eligibility for a refund or return. Per our terms and conditions, which are agreed to at checkout:

  Cosmetic Issues:
  Cosmetic issues must be reported within 7 days of receipt. In your case, the issue was indeed reported within this timeframe, which would have made you fully eligible for a return for a refund under the respective return policies.

  Return Windows:
  The bed frame could have been returned within 30 nights of receipt.
  The mattress could have been returned within 100 nights of receipt.
  These generous return periods allow customers ample time to assess their satisfaction with our products and request a return if needed.
  

  Warranty Exclusions:
  As outlined in our terms and conditions, the issues in your case were not covered under warranty, "Imperfections that do not prevent ordinary comfort and use of the product are not considered to be defective" which is why we offered a credit as a gesture of goodwill for the inconvenience caused.

  While we strive to provide resolution options, we emphasize that if you were dissatisfied with the condition of the items, the appropriate course of action would have been to exercise your right to return the items within the specified timeframes. Unfortunately, it has now been more than a year since the items were delivered, and as this issue is not covered under warranty, we cannot process a refund at this time.

  We appreciate your understanding and regret that we are unable to meet your expectations in this case. If you have any further questions, please do not hesitate to reach out.

  Sincerely, 
  Lacey 

  Customer response

  27/12/2024

  Hi Lacey,

  I’m not sure what else to say. I provided a detailed timeline with proof that your company received my email on December 24th when the products were delivered. I reported the issue immediately and followed every procedure while your company refuses to follow your policies. I also provided proof that it was acknowledged by one of your staff, yet you claim that you never received my email. As you stated, “the appropriate course of action would have been to exercise (my) right to return the items within the specified timeframes” which I have been trying to do for over a year now. I am very aware that it has been over a year as we have been going back and forth the entire time. 
  
  What are the next steps? The only solution for me at this time is that I return these products. 

  Sincerely,
  
  ****** ******

  Business response

  07/01/2025

  Hello ******, 

  Thank you for your response and for sharing your concerns once again. We understand your frustration and acknowledge the effort you’ve put into communicating with us regarding this matter.

  As previously outlined, our return policy provides generous timeframes for customers to initiate returns:
  30 nights for bed frames
  100 nights for mattresses

  Unfortunately, we did not receive a return request within these periods. While we understand the challenges you faced, our policies clearly state that returns for a refund must be requested within the designated timeframes. These terms were agreed to upon checkout at the time of purchase.

  Additionally, cosmetic issues must be reported within 7 days of receipt, and while we acknowledged your report of the damaged items, the appropriate course of action would have been to exercise your right to return the items within the specified windows. This option was available to you at the time but was not pursued.
  As it has now been over a year since the purchase, the items are no longer eligible for a return or refund. We had previously provided a compensation option for the inconvenience caused and regret that no further resolution can be offered at this stage.

  Sincerely,

  Customer response

  08/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I did request a return within this time.

  Sincerely,
  
  ****** ******

  Business response

  10/01/2025

  Hello ******, 

  Unfortunately our position can not change. After reviewing all correspondents, there was no return requested or initiated during the respective trial periods. 

  Sincerely, 
  Lacey 

  Business response

  29/01/2025

  ******** ****** **** * ********** ***** the consumer had not responded to our offer of a complimentary pillow or 50% off, and then later after follow ups, rejected the offer for a complimentary pillow. 
  
  At the time of purchase the mattress had a 100 night trial period in which they could return for a refund and the bed frame had a 30 night trial period in which they could return for a refund, these terms can be found here: https://******************************************* , These terms and conditions were agreed to upon checkout. We also note that cosmetic concerns are not covered under the warranty, this can be found here: https://*************************************** . The only requirement is that the customer must note any cosmetic concerns within 7 days of receipt (should there be any) in order to be eligible for return, these were noted and we did receive images within 7 days so in this case they were fully eligible to return for a refund. As of May 2024 our 100 night trial period on mattresses had changed to 365 nights, this is also noted in our terms, linked above "Mattresses purchased before May 14, 2024 have a 100 night sleep trial." 
  
  I hope this can help clear things up, we have not provided a pillow or a 50% refund of the white glove delivery. In order to conclude this matter, if Ms. ****** wishes to receive these options of a 50% refund of the white glove fee or a complimentary pillow, we would be happy to provide a refund in the amount of $37.50 and a complimentary pillow, we would just require a confirmation of their shipping address. 
  
  I look forward to hearing from you. 

  Customer response

  29/01/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  Since there is confusion regarding the timeline of events, I will outline them again. 
  
  On December 22nd, 2023, Lacey offered me a complimentary pillow or 50% partial refund of the white glove delivery service for the DELAY in arranging my delivery. I was supposed to receive my bed and mattress in November 2023. ****** *** *** ******** *********** 
  
  At this point in time, the bed and mattress were not delivered to me yet. 
  
  The bed and mattress were delivered DAMAGED to me on December 24th, 2023. 
  
  On, December 24th, 2023 at 3:54pm, I emailed Lacey the following: 
  
  “ Hi Lacey,
  
  Thank you for getting back to me. I’d like to take you up on the offer for the standard size pillow.
  However, I just had my order delivered and assembled today and I had the WORST experience. “ 
  
  I then proceed to explain how my order was delivered damaged and included pictures. Although I have sent the screenshot of the email multiple times, I have taken the time again to attach it. ****** *** *** ******** *********** 
  
  On January 16th, 2024, Sarah replied apologizing for the experience I had with the delivery and again offered me a pillow and 50% off delivery.  ****** *** *** ******** *********** 
  
  On January 29th, 2024, I replied “I do not want a pillow as compensation, I want a clean mattress and bed without marks”.  (**** ** * ********** *** ********). 
  
  To clear up any confusion, I accepted the pillow as compensation for the DELAY in my delivery NOT the damaged products I was delivered. 
  
  What’s interesting to me is that your company claims to not have received my email from December 24th, despite the email being a reply to an email chain, and yet you provided a screenshot of my message on January 29th, 2024, which was a forwarded email of my email on December 24th. 
  
  How can you claim to not receive my email and then provide screenshots of part of it? 
  
  Not to mention that on February 6th, 2024, Sarah offered me a full refund of the delivery service but now your company is again offering 50%? 
  
  How is it ethical for a company to allow their delivery team to damage a customer’s brand new mattress and bed with what appears to be dirty grease marks and then tell them they are ineligible for a replacement or refund? No costumer would purchase a mattress or bed frame knowing there may be a possibility the products would be delivered damaged. I purchased products from your business because I was guaranteed brand new, clean products and I was mislead. 

  
  Sincerely,
  
  ****** ******

   

  Customer response

  31/01/2025

  Hi Heather,

  My order was originally supposed to be delivered in November 2023 but was delayed to December 2023. Because no one contacted me to schedule the delivery, Silk & Snow offered me a pillow or 50% delivery refund for the inconvenience. This was offered to me before my order was delivered damaged. 

  I originally accepted the pillow as compensation for the delay in my delivery. 

  After my order was delivered damaged, they continued to offer me the same pillow or refund of delivery and told me I was ineligible for a replacement or refund. 

  To clarify, I accepted the pillow as compensation for the delay in my delivery but not for the damaged products. I still have not received any pillow. 
  

  At this point, I only care about getting a refund for the damaged products as they were not what I was guaranteed upon purchasing. 

  Business response

  04/02/2025

  Hello ******, 

  Thank you for getting back to the team. We would like to clarify our return policy regarding your order. During the time of your purchase your mattress had a 100 night trial and the bed frame had a 30 night trial. However, a return request must be initiated within these periods to be eligible. A return was not requested within the applicable window, and instead, a refund was sought, which falls outside our policy, we would not be able to simply issue a refund without a return. Unfortunately, ****** does not have the authority to override our return policies or issue refunds on our behalf.

  We strive to provide the best possible experience for our customers, and we regret that this situation did not meet your expectations. If you have any further questions, please don’t hesitate to reach out.
  

  If there is a solution that you see fit in order to rectify this matter outside of a refund, please feel free to let me know. 

  Kind regards, 

  Customer response

  04/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I did request a refund and return. I did not ask to keep the items and receive a refund. I was very clear in the fact that I did not want the items and wanted to return them.

  I also expressed multiple times that I wanted your team to come and pick up the items from my home so that I could return them. 

  ****** *** *** ******** ********** *** *** ** *** **** ***** I tried arranging your team to come pick up the items so that I may return them.

  Sincerely,
  
  ****** ******

• 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

*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. ↩