Reviews

We purchased a King Size custom mattress from Silk & Snow a few days ago, and after a few minor snags at the beginning, their resourceful sales team were able to satisfy all my concerns. Everyone I talked to were accommodating, very pleasant and a pleasure to do business with.

Hello ****, Thank you very much for sharing your positive review! We are sorry to hear there were a couple of hiccups at the beginning, however, we are happy that our team was able to help out and leave you with an overall positive outcome! We wish you all the best. Sincerely, Lacey

Customer service is horrible. I wanted to make a return and it took approximately 10 emails. They made me send photos and I had to PUSH to get a return label after PUSHING to get an approval on my return. I sent merchandise back and after 2+months, have yet to see the credit hit. I like their mattress pad, but customer service is equal to quality of goods for me.

Hello *******, We are sorry to hear about your experience with our return process. We understand that it was frustrating and we would like to clarify to provide more context. To ensure items are eligible for return, we do request photos of the product. This step helps us confirm the item is in returnable condition and avoid potential delays. In this case, we didn’t receive the requested photos, which may have contributed to the extended timeline for approval. Once your return was processed and received at our facility, the refund was issued within a few business days, as per our standard policy. We sincerely apologize for any inconvenience caused and appreciate your feedback, as it helps us refine our processes. If you have further concerns or need assistance, please reach out to us directly at *****@***********.com. Thank you for sharing your thoughts, and we hope to provide a smoother experience in the future. Sincerely, Lacey

I ordered and paid for a mattress October 23rd. It did not arrive on the scheduled date nor did it arrive on all the following scheduled dates. Silk and Snow couldn’t tell me where the mattress is or if and when it would arrive. I cancelled the order in early November. It has been two weeks and I have not been refunded. Extremely unreliable company.

Hello ******, Thank you for taking the time to share your feedback. We deeply apologize for the confusion and frustration surrounding your order and the subsequent delay in receiving your refund. To clarify, our shipping timelines typically include 2-4 business days for processing and 1-3 business days for delivery within Ontario. We understand there was some confusion about this, and we will work to ensure our communication is clearer moving forward. We can confirm that your order was canceled, and the refund has been processed. We value your feedback as it helps us improve both our service and communication. Please let us know if there is anything we can do to restore your trust in us. Sincerely, Lacey

I ordered the wrong size duvet and shams.....still in packaging and still in original box....I must be on my 10th email with them trying to get a return label so I can ship it back to them. The return process is so tedious *** **** **** ******* ****** ** ******* ** ** **** ******* ******** ************ I just want to return my items for a refund and it's not happening. **** *** **** **** **** ************

Hello ******, We are sorry to hear about your frustrations with the return process. Our goal is to make returning items as smooth as possible, and we regret that this hasn’t been your experience. We request photos of items to confirm their condition for a return, which is a necessary step to ensure the process runs smoothly. We understand that multiple emails can feel tedious, and we will take your feedback into consideration to make it more user friendly. Once items are confirmed as returnable and the return label is issued, refunds are processed promptly upon receiving the returned goods at our facility. We appreciate your feedback and are always working to improve. If there’s anything we can do to assist further, don’t hesitate to reach out to us at *****@***********.com. Thank you for bringing this to our attention. Sincerely, Lacey

*** * ******* ***** **** ********* ****** ** ***** **** ** ******* **** ********* **** *** **** ********** ****** We ordered a mattress and bed and were given an arrival date of August 21 and a tracking number. The tracking number did not work, the 21st (a Wednesday) came and went. I called Saturday about the delivery date and tracking number and was told they would reach out to the company. Given I would need to be home for the delivery, I needed to coordinate my schedule and asked that they provide me an updated date and a working tracking number. I called back late Monday after not hearing anything. Their response was that the delivery company was not responding to them. I would expect a company whose existence relies on shipping would be able to track its shipments. This started a week-long process where both myself and my partner got the run around from Silk and Snow. Daily calls to get them to re-ship our order seeing as they couldn't locate the initial one. All I asked for was an email, telling me when I could expect my order and that they have re-shipped, or have tracked down the initial order. After a week of this BS, we called them to cancel the order and all of a sudden they had another order magically on its way, with a delivery date and working tracking number. The delivery was now supposed to be on a Wednesday, a full two weeks after the initial delivery date. I get a call from the driver and all he has is one box (the promotional free pillows and duvet). I ask where the other boxes are and he tells me this is the only one. Call again. They tell me it's going to be there on Friday - another day I need to make sure I'm home, despite the entire order stating delivery would be on Wednesday. It did finally show. I give this company two stars and not one on account of the frame appearing to be good quality and solid, and the mattress being good so far. But I would not recommend purchasing from this ********* ** * company.

Hello *****, We sincerely apologize for the challenges and frustrations you experienced with the delivery of your order. This situation does not reflect the level of service we aim to provide, and we understand how important clear communication and timely delivery are, especially for large items like a mattress and bed frame. Our team relies on third-party carriers for deliveries, and while we strive to provide accurate tracking information and updates, there are times when delays or miscommunications with the shipping partner can occur. We take full responsibility for the inconvenience caused by this and for not meeting your expectations in resolving the issue promptly. We are glad to hear that you are satisfied with the quality of the mattress and bed frame, but we deeply regret the stress caused by the delivery process. Your feedback is extremely valuable, and we will work to improve our coordination with delivery partners to prevent similar issues in the future. If there is anything else we can do to address your concerns or improve your experience, please don’t hesitate to reach out to us directly at *****@***********.com. Thank you for sharing your honest feedback, and we are committed to doing better. Sincerely, Lacey

Purchasing the wooden platform bed frame from Silk and Snow was the most expensive mistake I have ever made. Came with a defective center support beam that prevented us from completely assembling and utilizing the bed. Called customer service immediately and were just sent a form to fill out. Here we are a week later with only one response saying they would just pass it on to someone else. No solution whatsoever. Had to buy a cheap frame off ****** so we didn't have to keep sleeping on the floor, and that one worked better than the one we paid $1300 for from S&S. Not sure how any of this is okay - a product so expensive should not only work properly, but the company should at least act like they care about their customers when issues arise where we are paying them as much as we are! So disappointed *** ******** **** *******

Hello ******, Thank you for sharing your feedback. We are truly sorry to hear about your experience with our bed frame and the inconvenience it caused. We understand how frustrating it must have been to receive a defective part and to deal with delays while waiting for a resolution. Regarding the form we provided, its purpose was to confirm your shipping details and ensure we sent the correct replacement parts as quickly as possible. We regret if this step wasn’t communicated clearly and caused additional frustration. We are able to see that a replacement support beam has been shipped out and received, but it is clear we fell short in meeting your expectations both in terms of product quality and customer service. We take your concerns seriously and are committed to learning from this to improve our processes. If there is anything more we can do to make this right or if you have further concerns, please don’t hesitate to reach out directly. We truly value your feedback and hope to restore your trust in us. Sincerely, Lacey

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