Silk + Snow Reviews 429

I love all of Silk and Snow's products; the colour and fabric choice is extensive and good quality; the support was great as I came home with a mixed up box and Savannah in Toronto location was kind and fixed the issue immediately.

Despite costing $900, the Mid Century bed frame creaks and has cheap pine slats for support. The slats don’t sit flush with the frame, so I had to place thick fabric in between to stop the slats from banging the frame every time I laid down. Again this is a $900 bed frame! For that price this bed frame should have zero flaws. Eventually the headboard started creaking as well, and the frame creaks even when I gently touch the mattress on it. Search Reddit and you will hear of their terrible return policy, how one must spend hundreds in shipping to return. I can confidently say I regret buying from this company. I am begging and pleading with you: do NOT to buy from them! I hope my review saves one person from shelling out almost a thousand dollars for a product worth a quarter of that.

Notice how Silk + Snow is too cowardly to respond to their negative reviews. They clearly don’t stand behind their own product; why should you?

Prompt assistance and follow-up to my call

I ordered a bed-frame, dressser, and 2 end tables 2 months ago and they finally all came in. One end table was dented but they sent a replacement quickly which was appreciated. The bed-frame and dresser had us waiting more given missing pieces, damage, etc and it became a long back-and-forth game of ~2 months and am ultimately left feeling exhausted from the whole process. Customer service didn't go above and beyond to rectify the situation as I felt they should have. The products are nice and the quality seems good- hoping they hold up with time!

So happy with the S&S team. We absolute love our sheets and had notified an imperfection within the material which caused a tear The customer service team was on it right away and helped us get our favourite sheets back in action!

We've only had our queen sized, organic, medium firm mattress for a couple of hours, but we all love it and we are so impressed with the feel, the non toxic materials, and the quality! It is HEAVY. Make sure you have a stair crawler, a strong dolly, or two people who can lift, especially if you need it on an upstairs level. It doesn't have to off gas when it's unwrapped! No toxic fumes! It is so plush! The company provides unwrapping instructions online and in a luxury envelope in the package so you don't have to guess what to do. Our five year old absolutely loves the mattress!! Hopefully it will be a great investment in our health and sleep for years to come!

I recently bought a bed frame, and not only did I have no idea when it would arrive (I wanted to be home for the delivery), but it took three weeks. I get packages from Europe in three days... The customer service was nonexistent — no response online or by phone, and I only managed to reach someone by email. When the bed frame finally arrived, four screws were missing… making it impossible to assemble. I contacted them, and now I have to fill out a form with information they already have, just to request my four screws.

My partner also ordered sheets, and they’re so thin you can literally see through them.

I tried to find reviews, but they’ve disabled the option to leave reviews on both their Facebook page and Google — that says it all.

Never again.

I unfortunately received my mattress with a rip in the cover. I called customer service and got the answers I needed. I got a quick reply from the quality control team, I am excited to replace my mattress cover, but in the meantime, I love my plush mattress!

The company, policy and customer service were excellent. They experienced a logistics issue and were not able to ship my mattress to Hawaii and offered a full refund promptly.

Silk pillow slips are thin and not well made. The seams came apart. They did give me a second pillow case to replace the first but it's still not worth the money.
There are much better silk pillow slips on the market. With thicker silk and a zipper.

When part of my order did not arrive, I followed up. S and S were quick to respond, checked to see the problem and completed my order.
Although late, the order was filled to my satisfaction.

I purchased a mattress, and unfortunately it was not a comfortable fit for my wife and I so requested a return within the return policy. Between Ranjini, Fedlande, and Daniela the return process went smoothly, I got all my questions answered, and the refund was processed quickly after pickup. Thank you for everything!

The customer service representatives were prompt with their replies and kept me updated on my order. I had a wonderful experience dealing with both Abby and Meg. They are both awesome.

warranty process was easy and all of the products I have purchased from silk and snow are high quality, super comfortable items. Their team is super responsive and lovely to deal with

Originally was sent the wrong post for our headboard but after chatting with customer service they immediately resolved the issue and sent out a replacement! We love our silk and snow bed and I am very happy with how the company handled a mistake!

Prompt, helpful, and communicative staff. Super helpful and an all around pleasant customer experience.

Terrible Experience – Do Not Buy From This Company!

I purchased a mattress, and when it arrived, it was both damaged and lumpy right out of the box. It took WEEKS for them to approve my warranty claim. They offered me a replacement, but it was a "final sale" with no returns, and I didn’t accept it.

I then asked for a refund, and they kept promising it would be processed “soon” for WEEKS. After getting nowhere, I had to file a chargeback with my credit card company just to get my money back. And even now, after 2 months they picked up the defective mattress & continue to dispute the chargeback claiming that I won't respond to their attempts for pick-up.

We had an appointment for 9am they FINALLY showed up at 11:18. The partner they had pick up left to drive at 9am an almost 2 hour drive. But when I called MORE excuses.

This company’s customer service is a nightmare, and the entire process has been a massive headache. DO NOT waste your time or money with them!

Silk & Snow’s customer care team is absolutely outstanding!!! I ordered the Aire sofa and originally misjudged and ordered a couch a little too big for my space. Typically exchanging a large couch can be quite the hassle in dealing with the logistics of shipping and returns, but the customer care team was SO receptive, thoughtful, and beyond reasonable in making the process and simple & sensible. They really cared to give a logical & personal solution, and I was able to get the right sized sofa for my space as simply & quick as possible!

I ended up with the 2-cushion Aire Modular Sofa in Soft Cream in the Deluxe depth & 91.5 inches — and I am obsessed! The couch looks so luxurious, elevated, & high-end and is incredibly well-priced and phenomenal quality especially compared to competitors. It also shipped out so quickly!! I cannot recommend this couch enough, by far the best in the market!

I received my order with a small snag in the fabric. The customer service team was so attentive and we were able to find a solution that we both thought was fair. Will definitely order again from Silk & Snow.