Silk + Snow Reviews 429

Excellent Quality and customer service and great follow-up. Highly recommended!

I wrote in with a long-shot complaint: my linen sheets had developed holes at the bottom, and the warranty had expired. The team wrote back right away, and eventually replaced the sheet set, even though it was outside the warranty period. The team communicate clearly, and managed expectations, told me when it would be shipped and I couldn't be happier with the helpfulness and prompt responses throughout.

My personal experience has been fantastic with S&S. I purchased a Flax Linen Duvet set from their website store and the checkout allowed only one discount per transaction. I then E-Mailed the staff about not being able to combine my Canadian Forces customer appreciation 5% discount for the same combined purchase. The staff contacted me a day after and credited my account. Thank you

I wanted to make a return - it is a bit of a process in that you need to send photos ahead of time to confirm that they will accept it, but that was easy enough and the turn around for communication was quick.

The person I spoke with at customer service was quick to get to the bottom of an online payment error, and honor the original price. They were helpful, and kind and it was really easy to talk to a real person on the phone! Really pleased with their customer service - and extremely happy with the quality of their product. The bed we bought for our son is super high quality - with zero off gassing. It has been a relief to deal with a company that feels focused on customer service and quality products.

My bed frame arrived in the mail over 2 weeks ago now, but the legs and all of the hardware were missing. I reached out immediately to get the missing parts sent thinking it could be a quick fix. 2+ weeks later I still have not received the parts or even a confirmation they are on the way. I have received two email replies which were both so far very unhelpful. Very disappointing and slow customer service.

I recently ordered a brand-new organic mattress along with a muslin quilt cover and percale cotton sheets. Overall, I’m quite happy — especially with the mattress, which has been excellent so far. That said, I do have a few concerns around value. The percale sheets, while decent, felt thinner than expected given the price. I’ve purchased similar-quality sheets from IKEA for my accommodation rentals at a much lower cost, and these seem to have a comparable thread count and feel. The muslin quilt cover is beautiful, but also quite thin. I see holes developing after only a few washes — and surprisingly, it didn’t come with pillow shams. That wasn't very pleasant, especially since most quilt covers include two pillowcases as standard. I didn’t realize I’d need to purchase them separately, which felt like an unnecessary upcharge considering the overall spend. We did receive two free pillows with the mattress, which was a nice gesture — but unfortunately, we can’t use them due to allergies. Since the organic mattress was explicitly chosen to avoid synthetic and allergenic materials (like soy), it would’ve made more sense to offer a gift package aligned with that — such as organic sheet sets. The brand presentation is fantastic, and the product quality is good overall. But for the premium pricing, I expected more thoughtful inclusions and a higher standard of finish. If the quality matched the cost, I’d be happy to pay it — but as it stands, the missing pillow shams and thin sheets make it hard to justify the value.

Customer service was very determined to fix any order fulfillment issues

Happy customer! Received bed for my daughter quickly- a week after placing order. It’s beautiful, solid wood, extremely sturdy and was easy to put together. Customer service was great as well- I called to check on status of my order and they were prompt in answering questions and continued following-up until I received my bed. Would 100% recommend this company and will be back to order another bed for myself!

Fast, efficient from ordering to receipt of product!
Love Silk and snow.

Silk and Snow staff were very helpful, informative, kind, and accommodating. I had an issue with a mattress and they went above and beyond to replace the mattress in a kind and professional manner and I love my mattress. They were very detailed and moved fast. I also bought a few other mattresses from them and my family loves the products. Highly recommend this organic option for your whole family. I chose plush for all. Loooove!! Thank you S&S!! Looking forward to buying some bedding as well. Keep the cotton products please - polyester plastic is so unhealthy and taking over. Love the organic options.

Want to support this Canadian company but delivery and customer service is just non-existent.

Purchased some sheets at the Toronto store and were happy with it. Thought why not get a mattress and pillows. Big mistake. Their delivery provider said the products were delivered but they have no records of it. S&S said they’ll resend it immediately but it’s apparently “waiting at their site for pick it up” 18 days after “we’ll resend it immediately” and still nothing.

We called again and customer service is useless, “there is no manager to speak with”, “I see it’s waiting ti be picked up”.

I mean c’mon, if your delivery company is not delivering purchased products and your customer service is unwilling, or helpless to help customers, then maybe stick with in store purchases and forget about offering shipping since your contractor is incapable of delivery and your customer service is helpless to do anything.

Wonderful customer service. Thank you for your quick replies and helping me with such kindness!

Well the issue was quickly resolved and as soon as the QA review was completed things were on track for a replacement
Very happy with the overall service and time lines

Great customer Service. We ordered two of their king adjustable pillows in February this year. The loft was a little low for me, so I reached out within a couple days of receiving the pillows, and they happily shipped me some extra fill. Come several months later we decided to wash the outer down shells, and one of the two came out with a failed seam, I contacted support, and after very little back and forth, they shipped us a replacement.

We really like the pillows, and the company stands by their products.

This is a continuation of my review left on Google Review about the new Mid-century design bed frame and nightstand. Both are well made and the walnut finish gave the room a warmness that I really liked. It's a nice classic piece. I picked the Hybrid mattress Medium Firm because it was really comfortable. I tried it both at EQ3 and S&S showroom. What I really liked about it was that it isolated your movements. I move a lot from side to side and this mattress softly kept me in place comfortably. It was a great support for my lower back and spine. I've slept on some horrible mattresses in furnished rental units all my life so it was a celebration when I was finally able to get my very own bed in my new apartment. I finally sleep soundly at night now. When I received the mattress in a box it inflated quite quickly on the bed. I was able to lie on it soon after. I tried looking around for other frames that weren't S&S but I really liked the new Mid-century design bettrr. I really love my bed and the customer service staff were so helpful. I'm so happy with my purchase. Thank you Silk &Snow

Prompt communication; issues dealt with completely; appreciated Marc's kind help

Products are superb, but service is even better. Quick, polite and attentive staff ensure your needs are met without hesitation!

Quick response and fixed my issue

I wanted a pdf of bed frame assembly instructions, which aren't on the company's website. I called Customer Service and received courteous, competent, and quick service. I was emailed the pdf during the call.