I have previously ordered quite a few things from Ailk Maison. A cashmere coat, two pairs of silk pajamas, a blows, a wool jacket and eye masks. That all went smoothly. The quality was al... See more
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This is an absolute disgrace. My order was supposed to arrive in July, but it never did, and they still haven’t refunded me. They’re hiding behind excuses, claiming staff changes and that people left... See more
Bad customer communication, delays in shipping that were definetley not made clear pre-purchase. Dress arrived super creased. Although the design itself is nice, the quality of the fabric is thin loo... See more
Company replied
After reading all the reviews I really didn’t expect anything! HOWEVER (to my own surprise) I actually did receive my order yesterday (8th January), that I ordered back in mid-December. The quality... See more
Company replied
Company details
Written by the company
Silk Maison strives to enhance your life-wear using luxurious silk accompanied with our elegant design, allowing you to look and feel effortlessly glamorous. Every piece of design incorporates contemporary aesthetic and classical tradition, blending into the collections that encapsulate an entire look from day to night, city to home.
Contact info
1625 Mid Valley Dr, Ste 1 Steamboat Springs, CO 80487, USA, 80487, Steamboat Springs, United States
- +1(484)3709774
- support@silkmaison.com
- silkmaison.com
Fraud
I ordered a dress for a wedding 6 weeks in advance. Emailed customer service before to ask about shipping time and they told me I would get the parcel 10-20 days after shipping. They state on the website that you should allow 5-7 business days for the item to be packed and shipped which is fine. However, it’s now been 3 weeks and they still haven’t sent the parcel. When I once again contacted customer service they said I would have to wait another 3 weeks for it to be shipped, and that the information on their website is an “error message”. They then claimed to have cancelled my order without even asking me to confirm it, but I still haven’t gotten any proof of a refund. Extremely disappointed as I really needed to get the dress in time, and I thought the website looked legit. Seems like a fraud.
I also wrote a bad review on their website but it doesn’t show up which makes me think that the reviews are fake.
29 July 2022
Unprompted review
Reply from Silk Maison
Dear Amelia,
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
We have checked with our email customer service based on what you said.
First of all, we are very sorry for making you wait so long without receiving your package. However, the shipping time on our website is
"We will arrange shipping as soon as possible after we receive your order.
Packages usually take 7-25 business days to arrive after shipment but we cannot guarantee the condition of the package in transit so delays are inevitable."
Secondly, you said in your letter to email customer service "If you don't send the dress or refund me IMMEDIATELY I will have to report you." So they canceled your order and applied for a refund for you. This is not consistent with your claim that you were not asked to confirm the cancellation of your order. The refund will be done within a week and the money will arrive in your account in 1-3 days.
We have also told email customer service to email you again to explain the exact timeline for the refund. Again, we apologize for any inconvenience caused to you.
Thank you for your understanding and cooperation.
Best regards.
SILK MAISON Customer Service Department
The dress came very late and the quality was really bad
I ordered a dress on May, and I received it on July 15th. I wrote them several emails asking for the order status, and I never received an answer. Finally I could ask them through the website chat and they replied that the package had been lost and they had sent a new one. Besides, the dress I received came completely wrinked amd the quality qas really bad. Now I want to return the dress and they make me pay the shipping costs. They say they are sorry but they can cover the shipping costs, and the offered me a discount (which obviously I’m not going to use because I will never buy on this brand ever again). My order number is 150637
18 July 2022
Unprompted review
Reply from Silk Maison
Dear Yaiza,
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
According to your statement that no one replied to your email, we verified with customer service. They replied that you only sent an email on July 8 asking about the logistics information of the package, and the email customer service replied to you on the same day.
You also contacted online customer service on the 8th to ask about the status of the package and they replied to you. In the last two days, you contacted the online customer service to request a return. They also provided you with the return address.
It is true that according to the website policy, the return shipping cost is borne by the customer.
If your product is unusable due to a material or manufacturing error, you can send an email to support@silkmaison.com with an appropriate photo description. Once the situation is determined, we are confident they will cover your shipping costs.
Thank you for your understanding and cooperation.
Best regards.
SILK MAISON Customer Service Department
Where is my order
I have received zero information about my order for weeks. I tried contacting customer service and the the email immediately bounced back. I filled out the form online and no response. I would like to cancel my order at this point and just get my $200 back. I should have read these reviews before ordering. Order #178432 in case someone actually reads this.
16 July 2022
Unprompted review
Reply from Silk Maison
Dear McKenzie，
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We sent your order number back to our customer service and they did not receive your email but other customers' emails were received normally.
We have informed them of your request to cancel your order and they will further process it for you and send you an email to let you know.
We always put the customer experience first and will continue to make improvements. Thank you for your understanding.
Best regards.
SILK MAISON Customer Service Department
False advertising and denying me a refund
This brand has falsely positioned themselves as a luxury 100% mulberry silk manufacturer. The dress I ordered is of very poor quality and not as it is portrayed on the website. Silk Maison are not providing the return label or return address that their website states will be provided if you want to arrange a return. I received an automated email to say that the business is now 'on holidays' for 4 days and to contact their live support chat. When I did get put in contact with an agent through the live chat Zendesk, as soon as I mentioned that I wanted to return my order, the chat was immediately shut down and the option to talk to a live chat agent was no longer available to me. This site is a total scam. Do not order from here. @Silk Maison please reply to my numerous emails and issue details so that I can arrange a full refund as is in line with my consumer right. Order #173080
14 July 2022
Unprompted review
Reply from Silk Maison
Dear Meghan,
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
When you contacted our online customer service, they gave you the return instructions. When the email customer service saw your email, they provided you with a return address again. Did you not receive them?
If you have any other requests for your order you can send your thoughts back to customer service and we are sure they will process it for you at the first opportunity.
We always put the customer experience first and will continue to make improvements.
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
Terrible quality!
I guess all of the reviews on the website are fake because the piece of fabric which I received is nothing but a nice quality dress.. there are stitches everywhere and the fabric is the cheapest possible
12 July 2022
Unprompted review
Reply from Silk Maison
Dear Alexandra，
Thank you for your feedback on Trustpilot!
We are sad to read this comment from you.
Each of our comments is an encouragement or suggestion for our website from customers who have had a shopping experience. We are also improving our service step by step with these comments.
We carefully select the best silk fabric for our products every time and we use different mms and types of silk for different products in order to achieve the best wearing effect. The finished product after each garment is produced will be quality checked to avoid quality problems.
Since we cannot find your corresponding order information, please provide us with your email address or your order number if it is convenient. We will send this information back to our customer service staff so that they can contact you. Or, if you prefer, you can contact them with your ideas. We are confident that they will take care of it for you the first time.
For questions about the product, please give our customer service EMAIL: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service Department
Hi the tracking number I have been…
Hi the tracking number I have been provided with does not work. #179489. The tracking doesn’t exist and you have not even told me which postal service is being used so that I can look it up.
I have also sent you 2 emails with no response so far.
12 July 2022
Unprompted review
Reply from Silk Maison
Dear Kristina,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. The customer service staff has replied to your email and your logistics provider is Australia Post.
If you have any other requests for your order you can send your thoughts back to customer service and we are sure they will continue to process it for you at the first opportunity.
We always put the customer experience first and will continue to make improvements.
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
I am so disappointed with my order
I am so disappointed with my order. I paid 200 dollars for something that looked like I sewed it myself and it was the wrong color. Completely unacceptable, I will be informing people.
1 July 2022
Unprompted review
Reply from Silk Maison
Dear Isabelle,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. If you are not satisfied with the item you received, you can contact our email customer service for a return.
If you have any other requests for your order you can send your thoughts back to customer service and we are sure they will process it for you at the first opportunity.
We always put the customer experience first and will continue to make improvements.
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
Absolutely unacceptable
Absolutely unacceptable. Advertised scarf as a modal/mulberry silk blend. Label says it is cotton and silk-and made in China. The fabric is like tissue paper. It arrived very wrinkled so I tried to iron it and even on the lowest setting it singed and ripped.
30 June 2022
Unprompted review
Reply from Silk Maison
Dear Bonni,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number. Customer service has replied to your email and needs some pictures from you for the next step.
You can reply to them and we are sure they will give you a satisfactory solution.
We always put the customer experience first and will continue to make improvements.
Thank you for your time.
Best regards.
SILK MAISON Customer Service
The quality of silk is very bad
The quality of silk is very bad, feels like just very cheap fabric:( and sizing is weird, it’s way too short, I don’t understand for who that dress was made. Return never order again
28 June 2022
Unprompted review
Reply from Silk Maison
Dear Alexandra,
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
If you are not satisfied with your purchase for any reason, you can contact our email customer service for a return. They will be happy to help you with this issue.
We always put the customer experience first and will continue to make improvements.
Thank you for your time.
Best regards.
SILK MAISON Customer Service
Silk Maison is a scam
I never received the dress I ordered from Silk Maison, even though I payed for it. I contacted the company about delivery, but received a fake tracking link. Everything looks very real on their website and Instagram, but it’s a scam.
27 June 2022
Unprompted review
Reply from Silk Maison
Dear Signe,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
Could you please let us know your order number so that we can feedback to the customer service to check?
We always put the customer experience first and will continue to make improvements.
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
a 10$ dress marked up to 200$
The dresses aren’t silk they are a see through cotton fabric, I ordered a black silk dress and it was ill fitting, badly made, and not the material the website said it would be. The shipping takes months and it is definitely not worth the price tag.
25 June 2022
Unprompted review
Reply from Silk Maison
Dear Paige,
We are really sorry to hear that you are not satisfied with the quality of our products. :(
Our customer service staff has also processed your return for a refund. If you are angry because you were not refunded your $18 shipping cost, we apologize. However, our website policy states clearly that $18 shipping fee you paid for your order is non-refundable. When we send you the package and you receive it successfully, the shipping cost will have done its job and charged by the logistics provider.
Thank you for your understanding and patience.
Best regards,
SILK MAISON Customer Service
Do not buy from this website
Do not buy from this website, I fully believe it is a scam. My order took over six weeks to arrive. When it did arrive it looked nothing like the pictures. Terrible quality and fit, completely unwearable. When I tried to return it they gave me three addresses and never replied when I asked which one to use. I paid for a tracked package return which says it has arrived but they will no refund me. I'm short about 200 euro. Would really recommend against using.
24 June 2022
Unprompted review
Reply from Silk Maison
Dear Jenny,
We are sorry that we were not able to give you a satisfactory shopping experience.
When we checked the status of all the returned packages, we found that your return logistics had not been updated for a long time so we immediately contacted you to verify the situation. Then you replied that the package was delivered on June 8, which is inconsistent with the logistics information we saw, so we hope you can provide a screenshot of the package you saw delivered, so we could process your refund. But you didn't reply instead we saw your comment here.
Please provide the customer service with a screenshot of your package delivery after you see our response. We are sure they will process your refund as soon as possible after confirmation.
We apologize for any inconvenience caused to you.
Thank you for your time and cooperation.
Best regards.
SILK MAISON Customer Service Department
I'm attaching your email that you repliead me that my order sent via DHL and Invoice
Hi Silk Maison team,
You said that you never promise me to send my order via DHL . You replied to my comment that I liead to everyone about shipping.
Please see the email that you sent me when I ordered. In the above of the Invoice you wrote me that "Your order was shipped via DHL Express
Invoice for order #172916
Hi Eliza,
Here are the details of your order placed on June 3, 2022:
And after 1 month I received an item and paid for customs clearance and I didn't like the quality, it was really cheap. I never wore it and the next day I got in touch via email how can I return .And you replied as returning country Czech Republic. But you said that you are US based country. You again lied .So I paid for returning shipping too and the Czech Republic customs clearance fee was unexpectadly expensive . The item received in good condition to your hand and it passed almost 2weeks and you don't want refund my money. You said that you are partially refund but you don't have the right to refund half. Because for shipping you never paid!!! Refund my money fully!!!!
What an arrogant answer. Dear buyers, be careful, and avoid from this seller!You can see from their response to the customers how their customer care is . They place the blame on the customers, not themselves, and never take any responsibility. They are faceless.
Silk Maison team , I wrote that if the item won't reach by June 15, please cancel, you said that you already dispatched and it's very complicated top stop the shipping and you shared a tracking number that had not moved for weeks and it was in Chinese. Since you said we can't stop it, I said okay, if it will be on time , then no need to stop. You told me don't worry. After you said we did it with fast shipping, and you even said we dispatched it via DHL in the web site live support correspondence. I have all the screenshots of the correspondence, I can share. It's been more than half a month since I ordered and now you say this is normal procedure? I have placed an order for the special day and I have been writing to you from the beginning so that it will reach this date, why should I order you if I have to wait for more than 1 month for my cargo? are you making fools of your customers? You are a faceless chinese seller, you are a liar, you are not an American at all, if you were an American you would not leave 100% of the customer as a victim... Shame on you!!!
23 June 2022
Unprompted review
Reply from Silk Maison
Dear Eliza,
Thank you for your reply.
If our response has made you uncomfortable, then we apologize. This is part of your conversation with the online customer service, we have pasted the text here because we were unable to reply with a picture.
(01:01:17) whisper
we will contact our logistic to try to stop and exchange it for you. Still, please understand that the cancellation might fail as your package is on the way now. We will inform you of the result within 1-3 business days by E-mail. Please note to check.
(01:02:05) Visitor 83268905
ok , please let me know for how many days it will be deliver to my address?
(01:02:25) Visitor 83268905
I want to know all tracking information
(01:02:32) Visitor 83268905
step by step
(01:03:12) Visitor 83268905
AliExpress is also gives to all customers all tracking information step by step
(01:04:00) Visitor 83268905
don't stop my order but I want to know that you dispatch with rush shipping company
(01:05:36) whisper
We are sorry that we do not offer expedited shipping， but we strive to provide you with the fastest delivery.
We have also copied the latest logistics information for your package here.
2022-06-25 09:37
TÜRKIYE, Turkey, Send item to customs (Inb)
We apologize for the inconvenience and unpleasant shopping experience caused to you.
If we promised you that your package would arrive on time but it didn't, that is indeed our responsibility, but we really didn't promise you that because we can't guarantee the situation in transit.
We know that no amount of apologies can make up for the unpleasantness you have experienced, but we are still sorry for everything you have suffered.
We are sorry and thank you for your time.
Best regards.
SILK MAISON Customer Service Department
Definitely a scam website don't even bother
First of all, I waited almost 2 months for this dress to come. It was not posted anywhere that it would take a month and a half just for the order to be processed. When I got the dress, I laughed at how cheaply made it was. I tried it on and the side seam ripped. The fabric itself looks so cheap and thin. Felt like $10 dress from shein quality. When I asked to return my product for a refund, they were not cooperative at all. They offered to send me a new dress but the quality is so cheap I didn't want a new dress, I just wanted my money back. Will never order from this store ever again.
18 June 2022
Unprompted review
Reply from Silk Maison
Dear Customer.
We are sorry for the unpleasant experience you had.
Because you did not provide your name or order number so we do not know the details of your order. However, we are confident that if you contact our customer service staff within the time frame specified in our policy and state your request, they will resolve your issue in a timely manner. When you are not satisfied with your clothing, customer service will usually offer you a refund or a replacement. You can ask for a refund instead of a replacement.
If your problem has not been solved yet, please reply to us with an order number. If it has been resolved, then have a nice life.
Thank you for your time.
Best regards.
SILK MAISON Customer Service Department
Yikes!
Yikes! Should’ve read the reviews before I purchased from this company. Just don’t do it. They’re a scam. They sent me the wrong product and want me to pay for shipping to send the item back. Wasting my time AND money. Why should I trust that I’ll ever see my money again once they receive the item if I can’t even trust them to send me the correct dress that I paid for in the first place? I talked to them for a week before giving up and just reporting them. I mean I thought lilysilk was bad but wow lilysilk is 1000 times better than this horrible company. They overprice the crap out of these polyesters and don’t even give you what you ordered. I can’t wait to show screenshots of their service to everyone. Guys, save yourself the headache and just don’t purchase from this horrible place. They don’t have good service, no matter how good you think their site looks, if they don’t have good service & they screw up (or you don’t like your item) say good bye to the hundreds of dollars you spent on it. Genuinely, just save time and money and go somewhere else. This isn’t it, sis. And looks like trustpilot noticed that they’re faking their reviews too…. If a company had good service, and good product… they wouldn’t need to fake their reviews! Guys let this company’s review speak for itself.
EDIT: Just don’t trust them. I read their reply. Yes, thanks for sending me an item that is 2 sizes too big and blamed ME for not knowing what size it was. They kept trying to tell me they sent the correct size They even told me they probably did send the correct size after I told them it was wrong. The item is useless… waste of time and money. I do NOT recommend. Their reply will speak for itself on how they tried to handle it.
Good thing I have screenshots of everything.
13 June 2022
Unprompted review
Reply from Silk Maison
Dear Maya,
When you contact us, we have been doing our best to help you resolve the issue of sending the wrong item. We promise to reimburse you for shipping costs after we determine that the wrong item was sent. We do not provide return labels, so covering shipping costs is only possible on a reimbursement basis.
To reduce your concern, we also offered to arrange for a replacement while you send the package back but you never replied either. Now the wrong item is kept by you and the money was refunded to you.
We are sorry for the unpleasant experience we have given you.
Thank you for your time.
Best regards.
SILK MAISON Customer Service Department
Very grateful to receive a product from…
Very grateful to receive a product from the company, fought for a month with multiple emails. Due to the companies behavior I thought that it was a scam.
I was positive that I had lost my money. All my wife wanted was a silk robe, She finally received one.
It was worth a month of stress and emails to make her happy.
Please be aware when ordering from this sight.
4 June 2022
Unprompted review
Reply from Silk Maison
Dear Brian.
We don't quite understand why you wrote another bad review. You sent us an email after you received your order saying that your wife was happy with the robe she received. Then we kept getting more and more bad reviews from you. What is the reason for this behavior?
We are also confused by this review you posted. You say you lost your money but then you say you received the robe. Isn't it a normal transaction situation that you pay for clothes and receive them? Your behavior leads us to ask: Are you hired by someone to smear us?
Thank you very much for your time
Best regards.
SILK MAISON Customer Service Department
Poor quality
Poor quality, like aliekspress. Very long shipping, not worth of money
30 May 2022
Unprompted review
Reply from Silk Maison
Dear Mrs Indrė.
We are really sorry to hear that you are not satisfied with the quality of our products. :(
However, the main products we sell on our website are silk products, which are inherently very light and thin. We sincerely hope you will understand that silk products are not of poor quality.
With regard to shipping, we are very sorry to keep you waiting.
Due to the current global COVID-19 pandemic disruptions, the shipping times for some orders have be affected.
But this is really out of our control. :(
Again, we sincerely hope you will understand.
If you have any special requirements regarding the shipping of your order (such as ordered for special events), please do contact us in advance and let us know your requirements so that we can help you in time to avoid any inconvenience to you.
Also, for orders with long shipping times, we will compensate our customers accordingly. Please contact us by email upon receipt of your order to receive the compensation.
Thank you so much for your understanding and patience.
We wish you all the best and safe! :)
EMAIL: support@silkmaison.com
Best regards,
SILK MAISON Customer Service
The pictures are nothing like what you…
The pictures are nothing like what you get. It's not a total scam because I was able to return the garment, but it cost me time and money.
26 May 2022
Unprompted review
Reply from Silk Maison
Dear Sarah.
We are sorry to have made your shopping experience so unpleasant. :(
Please tell us your order number so that we can better help you.
And sorry that we are a little confuse by what you saying "The pictures are nothing like what you get".
Do you mean that the product you received was not what you expected? Or did we send you the wrong clothes please?
We want to explain that because the pictures on our website are taken under different lighting and filter effects, so THERE WILL BE A LITTLE DIFFERENCE IN THE REAL THING. We sincerely hope you can understand. :)
We feel so sad that you are not satisfied with our return process. :(
But shopping online is inherently a little risky, as there is always the chance that the items are not the right size, or that the items do not meet our imagination or expectations, so some times we have to return the items.
But it is our policy on our website that customers have to cover the return shipping costs. So we hope you will understand.
Once again, we deeply apologize for wasting your valuable time again when you read our reply. Please forgive us. :)
We hope you have a beautiful day!! :)
EMAIL: support@silkmaison.com
Best regards,
SILK MAISON Customer Service
Good tapan jha sir
21 May 2022
Unprompted review
Reply from Silk Maison
Dear Sohib.
Thank you so much for your feedback on Trustpilot!
We are really really delighted as if we had received a surprise gift when we read your review of SILK MAISON. :) :)
In your spare time you can browse our website,～～～
We have many new arrivals and many moving discounts!!! :)
You are welcome to choose one piece for yourself to reward yourself for your daily efforts!!! :) :)
We hope we can bring you a really pleasant and unforgettable experience!
Have a really beautiful day!!! :) :) :)
Our customer service EMAIL: support@silkmaison.com
Best regards.
SILK MAISON Customer Service Department.
SCAM DO NOT ORDER!!!!
ZERO STARS!!!! i ordered a dress for my graduation that never arrived. Tracking information was fake and it says delivered and SIGNED!!! I have not signed anything and I have been tracking this package daily for WEEKS!!! I just want my money back!!!!!!!
16 May 2022
Unprompted review
Reply from Silk Maison
Dear Francesca.
Thank you for your feedback on Trustpilot!
We are so sad to hear that you don't believe in us so much. :(
Tracking number: SF6043358673295
420021139274890261786344599975 (your local USPS tracking number)
However, at the very least, please CONTACT YOUOR LOCAL POST OFFIC FIRST TO COLLECT YOUR PACKAGE. This is in case the package is overdue and destroyed.
(Regarding the tracking information, it is your local post office that changed the tracking information as signed for, we have reminded them of this and they will be aware of it in the future.)
Because we sell all over the world, we will not be able to personally check the shipping and delivery details of your package once it has arrived in your local country.
But when we saw the email you sent us on 5/16, we have checked with your local logistics provider immediately. It was only yesterday that they replied to us.
So please have a look at the email we sent you yesterday. As USPS failed to deliver your package and then they took it to a post office near you.
Please CONTACT USPS AS SOON AS POSSIBLE TO CHECK THE DETAILS OF THE DELIVERY OF YOUR PACKAGE AND TO COLLECT IT.
If they are unable to locate your package for you, please ask them to provide you with A PROOF THAT YOUR PACKAGE HAS NOT BEEN SIGNED FOR. This way we will be able to apply a replacement or refund for you.
Again, we apologize for any inconvenience caused.
Hope you will receive your package soon with the help of your local post office.
Tel: 915 197 197
EMAIL: support@silkmaison.com
Best regards,
SILK MAISON Customer Service
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