Silk + Snow Reviews 430

This company is not legitimate. They scammed me out of $3000. I ordered a bed and a dresser from this company, and canceled the order a few hours later, well before the order was completely processed. I was assured that the order would be canceled " as soon as they spoke to the company warehouse manager." Of course, the purchase was not canceled, and they've been giving me the same "warehouse manager" excuse for nearly 2 weeks.

I ordered a duvet cover and sheets - the quality was good however I am working to do a return just as the color wasn't for me and I had ordered the wrong size of sheets. This is where the 3 stars comes in. Customer service to return has been horrendous. I emailed to return and got an auto reply that it would take 48-72 hours for a response. I finally got a response after almost 5 days and all they had said was to confirm if I wanted to get walked through the return process. I confirmed and have been waiting another 24 hours at this point with no response. It has almost been a week of working to try and complete this return with very poor communication and an overall process. Though the quality is good, I don't plan to reorder due to the poor return and customer service I have been receiving.

terrible customer experience

ordered bed frame and night tables from this company as they are Canadian and profess to care about the customer experience unfortunately not my experience, the night tables came the next day but has been a week now and no updates on when the bed frame will be shipped, spoke 2x with customer service after being on hold for 30 min, no answers...so asked for a refund which they said they cant do they have to send an email to someone to see if that can be processed...wowza...no bed frame, no $$ being refunded and no answers...

The best sheet I’ve ever purchased. I originally bought one set and then the moment I slept on them, I knew I needed another set.

Customer service was impeccable and I received my shipments early.

Highly recommend their silk pillowcase for a more luxurious sleep experience.

I had problems with my shipment, and the team immediately responded and quickly took care of it.

Mattress arrived efficiently, but when we decided to return for full refund the process was cumbersome and slow. Started return process on Nov 4th- credit arrived Dec2nd.

First, we do enjoy our S&S natural latex king size mattress that we currently have. It replaced a S&S natural latex that had a manufacturer's defect. The process of replacement was relatively quick and efficient.
The problems came with having the old mattress taken away! It took no less that 6 emails over the course of a month! The customer service at S&S was totally and completely ineffective.The reps were polite but did not have the ability to be effective. Each time I contacted S&S I asked about a reasonable timeline to get results. (Email follow up or pick up. Almost always I gave them a day extra beyond that.) At one point, it was determined that the local partner for mattress removal (Sleep Country) apparently marked the pick up as complete. That took 5 emails to determine and about 3 weeks. Basically it took 4 weeks to get a defective mattress of theirs picked up. Once the pick up occurred, the guys who did it were efficient fast and polite- complete with booties to protect our floor.

Thank you Bianca for being an amazing CSR! I encountered several delays on receiving my order. Other CSR were not helpful. Bianca, however, went over and above to ensure that communication was kept up to date and I was in the loop. When I finally received my order, Bianca checked in just to make sure everything was good. This was my first time ordering from Silk and Snow. Thanks to Bianca, it won’t be my last.

Customer service is outstanding, and Silk & Snow stands behind their products! We speak from experience. We received a product with a minor flaw, and after filling out their form and sending a couple of photos, the item was immediately replaced. Products are beautiful and very well-made. Will definitely be buying from again!

Overall great experience, and helpful staff. I had delays with my shipment, so might want to reassess your 3PL arrangement.

I purchased both an organic mattress and platform bedframe from Silk & Snow. The mattress has been excellent—comfortable, well-constructed, and exactly what I was looking for in terms of quality materials and support.

About a month after delivery, the bedframe developed a defect with the right siderail. I submitted a warranty claim, and this is where Silk & Snow's customer service truly stood out. Sarah, Jennifer, Siddhartha, Pascale, and Abby handled the situation with remarkable professionalism. When the replacement part turned out to be backordered for 4 months, they promptly approved a full refund—no hassle, no runaround, just professional problem-solving.

That kind of customer care gives me tremendous confidence in my mattress investment. I know if anything ever goes wrong, this company will stand behind their products and treat customers fairly. The mattress quality is outstanding, and the team backing it is equally solid.

Highly recommended for anyone looking for quality sleep products and a company that actually takes care of their customers.

I received my sheets and had an unfortunate issue when I washed them for the first time, the customer service team was wonderful and helped me to replace them through the warranty program. Will definitely be buying from them again!

Daniela was responsive and helpful with a request that wasn't strictly within policy. Great experience all around.

I recently purchased a bed frame from Silk + Snow and had a terrible customer service experience. The product was missing a few pieces, most importantly one of the legs. I didn’t realize this piece was missing until the set up was more or less complete. I contacted customer support thinking it would be a fairly easy fix. The rep was friendly but told me I needed to fill out a report documenting everything (there were a few other issues with the delivery of the bed and two pieces missing to fully support a storage drawer). I completed the paperwork, including photos, and was told I would get a response in 3-5 business days. One week passed and I hadn’t heard anything so I called again. The rep said they would replace the entire bed frame, but I responded that I just wanted the missing pieces as the bed was already assembled. She said she would have to check if that was possible (huh?) and promised to get back to me the next day. That didn’t happen so I called again, and eventually received an email informing me the leg was on back order so I would have to wait until February to receive it, and they would reimburse me for a mere 10% of the price.
So my option was to either get a full product replacement or wait 3-4 months for the missing leg, and get about $80 back. This was ridiculous, in my opinion, which I noted in my reply to the email but that got me nowhere. This is the first review I’ve posted. I won’t buy anything from Silk + Snow again nor recommend them.

Savannah and the team at Silk + Snow were very responsive to my inquires, ensuring to follow up. I appreciated that detailed notes were kept and they were able to see my previous calls so that I didn’t have to re-explain or repeat myself. They were ultimately able to price match my in store purchase to receive additional items for the price I would have paid online to order, and I really appreciated the time this took from multiple people to make this happen. The quality of their products is amazing, and I’m thrilled to have the full set on our bed.

I ordered a Silk and Snow hybrid mattress and a Tofino bed frame and night stand.
The products are great quality. I found the mattress a little too firm for me and after a trial period requested an exchange for the plush version. The customer service people were very helpful through the process and it was easy and efficient.
The new mattress came promptly and the other was picked up with in the two week period.
The night table did not arrive right away, the tracking showed it was stalled in the delivery depot. I had a quick response from customer service when I let them know. They were quick to respond, re-ordered it and it arrived promptly afterward.
The customer service reps were kind and efficient in helping me, I love the quality of the items I
bought and wouldn’t hesitate to order from Silk and Snow again!

So quick between ordering and delivery. I loved the first set so much I ordered a second one and refreshed our spare bedroom.

I had an issue after buying the nightstand, and the support team was amazing. They replied quickly, found a solution, and made sure everything worked for me. I really appreciate their help and follow-up. Great customer service! Thanks to Margaux and the team!

I hadn’t even heard of silk n snow before seeing it on instagram…the experience was amazing!! Thank you!!