Silk + Snow Reviews 

Very helpful & very prompt service

Absolute garbage customer service. Order was fulfilled and shipped incorrectly, didn't send items I paid for and it's been a nightmare trying to resolve the issue. Complete joke, don't use this company.

At first I was not happy with the customer service and delays with my order but I chalk that up to black friday. Once I recieved my order and tested out all my products, I was very surprised with the packaging and quality of everything I ordered compared to a competitor store. I will definitely order from Silk and Snow again before ordering from anywhere else.

Hi,
We purchased a Silk & Snow King Bed frame with Headboard 02/08/2025 for the amount of $1300.00 and change.
The bedframe "so they say" has a limited lifetime warranty against defects!
Been less than a year and the bed fram just pulled apart from one end of which I thhough was a solid wood slat and the bed slammed to the floor. The side rail is not repairable.
I contacted Silk & Snow aver 2 weeks ago and told them what happend and provided several pictures of the malfuction of their sideboard, and after 3 days the responded "Our Repair Team is acessing the situation and we will contact you as soon as possible! That was 11 days ago!
This is an issue that should have been solved very quickly and it seems they have no intention of backing their Guarantee!
Buyers Beware!!!

Regretable, Scott G.

10/10 customer service

Customer service was so good! They notified me when I placed 2 identical orders by accident and immediately refunded that amount.

Ordered the wrong item, wanted plush ordered terry. Daniele was extremely helpful in returning the Terry towels I ordered. She made the process extremely easy. Have now ordered the plush set.

I am very disappointed with Silk & Snow. The quality of their product is really poor for the price they charge. I expected something much better considering how expensive it is, but it did not meet my expectations at all. The product feels low quality and not worth the money. I honestly do not recommend this company.

There was an issue with the inventory when I did my order. They quickly reply to tell me about the issue. They did provide alternative to my satisfaction.

Room for improvement in Customer Service

We purchased our silk & snow bed through sleepcountry Canada. We were really excited to be supporting Canadian companies with our purchase. The first issue we experienced was with the shipping company contracted to transport the mattress, our mattress was lost in transit somehow and arrived over a week later than the tracking had indicated it should arrive and it arrived damaged. The box was in such bad shape that we could barely get the mattress inside, when we finally opened the box there was a visible tear in the mattress before we even took it out of the plastic. After much back and forth with customer service a new mattress was shipped.
When that arrived I set to work to set up our new bed. Thankfully the boxes for the bed arrived in great shape and quickly via fedex. Our second issue came when setting up the bed because we didn't have all of the correct pieces for our model. We have the wrong support legs for the beams that were included in our box and we have the wrong 'headboard b'. Our first call in to S&S customer service we were directed to call Sleepcountry because we purchased through them. After some back and forth with Sleepcountry directing us back to S&S for the replacement Sleepcountry finally agrees to send us an entirely new bed because they are unable to simply exchange or send us the incorrect/missing pieces.
I called back in to S&S and spoke with Daniela, she was amazingly helpful. Daniela was extremely helpful. She asked questions to assist in troubleshooting and helped determine that we had the centre support beams from an old version of the bed but support legs from a new version so they were not compatible. Daniela quickly submitted an order for the replacement support beans so that we could begin using our bed as soon as possible. She has also submitted a replacement headboard b for us that should be here next week, with the replacement coming we are able to keep our old headboard b so we have finally been able to set up our bed after 2 months of waiting. Daniela helped make this bad situation better with her prompt assistance.
The bed is beautiful and the mattress is quite comfortable. It is unfortunate that our experience was soured from the length of time it took for customer service to actually assist us with our issues.

J’ai commandé un lit queen. Dix jours plus tard, je reçois deux têtes de lit, mais aucune base.
Nous contactons Silk & Snow, qui nous informe qu’un nouveau lit complet nous sera envoyé. En revanche, ils refusent de reprendre les deux têtes de lit envoyées par erreur.
Résultat : nous nous retrouvons avec deux têtes de lit inutiles, qui prennent énormément de place dans l’appartement. De plus, les services de collecte des déchets refusent de les récupérer, ce qui m’oblige à trouver moi-même une solution pour m’en débarrasser. Wow… quel service.

Mise à jour de mon avis 23 décembre 2025:
Et l'histoire continue.... On vient de recevoir la nouvelle commande ET la tête de lit est encore endommagée et cette fois-ci plus endommagée que les autres car c'est en avant.

Donc on a recu 3 têtes de lit et tous endommagées....
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I ordered a queen bed. Ten days later, I received two headboards, but no bed base at all.
We contacted Silk & Snow, and they told us that they would send a new complete bed. However, they refused to take back the two headboards that were sent by mistake.
As a result, we are stuck with two useless headboards taking up a lot of space in our apartment. The garbage collection service won’t accept them, so I now have to find a way to dispose of them myself. Wow. What a service.

Update to my review, December 23, 2025: And the story continues... We just received the new order, AND the headboard is damaged again, and this time more damaged than the others because it's at the front.

So we received three headboards, and all three are damaged...

I ordered two wood bed frames, a mattress and pillows on 28 November. Received one bed and a mattress. Two items are missing. I emailed them 3 times and no clear answer when the other items will be shipped. I phoned their customer service and same vague answer. Was told they cannot get through to the shipping department.
I thought they were a professional company. How is it possible that people answering your emails or the phone are so out of touch with the shipping out of items? Is there no communication in that company between the departments. Would never order anything online from that company. They eagerly to take your money and you get no service from them.

Savannah is wonderful. One of my questions required her to check with someone else and get back to me, which she did really quickly. I appreciate so much that Silk & Snow has a phone number to call (unlike Thuma, which strictly communicates by email).

I ordered a couch from Silk & Snow expecting the same professional service I received just two weeks ago, when their partners delivered a bed frame safely inside my hallway. I was wrong.
​Today, the delivery driver refused to bring the couch inside or even lift it onto the covered porch. Instead, they dumped the heavy boxes directly on the driveway cement in -20°C weather. My "luxury" furniture was left sitting in snow, slush, and road salt.
​I was forced to scramble and move heavy freight boxes inside by myself to prevent water damage to the fabric. It is unacceptable that a premium furniture company uses carriers who won't even place items on a dry doorstep. If you are buying large items, be warned: "delivery" might mean finding your sofa sitting in a snowbank at the curb.

Silk & Snow hires a delivery partner called High Energy Transport (based in Bolton/Vaughan). This company has seemingly disabled their own Google Reviews to hide their bad service. Since I cannot warn people on their page, I am warning you here: If Silk & Snow assigns your delivery to High Energy Transport, cancel it immediately. They dumped my furniture in the snow and refused to help.

What a crock of a company. Called customer service line and they said they shut the phone lines down due to black friday sales ????? Give me a break .
Poorly managed .obviously

Tried to order a single blanket, got an error, twice.... i give up. You guessed it, I get two order confirmations. Not even ten minutes pass before i send 3 request to cancel everything and report an issue with their website. They wait 3 days until AFTER they send a ship notification before I get a respond from Mahum "If you are able, please refuse the delivery of x1 of these packages with FedEx. This way, the item will be returned to sender and a refund issued. If this cannot be done, please ensure you do not open the secondary item, and our team will send you a pre-paid return label to send this item back to us for full refund." I don't want anything from this crap company.

Honestly, I don’t understand how Silk & Snow is still operating with the way they handle orders. The shipping was painfully slow — far beyond anything reasonable — and the complete silence from their customer service was unbelievable. I tried contacting them several times and got absolutely nothing. No updates, no explanations, no timelines. Just… nothing.

It genuinely feels like once they have your money, you’re on your own. The experience was so bad that I started regretting the purchase almost immediately.

To make it worse, I placed an order with Hush around the same time, and the contrast is embarrassing for Silk & Snow. Hush shipped quickly, communicated clearly, and actually treated me like a customer instead of an inconvenience. Night and day difference.

If you’re deciding between the two brands, do yourself a favour and go with Hush. My experience with Silk & Snow was one of the most frustrating online shopping experiences I’ve had, and I won’t be giving them another chance.

I think their shipping might be a scam. I ordered from them two weeks ago and their delivery dates keep changing. I spoke to them and they promised it would come today and nothing. I called them and they're closed, I think that they might be running a scam.

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.