Reviews

This profile includes reviews for Silk & Snow Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Silk & Snow Inc

  200 - 670 Caledonia Rd York, ON M6E 4V9

  
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  Silk & Snow Inc.

  421 Richmond Rd Ottawa, ON K2A 4H1

  

Review Details

• Review fromPeyton S

  Date: 22/04/2025

  1 star
  We ordered a dresser and it took one month to arrive when it said 4-5 business days online. When it arrived the delivery men said they do not get paid to carry it inside (it weighs about 200 pounds or more) so they left it on the porch until my wife paid them extra cash to carry it in. Once it was in and unboxed we saw that one of the legs was completely broken off and we took pictures of it. Now, we have to figure out how to get it back downstairs and work through the return process...woohoo... for our replacement to not come in for at least another month... so exciting! This experience has been completely unacceptable. This will be the last thing I buy from Silk & Snow ***** **** ******** **** * **** **** ** ** ****** ******

  Silk & Snow Inc

  Date: 04/07/2025

  Hello ******,
  We are very sorry to hear about your experience, it is absolutely not the type of delivery or product quality we aim to provide. We completely understand how frustrating it must have been to deal with delays, delivery challenges, and damage upon arrival.
  We have since refunded your order in full, as requested, and hope that at the very least this resolution helps to close the loop. That said, we truly regret that this experience fell short and left such a negative impression.
  Your feedback has been shared with our logistics partners and we are actively reviewing how we can improve our service experience moving forward. We sincerely appreciate you giving us a try and we are sorry that we were not able to deliver the quality we are known for in this case.
  Sincerely,
  *****

• Review fromRachel M

  Date: 07/02/2024

  1 star
  Thier return policy is **********. We ordered a bedframe and ******* “silk & snow return policy” before ordering. What came up said they cover returns- this is not true! They are charging us over $200 to return a product that we are completely dissatisfied with. This is 28% of the cost of the order. Customer service did NOTHING to help. ***** ******* ** ** **** **** ***** ** ***** **** this company, even if you are completely dissatisfied with the product you recieve and let them know right away, you will be losing ******** ** dollars to return- and that is if they even let you return. The quality is so terrible that we are literally spending ******** just to not have this item anymore. We wish we had known, *** **** ** **** ******* ** **** * ******** ****** ** ***** ******* *** ** *** *** ** ** *******

  Silk & Snow Inc

  Date: 27/02/2024

  Dear ******,
  We appreciate you taking the time to share your order experience. We understand and acknowledge your frustration with the return process and policy, and we sincerely apologize for any inconveniences caused. We value transparency and clarity with regards to our products and policies, and we sincerely regret any confusion that may have occurred.
  It is important to note that our return policy is outlined in our terms and conditions, agreed upon during the checkout process. Additionally, the return policy is stated on the product page for each item. Please be aware that, as specified, the requirement to cover return shipping costs applies to furniture, including bed frames and nightstands, for both Canadian and US customers. Regarding the furniture return costs, the return shipping fee is determined by ***** based on your shipping address and is solely associated with the shipping process.
  We understand your concerns about the product quality, and we would like to assure you that we stand behind our furniture with a 5-year warranty. If any parts experience defects or damage within this warranty period, we are committed to replacing them free of charge. We apologize if this information was not adequately communicated.
  Once again, we apologize for any frustration and inconvenience you have experienced. We regret that we couldn't provide a complimentary return for your bed frame and appreciate your understanding.
  Sincerely,
  Abby

• Review fromAdam M

  Date: 07/01/2024

  1 star
  Been over a month since I started the return process and silk and snow is stalling and trying to push it past the 100 day return window. They take multiple days to respond to any inquiries and have been no help. ***** ***** ** **************

  Silk & Snow Inc

  Date: 12/02/2024

  Dear ****,
  We are appreciative of your feedback, it is never our intention to delay the return process and we are truly sorry to hear that you felt as though we were delaying it to push you past your return window. As long as the return has been initiated within the trial period and we are able to schedule it within 2 weeks past your trial, you would not be penalized for our delay and you would still be able to return.
  However, I have taken a closer look and was able to see you mattress has now been picked up and your refund has been issued.
  We truly apologize again for our delay and any inconveniences that caused. If you do have any further questions or concerns in the future, please do not hesitate to reach out.
  Sincerely,
  Lacey

• Review fromMiichael S

  Date: 08/12/2023

  1 star
  I've been trying to return the mattress for about a month now. Customer service kept sending requests for photos and other info. Finally, after two weeks and multiple requests, they agreed that they have all they need. However, for almost three weeks Service representatives for days promising the same actions thing over and over, but nothing materialized. They do not return calls or reply to emails. They appear to be very nice and understanding on the phone, but this is where it stops. I may have to go to Small Claims Court to recover my money. I* ** * ******** ******* **** * *****

  Silk & Snow Inc

  Date: 18/12/2023

  Dear *******,
  We want to extend our deepest apologies for the challenges you had faced with your mattress return process. Your experience does not meet the standards we aim to uphold, and we sincerely regret any frustration and inconvenience this has caused you.
  We were able to look into your matter and see that your mattress had been picked up and your order has been fully refunded.
  We are thankful for your feedback as we are always working diligently to improve our processes and ensure our customers receive the necessary updates in a timely manner. We apologize for any lack of communication and the inconvenience caused throughout this process. This is not the kind of experience we want our customers to have.
  We appreciate your feedback.
  Sincerely,
  Lacey

• Review fromSharon J

  Date: 30/11/2023

  5 stars
  Silk & Snow have excellent products, customer service and shipping. I initially ordered a set of percale king sheets, which arrived promptly. I have used the sheets constantly for several months now, and am so happy with them, I ordered another set a week ago, which arrived today. I highly recommend this company and their percale sheets.

  Silk & Snow Inc

  Date: 18/12/2023

  Dear ******,
  We are absolutely delighted to hear about your positive experience with our products and services! Thank you for choosing Silk & Snow and for taking the time to share your satisfaction. We are thrilled that you're enjoying the percale sheets, it is fantastic to know that you've been pleased with their quality over several months.
  Your recommendation means a lot to us and we appreciate your trust in our brand.
  Wishing you many more comfortable nights with your Silk & Snow sheets!
  Sincerely,
  Lacey

• Review fromRamona T

  Date: 22/11/2023

  5 stars
  EXCELLENT CUSTOMER SERVICE!! Spoke with "Sid" who was patient and very KNOWLEDGEABLE. He answered my many questions and made me feel comfortable about doing business online with Silk & Snow. I read many favorable reviews from other satisfied customers.

  Silk & Snow Inc

  Date: 24/11/2023

  Hello ******,
  Thank you so much for taking the time to share your positive experience with Sid and our team! We are thrilled to hear that you received excellent customer service and that the team's knowledge and patience made your interaction pleasant. It is always our goal to ensure our customers feel comfortable and well-informed.
  We appreciate your trust in Silk & Snow and look forward to serving you with the same high standard in the future. We value your feedback and are grateful for your support!
  Sincerely,
  Lacey

• Review fromZoe A

  Date: 09/10/2023

  2 stars
  Poor quality linens. Horrible customer service. Returns take forever. Overprice. 100 day guarantee means you will have to wait 100 days for your refund. Run by bots.

  Silk & Snow Inc

  Date: 24/11/2023

  Hello ***,
  We are truly sorry to hear about your disappointing experience with our linens and customer service. Your feedback is crucial to us, and we sincerely apologize for any inconvenience caused.
  We acknowledge your concerns regarding the quality of our linens and the delays in the return process. This falls short of the standards we strive to maintain. We want to assure you that your feedback has been taken seriously.
  Regarding the 100 night trial, we understand the frustration caused by any delays in the refund process. We're actively reviewing our procedures to streamline the return and refund process to ensure a more efficient experience for our customers.
  Thank you for bringing these issues to our attention, we appreciate your patience as we worked to address your return.
  Sincerely,
  Lacey

• Review fromJustin M

  Date: 28/08/2023

  1 star
  ********* Worst customer service * **** ***. For a brand that markets themselves as being made with love and attention to details, they have certainly missed the mark. I ordered my products (sheets, duvet and duvet cover) almost 1 month ago and have just finally received it all.
  It started when I ordered the wrong colour and I immediately (15 minutes after my order) called the customer service line for it to be corrected. I was given the option to cancel or that a change of colour could be done with my current order. I opted for the latter. Once the shipping label was created I realized the colour had not been changed. I called them to fix the error and they then told me that they never told me the colour change was guaranteed (which was not true, they are more than welcome to listen to the recordings for ''quality assurance'') I quickly corrected them on their mistake and they said they would make the delivery company return to sender BUT they had to wait until its received before they can send me my correct things. More waiting. Then a couple weeks later I receive my sheets but NO DUVET. I had to contact them again to send me the duvet. More waiting. At this point my patience reached its end and I asked that some kind of compensation be given for the bad service I got. They (supervisors) have been reviewing it for the pass 1 week now, while I have to keep following up because each time they say that the supervisors will call me or email me, they don't. More waiting.
  It's been a run around and a disgraceful experience. I love supporting a local business and sustainable/high quality products *** ***** *** ***** ***** *** **************** ******* ******** *** ***** *** ****** *** ****** ***** ***** ****** *** ***** **** ****** **** * ******* **** ** *** **** **** **** *** has horrible attention to details.

  Silk & Snow Inc

  Date: 06/10/2023

  Dear ******,
  Thank you for sharing your review.
  We want to express our apologies for the frustration and inconvenience you had faced with the shipment of your order. I understand your concerns and we apologize for the impact this situation has had on you.
  I'm pleased to see that the issue has been addressed and you have been provided with a resolution. As mentioned previously, typically once an order is placed changes can not be guaranteed and we are sorry this was not explained more clear. It appears in the process of trying to assist with the colour change some confusion occurred with the order and caused further problems.
  We genuinely value your business and we are happy that the issue has now been resolved. We would be glad to assist you again in the future should need be!
  Kind regards,

• Review fromSana G

  Date: 05/07/2023

  1 star
  **** ******* ** *******. I bought the crisp and cool bedsheets and they are the worst quality, scratchy, hot bed sheets I've ever bought. The duvet cover was the same. They would be comparable to **** ***** $40-50 bed sheet set. The only thing nice about them is the color. However, what's even worse is that when I tried to find the return policy online, I couldn't. That's because you have to email them about a return, and then they STILL wouldn't tell me how to return the product, instead they asked me to tell them why I wanted to return them. Finally, after pleading with them to tell me how to initiate a return, it turns out you have to take a picture of both sides of all the products and send it to them first, and then they determine if they're refundable. This is the most inconvenient, non customer friendly policy, *** * **** **** ***** **** ******* **** ***** ** ** ********* ** * ****** ** *** **** **** ******** **** ******** ******** **** ***** *** ***** ***** ** ******** **** ***** * ******** **** **** 

  Silk & Snow Inc

  Date: 04/10/2023

  Hello ****,
  I'm truly sorry to hear about your disappointing experience with our Percale bedding. Your feedback is important to us, and I'd like to clarify our return policy for you.
  In our terms and conditions that are agreed to upon checkout, we do require customers to provide a reason for the return, along with photos of the product in order to initiate the return process. The photo requirement is not meant to inconvenience you but rather to protect your interests. By receiving photos of the product, we can assess its condition when it left your possession, helping us expedite the return process and ensure that you receive your full refund. This would work similarly for other retailers and brick-and-mortar stores that inspect returns as they are brought in the store.
  Furthermore, our return period is 100 nights, this is for you to be able to properly test and assess the bedding. It is very common for Percale in particular to be rough or stiff at first, this is due to the 100% cotton and natural dyes used in the craftsmanship, they will soften after a few washes and some use and this is intentional because we do not use any chemical softeners in our bedding. If the bedding does not suit your needs after a few washes and some use, they can be returned for a full refund within the 100 night policy.
  We genuinely value customer feedback, as it helps us continually improve our products and services.
  Thank you for your feedback, and we hope to have the opportunity to provide you with a better experience in the future.
  Kind regards,
  Lacey

• Review fromChris J

  Date: 13/02/2023

  1 star
  Poor quality products that fall apart quickly. Customer service will do nothing to compensate their customers for their shoddy products. **** ********* ** **** ******** **** ***************

  Silk & Snow Inc

  Date: 28/05/2023

  Hello *****,
  Thank you for taking the time to share your valuable feedback regarding your recent experience with our products and customer service. We deeply regret any disappointment you may have experienced due to the perceived quality of our products and the level of assistance provided by our customer service team.
  After thoroughly reviewing your case, we would like to kindly remind you that our terms and conditions specify a requirement for customers to report cosmetic concerns within a period of 7 days from the date of receiving the product. Unfortunately, as the concern presented fell within the cosmetic category and was not reported within the specified timeframe, it did not meet the criteria for qualifying as a performance concern covered by our warranty.
  However, it is important to note that muslin is a delicate and intricately woven material We strive to maintain high-quality standards in our manufacturing processes, ensuring that our products meet the expectations of our customers. Moreover, we provide a one-year warranty, allowing time to address any performance-related issues properly.
  Your feedback is incredibly valuable to us, and we genuinely appreciate your input. It is through feedback from customers like you that we can continuously evaluate and enhance our products and services. Rest assured that we will carefully consider your experience as we strive to improve our offerings in the future.
  We sincerely apologize for any inconvenience caused and want to assure you that we take customer satisfaction seriously. Should you encounter any performance-related issues within the one-year warranty period, we kindly request that you reach out to our dedicated customer service team.
  Thank you once again for bringing your concerns to our attention. We truly value your feedback and will use it as a driving force to deliver an even better experience for our valued customers.
  Warm regards,
  - Jeanne