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 fromMatthew G

  Date: 25/07/2025

  1 star
  I placed my order on July 9th and was told it would take 5-7 business days to ship the item. It is now July 25th and I have not received a single form of confirmation regarding my order’s processing and shipping out. Customer service has continued to give me the run around, blaming the delay on the headboard being out of stock, yet when I purchased the bed frame it said “in stock and ready to ship”. Even after telling support I wanted the bed frame to ship out asap, they still have not given me any form of expedition or confirmation. Excuse after excuse and delay after delay. Their phone line is “down due to maintenance” but has been like that for over two weeks now. ****** ********* ******* ********* *** ******* ******** *** ** *** low quality customer support and extremely delayed processing speed.

• Review fromSharon J

  Date: 26/06/2025

  1 star
  ** * ***** ***** **** ***** * ****** To summarize, my order was not yet shipped and I emailed asking to cancel my order and got one excuse after another for 2 weeks. Then I was told my order was shipped. I again said no. I asked you to return it and I requested a refund 2 weeks ago. I never received my order. It eventually got returned by ***. So now for over a week, I am waiting for a full refund to my credit card. Again getting the run around. * **** *** *** ***** ************* ** ** ***** horrible customer service. It’s ******** actually because I really liked their product. ** *** ***** **** **** ******** 

  Silk & Snow Inc

  Date: 04/07/2025

  Hello ******,
  We are very sorry to hear about your experience and truly regret the frustration it caused. We understand how disappointing it can be when things don’t go as expected.
  To clarify, your order was placed through our website, which uses standard courier services (in this case, ***) which is why we were unable to schedule your delivery as requested, at that time your order had been placed and a cancellation was requested. As outlined in our terms and conditions, we are only able to cancel orders within 3 hours of placement. Unfortunately, by the time you had requested to cancel, the order had already begun processing for shipment and could not be stopped.
  Although it was outside our policy, we still tried our best to help, coordinating with *** to return the order to us before it reached you. Once the package was confirmed as returned, we promptly processed your refund.
  We appreciate your interest in our product, and we are genuinely sorry that the experience did not meet your expectations. If you have specific delivery or service needs in the future, we always recommend reaching out before placing an order so we can confirm what is possible.
  Thank you again for your feedback.
  Sincerely,
  *****

• 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 fromMelinda B

  Date: 25/01/2025

  2 stars
  Ordered a bedroom set (minus the mattress) around Thanksgiving 2024. Received 3 dressers at the end of December, one of them badly damaged. Filled out warranty form, have talked to customer service approx 16 times, no kidding, trying to find out where our replacement dresser is. Also, waiting on 2 night stands. It is now heading toward the end of January and still no tracking number provided or any other response about where our furniture is. We have heard all the I'm sorries and "we will send you a tracking number" many times, to no avail. Silk & Snow has our $6,000+ US dollars since November, yet we still don't have answers. Terrible, terrible customer service. We have been unbeleivably patient but our patience has run out. Our next move, we will be contacting the CEO and/or VP of Silk & Snow also doing business as ***** ******* ******. ***** *** ******* ** ********** ****** ***

  Silk & Snow Inc

  Date: 02/04/2025

  Hello *******,
  We sincerely apologize for the frustration and delays you experienced with your order. We completely understand how upsetting it must have been to wait so long for your furniture, especially after reaching out multiple times for updates. This is absolutely not the level of service we strive to provide, and we truly appreciate your patience throughout this process.
  The delays were due to unexpected backorders, which unfortunately caused setbacks in getting your replacement dresser and nightstands to you sooner. However, we are glad to see that everything has now been resolved. Please know that we have taken a closer look at this situation to improve our processes and prevent similar issues in the future.
  If there is anything else we can do for you, please don’t hesitate to reach out at *****@***********.com. We truly value your support and appreciate the opportunity to make this right.

• Review fromMichael P

  Date: 16/01/2025

  1 star
  I've ordered a whole bed room set from silk and snow and every single time I've had to contact someone because it's either completely wrong or broken.
  First is my mattress. Got sent the wrong mattress and when I got the right mattress. It had 3 stains on it.
  Nightstands I got as a gift. There's a loose drawer and it doesn't stay shut. And it comes pre assembled, all I do is put the legs on.
  Now the bedframe. One box of 3 wasn't delivered. It said all delivered but 1 was missing. I got the box now but now the screws and tool are missing.
  This company needs to be audited for issues with quality. I'm spending so much money because I like how it looks and figured " it can't happen again" but it's happened every single time.
  **** *****

  Silk & Snow Inc

  Date: 02/04/2025

  Dear *******,
  We are truly sorry for the frustrating experience you have had with your order. We understand how disappointing it must have been to deal with multiple issues, especially when investing in pieces for your home. Please know that this is not the experience we want for our customers, and we genuinely appreciate your patience while we worked to make things right.
  We have reviewed this case in depth to understand where we went wrong and to ensure we take the necessary steps to prevent this from happening again in the future. We are relieved to see that everything has now been resolved, but if there’s anything else we can do to support you, please don’t hesitate to reach out to the team at *****@***********.com. Your satisfaction means everything to us.
  Sincerely,
  *****

• Review fromJohn G

  Date: 15/01/2025

  4 stars
  We purchased a King Size custom mattress from Silk & Snow a few days ago, and after a few minor snags at the beginning, their resourceful sales team were able to satisfy all my concerns.
  Everyone I talked to were accommodating, very pleasant and a pleasure to do business with.

  Silk & Snow Inc

  Date: 17/01/2025

  Hello ****,
  Thank you very much for sharing your positive review! We are sorry to hear there were a couple of hiccups at the beginning, however, we are happy that our team was able to help out and leave you with an overall positive outcome!
  We wish you all the best.
  Sincerely,
  Lacey

• Review fromShelley S

  Date: 02/12/2024

  1 star
  Customer service is horrible. I wanted to make a return and it took approximately 10 emails. They made me send photos and I had to PUSH to get a return label after PUSHING to get an approval on my return. I sent merchandise back and after 2+months, have yet to see the credit hit. I like their mattress pad, but customer service is equal to quality of goods for me.

  Silk & Snow Inc

  Date: 13/12/2024

  Hello *******,
  We are sorry to hear about your experience with our return process. We understand that it was frustrating and we would like to clarify to provide more context.
  To ensure items are eligible for return, we do request photos of the product. This step helps us confirm the item is in returnable condition and avoid potential delays. In this case, we didn’t receive the requested photos, which may have contributed to the extended timeline for approval.
  Once your return was processed and received at our facility, the refund was issued within a few business days, as per our standard policy.
  We sincerely apologize for any inconvenience caused and appreciate your feedback, as it helps us refine our processes. If you have further concerns or need assistance, please reach out to us directly at *****@***********.com.
  Thank you for sharing your thoughts, and we hope to provide a smoother experience in the future.
  Sincerely,
  Lacey

• Review fromMonika Q

  Date: 16/11/2024

  1 star
  I ordered and paid for a mattress October 23rd. It did not arrive on the scheduled date nor did it arrive on all the following scheduled dates. Silk and Snow couldn’t tell me where the mattress is or if and when it would arrive. I cancelled the order in early November. It has been two weeks and I have not been refunded. Extremely unreliable company.

  Silk & Snow Inc

  Date: 09/12/2024

  Hello ******,
  Thank you for taking the time to share your feedback. We deeply apologize for the confusion and frustration surrounding your order and the subsequent delay in receiving your refund.
  To clarify, our shipping timelines typically include 2-4 business days for processing and 1-3 business days for delivery within Ontario. We understand there was some confusion about this, and we will work to ensure our communication is clearer moving forward.
  We can confirm that your order was canceled, and the refund has been processed. We value your feedback as it helps us improve both our service and communication. Please let us know if there is anything we can do to restore your trust in us.
  Sincerely,
  Lacey

• Review fromConnie H

  Date: 11/09/2024

  1 star
  I ordered the wrong size duvet and shams.....still in packaging and still in original box....I must be on my 10th email with them trying to get a return label so I can ship it back to them. The return process is so tedious *** **** **** ******* ****** ** ******* ** ** **** ******* ******** ************ I just want to return my items for a refund and it's not happening. **** *** **** **** **** ************

  Silk & Snow Inc

  Date: 13/12/2024

  Hello ******,
  We are sorry to hear about your frustrations with the return process. Our goal is to make returning items as smooth as possible, and we regret that this hasn’t been your experience.
  We request photos of items to confirm their condition for a return, which is a necessary step to ensure the process runs smoothly. We understand that multiple emails can feel tedious, and we will take your feedback into consideration to make it more user friendly.
  Once items are confirmed as returnable and the return label is issued, refunds are processed promptly upon receiving the returned goods at our facility.
  We appreciate your feedback and are always working to improve. If there’s anything we can do to assist further, don’t hesitate to reach out to us at *****@***********.com.
  Thank you for bringing this to our attention.
  Sincerely,
  Lacey

• Review fromKevin T

  Date: 10/09/2024

  2 stars
  *** * ******* ***** **** ********* ****** ** ***** **** ** ******* **** ********* **** *** **** ********** ****** We ordered a mattress and bed and were given an arrival date of August 21 and a tracking number. The tracking number did not work, the 21st (a Wednesday) came and went. I called Saturday about the delivery date and tracking number and was told they would reach out to the company. Given I would need to be home for the delivery, I needed to coordinate my schedule and asked that they provide me an updated date and a working tracking number.
  I called back late Monday after not hearing anything. Their response was that the delivery company was not responding to them. I would expect a company whose existence relies on shipping would be able to track its shipments.
  This started a week-long process where both myself and my partner got the run around from Silk and Snow. Daily calls to get them to re-ship our order seeing as they couldn't locate the initial one. All I asked for was an email, telling me when I could expect my order and that they have re-shipped, or have tracked down the initial order. After a week of this BS, we called them to cancel the order and all of a sudden they had another order magically on its way, with a delivery date and working tracking number. The delivery was now supposed to be on a Wednesday, a full two weeks after the initial delivery date. I get a call from the driver and all he has is one box (the promotional free pillows and duvet). I ask where the other boxes are and he tells me this is the only one.
  Call again. They tell me it's going to be there on Friday - another day I need to make sure I'm home, despite the entire order stating delivery would be on Wednesday. It did finally show.
  I give this company two stars and not one on account of the frame appearing to be good quality and solid, and the mattress being good so far. But I would not recommend purchasing from this ********* ** * company.

  Silk & Snow Inc

  Date: 13/12/2024

  Hello *****,
  We sincerely apologize for the challenges and frustrations you experienced with the delivery of your order. This situation does not reflect the level of service we aim to provide, and we understand how important clear communication and timely delivery are, especially for large items like a mattress and bed frame.
  Our team relies on third-party carriers for deliveries, and while we strive to provide accurate tracking information and updates, there are times when delays or miscommunications with the shipping partner can occur. We take full responsibility for the inconvenience caused by this and for not meeting your expectations in resolving the issue promptly.
  We are glad to hear that you are satisfied with the quality of the mattress and bed frame, but we deeply regret the stress caused by the delivery process. Your feedback is extremely valuable, and we will work to improve our coordination with delivery partners to prevent similar issues in the future.
  If there is anything else we can do to address your concerns or improve your experience, please don’t hesitate to reach out to us directly at *****@***********.com. Thank you for sharing your honest feedback, and we are committed to doing better.
  Sincerely,
  Lacey