Reviews 3.2
15,538 total
Gordana Krkljic
1 reviews CH
Messing up order and not resolving
Messing up order and not resolving Says on their site 2 days for processing, well its been 7 days processing and without any update from them on delivery. After they delivered they missed to deliver expensive item which is missing. I then sent several emails yesterday asking them where is my order and just automatic replies no assistance. Terrible customer service plus still i don't have my item that I paid and ordered. So disappointing.
Date of experience: May 02, 2024
Dear Customer, We sincerely apologize for the inconvenience and disappointment you have experienced with your order. We understand your frustration and we apologize for any delays or lack of communication regarding your order. We are sorry that due to the increasing number of orders and emails, it may take a few more days than usual to reply to your question and to process the orders, but we are working tirelessly to address your question and process your order. Please accept our sincerest apologies for the inconvenience caused. We regret to inform you that your order is currently delayed due to exceptionally high demand for the Silk-knitted Tee, so we shipped other items to you first. One of our customer service staff has replied your message to confirm the details, and we will do our utmost to help you solve the problem. Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
Joanna Toti
1 reviews CA
Disappointed 100%
I bought this dress liking the fresh look. I am a size 2 sometimes 0. This is awful. first it took me about 5 min to figure out how to put it on. The zipper is on the wrong side for women. Second the neckline just doesn't work. It is choking in the front and then drops like a tent. Not worth the money at all.
Date of experience: May 09, 2024
Chloe Chaos
1 reviews GB
Says on their site 2 days for…
Says on their site 2 days for processing, well its been 7 days processing and without any update from them on delivery. I then sent an email yesterday to cancel and this is the email I have received today:- Thank you for your email. Due to the increasing number of orders and emails, it may take a few more days than usual to reply to your question and to process the orders, but we are working tirelessly to address your question and process your order. I don't trust companies that can't reply to their emails within a reasonable time frame or update their customers when orders will be delayed. It seems to me they are not every well organised.
Date of experience: May 03, 2024
Dear Customer, We sincerely apologize for the inconvenience and disappointment you have experienced with your order. We understand your frustration and we apologize for any delays or lack of communication regarding your order. Due to the exceptionally high demand for our products, we are currently experiencing a delay in processing orders and responding to customer inquiries. We understand that this is not the level of service you expect from us and we are working tirelessly to address your concerns as quickly as possible. We have canceled your order as requested and issued a refund to your original payment account. Please allow a few business days for the refund to reflect in your account. Our customer service team has also responded to your message to confirm the details and assist you further. We are committed to resolving this issue and ensuring your satisfaction. Please accept our sincerest apologies for any inconvenience caused. We value your business and appreciate your patience during this time. If you have any further questions or concerns, please do not hesitate to reach out to us at [email protected]. We will make every effort to respond to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
Alice
1 reviews DE
Careful - returning items is difficult/ maybe impossible
This was my first time ordering with lilysilk. I checked on this website and here the reviews were good, so I decided to directly order four items. However, unfortunately they all did not fit. But sending them back proves difficult - so please be careful with that. There is no return label included,you have to write an email to the company and apply for the return label. It's been over 3 days - and nothing. I received an email that my mail - and follow up email - have been seen by a member of staff, but I did not get the return label sent to me. Since they replied really quickly we I had a regular question before ordering, I get the feeling there might something wrong here. I have no problem to paying a returning fee - but not answering, directly including a return label or using an automated application portal for returning items now seems quite fishy.
Date of experience: May 04, 2024
Dear Customer, Thank you for reaching out to us regarding the return process. We apologize for any disappointment or inconvenience caused. Due to the exceptionally high demand for our products, we are currently experiencing a delay in processing orders and responding to customer inquiries. We understand that this is not the level of service you expect from us and we are working tirelessly to address your concerns as quickly as possible. We offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. We want to emphasize that our goal is to provide a positive customer experience. One of our customer service staff will contact you to confirm the details, and we will do our utmost to help you solve the problem. If there is anything else we can assist you with or if you require any further information, please do not hesitate to contact us at [email protected]. We value your feedback and appreciate your patience and understanding. Best regards, LILYSILK Customer Service
Nandana
1 reviews GB
Great product, poor service
I like the Lily Silk brand so I have made a number of orders. I ordered their lovely silk pillowcases twice, in two separate orders. In one order, I only ordered one multicolored pillowcase and that arrived OK. In another, I ordered two pink silk pillowcases, but only one arrived (although I was charged for both). Since then I have emailed, called, and had various conversations as well as text and email exchanges about the missing pillowcase. No one has reached out to me although it has been over a month. Once I submitted my review on trust pilot, I got back a response saying – but you only ordered one pillowcase! Which is simply not correct. Surely the team could review all my orders which it clearly did not. As an admirer and frequent shopper of Lily Silk products, I’m disappointed by its service.
Date of experience: April 10, 2024
Dear Customer, We do apologize for this and any misunderstanding. We checked your order and found that you indeed only purchased one pillowcase, not two. Pillowcases are sold individually, not as a pair. Our customer service has responded to your email and explained it to you in detail. If you don't receive it, we suggest you check your spam mailbox. Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
Rosemary Garnett
1 reviews AU
Sizing details requested
I have requested some details on the sizing of a merino jumper on sale as the website states not returns or exchanges are available on these sale items. I received an email asking for more details which I sent and have not heard back from them. I sent a follow up email, but again no reply. It would seem that by the time someone replies, the sale will be finished. I had heard this was a good company, but my experience has been disappointing.
Date of experience: April 29, 2024
Dear customer， Thank you for bringing this matter to our attention. We sincerely apologize for the delay in responding to your sizing inquiry and for any frustration caused by the lack of communication. We value your feedback and take customer satisfaction seriously. To assist you with the sizing details of the merino jumper, one of our customer service representatives reaches out to you directly. and we will discuss the issue in more detail and explore possible solutions. Once again, we apologize for any inconvenience caused and for not meeting your expectations. We appreciate your patience and understanding, and we are committed to resolving this matter for you promptly. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Service
Juliana Chavarriaga
1 reviews US
Terrible the worse costumer service…
Terrible the worse costumer service ever. I received an incomplete order no body responded to my emails
Date of experience: April 16, 2024
Dear customer We deeply apologize for any inconvenience caused lack of response to your emails. We acknowledge that we have received your email. However, due to the high volume of orders and emails we are currently receiving, it may take us a little longer than usual to respond to your inquiry and process your order. We tracked your last order(Vivi Knit Dress and Round Neck Diamond Pattern Cashmere Sweater), the package was sent out on May 4, and the estimated arrival date is around May 8. One of our customer service staff will contact you to confirm the details, and we will do our utmost to help you solve the problem. If there is anything else we can assist you with or if you require any further information, please do not hesitate to contact us at [email protected]. We value your feedback and appreciate your patience and understanding. Best regards, LILYSILK Customer Service
Manfred Gerhards
1 reviews DE
On day one my credit card got charged
On day one my credit card got charged. Order was partially shipped. First delivery after 3 weeks to Germany! 2nd shipment is after 3 weeks not even at DHL. Horrible conditions! The pants are stunning, but be aware that they are extremly high rise. I am 1.68 m and I have to roll over the elastic waist band otherwise they go up to my bra.
Date of experience: May 03, 2024
Dear Customer, Thank you for your feedback regarding your recent order. We sincerely apologize for any inconvenience you have experienced with the shipping and delivery process. Normally, products without monograms need 1 or 2 business days for preparation. You may get your parcel in about 8-15 business days after sending it out if you are in Germany. Regarding the pants, we appreciate your feedback. We apologize if the rise of the pants did not meet your expectations. We understand that proper fit and comfort are important factors when choosing a product. Our customer satisfaction is of utmost importance to us, we offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem. Once again, we apologize for any inconvenience caused and appreciate your honest feedback. We are committed to improving our products and services based on customer input. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
Marciele Festa
1 reviews GB
The process to return the items does…
The process to return the items does not work, it is pending approval and has no estimated time to be completed. I sent an email with all the information on why I want to return the items (very small size) with the RMA number and they did not return the email and not approve the return,
Date of experience: May 01, 2024
Dear valued customer, We sincerely apologize for the difficulties you have encountered while attempting to return your items. We understand the frustration this may have caused you, and we apologize for any inconvenience. We acknowledge that we have received your email. However, due to the high volume of orders and emails we are currently receiving, it may take us a little longer than usual to respond to your inquiry and process your order. Rest assured, our customer service team will prioritize your case and work diligently to approve your return as soon as possible. We apologize for any inconvenience caused and appreciate your patience during this process. Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
Bettina
1 reviews NL
Disappointed. Their website is not working properly
Their website is not working properly. They don’t apply the discounts they promise. And placing an order takes forever and each time you try the price goes higher. Personally, I am very disappointed.
Date of experience: April 27, 2024
Dear customer, Thank you for bringing these issues to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with our website, discount application, and order placement process. We understand how important it is for our customers to have a smooth and hassle-free experience. We are taking your feedback seriously and will address each of these concerns promptly. Our team is actively working to resolve any technical issues with our website to ensure it functions properly. Regarding the promised discounts, we apologize for any confusion or miscommunication. We will investigate the matter to ensure that the discounts are applied correctly as advertised. We apologize for the delays you have encountered when placing an order, as well as the fluctuating prices. This is not the level of service we strive to provide, and we are committed to improving our processes to ensure a more efficient and consistent experience for our customers. We tried to locate your order but unfortunately couldn't find it because of the limited information you left. Could you please provide us with the order number or the email you used to place the order so we can look into this issue? Our team will carefully look into the matter and determine the best action to resolve the situation. We value your business and appreciate your patience. Please feel free to reach out to our customer support team through [email protected], and we will do our best to assist you and resolve these issues promptly. Best regards, LILYSILK Customer Service
Erika Lamb
1 reviews US
The quality of the silk bedding has…
The quality of the silk bedding has declined the past year. I was very excited for the new line of organic silk linens. During a recent bedding promotion, I purchased a new navy blue fitted sheet, duvet and pillowcases. The pillow cases ripped at the seems within a month and the duvet was not the same quality silk as a smaller duvet, also 25 momme silk that I ordered before. It now feels like a warm chemise silk instead of the heavy and cool silk of years past.
Date of experience: April 10, 2024
Dear Customer, Thank you for bringing the issue to our attention. We apologize for any dissatisfaction you may have experienced with the quality of our silk products. At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. Most of our products are made of grade 6A mulberry silk, and most of them have OEKO certification. We are sorry to hear that the quality of the silk has not met your expectations. Your feedback is valuable to us, and we take it seriously. We offer a 30-day easy return or exchange service for customers who are not completely satisfied with our products. Once again, we apologize for any inconvenience caused and appreciate your feedback. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
DR REM DR CONSTANCE REM
1 reviews HK
VERY LOW QUALITY AT ALL
VERY LOW QUALITY AT ALL, MADE IN CHINA, IT DIDNT EVEN WORTH IN SELLING MUCH HIGHER PRICES PL.SSSSSSS.
Date of experience: April 14, 2024
Dear Customer, Thank you for sharing your experience with us. Regarding the quality of our garments, we understand your reservations about the "made in China" label. We strive to source our materials responsibly and ensure that our products meet the highest standards. At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. Most of our products are made of grade 6A mulberry silk. We offer a 30-day easy return or exchange service for customers who are not completely satisfied with our products. Once again, we apologize for any inconvenience caused and appreciate your honest feedback. We are committed to improving our products and services based on customer input. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
David Vanderveen
1 reviews AU
Defective order system
I placed an Order #6000203150 but did not received an email confirming the order. I also received two net code numbers for this one order and I am very very worried and concerned about the security of your system
Date of experience: April 15, 2024
Dear Customer, Thank you for bringing the issue with the payment of your order to our attention. We apologize for the frustration and inconvenience you have experienced with your recent order. We checked and found that the payment of your two orders were both failed and we didn't receive the payment. If you have received the charge notification from your card issuer, could you please contact the credit bank to check it or provide us with a detailed screenshot of that transaction notification? One of our customer service staff have contacted you to confirm the details, and we will do our utmost to help you solve the problem. If you need additional assistance, please feel free to contact us at [email protected]. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Service
Liana Schiza
1 reviews GR
We're never ever getting back together
I just received my order...in a disgraceful and distasteful package, not at all like the one in the pictures. For luxurious yet overpriced products a better packaging is the least you can do for your customers. Shame lilysilk... shame!
Date of experience: April 11, 2024
Dear Customer, Thank you for bringing this matter to our attention, and we apologize for any disappointment caused by the condition of your recent purchase. We are sorry that the packaging issue disappointed you. We want to inspire people to live a better life and more sustainable lifestyle. Our care for one another and the planet is what drives us. We tried our best to minimize environmental damage, so we changed the packaging to recyclable paper bag packaging. And we attach great importance to the problem you pointed out and will improve it in the future.We also provide the gift wrapping option on the checkout page in case customers need it. We will continue to improve our packaging and satisfy every LILYSILK user as much as possible. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Service
TOglesby
1 reviews US
Custom ordered shirt fits tent.
Custom ordered shirt fits like a tent. I am a 36ddd and have 31 inch waist. Off the rack shirts never fit so I was excited to find this site. The shirt is big enough for bust, fits through shoulders. but under the arms and around waist are two times too big. Makes me look sloppy and fat. I would not recommend spending extra money to get custom fit. Looks worst than any off the rack shirt that I have ever purchased.
Date of experience: March 27, 2024
Dear Customer, Thank you for bringing this issue to our attention and expressing your disappointment with the custom-ordered shirt you received. We apologize for any inconvenience caused and understand the frustration you must feel. We appreciate your feedback regarding inaccurate underarm and waist customization. Your comments will be shared with our production team to ensure that we address and improve upon these aspects of our customization process. If you have any further questions or concerns, please feel free to contact our customer support team at [email protected], and we will be more than happy to assist you. Best regards, LILYSILK Customer Service
ALI HINTON
1 reviews AU
Terrible quality
Terrible quality $400 piece and its pilling after 1 wear
Date of experience: April 09, 2024
Dear customer， Thank you for taking the time to share your feedback with us. We appreciate your support and are glad to hear that you usually love our shirts. We apologize for the inconvenience caused by the pilling issue you experienced with the white and black tops you purchased in early December. At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how.Pilling on sweaters is a very common phenomenon, especially during use and washing. This is due to the fact that fibers produce fine spherical structures under friction and wear. This phenomenon does not mean there is a problem with product quality, but is a natural characteristic of fiber materials. To reduce pilling, you can pay attention to the following points: 1. Hand wash or use a laundry bag to protect the sweater; 2. Use mild detergent and follow washing instructions; 3. Avoid friction with sharp objects or rough surfaces; 4. Regularly use a garment depilator or gently trim the pilled areas. Sweater pilling, though a common occurrence, can still be frustrating. We understand your disappointment and appreciate you bringing this to our attention. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem. Once again, we apologize for any inconvenience caused and appreciate your honest feedback. We are committed to improving our products and services based on customer input. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
Kate Biljan
1 reviews US
Never received my items
My purchase never came because LilySilk changed the shipping address. Terrible customer service.
Date of experience: April 08, 2024
Dear customer, We apologize for the inconvenience and frustration you have experienced regarding your order with LilySilk. Your satisfaction is of utmost importance to us. Please be assured that we take customer service very seriously, and we are committed to resolving this issue promptly and to your satisfaction. We would like to investigate this matter further and provide you with a solution as soon as possible. One of our customer service representatives reaches out to you directly. and we will discuss the issue in more detail and explore possible solutions. Thank you for your understanding and patience. We value your business and are committed to providing you with the best customer service experience. If you need any more help, please feel free to contact us at [email protected]. We will get back to you within 24 hours on our business days. We put customer experience first and will continue to make improvements. Best regards, LILYSILK Customer Service
Jennifer Timpe
1 reviews US
never even shipped
I paid an exorbitant amount of money on a pillowcase and you haven’t even shipped it yet, and now you want ti know how you did? How about send me the product?
Date of experience: March 19, 2024
Dear customer, Thank you for bringing this issue to our attention and sharing your feedback with us. I understand your frustration and I want to assure you that we take this matter seriously. After contacting the shipping company, we learned that your package was lost in transit. Upon learning about the issue, we immediately took action to rectify the situation. We have arranged for a replacement package to be sent to you . Our customer service representative has already reached out to you to provide further assistance and address any concerns you may have. We strive to provide excellent service to our customers, and in this case, we unfortunately fell short of your expectations. We deeply apologize for any inconvenience caused. Once again, we apologize for any inconvenience caused, if you have any problems, don't hesitate to contact us at [email protected], and we will reply to you within 24 hours on business days. Best regards, LILYSILK Customer Service
nicholas rossi
1 reviews US
tried to return
tried to return, didn't work
Date of experience: April 11, 2024
Dear valued customer, We apologize for the difficulties you encountered while trying to return your item. We understand the importance of a smooth and hassle-free return process, and we apologize for any inconvenience this may have caused you. To better assist you, could you please contact our customer service to provide us with more details about the issues you faced during the return process? This will help us identify the problem and find a suitable solution for you. Additionally, please provide us with your order number or any other relevant information related to your return. This will allow us to locate your order and assist you more effectively. Rest assured, we are committed to resolving this matter and ensuring your satisfaction. We will review your case and work with our return department to find a solution that meets your expectations. Please reply to this message or contact our customer service team directly with the requested information. We are here to assist you and ensure a smooth return process. Best regards, LILYSILK Customer Support
Zoe H
1 reviews US
Customer service is not convenient
Customer service is not convenient
Date of experience: March 20, 2024
Dear customer， We apologize for any inconvenience or frustration. We are sorry that due to the high demand, the preparation of your package may take a little time. Therefore, there will be some delay in the delivery of the package. We have canceled the order as you requested. We apologize for any disappointment or inconvenience this may have caused you. We assure you that we are committed to resolving this matter and ensuring your satisfaction. If you have any further questions or concerns, please feel free to contact our customer service team. We are here to assist you and provide any necessary updates regarding your package. Once again, we apologize for any inconvenience caused and appreciate your honest feedback. Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Support
Contact
About
