Reviews 3.2
15,538 total
Heidi Nygjelten
1 reviews NO
Waited weeks on my items (3 blouses) only to find out my items had been returned
I waited an agonizing 5 weeks for my order of three blouses to arrive, only to be met with a series of disappointments. First, the customer service was virtually non-existent; it took me several follow-ups to finally get a response after a week. When they did reply, I discovered that the reason for the delay was a failure on their part to provide my contact information to the delivery company. Because of this oversight, my items were returned, leaving me empty-handed. To make matters worse, my attempts to reach out to their customer service by phone have been futile. Given this experience, I am skeptical about receiving a refund. I strongly advise reconsidering if you're thinking about making a purchase from this company. Their operational inefficiency has been a major inconvenience, casting doubt on their reliability.
Date of experience: October 11, 2023
Dear customer, Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and disappointment you have faced with our customer service and the delivery of your order. We understand your frustration and we take this matter very seriously. We deeply regret the delay in our response to your inquiries and the failure to provide your contact information to the delivery company, resulting in the return of your items. This is not the level of service we strive to provide, and we are actively working to address the issues you have raised. We apologize for the difficulties you encountered in reaching our customer service by phone. We are currently experiencing high call volumes, but we are working diligently to improve our response times and ensure better communication channels for our customers. Regarding your refund, we assure you that we will investigate the matter thoroughly and process it as soon as possible. Once again, we apologize for the inconvenience and frustration caused. We value your feedback and will use it to improve our operations and better serve our customers in the future. If there is anything else we can do to assist you, please let us know. Thank you for bringing these issues to our attention. Sincerely, LILYSILK Customer Service
Densüis Nickel
1 reviews DE
Oil?
It smells pretty hefty like oil, but it also feels very oily 👍
Date of experience: October 08, 2023
Dear Customer, Thank you for taking the time to provide feedback to us. We appreciate your honest opinion and apologize for any inconvenience caused The oily feeling experienced when touching silk products can be attributed to the natural properties of silk. Silk is known for its smooth, soft texture and natural luster. The fibers of silk contain a substance called sericin, which is a natural protein produced by silkworms. Sericin is responsible for giving silk its unique properties but can also leave a slight oily residue on the fabric. Additionally, silk is known to be highly absorbent, which means it can easily absorb oils and moisture from the skin or surrounding environment. This can contribute to the sensation of oiliness when touching silk products. We have tried to locate your order but are unable to find it due to the limited info you left. 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. We appreciate your understanding 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 Service
Angelina
1 reviews US
size guide is incorrect, items to big and still no refund
this was my first time to order items from this store, I used their size guide for my purchase so I ordered size 10 since my bust is 95-98 cm as it mentioned on their size guide, however item which I received is like 2 sizes bigger so it looks like fancy bag on me. I immediately requested return and shipped it back with the label I received from them and I see in USPS that my package was delivered more that 2.5 weeks ago but no refund I got. looks like this company is a scam
Date of experience: September 06, 2023
Dear Customer, Thank you for bringing this matter to our attention. We apologize for the inappropriate size and the delay in processing your refund and exchange. We understand your frustration and we sincerely apologize for any inconvenience caused. We apologize for the size discrepancy you encountered with your recent purchase. We strive to provide accurate sizing information, but we understand that each body type is unique, and we may not always get it right. We highly recommend our customers to contact our CS whenever there is any uncertainty about selecting the right size before placing an order. Regarding the refund, we apologize for any delay in processing it. Once we receive the returned item, our team usually inspects it to ensure its condition before processing the refund. However, we understand that the process has taken longer than expected in this case. We have issued a refund to your original payment account with which you paid us. We invite you to verify your account. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to let us know. We value your satisfaction and will do our best to rectify the situation. 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
Terri Flynn
1 reviews US
I am returning the silk trenchcoat…
I am returning the silk trenchcoat because I live in the Pacific Northwest and I had no idea the fabric was so thin. There is no way it can keep me warm or dry up here. However, I have yet to have my return approved. Now they’re asking me to review the product and I’m still waiting for them to get back to me on returning the coat. Update: my return was approved but I had to pay for shipping. Then they needed my tracking number or they wouldn’t know that it arrived the wear house. Then they said shipping was providerd, but I didn’t see any return shipping information. All in all, a very complicated process. I probably wouldn’t order from this site again.
Date of experience: September 13, 2023
Dear Customer, Thank you for sharing your feedback with us. We sincerely apologize for any misunderstanding that may have occurred. After reviewing your order, we noticed that you have not applied for an RMA yet. However, we assure you that our dedicated customer service team will reach out to you shortly to assist you in initiating the return process. Our team is committed to resolving any issues you may have and ensuring your utmost satisfaction. We understand the importance of your concerns and will be with you every step of the way to ensure a smooth resolution. Once again, we apologize for any inconvenience caused and appreciate your patience in this matter. Best regards, LILYSILK Customer Service
John
1 reviews FR
I had a shirt and a robe from Lily silk…
I had a shirt and a robe from Lily silk and the quality was amazing, now i wanted to order another set and i noticed that on both items 3XL is gone! Why ? I am a big guy i can’t fit into 2XL! Kindly Lily silk bring back the 3XL’s We love your brand!
Date of experience: October 01, 2023
Dear customer, Thank you for your kind words and for being a fan of Lily Silk! We appreciate your feedback regarding the availability of 3XL sizes. We apologize for any inconvenience caused by the current unavailability of this size. At Lily Silk, we strive to provide a wide range of sizes to accommodate our diverse customer base. We understand the importance of offering sizes that cater to all body types. We will definitely take your request into consideration and work towards bringing back the 3XL sizes for the items you mentioned. Additionally, we would like to inform you that most of our products offer customized services. This means that you can provide us with your specific measurements, and we can create a tailor-made item for you. This option might be worth considering if you require a size that is currently unavailable. Thank you for your support and loyalty to our brand. We value your feedback and will do our best to meet the needs of all our customers. If you have any further questions or requests, please feel free to let us know. Best regards, LILYSILK Customer Support
Jane Bungum
1 reviews US
Profoundly Disappointing Customer Service
On 9/6 I submitted a request for resolution for order #1000618840. I provided images of TWO pillowcases where the zippers separated from the fabric rendering the pillowcases useless. I had TEN exchanges from the customer service rep (CSR). One exchange regarded the CSR informing me that the item was not available anymore. This clearly wasn't the case and I had to send a screenshot of the item to "prove" it to the CSR. After going back-and-forth, I agreed to a 20 percent discount and free shipping. the CSR placed the order INCORRECTLY. I received ONE pillowcase in the incorrect size. Might you consider a better customer experience: Trust Your Customer. It is a hassle in the best circumstances to have to file a request for replacement. These pillowcases were a GIFT! Even with an image, I was given "information" about washing the pillowcases correctly (which, by the way, had been done). The issue was that the zippers were sewn way too close to the edge of the fabric; the fabric frayed and the zippers came loose. Resolve The Issue Quickly. It took FOUR days of back-and-forth. If, at any time, I would have given up in frustration, I wouldn't have gotten any resolution. Fulfill Your Commitment. I was given a discount on ONE pillowcase, when TWO were defective. I was sent the wrong size. How a company handles errors can either build or destroy customer relationships. Handling an error or misunderstanding is actually an opportunity to secure a strong and enduring relationships. I have enjoyed Lilysilk products -- to the point that I've given them as gifts. At this point, I will seek out other vendors to use.
Date of experience: September 06, 2023
Dear customer, Thank you for bringing this issue to our attention and expressing your concerns regarding your recent experience with our customer service. We sincerely apologize for the inconvenience and frustration caused by the multiple issues you encountered during the process of resolving your order. We understand that the quality of our products and the smoothness of the resolution process are crucial aspects of a positive customer experience, and we deeply regret that we have fallen short of your expectations in this case. However, there may be some misunderstanding here. We found that we did send you the correct queen size, if you need another size, one of our customer service representative will contact you later to help you exchange it. We truly value your business and the trust you have placed in us. We want to make things right and regain your confidence in our brand. Our customer service team will reach out to you shortly to discuss the appropriate resolution and ensure that you are fully satisfied with the outcome. Once again, we apologize for the inconvenience caused and appreciate your patience and understanding. We hope to have the opportunity to restore your faith in our products and services. Best regards, LILYSILK Customer Support
Pam H
1 reviews US
Poor quality
Poor quality
Date of experience: September 09, 2023
Dear Customer, We apologize for any disappointment you may have experienced with our product. Your feedback is important to us, and we appreciate you bringing this to our attention. At LILYSILK, we are committed to providing high-quality silk products, and we strive to ensure customer satisfaction. We understand that personal preferences may vary, and we apologize if our product did not meet your expectations. Most of our products are made of grade 6A mulberry silk and most of them have OEKO certification and are safe and healthy for your skin. And please rest assured the bedding set you received is made of 100% pure long stranded Mulberry silk. Please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK. We have various discounts, and you can use the discount to place an order if you are interested in it. 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 Support
Barbora H
1 reviews CZ
It’s a scam
It’s a scam. For a very high price you will get quality close to SHEIN. I wrote them an email and wanted to send it back but of course nobody ever replied. (Order no. 1001405539)
Date of experience: September 05, 2023
Dear customer, We apologize for any inconvenience and frustration you have experienced with our products and service. At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. We appreciate your feedback about price and will take it into consideration as we continue to improve our products. We have various discounts, and you can use the discount to place an order if you are interested in it. We strives to respond promptly to all inquiries, and we apologize if your email was missed or if there was a miscommunication. please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK. 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. Please always feel free to email us at [email protected] with any issues. Once again, we apologize for any inconvenience caused. We appreciate your feedback and will use it to improve our products and services. If you have any further concerns or questions, please do not hesitate to reach out to us. Best regards, LILYSILK Customer Support
Geo
1 reviews RO
The clothing came wrinkled as if it was…
The clothing came wrinkled as if it was used by someone before. The material seems rather cheap and the massive packaging is not a sign of care but a waste of paper for wrinkled clothing? Quite disappointing.
Date of experience: September 04, 2023
Dear Customer, Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience you experienced with your recent clothing purchase. We value your input, and we're committed to ensuring that our customers receive products of the highest quality. At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. We offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. Regarding the excessive packaging, we appreciate your concern for environmental sustainability. We are continuously working on improving our packaging practices to reduce waste and environmental impact while ensuring the safe delivery of our products. Your feedback will help us further refine our approach. 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
B. Blair
1 reviews GB
Boot sizing way off and will not accept return!
I have bought clothes from Lilysilk in the past and have been very happy with the quality and sizing. But this time I ordered a pair of boots which were in the sale in my size 6.5UK However, when I took them out of the box I could see immediately that they were very narrow, more like the width of a size 4.5 - 5. The length was correct but the width was so narrow I couldn't get my foot inside even though I have very narrow feet. I checked the size on the boot in case I had been sent the wrong size but it said 8.5US equivalent to a size 6.5UK. I have never come across shoe sizing that is so way off before. It says on their website that they will not accept returns on this particular item but how can this be when it is clearly unfit for purpose because the sizing is so wrong? So I'm stuck now with a pair of boots I can't wear and out of pocket by almost £60. It's a shame as it is lovely looking boot.
Date of experience: September 25, 2023
Dear customer We want to thank you for taking the time to leave a review. There may be some misunderstanding, We strive to provide the best possible customer experience, please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK. Regarding to the size, We apologize for the sizing issue as well. We strive to provide accurate sizing information for our products and we understand that it can be frustrating when the size does not match expectations. We will take your feedback into account and work towards providing more accurate sizing information on our website. 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
Lea
1 reviews CH
The quality is not great
Bad quality Ordered two pyjamas, the viola and the osmanthus, both in the color ivory. I love silk pyjamas and have owned several. The quality was very disappointig. There are some parts where the fabric is doubled: the shoulders, buttonline, pockets. These parts stand off in great contrast to the very thin main fabric, which looks simply bad and cheap. This is the case in daylight as well as in dimly lit rooms. The main fabric is so thin, I could see the offprint of my nipples with every tiniest bump on them. I don't want to spend 200 dollars on a pyjama where I feel like I should be wearing something underneath. This was the case with both pyjamas. For this price i expected a thick, longlasting silk satin. But instead it is very thin and crinkles immediately. I wouldn't recommend it.
Date of experience: September 13, 2023
Dear Customer， We are sorry that the our product did not meet your expectations. At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. We appreciate your feedback and will take it into consideration as we continue to improve our products. There is no compromise when it comes to the satisfaction of our clients. Please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK. We value you as our customer and want to ensure that you have a positive experience. Once again, we apologize for any inconvenience caused and appreciate your understanding. 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
IGM
1 reviews US
Not Flattering U Neck Silk Camisole
Flattering U Neck Silk Camisole Emerald Green 9618-51-M The camisole does not fit well. The small is too small and the medium is odd. It is missing a dart in the breast area, which gives it an odd fit.
Date of experience: July 30, 2023
Dear Customer， We are sorry that the size of our product did not meet your expectations. We highly recommend our customers to contact our customer service whenever there is any uncertainty about selecting the right size before placing an order. Thank you for your feedback about the size. We will continue to improve our sizes. We value your feedback, as it helps us improve our products and deliver a better customer experience. Please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK. If you need additional assistance, please feel free to contact us at [email protected]. We will reply to you within 24 hours on business days. Best regards, LILYSILK Customer Service
M Smith
1 reviews US
why white buttons???
why white buttons? why change the sleeve style? why no side notch? why so few colors? this was a great blouse but no longer. sad.
Date of experience: August 29, 2023
Dear Customer, Thank you for your feedback regarding the recent changes to our blouse design. We appreciate your input and understand your concerns. Allow me to address each point you raised: 1. White buttons: The decision to use white buttons was made to create a clean and classic look that complements the overall design of the blouse. However, we understand that personal preferences may vary, and we will take your feedback into consideration for future design options. 2. Sleeve style change: As a part of our continuous efforts to innovate and stay on-trend, we occasionally update our sleeve styles to offer a fresh and updated look. We apologize if the new sleeve style did not meet your expectations. We value your feedback and will take it into account for future designs. 3. No side notch: The absence of a side notch was a design choice aimed at creating a sleek and streamlined look for the blouse. However, we understand that side notches can provide added comfort and flexibility. We will take your feedback into consideration for future design variations. 4. Limited color options: We apologize if the available color options did not meet your expectations. Our color selection is influenced by market trends, customer demand, and production feasibility. However, we appreciate your feedback and will strive to expand our color range in the future. We genuinely value your support and feedback. Your input helps us improve and cater to the preferences of our customers. If there is anything specific you would like to see or any further concerns you have, please don't hesitate to let us know. We are here to assist you. Best regards, LILYSILK Customer Support
Linda Minnick
1 reviews US
The flat sheet has no header
The flat sheet has no header, not sure why. Seems odd.
Date of experience: August 26, 2023
Dear Customer, Thank you for bringing this issue to our attention. We apologize for any confusion or inconvenience caused by the flat sheet lacking a header. Typically, flat sheets may or may not come with headers depending on the design and style. Headers are often added to provide an aesthetic touch or to differentiate the top and bottom ends of the sheet. However, we understand that you may prefer a flat sheet with a header for ease of use. We value your feedback and will take it into consideration when reviewing and updating our product offerings. We offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. Thank you for your understanding and for giving us the opportunity to improve. If you require any additional assistance, please feel free to contact us at [email protected]. Best regards, LILYSILK Customer Service
Denise
1 reviews SG
Not silk.
I bought 2 shirts and both were different materials. One was polyester and the other satin. Last time purchasing. Not paying 3 times the price for non silk. But I have to add they fit me just right. I downsized my oversized shirt. So I can still use them. But I need to forget the price I paid. Also, satin shirt had OEKO cert and poly didnt have the cert printed on the shirt labels.
Date of experience: September 16, 2023
Dear Customer, We are glad to hear that all the shirts fit you well, and we do apologize for this and any misunderstanding. Please kindly note that all the shirts are made of 100% Silk, 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 own OEKO certification and are safe and healthy for your skin. Regarding the price difference, we apologize for any confusion. Our pricing is typically based on the material and design of the product. We have various discounts, and you can use the discount to place an order if you are interested in it. If you have any further concerns or questions, please do not hesitate to reach out to our customer support team at [email protected]. We value your feedback and will do our best to assist you. Once again, we apologize for any inconvenience this may have caused, and we are truly grateful for your patience and continued support. Best regards, LILYSILK Customer Support
Deborah Haywood
1 reviews GB
Avoid ordering anything with this company
Order arrived outside of timelines on website, item returned by special delivery and tracking reference provided, emails sent, voicemails left and messages via their online portal never responded to. Operating hours stated for customer services are inaccurate as no one answers the phone. This company should be closed down.
Date of experience: September 04, 2023
Dear customer, We sincerely apologize for the inconvenience you have experienced with our company. We take customer feedback seriously and we would like to assure you that we are actively investigating and addressing the issues you have raised. We are dedicated to providing top-notch customer service and we deeply regret falling short of your expectations. Please be assured that your returned item has been received and we have processed the refund for you. Once again, we apologize for any inconvenience caused and appreciate your patience and understanding. If there is anything else we can assist you with, please do not hesitate to let us know. Best regards, LILYSILK Customer Service
Virginia
1 reviews ES
Return items
I sent 2 weeks ago a return item and it seems it was not received (I sent the transporter and the code) and no refund was made yet. Not sure how to find out what is the problem and how to reach custom service. I will not buy anymore if the returns a so poor.
Date of experience: May 09, 2023
Dear customer, We apologize for the inconvenience you have experienced regarding your return item. We understand your frustration and we would like to assist you in resolving this issue. However, there may be a misunderstanding here. We will offer the postage of return if items received are incorrect, damaged, or a faulty good. Normally, customers will need to pay for shipping using the carrier of their choice if there are no above questions. Please note that it usually takes some time to process returns and exchanges once the warehouse has provided feedback on the returned items. We kindly ask for your understanding in this matter. To better understand the situation, could you please provide us with the tracking number of the return shipment? This will enable us to investigate the matter and ensure that the return is properly processed. Additionally, please let us know the method you used to send the returned item. In the meantime, we kindly ask for your patience as we look into this matter. Rest assured, we will do our best to rectify the situation and provide you with a prompt resolution. Our customer service team has replied to your message to assist you further. Please check in time. We value your business and would like to regain your trust. Please accept our sincere apologies for any inconvenience caused. We will work diligently to ensure that such issues are avoided in the future. Thank you for bringing this matter to our attention. We appreciate your understanding and cooperation. Best regards, LILYSILK Customer Service
Marge
1 reviews US
Lilysilk doesn’t refund the money even…
Lilysilk doesn’t refund the money even if you returned things immediately with all tags on. Their customer service is fooling people, but they ask you to leave a good review, shame on you. DO NOT ORDER FROM LILYSILK, all good reviews are fake!
Date of experience: August 27, 2023
Dear Customer, Thank you for bringing this matter to our attention. We apologize for the delay in processing your refund and exchange. We understand your frustration and we sincerely apologize for any inconvenience caused. However, please note that it usually takes some time to process returns and exchanges once the warehouse has provided feedback on the returned items. We kindly ask for your understanding in this matter. Generally, we will process the refund once we receive the return parcel and confirm. Regarding the request for leaving a good review, we assure you that we do not engage in any practices to deceive or mislead our customers. We believe in the importance of genuine feedback and transparency. If you have any specific concerns or issues with your order or our services, please let us know so that we can address them promptly and find a satisfactory solution for you. Thank you for bringing this matter to our attention, and we appreciate your understanding. Best regards, LILYSILK Customer Service
Julia Mitchell
1 reviews GB
Do not buy off Lilysilk they have…
Do not buy off Lilysilk they have ripped me off and the bank will not pay. I have to swap banks now. I didnt go through with my purchase because at check out I didnt get the 10% off. I aborted. They set up a direct debit without me knowing. My bank said they would get the money bank for me. Then I get a letter today from the bank, blaming it on 'an error'. Too right it is an error, their error. Order no 4000378912.
Date of experience: September 11, 2023
Dear Customer. We apologize for the inconvenience and frustration you have experienced with your purchase from LILYSILK. We take these matters very seriously, and we apologize for any confusion or misunderstanding that may have occurred during the checkout process. We checked but found you actually paid for the order, so the money was charged, but don't worry, we already issued a full refund to your original payment account on July 12. One of our customer service representatives has sent you a refund certificate via email, kindly check it. Please feel free to reach out to our customer support team at [email protected] with any further details or concerns. We are committed to resolving this issue satisfactorily for you. Once again, we sincerely apologize for the inconvenience caused, and we appreciate your understanding. Best regards, LILYSILK Customer Support
Suzanne Cruz
1 reviews US
Im still waiting for my credit card to…
Im still waiting for my credit card to be refunded for my returns and my exhange to happen.... still waiting 2 weeks now!!
Date of experience: August 21, 2023
Dear Customer, Thank you for bringing this matter to our attention. We apologize for the delay in processing your refund and exchange. We understand your frustration and we sincerely apologize for any inconvenience caused To resolve this issue promptly, we will escalate your case to our finance and fulfillment departments. They will prioritize the processing of your refund. For the product you requested to exchange, we regret that we do not have the size you wanted, so we will refund you as well. You should expect to receive an email update regarding the status of your refund within the next 48 hours. We appreciate your patience and understanding. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to let us know. We value your satisfaction and we are committed to resolving this matter to your complete satisfaction. If you require any additional assistance, please feel free to contact us at [email protected]. Best regards, LILYSILK Customer Service
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