Reviews 2.2
257 total
Dana
1 reviews US
DEFINITELY A SCAM
DEFINITELY A SCAM. This is the first review I have ever written. The return process is purposely difficult and impossible to meet their standards so you will never get a return. The dress isn't terrible quality, but the customer service is the reason to stay away.
Date of experience: September 16, 2021
Dear Customer. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number. Customer service has given you the return address when you requested a return. If you have any other requests for your order you can send your thoughts back to customer service and we are sure they will continue to process it for you at the first opportunity. We always put the customer experience first and will continue to make improvements. For questions about the product, please send an email to our customer service EMAIL: [email protected]. They will take it further for you as soon as possible. Best regards. SILK MAISON Customer Service
Anonymous
1 reviews US
Do Not Trust This Brand
Do Not Trust This Brand! I was blocked by on Instagram for reaching out and asking a simple question. Do not trust this brand, I would put my money towards another company such as lilysilk! They actually care and aren't going to block you for simply asking a question. As a start up that is completely unacceptable and will only hurt them in the long run.
Date of experience: September 24, 2021
Dear Customer. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. It is not that our Instagram blocked you. Rather, our Instagram was temporarily closed due to a malicious report some time ago, so you were unable to send us a message. If you try now it must be a normal situation. If you still have questions you can continue to contact Instagram customer service or you can also contact our email customer service. We are sure they will continue to handle it for you at the first time. We always put the customer experience first and will continue to make improvements. For any questions you would like to know, please email our customer service EMAIL: [email protected]. They will take it further for you as soon as possible. Best regards. SILK MAISON Customer Service Department
DH
1 reviews US
I ordered 2 dresses and wanted to…
I ordered 2 dresses and wanted to return one of them. I have emailed the support email 5 times and have not heard back. I have called the number listed and left a text message because the mailbox is full. I find it so aggravating that in every review they list the email to contact but they don't answer the email! ***update 10/18/21 still have not heard from them after reading response sent another email.
Date of experience: October 13, 2021
Dear Customer. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. Our email customer service guarantees to solve customers' issues on the same day they send them an email, so it won't happen that you send 5 emails and they don't reply. Please provide us with an email address or your order number. We will send the information back to our customer service staff so they can verify the situation and contact you. We are confident that they will take care of it for you at the first opportunity. We always put the customer experience first and will continue to make improvements. For questions about the product, please email our customer service EMAIL: [email protected]. They will handle it further for you as soon as possible. Best regards. SILK MAISON Customer Service Department
Kathy Laskin
1 reviews US
Terrible return policies and service
Terrible return policies and service, quality is very mediocre for the price, and the company is not transparent. Hides that everything's made in China.
Date of experience: November 05, 2021
Dear customers. Thank you for your feedback on Trustpilot! We are sorry to make your shopping experience so unpleasant. We searched for your name but we are sorry that we could not find any of your orders. If you have any dissatisfaction with our products, you can contact our email customer service. We believe that they will solve your problem as soon as possible. Our return policy is clearly written on the website. If you think there is a problem, you can put forward your suggestion and we will feed it back to the relevant department for adjustment. We ship and produce in China because the silk there is the best and it is very safe in terms of epidemic prevention and control. We apologize for the inconvenience that may cause you. We always put the customer experience first and will continue to improve. For any questions, please send an email to our customer service EMAIL: [email protected]. They will take care of you further as soon as possible. Best regards, SILK MAISON Customer Service Department
Robert Davis
1 reviews US
DO NOT PURCHASE FROM HERE
Extremely difficult return process, and poor customer service. Was shipped from China, after being touted an American company. When the silk pajamas arrived the quality was extremely subpar. Have attempted several times to email to initiate the return policy to no avail. Will be contacting an attorney, and the BBB.
Date of experience: November 05, 2021
Dear Customer. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number. Our email customer service has fixed working hours. They will process customers’ mails in the order they send them. There are a lot of emails every day, and the reply will inevitably be a little delayed. We are sorry about that. Your order has been processed by our email customer service as a priority, and they immediately provided you with a return address when they saw it. We are sorry that you are not satisfied with the product and can understand your mood in this review. We once again apologize for the inconvenience caused to you. We sincerely hope you can understand. We always put the customer experience first and will continue to make improvements. For questions about the product, please send an email to our customer service EMAIL: [email protected]. They will take it further for you as soon as possible. Best regards. SILK MAISON Customer Service
Jay
1 reviews CA
Scam website
Scam website. You can tell the reviews are not legitimate.
Date of experience: November 07, 2021
Dear Customer. Thank you for your feedback on Trustpilot! We are sad to read this comment from you. Each of our comments is an encouragement or suggestion for our website from customers who have had a shopping experience. We are also improving our service step by step with these comments. Do you have a problem with our products or are you unhappy with something else? Since we cannot find any information about your order, please provide us with your email address or your order number if it is convenient. We will send the information back to our customer service staff so they can verify the situation and contact you. We are confident that they will take care of it for you the first time. We always put the customer experience first and will continue to make improvements. For questions about the product, please give our customer service EMAIL: [email protected]. They will handle it further for you as soon as possible. Best regards. SILK MAISON Customer Service Department
Laura Knutson
1 reviews US
Very disappointed with both the quality…
Very disappointed with both the quality (thin, see through silk) and customer service. They keep calling me "customer" in their emails (I don't think there is a human behind them) and their shipping and return policies are horrible ($18 for a 6oz box and $150 dress, then I have to pay for the return and go through a 10-step process??). Absolutely will not recommend to friends or family. P.s. all of their replies to these reviews are exactly the same.
Date of experience: November 12, 2021
Dear Laura, Thank you for your order 40269 on SILK MAISON. We understand that you would like to return the dress you purchased and receive a full refund. However, the $18 shipping fee you paid at the time of purchase has been fulfilled once we have shipped the item to you and you have successfully received it. So the $18 shipping fee will be deducted from the refund. If you have a problem with the quality of the garment you can email customer service with photos to clarify the problem. We are confident that they will request a full refund for you upon receipt of the photos. As for the return policy, all you need to do is send the item back and provide us with a tracking number to complete the return process. The 7 notes in the return instructions are a goodwill reminder for you to successfully receive a refund and do not require you to operate them one by one. We also contacted our email customer service colleagues to have them contact you again to resolve your issue successfully. We are sorry to have made your shopping experience so unpleasant. We apologize for any inconvenience caused to you. Best regards. SILK MAISON Customer Service Department
Elsa Flores
1 reviews US
Horrible customer service
I would think twice before shopping with this company. I wanted to like this brand and was so excited to receive my dress to take on my honeymoon. Unfortunately the style didn’t work for me though the it was beautiful. I ended up not taking it on my honeymoon reached out to customer service upon arrival to return it. However they have horrible customer service reps. They are rude, not understand and put the blame on the customer, or perhaps they are ill fit for the job. This is coming from someone who has almost 10 years experience in luxury e-commerce. They have a 14 day return policy. Keep in mind that they include weekends which is not common in the industry. It typical for 14 BUSINESS days. I find this policy unfair to customers since you have such a short window frame. They denied my return because they claimed it was 16 days. When I explained that I didn’t have they opportunity since I was out of the country directly after a busy wedding weekend, the customer service rep was not understand at all and told me what I should have done instead and what “others do”. This was extremely inappropriate and I would never replied to a customer that way (and probably gotten in trouble). I would have even understood if they offered me a store credit. The experience was disappointing and a turn off. I’ll be spending my money elsewhere. This is a warning for those who are unsure about shopping with Silk Maison. They clearly do not care about if the style is right for you or if you feel beautiful in it, they just want your money, and it may not be worth it in the end if you are stuck with something you don’t feel good in.
Date of experience: November 14, 2021
Dear Elsa， Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. Our current return policy does work that way. We have sent your suggestion that the 14-day return period should become 14 business days back to the relevant department. They will make adjustments after discussion. Once again, we apologize for any inconvenience caused to you. Best regards. SILK MAISON Customer Service Department
D. X.
1 reviews CA
Items paid but some never received!
Items paid but never received! I ordered twice from Silk Maison. First order was place more than a month ago, partially fulfilled and now it's marked complete in my Account while one item has not arrived. Silk Maison sent an email to me few weeks ago when sending the partial package, saying that one item from the first order will be shipped later. One month later, no shipping notification for the missing item. I reached out to Customer Service and they said they'd look into it but no further response afterwards. I place another item before the unpleasant dealings occurred, and the transaction is still marked as being "processed" in the Account. It's been a week. I also reached out to them on IG since they are heavily invested in IG ads. Again, no response. Regardless how cute their products look on the internet, please consider twice before you shop with them!
Date of experience: November 14, 2021
Dear Dorothee, The second part of your order was shipped on October 21. We have indeed contacted the logistics provider and they are checking for updates on the shipment. And it was a weekend so we haven't gotten an accurate response yet. We apologize for making you wait so long but please be assured that we will notify you as soon as we get a reply. We sincerely hope you can understand. We have urged the logistics department to reply as soon as possible, after that any news email customer service will contact you. Best regards. SILK MAISON Customer Service Department
Lauren Claire
1 reviews AU
Overcharged, bad customer service 🚩
🚩 - Sus company - they over charged my card/payment by $78 (the true cost wasn’t on the payment page!) and had a hidden EXTRA conversion fee of $7.16 that showed up on my payment as well. They simply said when I emailed them about this ‘you can check the conversion’- BUT HAD NO CURRENCY on their website or anything about conversion. They are also Chinese - NOT American based despite what they say. Do not trust! *Update: They "refunded" me my USD 173 - but the amount transferred is somehow +$0 (!!) - they put the "USD 173" in the description of the transaction. Please don't treat your customers like a joke.
Date of experience: November 21, 2021
Dear Customer. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We have sent your suggestion back to the relevant departments. They are working hard to resolve the issue. We apologize for the inconvenience caused to you. However, the difference in the amount of your order is simply due to the difference in currency. We would like to assure you that there are never any hidden fees on our website. If you have been charged a processing fee, you can ask your card issuer for details. If you have any other questions, please feel free to contact us by email. EMAIL: [email protected]. They will take it further for you as soon as possible. Best regards. SILK MAISON Customer Service
Desiree Ong
1 reviews SG
Shop at your own risk!
Ordered a few days ago and emailed them on the same day to correct a small error in the delivery address. Have contacted their support service via email, IG and FB but to no avail. Shop at your own risk! Disappointed after this experience.
Date of experience: November 23, 2021
Dear Customer. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number. You requested to change the unit number of your address, and the email customer service staff has successfully changed it for you and sent you an email notification on November 19th. However, you do not seem to have received a reply from us. Please check your mailbox to see if the email has been relegated to the spam folder. If you have any other requests regarding your order, you can send your thoughts back to the customer service staff and we are sure they will continue to process it for you at the first opportunity. We always put the customer experience first and will continue to make improvements. For questions about our products, please email our customer service. EMAIL: [email protected] Best regards. SILK MAISON Customer Service Department
JC Coccoli
1 reviews US
Help
Help! My name is JC Coccoli and my order number is 46623. I just noticed two things:. One that the STATE of my address is incorrect on this shipment. I do not know how that happened as it must have did it on it's own but I Live in PA not TX and I put the correct zip code in and it still said TEXAS Can you please correct this or contact someone at the distribution center TO CORRECT THIS. Also, MATCHA is not a color in my system for the dress I ordered-- I ordered the LIME in the French Bow Halterneck Silk Maxi Dress - Lime, S but the picture displayed to show me that my order was completed is like TAN or CHAMPAGNE. It was not what I placed online so whatever is being delivered to me this week ( this Tuesday is the 14 day mark) is not the correct color I picked If it is not lime. I am really hoping to hear back from you as sadly I have been reading reviews of customer service and I am becoming increasingly concerned. Please assist and thank you, JC Coccoli Order number 46623
Date of experience: November 29, 2021
Dear JC， Thank you for your feedback on Trustpilot! We have sent your order number back to the relevant colleagues and they will contact you for further processing. For any questions regarding your order, please contact our customer service EMAIL: [email protected]. They will take further action for you as soon as possible. Best regards. SILK MAISON Customer Service Department
Shahad
1 reviews SA
i want to cancel my order
I just want to cancel my order number #68791, it hasn't even shipped yet. The Customer service is HORRIBLE, I emailed them a few days ago and they never send me a response! Please i want to just cancel my order as soon as possible and get my money back.
Date of experience: November 29, 2021
Dear Shahad， Thank you for your feedback on Trustpilot! We apologize that due to the weekend break, our customer service staff was unable to respond to your message in a timely manner. We apologize for any inconvenience caused. We have sent your order number back to the relevant colleagues and they will contact you for further processing. For any questions regarding your order, please contact our customer service EMAIL: [email protected]. They will take further action for you as soon as possible. Best regards. SILK MAISON Customer Service Department
stan
1 reviews US
Terrible customer service
I placed an order (#43546) on November 10th, thinking I would receive my package 7 days later (as the website suggests). However, after seeing that it hadn’t shipped out after 5 days, I reached out only to hear that it would ship on Nov. 25th. THEY SHOULD HAVE EMAILED ME TO LET ME KNOW. I shouldn’t have been the one to reach out first. Anyway, Nov. 25th passed and it still hasn’t shipped - it says “processing” on the website. This customer service is absolutely horrible. I don’t even know if they’ll contact me again. If not, I’ll also be going to the authorities and reaching out to my bank.
Date of experience: November 29, 2021
Dear Stan， Thank you for your feedback on Trustpilot! We have sent your order number back to the relevant colleagues and they will contact you for further processing. For any questions regarding your order, please contact our customer service EMAIL: [email protected]. They will take further action for you as soon as possible. Best regards. SILK MAISON Customer Service Department
beyond satisfied
1 reviews US
No refund policy! Outrageous!
I ordered a coat from Silk Maison and it finally arrived after more than two weeks. Based on their sizing guide, I bought the coat in a size L. I had to search for the return policy and just read that the company doesn't do refunds only exchanges. How can this be true. How is this company viable in this marketplace. I would like to get a full refund for this coat and if it proves to be impossible I will reach out to the Attorney General in my state to fully investigate this fraudulent practice.
Date of experience: November 29, 2021
Dear Customer, Thank you for your feedback on Trustpilot! We are so sad to read this comment from you. If you are not satisfied with the item of your purchase you can contact our email customer service for a replacement or a refund. Our return policy clearly states that we do support refunds. We are not sure why you wrote such a review. Please do not worry. For any questions regarding your order, please contact our customer service EMAIL: [email protected]. They will take further action for you as soon as possible. Best regards. SILK MAISON Customer Service Department
Kelly
1 reviews US
Don't get my package
I ordered a coat 2weeks ago and still no update of my shipping. Checked status and it said "still processing" There is no reply to my e-mail but already charged my credit. I don't know what to do. Please update my shipment.
Date of experience: November 30, 2021
Dear Kelly, Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. Please let us know your order number or purchase email address. We will send back to our email colleagues and they will contact you for further processing. We always put the customer experience first and will continue to make improvements. For any questions regarding your order, please contact our customer service EMAIL: [email protected]. They will take further action for you as soon as possible. Best regards. SILK MAISON Customer Service Department
Julia
1 reviews JP
Questionable quality, bad customer service.
The product received (a coat) was a completely different color from the website, and the fit was really bad, nothing like shown on the website. After receiving my package I immediately contacted customer service to return it, but received no reply. They really don't care about their customers, and the short timeframe for return (14 days) is affected by their slow service. Would not recommend. To Silk Maison: If my return is not processed, I will have to take action against you. Order number is 54328, please do your job. EDIT: Silk Maison does not reply to the emails sent, even after following up. They just tell you to contact you via email and ignore you. Ridiculous.
Date of experience: November 30, 2021
Dear Julia, Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. Please let us know your order number or purchase email address. We will send back to our email colleagues and they will contact you for further processing. We always put the customer experience first and will continue to make improvements. For any questions regarding your order, please contact our customer service EMAIL: [email protected]. They will take further action for you as soon as possible. Best regards. SILK MAISON Customer Service Department
sue whelan
1 reviews IE
I have just placed an order with you…
I have just placed an order with you today from Ireland. I am deeply concerned about the reviews I have just read. In hindsight I wouldn’t have ordered from this company had I have read these reviews initially. I hold no faith in a lot of companies on Instagram - I’ve had to have my money returned a few times. I’m just happy I used paypal who give protection (better than banks) and I await with trepidation for said goods to arrive. If they do - and are as they say on the can - I’ll be back to give a review.
Date of experience: November 30, 2021
Dear Sue， Thank you for your feedback on Trustpilot! We sincerely appreciate your trust in SILK MAISON and your purchase of our products and thank you for your trust in us If you are not satisfied with your purchase for any reason, you can contact our email customer service for a replacement. They will be happy to help you with this issue. We hope we can bring you a pleasant experience and wish you good luck! Best regards. SILK MAISON Customer Service Department
Millie Rose Lee
1 reviews AU
Black silk dress dodgy make super dissapointed.
I purchased a black silk dress from Silk Maison (to actually wear as a nightie). I was promised good craftsmen chip and quality silk. The item I received had very odd measurements and sizing and was not what's pictured or what I ordered. I also notice the make is very cheap bits of stitching here and there and parts of the cut not meeting up symmetrically. The silk is so thin it could tear like a stocking it's not strong durable silk. It bunches up around the top of my belly and underneath my bust and is tight on my hips which makes for a really odd fit. The straps aren't adjustable which isn't the end of the world but the front keeps falling forward because of the dodgy make. It also kicks out into an A like the design at the bottom where it falls on my shins when that's not what the dress is supposed to do. My usual fit is a size 8 and I'm a C cup with small waist and hips so I don't usually have issues around sizing in those area's, overall this item was a huge disappointment. I wouldn't buy from here ever again.
Date of experience: December 01, 2021
Dear Millie， Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. If you have any requests for your order you can send your thoughts back to customer service and we are sure they will continue to process it for you at the first opportunity. We always put the customer experience first and will continue to make improvements. For questions about the product, please send an email to our customer service EMAIL: [email protected]. They will take it further for you as soon as possible. Best regards. SILK MAISON Customer Service
Laurita Pasaraviciute
1 reviews LT
Not responding to emails..Unable to…
Not responding to emails..Unable to contact..
Date of experience: December 01, 2021
Dear Laurita, Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We searched for your name and found your corresponding order number. Customer service has replied to you and your order has been cancelled. You will receive the email once the refund is successful. Thank you for your understanding. For questions about your order, please send an email to our customer service EMAIL: [email protected]. They will take it further for you as soon as possible. Best regards. SILK MAISON Customer Service
Contact
80487
Steamboat Springs
US
About
Silk Maison strives to enhance your life-wear using luxurious silk accompanied with our elegant design, allowing you to look and feel effortlessly glamorous. Every piece of design incorporates contemporary aesthetic and classical tradition, blending into the collections that encapsulate an entire look from day to night, city to home.