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

  
• 

  Silk & Snow Inc.

  421 Richmond Rd Ottawa, ON K2A 4H1

  

Review Details

• Review fromLynda B

  Date: 28/08/2023

  1 star

  Lynda B

  Date: 28/08/2023

  Terrible customer service! My package was so late and I kept being told it will be here in a couple days. They also kept blaming the delivery company and saying they’ve had so many complaints about them that they are going to switch companies. They only responded once in an email saying they didn’t know when my package would arrive, but here’s the tracking. The tracking that didn’t work. *********

  Silk & Snow Inc

  Date: 05/10/2023

  Dear *****,
  I'm truly sorry to hear about the inconvenience you experienced with your order and the delay in delivery. This is certainly not the level of experience or service we aim to provide, and I apologize for any frustration this may have caused.
  Delays in shipping can be frustrating, and while we do work with external delivery companies, it's our responsibility to ensure that our customers have a smooth experience. I apologize for any inconvenience you experienced in this regard. Pertaining to the tracking issue, I'm sorry that the provided tracking information was not accurate and that the team was unable to provide more clear communications. We will certainly look into arming our team with further information and visibility.
  Your feedback is valuable to us, and we take it seriously. We'll use your comments to review and enhance our customer service and communication processes to better serve our customers in the future.
  If you have any outstanding concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us directly. We appreciate your patience and understanding, and we hope to have the opportunity to provide you with a better experience in the future.
  Kind regards,
  Lacey

• Review fromWesley D

  Date: 02/08/2023

  1 star

  Wesley D

  Date: 02/08/2023

  Full disclosure; I must admit we have yet to receive the mattress we ordered, I hope that goes smoothly because our road thus far has been full deployment of unethical marketing strategies related to unrealistic delivery timelines that are later dismissed as “in our FAQ’s as estimates and not firm timelines.” Then when we wanted to see how our luck would fair if we cancelled our order and we got “the items purchased are already with the courier.” * ** *** ***** ** ** * **** **** **** *** ******* ** *** ***** ****** *** **** ***** ******** ****** *** **** ** **** *** ***** ******** *** *** *** ******** ******** ********** ****** ***** ** ***** *** ***. Hey Silk & Snow, try being honest and forthright for a change. ** ******* ** * ****** ********* *********** **** ******* * ***** ** *** **** ****** ** ****** ********** *** **** **** ******* **** * ******* ***** *** ** **** ***** ** ***** ****** ***** *** *** **** **** ******** ********* **** *** ********* **** ***** ** **** ******** ******. *** ******* ** *** ******* ******** ******* *** ****** ****** ** ** ******. I spoke to two representative yesterday and today and they both did not do what THEY offered to, which was to call back later. That’s zero for two if your a sports fan. I hope this mattress is as you claim it to be and gives us comfort, because if it doesn’t you can expect another horrible review. My doubts are supported by your abhorrent business practices.

  Silk & Snow Inc

  Date: 05/10/2023

  Dear ******,
  Thank you for sharing your review.
  We want to express our sincere apologies for the frustration and inconvenience you had experienced originally with your order. I understand your concerns and the impact this situation has had on your perception of Silk & Snow.
  I'm pleased to see that the issue has been addressed. I have copied the last communications pertaining to your order below.
  "Thank you for getting back to me. I appreciate the time you took to send me this update and confirm the details. Although this has been a time consuming process, I am pleased to see that Silk & Snow will be addressing the key takeaways from this experience. Based on that feedback, it is very kind of you to offer this compensation. I will gladly accept this and will consider this matter closed. Should anything arise from my ******* *** card related to this I will be in contact. But otherwise, if all gets set on your end that is fine with me.
  Given the company's decision to ensure this matter was tended to, I will continue to use Silk & Snow in the future. In fact, given that generous compensation, I will be ordering two additional pillows. Honestly, these are the best I have ever used and will say that your packaging was well done.
  If there is anything you require from me at this time please let me know.
  Again, thank you for the prompt follow-up.
  Enjoy the day,"
  I would like to assure you that we take your feedback seriously and will use it as an opportunity to review our processes and enhance our customer service to prevent such situations from occurring in the future.
  We genuinely value your business and are committed to providing products and services that meet your expectations. We are happy that the issue has now been resolved and we would be glad to assist you again in the future should need be!
  Kind regards,
  Lacey

• Review fromDamon h

  Date: 29/07/2023

  1 star

  Damon h

  Date: 29/07/2023

  ***** ********* **** *** ********** They send you an email that clearly says C$700 for a queen hybrid mattress. It actually has the "C", so wouldn't you think that a Toronto based company that lists their prices like this would be in Canadian funds. because when click the link it gives the price of $900. I called and they try , quite unapologetically to explain that that is the US price, even though it has a big "C" in the price and lists a Canadian address in the email. The correspondence I received from them by email and phone didn't instill the confidence in me as a business I would want to spend a thousand bucks. ****** **** * **** ***** **** ******** **** ******** ********

  Silk & Snow Inc

  Date: 04/10/2023

  Dear *****,
  Thank you for bringing your concerns to our attention, and we genuinely appreciate your feedback. We apologize for any confusion regarding the pricing in our email communication.
  We want to clarify that our pricing is indeed in Canadian dollars (CAD). The "C$" symbol represents Canadian funds, our company is proudly based in Toronto, Canada. The starting price for our Hybrid mattress in Canadian dollars is C$700 for a twin size, and goes up from there, C$900 for a queen size, as you've correctly pointed out. Furthermore, we do sell our products in the US as well and we do have a US webpage with US pricing.
  We regret any misunderstanding and assure you that our aim is to provide transparent and accurate information to our valued customers. We understand that clear communication is essential in building trust and ensuring a positive customer experience. We apologize for the miscommunication on your correspondents with our team. Silk & Snow has been proudly operating as a Canadian company since 2017.
  Your feedback is valuable to us as it helps us improve our communication and services. If you have any further questions or require assistance with anything else, please do not hesitate to reach out. We are here to assist you.
  Thank you for considering Silk & Snow, and we hope to have the opportunity to provide you with the quality products and service you deserve.
  Best regards,
  Lacey

• Review fromGillian T

  Date: 27/07/2023

  5 stars

  Gillian T

  Date: 27/07/2023

  I bought my bedding for my home from Silk & Snow (2 pillows, percale sheets, muslin duvet cover and shams, linen sheets, weighted blanket, and down duvet) and have been using their product every night. It has completely transformed my bedroom. I found the sheets so soft and comfortable after the first wash, and only improve with each cycle. I am very happy with the overall experience and look forward to buying more from the brand!

  Silk & Snow Inc

  Date: 05/10/2023

  Dear *******,
  Thank you so much for taking the time to share your Feedback! We are happy to hear about your positive experience with your new Silk & Snow bedding.
  We are so glad to know that you've found our bedding, pillows, weighted blanket, and other items to be comfortable and of high quality. Creating a cozy and inviting bedroom space is important, and we are delighted to have played a part in enhancing your sleep environment.
  Thank you once again for choosing Silk & Snow, and we appreciate your support. Here's to many more nights of restful and comfortable sleep!
  Kind regards,
  Lacey

• Review fromSana G

  Date: 05/07/2023

  1 star

  Sana G

  Date: 05/07/2023

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

  Silk & Snow Inc

  Date: 04/10/2023

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

• Review fromJennifer S

  Date: 26/04/2023

  5 stars

  Jennifer S

  Date: 26/04/2023

  We bought 2 pillows and will be buying more because they are perfect for both of us. My husband had a cervical fusion and his pillow keeps him pain free. He tried using a different pillow and the pain came back. There's an option of taking filling out and putting the extra in a cylinder that is also provided but we didn't need to. ** ****** ********* ***** ******** 

  Silk & Snow Inc

  Date: 26/07/2023

  Hello ********,
  Thank you so much for sharing your fantastic experience with our pillows! We are so happy to hear that they have been the perfect fit for both you and your husband.
  As our customers' comfort and well-being are of utmost importance to us, we're thrilled that our pillow has made a positive difference in your husband's sleep quality. We love receiving success stories and knowing that our pillow was able to provide your husband with relief from pain is a great message for our team to receive!
  Additionally, it is fantastic feedback that you have found our adjustable foam option helpful, even though you didn't need to adjust the filling - the ability to tailor the pillow to individual preferences is one of the features we're proud to offer our customers.
  Thank you again for recommending our pillows and sharing your experience with us! We hope you continue to enjoy the comfort of your new pillows for years to come!
  Sweet dreams,
  Team Silk & Snow

• Review fromShirlaw S

  Date: 07/04/2023

  1 star

  Shirlaw S

  Date: 07/04/2023

  I will not order from Silk and Snow again. My order was sent with incorrectly sized pillow cases. The hoops I had to jump through for their mistake was unbelievable.

  Silk & Snow Inc

  Date: 14/07/2023

  Dear *******,
  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration caused by the incorrectly sized Pillowcases in your order. We deeply regret that we fell short of your expectations, and we take full responsibility for our mistake.
  We acknowledge that you found the process to rectify our error to be less than satisfactory and value your feedback as it helps us grow as a company. We also appreciate the opportunity to review and discuss this matter further with you to shed light on the specific issues you encountered and the resolution provided.
  On December 13th, 2022 you reached out to our customer service team via telephone at 11:25 AM to advise that you had received King-sized pillowcases in lieu of the standard-sized pillowcases intended to be included in your Sheet Set. We were very apologetic for this error and advised that you would simply need to provide us with imagery via email showcasing the incorrect size. Later that day, we received a separate phone call from your husband at 1:11 PM advising us of the matter once more, and the same response was provided regarding the documentation needed to confirm the incorrect size received.
  We sincerely apologize for any dissatisfaction that came with this experience. As a business, we have certain protocols in place to ensure the accuracy of our service. It is crucial for us to verify any claims of incorrect items before taking further action. This helps us maintain the integrity of our operations and prevents misuse of our policies but also allows us to hold our manufacturers and vendors accountable and thus, proactively prevent similar issues from occurring in the future.
  From there, our team sent an email to open up communication in which it was once again requested to send photos of the incorrect item. We can confirm that a reply with photos was received at 1:24 PM. At that point in time, your case was prioritized, our team reviewed the images, confirmed your shipping address with you, and created a replacement order for the correct size pillowcases. You were then advised of the replacement shipment at 4:55 PM on the same day December 13th, 2022. At that time you had also been advised that the replacement set would be shipped out in approximately 1-3 business days.
  Subsequently, your replacement pillowcases departed our facility after 2 business days and were delivered to your home on the 3rd. business day, Friday, December 16th at 9:26 AM. We understood that you had guests coming that weekend and did our best the get you the pillowcases prior to their arrival.
  Our team would be happy to provide the BBB with all telephone and email correspondents to help clarify any misunderstandings during this exchange.
  We deeply regret the mistake we made in sending you the incorrect size pillowcases initially, and we offer our sincere apologies. We understand that your decision not to order from Silk and Snow again is based on this disappointing experience, and we are truly sorry for failing to meet your expectations. We want you to know that we take your feedback seriously, and we are committed to improving our processes to make them as straightforward and seamless as possible.
  Sincerely,
  Team Silk & Snow

• Review fromMeghan S

  Date: 15/03/2023

  2 stars

  Meghan S

  Date: 15/03/2023

  I ordered the flax linen sheets. They were great and I loved them, however, they were worn out within 8 months. They had a hole near my feet and had wear on one side. This was not covered by warranty and only 20% of a new set was offered. It is quite expensive for sheets that only last 8 months. We’ve had other brands of sheets that we have had for going on 10 years!

  Silk & Snow Inc

  Date: 25/06/2023

  Hello ******,
  We would like to extend our sincere apologies for the disappointment and inconvenience you experienced with your **** Linen sheets. We understand your frustration and appreciate you taking the time to share your feedback.
  At our company, we take great pride in providing high-quality products to our customers. We strive to ensure that our customers have a positive experience with our products and that they last for a significant period of time. Our warranty process involves a thorough review of each individual case based on our guidelines. After careful examination, it was determined that the issues you encountered with your sheets were a result of regular wear and tear due to the care and usage of the bedding. We recommend rotating the sheets regularly, as this helps distribute the wear evenly and prolongs their lifespan.
  The **** linen sheets we offer are made from high-quality fibers and do not contain any chemicals. While this makes them a healthier and more eco-friendly choice, it also means they require proper care to ensure their longevity. Unfortunately, wear and tear is not covered under our one-year warranty.
  We genuinely appreciate your feedback, as it helps us improve our products and services. We understand that you have had other sheet brands that lasted significantly longer, and we acknowledge that this experience did not meet your expectations. We will take your feedback into consideration as we continue to refine and enhance our product offerings.
  If you have any further questions or concerns, please don't hesitate to reach out to our customer service team.
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding.
  Warm regards,
  - ******

• Review fromChris J

  Date: 13/02/2023

  1 star

  Chris J

  Date: 13/02/2023

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

  Silk & Snow Inc

  Date: 28/05/2023

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

• Review fromheidi b.

  Date: 12/02/2023

  1 star

  heidi b.

  Date: 12/02/2023

  False advertisement. Website clearly states they offer Free Shipping to all Provinces. Had an order made for a platform bed and mattress with the financing all approved. Contacted them when over a week later I still didn't have a tracking # for my order. Received an email stating that the shipping would cost Me too much and they decided to cancel my order. Extremely disappointed with such misleading information

  Silk & Snow Inc

  Date: 28/05/2023

  Hello *****,
  We want to express our sincere gratitude for taking the time to provide feedback on your recent experience with our company. We apologize for any confusion or disappointment you may have encountered.
  At Silk & Snow, we are committed to offering free shipping to all Canadian provinces and continental states, as stated on our website. However, we do acknowledge that there are exceptional cases where shipping to remote areas or territories may involve additional costs that are beyond our direct control. While we strive to communicate this information transparently during the checkout process, we understand that it may not have been conveyed effectively in your case.
  It appears that your location presented unique logistical challenges that we had not previously encountered. Consequently, the applicable surcharge was inadvertently omitted from your order. Upon further investigation by our operations team, it was determined that the shipping costs would be significantly higher than anticipated. As a customer-centric company, we never want to burden our valued customers with unexpectedly high shipping fees post-checkout. Therefore, we made the difficult decision to cancel your order. We sincerely apologize if this decision appeared sudden or misleading.
  Upon reviewing your case, we discovered that our team did attempt to reach out to you with an alternative solution. Our intention was to fulfill your order and absorb the increased shipping costs ourselves. We deeply regret any miscommunication or delay in conveying this option to you, which led to your dissatisfaction. Please accept our sincerest apologies for any inconvenience caused.
  We genuinely appreciate your feedback as it helps us improve our processes and better serve our customers. Your comments will be shared with the relevant teams within our organization to ensure more effective communication and prevent similar situations in the future.
  Once again, we apologize for any misunderstanding or disappointment you may have experienced. If you have any further concerns or questions, please do not hesitate to reach out to us directly.
  Thank you for your understanding.
  Warm regards,
  - Jeanne