Reviews

This profile includes reviews for Silk & Snow Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Silk & Snow Inc

  200 - 670 Caledonia Rd York, ON M6E 4V9

  
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  Silk & Snow Inc.

  421 Richmond Rd Ottawa, ON K2A 4H1

  

Review Details

• Review fromRo L

  Date: 23/01/2023

  1 star

  Ro L

  Date: 23/01/2023

  I bought brand new sheets priced over US$100. Followed instructions for washing & drying. As putting on bed for very first time, discovered hole along seam. Sent email with photo of hole requesting refund or replacement. Received email 24 hrs later with a list of questions I had to answer about packaging, washing, lot #, etc. Rather than write an essay in response, I called “Customer Service”. I had to answer all of the questions, which are actually a quality control survey and not an actual attempt to serve the customer. Was told that I had to wait for quality control to review my responses and make a determination. I was sent a faulty product. What evaluation needs to be made? This wasn’t customer service but merely a quality control process. The representative was unable to escalate my concerns to a decision maker because it was 5:32 PM at their offices and everyone had gone home. It was 2:32 PM here in California. If you do business internationally (Canada/US) then you should staff accordingly. This was overall an awful customer service experience - from poorly manufactured over priced sheets to a complete absence of customer service. I will never purchase from this company again *** **** ***** ********* **** ** *** ** ** ******* *** ******* * **** ** ******* ** **** ****** ** **** ** ******** *** **** *****

  Silk & Snow Inc

  Date: 14/05/2023

  Hello **,
  Thank you sincerely for sharing your experience.
  We are truly sorry to hear that you have not been satisfied with your Silk & Snow experience. It is certainly never the outcome we strive to offer. As a smaller company, we place a lot of importance on our customer service and the quality of our products.
  We have the advantage of working closely with our manufacturers regarding our quality-control and when we become aware of any concerns, we like to act fast in order to remedy it and to guarantee we will limit the amount of unforeseen situations which can certainly disappoint our customers. This is why we kindly request for some additional information while treating a Warranty Claim.
  It not only allows us to properly address the concern, but also follow-up with our manufacturers, as we never want a situation to repeat itself. I took a look at your file and it appears we had receive your initial inquiry on January 22nd. Following the interactions with our team and the receipt of the requested information, we have offered a replacement on January 25th.
  Although, as you were within your trial, you took advantage of the 100-night trial period offered and it looks like you have now received a full refund for your order. Regarding our business of operations, we ensure to transparently display them on our website so we can keep our customers informed. It is a dream of ours to be able to extend our hours in order to service more customers, and we are currently working hard on planning for this dream to come true! Unfortunately, we are unable to open our lines on a different time frame just yet, due to the demand and the resources & planning required.
  We sincerely appreciate your feedback and we will definitely relay this to the appropriate parties. We apologize once again for the unfortunate experience and we will ensure to reflect on the information provided.
  Sincerely,
  - Jeanne

• Review fromNathan L

  Date: 12/01/2023

  5 stars

  Nathan L

  Date: 12/01/2023

  Silk and Snow were awesome to deal with! The mattress we ordered was delivered quickly. It turned out that it was not the mattress for us, and they were excellent for the return communications and promptness! Excellent to work with and they provided exceptional customer service!

  Silk & Snow Inc

  Date: 02/05/2023

  Hello ******,
  We are so thrilled to hear about your experience!
  Thank you sincerely for sharing your kind words. It truly is our best source of motivation to hear from our happy customers, it is better than a cup of coffee in the morning! Although we always hope that our customers will enjoy their mattress, we can absolutely understand that some bodies may require something a little bit different.
  As sleep is one of the most important health factors, we are happy to offer our 100 night-trial for anyone who is not satisfied, and we are glad to hear we were able to facilitate this process promptly and satisfactory for you. We truly hope that you will find your perfect match and we wish you many comfy nights to come!
  Sincerely,
  Jeanne

• Review fromDavid N

  Date: 11/01/2023

  5 stars

  David N

  Date: 11/01/2023

  While my experience with the product fell short of my expectations, I can absolutely say that experience with customer relations was superb. In addition, Silk and Snow lived up to their customer satisfaction guarantees admirably.

  Silk & Snow Inc

  Date: 01/05/2023

  Hello *****,
  Thank you so much for sharing your experience!
  Although we are sincerely sorry to hear you did not enjoy your product, we are certainly appreciative to hear your kind words. We understand that some people may be looking for something a bit different, this is why we are happy to stand by our 100 nights trial policy. It is so important for our team to properly and promptly assist our customers throughout any situations, and we are glad to hear we were able to reflect this in your experience. We are grateful for your kind words.
  We wish you the best on your sleep journey!
  Sincerely,
  Jeanne

• Review fromJo V

  Date: 09/01/2023

  1 star

  Jo V

  Date: 09/01/2023

  This company has not shipped my mattress. Every time I call or write, I am told there is nothing they can do because they can't control when the shipping will occur. They say my mattress is in line to be shipped but no email, or verification. I wanted to give this Canadian company a chance but it doesn't seem to matter how many times I call, no is actually helping me. My mattress hasn't even shipped! It's been over a week and I'm still waiting for the mattress to get onto a truck to be shipped. I have told them numerous times that it is needed for medical reasons, that that bed is important because of bad current conditions. Website states that orders within Ontario are shipped within 2-4 business days. I feel like I've made a mistake, ordering this organic mattress. Also, it's incredibly difficult to be told the mattress will be sent within days, which is false information. I'm wondering if this company should be investigated. Will I receive my mattress? How much longer will this take?

  Silk & Snow Inc

  Date: 30/04/2023

  Hello ******,
  We sincerely apologize to hear about your experience.
  I took a look at your file and it appears that your mattress was delivered on January 12, 2023. We always strive to respect the timeframe provided for our fulfillment & delivery times and we are truly regretful to hear your delivery was delayed.
  In all transparency, we unfortunately experienced unforeseen hold-ups with the fulfillment of your order due to the Holiday Season which created an overwhelming amount of volume. Although we can absolutely understand the anticipation to receive your new mattress and the inconvenience and disappointment followed by the delay.
  As such, we have been continuously looking into ways and bettering our services to properly prepare for our higher volume seasons & to ensure we are not letting our valued customers down. I can see that you were able to get in touch with a team member from our Management Team in order to rectify your situation.
  We truly hope that you are enjoying your nights with your new mattress and we apologize once again for the situation. Thank you for your patience and understanding.
  Warm regards,
  Jeanne

• Review fromMarilyn J

  Date: 04/01/2023

  1 star

  Marilyn J

  Date: 04/01/2023

  Ordered a queen set of linen sheets. Within 5 months they were pilling and when I contacted company they said this was normal wear for natural linen. Then 5 months later I noticed tears in the fitted sheet. When I contacted them they said it was no longer under warranty. It was one month over the one year warranty! They offered no compensation at all. Extremely disappointed because I picked this company because they were Canadian and I splurged on getting them! My cotton sheets have lasted longer! * ** *** ********* ****** *** ******** **** *****

  Silk & Snow Inc

  Date: 30/04/2023

  Hello *******,
  Thank you so much for sharing your experience.
  We are sincerely sorry to hear you are not satisfied with your Silk & Snow bedding purchase. We always hope that our customers will enjoy our products just as much as we do, so we are apologetic to hear about your experience.
  Using high-quality materials is one our priorities, and this includes the natural linen we use for our Flax Linen bedding. Compared to products created using synthetic materials, natural products are more susceptible to pilling, which happens when natural fibers repeatedly rub against more abrasive materials, which is not a flaw but rather normal wear and tear.
  As per our 1-year Bedding Warranty, unfortunately pilling is not covered and we are unable to assist with a warranty claim past the 1-year mark. Although, we would be happy to share some tips in order to fully benefit from the bedding and to prevent pilling. We recommend the use of Wool Dryer Balls, for the items to be washed separately utilizing the care instructions and turn the items inside out, hang dry & to rotate your sheets in order to prolong the longevity.
  We sincerely appreciate your feedback and we will ensure to share it with our appropriate team as we look forward to exploring ways to better our services and products.
  Warm regards,
  Jeanne

• Review fromSherolyn D

  Date: 22/12/2022

  5 stars

  Sherolyn D

  Date: 22/12/2022

  Excellent quality price ratio, great customer service, we are the third in our family to purchase a mattress. Prompt reply to my inquiries, courteous and helpful, something that is a rare commodity these days

  Silk & Snow Inc

  Date: 18/04/2023

  Hello ********,
  Thank you so much for spreading your kind words!
  We are thrilled to hear you’ve had a positive experience with Silk & Snow. We strongly believe that the recipe to success is quality products paired with clean customer service, and we are grateful to hear this has been reflected in your experience. We will definitely share your kudos to our team as it is our best source of motivation! Thank you sincerely for your support.
  I wish you many more cozy nights in your Silk & Snow goodies for you and your family in the future!
  Sincerely,

• Review fromSarah P

  Date: 02/12/2022

  1 star

  Sarah P

  Date: 02/12/2022

  Bought a "firm" but did not meet expectations.
  If you are into organic mattress buy it BUT only after you have seen it otherwise you will be disappointed

  Silk & Snow Inc

  Date: 26/03/2023

  Hello *****,
  Thank you so much for sharing your valued input.
  We sincerely apologize to hear that you are not satisfied with your new Organic Mattress. We always aim and hope that our customers will love their thoughtfully curated mattresses just as much as we do, but we understand that some people may need a different comfort to fit their needs. We are also happy to offer our products on display at our Toronto Showroom and select partner stores! In the event where you may be unable to test out a mattress prior, we do offer a 100 night trial period if it isn’t quite what you are looking for. We appreciate your feedback as it permits us to elevate our products & services.
  Sincerely,
  Jeanne

• Review fromL. R.

  Date: 07/11/2022

  5 stars

  L. R.

  Date: 07/11/2022

  Although I didn't match with my mattress from Silk and Snow, I was delighted with their faithfulness to their purchase agreement. Because I pastor a small church in a remote community, Silk and Snow asked if I could find a family that would need my mattress.
  I am blessed to have a couple nearby who have foster family of growing children. They were so excited to have such a mattress. My mismatch was their blessing.
  Thank you Silk and Snow for helping me to help my community by honoring your return policy. You shine in a market that doesn't always show such uprightness.

  Silk & Snow Inc

  Date: 06/02/2023

  Hi ********,
  Thank you for taking the time to reach out and share your experience with our company. Although your mattress was not the right fit for you, we are so glad to hear you were able to find a new home for your mattress to someone in need locally. We hope you find the perfect bed for your needs soon!
  All the best,
  Team Silk & Snow

  L. R.

  Date: 06/02/2023

  I want to affirm my recommendation of Silk and Snow and their honorable and helpful response to my difficulty with a mattress that was perfectly made, but didn't match my needs. They helped me find an alternative to an expensive shipping charge back to their factory. Because of my remote location to viable recovery from a local social agency pickup, they provided me with an option to find a third party that had need of such a mattress.
  I provided them with the needed documentation of the gift to a local foster home, and they blessed the home with my mattress, and then refunded my credit card with the purchase price. That was good business.

• Review fromDave H

  Date: 29/10/2022

  5 stars

  Dave H

  Date: 29/10/2022

  I ordered my new Hybrid mattress on a Sunday morning - it was shipped out the following Tuesday morning from Calgary and arrived the following Thursday morning. In other words, it arrived in 2 days! I had to rebuild my platform bed to accommodate the new mattress, but once that was done, my back pain is almost gone completely.
  The duvet was sent from Toronto and should arrived this coming Monday. Not a problem for me, as it will be a Christmas present for some friends.
  In the past I had been buying cheaper mattresses from ******, which are manufactured in China. Never again!
  * ****** ********* **** ********

  Silk & Snow Inc

  Date: 23/01/2023

  Hi ****,
  We really appreciate you taking the time to reach out and share your feedback with our brand. We are so glad to hear of your positive experience and that your back pain is almost gone now that you are using your new hybrid mattress. Here's to many more comfortable nights of happy sleep to come!
  All the best,
  Team Silk & Snow

• Review fromWilliam M

  Date: 19/10/2022

  5 stars
  Well, what a great experience! I had as I rarely do embarrassingly missed my last payment with Silk and snow! Carly reached out to let me know which I was so thankful for as I wouldn’t have known otherwise. She was super kind and very professional to deal with. * ***** *** ******** ** ********* **** ******* *** ***** ********* **** ********* ***** ** ***** ******** ******** **** ***********. I hope people can feel assured as I do know to spend their hard earned money in a company that will treat you better than almost any other…. Thank you S&N and thank you Carly!