I have previously ordered quite a few things from Ailk Maison. A cashmere coat, two pairs of silk pajamas, a blows, a wool jacket and eye masks. That all went smoothly. The quality was al... Toon meer
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Lees wat reviewers zeggen
This is an absolute disgrace. My order was supposed to arrive in July, but it never did, and they still haven’t refunded me. They’re hiding behind excuses, claiming staff changes and that people left... Toon meer
Bad customer communication, delays in shipping that were definetley not made clear pre-purchase. Dress arrived super creased. Although the design itself is nice, the quality of the fabric is thin loo... Toon meer
Bedrijf heeft geantwoord
After reading all the reviews I really didn’t expect anything! HOWEVER (to my own surprise) I actually did receive my order yesterday (8th January), that I ordered back in mid-December. The quality... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
1625 Mid Valley Dr, Ste 1 Steamboat Springs, CO 80487, USA, 80487, Steamboat Springs, Verenigde Staten
- +1(484)3709774
- support@silkmaison.com
- silkmaison.com
1,4
Zeer slecht
297 reviews
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they are scammers
they are scammers. the quality was so bad I sent it back. I never got the money back. don't buy anything!
21 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Nadine,
Thanks for your feedback on Trustpilot!
We are so sad to hear that you are so unsatisfied with the quality of the coat you received. :(
But please USE YOUR WORDS CAREFULLY so as NOT TO MISLEAD our important customers who loyally love our products.
It's not that we didn't process your refund, it's that you didn't read the return instructions we sent you and didn't do what we asked you to do at all.
You have not provided us with your return tracking number since you shipped the item, and then you suddenly ask us for a refund after more than one month.
Please understand that we are not a small store, but a global online shopping company, and we cannot help you if you do not comply with our return policy and do not cooperate us.
Our customer service has clearly told you that you are required to provide us with your return tracking number within 5 days of sending the returned item. But you didn't. Therefore we are not be able to help you in this case. Please understand.
Best regards,
SILK MAISON Customer Service
I ordered a black wool coat in size M…
I ordered a black wool coat in size M because that's the size I always wear and I followed company's size table. The quality is nice but the sizing is so inaccurate. Size up of you want it to fit you and go up 2 sizes if you want it oversized. I had to pay 18$ for the return shipping and it felt unpleasant. The company was responding. For that reason I won't take that risk again because I did follow company's size chart. It took a while to receive my replacement coat in a bigger size and I guess it fits fine, not oversized, and the sleeves are a bit short. It's fine for winter evenings in SoCal. I shop a lot and I appreciate free returns and exchanges.
21 februari 2022
Review zonder uitnodiging
Customers beware of this company
Customers beware of this company. They make the return process very difficult. The seller avoids replies to emails, which makes return and refund impossible. Hopefully will get money back through CC.
18 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Aga,
Thanks for your feedback on Trustpilot!
We are sorry to hear that you think our simple return process is "difficult".
Regarding your comment about "The seller avoids replies to emails, which makes return and refund impossible", please USE YOUR WORDS CAREFULLY so as NOT TO MISLEAD our important customers who loyally love our products.
If it is convenient for you, please let us know your order number/informations so that we can help you check the status of your order and help you with your return/refund request.
Thank you for your cooperation. :)
For further questions about your order, please send the email to our CUSTOMER SERVICE EMAIL:support@silkmaison.com, our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
You can’t return because they’ll send…
You can’t return because they’ll send you the address of a vacant lot!
Everyone report this company!
18 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Tamara,
Thanks for your feedback on Trustpilot!
Sorry, we note that you ordered from America, where we have the largest number of customers, and the return address is certainly correct.
Are you a scammer please? We think customers who have had a shopping experience on our website may have this suspicion as well.
If you are not a scammer, please feel free to send your goods to the address in America that our customer service had provided you many many times!
Of course, if you still think that the address we gave you is wrong, you can also choose to spend more money and send your return to our shipping location - China.
If you have decided, please contact our customer service.
Thank you for your trust and cooperation.
Have a lovely day! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE
EMAIL: support@silkmaison.com
Best regards,
SILK MAISON Customer Service
My order number is 95874
My order number is 95874, the order was made on 5th of February and until 17th of February. I hasn’t received any feedback and delivery.
18 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Cloudia,
Thanks for your feedback on Trustpilot!
Hi, we apologize for not responding to your emails in seconds.
Because of our high volume of orders, the number of emails grows daily and we need to reply one by one, which will be a very long process until we see your email. We sincerely hope you can understand.
We kindly recommend that if you have any questions please contact our customer service fellow by email, although it won't be quick to get a response, they will CERTAINLY solve your problem for you as soon as they see your emails. BUT you can't solve any problem by writing a bad review here.
Thank you for your time.
Have a beautiful day! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE (EMAIL: support@silkmaison.com)
Our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
I WANT A REFUND
I have been trying for days to get a response from my request for a refund. The dress I ordered did not fit. My order number is 95878. Where do I send my return?????
Lack of response make me feel like this is a fraudulent company.
Horrible customer service.
I need my refund!
17 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear jenny,
Thanks for your feedback on Trustpilot!
We deeply apologize for not responding to your emails in a timely manner.
Because of our high volume of orders, the number of emails grows daily and we need to reply one by one, which will be a very long process until we see your emails. We sincerely hope you can understand.
We have urged our customer service to reply your emails as soon as possible, and we will improve our email customer service gradually.
Thank you for your understanding.
Have a great day! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE EMAIL: support@silkmaison.com
Best regards,
SILK MAISON Customer Service
Finally got the coat but …
Finally got the coat.
It looks cheap not like the photos and its way too big.
As per their response from my last review i send an email to ask for a return and a refund
Surprise surprise i ve got no response so far !
Its been 2 days and no response in the dms comments on instagram as well
So since they only seem to respond on trustpilot Silkmaison can you give an adress for the return and give me a refund ?!!!!
Now please
17 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Dyane,
Thanks for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
Although sorry doesn't work, we still apologize for not responding to your emails in a timely manner.
Because of our high volume of orders, the number of emails grows daily and we need to reply one by one. Unfortunately, our customer service fellow feedback that so many of your emails to us all went to the spam folder.
We have urged them to help you solve your problem as soon as possible, and we will improve our email customer service gradually. Thank you for your understanding.
Thank you for your understanding and patience. We wish you a wonderful week! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE EMAIL: support@silkmaison.com, our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
ZERO customer service! Customer beware!!!
Item received was too small, despite going up one size. I've emailed repeatedly to arrange an exchange with no answer. It's interesting to see that customer service has the time to respond to a Trustpilot review, but can't respond to buyer emails. Since the return window is closing, I've escalated this and filed a claim with my credit card company for refund. I've had it with this company - zero stars if possible.
17 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Philip,
Thanks for your feedback on Trustpilot!
We feel sorry that our products didn’t meet your expectations.
Regarding your question, we have verified with our customer service and they feedback that they have indeed replied to your email yesterday. So please CHECK YOUR APAM FOLDER.
We always put customer experience first and will continue to make improvements.
For further questions about your order, please send the email to our CUSTOMER SERVICE EMAIL:support@silkmaison.com, our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
No respond from support for items exchange
Received the goods to Slovenia ( EU ) in apx 3 weeks. Ordered 6 pieces for my wife, 4 arrived, still waiting for two. However at the moment 2 are to small, writen twice to support, got no response. On their page it says, that you have to write them, so they give You a return/exchange adress...I am afraid, that I wont be able to exchange the pieces.
17 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Tilen.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
We apologize for not responding to your email in seconds. However, our customer service is EMAIL customer service, NOT ONLINE customer service, it has certain limitations, please understand.
Our email customer service fellow also gave us feedback that they have replied to your inquiry for exchange the day after you sent the email. So PLEASE FOLLOW THEIR REQUESTS for your exchange procedure. Thank you for your cooperation in advance.
Hope you have a good day! :)
For questions about the product, please email our customer service
EMAIL: support@silkmaison.com
Best regards.
SILK MAISON Customer Service Department
I have consulted my order and it…
I have consulted my order and it appears as "lost". I have sent an email to the support customer email but I do not receive a response. In addition, the courier company that appears when I put the track number is French and my shipment is to Spain. I don't know if I will receive my coat that I ordered on January 10th. Order 87437.
16 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Noemi.
Thank you for your feedback on Trustpilot!
We apologize for not responding to the email you sent us yesterday in seconds as our customer service fellow just returned from holidays and they have been dealing with the holiday backlog of emails for the past few days. Please understand.
Please don't worry, your package is not "lost" (although we are curious where you saw that it was lost and where you saw that the courier company is French), it is being shipped to your address safe and sound, please wait patiently.
Also, our customer service fellow has sent you an email with the latest logistics information of your order, please check it and keep an eye out for your order's logistics updates later.
Thank you for your understanding. Have a good day. :)
For any further questions about your order, please email our customer service.
EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
I've ordered a coat on Jan 31st (order…
I've ordered a coat on Jan 31st (order number: 95008), and the order hasn't been processed yet. Not only they haven't been processed, I've sent emails to support@.silkmaison.com twice already on Feb. 14th and 15th, but still no reply. So don't ask me to send the email to support@.silkmaison because I already DID. No customer service whatsoever and takes forever for the delivery. Just SEND MY PRODUCT ASAP or else I will take actions.
16 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Regina.
Thank you for your feedback on Trustpilot!
We are so sorry for not getting back to you in a timely manner, as we have just come back from our holidays and have been urgently working on the holidays’ backlog of emails from our customers the past few days. :(
And we apologize for the delay in your order as our products are made to order.
But please do not worry, we have arranged to prioritize the shipment of your order.
Thank you for your understanding. Have a wonderful day.
For any further questions about your order, please email our customer service.
EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
I need a refund please
Item is still processing after placing an order on February 2nd. Unless it’s being shipped within the next day or so, I just want a refund please. (order #9544) I’m going on vacation next week so I need it to be here
15 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Elise.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
Our customer service searched for your name and found your corresponding order number. And they noticed that they have replied you for your question.
But they fed back that in the email you sent to them, you only asked for confirmation about your order and whether the order was being processed.
But you didn't mention that you needed it for the next week, OTHERWISE our fellow could have prioritized the shipment for your order (because there were many customers ahead of you who ordered the same dress, and we usually schedule shipments in order).
Anyway, we have informed our customer service fellow to cancel your order and process a refund for you, as we cannot guarantee that your order will reach you by next week.
We sincerely hope you will understand.
Thank you for your understanding. We wish you a lovely week! :)
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
Order #84349
Order #84349
I wish I could give them a 0 star if I could, because this company doesn't even deserve a 1 star. I wasn't going to write a bad review because I didn't want to ruin this company's reputation, but I am out of patience.
I placed an order in Decemeber 30, and received the January 21. Which is fine I didn't expect a fast shipping. I didn't realize that they automatically switch the shipping address to the billing address and had to switch the shipping address. I contacted the customer service took a long time to respond back to me. So the coats were shipped to a wrong address.
Person who received the coats for me tried them on, and said they are not worth the money. I had to pay $56 shipping cost because the two coats I received were very very awful quality and size, and after all, I returned the two coats and sent them tracking information.
They received the coats Feb 2 and still haven't refunded me. I checked the tracking information. I will never be purchasing from this company and I do not recommend. I just want to receive my refund back and never interact with this company.
15 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Anonymous.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
Sorry, we don't quite understand your point of saying "I didn't realize that they automatically switch the shipping address to the billing address".
However, when you place an order on our website, you are REQUIRED TO FILL IN YOUR OWN SHIPPING ADDRESS and we CANNOT "CHANGE" it for you.
If you didn't fill in your shipping address, then our system will automatically default your billing address to your shipping address.
We hope you can understand.
Regarding the coats you ordered, we are very sorry that you are so dissatisfied with the coats you received.
But because the two coats you ordered are of different design styles, so of course their sizes will be different. Please also understand.
Please rest assured that we have urged our customer service fellow to process your refund for your returned item. You will receive a refund notification email later.
Thank you for your understanding. Have a pleasant week.
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
What is the return address?
14 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear rebecca.
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 customer service has given you the return address.
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 any further questions about your order, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Thank you for your cooperation. Hope you have a good day ! :)
Best regards.
SILK MAISON Customer Service
No product, no refund, no response.
Placed my order over one month ago (#86679) This was only ever processing, and never shipped. At this point I am only interested in refund. My original messages were understanding and neutral, though at this point I am frustrated. Every email I have sent this week has gone unanswered (support at silkmaison.com, so please don't request me to email this account. I already have, you can reply to me). Pretty sneaky business practices. Im not interested in an apology, excuse, or explanation, just a refund. I hope to see my money back into my account sooner rather than later.
12 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear G,
Thank you for your feedback on Trustpilot!
Hi G, though you're not interested in an apology or explanation, we are still very sorry for not getting back to you in time as we were on holidays last week (January 31st-February 6th).
And because our customer service fellow have just started work on February 7th, they are now trying to deal with the holidays' backlog of emails from our customers one by one. They may have not seen your emails :(
Please don't worry, we have urged our customer service to cancel your order and process a full refund for you immediately.
It is expected that you will receive an email reply from them later.
Thank you very much for your understanding and patience and time.
We wish you a wonderful day! :)
For any other questions about our products or your order, please email our customer service (EMAIL: support@silkmaison.com). They will try their best to help you.
Best regards.
SILK MAISON Customer Service
I placed an order
I placed an order
I placed an order, and was told it would be shipped within 7-14 business days. I have my bridal coming up, at the end of the month. I received an email after waiting for almost a week telling me the dresses will be ready at the end of February and beginning of March ( which is past my bridal). When I asked for a refund I received no response. This is not only unprofessional but truly an inconvenience shopping with silkmaison. Order number 96486
11 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Umal.
Thank you for your feedback on Trustpilot!
We are very sorry for not getting back to you in time as we were on holidays last week (January 31st-February 6th).
Because our customer service fellow have just started work on February 7th, they are trying to deal with the holiday backlog of emails from our customers one by one. :(
However, we noticed that you placed your order on 7 February and then you sent us your first email on 8 February and we replied to your email two days later (we apologize for making you wait two days to see our email reply). So it WAS NOT A WEEK from the time you placed your order to the time you heard from us.
It is truly unreasonable as a business to keep you waiting, but please be realistic when you post criticise or comments about us.
Thanks a million for your understanding and listening.
Please don't worry. We have informed our customer service to process a full refund for your order and you will receive a confirmation email from them shortly.
Thank you for your time. Have a nice day. :)
For any other questions about our products, please email our customer service (EMAIL: support@silkmaison.com). They will try their best to help you.
Best regards.
SILK MAISON Customer Service Department
Catastrophe!!!
Catastrophe,
I desperately waiting for an answer from my emails, DM and comments on Instagram and NOTHING. When I placed the order I realized right after that the coat might be too small and I emailed you to know if you can change for a size bigger or cancel my order and will make a new one. You completely ignore my request and ship my order the day right after with an incorrect tracking number. For 3 days I am trying to track my order and it doesn’t work. No emails or whatsoever from you guys I am fed to chase and I would like you reach out for me!! Don’t tell me to check in my spams, there is nothing
10 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Yoka.
Thank you for your feedback on Trustpilot!
We are very sorry for not getting back to you in time as we were on holidays last week (January 31st-February 6th).
Because our customer service fellow have just started work on February 7th, they are trying to deal with the holiday backlog of emails from our customers one by one. :(
We are so sorry that your order was sent out without proper confirmation as we did not see your email in time.
But please don't worry, our products are sold all over the world and therefore we have a warehouse for returns in Germany. So if the size XXS coat doesn't fit, you can return it to us and we will reimburse you for the return shipping costs.
Regarding the tracking of your order, we have informed our customer service to help you with this.
Again, we apologize for any inconvenience this have caused you.
We also appreciate your understanding and patience.
For any other questions about your order or our products, please email our customer service (EMAIL: support@silkmaison.com). They will try their best to help you.
Have a pleasant day! :)
Best regards.
SILK MAISON Customer Service Department
Regretful experience
I don't believe I only ordered the top, and it is hard to disprove since the company never sent me a confirmation of my order so there is nothing to reference. If it was just the top, then I will say the advertising was misleading, as both pieces were shown with no indication that the $160 fee was for just one piece. I will be returning the top though am still waiting to hear from customer service as how to do this.
Edit 2/12--
Can someone from customer service please respond to my emails and give me a return address before the short return window closes?!
Edit 2/14--
Still no response from customer service.
10 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Daphne.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant and for the delay of your order.
We are sorry about the packaging issue you mentioned, we will focus on improving the packaging of our products in the future.
Regarding the wrinkles, please follow the "Silk Care" instructions on our website and you will be able to wear your Nightgown as normal once they have been properly treated.
We apologize for any inconvenience this may cause.
And with regard to your mention about the "bottoms to the set", we apologize that you have only purchased the TOP of the pajama set but not the Pajama Set. Generally, our sets have the word "set" in their name on our website.
For any further questions about the product, please email our customer service EMAIL: support@silkmaison.com. They will handle it further for you as soon as possible.
Thank you for your understanding. We wish you a pleasant day! :)
Best regards.
SILK MAISON Customer Service Department
I’m disappointed with this company for…
I’m disappointed with this company for the lack of transparency, the inadequate operations department, and the poor customer support. First, due to my height and long limbs, I never order from companies that are based in Asia, because the clothing sizes are always too short. I’m 5’8” with long limbs. I searched the company’s website to ensure they were US based for sizing purposes only. After my purchase (#94123), I got a international transaction fee labeled Hong Kong. This infuriated me because no where on the site states that the company billing center is in Hong Kong. Transparency is important. After learning that the company is either in Asia, or virtually operates in Asia, I figured that the delay in my order was due to the Chinese New Year. However, after emailing support@silkmason three times and DM’ing on Instagram twice, I’m convinced this company’s operations do not match the marketing efforts. I’m highly disappointed and will not ever order from this company again. Reputable companies do not behave in this manner. Customer service and reviews can either make or break this company’s ability to scale, and based on the reviews I’ve read on several sites, this company better hire a consultant to improve the loose ends or call their loses now.
9 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Kenda,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant and sorry for not getting back to you in time.
Our company is indeed based in the USA, it's just because we mainly make silk products, we have chosen to locate our factory in China. The silk here is the best.
We apologize that this may not be very clear on our website, but please be assured that we will improve accordingly in the future.
About your reference to "an international transaction fee labeled Hong Kong", which method of payment did you use to pay for your order please? This may the transaction fee that your bank charging you. So please check with your card issuer for details, our platform will not charge you any further fees after you have paid for your order.
And please contact us the next time you encounter such a "fee" to avoid unnecessary losses.
And regarding the "three times emails" you mentioned, we are sorry we just received 1 email from you and our customer service team have replied to your email yesterday. Please check your mailbox.
If you do not want this product that from China, please email our customer service and they will be happy to help you cancel your order and refund you.
Thank you for your understanding.
For any other questions, please email our customer service.
EMAIL of our customer service: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
DISGRACEFUL CUSTOMER SERVICE 3 EMAILS…
DISGRACEFUL CUSTOMER SERVICE 3 EMAILS AND NO RESPONSE FOR MY REFUND. I AM JUST ABOUT TO CONTACT PAYPAL & MY BANK TO TAKE ACTION. I AM ASTONISHED THAT A COMPANY IN THIS DAY AND AGE DOES NOT APPRECIATE THE VALUE OF FEEDBACK.
8 februari 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Jane,
Thank you for your feedback on Trustpilot!
We are sorry for not getting back to you in time as we were on holidays these days.
Please don't worry, our customer service fellow have been working very hard to respond our customers' emails one by one (as they had a backlog of emails during the holidays).
Please also trust us, they will reply you and help you as soon as possible when they see your email.
If it is convenient for you, could you please tell us your order information so that we can ask our customer service to process your order?
Thank you for your cooperation in advance.
For any further questions regarding your order or our products, please email our customer service. They will take it further for you as soon as they see your email.
EMAIL of our customer service: support@silkmaison.com.
Hope you have a nice day! :)
Best regards.
SILK MAISON Customer Service
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