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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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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HORRIBLE!!
I ordered a satin dress on the 12th of July, which took ages to deliver. I kept tracking the order number they gave but it took ages to be sent to my country. I remember at the end of August I checked the tracking website saying the package was under customs clearance, but a few days later there was no tracking detail anymore, nor did I receive anything!! Here in my country, the package is usually delivered to our neighbor if we're not home with a little card notifying us where's the package. Or we'll receive a phone call at least. However, literally, there was nothing!!! I wrote an email to customer service but they said the parcel has been destroyed (??) and asked me to pay an extra US$18 to arrange a reshipment or choose to get a refund of HALF the amount. I have no idea why should I pay an extra US$18 to risk another highly possible missing package or pay half the amount of the order with NOTHING RECEIVED?????
6 september 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Customer，
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We have sent your feedback to our customer service and asked them to double check this with the logistics provider.
If the package was destroyed due to your problem, then it does need to be handled as you described in both cases. If this is not the case, we believe that the customer service staff will continue to deal with the situation for you at the first time after you make it clear. We have informed them to contact you to solve the problem.
We always put the customer experience first and will continue to make improvements.
For any questions, please email our customer service EMAIL: support@silkmaison.com
Best regards，
SILK MAISON Customer Service Department
Très belle qualité de vêtements
Très belle qualité de tissus, assez exclusive pas des styles que l'on trouve partout, 100% de la soie. De bon conseils par rapport à ma silhouette. Du choix et des bijoux pour assortir je suis très satisfaite
Merci Silk Maison
5 september 2022
Review zonder uitnodiging
Avoid at all costs
I bought a pair of shorts from here at the beginning of August. I realized a week and a half after purchasing that I had never received any kind of email from them with a shipping confirmation or even an order confirmation. Luckily I still had the browser up that I purchased the item on, so I was able to locate my order number. I emailed them and asked when the order would ship, and they told me not for another month. It was not specified anywhere that this item was on any kind of backorder. I told them I would wait. Another two weeks pass, I reach out for a shipping update. They proceed to tell me the item is out of stock and can not be shipped to me. First its on a month wait backorder and now its completely out of stock? Why the hell did you allow me to purchase the item if its out of stock and why the hell did you not specify its on backorder? Said I could get a refund which we’ll see if that even happens. Unprofessional and sketchy website. Never shopping with you again.
5 september 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Isabella,
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.
If you would like to cancel your order and get a refund, 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 questions, please email our customer service team.
EMAIL: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service Department
Silk dresses really change my look
Silk dresses really change my look. I really love it
2 september 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Charles，
Thank you for your feedback on Trustpilot!
We sincerely appreciate your trust in SILK MAISON and your love for our products.
You can register as our member and enjoy the points campaign immediately, and more discounts are waiting for you.
We look forward to your next visit.
Best regards，
SILK MAISON Customer Service Department
Perfect services from a perfect brand…
Perfect services from a perfect brand .. Not my last time to order from them
2 september 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Michel，
Thank you for your feedback on Trustpilot!
We sincerely appreciate your trust in SILK MAISON and your love for our products.
We are honored to receive such a high rating from you! We will keep striving to bring the most satisfactory service to every customer.
We look forward to your next visit.
Best regards，
SILK MAISON Customer Service Department
Très belle expérience d'achat avec…
Très belle expérience d'achat avec cette boutique en ligne. Livraison faite dans les temps
20 januari 2022
Review zonder uitnodiging
Dad quality
I ordered dress coat me $200, package is from California, just arrive 15 days, the expiration limit of retuning day.
No brand on dress, the stitch not right, back zipper not flat, I will never buy again.
1 september 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear yingqun,
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 did not contact our after-sales service to resolve your issue. So you may have misunderstood our policy.
Our policy requires you to make a return request within 14 days of receiving the item. It has nothing to do with the shipping time of the package.
If you are not satisfied with the product you received, you can send your thoughts back to our customer service and we are sure they will continue to handle it for you at the first opportunity. We have also notified our customer service staff to send you an email to understand your problem.
We always put the customer experience first and will continue to make improvements.
If you have any questions, please email our customer service EMAIL: support@silkmaison.com.
Best regards,
SILK MAISON Customer Service Department
Fake tracking number attribute to my…
Fake tracking number attribute to my order. Be aware
14 augustus 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Richard，
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We will never give false tracking numbers to our customers.
If you can't check the relevant logistics information, you can contact our customer service staff and we are sure they will confirm the status of your package for you at the first time.
We always put the customer experience first and will continue to make improvements.
For questions about the product, please email our customer service EMAIL: support@silkmaison.com. They will handle it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service Department
I ordered a cashmere coat for $80
I ordered a cashmere coat for $80 and never received the coat. Usps said they delivered it but it was never delivered to me. My problem with the purchase is that was no signature required to verify delivery and the item was not insured by silk maison. They were very uncooperative and I lost the coat
and the money I paid through klarna.
I will never buy from silk maison again and I'm not thrilled with klarna either.
5 augustus 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear customer，
Thank you for your feedback on Trustpilot!
We are sorry for the unpleasant experience you had. If the email customer service did not give us the wrong feedback, you should have placed your order in January and contacted them in March to deal with it accordingly. We are sorry to see your bad review in August.
We are very sorry for your loss and have sent your suggestion back to the logistics department. We hope we can bring better service to our customers afterwards.
We wish you a happy life!
Best regards.
SILK MAISON Customer Service Department
CAUTION ⚠️ This company took 3 months…
CAUTION ⚠️ This company took 3 months to deliver a partial order. I purchased two items and only received one ☝️ item 3 months later. With no explanation after contacting support via email and supplying a official USPS investigation.
1 augustus 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Amy，
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
We searched your order by name and learned about your situation from Customer Service. Both of your items were delivered to your address, but you said you did not receive one of them, so Customer Service contacted you and asked you to provide a response from USPS.
However, since you only provided a screenshot of what USPS said they would investigate for you, and not the final findings, Customer Service was unable to handle the matter for you. They will only be able to take it further for you once they receive the final results from USPS that you provided.
If you have now received the final results from USPS, you can reply to them. We are sure they will be the first to process it for you.
Thank you for your understanding and cooperation.
Best regards.
SILK MAISON Customer Service Department
Package late/ Fraud
I ordered three items on the website around a month and a half ago and I still haven’t gotten it. At this point I feel like I won’t be getting it. I was the maid of honor at my best friend’s wedding and had to wear a totally different dress because Silk Maison lies about their shipping. Please do better Silk Maison.
29 juli 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Josceline，
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
We understand your situation from the email customer service. You contacted them on June 4th saying you needed this order on June 15th. However, the package could not arrive on time so to avoid the hassle of having to return it when you received it but didn't need it. They banned your order and sent you an email to confirm if you needed the order shipped properly. Unfortunately, you never replied. This delayed the delivery of your order. We apologize for any inconvenience this may have caused you.
If you still want to receive your order, we have informed the relevant colleagues to process your order as soon as possible. If you would like to cancel, then please contact our customer service for further processing.
Thank you for your understanding and cooperation.
Best regards.
SILK MAISON Customer Service Department
Fraud
I ordered a dress for a wedding 6 weeks in advance. Emailed customer service before to ask about shipping time and they told me I would get the parcel 10-20 days after shipping. They state on the website that you should allow 5-7 business days for the item to be packed and shipped which is fine. However, it’s now been 3 weeks and they still haven’t sent the parcel. When I once again contacted customer service they said I would have to wait another 3 weeks for it to be shipped, and that the information on their website is an “error message”. They then claimed to have cancelled my order without even asking me to confirm it, but I still haven’t gotten any proof of a refund. Extremely disappointed as I really needed to get the dress in time, and I thought the website looked legit. Seems like a fraud.
I also wrote a bad review on their website but it doesn’t show up which makes me think that the reviews are fake.
29 juli 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Amelia,
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
We have checked with our email customer service based on what you said.
First of all, we are very sorry for making you wait so long without receiving your package. However, the shipping time on our website is
"We will arrange shipping as soon as possible after we receive your order.
Packages usually take 7-25 business days to arrive after shipment but we cannot guarantee the condition of the package in transit so delays are inevitable."
Secondly, you said in your letter to email customer service "If you don't send the dress or refund me IMMEDIATELY I will have to report you." So they canceled your order and applied for a refund for you. This is not consistent with your claim that you were not asked to confirm the cancellation of your order. The refund will be done within a week and the money will arrive in your account in 1-3 days.
We have also told email customer service to email you again to explain the exact timeline for the refund. Again, we apologize for any inconvenience caused to you.
Thank you for your understanding and cooperation.
Best regards.
SILK MAISON Customer Service Department
The dress came very late and the quality was really bad
I ordered a dress on May, and I received it on July 15th. I wrote them several emails asking for the order status, and I never received an answer. Finally I could ask them through the website chat and they replied that the package had been lost and they had sent a new one. Besides, the dress I received came completely wrinked amd the quality qas really bad. Now I want to return the dress and they make me pay the shipping costs. They say they are sorry but they can cover the shipping costs, and the offered me a discount (which obviously I’m not going to use because I will never buy on this brand ever again). My order number is 150637
18 juli 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Yaiza,
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
According to your statement that no one replied to your email, we verified with customer service. They replied that you only sent an email on July 8 asking about the logistics information of the package, and the email customer service replied to you on the same day.
You also contacted online customer service on the 8th to ask about the status of the package and they replied to you. In the last two days, you contacted the online customer service to request a return. They also provided you with the return address.
It is true that according to the website policy, the return shipping cost is borne by the customer.
If your product is unusable due to a material or manufacturing error, you can send an email to support@silkmaison.com with an appropriate photo description. Once the situation is determined, we are confident they will cover your shipping costs.
Thank you for your understanding and cooperation.
Best regards.
SILK MAISON Customer Service Department
Where is my order
I have received zero information about my order for weeks. I tried contacting customer service and the the email immediately bounced back. I filled out the form online and no response. I would like to cancel my order at this point and just get my $200 back. I should have read these reviews before ordering. Order #178432 in case someone actually reads this.
16 juli 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear McKenzie，
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. We sent your order number back to our customer service and they did not receive your email but other customers' emails were received normally.
We have informed them of your request to cancel your order and they will further process it for you and send you an email to let you know.
We always put the customer experience first and will continue to make improvements. Thank you for your understanding.
Best regards.
SILK MAISON Customer Service Department
False advertising and denying me a refund
This brand has falsely positioned themselves as a luxury 100% mulberry silk manufacturer. The dress I ordered is of very poor quality and not as it is portrayed on the website. Silk Maison are not providing the return label or return address that their website states will be provided if you want to arrange a return. I received an automated email to say that the business is now 'on holidays' for 4 days and to contact their live support chat. When I did get put in contact with an agent through the live chat Zendesk, as soon as I mentioned that I wanted to return my order, the chat was immediately shut down and the option to talk to a live chat agent was no longer available to me. This site is a total scam. Do not order from here. @Silk Maison please reply to my numerous emails and issue details so that I can arrange a full refund as is in line with my consumer right. Order #173080
14 juli 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Meghan,
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
When you contacted our online customer service, they gave you the return instructions. When the email customer service saw your email, they provided you with a return address again. Did you not receive them?
If you have any other requests for your order you can send your thoughts back to customer service and we are sure they will 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: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
Terrible quality!
I guess all of the reviews on the website are fake because the piece of fabric which I received is nothing but a nice quality dress.. there are stitches everywhere and the fabric is the cheapest possible
12 juli 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Alexandra，
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.
We carefully select the best silk fabric for our products every time and we use different mms and types of silk for different products in order to achieve the best wearing effect. The finished product after each garment is produced will be quality checked to avoid quality problems.
Since we cannot find your corresponding order information, please provide us with your email address or your order number if it is convenient. We will send this information back to our customer service staff so that they can contact you. Or, if you prefer, you can contact them with your ideas. We are confident that they will take care of it for you the first time.
For questions about the product, please give our customer service EMAIL: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service Department
Hi the tracking number I have been…
Hi the tracking number I have been provided with does not work. #179489. The tracking doesn’t exist and you have not even told me which postal service is being used so that I can look it up.
I have also sent you 2 emails with no response so far.
12 juli 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Kristina,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. The customer service staff has replied to your email and your logistics provider is Australia Post.
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: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
I am so disappointed with my order
I am so disappointed with my order. I paid 200 dollars for something that looked like I sewed it myself and it was the wrong color. Completely unacceptable, I will be informing people.
1 juli 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Isabelle,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant. If you are not satisfied with the item you received, you can contact our email customer service for 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 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: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
Absolutely unacceptable
Absolutely unacceptable. Advertised scarf as a modal/mulberry silk blend. Label says it is cotton and silk-and made in China. The fabric is like tissue paper. It arrived very wrinkled so I tried to iron it and even on the lowest setting it singed and ripped.
30 juni 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Bonni,
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 your email and needs some pictures from you for the next step.
You can reply to them and we are sure they will give you a satisfactory solution.
We always put the customer experience first and will continue to make improvements.
Thank you for your time.
Best regards.
SILK MAISON Customer Service
The quality of silk is very bad
The quality of silk is very bad, feels like just very cheap fabric:( and sizing is weird, it’s way too short, I don’t understand for who that dress was made. Return never order again
28 juni 2022
Review zonder uitnodiging
Antwoord van Silk Maison
Dear Alexandra,
Thank you for your feedback on Trustpilot!
We are sorry that we were not able to give you a satisfactory shopping experience.
If you are not satisfied with your purchase for any reason, you can contact our email customer service for a return. They will be happy to help you with this issue.
We always put the customer experience first and will continue to make improvements.
Thank you for your time.
Best regards.
SILK MAISON Customer Service
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