Silk MaisonReviews of silkmaison.com

Response from Silk MaisonAug 2, 2022

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

Response from Silk MaisonJul 30, 2022

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

Response from Silk MaisonJul 30, 2022

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

Response from Silk MaisonJul 19, 2022

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 [email protected] 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

Response from Silk MaisonJul 16, 2022

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

Response from Silk MaisonJul 15, 2022

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: [email protected]. Best regards. SILK MAISON Customer Service

Response from Silk MaisonJul 16, 2022

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: [email protected]. Best regards. SILK MAISON Customer Service Department

Response from Silk MaisonJul 16, 2022

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: [email protected]. Best regards. SILK MAISON Customer Service