Silk MaisonReviews of silkmaison.com

Response from Silk MaisonMay 31, 2022

Dear Mrs Indrė. We are really sorry to hear that you are not satisfied with the quality of our products. :( However, the main products we sell on our website are silk products, which are inherently very light and thin. We sincerely hope you will understand that silk products are not of poor quality. With regard to shipping, we are very sorry to keep you waiting. Due to the current global COVID-19 pandemic disruptions, the shipping times for some orders have be affected. But this is really out of our control. :( Again, we sincerely hope you will understand. If you have any special requirements regarding the shipping of your order (such as ordered for special events), please do contact us in advance and let us know your requirements so that we can help you in time to avoid any inconvenience to you. Also, for orders with long shipping times, we will compensate our customers accordingly. Please contact us by email upon receipt of your order to receive the compensation. Thank you so much for your understanding and patience. We wish you all the best and safe! :) EMAIL: [email protected] Best regards, SILK MAISON Customer Service

Response from Silk MaisonMay 19, 2022

Dear Francesca. Thank you for your feedback on Trustpilot! We are so sad to hear that you don't believe in us so much. :( Tracking number: SF6043358673295 420021139274890261786344599975 (your local USPS tracking number) However, at the very least, please CONTACT YOUOR LOCAL POST OFFIC FIRST TO COLLECT YOUR PACKAGE. This is in case the package is overdue and destroyed. (Regarding the tracking information, it is your local post office that changed the tracking information as signed for, we have reminded them of this and they will be aware of it in the future.) Because we sell all over the world, we will not be able to personally check the shipping and delivery details of your package once it has arrived in your local country. But when we saw the email you sent us on 5/16, we have checked with your local logistics provider immediately. It was only yesterday that they replied to us. So please have a look at the email we sent you yesterday. As USPS failed to deliver your package and then they took it to a post office near you. Please CONTACT USPS AS SOON AS POSSIBLE TO CHECK THE DETAILS OF THE DELIVERY OF YOUR PACKAGE AND TO COLLECT IT. If they are unable to locate your package for you, please ask them to provide you with A PROOF THAT YOUR PACKAGE HAS NOT BEEN SIGNED FOR. This way we will be able to apply a replacement or refund for you. Again, we apologize for any inconvenience caused. Hope you will receive your package soon with the help of your local post office. Tel: 915 197 197 EMAIL: [email protected] Best regards, SILK MAISON Customer Service

Response from Silk MaisonMay 11, 2022

Dear Ashani. Thank you for your feedback on Trustpilot! We are very very sorry that you still have not received the dress you have been waiting for. This is the correct USPS tracking number for your order: 420768399400136109361287594169 (and this is the tracking link: https://t.17track.net/en#nums=420768399400136109361287594169). Please try to provide it to USPS to verify the exact delivery details of your package. The logistics shows that your package was successfully delivered on 2022-05-09 09:39 BOWIE, MD 20716, In/At Mailbox. Again, please LOOK FOR IT IN THE MAILBOXES NEAR YOUR HOME OR NEIGHBORHOOD, or ASK YOUR NEIGHBORS if they have collected the package for you. As your package is shown as having been successfully delivered, now no matter how many times we contact them, they will not give us any valuable information, and will just repeat that the package has been successfully delivered. After all, our logistics department is too far away from them to go and check with them personally. So again we are really sorry to bother you. As USPS is closer to you, if you contact them, they may be able to provide you with more useful details on the delivery of your package. If you still can't find your package in the mailboxes near your home, please contact USPS again to see where they have left your package at, or you can also ask them directly for a photo of your package when they delivered it. If they still can't help you find your package, please try ASKING THEM FOR A PROOF OF LOSS and PROVIDE THE PROOF TO US so that we will be able to process a replacement or refund for you first. Here is the USPS Tel for your use: 1-800-275-8777 We sincerely hope you can understand that this has been the best we could do for you. And thank you so much for your patience and cooperation. We cross our fingers that you will find your package soon. :) SILK MAISON customer service EMAIL: [email protected] Best regards, SILK MAISON Customer Service Department

Response from Silk MaisonMay 11, 2022

Dear Jacky. Thank you for your feedback on Trustpilot! But we would like to make it clear. 1, Your order on our website is not 150€ euros, but $150 USD. 2, Regarding the SIZE of the dress. We are very sorry that the black dress you love did not turn out the way you expected. However, the fact that the dress was not the right size does not count as "faulty goods", which is also clearly stated in our return policy on our website "If your product is not working due to a material or manufacturing error or you have received the wrong product, please email us at [email protected] within 14 days with an appropriate photo description. We will provide you with a specific solution.". Please refer to it. And in the process of online shopping, it is very normal that the size does not fit, since you can exchange the goods anyway. So again, the dress in your order just does not fit, THIS COULD NOT COUNT AS "AN ERROR WITH OUR PRODUCTS". Please understand. 3, Regarding the "exposure issue" you mentioned. Emmmm,,, because of the unique design of our dress, we're not sure IF YOU PUT IT ON BACKWARDS when you tried it on (since we've had customers put it on backwards when they tried it on, haha). 4, Because THE RETURN TRACKING NUMBER you provided us with DID NOT WORK and we STILL HAVE NOT received your return. Our fellow have also spoken to you many times about this issue and we are so sorry that we cannot offer you any help with the logistics of your return. Again, please CONTACT THE CARRIER WHO SENT YOUR RETURN for assistance again. Either by providing us with THE CORRECT TRACKING NUMBER or by asking them for A PROOF that your return was sent to the CORRECT address we provided to you, so that we can process your refund for you first. We sincerely hope that you will receive a response and assistance from DHL soon so that we can help you process your refund soon. And we look forward to hearing back from you soon. :) Our customer service EMAIL: [email protected] Best regards, SILK MAISON Customer Service Department

Response from Silk MaisonMay 9, 2022

Updated on 13/5/2022 Good morning, Haddon!! We apologize for making you wait for so long. :( However, in the past two days, we have seen that our customer service fellow have carefully responded to your emails and queries and have negotiated with you to resolve the issue of your return package being returned and have reimbursed you accordingly. We hope you are satisfied with the solution they have provided? WARM TIPS: Please KEEP AN EYE ON THE LOGISTICS UPDATE OF YOUR RETURN at your leisure in case there is any accident in the logistics, you will be able to find it in time and contact the appropriate person to assist you solve that timely. (As the carrier for your return package was made by your own chosen and our overseas warehouse can only simply hold the return packages, we are not able to help you verify or deal with any unforeseen issues that may have occurred during the transit of your return package. We sincerely hope you will understand. Thanks a million! ) Regarding the size of the coat-Patch Pockets Oversized Wool Coat - Beige, XXL you ordered. Because the coat, itself, is designed as "OVERSIZED", and because you have chosen a very large size, it must actually be very large. Again, we hope you will understand. :) Thank you so much for your time and patience. Enjoy Saturday!!! :) Updated on 10/5/2022 Dear Haddon. Thank you for your feedback on Trustpilot! We are sad to read this comment from you. :( If it is convenient, could you please tell us your order details (ORDER NUMBER or NAME/EMAIL you used when placed your order) so that we can better assist you with your problem? Again, we deeply apologize for any inconvenience we may have caused you. Thank you very much for your support and patience. Let's keep in touch by email ([email protected]) until your problem is resolved to your satisfaction. We wish you all the best! :) If you have any further questions about your order, please email our customer service (EMAIL: [email protected]). We will come back to you as soon as we see your email. Best regards, SILK MAISON Customer Service Department

Response from Silk MaisonMay 7, 2022

Dear Sarah. Thank you for your feedback on Trustpilot! We are so sorry to hear that you are experiencing problems with your order on our website. :( Could you please email our customer service with the name or email address you used when placed your order? This will enable them to help you better solve your problem. Thank you in advance. If you have any questions about your order, please EMAIL our customer service (EMAIL: [email protected]). They will take it further for you as soon as possible. Best regards, SILK MAISON Customer Service

Response from Silk MaisonMay 2, 2022

Updated on May 16th Dear Anonymous, We are sorry to have kept you waiting. Because our customer service fellow were on holiday on the day you sent your emails. They have replied to your emails as soon as get back to work. We are very sorry that the dress your daughter purchased for her prom will not arrive on time. In this case, would you like to cancel your order please? We are looking forward to hearing from you soon. Thank you for your understanding and support. :) Updated on May 2nd Dear Anonymous. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. :( Could you please let us know your order details so that we can check the latest status of your order for you? Again, we apologize for any inconvenience we may have caused you. Have a beautiful day! :) For any further questions about your order, please email OUR CUSTOMER SERVICE (EMAIL: [email protected]). They will handle it further for you as soon as possible. Best regards, SILK MAISON Customer Service Department

Response from Silk MaisonApr 27, 2022

Dear GUERGUES. Thank you for your feedback on Trustpilot! We deeply apologize for making you wait and wait. :( We are also very, very grateful for your love of our dresses. Please don't worry, we do make our products to order. We are sorry that our fellow in the customer service department may have used the wrong word. It's just that if there are many orders for the same dress, we will make this dress for several orders at once. And due to the disruptions of the current global COVID-19 pandemic, this has caused us to be delayed time and time again in sourcing the fabric for the dress and in making them. So after again and again delays, now we really don't know when your dress will be ready, as it is really out of our control. We sincerely hope you will understand. If you really want your dress still, we can only say that it is expected to be shipped in mid or late May, but this time is still uncertain. Of course, if you are really fed up with the long and hopeless wait, please feel free to contact our customer service and they will inform you of the latest updates on your order and help you with the further processing. Thank you for your understanding and patience. We wish you a pleasant week! :) If you have any further questions about your order, please send an email to our customer service, they will get back to you as soon as possible. EMAIL: [email protected]. Best regards. SILK MAISON Customer Service