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.
Silk Maison (silkmaison.com) has 280 customer reviews on Five Star Index, with an average rating of 1.6 out of 5.
Also known as
silkmaison.com
Website
silkmaison.com
Category
Clothing & Underwear
Location
Steamboat Springs, Colorado
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 77% of reviews.
Latest
Most recent review: December 2024.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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I ordered an item about a month ago and still have not received the item. It’s been stuck in LA post office, but I’m confused how this can happen to every order it seems like from other reviews. They stopped replying to my emails and it’s just a big scam and a waste of money that you will never get anything in return
Response from Silk MaisonApr 15, 2022
Dear Kimberly.
Thank you for your feedback on Trustpilot!
We are so sorry for the delay in the transit of your order.
However, you placed your order on March 26th, and you send us the last email on April 10th (half a month after you placed your order) and we have replied you on April 12th. Please check your SPAM FOLDER.
With regards to the delay in your order, we are sorry that the global COVID-19 pandemic has caused a delay in the transit of your order. This is really out of our control.
Anyway, we have pressed the logistics provider several times.
Sorry that all we can say at this time is to ask you to please wait for a little longer.
But please do not worry, (and please also have a look at our good reviews,) we will certainly do our best to make sure that you finally receive your order successfully.
Thank you for your time. We wish you all the best and safe! :)
If you have any further questions about your order, please send an email to our customer service
EMAIL: [email protected].
Best regards.
SILK MAISON Customer Service
MR
Marianne R.
Worst experience i've ever had online shopping
First i got the wrong coat, 1.5 month after placing my order. Then i was in contact with costumer service, and they said I was supposed to get my new original coat within a month later. I never got anything after a month and contacted them. They had apparently sold my original coat to someone else without contacting me, and when i told them I was unpleased with their business, their responses to me after that were very rude.
I never got the coat i ordered. Were supposed to get all the money refunded, but instead they chose to keep 18USD of my money, because of the "shipping fees" for the coat they never shipped.
DO NOT BUY ANYTHING FROM THEM!
Response from Silk MaisonApr 15, 2022
Dear Marianne.
Thank you for your feedback on Trustpilot!
We are so sorry to have made your shopping experience so unpleasant.
We are also very sorry that we were not able to let you receive your coat in the end. :(
On 2 February, you sent us back the incorrect coat you had received.
On 18 February, your return was successfully received at our warehouse.
On 21 February, WE DID CONTACTED YOU ABOUT THE PRODUCTION OF THE COAT IN YOUR ORIGINAL ORDER and ASKED IF YOU WOULD LIKE TO CONTINUE WAITING FOR IT.
Only on 23 March (one month later) you replied to us and stated that you would like to receive the coat from your original order as quickly as possible.
However, we can only start making the coat once we have received your confirmation, so we have again advised you that we will only be able to make your coat ready by the beginning of April at the earliest.
For your blame about "Why did you sell my coat to somebody else", We HAVE INDEED CONTACTED YOU on January 21st BEFORE SELLING IT.
We have also held the coat for you for a month without receiving your confirmation. But because our company specialises in selling clothes, we were unable to keep the coat for you all the time. And it is already spring and soon we will not be making coats.
So please understand that it is a normal sales operation for us to sold the coat under the situation of not hearing from you after a month.
Regarding your comment about the $18 shipping fee. As we have mentioned in our emails, when you successfully received the item (even if it was the wrong item), the LOGISTICS PROVIDER had already charged the $18 shipping fee from your order. Please forgive us as there is really nothing we can do about this.
But please believe that we have been doing our best to make up for the mistake of our staff sending you the wrong coat. We have reimbursed you for your return shipping (almost $40) and have promptly refunded the amount you paid for the coat.
With regard to the compensation you mentioned in your emails, we are currently able to offer you a Gift card or points as compensation for you.
If you would like to accept this, please reply to us by email.
Again, we really really apologize for any inconvenience we may have caused you.
Hope you have a wonderful day! :)
For any questions about our product, please email our customer service
EMAIL: [email protected].
Best regards.
SILK MAISON Customer Service Department
AS
Anqi S.
Only got 1 out of 4 items in order
I placed an order a month ago, there was no confirmation email. I later got a order shipped email and there was a tracking number. Waited for a month and it delivered today. However, only one item was delivered out of four. I checked my email inbox and the account page on their website, there was no other tracking number. I then double checked my mailbox and was sure there’s no other package. Very disappointed
Response from Silk MaisonApr 15, 2022
Dear Anqi.
Thank you for your feedback on Trustpilot!
We are so sorry for not informing you in advance that we have split your order for shipment in order to avoid your long wait. :(
We note that you emailed our customer service on the same day that you posted your comment here and they have replied to your email asking if you have received the remaining three items in your order. However, to date we have not received any confirmation from you.
So may we ask IF YOU HAVE RECEIVED THE REMAINING 3 ITEMS IN YOUR ORDER PLEASE?(the logistics shows that they have been delivered on April 6th)
Tracking number of them: REDC6200876944
Tracking link: https://t.17track.net/en#nums=REDC6200876944
If you have any further questions about your order or our products, 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
AT
Alicia T.
Silk Maison tried to not provide goods for money paid and slipped up and lied
I ordered five silk pajama oversized shirts and was given an order # 103553. I was informed my support team that all five piece would not be shipped together which was fine with me. I was told to expect my first order with tracking number 9405528206335484901792 which would contain four items, yet when I received the first order it only contained one item which I have photos of the small box it came in. This company also made a point to NOT include a shipping label in the package to avoid being held accountable for inventory missing. Thankfully, I have pictures to prove it’s packaging. Also, when I did follow up through email about order 103553, the representative said something completely contradictory of what was initially emailed to me. I was first told the first time that’s order would contain four things with the mentioned tracking number, but then the next person must have gotten confused and lied and said I would receive my second package containing 1 item yet the tracking number for both alleged packages was miraculously the same.
Just to put a few things into perspective, I worked for three different logistics and courier services for over 11 years and can confidently say in no country, world, nor dimension will two different packages regardless of the contents quantity, can the both EVER have the SAME tracking numbe. It’s not possible no matter how you slice it. So this company is refusing to send me the actual items I paid for and believes I’m completely oblivious and unaware as to how logistics work. I have already escalated this matter with both the Better Business Bureau and have currently found out while on vacation on Los Angels that their business office is very close to my AirBnB and plan to make a trip in person in the next two days. Let’s see if they can lie to my face too.
Response from Silk MaisonMar 16, 2022
Dear Alicia.
Thank you for your feedback on Trustpilot!
We are really sorry that your shopping experience on our website was so unpleasant.
We are very sorry that our fellow may not have expressed clearly, but PLEASE LOOK AGAIN CAREFULLY AT THE EMAIL THEY SENT YOU and THEY ARE SURE THAT THEY SENT YOU 2 DIFFERENT TRACKING NUMBERS.
Tracking number for your FIRST PART package:"WNBAA0184959879YQ"
("9405528206335484901792" this one is the USPS tracking for your FIRST PART package, and BOTH TRACKING NUMBERS for your first part package DOES WORKS)
Item:
Gold Gradient Oversized Boyfriend Silk Blouse - Gold Gradient,
Oversized Boyfriend Silk Pajama Shirt - Chocolate,
Water Wave Oversized Boyfriend Silk Blouse - Water Wave,
Powder Blush Oversized Boyfriend Silk Blouse - Powder Blush,
And tracking number for your SECOND PART package:"REDC6200847439"
Item: Versatile Striped Silk Pajama Shirt - Navy,
So the item you have received is the SECOND PART of your order, please confirm.
Our partner has also clearly informed you that THE DELIVERY of your FIRST PART package has FAILED.
So please contact YOUR LOCAL USPS AS SOON AS POSSIBLE and CONSULT WITH THEM ABOUT THE REDELIVERY of your FIRST PART package in order to receive the 4 items in your FIRST PART package without any problems.
USPS Tel: 1-800-275-8777
We sincerely hope you can understand this time.
And finger crossed you will receive the 4 items in the FIRST PART package of your order soon.
Have a beautiful week! :)
For any questions about your order, please email our customer service
EMAIL: [email protected]
They will get back to you as soon as possible.
Best regards.
SILK MAISON Customer Service
TR
Tania R.
It’s the worst experience I ever have…
It’s the worst experience I ever have when buying online.
Everything I've read here has happened to me as well. I send an email to costumer support and they do not respond, my dress does not arrive and there is no way to make a cancellation or return.
I have also posted negative comments on their Instagram account (which I don't usually do) and they delete them.
I'm very angry. I wish I had read the reviews here earlier. :(
Response from Silk MaisonMar 11, 2022
Dear Tania.
Thank you for your feedback on Trustpilot!
We are sorry for such long delay in the transit of your order.
We also apologize for not replying to you in time as we are very busy on a daily basis and we need to deal with many emails and queries from other customers besides yours.
However, we HAVE REPLIED to EVERY EMAIL you sent us.
Regarding your order, we arranged delivery for you the same day you placed your order, but it coincided with the serious COVID-19 epidemic which was beyond our control.
Even so we did our best to help you solve your problems. Please understand.
As the COVID-19 epidemic is still very serious, if you are in a hurry to receive your order, you should have asked us about the arrival time of your order before you purchase or as soon as you have completed your order.
However, by the time you approached us your order had already been shipped to the international airport and was held up there.
We are also in the unenviable position of not being able to cancel your order and the logistics provider not being able to return the package to us.
Anyway, we have replied to your latest email about the solution of your order. Please have a look.
Again, we apologize for any trouble we may have caused you.
Thank you for your patience and understanding.
Have a wonderful day! :)
For any questions about your order, please email our customer service
EMAIL: [email protected]
We will get back to you as soon as possible.
Best regards.
SILK MAISON Customer Service
MA
Marija
Terrible experience and money lost
Terrible experience and money lost. Ordered a coat, did not receive it (also no updates on the order until I sent multiple emails asking about it), carrier claimed it was delivered even though it wasn't, company said it could only send me another one and couldn't provide a refund since the item was "lost" (which I doubt since for any other order from other brands the same carrier has ever handled before, orders have always arrived successfully). Naturally the same thing happened once again with the re-sent item, they simply defined it as "lost" (not to mention I only got this information after sending multiple emails to the company who seems perfectly incapable of solving anything or caring to look into it unless pushed by the customer's questions). I don't know if its a scam or if there was an actual problem but the whole story is extremely bizzare (esp. for the same scenario to occur twice!) and hasn't happened to me with any other brands.
Response from Silk MaisonMar 14, 2022
Dear Marija.
Thank you for your feedback on Trustpilot!
We are really sorry that your shopping experience on our website was so unpleasant.
For the update of your order, our website had indeed sent you the tracking information about your order on the day it was shipped (January 19th), so please check your mailbox or spam folder carefully.
This is part of that e-mail:
"Thanks for shopping with us
Hi Marija,
We have finished processing your order.
Your order was shipped via
Track your order via https://track.aftership.com/en, your tracking number is 06215141208530"
For your order, it's not that we didn't investigate anything. We did everything we could to help you with your problem, but unfortunately the results were not as good as we would have liked. Because both of your original order and the replacement order were shown as delivered, we were unable to file a claim against the logistics provider, though it's their responsibility that lost your orders.
Furthermore, when you gave us feedback that you had not received your order when it was shown to have been delivered, we did send a request to the relevant authorities for a refund, but your request was not approved as our logistics department confirmed that your package had been successfully delivered.
However, in order to minimize your losses, we send a replacement of your order to you free of charge and we SPECIFICALLY REMIND you to KEEP CLOSE EYE on the LOGISTICS of the REPLACEMENT ORDER.
We are really sorry that the same situation has arisen with your replacement order. But as the logistics still shows that it has been signed for, there is still nothing we can do about it.
Please try to make a claim against DPD.
Tracking number of your replacement order: YT2205221272126305
Tracking link: https://www.aftership.com/en/track/YT2205221272126305
DPD Tel: 01806 373 200
We sincerely hope you can understand.
Have a great day! :)
For any questions about your order, please email our customer service
EMAIL: [email protected]
They will get back to you as soon as possible.
Best regards.
SILK MAISON Customer Service
NR
natasha R.
In my case it was the first purchase
In my case it was the first purchase, and I had a bad experience. Their customer service system is very bad, they deducted the money from my account and until today (2 weeks later) I have not received any response, payment confirmation or number of tracking. They do not answer my emails and they do not return my money.
It is the first time that I write a review of a purchase, I am doing it to prevent other people from going through the same thing.
Response from Silk MaisonMar 11, 2022
Dear natasha.
Thank you for your feedback on Trustpilot!
We are very grateful for your support of our brand and your love of our products.
But EXCUSE ME? ? ?
Where did you see that we DEDUCTED the money from your account please?
We assume you have tried to initiate a DISPUTE but failed? Since we have ever even received your payment. All 4 orders you placed from 21 February to 2 March have failed.
Why can't you just ask your bank, when there is clearly a problem with your bank account?
It's really strange, what you want other people not to go through please? ?
Please excuse the rudeness of our words as we have indeed replied to your email and we really feel aggrieved. :(
Have a good day.
Best regards.
SILK MAISON Customer Service
SV
Silja van der M.
Waiting since January 17th...
Waiting since January 17th...
I placed an order January 17th, and I am still waiting - almost 2 months....
I contacted Silk Maison, and their respond was, that the dress would be sent in the beginning of Marts. It is Marts 7th, and still nothing heard from them. Either i want the dress to be delivered, or i want my money back.
Response from Silk MaisonMar 11, 2022
Dear Silja.
Thank you for your feedback on Trustpilot!
We are sorry for such long delay of your order.
However, because your order is shipped from China and because of the serious impact of the epidemic recently, the process of making the item in your order are further delayed.
We sincerely hope you can understand.
We have urged our customer service fellow to contact you and to answer your inquiries.
If your are tired of waiting, please let them know and they will help you cancel your order.
Again, we deeply apologize for the delay of your order.
Thank you for your patience and understanding.
Have a wonderful day! :)
For any questions about your order, please email our customer service
EMAIL: [email protected]
They will get back to you as soon as possible.
Best regards.
SILK MAISON Customer Service
