Silk MaisonReviews of silkmaison.com

Response from Silk MaisonMar 1, 2022

Dear A Car, Thanks for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. Could you please tell us your order number (5 digits) or order information? Regarding the COLOR DIFFERENCE of the product you mentioned. We apologize that because the pictures on our website are taken under different lighting, so there WILL BE A KITTLE DIFFERENCE in the color of the item you received. We sincerely hope you can understand. In addition, we have also made special instructions (Here To Assist--FAQ ) on our website for the color difference of our products, please refer to it, and again, please understand. "We strive to display as accurately as possible the colors of our products that appear on the website. However the actual color will depend on your monitor, we cannot guarantee that your monitor’s display of any colors will be accurate. In addition, different from other fabrics, silk is a highly lustrous fiber. The shimmering appearance of silk is due to the triangular prism-like structure of the silk fiber, which allows silk cloth to refract incoming light at different angles, thus producing different colors. These make the surface shine and appear to change color as the angle of light on it changes. Put your silk product up to the light and see how it reflects differently to other silk products. So the color of the actual product you receive may look different under a different light." Thank you for your understanding. :) For questions about your order, please email our CUSTOMER SERVICE EMAIL: [email protected] Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 28, 2022

Dear Nelly, Thanks for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We are sorry that you were unable to send us an email. But we had our customer service fellow double check our email system and they fed back that our mailbox is fine and there are no problems. Thank you so much for your quick response. We have GOT your order information and have also urged our customer service fellow to process the refund for your returned goods. Please wait for a little while, you will receive an email confirmation from them after the refund is successful. We apologize for any inconvenience this may have caused you. Thank you for your understanding and cooperation. Hope you have a lovely day! :) For questions about your order, please email our CUSTOMER SERVICE EMAIL: [email protected] Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 25, 2022

Dear Rasha, Thanks for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We are very sorry that we are not able to help you with the customs clearance of your RETURN, as we are unable to provide the customs documents for your RETURN PACKAGE you mentioned in your email to us. Also, DHL has not contacted us because you are the sender in the return process and customs will contact you directly regarding your return package. We only have the invoice and related documents for your ORIGINAL ORDER and these will not work. In addition, our previous customers who returned goods to our warehouse in Prague, Czech Republic, never had similar problems. So please understand that there is really nothing we can do. Regarding our overseas warehouse, as we mentioned in our email, our overseas warehouse does not have staff to manually process returned packages, it can only store packages there and can't do anything else. Anyway, you still need to know clearly what specific customs clearance documents are required from the logistics provider/customs regarding your return package yourself, (we guess you can provide all the documents of your return package required by customs yourself), and actively cooperate with customs clearance of your return package. We look forward to your package arriving at our overseas warehouse smoothly. Thank you for your understanding. Hope you have a lovely day! :) For questions about your oreder, please email our CUSTOMER SERVICE EMAIL: [email protected], our customer service will further handle it for you as soon as possible. Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 24, 2022

Dear Isobel, Thanks for your feedback on Trustpilot! Hi, we apologize for not responding to your email in SECONDS. We verified your order situation with our customer service team, and they said they have replied to your email the day after you sent it. Please check your mailbox. We are a little confused. You clearly said "This dress is lovely, but it does not fit and I need to return it" in the email you sent to our customer service. But why are you making false accusations about the quality of our clothes here? If you have any questions, please tell us truthfully, so that we can better help you. Thank you for your understanding. Have a pleasant day! :) For further questions about your order, please send the email to our CUSTOMER SERVICE (EMAIL: [email protected]) Our customer service will further handle it for you as soon as they see your email. Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 24, 2022

Dear Soma, Thanks for your feedback on Trustpilot! Hi, we apologize for not responding to your email 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 verified your order situation with our customer service team, and they have fed back that after your order was shipped (two days after you placed your order), our system HAD AUTOMATICALLY SENT YOU THE TRACKING INFORMATION for your order. And our customer service fellow also replied to your email the day after you sent it. Please check your mailbox carefully. Also, if you have any questions about your order, please contact our customer service by email, although they cannot guarantee to reply to you within seconds, they will definitely reply to you as soon as they see your email, because they are much busier than you think. But you put your momentary excitement into words, published here, in addition to venting your unpleasant, no one can give you a refund of your order, let alone affect those customers who really love our website. Thank you for your time. Have a lovely day! :) For further questions about your order, please send the email to our CUSTOMER SERVICE (EMAIL: [email protected]) Our customer service will further handle it for you as soon as they see your email. Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 24, 2022

Dear Elaine, Thanks for your feedback on Trustpilot! We are so sad to hear that you are so unsatisfied with the quality of the coats you received. :( About the lining of the coats, it is clearly stated in our production description. And most of our coats are not lined. We regret that you purchased the coats without looking at the production description, and that you bought two of them. Regarding the return shipping cost, it is also clearly stated on our website that you are responsible for shipping costs for returns for any reason other than manufacturing errors. Since you have purchased from our website, it means that you are accepting this policy of ours. It's just that you may have chosen a logistics provider that charges more to ship your package. Regarding refunds, our customer service has clearly told you that we can only refund your money to your purchased account. We are sorry to hear that your purchase account has been locked. However, we refunded you before you told us that your purchase account was locked. We kindly recommend that you can contact your bank to request them have the refund transferred directly to your new card or you can contact your bank to unlock your purchase account so that you can see the refund. Thank you for your understanding and cooperation. And hope our suggestions can help you. :) Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 24, 2022

Dear Scott, Thanks for your feedback on Trustpilot! We are so sad to hear that you are so unhappy with the quality of the material of our products. :( We don't quite understand why you think the tone of "things on sale are non returnable" is rude. Well, , ,rejection is certainly unpleasant, but it is indeed clearly stated that ITEM ON SALE CAN NOT BE RETURNED/EXCHANGED in our return/exchange policies on our website, and you should have read it carefully before you place an order. Because they are very important. And if you place an order without reading them, then now here's the problem, we have no way to help you return your goods and you'll have an extremely unhappy shopping experience with us. :( In short, these are our policies on our website, and you need to abide by them once you have purchased from our website. We hope you will understand. Have a great day! :) Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 23, 2022

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