Silk MaisonReviews of silkmaison.com

Response from Silk MaisonFeb 16, 2022

Dear Elise. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. Our customer service searched for your name and found your corresponding order number. And they noticed that they have replied you for your question. But they fed back that in the email you sent to them, you only asked for confirmation about your order and whether the order was being processed. But you didn't mention that you needed it for the next week, OTHERWISE our fellow could have prioritized the shipment for your order (because there were many customers ahead of you who ordered the same dress, and we usually schedule shipments in order). Anyway, we have informed our customer service fellow to cancel your order and process a refund for you, as we cannot guarantee that your order will reach you by next week. We sincerely hope you will understand. Thank you for your understanding. We wish you a lovely week! :) For questions about the product, please send an email to 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 MaisonFeb 16, 2022

Dear Anonymous. Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. Sorry, we don't quite understand your point of saying "I didn't realize that they automatically switch the shipping address to the billing address". However, when you place an order on our website, you are REQUIRED TO FILL IN YOUR OWN SHIPPING ADDRESS and we CANNOT "CHANGE" it for you. If you didn't fill in your shipping address, then our system will automatically default your billing address to your shipping address. We hope you can understand. Regarding the coats you ordered, we are very sorry that you are so dissatisfied with the coats you received. But because the two coats you ordered are of different design styles, so of course their sizes will be different. Please also understand. Please rest assured that we have urged our customer service fellow to process your refund for your returned item. You will receive a refund notification email later. Thank you for your understanding. Have a pleasant week. For questions about the product, please send an email to 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 MaisonFeb 16, 2022

Dear rebecca. 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. Our customer service has given you the return address. 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 any further questions about your order, please send an email to our customer service EMAIL: [email protected]. They will take it further for you as soon as possible. Thank you for your cooperation. Hope you have a good day ! :) Best regards. SILK MAISON Customer Service

Response from Silk MaisonFeb 12, 2022

Dear G, Thank you for your feedback on Trustpilot! Hi G, though you're not interested in an apology or explanation, we are still very sorry for not getting back to you in time as we were on holidays last week (January 31st-February 6th). And because our customer service fellow have just started work on February 7th, they are now trying to deal with the holidays' backlog of emails from our customers one by one. They may have not seen your emails :( Please don't worry, we have urged our customer service to cancel your order and process a full refund for you immediately. It is expected that you will receive an email reply from them later. Thank you very much for your understanding and patience and time. We wish you a wonderful day! :) For any other questions about our products or your order, please email our customer service (EMAIL: [email protected]). They will try their best to help you. Best regards. SILK MAISON Customer Service

Response from Silk MaisonFeb 11, 2022

Dear Umal. Thank you for your feedback on Trustpilot! We are very sorry for not getting back to you in time as we were on holidays last week (January 31st-February 6th). Because our customer service fellow have just started work on February 7th, they are trying to deal with the holiday backlog of emails from our customers one by one. :( However, we noticed that you placed your order on 7 February and then you sent us your first email on 8 February and we replied to your email two days later (we apologize for making you wait two days to see our email reply). So it WAS NOT A WEEK from the time you placed your order to the time you heard from us. It is truly unreasonable as a business to keep you waiting, but please be realistic when you post criticise or comments about us. Thanks a million for your understanding and listening. Please don't worry. We have informed our customer service to process a full refund for your order and you will receive a confirmation email from them shortly. Thank you for your time. Have a nice day. :) For any other questions about our products, please email our customer service (EMAIL: [email protected]). They will try their best to help you. Best regards. SILK MAISON Customer Service Department

Response from Silk MaisonFeb 11, 2022

Dear Yoka. Thank you for your feedback on Trustpilot! We are very sorry for not getting back to you in time as we were on holidays last week (January 31st-February 6th). Because our customer service fellow have just started work on February 7th, they are trying to deal with the holiday backlog of emails from our customers one by one. :( We are so sorry that your order was sent out without proper confirmation as we did not see your email in time. But please don't worry, our products are sold all over the world and therefore we have a warehouse for returns in Germany. So if the size XXS coat doesn't fit, you can return it to us and we will reimburse you for the return shipping costs. Regarding the tracking of your order, we have informed our customer service to help you with this. Again, we apologize for any inconvenience this have caused you. We also appreciate your understanding and patience. For any other questions about your order or our products, please email our customer service (EMAIL: [email protected]). They will try their best to help you. Have a pleasant day! :) Best regards. SILK MAISON Customer Service Department

Response from Silk MaisonFeb 10, 2022

Dear Kenda, Thank you for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant and sorry for not getting back to you in time. Our company is indeed based in the USA, it's just because we mainly make silk products, we have chosen to locate our factory in China. The silk here is the best. We apologize that this may not be very clear on our website, but please be assured that we will improve accordingly in the future. About your reference to "an international transaction fee labeled Hong Kong", which method of payment did you use to pay for your order please? This may the transaction fee that your bank charging you. So please check with your card issuer for details, our platform will not charge you any further fees after you have paid for your order. And please contact us the next time you encounter such a "fee" to avoid unnecessary losses. And regarding the "three times emails" you mentioned, we are sorry we just received 1 email from you and our customer service team have replied to your email yesterday. Please check your mailbox. If you do not want this product that from China, please email our customer service and they will be happy to help you cancel your order and refund you. Thank you for your understanding. For any other questions, please email our customer service. EMAIL of our customer service: [email protected]. Best regards. SILK MAISON Customer Service

Response from Silk MaisonFeb 9, 2022

Dear Jane, Thank you for your feedback on Trustpilot! We are sorry for not getting back to you in time as we were on holidays these days. Please don't worry, our customer service fellow have been working very hard to respond our customers' emails one by one (as they had a backlog of emails during the holidays). Please also trust us, they will reply you and help you as soon as possible when they see your email. If it is convenient for you, could you please tell us your order information so that we can ask our customer service to process your order? Thank you for your cooperation in advance. For any further questions regarding your order or our products, please email our customer service. They will take it further for you as soon as they see your email. EMAIL of our customer service: [email protected]. Hope you have a nice day! :) Best regards. SILK MAISON Customer Service