Silk MaisonReviews of silkmaison.com

Response from Silk MaisonFeb 8, 2023

Dear Kathi, We have verified the details with our customer service staff. They have given you a refund of $156. You misunderstood the refund email we sent you. $134 is the money left in your account not the money refunded to you. The customer service staff also sent you the detailed refund details. Please confirm. Best regards. SILK MAISON Customer Service Team

Response from Silk MaisonFeb 7, 2023

Dear Sue, As we explained to you previously, because you were unable to provide customer service with the return tracking number they repeatedly highlighted, they were unable to process your refund. In addition, you were unable to provide any proof that you returned the product. The invoice and receipt numbers you provided to customer service are information related to the order you placed, not the package you sent back. They do not help you get a refund. You also initiated a dispute with the bank but the bank ruled in our favor. So the fact is that you failed to provide valid information to get a refund, not that we refused to process it for you. Thank you for your understanding. Best regards. SILK MAISON Customer Service Team

Response from Silk MaisonFeb 10, 2023

Dear Veronika, We are sorry that we could not give you a satisfactory shopping experience. They have refunded you for the package that was returned. The other package is showing as having been delivered and the customer service staff has provided you with the delivery information. If you have any further questions, please contact them so they can solve your problem. Thank you for your understanding. Best regards， SILK MAISON Customer Service Team

Response from Silk MaisonFeb 3, 2023

Dear Sonya, We are sorry that you had such an unpleasant shopping experience. You did not leave a valid message, so we do not know the details of your order. Our return policy is clearly stated on our website that we will offer the postage of return if items received are incorrect, damaged, or faulty goods. Normally, customers will need to pay for shipping using the carrier of their choice if there are no above questions. Hope you can understand. We always put the customer experience first and will continue to make improvements. Best regards, SILK MAISON Customer Service Team

Response from Silk MaisonJan 31, 2023

Dear Vi, We are sorry to have made your shopping experience so unpleasant. We have verified the details of your order with our customer service staff. Regarding the shipping issue you mentioned, your order was split for shipment and the first package was sent out on Jan 2 and you wrote to them on Jan 8 asking for a full refund. Customer service staff can only tell you that the first package has been shipped so they can't refund the full amount for you. But they helped you cancel the unshipped item and then tell you return the first package if you don't need it upon receipt. The package was sent out before you requested a refund, not immediately after you requested a cancellation as you may think. Because customers are responsible for their own return shipping costs, we have set up a U.S. warehouse to facilitate returns and save customers money on shipping costs. If you have other requests for your order, you can give your thoughts back to customer service and we are sure they will continue to process it for you at the first opportunity. Best regards. SILK MAISON Customer Service Team

Response from Silk MaisonJan 31, 2023

Dear Erika， We are sorry to have made your shopping experience so unpleasant. The return policy on our website is clearly written that we will offer the postage of return if items received are incorrect, damaged, or faulty goods. Normally, customers will need to pay for shipping using the carrier of their choice if there are no above questions. The reason for your return is a sizing issue so the return shipping costs will be your responsibility. We also make it clear that the $18 shipping fee is non-refundable because when we send the package to you and you receive it without incident, the shipping fee has done its job and is charged by the logistics provider. We have refunded all the money you paid for the clothes. If we are deliberately cheating you, then we will not write every policy clearly on our website but directly deduct your money privately without your knowledge. Thank you for your understanding. Best regards. SILK MAISON Customer Service Team

Response from Silk MaisonJan 31, 2023

Dear Miranda， We are sorry to have made your shopping experience so unpleasant. We apologize that you received a defective product. However, the customer service staff also actively processed your return for a refund and reimbursed you for the shipping costs. Since all the money you paid was refunded to you, the customer service staff needed to reimburse you for the shipping costs by transfer. The total shipping cost on the invoice you sent was $22.45, which was fully reimbursed to you. You can also clearly see this in the screenshot that the customer service staff sent you. You mentioned that you were charged a small fee by PayPal and not deducted by us so you should ask PayPal what this fee is. We don't know why PayPal charged you this fee. Because you're not the only customer we've dealt with who has been reimbursed for shipping, but no other customer has had this happen. Thank you for your understanding. Best regards. SILK MAISON Customer Service Team

Response from Silk MaisonJan 31, 2023

Dear Customer, We are sorry to have made your shopping experience so unpleasant. Our email customer service guarantees to resolve customers' issues on the same day they send the email, so there will be no situation where you send an email and they ignore it or don't respond. If there is a holiday, they will also handle all emails one by one. Please provide us with your order number or other valid information. We will send the information back to our customer service staff so they can verify the situation and contact you. We are confident that they will take care of it for you the first time. We always put the customer experience first and will continue to make improvements. Thank you for your understanding. Best regards. SILK MAISON Customer Service Team