Silk + Snow Reviews 

On September 30, 2026 I ordered an adjustable bed frame and mattress. On Oct. 12 I received a notice that the bed frame had been shipped. However, the tracking showed that the package never made it to FedEx, just "shipping label created". I reached out to the company on Oct. 18 and was told that FedEx never picked up my package and they would have to reorder the frame for me, but now their stock was depleted and it wouldn't ship until approx. Nov. 30. I expressed my confusion. If my package wasn't picked up, it should still be there. They said when it wasn't picked up it was likely restocked and shipped with another person's order. Of course this made no sense to me, but they left me with no other option but to wait even longer and hope that I eventually get the frame that I've paid for. Very poor customer service.

I ordered a sheet set from Silk & Snow on Oct 5. Processing was supposed to take 2-4 days. By Oct 19 I had not received my order and had no contact from them. On their website I tried the “chat”. It was useless, kept sending me in circles asking the same questions over and over with no answers from them. I then phoned customer service and was told that when my order had been received they had just run out of the items and they were no longer available. There was no answer from them as to why I had not been advised at that point. Needless to say, I asked for a refund and email confirmation of our phone conversation. I will not be ordering from them again.

Overall, I have been incredibly happy with my Silk & Snow experience. I recently purchased several pieces to refresh my bedroom and bathroom, and I have been so impressed with the quality, comfort, colours, and overall feeling of luxury that many of these products bring to my home. I especially appreciate the beautiful, understated aesthetic that Silk & Snow offers. The pieces feel thoughtfully designed and make it easy to create a bedroom that feels both elevated and comfortable.

I also want to give a special mention to Manon, who was incredibly helpful throughout my experience. Her assistance made the process so much better, and I genuinely appreciated her support. Excellent customer service makes a difference, particularly when making a larger purchase, and Manon deserves recognition for being so helpful.

So bummed to be writing this but this bed frame we bought is a total piece of shit, I stupidly thought spending a little more money would mean better quality, but the thousand plus dollar bed frame is really about a 300 dollar bed frame.

It came chipped, damaged and with no instruction on assembly.

I’m a luthier and carpenter for a living, really upsetting knowing people are paying this for such crap. Including myself unfortunately.

Terrible experience for the money. Literally, buy the Amazon bed if you’re looking at these. They are CRAP.

I wish I'd have read Trustpilot reviews before purchasing. My issue, as with others, is the lack of communication around my order, lack of response once I submitted a ticket, under-delivered on timeframe, and ultimately there was another delay of 3 days on delivery. Not a great experience.

The service has been excellent. The mattress and sheets are the best I’ve ever had. I would highly recommend Silk and Snow to family and friends.

I ordered the Aire bed frame with storage on August 25th. The product page said “In Stock & Ready to Ship.”

After the order I received no shipping updates. When I contacted support to ask what was happening, they told me the item was backordered and wouldn’t arrive for about two months. Meanwhile, the same product page still said “In Stock & Ready to Ship.”

I asked whether they would offer any compensation for the delay. They said I first had to wait until the frame was delivered. I’ve never had a company require delivery before it would even discuss a problem with an order.

When it finally arrived, the fabric cover on the frame had heavy creasing. I followed up as instructed and was asked to submit photos and wait 2–3 more days for their team to review my request. I then asked to speak with a manager several times. Eventually support told me they had spoken with one, and offered $120 on a frame that cost me $1,480.70.

After a nearly two-month wait, I received a frame with a heavily creased cover. The company advertised stock it didn’t have and stayed silent until I chased them. It then took repeated requests for a manager to get an offer of about 8% of what I paid. If you order, assume the “In Stock” label may not be accurate, and expect to fight for basic accountability.

We placed an order and were notified an item was out of stock and would not ship. Customer service provided support and got us sorted with a new order, refund and shipment for the replacement item. The duvet, duvet cover, and sheets are wonderful! We look forward to bedtime every night!

My nightmare with Silk & Snow continues, and I want to warn anyone thinking of buying from them.

After being promised fast shipping in-store, I ordered on October 7 and am still dealing with a fragmented, unbuildable bed frame. To make matters worse, I had to **take an entire vacation day off work** today waiting for the rest of my order to arrive, only to be completely let down.

For comparison, I had a separate delivery scheduled for my mattress and adjustable platform (which need to sit on this bed frame). That company successfully accommodated schedule changes twice—for a fee, which Silk & Snow should have covered given this mess. Meanwhile, UPS **guaranteed** the remaining boxes of my bed frame would arrive tonight. Not only did they completely miss the mark, but the tracking status now arbitrarily reads *"Reschedule delivery requested,"* leaving me completely in the dark with no idea when my bed will actually show up.

When you contact Silk & Snow support, you get brushed off with excuses that this is "completely normal" while they hide behind rigid policies instead of helping you.

Between Silk & Snow’s asinine decision to ship a single piece of furniture in separate, staggered boxes, and UPS outright lying about delivery guarantees and wasting a paid day off, this has been an infuriating experience. **Save your money, your time, and your sanity—stay far away from Silk & Snow.**

I had an excellent experience with this company!

My bed has been broken for over a week. I am disabled and cannot safely remain in the stuck upright position. I have been blown off by customer service repeatedly despite my diligence in documentation and troubleshooting. Because of the way you treat me I am unable to live with dignity and am on the verge of medical crisis. I asked could you try mailing certain parts that may fix it. No. I ask how to safely move the bed to flat (for my caregiver to do). No. You offer no help. No acknowledgment. You send nothing. My body is in agony. I did not buy an adjustable bed and special mattress as a luxury. It is a medical necessity. You are injuring me. I am letting everyone in my extended disability social networks know how you treat me so they do not turn to you for adjustable bed as I did

Quality adjustable pillow! Outstanding customer service! They cared about me as a customer and what my needs were. Communication and shipping were excellent! One of my best experiences when shopping online. Thank you!

Fast delivery. Responsive customer service when I wanted to switch two orders to a bundle. Great quality products.

Ordered 2 platform beds. Received the wrong parts. Reported the issue 2 weeks ago. The support agents have not offered to fix the issue.

I purchased beds, mattresses and furniture! Last item purchased was a nara 5 drawer dresser, which was completely unusable due to a manufacturing error! They were nice on the phone but basically had no interest in helping me, so I paid 600.00 to have a cabinet maker repair it. Don’t fall for all the “buy Canadian” hype, as at the end of the day they have a dump and run delivery that drops ptoduct in your driveway. In their defense, their mattresses and bedframes are very good, but their aftersale customer care is dismal!! I would recommend that if you plan to buy furniture, buy from a trusted source that stands behind their products and offer delivery and set up! I give them an overall poor rating for customer service and followup!!

I had to make a change in the order and delivery nd they dealt with it in a friendly manner and very quickly.

Pleasantly surprised by how quickly my call was answered by a « real person ». Appreciated that.

These days, across various industries, we are used to customer care standards that are long, long waits on automated calls dealing with bot assistance first and having to go through multiple choice levels before we get connected to the right department.

How refreshing that Silk & Snow’s customer care line was prompt in answering, resolved the issue within moments of speaking with someone. It’s the way customer service should be everywhere. 5+/5 star rating. It was less than a 5 minute call to get an issue resolved. Keep doing what you are doing Silk & Snow!

Update - Oct.5/26 received my mattress and it’s so comfortable, even on the very first night. I ordered a Hybrid Med-Firm. Would recommend this brand.

Manon, the customer service rep was friendly, responsive, very helpful, and provided an excellent solution for my requirements! So much so, that I am buying a second mattress and topper combination for our other bedroom!

Made an order. Attempt to cancel order within the 3 hours specified on their website. Customer service tells me that the order has been automatically shipped and that i have to wait to deny the order when it arrives on the property despite following their instructions. Received a text saying that it will arrive at 130pm. Package arrives an hour earlier than stated, giving no opportunity to return. Quality of product substandard given price. Worst customer service experience of my life.

Misrepresented claims about availability, terrible order process and bad customer support.