I would actually award 5+ for Customer Service but deducted a star as the dress was puckered in a couple of places and had to be returned. Chat box did not understand that I wanted to return the faul... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Bought 3 dresses for a ball. All beautiful but sizes were different despite ordering the same size for all 3. The website will say true to size but I find you need to buy 2 sizes to be sure. Delivery... See more
Company replied
Reasonably priced garments for fashion but why does it take so long to receive them? Still waiting for my holiday garments it’s been over 10 days and unable to track shame next day delivery is not... See more
Company replied
Used to really like SilkFred, but recently the quality of products I have received has gone down (either poor quality material or the fit just isn't as expected)... such that I returned everything o... See more
Company replied
Company details
Written by the company
Hi, we’re SilkFred! Together with our community of over 500 independent brands, we bring you unique, affordable, spirit-lifting fashion that you won’t find anywhere else. Know the thrill of discovering original styles that look great and make you feel confident? Well, that’s in our DNA – and we do the sourcing, so you don’t have to. Here, everything starts with you. Trends aren’t our thing – instead, we listen to what our customers want in their wardrobes and deliver it, alongside practical styling tips. SilkFred was born in 2011, underpinned by a vision of a fashion ecosystem that puts the joy back into online shopping and allows independent brands to thrive. From small beginnings, we’ve grown a million-strong following, created a website and app that our customers love, and built a personal service that will never give you a copy-and-paste response, or cookie-cutter clothing. Whether you fancy having a browse, giving us a follow, or dropping us a line to say hello, it’s a pleasure to meet you. Let's get to know each other!
Contact info
United Kingdom
- hello@silkfred.com
- silkfred.com
3.7
Average
15K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 83% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Fantastic
Fantastic, I had a problem with one of my orders and the customer services was absolutely brilliant
August 11, 2025
Unprompted review
Reply from SilkFred
That's so great to hear! Thank you for leaving us a 5-star review!- Faye@silkfred
Ordered 3 items and returned 2 items…
Ordered 3 items and returned 2 items over a month ago. No refund received and no update other than they’re waiting for the return. It doesn’t and shouldn’t take a month to receive returned items and process a refund. I would avoid completely and order from elsewhere.
July 4, 2025
Unprompted review
Reply from SilkFred
I’m sorry to hear you’re awaiting a refund. I’ve requested some further information from you, and as soon as it’s received, I’ll look into this further for you. – Faye @ SilkFred
Reply from SilkFred
Thank you for leaving us a review, Suzy!- Faye@silkfred
Great communication and proactive…
Great communication and proactive updates. Didn’t have to chase once. Very friendly and helpful.
August 11, 2025
Reply from SilkFred
Thanks so much for your lovely review! We’re so pleased to hear you felt looked after and kept in the loop – that’s exactly what we aim for! Faye@silkfred
Refund not received
I received emails stating my returns (£165 worth) had been received on 20th July and that refunds would be processed within 14 days.
It is now 11th August and still no refund. I will be contacting my bank to see what legal rights I have and never purchasing or recommending Silkfred again
August 11, 2025
Unprompted review
Reply from SilkFred
Thank you for confirming your details. I can confirm that your refunds were processed on the 11/08. Any funds should appear on your bank statement within a few working days (Please note that refund timescales are dependent on your card provider and are outside of our control) Thanks- Faye@silkfred
Disappointed with the dress it wasn’t…
Disappointed with the dress it wasn’t as it appeared in the pictures.
July 30, 2025
Unprompted review
Reply from SilkFred
Thank you for leaving a review, Kate. I’ve requested some further information as I’d really like to explore this further. I look forward to hearing more from you. – Faye@silkfred
Returned 3 items from the 4 items I had…
Returned 3 items from the 4 items I had returned them on 21/7/25, it’s now 10/08/25 & I’ve still not had a refund for the items. Email states 10 working days from 28/07/25, which would be 08/08/25.
Not good enough.
In response to the reply, my email actually says do allow up to 10 working days, not 14. 10 working days would be 08/08/25.
July 7, 2025
Unprompted review
Reply from SilkFred
I can see your refunds were processed today. Your returns were received on 25th July, and we do ask that you allow up to 14 working days for them to be processed. I’m pleased to let you know this has now all been completed for you! If you need anything else, please get in touch with us via our website.-Faye @ SilkFred
Very good customer service
Very good customer service. Sorted my problem out straight away
August 9, 2025
Reply from SilkFred
Thank you for taking the time to leave us a review!-Faye@silkfred
Excellent
Good quality products at reasonable prices. Customer service is excellent. Quick response to a query and excellent service.
August 9, 2025
Reply from SilkFred
Thank you so much! We’re so pleased you’re happy with the quality, prices, and our customer service- Faye@silkfred
Refunds!!
Refunds!!
The delivery and clothes are good!
However!!!!
Just like lots of other people, I returned goods a month ago, received an acknowledgment and I am still waiting for my refund!!
No way to contact them except via a bot, which I’ve done.
No reply and no refund
August 9, 2025
Unprompted review
Reply from SilkFred
Hi Lauraine- Thank you for your patience. I’m pleased to see your refund has been processed. The funds should appear on your bank statement within a few working days. - Faye@silkfred
Bought a beautiful dress which fits…
Bought a beautiful dress which fits perfectly and makes me feel good when I wear it. It arrived very quickly and the service was excellent
July 8, 2025
Unprompted review
Reply from SilkFred
We love hearing this! 💛 So glad your dress fits like a dream and makes you feel amazing- Faye@silkfred
My problem was dealt with so quickly…
My problem was dealt with so quickly and effectively.
August 8, 2025
Reply from SilkFred
Thank you for leaving us such a great review :-)-Faye@silkfred
Occasion dress
Bought a dress for my son's wedding in the USA. A floaty, chiffon effect with beautiful colours. I've had so many wonderful comments of how lovely it looked when I wore it :) It's a fantastic dress which I can wear again and again. A great price too!
July 21, 2025
Unprompted review
Reply from SilkFred
Thank you so much for your lovely review! We’re glad to hear the dress was such a hit for your son’s wedding and that you received so many compliments. It sounds like the perfect piece to enjoy again and again — Faye@silkfred
Tried to update my original review but…
Tried to update my original review but it wouldn't let me. We received a refund the day after I posted on Trust Pilot and was asked to email Faye@silkfred
August 6, 2025
Unprompted review
Reply from SilkFred
Thank you for taking the time to update your latest review. I am pleased your refund has been processed and if you need any further help, please don't hesitate to let us know- Faye@silkfred
Excellent customer service I received…
Excellent customer service I received from Helen
August 1, 2025
Unprompted review
Reply from SilkFred
Thank you so much for your lovely feedback! It's great to hear Helen provided excellent customer service — we'll be sure to pass this on to her– Faye @ SilkFred
Great quick delivery
Great quick delivery, fabulous dress nice quality!
July 2, 2025
Unprompted review
Reply from SilkFred
Thank you so much for your lovely review! We're thrilled to hear your dress arrived quickly and that you’re happy with the quality. We hope you feel fabulous wearing it — that's what we're all about!– Faye@SilkFred
Had a query about an item… was answered very quickly. Very impressed!
Great experience
August 4, 2025
Reply from SilkFred
That's great to hear, Jackie! Thank you for sharing your experience with us- Faye@silkfred
Really clear guidance
Really clear guidance and quick responses.
Effective solution to my problem found.
August 4, 2025
Reply from SilkFred
Thank you so much for your kind feedback — we’re really glad we could help!- Faye@silkfred
Returned items 3 weeks ago
Returned items 3 weeks ago. No refund, unable to contact them. Out of pocket by £154. Disgusting company. Will never use again
August 4, 2025
Unprompted review
Reply from SilkFred
I’m sorry to hear you’re still waiting for a refund. I’ve requested some further information so I can look into this for you. - Faye@silkfred
Reply from SilkFred
I will pass this on to Helen for sure! Thank you for leaving her such a great review- Faye@silkfred
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