I have previously ordered quite a few things from Ailk Maison. A cashmere coat, two pairs of silk pajamas, a blows, a wool jacket and eye masks. That all went smoothly. The quality was al... See more
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This is an absolute disgrace. My order was supposed to arrive in July, but it never did, and they still haven’t refunded me. They’re hiding behind excuses, claiming staff changes and that people left... See more
Bad customer communication, delays in shipping that were definetley not made clear pre-purchase. Dress arrived super creased. Although the design itself is nice, the quality of the fabric is thin loo... See more
Company replied
After reading all the reviews I really didn’t expect anything! HOWEVER (to my own surprise) I actually did receive my order yesterday (8th January), that I ordered back in mid-December. The quality... See more
Company replied
Company details
Written by the company
Silk Maison strives to enhance your life-wear using luxurious silk accompanied with our elegant design, allowing you to look and feel effortlessly glamorous. Every piece of design incorporates contemporary aesthetic and classical tradition, blending into the collections that encapsulate an entire look from day to night, city to home.
Contact info
1625 Mid Valley Dr, Ste 1 Steamboat Springs, CO 80487, USA, 80487, Steamboat Springs, United States
- +1(484)3709774
- support@silkmaison.com
- silkmaison.com
No product, no refund, no response.
Placed my order over one month ago (#86679) This was only ever processing, and never shipped. At this point I am only interested in refund. My original messages were understanding and neutral, though at this point I am frustrated. Every email I have sent this week has gone unanswered (support at silkmaison.com, so please don't request me to email this account. I already have, you can reply to me). Pretty sneaky business practices. Im not interested in an apology, excuse, or explanation, just a refund. I hope to see my money back into my account sooner rather than later.
February 12, 2022
Unprompted review
Reply from Silk Maison
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: support@silkmaison.com). They will try their best to help you.
Best regards.
SILK MAISON Customer Service
I placed an order
I placed an order
I placed an order, and was told it would be shipped within 7-14 business days. I have my bridal coming up, at the end of the month. I received an email after waiting for almost a week telling me the dresses will be ready at the end of February and beginning of March ( which is past my bridal). When I asked for a refund I received no response. This is not only unprofessional but truly an inconvenience shopping with silkmaison. Order number 96486
February 11, 2022
Unprompted review
Reply from Silk Maison
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: support@silkmaison.com). They will try their best to help you.
Best regards.
SILK MAISON Customer Service Department
Catastrophe!!!
Catastrophe,
I desperately waiting for an answer from my emails, DM and comments on Instagram and NOTHING. When I placed the order I realized right after that the coat might be too small and I emailed you to know if you can change for a size bigger or cancel my order and will make a new one. You completely ignore my request and ship my order the day right after with an incorrect tracking number. For 3 days I am trying to track my order and it doesn’t work. No emails or whatsoever from you guys I am fed to chase and I would like you reach out for me!! Don’t tell me to check in my spams, there is nothing
February 10, 2022
Unprompted review
Reply from Silk Maison
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: support@silkmaison.com). They will try their best to help you.
Have a pleasant day! :)
Best regards.
SILK MAISON Customer Service Department
Regretful experience
I don't believe I only ordered the top, and it is hard to disprove since the company never sent me a confirmation of my order so there is nothing to reference. If it was just the top, then I will say the advertising was misleading, as both pieces were shown with no indication that the $160 fee was for just one piece. I will be returning the top though am still waiting to hear from customer service as how to do this.
Edit 2/12--
Can someone from customer service please respond to my emails and give me a return address before the short return window closes?!
Edit 2/14--
Still no response from customer service.
February 10, 2022
Unprompted review
Reply from Silk Maison
Dear Daphne.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant and for the delay of your order.
We are sorry about the packaging issue you mentioned, we will focus on improving the packaging of our products in the future.
Regarding the wrinkles, please follow the "Silk Care" instructions on our website and you will be able to wear your Nightgown as normal once they have been properly treated.
We apologize for any inconvenience this may cause.
And with regard to your mention about the "bottoms to the set", we apologize that you have only purchased the TOP of the pajama set but not the Pajama Set. Generally, our sets have the word "set" in their name on our website.
For any further questions about the product, please email our customer service EMAIL: support@silkmaison.com. They will handle it further for you as soon as possible.
Thank you for your understanding. We wish you a pleasant day! :)
Best regards.
SILK MAISON Customer Service Department
I’m disappointed with this company for…
I’m disappointed with this company for the lack of transparency, the inadequate operations department, and the poor customer support. First, due to my height and long limbs, I never order from companies that are based in Asia, because the clothing sizes are always too short. I’m 5’8” with long limbs. I searched the company’s website to ensure they were US based for sizing purposes only. After my purchase (#94123), I got a international transaction fee labeled Hong Kong. This infuriated me because no where on the site states that the company billing center is in Hong Kong. Transparency is important. After learning that the company is either in Asia, or virtually operates in Asia, I figured that the delay in my order was due to the Chinese New Year. However, after emailing support@silkmason three times and DM’ing on Instagram twice, I’m convinced this company’s operations do not match the marketing efforts. I’m highly disappointed and will not ever order from this company again. Reputable companies do not behave in this manner. Customer service and reviews can either make or break this company’s ability to scale, and based on the reviews I’ve read on several sites, this company better hire a consultant to improve the loose ends or call their loses now.
February 9, 2022
Unprompted review
Reply from Silk Maison
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: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
DISGRACEFUL CUSTOMER SERVICE 3 EMAILS…
DISGRACEFUL CUSTOMER SERVICE 3 EMAILS AND NO RESPONSE FOR MY REFUND. I AM JUST ABOUT TO CONTACT PAYPAL & MY BANK TO TAKE ACTION. I AM ASTONISHED THAT A COMPANY IN THIS DAY AND AGE DOES NOT APPRECIATE THE VALUE OF FEEDBACK.
February 8, 2022
Unprompted review
Reply from Silk Maison
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: support@silkmaison.com.
Hope you have a nice day! :)
Best regards.
SILK MAISON Customer Service
Non existent customer service
Man, I wish I would have read these reviews before purchasing! I ordered a dress and blouse. They don’t fit and are not the quality I thought they were going to be so I emailed the customer service to return. NO REPLY! it’s been 4 days and I have yet to receive any communication from them. Seems like a scam, idk. I’m going to continue to email everyday. Poor poor service, will not be ordering from them again! Order #92377
February 8, 2022
Unprompted review
Reply from Silk Maison
Dear Becca,
Thank you for your feedback on Trustpilot!
We are sorry to that you are not satisfied with the product you received.
We are also sorry for not getting back to you in time as we were on holidays last week.
Our customer service fellow just got back to work on February 7th and because they had a backlog of emails during the holidays, they are now trying very hard to respond our customers' emails one by one.
And please don't worry, our customer service will get back to you as soon as they see your email.
Thank you for your understanding in advance.
For any other questions, please send an email to our customer service. They will take it further for you as soon as possible.
EMAIL of our customer service: support@silkmaison.com.
Hope you have a great day! :)
Best regards.
SILK MAISON Customer Service
refund please!!!
Hi there,
I would like a full refund on an item that still hasn’t been shipped to me or is still in processing. I’ve emailed multiple times, no one has replied and there is no call number as well. Please cancel my order that hasn’t shipped and give me my money back!!! I am not interested in purchasing anything from this company after reading the reviews. Since I can’t trust the customer service I don’t trust this “high end” product. Order number: 94723
February 6, 2022
Unprompted review
Reply from Silk Maison
Dear Meera,
Thank you for your feedback on Trustpilot!
We are sorry for not getting back to you in time. As we have mentioned in the auto-response email-we were on holidays these days.
Our customer service fellow just started work yesterday and they are now trying hard to respond our customers' emails one by one. As soon as they see your email, they will get back to you, so please don't worry.
Thank you for your understanding and patience.
If you have any further questions about your order, please email our customer service. They will take it further for you as soon as possible.
Our customer service EMAIL: support@silkmaison.com.
Have a lovely day! :)
Best regards.
SILK MAISON Customer Service
I would give the company zero star if I…
I would give the company zero star if I could! They have the most pathetic customer service and may be they are a scam!! I ordered a coat, the size wasn’t right so I returned it. They said they couldn’t track my return, but when I called the courier company they said the packet was delivered where it was supposed to! After that I wrote to silk Maison support and haven’t heard a word from them! It’s been more than two weeks!
I’m not sure if I’ll get my money back. But others beware!
February 5, 2022
Unprompted review
Reply from Silk Maison
Dear Suman,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
We are also sorry for not getting back to you in time as we have mentioned in the auto-response email-we were on holidays these days.
We are so sad to hear this. :(
But please be assured that our customer service fellow have been working hard to try to help you resolve your issue.
If it is convenient for you, please provide our customer service with a tracking link or proof of signature for your return package so that they can process your refund or exchange.
Thank you for your cooperation in advance.
For any other questions, please send an email to our customer service. They will take it further for you as soon as possible.
EMAIL of our customer service: support@silkmaison.com.
Hope you have a wonderful week! :)
Best regards.
SILK MAISON Customer Service
I have sent three messages to the…
I have sent three messages to the company to arrange and exchange but have not received a response. This is not how reputable retailers do business with their customers.
****responding to Silk Maison- my emails have all been sent to support@silkmaison, for my order 91053.
February 4, 2022
Unprompted review
Reply from Silk Maison
Dear Joanne,
Thank you for your feedback on Trustpilot!
We apologize to have made your shopping experience on our website so unpleasant.
Have you sent the messages to our customer service please? Generally, if you ensure that you have sent the emails to our customer service successfully, they will help you with your issue as soon as they see it.
If it is convenient for you, could you please tell us your order number? So that we can feed back to Customer Service and enable them to help you better resolve your inquiry.
Thank you for your understanding and cooperation. We wish you all the best and safe! :)
EMAIL of our customer service: support@silkmaison.com.
Best regards.
SILK MAISON Customer Service
White Silk Dress
I love my new dress. The colour is stunning and the length is perfect on me. Very happy!
January 30, 2022
Unprompted review
They are real thief
They are real thief! I ordered the wool coat on December 12, 2021. Till now, they did not send the coat… and they did not give the money back to me. I will write them everywhere.
January 20, 2022
Unprompted review
Reply from Silk Maison
Dear Ayça Yiğitalp,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
Looks like not a fraud (Edit# 2: just returned them goods and got a good reply, waiting for a refund)
Here is my first post in which I reviewed few days ago
(Hi, my order # is 85908. I still have 12 days to return my order. I have send you multiple emails to send me a return address but you are not replying. Are you a fraud? Tell me the return address here. Someone please help me and tell me their return address.
Edit: hey this is what I’m doing. You never reply back to my emails. I can see you reply same to all reviews here. But don’t take any action. This is fraud. Give me your return address here.
I WANT RETURN ADDRESS AND MY MONEY BACK YOU LAIRS)
My second review after the co contacted me:
(Edit#1: ok so finally the company has contacted me about the return issue and gave me the return address. That is why I have changed my rating from 1 to 2 stars. I’ll keep on changing the rating based on company’s further actions)
My third review after dispatching my goods:
(So I've dispatched my goods for a return and have sent a copy of the return receipt and a tracking number according to the company's requirement. I'm pleased to see a very good email reply from them which made me feel relax. For that I've changed my rating from 2 to 4 stars.
After this I am very much sure this company is not a fraud but it's new small business which needs some time to settle in. Let's see. I'll keep posting till the problem is resolved)
January 20, 2022
Unprompted review
Reply from Silk Maison
Dear zainab omer,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
My package shipped since November and I…
My package shipped since November and I still have not received it. Fed ex said it was sent back to the shipper. The customer service is doing nothing. I have tried explaining to them over multiple emails and nothing is being done to locate my package. They are basically stealing from customers. Do not trust this company. The customer service is non existent.
January 19, 2022
Unprompted review
Reply from Silk Maison
Dear Amanda,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
complete waste of money
Do not expect to be able to return your items. I had to pay 50 chf for a return shipment, just for them to refuse it and ship it back to me. So much waste of money and resources. I ordered a coat from them, and it definitely did not match the quality I expected - the wool is itchy and there is zero structure to the coat, it is very large and unflattering. I only tried it at home and it was therefore in perfect condition, they truly had no reason to refuse the shipment. I contacted the costumer service and am waiting for a refund, will update according to what the customer service answer.
January 14, 2022
Unprompted review
Reply from Silk Maison
Dear Ashley Hills,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
Refund order #84372
Fast delivery however the item looked completely different to the picture. And I have emailed them to return the item. However they are taking days to respond! If they reply after the 14 day grace period, will that mean I won’t be able to get a refund?
Why don’t they just allow us to process our own returns on their website? They don’t even give us an address to return it to! We can only wait for their reply.
They should be more transparent with their return policy and procedure for being such a expensive/luxurious brand.
January 13, 2022
Unprompted review
Reply from Silk Maison
Dear Hannah,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
No refund received Order: 74973
Well I've received my order after a couple of weeks but immediately wanted to return it after seeing the packaging and the product. I sent it back the next day. After like 2 weeks I got an email saying they can't find the package with the tracking number that I provided, then they accepted a Screenshot. After 1 week I got an email which said that my order has been partially refunded. Well...
It's been 5 days now and nothing landed in my bank account, which tells me they didn't do it. Even the slowest bank transfers are done in 5 business days.
January 13, 2022
Unprompted review
Reply from Silk Maison
Dear Lukas T,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
Wrong item received and difficult to get a refund
I received a dress instead of the top I ordered. Was not possible for them to express send me the correct item in time for the event that I ordered it for.
It's now been 1.5 months and I'm still waiting for my refund. First I had to send pictures of the wrong item, then pictures of shipment receipts and only after eight e-mails back and forth, I was told that I needed a PayPal account to get my refund. I have now created a PayPal account and are waiting for my refund.
Only good thing is that customer support replies pretty quickly, though they could've told med that I needed to send pictures of the dress, the receipts and create a PayPal in their first e-mail... or just on their website.
January 12, 2022
Unprompted review
Reply from Silk Maison
Dear Sofie Andersen,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
SCAM
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
I wrote a review and they replied with this to here. So I have been emailing them but still not getting any responses. This is hilarious that they don’t even check their email but want me to email them which no one responds to.
January 10, 2022
Unprompted review
Terrible customer service
I purchased a silk dress but the material looks so cheap and I was very disappointed. The photo on the website and actual item look so different.
I have emailed them numerous times for refund and send messages on Instagram and received absolutely no response.
January 10, 2022
Unprompted review
Reply from Silk Maison
Dear Jin Lyu,
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
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 questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
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