Silk + Snow Reviews 430

Your team of experts took the time to evaluate my request properly and the service afterwards went very fast.
From the zero invoice, to the shipment notice and tracking info and finally delivery.
Your products all worth being known since they are amazing quality.

I had a shipping issue and it was solved right away!

Intentionally difficult return process, obscured reviews, pictures do not match product, bed frames are not made in Canada (made in Malaysia), but are marketed as Made in Canada.

Within 4 months of receiving the Nara bedroom set (two nightstands, one 6 drawer dresser and one 5 drawer dresser), we had to exchange the 5 drawer dresser three times and the 6 drawer dresser once, all due to quality issues. The wood splits (the cracking is audible) and drawers get stuck making them unusable. I was informed that quality issues related to the dressers are common although there’s no mention of them in reviews on the silk + snow website. Turns out they don’t accept negative reviews, “All reviews are subject to approval.”, so I’m sharing this here. It would have saved me countless hours dealing with exchanges and refunds.

horrible return process and customer service... they make it impossible to return anything and takes 2 months to get your money back.

Customer service has been responsive and accommodating. An item in our shipment arrived damaged and was quickly replaced without hassle.

Product was fine, though my wife didn't like the color. I'm writing this because I emailed them to start a return and it's been six days and they haven't gotten back to me. Now on with their chat window and it's taking FOREVER. Clearly they are either stuck having to respond to too many windows, or this representative is incompetent and unresponsive. Either way, this has totally turned me off to this company.

It has been an absolute nightmare. I’m so disappointed that I have to write this review. I kept being patient, trying to support a local Canadian company. The quality of the mattress is great but their customer service & logistics has been a nightmare. Less than 24 hours notice for a mattress delivery is impossible for a single women in a condo. My first mattress had marks on it when it arrived and it took ONE MONTH to get a new mattress. I had to sleep on an air mattress, ended up getting the worse back pain and had to move back to my parents while waiting for the replacement mattress to come. They said 4-5 business days, it took 10. It takes 2-3 business days for customer team to reply to my email. I’m waiting for my new mattress. There is no tracker when it says it is shipped. You get a random text less than 24 hours from their logistics team… expect you to drop your life, your work to be present to accept the mattress at a condo. Do not purchase from here if you live in a condo.

Customer service was very friendly and cooperative. They made the process smooth, easy, and quick. They were understanding of our issue and were very helpful and kind. I was very satisfied with our experience. I would definitely go back again in the future for any furniture needs.

I placed an order for a bed clearly listed as "in stock and ready to ship." Understanding the holiday season, I carefully reviewed their processing timelines and allowed six business days for fulfillment, consistent with their stated estimates. However, by day 8, my order still had not shipped.

The most concerning part of this experience is that the company never reached out to me. At no point did they send a proactive notice regarding a delay; if I hadn’t taken the initiative to contact customer service myself, I don’t believe anyone would have ever explained why my order was stalled. Upon reaching out, I was told the item was not actually in stock and wouldn’t be for another two weeks (information they clearly has but chose not to share for whatever reason).

Over the following weeks, I was forced to repeatedly follow up just to get basic status updates. Around January 20 (more than 20 days after my initial order), I was told the item was finally in stock and just needed "processing." Given that I had already been waiting for three weeks, it was difficult to understand why additional days were needed for a "ready to ship" item, but I allowed more time.

The very next day, the communication became even more nonsensical. I received a confusing email stating the restock window was now January 19–30, despite the 19th already having passed. This contradicted what I had been told just 24 hours prior. Throughout this entire ordeal, their website continued to list the product as “in stock, ready to ship,” even while customer service admitted they had no inventory. Their explanation was that the stock for the full bed frame was not aligning with the stock for the base; they lacked the base, meaning my order could not be fulfilled. Even 30 days later, they still have not updated this on their website. Silk & Snow will happily take money for items they cannot fulfill within their advertised timelines!

When I expressed my frustration, they offered to cancel the order, which doesn't help me much at this point. Furniture requires research and planning. I intentionally timed this purchase around a move for a new job so my home would be set up before my schedule got busy. This was the first item I ordered for my new home, and while items I purchased weeks later have all arrived, the bed is still missing. A refund does not give me back those weeks of planning or the disruption to my life—including the fact that my mattress has been sitting on plastic on the floor, for weeks.

It needs to be emphasized: they never once proactively communicated that my order would be delayed. They seemingly felt that a 20+ day delay did not warrant an explanation. I have never had this experience with literally any other store. They tend to say ~something~ when something takes a month longer than expected!

I cannot comment on product quality because I still do not have the item. Be warned: if they tell you shipping will take five days, it may actually take 30 or maybe even more. If you want to be confident you'll receive your order on any sort of known timeline, probably try elsewhere.

The percale sheets have a nice feel and are comfortable, but the pillow cases are short and don't fully cover standard pillows.

Ordered "The Move in Bundle" on January 1st. I had to discover on my own from the shipping email that the bath towels were discontinued - no communication whatsoever from the company. When I contacted customer service on January 10th, they told me I'd need to wait for the item to return to their warehouse before getting a refund. On January 22nd, I received an email offering to switch to the Plush version at no additional cost. When I reached out to accept this option, I was told it was an error and I shouldn't have received that email.
After multiple mistakes on their end, the reasonable thing would have been to make it right by letting me get the Plush version. Instead, nothing. Just dismissive responses and a refund that should have been processed immediately from the start.
Zero effort to fix their errors or retain a customer. Very poor service overall. I won't be ordering from them again.

Purchased a bed frame in mid-November. Delayed our shipping date 3 weeks beyond the initial promise at time of purchase. Was further delayed beyond Christmas... and new years day... Staff both in the Yonge Street store and in calls to customer line were unable to offer us accurate or reliable delivery dates on multiple occasions. They truly could not tell us when to expect the delivery or why it was delayed. Planned to stay home for multiple days to expect delivery or service that did not arrive.

They offered no compensation or discount for truly unpredictable service. Would not recommend this terrible delivery and customer service experience to anyone.

There was an issue with my delivery and the customer service team sorted it out without any issues! Great service and I love the products!!!

Wonderful customer support and ethical products

I just made up my bed with fresh sheets on the newly received Silk and Snow Organic hybrid plush mattress. I know I'll have a wonderful sleep tonight.
There were a few delays in getting the shipment because I did an exchange on Dec.26, 2025, returning the medium organic hybrid for the plush. There was a 15% Boxing Day sale so I was thrilled about the savings.
I waited about 2 weeks and then S&S and FedEx notified me of a delivery arriving on the morning ofJan. 16. That was on hold until today Jan.20 because the box was damaged and for other reasons I don't really know. That was somewhat frustrating but every time I called S&S customer service the representatives were unfailingly professional and helpful.

I would recommend that S&S build into their system automated updates so when a shipment fails to show, the customer isn't left wondering what the cryptic FedEx lingo "delivery exception" on their tracking website means.

On Jan. 16, I had made sure that I was home in the morning to buzz the FedEx team into the apartment building rather than have them drop off the heavy box outside the door. When FedEx failed to show up between 9:30 am - 1:30 pm, I saw "delivery exception" in the tracking update. I waited until 5:30 pm in case FedEx sorted things out.
Then I called S&S to learn that the package was damaged and it would be re-sent later. Frustrating but probably a good opportunity to lower cortisol levels and learn more patience.

But all is good now because I managed all by myself to unbox the 117 lb mattress (about what I weigh) and get it onto the bed frame.

The upshot is that Silk and Snow makes a beautiful product. I had researched umpteen companies, read a ton of online reviews and bounced on various mattresses at brick and mortar stores including S&S.
What I love about my new mattress is that there's zero smell, I can sleep on it right away without waiting 72 hours and that it's organic, fairly priced and made in Canada.

I ordered from this company last month. Took until after the holidays to ship (which is fine) but shipped using Canpar which is the worst shipping company, and product hasn’t moved for 10 days. Multiple attempts to reach Canpar. I have been trying for days to reach Silk and snow, and get emails saying they are working on the issue and to wait. At this point, I am done waiting. If I don’t hear anything by tomorrow, I am issuing a chargeback. At this point the product itself could be amazing and I wouldn’t care. The shipping and customer service sucks.

Our furniture arrived quickly. There were some scratches noted on arrival that occurred in transit. The company graciously offered me a 10-15% refund + free stain kit to remediate the damage. I am completely satisfied and would highly recommend Silk & Snow for its prices, quality, customer service, and ease of ordering.

Terrible products and terrible customer service. I've been waiting to hear back from their customer service for 2 weeks.

I bought 2 beds and 2 mattresses from this company. Their products came damaged and not considered brand new. One of the products has mold on it. Their replacement was also damaged. I've returned their products and it's been more than 2 weeks since their customer service replied.

It took more than a month for their customer service to sort things out with me.

Their products looks great but it is so flimsy.

The company claims "The company is known for its focus on quality, transparency..." I experienced neither.

Ikea beds packaged in a similar manner were much more durable. It's like Silk and Snow's beds, aside from the base are made from toothpicks.

We ordered a mattress and it was ripped in two places when we took it out of the box. I filled out a form which indicated someone would reach out in 4 or 5 business days. 10 days later I heard nothing so I called and they said it's just cosmetic and won't change the performance of the mattress. Are you kidding me? I didn't pay $1400 to receive a ripped mattress...I wouldn't have bought it if that was the case. They said they would replace it but then it would be a final sale and I would have no warranty. No thanks Silk & Snow...how disgusting!!