Silk MaisonReviews of silkmaison.com

Response from Silk Maison· Apr 15, 2022

Dear Kimberly. Thank you for your feedback on Trustpilot! We are so sorry for the delay in the transit of your order. However, you placed your order on March 26th, and you send us the last email on April 10th (half a month after you placed your order) and we have replied you on April 12th. Please check your SPAM FOLDER. With regards to the delay in your order, we are sorry that the global COVID-19 pandemic has caused a delay in the transit of your order. This is really out of our control. Anyway, we have pressed the logistics provider several times. Sorry that all we can say at this time is to ask you to please wait for a little longer. But please do not worry, (and please also have a look at our good reviews,) we will certainly do our best to make sure that you finally receive your order successfully. Thank you for your time. We wish you all the best and safe! :) If you have any further questions about your order, please send an email to our customer service EMAIL: [email protected]. Best regards. SILK MAISON Customer Service

Response from Silk Maison· Apr 15, 2022

Dear Marianne. Thank you for your feedback on Trustpilot! We are so sorry to have made your shopping experience so unpleasant. We are also very sorry that we were not able to let you receive your coat in the end. :( On 2 February, you sent us back the incorrect coat you had received. On 18 February, your return was successfully received at our warehouse. On 21 February, WE DID CONTACTED YOU ABOUT THE PRODUCTION OF THE COAT IN YOUR ORIGINAL ORDER and ASKED IF YOU WOULD LIKE TO CONTINUE WAITING FOR IT. Only on 23 March (one month later) you replied to us and stated that you would like to receive the coat from your original order as quickly as possible. However, we can only start making the coat once we have received your confirmation, so we have again advised you that we will only be able to make your coat ready by the beginning of April at the earliest. For your blame about "Why did you sell my coat to somebody else", We HAVE INDEED CONTACTED YOU on January 21st BEFORE SELLING IT. We have also held the coat for you for a month without receiving your confirmation. But because our company specialises in selling clothes, we were unable to keep the coat for you all the time. And it is already spring and soon we will not be making coats. So please understand that it is a normal sales operation for us to sold the coat under the situation of not hearing from you after a month. Regarding your comment about the $18 shipping fee. As we have mentioned in our emails, when you successfully received the item (even if it was the wrong item), the LOGISTICS PROVIDER had already charged the $18 shipping fee from your order. Please forgive us as there is really nothing we can do about this. But please believe that we have been doing our best to make up for the mistake of our staff sending you the wrong coat. We have reimbursed you for your return shipping (almost $40) and have promptly refunded the amount you paid for the coat. With regard to the compensation you mentioned in your emails, we are currently able to offer you a Gift card or points as compensation for you. If you would like to accept this, please reply to us by email. Again, we really really apologize for any inconvenience we may have caused you. Hope you have a wonderful day! :) For any questions about our product, please email our customer service EMAIL: [email protected]. Best regards. SILK MAISON Customer Service Department

Response from Silk Maison· Apr 15, 2022

Dear Anqi. Thank you for your feedback on Trustpilot! We are so sorry for not informing you in advance that we have split your order for shipment in order to avoid your long wait. :( We note that you emailed our customer service on the same day that you posted your comment here and they have replied to your email asking if you have received the remaining three items in your order. However, to date we have not received any confirmation from you. So may we ask IF YOU HAVE RECEIVED THE REMAINING 3 ITEMS IN YOUR ORDER PLEASE?(the logistics shows that they have been delivered on April 6th) Tracking number of them: REDC6200876944 Tracking link: https://t.17track.net/en#nums=REDC6200876944 If you have any further questions about your order or our products, please email our customer service. EMAIL: [email protected]. They will handle it further for you as soon as possible. Best regards. SILK MAISON Customer Service Department

Response from Silk Maison· Mar 16, 2022

Dear Alicia. Thank you for your feedback on Trustpilot! We are really sorry that your shopping experience on our website was so unpleasant. We are very sorry that our fellow may not have expressed clearly, but PLEASE LOOK AGAIN CAREFULLY AT THE EMAIL THEY SENT YOU and THEY ARE SURE THAT THEY SENT YOU 2 DIFFERENT TRACKING NUMBERS. Tracking number for your FIRST PART package:"WNBAA0184959879YQ" ("9405528206335484901792" this one is the USPS tracking for your FIRST PART package, and BOTH TRACKING NUMBERS for your first part package DOES WORKS) Item: Gold Gradient Oversized Boyfriend Silk Blouse - Gold Gradient, Oversized Boyfriend Silk Pajama Shirt - Chocolate, Water Wave Oversized Boyfriend Silk Blouse - Water Wave, Powder Blush Oversized Boyfriend Silk Blouse - Powder Blush, And tracking number for your SECOND PART package:"REDC6200847439" Item: Versatile Striped Silk Pajama Shirt - Navy, So the item you have received is the SECOND PART of your order, please confirm. Our partner has also clearly informed you that THE DELIVERY of your FIRST PART package has FAILED. So please contact YOUR LOCAL USPS AS SOON AS POSSIBLE and CONSULT WITH THEM ABOUT THE REDELIVERY of your FIRST PART package in order to receive the 4 items in your FIRST PART package without any problems. USPS Tel: 1-800-275-8777 We sincerely hope you can understand this time. And finger crossed you will receive the 4 items in the FIRST PART package of your order soon. Have a beautiful week! :) For any questions about your order, please email our customer service EMAIL: [email protected] They will get back to you as soon as possible. Best regards. SILK MAISON Customer Service

Response from Silk Maison· Mar 11, 2022

Dear Tania. Thank you for your feedback on Trustpilot! We are sorry for such long delay in the transit of your order. We also apologize for not replying to you in time as we are very busy on a daily basis and we need to deal with many emails and queries from other customers besides yours. However, we HAVE REPLIED to EVERY EMAIL you sent us. Regarding your order, we arranged delivery for you the same day you placed your order, but it coincided with the serious COVID-19 epidemic which was beyond our control. Even so we did our best to help you solve your problems. Please understand. As the COVID-19 epidemic is still very serious, if you are in a hurry to receive your order, you should have asked us about the arrival time of your order before you purchase or as soon as you have completed your order. However, by the time you approached us your order had already been shipped to the international airport and was held up there. We are also in the unenviable position of not being able to cancel your order and the logistics provider not being able to return the package to us. Anyway, we have replied to your latest email about the solution of your order. Please have a look. Again, we apologize for any trouble we may have caused you. Thank you for your patience and understanding. Have a wonderful day! :) For any questions about your order, please email our customer service EMAIL: [email protected] We will get back to you as soon as possible. Best regards. SILK MAISON Customer Service

Response from Silk Maison· Mar 14, 2022

Dear Marija. Thank you for your feedback on Trustpilot! We are really sorry that your shopping experience on our website was so unpleasant. For the update of your order, our website had indeed sent you the tracking information about your order on the day it was shipped (January 19th), so please check your mailbox or spam folder carefully. This is part of that e-mail: "Thanks for shopping with us Hi Marija, We have finished processing your order. Your order was shipped via Track your order via https://track.aftership.com/en, your tracking number is 06215141208530" For your order, it's not that we didn't investigate anything. We did everything we could to help you with your problem, but unfortunately the results were not as good as we would have liked. Because both of your original order and the replacement order were shown as delivered, we were unable to file a claim against the logistics provider, though it's their responsibility that lost your orders. Furthermore, when you gave us feedback that you had not received your order when it was shown to have been delivered, we did send a request to the relevant authorities for a refund, but your request was not approved as our logistics department confirmed that your package had been successfully delivered. However, in order to minimize your losses, we send a replacement of your order to you free of charge and we SPECIFICALLY REMIND you to KEEP CLOSE EYE on the LOGISTICS of the REPLACEMENT ORDER. We are really sorry that the same situation has arisen with your replacement order. But as the logistics still shows that it has been signed for, there is still nothing we can do about it. Please try to make a claim against DPD. Tracking number of your replacement order: YT2205221272126305 Tracking link: https://www.aftership.com/en/track/YT2205221272126305 DPD Tel: 01806 373 200 We sincerely hope you can understand. Have a great day! :) For any questions about your order, please email our customer service EMAIL: [email protected] They will get back to you as soon as possible. Best regards. SILK MAISON Customer Service

Response from Silk Maison· Mar 11, 2022

Dear natasha. Thank you for your feedback on Trustpilot! We are very grateful for your support of our brand and your love of our products. But EXCUSE ME? ? ? Where did you see that we DEDUCTED the money from your account please? We assume you have tried to initiate a DISPUTE but failed? Since we have ever even received your payment. All 4 orders you placed from 21 February to 2 March have failed. Why can't you just ask your bank, when there is clearly a problem with your bank account? It's really strange, what you want other people not to go through please? ? Please excuse the rudeness of our words as we have indeed replied to your email and we really feel aggrieved. :( Have a good day. Best regards. SILK MAISON Customer Service

Response from Silk Maison· Mar 11, 2022

Dear Silja. Thank you for your feedback on Trustpilot! We are sorry for such long delay of your order. However, because your order is shipped from China and because of the serious impact of the epidemic recently, the process of making the item in your order are further delayed. We sincerely hope you can understand. We have urged our customer service fellow to contact you and to answer your inquiries. If your are tired of waiting, please let them know and they will help you cancel your order. Again, we deeply apologize for the delay of your order. Thank you for your patience and understanding. Have a wonderful day! :) For any questions about your order, please email our customer service EMAIL: [email protected] They will get back to you as soon as possible. Best regards. SILK MAISON Customer Service