Wrong information on the website. Could not use payment I wanted too (prepaid visa)

My mattress arrived stained (I was given a partial refund) and defective (it did not decompress on one whole side, 4" difference). I had to argue and get upset to get a replacement with a full warranty. I am waiting to hear when the replacement will be shipped, I have communicated multiple times that I desperately need this replacement by Friday. That seems unlikely now.

My headboard was broken upon delivery.

Communication was poor and non existent on the issue that your courier partner is not reliable to deliver to my location. I waited weeks without a transparent answer until I was forced to refund.

The product clearly wasn’t manufactured properly but if they exchanged my product then I would have lost the opportunity to return it.

Product is great. But the purchase process was a bit off.1/, when I went to the store to order the products, I brought a screenshot of everything on my phone, but they input the wrong quantity of one of the items. And when the dollars did not, they didn't check, and instead, just thought that that was because they had some sort of cheaper service at the store and actually told me that. Which wasn't obviously true and was a mistake. Not a big deal but just required me to then contact them the next day to correct the order quantity, and it was just a bit of a hassle.2/ on delivery some of the bolts were missing, and I immediately contacted silk and Snow about this, but the back-and-forth and forms and up-and-down and left and right questions about four bolts was ridiculous. It was ultimately like two or three weeks before I receive those after several emails and back-and-forth – all four bolts.

The online shopping experience was smooth and straightforward, and delivery was quick, I ordered on April 22nd and received my package on April 24th. Unfortunately, the package arrived in poor condition, making it difficult to believe this was a brand new purchase. The box was held together with tape, and parts of the contents were visibly exposed through the clear tape. Photos have been uploaded as part of my claim (Order #3257693) for reference. In addition, I included a photo from Fedex site to prove the package's condition at arrival.To make matters worse, the after sales experience was frustrating due to a clear lack of communication within the support team. I received conflicting instructions throughout the process . The first representative told me to dispose of the bed frame myself and that a replacement would be shipped on the phone, while another asked me to open the package and identify which parts needed to be replaced for the quality team after I submitted the form. With no clear resolution in sight, I then suddenly received an SMS that a pickup partner would arrive within 2 hours to collect the entire bed frame without any prior notice or agreement on my end.

Providing a product that matches the dimensions shown in the product specifications.

I bought one of their adjustable pillows years ago and loved it so when it came time to replace my pillow I went straight to Silk and Snow. Having has one of their pillows before I knew there was an adjustment period where you had to experiment with how much of the fill was best for you, but there was something else that just wasn’t right, almost like air was in the permanent part, The pillow felt hard no matter what I did. When I asked for a refund they ignored me. Apparently, comfort is not something they guarantee. A product that we are asked to buy sight unseen is not returnable. There’s something very wrong about that.

Love the furniture and the ease of the online ordering process. I can’t give you more than a three because of the way my furniture was delivered. The delivery company you use could not care less about customer service! Have you all thought of using a different company? The drivers were rude and unfriendly and it was impossible to get any information to or from them.