The mattress cloth on the side arrived torn along the edge. There was also a tear on top exposing the foam. It took a couple of weeks to get the pick to happen, including a no-show on the first scheduled date. And despite the few weeks if waiting for the pickup and refund, the mattress released a chemical odour (gassing) the entire time.

Still don't have my product

I want to change it out for a firmer mattress but have received no reply to my emails about this. It was advertised as medium firm but its not firm at all its just soft.

Bad product.

Took a month for delivery. Could have shipped partial order instead of searching for missing items at shipping company and holding up entire order. Eventually did that but after numerous correspondence on status. Positive note was sending extra item for inconvenience.

I previously purchased a full Egyptian cotton bedding set from Silk & Snow in 2024 and absolutely loved the quality. The sheets, duvet, and shams were beautiful and held up very well with washing. When my fitted sheet eventually ripped, I reached out to customer service and, although I was outside the one-year warranty, I understood their policy and chose to repurchase a full new set.Unfortunately, my experience with the replacement set (in the colour “Driftwood”) was extremely disappointing. Upon opening, I noticed uneven colour distortions. I assumed this might improve after washing, but instead the issue became significantly worse—everything developed a noticeable purple hue and severe discolouration after just one wash.I contacted customer service immediately and was directed to complete a claim form. I was required to submit separate forms for each item, along with multiple photos of both the front and back of every product. This process was very time-consuming, especially given the clear and consistent defect across all items.After completing all of this, I was then informed that I would need to return the items via FedEx. Living in a rural area without access to a nearby FedEx location, this creates an additional burden—either waiting days to arrange pickups or driving several hours to a drop-off location. I was also asked again to provide photos of all items, which felt repetitive after already submitting detailed documentation.What’s most frustrating is that even after following all of these steps, I’ve been told that if a refund is approved, it may not be issued in full due to the items being purchased as part of a bundle promotion. This feels unfair, as the issues with the product quality were entirely out of my control.Overall, I am very disappointed—not only in the apparent decline in product quality but also in the number of barriers and time-consuming steps required just to have my concerns addressed. What should have been a straightforward resolution for clearly defective products turned into a lengthy and frustrating process, with little reassurance or flexibility offered.

The delivery tracking was very confusing with the items being split between different tracking numbers in a way that wasn't represented in the tracking update emails. Some of the tracking numbers never updated with estimated delivery dates until very close to the delivery date which caused some anxiety around ensuring that I'd be available to receive the package. Finally the packages were all left downstairs which made it very difficult to move. Particularly 93lb mattress box with no handles and the heavy 3rd box of the platform bed.

Accepter le retour du matelas dans une période moindre que 30 jours. les magasins le font, pas vous. Il est absolument ridicule et insultant de prétendre qu'un matelas qui nous réveille dans la nuit tant il est incorfortable peut devenir confortable après 30 jours...Que cela tient à l'habitude.

Part of my order is missing. I am missing a silk pillow case. I have submitted a case but have not heard back. I am pleased with the items I did receive.

Terrible customer service. I have written in extensively to explain my concerns.