I had a disappointing experience with Silk & Snow. I spent a lot of time researching and reading reviews before deciding to purchase a bed frame from them, expecting a smooth and professional process. Unfortunately, that wasn’t the case.After placing my order, I only received one follow-up email with an estimated delivery date. There were no updates or notifications when the item was actually out for delivery. On the delivery day, the courier didn’t call me or use my building’s phone system—they just left the boxes in the lobby. The packaging was ripped open, including the box clearly marked to be kept upright, which was carelessly placed on its side.The boxes were extremely heavy, and there was no way I could move them by myself. Had I received a simple phone call, I could have arranged help in advance. I contacted customer service about the issue, and it took them a long time to respond—only to offer a generic apology with no real solution.Given how much I had looked forward to this purchase, the lack of communication and poor delivery experience was really disappointing. I expected better from a company with such positive reviews.

I purchased 2 twin XL beds that came with the bonus pack of a duvet and mattress cover and pillowcases. I reached out to see if how waterproof the mattress protector was and decided to buy the waterproof mattress. Both of the mattress purchases came with a coupon to get $25 off any other purchase. When I went online to place the order there was no way that I could apply the coupon to both items. I wrote an email to see if there was a way without creating two orders that I could get the coupon applied to each mattress protector but the next day also called as I hadn't yet heard back. I was in a hurry to use the mattresses but wanted to have the correct protection before I did. I got a reply email that insinuated that I was impatient and once I had reached out I should have waited for someone to get to reply to my email. And that's the part I didn't appreciate. It took me longer to get the mattress protectors then to put in an online order for mattresses two bonus packs they were delivered within 2 days of the order without any hitch at all so the service between the two experiences with completely different. You should update your online system so that there is a way that a customer can apply the coupon code twice...perhaps tie it back to the original order. I was able to get two bonus packs one for each mattress that I was purchasing without creating two orders just by putting them individually into my shopping cart with the bonus offer checked off on each mattress.

After payment was made I received no confirmation of payment and no communication of any kind re shipment. I had to send an email requesting this information. Also, on your website I could not find information on the weight of the linen. I like the sheet I received but it’s lighter than I thought. Fine for summer.

The delivery process was confusing and the lack of access notification to announce the delivery was very unsettling - making it hard to prepare and make sure someone is home at the right time to pick it up.

Could not get a hold of delivery people. No one contacted me. I eventually got a hold of the local delivery and they still have not been able to deliver the bed and dresser despite it being at the facility nearby for over a week and a half

Communication.... I received one notification on May 19/25 that my order request was received and then absolutely nothing ever again.

Better product quality….and quicker resolve time. I emailed into support a week ago and still haven’t gotten issues resolved

The dresser is beautiful, good quality as expected but it was damaged upon the delivery by the delevery man who was alone to deliver such a heavy peace of furniture.So, he damaged the bottom of the dresser a little. We only noticed it when we were bringing it to the bedroom upstairs so since it is not visible we decided to keep it because it was really TOO heavy to bring it down and return. You should choose a better company to deliver your furniture and make sure that 2 men are doing it.

I am experiencing an issue with the nightstands I purchased that I am hoping the team can resolve, but do not yet have resolution. The drawers do not stay closed but instead slide open on their own; the tracks don't seem designed or installed correctly to provide a bit of resistance in the closed position, which would prevent this. I have gone back and forth with customer service a few times now and am still awaiting a resolution.I otherwise am very pleased with the quality and design of the furniture, speed of shipping, etc. I am considering modifying the drawers myself to get them to work correctly, but I really shouldn't have to do this on a new item I purchased.

The order and delivery process was very smooth and went great. I’m less satisfied with the mattress. We got a medium-firm mattress but it is very soft. Too soft for me.