One part of my order is missing. Customer service just says they will be in touch over email. I have called multiple times. It’s a Christmas present that I’m sure won’t be here for Christmas. Long wait times on the phone. No track info. No one gets back to me over email.

Deliver the product. The bed apparently comes in for separate shipments. I ordered on the 26th of November and still haven’t received the slats. It’s 12 December. So basically I have parts of a bed just hanging out in my house and my mattress is sitting on the floor.

The shipping. After I checked out, there was no confirmation email. There was no shipment details. I had no idea when it was shipped when it was expected to arrive. The shipper gave me notifications that it was in progress of shipping after the box had already been delivered. I didn’t even know it was coming in three different boxes and three different shipments. It would’ve been nice to have more visibility into the confirmation that the order was received and that it was being shipped and then when it was arriving it’s not a small package. It’s a big package so it can’t really just sit out outside on your doorstep so it would be nice if I knew when to be Home. Also, my mattress box was totally destroyed. Hopefully, the mattress is OK.

Discovered BED FRAME had two defective screw holes that wouldn’t accept screws from the headboard (initiate spin) during assembly.Silk and Snow offered $75 refund. Not super impressed.Ordered a $1200 dresser in a separate order. It arrived scratched, dented, cracked, and overall mangled. An entire drawer is basically unusable because the wood is cracked and pulling the drawer out would rip a chunk of wood right off. The dresser is basically garbage.Between the two experiences, my first impression of Silk and Snow is pretty crappy. Unless some meaningful resolution is provided to offset these negative experiences, I would never buy from Silk and Snow again and wouldn’t recommend others to do so either.

Ship in timely manner and provide updated

The color was completely different from what was shown on the website. I thought "Cloud" would be an ivory or cream color, not a light green tone.

The shipping process had errors. I called in twice to have it resolved and never got anywhere until I emailed on my third attempt. I felt mistreated and like I was lying.

Pillow has low loft.

Problem with my selection, I received other items that I didn’t even look at when I ordered. And obviously did not receive any of the items I wanted and carefully selected (color etc). When I called to check and modify the order, I was out of the 3 hours delay so nothing could be done. The products themselves may be very good, but the website is either problematic or misleading.

Was sent an e-mail Dec 1/25) that order has shipped, but no tracking info provided. Nothing has shown up (as of Dec 11), but I have no idea when it should arrive.