SILKSILKY Avis 9 306

Réponse de SILKSILKY

18 juin 2025

Dear Customer,

We are truly sorry to hear about your disappointing experience, and we sincerely apologize for the size issue you encountered. At SILKSILKY, we strive to provide high-quality products and attentive customer service, and it is never our intention to cause frustration or inconvenience.

To better assist you, could you please provide your order number? You can reach us directly at services@silksilky.com, and our customer service team will prioritize your case.

We understand your concern regarding return shipping fees. If the product you received is not consistent with the size ordered, we are happy to review the issue and offer a proper solution—including a replacement or compensation—once confirmed.

Thank you for your patience, and we hope to resolve this matter to your satisfaction as soon as possible.

Warm regards,
SILKSILKY Customer Care Team

Réponse de SILKSILKY

6 juin 2025

Dear Customer,
Thank you for bringing this matter to our attention. We apologize for the delay in processing your refund.
We understand your frustration and we sincerely apologize for any inconvenience caused.

Please note that it usually takes some time to process returns once the warehouse has provided feedback on the returned items. We kindly ask for your understanding in this matter.
Generally, we will process the refund once we receive the returned parcel and confirm.

If you have any further concerns, please feel free to contact us at services@silksilky.com. We will respond within 24 hours on business days.

Thank you for your patience and understanding.

Best regards,
SilkSilky Customer Service Team

Réponse de SILKSILKY

2 juin 2025

Dear,

We’re very sorry to hear that your first experience with SILKSILKY did not meet your expectations.

We completely understand your frustration regarding the return process. As noted in our return policy, returns are accepted, but at this time, the return shipping cost is the responsibility of the customer, and our main return center is located in Germany. We understand this may not be ideal, and we’re actively working on more localized return options to reduce this burden.

Please know that we are committed to processing refunds promptly upon receiving returned items in their original condition. If you have already returned your item and have not received your refund, please email us at services@silksilky.com with your tracking number, and our team will assist you immediately.

We value your feedback and sincerely hope we’ll have the chance to provide you with a better experience in the future.

Warm regards,
The SILKSILKY Team

Réponse de SILKSILKY

27 mai 2025

Dear,

Thank you for your feedback, and we’re truly sorry for the confusion and any inconvenience caused.

We’d like to clarify that we have already provided the return address to you, as per your request. Our intention was never to cause frustration but to ensure you had the necessary information to return the item safely. For your convenience, our customer service team also reached out to you via email from services@silksilky.com to assist you further.

Please note that while we do not offer prepaid return labels at this time, customers are welcome to use any courier service of their choice to ensure proper tracking. We understand this may not be ideal, and we truly appreciate your understanding.

If you have any further questions or need help with your return, please don’t hesitate to contact us at services@silksilky.com. We’re here to help and want to make things right.

Warm regards,
SILKSILKY Customer Care Team

Réponse de SILKSILKY

26 mai 2025

Dear,

We’re very sorry to hear that the zipper on your pillowcase is stuck — we completely understand how disappointing this must be.

Please rest assured that we stand behind the quality of our products. We’d be happy to offer you a replacement or a full refund, and of course, we will cover the return shipping cost.

To resolve this quickly, please contact us at services@silksilky.com with your order number and a photo of the issue, and our team will assist you immediately.

Thank you for bringing this to our attention — we’re committed to making things right.

Warm regards,
The SILKSILKY Team

Réponse de SILKSILKY

26 mai 2025

Dear,

We sincerely apologize for the inconvenience and confusion you've experienced. We understand how frustrating it can be when trying to return or exchange items and not receiving the clear information you need right away.

The reason for the initial suggestion to keep the item or accept a discount was simply to provide you with more convenient options, especially considering returns can be costly and time-consuming for our customers. However, we completely understand if you prefer a standard return and refund process.

To proceed smoothly, please let us know your order number, so we can locate your purchase and send you the correct return address immediately. You may also contact us directly at services@silksilky.com — our customer service team is ready to assist you and ensure that your concerns are fully resolved.

Again, we’re truly sorry for the delay and any misunderstanding. Your satisfaction is very important to us, and we will do our best to make things right.

Warm regards,
The SILKSILKY Team

Réponse de SILKSILKY

26 mai 2025

Dear,

We sincerely apologize for the frustration and inconvenience you've experienced.

Please rest assured that we never intend to pressure any customer into changing their review. Our goal is always to resolve issues with respect and professionalism.

To better assist you and fully clarify the situation, we invite you to contact us directly at services@silksilky.com. Your satisfaction is very important to us, and we’re committed to making things right.

Sincerely,
The SILKSILKY Team

Réponse de SILKSILKY

22 mai 2025

Dear,

We’re truly sorry to hear that you haven’t received your order—this is absolutely not the experience we want for our customers.

Please rest assured that we take this matter seriously and will not leave it unresolved. In order to investigate your package and assist you as quickly as possible, could you kindly provide your order number?

Our customer service team has also reached out to you directly via services@silksilky.com. If you haven't seen the email, please check your spam or junk folder just in case.

We deeply apologize for the inconvenience and truly appreciate your patience while we work to resolve this.

Sincerely,
SILKSILKY Customer Care Team

Réponse de SILKSILKY

17 mai 2025

Cher/Chère

Merci de votre patience et d'avoir attiré notre attention sur ce problème. Nous vous prions de nous excuser pour la gêne occasionnée et la frustration que vous avez rencontrées lors de notre procédure de retour. Vos commentaires sont extrêmement importants pour nous et nous nous engageons à remédier rapidement à ces retards et difficultés.

Nous comprenons l'importance d'une expérience de retour fluide pour nos clients et nous regrettons de ne pas avoir répondu à vos attentes.

Nous ne parvenons pas à retrouver vos informations en raison du peu d'informations que vous nous avez fournies.
Pourriez-vous nous envoyer un e-mail à services@silksilky.com avec votre numéro de commande ou l'adresse e-mail que vous avez utilisée pour passer commande ?
afin que nous puissions examiner ce problème. Notre service client vous répondra sous 24 heures et fera de son mieux pour vous aider à résoudre votre problème.

Bonne journée !
Cordialement,
SILKSILKY