Silk + Snow Reviews 430

They were very nice and knowledgeable about the product, and helped guide me through my situation clearly and efficiently. They helped me with my problem of receiving the wrong color slipcover, and shipping me the right one. I will definitely purchase more from them in the future.

Silk & Snow is exceptional across the board. The medium-firm hybrid mattress is a very well-crafted mattress that does wonders for the many musculoskeletal issues I have. Their bed frames are of a quality that is almost indescribable. I did a plethora of research prior to deciding on the company and mattress type to purchase. All of my research not only informed me that purchasing a Canadian mattress was going to be the ideal route to go, it solidified my gut feeling to purchase from Silk & Snow, and I am so glad I did. My husband and I purchased the medium-firm hybrid mattress and originally purchased the platform bedframe with the cushion headboard. Once our purchases arrived, we ran into multiple issues, none of which were the fault of Silk & Snow. The least of these issues was that I failed to fully understand the description of the cushion headboard and was not pleased with what it is. It is a well-made cushion, but my misreading led me to believe it was a cushionED headboard…. which it is not. It is, as described, just a cushion. I was also under the impression (through no one’s doing but my own) that all of the headboard options are compatible with the platform bedframe. They are not, and I learned that this is for a very good reason (The different head boards have different bases for stability and integrity purposes). Silk & Snow was more than happy to allow us to return the platform bed (they refund the money from that purchase once they receive the original) and purchase a different frame with a headboard that was more along the lines of what we had in mind. Because the cushion came vacuum sealed, they offered that we either donate it, provide them with the donation receipt, and receive a full refund OR keep it and receive a percentage of the purchase back. My husband and I chose the former and were quickly refunded the money. Returning the frame was a bit more complicated. We do not have a spare bedframe and so we needed to order the replacement bed frame prior to returning the platform bedframe. Silk & Snow was SO incredibly helpful with coordinating this to the best of their ability. All told, especially when considering the unreliability of carriers here stateside, and the size of the boxes/bed frames, this was a very cohesive and seamless process. Now to the huge issue we encountered: the mattress itself, or should I say the extremely subpar handling of the mattress during shipping that led to very significant and irreversible damage. The medium-firm hybrid mattress is an incredibly well thought out and beautifully crafted mattress. Unfortunately, FedEx wildly abused our mattress during shipping. When it arrived, it had been dropped with extreme force on several occasions, one of which was caught on our camera during the delivery. This poor mattress was permanently damaged on the corners where it was dropped. This had NOTHING to do with how the mattress was packaged. Silk & Snow not only put an immeasurable amount of thought into the creation of the mattress, they extended that level of dedication to the packaging as well. I do not think there is anything that can be done to protect anything of this size from being damaged when carriers drop them with such extreme force. I had to reach out to Silk & Snow about these issues, documented the mattress over a period of time to showcase the permanence of the damage, and submitted the documentation to Silk & Snow. I specified on multiple occasions that I understand the warranty covers manufacturing errors and that this has nothing to do with manufacturing. I was more than prepared to take the issues up with FedEx. However, Silk & Snow went above and beyond and allowed the mattress to be covered under the warranty. They worked so well with coordinating when to get the replacement mattress to us and communicated so clearly and consistently throughout the entirety of the ordeal. We had additional issues with FedEx not properly updating some information in their system, as well as lightly dropping the replacement mattress (which Silk & Snow very generously lightly compensated us for). Fortunately, this time the dropping of the packaged mattress was gentle enough that no permanent and structural damage was done. My only critique for Silk & Snow is in regards to the removal of the first mattress. I was initially informed that they would arrange to pick up the first mattress and coordinate this with us. Unfortunately, they did not wind up being able to do this. This meant that my husband and I wound up having to spend additional money to remove the first mattress. But Silk & Snow’s customer service, overall quality of their products, and willingness to cover the initial and severely damaged mattress under the warranty made that sting a good deal less.

Silk& Snow consumer services team are really professional and helpful. Speaking with us help you to choose what you really need.

Incredibly accommodating

Bed was very delayed and got missed in shipping until I notified. Daniella assured me and was incredibly helpful and responsive - had my bed in 3 days. Only reason for not 5 stars is that the bed went undelivered for 7 week. Daniella was fantastic!

Customer service was really helpful and great to work with.

I had a tear in my duvet cover and I submitted a claim. The customer service was prompt and my duvet was replaced.

I bought a wood frame bed and despite how well-packed the pieces were, one was damaged in shipping. I am very impressed with the customer service which was very responsive, with excellent follow-through. The bed is beautiful. Very well made and easy to put together. Shipping of both the bed and the replacement piece has been very fast. Highly recommend this company.

Purchased a bunch of things at the Calgary warehouse sale. The king bed, frame, and beddings are probably by far the best purchases I’ve made this year. The frame was exactly what I was looking for: Modular, easy set up, and sturdy. It is saving us from falling off with our dog sleeping in the middle.

Most importantly, the customer care and after sale service is what I truly appreciate from Silk&Snow. Had a minor issue with one of the pieces, which was dealt with by Silk&Snow professionally and reasonably.

The customer service of this company is second to none. Their responsiveness, understanding and determination to find solutions made our potentially difficult experience, smooth and simple. Others can learn from S+S, quality products and service that surprises.

This company has been absolutely fantastic to deal with. I purchased a new queen size organic hybrid mattress w/2 pillows and just waiting for it to be delivered. The process of ordering at a great sale price was easy after reading great review’s but unfortunately had to cancel due to medical issues. When I was in a place to be able to order again I contacted the sales department and asked if they would honour the sale price I originally had when I first ordered and they did which amazed me. I am truly looking forward to trying out my new mattress. A little scary buying without trying but with a 365 Night Risk Free Trial + 15 Year Warranty & great review’s You can’t go wrong. I have a family member who has the same mattress and really likes it so that gave me hope that I too would enjoy it. I will update after receiving and trying it out for a few months.

I’d reached out to S&S about a question/problem with a purchase. Both of the agents I interacted with were extremely responsive and helpful. Also, the company as a whole was unbelievable in backing up their product, which feels less and less common these days. Definitely will make S&S my first stop for home purchases going forward

Service was really great. The team was able to help me figure out a solution really happy with everything and excited for my correct pillow to come.

Purchased a king mattress and bedframe combo, received a king mattress and a queen frame, took 3 different customer service agents before I received shipping labels from them for the return, was told that they would have fedex come pick up the items due to me only owning a small car. It’s been two weeks since I’ve gotten the labels, I’ve called an addition 3 times each time I’ve been told a different department needs to schedule the pickup I have heard nothing and now need to rent a truck in order to get these items to the fedex depot. Absolutely terrible customer service, 2 reps tried to convince me the mistake was my own fault despite selecting a combo package on the website……

Overall great experience with Silk & Snow products and customer service.
First, the quality of their product is unmatched. First time I bought egyptian cotton and I was amazed with the quality of the product, as soft as silk!
We had received 4 products on 5 ordered. After a few days interacting with customer service, we finally received the missing one. Overall very good experience with this brand. I recommend

telling me i’m supposed to wait 4 months for 2 pillow cases even though they’re in stock. customer service refuses to give me any updates or emails about the status. called multiple times and keep getting told they just restocked and weeks later still haven’t been shipped. they don’t reply to emails.

Marc was fantastic!

In truth, it had been a frustrating experience to begin. Honestly, very slow responses and poor communication from the warranty department. However, that all changed when I contacted customer service. My issue was taken seriously and dealt with that day.

I have many, many Silk and Snow products and love to support a Canadian company. Other than the initial hiccup, I can say that the customer service is second to none. This company goes above and beyond to make things right with their customers and the agents are always knowledgable, polite, friendly, and so very understanding and helpful.

I will be happy to shop here again.

Do NOT buy from this company. I returned an item and have YET to see a refund. It’s been a month. I’ve tried countless times to get a hold of them, and they ignore my requests. Horrible horrible company, I hope they go out of business. It was a $1200 bed set. And then they said when it does get refunded they will only refund me $800. It was unopened on my porch. It’s a scam!

TLDR: Told us bed and frame would ship together. Took over a month to get frame. After all the headache they refunded less than 5% of the total order amount and then asked if I'd remove the review. Go elsewhere, not worth your time or headache.

Huge hit or miss with support and whether they honour commitments. We had ordered a bed frame along with our mattress and they had informed my partner and I that they would both ship as they were in stock. It's now almost 3 weeks later and I still do not have the "in stock" bedframe.

Orders will be marked as shipped and sit there for over a week with no shipping details, and even contacting support has yielded no results. After purchasing the higher tier latex mattress as well as sheet sets and a frame from them, this is not the experience we wanted at all.

I ignored previous reviews thinking it would probably be fine... They were right.

I chose the Silk & Snow bed frame specifically because it uses Japanese joinery, which should create a tight, stable structure without relying on bolts or metal hardware. Unfortunately, the frame I received is the opposite of what this technique is known for. The joints never lock firmly into place, and the entire frame feels loose no matter how carefully it’s assembled.
A joinery‑based frame should feel solid and secure, but this one shifts, creaks, and lacks the stability you’d expect at this price point. It looks nice, but the craftsmanship simply doesn’t deliver. If you’re expecting the strength and precision normally associated with Japanese construction methods, this frame will leave you disappointed.