I had a terrible experience with this brand. First
First, I ordered a silky dress, paid the full price, and never received it. After three weeks, I contacted their customer service, and they told me my package was lost but promised to send it again. Another 2–3 weeks passed, and still nothing. I emailed them again, saying the service was unbelievably bad and requested a full refund.
Instead of refunding me, they eventually sent me a tracking number, and I finally received the package. Unfortunately, the quality of the dress was extremely poor, which added even more disappointment to the whole delivery mess. I told them I wanted a refund, and they required me to ship the item back at my own expense. I did so immediately and provided tracking.
While the return was in progress, they offered me store credit instead of a refund. I agreed, chose two items, and they also promised a gift. Then they told me my new order was $4 more, so I paid the extra. Days later, I received yet another email saying there was a mistake and I now owed an additional $8. At that point, I was exhausted after months of waiting and 20+ emails back and forth. I told them just don’t put a gift, but they refused and insisted I had to pay the $8.
The issue was never about the money ($8) it was about the endless back-and-forth, the disrespect for the customer, and the complete lack of accountability. After pushing again, I was told I would only get a refund, on what they answered I’ll get the refund only when I’ll ship my dress back?!! Although I already shipped it more than a week ago and provided for them tracking number, even’ve got their answer with gratitude for fast operation, so again I (!) reminded them about what it’s a good service and only after reminding them did they finally process the refund.
This entire process took over two months, around 25 emails, and a lot of stress. The quality of their clothing is poor, and their customer service is even worse.
👉 Do not waste your time or money with this brand.
Reply from SILKSILKY
Dear,
We are very sorry for the frustration and disappointment you experienced during your recent order. We sincerely apologize for the delays caused by logistics issues, which temporarily disrupted the tracking information of your package. As soon as we confirmed the issue with the courier, we arranged a replacement shipment to ensure you received your order.
We are truly sorry that the quality of the dress did not meet your expectations and that the overall service experience added to your frustration. To resolve this, we provided options for return, exchange, and refund. You chose to return for an exchange, and we apologize for any confusion caused by price differences during this process. We are continuously working to improve our customer service to prevent such situations in the future.
Please be assured that we do not avoid responsibility. Your feedback is taken seriously, and we are committed to learning from this experience to enhance both our products and service.
If you have any remaining concerns or need further assistance, please contact our customer service directly at services@silksilky.com, and we will do our utmost to ensure your satisfaction.
Thank you for your patience and understanding.
Sincerely,
SILKSILKY Customer Service Team