I live in Canada. I bought 2 sweaters on sale from Lilysilk. There was no problem with 1 sweater. I was charged correctly in Canadian Dollars for the first sweater.
The 2nd, bought the same day, same site (their sites don't indicate USF or Cdn), did not indicate USF on order summary or paid invoice, charged me in USF ($50.00 above the price I purchased at).
I contacted "Estella" in Customer care. She insisted that I purchased from a US site, would absolutely not reimburse the difference.
My complaints were completely put aside. She asked me to send a print screen of my VISA page, which I did. She still would not refer up or agree.
I asked her to check the sites, which had different prices for the same item. No identification of which country's funds. I returned the sweater.
It was a bad experience.
I won't buy from LilySilk ever again and unsubscribed.
Please be warned that you may not be charged in your own country's funds and that your online invoice will not indicate.
Some of the.com/ are Canadian or other. Buyer Beware!
My proof of purchase is Order Summary ************** Merino Wool Golden Buttons Cardigan, Navy Blue, SKU 8139
The customer service desk is very fast to respond but I didn't know I was ordering from a Chinese company and had to go through the same customs drama to do a return. My package has been stuck at customs for 3 months whilst I have to pay duty on returned goods. They are helpful in that they can't refuse the parcel because I put the wrong phone number, but they are helpful enough to let them deduct the amount (20%) of the value from my refund. This is after I also paid for the return shipping. Not happy as I am pretty sure they can claim this back seeing as it is returned merchandise that was sent from China to begin with.
I am not sure why people are composing about the silk and the delivery etc.
I ordered full set of super king size bedding that has been custom made and sent to me in the UK within 7-10 days.
The packaging was gorgeous and more than that I have washed my sheets, fitted them on my beds and got the best nights sleep.
I am very difficult and have slept in silk my whole life. I cannot speak more highly about LILYSILK service and the quality of their silk. It is top notch.
Shame to see such reviews.
I highly recommend them.
The shipping was extremely fast, within days! I had to exchange one dress for a different size, which again, was quick and easy!
More important, the two dresses I bought are beyond words (The Adonis and Spring Waltz)...the quality is amazing, and they are both absolutely stunning, elegant pieces. I will be ordering from Lily Silk again, and already have more pieces in my cart.
I waited an agonizing 5 weeks for my order of three blouses to arrive, only to be met with a series of disappointments. First, the customer service was virtually non-existent; it took me several follow-ups to finally get a response after a week. When they did reply, I discovered that the reason for the delay was a failure on their part to provide my contact information to the delivery company. Because of this oversight, my items were returned, leaving me empty-handed.
To make matters worse, my attempts to reach out to their customer service by phone have been futile. Given this experience, I am skeptical about receiving a refund. I strongly advise reconsidering if you're thinking about making a purchase from this company. Their operational inefficiency has been a major inconvenience, casting doubt on their reliability.
Dear customer,
Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and disappointment you have faced with our customer service and the delivery of your order. We understand your frustration and we take this matter very seriously.
We deeply regret the delay in our response to your inquiries and the failure to provide your contact information to the delivery company, resulting in the return of your items. This is not the level of service we strive to provide, and we are actively working to address the issues you have raised.
We apologize for the difficulties you encountered in reaching our customer service by phone. We are currently experiencing high call volumes, but we are working diligently to improve our response times and ensure better communication channels for our customers.
Regarding your refund, we assure you that we will investigate the matter thoroughly and process it as soon as possible.
Once again, we apologize for the inconvenience and frustration caused. We value your feedback and will use it to improve our operations and better serve our customers in the future. If there is anything else we can do to assist you, please let us know.
Thank you for bringing these issues to our attention.
Sincerely,
LILYSILK Customer Service
I can see why there are so many bad reviews. I ordered 2 t shirts to take on holidays. I waited weeks before l left and just received them today after l returned from holiday. I didn't get a t shirt at all l received 2 crew neck blouses and one they called a men's tee shirt. I am trying to get information to return them but there is nothing in the package. I won't be buying from them again based on all the reviews if l can't get a resolution.
It's not even silk it's polyester
Dear Customer,
Thank you for bringing this matter to our attention.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. Most of our products are made of grade 6A mulberry silk and most of them own OEKO certification and are safe and healthy for your skin.
Please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK.
However, we are having difficulty locating your order due to incomplete information. Therefore, we kindly request that you provide us with your order number or the email address associated with your order. This will enable us to investigate the issue and provide a satisfactory resolution. We are committed to doing whatever it takes to ensure our customers' satisfaction.
Please do not hesitate to contact us at support if you have any further concerns. We will respond to your queries within 24 hours on our business days.
If you need additional assistance, please feel free to contact us at support@lilysilk.zendesk.com. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
Hi, I received my purchase but I have to say I'm dissatisfied. I have purchased from Lilysilk before and the only reason I kept coming back was the quality of product and the delicate packaging. Unfortunately, this order came in paper envelopes that were opened and were probably a returned product and used. I was hoping to keep receiving the same quality and packaging as before because even of the packages were sealed it's in no way presentable to give as a gift as it looks like cheap packaging. Before, I used to receive each item in their respective boxes, and all I had to do was wrap it and give it as a gift. Now I can't even do that. I'll also be providing my reviews on social media, Google, Yelp, etc. With the amount of money I spent I expected to receive new products not used ones and in quality packaging.
Dear Customer,
Thank you for bringing this matter to our attention, and we apologize for any disappointment caused by the condition of your recent purchase.
We understand your concerns and we sincerely apologize for the inconvenience you have experienced, we need to explain to you the situation of the package being inspected by customs. During international transportation, customs has the right to conduct random inspections of all packages to ensure compliance with import and export regulations and safety requirements. Unfortunately, your package was selected for inspection, resulting in it being opened.
We are sorry that the packaging issue disappointed you.
We want to inspire people to live a better life and more sustainable lifestyle. Our care for one another and the planet is what drives us.
We tried our best to minimize environmental damage, so we changed the packaging to recyclable paper bag packaging. And we attach great importance to the problem you pointed out and will improve it in the future.
We also provide the gift wrapping option on the checkout page in case customers need it.
And we appreciate very much for your feedback.
We will continue to improve our packaging and satisfy every LILYSILK user as much as possible.
Please always feel free to email us at support@lilysilk.zendesk.com with any issues.
We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I paid around $500 on the site only to realize the quality of the items were very very bad. For the amount of money they mask I could have gotten something much nicer and more decent. The stitching and the material are just so bad. Please do not order from here or else you will regret it when you receive your items.
Dear Customer,
We do apologize for this and any misunderstanding.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. Most of our products are made of grade 6A mulberry silk, and most of them have OEKO certification.
Please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK.
If you have any problems, don't hesitate to contact us at support@lilysilk.zendesk.com, and we will reply to you within 24 hours on business days.
Best regards,
LILYSILK Customer Support
Not only does it take a zillion years to get a response from customer service, but the package never arrives. (The website says it takes 2-6 days, and I placed my order well before.) They finally said they couldn't ship it in a faster way because they didn't have my customs clearance number, which they never asked for to begin with. So I had to cancel it and now I'll need to do shopping to get a substitute when I am horribly busy. Seeing the reviews from those who actually got a cloth anyway, it doesn't seem like it is worth waiting for that long. I hope they process the refund reasonably fast, at least this (and in my case, this last one) time.
Dear Customer,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with our customer service and delivery process. We understand your disappointment and we would like to address your concerns.
We apologize for the delay in our response to your queries. We strive to provide prompt and efficient customer service, and we acknowledge that we fell short of your expectations in this instance. We will review our internal processes to ensure that such delays do not occur in the future.
Regarding the delayed delivery, we understand your frustration with the extended shipping time. We apologize for the inconvenience caused. We have taken note of the issue and will work towards improving our delivery timelines to provide a better experience for our customers.
Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
Once again, we apologize for any inconvenience caused and appreciate your honest feedback. We are committed to improving our products and services based on customer input.
Please always feel free to email us at support@lilysilk.zendesk.com with any issues. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Support
Without an order number you can't begin a return --no where do they reference the order number.
I have left phone messages and e-mail-- no one picks up or returns the message.
Want to return but how can that happen. The product is fine it just does not fit.
One size does not fit all. I will have to stop payment on the credit card I guess.
Dear customer,
Thank you for sharing your feedback with us regarding the silk night sleep caps you received.
Sorry for the misunderstanding here, please kindly note that we sent you an order confirmation email which includes the order number, if you can not find it, please contact our customer support team at support@lilysilk.zendesk.com, we will help you check it asap.
Best regards,
LilySilk Customer Support
DONT BUY IT. The size is way off. I bought the same product and same size last year and purchased again last month. But the one I got this time is SO MUCH LARGER. What's ridiculous is the label on the package says "S (actually purchased in L)". The words in parenthesis are written in simplified Chinese. I think they just want to save money this year by purchasing same size from China factory. No matter what size you buy, it will all be L eventually. This is pure DISHONESTY. Worst experience ever.
----
Sep 7 update:
They finally decided to refund. Change to 3 star.
I have bought 3 silk shirts from LilySilk, the materials are definitely not silk even though the clothes label "100% silk". The materials are more likely polyester maybe mix with some cotton. Scam website.
Dear customer，
Thank you for sharing your feedback with us regarding the silk night sleep caps you received.
We are sorry for this unpleasant experience. There may be some misunderstanding here.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how.
Most of LILYSILK's products own the OEKO certification and are safe and healthy for your skin. Please rest assured that the product you receive is made of 100% Grade 6A Mulberry Silk.
You can refer to this link https://www.lilysilk.com/us/identify-real-silk to identify the real silk.
We offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.
If you have any questions, please contact us at support@lilysilk.zendesk.com. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
For my order #*******765, I paid $841.24. I am a Petal level member, which is the 2nd highest client tier they have, and a long-time customer of over 5 years. Yet, they treated me like trash. 4 pillow cases were missing from my order, and I asked for a refund. They kept on trying to reship it to me when I told them I would be away on vacation and no longer require them. I only wanted a refund. Yet it has been almost 2 weeks over email, and they reply very slowly and are extremely unhelpful. They keep trying to resend me the products when I tell them they CANNOT, and I only want a REFUND. They are so rude and tell me to contact the POLICE. I never blamed the company for not placing the items in my order, as I am a longtime customer and used to love Lilysilk, but there may have been issues during the delivery process or other circumstances that had those items go missing, I mentioned the possibility of items going missing during the customs inspection, or at delivery, as the package seemed opened and resealed when I received it. They just lost a very loyal and long-time customer who has consistently spent a large amount of money at their company due to their rude and useless non-existent customer service experience.
Dear customer,
We want to sincerely apologize for the frustrating experience you’ve encountered regarding your order. We truly understand how disappointing it must be, especially as a loyal Petal level member and a long-time customer of over five years. Your feedback is incredibly important to us, and we deeply regret that we have not met your expectations.
We acknowledge the inconvenience caused by the missing pillowcases and the miscommunication regarding your request for a refund. It is unacceptable that you have experienced such slow responses and unhelpful support from our team. We want to assure you that this is not the standard of service we strive to provide. One of our customer service representatives has already contacted you and we will do our utmost to help you solve the problem.
Again, We apologize for the inconvenience and frustration you’ve experienced. Your loyalty means a great deal to us, and we hope to have the opportunity to regain your trust.
Thank you for your understanding.
Best regards,
LILYSILK Customer Service
I've bought these sheets & pillow cases about 2 years ago & they are not the quality I expected. I purchased 3 different colors (silver, black & teal). I wash & dry these on delicate cycle using Woolite for delicates. They always come out with a chalky film on them. They also bead up after a few months. I paid ALOT of money for these & I'm throughly disappointed. They feel good at first but they not worth the money in the long run.
Dear Customer,
Thank you for bringing this issue to our attention.
We apologize for any inconvenience this may have caused.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. The product's service life will be different due to reasons such as washing methods, frequency of use, and usage habits of each person. To address the issues you have mentioned, the chalky film and beading may be a result of certain factors, such as the type of detergent used or the washing machine settings.
We understand your concern about the product. We take product quality and customer satisfaction seriously. We also highly recommend our customers follow our silk caring steps: https://www.lilysilk.com/us/how-to-care
We value your loyalty as a customer, and we want to ensure that you are completely satisfied with our products. We will report the condition to our production department and continue to make improvements.
Once again, we apologize for any inconvenience caused, if you have any problems, don't hesitate to contact us at support@lilysilk.zendesk.com, and we will reply to you within 24 hours on business days.
Best regards,
LILYSILK Customer Service
I am starting to deeply regret my purchase in LilySilk. I received an email on 11th of May confirming my parcel had been sent and I have not received it yet. It is June already and I have zero information from their side.
I mailed them yesterday asking for assistance but I keep waiting they email me back. I texted them via IG and same thing, no answer. So my experience so far it has been TERRIBLE, just like their costumer service.
Dear customer,
We apologize for any inconvenience this may have caused you.
We want to assure you that we value your business and are committed to resolving this issue for you. While we cannot control all aspects of the shipping process, we will do our best to provide you with accurate information and assistance.
We have tried to locate your order, however, we are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue?
If there is anything else we can assist you with or if you require any further information, please do not hesitate to contact us at support@lilysilk.zendesk.com. We value your feedback and appreciate your patience and understanding.
Best regards,
Lily Silk Customer Support
The so-called"customer service" doesn't exist! After 100 orders you wake up with customs fees to pay and lilysilk answer is absolutely disgraceful! They employ some Chinese repeating the same tape in a broken English like a tired cd!
Dear customer，
Thanks for your feedback!
We apologize for this unpleasant experience
Sometimes the additional customs or import duties couldn't be avoided.
But please don't worry. If you are charged with the customs duties later, could you please kindly provide us with the payment receipt and we will compensate for you.
We may not a perfect company, but we do put customer experience first and will continue to make improvements.
We have tried to locate your order but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
Please feel free to contact us; we will reply to you within 24 hours on our business days. Here is our email: support@lilysilk.zendesk.com.
Best regards,
LILYSILK Customer Service
Never received several orders. Lost $2000 from them, customer service is a joke. Once you place an order, there is a random tracking number from China. I am thinking of getting legal assistance at this point.
Dear Customer,
Thanks for your feedback on Trustpilot!
We apologize for the negative experience you had with our customer service and lost packages. We take full responsibility for any inconvenience caused.
However, your order has been shipped out based on the shipping address you provided and it was delivered on May, 5.
Please rest assured that we will help you initiate the investigation, but we need your support to provide us with the necessary information which is required.
One of our customer service staff will contact you to confirm the details, and we will do our utmost to help you solve the problem.
If you have any problems, don't hesitate to contact us at support@lilysilk.zendesk.com, and we will reply to you within 24 hours on business days.
Best regards,
LILYSILK Customer Service
I wish I had read these review last prior to ordering. The product I ordered was a trench coat. Very poor quality, not the color advertised and questionable if it's silk. I have emailed four times to request return information and it's always "request being reviewed". They give no company address on their website and no insert in packaging. They want to run the clock down on the 30 days. Do not waste your time on this company! It's coming from China, so your options are limited. Nasty company!
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
There may have some misunderstanding. We always replied to the messages within 24 hours.
Color differences may occur in online pictures and the product in real life because different devices may use certain color standards and display methods.
Please rest assured that we offer a 60-day easy return policy. You could return your orders if they do not meet your expectation, you could reach our customer service team via support@lilysilk.zendesk.com, and we are here to help.
Meanwhile, there is the return address on our website: https://www.lilysilk.com/us/shipping-and-returns, please check this link.
Best regards,
LILYSILK Customer Service
I did not listen to these reviews and ordered 2 shirts on "sale" for 250$
Totally not worth it as it's definitely not 100% silk. Silk is soft on both sides, these shirts are rough on the inside and feel more like satin. Save your money and go buy them at a reputable store
Even the label is cheap. They came in quickly to Canada but its so complicated to send them back that i just gave up and i think thats their goal. I havent even worn the blouses, thats how cheap they feel and look
There is a reason why they dont allow reviews on their fb page
Dear Customer,
Thanks for your feedback!
We are sorry that our products do not meet your expectations.
Hope you can kindly understand that the silk may feel and look different due to different weave methods.
Our apologies for the unpleasant shopping experience. We use only premium materials and will not compromise with inferior-quality products no matter how, and we have gain OEKO standard certification. But we do understand you may not 100% satisfied with our products.
We may not be a perfect company, but we do put customer experience first, and we will continue making improvements. You could reach our customer service team via support@lilysilk.zendesk.com, and we are here to help.
If you have any further questions, please feel free to contact us.
Kind Regards
LILYSILK Customer Service
They will not let you return anything if it's used or laundered. Their material isn't that great. It's thin. The stitching isn't that great either as you can see in the photo. So the 30 to 60 day satisfaction is a hoax because you can't actually try it or wash it. Even if the item arrives unraveled and starts to fall apart and you try it anyways, they don't care. My sheets came like this and they won't let me return them. I'm currently in the process of getting a partial credit but it isn't working in my favor. It takes 24 hours each response so is taking forever.
Dear customer，
Thank you for your feedback on Sitejabber.
We feel sorry that the products did not meet your expectations.
There may be some misunderstanding here.
Silk, a unique material, needs special and careful care, and it need use the special detergent for silk. Its lasting time can be affected by many factors, such as the using and care methods.
Our products are made of grade 6A mulberry silk and most of them own OEKO certification and are safe and healthy for your skin. So you can trust the quality of our products.
We do offer a 30-day return service, but sorry that according to our return policy, the items in the following conditions cannot be returned, refunded, or exchanged—① Items worn, ②Items washed, ③Items damaged, ④Items without all original labels.
We have tried to locate your order but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
We are very sorry for this unpleasant shopping experience. We will improve the quality of our service so that you can get a better experience.
If you have any problems, please feel free to contact us, we will reply to you within 24 hours on our business days. Here is our email: support@lilysilk.zendesk.com.
Best regards,
LILYSILK Customer Service
Overview
LilySilk has a rating of 1.9 stars from 147 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with LilySilk most frequently mention customer service, pillow cases and full refund. LilySilk ranks 96th among Manufacturing sites.
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- Pineville, Pineville
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Customer,
Thank you for taking the time to share your feedback with us. We are sorry to hear about the difficulties you have experienced with your recent purchase and return.
We understand your frustration regarding the customs process and the unexpected duty fees associated with returning the goods. We apologize for any inconvenience this may have caused you.
We are having difficulty locating your order due to incomplete information. Therefore, we kindly request that you provide us with your order number or the email address associated with your order. This will enable us to investigate the issue and provide a satisfactory resolution. We are committed to doing whatever it takes to ensure our customers' satisfaction.
If you need additional assistance, please feel free to contact us at support@lilysilk.zendesk.com. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service