I want to say that I see the Lily Silk has responded to many of the comments below, as if they fixed them. However, I want to note that while they do follow up, the offer no solution. My last interaction with them began with this sentence - "sorry for the trouble you caused." I run a large tech firm with many customer service staff. If any one of my staff ever wrote this sentence, I would fire them immediately. DO NOT purchase anything from this company. There is no way to make a return if you are dissatisfied.
Both hubby and I really like these pillowcases (he now wants a whole set of satin sheets!). No more face creases!
I really like the envelope closure, too. I'm tired of having my face imprinted with the hem trim because manufacturers refuse to make queen-sized pillowcases anymore.
The seller is very responsive, as well, taking care of my concerns promptly and thoroughly.
Glad we read the reviews. Interesting that there are many negative reviews and each one has a response but when contacting customer service they don't respond. Says it all otherwise there wouldn't be that many negative reviews.
Almost bought $1000 worth of stuff and thought of reading reviews just before paying. Glad we did. Will definitely stay clear from this company
Dear Customer，
Thank you for taking the time to provide us your feedback.
We sincerely apologize that our service was not satisfactory for you.
We may not be 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.
Also, we will be sure to pass your request and experience along to our management team for future improvement.
We'll always do whatever it takes to make it right for our customers!
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.
Bought 2 pillowcases, had a severe rash on my skin, ask to return the one that I didn't use, the response is no, because they were on sale. What a scam! Poor customer service. Wish I read the reviews before
Dear Customer,
Thanks for your feedback!
We apologize for this unpleasant experience and we feel sorry to hear about that.
The pillowcases you ordered are made of 100% Grade 6A Mulberry Silk and own the OEKO certification. So you can trust our quality.
Please rest assured that you can return the pillowcase that didn't use for a refund. If you have any problems, please feel free to contact us, we will reply to you within 24 hours on our business days.
We put customer experience first and will continue to make improvements.
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.
Best regards,
LILYSILK Customer Service
No further responds from the store but the refund was credited to my card quietly (I thought). Actually that was the pending transaction only they never did refund. I didn't realized it initially. Then I tried hard to dispute with Chase instead of deal with the store since I know they would never take responsibility. After months waiting, finally I got my money back. What a nightmare! Beware before making order from this store...
Don't be fooled. They looked like responding within 24 hours after my first post and as usual wanted more information to locate the order. Sounds like helpful, right? That's all I got from them all these days. They played mute afterwards regardless the details provided.
Beware of shopping with this company as long as they use DHL as carrier. DHL dropped off the shipment at wrong address which was not in our neighborhood. DHL supposed the person who received the package had given it to me and closed the case. At this moment I still haven't seen my package. I contacted Lilysilk, filled up required form with my picture ID. I was told they would double check with DHL and get back to me. Then that's it. No more response and even if I kept emailing them. The phone number in California doesn't really help because the company is in China. I am so frustrated with this shopping experience. I will be keeping post on social media and warning shoppers until getting my money back.
I ordered a ‘silk' sleeping cap and ‘silk' pillowcase. The pillowcase has a tag which details that it is made of 100% mulberry silk. My main problem is with the sleeping cap. It has no tag detailing the fabric composition. It feels like polyester. Most damning is the receipt listed on the shipping package which said ‘polyester cap' ‘polyester pillowcase'. The website claims that the products I ordered are 100% silk as well as a card included in my order claiming ‘Lilysilk products are made with 100% pure, natural mulberry silk'. This is false advertising and in breach of the Fair Trading Act which I will be reporting if I don't receive a full refund.
Dear customer，
Thanks for your feedback.
We feel sorry that the products did not meet your expectations
Our products are manufactured in China, which is the home of silk with the best quality of silk. And please rest assured that most of LILYSILK's products are made of 100% Grade 6A Mulberry Silk and own the OEKO certification.
You can refer to this link https://www.lilysilk.com/us/identify-real-silk to identify the real silk.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products no matter how.
Please feel assured that we provide a 60-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK. 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.
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.
Best regards,
LILYSILK Customer Service
I let my hair grow out from white/ silver to a different texture charcoal in the back. I wear below my shoulders and it becomes truly damaged from normal pillows.
I love the smart design of cotton on one side for no slipping around and the silk side has completely solved my problem. A great find!
Ordered an item for my wife. They accepted the order and when I asked why it was taking so long to arrive, they told me that, as the item was out of stock, they there waiting for it to arrive at their location. Then, they despatched it so slowly, e.g. with the slowest delivery within UK - 48 hours with Royal mail, that it arrived after my wife birthday. The item was of poor quality silk and the cut/tailoring did not seem like that on the website, so returned. The return was painless and the money credited promptly, hence 2 stars, if not would have been one.
Dear Customer,
Thanks for your feedback!
We are sorry for any inconvenience caused and our products did not meet your expectations.
There may be some misunderstanding here.
Our products are made of grade 6A mulberry silk, and most of them own OEKO certification. So you can trust our quality. We put customer experience first and will continue to make improvements.
We are sorry that we did not find your order according to the information you left. Could you please provide us with the order number or email used to place the order? Then we can check the condition for you and help you 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
I have now used this pillowcase for about a month - just bought my second! I have very long hair and acne prone skin. Since using this pillowcase my face appeared in the AM is much better! The pillowcase is nice and cool when I jump into bed at night - which, helps put me to sleep. After using this pillowcase I probably won't use any other!
Today my order was delivered after 8 weeks and so many emails. Unfortunately they are far to small. I ordered large because i thought i would like roomy blouse and T-shirt but what has arrived is about a size 12 UK. I am attempting to return the items and as Lilysilk have offered to pay for the return I am in the process of requesting a paid return label. Also a refund not exchange of the goods. I will update when i get a reply.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
Meanwhile, we are sorry that the sizes did not meet your expectations.
Sorry that we did not find your email or your order according to the information you left. Could you please provide us with your email? Then we can check the condition for you and help you 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
I haven't ordered from this brand and I dont think I'll bother. I emailed customer service with a specific question about one of their products I wanted to order and the response was very vague and general, it did not answer my question about the product at all. I think that my message was possibly lost in translation, as the response seemed like it was from someone who's first language is not English, so this may have been a factor. Anyway, I'm not going to spend my money ordering their expensive products, when their customer service is not good at all.
Dear customer，
Thanks for your feedback!
We are sorry that our customer service did not give you good support in the face of your problem.
But please believe in the quality of our products and the sincerity of solving problems for customers. We will continue to improve our service quality and give you a better customer experience.
We have tried to locate your email but are unable to find it due to the limited info you left. Could you please provide us with the email you used to contact us so that we can look into this issue? We will try our best to help solve the problem.
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
This is the first time I have ever purchased silk sheets and spent this kind of money on sheets. However it was worth it. I'm an insomniac and I try so many things to fall asleep. Oddly sometimes I can feel the slightest things in my bed or on my skin. These sheets are dreamy. I'll never go back to cotton sheets.
I purchased a large size thinking it would be a bit big as I normally take a medium. But I wanted to make sure it was comfortable. It was so small. It has to be labeled wrong. No one makes a large that small. The refuse to exchange or return it because it was on sale. My guess is they clear out miss sizes at a discount than refuse to take them back. Terrible company!
Dear Customer,
Thanks for your feedback!
We are sorry that our sizes did not meet your expectations.
When you buy products, you can consult our customer service. We could give you some advice on sizes if you have any doubts before making a purchase and we also provide customized services. We put customer experience first and will continue to make improvements.
Please feel assured that we provide a 60-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK. If you have any problems, please contact us, we will reply to you within 24 hours on our business days.
We are sorry that we did not find your order according to the information you left. Could you please provide us with the order number or email used to place the order? Then we can check the condition for you and help you 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
The items are very clearly not silk. The quality is awful, you'd be better off going to Primark and getting better value for money. I purchased pyjamas for my partner and I was too embarrassed to give them to him.
Dear customer，
Thanks for your feedback!
We feel sorry that the products did not meet your expectations
Please rest assured that most of LILYSILK's products are made of 100% Grade 6A Mulberry Silk and own the OEKO certification. So you can trust our quality.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products no matter how.
We offer a 60-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. 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.
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.
Best regards,
LILYSILK Customer Service
I've ordered a scarf from them (end of july) for a gift, but mostly to check the quality of their silk and their shipment before ordering one of their dresses for the wedding of my friend... i can't even TRACK my order (after ONE WEEK)! And I have to leave my country (France) soon! It just seems like what all the reviews written here seem legitimate, i am also very worried about the quality of the silk now... someone said they could confirm it's not 100% silk in a lab..
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
There may be some misunderstanding here.
Normally, products need 1 or 2 business days for preparation. The delivery time is 5-12 business days according to the weight if you choose to ship to France.
Most of our products are made of 100% Grade 6A Mulberry Silk and own the OEKO certification.
We provide a 60-day easy return or exchange service if customers are not completely satisfied with their products from LILYSILK.
Sorry that we did not find your email or your order according to the information you left. Could you please provide us with your email? Then we can check the condition for you and help you solve the problem.
Please feel free to contact mail: support@lilysilk.zendesk.com, we will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I conformed with their request to inform them in writing within 7 days that I wished return an item. They have said they can not refund because it is an intimate item - it is a dressing gown. There was no where on there website that informed a potential purchaser of these conditions. They then said they would exchange but there is no other item I want. These actions are not acceptable I am entitled to a full refund.
I have tried to contact them by phone on several occasions but the phone just rings out.
The 22 momme silk blouses I bought started pilling awfully after just a few wears! If you are going to buy Lilysilk products, wear them alone(no jacket over or no bag rubbing to the clothing). I would not recommend bedding or pyjamas that are worn daily at all. In general, spend a bit more for more reputable silk producers.
Update: So, it's been over a year and a reply with a promise made on this site by so-called LilySilk Representative never was fulfilled. Dear LilySilk, stop stalking independent review sites with false promises to solve the problems. It only discredited LilySilk further. Shameful behavior.
Dear customer,
We're sorry to know that there is a problem with the products you purchased. If you have any questions, you can contact us and we will do our best to solve the problem for you. One customer service staff will contact you to help you later, and hope that this problem can be solved.
Kind regards,
LILYSILK Customer Service
Whatever i received was not silk. It was satin or silk mixed with synthetics. I've no doubt in my mind they take real OEKO-TEX labels and stick them onto fake silk. Real silk feels the same on both sides. What i received was painfully obvious synthetic product. When i emailed for tracking issues the reps name was Frank but could barely speak english on text. I feel really dumb for falling for this fake website from china. Buy NA, JPN, EU. never china. I dont expect to receive my money back but ill be making sure my negative review gets out there whenever this company or silk in general is mentioned.
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.
Most of our products are made of 100% silk and have OEKO-TEX authentication.
Please kindly note that there are many kinds of silk, such as crepe de chine, georgette, plain crepe satin, etc. They all have different hand and fabric touches. Among them, the two sides of plain crepe satin feel different, one side is smooth, the other side is astringent.
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
Well I have looked at all these reviews and decided not to buy anything from Lily silk.
In fact I can say in my experience of buying from China, it has become very hit nad miss buying any clothing.
They seem to put whatever description they want in order to sell the item. How can this be?
What has happened to consumer protection when; falsifying product descriptions, fraud, deciet, lies etc.
Dear Customer,
Thank you for your feedback.
Our products are manufactured in China, which is the home of silk with the best quality of silk. And please rest assured that most of LILYSILK's products are made of 100% Grade 6A Mulberry Silk and own the OEKO certification. Our descriptions are based on the products themselves.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products no matter how.
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
I purchased a wireless bra which was a 'one size' fits most but the information said "it is best suited for anyone who wears a traditional band between 31.5-40" and an A-D cup" In reality this is a 30 or 32a-b bra for a small teenager and of no use to me. This was not cheap at $89AUD. I will now test their return policy but don't hold out much hope. Do not waste your money!
Dear Customer,
Thank you for your feedback.
We feel sorry that the bras did not meet your expectations.
When you buy products, you can consult our customer service. We could give you some advice on sizes if you have any doubts before making a purchase. The sizes may not match everyone perfectly because everyone would have a different figure.
Please rest assured that we offer a 60-day easy return policy if you do not satisfied with your received products.
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.
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
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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Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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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 your feedback.
We apologize for the mistake we caused and this unpleasant experience.
There may be some misunderstanding between us.
Please rest assured that we offer a 60-day easy return policy if you do not satisfied with your received products.
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 may not a perfect company, but we do put customer experience first and will continue to make improvements.
You could reach our customer service team via support@lilysilk.zendesk.com, and we are here to help.
Kind Regards
LILYSILK Customer Service