I bought these as a gift for my wife. They are hands down some of the softest sheets I've personally ever slept on and am thrilled with them.
I would highly recommend this product. I'll buy more.
I'll continue buying at lily silk company. Thank you all service workers: stone. Abby, Apple. Tracy., they are all good.
The website has pillowcases but you can get some weird cover. Very disappointed. I sent those weird things back, but have not seen their money so far.
As of 10/4/2021 almost a year after I returned the item, I finally got my money back through a DISPUTE decision in favor of me. Lilysilk always insisted that they had refunded the money to Paypal, however Paypal and the credit card company both confirmed they never got any refund from Lilysilk. Apparently Lilysilk is lying! Glad I was able to dispute this transaction and was protected by the credit card company and Paypal, and glad now I know clearly how untrustworthy Lilysilk is!
Dear Customer,
Thank you for your feedback.
There may be some misunderstanding here.
Usually, we will process the refund immediately once receive customers' returned parcel. 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.
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 requested a return last year with Lilysilk. My return request was accepted but they told me they cannot accept the returns due to Covid19 and they will let me know after about a month if their site is re-open so that they will accept my return. I waited for two months and sent them several emails but NEVER got any response from Lilysilk. I disputed this transaction with the bank and Lilysilk responded to me immediately after the dispute and said they are re-open now and can process the returns. Then after Lilysilk received my return they asked me if it is okay to first refund me 50% and they need further check. I said no. They replied me by saying that they will refund full money immediately. Then after another MONTH, I still haven't got my refund. Lilysilk says they have processed the refund but the bank held it. They also said they cannot refund me unless I canceled the dispute. How ridiculous it is! It seems that Lilysilk is always finding an excuse but never refund money. This company is so untrustworthy and so scam! Don't buy anything from this company. The quality of clothes is poor and not consistent either.
I send back my dress 2 weeks ago which I never opened the package and they received the UPS package on Tuesday, I still have not gotten the approval email that they are talking about that I'm am supposed to received, I called and no one pickup the customer service line, and I have left message today 4-10-23 to have them call me for a status of my refund, I don't know why thing takes so long to process a refund, I very frustrated.
Dear Customer,
We do apologize for the misunderstanding and inconvenience.
Normally, we will process the refund or exchange once we receive the returned parcel and confirm. We will continue to improve our return policy in the future and satisfy every LILYSILK user as much as possible.
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 and do whatever it takes to make it right for our customers!
We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I got all of my 22 momme silk bedding from Lilysilk and am soo happy! The prices are reasonable and the quality is exceptional! They give you 45 days to try it out and free express delivery.
This is a scam company, ignore all these positive reviews and read the true customer reviews further down the chain. Do not be a victim to these dreadful scammers.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience. There may be some misunderstanding between us.
Generally, we will reply to you within 24 hours on our business days.
We apologize the delivery time may be a little different according to the shipping address. Due to the escalation of prevention of the epidemic, the recent flight plan has changed significantly, resulting in this batch of goods might be a little delayed. We appreciate your understanding.
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 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
The tracking system doesn't work, then they say the items were delivered, but nothing has been delivered. I spent £350 I'm extremely unhappy
Dear Customer,
Thank you for sharing your feedback with us.
Thank you for bringing these issues to our attention. We value your business and apologize for any negative impression this may have left. If there is anything else we can assist you with, please do not hesitate to let us know. 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.
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.
Thank you again for taking the time to share your thoughts with us.
Best regards,
Sincerely,
Ended up being a huge fan of the silk pillowcase! Pricey but I liked it so much I ordered a second one, and plan to order some for my daughter and my mom, it's so perfect!
Not only the website is disclosing misleading advertising about their services (free return) and about their products (the product I received were not made of silk.
I returned my product using a tracked mailing service and they pretended they only received part of the product I sent and therefore refunded only 10% of my order.
Update 21/06/21:
Customer service acted dodgy by first pretending the warehouse informed them only part of my order has been returned.
By the time I replied that I will involve my bank fraud department and my parcel was a tracked package containing 1.2 kilos of goods when it left the Post office so I will easily prove they are scammers, 3 minutes later they surprisingly find the rest of the rest of my order (only one parcel was sent with all items in it). Obviously the lied again and pretended the return form was not attached to my return to justify their initial 'mistake'.
Also please see my screenshot of their website about the misleading advertisement stating "free return" without any mention of US only, and I am on the GB locale. Another 'mistake' I guess
Last but not least, since they now replied they are oeko-tex certified, I have just made a verification on oeko-tex of certificate number they provide on their website SHHO *******, funny enough the following error message is returned to me "the validity of the is currently under review. Please contact us for further information".
Probably another mistake
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
Most of our products made of grade 6A mulberry silk and most of LILYSILK's products own the OEKO certification and are safe and healthy for your skin.
You can search the company's name "LILYSILK" on the OEKO official website. Here is the link.
https://www.OEKO-tex.com/en/buying-guide
Then you will find our company which owns authentic and valid OEKO certification.
Please know that the free return is only offered to 1st return on orders shipped in the USA. For all other returns, customers need to pay for the cost of shipment, which you can check on our website: https://www.lilysilk.com/us/shipping-and-returns
Sorry again for the misunderstanding.
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
Their materials are not at all of excelente quality, shipping time is horror, my last package didn't arrived, they kinda refunded me (not sire for excanhe eate but I have paied 69 EUR, and got like 62). I won't be using them again, I kinda like some colours and designs, but I'll pass them. Before I got as a gift golden silk shirt, it is kinda ok, but too stiff it is not soft as I wanted.
Dear Customer,
We apologize for the inconvenience you have experienced.
Regarding the shirt you received, we are sorry to hear that it did not meet your expectations in terms of softness. We take your feedback seriously and will work to improve the quality of our products.
We appreciate your feedback about our customer service and will use it to improve our service. We value our customers and strive to provide the best possible experience for them.
We would like to assure you that we do care about our customers and are committed to providing them with high-quality products and excellent service. We do work with influencers, but they are chosen carefully based on their alignment with our brand values and their ability to provide valuable feedback to our customers.
We would like to investigate this issue further and provide you with a satisfactory resolution.
We have tried to locate your order and check your refund status 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.
If you need additional assistance, please feel free to contact us at support@lilysilk.zendesk.com.
Best regards,
LILYSILK Customer Service
Very impressed. I have paid twice as much for silk pajamas that weren't as nice as these. Lighter than air, extremely comfortable and they seem to be well-made.
It was the first silk pillowcase I've purchased for myself, beyond expectation, and I appreciated the box that the pillowcase comes in, makes it like a gift, and price is nice too.
While I know that quality silk satin is something to behold, I ordered two pillow cases from LilySilk as a romantic "couple's present" for Valentine's Day, based upon all the LilySilk hype.
Once they were hand washed and dried, it turns out that they were scratchy and not as nice as our existing cotton sateen pillow cases. They were also noisy whey we lay down on them and they made our heads too hot! My husband immediately wanted his old pillow case back and I said that I felt the same way.
I tried to return the pillow cases to LilySilk but they initially refused to even check to see if they were defective. Ultimately they allowed me to send them to their "silk expert" in London who sent pictures back (attached) showing big smear marks and stains that were NOT on the pillow cases when I sent them. We'd only put our heads on them for about 10 minutes and we certainly did not rub the floor or something with them.
I had to have my credit card company arbitrate to get my money back due to the apparently false claims about in the LilySilk advertising, their lame satisfaction guarantees and their seriously poor customer service. In the end, I got my money back but I would NEVER purchase from LilySilk again!
Buyer beware!
-------------------------------------------------------- U P D A T E -------------------------------------------------------
LilySilk are now implying that I washed the pillowcases incorrectly when, in fact, I have and USED silk wash for the purposes of washing the pillowcases... talk about passing the buck.
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.
Delicate care is needed with silk products and it need use the special detergent for silk.
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 offer a 60-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.
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
I've been waiting for weeks for an exchange or refund but hear nothing. Don't believe their claims of easy returns, tthere is nothing easy about their process.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
There may be some misunderstanding here. Normally, we process the return request within 48 hours.
We are 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
Silk comforter is so much lighter in weight, but every bit as warm. It is also very cozy. Because it is lighter it conforms to my body shape so all of me is covered
The price was great, very fast delivery, color is perfect, and it is extremely silky and smooth and soft. Couldn't be happier!
My daughter loves her pillowcase.
I loved all the items from LilySilk, the quality for cashmere sweaters is amazing, all the silk garments are perfect.
The service is also very lovely.
I highly recommend them
Love the silk material, slightly thicker than some other silk pajama sets, though I have one set that is thicker than this one. Love the color and styling.
I own the pillow case and eye mask and am very impressed with the quality and comfort! Very soft and helps with my skin issues on my face. Highly recommend!
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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- 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，
Thanks for your feedback!
We feel sorry that the products did not meet your expectations.
We offer a 60-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. We usually process the refund or exchange once we receive feedback from our warehouse about your return package, which may take 3-4 days after your package is delivered, we appreciate you for your patience.
We have tried to locate your order and check your refund status 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.
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