Silk + Snow Reviews 

The worst company I have ever experienced. I ordered a bedding bundle. As soon as everything went through there was a note on one item saying discontinued. I emailed to find out it was discontinued but still available on the website. No alternative was offered just they don’t have it. I had to ask for a different set. Then two weeks after the order I get an email saying the duvet I ordered was not coming for another month possibly longer - they didn’t know. I emailed back and asked if I could have the thicker duvet ($10 price difference) they said no.
Zero customer service, emails are few and far between and incredibly slow. Shipping is not concrete it seems to be just done when they get around to it. Still have no idea where half my order is and if I will get a refund for this non existent duvet.
Appalling. Useless. Will never use again.

Silk and Snow has beautiful products, great quality and excellent customer service. We purchased 2 of the same beds from the Silk and Snow Caledonia location. After the fact, I wanted to change the colour and style for one of the beds, so they weren’t both the same. I called customer service to see how I should proceed with the exchange. They were responsive and prompt in helping me through the process. Highly recommend shopping at Silk and Snow.

My order got a little confusing when one of the items was out of stock...long story short they made it so I got my full refund and very pleased that I got my adjustable bed on time! Will be ordering Again..by the way love their linen sheets also! I've ordered two sets already!

I couldn’t get through by phone to the Granville Street location in Vancouver so I went on the Silk & Snow website and Manon helped me order the linen queen size duvet for delivery in Princeton, BC, a remote location. I just received the duvet as expected and I’m so happy!

The premier adjustable base bed was out of stock, but Manon was able to locate 2 beds in the US, so she was able to order one.
She went above and beyond, which is great because otherwise it could have been awhile before I was able to order my bed. But she made it happen!!
Thanks!!

No option for -10 stars. This is by FAR the WORST company to buy a mattress from, especially when it comes to their return policy. They will find EVERY single way to NOT pay you your money back. We have been waiting a month and half now for our refund, because they have no intelligent people in accounting that can figure out a refund to a new cc, since the last cc was compromised.
They DO NOT call you back , ever. Each time they say they do, I promise you they lie. The supervisors are mirages I’m certain and there is no way to speak to a manager.. convenient isn’t it? They say the same thing over and over again. Absolutely the most useless company I have ever had to deal with. I will never be recommending this for anyone and I have a big platform online and will be posting this huge inconvenience on there as well. Word of mouth is key people. Never never never buy anything from them unless you’re absolutely certain with no shadow of a doubt going to be keeping the items. You lose your card or have it stolen or compromised…. Get a titanium spine cause you’ll be fighting with them til hell freezes over. Have absolutely nothing good to say about this company and it’s abhorrent policies.

We had ordered a mattress about 3 years ago, and we love it. Silk and Snow delivers promptly and always in great shape. This past week we ordered another mattress and a couple of beds (that are backordered) but the mattress did get sent back to them and Bianca fixed it all up for me very quickly. Thank you to all the team that works to keep us the customers happy and coming back for more of your great products.

We bought mattress toppers and eco soy pillows online on July 8, 2026 for our cottage. On July 13th everything was delivered to our cottage (which has a lengthy dirt road). Silk & Snow's customer service was excellent and Bianca was very helpful.

Customer service is amazing! So understanding and helpful

Ordered Bed frame, Mattress and Sleep Bundle July 1, 2026 and everything was in stock. Then the delivery nightmare began. Looked at tracking information and it said Bed frame July 8th but it came July 6th. Mattress July 10 but came July 8th. Sleep bundle is out of stock and may come the week of July 20th. From IN STOCK to delivery whenever. Brutal.

Excellent customer service. I needed to cancel an order and Margaux handled it all efficiently.

Beautiful show room. Knowledgeable staff (thank you Jeremy st the caledonia location). Ordering was easy and items came promptly.

Family member bought a bed frame from them as a gift for our new home. When I tried to build the bed, I found parts missing. I called and they would not help me. They called and they got nothing as well. I ended up with a very expensive garbage. I hope they get the reputation that they deserve

Best customer service I have experienced, EVER. High quality products at an affordable price. Every company should model themselves after Silk & Snow, we’d all be better off.

Ordered two linen sheets for total of $261.00 online. After 8 days with no notification of shipping I called CS. She told me those items were discontinued but they still processed the order and charged me for the order. Now CS will "notify the team" about this order and "request" they refund me. ?? So they wasted my time, are holding my money and it's up to me to let them know? Sounds like a scam. Now I have to wait for paypal to help them generate my refund so I can order from another company.

Excellent experience with Silk & Snow. The customer service was outstanding from start to finish—responsive, helpful, and genuinely focused on making sure everything went smoothly. The product is beautiful, exceptionally well made, and the quality exceeded my expectations.

I was also impressed by how quickly they addressed questions and followed up after delivery. It's refreshing to deal with a company that stands behind its products and provides such attentive customer care. Highly recommend!

I ordered two pillows, but only one arrived. Your fantastic team worked tirelessly to get my second pillow to my door only 2 days later. You guys are warm, have a great rapport with me, and were super sympathetic and helpful. These pillows are the most comfortable, supportive pillows I have ever tried. I also have a Silk & Snow pillow from 5 years ago and it has never lost its shape, comfort, loft, or support! I will highly recommend you to everyone.

We have had the Wooden Bed Frame with Headboard for about 2.5 years. I will say it was delivered well, looks nice, and I didn’t have any issues putting it together. The pieces didn’t fit together super snug and have wiggled and squeaked a bit since the beginning. And I mean just getting in and out of the bed it wiggles and squeaks. However, now I have noticed that most of the legs are bowing out, some of the pieces seem to be coming loose/apart from each other, and the wiggling and squeaking has gotten worse. The headboard is splitting apart and some of the joinery pieces that appeared to be glued together seem to be coming apart. The legs are bowing out compared to how they came as well. I don’t believe it will last more than another year, unless I drill out and drive screws into all of the pieces to properly attach them, which negates the point of the joinery in addition to requiring tools and skills. I’m disappointed and should have just paid more for the name brand. I’ve had really cheap bed frames last much longer than this. And this bed frame was >$1000. I’m afraid that my cat might be under the bed when it finally collapses. I didn’t realize this could even be a problem when shopping for solid wood bed frames to be honest.

Ordered the flax linen fitted sheet and pillow cases. Spent a lot of money on these items ($247.52), with the thought that what is marketed as a high-quality product at a high price should last. Was I ever wrong. The product began thinning and discoloring almost immediately, and 13 months after purchase (just out of their 12 month warranty) holes started appearing in multiple locations. Washing instructions have always been carefully followed. The sheets are no longer usable. I contacted Silk & Snow to explain my disappointment and never recieved a reply back even though their customer service states that responses are made within 48 hours. I would never recommend anyone to buy from Silk & Snow, as product quality is very poor. This is unfortunate, as I love natural fabrics (ie linen), and prefer to support Canadian businesses. They have lost my business and I advise others not to purchase from them either.

The products offered are of top quality. Customer service is quick and friendly and always cordial. There is a sense of respect in both areas, respecting customers by offering products that reflect good value and respecting customers by responding in a timely, cordial manner.