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LilySilk Reviews Summary
LILYSILK is a luxury silk fashion brand offering high-quality clothing, bedding, and accessories made from 100% natural mulberry silk. Their products prioritize comfort, elegance, and sustainability.
This summary is generated by AI, based on text from customer reviews
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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
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 [email protected]. We value your feedback and appreciate your patience and understanding.
Best regards,
Lily Silk Customer Support
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 [email protected].
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 [email protected], and we will reply to you within 24 hours on business days.
Best regards,
LILYSILK Customer Service
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
Extremely let down after spending over £300 on two silk dressing gowns. The "silk" is scratchy and rough, and the inside is even worse.
I own two silk pillowcases made by SLIP, the difference is huge. This is not silk.
The website doesn't mention this is a Chinese company, I found out when I didn't receive anything about my order for 10 days and had to email them.
Unfortunately I went for embroidering so I cannot return the items.
Please save yourself money and do not shop here.
Dear customer，
We are truly sorry to hear about your disappointing experience with our silk dressing gowns.
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.
But we will continue to collect consumer suggestions to improve our items and satisfy every LILYSILK user as much as possible.
According to our return policy, please kindly understand that personalized items with embroidery cannot be returned due to their customized nature.
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: [email protected].
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
This company has no standard procedures, so each time you contact them, they are guessing about what's the least they can do. Avoid this company. $1,300 for sheets, and after one wash (using Euculan soap and by hand), the fitted sheet is pilling. I contact them, and it takes 18 emails for them not to resolve my issue. They are so backwards thinking. I purchased a SET of sheets. A key part of that set (the fitted sheet) is defective, but I'm still stuck with the flat sheet and pillow cases, while having to go replace the fitted sheet elsewhere because I'll never buy from Lilysilk again. They even have the nerve to offer only a 12% discount to replace the defective sheet (that I purchased in a set).
Dear customer,
We are very sorry to hear about your negative experience with our company. We apologize for any inconvenience caused and understand your frustration with the quality of the product you received.
Regarding the fitted sheet, we already issued a full refund to your original payment account. If you paid through PayPal, it would take 3-5 working days to process the refund. If you paid it through credit or debit cards, the refund could take up to 10 working days to reflect in your account, please check your refund accordingly. Thanks!
We take all customer feedback seriously and will be sure to review our standard procedures to ensure that we are providing the best service possible. We would like to offer our sincerest apologies for any miscommunication or inconvenience caused throughout this process.
If you need additional assistance, please feel free to contact us at [email protected].
Best regards,
LILYSILK Customer Service
Fake silk. Rough and scratchy. No way this is real I don't care what "certification" they have I do not believe it. I have real silk and this isn't
Dear customer，
We are sorry to hear that you're disappointed with the quality of the silk.
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.
In general, it's important to keep in mind that different types of silk may have varying levels of softness and texture, so it's possible that the silk you received is a different type than what you are used to.
We offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.
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: [email protected].
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
Got a camisole from this company and their hair curler thing, not very good quality at all. The silk is extremely thin, like see through thin, if it's even silk (doesn't feel like it) Conpany site says first return free but they told me on the phone that's only for US customers not Canadian. The hair curler feels really cheap too and has this weird fake pearl button at the end that gets caught in hair and pulls single strands so it wakes you up while you're sleeping. Over all just not good quality and customer service gives 0 you know whats. I had a huge list of things I wanted to buy from this company but definitely will not order again. Super dissatisfied with the item and their customer service. Wanted to get one of their duvets and a few sweaters but after seeing these items and dealing with the company I definitely will not be making the next order. Sad cause the pictures are beautiful but the item was not.
Dear Customer,
We do apologize for this and any misunderstanding.
The Camisole you purchased is made of 18 Momme Crepe De Chine Silk, Lightweight & Wrinkle-Resistant.
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 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK.
If you need additional assistance, please feel free to contact us at [email protected]. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I placed 4 orders. All over a threshold to receive a random gift (one of six products). Each gift was the same. That's not random. Their customer service is slow and doesn't understand or compromise. Now one item's buttons are falling off after being worn twice and they don't offer to replace but instead charge me $15 shipping so that I can repair it. Terrible company. Not a real luxury brand. Based in China.
Dear Customer,
Thank you for your feedback on Trustpilot.
There may be some misunderstanding here.
Please kindly note that our free gift is random.
In addition, regarding the buttons that fall off and cannot be found, we can send some replacement buttons for free.
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.
Also, please feel free to contact us; we will reply to you within 24 hours on our business days. Here is our email: [email protected].
Best regards,
LILYSILK Customer Service
I wrote a review in February about a pair of pants on which there was a zipper issue. I was told by the company that since it was a defective product I would receive a refund. It is three months and counting and still no refund. I am not surprised but want to warn others that even if they acknowledge a product has issues and the return is justified your odds of getting a credit are probably zero.
Dear Customer,
Thanks for your feedback on Trustpilot!
We feel sorry for the zipper issue. Usually, we will process a strict quality inspection before shipping to ensure customers will receive the perfect products.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products no matter how. We put customer experience first and will continue to make improvements.
We offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.
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, please feel free to contact us, and we will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
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 [email protected] with any issues.
We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service.
I purchased two garments for my wife prior to Christmas. Neither fit so I returned them 12/27/22. I tracked the package. It took them 5 days after they received package to admit they had it. Now they are going to take 10-15 to refund my money. This is a terrible company. They don't have a functional customer service and are unapologetic. Please save yourself the agony of dealing with them.
Dear Customer,
Sorry for the misunderstanding here,
Usually, we will process the refund or exchange once we receive feedback from our warehouse, but sometimes the feedback from our warehouse may be delayed due to the large volume of orders in the peak season.
Sorry again for any inconvenience.
And we appreciate very much your feedback.
We will continue to improve our return policy in the future and satisfy every LILYSILK user as much as possible.
Please always feel free to email us at [email protected] with any issues.
We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
Hice un pedido en esta web de casi 1000 euros, entre mi compra había unos sujetadores de seda talla única, los cual pensé que podían sentarme bien.
Cuando llegó el pedido ( tiempos correctos) me lo probé y no me sentaba bien, me apretaba mucho el pecho, por lo que decidí enviar un email para procesar la devolución dentro de los tiempos de sus términos y condiciones, con mi sorpresa que;
1- yo escribí el email en español y contestan en inglés, gracias que soy bilingüe y pude entender y contestar al mismo.
2- me dicen que los sujetadores no se cambian incluso habiendo escrito el email dentro de las 12 horas, y sin quitar la etiqueta ( hasta las tiendas más baratas te permiten probarte los sujetadores, no todos tenemos la misma figura) - no son unas bragas.
3- para intentar ser amables me ofrecen 1000 puntos, lo que es 10 euros descuento en mi siguiente compra. Sólo los dos sujetadores tienen un coste de 100 euros, me parece un insulto.
Si, tienen unos productos maravillosos pero el servicio es penoso, ya que no estamos hablando de un producto barato que lo dejas en el fondo del cajón.
Sin duda alguna no volveré a usar sus servicios por mucho que me gusten sus productos, si tengo cualquier problema se que no va a haber ninguna ayuda.
Gracias.
Dear customer，
We feel sorry that our bras did not meet your expectations.
There may be some misunderstanding here.
According to our returns policy, silk underwear cannot be returned, but bras are returnable.
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: [email protected].
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
Very bottom line Quality Silk. Not even sure if it is really 100% Silk or some kind of fake Silk. It feels rough compared even to my cotton bed sheets. I have a pillowcase from reputable silk company which i absolutely adore. There is no way you could compare the silk i have and Lilysilk... Lilysilk is just sooo much rougher and worse to touch... Do not recommend.
Dear Customer,
We feel sorry that the product didn't meet your expectations.
There must be some misunderstanding here.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how, and most of them own OEKO certification and are safe and healthy for your skin. You can refer to this link https://www.lilysilk.com/us/silk-guide-2022? 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 don't like it, please feel free to contact us.
Could you please provide us with the order number or the email you used to place the order so 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 [email protected], we will reply to you within 24 hours on business days.
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've been purchasing key items for a classic, elegant wardrobe and a silk shirt was a must. Well, I ordered the no wrinkle basic shirt and it arrived very wrinkled. I held the shirt up to examine it and feel the texture I discovered that all along the right side it had a brown stain and the texture of the shirt was different than the unsoiled part. As I began, the refund process, I saw that returns required some approval process. Because of the return process, I don't trust this company. Note that the shirt came from China.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience. There may be some misunderstanding between us.
We are very sorry for the stains on the shirt you received. We always process a strict quality inspection before shipping to ensure that customers will receive the perfect products. Would you please help us confirm if the package was complete when you received it? And we will undertake your return postage to return it.
Our products are manufactured in China, the home of silk with the best quality. 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.
We have tried to locate your order but cannot find it due to the limited information you left. Could you please provide us with the order number or the email you used to place the order so 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 [email protected]. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
Das Material ist wunderschön, eben genauso wie man sich den Habitus von Seide vorstellt! Und es erzeugt ein wunderbares Tragegefühl!
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.
Even though they claim that it was 100% silk, the sleeping cap I've ordered isn't silk. It's the worst actually, my hair gets static which is exactly what I have wanted to avoid. So disappointed. I have waited for ages and I doubt I will get any money back. DON'T TRUST THEM. It is not silk but some sort of polyester.
Dear customer，
Thank you for your feedback on Trustpilot.
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 our products are made of grade 6A mulberry silk and most of them own OEKO certification and are safe and healthy for your skin.
Meanwhile, we offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. If you don't like it, please feel free to contact us, we will reply to you within 24 hours on our business days.
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: [email protected].
Best regards,
LILYSILK Customer Service
From the business
LilySilk offers the delicate range of silk pillowcase, silk nightwear, silk comforter, silk pillows, silk sheets, silk bedding sets and fashion silk clothes in different styles and colours.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer 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 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 [email protected]. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service