Silk + Snow Reviews 164

The Silk&Snow Customer Service team was excellent! We were very happy with our Silk and Snow mattress since we purchased it but the moment we had a part on our platform bed that needed replacement the excellent customer service team jumped into action. Very helpful and efficient. Thanks, Jeff

Date of experience: December 31, 2024

Daniela took time to listen to me. She's been honest with the delivery issue.
With her I understood that it all starts with setting the right expectations. When we know exactly what to expect from the delivery service, it is much easier to acknowledge that Christmas is a peak season.

Date of experience: December 29, 2024

After researching new mattresses, we decided on a Snow and Satin hybrid. However, because we weren't sure which one would work best for us, we visited a retailer near us and eventually purchased through the store. Five days later we had no word on delivery, so I called S&S directly. They had no record of the order but would look into it. A short time later, Jessica called to say the order had just arrived and apologized for the delay. We were leaving in a week, and I wasn't even sure the mattress would be delivered before we departed. But Jessica said she would make our order a priority, and our mattress arrived on our doorstep (literally) two days later. I want to thank Jessica and the S&S staff for their cooperation. Next time, we will order directly. Oh, and we have thoroughly enjoyed the mattress. My back is feeling better already.(And the pillows that came as part of the package were darned nice too!)

Date of experience: December 07, 2024

As a consumer in many areas I appreciate and rely on the reviews from others for products, places to stay etc. I wanted to share my very positive experience with Silk and Snow. I am so pleased with the service and recent purchases that I made at Silk and Snow. First off ,I had questions about the warmth of the down alternative duvets. I got a quick reply. I did order the winter one(my decision ) as I love the weight of the duvet but it was way too warm. It truly is for a cold sleeper . Returning it was so easy. I contacted the company and Marc walked me through the steps. I ordered the all season down alternative duvet and we love it. Its winter, I sleep with my window cracked open and we are toasty warm . I also ordered the Percale cotton sheets and again, very pleased with the product. I loved that a human answered the phone is a short period of time when I called, rare but so appreciated these days. The prices of the duvets are great as well. I ordered during a sale which was even better. I would highly recommend this company for their wonderful service and quality of their products.

Date of experience: December 04, 2024

I had an excellent experience receiving support from Clara who walked me through Silk & Snow's return process. Even during business hours and days I wouldn't expect an immediate response, their team would follow-up with instructions and clarity that I genuinely did not expect.

Excellent and thoughtful brand, will definitely consider and recommend them to friends and family!

Date of experience: December 11, 2024

We purchased a medium firm Silk and Snow organic mattress as my husband and I are allergic to the toxic fumes of regular memory foam mattresses. Their organic mattress barely smells, which is wonderful, and it is beautiful looking with the cream and green fabric, but the coils are not encased around the outside of the mattress so you feel the bare coils. Also, it takes a long time to adjust to the feel of a latex mattress, vs memory foam. We are keeping it as we like how it doesn't smell, but it isn't comfortable. It bounces back like an elastic band and presses against your joints. I am not sure why they are not able to blow up their latex more and make it spongier instead of a bouncy, hard slab. Also, they do not sew the layers of the top part together, and when you go to move your mattress, they all separate from the coils and it looks ridiculous.

The plush organic mattress isn't any better. It feels like you are sleeping on a giant blubber/elastic band. It also weighs a ton.

We tried their memory foam medium firm mattress and it continues to off gas with the most toxic chemical smell even after 1.5 months of owning it. We have not even been able to sleep on it.

Their return policy is a scam and they say that Sleep Country will pick up the mattresses you want to return, but they never reach out to pick them up. We had to dispute them on our credit card to get a refund.

Very disappointed in this company. We have been dealing with them for 3 months and they never picked up the mattresses or honoured their return policy. They deliver your mattress quickly but do not honour their 365 night policy.

Date of experience: October 08, 2024

Had a fantastic experience. Fiona Cooke at 670 Caledonia Road was amazing and we had the best service experience in the show room. Very much looking forward to our purchases.

Date of experience: November 26, 2024

I received only a day’s notice that my delivery for my bed will be on a Saturday
The issue is my condo does not accept weekend deliveries and also condo rules are to book elevator time. I phoned to the office and a wonderful young woman named Meg has graciously done everything to help my situation She is a pleasure to speak to and am so happy I chose Silk & Snow to do business with if this is their customer service

Date of experience: November 29, 2024

Abby and Marc were exceptional at responding to my questions and addressing my request for additional fill for the pillow that I already love! I am sure this is going to take my happiness with the pillow to 110%!

Date of experience: November 26, 2024

I was worried that I didn't order the right size and Daniela responded very quickly and reassurd me that all was in good order. Great service, polite, efficient and courteous

Date of experience: November 20, 2024

Where customer service has been very helpful, I can't say the same about what happens at their warehouse when they get your order together.


I ordered the hybrid medium firm mattress. I was excited that it came in so quickly, I set it up. Went to work and when I got home to make the bed I noticed it seemed pretty small. Looked at the tag and they sent me their basic mattress. Completely different look for the mattress too so I'm not sure how that mistake could be made. I was asked to check the label on the box it came in and the box said S+S Hybrid. So it's not that they sent me someone else's package.they put the wrong mattress in the right box. Talked to someone and got that replaced no problem, and had to fill out a form for someone to come pick up the wrong mattress ( still waiting).

The new mattress came in 2 days ago. I unpacked it yesterday, laid it out again only to see this time there are 3 very visible stains on the mattress! They offered me another new mattress but i declined. I can only store so many mattresses. Anyways I want to LOVE the mattress since it's Canadian etc and I'm sure I will but if I'm paying over 1200$ I'd appreciate not only the right product but a clean product.

I'm waiting for someone to get back to me with some offer of reconciliation, so this review may get updated at some point.

Date of experience: November 15, 2024

Quick simple response . I appreciate that

Date of experience: November 20, 2024

We had a problem with our King mattress, we sent S&S an email, filled out a form with pictures and within a week we had a new replacement mattress. Excellent post-sales services and A1 communications

Date of experience: November 05, 2024

Our mattress was delivered in a less than perfect condition, with a stain which must have happened during packaging. We contacted Silk & Snow and they agreed a partial refund very quickly which we were very satisfied with. The mattress itself is amazing and we are overjoyed with it.

Overall the service from Silk & Snow was professional and very helpful. Thank you to Abby & Daniela for their help!!

Date of experience: November 19, 2024

Excellent customer service, thank you for all your help Casandra with my order!

Date of experience: November 12, 2024

The experience was seamless from start to finish. Really impressed with the level of customer service!

Date of experience: November 12, 2024

While the products are nice, they use a terrible courier that delivers damaged goods. Beware!

Date of experience: November 14, 2024

We purchased the organic medium firm mattress. We have now received three and not a single one of them have expanded properly. The corners curl in, the side of the mattress leans inwards. On top of it, out of all three of them, not one of them have been the same firmness level. We paid for $1700 for this mattress so we are quite disappointed. I also left a review on their website about our experience and they will not share it to their website. False marketing on a lot of levels.

Date of experience: November 07, 2024

I ordered two side tables that unfortunately arrived broken, I got in contact with costumer service and they resolved my problem immediately, I’m very happy with the response and communication. Also the side tables are beautiful.

Date of experience: November 12, 2024

I need a headboard for my twin bed - cannot purchase the headboard separately. So I have a bed that I purchase that is totally useless and the only option is to purchase an entire new bed. Customer service while polite is useless

Date of experience: November 05, 2024