LilySilk レビュー 

LilySilk からの回答

2024年10月25日

Dear Customer,

Thank you for reaching out and sharing your concerns with us. We sincerely apologize if the product you received did not meet your expectations in terms of shape and the quality of the elastic used.

We understand your disappointment and are here to resolve this issue promptly. Could you please provide us with your order number and a photo of the product you received? This will help us to better understand the discrepancy and address your concerns effectively.

We value your feedback as it helps us to improve our products and services. We are committed to ensuring your satisfaction and would like to offer a replacement or a refund once we verify the issue. Please let us know how you would like to proceed.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, 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

LilySilk からの回答

2024年3月7日

Dear customer,

Thank you for sharing your feedback and expressing your disappointment with your recent experience. We apologize for any inconvenience caused by the lack of clarity regarding the contents of your package and the unsatisfactory response from our team.

We understand your frustration and regret that we did not meet your expectations. We strive to provide excellent service and ensure our customers have a positive experience throughout their journey with us. Your feedback is valuable to us as it helps us identify areas for improvement.

We would like to address your concerns and make things rightam. One of our customer service representatives reaches out to you directly. and we will discuss the issue in more detail and explore possible solutions.

Once again, we sincerely apologize for any inconvenience caused. We value your feedback and appreciate your understanding and patience as we work to resolve this matter for you.
Thank you for choosing LilySilk, and we look forward to assisting you further.
Best regards,
LILYSILK Customer Service

LilySilk からの回答

2024年2月16日 に更新

お客様各位、
この問題についてご指摘いただきありがとうございます。ご返信が遅れ、ご迷惑をおかけして誠に申し訳ございません。ご注文やメールの数が増加しているため、ご質問やご質問への返信には通常よりも数日かかる場合がございます。注文を処理するためですが、私たちはあなたの質問に答えるために精力的に取り組んでいます。
すでに元のお支払い口座に返金を行っております。割引はプロモーションまたは特別なインセンティブとして提供されており、返金額の計算時には考慮されないため、この返金額は実際にお支払いいただいた金額のみであることにご注意ください。この返金がお支払いアカウントに反映されるまでには約 5 ～ 7 営業日かかりますが、実際の返金効率は銀行またはカード発行会社によって異なりますので、それに応じて返金をご確認ください。ありがとうございます!
ご迷惑をおかけいたしますことを重ねてお詫び申し上げます。ご理解とご協力を賜りますようお願い申し上げます。
さらにご不明な点がございましたら、support@lilysilk.zendesk.com までお気軽にお問い合わせください。
Best regards,
LILYSILK Customer Service

LilySilk からの回答

2024年1月17日

Dear customer，
Thank you for bringing your concerns to our attention. We appreciate your feedback and apologize for any disappointment or inconvenience caused by your recent purchase.
Firstly, we would like to inform you that we offer gift packaging options for our products. If the customer does not choose gift packaging when purchasing, the product will be delivered in an envelope normally. We understand that this was not the experience you anticipated, and we apologize for any disappointment caused.
In our efforts to be environmentally conscious, we have also taken into consideration the impact of excessive packaging on the environment. As a result, if customers do not specifically choose gift packaging, we have adopted the practice of using envelope paper bags for packaging. This approach allows us to minimize unnecessary waste while still ensuring the safe delivery of our products.
Regarding the unusual odor you noticed upon receiving the product, we want to clarify that Silk, as a natural product, has a unique odor that comes from sericin, the protein "glue" silkworms use to bind together the silk threads into their cocoons. The more refined silk is, the less sericin remains on the silk, but even the most refined silk still has approximately 10%-15% sericin in them. Some people mistake the smell for chemical additives, but you can rest assured that none of our silk products have come into contact with any harmful chemicals during any stage of their production. Sericin, on the other hand, has some great health benefits such as being anti-oxidant and UV-resistant.
In our experience, the odor is usually the strongest when you first unpack the silk from the delivery package since there is nowhere for the smell to dissipate. Once unpacked, it usually only takes a short period of time before the smell becomes barely noticeable.
If you find the smell too strong to bear, you could try to hang our products in an area with good air circulation for a few days and wait for the smell to go before using them. Do NOT use strong cleaning agents such as bleach as it will totally undermine the natural properties of silk and shorten the lifespan of our products.
We value your feedback and will use it to continuously improve our packaging options and quality control processes. Your satisfaction is important to us, and we apologize for falling short of your expectations on this occasion.
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.
Thank you for bringing this matter to our attention. If you have any further questions or concerns, 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

LilySilk からの回答

2023年10月31日

Dear customer,
We sincerely apologize for the inconvenience you have experienced with our company. We understand that the delayed delivery, lack of response to your communication have caused frustration and disappointment.
We take customer feedback seriously and we would like to assure you that we are actively investigating and addressing the issues you have raised. We are dedicated to providing top-notch customer service and we deeply regret falling short of your expectations.
Please rest assured that your package is currently in transit. Our customer service representative have contacted you and provided updates on the shipping status of your package. We apologize for any inconvenience caused.
Once again, we apologize for any inconvenience caused and appreciate your patience and understanding. If there is anything else we can assist you with, please do not hesitate to let us know.
Best regards,
LILYSILK Customer Service

LilySilk からの回答

2022年11月29日 に更新

拝啓　お客様、

これと誤解をお詫び申し上げます。

11月25日に注文をキャンセルするリクエストを受け取り、すぐに返金しました.
送金には時間がかかるため、通常は 3 ～ 5 日以内に払い戻しが行われます。
ご理解とご協力をお願いいたします。

私たちは、サービスを改善し、すべてのLILYSILKユーザーを可能な限り満足させるために、引き続き消費者の提案を収集します.

さらにサポートが必要な場合は、support@lilysilk.zendesk.com までお気軽にお問い合わせください。 弊社営業日24時間以内にご返信いたします。
よろしくお願いします、
リリシルクカスタマーサービス

LilySilk からの回答

2022年11月7日

お客様

いつもお世話になっております。

この度は多大なご迷惑をかけてしまい深くお詫びを申し上げます。

今回はこのような事態となってしまい、お客様にはお待ちいただくことになり大変申し訳なく思っております。

至急に交換品を発送準備しております。発送の際にはまたメールでご連絡させていただきます。

この度は、私共の不手際でお客様にご迷惑をおかけし本当に申し訳ございませんでした。
今後このようなことが無いよう、スタッフ一同サービス向上に努めて参ります。

また不明な点等ございましたらお気軽にお問い合わせください。弊社は24時間以内に返答いたします。

お客様にご満足いただきますよう精進してまいりますので、宜しくお願い申し上げます。

どうぞ、よろしくお願いいたします。
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リリーシルク（LILYSILK）公式サイト

LilySilk からの回答

2022年7月5日

お客 様

Trustpilotでコメントをいただき、ありがとうございます。

この度は、お客様にご迷惑をおかけし本当に申し訳ございませんでした。
今後このようなことが無いよう、スタッフ一同サービス向上に努めて参ります。

先日メールで返品返金の件についてご返答させていただきましたが、ある原因でお届いていないかもしれません。もう一度ご確認いただきますようお願い申し上げます。

恐れ入りますが、安全・保護品（マスク）の返品・交換はお受けできませんので、ご理解のほどよろしくお願いいたします。

弊社はご返品を確認後、2～3営業日以内返金処理いたします。
弊社は顧客体験を第一に考え、改善を続けています。

また何かご不明な点がございましたらお気軽にお問い合わせください。
営業日は24時間以内にご連絡いたします。

どうぞ、よろしくお願いいたします。
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リリーシルク（LILYSILK）公式サイト