Silk Fred Reviews

Name: Silk Fred
Rating: 3.25

3.3 Rating 468 Reviews

56 %

of reviewers recommend Silk Fred

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Metrics

3.3

Based on 468 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 55%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	6 - 12 Hours

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Silk Fred 5 star review on 24th October 2020

Caroline McMahon

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“15 days since I placed my order and two days since contacting customer services... no delivery and no contact. I ordered a few things from Silkfred a couple of years ago without issue so I'm quite disappointed. I do hope this is just a glitch and not the future of their service.”

Helpful Report

Posted 2 years ago

Hi there, I am so sorry to read this. I am sure that this has now been sorted however if it hasn't please do let me know. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“Used to be a brilliant company before and during covid! Had my first encounter with them! Awful customer service and no loyalty for old customers”

Helpful Report

Posted 2 years ago

I am so sorry to read that you feel this way. Please could you come back to me with some more info/feedback I can take a look at what has happened here. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“Do wish I’d read these reviews before I placed my order with SilkFred so regretting I didn’t I’m in to my 5th day of waiting for my order.. I’m a bit concerned that there only seems to be Tamsin working for customer service…!!”

Helpful Report

Posted 2 years ago

Hi there, please be assured we do have a team working really hard to come back to all emails asap. Please do let me know if there is anything I can help you with. Tamsin @ SilkFred

Posted 2 years ago

“Paid EIGHT pounds for next day delivery item hasn't come chat seems non existent I am now worried my dress won't come on time have paid eight pounds extra for nothing no reply what if I have to send it back wish I had read the reviews first”

Helpful Report

Posted 2 years ago

Hi Jessica, I am sorry to read this. Having looked into your order, standard delivery was selected not next day, I can see your order has now been delivered. If you need anymore help please do let us know. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“4 items ordered and only 4 received, unable to get a tracking detail j on lay I do states it’s been despatched. Unfortunately the customer service appears to be non existent, I have been trying to make contact for 5days now with no response. With 2 of the items received needing to be returned, I’m so concerned on how this will also be handled”

Helpful Report

Posted 2 years ago

Hi Tina, I am so sorry to read this. I can see we have now replied to your emails however if you still have any issues pleas email hello@silkfred.com FAO Tamsin and I will ensure it is resolved straight away. Thanks Tamsin @ SilkFred

Posted 2 years ago

“I have received my order but with 3 items missing. I have tracked it on the Royal Mail app and they haven’t received the parcel yet. This parcel has been dispatched well over a week ago now. Emailed and messaged every platform to try and get some help but received no response at all.”

Helpful Report

Posted 2 years ago

Hi Conor, I am so sorry to read this. I have taken a look into it and can see this parcel was lost and you have been refunded. If you need anymore help please do let us know. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“I am so disappointed with the lack of customer service. I ordered 3 dresses. Kept 1 and returned 2. Both are showing as received and signed for, but I've only been refunded for one. I've repeatedly tried to email and message, but only get an automated response saying someone will get back within 72 hours. It is now over 120 hours and no response. The 'live' chat isn't live just takes messages that do get responded to. How do I get my refund?”

Helpful Report

Posted 2 years ago

Hi Mary, I am so sorry to read this. If your refund still hasn't been processed please do let me know your order number and I will get this looked into. If you do email repeatedly, each time this does send your email to the back of the queue which could be causing the delayed response here. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“I have ordered 2 dresses, received one and not the other. Royal Mail status is saying it is delivered when it’s not. I have emailed, no response. Chat doesn’t work. Starting to lose hope. Really bad customer service!!”

Helpful Report

Posted 2 years ago

Hey Sara, I am so sorry to hear this. Please can you confirm your order number and I will of course get this looked into for you. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“I am so disappointed with the customer service provided by Silkfred. I am not based in the UK and therefore paid an extra charge for delivery. I placed an order 3 weeks ago and have been monitoring the website/tracking details - no updates posted. I followed up over email - no response. Reached out on social media forums and finally received a response stating merchandise lost by shipper..... It is not the delay that has made me irate, it is the poor customer service and e-commerce user experience. Given the way businesses have quickly adapted to a virtual store in recent times, shouldn't there be an investment made by the company to improve customer/user experience?!?!. I hope Silkfred makes every attempt to resend my order and compensate somehow for this bad first time experience.”

Helpful Report

Posted 2 years ago

Hi Roshini, I am so sorry to read this. We are busier than usual at the moment but we are working hard on getting back to everyone asap. As your order has been lost in transit, we can of course sort a refund or a replacement for you. I can see my colleague has been in touch to sort this. Once confirmed we will get this resolved for you. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“My order never arrived from Royal Mail, customer services replied quickly and told me they would be in touch with Royal Mail. However I have heard nothing now and I’m getting really fed up with this. The event I needed it for has been and gone and it’s been 11 days since I first contacted you and I was told it was take 7 days to resolve. Give me my money back please it’s such a shoddy way to deal with customers.”

Helpful Report

Posted 2 years ago

Hi Lyndsey, I am so sorry to read this. I have looked into your order and can see a refund has now been processed for you. If you need anymore help please do let me know. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“I missed the 14 day window to get a return form but emailed them within the 28 days return to ask for a form and return my items in time. I couldn’t do this earlier as I was isolating after coming in contact with a covid positive person so there was no way I could go and return things. SilkFred is using this technical loop hole and telling me I am too late to return the items. I repeat, had I been able to get the return forms the day I emailed them, I would’ve been able to return the clothing within the time period. However they have such poor customer service and don’t care that even within covid times and are using a technicality in their policy. There is no way I would’ve been able to go and return the items during my isolation period. I am so disappointed that any company would treat its customers like that. people are trying to help one another during these times. Their return process is so complicated and hard, esp for being an online retailer they should simplify the process.”

Helpful Report

Posted 2 years ago

Hi there, I am so sorry to read this. Due to the current situation, we have extended our returns period to 60 days, however you do need to request a return on your account within 14 days. We do understand people will be isolating, which is why we ask for the request just to be made online. We are always here to help, if you ever have any questions regarding returns do get in touch. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“Ordered and paid on 2nd May, received email on 7th May advising dispatch, have still not received order as of this morning, Royal Mail tracking code does not work, no response to my email asking for an update, not happy!”

Helpful Report

Posted 3 years ago

Hi there, I am so sorry to read this. Please be assured we are here to help and will get this sorted for you. I am unsure of your order details, however if you could email hello@Silkfred.com FAO Tamsin, I can get this looked into for you. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“No help from customer service, no response to emails and chat is not available. It's been 3 weeks and still no order.”

Helpful Report

Posted 3 years ago

Hi Fre, I am so sorry to read this. Please could you drop me an email FAO Tamsin to hello@Silkfred.com so I can ensure that your issue is sorted for you. Thanks, Tamsin @ SilkFred

Posted 3 years ago

“I am really disappointed with my first purchase. I bought several items, they looked nice on the photos but when it arrived - it is just overpriced cheap stuff you could find on a Chinese market for the quarter of the price. Clothes made out of cheap synthetic materials, received jewellery already turning black...will be returning everything and hope will see my money back.”

Helpful Report

Posted 3 years ago

Hi Linda, I really am sorry to read you feel this way. You will of course receive your money back once you return the items. I did reply to your review on Trustpilot asking if you could email us over some more feedback so we can look into this further. If you could, I would like to help you more with this. Thanks, Tamsin @ SilkFred

Posted 3 years ago

“Rain mac ordered in November by my Daughter as a Xmas present, which I received late Dec due to restrictions. It was too small and the company were approached 4th Jan for an exchange or refund. We were told no too late. Now left with a mac that is useless!!!!!”

Helpful Report

Posted 3 years ago

Hi there, I am really sorry to read that you haven't been able to return your item. We did extend our returns policy for Christmas however this took place from 1st Dec. Our returns t&c's are stated online, including any extensions over the festive period. I can of course take a look into this further for you though if you could confirm your order number for me. Thanks, Tamsin @ SilkFred

Posted 3 years ago

“I’ve been waiting 3 months for a refund after returning the product.”

Helpful Report

Posted 3 years ago

“This has never happened before but I've been accused of ripping/wearing a dress and trying to get a refund. I sent the dress back and had to chase for 20+ days for any sort of contact. They've sent me an image which I definitely did not do, If I had surely I would have tried to atleast sew it up? Under the sale of goods act I will be entitled to a refund - Order 6692666”

Helpful Report

Posted 3 years ago

Hi Rachel, I am extremely sorry to read this and have been looking into this further for you. I have popped over an email, but after re-investigating your correspondence and reopening your case, we have decided to process a full refund. I am so sorry for the inconvenience this has caused and really hope I can change your experience around- Faye, SF team x

Posted 3 years ago

“Awful returns policy!! Not happy with this company at all! Purchased items for my wife’s Christmas present on the 27th November, ordered early due to covid delivery times. Turns out that some of the items are too small. Tried to return and was told that I hadn’t told them within 14 days of purchase and the Christmas returns policy doesn’t apply because it was ordered before the 1st December! How could I didn’t know until Christmas Day! So I am penalised for doing my Christmas shopping early! I don’t even care if I get credit for the website but there’s no point in keeping the items which are too smalland it wasn’t cheap at over £100. Is this how they make money? Refusing refunds and keeping people’s money! What a terrible company!”

Helpful Report

Posted 3 years ago

I am so sorry to read this Neil and would like to look into this further for you. Please can you email your details to faye@silkfred.com so I can investigate, as I understand above, you have only just fallen out of our return period?- Faye, SF team x

Posted 3 years ago

“I paid £55 for a lounge suit on the 4 th December, I'm still waiting delivery. I have chased this and emailed at least 7 times. Have been told one lie after another . Told yesterday it's coming today and still my order hasn't arrived.Now going to complain to trading standards. Do not buy from this company , when things go wrong they don't care!”

Helpful Report

Posted 3 years ago

Hey Helen, I am so sorry to read this review, this is not the experience we would like our customers to have, I can see that you first order was lost in transit and can only apologise for this and can see that a replacement was sent out and has been delivered to you. Emma SF Team x

Posted 3 years ago

“Still no delivery and no update on when I will get the items. It has now been almost 2 weeks. Most retail businesses can deliver within a week so won’t be using SilkFred again.”

Helpful Report

Posted 3 years ago

Hey, I am so sorry for the delay in receiving your order, we have been experiencing long delays with deliveries due to the Tier Lockdown, but If you send over your order details I am happy to look into this further for you, Please send me a message to our Hello Helpdesk for the attention of Emma :) SF Team x

Posted 3 years ago

Silk Fred is rated 3.3 based on 468 reviews