I purchased the Pearl Mulberry Silk Duvet - Queen Size (200 GSM) from QE Home because it was advertised as a lightweight option for warm sleepers and summer weather. Unfortunately, the duvet turned out to be significantly warmer than described, making it uncomfortable for my needs.
Despite the "final sale" policy, I reached out to customer service after reading on their website that customers are encouraged to contact the team if a product doesn't meet expectations after the first night. I submitted a polite request for a refund or store credit, clearly explaining my situation.
What followed was a frustrating and unprofessional customer service experience. My first email was completely ignored. I had to follow up, and only then did I receive a vague response saying my case had been forwarded to Fulfillment and that I would receive a reply within 24 hours. That follow-up never came.
To make matters worse, I returned the item using their own prepaid Canada Post return label, and more than seven days later, the parcel still hasn't been scanned or tracked by Canada Post. I contacted Canada Post directly, and their representative told me the sender (QE Home) should be the one to file a claim--not me. Yet QE Home has taken no initiative to help resolve the issue or even check on their end.
It's also worth pointing out the contradiction between what QE Home promotes and what they actually use: while their website advertises a different shipping provider, they still rely on Canada Post for returns, which clearly isn't working smoothly. That inconsistency and lack of accountability are not only confusing but reflect poor business practices.
As it stands, I've returned the product, received no resolution, and am dealing with a potentially lost parcel--with zero meaningful support from QE Home. I expected much better from a company that claims to prioritize customer satisfaction. Very disappointing experience from start to finish.
Order #215746 read more
