[dany06]

i sent back my 7 piece brush kit for $20.95 that I got from silk naturals. I dont know how long ago this was off hand but it has been over two weeks. I've written her through her contact page and the email address that she use to respond to her customers. So far there has been no response. I know that she is in the process of moving right now but what stopped her awhile back? I just want my reimbursement so that I could feel comfortable buying new items from her. I wouldnt mind if she just granted me store credit rather putting it back in my bank account. I know $20 is not a lot but Im a college student with no job and I want my money. I'll give it a little more time. But if she doesnt respond soon I guess Im going to have to find some other place to buy my mineral makeup from.

[skinaddicted]

Hi dany,

I had a similar experience with SN but in the end, Karen more than made up for it. she is an honest person, but she does get a lot of emails, so i would go ahead and the use the form to contact her once again.

Kris

[skinaddicted]

Karen also has a number where you can reach her. i hope she gets back to you soon, i know how frustrating this is.

[beadjunky]

I heard SN was in the process of moving, too. For what it is worth, I never got a refund from EM (on 2 occasions) in less than 4-6 weeks, and ended up having to email frequently to get their attention. I sent everything with DC, so I know when they got it. It took at least three weeks after receiving it. From what I know, EM is a much larger company with a bunch of people working for them. You'd think that process would go a little faster with a larger company. If she is really the only one answering e-mail and in the middle of a move (and isn't she doing a bunch of new products soon?), she is pretty busy. Who knows if she even has internet service yet? From what I have heard of her CS, she will get back to you. I do hope it is soon.

[PhantomGoddess]

You can also try to contact Karen through her new message board or leave a comment on her blog. You can get to both of those through her website

[amym_79]

I would try to contact her again . I placed a order with SN 5 days before leaving on vacation , and wanted to get it before leaving . I sent Karen a e-mail explaining the situation , and asked if it were possible to rush the order . I had a e-mail within 20 min from Karen letting me know that my order had shipped priority witch isn't even offered as a shipping option , and wishing me a good vacation ! My order arrived two days later. I was VERY impressed . I don't think she would purposely ignore anyone .

[Sirvinya]

Aren't they moving at the moment? Maybe try emailing again.

[MineralMaxx]

Originally Posted by Sirvinya

Aren't they moving at the moment? Maybe try emailing again.

Karen completed her move into the larger studio last weekend. She launched her new website this week. She also released the first of her "Mother of All Collections". In other words, yes she has been busy. I doubt that she is ignoring you.

I had an small issue with a lipstick. I emailed her at the contact us page. She did resolve everything to my satisfaction. I highly recommend her and her products.

I have that same brush set and thought it was a good value for $20.95. Did you receive defective brushes?

[carmonious]

Have you ever heard back from Karen and gotten this resolved?
I originally posted in this thread but when I reread my post I thought it sounded quite a bit harsher than what was meant, so I am trying again.
To my knowledge, Karen is the only one who answers the CS emails. I am sure considering the current popularity of Silk Naturals that she gets a lot of email. I do feel maybe she could use some help in that dept but JMO. I think in general that SN is just a lot busier than they used to be. The current reasons they might be "extra busy" have been well-explained in the post above this one. Based on what I know of Karen she will get this taken care of for you. In general returns for mail order items just take a lot longer than what I feel they should too. I returned/exchanged a couple things at EM in the past and they made it very clear they had to receive my items back and they had to verify they had received them before proceeding to refund my money or send me anything else. For this reason I always put delivery confirmation and insurance on return packages like this that I am sending. I think it still takes a while no matter what you do. I am currently waiting on a refund on an item I returned to drugstore.com using a prepaid return label - it has been 26 days or something like that and I haven't heard anything or received a refund. I emailed them but they won't even look into for me until it's been 30 days.