THE MASIE Reviews 19,907

I have contacted the customer service through the form on the website and via email asking for a receipt of my purchase but have received no reply at all. This is very disappointing, if I do not receive a receipt I might have to cancel my order though I really like the products

Waited over a month for a garden furniture order, only for an entirely different customer’s order to arrive instead.

The items delivered were massive pieces of furniture that we never ordered and now have to store while trying to get hold of customer service. Emails and contact attempts have so far gone unanswered.

Mistakes can happen, but the lack of communication afterwards is extremely frustrating, especially considering the size and value of the items involved.

Currently waiting for:
• Collection of the incorrect furniture
• Delivery of the actual order placed over a month ago
• Any meaningful response from customer service

One of the worst furniture companies I have ever dealt with. Ordered a chair in December which arrived in February broken. It took them two months to respond regarding an exchange, and we had to sent the broken chair back to Spain. The replacement finally arrived in late May, broken again. They have just sent me the same broken chair back. Worst customer service and quality I have ever encountered. Avoid at all costs.

There is a part on the product missing so we have been unable to secure it properly which is extremely disappointing. I have taken pictures but there is nowhere to report it

Big fan of The Masie! Quite edgy and different articles, designs are very nice. A bit pricey but very worth it on discounts. Deliveries may take some time but that is very transparent from the get go.

Super quality, delivery came slightly later but not much. Great delivery service. No complaints.

I ordered a desk. The wrong item was delivered. Fortunately the box had been torn in transit so I realised it was wrong and the delivery driver took it straight back. I sent 2 messages via the website, neither was responded to. Eventually had to challenge the payment through my credit card company. The Masie are refusing to refund until they get the wrong item that they delivered returned by their own delivery company. This despite me sending photos of the wrong item and contacting them the day delivery was attempted. About 5 weeks after the wrong delivery still waiting for a refund. I appreciate errors are made but not responding to messages via the website and refusing to refund even though the delivery company took the item away is very frustrating.

worst company ever, impossible to reach anyone. we paid for 2 benches that we never received or received 2 months later. horrible experience.

I’ve ordered some chairs at 12.05.2026. My order number is SC17374985. The rest of the story is a bit odd.

Although I’ve received an email at 15.05.2006 from shipment company regarding the shipment the status of the delivery has been getting postponed everyday since then and it says I should contact Masie for that. So did I but so far I haven’t heard from that. Considered the foreseen delivery date promised on the day of purchase, the delivery is already overdue.

I read people writing here and receive at least an answer from Masie although it seems like a generic answer I hope this review can catch their attention.

So far I’m not happy with customer service and with their delivery tracking services.

Hello, The table had many issues. Customer service is not responding since weeks. On Instagram they told me to text again. Please answer ...

The chairs I got were incredible. Exactly how they looked online. It was easy to order, shipping was pretty fast, and the product solid quality.

They delivered the product one month late and even then, the table was incomplete. I experienced serious inconvenience throughout the entire process. After this experience, I definitely would not consider buying anything from here again. This is not a reliable website that I could recommend to anyone.

Update:I contacted the delivery company, and they told me that Maisie informed them the table was shipped without the table leg, but they still delivered it anyway.
Why didn’t they send the missing part immediately to correct their mistake? What kind of company handles things like this? I’ve already been waiting for a month, and no one has sent it yet.
This is a complete disaster!!!!!!!

Don’t buy anything that is large or expensive from The Masie unless you are 100% certain you will be keeping it. Their after sales service is horrendous. They have no interest in dealing with returns and just try to time you out to force you into keeping unwanted or, in our case, defective items.

My coffee table took ages to arrive and when it did it had some slight damage. I have tried to contact this company however they are impossible to get hold of. I have raised a case on their website it has been months and still nothing? Avoid using them.

Very disappointed with the follow-up service. I placed my order 12 days ago and I still have not received any clear update or tracking information.

The website indicates that orders are shipped within 3 to 5 days after purchase, but this deadline has already been exceeded without any proper communication from your side.

In addition to having a customer service that is not very responsive, my order has still not been shipped within the announced timeframe.

Last purchase with this company.

We ordered two garden chairs and a garden table on 1 April 2026. Unfortunately, the communication and updates throughout have been very poor. The chairs arrived later than expected, and we have still not received any update regarding the whereabouts of the garden table.
It has now been over a month, and there is no contact number available to speak to anyone directly. We have attempted to request a refund but have not received any response so far.

Avoid

Urgent: Missing Order & No Customer Support Response
I have been waiting for my order for several months now and am extremely disappointed with the lack of communication and support.
I placed my order in January and have not received any of the items to date. At the time, I was informed that the furniture pieces were temporarily out of stock, which was acceptable as it was communicated that they would be available again soon and delivered by the end of February.
In March, I received a shipping notification stating that my package would arrive within approximately 10 days. It is now May, and I have still not received anything. The shipment appears to be stuck, and despite multiple attempts to contact customer support, none of my emails have been answered.
This situation is very frustrating. If I do not receive a prompt update and resolution, I will have no choice but to escalate the issue through PayPal.
I kindly request an immediate update on the status of my order.

I purchased 4 sunbeds and two tables from here. The delivery came in 7 working days and I was kept up to date by the delivery service. The sunbeds are amazing I’m so happy with them. The quality, design and price is excellent, having looked at so many sun loungers. I had a really great experience with The Maisie and would order again.

Ordered 4 boxes, only received 3. Despite multiple emails and phone calls, The Masie has not provided any information about the missing parcel.

Interestingly, they did respond to this Trustpilot review, suggesting the package is at a collection point, yet they still haven't shared the carrier's name, tracking number, or pickup address. When I called to ask, their staff refused to give me this information.

I cannot retrieve a package if I don't know where it is or who delivered it.

Some of the packages arrived damaged (including damage to goods inside), goods and parts missing, have filled in request form twice now and still haven't heard anything from customer service. Sorry, whilst products might be beautiful it's not worth the hassle when I now can't use some of them.