THE MASIE Reviews 

Months of waiting and trying to track down my order and NOTHING. I can’t get customer service to respond. I can’t get an update. I don’t have my table, desk chair, or any of the other items from my order. I can’t get a refund. This business is straight up stealing from their “customers.” 100% do not recommend.

UPDATE 03.08
After I posted this review, I was finally contacted by the transport company. They called me once on Saturday, arranged the collection, and the incorrectly delivered chair was collected this morning.
However, The Masie’s customer service has since sent me another message claiming that the transport company had tried to contact me several times by both email and phone, and that the collection could not be completed because I was supposedly unreachable.
This is simply not true.
I received no emails and no repeated phone calls. I received one phone call on Saturday, answered it, arranged the collection, and handed over the item as agreed this morning.
It is concerning that, instead of acknowledging the delay and their own lack of coordination, customer service is providing inaccurate information and attempting to shift responsibility onto me.
The item has now been returned, but I am still waiting for confirmation of the full refund. I will update this review again once the refund has actually been completed.

-----------------

I placed my order on 26 June 2026, but The Masie delivered the wrong item on 3 July. I reported the issue immediately on the same day.

On 9 July, I was informed that a transport company would contact me to arrange collection. After receiving no contact, I followed up again. On 22 July, The Masie told me that they had contacted the transport company again and that I would be contacted “within the next few days”.

As of 27 July, nobody has contacted me. There is still no collection date, no refund and no actual solution. It has been more than a month since my order.

The incorrectly delivered chair has been properly packed and ready for collection for weeks. It is unacceptable that a customer should be repeatedly delayed and inconvenienced because of the company’s own delivery error.

I no longer want a replacement and have now requested a full refund. I will update this review if and when The Masie finally resolves the matter.

The delivery was really fast from Netherlands. We order two hocker and one standing lamp. Everything was good.

ordered a table and 6 chairs. 3 chairs were broken upon arrival. day after delivery immediately let TheMasie know about this. We were asked 5 days after our initial contact to supply video and photographic evidence which we immediately did. It has been quiet ever since (delivery was now 3 weeks ago) we have mailed numerous times via every known address, approached them through social media where they are very active. unfortunately we have not received any feedback about the broken chairs. it is all very frustrating but according to the many many complaints that can be found online, they simply don't care. we are now forced to try alternative means to get our money back and never ever order through them anymore. worst experience ever.

The process was easy and the shipping faster than planned! The chairs are nice!

Item came in less time than expected by it arrived damaged and with a missing part and customer service simply does not exist! There is no email or phone number and you can only complete an online form that asks for a dropdown (select damaged) but there is literally no where to explain what the damage was. This was over a month ago and I’ve not heard anything back.

Follow up -
They have replied below and the response is a pure lie. I submitted two online forms the same day as the order was delivered using my order number as requested so if it is not showing up on the account it’s only further evidence that the process to make complaints does not work or simply does not exist. It’s frankly hilarious that in two months this is the first reply I have had!

Heaven forbid you placed an order and a whole item was broken or missing as there is literally no way whatsoever you would be able to get the item replaced! Honestly it’s outrageous this company can continue to operate!!!!!!!

Order if you’re keen to take a punt on an affordable Hay palisade dupe, but accept the risk it arriving broken or with only half the bits you expected.

Ordered a sofa. Incredible design, the materials are super super good, my cat isn’t destroying the fabric when she scratches and it’s easy to clean so far. Very easy to assemble and light weight despite the solid wood and metal!

I still waiting for my order from February. Now is end of July . 200 euros iš still somewhere.

Beautiful, fast shipping and I was impressed by the quality of the product AND of the packing !

Everything was super easy. The chair looks amazing and very comfortable! I am very happy. Thanks The Masie team.

Great product. I can’t say much more except that they really need better, more responsive customer service, they never get back to you.

I am writing this review after nearly one month of trying to resolve a delivery issue with this company.
I ordered several furniture items, including a marble table. The delivery company arrived at my address but informed me that the marble table could not be carried to my apartment because of the staircase and the equipment they were using. Since all items were treated as a single order, none of the products were delivered, even though the problem only concerned the table.
Since then, I have spent almost a month trying to find a solution.
The most frustrating part of this experience has been the customer service. The company does not provide a phone number for customer support, leaving email as the only communication channel. Responses often took around a week, and many of the replies did not address the questions I had actually asked.
On several occasions, I explained that I wanted the marble table removed from the order and refunded while the remaining items were delivered. Despite explaining this repeatedly, I received responses that suggested my previous messages had not been properly reviewed.
I was also instructed to open a return claim through the website. However, the return process was clearly designed for customers who had already received their products. The system asked for photos of the items and packaging, even though the products were never delivered to me. At one point, I was even informed that the return period had expired, despite the fact that I had never received the order in the first place.
Nearly one month later, I still have neither the furniture I paid for nor a completed refund. At this point, I simply want the order to be cancelled and my money returned.
My experience has been that resolving even a straightforward issue is extremely difficult. If everything goes perfectly, you may never need customer service. However, if you encounter a delivery problem or any unexpected complication, be prepared for a very slow process with limited communication and little progress toward a solution.
Unfortunately, based on my experience, I cannot recommend this company.

I ordered an outdoor dining set over a month ago. Delivery was meant to be this week. I have repeatedly emailed customer service without a response and the table has not arrived. I am extremely disappointed in the service and have no idea if my table and chairs will arrive. Order number MQSOSRSSG

Can't deliver to UK. You can order on this site from the UK, money will be deducted from your account but the product will not arrive. And getting a refund will prove impossible. Avoid.

I bought a garden table and 4 chairs from The Masie, i ma very satisfied with their product and efficient delivery.

Fast delivery and the products arrived in perfect condition

Lovely looking umbrella but not good in windy conditions!
Even when pole is secured in the middle of the garden table, it spins in the wind amd even flew right off the other day.
Not impressed..
Quite flimsy locking mecanism too.

I was a bit nervous ordering from here as there were lots of bad reviews. But the item I purchased was in stock and delivery was made in good time and the sun loungers are gorgeous and exactly what I wanted.

Thought this website was a scam AFTER purchasing and reading the reviews but my hairs did eventually come with not the best shipping updates and they are beautiful and heavy and expensive looking. The travertine lamp is also beautiful. Would be a 5 star if the customer service/contact was better