THE MASIE Reviews 19,902

It’s been months after my purchase but it is perfect! I bought a chair for my home office. So pretty and comfortable. Really happy!

I ordered a coffee table on February 5, 2026, but it still hasn't been delivered. Initially, it said delivery was on March 11th, then March 22nd. Most recently, it says shipping on April 5th, and it still says it's out of stock. I can neither cancel my order nor get a proper response from customer service. It's an utterly disastrous experience.

My item did arrive on time, but like others was given no notice by the courier, but themasie did deliver within the specified 10 days. It seems the issue is with the courier used because the product purchased looks fantastic and at an attractive price. If themasie can keep customers informed better about delivery times, arrivals their proposition would be very worthy.

The Masie looked amazing on paper. We went through great difficulty to purchase a few items although The Masie does not deliver in our country. While one of the items arrived in time and in good condition, the other (a small table) arrived one month late and incomplete - without the main (glass) part. It was clearly a mistake from the company since the 120cm long glass could not not have fit in a 60cm long package... We kindly asked for the missing part to be delivered. The company never apologize and still to this day (more than 3 months after our initial purchase) we are yet to receive the glass (and to have a functional table in our living room...). Disappointment does not even cover what we feel about this company which got us really excited at first. We would have been good customers if it wasn't for this terrible first experience.

My experience with The Masie UK has been absolutely appalling. I placed an order for a table, paid in full, and was expecting delivery after an already long 6-week wait.

Dispatch was confirmed on 18/02 with expected delivery in 7/10 days but instead of a delivery, I received an email stating the package was returned to their facilities, with no delivery attempt made to my address. This was immediately followed by a strange and deeply concerning communication: an attached email confirming a consumer claim had been registered for my order, a claim I never made.

Since these initial emails, which date back two weeks, I have sent multiple follow-up messages asking for clarification on these critical and unanswered points:

1. Why was a claim registered for my order? This is concerning as the email frames as if I had registered the claim myself.

2. Why was the package returned if no delivery was attempted?

3. What is the current, exact status and location of the table?

4. What would be guaranteed lead times for a new shipment?

Not a single one of these questions has been answered. Their only responses have been generic messages urging me to choose a solution (new shipment, refund, or voucher), completely ignoring the context of the situation and the fact that I have a paid-for product stuck in limbo. This indicates a complete breakdown of their customer service process.

If you value your time and want a guarantee that you will receive the product you paid for, I strongly advise you to shop elsewhere.

service top qualité

Lovely products but the ordering process and customer service department are fairly terrible!! A table top finish wasn't available and I was only notified of this once I chased them as I hadn't received the order. I've then had some coffee tables go missing, and I was told off for emailing them more than once as their email response time is 3-5 business days!

Worth placing an order if you're willing for items to go missing, or take over a month to arrive - no haste with this company.

In this entire world to all of the people out there. STAY AWAY FROM THIS TERRIBLE ONLINE SITE! they are the biggest scammers of all time and the quality is absolutely shockingly bad!

Here is my order! : RPJERKQXI
It wont change anything anyways because you will not help us!!!!!!!!!!!!!

Ordered 2 bedside tables a month ago, haven’t had any updates on delivery yet even though expected shipping was a week ago. Reached out a month ago and still no response. DO NOT FALL FOR IT!!

UPDATE: the bedside tables arrived and are gorgeous. Customer experience 1/5, product 5/5 (amazing for the price) -> 3/5 overall.

Also, at least they respond on trustpilot, thank you.

Order code: HXSWQMOEF

With all the negative on the reviews… I want to say that my order was within the 7-10 days… the furniture was good protected and handle with care. Im really happy. Thank you!

The company sent the product in two different shipping, got one, never received the second and the company isn't responding to my email asking where are the second package and when will I receive it.
Maybe I got unlucky but the sav is the worst i've experienced lately

Terrible service please refund my money as I have not received my chairs ... trust pilot reviews are the only way you will communicate with me!!!!!!!!! ZCPXXZUKV. I just want my money back please.

They sent a table which had scratches on it. I tried to return the day after and heard nothing. I’ve tried several times and nothing only to be told today that they will not take it because there are scratches that arrived with the table!! No returns nothing. SCAM.

Never again. Ordered online in january in february I receive an email that the transporter has returned the merchandise to the masie and to reschedule. I receive the package that looks good on the outside but is in 1000 pieces in the inside. I have been exchanging emails and 50 photos with the masie and they keep making excuses. Worst customer service ever

[UPDATED]
I had problems with the delivery of my order, as the deliverer misrouted part of my products. I got a reimbursement for the missing part of my order.
As for the part of the order that I received, I am very happy with the quality of the products received. I ordered a pair of rattan bedside tables at a very good price and I was positively surprised not only by the quality of the product, but also by the fact that they came already assembled.

Excellent customer service in resolving an issue we experienced with our order.

REVIEW UPDATE...
I have today received a response from the Masie team via Trustpilot, although my email and contact via their 'contact us' page has not had a response. I look forward to the update on my order as promised below and if my order arrives within those specified timescales then I will amend my review. Please do ensure that I receive that update promptly and ideally via my email.

THE ORIGINAL COMPLAINT IS BELOW...
I am very concerned at the customer service. My order number is: JHAMQXROH and like most of the bad reviews here I was drawn in by the look of their products and thought it was worth a go. I've been tracking my items closely and today the tracking info has disappeared with the message "Absent Consignee" which I assume means I was not in for delivery. Firstly this incorrect, I work from home and have been home every day since the order was made. Secondly we are renovating the property and there are workman in the property 7 days a week and lastly there has been no tracking update to suggest the item was out for delivery! I have today tried to reach Masie and like most people here, I've struggled. I have, as required contacted them via their website's 'contact us' section and I have used their email address to raise my concerns. What I find very disconcerting is that, unlike many other contact us pages there has been no automated reply to acknowledge receipt of my complaint. I am skeptical of there being a satisfactory response however I am willing to amend my review if I am proven wrong!

Worst customer service I have been trying to contact them in my confirmation email after I ordered it said it will be ready to be shipped February 13-18 now they said in June???? What is a 6 months delivery time that is insane no one answers my emails I cannot call anyone what the hell is happening can someone please get in touch I will have to cancel my order if I have to wait 6 months.

We received an Era Round Dining Table Ø120 cm as a gift approximately one year ago. After normal and careful domestic use, the laminate lifted and separated at the central seam. This is clearly not ordinary wear. It indicates a structural or manufacturing defect.

On January 30 we contacted customer service requesting a technical explanation and professional guidance on how to repair or protect the table. On February 4 we were asked to send photos and videos, which we provided immediately, including multiple detailed files.

After that, silence. No technical evaluation. No explanation. No advice.

Instead, we were told that only the original purchaser can open a claim through their account. Because the table was a gift, and we do not have access to that account, the company states they “cannot trace the order” and therefore cannot assist.

This effectively means that if you receive a product from The Masie as a gift ( or have no access to the account), you may have no access to after sales support, even in the presence of a clear defect and full documentation.

We also own their stools, and the overall quality does not justify the positioning of the brand.

The issue here is not only product quality. It is the refusal to provide technical accountability and the absence of any customer oriented solution.

Update 26.02: As already explained, the Era Round Dining Table was a gift, so we do not have the 9 letter order reference.

However, we do have the original instructions and the item number, so the product is clearly identifiable.
We sent multiple photos and videos and asked for a technical explanation and advice on how to prevent further damage. But you continue to ask me the same details I don’t have.
Please stop replying like a bot the same questions and give us a clear explanation.

Update 10.03: So with this NO ANSWER you are confirming that you do not provide any kind of support to your customers regarding furniture that was given as a gift. Very poor service.

Product was broken upon arrival. I have written 2 emails with no reply. I want my money back and I am looking for a way to achieve that.