THE MASIEReviews 

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.

Appalling customer service, only way to get hold of them is socials and the responses are then sarcastic/unhelpful. I would not buy from them again purely based on their customer service or lack there of.

After simply standing in a corner of the room without ever being touched, the glass coffee table just burst after not even 2 years. No reply to my emails of course. I’m really disappointed.

Pillow covers fell apart after the very first wash (followed care instructions). I contacted The Masie by email, but they completely ignored me and never replied. Very disappointing quality and customer service.

Ordered an item nearly a month ago (12/01) and had no updates from the company since it apparently shipped on 14/01, we’re now 10/02 and I still have no item, I contacted their support over a week ago (through their online contact form) and they haven’t even bothered replying to me. I have checked the tracking and the item is now being returned back to them with no update to me, no explanation and their support won’t even reply to me. We’re now short of lights for our build project and so theyre delaying our entire project and electricians. Avoid this company at all costs.

Waited over 2 months for my £700 order no correspondence or response to my queries about delivery. I cancelled the order it then arrived, long process to get them to acknowledge return, would not accept any responsibility. FInally got my money back after the date promised minus £100 for delivery. Avoid any dealings, shope elsewhere.

I ordered a desk in August 2025 and I am writing this review in Feb 2026 after trying everything to try to return the desk as I am not happy with the quality. The response time from The Masie is very slow and they keep on telling me that a transport company will contact me. I live in the UK and I get the impression they just don’t want to deal with the hassle of the return. I would NEVER EVER buy from them again. There is no phone number to speak to an actual person. I am surprised that they got good reviews in well known magazines - can only assume that the authors only looked at the products online and never had to deal with the after-sales service. I have been waiting for a refund of approx. GBP 700 for 6 months now.

Spent £800+ on a table and two chairs in December

Still has not arrived and do not have updated delivery date even though it allegedly shipped last month

Have emailed customer service twice and no response

worst customer support ever.

I've received only half of my order December 27th, I contacted the support by email following their process 2 days after and since that day I've got 0 news. 120€ the side table is very expensive to receive half of it without any support and refund.

I don't recommend?

I purchased a table on the website two weeks ago for about 1000 euros. The first delivery was a miss (I was home, no one rang, or called), the second delivery happened, but the transporter told me they could only deliver the feet of the table because the plateau was too heavy/big to take up the stairs for 2 men, they needed 4. Surely the Masie knew that and just scheduled it wrong. So now I’m stuck with the feet in my living room. I called customer service who is now reaching out the transporter to reschedule the proper team to come back. I asked if I could get installation on the day of delivery, agreeing to pay additional, as I clearly won’t be able to lift this plateau myself to put it over the feet… They said no, they don’t offer that service and I should just have read the weight description better. The experience is truly appalling… I’ll update if I ever receive the plateau and manage to assemble it. Curious to see what happens if I decide to return the table?! 🤨

In general I was happy with The Masie before. Always delayed shipping but OK products. This time the product arrived damaged, after the delivery was delayed AGAIN. So I received it after going on holiday. As I was away, I couldn’t open the package immediately. But as soon as I discovered the issue upon my return, I contacted customer service.

The response was a repeated copy-paste stating that 14 days had passed and that they couldn't do anything, with no interest in the condition of the product, the delayed delivery, or offering any solution. I asked for the case to be reviewed or to be put in contact with a manager, and received exactly the same response again.

A rigid policy, zero empathy, and no customer-oriented approach. When a product arrives damaged, the minimum expectation is that the case is assessed, not dismissed purely on a technicality.

Customer service is non-existent when a real problem arises.

Very disappointing experience.

* Please don't be reassured by the fact that they responded to this asking for the reference number, making people think they are following up. They don't. They ask for it, so it looks good on Trustpilot. So they have 'replied'. They never follow up. I am now even more appalled, they are insulting people's intelligence and hoping they will just give up.

Beautiful lamp, very good price.
Super fast shipping, awesome experience.
Thanks.
Will come back

I returned chairs via your courier on 12 January.
It has now been 19 days, which exceeds standard EU delivery times.
I have to write to you on here as you won't reply to my emails.
Please confirm receipt or provide written evidence from the courier that the parcel is lost or delayed.

Edit: Why have you not received it after 21 days? What’s wrong with your courier?

They didn’t refund or exchange a product that was completely broken. I would advise to avoid to buy from them

Leaving a review as it seems to be the only way receive a response from this company.
My order "shipped" over two weeks ago and the tracking has not updated once. I've tried to get in contact via multiple avenues but no response.
Please can let me know when I can expect my order?
Order - JWCPXKHNC
Thanks

Great quality and processing times. I'd definitely buy again from The Masie