THE MASIE Reviews 

Not even one star worth. The customer Service is horrifying. I waited around 2months for my order and then i received the wrong products (i assume it was on purpose, the tried to satisfy me with an alternative product). Now i contacted them to get the money back, no answer since weeks.

Cost of the delivery was excessive

I have received all my products with defect. I have tried to contact the masie but with no success. When they answer I just get a general response. No phone number available in Germany. The phone number in Spain does not reply. This has been the worst experienced I ever had. 2 weeks and no response, no directions.

Very good table, very good service

Still no response to return request — reference YMZWUQCPH

Since posting my previous review and submitting a formal request regarding order/reference YMZWUQCPH, I have received no response whatsoever. My return request for the damaged chairs remains unanswered, and there is still no solution for the missing benches and cushions that were paid for but never delivered.

What makes this even more unacceptable is that the company is not reachable by telephone. Customers are left without any direct way to speak to someone or obtain an update on an unresolved and costly issue.

It is frankly shameful that, after a delivery that was already one month late, incomplete and damaged, the company continues to ignore a legitimate request for a refund, collection and replacement.

I will continue to document my experience publicly and post an update every day until this matter is properly resolved. I expect an immediate response, a refund for all undelivered items, collection of the damaged chairs and delivery of compliant replacement chairs.

Very disappointing experience with The Masie. Order ZQWEQSDPP took more than 10 business days to be dispatched and was then delivered incomplete.

The table leg and chairs arrived first, while the tabletop was missing for a long time. I had to personally contact Austrian Post and Redur to try to locate it. When the tabletop finally arrived, the delivery driver told me the packaging was already damaged. We opened it together, found the table itself damaged, and the driver immediately took it back.

I submitted a formal complaint and the damaged item was returned, but so far I have received no reply regarding either the complaint or the return.

Customer service has been extremely slow and difficult to deal with, and previous forms and emails seemed to be ignored unless I followed up repeatedly.

It is also very frustrating that The Masie appears to have no customer service call center for Austria, while telephone support is available in countries such as Italy, France, and Spain.

Very disappointing customer service – incomplete sofa and no proper solution

I am extremely disappointed with the customer service from The Masie!!!!

I received only part of the sofa. The legs, screws and assembly instructions were missing, meaning the sofa cannot even be properly assembled. I contacted customer service because I wanted to return the sofa, but instead of simply providing a return label and arranging the return, I got nothing!!!

They are now asking me to provide a photo of the assembly instructions showing the missing components, instructions that were never included in my delivery in the first place. Is that normal!!!!! I have already clearly explained that I do not want replacement parts or an instruction manual. I simply want to return the incomplete sofa and receive my refund!!!!

What is particularly frustrating is the lack of communication and the long delays in responding. I have had to repeatedly follow up instead of receiving a clear and straightforward solution.

In my opinion, this is not acceptable customer service!!!! You should work on your emails support instead of your TikTok and instagram account!!!! A customer should not have to spend this much time chasing a company simply to return an incomplete product.

I am still waiting for the return documents/return label and a proper confirmation that the sofa will be taken back!!!!

I am sharing my experience here so that other customers are aware of how my case has been handled. I hope The Marcy will finally resolve this matter properly and without any further unnecessary delays.

I simply want to exercise my legal right of withdrawal, which I am entitled to. Why are you making this unnecessarily difficult and repeatedly failing to respond properly instead of simply processing my return?????

Very good experience. Transparent and continued communication regarding expected delivery and time. Delivery very well done, great communication and professionalism from the delivery team. Highly recommended.

Product arrived exactly as communicated when I was making a purchase. All good, will order more from this brand!

Quality met my expectations! Looks great and is stable (:

Bought a beautiful coffee table - even nicer in person than the pictures. Delivery was on time and we were updated on progress.

I have never written a review in my life. This time i have to. Do NOT buy anything from this company. Horrible delivery terms, no communication with their support (only template response), bad products.

I wanted the option to get delivery to my apartment but they refused to help set that up. They only wanted to deliver in front of my apartment gate. I was willing to pay. They refused.

I had to get a 140kg package to the 4th floor by myself.

The first table had a massive crack when i opened it. They send a new one (after several months)

They refused to pick up and remove the first broken table - even though it is in the law that they are required to do so.

With the second table they did not want to help with delivery as well. The product is so fragile and bad quality that it immediately has a crack as well.

There is only a handful of companies i actively recomemend to never do any business with - this is one of them.

0/5

(1 star is generous)

Fantastic product, would definitely re purchase from here!

I love every piece I’ve ordered from THE MAISE. The shipping is fast, all items are safe when delivered, and the customer service of the delivery personnel has been OUTSTANDING. I keep ordering while I live here in Germany and I love the unique items. Thank Yiu

I’ve already ordered a few furnitures from The Masie, always very good quality and nice products.
But, unfortunately very long delivery times and very bad customer service.
No phone number for German customers, only email, with a very long lead time answer…
I've placed my last order OKVROFMRG on 2 of August, with expected shipment for 26 of august… so far nothing and also no update from customer service. That’s very unprofessional.
Maybe someone will answer here faster than my email request??

I ordered my couch on 20 August, and the estimated delivery time was 4–5 days. It’s now 31 August, and I still haven’t received my order or even an update on its status.

I’ve contacted customer service both by email and through the contact form on their website, but I haven’t received any response. I was planning to order more furniture for my apartment, but after experiencing such poor customer service, I’m no longer confident in doing so.

We ordered the Vanile desk made of mango wood. It is available in two colours, moyen and foncé. We chose moyen, expecting something close to the warm medium beige/brown colour shown in the pictures.

What we received is much, much lighter than the colour shown on the website. Honestly, I would consider this a completely different colour and would call it clair.

The wood itself was another big surprise. It seems to have no water-repellent or even basic protective treatment at all. If you accidentally spill some water, coffee or anything else, you can only hope it comes off. Any drop of water stays on the surface for 15–20 minutes while it dries, appearing as a dark grey stain the entire time. I have never experienced anything like this with a wooden piece of furniture before, and it really leaves me puzzled. The surface feels extremely fragile and, frankly, it is difficult to relax and actually use the desk normally.

The quality of the construction is also not what we expected. There are visible gaps between some of the parts and the overall finish feels rather amateur for a piece of furniture at this price.

We contacted The Masie directly to explain everything and ask what could be done. Unfortunately, we received the furniture on the day we left for a two-week holiday, so we were not able to report the problems within the 14-day return period. That part is obviously our responsibility.

Still, we contacted customer service because we wanted to explain the situation and at least get some advice. The response was extremely dry and basically told us that these things were normal. The colour difference had to be accepted. The lack of protection against water also had to be accepted. Our comments about the construction and the gaps were simply ignored.

Not even a simple “sorry that you are disappointed” or any real attempt to find a solution.

Overall, a very disappointing experience. The website gives you the impression of a company selling beautiful, well-designed and well-finished furniture. Unfortunately, the actual product we received did not match that impression at all.

We will probably end up getting rid of this desk. And we definitely won't order from The Masie again.

Terrible customer service.
I ordered a couple of Garden chairs on 2 August, with the website indicating an estimated delivery time of around 10–12 days. It is now 30 August and I still have no clear indication of where my order is or when it is likely to be delivered.
What makes the situation even more frustrating is the lack of accessible customer service contact details. There appears to be no straightforward way to speak to anyone for reassurance or an update; instead, you have to repeatedly submit online forms and simply hope that someone responds.
I had high hopes for this company and had planned to purchase further items, but unfortunately this experience has really put me off.
Nearly a month later, I’m still waiting for my order and for a clear update on when I can expect to receive it.

Very disappointing experience with THE MASIE.

My husband ordered a set of two bar stools (Order reference: EPKWOMHJQ), but only one of them was delivered. He has contacted customer service several times regarding the missing stool and also submitted their contact form twice, but despite waiting for more than a week, he has received absolutely no response.

Delivery problems can happen, but completely ignoring a customer who has already paid for an order is unacceptable. We still have no information about where the second bar stool is, whether it has been shipped, or when we can expect to receive it.

The lack of communication and customer service is extremely frustrating. We simply want THE MASIE to respond and resolve the issue with the missing item.

Order reference: EPKWOMHJQ

I will update this review if the company finally responds and resolves the problem.

it take too long,
product came with defects!!!
no replacement - because of over 14 days!!! it was holiday time!
DON´T BUY THERE!!!