Masku: Dishonest with Customers
I need to use the edit option to add my response to Masku’s answer here. Masku’s answer confirms their dishonest intentions toward the customer, as I copied Masku’s reply to KKV (“että se tulee peittämään myös hieman istuintyynyä”) and to my review (“the customization will extend to the side of the seat cushion”). In their response to KKV, Masku stated that the customization would cover only a little bit (“hieman”) of the seat cushion, while in their reply to my Google review, they claimed that it would extend to the side of the seat cushion. These two statements clearly contradict each other, indicating an attempt to mislead and manipulate the customer’s understanding of the product details. Such inconsistency reflects dishonest and unprofessional behavior toward the customer.
I bought a sofa, and the seller in Espoo Lommila was not honest and provided very poor information at the time of purchase. Masku customer service seems to function only as a phone operator—there is no proper customer care, and there is no written information about the return policy for items bought in the store. This means Masku can manipulate cases at will and often acts dishonestly toward customers. They direct customers to KKV, assuming that even KKV cannot help. KKV is aware that there are many unresolved issues with Masku. Overall, nothing works if you are not satisfied with the items.
Reply from Masku
This matter has been discussed with the store manager thoroughly. We are sorry for your disappointment in the matter. As you know, you ordered a highly customized product, meaning basically half as sofa with some customization to hide the frame. Sadly we cannot accept a return for such a heavily tailored product as there is no fault in the product. The store personnel has also thoroughly explained beforehand how the product would be customized for you and that the customization would extend to the side of the seat cushion. We do our best to make all of our customers happy, but in this case there's not much we can do as the product is exactly as agreed.
Update:
Thank you for your updated review, however we don't agree with these statements. The very purpose of the custom made part is to prevent the seat cushion from sliding off the sofa and therefore it has to extend to the side of the cushion. However, this not the proper forum where we handle individual customer care cases and we must respectfully conclude the discussion here. We are happy to assist through our official channels in the process as needed.