THE MASIE Reviews 

I ordered two bedside tables for a client in April. We still haven't received these. The customer services tell me they've been dispatched and I'll receive tracking details. I still haven't received the details. I have contacted customer services countless times and they simply don't reply.

I ordered a dinning table and chairs set on september 2nd, when the shipping date was set to be november 1st. I was ok to wait for 2 months because I really liked the set.
In order to be ready to receive it, I sold my old set very cheap to make the space. 4 days has passed since shipping date and I asked where is it, they just said oh there is a change now you wait for 3 weeks more.
I have a family and we cannot sit on the floors to eat for 4 weeks(plus delivery time). This is unacceptable, they had 2 months to prepare and still fail to do so.

Extremely disappointing!!

I was very happy with my glass desk Frigo (EWPPSQCSS) which I ordered in April 2023. Unfortunately though, the desk shattered out of nowhere overnight recently.

We are lucky that no one was hurt, but we were sad to hear that there is zero support whatsoever as the guarantee of 2 years passed. Sorry, I am not buying again..

Seriously think twice before ordering from The Masie, customer support is basically non-existent.

We received a damaged chair and followed their instructions to report the damage using the form on their website. I have screenshots showing that the form was sucessfully submitted. Waited for 10 days and no one ever contacted us. Sent them an email explaining the situation and it took over a week just to get a generic answer that we should report the damage using the form just as we had already done. Of course now 14 days deadline have already passed, so the form can't be filled out anymore, not that it worked anyways.

We are stuck with broken chairs for 3 weeks with absolutely no meaningful contact and no resolution in sight. If not resolved soon, we will make use of our buyer protection to get our money back.

My order number is SJDQSYMVQ.

I am extremely disappointed with your company and, in particular, with the way customer communication and customer service have been handled throughout this process.I placed a fairly substantial order with you, which unfortunately arrived significantly later than promised. As I urgently needed the furniture, I was left with no choice but to purchase the items elsewhere in the meantime.

What has disappointed me even more than the delayed delivery is the lack of communication from your customer service team. My previous enquiries have either gone unanswered or received very inadequate responses.

I am now trying to return three out of the five parcels delivered. All three parcels are still completely unopened and in their original packaging. However, despite several attempts to contact you, I have still not received any response or clear instructions on how to arrange the return. This situation has arisen solely because the delivery was so late in the first place.

Quite frankly, I find it astonishing how little attention your company appears to pay to its customers once an order has been placed.

This is particularly disappointing because I genuinely like your furniture and had a very positive impression of your company initially. Unfortunately, based on this experience, I would currently struggle to recommend you to anyone.

I now expect a prompt and concrete response, together with a clear solution for returning the three unopened parcels free of charge.

If I continue to receive no response, I will seriously consider taking further steps to resolve this matter.

My experience with The Masie has been incredibly frustrating. I hope they read this.

First, they delivered the wrong product. Since then, I have spent weeks trying to get this issue resolved, but there has been no practical solution whatsoever.

The situation is made even worse by their customer support. Every time I contact them, I receive essentially the same response, without any actual progress or willingness to take responsibility. I have repeatedly asked to file an official complaint through their formal complaints procedure, but customer support keeps sending me in circles and refuses to properly register or escalate it. I have also requested a complaint reference number and escalation to a supervisor, without receiving a satisfactory response.

The return process is another problem. As explained in my previous correspondence, the product has expanded in size and no longer fits into its original packaging. I am being left to figure out where to obtain a sufficiently large box, whether it will even fit through my door, and how to package the sofa for transport. Why can't The Masie simply arrange for a suitable transport company to collect the sofa as it is? And why should I have to bear additional packaging costs when the original problem was that they delivered the wrong product?

I have explicitly referred to EU consumer protection legislation, including Directive 2011/83/EU, and requested a proper resolution. Instead of addressing my concerns, the company continues to repeat the same unhelpful responses.

I find the refusal to properly handle and escalate my formal complaint particularly unacceptable. I expect a business operating in the EU to take consumer complaints seriously and provide a transparent complaints process.

After weeks of wasted time, repeated emails and absolutely no meaningful progress, I am now considering filing a chargeback with my payment provider because the wrong product was delivered and The Masie has failed to provide a workable solution.

My advice to other customers: think twice before ordering from The Masie. The real quality of a company becomes apparent when something goes wrong, and in my experience, The Masie has failed spectacularly in that regard.

Worst costumer service ever.
I’ve been trying to return an item that was delivered in a damaged state SINCE SEPTEMBER.

I’ve already sent pictures, video, all the information they requested.

They said the item would be picked up and vanished. The item is still in the middle of my living room waiting to be picked up!

My money has not been returned!

Order Number: ZIONHMFMZ

Nice and design 😊

AVOID!!!!!!! It says delivery in 10-12days on their website. It's been almost 3 weeks since I placed the order and there is no sign of any delivery happening - no tracking, no response from their CS team. TERRIBLE

Terrible customer service – no response for days!

I ordered 25 chairs (Order XSRFJGIWD) for the opening of my café. Despite numerous emails, I have received absolutely no response for days, no shipping confirmation, and no delivery date.

The chairs are listed as available on their website, yet my order remains unfulfilled. Our opening is just days away, and this situation is causing serious problems for our business.

I demand an immediate response, confirmation of when my order will be shipped, and a guaranteed delivery date. If you cannot fulfill my order, I expect an immediate refund.

This level of customer service is completely unacceptable. If this issue is not resolved promptly, I will have no choice but to involve my lawyer.

I strongly advise others to think twice before ordering from this company.

I like the products, but purchase, delivery and customer service.

Both occasions I purchased from The Maisie my items were held up because I was apparently not invoiced the full amount. Both times I had to call them to find out where my order was, they weren’t proactive in informing me there had been a problem.

Calling customer service is difficult as you need to frequently wait about 15 minutes for someone to pick up. The last time I called, they hung up on me after a few minutes because they had other people to serve, even though I explained how long I had been waiting and that I still needed additional assistance.

The website says “Sent between 3-5 days”. From this, I hadn’t realised that this meant 3-5 days until they create the label for your delivery. Then it’s another 5-7 days in top for delivery. I feel that is deceiving, obviously the customer doesn’t care when it’s sent but rather when it will be received.

My order reference number #1435 I ve send this to your customer service email address many time with none answer at all.

Refund not paid.

We hope that we will receive a response here.

Our order was delivered damaged on August 31, and we requested a refund. Our request has been under review ever since, under case number 8892070, and to date, we have not received any payment.

We ask for immediate action and a confirmation

Order XGTPJREPH

Yes, I’ve received the answer right after the review. “Se desidera rimuovere il prodotto o sostituirlo con un altro articolo disponibile, la preghiamo di comunicarcelo.”
I’ve immediately replied, that i’d love to cancel the chairs from my order, as I dont agree to wait without a concrete date.

NO REPLY RECEIVED. So I am obliged to to write here again after one week of waiting.

Please , upgrade your customer service.

Regards

Delivery within 1 week! Initially skeptical about the reviews I read on trustpilot but I'm satisfied with the product. I ordered a dining table set with chairs. Super easily built as a first time builder.

The order arrived damaged and trying to get it sent back has been a nightmare. We have been trying to get it collected by the company for over a week now. Each call they seem to tell me the same thing and we just go around in circles. I have emailed too with no luck of a response. This has to be the WORST customer service I have ever enchanted.

DO NOT BUY FROM THE MASIE. TERRIBLE CUSTOMER SERVICE AND NO DELIVERY UPDATES.**

I am absolutely appalled by my experience with The Masie.
My order (ZCVACYDFQ) is now at least two to three weeks overdue, and I have received absolutely no information about its status, whereabouts, or expected delivery date.
But what makes this experience truly unacceptable is the complete lack of customer service.
I have called their Portuguese customer service number dozens of times, always during their advertised opening hours (8 AM to 1 PM). Every single time, an automated recording announces those same opening hours before immediately disconnecting the call.
I have also contacted them by email and received no reply whatsoever.
How is it acceptable for a company to take customers' money and then become practically impossible to contact?
Even more concerning, after researching public reviews, I discovered numerous other customers reporting remarkably similar experiences, including delivery delays, unanswered emails, and inaccessible customer support.
The company even displays a link to the Portuguese official complaints platform on its website, yet I have been unable to find The Masie registered there to submit a formal complaint.
This is not just about a delayed order. It is about accountability, transparency, and basic respect for customers.
I have now spent an unreasonable amount of time trying to obtain information about something I have already purchased and paid for.
I expect The Masie to provide an immediate explanation, a verified delivery date, and a direct contact capable of resolving this situation.
I am also pursuing the available formal consumer complaint channels.
My advice to potential customers: think very carefully before placing an order with this company. A beautiful website means very little when your order is delayed and nobody answers your calls or emails.

TheThe Masie, please stop hiding behind automated messages and start taking responsibility for your customers.

I have been trying to contact them through the form on their site for over a week now. I placed an order on September 27th and have had no update since.

I was sceptical of this online shop before I ordered a dozen items for well over 1000€. The delivery took very long, but I knew that when I ordered. One item was missing and one item was a little bit damaged. I filed a complaint and got a fair partial refund for the damaged item, and the missing item was mailed a week later. Mistakes happen, but they dealt with them very quickly, fairly and professionally.
Most importantly: I am super happy with the quality of the products. Very good quality, well thought out, amazing value for money!

Terrible experience!
When you order something from them, pray that the item is in stock. Otherwise, no service, no support, no product, no delivery, no tracking, and months of waiting for lost money that is hard to recover. 100% Horrible!