Maker&Son  Reviews 294

The company apparently complained about my review and requested it be removed, so I reposted it. I got a response saying tp email their customer service, which I had done dozens of times, and a message saying that "Someone from our customer service will respond to you." I have NEVER gotten a response. Their "live chat" function does not work. Their phone numbers go straight to voicemail. Literally, the only response I have ever gotten is here on TrustPilot, which apparently they monitor.

DO NOT BELIEVE ANY OF THE 5-STAR REVIEWS, THEY ARE ALL APPEARING WITHIN JUST A FEW DAYS IN EARLY DECEMBER, THEY ARE FAKE AND FROM THE COMPANY ITSELF!!

They are apparently watching the TrustPilot site as I have gotten a request to move this review to their US site. They still have not answered any of my emails, and have not answered any of my phone calls to customer service. I have tried to contact both the US and UK and have received absolutely no response.

A message to Maker and Son: If you want to revive your business and stop getting horrible reviews, don't use these incredibly shady tactics to buff your review ratings from real people. Do the right thing and pay back your customers! If anyone reading this has also had this issue with Maker and Son, file a dispute with your credit card company (if you bought using a card) or seek returns from a small claims court. They can't get away with stealing our money like this.

ORIGINAL REVIEW:

Placed an order at the beginning of the year. all money paid upfront, with a delivery date 6 months later. 11 months after ordering and i have not received a delivery date and have requested a refund for nearly 2 months now. no one answers the customer service number or email. i think they have gone out of business and are unable to refund any of their customers. so more than $5300 simply gone.

I ordered my sofa & chair (£10k) and they were delivered a year ago. The covers were cut from different swatches so do not match and the cushions were under filled. They sent someone out to look and they agreed immediately that both the fabric and cushions weren’t acceptable. I received confirmation that both would be changed. After weeks of chasing I insisted I collect new cushions from their workshop myself as they couldn’t give delivery times. I am still waiting for the replacement covers and cannot get any expected delivery dates. It’s almost impossible to get a response and if you do you’re fobbed off. I have messaged the CEO of Inc & Co who have bought the company but no reply. There has been no contact from anyone to provide updates. For me this has damaged the reputation of the Conran family who are the founders of Maker and Son. When I was thinking of buying I had multiple sales calls and emails to get my money! No contact from them now.

Only had my sofa a few weeks before hard lumps in the base cushions started ruining sitting on it. Tried to pouffe many many times and reposition the hard lumps to the middle but it just doesn’t work. Now I can’t sit on it and they’re ignoring my emails. I want new cushions, fixed cushions, someone to come and look/fix or a refund. Totally totally disgusting that this expensive sofa lasted 3 weeks and now no one can sit on it.

UPDATE: Not replied to my emails but seem to have enough staff to message on trustpilot. Can see why you’re having such issues here… think you need to reprioritise your workload and reply to your emails before your reviews.

FURTHER UPDATE:

*still no word about my new bottom cushions that are so lumpy* we HATE our sofa.

Emailed loads, completely ignored. Avoid this company like the plague. Ripped me off with a rubbish sofa.

Wow wow wow . My beautiful Song sofa arrived today by the loveliest team, they were just great . The sofa is called Song for a reason and that is that it will make your heart sing ! It’s truly truly beautiful and absolutely the most comfortable thing I have ever sat on . The linen quality is just mind blowing . I could go on about how much I love this sofa all day long suffice it to say that this is THE best furniture purchase I have ever made .
The service has been outstanding from start to finish and whatever issues were happening before have clearly been resolved . I have a disability which means I will be spending way more than average time on this sofa and it will genuinely make my life so much more comfortable. I am so so delighted . Thank you Maker and Son .
Simply the best .

Appalling after service. I bought two sofas and a footstool back in May, luckily from the “available now” range. I also ordered a bed. Maker&Son took my order, even though it now comes to light they were already in financial difficulty.

Maker&Son noticed the footstool was a different shade to the sofas, so said they would deliver it but if I didn’t like it, they would take it away and refund me. However, on the day they also offered me a discount on the footstool, which I decided to accept. They credited the discount (plus a refund for castors not delivered) towards the bed.

However, the delivery date for the bed passed with no communication (not even about the acquisition and subsequent administration ). I contacted them, and because they couldn’t tell me whether the bed was even in the process of being manufactured or when a delivery would be, I cancelled the bed order. I asked for the discount on the footstool to be paid back to me directly as it was no longer needed as credit on the bed, and they tell me they don’t owe me anything!! I’ve tried numerous times to resolve with customer service, sending emails, copies of paperwork, and recently calling but no one ever answers the phone and rarely answers emails unless chased - and sometimes not even then. As I can’t get hold of anyone, they won’t return my emails or phone calls, I feel like I have no choice but to leave a review.

I also have had problem with stitching coming undone on the sofa cushions. They picked the cushion up for repair, it was returned a week later but I noticed they used a different colour for the very poorly stitched repair! I asked for them to order cotton in the correct colour and redo the repair, but it’s now been over two months and nothing except excuses. The last time I spoke to them, they blamed the delay on manufacturing problems. For a spool of cotton??!

For a premium product, the service is atrocious. I realise it’s a tough time for the staff, but unfortunately I am regretting my purchase from this company. However, it appears I am luckier than some on this site.

Maker&Son press releases said “this new change will not affect customers' orders”. As the many reviews on this page reveal, this is simply not true. It’s affecting orders, refunds and after sales service.

The entire experience with Maker & Son has been a nightmare!! 18 week delivery was quoted and I finally received my sofa 1 year later. Many broken commitments - lack of communication & follow up. Sofa was delivered with the wrong slip covers. Company owes me a refund of $5,500 and now won't pay. Stay away from this company!!

I’m genuinely really upset about my lack of sofa . I had seen the beautiful sofa at Hampton court flower show , I drove down the showroom and paid in full for a Lovely sofa and foot stall, rug and cushions in July . The sales person would of known by then that there was problems with the company but they took my my money regardless . I could never really afford the sofa but I gave the last of my savings over and convinced myself it would be worth it . The deliver date would of been beginning of October and that time came and went , and then after I sat on the floor of my new property I was promised a new date at the end of October . That date came and went I nearly cried when I realised the company had gone In to administration . Then I managed to get hold of someone , I am told everything would be ok , I got all excited and wiped my tears away . Another 3 week has passed I’ve got a delivery date next week . But The last time I spoke to someone there was no delivery date , they can’t tell me a date. .I feel like a mug , I’ll probably never see my sofa , or money and I believe that my money was taken knowing all the problems that were going on .
I have never felt so stupid , and so sad . Still no sofa in my new place , and no money to buy one either .
Worse I paid on a debit card so the bank probably can’t help me out either . No one answers the phone today . Heartbroken .

25/11/2022 maker and son you replied to my message on hear , no no one has been in touch , or phoned and yet again another delivery date had been and gone . I would warn anymore who thinking of purchasing from this company please don’t .

Slow response, I got a response after more than 10 days of contact. So, I decided not to buy.

I was expecting delivery of a Marnie sofa this month . I cannot however get any word despite numerous VM & email attempts . I’m becoming suspicious that they are great at seductive photos of luxury comfort without delivery . Considering my $6 k deposit it’s more than annoying because there really isn’t a practical remedy .
.

Maker and Son owe us over £3,000. We ordered a sofa in January and it has never arrived despite promises.

My wife has asked for a refund on a number of occasions.

We have read that the company is in administration and there is some dispute.

Yet we received an invoice for more money today. The website is still operating.

From our experience we would suggest handling with extreme care.

Purchased a couple of cashmere throws on the Maker & Son website (Agate and Graphite colours). Fast delivery and I can honestly say they feel amazing and so soft! They are also pretty large too so cover most of the sofa if you wish. Customer Service was on point as well updating me throughout my order/delivery.

There have been delays caused by buyout but customer service seem to be catching up.

Do NOT trust this company! Run! We ordered our love seat and ottoman back in February of 2022. I didn't see these reviews then, and just months ago as I realized we've been taken with a high class hustle, I only saw 3 negative reviews. That's all I could find. Let the buyer beware! I started to be concerned and look for more information on the company when they didn't deliver on my furniture in June and the sales Rep didn't follow-up with me after contacting her. She always seemed to be out of town and she'd get back to me. Then she followed up with a sales hook for the sofa I wanted down the line. We called it my forever sofa. I was super excited and pleased with the initial interactions. It seemed high touch and professional, but now I see it for what it was; a high class hustle. The rep was coming back to the sucker who fell for the first deposit to collect another without even checking if I got my furniture or if I was pleased with everything. This is when I began to panic and looked online again and found the three negative reviews reflecting what I was about to go through as I attempted to get my deposit back. I had already identified with their initial experiences. Nearly 5K is being held. After months of back and forth a refund was promised within 7-10 business days in July! No refund was received. After lots of back and forth, I just kept getting a auto-email saying they're busy. No response now after getting an email saying they were going through a merger and funds were frozen and they'd have my refund at the end of September. It's now October (and now reposting this review it is November!). Nothing. They collected and attempted to collect more funds with zero intention of delivery, or knowing they did not and would not be able to deliver. I've never been taken for this much money in my life. This is not inconsequential and this is a federal fraud case because it stretches across State lines. We're talking hundreds of thousands of dollars just in what I've read here on Trust Pilot. Maybe one of us isn't a lot, but all of us together, is something. This company needs to be put out of business and pay for the fraud they've inflicted. This goes beyond small claims. We need to organize and make them pay what they owe. I'm so done. They came into my home. They hustled me and took my money. I feel pretty violated. They need to feel the back hand of the law. Do not buy from this company. There's probably way more people having this problem that have not found this review site. What you can do if you're in our shoes: contact the local police to file a police report, contact your local DA, and the FBI for financial fraud crimes, so that we can get this company's name trending and put dollar signs to the level of fraud across the US. And contact the Better Business Bureau, so people can be alerted to this company's tactics. Contact your bank or card to be sure they understand you were defrauded by this company. We have to do something. I'm just sick over this...we shread our bank statements and watch our credit and do all the things to avoid being defrauded, but they came into our homes and stole from us.
BTW--my first review was requested to be removed by Maker & Son. Their spokeswoman contacted me and basically said they weren't responsible some other company was now, but it is their name on the invoice. And because she didn't like my response her lacky wrote me and said they are not morally obligated to do anything. Lovely, accept pop off with our money, not deliver a product, and still collect their paychecks.

Do not trust this company with your money!
We bought in June for immediate delivery, then were promised August, then it went to September, then pre-Christmas. Then we learn that technically the company we bought from went into receivership in October. This occurred because a creditor (presumably a supplier owed money who did not trust they were going to be paid served a winding up order). The funds clearly weren’t there so the company was forced into administration.
If it were truly a solvent, going concern this could not have occurred.
A new company has been formed by the same people. Communication has been more than poor. Empty promises and vague statements galore. It is unclear if or when we will ever get our sofa. We needed it for Christmas at the very latest. There seems no hope of this.
Our request to have a delivery date and assurance the quality will be the same when their supply base is clearly disrupted, has not been responded to.
We originally bought for immediately delivery in June when the company was, in hindsight, already in difficulty and trading for cash. How we now regret this!! We have received a response from the latest version of ‘Maker&Son’ so they know who we are …but just empty promises, pointless information and ignored questions and highly unsatisfactory terms. They obviously are trying to stabilise the company and protect jobs but I find it distasteful that their energy is going into advertising for new orders when they can not give delivery dates to current customers and shutting down negative reviews when incumbent customers are being treated with such disdain. (Although as they point out our deposit was paid to the previous company so the new company has no obligation to refund us as we have requested).
Negative posts on instagram are being deleted.
There is nothing illegal or unfactual about my review so I hope Trust Pilot maintain it.
If we find a satisfactory resolution then I will update but for now I would recommend extreme caution.
Buyer Beware

I ordered a dog bed.
Do not buy! They are very heavy and are difficult to move
Washing the cover is exhausting as it’s really hard to get on. The interior the bed is bulky and cumbersome. The outer fabric does not stay nice after washing
There are much better dog beds on the market that are much more practical and nowhere like the cost.

DO NOT ORDER FROM THIS COMPANY

I paid a £5000 deposit for a couch which never arrived. M&S refuses to provide a delivery date or refund the deposit.

Ordered in June for Sept / October delivery. When contacted they told me they'd been taken over and would fulfill all orders. Since then I've not heard from them and they are not responding to calls and emails.
I'm wondering if they have gone out of business
Have contacted Amex for refund of deposit.

Update 02/04/23
More excuses and no information of any value. Alll nicely rounded off with a 'don't contact us as we won't get back to you' finish.

The worst furniture experience ever. Ordered a large sectional. Maker and son sent the sectional with a broken cracked in half frame. They had a furniture specialist mend it temporarily and ordered a replacement.
Fabric had horrible imperfections and many stains from shipping. I had ordered a linen slipcover for $5000.
I was told oct 7 the new couch would ship. Now everyone’s phone is disconnected. All emails bounce back. This cost me $18000 all in. I had ordered this couch in October 2021. I am disgusted. Now I need to hire a lawyer.

Me and my husband ordered last year and paid almost $36k. After nearly a year we finally have our furniture and they are nice however we paid $2,000 for white glove service and that isn't what we received. My marble floors were a mess and they had regular plastic gloves! I sent numerous of emails and got no response. I finally received an email from Justin Jones, operational manager in NYC who stated 2 of my 6 couches would come in cotton white since I waited so long for my order but my slip covers would be mailed via ups in early September. It is now almost end of October. He said I could Call him or email him at anytime, he told me my slip covers would be mailed out in the citrine color that I ordered for my zen room and have yet to receive tracking and he doesn't answer my phone calls or emails, I get sent straight to voicemail. I actually called there New York store spoke to a woman who was so nice took my information stated she would get back to me and of course she didn't call me back. Now when I call none of them are working numbers. Now I'm stuck with white couches and that is not what I ordered and I literally had to call the UK and they have a message to leave an email and someone will get back to me. This is ridiculous we paid so much money waited so long and now it's crickets. We just received our couches 2weeks ago, and Justin apparently gave us a $2,500
warranty something for the long wait but if I need it I can't even get in contact with anyone so what good is it? I'd rather they send me a refund of $2,500. I don't know when I'll get my slip covers and after leaving numerous emails it's ridiculous. Hopefully the UK email will get me so answers on my slip covers because the white isn't gonna last and that's not what I ordered. I feel so bad looking at these reviews because these couches are VERY expensive. And they are beautiful amd comfy but the customer service sucks so bad. I feel like I'll be stick with white couches!