Mastrum Reviews 12

Impossible to get through to customer service! Iv tried calling multiple times and had no answer. I have sent numerous emails and received no reply. Looks like I will have to go through my bank to receive a refund???

Great products great service

I purchased 3 t shirts in different colours last March for Summer 24. After wearing them all and then being washed for the 1st time 1 (coral in colour) shrunk a good 1-2 inches. I contacted customer services and sent it back, they refunded me. I was happy about this as it was obviously faulty. About a month ago I noticed that 1 of the others appeared to be loose around the neck. After checking it the elasticity around the neck has definitely gone. It is unwearable, even when just washed and ironed it looks like it has been worn loads of times. I contacted customer services and sent it back but apparently according to them because of the permanent staining under the arms and neck the design team have concluded the stretching is not a manufacturing fault yet the other 1 I still have is perfect. I am appalled in their response. I will never shop with them again and suggest other people don’t. The t shirts from Oliver Sweeney are much better quality. I even attached a photo and you can clearly see how the material has gone.

I had a query on a discount code I called customer service and spoke to Luke who helped resolve the issue for me. I must add that he put the item on hold for me until the issue was resolved, A big well done to Luke for his politeness and efficiency to resolve my query.

Ma strum customer service, excellent 5 stars having read the other reviews I can only think they have new staff and systems in place. Needed to contact them / answered email promptly and sent out required extra for core sweatshirt pronto and free of charge. Thanks a lot to Luke 👍. By the way the clothing is excellent quality/ and really cool designs.

Customer service is nonexistent. They never respond to emails. Only asked a simple question. They never get back to you. Sizes are confusing and all over the place. Love the clothing but if you take my advice, buy their clothing from another retailer that sells it. I ordered something online this morning and after waiting for 3 to 4 hours, I still haven't had a confirmation email.

I ordered a Christmas gift in several sizes. The items were received in good time but were the incorrect sizes. I emailed immediately but have no reply to two emails, and I have had huge difficulty returning the item using their free service as they have failed to provide a barcode in the returns paperwork. Weeks later and I am still waiting for a refund of £225. Luckily I have paid using a credit card so I’ll be asking the bank to take over under the consumer credit act as well as reporting to trading standards. If you must buy their overpriced clothing be sure to use a credit card so that you have some additional protection. Ignorant and roguish. I’m disgusted.

Received faulty overshirt
Sent back as per instructions on returns label
Expected new shirt 20% off ext purchase and refund of postage
Desite repeated e mail to ma strum have had no refund no 20 % discount no apology
Now looking at how to take further
When you pay extra for a brand you should get at least decent customer service however I have had none

This review is not about their clothes. The clothing contains lots of nice technical pieces (with price tags to match). However, their customer service is woeful. No communication over returns, despite 3 emails, dismissive if you get through on the phone and no free returns (you would think for jackets of £200 and up that free returns would be a basic pre-requisite).
In all honesty, if you like the gear, buy from a retailer stockist, because buying direct is a painful experience if you have to return something. This is based on having to return different items twice.

Website problem 'reserves' money from you bank account (as all online traders) but if they can't fulfill the order they don't ping back to your bank to release money. You then have to wait for bank's timescale to return funds - to be fair to the bank they don't know the trader can't supply the goods - the bank is reserving the money for them to give them time to process your order. Be aware - other traders immediately ping the bank to release your funds back to you, ma-strum's payment processing can't do this so you may have to wait a week to get access to your money. Can't review clobber as haven't received it.

Mastrum make great jackets, check out their carbon coated slub cotton jackets.