THE MASIE Reviews 19,902

Fast delivery, good communication with the handling agency
I really like my new outdoor daybed. Almost nicer than expected
Good value for the money

At the beginning of February, I ordered two pieces of furniture that were originally supposed to be available by the end of that month. Since then, the estimated delivery date was repeatedly pushed back week after week until the end of March.

When I almost requested a refund, customer service assured me that the items would finally be shipped soon. After another delay, I eventually received a shipping confirmation — only to later see through the tracking link that the parcel had been damaged by the delivery company and that the delivery appeared to be cancelled.

On 16 April 2026, customer service informed me that they had spoken with the delivery company and that the damage was supposedly “minor,” meaning they could not guarantee that the furniture itself was undamaged. I was told the delivery company would contact me directly to arrange the next steps.

As of today, I still have not been contacted by the delivery company.

I contacted The Masie customer service again on 20 April 2026 and requested either a final delivery status or a full refund by 24 April 2026, otherwise I will have no choice but to escalate the matter through my credit card provider to recover my money.

The entire process — from ordering to customer service to delivery handling — has felt slow, disorganized, and highly unprofessional.

I have rarely been this disappointed with an online retailer. After more than two months of waiting, I no longer trust that I will receive these items in acceptable condition, and at this point I simply want my money back.

Référence OORIKARPK

Very disappointed with my experience.

I received incorrect products: a table and four chairs that do not match my order, and the desk I ordered is missing.

Customer service has been slow and inefficient. The refund process is taking an unreasonably long time, and as of today, I still have not received any refund.

I do not recommend this company.

Best decision ever! Was worth the wait.

Fácil de realizar a compra e com boa oferta.

Still not delivered - tracking doesn’t work and no telephone number to call for help!

I'm not one for usually leaving a review, however after ordering my tables, i'd read some concerning reviews for The Masie which made me nervous, but feel they deserved an honest one from me.

I ordered two Clery Rectangular Curved Glass and Wood Side Table end of feb'26. The company made it clear there would be delayed shipping at time of ordering. I received a confirmation of order by email and was informed they will send a confirmation of shipping once tables are in stock. This did happen many weeks later as expected whilst hearing nothing from them in between.

I was given a tracking number i could follow that was a bit vague regarding date of delivery, but told me enough to know they were on their way. Out of the blue, mid April they arrived. The whole process from ordering to delivery was 7 weeks in total and as i said, i'd been warned of a long delivery time. They were packaged extremely well and securely. I felt nervous for transportation issues due to being glass, but both tables are stunning. The quality is outstanding and 100% worth waiting for. I can honestly say i am thrilled and wouldn't hesitate purchasing from The Masie again. Thank you.

We love the products from the Masie, but this time received a chair with a big stain and Write to customer support and never heard back :/

I love the service, the way my furniture was packaged for delivery, and how beautiful the items were upon arrival. I will continue to order The Masie. I'm excited how unique the pieces are, perfectly curated for my home.

I ordered a table set and a lounger. The order confirmation clearly showed separate shipping timelines — the table "in stock, ships in 5–7 days," the lounger on backorder until mid-May. Reasonable. I expected the table to arrive first.
After 8 days with zero updates, I had to chase them myself. Turns out they hold your entire order until every item is available — but this is buried in the terms, not on the product page or the confirmation email, which actively suggests otherwise by showing individual shipping dates per product.
When I pointed out the contradiction, there was no acknowledgment, no flexibility, no effort. Just a two-line reply: we can remove the lounger and refund it, or you wait. That's it. No apology for the misleading information, no offer to split the shipment, nothing.
So now I'm paying shipping twice if I still want the lounger, and I had to do all the legwork to find out what was going on in the first place.
The furniture itself looked great on my first order — that's why I came back. But the communication is misleading, the service reads like copy-pasted templates, and there's zero ownership when something doesn't add up. If everything goes smoothly you'll be happy. If anything goes sideways, you're on your own.

Sad to see that such great products/brands ruin their own business with horrible customer service...

Lovely pieces. Expensive to ship to uk but all in happy with my purchases

Huge disappointment - after 6 months I realized the mango bedside tables had woodworms - I had to literally throw them to avoid further infestation of my hardwood floors etc. I have also ordered a chair - one of its plastic feet was broken - luckily, they had included a replacement part - let's see how long it lasts!

Edit - post-response: thank you for providing a two week period for reporting eventual issues, however, it took the whole winter for the wood worms that have been present in the night table you have sent me to demonstrate their presence in my brand new apartment. Ironically, the bottom of the infested drawer read: termite, fungus and borer resistance! 😀

I was initially hesitant to order from The Masie because I had read several negative reviews on Trustpilot. However, I decided to give them a try and purchased a few sun chairs for my garden.

My experience turned out to be very positive. The delivery was quite fast, and I was genuinely impressed by the quality of the products. The sun chairs feel sturdy, well-made, and look great in my garden. The materials and finish exceeded my expectations.

Overall, I am extremely happy with my purchase and my experience with The Masie. Based on this order, I would definitely buy from them again.

Ordered 2 chairs, turned up broken. Delivery was refused and chairs sent back. No response whatsoever from customer service despite multiple emails.

Currently without the chairs whilst they have my money. Looking for a replacement, and a response ASAP.

I ordered two new chairs and two screws are rusted, and the customer service is not taking care of it, sending me to a form online that i filled without any news.

Really bad customer service experience.

I ordered 4 pieces of their sale in January and paid over 1000 EUR directly. Until today (April, 7th) no article received and no chance to get in contact with a customer service. The order number was WPPRRTODY. How can I get my money back? Pls get in contact with me.

Amazing service, from order to delivery was very quick, kept up to date by the delivery company and The Masie all the way through. The goods received were fabulous quality and we are super pleased. Have placed another large order from them. Highly recommend.

Sorry to say, but I ordered 3 weeks ago multiple items for over 3k in EUR. However, even though most articles were marked as readily available, I haven't heard anything since the order. This is really bad since I have no idea when and where the furniture will arrive or if it at all went through. If I hear nothing back soon, I will have to cancel the order altogether.

They delivered the wrong parts so we couldn’t assemble the chair we bought. They were not responsive in customer support and make you upload 15 different images. Very bad experience