THE MASIE Reviews 19,902

Appalling customer service, only way to get hold of them is socials and the responses are then sarcastic/unhelpful. I would not buy from them again purely based on their customer service or lack there of.

After simply standing in a corner of the room without ever being touched, the glass coffee table just burst after not even 2 years. No reply to my emails of course. I’m really disappointed.

Pillow covers fell apart after the very first wash (followed care instructions). I contacted The Masie by email, but they completely ignored me and never replied. Very disappointing quality and customer service.

Ordered an item nearly a month ago (12/01) and had no updates from the company since it apparently shipped on 14/01, we’re now 10/02 and I still have no item, I contacted their support over a week ago (through their online contact form) and they haven’t even bothered replying to me. I have checked the tracking and the item is now being returned back to them with no update to me, no explanation and their support won’t even reply to me. We’re now short of lights for our build project and so theyre delaying our entire project and electricians. Avoid this company at all costs.

Waited over 2 months for my £700 order no correspondence or response to my queries about delivery. I cancelled the order it then arrived, long process to get them to acknowledge return, would not accept any responsibility. FInally got my money back after the date promised minus £100 for delivery. Avoid any dealings, shope elsewhere.

I ordered a desk in August 2025 and I am writing this review in Feb 2026 after trying everything to try to return the desk as I am not happy with the quality. The response time from The Masie is very slow and they keep on telling me that a transport company will contact me. I live in the UK and I get the impression they just don’t want to deal with the hassle of the return. I would NEVER EVER buy from them again. There is no phone number to speak to an actual person. I am surprised that they got good reviews in well known magazines - can only assume that the authors only looked at the products online and never had to deal with the after-sales service. I have been waiting for a refund of approx. GBP 700 for 6 months now.

Spent £800+ on a table and two chairs in December

Still has not arrived and do not have updated delivery date even though it allegedly shipped last month

Have emailed customer service twice and no response

worst customer support ever.

I've received only half of my order December 27th, I contacted the support by email following their process 2 days after and since that day I've got 0 news. 120€ the side table is very expensive to receive half of it without any support and refund.

I don't recommend?

I purchased a table on the website two weeks ago for about 1000 euros. The first delivery was a miss (I was home, no one rang, or called), the second delivery happened, but the transporter told me they could only deliver the feet of the table because the plateau was too heavy/big to take up the stairs for 2 men, they needed 4. Surely the Masie knew that and just scheduled it wrong. So now I’m stuck with the feet in my living room. I called customer service who is now reaching out the transporter to reschedule the proper team to come back. I asked if I could get installation on the day of delivery, agreeing to pay additional, as I clearly won’t be able to lift this plateau myself to put it over the feet… They said no, they don’t offer that service and I should just have read the weight description better. The experience is truly appalling… I’ll update if I ever receive the plateau and manage to assemble it. Curious to see what happens if I decide to return the table?! 🤨

In general I was happy with The Masie before. Always delayed shipping but OK products. This time the product arrived damaged, after the delivery was delayed AGAIN. So I received it after going on holiday. As I was away, I couldn’t open the package immediately. But as soon as I discovered the issue upon my return, I contacted customer service.

The response was a repeated copy-paste stating that 14 days had passed and that they couldn't do anything, with no interest in the condition of the product, the delayed delivery, or offering any solution. I asked for the case to be reviewed or to be put in contact with a manager, and received exactly the same response again.

A rigid policy, zero empathy, and no customer-oriented approach. When a product arrives damaged, the minimum expectation is that the case is assessed, not dismissed purely on a technicality.

Customer service is non-existent when a real problem arises.

Very disappointing experience.

* Please don't be reassured by the fact that they responded to this asking for the reference number, making people think they are following up. They don't. They ask for it, so it looks good on Trustpilot. So they have 'replied'. They never follow up. I am now even more appalled, they are insulting people's intelligence and hoping they will just give up.

Beautiful lamp, very good price.
Super fast shipping, awesome experience.
Thanks.
Will come back

I returned chairs via your courier on 12 January.
It has now been 19 days, which exceeds standard EU delivery times.
I have to write to you on here as you won't reply to my emails.
Please confirm receipt or provide written evidence from the courier that the parcel is lost or delayed.

Edit: Why have you not received it after 21 days? What’s wrong with your courier?

My item (a metal cabinet) arrived damaged, shipped straight from a warehouse in Spain to England with no fragile tape or anything to suggest the courier should be careful with it. £20 shipping btw. The item comes flat packed and more than half of the parts have dents, one part actually has a puncture, and the edges are scuffed too. The feet / handles for the cabinet are just thrown into the middle I think possibly adding to the damage. Part of me thinks some of this damage happened before it even got to England. I’ve had no help over email, just abruptly get asked to send different types of proof including photos and videos, and spend my own time circling (!!) the damaged parts in the item manual so they can ‘check to replace only the damaged parts’. 3 days after sending all this I’ve and no reply. Ridiculous service and a waste of time, I’m having to dispute it with my bank instead

They didn’t refund or exchange a product that was completely broken. I would advise to avoid to buy from them

Leaving a review as it seems to be the only way receive a response from this company.
My order "shipped" over two weeks ago and the tracking has not updated once. I've tried to get in contact via multiple avenues but no response.
Please can let me know when I can expect my order?
Order - JWCPXKHNC
Thanks

Great quality and processing times. I'd definitely buy again from The Masie

The pieces of furniture are nice but the customer service is inexistent. After placing my second order I contacted the customer service asking to make sure that my full name would be included on the shipping label (they didn't for a previous purchase, and the courier couldn't deliver!). The person who replied (Lidia P.) didn't even make an effort to read what I was asking, she simply asked to be patient because my order hadn't ben shipped yet. Of course, once again the courier didn't have my full name and could not complete the delivery. Not only I had to use my time to reach out to the courier myself and update the delivery details again, but this time my delivery was even incomplete: I only received the table, and I have no idea where my lamp is. Nobody answers to my emails, what a shame!!!!

Everything went smoothly. Very fast arrival.

Really pleased, quick delivery and good leoduct

Fast shipping, great product. The instructions included in the box were completely useless and it took us a long time to figure out the mechanism to shorten/prolong the lamp cables. I tried to ask for help to the customer support on this concern with no success.