Maker&Son - UK Avis 118

I ordered some fabric from Maker & Son at the end of January. To date, no fabric has been delivered. I have contacted them using the telephone number on their website and left several voicemails. Nobody from their store has returned my call. I have also sent multiple emails and completed their online web form. Nobody from their team has responded.

PLEASE PLEASE AVOID.. We spent £17,600 in July for a bespoke sofa and loveseat - with a delivery date of October - fast forward to April 1st - nothing has been delivered. We had the same experience - broken promises, delivery dates which came and went and lots of reasons why - all I now believe to be lies. We dealt with Matt Wilson - please do not let him into your home. A nameless ‘Customer Service’ and finally Christian Warren (Director) who made endless promises and justifications for why we had not received our furniture - I believe it all to be lies, which is so sad - I really believed him.. We got rid of our old sofa the day before the 2nd promised delivery date in December - just before Christmas .. so was left with no furniture over Christmas - I was promised a loan sofa - again nothing materialised
Fast forward to January’s delivery date - cancelled the day before.
Luckily we paid with Amex and they are now involved - so hopefully I can put this matter behind me as it has really taken its toll. This Company is in trouble, having had pieces from them in the past which are really beautiful - it is such a shame. The most worrying thing is they are still active on Instagram, have a live website promising furniture which clearly they have no intention of delivering - PLEASE PLEASE SAVE YOURSELF THE HEARTACHE - DO NOT ORDER FROM THEM

Scammers and thieves. This company owes me a product or my money back. Taking them to Small Claims Court. If you are in the same position, please do the same. These people need to be held accountable. Would rate -5 if I could, disgraceful company. They have recently changed their office address and have an outdated one on their webpage.

Maker&Son have taken thousands of £££’s from me in deposit, in return…no sofa, no phone calls, no emails once they had the cash. They have disappeared and taken my money with them. I think I have been scammed by a fake exterior. Do not trust this company!

Paid deposit for a chair in June to match sofa I had previously purchased .Was aware of issue with the fabric which was not going to be in stock for a while . Chased delivery date in September . No date given. Chased again and had email that was for a different customer . Have sent numerous emails but no reply since November . Have now asked for refund .

This is my second review of this company. I removed my original review at their request after they pleaded that the business had “changed hands” and assured me that the issues previously raised would not be repeated under new management.

What followed was months upon months of exhausting back-and-forth communication. At one point, the situation deteriorated to such an extent that American Express refunded my £17,000 payment in full due to non-delivery.
Despite this, I was contacted and assured, almost relentlessly, that my sofa would be delivered if I gave the company another chance. I was told the new director was genuinely trying to rebuild the business and put things right. Against my better judgment, and in good faith, I agreed to proceed.

Unlike many other customers, I did eventually receive a sofa. However, this is where any positives end. The seat cushions were filled with incorrect padding, resulting in a noticeably inferior feel and finish. This was not subjective opinion, the director explicitly admitted that the cushions were wrong and of significantly lower quality than what had been agreed.

Despite this clear acknowledgment, no meaningful action was taken to resolve the issue. Instead, I was met with repeated delays, empty promises, and blatant avoidance. After countless attempts to obtain a resolution, communication abruptly stopped altogether. I am now completely cut off, as appear to be many other customers who are also chasing unresolved orders, refunds, or remedial work.

The pattern here is deeply concerning: assurances are made to placate customers, responsibility is acknowledged in words only, and then communication ceases once payment has been secured or pressure subsides.

I cannot stress this strongly enough, do not, under any circumstances, purchase from this company. The financial risk, emotional stress, and sheer time wasted far outweigh any potential ‘luxury sofa’ benefit.

Having spent a lot of money in April we are still waiting for our sofas. Lies and more lies from we are just waiting for the cushions through to their Director Christian Warren promising delivery. Of course this hasn’t materialised. I have now issued a letter before action and intend to issue a statutory demand. DONT BE FOOLED AND STEER CLEAR. con artists

The only decent customer service I have had is when this company wanted my business. Since then nothing. Ordered placed in July for replacement covers and still nothing. If I didn’t know better I’d say the company has problems

We ordered a sofa from maker and son on September 15th 2025 in their sale which was advertised as a 1-2 week delivery time on their website. The initial service to take payment was really quick and professional and lured us into a false sense that we were getting the right treatment for the money we were spending. 2 weeks went by and we were told there was a delay in the warehouse and that they would be in contact the following week with a date. From there it ended up in me chasing them via email for an update and the response got less and less. Luckily I had a phone number from someone I spoke to initially and they again gave promises of an update which never really came from the customer care team. Fast forward to week 6, no update on delivery, and then we saw all the other comments on trustpilot and got severely concerned. Luckily we paid with Amex and so we’ve started a dispute and got our money back whilst they look into the matter. On doing this the contact we had text us saying we can have a refund due to going past the agreed delivery date which I confirmed we wanted to do over text and then again over email but no response has been given.

There clearly is something going on with this organisation and unfortunately I wouldn’t risk your money. We are so lucky we paid with Amex as originally they asked us to pay with bank transfer and we never would have got our money back.

UPDATED - my last review was removed. After the sofa arrived in a really poor quality for what you pay, we cancelled the order and the sofa was successfully returned for a full refund. Maker&Son then only refunded me for half the total amount paid for the sofa, after they agreed and were committed to, by email, issuing a full refund minus delivery costs for returning the sofa. My wife and I spoke to and emailed an employee, the managing director, and the accounts team of Maker&Son from August of 2024 to April of 2025, but after a string of different excuses delaying payment, from changing card processing provider, to managing cash flow issues, creating a non existent payment plan with dates, to “sending payment” and apparently refunding the wrong customer. It's now been over eight months since the sofa was returned with no refund and they have since creased contact with me, ignoring my emails for an update on payment. In their emails they talk about previous commitments not being met and the financial mismanagement of the past leading to broken promises and a loss of trust. Along with assurances that under the new ownership, resolving these outstanding matters is a top priority. And that they are committed to making this right and ensuring that every affected customer receives the refund they are owed. I can assure you that this is not the case and based on my experience I would AVOID THIS COMPANY AT ALL COSTS. It seems the new company is just as bad as the old one.

I ordered a sofa in January and paid in full at the time. Communication was great at first, and I was told the sofa would be finished and delivered by end of May. Since then, I have tried multiple times to reach out via voicemail, email, and other channels—but I have received no response at all. You don´t even get somone on the phone.

This sudden silence is extremely concerning and frankly feels sketchy, especially after such a large upfront payment. I’m now being forced to take further steps on my end due to the complete lack of communication. I sincerely hope this review prompts someone from the company to get in touch immediately. Otherwise I am forced to put my attorneys on this.

I expect that I will receive a generic reply telling me how the company has been restructured since I purchased my furniture
However if you put to one side that the sofa and love seat are now unusable due to the inferior cushions my review is very much aimed at the current company
I purchased a sofa and love seat in March 2022
My cushions are now so flat that it is impossible to sit on them
The current company replied by email in November 24 that they would either refill my existing cushions for free (wonderful) or I could purchase new cushions at cost price
I opted to have the cushions refilled thinking that if this didn’t work I could purchase new cushions
After over 20 emails with promises to escalate the collection of the cushions etc I then received a final email in April this year, some 5 months after Maker and Son agreeing to refill the cushions to tell me that they were now unable to offer that service. The reason being apparently that they had attempted this with various customers and it hadn’t worked but I could still purchase new cushions
The customer service is awful, apart from Caroline in sales who went out of her way to be helpful, I would seriously look for another job Caroline!
It took over 20 emails and calling twice a day for 6 days, leaving a message each time before I got through to “welcome to the home of the worlds most comfortable sofa”. This statement alone must breach some sort of guideline
Please please DO NOT buy from this company!

Maker&Son have been brilliant. They have always been helpful, answering emails promptly and keeping me informed about a small issue I had with some cushions . Naomi has been great as my point of contact and everything has been resolved satisfactorily. Thank you Maker & Son .

The final resolution was fantastic and the only reason I gave 4 not 5 was that it took a long time to sort out our issues with the cushions

Possible to give zero stars!?! Paid a fortune for a sofa. Wrong sofa arrived. Spent 18 months chasing with no luck. Awful cushions. Sofa is flat and looks like I got on a freecycle page. DO NOT TOUCH THIS COMPANY

Incredibly great service! From the mobile showroom to without doubt the comfiest sofas I have ever bought I wouldn’t hesitate to recommend Maker & Son.

Fabulous showroom and a lovely experience. The staff are very knowledgeable and very helpful plus the sofa is so comfortable

I actually have given up now with this sofa and armchairs it’s just awful the new company is no better than the old company both just as bad literally no reply's to emails or phone calls I’ve only ever wanted to buy new seat cushions because the old company ones are so bad you can not use the sofa, I’ve had calls late at night last year from ‘Ian’ whilst he was driving up the motorway, I was in tears saying I wanted to burn the sofa and I just wanted to purchase new seat cushions and how he would come and sort it to now you don’t even get a reply to anything I’m done … do your homework they sell the dream but I’m not sure about customer service after purchase !

I purchased the Orlando sofa from the original owner of Maker & Son; they sent to two side pieces and assured me the middle piece (it's modular) would arrive in a few months. I raised the issue of fabrics matching to which they assured me there would be no batch issues as it was a natural fabric...
The middle piece eventually arrived and of course, it was a different colour entirely to the two corner pieces I had.

I complained immediately to the company who said they would replace all cushions with covers from the same batch.

I had been waiting and chasing up these cushions for 8+ months, only to finally be told by a generic voicemail that the business had gone into administration. I spoke to the new owners who took it over to explain that i'd been promised these replacements, and they told me they were unwilling to honour the promise made by the company.

In short, attrocious customer service, dishonest completely (misled me for 8+ months that they were working on a solution) so now I am left with a sofa that costs £8k + and has mismatched cushion covers.

Totally disgusting way of conducting business. Never ever buy from these people. I have since warned several friends and colleagues off of the company, and most recently a few influencers who have posted wanting to purchase products. Shamelessly dishonest...

I bought a sofa, foot stool & chair from the original company. When the new people took over they offered money back or to fulfil the order - I opted to fulfil the order as I’d saved especially & wanted to complete the set. Zero communication. Everytime I’ve rung - they’ve said they were working on the back log. They are marketing these sofa’s as if they’re high end - which I’ve commented on, on their adverts. They have now contacted me to say they’re prepared to discount a further order but will not be honouring the order that I’ve paid for. Now, they have blocked me from social media. Absolute sham of a company - DO NOT BUY FROM THESE COWBOYS