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. Nobo... Voir plus
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Lisez les avis des autres
Absolute scam artists. After taking over £7000 of my money in May, and promising delivery five different times (where my sofa never materialised) the company is now completely ignoring my emails, voic... Voir plus
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... Voir plus
Despite reading some pretty mixed reviews, we decided to invest in a Maker & Son song sofa. As soon as we ordered fabric samples, we were pleased with the customer service. The mobile van came to visi... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
Home of the most comfortable furniture in the world. Our beautiful Sofas and Beds are handmade from 100% natural materials and designed to be as comfy as possible. Luxury fabrics, free swatches. Buy online or request a brochure.
Coordonnées de contact
The Courtyard, Holmstead Farm, Staplefield Road, RH17 5JT, Cuckfield, Royaume-Uni
- 0800 808 5408
- hello@makerandson.com
- makerandson.com
2,0
Bas
291 avis
A répondu à 7 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Shockingly terrible customer service……
Shockingly terrible customer service… purchased a couch and chaise lounge a year ago in a beige colour. They said they could send us a white denim version and send the correct fabric slip covers ‘approximately a month later.’ I agreed, based on the notion that we’d be receiving the correct slip covers shortly after. We received the white furniture in MAY and despite numerous attempts to contact both the US and UK team, I’ve received two extremely vague emails since with absolutely no information or timeline. So we’ve been stuck with the wrong furniture for already 6 months longer than anticipated, with no end in sight. Considering these are luxury items and this is the worst customer service I’ve ever received…. for any item, I’m so disappointed and shocked.
9 mai 2022
Avis spontané
Réponse : Maker&Son
Dear Diana,
We are terribly sorry to hear your feedback regarding the original founding company, who owned Maker&Son at the time of your experience. Since the closure of this business, we have not been operating in the USA, so were sadly unable to provide sufficient support to you at the time.
The new team responsible for Maker&Son in the USA going forward are now fully operating and have been able to provide at-cost solutions to the majority of customers who were left with unfulfilled orders or resolutions from the previous business.
If you are able to share your information with us or get in touch below we will work with you to find a possible solution.
customerservice.us@makerandson.com
Our very best wishes,
Maker&Son USA
Contact the Administrator We ordered a number of sofas back in…
We ordered a number of sofas back in May and as you may guess nothing has arrived and we can't get hold of FRP who have been appointed administrator/liquidator of Maker & son They informed me that they were in administration but as of today they are in liquidation. They have written to the creditors that they know about but the company have not been co-operative so they are likely to be missing a lot. Worth getting in touch with them and noting your claim.
Good luck
“Ops” have responded by asking me to contact them on the usual email which we like everyone else have sent numerous messages to with no reply. I have zero trust in the company and just want my deposit back.
Having just read your reply of Dec 16 I contacted the liquidators who were interested in your post as they informed me they have not yet received all the relevant information and have not yet made any announcement regarding distribution.
They also advise all creditors to pursue a refund through their credit card company if that option is available to them.
8 décembre 2022
Réponse : Maker&Son
Hello,
Thank you for sharing your experience with us. We are sorry that recent changes to the business have impacted negatively on our customers. Since the brand changed hands in August, there have been very complex challenges for the company to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
Unfortunately, communication with the liquidators through the legal channels has been extremely slow, however, we have provided them with everything they now need to conclude their process. Unfortunately, due to the extensive debt that had been built up in the previous company (Maker&Son Ltd/MSOLD1), any funds that are raised by the liquidators will be used to repay the largest of creditors, Barclays, and customers are unlikely to receive any compensation.
While it is taking a substantial amount of time to rectify, we (Maker&Son Ops Ltd) with the global rights to the Brand and IP for Maker&Son, are absolutely still active and are committed to fulfilling all customer orders, no matter the cost and necessary length of time it takes to deliver on this promise. We have been making significant improvements internally and financially since the acquisition and although negative feedback is hard for us to read, your feedback is so incredibly important in helping us build upon these improvements and to move things forward.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders
While response times are currently much slower than usual, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be happy to look further into your experience with you.
Best Wishes,
The Maker&Son Team
Very fortunate, but...
After reading other reviews, we feel very fortunate. We ordered a loveseat from Maker&Son in August and received it early December. The loveseat is fantastic and, so far, exactly what we wanted... and we would love to get more of the same.
HOWEVER, we do not feel confident that we may ever be able to get the same product. Another company acquired the right to produce the Song line in the US(?), which may or may not work.
That being said, there is no excuse for the utter lack of communication. Our experience started with a friendly personalized relationship (van visit, text messages, etc), which halted abruptly. We finally got in touch with the new company, which fulfilled our order (thank you!).
However much you repeat that this was not the company's fault, by not communicating with customers who entrusted you with 1,000 of dollars/pounds, you have permanently lost our trust. We cannot fathom what could possibly have prevented Maker&Son from sending a clearly worded, honest email to existing customers as soon as issues started. The pretense that all is fine on social media adds insult to injury. Really disappointed. This is a company we wanted to succeed and invest in.
7 décembre 2022
Avis spontané
Badly let down and lost thousands of £
I ordered and paid for a large L shaped sofa and foot stool in January. I am still waiting for full delivery and am now getting no response to emails and all the phones go into answer phone and no one calls back. Dreadful service all along with promises made and never executed. I have lost thousands of pounds and would recommend looking elsewhere for furniture, shame as they look great on the web.
5 décembre 2022
Avis spontané
Réponse : Maker&Son
Hello,
Thank you for sharing your experience with us. We are so sorry to read your feedback and how recent business changes have impacted our customers negatively. Since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
While it is taking a substantial amount of time to rectify, we are open for business and committed to fulfilling all customer orders, no matter the cost and necessary length of time it takes to deliver on this promise. We have been making significant improvements internally and financially since the acquisition and although negative feedback is hard for us to read, your feedback is so incredibly important in helping us build upon these improvements and move things forward.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders
While response times are currently much slower than usual, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be happy to look further into your experience with you.
Best Wishes,
The Maker&Son Team
So upset about what is going on here
So upset about what is going on here! Order a sofa, chair & footstool in April, paid €7,300 deposit & no sign of order. Also told in September my order was ready & would be delivered in October, then it was November!! Still no sign of it. No response to emails. Have requested a refund, no response!! Shocking situation!!
7 décembre 2022
Avis spontané
Réponse : Maker&Son
Hello,
Thank you for sharing your experience with us. We are sorry that recent business changes have impacted our customers negatively. Since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
While it is taking a substantial amount of time to rectify, we are open for business and committed to fulfilling all customer orders, no matter the cost and necessary length of time it takes to deliver on this promise. We have been making significant improvements internally and financially since the acquisition and although negative feedback is hard for us to read, your feedback is so incredibly important in helping us build upon these improvements and move things forward.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders
While response times are currently much slower than usual, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be happy to look further into your experience with you.
Best Wishes,
The Maker&Son Team
Still waiting for a response to many emails sent
Please can someone from Maker & Son respond to my emails, I agreed to a replacement sofa to be delivered 2 weeks ago but it never arrived.
I have now requested a refund which you said would be paid in February 2023. I would prefer a new sofa but your customer service representative who I have been emailing and the customer service emails are not being answered
Thank you
7 décembre 2022
Avis spontané
Réponse : Maker&Son
Hello Kat,
We are really sorry that you have had to make contact with us on Trustpilot in order to get an update on your order - thank you for bringing this to our attention.
In November, as part of the legal process to liquidate Maker&Son Ltd/MSOLD1 (previous owners of the Maker&Son Brand), liquidators stopped all movement of items in or out of the distribution centre while they worked to determine which 'assets' (including furniture) needed to be liquidated. This has caused delays to deliveries that had been planned or scheduled which are now being worked through with our delivery partner to be delivered as soon as possible.
Unfortunately, a small number of customer orders are being held with the liquidators who now have control over the distribution centre. Communication with the liquidators through the legal channels has been extremely slow; however, we have provided them with everything they need to conclude and allow us to continue to deliver orders currently in their possession.
This very complex challenge has been changing from week to week which has made it very difficult to communicate accurately and provide clarity to our customers. We are absolutely committed to fulfilling orders, at our own cost, and although there are unavoidable delays, we aim to deliver on this promise.
We have been regularly emailing our customers with updates on the current disruption to our operations. We have also published a help page on our website which details the very complex changes that have occurred. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
Response times are currently much slower than usual, but the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be able to provide you with an update.
Best Wishes,
The Maker&Son Team
Shambolic - beware!
In September 2021 we placed an order for two large sofas and a footstool, promised delivery “probably just after Christmas”. Apparently “just after Christmas” meant late May 2022.
During the 8 month wait there was absolutely no communication, apart from requests for the next payment instalment – we thought the company had actually gone into receivership at one point because no-one was answering the phone (before the phone was answered but the person answering was never able to help).
Eventually the sofas and footstool arrived. They’re really not worth the wait or the cost – unlike the sofa on the Maker & Son website that the model is able to bounce on, the cushions sag and flatten as soon as you sit on them and have to be plumped each day before use.
We are so disappointed.
If you are still waiting for your sofas, learn from our experience and ask your bank for a chargeback. There are much better alternatives on the high street.
15 mai 2022
Avis spontané
Réponse : Maker&Son
Hello David,
Thank you for sharing your experience with us. We are sorry that you are not happy with your furniture after such a long wait while the business went through some significant changes.
Since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult for our teams to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
We have been making significant improvements internally and financially since the acquisition and although negative feedback is admittedly hard for us to read, it is so incredibly important in helping us build upon these improvements and move things forward.
We would love to talk to you about the issues you have described in your review. The necessary upkeep of our product is detailed extensively throughout our website, however, this should have also been discussed with you by the sales teams to help manage expectation. Our furniture is not comparible to mass-produced furniture and does require an additional level of care and upkeep.
While response times are currently much slower than usual, please fo get in touch with our Customer Service Team via email at customerservice.uk@makerandson.com, who will be happy to look further into this for you.
Best Wishes,
The Maker&Son Team
This company should be investigated
This company should be investigated. They should not still be allowed to trade. £6570 of our retirement pension left as a deposit weeks before the original company went into administration. I will not be letting the new scam artists who acquired the company have another penny of our money. It’s scandalous. Avoid at all costs. Our dream pre Christmas sofa is exactly that …. A dream !!!
4 décembre 2022
Avis spontané
Réponse : Maker&Son
Dear Amanda,
We are deeply concerned to hear of your experience. There is no lawful reason for us not to trade. Our customer services team are working through the last few remaining customers who were impacted by changes to the business in August 2022 to provide a range of resolutions, where possible. Please do get in touch with us directly so that we can support you with the resolutions we have available.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Maker & Son Australia
Maker & Son Australia
I’ve had a wonderful experience with the company from start to finish. It’s been an informed journey all the way.
From receiving my selected material, through to manufacturing stages.
For stunning pieces of furniture you do need to expect to wait.
The ladies I dealt with were extremely professional and friendly in particular Betty and Aimee.
They both did their best keeping me informed which I desperately needed being so close to Christmas.
I highly recommend this company for quality product and professionalism.
The sofas are so beautiful and comfortable to sit in. They are timeless pieces and will give my family years of joy.
I would have no hesitation recommending and using their services again for more sofa covers.
Be aware of the negative reviews online on this company are their overseas, US and UK operations. They have nothing to do with the Australian branch. The Australian branch is an independent operation.
1 décembre 2022
Avis spontané
Réponse : Maker&Son
Hello Josette,
Thank you for sharing your experience with Maker&Son in Australia. We are thrilled to see your positive feedback and that to date current disruption to our UK operations has not affected customers in AUS or NZ.
We look forward to welcoming you back soon!
Best wishes,
The Maker&Son Team
I see everything is fine
I see everything is fine. But the price seems a bit high compared to the common ground of the sofa
29 novembre 2022
Avis spontané
Réponse : Maker&Son
We believe this is a spam review which we have flagged to Trustpilot. The process we have to follow is to request information from the reviewer, after which we can make a request for the review to be removed.
Spam positive reviews are even more damaging to us as a business than negative reviews as they do further damage to customer confidence and trust. Creating fake reviews has not been orchestrated by Maker&Son or any of its teams. We continue to follow the guidelines provided to us by Trustpilot and flag these for investigation to be removed from public view. Frustratingly, this process can take around 10 working days from the date of flagging for Trustpilot to action. These have caused an incredible amount of frustration to our business.
We placed our order with a £6500…
We placed our order with a £6500 deposit in July 2022 with delivery in 16-18 weeks, we are now in December 2022 and no sign of a delivery.
They fail to respond to emails asking specific questions they just send generic responses and when you call they just say leave a message and someone will call you back which hasn’t happened.
Really disappointed at the lack of customer service, I’ve emailed cancelling our order and asking for a refund but no response. Would never recommend anyone ordering from this company.
1 décembre 2022
Avis spontané
Réponse : Maker&Son
Dear Ken,
Thank you for sharing your experience with us. We are sorry that recent business changes have impacted our customers negatively. Since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
While it is taking a substantial amount of time to rectify, we are open for business and committed to fulfilling all customer orders, no matter the cost and necessary length of time it takes to deliver on this promise. We have been making significant improvements internally and financially since the acquisition and although negative feedback is hard for us to read, your feedback is so incredibly important in helping us build upon these improvements and move things forward.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders
While response times are currently much slower than usual, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be happy to look further into your experience with you.
Best Wishes,
The Maker&Son Team
AVOID THIS COMPANY
AVOID THIS COMPANY
I never take the time to leave reviews, however the experience we have had with this company has been so poor I feel I should warn others. We ordered sofas in May 2022 and only when I approached them in the expected week of delivery (September) did they tell me there would be a short delay. After many attempts to get an updated delivery timeframe, at the end of November we were then told we would not get any further status updates until January 2023.
This business has gone through some restructuring recently but the customer service and communication has been appalling. They tell you to call them, but you can only leave a voicemail and no one calls you back. I cannot warn people enough not to shop with this business. They will take your money and give you false information about expected delivery times.
Also note the numerous blatantly fake recent 5 star reviews aimed at distracting from the real customer comments here which all tell the same story.
Avoid this company.
30 novembre 2022
Avis spontané
Réponse : Maker&Son
Dear Owen
Thank you for sharing your experience with us. We are sorry that recent business changes have impacted our customers negatively. Since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
We feel the need to clarify that we are no longer part of the previous company, Maker&Son Ltd/MSOLD1, which is the company you refer to that is now in liquidation.
While it is taking a substantial amount of time to rectify inherited issues, we (Maker&Son Ops Ltd) with the global rights to the Brand and IP for Maker&Son, are active and committed to fulfilling all customer orders, no matter the cost and necessary length of time it takes to deliver on this promise.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible, including how we have dealt with the attack of spam reviews that you mention. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
While response times are currently much slower than usual, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be happy to look further into your experience with you.
Best Wishes,
The Maker&Son Team
I am so disgusted with this company
I am so disgusted with this company. My wife and I ordered a sofa from them back in May, incredibly what must have just been a matter of days before they headed south for administration. We didn't hear anything for a couple of months and then reached out only to find out that they'd gone into administration but had new owners inc. and co. Mid September we received an email from one of their hipsterly sounding 'sales fulfilment executives' applauding my wife for our 'stoic' patience!!! We stoicly.... waited some more and I chased 2 days ago. Our sales fulfilment executive has disappeared, her number is unobtainable, the live chat on the website doesn't work, the phone number just cuts you after telling you there's nobody home and Inc. and co. are no better. How they still have a live website is beyond me. So easy for thieves to prevail in this world today! A truly horrific experience!
29 novembre 2022
Avis spontané
Réponse : Maker&Son
Dear Mark,
We are sorry to hear how recent business changes have impacted our customers negatively. Since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
We feel the need to clarify that we are no longer part of the previous company, Maker&Son Ltd/MSOLD1, which is the company you refer to that is now in liquidation. The financial difficulties began at the beginning of last year, however, operationally there had been some challenges prior to this.
During the recent process of administrators moving from Administration to Liquidation, the transfer of assets and TUPE for staff were reversed. However, our new company (Maker&Son Ops Ltd) with the rights to the global Brand and IP and can continue to trade lawfully. Regrettably, with the months of uncertainty that staff members faced both before and after the acquisition, along with a number of restructuring processes, we are working with significantly reduced teams so response times have been impacted.
Communication with the liquidators through the legal channels has been extremely slow, however, we have provided them with everything they now need to conclude their process of establishing which assets are legally theirs and which are legally ours. While it is taking substantially longer than we expected to rectify, we (Maker&Son Ops Ltd) are committed to fulfilling all customer orders from the liquidated company, no matter the cost to us (all customer funds have gone) and the necessary length of time it takes to deliver on this promise.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
While response times are currently much slower than usual, if you need to speak to us, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will get back to you as soon as possible.
Best Wishes,
The Maker&Son Team
Update on money owed
Quick, factual follow up on our experience with Maker&Son.
Following our one star review, we contacted their customer service as they suggested.
To progress further, my wife had to sign an agreement not to defame the company.
We were told that we would then be able to purchase one of their already made sofas using the money owed to us.
Since signing, despite following up, there has been no response from Maker&Son.
I observe that the company's social media and website continue to operate.
29 novembre 2022
Avis spontané
Réponse : Maker&Son
Hello Mr Ewington,
Thank you for your feedback. I have requested that your case is followed up by the team as soon as possible. They are working through a high volume of enquiries at present so it may take longer than usual to get back to you.
Due to the complexity of the situation and the Brand and IP having moved to a new company, we have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
We feel it is important to clarify that we are no longer part of the previous company, Maker&Son Ltd/MSOLD1, which is now under the control of liquidators.
Best wishes,
The Maker&Son Team
AVOID AVOID AVOID
AVOID AVOID AVOID.
This company sells 'the dream' but is a total con and has £5000 of my client's money.
We placed an order back in June and paid a large deposit - promised a pre Christmas delivery. They have now severed all forms of communication with us - despite leaving 8 voicemails, 4 emails, Instagram DMs, commenting on Instagram posts and attempting Live Chat there is still NO response. For the last week their phone lines have been switched off so we are unable to even leave a voicemail.
What makes it worse is they are still trying to sell products on their Instagram with glossy lifestyle imagery - Maker & Son are crooks and have let down so many people. It appalls me that they are still trying to take people's money with no intention of delivering the goods.
28 novembre 2022
Avis spontané
Réponse : Maker&Son
Dear Nels,
We are sorry to hear how recent business changes have impacted our customers negatively. Since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
We feel the need to clarify that we are no longer part of the previous company, Maker&Son Ltd/MSOLD1, which is the company you refer to that is now in liquidation. The financial difficulties began at the beginning of last year, however, operationally there had been some challenges prior to this.
During the recent process of administrators moving from Administration to Liquidation, the transfer of assets and TUPE for staff were reversed. However, our new company (Maker&Son Ops Ltd) with the rights to the global Brand and IP and can continue to trade lawfully. Regrettably, with the months of uncertainty that staff members faced both before and after the acquisition, along with a number of restructuring processes, we are working with significantly reduced teams so response times have been impacted. The team have been dealing with an overwhelming volume of global enquiries while complex challenges were ongoing with no final outcome to communicate with customers.
Communication with the liquidators through the legal channels has been prolonged, however, we have provided them with everything they now need to conclude their process of establishing which assets are legally theirs and which are legally ours. While it is taking substantially longer than we expected to rectify, we (Maker&Son Ops Ltd) are committed to fulfilling all customer orders from the liquidated company, no matter the cost to us (all customer funds have gone) and the necessary length of time it takes to deliver on this promise.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
While response times are currently much slower than usual, if you need to speak to us, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will get back to you as soon as possible. The social media team cannot access customer order information and therefore cannot update customers.
Best Wishes,
The Maker&Son Team
Taking money and not providing items
I bought one sofa last year which is great and then I ordered another one this year in July (plus other items) which have not arrived and the company are not responding to my emails . To take money and not provide a service is stealing. I have paid £8k. Please answer my emails and deliver the items.
25 novembre 2022
Avis spontané
Réponse : Maker&Son
Dear Harriet,
Thank you for sharing your experience with us. We are sorry that recent business changes have impacted our customers negatively. Since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
We feel it is important to clarify that we are no longer part of the previous company, Maker&Son Ltd/MSOLD1, which is now under the control of liquidators. However, our new company (Maker&Son Ops Ltd) with the rights to the global Brand and IP and is continuing to trade lawfully.
While it is taking a substantial amount of time to rectify, we are open for business and committed to fulfilling all customer orders, no matter the cost and necessary length of time it takes to deliver on this promise. We have been making significant improvements internally and financially since the acquisition and although negative feedback is hard for us to read, your feedback is so incredibly important in helping us build upon these improvements and move things forward.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
While response times are currently much slower than usual, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be happy to look further into your experience with you.
Best Wishes,
The Maker&Son Team
I bought myself a dog bed and my dog…
I bought myself a dog bed and my dog seems to love it and he sits there all the time. I often watch tv with my dog and find the mattress to be quite soft. I'm pleased to see that Marley likes this
18 novembre 2022
Avis spontané
Réponse : Maker&Son
We believe this is a spam review which we have flagged to Trustpilot. The process we have to follow is to request information from the reviewer, after which we can make a request for the review to be removed.
Spam positive reviews are even more damaging to us as a business than negative reviews as they do further damage to customer confidence and trust. Creating fake reviews has not been orchestrated by Maker&Son or any of its teams. We continue to follow the guidelines provided to us by Trustpilot and flag these for investigation to be removed from public view. Frustratingly, this process can take around 10 working days from the date of flagging for Trustpilot to action. These have caused an incredible amount of frustration to our business.
11 months after order, no response from customer service
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.
23 novembre 2022
Réponse : Maker&Son
Hello Carol,
Unfortunately the business in the US has ceased trading and as an asset of the old company, Maker&Son Ltd/MSOLD1, is now under the control of liquidators.
We feel it is important to clarify that we are no longer part of the previous company, Maker&Son Ltd/MSOLD1, however, our new company (Maker&Son Ops Ltd) in the UK, with the global rights to the Brand and IP, is continuing to trade lawfully in the UK.
We have recently published a public statement online as well as launched a help page on our UK website to help answer as many of the questions we have received as possible and provide as much clarity as possible, including customers in the US. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
Best Wishes,
The Maker&Son Team
Still waiting for my covers a year on!
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.
25 novembre 2022
Réponse : Maker&Son
Hello Andrew,
We would love to be able to make contact with you to discuss the issue further. Could we kindly ask that you make contact with the team as we have been unable to link you directly to an exisiting Aftercare case inherited from the old company.
To provide a little context on recent delays to communication, since the brand changed hands in August, the company has had very complex challenges to overcome with the situation changing from week to week. This has made it difficult to communicate and provide clarity to our customers, who, as we now understand, were already at the receiving end of a poor experience.
With the liquidation of Maker&Son Ltd/MSOLD1 and the sale of the brand to a new company, there has been disruption to the expected operations and service. We have recently published a public statement online and launched a help page on our UK website to help answer as many of the questions we have received and provide as much clarity as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
While response times are currently much slower than usual, the best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be happy to look further into your experience with you.
Best wishes,
The Maker& Son Team
My sofa lasted only a few weeks
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.
30 septembre 2022
Avis spontané
Réponse : Maker&Son
Hello Megan,
Thank you for your getting in touch. This certainly doesn't sound right and we would like to discuss this with you further. The best way to get in touch with our Customer Service Team is via email at customerservice.uk@makerandson.com, who will be happy to look further into your experience with you. They are here Monday to Friday, excluding Bank Holidays between 10:00 - 16:00 GMT.
We apologise for the slow communication in recent weeks, we have recently published a public statement online as well as launched a help page on our UK website to provide as much clarity around the disruption as possible. This can be accessed via the footer of our homepage, or here: https://makerandson.com/pages/disruption-to-orders.
Best Wishes,
The Maker&Son Team
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