Maya Deluxe Avis 114

I would like to thank Laura for her help in ordering a dress from mayadeluxe.com. The dress was not available in my size on the website, so Laura found the right size for me on the ASOS website. However, the problem was that I am from Poland, and such dresses were not available on the Polish version of the ASOS website. Fortunately for me, Laura transferred the size I needed to the website mayadeluxe.com and I was able to order it! To give you an idea, there was only one dress in my size and I had to place my order quickly so that someone else wouldn't beat me to it. I would like to thank mayadeluxe.com once again for their customer focus and assistance.

Excellent customer service. Very speedy response to queries and quick resolution. The Customer care team are very friendly and easy to speak to.

After spending almost 90 minutes trying to get my refund processed via asos chat ‘help’ with several disconnections and having to explain the issue to several people I eventually was told my Royal Mail receipt from drop off of my return was ‘incorrect’ - they couldn’t tell me why and said they weren’t able to help me any further. One email to Plaza (asos brand partner who supplied the items) and all is sorted by Laura - refund notifications issued! Thanks

The best customer service I have ever received, quick response from Laura and very helpful with my query.

I have ordered two different dresses from two sites (Debenhams and Asos) but unfortunately weren't right, refunds are a nightmare! The first one took over 10 days and I only got it once I emailed again and the second has been over 20 days and Debenhams are also trying to help. As others have said, I have tracking proof they received it back in May but no communication. I'd avoid if I were you!

Still waiting for the refund almost a month later!

Amazing customer service from Laura- thank you!

I had an issue recently with a return that I made in error to this company. I had made an ASOS order but only one part of the order came from this company and I returned an extra item to them. I contacted them to find out why I hadn’t been refunded - I had no paperwork and Laura was very diligent in tracing the item and returning it to me so that I could process it correctly. Thank you for your patience!

I am having a similar experience regarding returns. I followed the return advice that came with my parcel. Royal mail delivered my £120 dress back ti them last week as it wasn't suitable. I have had no communication as to whether they are processing my refund or that they even have it! I only know its arrived due to royal mail tracking. I've emailed twice,no response. Its not pocket change so a better way of communicating with customers regarding returns would be helpful. I get married in a couple of weeks and it's quite stressful to be missing a chunk of money and not know if you're getting it back anytime soon. I bought through debenhams too which is a reputable company. I wouldn't expect this service.

It is usual for me to buy a number of items for special occasions to try at home and return those that are no good.Many companies now charge for returns, but usually something like £1.99, taken off the refund, having organised this with specific carriers they show you can use. Maya Deluxe don't do that, but advise making sure to get insurance on the return package up to the value of the items. When these are evening dresses, they are expensive. My return with insurance for £215, cost me £15.99! Won't buy from them again, will order from elsewhere. Foolish policy Maya Deluxe

Purchase, delivery and response to query on further orders all fine but refund slow, quite concerned it will never arrive, my friends and family are experiencing the same lack of response following up on returns / refunds

Wow this is exactly how customer service should be. Laura went above and beyond and responded to my emails in a courteous and polite manner. No complaints from my end and will highly recommend this company and in future will go to them when I need occasion wear.
Fitting was perfect along with the finishing just a shame as had a change of heart as felt it would be too much for a small intimate family wedding at home.

The worst ever and it is totally fraud. Save your money and don't buy from them. I placed an order back earlier this month, and it’s now almost May – still no package. I’ve received repeated promises that it would be shipped, but nothing ever happens. No product, no refund. Completely unprofessional. The people behind this are frauds.

UPDATED REVIEW - 22/04/25 -

EMAIL RECEIVED FROM MAYA DELUX BELOW - TODAY @ 12.53pm + My response back to them @ 14.03pm.

Good afternoon 

You suggest you are a “small business and has struggled massively with capacity”, yet there are many 1 star reviews on Trust Pilot since November & December 2022 onwards, these customers are complaining about very similar issues. 

Surely you have had sufficient time in which to resolve continued problems and complaints, in fact nearly 2 & a half years. 

Clearly your suggestion is complete nonsense, and a downright lie. And what is worse you are accepting orders and taking money from customers knowing that you are “STRUGGLING MASSIVELY WITH CAPACITY”,,. 

What a statement to make, at best this is a very poor excuse to your customer, and how fundamentally immoral a person and a company you both are, the poor reviews are clearly regularly demonstrated in your Trust Pilot poor reviews, which currently show a 20% in 1 star and 4% in 2 stars from customers poor/disappointing experiences with Maya Delux and customer service, 24% is shocking.

BUT IT DOESN'T STOP THERE, there are lots of other 1 & 2 & 3 star reviews on other sites, including Amazon, I would invite anyone potential customer to look at these first, prior to purchasing any item from Maya Delux. 

I will be publishing this email in full on the various review sites for people to read. So save yourself time by sending me any other poor excuse emails. 

EMAIL RECEIVED FROM MAYA DELUX BELOW - TODAY @ 12.53pm

Good morning,

Thank you for your email.

We are a small business and have struggled massively with capacity, which has unfortunately led to delays in our communication and processing. I sincerely apologize for the frustration and inconvenience this has caused you.

I can assure you that your refund has been processed. Please allow 3-5 working days for the funds to clear into your account. We understand the importance of customer satisfaction and are taking steps to improve our service.

We regret to hear that you will not be using our services in the future, and we take your feedback seriously as we strive to improve.

Kind regards,
Plaza Collection LTD

ORIGINAL REVIEW - Posted 22/04/25.

VERY POOR EXPERIENCE, I WILL NEVER BUY FROM THIS COMPANY AGAIN.

I purchased a dress on the 14th of March, this arrived defective & the sewing not completed. It took me many phone calls & emails to actually get a response from them (25/03/25), & I had to insist that a prepaid label was provided so I could return this defective item, (it’s interesting to note that the person I was talking to tried & tried to suggest that she would/could & had sent me a returns label via their chat system, clearly she had not, which I pointed out to her on several occasions), and as soon as she understood I worked alongside Trading Standards & had a very good grasp of consumer rights, soon provided me with a returns label).

The item was collected the following morning on the 26th of March, & since then Maya Delux & its staff, like many of the negative reviews have stated, completely ignored my repeated emails & phone call messages left on their answer machine, to update me about my refund.

I have only today, hence my review, & again after many phone calls & emails been updated that I should receive my refund within the next 3-5 days, but I will wait & see if this is forthcoming.

This was my first & last experience of using this shoddy company. What an amateur company. I will never buy another item from them, they clearly don’t care about their customers disappointing experiences & clearly don’t like to return customers money in a timely manner. It should not take this long to get my money back for a defective item, shame on you Maya Delux. I have reported this company to Trading Standards as well as various consumer rights agencies.

Products take far too long to arrive. The sizes are too big. The quality is not good. Customer service is really bad. They don't even bother to reply anymore. I feel very cheated. Please save your money and don't make the same mistake that I did.

3 months and still waiting delivery.
Unhelpful responses from the pathetic customer service team.

Requested a refund and this apparently is being "investigated"

Complete fraudsters.
Keep your money safe from these crooks and scammers.

AVOID!

I wish I could give 0 stars. I placed an order back in November, and it’s now almost May – still no package. I’ve received repeated promises that it would be shipped, but nothing ever happens. No honest communication, no action, and zero respect for the customer’s time or money. After months of excuses, I’m still left with nothing – no product, no refund. Completely unprofessional. The people behind this are frauds

I need to tell you all about Laura! I reached out to the company to see if there was any slight chance of acquiring a dress I’d seen on the website. I’d tried everywhere to get my size to no avail.
Laura asked me for the Code No. and said she’d check stock. She came back to me within such a short time saying they had 2 in my size in stock and had added them to the website.
I’ve now got the dress I hope to wear to my son’s wedding and it’s all down to the lovely Laura. Well done Laura, your Customer Service gets a 10 from me!👍

Shocking customer service - they don’t do customer service on returns ! Did even answer any of my emails - so waste of $$

I placed an order for some bridesmaid dresses but needed to return a few of them due to ordering different styles and sizes for my bridal party. I returned the items and they were received on 4th March. 1 of the dresses I kept also had a belt missing. I have been contacting them for over week now chasing up a replacement missing belt and my refund which is over £300!
I have since rang again today at 11:30am and their phone lines are closed even though the automaged message states they're open between 10am-4pm

*EDIT*
Since I posted this, customer service have been in contact and issued a refund and also sent a new replacement belt out as I hadn't received the first.

Just wanted to mention that the dresses are lovely & brilliant quality so I dont want my experience with customer services to prevent anyone from purchasing their items as I would order again. I would just be more cautious if I needed to contact CS.

Ordered two bridesmaid dresses, beautiful dresses however to large, so returned and order two smaller sizes, so no issues with the dresses
However the return is another story, returned via Evri at my cost, have a tracking number and picture POD, which has been supplied to Maya Deluxe as they advise goods were not returned.
Three emails progressING and the phone number goes straight to voicemail, voicemail message left, instagram DM sent and surprise, surprise, no response, so I will now need to contact my bank to recall the payment, not great customer service

Thank you for respsone however if you had informed me of this information rather than no response and took a review for your to reply, now trying to call Evri to found out where the parcel was actually delivered to as I had the correct return address on the label

Can you please contact me with regards to missing parcel, as you obviously logged a case with Evri and when I try to log complaint advising already being investigated, I need to know if you have recevied any response from Evri, the longer this goes on the unlikleyhood of tracing parcel