Maisonzee レビュー 94

Maisonzee からの回答

2026年4月17日

Coming from a Moroccan woman, this is the highest compliment we could receive 🤎 Authenticity is at the heart of everything we do, so thank you for confirming it lands that way. Means the world!

Maisonzee からの回答

2026年4月17日

Hi Lauren, reading this from someone who has been such a genuine supporter of Maison Zee since early 2025 really hit home. You deserved so much better than what you experienced, and we let you down at every step. The marketing emails going out while your order was delayed was wrong, and we completely understand why that felt tone deaf. Your order has now been fulfilled and your refund processed. We've sent you an email directly as we'd rather speak to you personally than through a public reply. We genuinely hope that when the dust has settled, you might give us another chance, your skin results are exactly why this brand exists.

Maisonzee からの回答

2026年4月17日

Soukaina, this is so lovely to read! 🤎 The Miss Hammam bundle really does transform your shower routine — and that smoother, brighter skin feeling after exfoliation is exactly what the ritual is all about. So glad you experienced it! We'd love to have you back.

Maisonzee からの回答

2026年4月17日

Yassmine, this review genuinely means everything to us 🤎 Coming from someone who truly knows Moroccan hammam, your words carry so much weight. Keeping that authenticity alive while making it feel fresh and accessible is exactly what we set out to do — so hearing that it landed that way for you is everything. Thank you for taking the time to share this. À bientôt! 🌿

Maisonzee からの回答

2026年4月17日

Thank you so much, Nilofar! 🤎 So happy to hear you're pleased with everything, that genuinely makes our day. Hope to see you again soon! 🌿

Maisonzee からの回答

2026年4月17日

Couldn't agree more, Huda! 🤎 Moroccan skincare is in a league of its own — and we're so proud to bring that tradition to your shower. Thank you for the love! 🌿

Maisonzee からの回答

2026年4月17日

Thank you so much, Nisrine! 🤎 So glad the experience felt easy and that the products arrived quickly. That's exactly what we want every customer to feel. Really appreciate you taking the time to share this — it means a lot to us! 🌿

Maisonzee からの回答

2026年4月14日

I'm so sorry. Reading this, I can feel exactly how let down you've been, and you deserved so much better than this.

From the repeated chasing, to being told your order was on its way and then finding out it wasn't, to still waiting on a refund you were promised, every single one of those moments was a failure on our part, and I own that completely.

Being told to contact your bank after we confirmed the refund ourselves is not acceptable. That should never have happened, and I'm sorry it did.

I have personally looked into your refund and made sure it has now been processed. I also reached out to you directly via email, as I wanted to handle this with you personally rather than just through a public reply.

I know words aren't enough at this point, only actions are. But I genuinely hope that once you've received your refund and had a chance to see the changes we're making, you might feel differently about us. That's not something I'd ever ask for, it's something I hope we can earn. 🌿

Maisonzee からの回答

2026年4月10日

Hi Lisa, I am truly sorry for the experience you had. I am glad we were able to sort your refund and resolve this for you. If you ever need anything in the future, please don't hesitate to reach out.

Warm regards,
Zahra
Founder, Maison Zee

Maisonzee からの回答

2026年3月30日

Hi,

I've read every word of this and I'm not going to brush past it. You've been patient, you've followed up repeatedly, you were mid-conversation with us on Thursday and then left without a response for days. That is inexcusable, and I'm genuinely sorry.

You've raised two very specific things that I want to action immediately:

1. Your subscription : I will cancel it as soon as I can locate your account so you will not be charged again.
2. Your refund : I will process it in full once I have your order details.

To do both of these today, please email me directly at orders@maisonzee.com with your order number and the email address used at checkout. I will personally respond within 24 hours with confirmation of both.

I also want to acknowledge something you said, that if you'd just had honest updates, you wouldn't have wanted a refund or left this review. You're right, and that stings because it's true. Better communication from us could have prevented all of this.

We experienced a serious shipment delay from Morocco that affected many orders from this period. That's the honest reason, but how we handled it, or didn't, is on us.

Please do reach out. I want to close this properly for you.

Maison Zee team

Maisonzee からの回答

2026年3月30日

Hi Sabia,

I'm truly sorry for the experience you've had. A November order still unresolved by end of March is not okay, and I completely understand why you've lost trust in us.

I want to be transparent about what happened. We experienced a significant delay with one of our shipments coming in from Morocco, which had a knock-on effect on a large number of orders from that period. We did our best to communicate this through our emails and social channels, but I know we didn't reach everyone, and that's a failure on our part.

I can confirm your refund has been fully processed. Please check your original payment method, if you haven't seen it within 3–5 business days, email me directly at orders@maisonzee.com and I'll chase it immediately.

We are a small independent brand and we are genuinely doing our best to stay true to our community. That doesn't excuse what you went through, but I want you to know this situation has made us better, in how we communicate, how we manage shipments, and how we show up for our customers.

You deserved better from us. I'm sorry.

Maison Zee Team

Maisonzee からの回答

2026年3月30日

Hi,

I hear you, and I'm not going to argue with how you feel. Ordering in November and still not having resolution by March is genuinely awful, and your frustration is completely valid.

I want to address one thing honestly, the emails regarding delays were sent, but I accept that if they didn't reach you, the outcome is the same as if we never sent them. It was our responsibility to make sure you were informed, and we didn't do that well enough.

What I can confirm is that your refund has been fully processed. Please check your original payment method, if it hasn't come through within 3–5 business days, email me directly at orders@maisonzee.com and I will sort it personally.

We experienced a serious shipment delay from Morocco that affected a large number of orders from that period. It's not an excuse, it's context. And it's a situation that exposed real gaps in how we communicate with our customers. We've learned from it the hard way.

I genuinely hope you'll see the refund land and that it brings some closure. I'm sorry we let you down.

Maison Zee

Maisonzee からの回答

2026年3月30日

Hi,

I'm so sorry. Reading this, I can see exactly why you're angry and you have every right to be. A November order with repeated broken promises and still no refund is not acceptable, full stop.

I want to resolve this for you immediately. Could you please email me directly at orders@maisonzee.com with your order number or the email used at checkout? I will personally process your full refund within 24 hours of hearing from you, no more back and forth, no more excuses.

I won't pretend the delay communication was handled well, because it wasn't. We had a significant shipment delay coming in from Morocco that impacted a number of orders from that period, and the way we managed it left people like you completely in the dark. That's something I take full responsibility for.

Please do reach out, I want to make sure this is closed properly for you.

Maison Zee Team

Maisonzee からの回答

2026年3月30日

Hi,

I understand why you've used the word scam, from where you're standing, that's exactly what this looks like, and I'm not going to dismiss that.

What I can tell you is that we are not a scam. We are a small independent brand that went through a genuinely serious fulfilment crisis, a significant shipment delay from Morocco, followed by a stock discrepancy from our supplier that affected multiple orders. I accept that the way this was communicated to you was inconsistent and confusing, and that is entirely our fault.

Stopping responses to your refund requests is indefensible. I'm sorry.

I want to fix this now. Please email me directly at orders@maisonzee.com with your order number or the email used at checkout and I will process your full refund within 24 hours personally. No more delays, no more silence.

Maison Zee team

Maisonzee からの回答

2026年3月26日

Dear Liz, I am so sorry, you asked for a refund twice and had to wait far too long for a response. That's not okay, and I completely understand your frustration. I can confirm that your refund has now been processed and I hope it reaches you very soon. I know we let you down at every step of this experience, and I'm truly sorry for that. I hope one day we get the chance to show you the brand we're working hard to become.

The Maison Zee Team

Maisonzee からの回答

2026年3月17日

Dear Anastasia,
I want to start by saying how truly sorry I am for the experience you’ve had with your order. You are absolutely right to feel frustrated, and I take full responsibility for what happened.
You placed your order on 11th November with an expected delivery time of 6–8 weeks. Receiving your Miss Hammam bundle four months later,dispatched on 9th March, is completely unacceptable. What makes this situation even more disappointing is that you had to follow up five times and exchange more than one email with us when we should have been proactively keeping you informed at every step.
You deserved clear and transparent communication regarding the shipment delays from Morocco and the missing components in your bundle. The fact that you had to repeatedly chase us for updates is a failure on our part, and I completely understand how stressful and frustrating that must have been.
This experience falls far short of the level of care and service I want every Maison Zee customer to receive. We are a small team working closely with artisan cooperatives in Morocco, but that is not an excuse. If anything, it makes clear, honest communication even more important.
I would like to make this right. I am issuing you store credit as a gesture of apology. I am also taking immediate steps to ensure this does not happen again, including improving our fulfilment processes, strengthening our communication systems, and setting more realistic delivery timelines on our website.
Thank you for your patience and for giving us the opportunity to serve you, even though we let you down. I truly hope you will accept my sincere apology.
With sincere regret,

Maisonzee からの回答

2026年3月30日

Hi Jo,

Thank you for being honest, and I'm really glad your order finally arrived and that you love the products.

Five months is far too long, and the unanswered emails made it worse. I'm sorry for both.

Your suggestion about a complimentary item as a gesture is something I've taken note of genuinely. You're right that it would have gone a long way, and it's something we're building into how we handle delays going forward.

I hope we get the chance to show you a much better experience next time.

Maison Zee Team

Maisonzee からの回答

2026年3月26日

Dear Aish, I'm so sorry for the experience you had with us, waiting from December until March for your order is completely unacceptable, and I fully understand your frustration. I can confirm that your refund has now been processed as requested, and I hope it reaches you promptly. I'm truly sorry we let you down, and I hope one day we get the chance to show you the experience you deserved from the start.

The Maison Zee Team