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... もっと見る
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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... もっと見る
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... もっと見る
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... もっと見る
企業が回答しました
企業情報
当該企業による記述
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.
連絡先
Station Road 49, BN26 6EA, Polegate, England, 英国
- 0800 808 5408
Constantly puffing the cushions
Constantly puffing the cushions, they are very heavy and it’s a full time job! Very uncomfortable to sit on unless puffed and looks messy constantly. I followed the instructions to wash the covers, but the zips come apart and the stitching on the zips is coming away. I wish I had bought another sofa that wasn’t this much hard work!
2024年11月3日
自発的なレビュー
Maker&Son - UK からの回答
Dear Catherine,
We are very sorry to read your review. We do not have any correspondence from you regarding this issue and have also not been able to identify you in our order book from the name supplied. We have requested further information from you via TrustPilot which we hope to receive soon so that we can resolve any issues for you.
Our manufacturing is to the highest possible standards using the finest British craftsmanship so we are very surprised to hear about your zips - this certainly shouldn't be happening and is not an issue we are aware of. We would urge you to make contact with our customer services team as soon as possible (details below) to discuss as this could be easily fixed for you.
In the meantime, we hope that you might find our Aftercare guides useful in managing the upkeep of your lovely sofa - https://makerandson.com/aftercare/. These are publicly available and we have included lots of tips and tricks for plumping feather&down cushions. If you need any extra help or would like to speak to a member of the team about extra filling or an alternative natural cushion filling that we have available, please do drop us a line or call us - we are always here to help.
customerservice.uk@makerandson.com, 0800 808 5408 (10:00 - 16:00)
Our very best wishes,
The Maker&Son Team UK
Cushions losing their shape so quickly
We didnt have problems with the delivery however the we certainly expected better quality given that we spend €8k on this sofa! The cushions are not keeping their shape and moving around/sliding down so much. After sitting on it for 2 minutes, cushions lose their shape and i cannot be puffing them every time i sit on them, especially when they are this heavy and big. Dont be fooled by the puffed, perfect looking sofa you see on their socials, what you will experience is a messy looking sofa..
2024年10月1日
自発的なレビュー
Maker&Son - UK からの回答
Dear Cerem,
Thank you for leaving us your feedback - unfortunately we have not been able to identify you from the name supplied so have requested further information via TrustPilot which we hope to receive from you soon.
In the meantime, we hope that you might find our Aftercare guides useful in managing the upkeep of your lovely sofa - https://makerandson.com/aftercare/. We have included lots of tips and tricks for plumping as well as changing and washing your loose covers. If you need any extra help or would like to speak to a member of the team about an alternative natural cushion filling that we have available, please do drop us a line or call us - we are always here to help.
customerservice.uk@makerandson.com, 0800 808 5408 (10:00 - 16:00)
Our very best wishes,
The Maker&Son Team
My biggest regret for our house renovation is using this company.
I ordered 3 sofas from them back in 2021. We also ordered two spare covers for these XL sofas and never received them. It’s all very well to say that people should contact customer service but I have done that many times and spoken to people and they are initially helpful and then mysteriously disappear, and won’t answer emails or the phone…and I still don’t have my spare covers which no doubt they will say it was too long ago that they were ordered. And the sofas aren’t that great. 1 in particular is lumpy and uncomfortable. A huge regret to ever have used this company.
2023年12月7日
自発的なレビュー
Maker&Son - UK からの回答
Dear Emily,
We very are sorry to hear your feedback and for the disappointing experience you have had as a result of the significant changes to the business in 2022.
As the new team responsible for the brand going forward, we have been able to provide at-cost solutions to the vast majority of customers who were left with unfulfilled orders. Since taking over, our product team have updated the construction and testing process to combat any known issues. This has been a considered process with our commitment to the use of natural materials and maintaining full traceability.
Please do double check the contact details you have for us as unfortunately we have not been able to find any recent communication with you.
You can reach our customer services team from Monday to Friday between 10:00 - 16:00 on 0800 808 5408 or by email customerservice.uk@makerandson.com
We look forward to hearing from you.
Best wishes,
Maker&Son UK
Maker&Son - UK からの回答
Dear Stephen,
We are so sorry to hear of your experience with the original founding company and its administrators. We understand that prior to our ownership of the brand you had previously purchased a modular ‘Orlando’ design sofa that has now been discontinued and so, sadly is no longer offered.
Our UK licensee between March 2023 – December 2023 offered you a resolution under their license agreement. The licensing contract has now ended and while we are not always able to support resolutions promised by the previous licensee or company, the fabric needed for production of your new covers was provided to the licensee at our own cost and should now be complete and have arrived with you. If this has not been received please get in touch with us urgently so that we can help resolve this matter with you.
customerservice.uk@makerandson.com
0800 808 5408
(Monday to Friday, 10:00 - 16:00)
Best wishes,
Maker&Son UK
Maker&Son - UK からの回答
Dear Mr Swanston,
Thank you ever so much for your kind feedback. We are delighted for you and your sofa looks wonderful in your home.
Best wishes,
Maker&Son UK
Inside filling just doesn't work - breaking our backs
We are having so many problems with our sofa and armchair - not from the make of them which I am sure if very good - it's the cushions - almost impossible to keep plump and then gives us bad backs. I think they need to provide better filling. Couldn't imagine if you had bad backs trying to plump them everyday - it's like a workout - I can't lift the L-Shape on our sofa.
Please provide more appropriate stuffing for the sofas
2024年9月3日
自発的なレビュー
Maker&Son - UK からの回答
Hi Anna,
We are really sorry to hear that you are not happy with your cushions. We have received your email and will work with you to find a solution for this. Following customer feedback, we have developed an improved cushion design since taking over the brand in 2022. As mentioned in your email, your order was prior to this, and so, was using a previous specification. We look forward to discussing this with you directly.
If you need anything in the meantime, please do let us know via phone or email:
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Best wishes,
Maker&Son UK
Over 2 years & still waiting!
I ordered a Song sofa, a couple of throws and scatter cushions on the 30th May 2022, paying the full amount of £7186.00. I have seen absolutely NOTHING! I have had very little ressponse from M&Son. I was about to ask for my money back when I was told my order was complete, in storage but there was a delay due to the difficulty the company was in, & was assured I would get my order & to be patient. OVER TWO YEARS of being patient is a joke.
2024年9月7日
自発的なレビュー
Maker&Son - UK からの回答
Dear Debbie,
We are really sorry to read your review and for the impact the closure of the original founding company in 2022 has had on customers whose contracts of sale were dissolved.
As the new team responsible for the brand going forward, we have been able to provide at-cost solutions to the vast majority of customers who were left with unfulfilled orders, or had their orders liquidated by FRP Advisory.
Unfortunately we did not continue with a number of products that the previous business sold so are unable to supply those, however, we are able to help with our made to order upholstery and cushions - for which we have improved the design and spec used previously.
If you would like to discuss the available options, please do reach out to us using the details below.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Our very best wishes,
Maker&Son UK
Be very careful with this company
Be very careful with this company. They failed to deliver our order - stalled and stalled - and then announced that we were outside the period of their obligations.
2024年6月1日
自発的なレビュー
Maker&Son - UK からの回答
Dear Andrew,
We are sorry to hear your feedback and how the closure of the original founding business, which owned Maker&Son at the time of your order, has impacted your overall experience with us.
From our correspondence with you we can see that you had your furniture delivered to you prior to the closure but with the incorrect covers, and sadly a rug which you had ordered was not delivered to you. We appreciate your frustration that this was not resolved for you before the Brand and IP were sold and contracts of sale dissolved. As the new team responsible for the brand going forward, we have been able to provide at-cost solutions to the vast majority of customers who were left with unfulfilled orders. Sadly, we do not sell or stock the rug you purchased, but we are able to help with a set of new covers for your furniture.
Please do come back to us if you would like us to proceed with this or get in touch if you need to discuss any of this further with a member of the team.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Best wishes,
Maker&Son UK
So unhappy with the product
So unhappy with the product. So many issues, never ever rectified, the sofa has literally given us bad backs. We have to plump it several times in the same hour as the cushions literally fall onto the floor and squash into nothing. Once when a cover was replaced (due to the previous cover being incorrect) I was told that the sofas are 'made for people with house keepers' when I shared the plumping issue. The sofa makes our house look a total mess and we feel like we have totally wasted the huge amount of money spent.
2023年8月30日
自発的なレビュー
Maker&Son - UK からの回答
Hi Alexandra,
We are very sorry to learn of your issue. We do not have a record of any contact with you and would love to speak to you about this issue urgently. Please contact us using the details below so that we can work with you on finding a suitable resolution as soon as possible.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Best wishes,
Maker&Son UK
Overall experience
Good communication, delivered on time, the delivery guys were fantastic as it wasn’t easy to get the furniture in the house. Really pleased with the quality of the product.
2024年7月22日
Maker&Son - UK からの回答
Dear Robert,
Thank you very much for your feedback - The team are delighted to hear your comments. We wish you many years of happiness with your furniture - please do reach out to us if you need anything at all.
Our very best wishes,
The Maker&Son Team
Awful Quality
Quality no where near what we fell in love with when we went to see them on display. Rip off. Do not buy anything from this company.
2023年10月28日
自発的なレビュー
Maker&Son - UK からの回答
Dear Lottie,
We are terribly sorry to hear your feedback. We pride ourselves on the highest levels of quality and local craftsmanship, so we would like to discuss any issues with you at your soonest convenience. We have not been able to locate an order for you and have made a request for more information via Trustpilot which you have sadly not been able to supply.
Please do get in touch with us so that we can resolve this for you as soon as possible - customerservice.uk@makerandson.com.
Thank you,
Maker&Son UK
Company finally back on track
This company has been through a lot of challenges since the pandemic but it seems that it is finally back on track. My first order fell foul of this rocky period inasmuch as I had a long wait for the order to be fulfilled and at times there was a bit of 'radio silence' during changes in the company. My order was fulfilled however and I wasn't disappointed with the quality of the product when it arrived. It was a different story with my recent second order. Customer service is excellent now and the order was delivered on time. I would have no hesitation in ordering from the company again.
2024年5月30日
Maker&Son - UK からの回答
Dear Pauline,
Thank you so much for leaving us your feedback. It has been an absolute pleasure to work with you - Emma and the team are thrilled to read your comments. Please do get in touch if you need anything at all in the future and we look forward to keeping in touch.
Our very best wishes,
The Maker&Son Team
Shocking customer service and quality
Shocking customer service and quality. After spending £10,000 on a sofa I was appalled buy the build quality. I removed one of my sofa cushions to spot clean only to find that the cushion had a large split which was leaking feathers everywhere. How this passed quality control I don’t know, as it had clearly been bodged together. This has also resulted in the latex pads inside rotating and making the sofa lumpy and very uncomfortable. On contacting M&S I was informed they would address the matter however despite numerous follow up emails to different team members I have been completely ignored. Very disappointed. Avoid this company.
2024年4月26日
自発的なレビュー
Maker&Son - UK からの回答
Dear Christopher,
We are terribly sorry to hear your feedback. We have resolutions in motion for your order, for which we understand you are in contact with our customer services team. We are currently waiting for your response to a request for further information. If you are able to reply to this email or make contact with us, we will then be able to progress with your resolution as soon as possible.
Following our investigation of an isolated issue within Quality Control, we are thoroughly satisfied that the quality of our products going forward has not been compromised. We look forward to resolving your individual case in due course, which has been part of a small batch issue.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Simply the goods are not as described…
Simply the goods are not as described and are of poor quality. Some cushions are almost empty of filling. The experience is like sitting on a lumpy plank. Other cushions sag and are unable to sit correctly. We ordered the new sofa in August 23 - arrived Dec 23. We noticed the poor workmanship immediately and advised the following morning less than 24 hrs. Over 3 months have gone by and to date, Maker and Son have failed to take any action to fix. Numerous emails and calls. Danny from Maker and Son was not surprised when we spoke in February. In addition the footstool came with the incorrect material. And in March, I called Maker and Son again, this time Emma took the call and she acknowledged production issues from August-Dec 23. And added they have revoked "their" license and Maker and Son has nothing to do with them! It's shocking! We purchased a Maker and Son product! Now we are being ignored! We fell in love with the marketing and description of the "most comfortable sofa in the world" and the experience from their mobile showroom visit. Over £8000 spent. In my entire life I have never had an experience so appalling.
2024年4月10日
自発的なレビュー
Maker&Son - UK からの回答
Dear Paul,
We are very sorry to hear your feedback. We have located your order under a different name and understand that you are currently in touch with our resolutions team who are working to resolve this issue for you as quickly as possible. We recently identified an isolated issue within our Quality Control process which has now been rectified but affected a small batch of orders last year. Please do contact our customer services team if you need any further updates or support with this issue.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Deeply disappointing
Further update: still no response from their customer service department despite chasing them. It has now been over two months. I have less faith in this lot than the last.
Update: despite the swift, public response below, I’ve heard absolutely nothing from the M&S team.
The quality and durability of these sofas are surprisingly poor. We ordered 3 X sofas and 1 X super king bed for the cottage and within a year the cushions became too soft, despite the faff of plumping them daily. The long cushion on the Song L-shape is full of lumps and can’t be unzipped so I’ve enquired about a replacement and am yet to hear how much that will cost. The new team are disinterested in resolving these quality issues and overall, considering the expense, we felt the need to warn others of our experience.
2024年4月3日
自発的なレビュー
Maker&Son - UK からの回答
Updated Reply:
Dear Isabelle,
We are very sorry to hear your feedback. As we understand, our team are working to support you with a resolution for your order which was placed prior to August 2022 when a previous specification was being produced by the previous company. Since taking over the business, our product team have updated the construction and testing process to combat any known issues. This has been a considered process with our commitment to the use of natural materials and maintaining full traceability. Please do continue your contact with our team directly to confirm if you would like to continue with the offered resolution or if you need any further support with this issue.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Crooks
After being promised a replacement for a defective sofa, the company went under, which was a significant blow for us, especially after spending £8,000 on a sofa we can't use.
This was already pretty bad. However it gets worse…
The new owners would not replace the sofa. However, they did offer us a 50% discount on a new sofa or any necessary repairs to fix the defective one. We chose the latter, paying an additional £2,000 for new sofa cushions, believing it to be the more economical option than a new sofa at half price. We made this decision based on good faith that the new management would fulfill their promise.
This arrangement took place in September 2023, with a £1,000 deposit paid upfront and the final payment to be made upon completion and delivery of the sofa.
In December, we were informed that the cushions were ready and were asked to pay the final amount. However, after making this payment, we received nothing and have never heard from them again.
Email and after email sent and completely ignored, leaving us in a state of total disregard.
The lack of communication and action from your side since the final payment was made is not only bewildering but also represents the worst customer service and crooked behavior I have ever encountered in retail.
We have a newborn, live in a small flat, and have nowhere to sit with our baby boy. I urge you to reflect on the impact of your actions and the distress they have caused our family.
2024年3月16日
自発的なレビュー
Maker&Son - UK からの回答
Dear Jonathan,
We are terribly sorry to hear your feedback. 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 that are available, where possible. Your order is currently in production and will be with you in due course, as per our current lead times. Please do continue contact with our Customer Services team directly if you need any further updates or need additional support with this issue.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
Whatever you do NEVER buy from this…
Whatever you do NEVER buy from this company. I spent 5 figures on a couch in August 2022. They sent the wrong legs and it was incredibly uncomfortable. They promised the correct coloured covers would follow which have NEVER arrived and now it’s January 2024. I’m so regretful I ever purchased from them and have warned off all my friends and work colleagues in the UK NEVER to trust them or their terrible products.
2024年1月26日
自発的なレビュー
We bought our sofa from Maker and Son…
We bought our sofa from Maker and Son and initially we were very happy. Then 2 years ago (2023) we asked them to upholster the sofa we had. They came to collect it and we are still to receive it back - 2 years later. I call 2-3 times a week and will always receive a different excuse. Danny who apparently bought the business has messed us around and we do not know how to get our sofa back that we spent in excess of £10,000 on, then over £7,000 on reupholstery back. I feel like I am dealing with crooks. They NEVER call back or respond to an email.
2024年1月25日
自発的なレビュー
Maker&Son - UK からの回答
Dear Ross,
We are sorry to hear of your experience during an arduous time of change for the business in 2022. We understand that you are in touch with our team who are providing weekly updates on the progress of a resolution we have provided, which is currently in production for you. We look forward to resolving your individual case shortly. Please do contact the Customer Services team directly if you need any further support with this issue.
customerservice.uk@makerandson.com
0800 808 5408 (Monday to Friday from 10:00 - 16:00)
The day has finally arrived!
The day has finally arrived! We received our sofa on 17 Jan and couldn’t be happier. Thank you to the wonderful Drew and Terry who did an excellent job delivering it. It was a long wait (we bought the sofa with the old company) but worth it.
2024年1月17日
自発的なレビュー
Maker&Son - UK からの回答
Thank you Dama, we're so pleased that you love your sofa and hope you will for many years to come.
Excellent service Fantastic quality…
Excellent service Fantastic quality sofas! Very pleased!! Thank you.
2023年12月15日
自発的なレビュー
Maker&Son - UK からの回答
Hi Caroline,
Thank you so much for your feedback. We are thrilled to hear about your positive experience with us.
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