Maker&Son  Reviews 298

DO NOT ORDER FROM THIS COMPANY

I paid a £5000 deposit for a couch which never arrived. M&S refuses to provide a delivery date or refund the deposit.

Ordered in June for Sept / October delivery. When contacted they told me they'd been taken over and would fulfill all orders. Since then I've not heard from them and they are not responding to calls and emails.
I'm wondering if they have gone out of business
Have contacted Amex for refund of deposit.

Update 02/04/23
More excuses and no information of any value. Alll nicely rounded off with a 'don't contact us as we won't get back to you' finish.

The worst furniture experience ever. Ordered a large sectional. Maker and son sent the sectional with a broken cracked in half frame. They had a furniture specialist mend it temporarily and ordered a replacement.
Fabric had horrible imperfections and many stains from shipping. I had ordered a linen slipcover for $5000.
I was told oct 7 the new couch would ship. Now everyone’s phone is disconnected. All emails bounce back. This cost me $18000 all in. I had ordered this couch in October 2021. I am disgusted. Now I need to hire a lawyer.

Me and my husband ordered last year and paid almost $36k. After nearly a year we finally have our furniture and they are nice however we paid $2,000 for white glove service and that isn't what we received. My marble floors were a mess and they had regular plastic gloves! I sent numerous of emails and got no response. I finally received an email from Justin Jones, operational manager in NYC who stated 2 of my 6 couches would come in cotton white since I waited so long for my order but my slip covers would be mailed via ups in early September. It is now almost end of October. He said I could Call him or email him at anytime, he told me my slip covers would be mailed out in the citrine color that I ordered for my zen room and have yet to receive tracking and he doesn't answer my phone calls or emails, I get sent straight to voicemail. I actually called there New York store spoke to a woman who was so nice took my information stated she would get back to me and of course she didn't call me back. Now when I call none of them are working numbers. Now I'm stuck with white couches and that is not what I ordered and I literally had to call the UK and they have a message to leave an email and someone will get back to me. This is ridiculous we paid so much money waited so long and now it's crickets. We just received our couches 2weeks ago, and Justin apparently gave us a $2,500
warranty something for the long wait but if I need it I can't even get in contact with anyone so what good is it? I'd rather they send me a refund of $2,500. I don't know when I'll get my slip covers and after leaving numerous emails it's ridiculous. Hopefully the UK email will get me so answers on my slip covers because the white isn't gonna last and that's not what I ordered. I feel so bad looking at these reviews because these couches are VERY expensive. And they are beautiful amd comfy but the customer service sucks so bad. I feel like I'll be stick with white couches!

I've been following Marker&Son for YEARS, I never thought that I would be able to afford one. Then, joy of joys, they had a sale of shop-soiled products and I got a sofa. It's AMAZING. Beautiful, robustly made and SO comfortable (though you should know that duffing up the cushions is essential and a full body work out!). I had an issue with one of the covers and worried that Marker&Son wouldn't mend it because it was discounted stock. I was completely wrong: they arranged for someone to come and collect the cover, take it away to a local upholsterer who fixed it and it was returned in under a week! Outstanding customer service. Highly recommended.

I like many others on this feed paid 50% for my sofa on 31 May. Delivery dates come and go with empty promises which is so disappointing. Have requested a refund at this point as no guarantee when you will get your furniture which is clearly not what we want having already waited 5 months !
Wrote to the new owner btw who gave his personal commitment to get things moving when he bought the company but you can’t reach him directly as he is running 10 other companies and too busy according to his nameless assistant !!
Got my refund through Amex who were super helpful and have ordered my sofa elsewhere. What a shame

Similar to others who have posted reviews here, I ordered and paid 50% costs on a sofa in Feb 2022 for delivery in June 2022. In July, I received an email informing me of a delay which was attributed to Supply Chain Issues. In August, I became aware that the company was in trouble but had found a buyer...

13th Sept 2022 - I received an email telling me that my sofa has been manufactured and requesting payment of the outstanding amount. I declined to pay any more money until I had confirmation of a delivery date for the new sofa.

15th October- I am still waiting and the latest is that they are closing sale on a new van that will make a delivery to Ireland before the end of the month. We will see! . It now seems that the company has gone into administration.

It's bad enough that company is in deep financial trouble but so disheartening and disappointing to receive these recent emails either asking for more money or making promises that they seem unlikely to fulfil. That's in addition to the obviously 'manufactured' positive reviews here...

This sofa was a big investment for me... I feel like a naive idiot at this stage.... if it happens that they come through on the delivery, I will happily revise my review here. But right now, I am not optimistic..

24th Nov 2022: whatever the reply below says, I am still waiting. Maker and Son told me weeks ago that my sofa had been shipped to Northern Ireland and that couriers would be in touch with me. That did not happen and when I queried, they told me that the sofa was held up in customs. Its been a month now. It feels like one falsehood after another and its upsetting to see the company continuing to advertise and presumably accept deposits while they continue to leave so many orders unfulfilled.

Placed our order on 15th June with delivery 16 week for October. Apparently been bought out and now our delivery will be December. Emailed several times for written confirmation it will be delivered prior to Xmas. No reply…. Not happy and would not recommend this company!!!

Please stay far away from this company. They took $5000 from me, starting in November 2021. Now are telling me they will not be giving me a refund and are not responsible for it because they were bought out by a different company. They gave me so many lies and false promises along the way. I am pursuing legal action. These types of comments are all buried underneath fake reviews. I don’t want anyone to make my same mistakes!

Wonderfully happy with my loveseat and armchair, the comfiest chairs I’ve sat on, dreamy!! . Makers and sons have been extremely helpful and flexible throughout my purchase making it a pleasurable experience throughout.

So what does it mean when your company's emails bounces back and have no working phone numbers?
There has been zero communication with them and now they are trying to claim that they can get in contact with the United States in team. Furthermore, the two reviews posted above mine are clearly fake. There is no way those two people received their furniture and everyone else didn’t. In addition to calling all their phone numbers and emailing them at all their email addresses, I also direct messaged them on Instagram to which I received no response. Reading these reviews has made me extremely angry and I reached out to my credit card company and cancelled the $5000 I put down for a deposit.
My husband and I actually visited their beautiful show room in New York City. What a lavish and beautiful scam they provided us.

Ordered one of your four seater settees plus footstool back in April. After a wait of a couple of months it arrived and I can tell you it exceeded expectations! Yes, I have done the Maker & Son leap and it was like landing on clouds. Even my extremely fussy son actually conceded that this time Mum had actually done something right!
My only niggle was that I had also ordered two cushions and a throw, I was told that they were on ‘back order’ but would be with me soon. ‘Soon’ slowly stretched into months and worryingly during that time the company was bought over. I decided that I would source the cushions and throw elsewhere and requested a refund.There was a slight lack of communication during this time in regards to the state of play when it came to refunds due to the issues with the company. However, I am pleased to say that I have now received it.
I am also pleased to see that ‘Maker & Son’ appear to have weathered the storm and are still continuing to trade. I love their unique furniture and style and hope they continue to trade for many years to come.

Wow. Well at least here I'm getting an understanding of why my sofa order is so incredibly late. I ordered in Dec. 2021 with a promise of a quick delivery of the sofa with white Charta, and a little longer for the pink peppercorn velvet. Now 9 months later, I have no idea what's going on besides 'labor shortages and supply issues'. I didn't know about the acquisition until I read it on this site, but it makes sense - I guess. Still - what the hell!? I've had to chase down updates from the company; I get a response every other time I email, with the same vague excuses and a promise that someone with be in touch with me in a week or two to schedule a delivery time. I've reached out dozens of times, and I have never gotten that notice, and I still have no idea the status of my sofa. It's beyond frustrating that this company has 50% deposit money, and this is where things are 9 months after an order.

I'm so sorry to the rest of the people on this site who have experienced a similar situation. This is no way to run a business regardless of the medley of issues going on.

We were told our loveseat would be arriving yesterday, the first of a 3 piece order we placed in November 2021 and have been patiently waiting for ever since, dealing with gradually collapsing old furniture in the meantime. We waited all day yesterday, and it did not arrive. Emailed and called and no answer from either. What is going on?

We have stayed with Maker&Son so far because we really liked their firm and natural materials and had liased with them to produce a sofa using a wool and viscose interliner so that the whole sofa would be free of chemical fire retardants, something we couldn’t find anywhere else. However we’re now wondering if we will ever get our furniture.

Following their acquisition, why are Maker&Son not bending over backwards to fulfil their original long-standing orders as the first priority so the bad reviews here start to diminish?

We hope this review might mean we receive a reply and that our loveseat, which they say is ready for delivery, actually materialises.

Excellent superior quality super comfy sofa and great customer experience overall. Thanks to Jade and Emilio and the delivery team who were also first class.

We ordered a sofa in June 2022. We received an email in early August from the new CEO advising us of the buy-out. We received a further email saying our sofa would be ready for delivery early to mid September. In response to an email from me they replied in late August to say “the production team would be sitting down with the manufacturers in the coming weeks”. This rang alarm bells. Our sofa clearly had not been started. We cancelled and received an email confirmation that the refund had been initiated on 31 August. Today 9th September the funds have not been returned to our credit card despite assurances that the refund had been “marked as a priority”. I have been in contact with Our credit card issuer and now know the time limits they set for refunds to hit your card. I have a note of that date and will contact them to get them involved. This is disgraceful behaviour by Maker and Son and it seems their assurances are worthless. To anyone thinking of giving them your business, think again. They will promise you anything. Clearly, whatever Maker and Son were like in the past, their customer care now is non-existant. I have confidence in Our credit card issuer resolving this but question why any reputable company would force a customer down that route.

Update 13 Sept : I contacted M&S again to advise them the refund marked as a priority has at today’s date still not been actioned by them. I received a reply this morning now claiming this refund could take up to 31st Oct “ but they hoped not”. This company are playing fast and loose. Enough is enough. I’m just off the phone to the card issuers and they will take this up. Whatever M&S were they are not now. They make promises which turn out to be empty and show little care for customers other than their well worn platitudes. Avoid at all costs.

The below response from Maker and Son says everything we need to know about how this company now operates. They confirmed a refund on 31 August which they marked as” a priority”. Only after further emails from me do they admit this refund may take until w/c 31 October. A full 2 months after agreeing to refund us. They seem to think it is good business practice to hold on to funds properly due to a client for 2 months to suit their financial needs completely ignoring the rights of the customer to be refunded in a timely manner. We can all sympathise with the position M&S now find themselves in but not at the expense of the client.

Our credit card issuer fully refunded us.

I have received an updated message today 18 October from M&S. Why I do not know. Thanks only to our credit card issuer we received a full refund onto our card. M&S sought to make their financial woes ours.

As far as we are concerned the matter is closed. We never want to hear from or of M&S again. Perhaps whoever at M&S is writing these messages could note the position? Our experience with you latterly was extremely upsetting requiring us to turn to the CC issuer for help. Your behaviour was completely disrespectful simply spinning well worn platitudes with a lack of any action to resolve the matter. Go away!

Should have gone to DFS!! Ordered 2 sofas in March 2022 for a July delivery and have paid 50% deposit. Have to constantly chase for an update and if I'm lucky to get a response it's virtually meaningless and uninformative. They send out a general statement from new Ceo saying that his total focus is to resume production and update customers on delivery dates within next 2 weeks. 4 weeks later and no further communication and of course no update. If this is what the guy at the top says and doesn't deliver then I don't see how the guy at the bottom can deliver....my bloody sofas!

Update: Following this review, I was contacted by Oliver from the team. Again, all the various people I had previously spoken to were not available. They apologised for the various communication issues, and followed up with my order, advising I would hear back. To be fair, I heard back relatively promptly, and in fact, it turned out my order was ready, and available to be delivered.

I paid the outstanding invoice, and the furniture is slated for delivery next week.

Clearly, things have been chaotic behind the scenes since the buy out. However maybe things are starting to improve. Pending a successful delivery, and good furniture, I will update this review again. Watch this space.....

Order with caution:

We have now been waiting for our couch for the full 10 weeks we were quoted as a lead time. This was to be expected. Everything since then has been incredibly frustrating.

2 weeks ago, I received emails stating my orders were ready and had been shipped. That's when I started getting concerned. Contacting everyone I previously spoke with, I got no answer. Repeated emails and phone calls later, a new member of staff contacted me.

The staff member was polite, and explained that the company had been taken over, and that is why I had received a poor experience. But as mentioned in the replies below. They hoped to move forward with the new ownership from here. They promised to provide me with a definitive delivery date (despite the fact that my initial date has now passed, so it will already be months delayed).

Unfortunately this seems to be a false dawn. I have yet to hear back (a further 2 weeks later) despite further repeated attempts at contact. I still have no idea when, or if, my couch will arrive.

At the bottom of the comments below, it states "please get in touch!". How exactly? I have called the number on this website and the home website, and only ever end up with a voicemail. My emails again go unanswered. How is this acceptable for couches that cost this much??

Maker&Son team, you mention in many answers below that you would like to rectify previous bad experiences. This is your chance. Instead of offering platitudes stating "please get in touch", which as explained above, doesn't seem possible, reach out to me and confirm a delivery date. You have my details. Or if a delivery isn't possible in the next month, please provide a refund. Alternatively I will have to go through Amex, as mentioned through another poor review.

Please take the opportunity to rectify this.

We ordered two sofas and a footstool (MS-5512) from Maker & Son on 2nd September 2021 with the promise that they would be delivered by Christmas (2021!!). They took the deposit plus a further instalment at the end of October.
There was no contact until we started chasing up delivery before Christmas when it was clear there were problems together with many excuses but they did lend us two loan sofas for Christmas.
Since the New Year we have continued to chase for updates but little response from Maker & Son.
By the end of June with no end in sight we asked for a refund.
In July we received an email from their accountants, Kreston Reeves LLP, saying due to the company’s current financial difficulties, they were unable to make payments.
In August, we had a letter stating the company had been taken over.
Unfortunately, my optimism for a quick refund was very quickly dashed when it was stated that all refunds will be made by 31st October 2022, some 14 months after paying the deposit!

As of today, 14th September, still awaiting a refund.

What can I say, it seems to have been a turbulent time for Maker and Son and we were a little worried about our order. After speaking to (what I can only assume is) members or both the sales team and fulfilment team they have been very forward with what has been happening and have been great under what must have been very stressful times.

Out order was due a couple weeks ago but was delayed a little with the buyout. Not a huge concern for us as we already had furniture to use and we were willing to wait. All I can say is I am so pleased that I ordered as it is absolutely wonderfully comfortable! The delivery team were so friendly and knowledgeable and the whole process was really easy.

We are really looking forward to the autumn and winter months where we tend to 'hibernate' and spend most of our time In doors. With the added comfort of our maker and son sofa we can't wait to snuggle up and put a film on.