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... Leggi di più
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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... Leggi di più
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... Leggi di più
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... Leggi di più
L'azienda ha risposto
Dettagli dell'azienda
Scritti dall'azienda
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.
Informazioni di contatto
Station Road 49, BN26 6EA, Polegate, England, Regno Unito
- 0800 808 5408
1,8
Scarso
117 recensioni
Non ha risposto alle recensioni negative ricevute
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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
Risposta di Maker&Son - UK
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
Simply appalling
Simply appalling.
Ordered and paid in full for an order in March 22.... 9 months later, many broken promises and lack of communication they still have our money and we still don't have our headboard and valance.
Don't waste your money - stay away from this company.
17 novembre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Hello Michele,
We are absolutely here and fulfilling all customer orders. We have been making significant improvements internally since the acquisition, however, the process has had its challenges and has taken longer than we expected to get fully up and running.
Maker&Son Ltd “OldCo” went into Administration and then Liquidation, it was never the company’s intention, but the secured lender sold its debt which they then accelerated with 30 minutes notice.
Maker&Son Ops Ltd “Ops” is the new company, and does not have the liability of orders, however it decided it would take them forwards so that customers did not lose out.
The liquidators have not attempted to work with Ops to deal with legacy clients, instead, they are pretty content in allowing customers to lose thousands of pounds, however, this doesn’t sit right with Ops.
We believe all (and I apologise if you weren’t contacted) were contacted and asked to sign an assignment form so the order could be transferred into Ops.
We understand the company is trying to get through all the legacy orders, however, the liquidators have made it quite difficult - which is not helping anyone. Where needed Ops has been having orders remade at its own cost to then ship out to customers.
It's currently Ops that is taking the brunt of a mess that it and the directors didn’t cause and has been working day and night to get orders out the door to customers.
Whilst we appreciate you are upset, we ask that when writing your reviews would appreciate that you take into consideration that the people trying to resolve the issues are only human and trying to do everything possible to get all legacy orders delivered. The negative reviews are quite deflating to those trying to help.
Please could you kindly contact our Customer Excellence Team on customerservice.uk@makerandson.com, who will be happy to look into your query for you.
Best Wishes,
The Maker&Son Team
Appalling after service
Appalling after service. I bought two sofas and a footstool back in May, luckily from the “available now” range. I also ordered a bed. Maker&Son took my order, even though it now comes to light they were already in financial difficulty.
Maker&Son noticed the footstool was a different shade to the sofas, so said they would deliver it but if I didn’t like it, they would take it away and refund me. However, on the day they also offered me a discount on the footstool, which I decided to accept. They credited the discount (plus a refund for castors not delivered) towards the bed.
However, the delivery date for the bed passed with no communication (not even about the acquisition and subsequent administration ). I contacted them, and because they couldn’t tell me whether the bed was even in the process of being manufactured or when a delivery would be, I cancelled the bed order. I asked for the discount on the footstool to be paid back to me directly as it was no longer needed as credit on the bed, and they tell me they don’t owe me anything!! I’ve tried numerous times to resolve with customer service, sending emails, copies of paperwork, and recently calling but no one ever answers the phone and rarely answers emails unless chased - and sometimes not even then. As I can’t get hold of anyone, they won’t return my emails or phone calls, I feel like I have no choice but to leave a review.
I also have had problem with stitching coming undone on the sofa cushions. They picked the cushion up for repair, it was returned a week later but I noticed they used a different colour for the very poorly stitched repair! I asked for them to order cotton in the correct colour and redo the repair, but it’s now been over two months and nothing except excuses. The last time I spoke to them, they blamed the delay on manufacturing problems. For a spool of cotton??!
For a premium product, the service is atrocious. I realise it’s a tough time for the staff, but unfortunately I am regretting my purchase from this company. However, it appears I am luckier than some on this site.
Maker&Son press releases said “this new change will not affect customers' orders”. As the many reviews on this page reveal, this is simply not true. It’s affecting orders, refunds and after sales service.
16 novembre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Hello Dawn,
Thank you for your comments regarding your order, we appreciate you taking the time to review your experience.
Please could you kindly contact our Customer Service Team on: customerservice.uk@makerandson.com or call us Mon - Fri 10 am - 4 pm and we will be happy to discuss your order in more detail?
Apologies we had staff training recently, so you may not have been able to get in touch on the phone.
Best Wishes,
The Maker&Son Team
No sofa
I’m genuinely really upset about my lack of sofa . I had seen the beautiful sofa at Hampton court flower show , I drove down the showroom and paid in full for a Lovely sofa and foot stall, rug and cushions in July . The sales person would of known by then that there was problems with the company but they took my my money regardless . I could never really afford the sofa but I gave the last of my savings over and convinced myself it would be worth it . The deliver date would of been beginning of October and that time came and went , and then after I sat on the floor of my new property I was promised a new date at the end of October . That date came and went I nearly cried when I realised the company had gone In to administration . Then I managed to get hold of someone , I am told everything would be ok , I got all excited and wiped my tears away . Another 3 week has passed I’ve got a delivery date next week . But The last time I spoke to someone there was no delivery date , they can’t tell me a date. .I feel like a mug , I’ll probably never see my sofa , or money and I believe that my money was taken knowing all the problems that were going on .
I have never felt so stupid , and so sad . Still no sofa in my new place , and no money to buy one either .
Worse I paid on a debit card so the bank probably can’t help me out either . No one answers the phone today . Heartbroken .
25/11/2022 maker and son you replied to my message on hear , no no one has been in touch , or phoned and yet again another delivery date had been and gone . I would warn anymore who thinking of purchasing from this company please don’t .
15 novembre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Dear Octavia,
Thank you for your feedback. I apologise for the breakdown in communication and for the lack of information that has been available in recent weeks. We are absolutely here and fulfilling all customer orders. We have been making significant improvements internally since the acquisition, however, the process has had its challenges and has taken longer than we expected to get fully up and running.
Maker&Son Ltd “OldCo” went into Administration and then Liquidation, it was never the company’s intention, but the secured lender sold its debt which they then accelerated with 30 minutes notice.
Maker&Son Ops Ltd “Ops” is the new company, and does not have the liability of orders, however it decided it would take them forwards so that customers did not lose out.
The liquidators have not attempted to work with Ops to deal with legacy clients, instead, they are pretty content in allowing customers to lose thousands of pounds, however, this doesn’t sit right with Ops.
We believe all (and I apologise if you weren’t contacted) were contacted and asked to sign an assignment form so the order could be transferred into Ops.
We understand the company is trying to get through all the legacy orders, however, the liquidators have made it quite difficult - which is not helping anyone. Where needed Ops has been having orders remade at its own cost to then ship out to customers.
It's currently Ops that is taking the brunt of a mess that it and the directors didn’t cause and has been working day and night to get orders out the door to customers.
Whilst we appreciate you are upset, we ask that when writing your reviews would appreciate that you take into consideration that the people trying to resolve the issues are only human and trying to do everything possible to get all legacy orders delivered. The negative reviews are quite deflating to those trying to help.
Slow response
Slow response, I got a response after more than 10 days of contact. So, I decided not to buy.
2 novembre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Hello Ricardo,
Thank you for taking the time to leave your review. We have checked for your communication and have not been able to locate your email. Please could you let us know which outlet you got in touch, in order for us to look into this for you.
Please accept our apologies for any delay in getting in touch with you, we are working hard to get back to our enquiries as quickly as possible.
If you would like to contact us in future, please call our Customer Excellence Team on 0800 024 6100.
Best Wishes,
The Maker&Son Team
Maker and Son owe us over £3,000
Maker and Son owe us over £3,000. We ordered a sofa in January and it has never arrived despite promises.
My wife has asked for a refund on a number of occasions.
We have read that the company is in administration and there is some dispute.
Yet we received an invoice for more money today. The website is still operating.
From our experience we would suggest handling with extreme care.
11 novembre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Dear Timothy,
We are very sorry to hear of your experience. 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. 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)
Amazing Cashmere Throws
Purchased a couple of cashmere throws on the Maker & Son website (Agate and Graphite colours). Fast delivery and I can honestly say they feel amazing and so soft! They are also pretty large too so cover most of the sofa if you wish. Customer Service was on point as well updating me throughout my order/delivery.
1 novembre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Dear Bob,
Thank you very much for your feedback on our throws! They truly are as amazing as you have explained here, perfect for the upcoming wintery months. We hope you and your family have many cosy evenings in the years to come.
Best wishes,
The Maker&Son Team.
Customer service returning to normal
There have been delays caused by buyout but customer service seem to be catching up.
9 novembre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Dear Ellie,
Thank you very much for your feedback and understanding. We have been working very hard to get back to business as usual and really appreciate the comments on this following your experience. If you ever have any questions or need further assistance, please don't hesitate to reach out.
Best wishes,
The Maker&Son Team.
Do not trust this company with your…
Do not trust this company with your money!
We bought in June for immediate delivery, then were promised August, then it went to September, then pre-Christmas. Then we learn that technically the company we bought from went into receivership in October. This occurred because a creditor (presumably a supplier owed money who did not trust they were going to be paid served a winding up order). The funds clearly weren’t there so the company was forced into administration.
If it were truly a solvent, going concern this could not have occurred.
A new company has been formed by the same people. Communication has been more than poor. Empty promises and vague statements galore. It is unclear if or when we will ever get our sofa. We needed it for Christmas at the very latest. There seems no hope of this.
Our request to have a delivery date and assurance the quality will be the same when their supply base is clearly disrupted, has not been responded to.
We originally bought for immediately delivery in June when the company was, in hindsight, already in difficulty and trading for cash. How we now regret this!! We have received a response from the latest version of ‘Maker&Son’ so they know who we are …but just empty promises, pointless information and ignored questions and highly unsatisfactory terms. They obviously are trying to stabilise the company and protect jobs but I find it distasteful that their energy is going into advertising for new orders when they can not give delivery dates to current customers and shutting down negative reviews when incumbent customers are being treated with such disdain. (Although as they point out our deposit was paid to the previous company so the new company has no obligation to refund us as we have requested).
Negative posts on instagram are being deleted.
There is nothing illegal or unfactual about my review so I hope Trust Pilot maintain it.
If we find a satisfactory resolution then I will update but for now I would recommend extreme caution.
Buyer Beware
3 novembre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Hi Nicola,
We are absolutely here and fulfilling all customer orders. We have been making significant improvements internally since the acquisition, however, the process has had its challenges and has taken longer than we expected to get fully up and running.
Maker&Son Ltd “OldCo” went into Administration and then Liquidation, it was never the company’s intention, but the secured lender sold its debt which they then accelerated with 30 minutes notice.
Maker&Son Ops Ltd “Ops” is the new company, and does not have the liability of orders, however it decided it would take them forwards so that customers did not lose out.
The liquidators have not attempted to work with Ops to deal with legacy clients, instead, they are pretty content in allowing customers to lose thousands of pounds, however, this doesn’t sit right with Ops.
We believe all (and I apologise if you weren’t contacted) were contacted and asked to sign an assignment form so the order could be transferred into Ops.
We understand the company is trying to get through all the legacy orders, however, the liquidators have made it quite difficult - which is not helping anyone. Where needed Ops has been having orders remade at its own cost to then ship out to customers.
It's currently Ops that is taking the brunt of a mess that it and the directors didn’t cause and has been working day and night to get orders out the door to customers.
Whilst we appreciate you are upset, we ask that when writing your reviews would appreciate that you take into consideration that the people trying to resolve the issues are only human and trying to do everything possible to get all legacy orders delivered. The negative reviews are quite deflating to those trying to help.
Please could you kindly contact our Customer Excellence Team on customerservice.uk@makerandson.com, who will be happy to look into your query for you.
Best Wishes,
The Maker&Son Team
Terrible, unpractical dog bed.
I ordered a dog bed.
Do not buy! They are very heavy and are difficult to move
Washing the cover is exhausting as it’s really hard to get on. The interior the bed is bulky and cumbersome. The outer fabric does not stay nice after washing
There are much better dog beds on the market that are much more practical and nowhere like the cost.
21 febbraio 2022
Non scritta su invito
Risposta di Maker&Son - UK
Dear Jane,
Thank you for your feedback. I am very sorry to hear of your experience with our Dog Bed. Please reach out to customerservice.uk@makerandson.com and we will be happy to look into how we can improve your experience.
Kindest regards,
The Maker&Son Team.
DO NOT ORDER FROM THIS COMPANY
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.
30 ottobre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Dear Deshni,
We are absolutely here and fulfilling all customer orders. We have been making significant improvements internally since the acquisition, however, the process has had its challenges and has taken longer than we expected to get fully up and running.
Maker&Son Ltd “OldCo” went into Administration and then Liquidation, it was never the company’s intention, but the secured lender sold its debt which they then accelerated with 30 minutes notice.
Maker&Son Ops Ltd “Ops” is the new company, and does not have the liability of orders, however it decided it would take them forwards so that customers did not lose out.
The liquidators have not attempted to work with Ops to deal with legacy clients, instead, they are pretty content in allowing customers to lose thousands of pounds, however, this doesn’t sit right with Ops.
We believe all (and I apologise if you weren’t contacted) were contacted and asked to sign an assignment form so the order could be transferred into Ops.
We understand the company is trying to get through all the legacy orders, however, the liquidators have made it quite difficult - which is not helping anyone. Where needed Ops has been having orders remade at its own cost to then ship out to customers.
It's currently Ops that is taking the brunt of a mess that it and the directors didn’t cause and has been working day and night to get orders out the door to customers.
Whilst we appreciate you are upset, we ask that when writing your reviews would appreciate that you take into consideration that the people trying to resolve the issues are only human and trying to do everything possible to get all legacy orders delivered. The negative reviews are quite deflating to those trying to help.
Please could you kindly contact our Customer Excellence Team on customerservice.uk@makerandson.com, who will be happy to look into your query for you.
Best Wishes,
The Maker&Son Team
I'd be very wary of this company
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.
27 ottobre 2022
Non scritta su invito
Risposta di Maker&Son - UK
Good morning Dominic,
Thank you for your feedback. I apologise for the breakdown in communication and for the lack of information that has been available in recent weeks. It is to my understanding that you have been in contact with Naomi and are both finding a suitable resolution to your order. We can't wait to provide you with your new furniture and please do reach out to Naomi at any time, with any questions.
Kindest regards,
The Maker&Son Team
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