Maker&Son  Reviews 294

I ordered a sofa in early July 2022, not long after the melbourne showroom opened, with delivery due in Nov. Customer Service advised when my fabric had apparently arrived from Italy and construction commenced. The delivery date moved to mid Dec and in mid Nov I was asked for final payment so delivery could be confirmed around Dec 20.
We were away and I advised we wanted delivery in mid Jan and that was agreed. We didn’t make the final payment just because we were busy and then I saw things start to unravel.
The Australian situation has been well handled by PwC and Molmic and they have kept us in the loop and honoured payments, which I really appreciate. In continuing the process with Molmic, and paying them 50% of the outstanding balance, it has become clear that construction of our sofa was still in the queue and never started. I wonder what Maker & Son were going to deliver to us in Jan or what story we would have been told. We are still 3-4 months from having our sofa but I feel confident Molmic will deliver. I loved the sofas in the Maker & Son showroom and am sad things have folded but it sounds like practical issues were problematic from the start.

I first learned of Maker&Son through their Instagram – I had seen their viral ‘sofa leap’ videos and that lots of influencers were promoting their sofas. This was a huge purchase for me, but I thought if I’m going to spend on one big ticket item, it should probably be a sofa. So in December 2021 and then in April 2022 I paid a 50% deposit of £2,907.75 in two instalments for their Marnie sofa in a green linen.

The games began as soon as I made the payment. Months of radio silence. As my delivery date approached, in late August 2022, I received a generic email informing me that the company had been purchased by a new company and was now under new leadership. They were truly sorry, but my sofa wasn’t going to be delivered on time and due to handover complications, they couldn’t give me an updated delivery date. At this point, I asked for a refund and Maker&Son agreed to input this within a 60 day period. Cue more radio silence. The 60 day period came and went until eventually, on 19 October 2022, I heard from the CEO of the new company. He accepted full liability of the debt but said that they weren’t going to be able to refund me until 27 February 2023. The refund, however, was conditional on me removing any negative online/offline reviews of the brand. Along with many others, I agreed to this. Finally, on 1 March, the CEO went back on his promise - I wasn’t going to be refunded after all.

I should also note that because Maker&Son and their new owners have strung me along for so many months, I am unable to issue a chargeback claim via my bank, Barclays. Unfortunately, I will probably never see my money back.

All in all, my experience with Maker&Son has caused me an enormous amount of stress. I continue to receive unpleasant and intimidating emails from them - threatening to sue me for leaving negative reviews. They have taken down reviews of many other victims too.

Please, please, please do your bank balance and mental health a massive favour and do not order from these people.

EDIT 18 March: The Telegraph wrote about what has been happening to us, if you just google The Telegraph and Maker&Son, read the story titled ‘Luxury sofa company took my £3k and now I’m being sued for complaining on Trustpilot’.

EDIT 31 March: In response to Maker&Son below - we’ve already discussed my options. You told me in no uncertain terms on 1 March that you will not be refunding me (breaking the promise of a refund that their CEO personally made to me) and that my only option is to accept a voucher for 50% off a NEW order - after I’ve already lost 3k to you. Please don’t try to pretend you want to help me. You literally tried to sue me and sent me four aggressive legal threats in the space of 24 hours. Give me my money back and stop harassing me.

EDIT 9 April: The Guardian published a story too! If you Google the Guardian and Maker&Son, read the story titled ‘Suite dreams: how luxury sofa firm Maker&Son left its clients standing’.

The most disappointing, soul destroying experience I've ever had with a company.
Whilst I feel like I have got away lightly compared to most. I have still been left drained, incredibly disappointed and angry that such a company exists and is still trying to continue to sell substandard, shockingly overpriced, goods to unsuspecting people.

I know first hand of many people who have spent thousands and thousands and waited over a year for a sofa that hasn't materialised.

I was one of the 'lucky' ones. After ordering a sofa in May 2021 it was delivered in November 2021.
On initial inspection I thought all was well and was happy with our purchase. The sales team and mobile showroom lady were amazing. So charming, so sweet and really added the wow factor that i felt when swooning over these sofas through their clever (deceitful) marketing via instagram.
I saw influencers had ordered them and gushed how great they were and Marnie also did a great job of selling the dream.

The reality is, the sofa is garbage, and will most definitely not last a lifetime as they claimed it would.
It didn't even last 6 months.

The cushions are terrible and it is the most uncomfortable sofa i have ever had. Bear in mind we had our last sofa for 20+ years from DFS and it still had more support at the end than this one did after 2 months.

One cushion goes flat as a pancake within 5 minutes of sitting on it offering zero support, so little support that you actually find yourself slipping off the damn sofa all together.
The other cushion developed huge lumps after 5 months. It is so lumpy that it feels like you have elephant piles.
It's beyond awful.
We now hardly sit on it as you physically can't for longer than 10/15mins without being in some level of discomfort and it has caused many an argument in our household over how foolish we had been purchasing such an investment piece from this crowd when we should of stuck with reputable long established companies.

I got in touch with customer service was promised replacement cushions. I was constantly told that they were in production, and then they were on pause whilst they figured things out, and then in production again. I was also promised lumbar support cushions to apologise for the delay as an apology as they didn't send the original scatter cushions I had ordered and paid for with my sofa which never developed. I have now been told that we can place a new order for replacement base cushions that we have to pay for ourselves.

I am not the only one who has been burnt.
This has happened to countless others.

If I could give them zero star I would. I was so excited about buying a pair of Maker & Son sofas - but what they delivered is nothing like promised. The cushions came with stuffing missing (I kid you not), and the covers damaged. They urged me to accept delivery and promised a new set of cushions and a new cover. Neither has materialised and they’re now offering to fix issues if we pay for it. Worst furniture we’ve ever bought.

I placed an order for a chest of drawers. There was a lead time as it was made to order but it went well beyond this and I’d heard nothing. I emailed to cancel as I was tired of waiting. Within two days of this they said they could deliver it. They advised me to refuse the delivery and said that I would be refunded in full when the chest was returned to them by the courier. I allowed them two weeks before getting in touch to chase it but didn’t get a reply. I emailed several more times and tried to phone but the number on their website didn’t work. Finally someone got in touch to say that they had gone into receivership and that the new company were not able to honour all refunds. Given the timing they would have known that they were in this position before I even placed my order. I was told I could have a credit note and use against their ready to go items but I would have had to pay several thousand more to buy a sofa or chair that I didn’t even need. I’ve lost my money, like many others it seems, and I see today that they are in the process of launching a new website. DO NOT BUY FROM THIS COMPANY!

We ordered a bespoke sofa for a client through Maker and sons. They did not conduct an access check at the property as per their usual procedure which meant they were unable to deliver the sofa. We had to arrange for a specialist removals company to deliver it at our time and expense, with no help at all from them.

As a gesture of goodwill, they agreed to make some some free cushions, for which we had fabrics delivered to them in November last year. We were then told this year that the company is in liquidation and the fabrics are in the possession of the liquidators. We have contacted them multiple times since with the same response each time, but no news on our missing fabrics yet. Appalling service and no apology for the delay.

Since the reply from Maker and Sons, I have written to the executive escalations department twice with no response again. Very disturbing given they are still on fabrics owned by us!

Maker and Son or whatever name they now call themselves are a bunch of upmarket ever so posh speaking crafty conmen. Did business with the in 2021 Bough love seat which proved unsuitable the agreed to take back goods and issue repayment less transport costs. Went on to issue me with Credit Note. Over lengthy period was getting nothing but excuses for none payment accompanied by lengthy letters from people like Conran and such. To date 02/03/23 I have received nothing in the way of payment or replacement. Now understand the company I dealt with is Bankrupt though still operating under another name promising that out of good will they hope to be able to help? Customers who have lost out? The fact is that at the moment this shower and not only owing me money but are in possession of my property which they uplifted from my home. They are giving out phone numbers and customer help links non of which are obtainable or unknown numbers. Conmen just about sums this lot up. Don’t touch with a barge pole.

I must caution anyone thinking of purchasing a sofa from this company to do thorough due diligence into the acquiring company Inc & Co. In particular, I'd recommend articles written by The Times, Big Issue North and The Business Desk.

Update 04.03.23.
Sadly, despite their tactics to silence customers that have just reason to feel manipulated, deceived and anxious because of their use of legal threats of injunction the company continues their PR campaign to present a different face to the public than the one that lies behind the mask.

Like others, I am out multiple thousands of ££££ on a bespoke sofa that was ordered in the spring of 2022. I sent my own fabric to them and they wont return it. So not only are they in breach of contract on my order but they have essentially stolen goods that are not part of the assets currently with the liquidators. I email and email and call and call and no one replies. If you are in a similar situation contact FRP Advisory, they have been nominated as the liquidator for the company.
Quick update as of March; Maker and Sons has tried to take down this review claiming it's not legitimate, yet never contacting me directly. I have sent all relevant documentation to them. So clearly they are more worried about hiding what they have done to customers rather than dealing with the mess directly.

UPDATE: we still don't have our sofa. The fabric we sent them they lost and are tell us, while the new company ( Hastings) will honour orders, they cant make our sofa because they wont replace the lost fabric. Mind you Maker & Sons lost the fabric during the business reshuffle. So they want us to pay for the replacement fabric (£3000) all over again. Insult to injury.

Update: I finally got my sofa!! Hastings who now makes all the sofas was wonderful. It took over a year and a half but this has finally been resolved.

Do not buy from this company. Faulty product. I purchased the loveseat. The cushions are flat after an hour sitting in them. The couch is so uncomfortable, it feels like we’re sitting in the ground. Every day yo i have to constantly fluff up the cushions. Badly made and produced. Clearly 100percent goes into advertizing and not the product. I wish I never wasted my money. I have been told replacement cushions would be couriered over 8 months ago when M&S agreed that the couch was not right. I keep getting excuses when they actually respond to my email. As of today my latest two email have not been responded to.
If anyone from maker and son is reading this please contact me. You have my details.

I bought a sofa which took twice as long to arrive as promised. Then it was the wrong size! It was remade. The cushions are very lumpy, uneven and uncomfortable. Sofa cost NINE GRAND and should have been "the most comfortable sofa in the world" as their advertising states.
I was promised replacement cushions last April and have been trying to chase them ever since. So... I've bought a sofa that cost the same as a car and hate sitting on it because it is so uncomfortable. MAKERS please replace my cushions like you promised!!!

I am still waiting on my sofas… ordered in November with 3 week delivery time. Then found out the company had gone into liquidation- no mention of this on the website when we ordered, and nothing from the team in the initial communication about our order either about the difficulties within the company. Despite phoning (phone lines never open) and emailing relentlessly I have had only one email back where the details of my order were incorrect and one further email after correcting the details to say delivery within a week- this was before Christmas and still no sign. Phone lines are closed even during opening hours listed online and no answer to emails. Appalling.

I bought 2 sofas which were delivered in July having ordered them in May. The covers were different colours (although they were supposed to be the same) so I was told they would send 2 new matching covers. Have I got them? No. It’s now January and not a word from maker&son since October having been promised they would be ready by the end of December. Quite frankly this is a joke. Even when I tried to submit a form on their website I find that even that doesn’t work. Total mess. The star rating for this company says it all.

Just about the worst customer service I have ever had the misfortune of experiencing. Took my order and my money knowing full well they were going through liquidation. Never delivered it. Despite promises of a response to calls and emails in 72 hours, I got nothing. Eventually I get a reply explaining my sofa had been in a warehouse which the legal team had taken possession of but they are sorting it and will keep me updated every 2 weeks - no offer of a refund. After that I had no replies to my emails for 6 weeks, and all they did say at that point was a copy and paste of another email which mentions no deliveries before Christmas - they sent it the middle of January!!! Despite a promise to keep me updated every two weeks I have heard nothing in 8 weeks. I am totally outraged at the appalling customer service. It's not hard to reply to an email or a phone call or send an email with an update. I am now trying to retrieve my money via chargeback through my bank. Whatever you thought about Maker and Son, they are not who they used to be and they are USELESS. I used to dream about having a Maker and Son sofa, now I wouldn't touch them with a barge poll. I will NEVER buy from these people again. Ignore the glossy advertising. Read the other reviews. Their customer service is not existent. AVOID LIKE THE PLAGUE!!!

I would urge extreme caution when dealing with this company. We were sold a very expensive corner sofa with the description on the cushions that they contained a foam centre and feathers surrounding the foam. This would enable the cushion to return to its original shape. We even had a sales lady come to the house who demonstrated this on the demonstrator model....However, what we received was a bag of feathers, with no foam and it takes a huge amount of effort and time to bring the cushions back to the original, intended shape... in fact after we have spent 20 minutes pumping up the cushions and replacing them we sit on another sofa as we don't want to mess the maker and son one up and have to pump it up again that day. How terrible is that!!

Please can anybody tell me what is happening with this company I still have not got any reply are they closed

DO NOT DEAL WITH THIS COMPANY.

I received a letter today from Price Waterhouse informing me this company have gone into liquidation. The sofa and chair I ordered in early August will never arrive and the deposit I made will most likely never be replaced.

DO NOT DEAL WITH THIS COMPANY THEY HAVE GONE INTO LIQUIDATION.

Got our £10k sofas in March and by July the seat cushions are shot. Company agrees they need replacing but 6 months later still no joy.
DO NOT BUY THEIR PRODUCTS.

Hi,
I am writing from Australia and ordered a couch 6 months ago with the promise of delivery before Christmas. This was an expensive purchase but one I thought would be a piece that would last. Only 3 weeks ago we received a request for the total amount which was required to be paid in full before the couch would be delivered. I was told that the couch would be completed by 16th December and delivered by Christmas. That was three weeks ago and now no one is answering my calls or emails. I have been trying for week. The 1800 phone rings out. The consultant I dealt with won't return my calls or texts. I know that the UK company is honouring UK orders but what is happening in Australia? It is very stressful, and I am very anxious. Please could someone let me know what is going on.

Maker & Son caught my attention with their appealing Instagram advertising. I shared it with my Wife who was familiar with the brand. After we were provided with a lot of great guidance and support by the Maker & Son team, we placed an order for a sofa to compliment our 17th century cottage in the English countryside. Then COVID kicked-in. That was OK. It impacted so many. We were less concerned about a delay to delivery - we just wanted to ensure we allowed sufficient time for Maker to create the exquisite piece of furniture that we wanted.

Good communication from the company kept us advised of the sofa's readiness. We were also made aware of the company's business challenges, something that many companies have been dealing with. But our interactions with Maker & Son never missed a beat. Always responsive. Always transparent. And, from our perspective, completely followed-through with commitments made.

As a result, we have our stunning new Maker & Son sofa sitting in our cottage living room, with log burner and Christmas tree. We are delighted.

Thank you to all at Maker & Son.