THE MASIE Reviews 19,907

We ordered 4 deckchairs from The Masie on the 27th of May ( OrderNr. VJHPSGHLC ). On the 02.06.26 we got an e-mail from the Logistic Company, they told us to inform us when they will get the goods. Since then we heard nothing, no responds when we asked by The Masie. We are very disappointed, very bad customer service

I purchased two of the same pendant lights and when they arrived one has a splotchy kind of tarnish on the aluminium. I reached out to customer service and they offered me either a refund or voucher of €20 or said they would organise to replace the faulty one. I want the replacement as they will be hung next to each other and they do not match. After notifying them I’d like the replacement they have gone completely silent. It’s been nearly 2 weeks since their last email (the whole process has taken much longer) despite me writing a number of times to ask them what’s going on. In desperation I emailed their general ‘customer service’ address and they told me not to write them there as it will cause more delays, which felt like a threat. I’m getting so frustrated now and this customer service is just so poor and so damn rude. It definitely seems like they’re ignoring me hoping I’ll go away.

The delivery status of my order has not changed for a week - it looks like it's stuck in Valencia and it's not leaving Spain at all. The customer service is crap, there is no answer from them whatsoever. I'm also leaving a review here in hopes that somebody can answer me. WHERE IS MY ORDER?

I’m having to write a review as TheMasie take about 3/4 working days to reply to my emails. And they have no phone number (the one linked on this website hangs up instantly).

Your last email is completely unacceptable. We’ve returned the order (which was the wrong order from your mistake) and now you tell us that you need to do a quality check on the correct order which will take about 10 days? Can you send me a break down of your “quality check” procedure so I can review this and help you speed up the process.

Then when you have done this you need to send the correct items with an express delivery. We paid for this item on the 31st March. That’s over two months ago and you still haven’t even shipped the correct items.

Our order number is attached.

Lovely product, great quality!

I placed a big order for outdoor furniture. There was an option to buy a set or purchase all items separately. All items, expect one, were available with the shipping time of 5/7 days. Because I wanted my furniture delivered soon, I decided to gave up the set discount and ordered items separately. The order confirmation clearly stated they will be sent within 5-7 days - and only the remaining one in 2 months.
I reached out after a week asking where is my order. ONLY SOME DAYS LATER I got a response that it will be sent in 2 months. I responded asking for clarification/keeping the date from the order confirmation but never heard back.
Not only I had to proactively ask and wait several days, but also now I am left with no furniture and no clarity. This is ridiculous. They do whatever they want, don’t respond and leave you hanging. You pay premium and get zero or horrible customer care.
Comments on Instagram are blocked as well - seems like the horrible customer experience is the norm.

DO NOT BUY FROM THE MASIE. They are an absolute nightmare to deal with, and their customer service practices are bordering on fraudulent.

I ordered an outdoor furniture set for nearly €500, including a premium €60 delivery fee (Order Ref: OOTOYVSKS / FACTURE Nº FFR-17694). When the delivery arrived via Geodis, it was completely incomplete. Out of a 45.4kg order, they only delivered a 36.3kg package containing just the central metal mast of a high table. The tabletop, the base, the hardware kit, and the manual were completely missing. They literally delivered a useless metal stick.

The official Geodis tracking explicitly proves that the merchant never even gave the missing packages to the carrier ("Delivery impossible - No package arrived at the depot").

Instead of fixing their warehouse mistake, their customer service (specifically Raquel L) has done nothing but stall and manipulate the system. They instructed me to wait for a call, and then immediately deleted and closed my active support ticket (Case No. 8471218) to make it look like the issue was "resolved" on their end!

When I forced them to reopen the issue, they slapped me with a brand new incident number (No. 8543509) and told me I have to wait another two weeks for an internal investigation. They are holding my funds hostage for items they never shipped, and as a result, my business is suffering ongoing financial losses.

I have officially initiated a credit card chargeback with my bank for the €126.95 table and the €60 delivery fee, and I have filed a formal fraud/breach of contract complaint with the European Consumer Centre (ECC).

Save your money, save your time, and buy from a company that actually ships what you pay for. The Masie is completely incompetent.

My order was placed on March 20th. One of the items, a lamp, was scheduled to ship in July. I emailed to ask if the order could be split, but they told me it couldn't be. However, they happily informed me that the lamp had arrived and that everything would ship soon. After waiting another month, I got no updates. When I asked again, I was told the lamp was still out of stock, so everything had to wait for that shipment. After I tried to modify the order and remove the lamp, the chair, which was originally shown as in stock, was also told to be out of stock and removed. Each time I contacted customer service, I got different information, and the communication was extremely unprofessional. This has been one of the worst online shopping experiences I've ever had. The order management was chaotic, customer service was terrible, and it was a complete waste of time. I just hope the refund process is handled properly.

very happy with my order, everything looks great

I have been trying to get hold of The Masie for a number of days regarding a dining table I purchased. However, there is no response from them via email and they do not have any other contact details. I am getting worried!

Saw a few reviews on here and was a bit skeptical about ordering truthfully. But not a single issue. Took a couple weeks delivery as expected but no issues at all. Very well packaged and easy to assemble the products.

Very disappointing experience.

We spent almost £1000 on an order for 2 desks and a vase that we urgently needed for working from home. After waiting several weeks, we received a completely incorrect order due to a mix-up.

The biggest issue has been the lack of communication. We sent multiple emails chasing updates on our original order and received little to no response. Collection of the incorrect items was also poorly handled and had to be rearranged.

What makes this even more frustrating is that the issue still isn't resolved - we are still waiting for our original order to even be shipped.

Mistakes happen, but the delays, inconvenience, and lack of communication throughout the process have made this a very frustrating experience.

Delivery took thrice the time, it was supposed to be at home, got cancelled 7 times, then pickup spot was changed 2 times. Would not recommend.

I have only received half of the order. Have contacted The Masie several times to ask them to look into why only one of two parcels (one item, split into to parcels) was sent and they have ignored me.

All perfect

First of all, the product I ordered (four chairs) arrived in perfect condition. They are beautiful and comfortable.
However, the company needs to improve its customer service and transparency regarding delivery.
I bought the chairs in April, knowing they were only supposed to be shipped at the beginning of May. In reality, they were only shipped about five days after the announced date. I received two tracking links, but the websites gave contradictory information about the delivery status. After several days without any progress or updates, one of the tracking websites stated that an error had occurred in the delivery process and that I needed to contact the sender.
Over the course of seven days, I sent two messages to The Masie but never received a reply or any update on my order. As a result I was left thinking that my order had been lost, despite already having paid the full price. You btw cannot call TheMasie, you have to send an Email.
The two parcels finally arrived, but on different dates, with no possibility of scheduling a delivery time. This was quite inconvenient, as I had to work from home on two separate days just to receive the parcels.

We ordered several products which arrived within short delay, without problems. The products ordered look as good as presented on the website, the quality is quite good. We will surely order again when we need it.

I like design, colors, quality and the price of their furniture!

Customer service is awful! I made a return request within minutes of placing the order. There is little to no communication from their team. The order was dispatched months later, which I asked to be intercepted. It’s been another month now and no further information, I’m without product and money spent! Requested multiple updates and no response.

Easy online order, delivered on time.
I contacted them for a tracking link issue and they reply very quickly with the link.
The product quality and design is beautiful.
Very happy with my overall experience and will order from them again.