Review Time
Worst customer service I have been trying to contact them in my confirmation email after I ordered it said it will be ready to be shipped February 13-18 now they said in June???? What is a 6 months delivery time that is insane no one answers my emails I cannot call anyone what the hell is happening can someone please get in touch I will have to cancel my order if I have to wait 6 months.
I am absolutely shocked by this business!
Not only did they fail to deliver my original order and ignore a forged signature, but they are now attempting to upsell me to fix a problem they caused!
I used to be their customer, and they made mistakes before; however, they fixed them, and I forgot about the situation, but what happened now is unacceptable! It's an outrageous way to run an online business.
I am beyond disappointed with The Masie. I spent money on furniture and paid for premium delivery, yet the experience has been a nightmare. You cannot trust them!
Forged Signature: The company provided tracking showing the items were delivered to my home and signed for. This is a lie. I was home all day, and someone faked my signature.
Missing Items: I had to physically go to the DPD depot myself to track down my order. Only a few out of 10 parcels were found. There was no information regarding the missing items, but 3 weeks later, I found out they were never sent (registered but not sent!) On their website, the items were still in stock for delivery in 3-5 days (2 weeks after my order!)
Non-existent Support: I have sent multiple messages with no response for over two weeks. When I finally reached someone via phone, the resolution was - to pay extra for replacement items.
Invoicing Errors: They sent an invoice covering only the items I manually recovered, even though 50% of my order is still missing and I paid for it all. They don't offer any explanation for why their invoice covers only half of my order.
Finally reached them by phone, only to be told the items I already paid for are 'unavailable' and they don't know if they are going to be available (they were still in stock a couple of days earlier!) Instead of a refund or a free upgrade, they demanded an additional €80+ for a different model. This is essentially a 'bait and switch' tactic. They have my money, they have my furniture, and now they are holding the rest of my order hostage for more cash. And what guarantee do I have that they would even ship the products??
Avoid this shop unless you want to pay extra for your goods, lose time and money, stress about your order, act as your own delivery driver and private investigator.
I bought a desk on The Masie website and it arrived with two manufacturing defects. I've sent an email with the photos and they took more than a day to reply to me with a generic reply saying I have to fill up a form on the website in order to return the product. But I actually did not want to return the product, as you can imagine it's a very large and heavy package, so I'd rather find another solution that having to repack everything and carry it somewhere by myself. But as it's automated the only thing they offered was to send back the product. So I kept it but I'll definitely never buy from them again, don't they have quality check ??
This has been one of the most disheartening experiences we've encountered as a business. On two separate occasions within six months, we placed orders that were fully paid for but never arrived. Our attempts to reach out went unanswered numerous times, and ultimately, we had to cancel the orders in both instances. It’s a shame, as the products themselves are quite attractive, but because of these ongoing problems, we will not be placing any more orders.
I strongly recommend steering clear of this company. I placed a $1000 order over three months ago, and despite numerous assurances, I never received my items. After waiting for months, they abruptly informed me that they couldn't fulfill the order and asked if I preferred to attempt delivery again or receive a refund — but with deductions, as if I were at fault. Since the goods were never delivered, any deductions are completely unacceptable. Since then, they've ceased all communication. No refund, no resolution, no updates. This has been an awful experience from beginning to end. Save yourself the hassle and avoid this company.
I have never encountered a service more deliberately structured to avoid customer interaction and lacking in accountability; it's absurd. There’s no phone number available for direct communication to resolve issues promptly, and the order form does not send any confirmation of your inquiry, allowing them to deny responsibility easily; this seems intentional. I placed an order recently, and was informed via email today that it had been delivered... yet my package is nowhere to be found at my residence. A few days earlier, when I checked the tracking details, it indicated that it reached customs on 05/12/25, and on 17/12/25 it was marked as "CANCELLED" and "RETURNED". How can it be that my order made it through customs, got rejected, and then I am told it has been delivered? This doesn’t make sense. I emailed for clarification but received no acknowledgment or response... naturally. Charging £20 for shipping while failing to provide accurate tracking or updates is simply unacceptable. I’m uncertain if this is merely a dropshipping operation since they ship from overseas, or if their delivery partners are that incompetent, but the entire structure of this service seems designed to collect your money and then cut off contact, leaving you frustrated enough to give up.
The table arrived completely broken with missing components. I have sent multiple emails to customer support but have received no replies. I’m currently in contact with a payment service for assistance. I’ve noticed that many others have reported receiving damaged items and poor customer service. It feels like a scam despite the website appearing legitimate at first. Additionally, comments have been disabled on social media, which raises suspicions. There has been no assistance whatsoever. They take your money and either fail to deliver or send broken products.
This experience is incredibly frustrating. I purchased a table on November 20th, which arrived 12 days later completely broken. After complaining, I finally got a reply from the customer support team stating they would accept my return and send a replacement, with tracking information to follow. That was a week ago, and I still haven't received any tracking updates or communication. It’s been almost a month since I bought this table, and I still have (1) a completely broken table in my apartment, (2) no updates on when my new table might arrive, and (3) most importantly—no table. Hello, customer support?
The table arrived completely broken with missing parts. I have sent several emails to customer support but have received no response. I am now in touch with a payment service. I’ve heard that many customers receive damaged items and have terrible experiences with customer support. It feels like a scam, even though the website initially appears legitimate. The comments have also been disabled on social media, which is quite suspicious. No help at all. They take your money and either fail to deliver or send damaged goods.
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