Maker&Son - UK Reviews 120

We bought our sofa from Maker and Son and initially we were very happy. Then 2 years ago (2023) we asked them to upholster the sofa we had. They came to collect it and we are still to receive it back - 2 years later. I call 2-3 times a week and will always receive a different excuse. Danny who apparently bought the business has messed us around and we do not know how to get our sofa back that we spent in excess of £10,000 on, then over £7,000 on reupholstery back. I feel like I am dealing with crooks. They NEVER call back or respond to an email.

The day has finally arrived! We received our sofa on 17 Jan and couldn’t be happier. Thank you to the wonderful Drew and Terry who did an excellent job delivering it. It was a long wait (we bought the sofa with the old company) but worth it.

Excellent service Fantastic quality sofas! Very pleased!! Thank you.

When Sophie at Maker and Son saw my (fully justified) rant about the company she contacted me straight away to say that she was with the new owners and wanted to sort out my problem. Within a few months we received back the sofas we had purchased (though we changed the style and material) at no cost to ourselves. It’s clear that they are working hard to resolve the issues they have inherited from the previous owners and I can’t fault them for the efforts they have made and the quality of the furniture they have delivered.

The team at Maker&Son were great and I am so happy with my new Italian linen covers for my large sofa. The material is really high quality so soft and hardly creases at all. So impressed with this linen. I would highly recommend it.
Thank you everyone.

I am very happy with the luxury headboard I purchased. It is beautifully upholstered in Italian linen and the padded cushions attached making lying in bed reading a book an utter delight. I had to wait quite awhile to get this item; The Hastings Sofa Company took over, after Maker&Son was liquidated and they had a backlog.

We ordered our sofa and footstool on 17th May 2023 and it was delivered yesterday (2nd November) by Terry and Drew from Hastings Sofa Co. who have taken over Maker & Sons following their liquidation. They are working extremely hard to fulfil all their current and past orders and determined to restore confidence in the company. We are extremely pleased with our very comfortable sofa and footstool, which are made to the highest standards. Terry and Drew were very professional and polite throughout the delivery, and Sophie and Nikita were always very helpful on the telephone and kept us up to date with delivery times. Very pleased with the whole experience.

We placed our order with the original Maker and Son team in Oct 2022, at that time they gave no indication they were in deep trouble. Around Christmas time we tried to contact them but with no success. We then received an email from Hastings Sofa Company Ltd advising us they had taken over the firm. A huge task for them! However, Sophie and the team have always been extremely polite and patient with us in a time when it must have been very hard. We now have our corner unit and armchair in the Song and we’re extremely pleased with it. The standard of work is the same. Such a relief that we eventually have the furniture, thank you Hasting sofa company

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 visit us in Cheltenham so we could test the sofa before buying. We were told it would be 16-weeks before delivery and it ended up being around four weeks, which was a nice surprise. We love our new sofa and would recommend. It’s super comfy and looks fantastic.

Even though it took 18months and a lot of worry that I would never see my sofa( or my money!) the new Maker & Son team came through!! I had a very pleasant experience in all my recent dealings with them & all in the Hastings Sofa Company. Thanks to Nikita & Mark & also to Will for all their help in getting my fabulous sofas to me at last!! I would have no worries about dealing with this new company they are very determined to ensure that they honor the the commitments made to their customers! Well done & thanks to you all!

I bought a sofa and spare covers in January 2022. Despite multiple emails and phone calls, I *still* do not have my spare covers. Also, the cushions have developed significant lumps — I purchased the insurance which appears to have just been pure profit for the company as they won’t acknowledge me trying to have them rectified.

Genuinely the most disgusting customer service and product I’ve ever encountered. I think the company is *pure fraud* just taking heaps of money from unsuspecting people and then having no intention of supplying the goods customers have paid good money for.

Nikita called several times and the delivery went exactly as planned, date and time and the old sofas removed all very efficiently.

Although my order took a long time to arrive, it was definitely worth the wait. My sofa, armchair and love seat are so comfortable and beautifully made. The delivery chaps were super helpful and friendly too!

After 1 year and 4 months and quite a journey the current team at Maker & Son restored our faith in the company and indeed delivered our beautifully made furniture. Thank you :) it’s every bit of comfort we expected and looks incredible. Great team keep doing what you are doing and you will turn this around for sure :)

Terry and Drew delivered our sofa and chair today. They were brilliant - helpful, professional and friendly. I am delighted with both items - the comfort cannot be beaten and the colours are beautiful. Thank you - despite difficult times at your company - you delivered!

This is my second review about the new company taken over by the Hastings Sofa company. I’ll spare you comments about the original Maker & Son company as I’ve moved on. Last week I took receipt of replacement velvet sofa covers, they’ve been a long time coming. Mark, one of the new owners and his team delivered and fitted the covers and while they were here a long-standing issue was resolved within minutes. Nothing was too much trouble and the covers look really lovely. The real shining light in the long, long process of getting things resolved is Sophie. She has consistently gone above and beyond the call of duty and could not have done any more to understand and come up with various options to resolve the issues inherited from the original company.

Following up our disappointments with Maker&Son, we can report we never received our replacement covers that we had ordered and paid for. After a few months of occasional emails telling us optimistically on things, they ceased to communicate entirely and we've never heard anything again. We sold the sofa on eBay at a huge loss as it was still not the color we wanted and was uncomfortable to sit on. I wouldn't go near this company with a barge pole. They took all our money and almost a yaar later we have nothing.

WORST CUSTOMER SERVICE EVER EXPERIENCED

Well if you think shelling out £6k for a sofa would bring you after sales service to die for …..think again. This company gave me really bad service with delivery which was corrected after I really complained to the sales guy. After it was corrected I didn’t think to write a poor review was appropriate. However, I now have a massive issue with the laundering of the covers. Three sofa sets were laundered as per the instructions at a professional laundry and did not stand the test of time. The Italian linen has to be washed piece by piece which is fine with the cushions but the frame cover is all one piece and even in a commercial machine there is too much fabric therefore creases and colour loss appear like tie dye . They were totally unfit for purpose and certainly not what you expect for the price paid.
On contacting Maker and Son. After 2 weeks of conversing on a social media platform which was the only way I received a response I was basically told I was out of the guarantee period (one month) and there was nothing they could do. If I contacted another person in the company they would discuss a discount for a new set. I asked for the other person to contact me and was told she works in another department 😂.
I have now given up and at my own expense had the covers re dyed. Absolutely disgusting service and I’d not recommend their sofas to anyone due to their after sales attitude.

When you have so many negative reviews from customers who have lost thousands of pounds to this despicable company including ourselves who sent all the genuine emails to you regarding what happened. It’s unbelievable they have been able to get away with it.

Avoid this company at all costs, they will steal your money. We originally placed our £7.5k order for a Marnie sofa and footstool in March 2022. We paid a 50% deposit when placing the order. We then paid the remainder based on the promise that our sofa would be delivered in May 2022. Fast forward over a year later, and we still don’t have our sofa nor any response from the company regarding a refund. Over the past 14 months we have tried emailing and calling them on many occasions and they do not respond. Unfortunately, we have come to the conclusion that we will never receive our sofa and are now faced with losing £7.5k.

Our invoice number was MS-7239 and quote number is QU-8209.

***UPDATE 30/08/2023***
Maker & Son have been in contact and are trying to resolve our issue. We have been told order is now in production and will update this review when it is delivered.

***UPDATE 06/10/23***
Unfortunately, we have not heard anything from Maker & Son since we were told at the end of August that our order was back in production. We have sent several emails during the past months and not received any response. We are still £7.5k out of pocket and are very skeptical that our order will ever be delivered. If you are thinking about placing an order with this company, I strongly advise that you don’t.