Maker&Son - Haywards Heath

Jo Mennie

Do not recommend this company. We've been dealing with a faulty sofa and have been trying to resolve the issue for over 12 months with no success. Customer inquiries are routinely ignored, and there's been constant turnover in the customer service team, so every time you reach out, you end up starting the process all over again.

In January, I was connected with Ian Murray, the Global Brand Director. Despite his promises to follow up by the end of the week, we've been left in silence multiple times—this has now happened four times. During a call, Ian even mentioned that the company doesn't have the funds to fix repairs, address faulty products, or cover the cost of replacements, so there is nothing he can do and that is just how it is.

This level of service is completely unacceptable.

Isabelle Hartley

The quality and durability of these sofas are surprisingly poor. We ordered 3 X sofas and 1 X super king bed for the cottage and within a year the cushions became too soft, despite the faff of plumping them daily. The long cushion on the Song L-shape is full of lumps and can’t be unzipped so I’ve enquired about a replacement and am yet to hear how much that will cost. The new team are disinterested in resolving these quality issues and overall, considering the expense, we felt the need to warn others of our experience.

Adele Rowley

Having spent over £12k on 2 sofas I expected what their sales pitch said. I received delivery and they looked amazing. Within a week the cushions felt very flat resulting in me plumping them every half hour. Very uncomfortable. After contacting the company, they came out and agreed the cushions needed more filling but I had to wait 3 months as they were producing a different type of cushion. They said they would send out lumbar supports FOC.
I got delivery of said cushions over 3 months later and these are very lumpy and so heavy it’s hard to plump them. They claim they don’t need plumping but they do. I’ve contacted the company again asking to take them back and refund me for furniture sold nothing like they state but am told they won’t as I’ve had them so long. If they had listened to me after the first few weeks I wouldn’t of had them so long. I’ve still not received lumbar supports as promised almost 3months ago.
I would not recommend this sofa company. Im disappointed to of spent so much money on a sofa no one likes to sit on and that extremely unsupportive and uncomfortable.
They don’t acknowledge emails and the sofa looks horrific. Please don’t waste your money.
The picture shows them after 8 weeks of new. Cushions. one that’s been sat on for less than half hour. The other shows how it looks after trying to plump it.
They are not worth the money.

After they sent the below response they collected the sofas and still almost 12 months later no refund, customer service refuse to communicate. They have stolen £12k of my money.
Interesting how the past few months reviews have all been well written. Amazing what friends can do do boost your low reviews.
DO NOT USE THIS COMPANY. THEY STEAL YOUR MONEY.

Jemma Smith

Absolutely love my sofa from Maker & Son. I see it as an investment piece and am hoping it will last for years to come. I originally purchased the standard sofa and foot stool in Barley Natural and recently ordered additional covers in Lupin Blue. They are both lovely. Lupin Blue perhaps has more of a wintery feel to it but is also more child friendly! Everyone who has seen it says how cosy it looks and eveyone who has sat on it has said how comfortable it is.
I got regular updates from placing my order to receiving my items on both occaisions. I originally had to postpone the inital sofa delivery as I caught the dreaded C word which delayed my move. Maker & Son were super helpful in re-scheduling. The delivery guys were great, they installed the sofa, gave the covers a steam and gave me care and plumping instructions.
It was a splurge, most definitely, but so far, worth it!

Mica Noble

Customer services non existent, cannot reach an individual by phone, no response to countless emails, request for escalation to a senior member of the team due to our sofa frame being faulty; again nothing in response. The price point of the product vs quality and customer services is wildly misaligned.

David Douglas

Quite simply the most comfortable thing that myself, my partner Joanne and our cat Ringo have ever sat on. The craftsmanship is superb and the fabrics are exquisite. The sales service of coming to our house in Ireland in a van that is done up like a comfy English countryside farmhouse was too hard to resist. As well as arriving on schedule the after sales service has been excellent too. We are moving to a new home shortly and this sofa is our treat purchase (along with the house! :-)). We're looking forward to many movie nights and afternoon naps on it. So is the cat. The kids can sit outside...LOL...:-)

Ellie E

I have had problems with my box cushions but (after a brief loss of communications while the company ownership has changed hands) customer service is returning to previous levels and they are working hard to resolve the problem. Sadly they didn’t ever resolve the problems with my sofa cushions & I got a local upholsterer to supply new cushion pads. Not what you expect given the cost of the sofas. The fact it took over a year to respond to the review just about sums them up!

andrew hill

Be very careful with this company. They failed to deliver our order - stalled and stalled - and then announced that we were outside the period of their obligations.