Maiden Home — Local services in New York

Edit: I am updating this review to 3 stars because Maiden sent me a replacement couch (the Crosby sectional) and refunded the difference in price between this new sofa and the Warren sleeper sofa. They also arranged for disassembly of the Warren because the sofa did not fit in the elevator or stairwell unless it was taken apart (see old review below). The process of reordering was easy and the customer service staff at Maiden were helpful. The Crosby is much more comfortable than the Warren, possibly due to the cushion shape which is more plump and has individual sections rather than two long pieces. I would have given four stars, but the delivery coordination was not ideal. I received conflicting email updates about the estimated delivery date from Maiden staff vs. the delivery service (Latin Express). The delivery staff called me a only a day before the delivery to confirm and the person I spoke with actually asked me how to disassemble my current sofa. They are supposed to know how to do this because it was the job they were hired to do! It made me extremely nervous that he asked that question. Regardless, the actual delivery and disassembly went smoothly.

old review The reason for this 2-star review is the poor delivery experience, because of misleading estimates of the delivery schedule and because my item arrived damaged.

Misleading delivery schedule: I purchased the Warren sleeper sofa and the website says it will be "ready for delivery in 5 weeks." I purchased this item on October 22nd and the delivery was not scheduled until December 28th (that is 10 and a half weeks). It would be so easy for Maiden to also provide a caveat next to the "ready in 5 weeks" statement saying "estimated time to ship is 3-5 weeks". I am a PhD student and I was apparently not smart enough to realize that "ready in 5 weeks" does not mean that it will be delivered to you in 5 weeks. Ugh. What actually happens is, after 5 weeks, the item is shipped to a 3rd-party delivery service, who then ship it to ANOTHER 3rd party delivery service, and those folks are the ones who finally deliver it to you. During this time, I received calls and emails from the first 3rd party delivery service (Austin Moving Forward) about scheduling my delivery. When I called back, they didn't answer, and when I finally got a hold of them a few days later (after several calls), they said that they weren't the ones who were responsible for scheduling the delivery?!? So, the calls and emails were a stressful, pointless, and time-wasting exercise for me.

Eventually, the second 3rd party service (Deliveright) did get in touch with me. On December 20th, I received a call about scheduling the delivery - the earliest date they could offer was Jan 2nd (at the time). I said "no, that won't work for me, because I am traveling starting Dec 22nd and I won't be home until Jan 9th." Then, on December 27th, I get a call from the delivery service saying the item is scheduled to be delivered THE NEXT DAY on Dec 28th. Luckily, I had given a spare key to a friend who came to help.

Damages to the item My sofa was redelivered to my apartment lobby on Jan 9th still in its wrapping. I had scheduled to have someone come the next day to disassemble and reassemble it in my apartment (to allow us to get it up the stairs). When I opened the wrapping, the sofa was already damaged! A supporting board on the back on the couch was broken and one of the corners was ripped and stained. Given that Maiden promises "white glove delivery" this definitely does not live up to their promise. I will update this review if Maiden provides some sort of compensation or resolution to the...

I can't find my original review on the MH site,  so here it is, along with details  about  my resolution experience with MH.

poor quality control

I purchased a 85" Warren leather sofa. Pros: Manufacturing was quick for custom made furniture. Delivery and packaging were superb. The sofa was very well wrapped. The white glove service provider was on time, professional, and courteous. The sofa comfort and styling, both are great. The low back and cushy seats provide a laid back feel. The leather has a soft, luxurious feel.      (But it does show scratches) The styling is casual but sophisticated. Price? Depends on what's important to you... I shopped online and no one offers the same sophisticated styling with 8 way hand tied springs for even twice the price of this sofa. Cons: Quality control missed 4 things. The initial issue is a ripple of unevenly trimmed leather that telescopes through on the outside of the arm. Maiden Home has agreed with this flaw and has offered to fix it, 4 months after we took delivery of the sofa. To this date, the flaw is not corrected. Because Maiden Home has not fixed the initial issue in a timely manner, we're taking a closer look at the quality of workmanship and found the next three issues. One, the seat height is 16" not 18" as the tear sheet states. Two, the leather is cut too short and shows a raw edge where the bench seat and inside arm meet. Three, the center seam on the front of the sofa, below the cushions, is not centered nor vertical. Its a 1/2" off center and a 1/2" off vertical from top to bottom of the bench below the cushions. The last 3 flaws, I list, have not been addressed by Maiden Home yet, as I just emailed them to customer service before writing this review. The most disappointing point is how this company has handled/ not handled the initial issue in a timely manner.

But resolved!

After several phone calls, a product review and 11 emails written over the course  of 8 weeks, the customer  service  manager agreed to replace our flawed sofa. All product flaws, except  the seat height, were corrected  on the replacement piece.

There was actually  a 5th flaw found  before the replacement  sofa was offered. The flaw, concerning  welting, was also corrected  on the replacement  piece.

Conclusion

It took from November 22, 2020 until June 29, 2021 to receive a sofa which meets MH's claim of being handcrafted to the highest standards by...

Be Weary of Maiden Home. The information they are communicating is false and do not tell the whole story. We purchased a in stock Dining Table that clearly states it will ship in 3-5 days. We got our order confirmation and it states delivery will happen June 16th - June 30th. Essentially they are selling in stock items and then hiring two third party carriers to ship their items and it takes 6 weeks to do so. That item is very much not in stock and should never take 6 weeks to get from North Carolina to Colorado. I own an Interior Design firm and logistics is second nature to us, we pick up goods all the time to make delivery dates. This item could have easily picked up this piece from their warehouse and gotten it here on time for our client. They continually just stood behind their policy that "Pilot does not allow for customer pick ups". Blamed it that we are over 200 miles away, which is just ridiculous and does not matter when carries pick up and deliver in 5 transit days. When I asked why Pilot would not allow for customer pick ups and why is Pilot dictating your shipping terms when it's YOUR product and at YOUR warehouse. Well, it's because they have another third party pick it up from their warehouse and deliver to Pilot's distribution center. I continually asked to pick this up at THEIR warehouse and come to find out, they have other parties manufacture their items and its in their contract they cannot have customer pick up. Also shady. I ensured them this was not a customer pick up, that a carrier would be picking up the freight. Moral of the story, is Maiden Home does not have a proper logistics team in place handling their items and they do not want to go out of their way to help a Trade Partner get an In Stock dining table delivered in time for an Install. We will never use Maiden Home again and will spread the word about how dishonest they are. As of this date, it does not state on their website...