Maker & Moss — Local services in San Francisco

Unfortunately for the second time dealing with Maker and Moss ordering the same chair I’m really disappointed.

The service and follow up leaves a lot to wish for. Considering the value of the chair, I’d expect a lot better customer service and follow up.

No one has notified me that the process of this chair being delivered to me will be this lengthy. It’s really unacceptable. It’s not a made to order piece. So why is it taking this long? I placed the order on 4/26/23. No oral mention of the time frame for delivery…

Last week I was told the chair is already in North California, and I’m still lacking tracking? I’ve made multiple calls and emails, never received any solid time commitment. I’m promised follow up yet no one does, unless you repeatedly call. Everyone is nice but I didn’t order or pay for nice. I paid for a chair that 5 weeks later isn’t even on a dock of a delivery track.

I really wish I went with another company with...

We've had an exceptional experience shopping for our newly remodeled space at Maker & Moss. Briana has been a pleasure to work with. I love her mellow, no-pressure approach. She had great recommendations and worked within our budget to help us find pieces that worked for our parameters. I really appreciated the design appointment in their beautiful showroom and in a previous visit I was even able to take a sample chair home to try out. We ended up having to exchange our dining table for an unforeseen reason and the return process was seamless. I recently ordered a desk and some side tables and as usual the customer service has been exceptional! I highly recommend Maker & Moss to anyone looking for a personalized furniture shopping experience with high-quality pieces. We plan to return as we continue to work on different areas...

I ordered a magazine rack online from Maker & Moss—my first time shopping with them. I chose to support them because they're based in San Francisco, and after my last visit to the city, I wanted to help support local businesses there.

Unfortunately, the experience was disappointing. After two weeks with no updates at all, I had to reach out myself to cancel the order. While I did receive a confirmation email initially, it simply said I would be notified when the item ships—nothing more.

They need to do a better job setting clear expectations around delivery timelines. If the item isn't in stock and needs to be ordered through a vendor, that should be clearly communicated upfront. A little more transparency would go a long way toward building trust and avoiding...