Maiden Home

Worst experience. DO NOT BUY MAIDEN HOME. Our jones couch cushions sunk in completely making the couch entirely unusable in only a couple of years. We then got the dune as a replacement and they sent us the wrong dimensions and refuse to exchange, despite the fact that they were the ones who made the error in dimensions. The quality is terrible and their customer service is rude and unprofessional. Even if they respond here I’m sure they’ll refuse to actually take accountability and make things right.

Be warned! I’ve had issues with pilling fabric, saggy pillows, a squeaky frame, and cushions that don’t fit. Customer service doesn’t help. They say they will; and they comment on every negative review I see that they’re working with the customer to resolve - but for me it has been a YEAR and they’re still re-making pieces, messing up the order, etc. I do not recommend!

Do not order anything from them. I ordered a warren sectional and they sent a defective sofa. The first major flaw I noticed was lose staples all over the cushion covers. I didn’t want to accept the delivery but was told it was in my best interest to by maiden home and they they would send a professional out to “fix” it and replacement covers for the ones covered in staples. A month or so later the professional comes out and says this couch is so defective it won’t last a year- seams splitting, excess fabric rolled and stapled up making lumps everywhere, visible stapling, etc. He writes a report and takes photos and emailed them to me and maiden home. Terrible customer service, took too long to refund me when they were 100% in the wrong and the delivery company they had damaged my floor. Wish I could give zero stars a complete waste of time, energy and money and still without a couch.

I bought their Warren sectional sofa that my husband and I have been using for about a year. I’m disappointed with the quality and construction. When I left a review on the company’s website after they asked me several times to review, I complained that the fabric grabbed fuzz, hair, threads from clothing. They responded by telling me to weekly clean using a fabric shaver with a link to one on Amazon. I suppose I’m offended because my last sofa was a white chenille I owned for almost 20 years but it didn’t require the daily maintenance this one does. The sloppiness they explained could be solved by “Regulating the cushion in your home would allow for the cushion insert to redistribute the interior fill to regulate your cushions, unzip the back zipper and grab the bottom edge of the cushion. Firmly shake and pat the cushion.” I understand having to do that once or twice a year, not weekly. The slump, the feeling as though I’m sitting in a hole due to the frame of the sofa being about 4” higher than the platform that the seat cushions sit on, has no remedy other than placing a thick board under the seat cushions, which I have done. I’ve never seen a sofa where the frame under one’s knees sits so much higher than the seat. I’m in my 60s, I’ve owned dozens of sofas and have never purchased such a disappointing piece of furniture. This furniture is subpar and very high maintenance. A waste of my money.

I ordered a Jones Modular and my order was confirmed on Monday, July 25th. I made a material choice of velvet trying to stay in budget, but found myself regretting not going for my favorite, but more expensive material - mink mohair. I first reached out to the customer service team on Friday, July 29th asking if my order could be updated to the more expensive fabric option. The fabric change I requested would have made my order $5000+ more expensive, but it was a good decision for me. The customer service team told me that since velvet material was already ordered, they would be charging me a 10% fee ($700+) - even through I was requesting to keep the same frame and swap material for the more expensive option. This company charges the SAME 10% restocking fee when they build the furniture, cut the fabric, ship the furniture to a customer and the customer decides to send it back. I simply requested to choose a more expensive fabric within the same week of ordering, but I’m being charged an equal fee. Make it make sense? I let the customer service team know I was confused and disappointed to find that I’d be charged the same fee as someone who sends a completed piece back to the company after receiving. They could only reiterate their policy with no further explanation. I wasn’t at all against paying a fee for the order adjustment as I know it’s not convenient for the Maiden Home team to order a different fabric. I spent about 2 years in search of the perfect piece of furniture and thought I chose to do business with a great company, but it seems they’d rather be rigid about collecting a 10% fee over making a more expensive sell, gaining future business and keeping a loyal customer.

We were so excited when we ordered our new couch and were looking forward to it. However, when the couch arrived, it was nothing like it was promised. The couch was delivered a week later than expected which was less than ideal but we were ok with. When it was finally delivered, there were 2 delivery people who never asked to take their shoes off when entering our residence. They stomped all over our new rug with their dirty shoes. They did not seem to know what they were doing and were justly struggling and yelling at each other. They also told us they placed wrong screws in incorrect places but not to worry because they “should hold.” They did not clean up afterwards nor did they set up the pillows as promised. They even left garbage as they rushed out the door. A “white-glove” installation was promised on-line. This was far from it! After they left, we realized they had scratched up our hardwood floor and even made a deep dent it in that they never told us about! And on top of that, they didn’t even have the complete delivery (one other side of the couch cushion was not delivered)! The furniture is nice but the table end of the couch had significant scratches on it. We called and emailed Maiden Home immediately but so far have not gotten any fruitful responses. They don’t seem to care about the floor damage or that the delivery was suboptimal. For the amount of money we spent, we had high expectations. Instead we are quite disappointed with the entire process. I would not recommend this to anyone!

I ordered a Varick from Maiden Home and I'm thoroughly disappointed with customer service and logistics. Since the day I ordered this couch through my decorator I stressed the timeline needed and if it would be able to be met. How is it possible that a couch takes 5 weeks from the date of completion to get to me? Unreal. When I call customer service they all give me the same canned political response. I need answers, Not the white glove service reply that I could care less about. I just need to know where my couch is and how I can get my couch in a timely fashion. They don't disclose the carrier that picks it up at the manufacturer and can't explain why it takes 5 weeks, Just that it's a white glove service? Minor caveat, but how is it that they wont disclose who is the maker of their couches in North Carolina??? Does anyone else find that strange?

I purchased the Dining table, Varick sofa and Wyeth bed from Maiden Home. I love their beautiful design (looked around but could not find anything comparable) and the service. I'm planning to buy the perry chair next.

extremely happy with the Reade Dining table. We searched high and low for a solid wood dining table that was made here in the US. and was truly handcrafted that didnt cost 10k+. I was very concerned about buying a dining table online as I recognize the quality and heft of wood can be hard to perceive through nice photos. We have purchased coffee tables from CB2 for example in the past and in person you can just tell its cheap CB2 furniture. This table really looks even better and higher quality than the photos. Its extremely solid and sleek and I think an heirloom piece for us we will enjoy for years to come. Great experience overall!

I am obsessed with my Maiden Home furniture. I have arrayed every room in my home with at least one or two or more pieces, and I found it helpful to have the help of a Designer to help me decide what styles and fabrics to select for my home. It was even more critical as my project progressed because I wanted to make sure my sections blended with the pieces already delivered. I also found it to be very inspiring to have someone to collaborate with. Thank you!

In summary, MH’s response to the problem below is not indicative or within the spirit of a business trying do the right thing for their customers. This includes accepting accountability for mistakes when they happen. Unfortunately, it has been a very costly experience as the refund is subject to a 10% fee in addition to providing MH with full reimbursement for their shipping expenditures and any costs relating to damages that may occur on its way back. Problem: I informed MH I received 2 sofas in a light gray color which should have been in a darker gray color; for this reason I needed to return them. I also stated I felt it was reasonable to expect to be refunded the full amount of the purchase given the circumstances. I sent 3 photos to support my claim. 1st photo - the shade of the swatch I received is a darker gray than the swatch attached to the sofa. 2nd photo (fabric selection web page) - the shade of the sofa is presented as dark gray for the “Night” fabric and comparatively the same to the swatch I received. 3rd photo (web page called “shop the look”) - the shade of the sofa is light gray for the “Night” fabric showing a close likeness to the sofas I received. Regarding the 1st photo, MH stated a slight variation is to be expected and their teams confifrmed it was within tolerance of what they expect for the variance in color. Regarding the 2nd & 3rd photos, MH explained the difference of surrounding colors and tones played a large role in how the fabric appeared fully upholstered in the 2 photos. I assume their use of the word “large” is meant to explain the large color difference between the 2 photos on their website for the same fabric. Within a week of having received the 3 photos, MH modified the color on the “fabric selection” web page to represent a lighter color of gray for the “Night” fabric. One can surmise the prior image in the 2nd photo showing the “Night” fabric as dark gray was in error. Irrespective to MH’s error in representing the “Night” fabric as a dark gray color as seen in the 2nd photo, MH fails to acknowledge this was the color depicted in the photographic image at the time of my purchase, which held the promise of what was expected to be delivered.

I ordered a sofa from Maiden Home and so far I am extremely disappointed with this company. I got rid of my other sofas to make room for it a few days before the scheduled delivery, only to discover 3 days before the scheduled delivery that they wouldn't be able to deliver it on Monday after all. I understand that there are supply chain issues, but cancelling a delivery a couple of days before is unacceptable. Not only that, but they wouldn't be able to make the delivery for almost another 2 weeks! There didn't appear to be any real concern that they were inconveniencing me, and no offer of any compensation. (We have no furniture to sit on in our living room.) I spoke to Juni, the manager, who was supposed to get back to me yesterday, but never did. I've been working with another high end furniture company, and they have always been able to tell me when the furniture would be in, and have never cancelled my delivery last minute, ever. I wouldn't recommend this company unless you are okay with last minute cancellations.