Industrialmaestro Reviews 204

The product is very good quality, however it would be great if the company worked on its customer service: it took me 6 tries to reach out and, although I finally had a reply, my questions weren't answered.
The terms of return/refund are quite rigid, the item I ordered didn't actually fit - my fault - but I ended up keeping it as the costs of return wasn't worth it. It makes the process of trying out a product feel quite limited and, ultimately, discourages future purchases.

Der Kleiderständer war sehr schön und wie beschrieben. Aber die Lieferzeit war sehr lang(5 Wochen) und Kommunikation nicht möglich. Auf Emails kam nie eine Antwort

Looks well made well great price

Had an issue with the product and had no response from customer service. Won’t be using this outlet again.

Can't get anyone to confirm return address details. Table leg Base far too small - it might sort the weight but it certainly wouldn't be stable, would expect far bigger circumference of base unit for that height. Pictures on website are very misleading (bases look much wider/chunkier) and no sizes for base.
Just want someone from the company to confirm the return address so I can get a quote for returning at my own cost (the only thing they have confirmed so far 🙄).

Edit: Eventually got return instructions and paid a small fortune to return; tracking shows they recieved it back 15/04 but can't get anyone to respond to confirm and c let me know when I'll receive refund!

Product was as described, posted quickly and most importantly... it was packaged really securely and arrived in good condition.

Beautiful rustic radiator shelf excellent quality love it.

I am still trying to obtain a returns authority having emailed three times, spoken with a customer service assistant after MANY phone calls, sent messages via their website 'chat' and had conversations via text messasge. Do not use this company - they do not respond, and are seemingly untrustworthy.

The product is great but it is impossible to talk to anyone to ask for vat receipts and also to chat about the product after delivery. We have left countless voice messages and have emailed so many times. Please get your customer service sorted because your product is good but we need to be able to talk!

I have messaged them on the day of my delivery that I had purchased the wrong size and was asking how I can exchange but until today I haven’t heard anything. That’s now 2 weeks ago.

Great quality product, fast delivery

The wrong item measurement..
We needed 390cm they sent 290
If it was our mistake .we asked for 390 we can return and get the proper 390cm length.
Or just return it and refund us
Non of our emails are being answered
As their website asks for buyet to get seller's permission to post back 1st for returns.which means we are stuck with this.
Non of their phone numbers work.
Emauls not been replied either
Its also too thin for rail on staircase

Fantastic product...Love the set up in my son's room and really helpful at resolving a size issue

Unfortunately the racks i ordered were unsuitable for my walls. I returned the products and have not heard from the company messaged them several times. No refund was issued. Angry and disappointed.

great company with great quality and prices in its products

I would strongly advise others to think carefully before ordering from Industrial Maestro.

I purchased a shelf from them about a month ago, and when it arrived it was not what I believed I had ordered. I contacted their customer service immediately but received no response. After sending multiple follow-up emails, I eventually heard back from one agent who instructed me to return the item to a specific address.

I followed their instructions exactly and returned the shelf. However, the very next working day, the parcel was sent straight back to me without any explanation. To make matters worse, it was left in my blue bin, which I had put outside ready for rubbish collection. It could easily have been thrown away.

The lack of communication, poor organisation, and complete failure to resolve the issue has been extremely frustrating. I have made every effort to sort this out in good faith, but the service has been disappointing from start to finish.

Very poor customer service and a stressful experience overall.

I’ve bought several clothes rails from Industrial Maestro and, while the designs are unique and the products themselves can be very solid, the communication and after‑sales service around my latest order have been extremely disappointing.

One of my original rails arrived with a bracket whose internal thread was faulty, so the grub screw would not hold it in place. After a lot of back and forth over months, replacement screws were eventually sent – but these also did not fit because the thread inside the bracket itself was defective.

I then spent days trying to reach someone via WhatsApp, phone and text, with either no answer or very delayed replies.

When I finally spoke to someone, I asked if they could swap the faulty bracket for a stronger, higher‑priced model and said I was happy to pay the additional amount. I also requested two extra brackets of the higher‑quality model in a specific size, and was told this could be done at a discount and that they would confirm the drawings, sizes and check that what they were sending was not faulty. After that, communication went silent again.

When they eventually responded, the sizes they proposed were wrong and there was further miscommunication. I clarified urgently what I needed, but then once more received no reply to multiple WhatsApp messages, texts, calls and even video calls, despite them appearing online and my messages showing as delivered and read.

Because I need the brackets urgently and no other UK company seems to offer this specific square‑rail bracket, I eventually ordered two brackets directly from their website and received only the standard automated confirmation email – again with no personal response when I politely asked them to double‑check what they were sending.

I understand that small or busy businesses can get overwhelmed, but this pattern of poor communication, long gaps with no response, and unresolved issues around a clearly faulty part has been incredibly stressful and time‑consuming.

I’m now left anxious about whether the new brackets will arrive correctly sized and properly threaded, and I feel that I’ve had to chase far more than should be necessary for a simple resolution.

Industrial Maestro’s designs are distinctive and fill a gap in the UK market, but I would strongly urge the company to improve its responsiveness, quality checks and after‑sales support.

Other customers should be aware that, in my experience, getting timely help when something goes wrong can be very difficult.

The company helped us with a query we had before ordering, then delivered our very well packaged handrail quickly. It was reasonably priced, wasn’t too difficult to put up, and looks great.