Maisonzee Reviews 73

Antwoord van Maisonzee

26 mrt 2026

Dear Aish, I'm so sorry for the experience you had with us, waiting from December until March for your order is completely unacceptable, and I fully understand your frustration. I can confirm that your refund has now been processed as requested, and I hope it reaches you promptly. I'm truly sorry we let you down, and I hope one day we get the chance to show you the experience you deserved from the start.

The Maison Zee Team

Antwoord van Maisonzee

11 mrt 2026

Dear Lucie
Thank you so much for taking the time to update your review – it truly means the world to us.

We're grateful you gave us the opportunity to make things right. Your feedback helped us improve our communication, and we're committed to keeping those standards high for every customer.
We're thrilled your products have arrived safely and that you're happy with them. We hope the hammam ritual brings you many moments of relaxation and self-care.

Thank you for your patience and for being part of the Maison Zee journey.
With gratitude,

the Maison Zee team

Antwoord van Maisonzee

11 mrt 2026

Hey Lovely

I'm truly sorry to hear about the delay and lack of communication on your order – that's not acceptable.
We experienced delays with our preorder fulfillment, which we've been communicating on our social channels, but I understand that doesn't excuse the lack of direct response to your messages. You deserved better communication from us.
To locate your order and give you a proper update, could you please reply with:
Your order number, or
The email address used at checkout
Once I have this information, I'll personally look into it and get back to you within 24 hours with a full update and resolution.
Thank you for your patience.

Antwoord van Maisonzee

11 mrt 2026

Hey Lovely
I am deeply sorry for the experience you've had with your order. Reading your review, I can see how frustrating and disappointing this has been, and you're absolutely right – this is not acceptable.
You placed your trust in us in November, and we've let you down with inconsistent communication and missed timelines. There's no excuse for that, and I take full responsibility.
I want to make this right. Please could you reply with your order number or the email address you used at checkout? I will personally:
Investigate exactly what has happened with your order
Provide you with a full refund immediately if you'd prefer to cancel
Or, if you'd still like to receive your products, send them to you at no charge with expedited shipping
You'll hear back from me within 24 hours with a concrete resolution.
Again, I'm truly sorry. We're a small team that experienced significant fulfillment challenges during our preorder period, but that doesn't excuse the lack of clear, proactive communication you deserved.
The Maison Zee team

Antwoord van Maisonzee

14 apr 2026

Hi, I'm truly sorry for the experience you had and I completely understand your frustration. I want to be transparent , the delays were the result of a genuine supplier shipment issue from Morocco that impacted a number of orders. Throughout this period we communicated updates via our social media channels and reached out directly to affected customers, however I recognise that this wasn't enough and that you deserved a more direct and personal response. I am now personally going through every single affected customer to make sure no one is left without a resolution. Please reach out to us at orders@maisonzee.com with your order number and I will personally make sure your case is dealt with as a priority.

Maison Zee Team

Antwoord van Maisonzee

11 mrt 2026

Dear Shabnam,
Thank you so much for this thoughtful and balanced review – we really appreciate your understanding and patience.
We're thrilled the Miss Hammam Bundle left your skin feeling smoother and brighter! Hearing that it's become part of your everything shower routine is exactly what we hoped for.
You're absolutely right that we experienced delivery delays, and we're grateful you gave us the chance to keep you updated throughout. We're working hard to improve our fulfillment timelines so future orders arrive much faster.
Thank you for your support and for being part of the Maison Zee community. We can't wait to welcome you back!
With gratitude,

Antwoord van Maisonzee

3 mrt 2026

Hey Katie

Thank you for sharing your experience, and I sincerely apologize for the frustration and lack of communication you've encountered.

You're absolutely right to expect better from us. We've experienced unexpected delays with our latest production batch from Morocco, and while we've been actively reaching out to affected customers to provide updates and solutions, it's clear we haven't connected with everyone, and that's on us.

We've been asking customers in your situation to provide their order details so we can prioritize refunds or expedited shipping, but I understand you've already reached out multiple times without response, which is unacceptable.
Please email us directly at orders@maisonzee.com with your order number, and I will personally ensure you receive either a full refund within 48 hours or immediate tracking information if your order has shipped. No more delays, no more silence.

We're a small team committed to bringing authentic Moroccan hammam rituals to the UK, but that's no excuse for poor communication. We're implementing better systems to ensure this doesn't happen again.
I hope we can make this right.

Antwoord van Maisonzee

3 mrt 2026

Hey Bushra

I'm truly sorry for the experience you've had with us. Reading this, I can see we failed you at multiple points from communication to delivery to how we handled your concerns, and I take full responsibility.
You should never have had to threaten a dispute to get a response. That's not the standard we hold ourselves to, and it's not reflective of the care we want every customer to feel.
Your refund has been processed and should reach your account within 3-5 business days depending on your bank. I've also made a note on your account to waive the discount code, you shouldn't need an incentive to trust us again after this experience.

We've been working through a significant backlog caused by customs delays and supplier lead time issues, and while we've been reaching out to affected customers, our communication systems clearly weren't robust enough. We're now implementing automated order updates and stricter internal accountability to ensure no one is left waiting without answers.

I understand if you choose not to give us another chance, but if you do decide to order again in the future, please reach out to me directly and I'll personally oversee your order from start to finish.
Again, I'm sorry we let you down.

Antwoord van Maisonzee

14 apr 2026

Hi Alison, I'm so sorry for the experience you had with us. I can confirm your order was dispatched on 24th February and I have also reached out to you personally via email. I hope we can make this right.

Maison Zee Team

Antwoord van Maisonzee

14 apr 2026

Hi Nichola, I'm so sorry, ordering in December and still waiting in February, with two emails ignored, is completely unacceptable and I take full responsibility for that. We experienced a serious supplier delay from Morocco during this period and some customer emails were missed as a result. I have been personally going back through every case and I would love to resolve this for you directly. Please could you email us at orders@maisonzee.com with your order number and I will personally make sure you are taken care of within 24 hours.

Antwoord van Maisonzee

14 apr 2026

Hi Binita, I'm truly sorry for the experience you had. We went through a serious supplier delay from Morocco which unfortunately impacted a number of orders, and some customer emails were missed during that period, something I take full responsibility for. I have been personally going back through every case to make sure everyone is being looked after, and I have reached out to you directly. I'm sorry we let you down.

Antwoord van Maisonzee

13 feb 2026

Dear Aditi

I sincerely apologize for the frustration and concern you've experienced with your order. I completely understand how upsetting this situation must be, and I want to address your concerns directly.
Your order was placed on December 26th during our preorder period, which carries a 6–8 week dispatch window for our small-batch, artisan-sourced products from Morocco. While this timeline was communicated at checkout, I recognize that we fell short in keeping you updated throughout the process, and for that I am truly sorry.
I've personally reviewed your order and send you email with all the details :)

Antwoord van Maisonzee

11 feb 2026

Dear Amber,

Thank you for taking the time to share your experience, and I sincerely apologize for the frustration and disappointment you've experienced with your order.
You are absolutely right—we failed to communicate clearly about the pre-order status at checkout, and the subsequent delays and lack of consistent updates are unacceptable. There is no excuse for leaving you without answers for three months, and I take full responsibility for this breakdown in our service.
To address your concerns directly:

Your order: I am personally looking into your order from 18/11/2025 and will email you separately today with a full update on its current status and exact delivery timeline. If you would prefer an immediate refund, I will process that right away—no questions asked.

Communication failures: You're right that our checkout process did not clearly indicate the pre-order nature of the Hammam Bundle. Additionally, we recently discovered a technical issue with our email system that meant customer inquiries weren't reaching us, we had no idea messages were going unanswered until we identified and resolved the problem. This is not an excuse, but an explanation: we should have been monitoring our communication channels more closely. We are now updating our product pages to show dispatch windows
prominently and implementing a weekly update system for all pre-order customers.

The logistics delay: We did transition to a land-based shipping route to reduce our carbon footprint and costs, but we underestimated the impact on delivery times and failed to communicate this proactively to customers who had already ordered. This was poor planning on our part.

Influencer concern: I want to address this directly—the customers you see on our social media are real people who have purchased and love their Moroccan rituals, not influencers receiving free products. As a small, independent brand, we don't have the budget for influencer marketing not attending to do to be honest, our products and the authenticity of Moroccan heritage speak for themselves. These are genuine customers sharing their experiences. However, I completely understand the frustration when you're still waiting for your order while seeing others enjoy theirs, and that concern is absolutely valid.

As a small business, we are learning and growing, but that does not excuse poor communication or broken promises to customers like you who have supported us with your hard-earned money. You deserved better from the start.
I would be grateful for the opportunity to make this right. Please expect a direct email from me today

Antwoord van Maisonzee

11 feb 2026

Dear Rania

Thank you so much for your beautiful review! 💛
We're thrilled to hear you're loving your Hammam set, especially the Argan dry body oil. There's nothing quite like that silky, nourished feeling it gives, is there? Our Argan oil is sourced directly from Moroccan artisan cooperatives, so you're experiencing centuries of traditional beauty wisdom with every use.
Thank you for recommending us – it means the world to our small team. We hope your at-home Hammam ritual continues to bring you those spa-luxe moments!
With gratitude,