Awful experience. Ordered and had to wait nearly a month for the order. After consistent back and forth I finally received. No good gesture of refund, only excuses about product shipping delays. If yo... Ver mais
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Veja o que dizem as avaliações
Absolutely no honesty or transparency. I placed an order in November and had so many broken promises for delivery times. I was so excited about this company and their products but it is unacceptable t... Ver mais
The products feel very clean without drying out the skin which I really appreciate since I have really dry skin. I also really love the black soap combines with the exfoliating glove for my keratosis... Ver mais
A empresa respondeu
As someone used to Moroccan hammam products, I was honestly impressed. The textures feel authentic (especially the black soap), and the whole experience really reminds me of a proper hammam at hom... Ver mais
A empresa respondeu
2,6
Ruim
72 avaliações
Respondeu a 71% das avaliações negativas
Normalmente responde dentro de 2 semanas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Disappointed!
I placed my order back in December and it’s now March and I still haven’t received it. If only I had checked the reviews beforehand, I definitely would not have gone ahead with the purchase. This has been a very disappointing experience.
I’ve been trying to get a refund, but the process has been extremely slow and frustrating. They keep dragging things out and faffing about instead of resolving the issue. I really regret buying from here.
Overall, the service has been awful and I would not recommend this company to anyone.
26 de dezembro de 2025
Avaliação não solicitada
Resposta de Maisonzee
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
I had to write an update review.
I had to write an update review.
Maisonzee actually listened and took opinion of their costumers to the heart and the communication became excellent. Frequent updates on the situation were really helpful.
I have now received my product and got a sincere apology from the team.
The product itself looks lush and packaging is really beautiful.
Smells amazing and I am excited to try them.
11 de março de 2026
Avaliação não solicitada
Resposta de Maisonzee
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
Ordered at the beginning of December
Ordered at the beginning of December, still not received. Now getting no responses to complaints and chasers
6 de março de 2026
Avaliação não solicitada
Resposta de Maisonzee
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.
The worst business I have ever encountered
I placed an order on 11 November 2025 with a stated 6–8 week dispatch timeframe. It is now almost four months later and the order has still not been fulfilled.
Since ordering, I’ve been given multiple different explanations for the delay. First it was production delays in Morocco, then I was told some items had arrived and I could pay extra for partial shipping. After that, I received no replies to 8 follow-up emails. Later I was told there had been a “technical email issue.” Then I was told the shipment was stuck in customs. Then I was told it had arrived at their warehouse and would be dispatched on Friday/Monday. Most recently, I was informed there is now a stock shortage affecting items in my bundle.
At every stage, the timeline has shifted. I had to repeatedly chase for updates, and communication was inconsistent throughout. There were long periods with no response at all.
I understand that small businesses can experience delays. However, nearly four months without fulfilment, combined with changing explanations and lack of proactive communication, is not acceptable.
Based on my experience, I would strongly NOT RECOMMEND THIS BUSINESS EVER.
4 de março de 2026
Avaliação não solicitada
Resposta de Maisonzee
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
Scam
Scam. Ordered over 3 months ago. The response is always the same and untruthful.
2 de março de 2026
Avaliação não solicitada
Resposta de Maisonzee
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
Miss Hammam Bundle
I was very happy with my Miss Hammam set and it left my skin feeling very nice and clean, it is definitely a good addition to your everything shower. Understandably, people are not happy about the long wait for the delivery to arrive and I too did wait a while for my delivery, however the person who responded to me very very prompt in their replies. I did need to chase up for a follow up however the team were happy to provide a response usually within minutes to a few hours of sending the message. They explained the reason why delivery was late and when the estimated time frame would be to receive the delivery. Overall I was very happy with my order after using it and felt my skin feeling much smoother and brighter following the exfoliation and I would be happy to order again.
28 de fevereiro de 2026
Avaliação não solicitada
Resposta de Maisonzee
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,
This place is an absolute SCAM do not…
This place is an absolute SCAM do not purchase from them they have taken money out of my account 2x without me even knowing about it
27 de fevereiro de 2026
Avaliação não solicitada
Still waiting for products, no communication.
Sadly, I'm joining what appears to be a growing number of people who have purchased a bundle and have yet to receive it.
Not only that, when I orignally emailed asking about where it was, they were speedy enough to let me know the timelines. However, once that timeline was up and I still hadn't received it, I asked for a refund (I've emailed on 3 occasssions asking for a refund) and now i'm getting radio silence.
It's a shame as the products look great but the headache of either getting your products or getting a refund isn't worth it. I can't believe the site hasn't been taken down for being a scam to be honest.
26 de novembro de 2025
Avaliação não solicitada
Resposta de Maisonzee
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.
Please steer clear
Please steer clear. Order over 8 weeks ago and received nothing till date. No periodic updates when I did enquire in the middle received a snooty reply. When the company went way past the expected delivery date even then they did not reach out. I didnt get a response until I said I am giving them notice that I will be raising a bank dispute. Got back to me saying there was a technical issue and a was custom hold up, offered a refund and said I had the option to wait for items, which never arrived! As of yesterday I received confirmation that my refund has been issued with 20% off from my next order. Judging by all the other reviews on here and the poor customer service here's hoping I receive my refund!
24 de fevereiro de 2026
Avaliação não solicitada
Resposta de Maisonzee
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.
I placed a order on the 15/11/25 for…
I placed a order on the 15/11/25 for just under a £100.00 and have received nothing from them other than one misspelt response , asking for my order no which I replied to them with it . Since then nothing although I have sent several emails and tried calling the two contact numbers they provided , of which are no longer available, also sat for over 35 mins on live chat waiting to have a live chat but nothing . I would avoid this company like the plague absolute scam . I will getting in touch with credit card provider!
STAY CLEAR !!!
15 de novembro de 2025
Avaliação não solicitada
Resposta de Maisonzee
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
Ordered product mid December and still…
Ordered product mid December and still waiting I emailed in January to explain shandy received and they said 6 to 8 weeks to prepare product has now been 9 weeks emailed twice since and been ignored. Very poor customer service
17 de dezembro de 2025
Avaliação não solicitada
Resposta de Maisonzee
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.
Awful customer service
Awful customer service - order never arrived and when attempt was made to contact the business all enquiries were ignored.
20 de fevereiro de 2026
Avaliação não solicitada
Resposta de Maisonzee
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.
Scam
I ordered from them on the 28th of October 2025. It is now the 16th of February and they have still not sent my order. The promise of a pre order (which I wasn’t actually aware of when I ordered) was 6-8 weeks.
I emailed on the 6th of this month and they advised they would send it out next week (9th-13th) and this never happened.
Passive aggressive email replies when I tried to ask about a delay in my order at first riddled with spelling errors and a spam copy paste of their business motto, and months later clear use of AI to reply instead. Safe to say I will never be ordering from this company again.
16 de fevereiro de 2026
Avaliação não solicitada
SCAM
Ordered early November, emailed in December was told that they had first lot of orders come in and mine would be with next lot of orders that come in. Emailed January asking for refund, this is what I received.
Hope you are doing well. We understand your concerns as you have not received the order yet.
We wanted to be completely transparent and share a little context with you. The first batch of the shipment has arrived, however the second batch is currently facing a delay. Unfortunately, our supplier also made an error and sent only half of the bundled items in the first batch, which has affected our dispatch schedule.
Please rest assured that we are actively following up to receive the remaining items as quickly as possible, and we will dispatch your order as soon as it is complete.
Each Maison Zee ritual is freshly handcrafted in Morocco using authentic ingredients, designed to bring you a truly luxurious hammam experience at home. We know how eager you are to enjoy your rituals, and as the saying goes, good things take time — and we promise it will be worth the wait.
We truly appreciate your patience, understanding, and continued support. It genuinely means so much to us as a small, independent brand, and we are incredibly grateful to have you supporting what we are building.
As a thank-you, we’d love to offer you 20% off your next order. Simply use the code MAISON20 at checkout whenever you’re ready.
Thank you again for your patience — we can’t wait for you to experience a little Moroccan getaway through your Maison Zee rituals very soon.
Best Regards
Miss Ash
SCAM
14 de fevereiro de 2026
Avaliação não solicitada
Avoid! Scam…
I placed my order in November and still have not received the product. Since ordering, I’ve repeatedly been told that it’s a pre-order and that delivery is coming soon, but months have now passed with no item delivered.
The biggest issue has been the lack of clear communication. There have been delays, but no proactive updates. As a customer, it’s frustrating to keep being told it will arrive “soon” without any actual dispatch confirmation.
Unfortunately, this experience has been disappointing and has not met expectations in terms of service or reliability.
1000000% Avoid!
14 de fevereiro de 2026
Avaliação não solicitada
Awful and scam
Awful and scam. Ordered on 26 Dec 2025 and not received yet. Absolutely no tracking updates, response to emails, Instagram dms, filing complaint on shopify does nothing. Highly unprofessional for products that are so expensive as well, just gives off scam to be honest. How is such a company even running? Please do not buy.
26 de dezembro de 2025
Avaliação não solicitada
Resposta de Maisonzee
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 :)
Product still not arrived after 3 months
I ordered a bundle on 18/11/2025. After a couple of weeks of not receiving the product, I emailed customer service to find out the status of the product, to which I was told it was a pre-order and will take 6-8 weeks. I was never notified of it being a pre-order at the time of purchase, however, I was happy to wait as I appreciate it's a small, independent business and I loved the idea of the product being sourced from Morocco.
Since then, I have still not received my product. I enquired again, to which I was told they have changed their logistics process and the product is being delivered by land, and therefore there is a delay to my product.
It has now been 3 months since I purchased the product and nothing has arrived, and no response from the customer service team.
It's situations like this that put people off supporting independent businesses. If there was communication from the beginning to confirm it was a pre-order and that the product may take months to arrive, then I would have no reason to be frustrated, but it feels like every time I message customer service I am met with a different excuse.
This is ultimately what leads to people to leave negative reviews on Trustpilot as it seems to be the only way people can actually receive any type of response.
Looking at their social media profiles, it seems a lot of people use this product which baffles me because if it's taking 3 months on average to deliver the product, why do so many people have access to it? Seems to me that their main concern is ensuring the influencers get what they need for free and everyone else who has paid and spent their hard-earned cash just needs to sit back and wait.
18 de novembro de 2025
Avaliação não solicitada
Resposta de Maisonzee
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
Missing order No reply to complaints .
Beyond useless !!! My order never materialized… Shopify ..another useless
platform has no way for you to connect with them . I am beyond frustrated and relieved that it was just a small trial order . Do not order from them ! I have sent 3 emails over 2 weeks and still had no response .
3 de fevereiro de 2026
Avaliação não solicitada
I’m in love with the hammam set and…
I’m in love with the hammam set and especially the argan dry bodyoil it leaves my skin feeling amazing. Recommend!
9 de fevereiro de 2026
Avaliação não solicitada
Resposta de Maisonzee
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,
Amazing products!!
For a small business these products come like luxury products. It was so worth the wait. I’m loving my maison zee body oil!!
7 de fevereiro de 2026
Avaliação não solicitada
Resposta de Maisonzee
Dear Erin
Thank you so much for your kind words! We're thrilled you're loving the body oil and that the wait was worth it. Every product is crafted with care using ingredients sourced directly from Moroccan artisan cooperatives, so it means the world to us when customers appreciate that attention to detail. Enjoy your at-home spa ritual! 🤍
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