UPDATE: Within 36 hours of my wife and I posting about our experience on a few platforms, Masaya…read morerefunded our money in full, 11 weeks afer their shipping agent picked up the defective chairs.
///////////Original Review:
Caution: I experienced a very long delay, received 4 flawed chairs (out of 6 total), and have not received a refund more than 2 months after returning the chairs. Masaya has repeatedly failed to follow-through or follow-up. And they have offered only implausible and inconsistent excuses about why.
Here's my experience:
Having previously purchased a well-made coffee table from Masaya, I ordered 6 woven dining chairs in November 2023. At that time, Masaya provided an "estimated lead time" of "10 to 14 weeks."
Ultimately, the chairs did not arrive until just a few days short of 24 weeks (six months), in mid-May 2024. I promptly inspected the chairs and found that 4 of the 6 had clear manufacturing defects that never should have passed quality control inspections. Wood was nicked or stained with spots of finish. Legs were uneven. Glue stained the woven backs. And most glaringly obvious: one of the strings, dead-center, at the top of the chair's woven back, was snipped and hanging loose. The very same day, I contacted Masaya about this.
Unconfident that Masaya could provide replacements free of defects, and unwilling to wait another six months (or more), I opted for a refund. I carefully re-packed the chairs in their original packaging, and Masaya's shipping agent (Pilot Maersk) retrieved them from my home by the end of May 2023.
I subsequently contacted Masaya, multiple times, about the status of the return and my refund. Masaya confirmed that they had received the chairs and promised to process the refund; but the refund never appeared, and Masaya never followed-up.
Two months later, I contacted Masaya, again. For the first time, Masaya claimed that they had had difficultly processing my refund because I made the purchase using PayPal. (I paid for the purchase using a credit card with PayPal as the payment processor.) This was the first time, in over two months, that anyone at Masaya had ever made such claim. (And, if that was really the case, someone from Masaya should have proactively contacted me.) Masaya asked for another way to provide a refund, and I provided them with my checking account details, so that they could send the refund via ACH.
The Masaya representative claimed that Masaya must wait 8 business days to process a refund via ACH. (I work for a bank, and I know of no reason that should be the case.) Eight days came and went, and Masaya had not processed the refund.
I followed up, today, and the Masaya customer service representative claimed that my "case was still pending" and that they could not process the refund because of their "financial obligations."
I caution you against doing business with Masaya, given my experience. Delays can be very long. Products might be obviously flawed. And you cannot trust that Masaya will provide a refund if needed.
