Fabric Samples

Disruption to Orders & Production

Due to the complex nature of a recent change to our business, we have created this page to help answer some of the questions you may have. With reduced resources, slow communication in recent weeks has understandably caused frustration and worry for all of our customers. We would like to take this opportunity to sincerely apologise for this and we hope that this page will be a useful resource which we will continue to keep updated with any new information that becomes available.

If you would like to get in touch with someone in the team, you can contact us using the link at the end of this page.

Please note, due to the high volume of enquiries that we are currently handling it is not always possible to send an individual update on your order if we have not yet received information from our manufacturers or operations team. However, if you have contacted us within the last two weeks or have recently received an ‘order update’ email and letter, then please rest assured that we have your details on file and will be in touch very soon.
Thank you.

FAQs:

In August, after several months of financial difficulty due to the effects of the pandemic and global supply chain issues, Maker&Son Ltd (MSOLD1) was sold as a business to the Inc & Co Group. Immediately, our new owners put into place a rescue plan to get the company back on its feet quickly and with as little disruption to customers as possible.

Inherited with the acquisition were significant debts and unfortunately, after several weeks, all rescue efforts were slowed down due to a series of legal complications which began to run in parallel to the work of our incredibly dedicated teams. As part of this, our operating company also changed from Maker&Son Ltd (MSOLD1) to Maker&Son Ops Ltd.

Despite proposing a reasonable financial plan to settle previous creditors, in October, Maker&Son Ltd (MSOLD1) was put into administration, and more recently liquidation as a result of a secure charge that Barclays had over the business. Unfortunately, along with this process, all customer deposits and any payments made to Maker&Son Ltd (MSOLD1), prior to 3rd October 2022, have now been liquidated.

While we continue trading as Maker&Son Ops Ltd, at our own cost we will be working with customers to fulfil all historic orders and as many refunds as possible from the liquidated company. Unavoidably, there will be significant delays to these orders and some restrictions.

There may be some small delays to new orders in the UK due to the backlog and recent changes, however these remain minimal and we will continue to keep all new customers updated regularly. Globally, the business in Australia operates as an asset of Maker&Son Ltd/MSOLD1 which is currently in liquidation. We are in the process of appointing a new Licensee to take over and provide continuation for Australia and New Zealand customers. Sadly, Maker&Son has currently ceased trading in the US. We hope this is only temporary while we stabilise the UK business and work on a separate strategy to relaunch Maker&Son US in the future.

Our brand and our mission will remain unchanged as we continue to share with the world our passion for natural, incredibly comfortable and beautiful furniture that is designed to support your sense of well-being. We are not changing the way that we make our furniture and we are working with the same makers and local manufacturers as always.


The next steps for customers who placed their order with Maker&Son Ltd (MSOLD1), prior to October 3rd 2022, need to fill out our ‘Customer Options’ form, which transfers your order over to the new company and enables us to fulfil your order. If you have not yet received your form, please fill out this form urgently as this must be submitted by no later than 31st December 2022.

For any customers who placed their order after 3rd October 2022 (with Maker&Son Ops Ltd), this is as normal although may be subject to some delays as a result of the backlog in production.


We are in touch with a small number of customers whose lead times were mildly impacted around the time of our change in business. Excluding a very small number of very recent Sample Sale & ‘Now’ stock orders, there are currently no delays to new orders. We will continue to keep all new customers updated regularly and will let you know of any delays ahead of time.


The current shortage in staff is across both the Customer Service and Sales teams.

To better manage workflows and response times from our teams, we have temporarily removed our phonelines and the Customer Service and Sales team will now be available by email only. Response times are currently much slower than usual but the teams will respond as soon as possible. Please note that the social media team are not able to answer specific customer queries and all communication must be made via email with our Customer Service Team (customerservice.uk@makerandson.com). Our Mobile Showroom and Sussex Showroom services are currently closed, but we look forward to welcoming you to a new experience in 2023.

We have recently changed our delivery provider for delivering Fabric Samples and also changed our internal systems where we receive these requests which has resulted in temporary loss of data and some delays to samples being sent or received. This has now been resolved and we are working through the back log of fabric sample requests to bring these up to date.


Sadly, there will be a number of unavoidable delays to the production and delivery lead times that may have been originally promised.

This is largely due to non-payment of manufacturers prior to the business being sold. However, subsequent legal complications and processes that resulted from the administration and liquidation of Maker&Son Ltd (MSOLD1) has further impacted these delays.

New agreements that had been set up for manufacturers were slowed while these legal processes took place and changes to infrastructure, such as operational systems, CRM and order management, caused some additional delays in data being accessed.

We have also moved premises from our warehouse and offices in Sussex due to the outstanding work with the liquidators which meant for a period of time we were unable to move orders in or out.

We are still understanding the full impact of the delays to orders placed prior to 3rd October 2022 but we will be keeping customers in the UK updated on this regularly and as soon as we learn of estimated completion dates from our manufacturers, we will be contacting customers directly to book their delivery.

We would like to reassure you that with the business going through stabilisation, the full support of the team and with all of our UK manufacturers on board, your order will absolutely be fulfilled by us. We understand that these significant delays will be frustrating to many of our customers, but please bear with us while we take the necessary time to resolve all outstanding enquiries.


Due to the administration and liquidation of Maker&Son Ltd (MSOLD1) customer deposits and funds have been liquidated. Ordinarily, this would mean that customers would lose any monies paid, orders would not be fulfilled, and refunds would not be issued. However, as part of our new operating company Maker&Son Ops Ltd, we have committed to honouring any outstanding orders and as many refunds as possible – at our own cost. There will be significant delays to what was originally promised by the previous company and limitations to refunds.

For customers who have had their refund assigned to Maker&Son Ops Ltd via the submission of a debt assignment form before the cut-off date, this will be issued to you by the date given at the time of the agreement. It is paramount that we are able to continue trading in order to generate cashflow to cover all liabilities so we appreciate your cooperation in helping us to do so.

If you missed the cut off for a debt assignment or originally paid for your order with Maker&Son Ltd (MSOLD1) using a credit card, it may be possible to do a chargeback with your credit card provider in order to be reimbursed the funds you paid to the company. If you wish to do this, you will need to contact and work with your credit card provider directly as soon as possible.

In some special cases, we have been able to offer a credit note. If this is something that you would like to discuss, please email the team to let them know and they will get in touch with any options available to you. Unfortunately, we are not able to offer any further options to those outlined above and contact will need to be made directly with the liquidators of Maker&Son Ltd (MSOLD1)
E: contactus@frpadvisory.com
T: +44 (0)20 3005 4000


Unfortunately, we have very little control over the assets (including furniture and customer orders) that are currently held at the Distribution centre due to the legal process that the liquidators need to follow. This will only affect a handful of customers and we are in communication with the liquidators in order to gain a better understanding of what we may be able to recover and any likely timeframes.

As this has been a complex case and communication through the legal channels can be slow, we anticipate that this may take a considerable amount of time. We are aware of the customers who will be affected by this and will be in touch to work together and find a resolution.


It is likely that your furniture was being held at our Distribution Centre which is now under the control of the liquidators.

Unfortunately, we have very little control over the assets (including furniture and customer orders) that are currently held at the Distribution centre due to the legal process that the liquidators need to follow. This will only affect a handful of customers and we are in communication with the liquidators in order to gain a better understanding of what we may be able to recover and any likely timeframes.

As this has been a complex case and communication through the legal channels can be slow, we anticipate that this may take a considerable amount of time. We are aware of the customers who will be affected by this and will be in touch to work together and find a resolution.


Following three restructuring processes, we have been reduced to a much smaller team within the business, however, the workload and volume of enquiries has increased drastically.

This has been very difficult to manage particularly with very little or no information to pass onto our customers while legal processes must take place and further changes are applied to the infrastructure of the business.

Response times have been much slower than usual; however, our teams are working through the backlog of enquires as fast as they possibly can. Alongside the work to transfer historic orders to the new company, we have provided our Sales Fulfilment team with essential training and support they need in order to manage customer enquiries and we are also actively recruiting for additional members to join us across the business.

As part of the process to funnel our enquiries and better manage our workloads we have temporarily removed our phonelines so that the team are able to focus on responding to all inbound enquires in the quickest possible format, which is by email. Please allow at least 10 working days to receive a response from the team at this time, and note that the social media team are not able to answer specific customer queries and all communication must be made via email with our Customer Service Team (customerservice.uk@makerandson.com). Our Mobile Showroom and Sussex Showroom services are currently closed, but we look forward to welcoming you to a new experience in 2023.

For many customers who placed orders prior to 3rd October 2022, we have been awaiting further information in order to provide an update. Unfortunately, without this information we have not been able to give any further detail than the general communication that we have been able to send out to all customers. As soon as we have confirmed information on your specific order, we will be able to get in touch directly to update you.

Please rest assured, if you have contacted us within the last two weeks or have recently received an ‘order update’ email and letter; we have your details on file and will be in touch very soon.


Currently, we have not yet received updated completion dates for every order, however, we are providing a general update fortnightly as well as updating customers directly each week as soon as we receive any specific information relating to their order.

We are expecting to receive updates for every customer order from our manufacturers over the next 4-8 weeks and will be in touch with you directly the moment that this is with us and we are confident that it is accurate.

If you have not yet received direct communication on your specific order, please bear with us while we await further information. We will keep you updated as regularly as possible and we apologise that not everyone will have received personalised 1:1 communication at this time. This is due to a large volume of enquiries and reduced resource within our teams.


Understandably, this has been a very worrying time and the significant delays and uncertainty has been very unsettling. We appreciate that customers make not only a financial commitment but an emotional one too.

Unfortunately, the transition of our business has been turbulent and the situation has been changing constantly. This meant that we have not been able to provide the regular, accurate communication to customers as we’d have liked to and response times have been much slower than usual following the restructuring of the business and much smaller teams.

Due to the administration and liquidation of Maker&Son Ltd (MSOLD1) customer deposits and funds were liquidated. Ordinarily, this would mean that customers would lose any monies paid, orders would not be fulfilled, and refunds would not be issued. However, as part of our new operating company Maker&Son Ops LTD, we have committed to honouring all outstanding orders and as many refunds as possible – at our own cost. There will be significant delays and limitations to what was originally promised by the previous company.

Regrettably, frustrations have been further exasperated by slow response times and outage in our telephone lines. As part of the process to funnel our enquiries and better manage our workloads we have temporarily removed our phonelines so that the team are able to focus on responding to all inbound enquires in the quickest possible manner, which is via email.

We wanted to provide customers with a clear picture of the current situation and how it may affect their order. However, with the situation constantly evolving, planned customer communication was often received out of date or and the incorrect information was being shared. This meant that we became reactive rather than proactive and, in the process, this led to damage in confidence and trust with our customers where they have been left without communication for several weeks.

This was never our intention and we are taking on the feedback provided within the reviews and from our customers directly and are working hard to improve our infrastructure, approach and resource which has been incredibly difficult to manage in recent weeks.

Negative reviews are extremely harmful and affect our ability to trade and generate the revenue needed to resolve outstanding customer orders and refunds from the liquidated company. Equally, fake positive five-star reviews are even more damaging to us as a business but also to customer confidence and trust. Creating fake reviews has not been orchestrated by Maker&Son or any of its teams. We continue to follow the guidelines provided to us by Trustpilot and Google to flag these for investigation to be removed from public view. Frustratingly, this process can take around 10 working days from the date of flagging for Trustpilot to action and sometimes longer on Google. These have caused an incredible amount of frustration to our business.

We fully understand the importance of review sites and this feedback is incredibly useful to us in improving what we do. As resolutions are being delivered to customers, we do occasionally ask if customers are happy to update their review to in order to provide a complete and balanced view of their experience. This is included in our debt assignment agreement for any customers who have had their refund assigned to Maker&Son Ops Ltd.


In August, Maker&Son Ltd (MSOLD1) was sold to the Inc & Co group as a distressed business. As part of this acquisition, a strategic financial plan was put in place by the board of new owners to manage creditors over a short period of time. Unfortunately, one creditor was not in agreement, despite our full commitment to fulfil all creditor obligations, which forced Maker&Son Ltd (MSOLD1) into administration and more recently, liquidation.

Due to the administration and liquidation of Maker&Son Ltd (MSOLD1) customer deposits and funds were liquidated. Ordinarily, this would mean that customers would lose any monies paid, orders would not be fulfilled, and refunds would not be issued. However, with ownership of the Maker&Son Brand and IP and as part of our new operating company Maker&Son Ops LTD, we have committed to honouring all outstanding orders and as many refunds as possible – at our own cost. There will be significant delays and limitations to what was originally promised by the previous company.


If you have not already been in touch with us, we are available to answer new customer enquiries from Monday to Friday (excluding Bank Holidays) via email (10:00 – 16:00), or by using the form at the end of this page. Response times are currently much slower than usual but the teams will respond as soon as possible. Please allow at least 10 working days to receive a response and note that the social media team are not able to answer specific customer queries and all communication must be made via email with our Customer Service Team (customerservice.uk@makerandson.com). Our Mobile Showroom and Sussex Showroom services are currently closed, but we look forward to welcoming you to a new experience in 2023.

We understand that you will be keen to hear from us in regards to any outstanding enquiry, however, due to the high volume of enquiries our small team is currently handling response times can be slower than usual. If you have already left a voicemail or sent an email, we will get back to you as soon as possible. Contacting the team multiple times through all available channels will sadly increase workloads and negatively impact our response times.

Please be aware that until we receive a completion date from our manufacturers, we will not be able to estimate your delivery date. We expect this information to be with us very soon and will share this with you directly at the soonest possible moment.

Please also note that we recently changed a number of systems to improve our infrastructure. Our telephone number changed to a new centralised number and all personal numbers for the teams have been disconnected along with any individual email addresses you may have. Please find correct information below, which is also available on our website.

The Customer Service and Sales teams are available by email only and response times are currently much slower than usual. The teams will respond as soon as possible, but please allow at least 10 working days to receive a response. Please note that the social media team are not able to answer specific customer queries and all communication must be made via email with our Customer Service Team (customerservice.uk@makerandson.com). Our Mobile Showroom and Sussex Showroom services are currently closed, but we look forward to welcoming you to a new experience in 2023.

Email address: customerservice.uk@makerandson.com
(Monday to Friday 10:00 – 16:00)

You can also Submit a NEW Enquiry Here.


Maker&Son Ltd (MSOLD1) has ceased trading in the US. We hope that while we stabilise the business in the UK, we will be able to work on plans to launch Maker&Son Ops Ltd with a partner in the US in the future.

For customers who placed orders before 4th August 2022 and are still expecting their furniture, a partner in the US has been and is still working to fulfil these. There will of course be delays to what was originally promised but they will be in touch with customers directly with details and updates as sadly we do not have visibility of this supply chain any longer.

Unfortunately, this does not cover any customers who requested a refund with the previous company and potentially some customers who are awaiting resolutions or are wanting to make a return.

The US business was set up as an asset of the company and with all assets now sitting with the liquidators of Maker&Son Ltd (MSOLD1) in the UK, any customers in the US with outstanding order resolutions or refunds will now need to contact the liquidators directly. If you placed your order using a credit card, it may be possible to do a chargeback with your credit card provider to recover any funds paid.

FRP Advisory
E: contactus@frpadvisory.com
T: +44 (0)20 3005 4000


Yes, we are delighted to confirm that we are working with the same makers and manufacturers as always, and they are committed to producing our luxury handmade furniture in the same way. We have no plans to change this and sustainability firmly remains as one of our key priorities.

Our brand and our mission will remain unchanged as we continue to share with the world our passion for natural, incredibly comfortable and beautiful furniture that is designed to support your sense of well-being.


Due to the turbulent changes we have undergone as a business there have been a number of factors that have caused delays to customer orders.

Non-payment to manufacturers prior to sale of the business in August 2022. New agreements for manufacturers had been put into place as part of the rescue plan by our new owners but had to temporarily pause with the administration and liquidation process of Maker&Son Ltd (MSOLD1). This caused further delays to promised historic completion dates and lead times. We are making positive progress with our manufacturers and have been able to fulfil a number of historic orders to date and will continue to do so over the coming weeks and months.

Change in infrastructure. The systems in place prior to the sale of the business did not allow the efficient processing of orders and with reduced teams following the restructuring of the company, new systems were essential in moving the business forward. We overhauled our email, phone, CRM, and order management system, as well as our website, and currently our payment gateway. This extensive change was also completed in a very short amount of time due to non-payment of third parties from prior to the sale of the business.

Team resource. As mentioned, the teams have been through three restructuring processes in the last few months – one prior to the sale of the business, one under new ownership, and one recently by the liquidators of Maker&Son Ltd (MSOLD1) following the reversal of TUPE.

Moving premises. In November, we moved premises from our warehouse and offices which are now being managed by the liquidators along with any assets belonging to the previous company. Prior to our move and during negotiation with the liquidators, we were temporarily unable to move stock in or out of our distribution centre which caused delays to deliveries that had been planned and scheduled. These deliveries are now being worked through with our delivery partner to be rescheduled as soon as possible.

Any assets or furniture that was in dispute over ownership has remained with the liquidators. We are working with them and our operations team to establish what, if any, impact this has on customers.


Orders and operations in Australia and New Zealand have been unaffected up until 21st of December 2022, when we were made aware of an update to the business in Australia that may affect some of its customers.

Customers with an outstanding order:
The Australian and New Zealand businesses are owned by and are assets of Maker&Son Ltd (MSOLD1). These businesses were license holders of the Maker&Son Brand and IP and were directed to continue trading by administrators following the administration of Maker&Son Ltd (MSOLD1) on 3rd October 2022. With the administration of Maker&Son Ltd (MSOLD1) having now changed to a liquidation, all assets of Maker&Son Ltd (MSOLD1) and any funds within those businesses are now under the full control of the liquidators, FRP Advisory.

Due to this change of control, the Australian and New Zealand businesses have now ceased trading and therefore the use of the Maker&Son Brand and IP has been revoked and is not available for use by the liquidators. Production and operations have been temporarily paused. We are currently in the process of appointing a new Licensee in Australia, whom we are in discussions with, and will be able to provide continuation in Australia and New Zealand to fulfil any outstanding orders and resume trading.

Please be aware that any company posing as a Maker&Son manufacturer, or ‘Molmic’, along with any previous member of the team, including the General Manager for Maker&Son Ltd (MSOLD1) in Australia & New Zealand (Liz Jamieson), are not legally authorised or able to fulfil your order, or request any outstanding payments. We would strongly advise that you do not make any further payments to them if approached.

We anticipate, but cannot guarantee, that the process of appointing a new licensee will take approximately 6 weeks to conclude with minimal impact on outstanding orders. However, if you were due to receive your delivery in December, January, or February - unfortunately, this may not be possible given the necessary time required to conclude this process in its entirety.

Please note that the business in the UK is run as a separate entity so we do not have access to the same information or accounts as the businesses in Australia and New Zealand. However, we are happy to be a point of contact for customers until a new licensee is appointed and we will keep customers updated on any delays and if anything changes. Further updates will also be regularly provided via this page.

We are happy to transfer and complete existing orders at no additional cost, other than any outstanding amount due on your invoice. If you would like us to manufacture your order through our new licensee, please reply to the email that has been sent from our Managing Director in the UK (Dan Shaw) in order to confirm and we will communicate any updated information to you as soon as possible. If you have not received an email from us, please contact our Customer Service team in the UK urgently: customerservice.uk@makerandson.com. Please note that response times are currently much slower than usual and it can take up to 10 working days to receive a reply.

If you are awaiting a refund or would like to request a refund:
You will need to contact the liquidators who now control all funds within Maker&Son Ltd (MSOLD1), including the businesses in Australia & New Zealand. If you placed your order using a credit card, it may be possible to do a chargeback with your credit card provider to recover any funds paid.

FRP Advisory
E: contactus@frpadvisory.com
T: +44 (0)20 3005 4000
We are very sorry for the disruption this may cause and we look forward to welcoming our new licensee in the new year.


Get In Touch:

If you have been affected by any of the recent changes to our business and have not yet been in touch with anyone, you can submit a new enquiry using link below.

Please note, due to the high volume of enquiries that we are currently handling it is not always possible to send an individual update on your order if we have not yet received information from our manufacturers or operations team. However, if you have contacted us within the last two weeks or have recently received an ‘order update’ email and letter, then please rest assured that we have your details on file and will be in touch very soon.

Contact Us:

This page was last updated on 9th January 2023.