Independent profile. Not owned, sponsored or endorsed by Maiden Home.

Maiden Home Reviews, Complaints & Contacts

Maiden Home, Inc., of New York, sells made-to-order furniture online and through flagship stores in New York and Miami. Its own FAQ, Terms and Furniture Warranty set the rules buyers most often need: a free cancellation window of one business day, a 24-hour deadline to report delivery damage, and a 30-day return window with a 25% return fee. BBB shows three one-star customer reviews and Trustpilot a 2.9 average from six reviews; the negative ones concern delivery delays, sagging cushions and refused returns or exchanges. A 2021 federal lawsuit in Manhattan alleging that the maidenhome.com website was not accessible to people with disabilities ended that year after the parties reported a settlement. No published complaint reports are currently linked to this profile.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
PHONE(888) 513-5754Client Services
WEBSITEmaidenhome.com
HEADQUARTERSNew York, NY
PROFILE CHECKED2026-10-27
Submit a Complaint Call (888) 513-5754 Official website ↗
VERIFIED

Contacts

PhoneEmailAddress

Customer service & general contact

Cancel, billing & returns

Other contacts

VERIFIED

Locations

  • Headquarters99 Hudson Street, 9th Floor New York NY 10013
  • Branch office34 Little West 12th Street New York NY 10014
  • Branch office3740 Northeast 2nd Avenue Miami FL 33137
EDITORIAL

Is Maiden Home Legitimate?

BBB, Trustpilot

Legal name
Maiden Home, Inc.
Founded
2015
Business type
New York-based furniture company that sells made-to-order sofas, chairs, beds and tables online and through flagship stores in New York and Miami
Website
maidenhome.comSource: Maiden Home website, checked 2026-10-27
Headquarters
New York, NYSource: Maiden Home Privacy Policy and Furniture Warranty, checked 2026-10-27

Legal name: Maiden Home, Inc., the name used in its Terms, Privacy Policy and Furniture Warranty.

Address: 99 Hudson Street, 9th Floor, New York, NY 10013, per the Privacy Policy and the warranty. BBB lists 85 Broad Street, 30th Floor, New York, NY 10004.

Founded: 2015; BBB lists the corporation as incorporated on February 26, 2015. Founder and CEO: Nidhi Kapur.

Website: maidenhome.com. Showrooms: New York (Meatpacking District) and Miami.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaint count for the last 3 years, review count for all years
3 reviews · 1 complaint · BBB business grade A+ · average customer rating 1 / 5
Trustpilot
6 reviews · TrustScore 2.9 / 5
EDITORIAL

Complaint record: BBB, Trustpilot and posts on this site

No published complaint reports are currently linked to this profile.

BBB. Maiden Home, Inc. is not BBB accredited and has a BBB rating of A+. BBB shows one complaint in the last three years and none in the last 12 months; no complaint text is published. Three customer reviews, all one star, describe a sofa whose cushions sank and a replacement delivered in the wrong dimensions (August 2026); a bed advertised with a six-week delivery estimate that the company later put at nine to eleven weeks after charging the card, with a fee to cancel (July 2025); and repeated delivery delays (November 2023). The company answered the two older reviews. To the 2025 reviewer it said its team had contacted her directly; in the 2023 case it said the truck carrying the sectional broke down and the delivery was completed within 48 hours.

Trustpilot. The claimed Maiden Home page shows a TrustScore of 2.9 out of 5 from six reviews: two five-star, one four-star, one two-star and two one-star. Trustpilot notes that the company has not recently invited customers to review it, so the reviews may not be representative. Praise covers build quality, delivery and communication, and one four-star reviewer says customer service arranged a replacement bed rail and repair after the bed was damaged during assembly. Criticism covers sagging or sliding cushions, performance fabric that is hard to clean, a replacement sectional in the wrong configuration that the company would not exchange, a refused return, and delivery timelines and fees. Maiden Home replied to both one-star reviews, saying its team had been in touch or asking the reviewer to email support with order details. These are customers' accounts, not findings.

Product safety. The U.S. Consumer Product Safety Commission recall database lists no recall naming Maiden Home.

Had an experience with Maiden Home? Tell other people what happened.

Submit a Complaint
EDITORIAL

Maiden Home: cancel, delivery, returns, damage and warranty

Contact Maiden Home. Client Services answers Monday to Friday, 9 AM to 6 PM, at [email protected] and (888) 513-5754; live chat runs on the same days and hours, Eastern time. Send cancellations, returns, exchanges, damage reports and warranty claims to [email protected] and include your order number and photos where relevant. Questions about delivery timing before you order go to [email protected].

Cancel or change an order. The FAQ says: "You may change or cancel your order free of charge within one business day of placing it.

More detailShow less

Changes and cancellations made after one business day incur a charge of 10% of the purchase price. Orders cannot be changed or cancelled if the piece(s) have already been made or shipped." The full price is charged at checkout, so act within that first business day if you have doubts. The Order Cancellations clause of the Terms adds that an order that has completed production cannot be cancelled and "must be successfully delivered before our return and exchange policy can apply", so a finished piece has to be delivered and then returned under the return rules on this page.

Delivery dates and delays. The FAQ says: "We do not guarantee deliveries by specific dates or holidays." If you have a deadline, write to [email protected] before ordering and ask whether the estimated dates fit it; keep that reply. Delivery estimates are given as the date a piece will be "ready for delivery", which the FAQ defines as the point when you get a phone call to schedule white glove delivery or an email with UPS tracking, not the day the piece arrives; the company then emails an estimated window, and its delivery partner calls or emails to book the appointment. A multi-piece order is delivered together, on the timeline of the piece with the longest lead time. The FAQ offers up to 30 days of free storage on request and charges a $250 redelivery fee if you miss the appointment or reschedule within three days of it.

More detailShow less

Stairs need notice: tell [email protected] three business days ahead if the piece must go up two to four flights; the delivery crew will not carry on this page four flights, and an adult must be present to sign and inspect.

Delivery damage. For white glove deliveries, note any damage to the furniture or your home on the Proof of Delivery form and email photos to [email protected] within 24 hours.

More detailShow less

The FAQ says the company does not accept responsibility for damage that is not noted on that form and reported within 24 hours, and asks you not to refuse a damaged delivery because that delays the fix. For carrier deliveries, email photos of the damage and the packaging within 24 hours. Orders sent to a freight forwarder or receiver must be inspected there, reported within 24 hours and resolved before they leave.

Returns and exchanges. Email [email protected] within 30 days of delivery to arrange a return pick-up; the FAQ counts the 30 days from delivery and the Terms from receipt. You get back the purchase price minus a 25% return fee; the original shipping charge is not refunded. On a $4,000 sofa delivered for $375, for example, the refund would be $3,000. An exchange is refunded the same way, and you pay tax and shipping on the new piece, which is then final sale because each piece can be returned or exchanged only once. The piece must not be damaged, soiled, heavily used or used commercially. Final sale from the start: pieces that could not be delivered because they did not fit, pieces altered after delivery, bespoke orders (custom dimensions or configurations, or your own fabric or leather, known as COM/COL), replacement parts and accessories such as slipcovers and cushion covers, and shipping fees. Measure doorways, stairs and elevators before ordering: a piece that does not fit cannot be returned. If you paid with Affirm, Affirm credits payments up to the refund amount to your original payment method within three to 10 business days after Maiden Home approves the refund; interest already paid on the loan is not refunded.

Warranty. The Furniture Warranty applies to purchases made on or after April 2, 2025; an earlier version for older purchases is linked from the same page. Frames and spring systems, including joints, bases, legs and hardware, are covered against manufacturing defects "for the useful life of the product", and Maiden Home pays the labor to inspect and repair them. Chair swivels and glides, drawer glides, door hinges, sleeper mechanisms, table extensions, locks and other mechanisms are covered for two years from purchase.

More detailShow less

The remedy, at Maiden Home's option, is a repair in your home or a replacement, which may come in a different fabric or finish. To claim, email [email protected] with proof of the original purchase date and evidence of the defect, such as photos. The warranty does not cover normal wear, comfort preference, the normal softening and flattening of cushion foam, or the upholstery fabric or leather; it is void for pieces that could not be delivered because of fit, pieces altered after delivery, and furniture moved outside the shipping area. Warranty disputes go to individual JAMS arbitration in the county where you live, under New York law, with no class actions; the warranty says arbitration must come first for claims under Title I of the federal Magnuson-Moss Warranty Act.

If the company does not resolve it. Put the problem in writing to [email protected] and keep copies. If you paid by credit card and the furniture was not delivered as agreed, the Fair Credit Billing Act lets you dispute the charge with your card issuer in writing; the dispute must reach the issuer within 60 days after it sent the first statement showing the charge.

More detailShow less

Maiden Home is based in New York, so you can file a complaint with the New York Attorney General under Consumer issues, or with your own state attorney general (Florida's for purchases at the Miami showroom). You can also report to the Federal Trade Commission at ReportFraud.ftc.gov and file a complaint through the BBB profile, which the company can answer. Buyers in Canada can contact their provincial consumer protection office. If you want to pursue a legal claim, note that the Terms, which also set the order, cancellation and return rules, send disputes under them to individual JAMS arbitration in the county where you live, under New York law, and rule out class actions.

EDITORIAL

Court records

Court records

Olsen v. Maiden Home, Inc., U.S. District Court for the Southern District of New York, case 1:21-cv-02842, was filed on April 2, 2021, under the Americans with Disabilities Act. According to the Accessibility.com lawsuit tracker, the plaintiff alleged that the maidenhome.com website was not sufficiently accessible to people with disabilities; this was an allegation, and the court made no finding on it. The parties reported a settlement, and the case was closed in December 2021 when the plaintiff dismissed it. The settlement terms are not public.

PUBLIC RECORD

Court & Public Records

Olsen v. Maiden Home, Inc.

Dismissed

U.S. District Court, S.D. New YorkDocket 1:21-cv-02842Source ↗

Dismissed

Closed in December 2021, when the plaintiff dismissed the case after the parties reported a settlement. The settlement terms are not public.

EDITORIAL

Who runs Maiden Home and where it ships

Company. The website is run by Maiden Home, Inc.; its Privacy Policy and Furniture Warranty give the address as 99 Hudson Street, 9th Floor, New York, NY 10013. Nidhi Kapur founded the company, and BBB lists her as Founder/CEO and gives February 26, 2015 as the date the business started; BBB has a different address on file, 85 Broad Street, 30th Floor, New York, NY 10004. The About page describes Maiden Home as a New York design house working from a Tribeca studio with artisans in upstate New York, North Carolina, Italy and elsewhere, and says every piece is made to order.

Stores and services. Maiden Home has two showrooms: 34 Little West 12th Street in New York's Meatpacking District, (929) 581-7752, and 3740 Northeast 2nd Avenue, Miami, FL 33137, (305) 489-9971. Both are open seven days a week. It also offers interior design consultations, fabric swatches, a trade and contract program, and a Care Services & Resources page where owners can request help finding a repair or cleaning specialist, order replacement slipcovers, cushion covers and hardware, or get assembly and disassembly instructions.

More company historyShow less

Where it ships. The FAQ says it ships to the lower 48 states (not Alaska or Hawaii) and, in Canada, to Ontario, Quebec, British Columbia and Alberta. Most orders go by white glove delivery, priced by distance from a shipping hub at $295, $375 or $499, plus $150 for oversized or heavy items; select small orders go by carrier for $25 to $199 depending on order value. Canadian white glove delivery is a flat $595 (Ontario, Quebec) or $695 (British Columbia, Alberta), including duties and taxes. Pieces that end up outside this coverage area, for example through a freight forwarder, are final sale and lose the warranty.

Payment. The card or other payment method is charged in full when the order is placed. The FAQ lists Visa, MasterCard, American Express, Discover, ShopPay, PayPal, Google Pay, Venmo and ACH transfers, and Affirm financing over 12, 24 or 36 months for qualified U.S. buyers.

EDITORIAL

Frequently Asked Questions

How do I contact Maiden Home customer service?

Client Services is open Monday to Friday, 9 AM to 6 PM, at [email protected] and (888) 513-5754, with live chat on the website during the same hours, Eastern time. The New York showroom is at (929) 581-7752 and [email protected], the Miami showroom at (305) 489-9971 and [email protected].

How do I cancel a Maiden Home order?

Email [email protected] with your order number as soon as possible. Under the FAQ and Terms, a change or cancellation is free within one business day of placing the order; after that it costs 10% of the purchase price. Once a piece has been made or shipped, the order cannot be cancelled: it has to be delivered, and then the 30-day return policy, with its 25% return fee, applies.

Does Maiden Home guarantee a delivery date?

Maiden Home does not guarantee a date. Its FAQ says: "We do not guarantee deliveries by specific dates or holidays." If you have a deadline, email [email protected] before ordering to ask whether the estimated dates fit it. The estimate is for when the piece is "ready for delivery", meaning when you get the call to schedule or the UPS tracking email, not the arrival date.

What is Maiden Home's return policy?

Email [email protected] within 30 days of delivery to arrange a pick-up. The refund is the purchase price minus a 25% return fee, and shipping is not refunded. Each piece can be returned or exchanged once, and it must not be damaged, soiled or heavily used. Final sale: bespoke orders (custom dimensions, configurations or customer's own material), pieces altered after delivery, pieces that could not be delivered because they did not fit, replacement parts and accessories, and shipping fees.

What should I do if my Maiden Home order arrives damaged?

Accept the delivery; the FAQ says refusing it delays the fix. Inspect the piece while the crew is there, write the damage on the Proof of Delivery form, and email photos to [email protected] within 24 hours. The company says it does not take responsibility for damage that is not noted on that form and reported within 24 hours. For a carrier (UPS) delivery, email photos of the damage and the packaging within 24 hours.

What does the Maiden Home warranty cover and how do I claim?

For purchases from April 2, 2025, frames and spring systems (including joints, bases, legs and hardware) are covered against manufacturing defects for the useful life of the product, and swivels, glides, hinges, sleeper mechanisms, table extensions and other mechanisms for two years from purchase. Maiden Home chooses between an in-home repair and a replacement. Email [email protected] with proof of the purchase date and evidence of the defect, such as photos. Normal wear, the normal softening of cushion foam, and the upholstery fabric or leather are not covered, and disputes go to individual JAMS arbitration.

What happens to an Affirm-financed Maiden Home purchase if I return it?

The normal return policy applies, including the 25% return fee. Once Maiden Home approves the refund, Affirm credits payments up to the refund amount back to your original payment method within three to 10 business days. Interest you already paid on the Affirm loan is not refunded. For questions about the loan itself, contact Affirm.

Where can I file a complaint about Maiden Home outside the company?

Maiden Home is based in New York, so the New York Attorney General accepts complaints about it under Consumer issues at ag.ny.gov/file-complaint; your own state attorney general also takes consumer complaints. You can report to the Federal Trade Commission at ReportFraud.ftc.gov and file a complaint on the company's BBB profile. If you paid by credit card for furniture that was not delivered as agreed, dispute the charge in writing with your card issuer within 60 days after the first statement showing it.

Where are independent reviews of Maiden Home?

Independent customer reviews are on the BBB profile of Maiden Home, Inc. (three reviews, all one star) and on Trustpilot (2.9 out of 5 from six reviews); the Complaint record section summarizes them. The reviews page on maidenhome.com is run by the company itself, which says it may publish reviews customers submit to it.