Maisonette Reviews 632

Edit on 12/8/24 to add:The company's reply below is just to seem like they care. I have emails from two months of following up with them with a response that only says we are working on it quickly as possible. Commenting in public like you care doesn't mean you're actually responding promptly or with assistance to the private emails of your customers.

Original Review: If you do your research on better business bureau and trust pilot you will see that there is terrible to no customer service. I purchased leggings labeled cashmere and cotton and when they arrive were polyester. They are a third-party seller so they pass all responsibility on to the vendors and you just end up waiting on nothing. You might get lucky but in the case you don't there wont be any assistance. Don't risk it. It's been two months and they still send emails saying we are working on it as quickly as possible. B.S.

Maisonette is a third party selling platform, not an online store. Their customer service is non- existent. I ordered several items for Christmas 3 of which did not arrive. I have sent a number of emails and received one reply stating they would be in touch in 3-5 days.They didnt contact me and sfter numerous emails contacted me to say 2 of the items were still processing and one had arrived here at the end of November . It never arrived and 5 weeks later the other 2 items still have not arrived either, and they remain silent. Dealing with them is an exercise in frustration; this company offers virtually no service at all. I have now written twice to request my money be refunded - no reply.
I will never buy anything from this company again and will make sure my friends and contacts hear about Maisonette’s abysmal lack of customer service of any sort. A shop owner told me they had a phone which they shut down to customers. I am reporting them to city and state agencies; no one should feel robbed by them at Christmas and holiday times or any time.They owe me a little under a hundred dollars.

Trampoline pieces did not fit together properly. Customer service ignored my emails and there is no phone number to reach them. So I am stuck with a $100+ trampoline for my grandson that is not stable and I don't feel is safe.

I have ordered the Christmas dress for my 4 years granddaughter who picked up that dress to wear for Christmas, unfortunately it never delivered, I received 1 email with estimated delivery date but no tracking number, nothing came.Thereis no phone # to contact and talk in person, only option was email. I emailed couple of times and received same explanation somebody will contact me within few days. Of course nobody contacted and Christmas is around the corner, I am so disappointed as well as my granddaughter. I fo not understant this company is suppord to be renominated and well known on market, I ordered a doll 2 months ago and everything was perfect. My daughter used to order lot of staff for her daughter and never had any problem. Whatever happened to company they should inform their customers even if they transfered communication to “artificial intelligence “. There is less and less humanity and more and more robots who will replace human being. I hope a person will read my review not a robot.

Portion of order arrived broken due to very inadequate packing. I contacted customer service via email (the only contact given) and initially received an autoresponse saying they would be in touch in 2 days. After 2 days passed with nothing, I reached out again. This time, no reply. It has been a week and I have received nothing from the company aside from the initial autoreply. I am very frustrated and disappointed

Order # M409664715

I ordered two sleeping bags for my daughters which are supposed to be their big Santa gift on 12/8. On their site it states item usually ships within 1 day. I’ve been sending emails to customer service every day for 5 days as the item is saying still processing. Absolute crickets from customer service and their phone number states to email and then disconnects. I’m simply trying to find out if the delay is going to continue so that I can make other purchases if necessary. Given that the majority of purchases at this time of year are for kids for Christmas, this is unacceptable customer service. Highly disappointed considering they have really cute items for my little girls. This is a fun but stressful time of year for parents. To have a complete lack of response is upsetting. If somebody gets back to me with a meaningful response I’ll consider changing the review. Hoping this gets their attention.

I questioned the shipping charges on my order because I ordered 3 of the same things and 2 were shipping free and I was charged $9.95 for the third item. I sent an email and received a response in 2 days that the situation was being looked at. I received an email every couple of days to let me know they had not forgotten me. They finally let me know that they were refunding the charge. It was a glitch and they were correcting it.

You resolved my issue and sent another stuffed animal which I received today

I recently purchased two items on their website and only received one. I immediately contacted them with evidence. I was told by Jay that they would start investigating and I would receive an update in less than 3-5 days. I waited for more than a week, no matter how many emails I sent them, no response. The customer service team remained silent. No update, no answer, no follow-up calls from them. I couldn't wait any longer as the items I purchased were xmas gifts for my best friend's kids, and I told them several times, I already made the payment and I needed the items to arrive before the upcoming week. Still no response. I had no choice but to contacted the vendor myself, got a response from the vendor, and they were very kind to send me the missing item. Beware of this online store, terrible customer service! Especially the items marked "final sales", they knew you couldn't return nor get a refund so they don’t care about your order.

I was sent a defective item and then sent a return label that is not valid in the United States. Customer service said “sorry there is the vendor return policy” — perhaps that want me to fly to Canada to ship it back. Absolutely horrible service and I’ll never ever order again. They take zero accountability, its just a third-party selling platform. You’re better off going direct to the vendor.

I received damaged gift wrap from Maisonette over five weeks ago. Since that time, I have tried repeatedly to have the paper replaced (initially) or credited back to my card. I have had to move on with other holiday wrap and have repeatedly requested my card be credited. The only responses I receive are scripted ones stating someone will be in touch with me within two business days. This has yet to happen. It has been over 5 weeks and the matter is still unresolved.

Update: I have received reimbursement for the damaged items. This was a disappointing, lengthy and frustrating experience.

I purchased matching Christmas outfits for my two children. I received the order confirmation and shipping confirmation, along with tracking info.

The tracking email showed both items in the same package, and the "your order has arrived" email listed both items. But only ONE of the two items was in the package. I have been attempting to contact customer service for a week via multiple emails, and have heard nothing back. I've used Maisonette many times in the past without issue, but after this I am unlikely to return unless they can promptly solve this issue.

Everything was as viewed! Arrived as quoted. Very pleased.

Bought 2 items from the same vendor and they made me return them separately, charging $9.95 per item. Thats $20 out of my pocket for 2 unopened items that the return request was sent in the day the item arrived at our house. Both items are from the same vendor and being returned to the same address, but I was charged for 2 transitions... There is no customer service number to call on their website and I emailed both their "customercare" and "info" email addresses 4 times over the course of 7 days and never received a response. Terrible

I’ve been researching a great playset for my 4 children. I found one I loved, but was hesitant to buy since playsets can be quite pricey. In my research, I found the exact playset I’d been eyeing on sale at Maisonette. I decided to pull the trigger, and to my surprise, I was even able to use a Black Friday promo code they offered, saving me over a thousand dollars! Fast, free shipping was the icing on the cake. I had a request for customer service and Sharleen was super sweet and helped me very efficiently. Great company!

I feel like I can continue to trust Maisonette because they really made sure even with a final sale that if the item was defective I would be taken care of. Thanks so much!

Sharleen is just the nicest. I had made an error during my order and she told me that everything was okay and my order would arrive as planned. She was very kind!

Maisonette has wonderful, unique items. But BEWARE an BE COGNISENT about their RETURN POLICY.

It’s 30 days ... NO EXCEPTIONS. Many stores extend their return period during the holidays, Maisonette does not.

Every year I buy my granddaughter’s Christmas dress, shoes, etc. And I stock up on various Christmas decorations (especially love their crackers).

This year I started early gathering up items for Christmas. One year I waited too late and the dress I wanted was sold out. This year I purchased dress, tights and shoes in October not wanting to have a repeat of this scenario.

Unfortunately, the tights did not compliment the dress. I tried to return on the 32nd day and was royally rebuffed, even after I explained that I was a returning customer and the circumstances surrounding my return request.

The shoes? I couldn’t determine if the shoes fit until my granddaughter visited over Thanksgiving. They were too small. Again, Maisonette will not accept a return.

Tights were $15, shoes $92 = $107 out-of-pocket... as in money down the drain. And, to complete my granddaughter’s Christmas outfit, I had to purchase a larger size of the shoes.

Very poor customer service.

Jay with vendor support kept me update to date with status changes regarding the items I ordered.

Great products...and Everyone was so kind from the time of placing my order to helping me correct a duplicate order. Experienced a super quick and easy refund. Thanks for having such KIND and HELPFUL team members at Maisonette.