MaisonetteReviews of maisonette.com

I have been trying for over 2 months to obtain a refund for items that were confirmed as delivered back to Maisonette. The items were in unused, unopened condition. I have reached out to customer service and included evidence of my return shipment. They said they were working with the vendor to get to the bottom of it, but I have received no update for over a month. Unfortunately, I cannot recommend doing business with this company, as their vendor based model seems to make return transactions complex and difficult. I would have been better served ordering from the vendor directly.

I ordered a baby doll and the wrong one was sent. Emails were ignored and after three phone calls finally found out the correct item was out of stock. To their credit they did issue a refund. My main problem was a total lack of follow up, I had to initiate contact each time. Probably will not use them again.

Their size chart is very wrong. I ordered what they said was an 8 in US but the shoes are smaller then my infants size 7. On top of that, they are a final sale item so I can’t return for a bigger size! The other pair of shoes were able to be returned but I had to pay $5 even though it’s the company that provided the wrong size chart.

While Maisonette has lovely products on their website, their shipping is inconsistent (delayed or lost items) and their customer care is not helpful. I would not recommend ordering from Maisonette.

Absolutely awful customer service. I ordered an item and then immediately emailed about cancelling, knowing that there was a chance that it would not be able to be cancelled. I didn't receive any response to my numerous emails, after 11 days with no response and no shipping notification, I emailed again stating that I would dispute the charge with my bank if I didn't hear back from them, and magically I got a shipping notification. I called to figure out what was going on, and was informed that there was no guarantee it could be cancelled even if they responded to my email 11 days ago, AND there will be a $5 return fee for the item I don't even want.

Ordered an (expensive) product. It never got delivered so I opened a claim via email and was told it would be looked into. Never heard back despite multiple follow up emails. When I called it kept getting pushed to a service person who could help with the claim but I had to wait to hear back. I had to buy a replacement gift from another company despite not getting my money back OR the item. For the high scale items they sell their customer service is really lacking. It should never have taken over six weeks to resolve.

Would much prefer to order from them over Amazon but customer service has been very poor. Unhelpful when trying to figure out why part of my order was returned to the warehouse and zero update on the piece of furniture I ordered that was supposed to ship weeks ago. All my emails to customer service are now being completely ignored and no one answered the phone when I tried to call. I’m out hundreds of dollars and also no bed for my son weeks after it was supposed arrive.

A relative ordered my daughter a birthday gift from this site and it was pretty expensive. My daughter didn't love the stuff so I wanted to exchange. First, in order to return/exchange, you pay a $5 penalty fee per item (unless they happen to be from the same clothing brand). Once they receive the package, they give you a promo code for your refund. Then when you try to re-order, you can't use any type of coupon code because it only allows one code. So even though the credit is for what the person paid, you can't get the same item for that same price if they used a coupon code. So, my daughter picked out new items, we waited for them to come and this time the clothing didn't fit (the sizing was definitely off). I had to send it back again, losing another $5 per item. So $15 lost total and I still haven't received the credit for the two items that I sent 2.5 weeks ago. For my trouble, they sent me a 10% promo code which is literally already on their website and I can't use it with my credit anyway! It's such a joke. I've never had such a horrible experience with a US company.