MaisonetteReviews of maisonette.com

Worst Customer service. Received nothing but excuses on why my order won't arrive in time for Christmas. I will not buy from them again. When spending such a large amount of money you would think that the customer service would be more on point. How can something sit with an issued shipping label for 10 days and not have any movement? And then be told oh it shipped but we can't give any information on it.

Do not purchase from Maisonette. I recently ordered a white coat rack through them, wish I never did at this point. The package arrived and after trying to put it together realized I was missing 3 parts necessary to complete the coat rack. Specifically: the actual hooks that allow me to hang coats from the rod. Additionally, I noticed the stool itself had light scratches, which were visible given it the stool itself is white. Timeline then goes as follows: >>> Fri, Dec 3: I email Maisonette, with photo evidence asking if they could help send the missing parts for the rack, alongside inquiring about the scratches. I received an automated response that they would get back in 1 to 3 business days >>> Wed, Dec 8: No reply, so I followed up. >>> Thurs, Dec 9: No reply, so I follow up again. >>> Mon, Dec 13: Receive a reply, below: “I really appreciate your business, and I am sorry to hear that your [redacted] arrived with incorrect and missing parts. It is always our goal to make your experience great, and the quality of the items you order is a huge part of that. One quick resolution we can offer is to issue you a 20% refund to your original payment method. We’re hoping that this partial refund will assist with purchasing the correct parts that should fix the issue you’re experiencing, along with a little extra for a pastry, or two. However, if this option doesn’t work for you, I can reach out to our Vendor Support team so they can ask [redacted] for the correct parts you need.” Frankly, this is an absolutely appalling attempt at “customer service”. First, the missing parts are not available for sale online, meaning the refund is entirely useless, and without these parts the item is functionally useless. It is a coat rack without hooks to hang coats! Second, I’m shocked it’s within consideration to put the effort on the customer, who after making wait to get back to them, you’re now putting more work on them to get their furniture in working order. I reply stating that 20% is not satisfactory, and that if they cannot help fulfill the missing parts I want a full refund as I — for the reasons above — cannot use the furniture piece I ordered. I’m left with a small stool with a giant pole sticking out of it. Scratched, too. The customer service agent lets me know that they’ll get in touch with the manufacturer. I ask for a timeline for response, they say 72 business hours / 3 days. >>> Sat, Dec 18 No reply, so I follow up, hoping they’ll see and reply Monday. >>> Tues, Dec 21 Still no reply, followed up again. I wish I had looked online before ordering from here, as clearly my experience isn’t out of the ordinary.

EDITED TO ADD: Since writing this review, Maisonette customer service contacted me and rectified my issues. They refunded me for the product not included in the delivery and additionally compensated me for the delays I experienced and their lack of communication. Given the personal touch in their efforts to fix my issues, I will give them another shot after the holiday season had passed and aren’t flooded by orders. Thank you, Maisonette. So extremely disappointed. Ordered a bunch of items on their Black Friday sale. The products did not arrive in the timeframe they promised. I emailed 3 times and called multiple times - no response. Customer service is non existent. Finally I received some of the items I ordered (over a month later) and still one of the pieces was missing, but the online confirmation claims it was sent! Very disappointed. Will be disputing the charge with my credit card company!! Do NOT recommend and will order directly with vendor next time.

After a pretty bad experience with their website (my items were returned and I didn’t get a response for over a month e multiple emails) I was contacted by Ian who was very helpful and able to process my refund. He even gave me some store credit. Thank you

Awful. I am a first time customer and will never purchase from this site again. I paid an extra $5 for gift wrapping and the package arrived with crinkled and ripped tissue paper and a blue sticker peeling off. Very very very poor quality and customer service. I can’t get a hold of anyone in customer service to refund at least my $5 out of principle and good service.

DO NOT BUY FROM THIS COMPANY!! HORRIBLE CUSTOMER SERVICE!!! I needed to return shoes that didn't fit and I used the label they sent me. The package was delivered back to me a week later because it was "undeliverable and no one was at the address to accept the package". I can't get in touch with anyone in customer service so I'm out $70!!!

I bought a number of items on their Black Friday sale. I understand they ship from different vendors but I had no update from two of the vendors 2 weeks after my purchase. I called customer service who seemed helpful and submitted an inquiry to look into the delay. The next day I get an email that says they couldn’t figure out why there was a delay and canceled my order. I never wanted my order canceled, I was just curious of the delay. I explained this in a reply back to their email. I also mentioned that when I purchased on Black Friday I spent enough to receive 30% off (also the reason I purchased from their site instead of the vendors individually). This was their response: Thanks for taking the time to get back to us and I understand that you don't want to cancel the order. However, I would like to inform you that since we're unable to determine the reason for your order’s delay, we have refunded the order instead. I would like to inform you that as I checked, these items are still in stock so if you want, you can reorder them. You can use the code [redacted] for 15% off. This promo does not expire and can easily be applied during checkout on your next order. Not helpful and extremely disappointed at their response. It seems again like a generic reply and again made no mention to the discount I originally had on my order. I suggest purchasing from vendors directly and not going through Maisonette since their service seems to be lacking. Based on previous reviews this also appears to be the general consensus.

Customer service has been non existent supposedly outages but that doesn't answer why item wasn't shipped when promised - 7 days after supposed delivery date it still doesn't have tracking info huge disappointment bc I had ordered it due Hanukkah gift and it did not arrive - don't rely on their delivery or Cust service