MaisonetteReviews of maisonette.com

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 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 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.

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

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.

Unbelievably horrible customer service. They recently got rid of their phone line for customer care so when there was a problem with my shipment, instead of remedying the issue immediately which is what all vendors typically do, I had to wait in increments of over 24 hours for one line answers that are completely irrelevant and not helpful to resolving shipping my package to the correct address. I spent hundreds here so needless to say I will never ever buy anything from them again. Highly recommend not buying anything here -certainly not if you have ANY issues with the item or delivery and are a busy working mom!