Maisonette Reviews

I spoke with both a customer service team member and supposedly a "manager" and could not have been more disappointed with their attitude and business practices. Their website, especially the page(s) relating to shipping are deceptive. I chose expedited shipping for what I thought was the entire order I placed (5 items) and based on the price for the shipping I do not believe this was an unreasonable expectation. I received one item right away and when I went online to check for the balance of the order the site led me to believe these items would also arrive shortly. Over eight days later they still have not arrived and when speaking with the customer service team I was advised that I only chose expedited shipping for one item, not the entire order. They further refused to make a effort to contact the carrier to find the package and only offered to file a claim for a lost package and send the order again. I contacted FedEx on my own, and was told that the package is "missing" and is not in the facility the tracking information shows it should be in.
Unfortunately these items were for a birthday gift and are now useless to me.
In speaking with the Customer Service "Team" at Maisonette they seemed to be very focused on the fact that they were a "marketplace" and seemed to feel that allowed them to not take any responsibility for the transactions conducted on their site. Not sure what value, if any, they think they are offering other than enabling third party vendors to participate in what is obviously a flawed business model. I cannot recommend that anyone purchase items through the Maisonette platform and instead, suggest that you contact the individual sellers directly through their own e-commerce platforms

My niece had a baby
I had not yet met her due to covid but I wanted to celebrate her first birthday with a Wow
I thought I would buy the baby some special clothes
at Maisonette ... seemed like a good idea;the collections were pretty and I thought a little bit different...
I spent hours picking out different dresses and trying to find matching cardigans for the ever-changing weather in the spring.
I knew Maisonette had a store in Manhattan or Brooklyn so I thought an exchange in person would be easy if she didn’t want to do it by mail ! Their website assured me returns and exchanges are possible .
I spent over $300.00 and was pleased with the purchase ....
(Except for the fact that there was no option for gift wrap)
A few days later I got a credit on my American Express account ,I followed up with my niece who told me the romper came in damaged they didn’t have another one in her size and the particular vendor that made that garment does not offer exchanges as they were Headquartered overseas so they were crediting the original form of payment ; THE END
The following day the other items were credited as well
When I called Maisonette they had a long story and offered to email my niece a gift card
But it was too late.; as I had already gotten her a gift card at Ralph Lauren as soon as that second email with the credit came in!
Very Very Very disappointing

I ordered a Dinkum doll through this company which made it appear to be manufactured in Australia or California. However when it was delivered I found it was "made in China". I reached out to find out how to return and received an email stating it was easy and free. However when I put in the order number I was told it was past eligibility for return. It was less than 3 weeks from when it was received. I will never deal with this company again due to misrepresentation of products and return policy!

Terrible Company! Products are very deceiving. Purchased the 80.00 wheel barrow that is no more than 6” wide ! They have a no return policy on many items but it’s not very well noted. Ridiculously over priced and customer service is a joke ! Spend your money elsewhere

I ordered an item through Maisonette and 2 minutes later realized there was an issue with the order. I reached out via email to cancel the order. After receiving a canned response from Maisonette and some additional emails, I received an email saying that my order could NOT be cancelled despite the fact that it would not ship out for 3+ weeks.
As an e-commerce site, Maisonette should realize that they do nothing but negatively impact their brand by offering extremely poor service to customers. I typically will not complain about minor hiccups with an order, but a poorly run organization with ridiculous policies warrants a response.
Don't shop at Maisonette!

How I wish I'd read the negative reviews before I ordered. Customer service? None. I stopped payment, fortunately, but that's the extreme I was forced to go to. My problem could have been handled by anyone in authority...but there's NO ONE in authority!

Insanely bad customer service. I ordered an item on November 26th. My account was charged on November 27th. The estimated delivery date was a window extending NO LATER than December 9th. That window comes and goes. I let it go because of Covid and Christmas, whatever. The week before Christmas, I notice the tracking number shows that the item has not even arrived at UPS. An email exchange of what would eventually be over 25 emails began. I was promised, even ON Christmas Eve, that my item would arrive before Christmas. They could not tell me when, but it would arrive by the 24th. No, I could not cancel my order or get a refund, despite the money already coming out of my account and my item never leaving the warehouse. Many of my emails were ignored.
The 24th comes and goes. My emails are not being answered. I emailed again today, asking once again for an update on my purchase since I made my purchase almost 5 weeks ago. I get a response telling me my item oversold and I would receive a refund. It took 5 weeks to tell me this!!! As a little conciliation treat, I get 10% off my next purchase. Please.
Not only is this unacceptable, but some of the responses I received from customer service were snippy or outright rude. Sue me for asking when my purchase is shipping. Never buy from this company, unless you like funds being removed from your account for an indeterminate amount of time and then to be told they oversold whatever you bought, oops!

DO NOT ORDER FROM THIS COMPANY - EVER!
Ordered 2 umbrellas from this company for Christmas gifts this year (ordered > 1 month ago). Package was never delivered and the company "has not idea where it is." UPS said they were not able to reach company either with their attempt to track package. Not once did they respond to an email or phone call with this concern. Over 60 min spent on hold 3 separate times and no one picks up. 14 emails sent and not one answered. This is either a scam or THE WORST customer service on record. There are so many great companies for kids toys, don't waste your time or money on this one. What a terrible experience

DO NOT BUY FROM THIS COMPANY!!! I placed an order at the end of November that was supposed to be shipped between December 4 and December 8. When I had not received the order by December 10, I contacted the company who indicated someone would reach out to me in the next three business days. Three business days later, I received a boilerplate email indicating that the company was looking into the issue. One month later and nothing....no answers, no order, and no refund. The funny thing is they are still selling some of the items I purchased. This company is a SCAM.

I ordered a cardigan for my daughter for Christmas since November and the item was lost in transit, I never got it. although I got a refund, Maisonette ruined Christmas for my daughter, she will not get any present, now it is too late for anything to arrive before Christmas, even a present from amazon will not arrive. I am never going to buy again in from this store store. I sent an email to customer service and they never responded back, I had to call and wait 40 minutes on the phone. They should have at least told me that they lost the item and I could have bought something else for my daughter, but I guess they were just hoping I forget about it and did not ask for a refund.

I wish I had read all the reviews before ordering from this company. I ordered an item on Dec.6th and still have not received it today, Dec.21st. I tried emailing customer service twice but never got a response. Called them this morning and after a 40 minute wait a rep finally got on the line. She looked at my order and said there was no tracking information yet from the suppliers but there should be soon. I will not order from this company again.

ZERO star rating!!! Ordered on Nov 30th with an estimated ship date of Dec. 10th. I tried to call customer service and the recorded message..."you don't have enough credits to make this call"! What does that even mean!? Emailed customer service...crickets...nothing...nada...no response.
I get it...COVID bs and all but, at the very least, SOME ONE at this company should be reaching out to customers with updates...even if they aren't good.
How can they sleep at night considering all the children they are disappointing at Christmas time...including my 1 year old!
WORST...COMPANY...EVER....