MaisonetteReviews of maisonette.com

Parcel was not delivered and after weeks of waiting, a refund was not offered as the courier said it was delivered (offering no evidence for this). I live in a building with doormen who accurately record every delivery, so I can evidence that it was NOT delivered, and they cannot evidence that it was not. Absolutely appalling - to take payment and not deliver the item constitutes theft. Whilst you have replied on here saying you supposedly wish to "help", this is utter nonsense as I have been back and forth with your (poorly named) "customer service" team, who have already washed their hands of the matter. Disgraceful.

I ordered a Signoria Firenze bed coverlet and received an email stating the product shipped. After a couple of weeks I never received tracking information or the product. I did see negative reviews on online orders after I purchased but was hopeful that I would not fall victim to a deceptive or non-responsive merchant. I called the store but the lady who answered didn’t know much about the online orders and wrote down my information to pass to another colleague that operates the online ordering site. I never received a callback or email. Reported this to my credit card company to investigate and retrieve a refund. Based on prior customer reviews and my experience, Maisonette is not a reliable merchant to purchase unique or high end merchandise. Their pricing was substantially lower than any other merchant so I should have known better.

BEWARE of their return policy. I purchase 8 dresses for my granddaughters. I then had a medical event and my daughter returned 4 dresses in one box with one label while I was in the hospital with one of the printed return labels. The return policy requires each dress be returned individually at a cost of $9.95. In my situation, my daughter put the returned items in the mail within the required time frame, However I was charged the $9.95 return fee on two dresses and two dresses over $200 total were not credited to my account. They kept the dresses but no credit. BEWARE is you plan to return anything and the customer service inquiry just tells you to read the FINE print on their return policy. NEVER SHOPPING HERE AGAIN.

Yikes. I always loved the aesthetic of Maisonette. But ordering from them for holiday gifts for our niece and nephew nearly ruined Christmas. They shipped me an item that was clearly a previous return. Broken packaging, tape all over it, dust coming out, entirely un-giftable. Then I reach out to customer service. Cue an email chain 14 deep (yes, 14 emails from December 11 to 20) trying to get a solution from them. No solutions were offered. Eventually they blamed the “vendor”, refunded me and then told me we were waiting to hear back on whether I should send it back. It has now been 7 more days since that note and I still have this damaged product in my small apartment. I don’t have room to just store things. I do hate ordering from big box stores but this is why consumers do. I certainly won’t try and rely on Maisonette next holiday season.

Would give less than one star if possible. I ordered something and immediately realized that it was a duplicate and tried to cancel my order. They do not have a way to cancel so I reached out immediately. They got back to me days later to tell me the package has already gone out and that I would need to pay for a $10 return fee. Additionally they do not have an easy to find method for returning. You need to email them and wait days for a response. Once they finally got back to me they gave me a link to return (which does not work). I am now several weeks into this process and have no idea how long it will take or how many more back and forth emails it will take for me to be able to return something they should have given an option to cancel ordering in the first place.

I have tried to order the same item two times. Apparently the first time, I did not complete the purchase so that is on me. The Maisonette Concierge was helpful and directed me to redo the order. I did- but still have not received my item. It’s the holidays and with increased traffic, I understand that delays are common. However, I reached out to the concierge multiple times about the second order and never hear back! That is the most frustrating part of this whole ordeal.

I absolutely love the products this website provides. However, their customer service is terrible. I have had numerous issues with customer service but kept going back because my grandkids love the products. However, at this point, I can no longer abide the complete lack of support or willingness to address any issues. I tried escalating my issue to management and was completely ghosted. Never again!

I placed an order for $750 worth of items for a local toy drive. I placed it on my personal card, as I had been collecting the donations. When I placed the order, it gave me an error. I tried again, and apparently it auto filled it this time to my work credit card and it went through. I emailed the company within 5 minutes of placing the order, asking for them to change the form of payment. I also noticed that some of the items I ordered no longer showed as arriving within the window of time before the toy drive ends. The company has been completely unreasonable and unhelpful and won't cancel the items that will arrive too late, and won't change the form of payment. Completely unreasonable customer service. Avoid at all costs!