This company has adorable items but…
This company has adorable items for your home and children's needs however customer service has been awful. I ordered a Mustard Made item from them in November 2025 and I still have yet to hear back from customer service with my several attempts of reaching out to them even through Mustard Made since they do not sell directly from their website. Maisonette is also awful with overnight shipping. I paid for overnight shipping on an item and didn't get it for weeks. I suggest you find what you like from them and use a different distributor to find the items you want for you and your family or friends.
Dimitra
Poor experience
Sadly, we had a bad experience. We have bought previously and had great expectations for our order. I emailed them multiple times with no response. 2 maileg gifts were immediately refunded (I later learned through Google they do not ship to my state) which is fine. But then I asked to cancel the rest of my order or at least a part of it. No response. I emailed 3 separate times. Customer service was incredibly poor and now I have to go through the hassle of returning- IF I even can!
Loran Arnita
I had a terrible experience with delayed shipment, missing order
I had a terrible experience with Maisonette. Part of my order (Angel Dear clothing) was never delivered, shipped over a month late with no tracking provided until I chased them down, and then marked “delivered” even though I never received it. Maisonette refused a refund or replacement and hid behind being a “marketplace,” placing the entire loss on me. Extremely disappointing customer service and zero accountability. I will not shop here again and would not recommend ordering from this site.
CB
Maisonette’s customer service and…
Maisonette’s customer service and website have rapidly gone downhill. Customer service is exceedingly horrible and now no longer can be reached by phone. Beyond that, their website misrepresents prices by advertising sale prices, but buyer beware this company don’t honor their prices. I’ve had several instances wherein I provided screenshots of sale prices that weren’t reflected at checkout. “Customer service” refused to address this issue. I’ve had far better customer service at Walmart and any other less expensive shop. I’ve been a loyal customer for years, but Maisonette has become huge disappointment and a source of endless frustration. They refuse to call customers to resolve issues. It’s clear this company simply does not care about customer service or reputation. Buyer beware.
Lindsay
THEFT
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.
Danielle Harvie
I ordered a Signoria Firenze bed…
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.
Derek Aultman
Darling unicorn with prompt replacement
Darling unicorn which was replaced promptly when it arrived damaged. I will order again from this company!
MargaretR
BEWARE of their return policy
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.
customer
Yikes
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.
Em
Would give less than one star if I could. Terrible/slow customer service and site design
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.
Jack Blangy
Ghosted by the concierge
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.
customer
Poor customer experience
Basic customer service. They will follow up on your order status with their vendors but, since they don’t seem to warehouse all of their product, they take zero accountability for fulfilling communicated ship dates or appeasing customers that reach out with issues. In my opinion, not worth the potential hassle if you can get the same product somewhere else.
AAA
Amazing
Amazing. And super amazing customer service. Helpful, fast, and reliable. Thank you so much for my replacement jammies.
maddie m
Terrible customer service
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!
Consumer
AVOID!!! Unreasonable customer service
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!
Melissaa
No customer service
No customer service. Cute stuff. I google lens their products and purchase elsewhere.
DENISE Brown
Extremely disappointing experience with…
Extremely disappointing experience with MaisonetteI rarely leave negative reviews, but this experience was incredibly frustrating. My order was split into three separate shipments, which was never made clear at checkout. While the first two eventually arrived, the third shipment has been missing for over 2–3 weeks, and still there has been no clear communication or resolution from their end.Trying to change the delivery address was another ordeal—Maisonette made it unnecessarily complicated, with multiple back-and-forth emails and no sense of urgency to actually help.For a company that positions itself as a premium shopping destination, the customer service and logistics are shockingly poor. I’ve wasted time, patience, and still haven’t received what I paid for.I would not recommend Maisonette unless you want to waste your time
Roshelle Beckwith MD
Responsive and helpful!
Responsive and helpful!
Lauren
THE BIGEST SCAM EVER
THE BIGEST SCAM EVER. Safe yourself and doNot order from this website. You order and then they play with you. Protect your money and your mental health after.
Mary Lou
Customer Service is not friendly and…
Customer Service is not friendly and does not work to resolve issues well.
Tricia Sappington
