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Written by the business, not verified by us.Maisonette (maisonette.com) has a 3.5 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Events & Entertainment and its reputation is mixed. Opinions are polarized: 62% rate it 4 stars or higher while 37% give 1 star; The business has replied to 13% of negative reviews; Reviews mostly discuss Customer service, Product. Last updated 2026-08-26.
Most reviewers were somewhat happy with their experience overall. Consumers frequently appreciate the fast response times and professional helpfulness of the support team when resolving inquiries or questions. Many shoppers also love the unique selection of items and beautiful clothing available for children and families. However, some people mentioned experiencing frustrating delays and poor communication regarding order fulfillment, shipping times, and tracking details. Others noted that customer support could be unhelpful or entirely unresponsive when trying to resolve damaged products or return issues. A few reviewers additionally felt that the company took zero accountability for these persistent problems.
Auto-generated from all reviews of this business. For reference only.If I could leave zero stars I would. I ordered 3 pair of toddler sandals. I tried to return all 3 pair, and from the correspondence with customer service, I thought it was a done deal. The sandals went on sale, so they couldn’t give me the full amount back, but what can I do? Well, I just received an email saying sorry, we’re not giving you any of your money back. My review: Avoid Maisonette like the plague!
Sold me a doll that looked nothing like the picture on the website. When I wanted to return it they offered to give me the full price of the doll, less a restocking fee (to cover their shipping, I am sure). If this was my mistake, then I would accept it, but the doll I received looked nothing like the one on their website.
The WORST. FRAUDULENT!!! I entered a 15% off code I got from Duck Duck Go. It recalculated my order less 15%. When I submitted the order the 15% was added back in. I tried to cancel my order. No way. I reached out to useless customer support. I asked for a 15% credit or an order cancellation. They would do neither. There is no number to call. STAY AWAY FROM THESE THEIFS. ITS ILLEGAL TO POST A PRICE AND CHARGE ANOTHER WITH NO RECOURSE TO THE CONSUMER!!!
They charged me $20 more than the price of the items in my cart (not for tax, not for shipping). There was a coupon code that was available to me and that processed and showed as active I. The final price of my cart, but then was not honored only after my card was charged. Customer service was uninterested and unwilling to resolve the false advertising issue
Terrible shipping issues and customer service issues. This company is a reseller that is not trustworthy. Completely regret giving them my business. AVOID!!!
Very frustrating experience. I purchased two items from Maisonette for my granddaughter’s fourth birthday. Although it was one order, the delivery was split into two parts. One arrived with no complications but the other wasn’t delivered. After a number of emails back and forth to Maisonette's customer service (there’s no phone number), they said the item was delivered by UPS, however, the proof of delivery picture was clearly not the correct building. We then realised that the tracking from Maisonette didn’t reflect the tracking info from UPS. The tracking info on the UPS site said the item had been delivered to a completely different part of NJ whereas Maisonette’s tracking showed that it had been delivered to the correct address. When we tried to question Maisonette about the discrepancy they stopped replying. They will not reissue the missing item nor provide a refund.
Spent over $5000 on a custom color playset multiple weeks ago and the item has not shipped and we’ve received absolutely no update on where it is. When I spoke to their customer service, they told us there was an issue with the manufacturer. I called the manufacturer directly and found out that maisonette is actually just lying. I have no idea where this purchase is and it was over $5000. I will be reporting this company to the Better Business Bureau and fighting to get my money back. Absolutely do not shop from here.
I placed an order in March 2026 for a custom-color playhouse with an estimated arrival of April 8. It is now six weeks later and the order has never shipped. Maisonette told me there was a fire at the manufacturer's facility, yet the same playhouse in non-custom colors is still available on their site with a normal shipping timeline, and other products from the same vendor are shipping fine. No one has explained this inconsistency. Every time I followed up, Maisonette deflected to their vendor instead of taking responsibility as the retailer. My repeated requests for a partial refund were ignored. My request to speak with a manager went unanswered. I eventually contacted the vendor directly and CCed Maisonette's internal teams just to get any movement at all. I still want the order fulfilled — I am not looking to cancel. But the lack of transparency, accountability, and basic customer service has been genuinely poor. I would think twice before ordering anything from a third-party vendor through this platform.
I was sent the wrong sized item and almost 3 weeks later have yet to have this resolved. All the communications have blamed the vendor. Poor customer service with zero accountability -will shop directly at the vendors going forward.
Do not shop here! Browse and just go directly to the vendors where you will get a coupon and if you don’t like it they will give free returns or low return fee This place charges $10 PER item They do not disclose an item is final sale until it’s too late I am stuck with a $360 dress I ended up not loving The product page does not indicate “final sale item” it actually says “Just In” The customer service lady couldn’t have cared less The vendor has their own dress for $196 - Maisonette wouldn’t even consider a price match. In the same order I received the wrong dress- I still have to pay for the return of this dress! If possible dispute with your credit card company and see what your options are This place is very misleading and just downright greedy I don’t understand how you can lose customers and afford to stay open
Our product was broken upon arrival. I emailed them with a photo of the broken part. Customer service emailed me right back and said they would get in touch with the supplier. They kept me up to speed with the status and had the supplier ship me a new product! It was wonderful customer service!
This was my first time ordering from Maisonette. I had put a dress that I wanted on a waitlist to see if it would restock and got an email that it had. So I purchased it. After purchasing it I created an account, and couldn't find my order. Then I read the reviews. After reading the reviews I was worried I was not going to get the dress I ordered so I emailed them. I got a response within 24 hours letting me know my order went through and that I would receive tracking info within 3 days when it shipped. I did receive tracking info. I also received my dress, as described, beautiful, fit as expected, will not be returning it. I've already ripped off the tags and worn it. So, just letting anyone that is afraid of this site know, It's real. They responded to my politely worded email, even thanked me for my kind words, and I received my beautiful dress with no issues that was on back order over 6 months. Thank you!
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.
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!
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.
Hi there — we’re truly sorry for your experience and understand how frustrating this situation must have been. Delayed shipments, missing packages, and unclear tracking are not the experience we want for any customer. Maisonette operates as a curated marketplace, which means orders ship directly from our brand partners. That said, we don’t want customers feeling left without support. When a package is marked delivered but not received, we do work with the brand and carrier to investigate and determine next steps based on the carrier’s delivery confirmation and policies. We regret that this process felt disappointing or left you feeling unsupported. Your feedback is important and helps us continue improving how we handle these situations, especially communication and resolution expectations. If you’re open to it, we’d welcome the opportunity to review this again —I have requested additional order information. — The Maisonette Team
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.
Hi there — we’re sorry to hear about your frustration and appreciate you sharing this feedback. At times, there may be brief delays between pricing displayed on the site and the cart as promotions update; however, the price shown in the cart is always the accurate price prior to checkout. We understand how confusing this can be and are actively working to improve the site experience to reduce these inconsistencies. We appreciate you taking the time to share your perspective and will use this feedback as we continue to make improvements. — The Maisonette Team
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.
Hi there — we’re sorry to hear about this experience and understand how upsetting it is when a package is marked delivered but not received. When a carrier confirms delivery, we rely on their investigation process to determine next steps. That said, we do want to look into this further. To do so, we’ll need a bit more information from you, including your order number and the email address used to place the order, so we can review the delivery confirmation with the brand and carrier. — The Maisonette Team
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.
Hi there — thank you for sharing these details. Based on the product referenced, it appears this order was placed with Maisonetteshop.com, not Maisonette.com. We do not sell the Signoria Firenze bed coverlet, and Maisonette.com is not affiliated with Maisonetteshop.com. We recommend reaching out directly to the company you ordered from so they can assist with your shipment and refund inquiry. We appreciate the opportunity to clarify. — The Maisonette Team
Darling unicorn which was replaced promptly when it arrived damaged. I will order again from this company!
Thank you so much for sharing this! We’re glad our team was able to replace your Darling Unicorn item quickly and make things right. We truly appreciate your support and look forward to welcoming you back again. — The Maisonette Team 💛
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.
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