Your favorite one-stop shop for the best baby and kids products from across the globe. Shop spectacular stuff from over 1000 different brands across every category; apparel, toys, gear, and home decor
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Is Maisonette legit?
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.
What reviewers say
AI generated
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.
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 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.
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.
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.
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!
Extremely disappointing experience with Maisonette
I 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
THE BIGEST SCAM EVER. Safe yourself and do
Not order from this website. You order and then they play with you. Protect your money and your mental health after.
I ordered an outfit that went on sale the next day, but when I contacted customer service, they refused to apply the difference. I would have had to mail it back once it was received and reorder it. I had shopped with Maisonette for several years specifically because they had helped me in the past. They lost me as a customer over $6.00.
My sweet elderly mother accidentally ordered two of a beautiful dress from your store. As she has difficulty navigating technology, I was worried we would be unable to figure out a way to return the dress. Your customer service team was responsive and helped us return the item easily!
Worst customer service experience of all time. I ordered a Lorna Murray hat which they failed to make clear was coming from Australia and would involve tariffs, so I ended up paying over $200 for a $165 item. Also, they have no phone number by which a customer can speak to a real person--email only, and then it takes them forever (nearly two weeks) to respond. On top of that, another item I ordered was canceled by the company because of what they first called an “oversold” issue then later a “pricing error”, neither of which would make any sense if this was a legitimate, reputable business, which it is NOT. My advice? Stay a zillion miles away from this company--I’ve had some really horrific customer service experiences in my time, but this one takes the cake.
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