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.
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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