Ongoing fulfillment nightmare — no accountability, no resolution
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.