Reviews describe a stark split between product quality and fulfillment. Many customers compliment well-made children’s clothing and, in some cases, quick, helpful support. Others report repeated shipping breakdowns, missing items, and support that stops responding. Most complaints point to tracking problems, returns, and refunds after purchase.
Examples from available reviews (Nov 2022 – Mar 2026).
Customer service was unresponsive and overnight shipping failed.
“I paid for overnight shipping on an item and didn't get it for weeks.”
Part of order was missing or delayed and Maisonette refused refund.
“Maisonette refused a refund or replacement and hid behind being a “marketplace,” placing the entire loss on me.”
Support was excellent and fast; reviewer intends to return.
“Excellent support and FAST!”
Ordered well-made newborn outfits and service was prompt.
“They have beautiful, well-made options.”
Customer service comes across as uneven. Several reviews mention unanswered emails, concierge support that went quiet, and the company declining responsibility for fulfillment. Other reviewers describe fast, professional help that fixed problems and replaced damaged items.
Several reviewers describe billing and refund issues. They cite sale prices not being honored, return fees being charged, and returns not being credited. A few also mention tariffs and canceled orders after slow problem resolution.
Order management and tracking often feel difficult. Reviewers mention no simple way to cancel, slow or broken returns, split shipments, and packages marked delivered that never arrived. A few, however, report smooth ordering and fast shipping.
Many reviewers praise the build and style of newborn and children’s items. They highlight well-made outfits and quick, careful packing. A smaller group reports weak packaging and items arriving damaged or apparently previously returned.
Communication feedback is divided. Some customers got clear, straightforward replies and had promotions honored. Others report no follow-up, being pushed to marketplace vendors, or no ownership of vendor ship dates.
Overall feedback splits between very positive and very negative. Strong reviews focus on product quality and a few cases of quick support. Critical reviews point to fulfillment failures, silent service, and refunds that never get resolved.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Customer service was unresponsive and overnight shipping failed.
“I paid for overnight shipping on an item and didn't get it for weeks.”
Customer service was unresponsive and order cancellations went unanswered.
“I emailed them multiple times with no response.”
Part of order was missing or delayed and Maisonette refused refund.
“Maisonette refused a refund or replacement and hid behind being a “marketplace,” placing the entire loss on me.”
Customer service deteriorated and sale prices were not honored.
“Customer service is exceedingly horrible and now no longer can be reached by phone.”
Parcel reported delivered but not received, and refund was not offered.
“Parcel was not delivered and after weeks of waiting, a refund was not offered as the courier said it was delivered”
Order shipped without tracking and customer service never followed up.
“I never received tracking information or the product.”
Damaged item was promptly replaced.
“Darling unicorn which was replaced promptly when it arrived damaged.”
Return process charged multiple fees and many items were not credited.
“I was charged the $9.95 return fee on two dresses and two dresses over $200 total were not credited to my account.”
Received a previously returned, damaged item and customer service was slow.
“They shipped me an item that was clearly a previous return.”
Unable to cancel order easily and return process was slow and broken.
“They do not have a way to cancel so I reached out immediately.”
Concierge stopped responding after helping place an order, item never arrived.
“I reached out to the concierge multiple times about the second order and never hear back!”
They follow up with vendors but take no accountability for fulfillment.
“they take zero accountability for fulfilling communicated ship dates or appeasing customers that reach out with issues.”
Customer service was helpful, fast, and replaced the jammies.
“Helpful, fast, and reliable.”
Products liked but customer service was unhelpful and unresponsive.
“their customer service is terrible.”
Company refused to change payment method or cancel late items for a toy drive.
“The company has been completely unreasonable and unhelpful and won't cancel the items”
No customer service, reviewer purchases elsewhere.
“No customer service. Cute stuff. I google lens their products and purchase elsewhere.”
Order split into three shipments and one shipment went missing with poor communication.
“the third shipment has been missing for over 2–3 weeks”
Customer service was responsive and helpful.
“Responsive and helpful!”
Reviewer calls the site a scam and strongly advises against ordering.
“THE BIGEST SCAM EVER”
Customer service was unfriendly and ineffective at resolving issues.
“Customer Service is not friendly and does not work to resolve issues well.”
Customer service helped return an accidentally ordered duplicate dress easily.
“Your customer service team was responsive and helped us return the item easily!”
They responded quickly about a return.
“The quick response regarding the return was nice to see”
Slow, poor customer service led to tariffs and canceled orders.
“Worst customer service experience of all time.”
Ordered well-made newborn outfits and service was prompt.
“They have beautiful, well-made options.”
Found unique items and experienced responsive, helpful customer service.
“the customer service has been great whenever I have had a question or needed help with an order.”
Customer service provided clear, transparent responses and honored a promotion.
“Customer service responses were clear and to the point;”
Reviewer was very happy with Maisonette's customer service.
“Very happy with their customer service!”
Review mentions dealing with the company without specifying details.
“Dealing with your company”
Customer service was professional, prompt, and helpful; product quality and price praised.
“My experience with customer service was both professional and helpful.”
Reviewer calls Maisonette's customer service outstanding.
“Outstanding customer service!”
Product quality and website were great, and customer service was praised.
“Great website. Great quality costume for kids. Great customer service!”
Customer support was very communicative and fast, impressing the reviewer.
“Extremely communicative, expeditious customer support!”
The reviewer's issue was solved and the experience was great.
“experience was great, issue solved.”
Reviewer says customer service is exceptional and the best.
“Customer service is S tier!! Best out there!”
Support was excellent and fast; reviewer intends to return.
“Excellent support and FAST!”
Customer service responded promptly even over a holiday weekend.
“they were very prompt with returning an answer even when it was over a holiday weekend.”
Reviewer appreciated the ongoing quick responses.
“I appreciated the ongoing quick response”
Product was great and arrived fast in well-packed delivery.
“Great product, fast and very well-packed delivery.”
Gift arrived poorly packaged and not as described, disappointing the sender.
“the package arrived in a very poor and unprofessional condition.”
An item went on sale before shipping but Maisonette refused to honor sale price.
“One of the items I ordered went on sale before it shipped, but they refused to give me the sale price.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Maisonette is an online retailer for children’s clothing, toys, nursery decor, and related lifestyle items. It curates products from independent designers and established brands, with product pages that include photos, sizing, and shipping details. The site also offers gift registries and editorial content on parenting and children’s style. Shoppers can browse clothing, gear, toys, and nursery furniture through the storefront.