Reviewers most consistently praise Maisonette’s customer service responsiveness and clear communication, and many report well-made, stylish children’s products. Several customers highlight easy website navigation and smooth ordering. However, there are repeated complaints about unexpected tariffs or additional fees, denied sale-price adjustments, and occasional poor gift packaging or unclear gift-wrap options. For buyers: check product origin/tariff notices and gift-wrap details before purchase, and contact customer support for price or return questions since many reviews report helpful resolution.
Examples from available reviews (Nov 2022 – Feb 2026).
Smooth ordering, quick shipping, good selection, and responsive customer service.
“The ordering process was seamless and shipping was quick”
Slow, poor customer service led to tariffs and canceled orders.
“Worst customer service experience of all time.”
Customer service provided clear, transparent responses and honored a promotion.
“Customer service responses were clear and to the point;”
Gift arrived poorly packaged and not as described, disappointing the sender.
“the package arrived in a very poor and unprofessional condition.”
Most reviewers report fast, helpful customer service and straightforward returns; a minority describe slow responses, cancellations, or unresolved issues.
Reviewers give mixed signals: some praise pricing and honored discounts, while others report unexpected tariffs, denied sale adjustments, or high costs.
Many reviewers find the website easy to navigate and ordering seamless, but several note unclear origin/tariff details and inconsistent gift packaging.
Several reviewers praise well-made, stylish children’s items and distinct selections; isolated complaints focus on gift presentation or packaging quality.
A majority highlight prompt, clear email responses and helpful agents; a smaller group reports slow replies and lack of phone support.
Most reviews describe positive shopping experiences with repeat buyers and resolved issues; a few report strongly negative experiences around service or packaging.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 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 focused on children’s apparel, nursery furniture, toys and gifts. The site curates a mix of designer and boutique brands aimed at parents and gift buyers. Shoppers typically browse by category on the e-commerce platform and place orders for individual items or gifts.