"I questioned the shipping charges on my…"

I questioned the shipping charges on my order because I ordered 3 of the same things and 2 were shipping free and I was charged $9.95 for the third item. I sent an email and received a response in 2 days that the situation was being looked at. I received an email every couple of days to let me know they had not forgotten me. They finally let me know that they were refunding the charge. It was a glitch and they were correcting it.

"You resolved my issue and sent another…"

You resolved my issue and sent another stuffed animal which I received today

"Terrible experience "

I recently purchased two items on their website and only received one. I immediately contacted them with evidence. I was told by Jay that they would start investigating and I would receive an update in less than 3-5 days. I waited for more than a week, no matter how many emails I sent them, no response. The customer service team remained silent. No update, no answer, no follow-up calls from them. I couldn't wait any longer as the items I purchased were xmas gifts for my best friend's kids, and I told them several times, I already made the payment and I needed the items to arrive before the upcoming week. Still no response. I had no choice but to contacted the vendor myself, got a response from the vendor, and they were very kind to send me the missing item. Beware of this online store, terrible customer service! Especially the items marked "final sales", they knew you couldn't return nor get a refund so they don’t care about your order.

"I was sent a defective item and then…"

I was sent a defective item and then sent a return label that is not valid in the United States. Customer service said “sorry there is the vendor return policy” — perhaps that want me to fly to Canada to ship it back. Absolutely horrible service and I’ll never ever order again. They take zero accountability, its just a third-party selling platform. You’re better off going direct to the vendor.

"Damaged order still not resolved- poor and unresponsive customer service "

I received damaged gift wrap from Maisonette over five weeks ago. Since that time, I have tried repeatedly to have the paper replaced (initially) or credited back to my card. I have had to move on with other holiday wrap and have repeatedly requested my card be credited. The only responses I receive are scripted ones stating someone will be in touch with me within two business days. This has yet to happen. It has been over 5 weeks and the matter is still unresolved.

Update: I have received reimbursement for the damaged items. This was a disappointing, lengthy and frustrating experience.

"I purchased matching Christmas outfits…"

I purchased matching Christmas outfits for my two children. I received the order confirmation and shipping confirmation, along with tracking info.

The tracking email showed both items in the same package, and the "your order has arrived" email listed both items. But only ONE of the two items was in the package. I have been attempting to contact customer service for a week via multiple emails, and have heard nothing back. I've used Maisonette many times in the past without issue, but after this I am unlikely to return unless they can promptly solve this issue.

"Everything was as viewed"

Everything was as viewed! Arrived as quoted. Very pleased.

"0 customer service, terrible experience"

Bought 2 items from the same vendor and they made me return them separately, charging $9.95 per item. Thats $20 out of my pocket for 2 unopened items that the return request was sent in the day the item arrived at our house. Both items are from the same vendor and being returned to the same address, but I was charged for 2 transitions... There is no customer service number to call on their website and I emailed both their "customercare" and "info" email addresses 4 times over the course of 7 days and never received a response. Terrible

"Great Customer Service and Prices!"

I’ve been researching a great playset for my 4 children. I found one I loved, but was hesitant to buy since playsets can be quite pricey. In my research, I found the exact playset I’d been eyeing on sale at Maisonette. I decided to pull the trigger, and to my surprise, I was even able to use a Black Friday promo code they offered, saving me over a thousand dollars! Fast, free shipping was the icing on the cake. I had a request for customer service and Sharleen was super sweet and helped me very efficiently. Great company!

"I feel like I can continue to trust…"

I feel like I can continue to trust Maisonette because they really made sure even with a final sale that if the item was defective I would be taken care of. Thanks so much!