Review Time
Sadly, we had a bad experience. We have bought previously and had great expectations for our order. I emailed them multiple times with no response. 2 maileg gifts were immediately refunded (I later learned through Google they do not ship to my state) which is fine. But then I asked to cancel the rest of my order or at least a part of it. No response. I emailed 3 separate times. Customer service was incredibly poor and now I have to go through the hassle of returning- IF I even can!
I ordered a bed coverlet and received an email confirming shipment. However, after a few weeks, I never received tracking information or the product itself. I noticed negative reviews about online orders after my purchase but remained hopeful about my experience. When I called customer support, the representative was not familiar with online orders and took my information to forward to someone else. Unfortunately, I never received a follow-up call or email. I reported the issue to my credit card company to seek a refund. Given my experience and previous customer reviews, this merchant seems unreliable for purchasing unique or high-end items. Their prices were significantly lower than other sellers, which should have raised a red flag.
I would rate this experience lower than one star if I could. After placing an order, I quickly realized it was a duplicate and attempted to cancel it. Unfortunately, there is no cancellation option available. I contacted the support team right away, but they responded days later, informing me that the package had already been shipped and that I would incur a $10 return fee. Moreover, finding the return process is a challenge. I had to email them and wait several days for a reply. When I finally received a response, they provided a return link that didn't work. Now, I'm weeks into this ordeal with no clear timeline or idea of how many more emails I must send to return an item that should have had a cancellation option from the start.
Extremely disappointing experience with MaisonetteI rarely leave negative reviews, but this experience was incredibly frustrating. My order was split into three separate shipments, which was never made clear at checkout. While the first two eventually arrived, the third shipment has been missing for over 2–3 weeks, and still there has been no clear communication or resolution from their end.Trying to change the delivery address was another ordeal—Maisonette made it unnecessarily complicated, with multiple back-and-forth emails and no sense of urgency to actually help.For a company that positions itself as a premium shopping destination, the customer service and logistics are shockingly poor. I’ve wasted time, patience, and still haven’t received what I paid for.I would not recommend Maisonette unless you want to waste your time
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