Terrible service, no communication and noone cares!
Please read below for the short and long version:
Cybex Pushchair, Carrycot and Car seat ordered as package at EventCity baby show in Manchester on the 28th September, with a promised delivery likely at 4 weeks, but certainly within 6. After 18 calls and 87 minutes on the phone(!), all I managed is to get my money back and of course no products, as they were never delivered for various reasons, despite their saying of the opposite. No communication from them within the first 6 weeks at all. Avoid! Terrible, terrible, terrible!
8th November: I called them for the first time to find out why I haven't received yet, as more than 6 weeks had passed and without any communication from their side. They told me that the car seat is not available, but the carrycot and the pushchair are. However, they would have a delivery on that day, so it might contain the car seat. They would call me back to let me know. They never did.
11th Nov: I called them again on Monday to find out if the new delivery to their warehouse also contained the car seat. They said again they have another delivery on Tuesday and will find out and call me back, which they did, but they still didn't know. They promised to call me on the next day (Tuesday) to let me know. They never did.
13rd Nov: I called on Wednesday and since the car seat was still not available, I asked to get a refund for the car seat and be sent the carrycot and puschair, since they were available as they said. However, since this was bought as package, it required the manager's input on the price to be refunded for the car seat only.
14th Nov: Called, but still awaiting for the manager and advise on price when back on Friday
15th Nov: Sorted the refund, got the money back the following Monday. They also agreed to send the carrycot and pushchair on the following Wednesday.
21-22nd Nov: No calls or products received until Thursday this week, so I called again to find out what happened. Allegedly, UKMail who would deliver picked the wrong colour, found out and never delivered. Had this discussion until Friday and them trying to find a spare to send (although supposedly, it was available in that colour).
25th Nov: They found a spare which could be sent to me, but they were waiting to be delivered by Cybex, who also apparently gave to the wrong BabyPlanet store in Derby, not in Leicester!
27,28th Nov: After more calls the correct pushchair and carrycot were with them and would be sent to me the following Wednesday!
6th Dec: Nothing delivered, so I called to find out why. Apparently, the package was given to DPD to be delivered, but not trace of it, so they gave 48h to DPD to investigate!
9th Dec: Package could not be found, so refund was requested, which was received the following day.
Bottom line: There seems no communication between the office and warehouse. No call backs or communication to the customer. I wouldn't expect after sales service to be any better. Ladies in the office, apologising every time something happens, but not putting any effort to rectify it, does not feel genuine at all! Also, if you say you will call back, do it, every time not 1 in 4!