I ordered a babywearing coat that retails at £160. The first delivery was the wrong size. I explained this via and email and used photos to explain it was advertised incorrectly as a size 12, but a size 10 was sent. I asked for an exchange for the right item, but requested the sizing issue was checked to ensure I didn’t get the wrong size again and was reassured it would be. I then returned at a cost of £11 postage (I was told I would be reimbursed for this). The item was exchanged and I got a second coat, with exactly the same sizing issue as the first! Completely at a loss customer services told me to return. I asked for a larger size this time (advertised as a size 14) and paid another £11 postage to return at my inconvenience. I then was told that I could have the original £11 “reimbursed” as a cheque which would take 14 days to get to me or a voucher for £20 off my next purchase. As I actually wanted the money I’d had to spend I asked for a cheque. The 3rd coat arrived, finally a size 12 (but I ordered a size 14 to get this) but was missing the panel and hood that are necessary to make it a babywearing coat!!! The ineptitude is unbelievable. At this stage I was refused contact from a manager and told to send the coat back yet again, at a cost to me. So, in the middle of Covid, they wish for me to take a newborn to a post office 3 times, costing me £33 in postage, of which the only way I can get back is in 3 cheques, which I will also have to go to the bank to cash. Their only alternative offer at this stage was a 20% discount (which was the offer everyone could get on their website at that exact time) to accept the “faulty” coat (that I couldn’t make any use of due to the items missing). I notified them I was trying to source the items from the manufacturer and would be in touch to resolve with them and they closed my complaint!!!! Absolutely disgusting service, I’m glad the manufacturers owner agrees how abysmal this is and hope she takes her gorgeous coats to another distributor! You can’t speak to anyone, the customer is never right and they put zero effort into resolving, I will never ever shop here again and share my experience with everyone I know.