“Sadly I would not recommend this company. Selling baby items you would expect high level of customer service as it can be stressful when your pregnant and you really don't need any added stress. I ordered the a cot and changing mat topper which weren't cheap! I was informed the cot would be in stock on a date and would be delivered within 3 days which was fine. When the delivery came it was only the changing mat topper so I had to keep chasing them to find out about the cot. I sent multiple emails, tried calling (opening hours aren't great) I was told on the Thursday delivery would be Friday. Friday came and no cot I called to chase again and was told I would get a call back.... I didn't and when I tried to call they closed! So I had to email again to chase. When I did finally get the cot bed I raised a complaint which they ignored for 3 days. They finally rung me and kept apologising on the phone and said it's not up to their usual standard and they apologise and would speak to management about a partial refund due to all the stress and me chasing things and them not returning my calls.
Email from them today now back tracking and saying they did all they could (which they didn't as they didn't call when they said they would and I have had to keep chasing to find out what is happening!) They are now refusing a partial refund and said I can have 10% off another order. Please tell me why I would put myself through all that stress again and order through you again! I wouldn’t recommend this company to anyone at all unless you want lots of stress when your heavily pregnant already!”
“Ordered 2 x slings and quoted 7-10 working days. Items did not arrive with no updates from the company. Chased repeatedly and after 3 weeks was told one item was out of stock with the supplier. When we contacted the supplier they advised that they had the items in stock and could post in 2 days.
We ordered from Babyplanet as it was supposed to be a reputable supplier but it turns out they are not, with appalling customer service and no interest in helping resolve complaints.
They offered a 5% refund as a gesture of goodwill which equated to £2.50!! My advice would be to avoid and go directly to the suppliers.”
“We also bought from them at the Baby Show in London in March 2024. It was sold as a bundle and they are now stating that we have to pay an extra £100 for the accessories. I will be contacting the Baby Show direct to let them know what sort of people they are allowing at their show. Avoid this company.”
“Bought a pram Thu 22nd Feb, order confirmation received straightaway. Website says "All items showing as stock will be dispatched and delivered within 1-3 working days." Ours was showing as in stock throughout the entire period of purchase and waiting. Phoned Tue and told will be dispatched the following day. Phoned Thu and told should have been dispatched, they will get in touch with the supplier and send me an email with confirmation. No email sent and the phonelines for online are 10 - 2:30. Phoned again Friday and told they didn't have the order...but yet able to cancel it for us...so we're out of pocket until they refund, we don't have a stroller for our holiday and we could have gone elsewhere with no stress all because they're customer service and delivery is shocking. My gut feeling is we used a 5% discount code and it was one of the best prices for an expensive pram already so I think they didn't want to take the order. So if you're paying full price you're probably fine but it's a gamble I wouldn't take with them.”
“wouldnt issue a refund kept saying the item was being despatched and a month and various emails later still no car seat!! baby will be here befpre the car seat is!! awful customer service.”
“Terrible company! AVOID
Ordered a universal shower bath for £50 received no issues. Whilst on a U.K. break unpacked the bath to find a tear in the edge, we made do with cello tape as my daughters are petrified of showers.
Contacted once home and arrange collection of product with Lauren. Sent follow up email as heard nothing. It’s now been 3 weeks since faulty bath returned and not a single update with confirming package received and when refund will be provided OR new bath sent.
The shoddy ‘business’ needs karma to come back round and get them hard. It appears they like mugging people off. It’s about time they taste their own medicine!”
“We purchased a travel bundle at the baby show in Birmingham. We were sold the bundle and showed all of the different parts that would be included. We received the delivery over 6 weeks later with one of the parts missing, only to be told that it's not included in the travel bundle. It shouldn't have been sold to us this way.”
“Absolutely terrible customer service. Do not buy from them.
We were missold a travel bundle from Baby Planet at the NEC baby show. I have rung or emailed the Babyshow team daily for 2 weeks, trying to return the items for a refund. I am currently 39 weeks pregnant and yet to return the wrongly described products.
In all my experience as a consumer, this has been the worst customer service I have ever received.”
“I ordered an Oyster 3 pushchair system
from baby planet in Ashby. Firstly it took a month for it to be delivered to the store and even then I had to ring and enquire about it as I was never contacted. Then when I went to collect my pram certain items were still not there, so heavily pregnant I had to make multiple trips to and from the store. When opening my pram I found there was no adapters to go on my car seat, so when I rang the store to enquire about this they said they must have gave them to me so there was nothing that could be done. After spending £900 on a pram with them, why I would lie about £20 adapters is beyond me. They told me I could purchase some more but they would not order me any in, I will never be purchasing anything from them again. Disappointed.”
“They offer the worst possible customer service. Avoid this company at all costs. After they failed to deliver a baby sling I have emailed, called and sent messages via Twitter, Facebook and now Instagram and simply can’t get through. And they haven’t responded to any of my messages. What is wrong?! My query still not resolved or even answered.”
“Product is fine (car seat), not in its original packaging - should be stated on website as I am intending to give as a gift. Went to store and got original box. Staff were reasonable albeit more argumentative than I would expect. Manufacturers always state to keep the original packaging incase of defects. I don’t think it is unreasonable on my part to expect the original box and if not then ATLEAST be informed of this prior to purchase. Won’t be purchasing from this company again.”
“I'm suspecting this is a fraudulent company, I bought a product on January 9th expecting to receive it on January 13th and I have never received it. I'm sending emails but have no answer and when I call to the customer services it is saying that it is closed, even during the work hours. Don’t buy anything from them, as you can see below a lot of people are not receiving their products or their money back.”
“Your Order #000097001
PLACED ORDER OVER A MONTH AGO, NO ITEM RECEIVED AND NO EMAIL RESPONSE. I HAVE BEEN IN THE QUEUE FOR 3 HOURS, YES 3 HOURS AND STILL NOT BEEN ABLE TO GET THROUGH TO SOMEONE. THIS COMPANY HAVE TAKEN £500 FOR MY PRAM BUT I HAVE BEEN LEFT WITH NOTHING AND MY BABY NEEDS A PRAM!!!!! NOW PURSUING A REFUND BUT NOBODY PICKS UP, AWFUL COMPANY”
“PLEASE AVOID THIS COMPANY!! Absolutely appalling service. I understand the other customers might have had a good experience, but the way they treated me was horrific. They can sure SCAM someone if they want to. I purchased a pram, which was due to be delivered in 7-10 working days. I called every week for about a month after that only to be told that they will let me know when they have the product from the supplier. They didn't check with the supplier in advance to be sure they can deliver in the time advertised on site. They did not contact me, I had to spend hours in the queue waiting to speak to a human being. In the end, I had to cancel my order, I was just emailed that the refund will be processed and the money will return in my account in 3-5 days. IT DIDN'T! I tried to call them today, they blocked my number. I was always polite and I can be reasoned with. I RECORD ALL MY CALLS AND I CAN PROVE IT!!!”
“I'm not sure if this company exist in real. They are very fast to take payment however not so fast to send your order through.
I have been waiting for our baby car seat for over 4 weeks now and I lost my hope. I have been in comunicatn with customer service however after another week of prommising that my delivery will be dispach next week they have stoped replaying in to my emails. I hope my credit company will help with getting my money back! Stay away from this people!!!”
“I ordered a number of items from baby planet including a car seat and Bugaboo, they took payment months ago for approximately £1000. When items did not arrive, I chased several times and was finally told they were unable to fulfill one of the items and advised nothing would be sent until all arrived (this would have been after due date). After several calls and emails, we received most of the items; this included a pram frame but no pram. I then had to purchase the actual pram itself from John Lewis who were able to fulfill my order immediately. BabyPlanet offered to refund this item, but not at it's full value. It has taken months to arrange a refund (I've still not received the money).
They then delivered the out of stock item, despite having email chains that they would be cancelling and arranging a partial refund. This has resulted is in us having to store said items (which were large) at home, and advised this would further delay the partial refund (which we've now been waiting months for.)
My family our self isolating due to being classed as vulnerable, and we have had to be in contact with multiple delivery drivers, when they delivered incorrect item, and arranged collection.
I requested a manager to contact me, and have still not received any calls from one. In response to my latest email, I was told a manager had contacted me and I'd spoken to them, which clearly I have not.
I have spent hours on the phone and writing emails trying to resolve this, by using alternative, reputable companies we managed to get the items needed, otherwise we would have only had half a pram (ridiculous), and no car seat to take our newborn home from hospital with! We are still waiting for a refund, for the items they were unable to fulfill... And as mentioned earlier, they wouldn't even agree to refund the full value of the item!
AVOID THIS COMPANY!!!!!”
“I purchased a few items with Baby Planet at a baby show in March. Following the show, i did some research into the company and was worried by the bad reviews i found online. I instantly called the company for clarification and got straight through to the customer service team, they had my orders and confirmed what i had been told regarding delivery times at the show. I am pleased to say, following this the customer service has been excellent by Phone, Email and Twitter. All of my enquires have been answered within the same day. Plus, all items ordered were delivered within the time frame specified. You just need to be prepared that when they say at a baby show it is 10 - 12 weeks for delivery, it will be. We paid a fantastic price at the show so waiting for the items wasn't an issue. I am very pleased with the service we received so if you are in the same situation as I was and worried following reading reviews, i hope this gives you peace of mind.”
