“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.”
“Placed an order with the babyplanet at the babyshow in October 2019. I spent £1260.50 I was given a 3-6 week delivery slot. I did not receive my buggy in this time. I had to chase and chase and chase. I eventually got sent the buggy -the footmuff. it is now end of Jan 2020 and I am still waiting and still chasing my footmuff. I have had no communication from the babyplanet unless I email them. I have asked they compensate me with a bag due to the failure to keep to there end of the bargain. I spent 5 hours at the babyshow deciding on a pram. I have basically been advised I wont be receiving any compensation we have got your money now thanks bye. I would buy directly from the pram company rather then these 3rd party companies. I am so disappointment that they are not prepared to give me something so small (the bag is £150) considering I have spent over £1000. I understand problems occur and have been very understanding but due to there lack of care for there customers and communication I am writing this review.
Buy direct people and save the hassle of being 7 months pregnant and chasing for a foot muff!!!!”
“Terrible service, no communication and noone cares!
Please read below for the short and long version:
SHORT 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!
LONG Version:
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!”
