“Let me be very direct:
This is one of the worst customer service experiences I’ve ever had.
I placed two orders worth over $270 AUD.
What I got in return was complete silence.
The product I received was not the same as the photos on their website.
The photos clearly show metal shoulder snaps.
The description clearly mentions this feature.
The item delivered? No snaps. Completely different product.
So I contacted them.
Email on 14 November 2025-->ignored.
Follow-up email on 19 November 2025 -->ignored.
Online enquiry on 19 November 2025--> ignored.
Instagram comment on 22 November 2025-->ignored, while they continued replying to other people and liking random comments.
At this point, it’s not busy.
It’s not delayed.
It’s pure neglect.
It honestly feels like once they get your money, they disappear.
You can’t call, because there is no phone no. on their website.
Your only option is email, and even that goes into a black hole.
And the worst part?
I now see many other people sharing the same experience.
So this is not an accident, it’s a pattern.
For a brand selling products at this price point, this level of customer disregard is unacceptable.
If a company can’t even reply to a basic email in two weeks, how can anyone trust their products, their quality control, or any after-sales support?
I will not buy from them again.
And to anyone considering it, think twice. Once your payment goes through, you may never hear from them again.”
“We have made two different purchases from their website. Both times they processed the order and payment but we did not receive an email stating the items were shipped. Both times we had to reach out to their support who did not respond until 2 to 3 days later. Once their support came back they said the items were no longer in stock and issued a refund. Horrible experience as it was on us to reach out and discover these items were no longer coming to us. This happened two times. Never shopping with them again”
“Ordered 3 track suit sets up for all 3 kids and sized up. Two size 5s and size 0 for my very petite baby. And they are all almost too small to fit! My baby is 5 months and the it’s so snug, there’s no way this would last ANY baby till their 1 year old! My 4 year-olds are also small-average in build and even with sizing up it’s very snug. This is so disappointing after spending hundreds of dollars!!!! Would not consider shopping here again.”
“Purchased two items for the first time. Wouldn’t buy again. Like the prints and style but the quality was shocking for what you paid. The pants stitching was coming undone and the colour faded after one wash.”
Hello, thank you for your review. Sorry to hear your order took longer than anticipated. Due to COVID 19 crisis there has been some delays with Australia Post.
I sincerely apologise again for these delay and we really appreciate your patience.
Hello, thank you for your review. Sorry to hear your order had not arrived. Due to COVID 19 there has been some delays with Australia Post. If you could please send an email to our customer service team hello@huxbaby.com - we would be more than happy to investigate this for you. Thanks so much! Rachael
“I still have yet to recieive my package with my order yet continually receive lots of emails with promotions and requesting feedback.
So ...not my favourite experience.”
Hello, thank you for your review. Sorry to hear your order had not arrived. Due to COVID 19 there has been some delays with Australia Post. If you could please send an email to our customer service team hello@huxbaby.com - we would be more than happy to investigate this for you. Thanks so much! Rachael
“Can’t express enough how disappointed I am in Huxbaby. I placed this order on March 21. Today is May 22 and it still hasn’t arrived. Even with the worst case delays from COVID-19 as stated by AU Post, it should have arrived by now. But COVID-19 delays aside, what I’m most frustrated by is the lack of communication from Huxbaby. My emails dated May 12 and May 19 are still unanswered. Adding further insult to my two month wait is that the items I ordered are now all on sale. I would like a full refund for this order. Could someone please get back to me ASAP?”
Hi Sarah,
I sincerely apologise for the delay in responding back to you - our inbox is unfortunately very backlogged at the moment to to the COVID19 crisis.
I have had a look at your tracking and can see your package is now in NZ - it's awaiting clearance in Auckland - it should be with you very soon now.
Unfortunately almost every single international order we have from the last couple of months has had their tracking stuck on the same stage that your's was for long periods of time (cleared and awaiting international departure) - it seems to be happening across the board.
Aus Post have been working their way through a huge backlog and they have advised that packages sent between late March and late April are particularly affected by this. The time frames given on their website are for orders sent now - unfortunately the delays listed are not at all accurate for what we have been seeing for all orders sent in the above mentioned period.
I completely understand this is a frustrating situation and I apologise that you've had this experience when ordering with us.
I can see your order had a 15% discount applied so I will process a refund for an additional 10% to bring it up to the 25% off sale we've just had.
I'm really sorry again for all of this and your patience has been much appreciated.
Thanks, Rachael
“As of today I have STILL not received my order which was placed In April.
I understand that things have been taking longer to ship but I have received packages from overseas in a few weeks.... it’s been almost a month and not a word or package :/”
Hello, thank you for your review. Sorry to hear your order had not arrived. Due to COVID 19 there has been some delays with Australia Post. If you could please send an email to our customer service team hello@huxbaby.com - we would be more than happy to investigate this for you. Thanks so much! Team Hux
Hello, thank you for your review. Sorry to hear your order had not arrived. Due to COVID 19 there has been some delays with Australia Post. If you could please send an email to our customer service team hello@huxbaby.com - we would be more than happy to investigate this for you. Thanks so much! Team Hux
