Kiddicare - www.kiddicare.com

DO NOT BUY from Kiddicare. Purchased a single mattress and paid for next day delivery. booking reference can't tracked, and message received about delivery says the sender has not consigned. Money has been taken from my account. NO CUSTOMER Phone number and probably will reply to this saying they have emailed me. I have written to them 3 times and NOT 1 RESPONSE. DO NOT BUY!!!

I have brought a bed for my 7 year old daughter and also paid for next day delivery. None of this happened. I emailed 10 times and then facebook messaged them. Once I had a reply on Sunday they told me nothing could be done till delivery company was open today on Monday. Now again I have emailed over and over but no reply. Why am I being ignored. But they've taken my money

I ordered a 300 pound out n about pram as it was about 5pound cheaper on here. It was meant to be next day delivery. After 4 days I had not heard a thing, then I read the other reviews and was very worried.

No phone no and replies to emails 72hrs. Terrible.

Received a text 5 days later with dpd delivery, it was then delivered-great product but poor poor customer service. I received a reply from kiddicare 8days after my initial order!!!

After searching for a nursery set, I found one on kiddicare for a reasonable price and it was just what u wanted. I ordered it to which it said 3-5 days to come through. I didn't hear anything for 2 weeks so decided to phone them. They told me that they didn't have the correct mobile number for the delivery people to send a message to me whe the set was going to be delivered and time so I gave it to them. A couple of days later I phoned saplings to give them the number as I was told they would be providing the set. 2 and a half weeks later, I went home on my dinner at work to find that the set had been delivered on my drive with no message from the delivery company or more posted. It could have been stolen and I wouldn't have known. With no one to help me and panicking, I walked the heavy flat packed furniture into my house at 8 months pregnant, it was awful, I could have cried!! That night I put the cot bed up and noticed that the rest of the set wasn't the right description. I emailed kiddicare to let them know. They did email me back to say it was right but the name had changed but I said it wasn't as I'd googled the name and it was a cheaper set and the set I wanted didn't have a side table which had been delivered. They told me to open it so I did and as expected it was wrong so I had to put it all back into the packaging and let them know it needed collected. I phoned saplings who told me that kiddicare hadn't updated their website picture and they were advertising the old set (they have now rectified this after I told them) they said I would have to return the full set but cot bed was right and already assembled. Kiddicare said that I could keep the cot bed and it would be deducted from the refund. Not even a gesture of good will with everything that had happened to keep it so I agreed to pay for it. I had to fill in an email to send it back and get a date of return a week later. Nightmare when living in a small house!! Dpd driver called to collect in the morning and I was told it wouldn't fit in his van so he couldn't take it. I emailed kiddicare to sk what was happening and was told at dinner that another driver would collect it so waited in all day for it to be collected or I would be charged. I free mattress came with the set so when I received my refund, I noticed they had taken this off too even though they were the ones that got it wrong and displayed the wrong set on their website, stressed me out, let me walk furniture in my house at 8 months pregnant after leaving furniture on my drive. Awfuk company never again!! The set was sapling Kirsty set and now has been changed to the polar nursery set

I placed my first order for a Chicco multiway pushchair after finding it on my goggle search. Placed my order & paid for next day delivery. I hadn't read any reviews but decided to have a look what people had said then my panic set in no one seemed to have a good word about products or delivery a lot said they hadn't received their order & some said pram wheels were damaged. I am pleased to say I got a text the next day and had my delivery for 8.10 that morning put the pushchair wheels on and it was fine so I am pleased to say my experience has been one of quick delivery and good product. I do think if I had read the reviews I wouldn't have placed an order but I'm sort of glad I didn't read them.

Please do not use this company . If anything goes wrong with your order the customer care team are completely incapable of of putting things right ! I bought an activity centre that had 3 parts missing . 4 weeks on & 42 emails later and I am still waiting for a replacement. A week ago I was assured my part had been reordered and the collection team would contact me & arrange a convenient delivery time . When I chased this up I get an email back saying my toy was dispatched on the 16th Feb and maybe it had been left with a neighbour!! So I am now right back at the beginning as they seem to think I am chasing the toy with the parts missing !!!!!

Worst example of customer care I have come across. Once they gave your money they really don't care.

Kelley

I order a product from this store a few weeks ago, I cancelled it due to not being happy with my order, so I asked for a refund and sent the product back as delivered to me in the original packaging. I was told I would have to pay £20 charge for cancellation so would not get the full refund, after arguing for days with the advisors I gave up and settled for the rest of my money being transfered as soon as back to my account, this was 3 weeks ago, I have called on several occasions and have had to wait over half an hour to get through then been locked off the line, I have emailed on many occasions just to be ignored or replied back to after 5 days. The only fast response I received from them is when I agreed to pay the £20 charge and that came the same day. So clearly selective replies. Very unhappy with this company, will have to refer this further if I do not get a reply for my chase up chase up email

I would not recommend buying from Kiddicare purely based on my own recent personal experience.

I ordered 2 x Ferrari car seats (I have twins) and paid extra for the delivery to be made on a specific day so that I knew I would be at home to receive it. When the delivery arrived, only 1 seat had been sent. As there was no accompanying paperwork I had no idea what was happening with regards to the outstanding seat.

I was not contacted by Kiddicare despite the fact that they had charged me in full for both and also deducted the additional £4.99 for a specific delivery.

They simply sent one text to say the delivery was coming and then another to say that they couldn’t make the delivery….!

Seeing as the telephone number has been made unavailable (how ridiculous?!) I emailed them to make them aware of the situation and they basically made an excuse about a delay and asked me to wait 48 hours to be updated by the courier!!

(In the meantime, the seats were still showing in stock online and available for next day delivery…)

I was not at all happy with their response. One seat was no good to me when I needed two!

I chased them over the course of the following few days and although they did reply to all but one of my emails, in the end I spoke directly to the courier at my local depot who confirmed that they had not been contacted to be made aware of another collection. I made Kiddicare aware of this and they then decided to send the replacement.

I had to request a refund of the delivery charge and was told it would take up to 14 days to process! As it happened, it was done in less than a week (and rightly so! They were quick enough to take the money in the first place despite only despatching half of the order!)

Both seats were sent with the protective covers simply thrown in to the box instead of actually being placed over the seats.

I can only assume that the poor customer service and lack of due care and attention is down to the fact that the company is getting too big and the staff are inundated.

My experience has put me off ever using Kiddicare again. The most infuriating part of all this is that you are unable to actually speak to someone! It all has to be done via email since they no longer have a telephone number in use. In this day and age, I find that absolutely ludicrous. The issue could have been resolved a lot quicker had I been able to speak to someone from the outset.

Customer service is paramount and I feel that they have failed miserably. Sort yourselves out Kiddicare, you are going to lose business fast at this rate!

I ordered a breast pump first for my premature twins, turned up 3 days late, so i had to feed them formula milk, and now i ordered 4 feeding bottles (big mistake to trust them again), but now 3 days later, nothing!!! im still waiting, so im writing this review. So dont believe is next day delivery, is whenever they want! No customer service, apart from a email address.

Apologies in advance for the long narrative, but I feel passionately about this one and don’t want others to have the same awful experience….

Nursery furniture purchased to the value of £709 (Wardrobe, Cotbed, Changing Dresser).

Upon assembly of the furniture, we discovered every item was damaged. I reported this to the Customer Services Desk on 16th March and it took 14 emails between myself and various reps and until 29th March for them to finally confirm the requested replacement parts had been ordered.

On the day of supposed delivery and collection of the new and damaged parts, the courier only turned up to collect, so I contacted them again and was told there had been a system error. Then I received confirmation on 6th April that the 2 wardrobe parts were sent out on 4th April. I asked what was happening with the other 4 parts and was then told the cotbed parts were out of stock, with no information as to whether they would ever be back in stock!

When the wardrobe parts finally arrived, on 7th April, they were damaged just as badly as the originals... At this point, being thoroughly fed up with the whole customer experience, and not trusting I would ever receive a perfect nursery set, I got back on the phone to arrange a collection of the whole order and full refund.

After another 7 or so emails and numerous phonecalls to the customer service desk, the full collection took place on 18th April. I emailed Kiddicare that day advising that the way the courier treated the items was appalling and I should not be surprised if the items arrived back at their store even more damaged than when I had received them. There was no acknowledgement of this feedback!

The following day - 19th April, I received an email confirming a refund of £90 (for the cotbed mattress) was being processed and to allow 5-7 days to receive my money back. I asked why the rest of the order was not also being refunded, given it was all returned together, and was told a day later that the full refund had been processed.

I had to again contact Kiddicare on 5th May when we had received no refund, and again on 9th May when still nothing had materialised (at this point the phone lines were not even working!). After another 6 emails that day, I was finally told I needed to provide my account details for a BACS transfer to be processed (not sure why as we had originally paid by credit card!). This was done the same day and on 11th May I was told to allow 7-10 working days for the refund to appear.

I waited until 26th May for our money to appear in our account, and unsurprisingly it did not!

I tried to call again to find out what was going on and the lines were once again apparently 'closed', so I sent yet another perturbed email…

I received a reply on 27th May to say my refund would be issued the following Thursday - 2nd June. I wrote back to explain this was not acceptable, as our money had been held without cause for over a month by this point, and how could I even trust it would happen this time around? Eventually after another few emails back and forth, I was told BACS transfers are only done on Thursdays, so I would simply have to wait.

I am relieved to say we did finally receive our refund from Kiddicare on 2nd June.

Overall, the customer service from this company has been the worst I have ever experienced.

My emails throughout the process were clearly not fully read/understood and adequately responded to by the customer service team, which meant far more aggravation and back and forth than should have been necessary.

In addition, email responses are obviously template based and phrases like ‘Thank you for contacting kiddicare.com’, ‘I'm sorry if this has caused any inconvenience to you’, and ‘If you have any further questions, please do not hesitate to contact me’, when you are emailing for the 20th time and the rep has still not answered your initial query only serve to antagonize more!

As mentioned, I was not even able to get through to the customer service line on a couple of occasions and never able to speak to anyone with any authority.

When I emailed to ask for a call back from a senior person this also never happened.

Disgraceful treatment and I find it hard to understand how a company of this size is allowed to operate in this way!