We ordered a bed (Order #28731) with mattress and delivery from Babyfair for our 3-year-old son. I want to start by saying that the bed itself is beautiful and very good quality, and if everything had arrived correctly this would have been an easy 5-star review.
Unfortunately, the experience that followed has been extremely frustrating and, at the time of writing, is still not fully resolved.
The bed was delivered on 4 February, but one of the siderails was missing the connector hooks required to assemble the bed safely. This meant the bed could not be built at all.
We were initially told a replacement would arrive within 3–5 working days, however the first replacement took 10 days to arrive, and when it did, it was the wrong colour.
A further replacement was then arranged, which took 15 days to arrive, but when this finally came it turned out to be the wrong side of the bed entirely, meaning the bed still could not be assembled correctly.
At this point, more than a month after delivery, our son has effectively been without a usable bed.
The issue appears to stem from errors within the manufacturing/production team, as multiple incorrect parts were sent despite the specifications being explained several times. At each stage the correct specification had already been explained, so the repeated errors appear to have been avoidable manufacturing or production mistakes rather than a misunderstanding of the order.
Customer service communication was kind, polite and generally helpful, although at times quite vague and it often required repeated chasing for updates. When I eventually spoke directly with Natalie on the phone she was very apologetic, took ownership of the situation, and arranged for the correct siderail to be prioritised in production and dispatched via FedEx.
However, it is frustrating that this level of prioritisation only happened after the second incorrect replacement, when in my opinion it should have occurred much earlier — particularly after the first incorrect rail was sent.
An important factor for our family is that our son is deaf, and routine and environmental consistency at night are particularly important for him. Being without a properly assembled bed for such a long period caused avoidable disruption and distress. Once the company was aware of this, it would have been reasonable to expect the situation to be prioritised sooner, particularly in light of the principles set out in the Equality Act 2010, which encourages businesses to consider reasonable adjustments for disabled customers.
A goodwill gesture of gifts for our children was offered after I requested a partial refund under the Consumer Rights Act due to the inconvenience, although monetary compensation was refused.
At the time of writing we still do not yet have the correct siderail or goodwill gifts, so the matter is not fully resolved. However, we have been advised that the correct part will now be prioritised, dispatched Monday and delivered Tuesday via FedEx. If this happens as planned, we are hopeful the issue will finally be resolved.
I will update this review once the final siderail has been delivered and the issue is fully resolved.
In summary:
• Product quality: Excellent
• Manufacturing accuracy: Poor – multiple incorrect parts sent
• Replacement delays: 10 days for the first replacement, 15 days for the second
• Time without a usable bed: Over one month
• Customer service: Kind and helpful, but communication sometimes vague
It is a real shame, because the bed itself is lovely. If the original siderail had been correct — or if the first replacement had been accurate — this would have been a completely different experience.
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