I attended the Liverpool Baby planet baby show in May 2022. At the show, the staff were very eager to persuade us to order items making certain promises around delivery. So we ordered an Obaby cot, chest of drawers and Mattress. The deals were good, and we were very happy. However, we were categorically told that delivery would take 8-12 weeks maximum and as we were not ready to receive the furniture yet, we asked many times if it could be delivered within the correct timescale (8-12 weeks). We were assured this would be the case guaranteed. A few weeks later, without any warning, Obaby tried to deliver the furniture. Frustrated, we rang Baby planet and were basically told that the staff at the baby show had no idea what they were talking about with timescales and that things are just delivered as and when they come into stock with the company, not when we want. It’s pretty unprofessional to take large amounts of money based on false information. Had we known the delivery would be as and when, we wouldn’t have ordered those items in May. Anyway, we were then assured the furniture and mattress would arrive within the correct window (in early August). It has now been 15 weeks since we ordered and we have received the cot and chest of drawers (after chasing Baby Planet) but not the mattress. Baby Planet have not been updating us on why this is and the customer service has been poor. So I contacted Obaby myself last Monday and they said the mattress is out of stock and that they do not even have an estimated date as to when it will be back in stock. When I rang, I spoke to a very unhelpful (and seemingly very unhappy) lady called Lynn. When I explained the situation her, her response was “right well there’s not much I can do about this but I’ll contact Obaby and see why it hasn’t been delivered”. To start off with an attitude of “there’s not much I can do” when it’s literally her job to help customers was appalling. Lynn was defensive, unempathetic and rude. It’s been 2 weeks now and Lynn has not even bothered to call me back despite saying she will do twice (I’ve called her twice now). It’s bad enough not getting what you you paid for, but to deal with unhelpful and borderline rude staff is the cherry on top.
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