Review Time
A massive thank you to Dianne, Emma and Lucy at the Derby store! Had a wonderful shopping experience with them, all super informative and attentive and helped me find the items right for me at great prices. Could not have been more helpful! As a first time mum I needed a lot of advice, and they were there to give it! Overall super experience!
Ordered a £400 owlet baby monitor on the 20th September. Website states 7-10 days for delivery. Over a week later order still said processing. Emailed them to see if there was an update. No reply. Called them the following day and they said I would be receiving it w/c 3rd October. This week it still stated order was being processed. Called them again, the person on the phone said it would definitely be here next week, and I said you said that last week. I asked for a refund which he was reluctant to give me… I said I’m £400 out of pocket with no sign of getting the item which I NEED! He then said the refund can take up to 5 days which you would have received the item by then. I said I wasn’t happy as they already said I would be receiving it this week which I clearly wasn’t as they still hadn’t received it to send out to me. Be very careful of this company, they clearly don’t have the items on there website in stock, which to me is false advertising.I have now received my refund within 24 hours.
Ordered a cot and mattress online. Item said it was in stock and it would be sent within 1-3 days. The mattress was delivered very quick but no sign of the cot. Rang and spoke to someone to be told it isn’t delivered by them and I had to wait 7-10 days (it had already been 7). Rang again after another 7 days. Was in the phone line and ringing out for 25 minutes before someone finally answered. Was then told the order hadn’t been passed onto the delivery company but they were apologetic about it. The delivery company then got in touch straight away and delivered within 4 days. Can’t fault the cot it’s just a shame there was a slight issue with the ordering process and lack of communication!
Customer service not existent.I had the wrong car seat sent to me and I tried to contact them via email and phone ( waited on hold for over 2 hours without an answer) never had a response to my messages, therefore cannot arrange a return/refund.Do not make online purchases with this company, it’s all good if you get your item, but if you should require any support for online purchases forget it!!!I have reported to trading standards!
As first time parents, welcoming triplets, it was a big decision for us to make when purchasing our pushchair and car seats. We made multiple visits to the Derby store and every time we were welcomed and the advice we received was informative and the staff were excellent. When it came to making our final decision, the staff did all they could to work out the best deal and the order was placed. Our car seats were on a longer lead time, due to them being a new model, and throughout we were kept updated. We were informed as soon as they arrived.We would like to sincerely thank Lee and the team at Derby Baby Planet for all of their help. The triplets are looking forward to their first ride out in their new wheels and car seats!
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