We bought an Obaby changing unit, which we ordered at the Baby Show at Birmingham NEC. The unit arrived within a few days and I got to assembling it right away. At the final step of assembly, which was attaching the door to the front of the unit, it became apparent that the door wasn't compatible with the hinges as the hinges didn't protrude far enough out to be able to hook them into the holes for them in the door. No big deal, I emailed customer support to flag the issue in the hope that they would send replacement hinges or resolve the issue for us.A week later (so much longer than the 24 hours they say is their aim on their website), after sending a chaser, I then get an email insisting that the hinges are the correct ones and that I must be doing something wrong. Even though I'd sent photos to them that clearly showed it wasn't possible to attach the door to the hinges as fitted.After sending more photos and waiting another week and half, I then get a message saying replacement hinges have been dispatched to me. Those hinges arrived yesterday, and they are identical to the ones that I already have, and therefore won't solve the issue. So three weeks later (and three weeks closer to our due date) we are no closer to having a fully assembled changing unit, and I have just sent another email to customer support with even more photos to show that they still haven't addressed the initial problem.As well as it being frustrating that there is no customer service number to ring to get things resolved more quickly and be able to have a conversation live with someone as to what the issue is exactly, the slow response to emails and incredible drawn out experience (which is no closer to being resolved) feels incredibly poor, and I don't feel that the generally good quality of their products makes up for the poor after-sales support.
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