⭐ 1 Star – Poor Customer Service & Questionable Product ConditionDreadful first experience with Oliver’s BabyCare.I ordered two car seats (one for each vehicle). Delivery was prompt, however one of the boxes had clearly been previously opened and re-taped. Upon opening, it was evident the item had either been returned or previously handled — the internal packaging was not intact, the anchor straps were fully unravelled, and protective foam was incorrectly placed rather than secured.The second seat appeared new, however when installed using ISOFIX and tested with our 2-year-old, the impact shield was extremely tight — even on its maximum setting. We struggled to secure it properly, and it caused visible discomfort to our child.For context, the product is advertised as suitable for use with the impact shield up to approximately 4 years (21kg / 105cm). Our son is 2 years old and well within these limits, yet the seat is already impractically tight.I contacted Oliver’s BabyCare requesting a collection and refund on the basis that:One item was not supplied in new conditionThe product is not suitable for its intended useUnfortunately, this is where the experience deteriorated. The response has been dismissive and unhelpful, with the company attempting to treat this as a standard return and expecting me to cover return costs and transport two large boxes myself.I have advised the items are available for collection. If this is not arranged, I will proceed with a chargeback / Section 75 claim via my credit card provider.A company is judged by how it handles problems — not when everything goes smoothly. Based on this experience, customer service falls well below expectations.UPDATE (following business response):I note the response from Oliver’s BabyCare, however I do not agree with their characterisation of this as a “change of mind” return.My concerns have been consistent throughout:1) One of the items was not presented as new, with clear signs of having been opened and incorrectly repackaged2) The product is not fit for purpose in practice, despite my child being well within the stated specificationsI would also highlight a contradiction in the response. It is stated that items are “thoroughly inspected prior to dispatch” and not previously opened, however one of the boxes was clearly re-taped and internally disturbed, whilst the other arrived factory sealed. This inconsistency raises further questions regarding handling prior to dispatch.This is not a subjective preference issue. The impact shield is so tight that it has to be forced into place and causes visible distress to my child, which raises genuine concerns around safe and practical use.Under the Consumer Rights Act 2015, goods must be:- Of satisfactory quality- As described- Fit for purposeIn this case, I do not believe those requirements have been met.I have made the items available for collection and simply requested a reasonable resolution. Despite this, the company continues to rely on its returns policy rather than addressing its obligations under consumer law.I will now be proceeding with a chargeback / Section 75 claim.I will update this review further depending on how the matter is resolved. As the public can see yous are dismissive and have a total disregard for consumer law..
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