I ordered a product from kiddisave (said it was in stock) 12 days ago. I have not heard anything since the order confirmation and money was taken from my account. After 8 days I emailed them and then again through their web contact form 10 days after the order. I have made another complaint today after calling them and being kept on hold for 30 minutes. No-one answered.
As yet I have had no communication from them and have been unable to speak to anyone. I don't know where my order is or when to expect it.
Overall very poor customer service and I shall be cancelling my order if I do not hear from them in the next 2 days.
We've been waiting one whole month for a Bugaboo pushchair from Kiddiesave, they have been stringing us along. A week back they said "stock was coming in" but still the product hasn't arrived, four weeks after the order date. Now I can't get through on the phone, I've called several times - the number has been either engaged or just rings and rings. The item is now showing as "in stock" on their website.
I'm slowly waking up to the fact that this is a scam.
Be aware, YOU HAVE BEEN WARNED!
Following their reply below, I have emailed the company at the address provided, as requested, with my order number. I have had no reply since, we are still trying to get our money back from this company.
Having visited Kiddisave at The Baby Show at the NEC last month, we decided to place an order as they were the cheapest for what we were looking for (Maxi Cosi pram set).
I had already ruled out a couple of other suppliers as they used Yodel as their deliver partner (THE worst courrier in this country!) so I was glad to see Kiddisave used Interlink Express for "the majority" of their deliveries (the website quantifying "majority" as either being Interlink Express or Royal Mail for smaller orders).
Imagine how annoyed I was then to find Kiddisave had shipped my order using Yodel. After receiving the shipping notification I called Yodel to ask they leave the parcel in a "safe place" as they have done on numerous deliveries to my property. The chap at Yodel who I spoke to assured me he'd messaged the driver with my instructions and that was that...until I received the dreaded "Sorry we missed you..." text from Yodel.
So on the phone to Yodel again, this time to be told they couldn't deliver to my "safe place" (nor a neighbour) as they needed a signature from the customer. When I asked why I wasn't told this the first time I called I got the usual fobbing off you get from call centre's when making a complaint.
As there was going to be nobody at home to take delivery I arranged to go and collect the parcel (a 30 mile round trip) from the depot in Manchester. On arriving at the depot I was first handed one parcel (when expecting three) then three more turned up...
On arriving home and inspecting the consignment, it was clear that Kiddisave had shipped two of the same items so I got in touch (as any honest person would) to let them know. I did take the opportunity to also complain about the courier farce and having to go out of my way to collect.
The person dealing with my complaint (Helen) started off very pleasant but as our emails went on she became more and more rude - she was almost shocked that we wouldn't wait in all day for a courier to collect the item and flatly refused to collect at the weekend (dropping in some random comment about her being ill or something which was completely irrelevant to me as a consumer buying from a retailer).
We finally settled on a weekday AM (note the AM here) collection and that should have been the end of it...
Instead I got an email from Interlink Express saying they would collect (on the day agreed) but it would be between 9-5. I emailed Kiddisave to tell them this wasn't acceptable and to arrange an AM collection as previously agreed but got no response so the courier arrived at 2PM at the time my wife was out walking the dogs (she'd waiting in as long as possible). I did make it clear to Kiddisave that we couldn't (and wouldn't) wait in all day to rectify their mistake.
I've not heard anything else from Kiddisave, and still have the item awaiting collection. I hope they are aware of the unsolicited goods regulations...
Everything I state here is backed up by emails between Kiddisave and myself.
It's a shame as they are very good on price, but I suspect they are a small outfit pretending to be much larger than they actually are and come across very unprofessional when things go wrong - I've since read lots of bad press about them on Mumsnet and other sites which would have put me off ordering from them had I read them first.
I have to say the items that I did order were exactly what we wanted so we are happy with that side of things, but it doesn't balance the poor experience I'm afraid.
Seems like they delivery only 40% of the orders, So you have 0.4 probability to get your order delivered. Don't get cheated with Low prices !! They don't answer telephone and emails. Even if they answer they keep telling you " we are expecting a delivery on tuseday or friday, As soon as your order is here we will send it on a next day delivery"
And then when the next time you contact you get another reply " We surely got the delivery but your order was not on this delivery we are expecting a delivery on tuseday or friday, As soon as your order is here we will send it on a next day delivery"
So that repeats forever until you get fed up with your life
If you order anything from this site, you gonna wait for your items whole your life time,
and then when you are 90 yr old you get your delivery but its not complete, footmuff is missing, sun canopy is missing .. and what can you do with a stroller without these accesorries?
They usually quote 2-4 weeks, they should change this to 2-4 years
I ordered a Mountain Buggy sun cover and pump in Feb- still hadn't arrived in MAY. I had to chase the order up with them several times- Kiddisave obviously did not feel the need to keep me informed that the manufacturer had no stock. I did eventually get a refund but I will never be ordering from this company again. Just not good enough customer service wise.
£16.50 charges for returning a delivery i did not want. I cannot understand what warrants such a high charge especially when they are offering free delivery.
Buyers should be aware that there is such a charge. It is worth going to established brands and paying slightly more so that one does not get caught out by unreasonable small print.
I was skeptical about using the site due to recent poorreviews but decided to take the chance due to thecist effective saving!!! Ordered my Quinny Moood buggy the morning of the 24th and it arrived to my surprise the next day!!! Considering I paid more than 100 pounds less than what the same product is advertised on Mothercare, and reviews it was a pleasant, value for money swift service! Would definately recommend and use again!
Ordered 06/03/13 - uppababy vista (travel system package that comes with a maxi cosi car seat), car seat base and a foot muff.....said out of stock have to wait up to 15 days, not urgent so thought fine. made my first enquiry to my order location 20/03/13 and got told sometime that week, they were just awaiting stock. Enquired 26/03/13 and got told the snow is causing delays and they're still awaiting stock, messaged a couple of times on twitter and they said they'd investigate each time, but never got back in touch....posted messaged on facebook wall and message kept getting deleted but not information re. my order....order arrived 03/04/13, 3 boxes - pram, car seat, seat base - no footmuff. Phoned up, got told they'll see if they can send from shop and get back in touch, not rung back, sent an email requesting a refund through the website, they sent an email asking how many items I received. emailed back....still no reply after that....just phoned and asked for refund again and they said they'll get it done today 11/04/13...here's hoping...will not use again
I've experienced the same customer service as the previous reviewer. I ordered 3 items and 1 of my items (bugaboo cam adaptors) hasn't turned up. I too was sucked in by the 10% discount. I've been calling and emailing Kiddisave since Thursday with no answer. It's now Tuesday. I once nearly got through but the person hanged up on me (I think they were dialling out). I just want a refund now but I can't even get that. The item is showing in stock but I bet it's out of the stock like the previous reviewer has experienced. I wish I'd ordered directly with Bugaboo now! Very disappointed with their poor communication!
I ordered three items, one of which being the Joie Mimzy High Chair, totalling over £150. We had initially been sold on the Mimzy high chair by a fantastic and knowledgeable sales assistant in John Lewis but were tempted by the 10% online discount code currently being offered by Kiddisave. We placed our order on Saturday 16th March 2013 and eagerly awaited our items, inparticular the high chair as we were excited about introducing our baby to solids. We received two of our three items around Wednesday 20th March, but we received no notification of this delivery, not from Kiddisave or the courier. Somewhat baffled as to the abscence of any means of communication regarding our order/delivery we were also left wondering as to the whereabouts of the high chair. I emailed Kiddisave on Thursday 21st March, using the contact form on the website, but having received no response my husband rang four times on Friday 22nd March, at different times of the day, with no reply and no opportunity to leave a message. I rang again the following day but received an answerphone message to say that they are not open on Saturdays or Sundays. So on Sunday I emailed again in a hope that someone would respond on Monday 25th March, sensing my utter dissatisfaction with the lack of customer service. Monday morning came and went so I rang on Monday afternoon to eventually be told that the high chair was actually out of stock!! I was told the website would be updated.........but as I write this, over 24hours later the website hasn't been altered, showing "in stock"!!! I've now ordered the high chair through John Lewis as I am confident with their reliability and customer care. I most certainly will not be using Kiddisave and will not be recommending them to any of my friends and family. Get your act together Kiddisave!!!
Despite the negative reviews, I have had a pretty good experience so far. I had no problems ordering, or finding what I needed. My products were shipped out in a timely fashion and arrived shortly after. It's important to remember what time of year it is when you order things as well, holidays season can really delay things with shipping.
I ordered a Maxi Cosi car seat and Isofix base from Kiddisave as they were the cheapest retailer and were offering a further discount of £15.00 when spending £150.00 or more. This was the first time I had ordered from this company and didn't have any concerns initially that this company would cause me any problems. However, I then stumbled across their facebook page which highlighted some VERY unhappy customers and upon further investigation discovered that their reviews involved some horror tales of customers not receiving their goods! I must admit I went into a complete panic as I had ordered over £150.00 worth of goods!! was i going to lose my money??!! Subsequently, I immediately rang the company to check my order. It did take me a few attempts to get through to somebody initially, but when i did they were extremely pleasant and very helpful! I was told that they would check the stock of my goods and let my know when it would be dispatched (I must admit the items were labelled as 'in stock' when i ordered and 'dispatched within 2 working days'?!) HOWEVER, I was e-mailed the same day to say that the car seat would be dispatched that day and that the base would be delivered within the next week as it was out of stock, if that was o.k with me. I was not worried as I was in no hurry for the items. I received that car seat as promised and on time. I was then e-mailed only a few days later with no prompting whatsoever to say that the base was being delivered straight from the supplier in a couple of days, which it did. I was very impressed with the communication and service I received. I was e-mailed on my delivery day to tell me the time slot my items would be arriving, even amazon doesn't do that!!! I would definitely use this company again! If I had read the reviews before I had ordered I do think I definitely wouldn't have placed the order with this company, which would have been a real shame! Thank you kiddisave for a good price and great service. I am a happy customer!
We ordered the Bugaboo package, and unlike reviews of others we actually received it in a timely manner (all of it). The whole process was quick and easy. I have took noticed in most of the negative reviews about shipping, they was placed right before or during the holiday season and I wonder if that could be a reason? All I know is I had a great experience.
These days most online stores are easy to navigate and the process of ordering is made to be simple, so there was not surprise about that. However, what I like was the quick shipping. I have ordered things online and off TV and it's taken 3+ weeks to arrive. My items arrived quickly as quoted. The only time I have fast shipping like this is when I order via eBay or Amazon!
I did not see the reviews prior to purchasing with this company, but I am here to say not to listen to them. I ordered my items, the whole process was simple and easy, they had the items I needed and some I didn't realize I was even going to need. They gave me a estimated date of arrival and it got there the day before!
I ordered a car seat on 28th December 2012 with an expected delivery date of 8th January 2013. Despite chasing, it had still not arrived today (1st Feb 2013). I have cancelled the order and received assurances that I will get my refund (the money was taken pretty much as soon as I placed the order) in 3-5 days. Here's hoping, but I'm not holding my breath. Would not recommend this site to anyone. A friend of mine ordered on the same day. She got her seat a week or so ago, but it was damaged. She sent it back, but has yet to receive the promised replacement.
Ordered my pram a week ago and was told to expect it within 2 days!!
When it was overdue I called to be told to expect it the following day!!
It never showed up!!
I called again the day after to be told to expect it the day after, it never came!!
Adding up the minuets I have spent on hold and trying to get through to someone is a total of 73 minuets!!
I have now asked for a full refund of which I was told would be sorted immediately but it is still not in my bank!!
I now have to wait and buy a new pram elsewhere!!
Totally unprofessional customer service operators with not bothered attitudes!!!
Will stick to kiddicare from now on a well trusted site!!!!.
Beware of this site!!!!
I ordered my bugaboo chameleon package on 10/12/12 to this date all I have received is the base and the car seat I've had my baby but cannot take him out with only half a pram customer service just keep lying to me and saying we received delivery and will be with you next day
I placed an order for bugaboo with cocoon, buggy board, buggy Clip and play mat on 19 dec. the delivery for bugaboo was 2-4 weeks. It's now 26 Jan and I have no clip and no cocoon. The clip was supposed to be sent "straight away" 2 weeks ago and "immediately" last week when I chased. The cocoon? Who knows. It hadn't been on the weekly bugaboo delivery van since my order
was placed apparently. So, my in stock item has never been in stock at all. I've had no emails advising of incomplete orders before
receiving them nor any update on delivery
delays. I have had to do all the chasing. most
people who use kiddisave will have kids and
will be looking for convenience and prompt,
reliable service. Being on the phone for ages
to customer service people whose hands are
tied or chasing on email isn't easy with young
children demanding your time and I am so, so
fed up of chasing this company. The last
conversation I had with someone from
Customer service was depressing - they had no idea when cocoon would arrive, yes the service is shocking, they're sick of dealing with
complaints like mine, management don't listen
and the owners haven't been able to make the
transition from shop to Internet retail business
- they simply don't have the processes set up
to manage customer expectation on delivery.
I would never use this company again. I want
my stuff and my life back!!!!
Donal Sharkey found this review useful
I ordered a Bugaboo on the 19/12/12. I had read lots of reviews on this company and along with the amazing savings that no other internet based firm could touch I did have my doubts and suspicions as to weather they could deliver. HOWEVER.......
I contacted Kiddisave by phone and email just before christmas...
I got a prompt reply via email with around 3-4 working days turn around.
I called at 9am and had to hold for 5 minutes before an answer which is no issue.
I called again a few days ago (january) and got a prompt answer again.
I explained that I had worries having read other reviews about how long I should expect to wait for an item that shows as "in stock" on the website.
The gent on the phone was very helpful. He was honest by explaining the website could be better in explaining how kiddisave operate.
Apparently.. most of the items on the site are not held in stock.. keeps the price down to a minimum I guess.
When you order you are added to a list which is then sent to the manufacturer who put together a crate and send it to kiddisave. It then makes itself to you via Interlink.
This accounts for the delays in ordering and receiving your product.
I was told further that bugaboo deliveries come in on tuesdays and wednesdays so expect to wait at least two weeks for the order to turn around and get to your door.
My bugaboo arrived today 08/01/13
I also received an email from interlink yesterday and have been able to track my parcel all the way to my door with an hour time slot which they delivered within..
superb service and value...
thank you Kiddisave..
I recommend kiddisave as they have competitive prices for well known brands. They also have alternative options for tight budgets. The only issue I have experienced was slightly late delivery and lack of communication during delivery.
Ive been shopping with kiddisave for years whether it's a present or for my own son they have always been very cheap and reliable to use. I live by the store so I'm a regular I like to see the new ranges they have in. I've started to use the website I use it more as a catalogue then order in store as I prefer to speak to the staff then have to wait for emails. Theres never been an issue with ordering from kiddisave good local business!
I am more than 100% agree with Sebastian. I did order five items on 31st August and today is 11th Sept and still waiting for my delivery to arrive with no communication from them. I tried to ring them at least 5 times with no luck. I would not get anything for this kind of service even though they sell items 10 times cheaper. So big no for Kiddisave from me.
Marina Mcmurchie found this review useful
Kiddissave has a simple and organised website which is easy to get round and loads quite fast which nudged me to buy from them. I got in contact with them to organise delivery as I needed my buggy before I went on holiday and they sorted it out over the phone. My buggy arrived on the requested date box wasn't damaged, and the product was fine very happy with the service.
I have made here two orders during last two weeks. I was waiting for delivery but until now I have not received any of items I bought. While I was waiting I didn't received any information when and if items are going to be delivered. No one contacted me to give an update. Such practice indicates expressly really bad customer service. I don't recommend. Go and do you shopping elsewhere.
Marina Mcmurchie found this review useful
I checked the website to see what prices the silver cross products were to find it's call for price. I went to the shop to look around and ended up buying a pushchair at a good price. Nice polite staff and good range of baby products
I visit the kiddisave shop more then the website I prefer to buy a pushchair in person I get a tutorial and I know I've got all the freebies such as raincover etc. the staff are polite, it's a nice store never had an issue with them.
Terrible company. Website says that item I ordered was in stock. They gave me a delivery date of 10th August and so I stayed in to receive the delivery which did not come. When I tried to phone the company I could not get through as nobody was answering the phone. Had to eventually phone the shop number to get someone to phone me back. They then told me that the delivery date was in error as the item was still not in stock but they were having a delivery later on in the week so the item would be with me on Friday 17th August. This date came and went and stll nothing. Again tried to phone the company and nobody was answering the phone. Eventually got through and spoke to someone who told me that even though they had a delivery the item had not been delivered. I cancelled the order!! I cannot understand how a company can run itself like this. There was no apology and no honesty. As a customer you expect to told the correct information and for it to be up to date. Will never ever order anything from them again and I suggest that nobody else does either!!
Marina Mcmurchie found this review useful
To sum up:
Did not deliver on time, months out (kind of important if expecting)
Very difficult to contact (expect 30min-1hour on hold)
My wife and I ordered a pram as a preorder and were given a delivery date and paid in full. The delivery date (1 month and a half after we ordered it) came and went - no pram, we are due our baby any day now. We are now told that it will be another month at least despite what was said on their website when we ordered and paid.
The customer services comments to my wife (IF you can get through on the phone which is a herculean feat) where that we should have ordered our pram earlier and were disorganised! which left my wife feeling bad and in tears. I am sure they sometimes do make timely deliveries sometimes of preorder products but I wouldn't take the chance. The experience of others here seems to very much concur with ours.
Marina Mcmurchie found this review useful
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