Reply from Bambino Direct
[REPLY]
- Reviews (227)
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- Debbie Parr
- 1 Review
Fantastic service I shall be returning again!!!!
Brilliant and fast delivery, fantastic service and the best price on the Internet. I Would definitely recommend bambino direct to anyone. I shall be returning to purchase anything else I need from them in the future.
Many thank debbie.
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- Jim Cotter
- 3 Reviews
Quick and easy
I ordered a car seat and a very good price, I arrived a week before I expected it and in good condition. I had no reason to contact their customer support so can not comment on that.
- Lisa Takab
- 2 Reviews
Great value
Fantastic value and great delivery time. It was easy to track my order and was kept fully informed of delivery times. I was also able to track the delivery easily as well.
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- Abby Grimwood
- Lancaster, GB
- 1 Review
Avoid for the sake of your sanity!
I can honestly say that in all the years I have been buying online I have never dealt with a company which was have caused the amount of stress and upset that Bambino Direct have. The following is a timeline of what happened to me -
BAMBIMO DIRECT ORDER TIMELINE
5/9/12 – Order placed. Est delivery date 4/10/12
27/9/12 – Payment taken
1/10/12 – Delivery takes place
13/10/12 – Reported to company that item is faulty – missing instructions, fixtures and numerous pieces of wood
14/10/12 – Returns form completed
17/10/12 – Received instructions and fixtures from manufacturer but pieces of wood still missing
18/10/12 – Sent a list of missing pieces of wood to Bambino Direct
19/10/12 – Received message from Bambino Direct saying they’d contact returns department
22/10/12 – No message yet received from Bambino Direct so message sent by me asking for update.
23/10/12 – Still no update received. Sent another message asking for update. Message received from Bambino Direct asking me to provide possible collection dates. 2 collection dates provided.
24/10/12 – Message sent to company again asking when item would be collected.
25/10/12 – Message received from company asking me to provide possible collection dates (which I had done on the 23/10/12)
26/10/12 – Left message on Bambino Direct Facebook page regarding return. Telephone call received from company. Collection booked for 29/10/12.
29/10/12 – Item not collected by Parcelforce. 3 premium rate phone calls made to Parcelforce regarding this.
30/10/12 – Item collected by Parcelforce. Phone call received from Bambino Direct saying that replacement item should be delivered on Thursday and that I would receive telephone updates.
31/10/12 – No telephone update received. Message left on Facebook asking if return has been received.
1/11/12 – Email received from Bambino Direct saying return not yet received – it should be received tomorrow (2/11/12).
Further email then received saying delivery should take place 5/11/12
Phone call received from Claire @ BD re: collection date. Apologised re: late collection.
5/11/12 – Changer delivered however numerous pieces missing. Noted that box states ‘Item 1 of 2’ on it, hence there should be 2 boxes sent out not just one. Box refused and sent back with delivery men. Numerous calls made to Claire Fox, 2 answerphone messages left and a phonecall made to Customer Services. I eventually reached her at 17.30 by again ringing their premium rate phoneline. I explained the problem to her, she spoke to the warehouse and rang me back 20 mins later. I said I would drive to Hudderfield (their showroom) and collect it on Sunday because I didn't trust them to deliver the correct thing.
I picked up my item on Sunday having driven to Huddersfield (180 mile round trip). I was given a shelf which matches the changer which was a gesture of goodwill, and I appreciate but to be honest the amount of stress and upset which the whole situation caused it didn't really make up for much. In an ideal world I would have cancelled the order and ordered from elsewhere but nowhere else would have been able to deliver it before my due date.
If you are going to order from this company please go in with your eyes open! The prices are very good but I would have rather paid more and not had the stress and upset which I went through. It was honestly awful.
Reply from www.bambinodirect.co.uk
I'm extremely sorry to hear about your issues as documented above and through our correspondence on Facebook. Please let me assure you that all individual issues you've brought to our attention will be investigated and escalated to the highest level to avoid this happening again. We are currently in the process of restructuring our customer service team and these changes will vastly improve the speed of communication between our customers and the CS team.
Please let me also thank you for your feedback and assure you that we will be taking everything you've stated on board to ensure it doesn't happen again. I understand the problem with the incorrect delivery must have been so frustrating and I offer my sincerest apology for this.
If there is anything else you'd like to discuss with me please don't hesitate to email me at laura@bambinodirect.co.uk
Kind regards,
Laura
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- Kerry Taylor
- 1 Review
Great items poor service - which has since been rectified by staff
I ordered a petite star zia x foot muff due to the cold weather for my little boy which arrived when stated and I loved the item however the first day I used the foot muff the zip completely broke when I was undoing the cover. I contacted bambino to he told to take a picture and send it which I did then 2 days later I received another email asking for another picture which I then sent after phoning them and asking why?? I then received an email saying the return had been approved but I have to pay for the return myself!! I find this shocking if an item is faulty in no way do I agree it's at the customers expense to return it. I contacted bambinos again as they said I onu had 14 days to return it to advise them I do not currently have the funds to return the item to be told I can arrange a pick up from a courier for £20 ( which is ridiculous for a foot muff) and if I do not want that option they will try and hold the return open but without any guarantees.
I am really annoyed I bought an item I needed which now I cannot use so have no foot muff on my pushchair and no way of returning it at the minute and also do not understand why I need to return it when I have shown pictures that it is broken just to get a replacement if this was a normal shop they would a) arrange collection or delivery themselves at their cost or b) just send out a replacement as they have evidence it is broken
Bambinos have since contacted me and arranged a courier to pick up the faulty item and also sent out a replacement very quickly so although we had initial problems the staff I have dealt with since then have been very courteous and efficient in resolving the matter to the best of their ability so rating changed.
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about the issues you've experienced while trying to return your faulty item. I've been informed that we are in the process of resolving this for you but if there is anything else you'd like to discuss with me please don't hesitate to send an email to my address, laura@bambinodirect.co.uk.
Kind regards,
Laura
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- Nelly Nick Bero
- London, GB
- 1 Review
Nightmare experience
I wanted to buy a footmuff from bambino direct website and pay through PayPal. The site doesn't work properly. After several frustrating minutes I have up and I bought the item from amazon. The next morning I got 2 emails from PayPal confirming 2 orders I never confirmed and since then it's taken 4 phone calls and several emails trying to get a refund.
I'll never use this site again as its brought nothing but grief and frustration and no one from the support team seems to know what they are doing.
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about your experience with PayPal payment on our site. I'd like to assure you that we take all customer feedback very seriously and I will be reporting this issue to all necessary parties. I'd like to thank you for bringing this problem to our attention and I can only apologise again for what you experienced on this occasion. If you'd like to discuss this further please don't hesitate to email me at laura@bambinodirect.co.uk.
Kind regards,
Laura
- rebecca
- 3 Reviews
Brilliant Service
I wanted this car seat and Bambino Direct were the only stockists who had it in stock. The seat arrived next day and so in less than 24 hours, my 4 year old is ready to go! They were the cheapest and also I made use of the Which? magazine £20 voucher, so I am feeling very smug about the £60 saving over all. The only advise I would give Bambino Direct is to package the goods more thoroughly. The seat came in a huge box with only a small amount of polystyrene for padding. I think if it had had a knock in transit, it would have been damaged. The customer adviser was very polite on the phone too. I will definitely shop here again. Thanks.
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- Agnes Tmk
- 1 Review
Product not in stock NO REFUND GIVEN
Hi
I ordered a Maclaren buggy on the 22nd of September. Paid extra for next day delivery. It was displayed as In Stock on their website.
My order was cancelled because of payment issues.
I called them to sort this out. They said they cannot accept my international CC either so I had to go to the bank on the 24th and deposit the money to their account. While discussing this payment issue no mention of the buggy not being in stock so I went ahead with the payment.
On the 25th afternoon I call to ask where my buggy was and it comes out that the buggy will not be in stock for 2 weeks.
As I needed the buggy that week I was left with no other choice but to cancel the order. Upon canceling I gave my bank details.
On the 28th I again called them to ask where my refund was. They ask for my bank details again. Later that day I get a message that my refund had been issued. I waited till the 1st of October and still the money wasn't on my account.
I call again and they again ask for the bank details.
I again get a promise that it'd be sorted and I'd get the refund that day itself. Till now no money. Getting pretty annoyed here.
Shameful. Playing with people's money and time.
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about the issues you've experienced with your order with regards to the item not being in stock and the delay with the refund. Can I assure you we take all customer feedback very seriously and I personally want to look into the issues with your order to ensure this doesn't happen again.
Could you please send your details and sales order number to laura@bambinodirect.co.uk so that I can resolve your issue asap.
Kind regards,
Laura
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- Kirsty Elizabeth Williams
- Haslingden, GB
- 1 Review
Stressful and frustrating
Im very layed back and not easily frustrated by bad service, but when I was pregnant i just wanted to sort things. so I went to bambino direct to sort my pram I order it in december knowing I was due end of feb I was fine waiting but middle of feb I expected my pram but i got a phone call saying it wasn't going to get my order for a following two week so I ask to deliver part of my order. long story short I had to cancel part of my order because it was in stock to april I had my baby in feb.
I have placed another order today and payed for next day delivery I keep checking website which states not dispatched and it now 2:13 and i wondering if it will even come today if it doesn't I will definitely NOT order from them again.
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about your previous experience when ordering with us last year. I'd like to stress that Bambino Direct is now under new management and our priority has been to vastly improve our customer service. We appreciate and value all feedback from our customers and I'd like to thank you for highlighting the issues.
With regards to your latest order please could you send me your details and sales order number and let me know if you've now received your delivery.
Kind regards,
Laura
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- Anne-Marie Hayman
- Bearsted, GB
- 1 Review
Excellent very fast service, Great Customer service!
Great customer service very helpful!
Had a issue with the delivery address and the customer service team sorted it straight away.
Recieved my items in great condition with freebies!
1 of the items had a manufacturing fault and Bambino sorted its by sending another one and let me keep the slighty faulty one.
Thanks Bambino!
- Ella Turner
- 1 Review
Awful experience
I needed to return a nursery set. It took over 2 weeks for the items to be collected, this was also due to me having to contact the supplier directly. I had to email and call so many times for anything to be done. No one seemed to understand what was going on. I allways got "we are waiting for a responce from the supplier". I asked to be called back and be kept informed, not once did they bother!! Now the items have been collected. The supplier phoned me to say they had recived the items back and have sent an email to Bambino Direct to say that and to issue a refund. I contacted Bambino and suprise they have not recived an email! Once again "first we are really sorry", we will get this sorted. I am still waiting for a call back and a refund. I must also add dont bother with emailing them. They have no idea whats been said over the phone. Also the customer service number is an 0844 number.
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about the issues you've experienced when trying to return your nursery set and its disappointing to hear that you have not been kept fully informed throughout the process.
I'd like to thank you for highlighting the issue and I can assure you we will be looking into this fully to avoid it happening again.
Please can you send me your contact details and sales order number to laura@bambinodirect.co.uk and I will look into this matter for you.
Kind regards, Laura Dyson
Customer Experience Manager, Bambino Direct
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- Bev Barden
- East Grinstead, GB
- 3 Reviews
Full marks, top service!
I'm so impressed with Bambino Direct I had to find somewhere to leave feedback as there's nowhere on their site. This is the first time I've used them, and I ordered a car seat Sunday lunchtime and it arrived Monday morning - less than 24 hours later. I was able to track my order throughout and my order arrived well packaged and in perfect condition. This is internet shopping exactly as it should be! Can't recommend them highly enough :)
Reply from www.bambinodirect.co.uk
Thank you for your lovely review! It's great to hear positive feedback from our customers while we continue to improve our delivery services and website. Why not follow us on Facebook for all the latest discount codes and offers daily (there's a great Cosatto competition on there at the moment)
I hope you enjoy shopping with us in the future!
Kind regards, Laura Dyson
Customer Experience Manager, Bambino Direct
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- Andrew Sabourin
- Hartlepool, GB
- 1 Review
Superb Customer Service When I Needed Help
The manufacturer had not supplied a wooden part that was part of the furniture I bought. Innocent mistake during packing. Bambino contacted the manufacturer the same day and I received two further calls notifying me the missing part was being sent by courier the next day. Very happy with their professional and thorough service. The delivery of both items I purchased was very quick too.
- Mr Warren McIntyre
- 1 Review
The worst online shopping experience I've ever had! (but problem solved now by customer relations department)
Since the contact from the company after the below review I have upgraded my rating to 3 stars. They claim to have made sure these issues will not happen again and were helpful in further dealing with another issue which was outside or their control.
I only gave two stars because one star meant rude. They were incompetent, inept, careless and unorganised. The initial delivery was very quick but included an incorrect item, no big deal. I contacted them and they arranged a day for collection. I waited around the house and no one came. I contacted them via their emessage system, their preferred message system and they rearranged the pickup. No one came again. They had been using a company that only collects in the UK, I live in Ireland. I thought that my address might give that away. A third collection was successful but I had spent three days at home waiting for it. They made no effort to get an approximate time for collection, saying that they couldn’t. I rang the collection company and managed it no problem, experience had thought me to check that time. They never contacted me to confirm receipt of the incorrect item; I had to contact them to arrange delivery. They agreed to delay dispatch as I was away on holidays, however, as you may have guessed by now, they dispatched early anyway. The item was almost sent back to them by the courier, they would only hold undelivered parcels for 3 days, but I managed to ring them in time to rearrange delivery. No one gesture to make up for the repeated inconveniences, just lots of empty apologies. I would never buy anything again from them, even if their prices are cheaper than the competition, it’s just not worth the hassle!
Reply from www.bambinodirect.co.uk
I'm very sorry to read about the issues you experienced with the delivery of your products from us. As soon as I saw your review I sent the details to our customer services team and I believe we have now spoken to you now.
All customer feedback is taken very seriously and now that this issue has been highlighted by yourself it should not happen again.
Once again I apologise for the inconvenience caused and if you have anything else you'd like to discuss don't hesitate to contact me at laura@bambinodirect.co.uk
Kind regards, Laura Dyson
Customer Experience Manager, Bambino Direct
- Mr Adam Barski
- 1 Review
Very happy
Quick delivery and great service no problems and we get a free gift so we are very happy. Thank you.
- Mr Malcolm Simpson
- 1 Review
great for babies.
l was happy with the quick response of my order. l am very pleased with the product.
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- Sandi Knowles
- 1 Review
NEVER AGAIN!!!!!!!!!!!!!!!!!
i have been trying to return a car seat that under the sale of goods act 1979 is not 'as described' and bambino direct want £20 to pick it up, if it had been suitable i would have kept it, it said on their website it was fully reclineable which it not, i now have a car seat which is unsuitable and cannot afford £20 to return it, after much correspondance they still will not pick it up at there expense even though the citizens advise bureau have told me that it is down to them to pick it up at there cost, due to it not being as described it is the law.
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about the issues you've experienced when trying to return your car seat to us. I assure you we take all reviews seriously and I will personally make sure this is escalated to the highest level so that it does not happen again.
Please can you send me your contact details and sales order number to laura@bambinodirect.co.uk and I will look into this matter for you.
I look forward to hearing from you and resolving this issue.
Kind regards, Laura Dyson
Customer Experience Manager, Bambino Direct
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- Sanady Jayousi
- London, GB
- 1 Review
Top notch service won't buy anywhere else again!
Quick delivery fantastic customer service and when I discovered a fault within warranty time they sorted it without hassle. Highly recommend bambino direct to any mother who doesn't have time for any hassle!
- Mrs Catherine Santaniello
- 1 Review
EXCELLENT SERVICE - WONDERFUL PRICE
I'd never heard of or us this company before, but would definately do so again!
The Cath Kidston buggy was £30 cheaper than anywhere else, and when I liked Bambino Direct on Facebook I got another £10 off.
The delivery was speedy too!
- susan ballantyne
- 1 Review
Bambino direct delivered the very next day..Hauck is made is last ..
I bought this item as i trust in hauck products ..after buying one for my granddaughter 18 months ago and they are made to last ..I had my grandson sitting in it and he was 12 months old and quite a big lad ..i knew when my both daughters told me they are expecting both due within 2 weeks of each other i had to buy another 2 hauck rockers as they both have toddlers and the strength of the chairs etc are a factor in me purchasing these items .. now we are just waiting for the arrivals ..I bought the alien one for our new granddaughter due on the 9th December .I also bought the circus one for my grandson due 24th November but seems we are getting him on the 15th by section ..I wouldn't go with any other make only hauck ..they are made to last ...the delivery was soo quick with Bambino Direct delivered the very next day , fully trust in Bambino and will be purchasing from this store again.
- Trine Eriksen
- 1 Review
- Mr mathew townsend
- 1 Review
shocking
cant fault the product but when a company advertises next day delivery, you usually expect it. 6 days late, with no apology from bambino or the courier. i would of expected a refund on the next day delivery fee, but again no. not good enough for my liking
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about the delays you experienced with the delivery of your items and that you were left feeling underwhelmed with this aspect of the service (glad to hear you are happy with the actual products)
We take all reviews seriously and this will be escalated to the highest level possible so that we ensure it doesn't happen again.
If you could send your contact details and sales order number to laura@bambinodirect.co.uk I would personally like to investigate this and also take it up with our courier provider.
I look forward to hearing from you.
Kind regards, Laura Dyson
Customer Experience Manager, Bambino Direct
- Toni Manton
- 1 Review
Fantastic service, super fast delievery.. And great prices!
Fantastic service received, ordered a phil & teds lazy ted, bambino direct was the cheapest on the net at the time. Item came the next day.. Super fast delievery!
- Mrs Staci Berry
- 1 Review
Great product fast delivery
Was very impressed with the site would deffo recommend to anyone
- Mr John Dawkins
- 1 Review
first class service
ordered a baby bath from bambino direct on a saturday evening, not knowing anything about the company, i found it hard to believe on sunday morning when i got an email from them saying the product was despatched and would be with me on monday morning. sounded to good to be true and i thought aye right!!! got a further email on monday saying it was with the courier then a text from a family member saying it had arrived and another email from the courier saying it had been delivered. fantastic service product was as described and the 10 quid delivery charge whilst steep was well worth the money.
- Mrs Samantha McCarthy
- 1 Review
Excellent service and product
Ordered a cosatto zoomi car seat on Saturday, arrived on Monday via secure delivery, with complete tracking service and regular email updates.
Would highly recommend, having had an awful recent experience on another online baby store.
Thanks bambino direct.
- Angellatz
- 1 Review
Excellent service
My item arrived very well packaged and it arrived faster than its estimated delivery time would recommend this service to anyone
- Mr Philip McKay
- 1 Review
My purchase from Bambino Direct
Our child safety gate arrived promptly and is of good quality at a reasonable price. I would not hesitate in recommending Bambino Direct to others.
- Mrs Christine Price
- 1 Review
easy ordering and excellent delivery service
first time of using the site to buy for our first grandchild and found the video of how to put up the travel cot very useful helped us decide which one to buy. We will go to this site first for all our future gifts once the baby arrives, the free toy was an added bonus and much nicer than most free gifts
- Annika
- 7 Reviews
- Andy H
- 2 Reviews
Two Trunkis = Two happy boys
Ordered two Trunki cases to take on the boys maiden foreign holiday. Product is great and fits most airlines hand-luggage restrictions - so something for them to sit on, play with, and for you to put all the changes of clothes etc. you might need for spillages etc. on the flight.
Really good value, and extremely quick delivery, so a first rate online shopping experience.
- Mrs Sue Staples
- 1 Review
Happy kids
The website was good and service delivery was exactly as it said it would be very pleased
- Miss Louise Reddy
- 1 Review
Poor sales
Miss sold price plan!!! However sales state this was explained over phone strongly disagree with this & goods not delivered but full payment taken!! Still waiting for goods £250 down. poor customer service department apology received but little else. Will not use bambino direct again.
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about your experience on this occasion. We take all reviews very seriously and when I came across yours I alerted the customer services team right way.
I understand we are in the process of resolving your issue and I hope you are satisfied with the outcome.
I apologise one again and if you have any other concerns please don't hesitate to email me. My address is laura@bambinodirect.co.uk
Kind regards,
Laura Dyson
Customer Experience Manager, Bambino Direct
- K
- 1 Review
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- Joanne Mileham
- Halifax, GB
- 1 Review
Nightmere!!!
I went to the Bambinos shop in Huddersfield and orderd the Phil and Teds verve feb this year. I have a 2 year old and was expecting my baby in april so thought this pram was perfect, then the nightmere began! I orderd the pram on the thursday and was told it should be deliverd on monday the following week, monday came and went so I phoned them and was told they were really sorry but it was waiting for the currer to pick it up and it should be with me in a few days, a week later still no sighn so I phoned them again, this time I told they thought I was picking it up and they were sorry for the mix up and would try to get it deliverd as soon as poss, it turned up 3 weeks after I orderd it. Then the fun really started, I used the pram 2 maybe 3 times before my baby was born and then on the school run ( a 10 min walk) after I had my daughter. I thought the way my baby was layed in the pram was a bit strange as she was flat but at a constant angle, she slipped down in the cocoon a few times which I was not happy about and thought was very odd. Then after only 4 weeks use one of the back wheels exploded! It went with such a bang I let go of the pram and my daughters were both crying,I had to struggle the rest of the way to school to collect my son and then phone a friend to come and collect me and my 3 children because there was no way I was going to be able to get home. As soon as I got home i phoned Bambinos and told them what happend, they told me to take photos of the wheels and they would e-mail them to phil and teds, this ended up taking about a month because they didnt tell me that there computers are usless and cant acsept e-mails with more than one photo attached, so I sent the e-mail again and again and afer phoning them I think it was about 4 times they told me to send the photos one by one. In the 3 months that this has been going on ive had e-mails ignored and when they tell you there going to phone you back dont hold your breath as theyve said that to me twice and twice they havent botherd to ring me back. I e-mailed them about a month after they said they had the photos to ask what was going on and i got an e-mail back saying we e-mailed you weeks ago with the return number bring it back to the shop, i couldnt beleve the way they were talking to me so I phoned them and all they could say was that they had sent me an e-mail and it wasnt there fault if Ihadnt got it. The pram is now with Phil and Teds, its been there for 4 weeks and I still havent heard anything from Bambinos. I have asked again and again for a refund but all I get is phil and Teds warrenty doesnt allow for a refund just that they will fix it, I paid over £700 and for my money I got a nightmere pram that put my children at risk, a bag full of insults, alot of stress, ignored and NO support from Bambinos at all. If I had bought this pram from mothercare or mammas and pappas I wouldnt have had this problem I would have been provided with a pram wail mine was getting fixed, (I had to go and buy one), I could have picked a diffrent pram or even got a full refund. Once Bambinos have taken your money thats it, they dont care. We are going to get hold of a solictors, there must be something we can do. Please please do not buy anything from this place its not worth it!
Reply from www.bambinodirect.co.uk
I'm very sorry to hear about the issues you've experienced throughout the past few months with your pushchair.
We take all reviews seriously and as soon as I saw your review I escalated it to the highest level to ensure this doesn't happen again. I understand we are in the process of resolving your issues and I hope the outcome will make up for what you have experienced so far.
Once again I apologise for all you have experienced and if you have any other concerns please don't hesitate to email me. My address is laura@bambinodirect.co.uk
Kind regards,
Laura Dyson
Customer Experience Manager, Bambino Direct
- Boyan Ratchev
- 1 Review
- Claire Irvine
- 1 Review
Great service !
Great next day delivery
Delighted with the buggie .
Price match was great fab saving .
- Mrs Jo Stirling
- 1 Review
Excellent service
Good range of products, easy to order online and fast delivery.
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- Lesley Carroll
- Rutherglen, GB
- 2 Reviews
Good price, good service although awkward delivery as no depot to pick up from couriers
Good price and quickly despatched. Obviously keen on feedback. Only probelm was we missed the delivery and getting it re-arranged isn't easy as we're working full time and there was no depot listed to collect from or option of adding a comment to say where is could be left it we weren't in. As a result delivery probably took a week...
- Oliver
- 1 Review
Very Satisfied
I'm very satisfied about my order by Bambino Direct (contact, delivery).
The only thing which has desappointed me is that it was not possible to pay by credit or debit card for delivery abroad. Only by money transfer : tax was 60€ by my bank...
