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.
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