Abby Grimwood´s profile

Reviews (1)

Bambino Direct

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 -


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.

13 November 2012

Reply from

Hi Abby,

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

Kind regards,

Abby Grimwood´s profile

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Abby Grimwood
Lancaster, United Kingdom