We ordered a Concord Neo travel system from Bambino direct, the price was good and the delivery was fast. Unfortunately that's where the good part ends.
When we unpacked the goods there was a rip in the fabric of the pushchair. We called Bambino immediately and they asked us to e-mail a photo of the damage. We did this straight away and were told it was definitely faulty.
We were advised to wait 48 hours for a response. 48 hours came and went, so we called to chase. They refuse to let you speak to the returns team, so we spoke to customer services who advised they were waiting for a response from the supplier and we would hear in a couple of days.
Surprise, surprise, no returned call again. We called to chase again and were again told they were waiting for a response but we would definitely hear back by the end of the week. By Friday evening, still nothing, so we called them again and were told they may have a replacement in stock and that they would see if they could get that sent to us. We were asked to wait until Monday.
You guessed it, no call back from Bambino on the Monday, so we called again on Tuesday. Customer services then claimed there was no note of them ever offering us the replacement as they don't hold it in stock! They then said that they would e-mail the supplier to see if they had one, this is 2 weeks after being told they had already done this! We were assured they would call us back by Thursday and low and behold, nothing.
We called again Thursday evening and were told they had a reply from the supplier and that they couldn't find a replacement. We then said we wanted to return the goods for a refund and they said collection would take place the next day.
Parcel Force arrived the next day and said they were only authorised to take one box as that's what the order from Bambino said. The travel system is in two big boxes. I managed to get the driver to wait whilst I rang Bambino and the lady spoke directly to the driver and agreed to cancel that collection but put through another one for the same day, with 2 boxes. The driver accepted this and took both boxes.
On the Monday, another Parcel Force driver turned up to take 2 boxes. Bambino had put the collection through for the Monday. Obviously the boxes had already gone, so I advised the driver of this.
We called Bambino a couple of days later and were advised the goods had been received but that they would need 48 hours to check them. We then received an e-mail asking us to arrange for collection of the goods! Two days later we called Bambino again, and a very rude lady told my wife that they hadn't received the travel system and had only received a fabric pack, seeing as we hadn't ordered a fabric pack from them or anyone else, and they don't actually exist for that model, this seems very unlikely.
They then said that they need 5 working days to investigate but if they can't track down the goods they won't give us any money back. As this is over £500, it is obviously very disturbing. We are not in the position to buy something we clearly need before the baby is born.
We are currently left waiting, again, whilst getting ever closer to the due date.
I can honestly say that Bambino Direct is the worst online company I have ever had the misfortune to deal with. What appears to be a good price is definitely overshadowed by absolutely appalling customer service.
Avoid, Avoid, Avoid
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