kiddicare www.kiddicare.com Review

Overall Rating

In my experience this is a highly systemised business that probably delivers a good service 90% of the time. If you are unlucky and things don't go according to plan, or if you want to change your mind about something then Kiddicare seem to have no ability to deal with that. They seem to actively discourage contact from their customers (telephone number is hard to find on the web site and I had to hold for quite a while to speak to someone - on the rare occasion I didn't just get an engaged tone). There is no email address provided on the site, merely a contact form where they promise to get back to you within 24 hours.

My initial experience was positive, price was fair and I picked them over a competitor because their returns policy would allow me to send my baby furniture back if I wasn't happy with the quality. I received an email stating that all of the items I had ordered had been despatched, and also a text message on the morning of the scheduled delivery day advising me that my consignment was on it's way. So far so good.
My delivery did not arrive on the day it was promised and when I finally got through to an advisor she advised that I had to ring the couriers depot myself - pretty unhelpful. After I expressed my disatisfaction with this she did promise to chase up the couriers on my behalf and contact me again the following morning. I have heard nothing since.

I had to make my own arrangements with the courier for a delivery before 12 the next day which arrived late and did not include all of the items that Kiddicare said they had despatched. I received my nappy changing unit but none of my furniture (stated on my email as having been despatched also.) When I questioned this I was told there was a 6-8 week wait and that this was on the web site. I have checked, it is, very clear, it wasn't there when I placed my order. There is also a big button you have to tick accepting a 20% restocking fee for order cancellation, also not there 4 days ago.
I filled in a long and detailed complaint onto their web-based contact form (there is no contact email address) which was then refused for being over 1000 characters (there was no limit specified before I started typing) which was pretty annoying.

I run a business myself and I'm all in favour of systems but unless you never get it wrong you need to allow contact with a human being to get the problem sorted. Kiddicare don't provide that facility and in my opinion that makes them a bad business.
They do have a contact form and promise to get back to you within 24 hours but when you have a problem you want it dealt with promptly, not the folowing day.

Thanks to kiddicare I have not enjoyed my paternity leave as much as I might have. The web site is well laid out and they have some good products but I shan't be risking it again.