Baby Nest - www.baby-nest.co.uk

Hello Steph,

Sorry to hear about the troubles you have had. I have looked into your case and it seems you received the Black Magic carrycot with a hood which you wanted to have a quieter hood.

We offered the option of getting a new hood back to iCandy to have them modify this for you to make it quieter as they do not have any hoods or carrycots in stock, but your mother refused this option.

We certainly would not recommend using a car seat for more than 2 hours per day, as this time may soon be reduced to a recommended 40 minutes in the near future. As car seat specialists supported by car seat manufacturers and specialised among only 13 other specialists in the UK, we pride ourselves on our car seat expertise, and we would recommend to use your carrycot for long periods of time.

If you would like us to contact you and clarify more this for you we can do.

Very interesting I must say! Sorry to hear of your troubles xx

You seem incredibly keen on whitewashing this review and putting a positive spin on things. Bully for you I may say.

So, to recap:

1. The item was not delivered within ten working days. At no point was I contacted to advise that it would be late. When I called to find out why it was late I was told "Oh, Maxi Cosi made their usual delivery this week but the car seat wasn't there. I don't know why that is...."

2. I found the item cheaper elsewhere. When I called initially to request a refund the manager made it clear that this would be a difficult process. She also hinted that Halfords (who I eventually bought the car seat from) sold on car seats as new that had been previously opened and used. When I contacted Halfords to ask it this was true they emphatically denied it. It would invalidate the warranty for one thing. I happen to believe them.

3. When I eventually did request a refund I had to threaten to take legal action and involve trading standards. ONLY THEN did your manager agree to accept my bank statement as proof of purchase.

You state that you "strive to provide good customer service". I disagree. I recall clearly that once there was a problem and got in touch I found your staff to be ill-informed, unhelpful and rude. Your manager was incredibly rude and difficult to deal with. You can say what you like but I do not, as a rule, have to go to the lengths that I did to get a refund.

I also take offence at the implication that my partner might try to claim for the "open order" item. There is no dispute between us and we are quite happily married, thank you very much. It is unfortunate if this has happened to you in the past but as a general rule most couples get along reasonably well and are not criminals. The fact that your open order policy treats people as if they are says it all.

I'm sure that the majority of your customers have a good experience because there is no problem with the orders they place. In my book what really sets good customer service apart from bad is how things are dealt with when things go wrong. You chose to deal with it in the way I've described. This is a shame but from reading other reviews I can see it's not the first time it has happened. Nor will it be the last, I suspect.

You can post whatever comments you like now. I've said all I'm going to and I'll leave it up to others to judge.

I will refer you back to my previous comment, as an open order, we require the receipt back so that for example, your partner can not come to us claiming for the items. Because you were unable to do this, and as you claim, you tore the receipt, the manager intervened and refunded when proof of purchase was provided.

If you may recall, the manager asked you for a bank statement to show the date and amount and as soon as this was received, it was refunded on the same day.

We always endeavour to reply to our customers messages/comments, and will continue to be of assistance to you.

Baby Nest has been established since 1990 with a loyal, friendly and happy customer base, and strive to provide good customer service.

It is indeed common practice but one does not require a receipt to prove purchase. The fact that you suggested this was the case is wrong, and you know it to be so.

I don't think there was any miscommunication between us. Your customer service was tragic and the advice you and your staff gave was dodgy. This may fool most of your customers but not in this case.

I appreciate you thanking me for my time, but actually I would like the time back as it was completely wasted on you.

For security puposes we have to ask for the "Open Order" receipt that you have. We request this as it states that an item has been paid for, but not collected.

There have been instances in the past where a partner may have paid for it on their card, a dispute happens between the couple, one receives the refund, and the other attempts to collect with the receipt (which was in your possesion).

You further explained that you have ripped your receipt into pieces, again most stores require this for a refund. This is common practice.

You have now sent us further proof, and we have now refunded your card with your cooperation.

We are sorry to hear that you are unhappy with your experience, there must have been a miscommunication.

Thanks for your time. Baby Nest.