Online4baby Reviews Number 13 of 16 in Baby Shopping

Not one of the more widely used brands. Good all round ratings

Positive

  • One of the best ratings for Value for Money

Negative

"Very competitive pricing compared to leading stores."
Selected Review

Description

Welcome to Red Kite, the friendly nursery specialists that have a great range of all the essential products you will need in the first years.

More Product Information

RSP

448 Ratings

Overall Rating

136
207
81
4
20
Value for Money 4/5
Quality 4/5
Awareness 1/5
Loyalty 0/5
Popularity 0/5

Most Helpful Reviews

Good

06/06/2019
Value for Money 4/5
Quality 4/5

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I ordered a Joie Tourist stroller from Online4Baby because they were cheaper than their competitors and my maternity pay has sadly come to an end. Initially I was quite impressed, ordering was easy, the delivery was prompt, product looked ok upon first inspection so I couldn’t wait to test it out with my 15 month old. I decided to take it out at nap time, reclined the seat and it worked a charm. My daughter fell into a lovely dreamy sleep and we had a lovely walk - that is until she woke up and wanted to sit up. I tried to put the seat upright however pushing it as far as it would go it was still considerably reclined. Pair this situation with a curious, headstrong toddler and you have a disaster! When we got home, I tried once more to push the seat into an upright position with no success. I didn’t think it was unreasonable to expect that a modern day stroller should be capable of this so I assumed it was faulty and emailed the customer service team. The initial response was in good time, the representative asked for images and a video to demonstrate the issue I was having to enable them to investigate further. I replied with the requested items and waited a further 9 days for a response before sending another email to follow up. They replied to inform me that someone would be in touch within 24-48 hours to discuss my query. Someone claiming to be a manager called me the next day. She said that they had looked at the information I had presented and there was nothing wrong with the stroller, the product was designed this way and isn’t supposed to sit upright. She also said I should have checked it sat upright before I took it outside. Now call me a crazy person but to assume a stroller sits up would be like assuming it had wheels - One would just expect that surely?! I explained that this rendered the product unfit for purpose. She said that it was my own personal opinion, some would not see this as an issue and and they would not be assisting any further. I tried to further question how they had come to this conclusion about the strollers design and she was kept repeating the same phrase “I cannot assist you any further” like a robot, suggesting she wasn’t actually listening to me and wasn’t interested in explaining herself to me. I asked to speak to someone else to which she responded “There is no one else, I’m the manager”. I’ve worked in customer service myself for most of my adult life so I know that there is always someone else...... she denied that there was and said we were going around in circles and she wouldn’t be assisting further. I asked her if she had children herself and if she could relate, at which point she said she did, that I was rude and that she was ending the call. I told her I wasn’t finished discussing my query, she told me to put a complaint in writing. Unsurprisingly and rudely, she hung up. Her manner was extremely unbothered and patronising. It was almost as though she was quite happy that my written complaint was not not going to be taken seriously which didn’t give me much confidence in the management team but all the same, I did as she abruptly told me and I wrote a complaint and requested that someone reasonable contact me. The very same day, the general manager called me back but sadly I missed it. He left a voicemail but by the time I got to my phone their lines were closed. He tried again the next day which sort of gave me the idea that he was actually keen to resolve my query but I missed that call too. I asked my husband to call him back when their lines opened, just for my own peace of mind that I am not a rude, confused alien from outer space, expecting too much from a £100 stroller and the customer service team. He has just got off the phone and confirmed my suspicions that I am not. He said pretty much exactly the same as the previous “manager” did and that they would not be assisting further. My husband asked if they would be continuing selling products which are unfit for use and he responded “I’d appreciate it if you didn’t speak of our products in this manner” suggesting that they would be continuing to sell this and he was backing it up. He basically told my husband no refund, no exchange, no goodwill gesture and to “have a nice day now” so we can see where the staff get their unhelpful and patronising manner from. Advice to potential customers: Avoid like the plague. Buy cheap, buy twice and waste your time and energy trying to resolve the situation. Advice to Online4Baby: Check the products you’re selling are not in fact junk and perhaps enrol on a communications seminar when this lockdown is over to learn how to properly address the customers that have so far kept you in business. “Have a nice day” does not equal customer service.

15/01/2021
Value for Money 1/5
Quality 1/5

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Reviews (12)

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AVOID AT ALL COSTS! Told by Helen the customer service manager that they would only issue a refund if a baby had died!!!! Why would you say that to a new mum? Disgusting person and company. DO NOT BUY FROM THEM. I’d been bought a Mee-Go buggy board as a gift from Online4baby. I’d put this together and attached the universal buggy board to my pram (a bugaboo buffalo) I thought this was fitted correctly and went out for a walk with my newborn and 2 year old. After a couple of minutes we encountered our first kerb, going up it the universal buggy board detached itself and my 2 year old went flying backwards. Luckily she wasn’t hurt but after closer inspection of the clips on the board, they don’t fully close around the bar of my pram even with the safety straps tightly secured around the pram I am not confident to use this again for fear it will happen again. I wouldn’t want this to happen on a busy main road for example! I’d been in touch with the person who bought this and they’d been in touch with Online4baby only to be told that because it’s been over 30 days you will not exchange for a different board or refund! It was bought as a gift in plenty of time for my babies arrival. It’s the same as a pram, you would buy it earlier to make sure you have it in time in case baby came early and/or so you are prepared. In my case the board looked like it fitted well and had a practise with it around the house. It was only once I’ve been able to get out of the house and used it on uneven surfaces and kerbs that the problem has arisen. I’d been in touch with the manufacturer and they confirmed from pictures that the universal board will not fit a bugaboo buffalo and was told to contact yourselves to exchange this for the larger board with four wheels, which has a different fitting which I was told would fit my pram. I’d been told how they reacted to the emails sent and how they just dismissed this because it’s been over 30 days since purchased. The emails were rude and unsympathetic. I find this appalling behaviour from a shop selling baby items. I understand they have a 30 day policy but as this supposedly universal board doesn’t fit a very popular pram then I would of assumed they would wave the 30 days policy especially as I’m wanting to exchange for a more expensive product which we would obviously pay the difference! Very disappointing Online4Baby! I hope that this review helps others to use anyone but this company. I’ve read some of the other reviews and the level of customer service is appalling! Again to be told on the phone by Helen that a refund for an item purchased over 30 days ago would only be issued if a baby had died is just disgusting! What a heartless and unsympathetic company.

24/10/2018
Value for Money 1/5
Quality 1/5

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Excelent customer service till the moment you open box with ordered goodies. ... I bought a crib mattress with this company and got it completely damaged. They delivered it in small box folded .it is permanently damaged as it looks like that after laying more than a week on flat floor. Customer service keep saying that its everything ok with this mattress.. and do not agree for exchange or money back and refund for shipping back to them. would you put your newborn baby on such mattress In addition we've heard from customer service 'What can you expect from £10 mattress?' When we wrote email with complainment obviously they said it wasn't theirs words... but we know what we've been told. In fact ... they don't sell more expensive crib mattress... Overall rating 0 Product performance 0

24/08/2017
Value for Money 3/5
Quality 1/5

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