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AVOID KIDDICARE AT ALL COSTS

23 replies

ollyollyolly · 20/08/2014 14:49

Hello all.
You will note i haven't contributed to the forum yet but have spent many hours looking at reviews and advice so thanks!
I wanted to advise you all to avoid Kiddicare at all costs. I have used them many times and been happy. However we went to make a big purchase (kiddy carrier) and it is a lot of money for us so we thought we'd go there.
They told us they are closing down and there were signs saying all refunds would be through head office. The harness was in security wrapping so we couldn't try it on. I asked whether we'd be able to return it and they said yes.
Well suffice to say they will not refund our money and my wife and I are both devastated as a lot of money we can't get back as we were lied to. They stood nothing to gain but rather than accept a valid return they are happier to keep our money and not even respond.
Honestly, just avoid.

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YoniMitchell · 20/08/2014 16:02

As in the store itself or the entire business was closing down?

Why did you want to return the item? Certain circumstances are protected by law.

Fwiw, I've only had good experiences with Kiddicare, customer services included so I won't be boycotting them. Sorry.

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YoniMitchell · 20/08/2014 16:03

What about the refund via head office as mentioned in your OP?

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Smartiepants79 · 20/08/2014 16:06

Well they are definitely closing their shops but will still be trading online.
www.moneysavingexpert.com/news/shopping/2014/07/got-a-kiddicare-gift-card-spend-it-now-as-stores-get-set-to-close
One poor experience from one person is not really a good enough reason for everyone to stop using them.
I've never had anything but amazing service from them

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LIZS · 20/08/2014 16:07

what is wrong with the item ?

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OneLittleToddleTerror · 21/08/2014 22:12

I have nothing but good service from them. Are you trying to return via the head office or online?

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LittleBearPad · 21/08/2014 22:16

So have you contacted their head office as the signs said?

It's well known their stores are closing down except Peterborough.

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Longdistance · 21/08/2014 22:20

Wasn't Kiddicare bought by Morrisons at some point?

I've been to their original store in Peterborough, which was very good, but had never been to the other stores.

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WiggleGinger · 21/08/2014 22:28

I thought they were keeping Peterborough and online open?? So perhaps contact HO and see what they suggest.
I've also never had a problem with them!

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OneLittleToddleTerror · 21/08/2014 22:31

longdistance morrisons has sold it and the new owner is returning to how it was, an online business with a HO in petersborough.

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Blueberrybaby · 21/08/2014 22:35

I managed to buy a cot bed half price and a car seat at cut price. Very happy with it all and the savings. Sad they are closing, but if won't be boycotting. Try getting a refund via head office. Failing that can't you sell the item online and re-coup some of your money?

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ollyollyolly · 22/08/2014 14:23

Sorry for the delay in responding.
I too have never had trouble both in store and online and have several items of baby related furniture to vouch for that.
The specifics were that it was a baby carrier. As you all know you need to really try one on to check it fits as if it doesn't then it is useless. They wouldn't let me try it on before buying as it had security tags keeping the box sealed. I asked what the situation was on returns specifically as I knew they were shutting down. Their store had signs saying that refunds would not be done in store and would only be done through their head office. The next day when we decided it didn't fit we popped in to Kiddicare to see if exchanges were the same as refunds as we were happy to get a different brand that they may have stocked. A lady in store at the pushchair repair centre area said that it had to be returned through head office (fair enough, we didn't know if exchanges were handled the same way) and that you just have to tell them that it doesn't fit and they would arrange courier collection (seemed a bit too specific to be questioned but we also figured we'd pay the postage if necessary). Since then:

  • After several attempts and ring offs spoke to one member of staff after 10 minutes on hold who confirmed that, yes, they would take a refund and could we please scan and send our receipt to them (done, and fair enough)
  • Nothing from them despite saying they'd get back to us
  • More nothing
  • Phone call to head office after several failed attempts and more than 20 minutes on hold to say that they will not give a refund. They don't know why the stores are telling us it had to be done through head office and no they don't know why someone at head office also told us to send our receipt in as no refunds are being given from head office for things bought in store and I need to go back there.
  • Store refers me back to HO.
  • HO refers me back to store.


If you want to keep shopping there then do. I was merely advising you of our experience. In essence I couldn't care less where it gets returned but as I have been misled both in store and by head office I am not quite sure where to go to and find it unprofessional to the highest degree. Hopefully your purchases won't go wrong and good luck shopping there.
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ollyollyolly · 22/08/2014 14:27

And yes we can sell it online but the reductions were that good compared with internet pricing anyway, so we will make a large loss that I don't think we should have to, so it was more just that we thought there would be no issues buying it from their store as they still had a head office and weren't going bankrupt or anything.
Just sad that a company basically tells lies, doesn't feel accountable, and has no understanding at all. This was a large purchase for us and was meant to be a treat to baby and instead we are left in the dark and feeling cheated.
The boycott idea was a tongue in cheek comment so, like i said, go ahead. But I am not an idiot, I know to check the Ts and Cs, and like i said the stores are saying refunds go through head office, head office are saying refunds go through the stores and they are basically just trying to buy time until they have restructured and are no longer liable for the "old company's" actions.

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SureY · 22/08/2014 14:30

It's annoying, yes
But "devastated"? Really?

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BucktoothedGirlinLuxembourg · 22/08/2014 14:33

Why is this in the travel section ?

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WorraLiberty · 22/08/2014 14:35

Just go to the store, ask them to phone the head office and wait while they do.

The problem is between the store and the office, so ask them to communicate with one another.

Also, if you have any further dealings with HO, try to make sure it's by email so you have a record of what has been said.

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ShatnersBassoon · 22/08/2014 14:38

It was a gamble buying something you had to try on from a store that wouldn't allow you to try it on and who are in the process of closing down. I think you're being too dramatic about how it's affected you. It's inconvenient, not life changing.

HO should be more helpful though. Just keep on at them.

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batteryhen · 22/08/2014 14:48

I have used kiddicare several times and been happy but recently tried to contact them about a product. Nobody answered the phone, I tried off and on for 2 days, so I emailed them and it took them a week to get back to me. Their customer service is shocking.

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ollyollyolly · 22/08/2014 14:58

Ok I'm going to stop posting as particularly in the case of negative replies I think they are just rude. Perhaps you don't mind spending over a hundred pounds for something that is useless in which case I'm happy for you but it is the height of arrogance to tell me how I should feel. I work hard for my money and it is very upsetting.
I'd like to say how I hope it won't happen to you but clearly you'd not be bothered so i guess i don't need to. Do please let me know how much the products should been before it is considered worthy of your attention and I am allowed to feel lied to.
And also, like I've said, I think people should be aware. If you want to take the chance I'm not stopping you, but i think when representatives of the same company give you a response that turns out to be nonsense it's something to be aware of.

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WorraLiberty · 22/08/2014 15:16

Not all the replies have been negative to be fair

I think to not acknowledge the more helpful ones before flouncing off, is pretty rude myself.

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FlossyMoo · 22/08/2014 15:26

Why do people who come on a forum used by thousands of different people expect and everyone to completely agree with them and when they don't they get upset?

OP it is a crappy situation to be in. I hope you get it sorted.

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OneLittleToddleTerror · 22/08/2014 15:42

I have no idea what the OP tries to achieve really.

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ollyollyolly · 22/08/2014 16:46

I'm not sure which advice you refer to as the only one who gave me anything that I hadn't already done (and already referred to) is WozzaLiberty and, fair enough, I should have said thank you. Thank you. I missed your reply in honesty as I wasn't watching the thread but just logging in to see responses sporadically and just saw various people telling me how good Kiddicare were and picking holes with my original post and correcting my choice of words. I made a point of saying how I was very happy with them in the past and I am somewhat surprised as to why people have essentially turned on me. It is just advice and telling you what happened and you can take it or leave it. But leaving it generally means ignoring it, not debating what vocabulary I should have used and how I should have reacted.
I thought someone may appreciate the warning that regardless of standard terms of trade and what their staff and notices say in store, they will not offer refunds. I don't think that is an unreasonable thing to do to try to help and I think its pretty obvious what I was trying to achieve.
If you think that I was wrong and wasting your time then fine. But you opened it the message so I am not sure what you expected to see.
Similarly, if kiddicare want to take me up on anything I've said that is fine too.
Anyway, thanks to those who did try to help.

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ollyollyolly · 22/08/2014 16:54

Thank you for your empathy Flossy Moo though, incidentally, I didn't expect everyone to agree with me and if that is what the post seems like then I apologise. I was just surprised that when people don't agree they feel the need to take it up with me!! As I said, I don't post here regularly but thought that practices like that are not right and most people would assume they could rely on staff and head office to not mislead them and that they may appreciate a warning. Had someone told me I'd not be able to get any refunds despite what their in store staff had said I would have thought twice.
I used mumsnet as I would imagine there is a fairly large overlap and people may want to know. Similarly, if a holiday rep misled me I would put it on tripadvisor. If no one else benefits then fine, sorry for wasting your time. Honestly, it was just my experience/advice.

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