Online4Baby - Beware!

[BerryAnna]

Just wanted to share our experience. We ordered a crib from Online4Baby as they had a competitive price which included a "bundle" of pregnancy pillows and crib sheets. The crib itself didn't have many reviews anywhere but it was a reputable brand and newly released so unsurprising there weren't many reviews. I'd looked at Online4baby and they had thousands of positive reviews and a banner saying returns accepted so felt confident ordering. It arrived fairly quickly in 2 separate packages and all seemed good.

Opened up the pillows and sheets - they were fine. Not great quality but OK and as a freebie compared to other sellers I was happy enough. Put these away as we hadn't had chance to set up the crib. At the weekend we got the crib out and there's a defect - just poor design really that means it doesn't work as advertised.

Contacted online4baby by email to return the crib and they asked for a video of the fault. Fine - we sent that. They came back saying they needed to discuss the issue by phone. We missed a call from them, called them back and were put on hold for 45 mins (not the end of the world but annoying). They agreed to process a refund and arrange collection and gave us a provisional date. All looking good. Emailed to confirm the date and got an email back saying they need to discuss. They phoned and told us that we were using the crib wrong. We're really not, it's just faulty. We were told that there was "no evidence" that a refund had been agreed and we need to send another video showing us using the crib per the manufacturers instructions (this is what the first video shows). I know what you're thinking - it's probably user error. To be clear, the issue is that the side of the crib (which is spring loaded) gets stuck on the way down on one side. You have to apply force (quite a lot of force!) to get it to go down properly. For a bedside crib that's faulty in my book - I would actually have to get out of bed to operate that side properly on the way down which defeats the object. Leaving it wonky would be unsafe for baby as they could get their neck stuck on the slightly raised side (suffocation risk). The manufacturer says we should apply "even pressure" but it's sprung loaded so there shouldn't be any pressure.

At this point we've already packed everything back up in anticipation of the return date - getting it out and constructing the crib again to prove that it doesn't work when the video sent already shows this seems pointless. Rather than get into a lengthy argument (they were quite rude on the phone) we thought it would be easier to just pay the return postage under their standard returns policy - anything to reduce stress in 3rd trimester! Date agreed and assumed dealt with. Out of pocket by £15 but no other harm done.

Then I received the returns information. Two things stood out. I must ensure that:
1 - "the original packaging has been used"
2 - "clear tape is used to seal up any packaging"

So we have the box for the crib, but the bag the other items came in is long gone. Also we've already packed the crib with brown tape - seriously who has clear parcel tape lying about? I would normally assume this would be OK as they hadn't mentioned it on the phone (and if you're going to be fussy about the colour of tape I think it would be helpful) and obviously I will package securely, but reading some of the reviews people have had their return rejected and had to pay for 2 more lots of courier costs because they used brown tape!

Now I've looked again the company has one of those suspicious review rating distributions... you know where there's loads of 5 very little in the middle and then loads of 1. I've sent an email to ask about the packaging but honestly at this point I'm just expecting issues... and have ordered some clear tape to be on the safe side.

So in summary if you know exactly what you want and it arrives with nothing wrong they are fine - speedy delivery and good prices. I guess I'm just used to much better service when things go wrong.

[PlanBea]

I'm sorry you've had a bad time with them, it seems to be a problem with the returns side of things. My experience of them was completely fine, I ordered a car seat from them as they were loads cheaper than elsewhere, it was with me in 3 days in perfect condition and no problems. But I didn't have anything go wrong with it so it was all straightforward!

[eternalflame2020]

Hi! I don't think it should really matter if the item is fault or not. You're not happy with it and it's not up to expected standard so you should get a refund without any questions. Things like that really grind my gears and I'm glad you have brought attention to it as I will steer well clear of buying anything from companies that do business in that way!!

Fingers crossed you get it sorted.

I do feel quite aggrieved on your behalf...I think those pesky pregnancy hormones have surfaced again 😂

[BerryAnna]

Update: spidey-sense was spot on and they are rejecting our return because we have taken the items out of the packaging and removed tie wraps etc (how would you know if an item was suitable without doing that?), will reject anything returned with brown tape on it and will reject anything not packaged in original packaging. This is in their returns policy to be fair (you must retain original packaging, not brown tape) but I honestly didn't read this detail given the big banner on the product page saying "returns accepted". Lesson learned I guess. Now have no choice but to pursue a claim under consumer rights act... not my preferred way of doing things!

Honestly shocked by this company.

[MsHedgehog]

To be fair, it is the position with online shopping (and shopping anywhere) that you need to retain and return with original packaging. Brown tape, unwrapped items, etc. would certainly not be accepted anywhere, because essentially the way you package it could affect their ability to resell it (without the original packaging in tact, they almost certainly cannot resell so it's a loss for them). It also makes it look more likely that you've used it, not liked it so returned it.

From the way you've described it, it's not surprising that they have rejected your return.

In future, you need to be careful whenever you open any online shopping, and retain all packaging in case you return it. That's not a criticism on you, I say that as someone who does A LOT of on line shopping for everything.

That said, if it's faulty, then original packaging is irrelevant. It's faulty so you need to send it back, end of.

[BlueberryPancake21]

@MsHedgehog honestly I do know what you mean. My frustration is that they are making this difficult when there's something wrong with the product. My first email said it was faulty and demonstrated the fault and asked for a refund. Every other retailer I've dealt with has then said "we're so sorry please do send your item back". That's just not what is happening here. We only went down the standard returns route because they were being so difficult about accepting it was faulty and trying to fob us off saying it was a supplier issue. We thought paying £15 return delivery fee was a small price to pay to make the problem go away.

Also the only bit of original packaging we have lost is from the additional items (sheets). These were in a cheap clear plastic bag that tore when I opened it so I threw it in the bin - there was nothing branded, no labels, no tags or anything like that. If there had been I would've kept them. The main item is in it's original box. The only brown tape on that box is at the end to re-seal it. I'll happily use clear tape - if I was told to do that which we weren't when we agreed the return (which they are now saying we lied about). They can't (shouldn't) resell it as it is faulty and could (albeit unlikely) cause suffocation to a baby. My guess is that they will send it to another unsuspecting parent.

I do a lot of online shopping as well and have had to deal with returns before and I'm willing to be flexible and rarely complain - I understand margins are tight and some of these businesses are small. We started out saying we would happily exchange for another item that worked correctly (they weren't interested) and we've been flexible on paying the return fee to speed up the process (they aren't willing to meet us halfway).

[Mijhalo]

Know this is an old post, but wish I’d seen this before I ordered a car seat for baby. It states it’s suitable for 9kg or 9months old but my LO doesn’t fit in it or his head touch the head rests so trying to return it but states needs to be in the original packaging which was a plastic bag, which needed to be cut to open, so won’t accept it. They have a 365 returns policy which also states the product still needs to be in stock to return it again with seal not broken.

Also going down the route of trading standards. Very disappointed with the service provided and fact they will reject everything unless you don’t actually open the box or packaging, even with faulty items, as its impossible to see if it’s useable or faulty without opening the product. The only plus side is that it was relatively cheap, so only lost a small amount of money but still, they should accept returns.

[DandH2020]

Order bottle set which arrived used. Box damaged opened. Inside box mess. I am trying to contact them no answer. Probably know that sell rubbish service thatswhy. And don't answer the email just to don't refund.