Bambino Direct Complaints Thread Directory

[Qally]

In the two years I've been a member of Mumsnet, there have been a loooot of threads complaining about Bambino Direct, so I thought I'd collate them. Plenty of pregnant women here, to be swayed into buying their big ticket items by the promises on that site of great service at low prices.

Thread One

Thread Two

Thread Three

Thread Four

Thread Five

Thread Six

Thread Seven

I know there have been more, as some requests for recommendations have turned into rant threads, and others were split between the (thankfully now departed) Two Left Feet and BD, but I only really had time to run a search on those with BD in the thread title.

You may notice that amongst the near-universal horror stories are the odd glowing review... always from people who have never posted on Mumsnet, before or since, and often with mysteriously similar posting styles. The owner also threatened one person who left a negative review, saying she wouldn't get her money/items until she posted a good review. Oh, and when she posted right back to tell people about this experience, one of the mysteriously positive reviewers immediately posted "your not that special your just pregnant" and said people complaining were sad.

Just thought this info might be useful in reaching buying decisions. A buggy, cot and change table can easily top a grand. Be nice to actually get them all.

Some good companies, judging from feedback here and my own experience:

www.backinaction.co.uk
www.johnlewis.co.uk
www.kiddicare.com
www.lullabys.co.uk

• any more companies that actually keep their promises, people want to recommend?

Just wanted to bump this, in case any newly pregnant people weren't aware of the info when buying equipment.

There should be a review section for companies in the review section as well as for products I feel.

that's a brilliant idea, but I'm not sure how MN could catch the likes of BD posting fake positives. They get caught out here really fast because their posting history is checked and writing styles compared, but in a review section it might create a lot of work for MN Towers.

It would be wonderful, though. The problem with the internet is the dodgiest company about can look professional and well established with a decent website, and you can't easily turn up on the doorstep and complain/demand a refund. If they want to avoid you, they can.

Bumping to support the latest horror story on one of the threads.

I advise everyone to AVOID BAMBINO DIRECT - have just spoken to the person who's been brought in to sort out their issues, only to be informed by her that it was her fault my order has been messed up.

I was in the market for a new pushchair and car seat as we had to return our previous one to another shop as it was faulty. Shopping around I found Bambino Direct to be the most competitive on price, but decided to check the forums for other people's experiences of them.

Due to the less than positive feedback, I decided I'd call them direct, as opposed to order online, to see if they can meet my requirements. I told them I needed the pushchair to be delivered the next day as our 5 week old baby was without one and that all the time we do not have one, we're stuck in the house. I was assured that it would be sent that day and be with me the following day, so I was satisfied and decided to make my purchase.

It's now the day of delivery and no sign of my pushchair... I've just spoken to them and have been told that it wasn't sent yesterday, but instead will go today and be with me tomorrow. This is obviously very frustrating as I've had to stay home from work today to await delivery and am also unable to take my baby out for yet another day.

I asked how they were going to compensate me for this inconvenience and was told they can't give me a cash amount or vouchers, but instead they would send me a 'gift.' Obviously a 'gift' is a very broad term, so when I pushed further I was told I could choose from a comb set, or a plate and cutlery set - neither of which come close to the amount I've been put out - two days off work to await delivery and two days unable to take my baby out when I'd been informed otherwise!

Needless to say, I turned down the 'gift' and have instead decided to warn anyone else to avoid them!

Please let's keep this thread bumped. Pregnancy is a very busy part of the MN chat and so daily bumps are the only way to keep people informed of what a bunch of cowboys these guys are. Remember that MN often appears quite high up on Google searches too. Anyone who's ever been screwed by these idiots - come on, let's make sure no-one ever does business with them again.

I spent over £500 on a Phil & Ted's Vibe. The item arrived very quickly. However it turned up in a battered brown box with no paperwork or instructions. It's clearly been used - stain on the hood, dirt, scratching on wheels and chasis. Also it appears some of the bits are missing. I spoke to the UK distributors and they talked through what I should have recieved - apparently there are bits missing, but I can't confirm cause I don't have instructions.

As anyone who's ever had a problem with these guys will tell you, it's the getting hold of anyone that's the biggest frustration. I have been ringing a dozen times a day (to their two dif phone numbers) since Thursday. On one occassion I got through to an answerphone. Needless to say, they havent returned my call. Neither have they replied to my email.

If like myself you didnt do a MN search on the company before you bought from BD and are now having problems I advise you to ring Consumer Direct on 08454 040506. They are really helpful, they explained my legal position and have sent me letter templates to start a dispute with them.

Other action: I have contacted the UK distributor for the P&T's and intend to keep them informed once this is all resolved. I urge anyone who's had/ is having problems to do the same.

I know other people have contacted Watchdog and Trading Standards too.

Keep bumping

Wish we had seen this thread sooner...

Bambino Direct have taken £350 of our money after an order was cancelled. The matter has been ongoing since 19 August 09. To date they have not made the refund they are legally obliged to make.

Countless e-mails, phone calls (if you can get through) and letters are generally meeting with silence. A couple of responses have been received from Gemma Poppleton and Paul, but they seem to be incompetent or they have been telling outright lies. False promises of a refund within 3-5 days are standard issue.

We have since made calls to consumer direct, lodged dispute forms with our bank and will now start proceedings through the small claims court.

We have also posted our story to BBC Watchdogs website and urge you to do the same.

We ordered a Quinny Buzz travel system in July 2009. Despite the Bambino Direct website stating everything was in stock, it wasn't!

Some of the parts arrived within 10 days but none within their stated delivery timescales.

The carrycot still hadn't arrived in the final week of September, despite much chasing.

The company failed to respond to emails and didn't answer the telephone. In the end I had to contact the manufacturer for their assistance in contacting the company (they are amazingly an approved Quinny supplier).

The carrycot finally arrived on Monday, four weeks after our baby was born.

I would never buy another thing from Bambino Direct and only wish I'd read these reviews before spending hundreds of pounds with a company whose customer care has been awful!

I think this is going to end badly.

I just wanted to say thanks for this thread - I'm looking fo quite a bit of baby stuff, a bugaboo, car seat and a few other bits and BD are quoting nearly £80 cheaper for the whole lot than my local pram shop. But after reading this thread I'm going to keep my money in the local economy, especially as the man in the shop has said he will store everything until just before I give birth and he will even fit the car seat and show me how to dismantle the pram !

I can confirm that Oliviasdaddy is not the only one to get false promises of a refund from Gemma. We did too then heard nothing for weeks. We were greeted with the same deafening silence whenever we contacted the company UNTIL I'd involved the manufacturer and questionned them being an approved supplier. I suggested to Quinny that their reputation may be damaged if they allowed suppliers of their goods to act in such a way.

I'm glad that people are taking note of this thread, it is not sour grapes, just an accurate portrayal of what you may experience if you buy from them!

My mother brought us a Stokke cot through bambino in Nov 08. Our daughter came along in Jan 09 and the cot arrived in time, and was lovely but missing a canopy and fitted sheets. I phoned bambino who ensured they would be sent, I did this twice. However, we received nothing so despite being busy with a newborn phoned again at 1300 hrs on the 9th of April 09, this time they had no record of my previous phone calls, and I was treated with suspicion. My wife has now given up, and ordered the canaopy from Kiddicare a year later. Very disappointed, will never buy anything from bambino again.

Bump

Are they still awful? Anyone had good service lately?

I doubt it

Sounds like a bad idea then ?

Check out this thread for an update.

I recently ordered (April 2010) a parasol for my Stokke. After chasing I was advised by BD that they did not have it in stock & would refund my money. To date I have not received my refund & looking at various threads above I doubt if I will. The small claims court seems a lot of trouble for the sum of £31.45, but the fact they have my money, no matter the sum is outrageous. Do not use BD.

Just posted elsewhere on the site but happy to add my woes
See here
www.mumsnet.com/Talk/pregnancy/492704-has-anyone-bought-from-bambino-direct?msgid=20586 385

After having received the most appalling delays and customer service at Bambinodirect, I would recommend everyone take their custom elsewhere, and put these charlatans out of business.

Having spent over £700 with the company, I find it extraordinary that I'm still waiting 5 weeks later for my delivery, when the company explicitly advertises that orders will be delivered in less than 5 days.

For other unhappy customers, please follow my lead and take this story to BBC Watchdog.

www.bbc.co.uk/watchdog/gotastory/

And for anyone who needs to contact Claire Fox, Bambino Direct Customer Service Team Leader directly, don't put up with letting BD generate extra income from their 0845 number,her direct line is 01484 448 936 ([email protected])

I had huge delays with my travel system order but did eventually receive it minus the Isofix part which BD did refund me for.
However, my Bugaboo strap recently broke and I had to go back to them to get this sorted under warranty.
BD told me to fill in a returns form and it would be processed in 24 hours. That was on 1st September and Ive heard nothing despite trying to contact them.
Thankfully I contacted Bugaboo directly who have sorted very efficiently and new straps are on the way.
AVOID BAMBINO DIRECT AT ALL COSTS!!!!!! I feel lucky I actually managed to get my goods albeit after 2-3 months and I was actually thinking of purchasing a car seat from them until recently, luckily I wisened up and used Mothercare.com.

Its also worth noting BD will take your money on the day you order whether they have the stock or not. I believe this is incorrect practice and they should take it on despatching the goods.
They probably take money knowing they dont have stock and then tell you afterwards they have supplier issues (ie blaming the supplier which looks bad on their brand)...

I have had a problem recently with BHS direct only to find out they are not BHS but Bambino Direct in disguise! Beware!

Thanks for this thread , I have been looking online for a new 3 wheeler and was going to get one from Bambino.
Wont be buying from them after reading all that has been said about them.

I have however had excellent service from Online 4 baby a ebay company, I ordered my travel cot and it was delivered the next day , think I will stick with them.

Bump.....

I just ordered from them and then found this thread - luckily only a changing mat but still this is important to know.

Oh no, just ordered nursery furniture this afternoon. Very concerned now.

Well, half of my order has arrived this morning. It is the smaller, cheaper half (a bouncer). They did tell me the larger item, a dresser/changer will be despatched later so we will see!