Shocking customer service - avoid
I purchased two Angelcare nappy bins from Amazon two months before my baby’s arrival. When it came to opening them and setting them up just before my delivery date, it transpired that one of the nappy bins had arrived without a key part (the metal bar to hold the two plastic bins together) rendering the product totally defective and unusable. In an attempt to be good to the environment and not request a full replacement initially, I emailed Angelcare directly to explain the situation and asked if they could please send me out a replacement metal bar. They said they would. 3 weeks later the part hadn’t arrived and my baby had. I followed up with them to ask for tracking details to see where it might be and they confirmed they had no tracking number for it. When I asked what date they had sent it out they ignored the question. As I was concerned that the part wasn’t coming and that I was still without a nappy bin, I then requested that they instead send me out a replacement product since the initial was defective (for context the nappy bin was €17 so we are not talking about a lux or super expensive item here). They refused and told me I’d need to go through a process with the retailer (Amazon) which may involve me being directed back to Angelcare again. Given that 30 days had passed since it was purchased, the process with Amazon is not quick or easy and all of this means no nappy bin for many more weeks. Stephanie in Angelcare also said that if Amazon did direct me back to Angelcare as part of the process, that I was to tell Amazon that Angelcare couldn’t resolve my query and had no advice to offer - effectively leaving me without any legal remedy for defective products supplied to me. Appalling customer service - clearly no interest in making things easy for a new mum. I’d recommend buying a competitor product to avoid dealing with this.
