Terrible customer service. Buy elsewhere
Ordered a playpen online. In September. It arrived with a broken panel. I went through their awkward online dispute centre. It took seemingly forever to send another panel. This one was also broken in shipping. Not their fault, but I went online again to request the item be replaced. I got ignored for another solid week or two while being given the third degree about how the damage was caused. Then forgotten about in between chasing them for a reply. No names on any replies. No accountability. No care.
They eventually sent another ...after I raised a PayPal dispute. How can you run an online business when you have such a poor attitude to your customers. Very very poor. Two stars because the product was good. Service deplorable.
Avoid At All Costs!
We ordered online in late 2020 and were subsequently advised (post order) that the item was unavailable for another two months. Then we were led down a long winded online path just to raise a support ticket and ask for a refund. When we finally received a reply from their nameless staff online, we were met with the worst service possible.
Instantly defensive, accusatory ("read the fine print", etc.) and they went straight to legal threats when we simply asked for our money back. After several unnecessary exchanges, the grubs kept a portion fo...r themselves and handed the rest back - I guess this is how they make money, given the stack of negative reviews on here. My advice: do not get caught up in their cheap prices - the shoddy website should be a clear indicator of a very dodgy set up and you'll avoid the experience of losing money for a few extra dollars with a reputable retailer.
Worst bunch of grubs
Originally purchased an activity centre which was on back order for end of OCT, then I was notified they did not have that product until JAN2021, they offered to change the order to another similar activity centre which I had also looked at and was slightly cheaper. I agreed to change the order as this activity centre was hard to find elsewhere.
However after agreeing to change the order they increased the price of the activity centre which was cheaper than my original order. Dodgy. so they didnt have to refund me the difference.
This company ...
Gold star for this mob!
I bought the extra tall baby/pet gate to keep my large dog seperate from the kids at times. Perfect solution to my problem...not hard to set up when needed. It was delivered well within their timeframe. Communication was great! I have no hesitation recommending this company.
- Online store
- Verified customer
Bunch of Grubs.... Stay away!!!
Stay away from these bunch of grubs!!!
Sent item with missing power cable and blamed the manufacture for sending an opened box... Contacted them and they were not helpful at all. Refused to take responsibility for anything. Blaming me and Australia Post. Said they had video footage of my item being sent intact and factory sealed... Yeah right.... Kept telling me to contact the manufacturer for get them to send me a new power cord. Finally gave up and contacted the manufacturer who was very helpful and they sent me a new cord for free. They hav...e had many poor dealings with this company so were quick to help me as they knew I would get nowhere. The manufacturer could also tell by the serial number that the item they had sold me was over 3 years old....
Worse customer service and unprofessional to deal with!
Worse customer service! And most unprofessional business. The bassinet mattress I received was different to the one that was advertised on the website, it had curved top and bottom edges when the photos clearly showed a straight-edged top and bottom. I called up asking for a refund due to the misleading advertising and I was asked to lodge a complaint with their help desk online, which I did. I received a response that just said we do not refund mattresses and THAT WAS IT. No apology, no acknowledgement of the fact it was misleading advertisin...g and the fact their website clearly states that a refund may be given if the product "Are not the same as the description provided by the salesperson or advertisement." which is what happened in my case. I had even called up Bubs and Grubs prior to purchasing and asked if it was incorrect could I return the mattress and they said YES but it would just be a bit of a process. I asked the helpdesk again how to return, no response. That was a week ago, and 3 messages later. I tried contacting Bubs and Grubs on their Facebook page to get assistance and the person on the other end just said we do not give refund, again no apology, no acknowledgement of my complaint nor any assistance. I said I will need to escalate to ACCC or Fair Trading to sort out as this wasnt getting anywhere and his response was " I suggest not making threats". I said this was unprofessional and his response was "No need to attack me" and "You referred to my responses being unprofessional..." and "I am not the person who handles complaints". Seriously THE MOST unprofessional business I have ever come across, this person took my complaint personally and would not assist me. I would never recommend this place. Steer clear of this business!!!!! Any business would want to provide good customer service and customer satisfaction - not these guys! UPDATE: After an hour of posting my review I received an email asking me to remove my review or Bubs n Grubs would take legal action against me. I called Fair Trading and they confirmed I have a right to post an honest review of my experience so other consumers are aware. Looks like so many other people have had the same experiences as me. This business should not be allowed to bully people like this!
Most horrible business
Nothing else to say other than a joke of a business. Strongly advise to shop else where!
First they said my item would be 1-2 weeks.. 5 weeks later..
They don’t know there products, they don’t even have a phone number to call if you have a Problem with an item. Just emails.
They also record your phone call with out consent. Make up endless excuses too. Like they can’t return items because of covid.. not true.
- Online store
- Verified customer
Good initial experienced ruined by poor/tardy aftersales service.
This is why i am giving a 2 star review. As with any experience there are positives and negatives so I am just reviewing based on my experience keeping both sides in mind.
Back-story: I bought a carseat online in June. It was damaged. A replacement car seat was arranged between the store and the manufacturer to be given to me after I lodged a helpdesk request via their babyshop helpdesk after sales as per their instructions. The experience up to this point has been good/ normal. Nothing to complain about. The carseat is good quality and we j...ust chalked it to bad luck that we received a defective one. Was initially advised stock would arrive in 10 days (this was also in June). Multiple attempts by us from late June to late August to ask about the ETA of the carseat, even asking if a refund may be possible in July so we can use the money to buy another carseat as it appears the carseat was taking a long time to reach us. Only had 2 formal replies from them and the answer was always awaiting stock or stock in transit. We did not receive any apologies, offer of alternative solutions or refunds. It took a negative review to receive a very prompt response offering a full refund but by then we have already arranged something with the manufacturer and my patience have ran out. Positives- Offer to send a carseat in a different colour I ordered so I can have it sooner. I was pleasantly surprised as I was prepared to wait knowing I ordered something on backorder as per their website (I had expected to await a month as per their website ETA date then). Delivery came within expected timeframe. We then removed the carseat covers to wash and one of the studs that snap part of the cover to the frame just literally came off in my hands when I went to unsnap it. We reached out to their babyshop helpdesk as per their retail store advice. We had an initial prompt response and appreciated that they relayed our concerns to the manufacturer which then offered to replace the carseat for us with a new one via the shop. Negatives:
- Online store
- Verified customer
Buyer beware never use this store
Won't ever buy from this store again. I have a faulty pram brand new out of box which they are flatly refusing to assist despite the product being faulty and unsafe for my child to be in. Maxi Cosi the manufacturer have advised the store purchased from needs to provide a refund and they are refusing. Also sent me wrong coloured baby bag and told me they ran out suck it up. They will be taken further and reported and my bank will have to process a disputed transaction but save yourself the headache. Buyer beware. Dont use this site
- Online store
- Verified customer
Really happy with my purchase I received today and so glad I gave this company a go. Excellent price, other well known department stores were selling same product up to $200 more! Bubs n Grubs also included a free bonus product with my order, super fast delivery Brisbane - Sydney less than 5 days for bulky goods during covid and I could track my delivery and check for updates along the way.
Terrible customer service.
I purchased a monitor online that I am having issues with for the past week. The manufacturer won't help so I asked Bubs n Grubs for a refund as I dont have the luxury of wasting $200. Ignored my refund request and instead asked if I have contacted the manufaturer, which I had already explained I had. I responded again that I had and no response. Useless.
- Online store
- Verified customer
Can't believe the negative reviews. We have nothing but positive to say.
I was looking for a gift for my niece who is due in October and thought I'd better order in plenty of time, given mail is so disrupted due to Covid. I can't believe I ordered it on Wednesday and it arrived, gift wrapped, on Thursday. Very impressed. Will be back. Thanks Bubs n Grubs!
Won't ever buy from them again. I have a faulty product which they are flatly refusing to help with despite the Australian Consumer Law being very clear. Have had to escalate the matter further. Buyer be very very aware
Have always had a great experience
I’ve bought a tonne of stuff online from Bubs n’ grubs over the last 2 years (everything from white noise machines to car seats) and have always had a positive experience- contrary to a lot of reviews I’ve read on this platform. Items always arrive as described and postage has been quick almost every time. From my experience, I would recommend.
Supplier delays and you pay
After purchasing a crib and confirming with the Perth store the product would be dispatched within two weeks, I was told at three weeks after purchase the item was delayed from the supplier and would take another week. Another week passed and then I was informed it would be a further week and then “possibly” a week further to get to me. I requested a refund, as advised by the store colleague from their automated/digital help desk and I had no response, I chased after three days and again no response, then I receive a text saying the item has be...en dispatched to me. After I had gone and purchased a new crib (babies don’t wait!!) and then spent an evening with their incompetent help desk trying to resolve and was spoken to appallingly. I would NEVER ever recommend these people to anyone. Disgusting and incompetent lack of communication between both their head office, suppliers and to their customers. Terrible.
Bad Bad Customer service
Don’t blame the delivery on COVID when you repeatedly told my wife it was her fault for not checking the products upon arrival after courier sped off and how is supplying photos and diagrams and stating what item piece number we needed a bad description haha kindergarten kids would of supplied the right piece inside a day other than the 5 wrong pieces you sent, terrible service!!!!
Worst customer service
I purchased an item one evening, decided to cancel it and called as they opened the following morning. They told me I had to fill in an online form which I did, and then one month later they email to say that even though they have not shipped the order (a month after ordering) they can only offer a refund less 20%, to send the item, an exchange or credit note. I explained the situation and they refused a refund. I then said I’d contact the ombudsman to understand my rights and they said that if I were to go down that route they would revoke the previous options and send the item. What?!
Worst online service I have ever received!!will never buy from here again!!
Asked a simple question on word of mouth if any one has had to take a photo of there credit card!
Then told them it was nonsense!! No swearing!!!
Worst service EVER!!
Worst customer service I have ever experienced
I placed an order online and was then asked to provide photo ID for proof for my bank. I declined as I wasn’t sure that this was a legit request and they weren’t able to provide a secure way to upload my ID.
Fast forward 2 weeks of back and forth with them they haven’t provided the credit on site as discussed but have actually shipped the item that I no longer want or need having bought instead from Amazon with no issues.
I will be contacting the ACCC over this as it has been the worst customer service I have ever experienced
Good product but unacceptable customer service & misleading marketing
After selecting this product because it was on sale, I had to wait almost 4 months to receive it. The mention of a waitlist was buried so far into all the instructions & information that it was not clear that I had to wait that long. I tried to cancel the order (baby was born & I needed one straight away) & was refused because the they said the waitlist was mentioned in the ad.
I don’t believe you should attract customers to buy a product (via a sale) that you don’t have in stock & you expect your customers to wait months to receive it. I trie...
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