Would never purchase from this store again!
Purchased a stroller from this company which was then faulty. I tried phoning the store but they always refused to speak to me over the phone, I had to submit a ‘ticket’ with their online system. I submitted a ticket regarding the faulty stroller took images etc for them, took weeks for a response (I would always have to chase them up). Then got asked to send the stroller back via post so they can send to the manufacturer which we did. They have terrible customer service. They would always mark my ‘ticket’ as resolved so I would have to open a ...new one. Nearly 5 months later we finally got a ‘store credit’, they refused a refund or replacement (mind you my son is now walking and we no longer need a stroller after all this time). We had to order a new stroller through the online website and then pay another $45 for shipping. Extremely disappointed to say the least.
- Online store
DON'T be Fooled by their cheaper prices - You'll be out of pocket with their faulty products
I bought an Ollie Owl to calm my child during sleep. The item was faulty. I sent Bubs n Grubs a video showing the fault twice with no reply. After 2 weeks & emails to the sales department I was asked to return it. They refused to send me a replacement in the meantime & I had to spend $16.55 in return postage. So after many weeks I was left with a very distressed child & out of pocket by $16.55. It would have been quicker & MUCH MUCH cheaper to buy it from Baby Bunting & not put my child through all that trauma for all those weeks as I could not afford to buy another one. The GRUB part of their name is aptly named!
Update to previous post
An update to my previous post... Bubs N Grubs have assisted with a 3rd party supplier to have my defective product replaced. The supplier was not willing to assist with my warranty claim or accept fault of the product initially. Bubs N Grubs did finally get a positive result of my mere persistence. If i were not persistent... then i'm not sure what the outcome would have been. At the end my issue was finally resolved and i just wish it didn't take so long. Just remember, customers will always return if they have a good experience. for this i give 4 stars.
Don’t take your chances with this company
Take time reading other reviews and you will understand what sort of a company this is. Disappointing at the least.
Fantastic Service and excellent Communication
This is our second time using B&G in the last few years. They first assisted us with getting our baby room all kitted out for our first born and due to the impeccable service and brilliant prices we couldn't help but go back again when our 2nd child was due. Not only did they offer great advice on new seating for our toddler, but were swift and extremely helpful with our order. Freight was also extremely fast and arrived within days of being dispatched. (QLD to VIC). Highly recommend calling them to get advice if needed.
I had a terrible experience with this store. I ordered a play gym in December and it was on back order but thought that would be ok because my baby was due mid January. Mid January comes and no word so I email and ask where it is and am told it will now be arriving mid February. Mid February comes and I email again and I'm told it's now coming Mid March. I then said I didn't want to wait another month so they offered to send a different gym. I didn't really want another type but said yes because I just wanted a gym ASAP. So the gym arrives and ...it's NOT a gym, they sent me a cot mobile! I contacted them and they said to return it and by this point I just wanted a refund. I ordered another play gym from a different store and it arrived in ONE day. I then emailed again after I was notified by aus post that they had the returned cot mobile and asked when I would be refunded to which I was told I have to go through their website and submit a ticket to get it. The refund was done quickly once i asked but they were NOT on top of anything at all. I understand that Covid has made everything slower but they did not contact me first once and tell me there would be further delays and then they sent me the wrong product! If I knew it was going to take so long I would have ordered elsewhere back in December. Terrible customer service and such a stuff around.
- Online store
Not recommended - do not be lured by the savings, it's not worth the pain and of their delivery & customer service
I purchased a pram with bassinet on the 9th of December for my daughter's firstborn and it showed stock available. Then A few hours after I got a call that the pram and bassinet will be shipped from the supplier in a couple of weeks. I expressed my disappointment because website said delivery within 5 days. A week after, I get another call that only the pram will be shipped and the bassinet on the 2nd week of Jan. I asked for a refund of the bassinet but was declined and was offered another colour option which I didn't accept. The pram ar...rived on the 24th of Dec (2 weeks from order date). On the 12th of Jan to I still didn’t hv any update so I called to check the status of the bassinet and was directed to voicemail so I submitted a ticket. Didn’t get any reply even though website shows they will reply in 24 hours. I updated my ticket and advised that I will dispute the purchase due to non receipt. Amex was very helpful and filed the dispute and they advised they will follow up to check it gets delivered and cancel the claim once delivered. It was only when I called Amex to dispute that someone called me on the 15th advising the bassinet was on its way. However I didn’t get any delivery notification until the 18th. The bassinet finally got delivered on the 20th after more than a month from ordering. The savings you get is not worth it. You only know after you have paid if you are getting the stock or not. They should be honest to the customer if stock is not available to ship or is in back order. They should also be willing to refund if the item is not available. You can read through all the reviews here and I wished I read the reviews first before buying from this store. I was fooled by price guarantee - should have done more research first. Very frustrating!!! So please, don't buy from this online shop as I don't want you to feel the pain and frustration that I felt and also hving to raise a dispute. My grandson missed a whole Month without a bassinet. Totally regretted buying from this online store.
Avoid at all costs
After reading these reviews, it's clear that this business displays a pattern of deceiving the customer. I bought a Bumbo seat from their online store in blue. Later that day, I received a call from their store to say that blue wasn't in stock (the website didn't show it as out of stock). They said they have it in lavender and asked if I would like to swap. I asked how long the blue would take to come in - they said one week, plus shipping time. We are currently without a chair so I asked for a refund and said I would purchase elsewhere. The ge...ntlemen on the phone said that I couldn't do this over the phone and that I would need to go to a website. I did log a ticket on the website but received a reply to say I wasn't entitled to a refund - credit only. I explained that a refund would be required, because they couldn't meet the order requirements, to which they replied that they state clearly in yellow on their website that they don't promise delivery times (despite at check out saying that it would be sent standard post - generally a few days to Sydney). We sent numerous emails backwards and forth and the tone of the service help desk was incredibly arrogant and rude. They seem to think that it's ok to really make a point by WRITING IN CAPS REPEATEDLY. They also record all of their calls without informing the customer - is that legal? I've never come across such poor customer service. They've since shipped the item but I already ordered the same chair from Baby Kingdom which arrived within a matter of days. I've lodged a complaint with NSW Fair Trading and suggest others do too! They can't keep getting away with this.
Item was good but customer service woeful
Purchased seat belt clip on line but goods not received as supposedly no street no provided according to them and goods returned to their post office. A check of initial order form shows street no and phone no. Our local p.o confirmed goods never sent. Their emails were rude, help desk does not respond straight away and we had to pay extra postage for express delivery twice to have goods sent. The postage figure advised by their office was different to that advised by their help desk. They appear not to understand how important customers are to them. No customers no business simple. Will not deal with them again. Amount of postage paid for express delivery far exceeded cost of item.
The reviewer stated that an incentive was offered for this review
Rude with poor customer service
Extremely difficult to communicate with (uses a separate website with a 'ticket' system meaning you never speak directly to anyone) and they will never admit any issues/faults on their end.
The item purchased was wrong due to the misleading information and images on their site. They refused a refund or exchange (even though the manufacturer themselves were happy to do so). Misleading/false advertising however still our fault apparently. Customer satisfaction must be low in their priorities.
Also explained I was unhappy with the quality of the i...
Please be very careful when buying from this site. Worst experience ever! Just read the other reviews to understand why.
- Online store
Absolutely Appalling Experience
Would not recommend this business.
My wife and I purchased a pram on the 15th November, the product page indicated the item would be in stock ‘early November’. Soon after purchasing, we received two different calls over two days stating the pram was not yet available and they were not expecting it to be until January (still no guarantees however). They were calling however to attempt to sell us another pram. When we said we would prefer a refund, they advised they could not help and we would need to speak with the “online team”. We lodged a ti...cket requesting this refund and were advised we would get a response after 24 hours. After hearing nothing for multiple days, we raised a PayPal dispute, only after raising this dispute did we get a response from the seller (what a surprise!). They were extremely argumentative and combative, insisting it is within their T’s and C’s that the product availability information are purely estimates. This is appalling and it was very revealing they only updated the availability estimate after we had requested our refund (changing the estimated available date and adding that it is on “backorder”). Luckily we kept screenshots to prove this. They were evidently not even keeping up to date information on their stock availability. This business continued to provide inaccurate information, advising they would refund only if we cancelled the PayPal dispute, claiming they could not issue a refund whilst it was open. I spoke with PayPal who confirmed this is not the case and they have the ability to refund when a dispute is opened. They advised if we did not cancel the PayPal dispute that they would “go through the process and the contract to purchase will stand”. Fast forward to the 3rd December, PayPal determined the dispute in our favour and we have thankfully and as expected received a full refund. We certainly regret our experience purchasing an item from ‘Bubs n Grubs’, the dated website should’ve been a clue as to the reliability and level of customer service we would receive. I encourage anyone considering purchasing from this business to do your research, read the reviews and decide for yourself if you think it is worth the risk. Don’t fall for the seemingly credible customer survey from 2017 they so proudly display currently at the top of their website declaring “96.7% of customers” as being willing to recommend them to friends and family. I haven’t received any customer satisfaction survey, but I can assure you that I would absolutely not recommend this business to anyone.
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
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
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:
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