Purebaby

I put 10 items in a cart with 9 being 20% off, when I went to actually pay I was prompted to create an account but as soon as i did the 20% off disappeared, I can't afford an extra $90, I contacted customer support but was given the run around while being sent dozens of adds for the shop, emails prompting me to finish my sale etc.

Great company – Well I’ve had a great experience with the rewards. You have to spend a bit first but amazing quarterly awards once reached. The clothes are super cute and quality is great. The one piece that stitching came undone they refunded me cos it was no longer available. I’ve also had great customer service at every store I’ve been to. One thing though… Read more

I don’t get it’s the anniversary award. Because you lose your gold/ platinum status when the quarter resets- cannot afford to spend so much every 3 months. Which means I suspect you won’t get the high anniversary voucher.

Great customer service – I bought a few items online from purebaby. I loved the items, except the growsuit had a small hole in it at a seam. I emailed purebaby and just a few minutes later they had both provided a response and a refund.

Great customer service – I purchased two items and sadly one wasn't sent due to human error on their end. When I pointed out that I hadn't received it after a week they promptly sent me the other item through express mail. I feel confident that no matter what happens I'll get my items.

They don’t tell you when you are selecting international shipping as an option that there will be duties to pay - that is hidden on their website. On top of the premium for international postage I was asked to pay duties that were more than the gift I was sending. Extremely angry. Extremely disappointed. Extremely out of pocket for what was a small gift. Never again will I be purchasing a thing from this store. Never!

I will never buy anything from purebaby store. I bought so many times in the store, but this time I bought online, and ordered something extra by error. I was told I cant cancell it even I sent email asking to cancell immediately. Thier ' live chat" is not working and essentially you can't talk to anyone. This is last time I bought anything from them. Terrible terrible customer service.

They SELL products they don’t have in stock! Purchased the play mat which apparently was sold out online and in stores, however they still process the order and then I get notified via email with a ‘refund’ will be processed. No apology for inconvenience or reason why this was refunded, I had to email. I literally only ordered some bootie’s and… Read more

nursing pads to make up the order. Now I have to wait for a refund! Don’t waste your time and energy on this store. Won’t be shopping here again.

Don't waste your money – Not worth your time. Customer service doesn't help and claims item isn't faulty when it is faulty by their alleged trained garment technician. Look forward to seeing their response here defending themselves even though all these reviews are similar. Wish I saw these before purchasing. Congratulations Purebaby on losing another customer. Be aware they won't publish honest reviews on their products either.

Terrible experience with customer service staff Katie and Allie – I’ve had a terrible experience with customer service. I ordered some clothes but never received them. I contacted customer service and was informed by Katie that there was an issue with the courier service and that I should wait for an update. I requested a refund for the missing items or a timeframe for when I might receive an update. Katie… Read more

replied that she couldn’t process a refund until she received information from the courier service and couldn’t provide a timeframe for the update. It’s been a week with no response to my follow-up emails, and my calls to customer service have gone unanswered.

Disgusting customer service and lazy staff – Purchased an order online and flagged immediately that I had used my previous address with the store. I was advised by there customer service manger that as my order had been fulfilled they could not assist. I asked her to confirm the fulfillment time as I had not received an email advising the items had made any progress. I was then told that my… Read more

items had not been dispatched and would not be for at least 2-4 business days. I was told to contact StarTrack myself to redirect and after doing so they were shocked pure baby would not help me and advised unfortunately there was nothing they could do until pure baby had created the consignment. StarTrack advised that they will be more than happy to help once the consignment was created however, it’s much easier if pure baby update their system as waiting for the consignment to be created and then changing the address will significantly delay my order. I explained this to pure baby and was again told they cannot help. I asked if they could just cancel my order as it was all too hard for them to simply update an address prior to shipping and was told they could not do this either. I made the same error with Bonds and Thea with Love who were more than happy to help me unlike pure baby.

Poor customer service.If you shop online, be ready for unfulfilled items.Definitely not worth delivering internationally – My complaint is on the appalling customer service from an online purchase where half my items were not delivered, and this was an international order. I understand that they were overwhelmed by their sale and as a result had oversold items. My complaint is the way it was handled by the customer service team. My order was for about 10 items worth… Read more

$270 including delivery. As I was committing to pay $20 for international delivery, I had to make the purchase & delivery worthwhile hence the big order. I only received half my order and when I followed up, they said they might have to refund me the balance if stock is unavailable. I explained that it would be fair to also refund or prorate the delivery fee charged. The response I got was an unapologetic response that my items were delivered as promised where stock was available (with an exclamation mark!). Firstly, them overselling is their system error, but I am being penalised for their error. I only received half my order which means that I did not receive the order I paid the delivery fee for, so that statement is incorrect. Secondly, I would not have organised an international delivery of $20 for only $120 worth of items as this adds 17% to my purchase price, and my alternative would be to get it delivered for free to an Australian address which I would have done if I had a smaller purchase. When I explained this, the team told me that their actual delivery cost for the full order is higher than $20. Now, is that my problem and are you penalizing me for your mistake? If your cost is higher, then charge a higher delivery fee and we can decide on our own whether we would want to pay for it. I committed to a $20 delivery fee, so that is the contracted delivery fee for the full order, not half. I explained all the above in an email but received a "Sorry for the confusion caused". There is no confusion. To provide resolution options, I even suggested alternative solutions such as store credit or delivery credit for a future purchase if they can't provide a refund of the delivery (Obviously this also means I will be spending way more to use the credit in the future, so it is really silly of them to dismiss this resolution). If this was a random cheap store, then expectations would have been lowered and I expect no customer service, but Purebaby sells higher priced baby items, of which we have spent hundreds at over the years. The email thread with the customer service team has been so frustrating, my experience is totally hampered and for only a mere $10-$20. Looking back at my past purchases, there has been several occurrences where the items were not able to be fulfilled, only an item or two so I had not fussed - but I would say generally when shopping online at Purebaby, be ready for a backup plan. Also, I am not sure if they have a new customer service team or they are just highly strung up at the moment, but the way they are handling customer feedback is bad and that affects the customer experience and negatively reflects the image of the company. As a regular customer, I am just so so disappointed at the responses I have received, and the lack of care in seeking a proper resolution.

Do not recommend – I ordered several pure baby pieces in all different sizes however when it came down to making a claim for items that were barely even worn and my son was only in sizes 00 + 0 for all of two months I was gas lit by staff and told they were very worn. Excuse me! Clothes worn for less than two months with a full wardrobe of baby clothes. I have… Read more

Target clothes much better quality. After spending hundreds of dollars on Purebaby the customer service is absolutely rubbish. I do not recommend. One top was worn all of 3/4 times and was ripped near to the seam due to poor quality and another suit as well. The fact they think they can say it’s well worn as an excuse for poor quality yet charge such high prices just shows they do not care about their customers

Overselling more stock than on hand. Poor online customer service – Unfortunately I had a bad experience with Purebaby online, their recent sale they over sold more units of clothing than they had which meant I didn’t get items I had selected and paid for. Most of the items they sell at pure baby come with a matching item I.e. bathers and bather hat (but you order each item separately) When I was advised one item… Read more

they over sold I asked to return the matching item I had purchased (bathers and bather hat) but was refused as it was a sale. So now I have an item with nothing to match it with. They offered me $20 to spend online as a sorry but shipping alone is $10+ (unless I spent $100 for free shipping) so realistically unless I spent a further $100, I got a couple of dollars and an item I now no longer need. After explaining this to head office and asking for at least free shipping with the $20 voucher, I got a sorry not sorry email. Really disappointed with this outcome from Purebaby.

I had also emailed them a couple weeks ago about merging accounts (points) as we didn’t know we had another account. No response whatsoever.

This company’s brand aims to stand out as a quality, sustainable and high end kids clothing store but the service isn’t matching.

Poor customer service – I emailed regarding my online order and questions about returning in store and after three email exchanges stating the same questions, still didn’t get answers to all of them. I’m not sure they fully read the queries. Also was shopping at the outlet shop in collingwood and they made a mistake with what I had ended up selecting (a staff member… Read more

helped me put aside items that I was selecting because hands were full with a baby), and I identified their mistake and they said once it’s rang up they can only do a store credit, so I ended up spending more than I intended to make up for their mistake. The tone with which they exchanged explanations was also suggesting that I had changed my mind at the very last minute (not the case)

Poor customer service with faulty garment – I purchased numerous clothes for my grandson during my daughters pregnancy. A Purebaby grow suit had a hole in the seam of the foot after just one gentle wash and one wear. When I contacted Pure baby I was referred back to where I purchased it despite it being a Purebaby product and explaining I was not sure where it was purchased. Poor quality garment and poor customer service. Show details

Why have a rewards program at all? Was entitled to $20 but unsubscribed to marketing – I was quite appalled by the online customer service manager Allie and her lack of care to help a customer. I assume many people fall into this trap by Pure Baby. I tried a few ways to subscribe back to emails after the in store attendant told me I needed to have this in order to get the voucher sent. Once I realized I wasn't successful, I reached… Read more

out to customer service who told me that it was too late and they wouldn't send me the $20 voucher I was entitled to as I didn't email them directly to resubscribe and it was apart of their T&Cs. Pure Baby could have done a few work arounds to get me this voucher but obviously don't care about the customer experience and probably don't want you to actually use the money you're entitled to. Why have a rewards program at all?

Don’t purchase if you need international shipping – They messed up their courier side and didn’t declare the shipping value on their side, (it’s their fault as confirmed by DHL courier to me in writing). As a result I got taxed an exorbitant amount by my customs. Yey they vehemently deny to take responsibility or even offer a word of apology. It would appear that if there’s any mistake Purebaby’s… Read more

stance would be to take a defensive, ‘sorry we’re not sorry’ approach. Lousy customer service, let me repeat absolute pissed poor. DO NOT BUY IF YOU ARE PURCHASING FROM OUTSIDE AUSTRALIA!!!!!

Used to be great quality, not anymore – I own a fair few Purebaby outfits from several yrs ago (up to 10 yrs as hand me down gifts) and have bought more for recent babies. Things I like about the brand: - Cute animal motifs I especially love that they include other animals not just aussie animals or safari ones. - Great range of gender neutral stuff for those with suprise babies… Read more

-Fantastic size ranges - Great NICU/super tiny baby range

Things that should be better but aren't: - The older pieces I own seem to be made with an elastaine in the fabric of the zippy suits and these newer ones do not seem to contain as much stretchy material in the mix. As a result they stretch out and become misshapen terribly (especially bad stretching around the necks and in the widths of the pieces), - The fabrics don't bounce back after a wash and are bascially the same quality as big w or kmart. Its disappointing because my older purebaby stuff is still in great condition despite having done several babies. - The prices are far far too high for such low quality pieces. - They aren't as soft as they used to be either. After a few washes, some pieces became quite rough and scratchy, so much so that I stopped using them.

I don't think I will be buying this brand again, certainly not their newer stuff. Its just not worth the hefty price tag when its too stretched out and misshapen after 1 wash (on gentle, in a front loader machine)