Tommee Tippee The Original Grobag Snuggle

Poor customer service with faulty item – As a soon to be FTM I really wanted to like this product and company. Unfortunately the Grobag snuggle 2.5 tog (0-4months) I purchased online from the Tommee Tippee website arrived with a hard foreign object sewn inside the fabric layers (a sharp rock maybe?). Upon emailing Tommee Tippee customer support requesting a replacement item, I was asked… Read more

to send photographs as evidence, which I did. I was then politely directed to their returns and refunds link and advised to get a refund (presuming they were out of stock for a replacement as requested) and assured that this was not to their usual standard. The customer service rep was validating, apologetic and understanding and I cannot fault him. However, I am disappointed in the company's return policy, where I am expected to pay the return postage (about a third to half the cost of the original item being refunded). Particularly given it is not a change of mind but a manufacturer fault (proven with photographs and item still new with all tags attached). As someone who is heavily pregnant with limited mobility (hence online shopping) it is bad enough to be inconvenienced having to find the time and means to get to an Australia post store, but to also be at a financial loss to cover the return postage is unacceptable. Any reputable buisness should send out a Paid return postage bag, when faulty items are delivered. I have emailed them requesting a return paid postage bag, but have since been ignored. I expected better service from such a large company and will not be shopping with them again. Ergo and Love to dream can have my future purchases, they at least haven't had hard and sharp foreign objects embedded inside them.