Don’t buy items as gifts from here
Well our first experience wasn’t very good one to be honest - luckily we’ve had this experience before we’ve spent major money with the company as we did intend buying a lot of baby clothes from here but defo won’t be buying a single thing now.
I’ve had a situation whereby for my baby shower Ive put 2 items on the gift list from M&R, both items were bought for me however I stupidly put newborn as when I first did the gift list I didn’t know my baby’s expected weight. Now being 34 weeks i know my baby is going to be a little chunky monkey and very long so newborn clothes won’t fit him or may do but only for a week or so. I’ve emailed customer care with a picture of the 2 items and basically asked if I could swap the items for the 3-6 months then at least my baby will get some wear out of them. I know the names of the people who bought them for me and have provided that but I don’t want to ask for the order numbers as it’s rude considering they have basically bought what I asked them to.
I’ve basically been told the store doesn’t accept exchanges (Weird) they only do store credit, I literally want the next size up what’s so difficult about swapping them when the tags are still on and they are still in the original packaging !? Also they need the order numbers as proof of where they were purchased from. Well 1st of all I put the website as Millie and Ralph with a link to it so quite clearly it’s going to be you guys and if you search your system for the names given it would come up. I even sent you the pictures of the items ….
Now I can’t be bothered in the slightest with the hassle so I’ve 2 items of clothing that I’m stuck with that won’t fit my baby when he’s here
My point to this review is DONT BUY GIFTS FROM HERE! Customer care isn’t very helpful at all
I’ve just taken a few other items back to other shops for the same reason and changed them no problems at all. These were the last 2 items but now we are stuck with them
Reply from Millie & Ralph
Hi Jo,
Thank you for taking the time to leave us a review of our family business however I must say that I am saddened and disappointed to read your review especially when you haven't shopped with us yourself! We'd just like to address a couple of points from your review as you didn't reply to our email with the offer of a credit.
Firstly, I can assure that it isn't "weird" that we don't offer exchanges, we are an online retailer only and this is common across many online retailers. The reason being that it isn't financially viable for us to cover the cost of postage for these to be returned and postage to resend out new sizes with the small margins per item. We would be operating at a loss on these orders, so it's not that it's difficult, its just not cost effective and also there is no guarantee that the size you wish to swap for will be in stock when the original items are returned.
With regards to providing us with a names of the people that ordered these for, we ship internationally to many customers and unfortunately many of these have the same name, with neither of the 2 names given being particularly unique so i'm sorry that we are unable to locate orders by name but this is why each order has a unique order number or we can locate orders by email addresses. I'm sure your friends would not have been offended by the fact that you have since found out you are expecting a larger baby and wanted to swap these items.
The 2 items that you sent photos of are both by the brand Dandelion, which is sold by many retailers worldwide and is not exclusive to ourselves so this is why we asked for proof of purchase.
You state that you put our website on your baby shower gift list so "it is quite clear it is going to be you guys", however we have no way of seeing this or confirming this!
It is very disappointing to see that you said you have made the effort to return other gifts to shops yet when asked to provide us with an order number, this is a hassle...that doesn't make sense to us, when you would rather go out of your way to try and damage the reputation of our company with this review than resolve the situation. It is common practice to provide proof of purchase when returning any items to either a physical store or online retailer, we are not unique in asking for this.
I hope you understand our response above was required to clarify a few points made in your review and hope that you will consider the affect your reviews can have on a small companies reputation, especially when we have been more than helpful in responding to your request to change the items. Looking at your review history of over 25 negative 1 star reviews it appears we are not the only company to experience this.
If you are able to respond to our email back to you with the order numbers or proof of purchase we'd still be happy to assist in returning and crediting these for you.
Kind Regards
Ben
Millie & Ralph
