Rachael

Aug 10, 2025

Not great customer service sadly

Ordered a grey avionaut max space hbb seat which was described as new but with an opened box so slightly reduced in price. The website stated ‘free next day delivery’ which was excellent as I needed the seat fairly soon for a trip. I see since I ordered that the website has now been changed to ‘free next day delivery on MOST car seats’ it did not say this when I placed my order but glad this has been changed now to avoid other customers having the same experience I did. A day later I received an invoice for an extra £20 for shipping costs to Northern Ireland. No where on the website did it state there would be an additional charge. NI is in the UK not Ireland. I emailed back to query this and was ignored. As I hadn’t received a response I paid the additional fee as I really needed the seat quickly. I received a shipping notification the next day. After checking the tracking link a number of times it still stated my order hadn’t actually shipped. I emailed to query this a week later and received no response. I then left a comment on instagram a few days later to try and receive a response, my comment was deleted but I was sent a quite curt dm and was told emails aren’t monitored daily and that I should have used social media to contact?! I was then told that apparently my order had been shipped but that it just hadn’t been scanned by dpd and that this happens sometimes. (the order still hasn’t arrived nearly a month later so I find this a little unlikely) I was told an investigation with dpd had been opened but I could have a black car seat instead. I responded explaining I’d specifically needed grey please as black fabric gets too hot in the summer and received no response back. I had to chase for a response a week later to be offered a completely different seat than I’d ordered or pay a higher price for a different colour than black?! At this point I requested a refund to allow me to order the correct seat at a different retailer. I was then offered to preorder the seat in grey from a batch arriving in at some point in the future but declined this as I’d lost faith in this retailer due to the experience above and had ran out of time to wait for a preordered seat as it was now 3 weeks after my initial order was placed. I totally appreciate that some parcels go missing, that’s just life but it was the lack of customer service, communication or even an apology which I found very disappointing. I sadly wouldn’t recommend ordering from this retailer, particularly if you’re based in NI and I can see from other trust pilot reviews I’m sadly not the only one who’s had an experience like this.