Poor customer service
I ordered a changing mat from Bobbin and Bumble. Unfortunately, the colour faded within a week of having my newborn home.
I contacted the team for support and they said that the Milton spray (designed for babies) I had used had caused the problem and should only use soapy water. The product should be able to withstand being disinfected as it is a changing mat and should tolerate gentle products like Milton.
They did not offer to replace the item despite it lasting less than a week or any refund. I was really disappointed with the customer service especially as the product would have cost less than £20 for them to manufacture but was a lot of money for a new mum.
Sadly, I won’t be purchasing from them again.
Reply from Bobbin and Bumble
Hi Heather,
Thank you for your review. I’m sorry to hear you were disappointed with your experience.
As mentioned in my email, our changing mats are designed to be cleaned with warm, soapy water only. This care guidance is clearly stated on our website and on the packaging included with each mat. Unfortunately, sterilising sprays — including Milton — can affect the finish of the material, which is why we advise against their use.
Our mats are handmade in the UK using non-toxic inks (this is not a legal UK requirement) and materials chosen with babies in mind, so they are more delicate. To preserve the quality and finish, it’s important that the recommended care instructions are followed.
As a small UK handmade business, we always aim to provide clear product information and to be fair and consistent in applying our policies. Where care instructions haven’t been followed, we’re unable to offer a replacement or refund.
Many thanks,
Emma
