Bencerandhazelnut Reviews 559

I ordered and next minute it was being packed and sent.
All of Bencer and Hazelnuts products are top quality. I love them all

Absolutely love the quality of Bencer & Hazelnut. The fabrics are so soft and durable. Colours always stay as they are new.
I have purchased so many items for my little boy and none have disappointed.

Ordered a set of Christmas pyjamas, they were exceptionally comfortable and of excellent quality.

Absolutely disgusting service and no interest in fixing their mistakes! I had to wait over 5 months for my order with multiple back and forth emails and zero compensation. So disappointing!

Literally worst customer service experience of my life.

Christmas pre-orders were supposed to arrive in October, I was told numerous times via email or social media updates that the orders had been packed and shipped etc.

The order was packed on the 31/10/24 but wasn’t actually collected by Australia post until the 19/10/2024 and Arrived to me on the 21/10/2024. Which is pretty unfortunate for Christmas clothing as it did not arrive in time for several Christmas events.

When my order did arrive it had an incorrect item in it, I understand that errors happen and I simply wanted the issue rectified.

I first contacted B&H on 21/11/24. My emails always went unanswered unless I sent up a follow up email requesting a reply, the replies from the customer service team and the owner were snarky and defensive.

I also left several comments on social media posts requesting that I be contacted and my comments had been removed by the owner, I also note that comments are turned off for many of their social media and if I did see someone complaining on their socials the comments were often removed shortly after.

I asked on 5 seperate occasions for a tracking number for the incorrect item that had been “sent” out and still to this day 1/1/2025 have not received the tracking for the item

I was also told on 23/12/2024 that I would receive a refund for the incorrect item and at this time I have still not received it

Whilst I understand that B&H are a small business this should be an excuse for poor business practices.

The clothing itself it lovely and of reasonable quality but it’s honestly not worth the headache.

I will preface by saying the clothes design and quality is beautiful so if you don't mind waiting and don't have any issues then it would be a good trade off for the quality.

I attempted contact on Facebook, email x 3 (2 different email addresses) and instagram multiple times with no replies. It took exactly one month for my order to ship. At the 25 day mark I was emailed and told that 6 of my items were sold without having the stock available so was offered a refund or size exchange (when in reality I had ordered multiple different sizes initially so I feel minimal sizes were available). My order arrived and only contained 10% of my order (after the other items were refunded) with no communication about the rest of the items. I had to contact again at which time the remaining items were sent.

When I placed the order I scoured the website for any information about shipping time frames but couldnt find anything, not even in the terms and conditions. If I knew turnaround was 4 weeks I would have planned accordingly, but I think like most you just assume a company that doesn't do drop shipping or make the items to order would be max 1-2 weeks packaging time even with the busy time of year. I did try to get this information by sending an email but it wasn't responded to, nor was there any advertisement on any social media.

Finally I noticed that negative comments are continually deleted. I knew this because I kept visiting social media to check if anyone was also having the same issues. I would see the comments come and then promptly be deleted but other comments would remain. This coupled with the lack of transparency and communication really made me rethink future purchases.

Still waiting on Black Friday orders to ship last week, even though told by customer service that it would be shipped the previous week. They then come back and say that some items are out of stock, and if I was okay to get Christmas items after Christmas.
They may create beautiful clothes, but this company misleads customers with incorrect communication and cannot implement and execute plans to successfully manage holiday/ sale order fluctuations. It should be simple, if you can’t successfully manage it, have less inventory or opt out of sales, every other company had orders out within the week for Black Friday. It’s similar to the white fox saga last year.

Response- to retailer- stated in a generic email to customers on 13th December- 100 orders left to go which will be shipped Monday. This was untrue information as Tuesday night I was informed items were out of stock- so there was no way the order was even packed. Lying to your customers is bad business practice, I suggest you review your processes/ staffing for next year, as it is poor service no matter your business size.

This business creates beautiful products and for the most part are lovely quality, but I can’t wholeheartedly recommend them based on complete unreliability of shipping and communications. For the third year I have ordered Christmas items in the September/October preorder and for the third year, these items aren’t arriving in time for their intended December events. Social media says everything is shipped and it isn’t - given this continues to happen, I refuse to believe it’s an error or an Australia Post issue. Customers just want honestly. Furthermore, this year I ordered coordinated outfits for my children and 5 weeks after the preorder was placed I am told one item is no longer available so now one child misses out. A disappointing result.

Customer service is unresponsive.
Constant sales, constant posting on social media, but failing to respond to emails about half a missing order (of which all items were supposed to be worn together by different members of the family).

Every time I email there's a different auto-reply. First it was 'we aim to reply in 24 hrs' then it was 'we'll reply on 27th Nov' now it's 'we'll get to it when we can'.

No wonder you need constant sales - I was very brand loyal. Not anymore - how about you focus on keeping the customers you have.

I'm off to complete a chargeback - I recommend everyone continues to read the reviews - they used to be all good, now a very rapid decline - usually what happens to a business right before they fold.

Peace out - there are other local brands out there that actually care about customer service - I'll take my money there.

After a mix up with items not coming in the same package and one not arriving in time for our Christmas photos. I reached out to the owner of the business and she couldn’t have been more helpful! She went out of her way to find the dress I needed to complete our family Christmas photos and could not have been more helpful! Going online to place another order as we speak the quality is amazing and having a real person to talk to even after freaking out was the best customer service I have received in a long time! Xx

Takes money for preorders well ahead with a note they will ship in October. When I messaged on November 8th to ask if my order would arrive on time for our Christmas photos there was no ownership or accountability taken for the delay and I was told it was 'on the way'. It was not posted until 13 days later. No response to my last email and there are a lot of people commenting on social media commenting that they are in the same boat only to have their comments deleted.

Update: Thank you for the reply. Unfortunately my order still hasn't arrived. Two of the comments on social media that were deleted were mine. I did not delete them so the statement that people must have deleted their own comments seems odd.

Incredibly disappointed with the service of Bencer and Hazelnut. During the time of placing my order on the 20th of October, I read that there was a 10 business day wait. It’s now been 23 business days since placing my order, and my order still hasn’t been shipped to me. I prepared myself in advance as these items were needed for a baby shower and the customer service has been absolutely terrible. I’ve been advising them to cancel my order if it can’t get to me in time, and they’re not responding to my emails since Monday. The delivery times keep getting delayed - none of my items were a preorder, such an absolute joke. I’ll never be ordering from this company again.

Update: Order was never cancelled and dropped off to the post office a month later. Their “wait times” are incorrect, you’ll be waiting 3 times longer than what is “stated”. Disappointed that now I’m going to be left with products I won’t need anymore.

Always love ordering from Bencer & Hazelnut! They have the most beautiful quality clothing, and I’m going to be so sad when my son finally outgrows the largest zippy size in Ken!

I ordered some items on preorder in June. I didnt receive all items. One item was refunded. One item is still outstanding. After multiple emails, I’m continuing to be ignored and have not received the item or had a refund. Quality of items is good but customer service is poor and disappointing.

I ordered 5 items and waited a month for 2 to come as some were pre order, but I waited over 3 months for the remaining 3 items. When I emailed asking for a refund I was told that there was nothing still remaining to be shipped and only after that message did I receive an email confirmation for my order of the remaining 3 items and shipping instructions. So not only did I wait over 3 months, but when I asked for the refund I was lied to and then sent my order so that if I did want to send it back I then have to go to more effort to return, change sizes or push for a refund. Pretty poor in my opinion, which is a shame because I used to love your products.

Disappointed as a first time customer of Bencer and Hazelnut. My order comprised two mugs; one arrived smashed into tiny pieces. Have emailed multiple times and sent a message on Instagram to arrange a refund but to no avail. Do not order from B&H; they are lacking in basic customer service capability. Almost feels a bit scammy…their auto email response says that many emails go “missing”. Seems unlikely to me and I’ll be pursuing reimbursement from my bank.

Terrible quality. I placed a large order and am very disappointed. The onesie grow suits and bunny rugs are made out of a very thick non breathing fabric. I picked my baby up and she was sweaty. I also bought a few swimsuits. They are extremely cheap feeling. The fabric isn’t durable or quality; it’s paper thin. I don’t know how you could get this so wrong except that these are aesthetic looking products made extremely badly.
I will not be using any of the items I bought. I’ve put them all in the donation big incase someone else finds a use for them. If I’m going to spend $40 on a baby item I’ll be checking the fabric is cotton and reading online reviews. Wish I had just stuck to bonds onesies.