This website sells items for children …
This website sells items for children with additional needs, including autism. We read reviews on their ear defenders from a well known online retailer, and found several faults had occurred. Thinking this retailer may have a seller with faulty ear defenders we decided to order direct instead, from edz kidz online. The parcel arrived in good time and we were hopeful. Then, on putting a pair of the ear defenders on our young child, a loud bang came from the headband as the plastic snapped cleanly at the join. I hope you can appreciate the distress this caused our children with sensory processing difficulties. Obviously we contacted customer services. Two phone numbers are provided- no answer at either, the line kept ringing out at both. We emailed them requesting a call back. Then we filled out their online returns form to arrange a return- you have to tick that you have read their terms and conditions, but you cannot read them as 'file not found' is displayed, and this bounces you back to an empty returns form. Then we found an online chat- the person, Steve, was less than empathetic with our situation, stating they had recalled all faulty headsets (obviously not as we had just had a pair delivered here and are concerned about the second pair on the same order). When I requested a replacement pair the next day he would not send them next day delivery, only first class, at 3.15pm. We are very unhappy with the customer service and disappointed with the faulty product.