I ordered mattress off the website. Which was advertised as 130cm long. When the mattress came, I opened up and placed it in my baby’s cot and it did not fit. It was shorter and left a gap in my baby’s cot. I notified the customer service and was advised that it was a possible manufacture defect. They will check and if that is really the case, they will then arrange an exchange for me. I asked for a refund but was advised that customised sized items are not eligible for refunds. Apparently 130cm long mattresses are customised size (this was not stated on the website and I had no idea when I made the purchase). On top of that, I was told that because the package is opened, it cannot be refunded. But how would I know the length is incorrect if I didn’t open the package in the first place? So the customer service team basically made v little effort to salvage the situation. All I got was return/exchange policies cited to me. While I have gotten the item exchanged and the mattress have served its purpose, the customer journey shopping on this website is bad and I will not shop here again. And will not recommend anyone to shop here as well
I ordered mattress off the website. Which was advertised as 130cm long. When the mattress came, I opened up and placed it in my baby’s cot and it did not fit. It was shorter and left a gap in my baby’s cot. I notified the customer service and was advised that it was a possible manufacture defect. They will check and if that is really the case, they will then arrange an exchange for me. I asked for a refund but was advised that customised sized items are not eligible for refunds. Apparently 130cm long mattresses are customised size (this was not stated on the website and I had no idea when I made the purchase). On top of that, I was told that because the package is opened, it cannot be refunded. But how would I know the length is incorrect if I didn’t open the package in the first place? So the customer service team basically made v little effort to salvage the situation. All I got was return/exchange policies cited to me. While I have gotten the item exchanged and the mattress have served its purpose, the customer journey shopping on this website is bad and I will not shop here again. And will not recommend anyone to shop here as well