Pram buying

Jamz

I'm quite dismayed with lilimay.com

28th December - Ordered a Silver Cross 3d pushchair from them - Which according to their website is in stock, they take payment straight away!

29th December - Receive an email stating that the item is out of stock and they will have to order it from the supplier.

30th December - I phone them to ask how long this will take as my wife could give birth at anytime, only to be told that they can't even order it till the 5th JANUARY!


So they have £265 of my money, I ask for an immediate refund so I can source the pushchair elsewhere only to be told that it could take up to 28 DAYS to get my money back, it's ridiculous.



I would avoid this company at ALL COSTS! I've not got to lend the money to get the pushchair elsewhere so I've something to carry my newborn in.

CHR15

I can understand your frustration at the stock not showing correctly (how many pushchairs were in stock when you ordered?)
Have you REALLY left it until a couple of days before the baby is due to think about ordering a pushchair??

EDIT: Just had a quick look at their website. The stock levels aren't shown but from the Shipping info......

Goods are sent by Royal Mail, Priority Airmail or DPD with pushchairs and some other items enjoying free shipping (to the UK mainland only).
Provided your item is in stock we will normally dispatch your order within 2 business days, please allow 15 working days before contacting us. Should your item not be in stock we will inform you by email and place on back-order - if on backorder please allow between 10 to 28 days for delivery.

.


If the website is anything to go by, they appear a decent bunch of Staff. http://www.lilimay.com/about.php.

Jamz

CHR15 wrote: »

Have you REALLY left it until a couple of days before the baby is due to think about ordering a pushchair??

My wife had 5 weeks left but in reality it could come at any time.

I've only left it so late as I was trying to be MSE and get it cheaper in the sales.

CHR15

Good luck with it, I hope it arrives soon

Jamz

CHR15 wrote: »

Good luck with it, I hope it arrives soon

Thanks, I just hope it comes on it's due date, 7th of Feb

Klyve

As a partner in LiliMay I would like to address your criticisms.

We are very competitive with our prices for Silver Cross and because of this we sell a high number and can go out of stock with some pushchairs in certain colours. Due to the variances in sales patterns we cannot be in stock of everything all of the time - this week 20 in stock and 2 orders, next week 18 in stock and 25 orders.

Your order was placed in the middle of the Xmas and New Year holidays and the very next day we let you know it would need to be ordered in from Silver Cross. Because of the holidays they are closed until the 5th of January and there isn't anything we are able to do to change this.

When you asked for a refund we let you know that it would be carried out in the next batch and it *may* take up to 28 days to get to your bank account - this is a banking issue and we make sure all of our customers are aware of its possibility. As for interest, our business accounts don't provide this.
Please be assured that as soon as our FD is back from her Xmas holiday your refund will be processed immediately.

The team at LiliMay take great pride in their work and endeavour to ensure everyone is helped to the best of their abilities, even go so far as to drive to a customer at their own cost and in their own time to make sure a mum and baby has what they need. This is generally because of a lack of forward planning on their part but the end result is the same, a happy customer.

We are a small business with 15 staff and, certainly in this retail climate, it is increasingly difficult to remain competitive so our unique selling point is our customer service. I, and a huge amount of our customers, believe we offer an excellent level of service and if we can be of any assistance with other MSE members we would be only too happy to help and prove this.

Thank you

Klyve Dawson

foxxymynx

So you're moaning that it will take about 7 working days to come?

milliemonster

foxxymynx wrote: »

So you're moaning that it will take about 7 working days to come?

If you read his post correctly it says they cannot ORDER it until 5th Jan, not that it will arrive then

up to 28 days for a refund is appalling, this is not a banking issue, a refund can be issued immediately and be in your account within 2-3 working days, not 28 days, that's ridiculous, they could even send you a cheque first class and it would be quicker!

foxxymynx

milliemonster wrote: »

If you read his post correctly it says they cannot ORDER it until 5th Jan, not that it will arrive then

up to 28 days for a refund is appalling, this is not a banking issue, a refund can be issued immediately and be in your account within 2-3 working days, not 28 days, that's ridiculous, they could even send you a cheque first class and it would be quicker!

If you knew what a working day was, you'd understand the post :rolleyes:

5 working days til they can reorder, likely to be 2 more for delivery

5 + 2 = 7

Working days are classed as Monday-Friday, excluding Bank holidays. :rolleyes:

Jamz

foxxymynx wrote: »

If you knew what a working day was, you'd understand the post :rolleyes:

5 working days til they can reorder, likely to be 2 more for delivery

5 + 2 = 7

Working days are classed as Monday-Friday, excluding Bank holidays. :rolleyes:

plus then the time for them to deliver it to me.. and no I couldn't wait this long, I could however wait the 2 working days specified on their website.

Jamz

Klyve wrote: »

As a partner in LiliMay I would like to address your criticisms.

We are very competitive with our prices for Silver Cross and because of this we sell a high number and can go out of stock with some pushchairs in certain colours. Due to the variances in sales patterns we cannot be in stock of everything all of the time - this week 20 in stock and 2 orders, next week 18 in stock and 25 orders.

Then don't take payment till you know the item is in stock!

Klyve wrote:

Your order was placed in the middle of the Xmas and New Year holidays and the very next day we let you know it would need to be ordered in from Silver Cross. Because of the holidays they are closed until the 5th of January and there isn't anything we are able to do to change this.

Yes you told me that it needed ordering from the supplier via email but you failed to tell me the date you could order is was the 5th of January, I found this out when I called you to check how long this would take.

Klyve wrote:

When you asked for a refund we let you know that it would be carried out in the next batch and it *may* take up to 28 days to get to your bank account - this is a banking issue and we make sure all of our customers are aware of its possibility. As for interest, our business accounts don't provide this.
Please be assured that as soon as our FD is back from her Xmas holiday your refund will be processed immediately.

What the hell, despite me sending you an email 4 days ago you've not even actioned my refund, I think I'll be getting onto my card issuer this is awful!

Klyve wrote:

The team at LiliMay take great pride in their work and endeavour to ensure everyone is helped to the best of their abilities, even go so far as to drive to a customer at their own cost and in their own time to make sure a mum and baby has what they need. This is generally because of a lack of forward planning on their part but the end result is the same, a happy customer.

We are a small business with 15 staff and, certainly in this retail climate, it is increasingly difficult to remain competitive so our unique selling point is our customer service. I, and a huge amount of our customers, believe we offer an excellent level of service and if we can be of any assistance with other MSE members we would be only too happy to help and prove this.

Thank you

Klyve Dawson

Well this Mse member will not be ordering from you again and I definitely will NOT be recommending you to anyone!