Complaint Rating:

Company information:
Kiddicare.com
Warwickshire, England
United Kingdom
www.kiddicare.com

My partner placed an order on Thursday pm 10/04/08. Mistakenly the billing address was set up also as delivery address. He could not change it. Contacted both numbers given at 8.30 am and 8.35am on 11/04/08 next morning. These were for Interlink (the dispatch company) who said that as order had not yet been dispatched and there was no consignment number, I should be speaking to the company - but they couldn't give me any contact numbers. Checked kiddicare website again - no customer service numbers or helpdesk number - very unusual in my experience of on-line shopping. You have to follow through a long list of FAQs to find something that matches. Our order number could also not be tracked. No FAQ helped - I eventually opened a page where I could send my question- which I did at 8.50am. I said that I had mistakenly used the billing address as the delivery address also and would like some response in order to change it.

At 12.32pm - I got an e-mail response confirming'(?) that I had used the same address for billing and delivery. I e-mailed back asking for contact as that was what I wished to change - i.e. delivery address. In waiting for a response, I found a FAQ that suggested a process to follow to change delivery address - for £10.00, which I chose not to do.

At 1.05pm, an e-mail response came, saying that the order had been dispatched to the (billing/ delivery) address and that any change of detail now could be put to the courier - for a charge of £19.00!!

I refuse to do that and would like this company investigated; this set up is dreadful for customers; in my online shopping experience, any immediate amendments to an order have always been addressed and resolved by customer services immediately - or first thing next day before orders are dispatched.

On line FAQs that let customers trawl through endless irrelevant questions, lack of timely e-mail responses and no company contact numbers belong to companies that have no right to be selling on the internet. Also customers having to pay out due to their sloppy services is surely a con?

I suggest that you make contact with them or purchase as a customer with a view to changing your order before dispatch and assess your buying experience.

Donna Naylor.

All correspondence with them was conducted through my partner's e-mail, Nigel Keasey.