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Old 14.05.2012, 10:59
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Babyjoe.ch beware!

Pasting an email I wrote to the owner this morning....

Hope this helps other users not fall for them Good prices maybe but defintiely bad handling for clients and it is not the first time

********************

Dear Mr x

we havebeen in contact in the past for problems with orders with Babyjoe and I was sadto discover things obviously have not improved.

Over 4weeks ago I placed an order where 2 items were highlighted as having a 2 weeksdelivery time. I promptly made my payment and waited…. And waited… and waited….

4 weekslater I wrote an email to know the status of my order. No reply. I phone a fewtimes. No reply, not even an answer machine.

I finallywrote to Mrs x personally since I still had her address and the reply wassimply “The things are not there shall I cancel your order?”

Myquestions to you are:

1)How canit be that you do not update your clients if their orders cannot be fulfilled?

2) How canit be that you do not even apologize to them for the discomfort caused?

3) How canit be you do not even offer solutions? (i.e. maybe we can send you what we havealready and the rest later?)

4) How canit be you have not updated your site to indicate the issues with theseproducts? You simply also let other clients order and wait and wait? Why arethe products still outlined as “2 weeks” when you do not even know when Maclarenwill deliver?


Lastly, Imade a “Bewertung” for the products (naturally a bad one) which was deleted…. Thisis so unfair and intrasparent towards all your clients that it has left mespeechless.

I wantedyou to be aware of what is going on because I still have a small hope you maywish to make things better, even though given my experience I sadly think thisis the culture and management the company wants to drive.

I hope tonow receive the remainder of my Bestellung with no further issue and a promptreimbursement of the money you owe me.



Kindregards,


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  #2  
Old 14.05.2012, 11:36
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Re: Babyjoe.ch beware!

Thats a pity for you...quite frustrating. I have used them for over 2 years for a number of products and have never had a late delivery of an order and have found them very professional(had forgotten a payment and they were very professional about it). Suppose these things can happen. Good luck
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Old 14.05.2012, 13:17
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Re: Babyjoe.ch beware!

Thank you for sharing this. I also ordered a Maclaren buggy 2 weeks ago from them. The delivery time was 2-3 weeks and I have still not heard anything despite having written an email to them on Thursday to ask for a delivery date. I am now worried I won't have my buggy for going on holiday at the beginning of June!
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Old 14.05.2012, 13:23
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Re: Babyjoe.ch beware!

Just like africansun I have found them excellent and very helpful when getting new items not previously sold in Switzerland, but then this was over 3 months ago.
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Old 14.05.2012, 13:39
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Re: Babyjoe.ch beware!

I just rang Babyjoe and the man I spoke to was very helpful. He said that they expected the buggy to be delivered to them within the next few days and that I should ring again at the end of the week for the delivery status if I hadn't heard from them in the meantime. I am now hopeful that I will have the buggy for my holiday.
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Old 14.05.2012, 14:32
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Re: Babyjoe.ch beware!

I know people have different experiences and I probably was unlucky, but no matter what, deleting the "bad" evaluations is just not on! This makes it not transparent for the clients who do not have a balanced view on how the customers feel about a certain shop

K
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Old 14.05.2012, 14:40
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Re: Babyjoe.ch beware!

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I just rang Babyjoe and the man I spoke to was very helpful. He said that they expected the buggy to be delivered to them within the next few days and that I should ring again at the end of the week for the delivery status if I hadn't heard from them in the meantime. I am now hopeful that I will have the buggy for my holiday.

I hope for you it works. My contact said they had not idea when Maclaren products (not buggy, I ordered some accesories) would be delivered....

So I would stay close to it if I were you, especially if you have a close deadline!

K
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Old 03.09.2015, 17:26
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Beware BabyJoes

We had heard BabyJoes offers really good prices on kids stuff so we placed a pretty big order with them for all of the baby essentials. The delivery came one day later which is really good.

The thing is that the baby bed was broken I discovered when I opened the packaging. We contacted them immediately to ask them to send a replacement.

Over one week later and we still havent got a replacement and even though they promise to call us back they dont. My wife is 38 weeks pregnant so we need that replacement ASAP. We are thinking to just ask for a refund and then we can get it elsewhere.

So beware if there is a problem with your order with these guys.

They tried to say that they need to resolve the issue with the manufacturer before they can send us a replacement. But why should we care. We bought it from them not the manufacturer, so they have a duty to replace it regardless of what happens with the manufacturer.

If the issue continues is there the equivalent of a small claims procedure. I know there is the Betreibungsbegehren procedure - could I use that against them or is that only for unpaid debts in the strict sense of the word?
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Old 03.09.2015, 17:31
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Re: Beware BabyJoes

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They tried to say that they need to resolve the issue with the manufacturer before they can send us a replacement. But why should we care. We bought it from them not the manufacturer, so they have a duty to replace it regardless of what happens with the manufacturer.
That's standard Swiss policy. Maddening but that's the way it is here.

Not much you can do as complaining rarely gets the results you want.

There's a saying that have here which roughly translates as:

"The Customer is always wrong".
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Old 03.09.2015, 17:41
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Re: Beware BabyJoes

It doesnt take much effort to keep the customer updated and to stick to promises made. And you cant tell me thats standard Swiss policy too. Transparency makes for happy customers.

And if it is standard policy that issues are always resolved with the manufacturer first then there is a clear gap in the market for a reseller that is willing to go that extra mile for customer service and risk having a bit of inventory on the books for these types of cases. Look at Zappos and what they achieved by putting the customer first. BabyJoe has lost what would have been a repeat customer. Plus on the Net Promoter Score they now have a detractor rather than a passive or a promotor.
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Old 03.09.2015, 17:50
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Re: Beware BabyJoes

See these FAQ on consumer rights

https://www.konsum.admin.ch/en/faq/
  #12  
Old 03.09.2015, 18:32
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Re: Beware BabyJoes

Thanks Mirfield. That was helpful. I think Tom1234 is too passive a consumer. He seems like a B2C's best friend/ ideal customer.

I read the link you gave which basically said the site AGB override it if they have AGB and then I read the BabyJoe AGB. It said damaged articles would be replaced "umgehend" and doesnt mention waiting for manufacturer.

Armed with that my wife phoned them and they have now agreed to send the replacement part immediately. As long as you stay polite complaining can speed things up. When you start threatening then things go downhill.
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