Babyplanetonline Avis 

Ordered the Venicci Upline 2 on Xmas day as part of a sale - website stated ‘approx 7-10 working day delivery’. On the 9th working day I emailed to ask for an order update and whilst no response was received, I received the order the following week anyway. Item is flawless, I would use this site again. Tend to find people only leave reviews when they have something to complain about, the good reviews are important too.

Wouldn’t recommend! No updates on tracking for several weeks and communication is rubbish. Should have ordered elsewhere! I just want my item that I’ve paid for!!!!

I had a really disappointing experience with Baby Planet. The service was poor, communication was lacking, and overall the experience felt very stressful rather than supportive — which is the last thing you need when shopping for baby items.

Information wasn’t clear, responses were slow, and when issues came up, they weren’t handled professionally or with care. As a customer, I didn’t feel valued or reassured at all.

For a company that caters to parents and babies, I expected much better standards of customer service and reliability. Unfortunately, my experience has put me off using Baby Planet again, and I wouldn’t recommend it based on what I went through.

I purchased a Stoke Trip Trapp high chair for my grandaughter on the 6th Dec 25, and this was due to be delivered before Xmas. During Xmas I got in touch to confirm the delivery as I’d not had any communication, I was told my chair had been sent to another customer and they’d be in touch to confirm a new date for delivery. This never happened and once we resumed business in the new year again I called to ask where the goods were, I was informed I’d have it by the end of that week, this passed by and the same story the second week occurred.
I again called the beginning of this week 12 Jan and spoke to Chenai who told me I would have the goods by the end of the week and a confirmation email would be sent to confirm delivery. This never happened again so I called to ask what’s happening and told there had been a delivery to the warehouse and Chenai would be in touch to let me know what’s happening. I had one email saying she’d be emailing the next day with more info. At this point I’ve had enough and today called to ask for my money back, I’ve had an email stating this will happen in the coming days.
This has left me appalled at customer care and service I wait for the return of my money, I’ve now reordered another chair via Stokke the maker of the equipment.

The company’s behavior is outrageous. I placed an order and then received absolutely no contact from the seller regarding the order. I tried reaching them through multiple email addresses, Facebook, and even by phone, with no response at all.
After some time, they finally replied, apologizing and stating that they would of course cancel the order if I wished. To this day, I have not received any confirmation of the cancellation.
I continue to contact them via email and Facebook, but no one responds. Meanwhile, the payment in the Klarna system is still marked as pending.

Ordered a Bugaboo Donkey 5 in November for baby due end of December. Fair amount of the order was missing including sun canopy fabrics and footmuffs and some other accessories.

It’s now mid January and school runs for big kids are being done on foot (due to section) with no footmuff for toddler in freezing temperatures. No choice really but to purchase another footmuff as no replacements received and customer service is pretty unbothered about it - asking me for photographs of parcels or to check with my neighbours for parcels they would have received two months ago, blaming the courier, asking for days to check with their own warehouse - just hoping I will give up and go away I think!

Really unnecessary expense and time wasting for a large family after Christmas with a new arrival! Unacceptable urgency levels considering the nature of the products they retail. Will be looking to consumer rights with trading standards.

UPDATE: Baby planet assured me they had contacted buggy retailer - i chased the original retailer and they have had NO communication from baby planet at all, meaning I was lied to by baby planet.

Bought a travel system from them in September 2025. It is now the middle of January, with less than 9 weeks until my delivery date.

When I rang, I was casually told, “Oh, it didn’t get passed to the warehouse,” and that I would have a delivery confirmation date within 2 days.

One week later, nothing. I rang back and was then told they would need to contact the buggy company to see what had happened with my order, even though the person the week before told me my order never made it to the warehouse.

If you have a warehouse full of stock, why do you now need to look into it with the company supplying the buggy? Beats me.

I was promised a phone call with a solution today, but instead was fobbed off with another email saying they’ve contacted the buggy company and will see if they can “look into” it.

With less than 9 weeks to go until I am due to give birth, I don’t have the time or energy to constantly chase this company for my order.

If I hadn’t got in touch, I wouldn’t have even found out that my order on their system was blank.

Looking at the reviews, it seems a few people have had the same issue when purchasing at the baby show.

I hope this review does not affect any continued customer service I may need from them, and that my order is sent out as soon as possible. Otherwise, I will have to organise another order with a different company, adding to my stress and even more money spent.

Such a shame, as the discounts at the baby show were amazing, but I would avoid ordering any large purchases from the show as they seem to have too many system issues.

Ordered a Joolz aer travel system, half was delivered, and car seat was delivered 5 weeks later, despite constantly being told it would be a few days. Car seat base was then not sent out and was double sent a car seat which had to be sent back, eventually got the car seat base, but was then sent adapters (that I had waited 6 weeks to be delivered due to a warehouse issue) and they were not compatible with the travel system I ordered so I am having to now contact AGAIN to get these collected and the correct ones sent out. What is the chances this will also be sent another wrong product? ABSOLUTE DISGRACEFUL company and would NEVER use again and recommend not to use unless you want wrong products sent and late deliveries.

We ordered a pram travel system and next-to-me crib from Baby Planet at a baby show in September, where we were advised of a 3–6 week delivery timeframe. We are now in January, and the order is still incomplete.

Communication throughout has been poor and largely reactive. We repeatedly had to chase for updates and were given multiple indicative delivery times that were later missed. Eventually, only part of our order (the car seat and isofix base) was delivered on 23 December, after being told the full travel system was ready. We were later informed by phone that the remaining items were not delivered due to a damaged supplier shipment.

We have since been advised that Maxi-Cosi has no stock and that further delays are likely, with no confirmed delivery date. Despite polite apologies, we have not been given reliable or proactive updates, which has been stressful given this is essential baby equipment and we are working to a pregnancy-related deadline.

While staff have been courteous when contacted, the overall experience has been disappointing due to prolonged delays, missed timeframes, and a lack of clear communication. I would advise others to be cautious and ensure delivery expectations are confirmed in writing before ordering.

Ordered a baby bath on 29 Nov. Website promised delivery latest 15 Dec. Item never arrived.

I had to constantly chase them for updates, was left waiting a long time every time I called, and received no proactive communication at all. When I finally dealt with management, they were rude, dismissive, and offered no solution, only excuses. I was repeatedly promised delivery by 7 Jan, then told on that day it wouldn’t arrive until March.

After weeks of calls and waiting, they would only issue a basic refund. This left us with no baby bath after our baby was already born.

Misleading delivery promises, unprofessional management, and appalling customer service. Avoid—especially for essential baby items.

We bought an expensive Joolz pram, carrycot and accessories from babyplanet which broke after only 2 months of use, to the extent it is unsafe to use. We promptly contacted babyplanet to organise a repair or replacement. They were unhelpful with solutions, and very slow to respond to emails. They still haven’t called us despite saying no they would. It’s taken over 3 weeks and there is still no refund or a replacement which left me immobile with a newborn baby. I’m really disappointed.

I ordered a travel system on Saturday. Received order confirmation via email and told it would be delivered within 3 working days.
Item arrived today (Tuesday) in perfect condition.
Can't fault them at all and will happily order again.

Ordered a mattress for my next to me crib (the iora air by maxi Cosi).
Not only did they send me out the wrong one (they sent me a snuzpod mattress which is completely the wrong size and therefore dangerous if I was to use it), but when this mattress arrive it had been shoved in a box folding it in half - as per the lullaby trust safe sleep guide mattresses MUST be completely flat to try and prevent SIDS. This company obviously doesn’t give a damn about baby safety.

Ordered a Silver Cross travel system at the Stoneleigh baby and toddler show for a great price. After placing my order, I only then checked the reviews which had me very nervous as to what I had got myself into. But I want to reassure anyone else who purchases through this company (at least through the baby and toddler shows) that I received all of my order in the time frame that was given on the day of purchase. The only reason I dropped a star was there wasn't much communication from customer services but when I did need to contact them, they responded within 24 hours and I found them to be helpful and professional.
Very happy with everything that I received.

fast shipping just before christmas and item as described!

AVOID AT ALL COST . They absolutely messed me about (online department) I spoke to a girl about 5 times on 5 different occasions who was just extremely unprofessional and was telling lies about my order saying I would receive it and never did . She lied about my refund process over the phone which I still haven’t received. Not once has she showed any compassion when I’ve explained the cot I’ve ordered is for my newborn baby . It’s actually embarrassing! I don’t know if she works from home or what but she sounds like she’s taking calls from her bed not very enthusiastic and willing to get it solved just trying to say anything to get me off the phone and shut me up . Also they do not respond to emails and the email they tell you to contact them on isn’t the email they respond on which I also find ODD . If you want to avoid stress avoid them !

Absolutely shocking experience with BabyPlanet and a complete lack of ownership from start to finish. I was repeatedly given wrong and misleading information, promised replacement orders that were never properly placed, and never provided with any tracking or order references. A key item from a baby bundle went missing, and instead of fixing their mistake, I was forced to constantly chase by phone and email, wasting an unacceptable amount of time. Customer service was poor, defensive, and inconsistent, with no one willing to take responsibility. After weeks of delays and stress so close to my due date, I was offered a refund that was lower than the item's price because it was initially part of a bundle.

Would avoid this company at all cost.

Claim to have items in stock when they don’t.

Claim to have a price match promise which they don’t.

Then when items arrive late/damaged they refuse the return without you paying £25 per box for the courier to collect (in my case would have been £75 as they sent the order in 3 boxes)

Other companies are a lot cheaper and have much better service.

Think this companies Facebook reviews say enough.

Like a few others I see, I purchased at the baby show & was told on the day it would be a couple of weeks for items to ship out & I would receive a delivery confirmation. As I hadn't received anything after 10 days I asked if they had an estimated dispatch date & was told 3-6 weeks. Over 6 weeks later I still haven't had any confirmation & when I followed up the response from customer service was 'We'll let you know when we have an update' - still haven't received the items.

Item not delivered

Purchased a premium pushchair (£300+).
Read TrustPilot reviews after the fact and emailed them saying, if you're not able to fulfil this order let me know now as we are going on holiday and I need it to arrive in the 7 working days you're advertising on your website.
They emailed back insisting that the order will arrive. On the 7th working day they told me that they don't have the item in stock and offered the item in a different colour.
Now I'm scrambling to get a travel pushchair before out trip in two days.
Disorganised and dishonest. Surely, surely they should have known what they have in stock when I ordered it and when I subsequently explained how important it is that it arrives on time.
Still waiting for a refund....