Babyplanetonline Avis 

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....

Not impressed with any part of the service.

I made orders via the Kensington Olympia baby show. We were told that a representative from baby planet would call us to arrange delivery. This never happened and it required me to call multiple times to find out what was going on and to organise delivery. No one told us that the product had reached them and was ready for shipment.
When the order came, the stroller that was ordered came to us in the wrong colour. I emailed baby planet who then said that the stroller that I had ordered didn’t come in the colour we wanted. We were told differently at the baby show by the person who took the order.

We are still also awaiting a crib. There has been no correspondence about this except when I have called in to find out the status of the order. When asked about this, the baby planet representative told us that we were informed about the lead time at the point of order. We were not told anything beyond the price and how to pay.

I will not recommend the baby expo or Baby Planet to any of my friends. Yes, there were some savings on the stroller via the expo but after costing in things like travel to the expo etc the savings were actually minimal and if I was to start again – I’d probably just go directly to the brands themselves to buy the products.

Really helpful and informative of the numerous different products available. Especially friendly as well!

Awful company. I ordered a travel system over a month ago and have a whole box missing full of accessory items including footmuff and car seat adaptors which are so important for December baby. Im due any day now and have to spend hours on the phone whilst being put on hold, the same girl on the phone seems so disinterested and honestly just bored. Im so frustrated, I wish I purchased elsewhere. Youd think paying almost 2 grand for something will get you the full order. I have to be the one chasing them up, every time they promise to call back, they dont. Will never purchase again.

We ordered a full pram and accessory set back in Sept and at placement of order, we informed them that the baby was due mid-end November. This was in person at the baby show. They didn't say that was an issue or anything and sent an email confirming the order.

Weeks went by and nothing. We kept emailing/calling and whilst customer service are lovely, all we ever get is let's see what warehouse is receiving this week. Basically, either they're lying or have no idea no stock they have/are receiving.

Because we told them the mother was being induced, they finally sent a car seat/base (which apparently magically was delivered that week) but not the rest. We still kept emailing especially once the baby was born in late November. We received the rest 2 weeks later on 3/12/25.

They take your money with no knowledge of stock etc and clearly have no organisation. For a company specialising in baby items, surely they understand due dates are approximations - imagine the baby was born premature by a few weeks!

Terrible customer service, impossible to get through on the phone & expect to wait a long time for an email response. Once I finally got an email back I was told my order would be with me by ‘end of the week’, I am still waiting, I placed the order on 6th November!! Will not be purchasing from baby planet again.

Visited the Derby store. Amazing staff, very knowledgeable and so very helpful. Cannot rate the experience highly enough. Thank you

Diane was so helpful in helping us selecting our pram, took so much time to help us pick and talk through everything!

Susan was absolutely brilliant and Baby Planet Derby. She went through each and every product that we needed and filled us with all of the information we needed. All with a smile. We will definitely be recommending here to all our family and friends due to the lovely service we've experienced.

1 Star – The worst experience I’ve ever had with any baby company. If you want to be left without a car seat and pushchair.. then I’d advise you against this company!

I honestly don’t know where to start with how appalling my experience has been with Baby Planet. I placed my order back on 26th September and was told the items would be delivered 6–8 weeks before my due date (5th December). That timeframe has completely passed, and I’m still left without my full order or any meaningful communication.

From the start, I’ve had to constantly chase this company for updates — sending multiple emails, leaving voicemails, and even calling directly. Most of the time, I was ignored for days or given false promises about delivery dates that never happened. They even promised my car seat would arrive on 12th November, but it never did — and no one bothered to let me know.

Their so-called “customer service” is non-existent. They’ve shown zero accountability, and when they finally respond, their attitude is completely dismissive. To say “we apologise you feel this way” is not an apology — it’s an insult. I repeatedly asked for a formal complaint to be logged, which they ignored every single time.

I was told they would contact me to pay the remaining balance weeks ago — that never happened either. Instead, they’re now trying to claim I didn’t pay the balance as an excuse for their own failures. I’ve since raised the issue with Silver Cross, because Baby Planet are official stockists and should represent the brand better. Frankly, they’re making Silver Cross look bad with how they treat customers.

To make matters worse, I am now in hospital due to reduced baby movements and have been offered to be admitted and induced. This was my biggest concern from the start — that this stress and waiting around would happen so close to my due date — and their complete lack of care has made everything ten times worse.

I’ve never experienced such poor communication, false promises, or lack of empathy from any company, especially one dealing with expectant mothers. They even declined compensation of any sort (imagine they can’t even offer to build the buggy before hand or take some money off!) All I want now is my full refund and to never deal with Baby Planet again.

If you’re expecting a baby and thinking about ordering from here — don’t. Save yourself the stress, anxiety, and endless chasing. This company should be ashamed of how they treat their customers.

Really painful experience. Ordered a Mamas and Papas wardrobe from Babyplanet on a Saturday afternoon, advertised as 3-5 working day delivery. Didn’t arrive in that timeframe, and when I asked I was told the shipment hadn’t arrived to them as expected. At the end of that week, I was told by customer service the item was being dispatched to me ‘imminently’ and to look out for a dispatch email. Again, nothing happened and when asked they told me the item wasn’t yet in stock (despite their claim it was imminently being dispatched). Ultimately, delivery was made 31 days after ordering… but one of the boxes was so damaged (with clear damage to the product inside) that it had to be refused, with even the courier saying it should be sent back. Was then told it’d take a couple more weeks for a replacement to come, which given previous experience wasn’t something I was willing to do so have cancelled the order, awaiting a full refund.
Customer service team pleasant but just overall not worth the hassle. Product was cheaper than alternative sites, but on reflection paying more to get it from somewhere that can react quicker to issues would have been better. Free delivery obviously a bonus, but presumably it’s in that process that the damage occurred, and courier provided no proactive email/texts to say what day/time they’d be coming, which is problematic given size of product and need to be at home for it. Also really disappointed that there was no goodwill gesture from babyplanet despite the repeated issues.

Really knowledgeable staff, great advice on all prams we looked at for our first grandchild, lovely service on both occasions we have been , both ladies we have seen (Diane and Susan ) are always happy to help Thankyou for a lovely experience.

Lovely customer service and very well knowledgable staff. No pressure on sales, great store

Susan was absolutely fabulous! So knowledgeable and answered all of our questions!

Sarah at the Baby Show was brilliant! really helpful in demonstrating the pushchair and car seat. She took the time to explain everything clearly and made the experience so easy. She’s an absolute credit to the company!

Raul was amazing! He really took the time to answer all our questions and made our shopping experience absolutely splendid. We’ll definitely be coming back and recommending him to our family and friends!

BE AWARE OF THE AFTERSALES PROCESS!
Bought an icandy pram from the baby show. It broke after just 8 weeks!
2 weeks down the line I’m stuck with a now 10 week old baby without a pram.

Stuck indoors with a baby over half term and Halloween was no what I expected to be doing.
Been refused a refund or credit note due it being over 30 days old.

Have been told to package the chassis up after cleaning it back to them to be fixed and could take a further 10-14 days once it arrives for them to investigate and see if it’s worth fixing!

They were kind enough to request a box for me which we was told would arrive within 24 hours yet 5 days later still hasn’t arrived so that’s another delay!

Every time you ring you get told they understand our frustration and they are ‘sorry we feel this way’ and just get fobbed off with excuses.

I’m not really one for doing reviews but they have had more than enough chances to rectify the issue and chose not to.

Mums be aware when buying essential products from third parties such as baby planet! Just buy straight from the company that make the products!!

Whilst I didn’t purchase anything this weekend Simone was lovely. She helped me through my family planning for our new arrival shortly, showed us everything in detail and definitely helped me understand what to look for.
Will definitely be buying from cosatto when the time comes!
Big thanks to Simone for all her time and patience!
Definitely recommend.

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I had such a great experience with Simone! She was incredibly helpful in guiding me to choose the right pram, making sure it was exactly what I needed. She took the time to understand what I was looking for and offered really helpful advice. On top of that, she was super friendly and made the whole process easy and enjoyable. I couldn’t have asked for better service – thank you, Simone! ( David apologises for the headache he’s caused you 🫣)

Hannah helped me and my partner today at the baby show, she was super friendly and very informative. Showed us all we needed to know and answered all our questions. Thank you for your help Hannah.