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Réponse de BabiesMart

20 août 2026

Thanks so much, Jodie — glad the bed rails arrived quickly and that the setup went smoothly. If you ever need a hand fitting them or have questions down the track, just reach out. Enjoy

Réponse de BabiesMart

20 août 2026

Hi Patricia, thank you for the feedback and I'm sorry for what you went through. A faulty unit followed by a replacement with rust and missing wheels is not acceptable, and our earlier response to you was wrong — we corrected that shortly after and arranged a prepaid return at our cost.

Your full refund was processed in March, and we're sorry it took longer than it should have; the delay in checking your return in at our warehouse was our error.

We've raised the rust issue with our manufacturer so it doesn't happen to anyone else. If there's anything still outstanding, please email customercare@babiesmart.com.au, and I'll look after it personally.

Réponse de BabiesMart

20 août 2026

Hi Kelly, thank you for the feedback and I'm sorry — you were right to be frustrated. Your order was slow to arrive, an item was missing, and then you had to chase us for a response you should have received straight away. That silence was on us.

We arranged a free replacement for the missing pram toy on 4 February and sent it with tracking. I hope it reached you and that the pieces you chose were worth the wait.

Since then we've put a 48-hour response commitment in place so nobody is left waiting on us like you were. If the replacement never turned up, or there's anything still outstanding, please email customercare@babiesmart.com.au and I'll handle it myself.

Réponse de BabiesMart

20 août 2026

Hi Anna, thank you for the feedback and I'm sorry for the experience. Waiting on a parcel that isn't moving is frustrating, and I understand the silence made it worse.

When we chased it with Australia Post they confirmed the parcel had been lost in transit. We came back to you with a refund or an alternative, and processed the full refund you asked for. Our support commitment is a response within two business days, which we did meet here — but I can see our website suggested you'd hear back much sooner, so your expectation was fair, and we've corrected that wording.

If the refund hasn't reached your account, or there's anything else outstanding, please email customercare@babiesmart.com.au and I'll sort it personally.

Réponse de BabiesMart

20 août 2026

Hi Christine, thank you — this made our day. Glad the mats landed well and that the team looked after your question properly. We really appreciate you taking the time to write it, and hope to see you again.

Réponse de BabiesMart

28 mai 2024

Hi Pip,

Thank you for your feedback. We apologise for any inconvenience you experienced with your order.

We would like to clarify the situation:

1. Order Details: Your order was placed on Sunday, 26 May 2024, at 1:12 pm AEST. You selected the AusPost Priority option, which is not the same as express service. This distinction, along with the price difference, is clearly displayed during checkout.

2. Email Communication: In your email, you mentioned that you chose not to pay for the express shipping option, which was $99, and instead selected a more affordable shipping option. Despite your preference for express delivery, we accommodated your request for a faster service as best as we could within the selected shipping option.

3. Order Processing: Due to your additional requests and the volume of orders we process on Mondays, we placed your order on hold to explore possible express shipping options. Unfortunately, we were unable to meet your delivery timeframe without the express shipping fee, and we promptly issued a full refund to you.

4. Customer Interaction: We apologise if you felt our response time was insufficient. Our team worked diligently to address your emails and find a solution. However, due to the volume of emails and the aggressive tone of some communications, our system automatically flagged them for review.

5. Review Content: Your review states that you received no reply for over a week, which is not accurate. We responded to your multiple emails and processed a full refund on the same business day, Monday (or the next day from the ordered day - Sunday).

Additionally, we noticed that you have purchased from a business profile. We are not sure if this is a deliberate attack on our small business. We always prioritise our customers and strive to resolve their issues as soon as possible. In your case, it took us 24 working hours to process a full refund and cancel your order as per your request. Please note that we do not operate on Sundays, which affects the processing time.

This appears to be a deliberate attack on small businesses like ours by creating new profiles, which is unethical. We kindly request that future communications remain respectful and constructive.

Thank you for your understanding.

Best regards,
Rose
BabiesMart

Réponse de BabiesMart

28 mai 2024

Hi Samantha,

Thank you so much for your wonderful review! We're thrilled to hear that you had an amazing experience with BabiesMart and that the Toddly DreamGuard exceeded your expectations.

We're delighted that the bed rail fits perfectly on your king bed and meets your needs for high walls and easy access. It's great to know that the adjustable height and support for up to 40 cm mattress thickness made a difference for you, especially with your 35 cm thick mattress.

Your kind words and high recommendation mean a lot to us. Thank you for taking the time to share your experience. We're here to provide the best for our customers, and your feedback encourages us to keep doing what we do.

If you ever need anything else or have any questions, please don't hesitate to reach out.

Best regards,
Rose
BabiesMart

Réponse de BabiesMart

28 mai 2024

Hi Xaviera,

We are sorry to hear about your experience and apologize for any inconvenience caused. We strive to provide high-quality products and timely service, so it’s sad to hear that you feel we fell short.

Our warehouse is based in Melbourne, and we use Australia Post, which typically aligns with the delivery timeframes provided. We are unsure what went wrong in this case, but we have reached out to you via Trustpilot to help us locate your order and see how we can make things right.

Additionally, we could not find any order under the name Xaviera, nor can we see any help requests or emails from you. We offer a 60-day money-back guarantee, so if you are not satisfied with the product, we can certainly organise a return. Our returns process is handled through Australia Post as well.

Please contact us directly so we can assist you further and ensure your concerns are addressed.

Thank you for your feedback.

Best regards,
Rose
BabiesMart