Here's the email I've written, is it ok? do I need to add anything?
I would like to make a complaint about a UK retailer that I have purchased from, unfortunately they are the European distributor so I am having to come direct to you after unsucessfully trying to resolve the issue with the company direct. The company I purchased from is Fluff Heaven also known as BabaMe.
On 13th April 2013 I placed an order with Fluffheaven to include this trial pack: http://www.fluffheaven.com/index.php/cl ... r-kit.html
In which it clearly states BG Elemental as the third option. I was really keen to try this nappy as I loved the trimness and absorbency of the old style BG Organic, but found the drying time long and had the wicking issues at the leg holes, so I was really pleased to see you had addressed these issues and wanted to try the improved nappy.
However I was greatly disappointed when my order finally arrived only to discover that I had been sent the old style BG Organic, which they have on their site here deeply discounted because it's the old style and clearance stock: http://www.fluffheaven.com/index.php/na ... ental.html
Why would I pay full price (in the trial kit) for an old style nappy that is reduced to clear? I contacted the company straight away to tell them of their mistake, and I have been shocked at their poor customer service. They are trying to blame me for ordering the wrong nappy and that unless it states Elemental NEW, then the elemental is the same as the organic (why have the old product listed as BG Organic then?), I am still awaiting to hear if they are sending out a returns label for me to send the whole trial kit back for a full refund. I have spoken twice to date on the phone (and several emails), and have not once received an apology for their error, all they keep doing is trying to shift the blame on to me. Aparently if I wanted the new style I should have ordered this nappy: http://www.fluffheaven.com/index.php/na ... l-new.html
Well I am not alone in finding this highly misleading and confusing, I have discussed this on the cloth nappy forums I belong to and it was there that I was advised to contact you direct and make you aware this is how your european distributor behaves. I have since found out this company has a bad reputation for poor after care service. It wasn't the only problem with the order I placed but it is the reason I am contacting you. No other UK retailer I know of markets your old style organic as an Elemental. It seems to me they are sending the old organics in the trial pack to shift their stock, and if you don't know your nappies you'd be none the wiser and have paid over the odds, not to mention be lead to believe that the old style is a BG Elemental and not love it because of the issues that you have now improved upon, therefore losing you potential customers.
I fear I will end up having to return the pack at my cost and take a risk that they will refund me, postage charges are not cheap and I do not expect to pay for an error that is not mine.
I hope this matter is dealt with promptly and the appropriate action taken.