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If you ordered a BG Elemental what would you.

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Mum2aMiracle
Cloth Nappy Lover
Cloth Nappy Lover

Re: If you ordered a BG Elemental what would you.

Postby Mum2aMiracle » Fri Apr 19, 2013 10:19 am

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.

Regards

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epsilon1
Cloth Nappy Groupie
Cloth Nappy Groupie

Re: If you ordered a BG Elemental what would you.

Postby epsilon1 » Fri Apr 19, 2013 10:36 am

Mum2aMiracle wrote:Thanks Louise, wish I'd known and I'd never have gone near them, maybe we could have retailer review section? like The Babywearer does, they have a product review section (like here) but also a section to review the retailers, that way we could make each other aware of where gives fab service (have to say FunkyMonkeyPants and FYP have always been great) and where to avoid, no matter how good the deals are.
Still no email from them, so looks like I'm going to have to chase, which I don't really want to have to do if all they're go to say is it's my fault, think I'll email again before phoning.


There is a space for comments in the new survey about where you buy fluff, at the top of this board...

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Mumof5
Cloth Nappy Addict
Cloth Nappy Addict

Re: If you ordered a BG Elemental what would you.

Postby Mumof5 » Fri Apr 19, 2013 12:04 pm

Looking at those links, fluff heaven are definitely at fault! If they have listed it wrong that is their problem. The bg organic is not the elemental, and has never been called that! I feel sorry for any of their customers who have received the same kit and not known any better! There is no excuse for poor cs, you are totally right for contacting bumgenius, I'm sure they won't be happy about there products being listed under the wrong name! It also winds me up when the same company goes by different names, it makes it harder to know who to avoid! :evil:
I hope you get the full refund that you deserve :hug:

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Mum2aMiracle
Cloth Nappy Lover
Cloth Nappy Lover

Re: If you ordered a BG Elemental what would you.

Postby Mum2aMiracle » Fri Apr 19, 2013 12:14 pm

I am beyond furious I have spoken with them again after no response to emails and they are now saying there is nothing they can do. Have sent BG the email and hope they can help. Will contact paypal but I'm not sure if they'll be able to help. They are standing by calling the organic an Elemental, what can I do? :cry: :evil:

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Liz_Mossum
Cloth Nappy Follower
Cloth Nappy Follower

Re: If you ordered a BG Elemental what would you.

Postby Liz_Mossum » Fri Apr 19, 2013 12:25 pm

I know it sounds heavy, but I'd not bother sending them emails or trying to call them anymore. You have been incredibly reasonable and they are being unreasonable. You are wasting your precious time dealing with this, so I'd be inclined to write them a letter. Get proof of delivery, don't send recorded as they can reject it, telling them what you want to happen and that if it doesn't happen you will have no choice but to pursue them in court.

You might not want to take such action for what seems a smallish amount of money, but most companies play ball when they get such correspondance. I had a problem with a company recently and was given this advice by trading standards. If you contact the trading standards/council department where they are based they normally give excellent advice. Additionally, if other people have complained they may get investigated.

ETA once the company knew that I'd spoken with Trading Standards they resolved it instantly and I never needed to even send the letter.

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Mum2aMiracle
Cloth Nappy Lover
Cloth Nappy Lover

Re: If you ordered a BG Elemental what would you.

Postby Mum2aMiracle » Fri Apr 19, 2013 1:09 pm

How do I take a screen shot? just so they don't go changing their links.

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Mum2aMiracle
Cloth Nappy Lover
Cloth Nappy Lover

Re: If you ordered a BG Elemental what would you.

Postby Mum2aMiracle » Fri Apr 19, 2013 1:17 pm

I've opened a dispute, but I don't hold out much hope on that, I want to escalate it to a claim straight away as I cannot resolve this through email/phone direct with the company, but I think I should probably give it at least 1 day before escalating?

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Liz_Mossum
Cloth Nappy Follower
Cloth Nappy Follower

Re: If you ordered a BG Elemental what would you.

Postby Liz_Mossum » Fri Apr 19, 2013 1:24 pm

Mum2aMiracle wrote:How do I take a screen shot? just so they don't go changing their links.


Are you on a PC? If so, just press the 'print screen' button. Then I would just copy it into Word, or directly into an email to yourself.

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Mum2aMiracle
Cloth Nappy Lover
Cloth Nappy Lover

Re: If you ordered a BG Elemental what would you.

Postby Mum2aMiracle » Fri Apr 19, 2013 1:39 pm

Yes on my laptop, I have highlighted and copied/pasted into word, it's come out a bit disjointed but ok. Can't see "print screen" button/ option?

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