MORI Reviews

Name: MORI
Address: PL35 Pall Mall Deposits, 124-128 Barlby Road, London, City of London
Rating: 4.84

4.8 Rating 25,357 Reviews

97 %

of reviewers recommend MORI

4.8

Based on 25,357 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

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1112

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“DISASTROUS. I paid for Premium Delivery on 5 March for delivery 7th or 8th March. Now Kidly is expecting me to wait until 20 March for the outcome of an investigation as to why it's not arrived or even moved from the original DPD site. In the meantime my granddaughter's birthday has passed (11 March). Here is the log of exchanges: 5/3/2024 Ordered goods on 5th March at 1:16pm order number 2016226977. I paid £10 for Premium delivery so it was expected to arrive in 2-3 working days (ie on 7th or 8th March). I received the message "Good news! It will be on the next van out of here. Once it's shipped later this evening, you'll be able to track its journey via the 'view your order' link below." 11/3/2024 It was our dear granddaughters birthday and the package had still not arrived. 12/3/2024 I contacted you and asked why the package had still not arrived. I commented that the package didn't seem to have moved since 6 March and that I was upset to have missed our granddaughter's birthday.'You said you'd look into it and that there have been no updates since the 6 March. You said that you would email me. 13/3/2024 You reported that you had contacted DPD yesterday but that we would have to allow up to 6 working days (ie 19 March) for DPD to get back to us. 15/3/2024 I received an email to say that the investigation is still underway and they (DPD?) have asked us to allow until 20 March for the outcome. Whenever I track the parcel I get the same response each time except that the Shipped Date changes to my live query date. What on earth has happened to the parcel? Why can't you chase it effectively? Why have such a long delay in potential information. This is NOT GOOD in this day and age. People expect a better service. I sent something be Amazon to the same address and it arrived 2 days after posting! I'd like youto report back please!! Obviously I cannot complete the rest of this survey not having seen the goods.”

Helpful Report

Posted 1 year ago

“Still haven't received the product.”

Helpful Report

Posted 1 year ago

I am so sorry to read that your order didn't arrive. Have you been in contact with Customer Care to let them know? They will be more than happy to help you locate your order or replace it, if lost. Simply click the chat icon in the bottom right corner of our website and they will respond very quickly.

Posted 1 year ago

“Hi I am quite disappointed at the moment because my order hasn't arrived yet.”

Helpful Report

Posted 1 year ago

Hello Tracie, I am so sorry to read that your order didn't arrive. Have you been in contact with Customer Care to let them know? They will be more than happy to help you locate your order or replace it if lost. Simply click the chat icon in the bottom right corner of our website and they will respond very quickly. James

Posted 1 year ago

“Love the dress but wasted a lot of time trying to track it down. No RM tracking number, two failed delivery attempts by the postman. Two trips to the post office, finally found at the sorting office. Please send / ask RM to send a tracking number.”

Helpful Report

Posted 1 year ago

“I haven’t received my order. I’m really disappointed because I was told shipping would take 2-4 working days. It’s been over 8 and I’ve not even had a dispatch email. I bought these tots for my nephew’s first birthday which has now been and gone. Very unhappy with your service.”

Helpful Report

Posted 1 year ago

Hello Nina, I am so sorry to read that you haven't received your order. Please rest assured we dispatched your order the day after you placed it and it appears delivery was attempted by Royal Mail the following day but the delivery was refused (this is according to Royal Mail's own tracking status) I can see you have messaged our customer care team now, so I am sure they will help you resolve this but, just to say, Nina, if any future issues should ever occur please do contact our team via the chat icon on the website as soon as you fear something is up. I hate to think you suffered in silence for 10 days before contacting us. In situations like this unfortunately we wont know there is an issue, and therefore be able to try to help, until you contact us. James

Posted 1 year ago

“I haven’t recieved my package”

Helpful Report

Posted 1 year ago

Hello Rosie, I am so sorry to read that you haven't received your order. I can see in our system that you placed your order on a Sunday evening, it was dispatched the next day, then Royal Mail attempted to deliver to you on the Tuesday, Wednesday and Friday, but they report that, each time, there was no answer at delivery address. I cannot see any messages from you to our customer care team at any point Rosie. I do recommend, if you ever have issues like this again or if you still have not received your parcel, dropping them a message via the chat button on our website. The team are always available to help, whether it is providing information, chasing couriers or sending out replacements for lost parcels. I hate to think of you becoming frustrated with the courier, and us, when we are here, ready and willing to help, as soon as you get in touch with us. James

Posted 1 year ago

“Received wrong color of a sleep sack and they refused to exchange it for the correct color unless I paid shipping. Kathlene is a total nightmare. Love the clothes but I agree with the rest, for US customers we have better options than dealing with this type of outdated bureaucracy.”

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Posted 1 year ago

“Very disappointing- after my son’s Xmas present arrived broken, it took me 6 messages with customer service (three times repeating the same question) in order to get a straight answer.”

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Posted 1 year ago

“Despite calling and speaking with customer service saying I was in a hurry for my order. They took 4 days to dispatch my order. Not great really. I returned as it arrived too late.”

Helpful Report

Posted 1 year ago

“I haven't received it yet”

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Posted 1 year ago

“Received the wrong order a cardigan instead of a childrens make up set - it was at a discounted price for black friday & when i emailed to resolve the situation they had none left in stock and this was a gift that was then late. I was offered free shipping for another item but i purchased because that was the item i wanted as it was a gift. Wont be purchasing from the website again and took my business else where.”

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Posted 1 year ago

“It’s been more than 2 weeks and I still haven’t received my order.”

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Posted 1 year ago

“Poor quality own-brand items that do not stand the test of time. If you are thinking of purchasing one of their own-branded items of clothing - don't. I was gifted a Kidly puddlesuit kindly purchased for my babyshower (RRP £45 so one of the most expensive ones on the market). My daughter has worn it just once and I had to wash it after a muddy day at the park. The zip lining has completely disintegrated and now it looks awful. Kidly refused to replace it because it was purchased over 1 year ago (reasons mentioned above). Quite clearly it was purchased from there as an own-brand item. Has put me off shopping with them again due to a previous bad experience last Christmas. Avoid.”

Helpful Report

Posted 1 year ago

Hi Hannah, I'm so disappointed to read this review and to hear about your negative experience with us. I have spoken to the team and the honest answer is that we should have replaced the puddlesuit for you without question. The reason a replacement was not offered was that I think the team were thrown by the fact it was two years old and didn't pay sufficient attention to the fact that you had only actually used the suit once. This is not to excuse them, it's just by way of explanation and to demonstrate to you that we have discussed this and taken it seriously. As a result, we have clarified our process and procedure for how we should be dealing with issues like yours and in fact, going further, my view is that, even if you had used this item 10 times, and it developed that fault, it should still merit replacing, as its is a high quality product at a premium price, that is designed to last. Again, we have reinforced this position we should be taking within the team, going forwards. On that note, regarding the puddlesuit itself, we've been selling it for a couple of years now, it is high quality, recycled, fleece-lined, with the highest level of waterproofing and it is one of our best reviewed products, so I am confident that your issue was the exception rather than the rule. I've therefore asked the team to send you a new puddlesuit, if you'd kindly accept one. Please accept my apologies again and I wish you and your family a very happy holidays, James

Posted 1 year ago

“I would like a refund, waited a while now .”

Helpful Report

Posted 1 year ago

Hello Lesley, Thanks for leaving a review. I can see in our system that your refund was processed first thing this morning. Apologies for the delay in processing your return. Unfortunately, last week is the one period of the year where we can be a couple of days behind in processing refunds, whilst we try to stay on top of sending out all the Black Friday orders. I can assure you that we are already back to normal on this front and do hope to see you back at KIDLY soon. James

Posted 1 year ago

“Not very happy with Kidly, only half my order arrived, no mention of the rest until I contacted them.”

Helpful Report

Posted 1 year ago

“This company has great products but lousy service and policies. I spoke to someone named Kathlene in service because I ordered several items and the day they arrived they were discounted on the website. I asked for a price adjustment given the items had just arrived that day and the answer was no. I find this bad practice. There are so many baby clothing companies and options these days. I will be returning all of the products and I won’t be coming back. I do not recommend this company.”

Helpful Report

Posted 1 year ago

“Product not received”

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Posted 1 year ago

“Appalling service from Royal Mail: no delivery yet, no cards, no communications- house inhabited ALL DAY, local postman knows nothing. We continue to WAIT. birthday long since past. Please, Kidly, use a more reliable delivery service in future”

Helpful Report

Posted 1 year ago

“Products were good and loved by my niece. But delivery was so slow, missed her birthday by a week, even though I think I paid for next day delivery.”

Helpful Report

Posted 1 year ago

Hello Thomas, I'm delighted to read that your niece loved her gift but disappointed to read the delivery missed her birthday. I have looked into the history of the delivery and wanted to reassure you (as we hope you do come back to us) that your order was dispatched within a few hours of you placing it and Royal Mail did attempt delivery at the recipient's address twice shortly thereafter, unfortunately without success. From that point the parcel was then held at the local delivery office and was available for collection or redelivery and I can see a re-delivery took place 10 days later. I am not sure of the circumstances that led to these delays at the very end of your gift's journey to be honest Thomas and I am sorry if there was any mis-communication that I am not able to see between you and Royal Mail, but I just wanted to re-assure you that swift dispatch and delivery is something we take pride in here at KIDLY. Sometimes it's that last mile that lets us both down and I am so sorry this was the case for you on this occasion. James

Posted 1 year ago

“Have not received it , and since then it is out of stock.”

Helpful Report

Posted 1 year ago

MORI is rated 4.8 based on 25,357 reviews