“The mattress seemed perfect however it was the wrong size order and I've emailed twice asking about exchanging my product but nobody has ever got back to me about this matter”
“It was hard to find items I wanted on the website, the descriptions of items too brief. The customer service was poor, long delays in communication or no communication, I had to keep contacting them to get all of the info I needed to return an item as they clearly want to discourage returns. Won't shop there again.”
Hi there,
Thank you for taking the time to leave us some feedback. We're very sorry that our customer service was not up to standard while you were dealing with us. We've struggled during the current pandemic but things are getting back to normal now.
We're actually working on a new website that will be launched very soon, it will be much easier to navigate, get information, and information on returns etc. With a live chat function so you'll be able to speak to us directly, when you need us.
Again, sincerest apologies for the service you received.
Thank you,
Chloé.
“I ordered a white wicker Moses basket with pink dimple fabric as a surprise for my daughter as she had wanted a Clair de lune Moses basket since the beginning of her pregnancy, nothing else would do. She was over the moon with it when it arrived. Quality is excellent and delivery was very good. I would highly recommend this product and service.”
Hi Jayne,
Thank you very much for taking the time to leave a review. We're thrilled that both you and your daughter were over the moon with the Moses basket. We wish her all the best with her new arrival, and if you need anything else, please don't hesitate to get in touch :)
Thank you,
Chloé.
“Awful service, several lies over the phone and 15 days for an order to leave their warehouse and not even an email to tell us of this.
We have used Clair de lune with all our children and feel like after this we won't be using them again.”
Hi Stephen,
Thank you for leaving a review. We're very sorry that the service you received from us this time wasn't as expected and there was a delay with your order.
We had struggled during the pandemic as the majority of our products are made to order. We're back on track now with new systems in place, and a new website will be launching soon to boot, with a live chat function so you can contact us immediately, when you need to talk to us.
We're very sorry again for the poor service on this occasion.
Kind regards,
Chloé.
“The sheets we bought to fit our next to me crib did not fit at all. They didn't even almost go around the matress! According to the sizing on the website, the sheets should have fit easily! We will be using them for the moses basket instead.”
Hi there,
Thank you for taking the time to leave a review, and your feedback. We'll review the size of the sheets on our website and update accordingly.
Kind regards,
Chloé.
“We bought a Clair de Lune Waffle White Wicker Moses Basket & Folding, Rocking or Deluxe Stand: White Deluxe Stand. It arrived promptly and well packaged. The moses basket liner was torn and the rocker is not really fit for purpose. If you put it into rocking mode then as you rock it gets stuck in fixed mode. The moses basket hood is also not well designed to hold up properly. It won't be possible to open and close the moses basket hood as it will not stay upright if you do this. It is made of high quality materials but the design is poor.”
Hi Aine,
Thank you for taking the time to leave a review and for your feedback.
Here's some advice on how you can fix these issues, but if you need any further help, please don't hesitate to call or email!
Hood - If you tighten the screws, just under the dressing on the sided of the basket, this will ensure that the hood stays up, and you can still put it down easily if you'd like.
Stand - When you rock it, are you turning the stoppers into the upright position. We've checked with QC and they believe that the stoppers may need tightening on the base of the stand, when you put it together, to allow you to do this. If you're still struggling, send an image or a video of the issue to sales@clair-de-lune.co.uk and we'll look into it a little more.
We hope that this helps!
Thank you,
Chloé.
“Crib arrived within 3 days, well packaged and is exactly what I expected, good quality and looks beautiful, just waiting for the new granddaughter to put in it, will definitely use this website again.”
Hi Yasmeen,
Thank you for taking the time to leave a review. All our products are machine washable, and come out great wash-after-wash!
Please let us know if you need anything else :)
“Waited over a month for my order. When I emailed to ask were it was I was told the address was wrong and that my order had been returned to the company. I received no emails or phone calls to advise that the address was wrong and when I asked for my order to be resent I was told it was out of stock!! I emailed again and received no reply. Again I emailed and received a response and when I replied to that email I received no response again. Finally after 5 weeks I received my order.”
Hi Anthony,
Thank you for taking the time to leave us some feedback. Our seamstresses and basket dressers are always thrilled to see positive feedback on their craftsmanship.
“Items were lovely when they arrived however:
1. It took almost a month to receive the order.
2. No one contacted me about it until I contacted customer service in Facebook to complain I had sent an email to which no one replied.
3. £60 for a duvet and bumper is expensive!
4. It doesn’t fit all cot beds properly. The bumper ties need to be longer to go around bars which are thicker. The top rail on my cotbed is about 2 inches x 1 inch and the ties are extremely tight to get round and secure properly.
It feels very showy for a bumper that needs to come off after 6 months and for a duvet which probably won’t be used until baby is over 18 months.”
