KIDLY Reviews

Name: KIDLY
Rating: 4.87

4.9 Rating 22,602 Reviews

98 %

of reviewers recommend KIDLY

4.9

Based on 22,602 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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Anonymous

Anonymous // 01/01/2019

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

“I got this as a gift over two weeks ago and it’s still not arrived”

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Posted 1 year ago

Hello Harriet, I am so sorry that you haven't received this order yet. It has been too long and I know that is extremely frustrating. Unfortunately between your order and today there have been three Royal Mail strike days (which is really six days of disruption taking into account backlogs piling up that they don't have capacity for). We do feel confident though that all orders placed will arrive for Christmas, as we are seeing the success rate of deliveries at the usual high Royal Mail standards, it's just the timings are slow and erratic due to the strikes and ensuing backlogs after strike days. Please don't worry; if your order has not arrived by the 22nd we will send it again, subject to availability, via a next day courier. Please simply let our live chat help team know. Please accept my apologies once again. I do hope your order arrives soon but please do let us know if not and we will help. James

Posted 1 year ago

“Still haven’t received it”

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Posted 1 year ago

Hello Ashley, I am so sorry that you haven't received this order yet. It has been too long and I know that is extremely frustrating. Unfortunately between your order and today there have been three Royal Mail strike days (which is really six days of disruption taking into account backlogs piling up that they don't have capacity for). We do feel confident though that all orders placed will arrive for Christmas, as we are seeing the success rate of deliveries at the usual high Royal Mail standards, it's just the timings are slow and erratic due to the strikes and ensuing backlogs after strike days. In fact, I can now see your order is with the local depot as of yesterday (but of course they are striking today too). Please don't worry; it looks like you order is now imminent, but notwithstanding, if your order has not arrived by the 22nd we will send it again, subject to availability, via a next day courier. Please simply let our live chat help team know. Please accept my apologies once again. I do hope your order arrives soon but please do let us know if not and we will help. James

Posted 1 year ago

“10 days and my order has not yet been dispatched, cannot cancel order, cannot pay to upgrade shipping option. I’ve been told twice that my parcel would be ‘on its way’ the next day. There has been no customer service in terms of someone actively trying to assist with this issue; simply a blanket apology email out to all customers in the same situation. I will be returning everything I’ve bought; had KIDLY actually assisted us to upgrade or cancel I wouldn’t have had to leave a negative review.”

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Posted 1 year ago

Hello, I am so sorry about your experience with this order. I can see you have placed many orders with us and hope you can see this is very much not how we usually do business. The truth is we are having a torrid time with Royal Mail due to their ongoing strike action. We have moved as many orders as we can onto other carriers but they themselves have capacity constraints, so this is a very limited option for us. What makes this so hard is that our warehouse team are picking and packing orders are their regular pace; the delay is that Royal Mail aren't picking up our orders due to the strikes. The result is that because the orders have been scanned out at our end and are stuck in cages ready to go, we are unable to retrieve individual parcels to cancel or make changes to them. It is truly a horror show for which I can only apologise and I know this is scant consolation but you may of course return your order to us for free, within 365 days, should you no longer want it when it arrives. I am so sorry KIDLY has let you down on this occasion. James

Posted 1 year ago

“bought a liewood Dinosaur lamp 18 months ago, it has been very well looked after. Sadly the mini usb component for charging has broken. Contacted Kidly who said they couldn’t help, they advised me to go to the manufacturer. The manufacturer told me to go to Kidly. Really really unhelpful ☹️”

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Posted 1 year ago

“Order not yet received”

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Posted 1 year ago

“Very poor. Order cancelled and refunded and quite a long while after ordering this and another 2 items. both needed for grandsons birthday.”

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Posted 1 year ago

Hi Sally Thank you for leaving a review and I am so sorry that your order didn't reach you. Unfortunately this is the first we have heard about it and would have loved to have helped sooner. To explain further, upon checking the DPD tracking link sent to you, on October 28th, the expected delivery date, DPD updated the tracking details with "Your parcel can no longer be delivered, please contact Kidly Ltd for further details" (unhelpful message in itself, I know). Unfortunately because we didn't then hear from you (hopefully you were receiving tracking notifications OK?) we were completely unaware of the issue and DPD, having not received further instruction, therefore proceeded to send the parcel back us. I know it seems odd, as we, the retailer, have a contract with the courier, but once the parcel is with them they only ever contact the recipient, never the retailer. This is the same for all other carriers. I hope that explains what happened a little, although I appreciate its of no help to you at this stage. Again, I am so sorry this happened and that there is no clear reason or resolution. Just for completeness I can see that your parcel did arrive back with us and was refunded to you in full on the 4th November. I hope the funds reached you without issue, but if you do have any further problems, please do pop onto our live chat where someone will be available to help between 8am-10pm every day. James

Posted 1 year ago

“Unhappy with goods. Have returned but still awaiting refund”

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Posted 1 year ago

Hello Pat, I'm really sorry you weren't happy with the wooden toy you ordered. I do hope the rest of your KIDLY experience was a good one? Our returns team aren't experiencing any delays at the moment but if yours is taking longer than we advise (5 working days from receipt of your return) please do pop onto live chat with your proof of return/tracking details to hand and the team will be happy to look into it further for you. James

Posted 1 year ago

“Bought a few pairs of these leggings and they have ALL torn at the seams. First pair I could accept but second pair is just bad quality. Trying to submit a photo of where they have torn but doesn’t seem to have that option.”

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Posted 1 year ago

“The worse service, this company cannot even properly arrange a return. Claiming I cannot speak to a manager as they dont have phone lines. Have tried to arrange twice a delivery and no one has shown up”

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Posted 1 year ago

Hello, I am so sorry that you've had issues with your free returns collection. We really do share your disappointment that the courier failed twice to collect from you. It is so frustrating. I can see you asked to speak to a manager and that our manager, Rose, came online straight away to speak to you and that she has re-arranged a collection for a third time on Monday. I do hope that this is all resolved then and I know Rose will be available to chat if there are any further issues. Regarding phones, we do believe we can offer the best service possible by having our team ready to talk and available on live chat from 8am-10pm every day. Live chat allows us to prevent any phone queueing (our average response time being under 2 minutes) and to keep a really precise audit trail of all conversations that then helps us with accuracy for our customers and also internal training to help us maintain our standards. I wish you a happy holiday season ahead and do hope to see you back at KIDLY despite the courier issue you experienced on this occasion. James

Posted 1 year ago

“The item was faulty, the support team were great and the supplier said they’d send new legs but they never came. Kidly sent a new one but that was faulty too. They were really helpful again and we are now returning. But ultimately I did get two faulty products and had to spend ages on chat sorting things out.”

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Posted 1 year ago

“I ordered the Vilacity Crane for my grandson's birthday. I gave my son's name and address as the delivery address and also had to give my address. You then made a serious error with the delivery address - a combination of my son's address and mine, but ending with my postcode. Remarkably the Post Office managed to deliver it to me, although by then I was away on holiday and it was given to my neighbour who kindly took it in. Now back home, my grandson will eventually receive his present, but a week or two late. When you emailed me to say that the parcel had been dispatched, I sent you an urgent email pointing out the error, but you clearly did not act on it and I received no acknowledgement.”

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Posted 1 year ago

“I still haven't received these after waiting for what seems like a long time so I'm very confused by the fact I'm being asked for a review...”

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Posted 1 year ago

Hello Charlotte, Thanks for leaving a review. It must seem weird being asked for a review for an order you haven't received! I'm afraid the review email is automated, sent a certain number of days after your order is placed and if we are unaware a customer has not received their order, as it is in your case, the email is sent out, assuming all is well. Looking at your order tracking link it shows 'delivered' with a photo of the package on 5th September. Evidently the order didn't make it trough your front door though. I'm so sorry about that. Please do pop onto live chat on the website and let the help team know. They will be able to get another pair out to you (subject to stock). For future reference, if you ever have an issue, please do contact them as soon as your concerns arise; they are online from 8am-10pm every day. I hate to think of you ordering two weeks ago and not receiving your goods. James

Posted 1 year ago

“Ordered my son the banwood scooter in green as his ‘big brother’ present in preparation for his little sisters arrival, it was out in a cupboard for a few weeks until she was born then opened by my son. The scooter that turned up was pink. Now he’s seen it I can’t really return it, but I’m really disappointed that it’s not the gift I had wanted to give him.”

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Posted 1 year ago

“My order was shipped to another customer. There was no stock left so I never received my item. Very poor. This isn’t the first time that my order ended up with someone else. Kidly really need to address this issue.”

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Posted 1 year ago

“I was excited to receive this product, however was extremely disappointed. The product arrived and was scratched and chipped across many areas. To be completely honest, it looked like a second hand product. I had to send it back which is just frustrating given how long it takes to sort it all out I.e repackage a large product and have to print out my own return labels due to the size and weight. Kidly does offer a free returns policy which is about the only positive. Once I requested it to be picked up from my home, Evri who deals with this for Kidly, sent me a notification that they would be picking this up at 18:30-20:30. Extremely inconvenient considering we have a baby that is in bed and was subsequently woken up. Still waiting to receive either a refund or replacement product. Though more concerned that if a replacement arrives that it’ll be just the same and I’ll have to go through all the trouble of sorting out a return. Unfortunately, not impressed.”

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Posted 1 year ago

“My only feedback is that I ordered three pairs of jelly at full price last week for my Grandchildren only to find that they have now been reduced to half price. I would have returned them and re-ordered but as we are to go holiday, I don't have the time. Love the jelly's as they are lovely and soft on delicate skin.”

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Posted 1 year ago

Hello Deborah I am so sorry we left you disappointed after we put the Jellies on promotion just after you placed your order. Like any retailer, we are always trading and promoting various items at various times but I know how disappointing it can be when you just miss out. Hopefully, you've seen a note by now from our customer care team, who have contacted you about this, but I'd also just like to say, if ever you have an issue with any part of our service, we are on live chat every day, during waking hours, and are always happy to listen and help as soon as an issue arises or question springs to mind. I hope you have a lovely holiday. James

Posted 1 year ago

“Ordered this bike on the 4th June 2022, which arrived on the 6th June, my husband assemble bike for my grand daughters birthday, only to find a default with the stabilisers. I advised Kidly of the fault & was given option of replacing stabilisers. After many emails from different sales assistant. I have asked for refund as the quality of the bike was not what I expected, and we are now on the 17 June, and the bike has not been collected for return to Kidly as the first courier Evri refused to take a heavy item, and further attempts to collect from Evri has been no show. Overall a major disappointment & would not recommend or purchase from Kidly in the future. Woodburn”

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Posted 1 year ago

“Had to cancel the order as my next day delivery was not possible”

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Posted 1 year ago

“The plush I ordered is super cute but has biro pen marks on its back”

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Posted 1 year ago

“I never received this delivery. And I am now travelling with my family for 4 months and won’t be able to return them”

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Posted 2 years ago

Hello I am so sorry to read you didn't receive your order. I can see via the tracking link that Royal Mail tried to deliver to you on the 22nd of April and the tracking page shows that they are still awaiting your instruction as to how they can get the parcel to you. Just a note to say, I would encourage you, in future, to keep a close eye on tracking details, especially if your parcel feels like it's running late. Our two trusted couriers, Royal Mail and DPD are very good at offering options to get parcels to customers when an initial delivery fails. That said, I can also see that you contacted our help team today as well as leaving this review and that they have fully refunded your order for you and added a discount to your account for a future order. I know it's disappointing to not receive an order, especially when about to travel, but I do hope the team helped you as best they could in the circumstances. Wishing you an enjoyable trip, James

Posted 2 years ago

KIDLY is rated 4.9 based on 22,602 reviews