KIDLY Reviews

Name: KIDLY
Rating: 4.87

4.9 Rating 22,603 Reviews

98 %

of reviewers recommend KIDLY

4.9

Based on 22,603 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 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.”

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Posted 2 months 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 2 months ago

“I haven’t recieved my package”

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Posted 2 months 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 2 months 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 4 months 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.”

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Posted 4 months ago

“I haven't received it yet”

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Posted 4 months 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 5 months ago

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

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Posted 5 months 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 5 months 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 5 months ago

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

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Posted 5 months 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 5 months ago

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

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Posted 5 months ago

“Product not received”

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Posted 5 months 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”

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Posted 5 months 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.”

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Posted 6 months 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 6 months ago

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

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Posted 6 months ago

“Sadly it’s not turned up, I’ve emailed and had an email back saying they will re ship the order, but still no sign of that happening either.”

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Posted 7 months ago

“I paid extra for next day delivery but didn’t get my purchase. Now I am away and probably not in time to get it from Royal Mail. Very poor service.”

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Posted 9 months ago

“I ordered a small wooden toy for my grandson who was visiting us. A parcel arrived with two babies dummies! Not what I ordered! I received a refund minus my postage which is annoying, I am paying for your mistake.”

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Posted 10 months ago

Hello Christine, I'm so sorry you received the wrong order. That is awful and of course we would not expect you to pay for any postage in this situation. Unfortunately we had no idea this happened until we read your review and have now refunded you for the postage. Please rest assured that what happened to you really is a rare occurrence and we would love to think you'd give us another try. It may be worth knowing that, if you do ever have an issue, our live chat team (of real people, not bots!) are online every day, ready to help answer your questions or deal with any issues should they arise. James

Posted 10 months ago

“Rediculous wasteful postage for a small item and charged a huge amount due to the unnecessary size of the postal box.”

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Posted 10 months ago

“My order was returned by Royal Mail after being redirected. I reordered before receiving a refund as the order was a gift but have just received a notification that the parcel has once again been redirected. I have checked the address that I entered and it is correct. I wonder if there is a processing issue when the order is sent.”

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Posted 11 months ago

Hello Leigh, Thanks for alerting us to this issue with your deliveries and I am sorry you have not yet received your order. I can see that Royal Mail has written in its system 'Incorrectly addressed. Returned to sender'. Having checked the address in our system it does seem that the postcode on your order is very different to those listed in directory enquiries for the address provided. May I suggest contacting our lovely support team who are available on live chat during working hours? They will be able to help you with getting your order to you.

Posted 11 months ago

“Have not received my products hence the One star. I know its probably the delivery services fault but I go on hoilday tomorrow and ordered 3 weeks ago.”

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Posted 11 months ago

Hello Humayun, I am so sorry your order hasn't arrived and that you go away tomorrow. It does, from the tracking, look like Royal Mail may have lost your parcel and in this situation we would of course send you a replacement. Unfortunately with these things, we simply don't know until customers contact us that there is a problem. Please do, if this ever happens again, pop onto our live chat where we are always on hand, waiting to help. In the meantime, if you would still like a replacement please do contact our lovely support team who are available on live chat during working hours. They will be able to help you with getting your order to you. I am just sorry we couldn't help you sooner.

Posted 11 months ago

KIDLY is rated 4.9 based on 22,603 reviews