“Pretty disappointed after receiving 3 backpacks that were left outside the house in the rain, soaking wet. All I got back was that I could get a box. Nothing else was done about it. No compensation for the delay it caused to give my presents, no apologies, no contacting the courier company to resolve the issue. Surprised at the level of customer service considering they were not cheap. Won’t be purchasing again.”
Hi, we're very sorry to hear about your recent experience and completely understand your disappointment. Your order should have arrived in perfect condition, and we apologise that it didn’t. We will be raising this issue with the courier, as leaving items exposed to the elements is not acceptable.
We can see that replacement gift boxes have already been sent, but we do apologise that more wasn’t done to support you at the time. Your feedback has been shared with our team to ensure we improve going forward. We truly appreciate your past support and are sorry to have let you down on this occasion.
Best regards, Aleksandra, Management Team, My 1st Years
“Parcel was delivered outside of the house without knocking or ringing in the nighttime and the next morning it was found by my mother in law who came to visit me and she said that the parcel was soaking wet. Luckily, all items were fine but I definitely won’t order from you again”
Hi, we're very sorry to hear about how your parcel was delivered. That’s certainly not the experience we want for our customers. Your order should have been handled with much more care, and we sincerely apologise that it was left outside overnight without any attempt to notify you. While we’re relieved to hear the items were not damaged, we completely understand your frustration. We’ll be raising this issue with the courier to help prevent this from happening in the future. Thank you for your feedback, and we're truly sorry to have lost your trust.
Best regards, Aleksandra, Management Team, My 1st Years
“Rubbish customer service, my parcel was stolen after being left outside my door by a useless delivery company….nobody wants to take responsibility….have to go through police they said….ridiculous”
Hi, we’re very sorry to hear about your situation and understand how frustrating this must be. Our records show that the parcel was delivered to the correct address. As part of our policies, we require customers to obtain a crime reference number from the police and complete the necessary forms in cases of theft. We’re sorry that you were unable to do this, as it’s an important step for us to be able to assist further. Please don’t hesitate to reach out if you need any help with this process.
Best regards, Aleksandra, Management Team, My 1st Years
“Very expensive Bluey bag, the lettering was just ironed on I could probably have done myself and the discount for a first order wasn’t coming off even though I had multiple emails to tell me it was there to use”
Hi, thank you for your feedback. The lettering on this item is done using a durable flocked method, as stated in the product description, which gives it a soft, high-quality finish. Regarding the discount code, please note that promotional codes cannot be applied to licensed character products like this Bluey bag, which is why the discount wasn’t applied. We appreciate your understanding and hope to assist you with other purchases in the future.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear your order hasn’t arrived and understand how frustrating this is. After investigating, we found the order was unfortunately lost in transit. As requested via email, we have processed a full refund for you. Please don’t hesitate to reach out if you need any further assistance.
Best regards, Aleksandra, Management Team, My 1st Years
“My order didn't arrive, I contacted the company and they informed me my order had been lost in the system. The baby bodysuits were both 6-12 months but one was a much smaller size.”
Hi, thank you for your feedback, and I’m very sorry to hear about the issues with your order.
It’s disappointing to learn your order didn’t arrive as expected, and I apologise for the mix-up with the sizes of the baby bodysuits.
If you haven’t already, please get in touch with our customer service team directly so we can make this right for you.
Thank you for bringing this to our attention, and we hope to resolve it quickly.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear that your Eco Box arrived damaged and that you were unable to use it for your gift.
We would be more than happy to send you a replacement gift box. Please contact us at your earliest convenience so we can arrange this for you.
Thank you for your understanding, and we look forward to resolving this promptly.
Best regards, Aleksandra, Management Team, My 1st Years
“Ordered gift for christening, which has been and gone and I have not gifted.
Ordered on the 10th June has not arrived as stated within 5 working days..
Had response to email re this to date nothing more.
Would like to know wher3 my order is especially as money taken out of my account.”
Hi, we’re very sorry to hear about the delay with your order and completely understand your frustration especially as it was intended for a special occasion.
We’d like to clarify that we responded to your email immediately and offered a replacement three days ago. Unfortunately, the order was initially stuck in our system, which caused the delay. This has since been escalated, and the order has now been processed with express delivery. We’ve also passed your feedback to our IT team to help prevent similar issues in the future. We truly appreciate your patience and sincerely apologise for the inconvenience caused.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear that the gift you ordered for your daughter arrived with the missing letter. We completely understand how disappointing this must be.
Please note that we offered to send a replacement over a week ago, but we haven’t yet heard back from you. We’re more than happy to resolve this for you as quickly as possible just let us know how you’d like to proceed.
Thank you for your patience, and we hope to make things right.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, thank you for taking the time to share your feedback. We sincerely apologise for any inconvenience you may have experienced, and we appreciate the opportunity to address your concerns.
We want to assure you that we take your feedback seriously. Our team is currently investigating the issues you've raised, and we are committed to making the necessary improvements to enhance our service.
We would greatly appreciate the opportunity to discuss your experience further. Would you mind looking into the email I sent recently so we can look into having this resolved offline?
Thanks so much! Aleksandra - My 1st Years Management Team.
“I was really disappointed with my Father’s Day T-shirt, I have bought regularly from the site and I have previously been impressed with the quality. However, on this occasion with one cold wash all of the colour came off of the T-shirt and I’m now left of a plain white T-shirt.”
Hi, thank you for taking the time to leave your feedback, and we’re truly sorry to hear about your recent experience with the Father’s Day T-shirt.
It’s especially disappointing to hear this, as a returning customer who has previously been happy with the quality of our products. A loss of colour after just one cold wash is certainly not expected, and we completely understand your frustration.
Please accept our sincere apologies. We’d really appreciate the opportunity to look into this further for you and make things right. If you haven’t already, please get in touch with our customer service team so we can assist you directly.
Thank you again for your continued support, and we hope to restore your confidence in us.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, thanks for your feedback. We're very sorry to hear that your order arrived late and damaged. We understand how frustrating that must be, especially when it's still not fully resolved.
As confirmed, we have arranged a collection for the item tomorrow. As soon as it has been collected, we’ll process the resolution for you without delay.
Thank you for your patience, and we’re sorry again for the inconvenience caused. Please don’t hesitate to get in touch if you need any further assistance in the meantime.
Best regards, Aleksandra, Management Team, My 1st Years
“I ordered the white frame and it literally was a plain white photo frame with a card piece to insert with the Father’s Day message on. I then built it myself and it didn’t fit together very well at alm”
Hi, thank you for taking the time to share your feedback. We sincerely apologise for any inconvenience you may have experienced, and we appreciate the opportunity to address your concerns.
We want to assure you that we take your feedback seriously. Our team is currently investigating the issues you've raised, and we are committed to making the necessary improvements to enhance our service.
We would greatly appreciate the opportunity to discuss your experience further. Would you mind looking into the email I sent recently so we can look into having this resolved offline?
Thanks so much! Aleksandra - My 1st Years Management Team.
“I ordered a gift from My 1st Years with express delivery. The delivery was late, and the gift box arrived damaged, which completely ruined the presentation.
Customer service initially offered a partial refund, then suddenly backtracked and refused, claiming the box was “free”, completely missing the point that it was part of the gift/service. Despite me clearly explaining the issue several times, they repeatedly ignored my concerns and danced around the problem to avoid actually addressing it.
A frustrating experience from start to finish. I won’t be using them again.”
Hi, thank you for taking the time to share your feedback. We're genuinely sorry to hear that your experience with us didn’t meet your expectations, especially as the gift was intended for a special occasion.
We do offer store credit or a partial refund for express delivery delays, and we’re sorry you felt this wasn’t handled clearly. In regard to the gift box, although it’s included as a complimentary item, we completely understand that presentation is a key part of the overall gifting experience. This is why we offered a replacement box or store credit as a gesture of goodwill.
We’re truly sorry you weren’t satisfied with the resolution provided. Your feedback will be shared with the team so we can continue improving how we support our customers.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, thank you for taking the time to leave a review. While we're grateful for your feedback, we're saddened to hear that not everything met your expectations. We truly appreciate your comments, as they help us improve and provide a better experience for all our customers.
Sincerely, Aleksandra from the My 1st Years Management Team
“Didn’t receive my order on the day it should have arrived despite paying extra for postage. The customer service team were going to take 48 hours to respond even though I was awaiting Father’s Day delivery time slots and this would have been after this day. No gesture of goodwill offered and barely any apology for the poor service. The chosen delivery company lied and said I refused delivery when they never attempted to make delivery and I was home all week. Poor all round and will never be using this site again.”
Hi, we're truly sorry to hear about your disappointing experience, especially around such an important occasion like Father's Day.
We did our best to investigate what happened with your delivery, and according to the information provided by the courier, an attempt was made but no one was available at the address, and unfortunately, no safe place was accessible at the time. As requested, we processed a full refund, and we also offered a token of apology as a gesture of goodwill. If you would like to accept this, please feel free to respond to our email at your convenience.
Thank you for your feedback, it helps us improve, and we’re very sorry we didn’t get things right this time.
Sincerely, Aleksandra from the My 1st Years Management Team
“I love the bag, slightly on the pricier side but happy to pay for the lovely design. However, the personalised stitching of my daughter’s name just looks odd and not spaced correctly. I emailed and had a very prompt response saying that is how it is supposed to look and was given a goodwill gesture however will just like others to bear in mind for personalisation. It doesn’t look like the listing, not joined up letters and two of the letters are closer together than the others making it look very strange to me. Not sure if it is just the combination of these particular letters. If I had known it would have looked like that I don’t think I would have ordered so could be worth having a function to view what it would look like before you purchase.”
Hi, thank you for taking the time to share your feedback. We’re so pleased to hear you love the design of the bag, though we’re sorry to learn that the personalisation didn’t meet your expectations.
We’ve reviewed the photos and can confirm that the stitching matches the font style chosen for this product, and there is no fault or damage to the embroidery itself. That said, we completely understand how font spacing can feel different depending on the combination of letters, and we appreciate you raising this.
Your comments are really valuable, and we’ll be passing your feedback to our product team for review, including the suggestion for a preview tool to help customers better visualise the final result.
Thank you again for your honest feedback and for shopping with My 1st Years.
Sincerely, Aleksandra from the My 1st Years Management Team
“Item was a gift for my niece and it arrived damaged, clearly no quality control had taken place. First contact I was offered a voucher towards a future purchase, then they will only consider a refund or replacement once the damaged item has been returned. Leaving it too late to get a replacement in time. Poor customer service and product”
Hi, thank you for your feedback, and we're truly sorry to hear that the gift for your niece arrived damaged. We understand how frustrating and disappointing this must have been, especially for a special occasion.
We’ve offered all available options to make things right, including a free return for either a replacement or a full refund, as well as a gesture of goodwill towards a future purchase. We're sorry to hear that you were not happy to return the item, but unfortunately, we do require the item back to proceed with a refund or replacement in line with our returns policy.
We completely understand that the timing was not ideal, and we do appreciate your feedback - it will be shared with the relevant teams to help us continue improving both our service and quality control.
Sincerely, Aleksandra from the My 1st Years Management Team
“We were sent the wrong bag and not compensated for this. I eventually sorted with customer service - though i found the process upsetting and felt ignored /like i was talking with a robot and not a human. Once the rucksack came i was disappointed with the quality. What i thought was embroidery was a patchy iron on transfer”
Hi, thank you for your feedback, and we're very sorry to hear about your experience. We’ve reviewed the correspondence and can confirm that our team offered every possible resolution available to try and make things right. As requested, we processed a replacement in the end to ensure you received the correct item.
We’re truly sorry that you felt disappointed with the process and the outcome; that’s never how we want any of our customers to feel. Your comments have been shared with the wider team to help us improve moving forward. Thank you again for taking the time to share your thoughts.
Sincerely, Aleksandra from the My 1st Years Management Team
“Item has not turned up as per timeframe given at time of ordering. Very disappointed as it was for a birthday gift and we've now had to source an alternative present.”
Hi, thank you for taking the time to leave a review. While we're grateful for your feedback, we're saddened to hear that not everything met your expectations. We truly appreciate your comments, as they help us improve and provide a better experience for all our customers. If you’d like to discuss your experience further, please feel free to send an email to support@my1styears.com with the subject 'Review - Aleksandra'
Sincerely, Aleksandra from the My 1st Years Management Team
