“I love the products, however the care that is put into the packaging and ensuring the box arrives without damage is sadly unsatisfactory. My 1st years have now tried 3 times to send a box without damage, photos attached. This was for a special occasion and now becoming very embassing.”
Hi, we’re very sorry to hear about the issues with the packaging and delivery of your order. Please be assured that we have a dedicated quality team in place, and we take feedback like this very seriously.
We will be speaking with the courier to ensure extra care is taken during transit so that your items arrive in perfect condition in the future. We completely understand how frustrating and embarrassing this must have been for your special occasion and appreciate your patience. Thank you for bringing this to our attention.
Sincerely, Aleksandra from the My 1st Years Management Team
“Bought 6 of the personalised plain pencil cases and completely regret. They are of extremely poor quality and the fabric is really cheap and flimsy and it’s all creased. Waste of money. Can’t use as gifts.”
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
Hi, thank you for your feedback. We’re sorry to hear your order was not delivered as expected. We have raised the issue with Evri and can confirm that the refund has already been processed on our side. If you need any further assistance, please contact our customer service team directly.
Best regards, Aleksandra, Management Team, My 1st Years
“The bags unfortunately aren’t as they look on the photos, when the stitching was different & the colours different I contacted customer services & was told that the bags advertised were just samples & there was nothing they could do, I was shocked as surely what you will actually receive should be what the photo is advertising the product, I’ve seen a lot of reviews saying the same on different bags so they’re obviously all different to what is advertised, very disappointed as I was so excited to receive the bag & now I’m going to have to order from somewhere else so my daughter has a nice bag ready for nursery.”
Hi, we’re sorry to hear that you’re not happy with the bag. Please be assured we do our best to represent our products on the website as clearly as possible. I can see that we offered you the option to return the product, and as requested, we applied a store credit for the amount spent. We appreciate your feedback and will continue working to improve the accuracy of our listings.
Best regards, Aleksandra, Management Team, My 1st Years
“I accidentally spelt Reuben as Rueben, my error. But your company wants me to buy complete new tonie box, rather than help me ( willing to pay but not £80 ) rectify the mistake”
Hi, we’re very sorry for the disappointment caused. Unfortunately, we’re unable to replace your order, as the personalisation on this product cannot be removed or altered, meaning it’s not resalable. As outlined in our terms and conditions, we’re not able to offer replacements or refunds in cases where the customer has made a spelling error or changed their mind after ordering. We do understand how frustrating this must be, and we’re sorry we can’t offer a different outcome on this occasion.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, thank you for your comment, and we’re very sorry for the delay with your order. We can see that it has now been delivered, so please do check at your delivery address. If you have any further issues or haven’t received it, please don’t hesitate to contact us and we’ll be happy to help.
Best regards, Aleksandra, Management Team, My 1st Years
“Personalised hat arrived with really rough stitching on the underside, exactly where it would sit against the baby’s head. On complaining I was offered 10% off my next order! Very disappointed.
Have used this company before and been happy with the items so hoping it was a one off but not happy with their response in this case.”
Hi, thank you for your feedback. We want to clarify that with embroidery personalisation, some stitching can be visible on the underside; however, it is not harmful and is standard for this type of product. We initially offered £10 off your next order if you chose to keep the item. Since you requested a full refund, we explained that we would need to arrange collection of the item first, but unfortunately, we never received a response from you regarding the return. If you still wish to return the product, please contact us and we’ll be happy to assist.
Best regards, Aleksandra, Management Team, My 1st Years
“The present I ordered for my niece’s first birthday didn’t arrive. Their courier partner delivered despite me stating not to leave in a safe place. When I spoke to 1st Years customer service they said I would need to report to police for a crime reference number despite this. I escalated the issue and was told I would be called within 3 working days - it’s been a week and still no reply. Awful service and remain out of pocket with no gift and no follow up. Avoid”
Hi, thank you for your feedback. We’re very sorry to hear about the trouble with your delivery. Please understand that requesting a crime reference number is standard procedure when a parcel is reported lost or stolen, as outlined in our terms and conditions. This is necessary for us to proceed with any investigation or compensation.
We note that you have not completed the required online form to obtain this reference number, which means we are currently unable to assist further. The manager has also reached out to you via email to explain that providing the crime reference number is essential.
We appreciate your understanding and are here to help once the necessary information is provided.
Best regards, Aleksandra, Management Team, My 1st Years
“I ordered 3bags i just got 1 box. It was so embarrassing to gift someone without a box. I complained n many times but theirs reply was just delayed by asking simply questions n of no help in real. The colour of the bag is different from the pictures. Not a good experience at all. I regret sending so much money as it was not worth it. N customer service also is very poor.”
Hi, we’re very sorry to hear about your disappointing experience. We understand how frustrating it must have been to receive only one box for your three bags and the delay in resolving your concerns.
We’ve checked our records and can confirm that replacement boxes were sent to you via express delivery. We truly apologise if this caused any inconvenience. Regarding the colour difference, we appreciate your feedback and will review our photos to ensure they better represent the products.
Best regards, Aleksandra, Management Team, My 1st Years
“Disappointed with service , special birthday gift arrived late despite paying extra , not delivered on day due but 3 days late. Have previously bought lots and happy with quality sadly this time we feel the quality isn’t as good , won’t be buying again”
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
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
“Poor service. I complained that my parcel hadn't arrived, was told it was being returned because delivery people said that no-one could accept my parcel, I have cctv and ring door bell and the parcel wasn't or attempted to be delivered, when I explained this I had the parcel within 24 hours!”
Hi, thank you for sharing your experience, and we’re sorry for the confusion and inconvenience caused during delivery. We understand how frustrating it must have been to feel your parcel wasn’t properly delivered. We’re glad to hear you received your parcel quickly once you got in touch, and we truly appreciate your patience throughout the process. Your feedback helps us work with our delivery partners to improve service.
Best regards, Aleksandra, Management Team, My 1st Years
“The backpack was supposed to arrive last week and it's still not here with no updates! This is my first time ordering here and it was a gift for my friend's son! Very disappointed”
Hi, thank you for your feedback, and we're sorry for the delay. There are updates on your order, and it is currently out for delivery. Please note that international orders can sometimes take longer than expected. We appreciate your patience and hope the gift arrives soon. If you need any further assistance, please feel free to contact us.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we're so sorry to hear you haven't received your parcel. Please reach out to our customer support team at support@my1styears.com so we can look into this for you and get it resolved as quickly as possible. Thank you for your patience.
Best regards, Aleksandra, Management Team, My 1st Years
“unfortunately despite getting in touch directly with Evri and with 1st years I still have not taken delivery of my items so am unable to review - would love to be able to say I have the named bunny and doll but I have no idea where they are...”
Hi, thank you for your feedback, and we're really sorry to hear that your order hasn't reached you yet.
We’ve already raised an investigation with Evri regarding the delay, and we're closely monitoring the situation. If your parcel still hasn’t been delivered by the end of today, please don’t hesitate to get in touch with our customer service team directly and we’ll be more than happy to assist further and make sure this is resolved for you as quickly as possible.
Best regards, Aleksandra, Management Team, My 1st Years
“I am really disappointed with their service.
I always order with them never had any issues this time around I ordered two backpacks for my nephew and niece and selected two boxes one each and a note and along with that I was qualified for a free bunny gift. When arrived both bags were tucked in one box no message no free bunny and when emailed them about it I got an automated message saying someone will contact and it’s been over a week now no contact from them”
Hi, thank you for your feedback. We’re very sorry to hear about the issues you’ve experienced with your order and the lack of follow-up.
We do not have any record of contact from you in our system, so please do get in touch with us directly at support@my1styears.com. Our team will prioritise your case and work to resolve this for you as quickly as possible.
We appreciate your patience and look forward to hearing from you soon.
Best regards, Aleksandra, Management Team, My 1st Years
“First time using the company as recommend by a friend. I ordered over a week ago and paid for next day delivery and still haven’t received my order. The frustrating thing is every email I send I have to wait ages for a reply to find out what is happening. We are on day 10 and I still don’t no if my niece will ever get her birthday present.”
Hi, thank you for your feedback, and we're truly sorry to hear about your experience — this is certainly not the level of service we aim to provide.
We sincerely apologise for the delay in receiving your order, especially given that you selected next day delivery, and for the frustration caused by the slow response time. We completely understand how disappointing this must be, particularly with your niece’s birthday approaching.
Please be assured that our team will be in touch with you shortly to provide a full update and work toward a resolution as quickly as possible.
Thank you for your patience, and again, we’re very sorry for the inconvenience caused.
Best regards, Aleksandra, Management Team, My 1st Years
“I was very excited to finally try My 1st Years and ordered personalised items for my son but they use Evri as their choice of courier. When I hadn’t received my item over a week later I followed the tracking which showed it had apparently been delivered which it had not. No way to get in touch with Evri. Why would they choose Evri to deliver their parcels, they are notorious for this, I basically lost my money. Will never buy from here again or recommend them.”
Hi, thank you for your feedback, and we’re very sorry to hear about the frustration caused by the delivery experience.
According to the tracking information, your parcel was delivered to the selected parcel shop as requested. However, we completely understand your concern. We have already arranged for a replacement to be sent out.
Your replacement order will be processed today, and you’ll receive confirmation and tracking details as soon as it’s on its way.
We truly appreciate your patience and hope this resolution helps restore your confidence in us.
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
Hi, thank you for your feedback, and we’re sorry to hear that you were disappointed with the size of the blanket you received.
We do our best to provide clear product descriptions, including measurements, on our website so customers know exactly what to expect before placing an order. We're sorry if this wasn’t as clear as it should have been in this case.
Your comments have been noted, and we’ll review the listing to ensure the information is as visible and helpful as possible.
Best regards, Aleksandra, Management Team, My 1st Years
