“1 item and 3 replacements too follow and all were damaged, transportation may well be the culprit to the damage but poorly packed items plays a roll, customer service has been very helpful”
Hi, thank you for your feedback. We’re very sorry to hear that multiple items arrived damaged. We completely understand how frustrating this must be. We appreciate your understanding regarding transit and are glad our customer service team has been able to assist. Your comments about packaging will be passed on to help improve future deliveries.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re sorry to hear you feel this way. Unfortunately, we are unable to amend billing information once an order has been placed, as our system does not allow changes at that stage. We sincerely apologise for any inconvenience this may cause.
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, we’re very sorry for the mistake with the name, and we completely understand your frustration. Please contact us directly so we can make it right and ensure the correct name is used next time.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear about the delay and understand your disappointment. Upon checking, it appears your order has already been delivered. If you haven’t received it, please contact us directly so we can help resolve this for you.
Best regards, Aleksandra, Management Team, My 1st Years
“I placed my order on 18-10-25, I received a parcel on 23-10-25, on opening it was not my order but an order that should have been sent to Australia!
I emailed straight away, and was asked to send photos, which I did.
Aleksandra (Customer Services Manager) apologised, stated my order had been located in your system and asked if I would like the order sent express delivery, I confirmed straight away I would like my order sent out.
I didn’t not receive any confirmation stating my order had been sent nor did I receive my parcel!!
I emailed again and was told we don’t send orders express delivery to Australia!!! I am in the UK!
I tried ringing several times to speak to someone but was informed, very busy and to email, which I did again!
We saw the new baby but had no gift to give due to being sent the wrong order!
I emailed again and my order was sent out to me, received on 31-10-25!
I was offered £10 on my account for a future order, I find this unacceptable after all the emails, unable to speak to someone and now having to pay postage to send to recipient!!
I had to ask what to do with the order received for Australia, informed to give it to charity!! Another task I have to sort!!
To say I am disappointed is an understatement! It does not reflect well on your company’s reputation!
I am still awaiting a reply regarding the £10 voucher!”
Hi, we are truly sorry for the mix-up with your order. This should never have happened, and we completely understand your frustration given the delays and inconvenience caused.
We can see that your correct order has now been replaced and delivered. As an apology for the issues you experienced, we have applied £20 store credit to your account for future purchases.
Regarding the order you received in error for Australia, if donating it to charity isn’t possible, please let us know and we can arrange a collection to have it returned.
We sincerely apologise for all the inconvenience and appreciate your patience throughout this process.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re sorry to hear that your parcel have not been received. We did email you requesting further information so that we could raise an investigation, but unfortunately, we never heard back. Please get in touch with us with the requested details, and we’ll be happy to assist you further.
Best regards, Aleksandra, Management Team, My 1st Years
“Worst customer service ever! I paid for personalised box which came torn but had to gift to recipient without the day after recieving it. Once I contacted them they kept mailing back saying sorry we can send out a new one or a credit your account?? But I don't need a new one and I paid using money so why should my account be credited I want a refund! Will be taking further actions”
Hi, we’re very sorry to hear about the condition of your personalised box and the frustration this has caused. As the box is provided free of charge, we’re unfortunately unable to offer a refund. However, we would be happy to either replace it or provide store credit for future purchases. If you would like to discuss this further, please don’t hesitate to get in touch with us. We sincerely apologise for the inconvenience and appreciate your understanding.
Best regards, Aleksandra, Management Team, My 1st Years
“I would like to make a complaint please and ask for a replacement or reimbursement please.
I ordered a lovely gift which arrived later than expected but when it did the box was damaged. I had paid to get it personalised so it could be used as a keepsake so I am even more disappointed that it arrived in this condition
I look forward to hearing back from you soon.
Thanks. Denise”
Hi, we’re very sorry to hear that your gift arrived damaged, especially as it was personalised and intended as a keepsake. Please get in touch with us directly so we can discuss a suitable resolution. We sincerely apologise for the disappointment and inconvenience caused.
Best regards, Aleksandra, Management Team, My 1st Years
“I'm very disappointed with my experience of My 1st Years and feel I was mis-sold. I spent over £100 on a personalised gift and was lead to believe that the gift would be presented in a gift box. When the Tonie box arrived it was in it's manuacturers box and the small story character was presented in a very small 'My 1st Years' giftbox. At no point along the journey was I informed that the gift would not fit in the gift to be provided.”
Hi, we’re very sorry to hear that your recent experience with My 1st Years did not meet your expectations. Unfortunately, we do not currently have a gift box available that fits the Tonie Box, which is why it was sent in its manufacturer’s packaging only.
We completely understand your disappointment and will pass your feedback on to our team to help us improve our services in the future.
Thank you for taking the time to share your experience, and we sincerely apologise for any inconvenience caused.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear you haven’t received your item. We’ve contacted the courier to investigate what happened. Please get in touch with us directly so we can resolve this for you as quickly as possible.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re so sorry to hear about the delivery issues you’ve experienced, and we completely understand how frustrating that must be. We’re glad you’re happy with the products themselves, and we’ll be sure to pass your feedback on to our courier to help prevent this from happening again. Thank you for your patience and understanding.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry for the confusion. We received information from the courier stating there was an issue with the address, but we appreciate your reassurance that the address is correct. We are currently waiting for an update from the courier and will keep you informed.
Best regards, Aleksandra, Management Team, My 1st Years
“One of the blankets I bought absolutely stunk. Smelt of damp and mildew. I don't know if it had been used by someone else and sent back, or just stored badly, but I would not be happy to put a baby in it either way.”
Hi, we are very sorry to hear this. This has never happened before, and we are happy to investigate further. To do so, we would require you to return the product free of charge. Please get in touch with us at support@my1styears.com with the subject line 'Review – Aleksandra' to arrange the return. Looking forward to hearing from you.
Best regards, Aleksandra, Management Team, My 1st Years
“I ordered a dressing gown last year for my granddaughter and material was so thin left very dissapointed due to this will not be ordering again from first years shame because previous I have had some nice items”
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 package on time and had to go and collect it myself due to the civic number not being added although it was correct on my initial order. Really disappointing experience.”
Hi, we’re very sorry to hear about the delivery issues and the inconvenience this caused. Thank you for letting us know about the civic number issue. We’ll review our processes to help prevent this in the future. We truly appreciate your feedback and hope that despite the experience, you are happy with your purchase.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear that you haven’t received your parcel yet.
We can confirm that a replacement was sent and our records show that it has been successfully delivered. Please check with your household, neighbours, or parcel drop-off points in case it was received on your behalf.
Best regards, Aleksandra, Management Team, My 1st Years
“Product arrived dirty and ruined. Sent in photos and as a ‘gesture of goodwill’ they offered me £15 voucher on my next purchase (meaning I will only benefit if I spend more money with them). If something arrives ruined you are usually offered a new item or money refunded. Awful customer service”
Hi, we’re very sorry that your product arrived in this condition. As mentioned previously, we’ve also offered the option to return the backpack for a replacement or a full refund, however, we haven’t heard back from you yet. Please reply in the same email thread so we can resolve this for you as quickly as possible.
Best regards, Aleksandra, Management Team, My 1st Years
“The items still haven’t arrived. Evri wouldn’t have been my chosen shipping company but I didn’t have a choice and now my items are stranded with a third party for a week! Very disappointed as thiese were meant to be birthday gifts for my daughter. I could have ordered it from the high street for much cheaper and much quicker!”
Hi, we’re very sorry for the delay and the disappointment this has caused. We’ve emailed you regarding your order and have offered a replacement for the lost items. Please check your inbox so we can resolve this as quickly as possible. Thanks!
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.
