“I placed an order on the website for two items totalling £75.00, I did not receive a confirmation. Contacted My 1st Years customer service, they hadn't received the order, one of the items now out of stock, the other still available to order but they refused to honour the discount. Customer service was dreadful, weren't able to give a date for new stock because 'that department' were not answering!
I have used My 1st Years before and the product was good, however as customer service is so poor I wont be ordering again.”
Hi, we’re really sorry to hear about your experience and appreciate you taking the time to share this feedback. It’s disappointing to learn that your order didn’t come through correctly and that you weren’t given the level of support and clarity you expected from our customer service team.
This is not the standard we aim to provide, and we understand how frustrating it must have been. We will make sure your comments are passed on to the relevant teams so we can review what happened and improve both our ordering process and communication between departments.
We’re grateful that you’ve ordered with us before and were happy with the product quality, and we truly hope we’ll have the chance to restore your confidence in us in the future.
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 understand that your experience did not meet your expectations, and we want to assure you that we take your feedback seriously. 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 ASAP?
Thanks so much! Shannon- My 1st Years Management Team.
“Unfortunately the gift i ordered didnt arrive by the advertised date- it was only sent on the date it was due to arrive meaning I was unable to gift it. I contacted customer services who were unhelpful surrounding the matter and was unable to offer any resolution”
Hi, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. We understand the importance of timely delivery and regret that we were unable to meet your expectations in this instance. At My 1st Years, we always strive to provide the best service possible to our valued customers. We understand that certain orders may be time-sensitive, and we recommend choosing our express delivery service for urgent needs. This option ensures quicker delivery and can help meet your deadlines more effectively. Your satisfaction is of utmost importance to us, and we are committed to improving our services based on valuable feedback from customers like you. Please feel free to reach out to support@my1styears.com with the subject 'Feefo - Shannon' with any further comments, concerns, or suggestions you wish to share. Shannon- My 1st Years Management Team.
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 understand that your experience did not meet your expectations, and we want to assure you that we take your feedback seriously. 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 ASAP?
Thanks so much! Shannon- My 1st Years Management Team.
“I never received what was meant to be my son’s first nursery bag. After a lot of back and forth there was no resolution, so I have just sent the company money to receive nothing.”
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 understand that your experience did not meet your expectations, and we want to assure you that we take your feedback seriously. 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 ASAP?
Thanks so much! Shannon- My 1st Years Management Team.
“I never received my parcel. The whole experience has been farcical! If only I could post the email trail. Can’t even believe you are asking me to right a review. Unbelievable”
We’re very sorry to hear about your experience and completely understand your frustration. We can confirm that your order has now been refunded in full, as it was unfortunately lost with our courier.
We always aim to provide a smooth and reliable service, and we regret that this did not happen in your case. Your feedback is taken seriously, and we are reviewing our processes to prevent this from happening in the future.
If there’s anything further we can assist you with, please do not hesitate to reach out.
Best regards,Shannon ,Management Team, My 1st Years
“It took 3 orders to get the product 'right'
Order 1- embroidery stitched wonky, partially on seam.
Order 2- design incorrect
Order 3- correct, then started to fall apart after 1st use.
Each time CS made me return yhe bag before they would resend, I also didn't get an apology or any kind of care in the responses from customer services until I escalated this. Currently sent in a complaint on faulty bag 3. I don't hold out any hope of a decent resolution.”
Hi, we are truly sorry to read about your experience and especially that it took three attempts to get the correct product, only for it to then develop a fault after first use. That is absolutely not acceptable and we completely understand why this has left you feeling frustrated and let down. We are also very sorry that you felt the service you received along the way lacked care and apology. That is not how we aim to support our customers, and we sincerely apologise for that as well.
Your feedback has now been passed to the relevant internal teams and to our supplier so that this can be properly reviewed and improvements can be made to prevent this from happening again.
We have also now emailed you directly with a proposed resolution, and we genuinely hope this will go some way towards making this right for you.
Thank you for taking the time to share your experience. While we are very sorry it happened, we do appreciate the opportunity to learn from it and improve.
Best regards, Aleksandra, Management Team, My 1st Years
“They take no responsibility for late orders or the fact that they can’t fulfill an order. Ordered a robe full price and asked because they have taken 10 days to sort to upgrade shipping for £2 and there not willing to do this is very poor . Customer service really poor and don’t care”
Hi, we’re very sorry for the delay you’ve experienced and completely understand your frustration. At the moment, we are running behind on delivery dates due to the increased volume of orders over the festive period. We will, of course, pass your feedback on to the relevant team so they are aware of your experience. We sincerely apologise for any inconvenience this has caused and appreciate your patience and understanding during this busy time.
Best regards, Aleksandra, Management Team, My 1st Years
Hello, we’re very sorry to hear this. As a reminder, we are unable to accept personalised items for a refund due to the nature of the product. However, if you would like to consider returning the item for store credit or a replacement, please feel free to get in touch with our customer service team. We’ll be happy to help.
Best regards, Aleksandra, Management Team, My 1st Years
“I would not use this company again!
I ordered a dressing gown for my little boy, it arrived with the name spelt wrong. Therefore a new dressing gown was sent out, this was also incorrect and was missing the cars that should have been printed on.
I asked for a refund however the company would not do this until I sent both items back, even though I had provided proof by sending photos of the items.
Despite wasting so much of my time sending me the wrong items twice they still wanted me to send faulty items back to process a refund.
Just avoid at all costs. I have 2 faulty items and no refund.”
Hello, we’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. We will pass this on to the relevant team to help ensure it doesn’t happen again.
The replacement item we sent had the correct spelling, but we understand that the design was missing, and we sincerely apologise for this oversight. In order to process a refund, we do need the items to be returned to us. If you change your mind or would like to proceed with a return, please feel free to contact our customer service team, and we’ll be happy to assist you.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, thank you so much for taking the time to leave a review. While we’re truly grateful for your feedback, we’re genuinely saddened to hear that your experience did not meet your expectations in every way. At My 1st Years, we strive to provide the highest quality products and service, and we take all comments to heart.
Your feedback is invaluable to us, as it helps us identify areas where we can improve and ensure a better experience for all our customers. We are constantly learning and hearing directly from our customers allows us to make meaningful changes.
We sincerely hope that, despite this experience, you’ll consider giving us another opportunity in the future to provide you with the quality and service we aim to deliver.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear that you haven’t received your order. Please contact our customer service team as soon as possible so we can look into this and get it resolved for you.
Best regards, Aleksandra, Management Team, My 1st Years
“Hey,
The product arrived much later than it said it would and not in time for Xmas. There is nowhere I could find contact details to explain this and ask for a refund or compensation in some variety every mail I sent got a bounce back. The product itself is gorgeous but has missed its purpose unfortunately !”
Hi, we’re very sorry to hear that your order arrived later than expected and didn’t reach you in time for Christmas. We completely understand how disappointing this must have been. Please contact us at support@my1styears.com and our team will be happy to look into this for you and assist with a resolution.
Best regards, Aleksandra, Management Team, My 1st Years
“Lovely products and prompt delivery but inaccurate wording in the Christmas card which I informed you about by email and also via your website but received no response.
Although the omission of the number 4 may seem minimal, I think the lack of response is poor.”
Hi, thank you for your feedback, and we’re very sorry to hear about the issue with the wording on the Christmas card and for the frustration this has caused.
We have checked our records but unfortunately we haven’t been able to locate the email or website message you mentioned. That said, we completely appreciate how disappointing it is not to receive a response, and we apologise for that.
So that we can look into this properly and resolve it for you as quickly as possible, could you please contact us directly at support@my1styears.com? As soon as we receive that, one of our customer care team will be very happy to investigate and assist you.
Thank you for bringing this to our attention, and we’re sorry again for the inconvenience caused.
Sincerely, Aleksandra from the My 1st Years Management Team
Hi, thank you for your feedback. We appreciate you taking the time to share this. We’re sorry if anything about the ordering process was unclear, as we always aim to make all product details and options as transparent as possible. Your comments are very helpful and will be used to review how we present information, so we can continue improving the experience for our customers.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear that you haven’t received your order. Please get in touch with our customer service team so we can look into this and resolve it for you as quickly as possible.
Best regards, Aleksandra, Management Team, My 1st Years
Hi, we’re very sorry to hear your order wasn’t delivered. We’ll pass this feedback on to the courier to prevent it from happening again.
We can confirm that your refund has been processed by our customer service team as requested. Thank you!
Best regards, Aleksandra, Management Team, My 1st Years
“Ordered 3 backpacks for christmas 1 arrived and the other 2 didn’t spoken to customers service and was advised it was delivered and made me go check the Bins for the Brown box for proper and found out it wasn’t delivered and it was only one backpack”
Hi, we’re very sorry to hear about the trouble with your order and completely understand your frustration. We’ll pass your feedback on to the relevant team to help prevent this in the future.
We can see that our customer service team has arranged a replacement for the missing items, and these should have been delivered by now. Any issues, please get in touch.
Best regards, Aleksandra, Management Team, My 1st Years
“Very bad customer service. Surely will not recommend to anyone. Besides delay in delivery, parcel arrived broken and soaking wet which unfortunately damaged the whole parcel which originally was a personalized baby gift. No response received from merchant when issue was reported about the damaged caused. Never again!”
Hi, we’re very sorry to hear that your order arrived wet and damaged. Our customer service team did try to resolve this directly with you; however, we understand that you chose to dispute the payment.
We’ll also raise this feedback with the relevant team to help ensure it does not happen again in the future.
Best regards, Aleksandra, Management Team, My 1st Years
“Spent a lot of money, gift box was damaged and all the fluff from the cardboard was all over the personalised items! Sent a message on Instagram and done a review and no one has contacted me back, awful service!”
Hi, we’re very sorry to hear about the issues with your order. Unfortunately, we’ve been unable to locate your contact, but please email our customer service team at support@my1styears.com and we’ll be happy to look into this and resolve it for you.
Best regards, Aleksandra, Management Team, My 1st Years
