Resolution Reached with Faulty product
I purchased this item in Sept 2021 a couple months before baby was born as I know it is often out of stock. The customer service team advised me not in stock until end of Oct which was fine as not needed until Nov. So it arrived 8 weeks after I purchased it. I removed the packaging and washed it immediately as with any item coming into contact with baby. When my baby was born I was unable to use it on him as he had a few issues but when he was 5/6 weeks old we tried it and initially was ok but after 10mins of wearing around the house my baby started to sag and slip down and not be in the safe position. I contacted customer care who pointed out the obvious things i already checked. I.e I used their online sizing chart to get the correct size. UK 16 so they said buy a Large. They showed me a tutorial again i already did this on Youtube. They asked me to move to the second type of wearing and not do the first one. Ok. So after a couple weeks I tried it again in the 2nd position using the strap included did the same issue. I rewashed the ktan and same issue afterwards baby sagged down and was at my belly. The fabric is too stretchy and sizing is off. I contacted customer services again advising them I tried all suggestions and the next technique and nothing worked and asked if I could perhaps try a medium or send back for refund as it is not complying with what they said and the sizing is off or maybe faulty. They reaponded I was passed 14 days refund after purchase!! 14 days!!!!! I purchased 2 months before my baby was born! What the Hell is that. And they said nothing they can do. I asked them to put forward the communication to complaints team. They never responded. This company are happy to take your money but they don't care about quality of their products or their customers. I wasted all that money on something that is not aafe or comfortable for my back and my babies back. What can I do with it? I can't even sell it to someone as health and safety issues I wouldn't want to be responsible for that. *********************************************** **UPDATED March 2022- I have since been in contact with Customer service in the USA who have apologised for the previous contact with the UK distributors and offered a full refund. I have advised the Customer service member that due to sizing and this item being purchased in advance the return policy needs to be flexible. I hope they do take this onboard and adjust their existing policy. My recommendations to others is before buying send your measurments to the team and ask them to check against the products they have. If not suitable no money and time wasted. Such a great concept but the sizing needs to be looked into.