Pinklining Reviews 

I ordered a changing bag as a gift for a friend. The delivery time was adequate, the quality of the product was excellent. It was expensive, but the quality was worth it for me.

I'd been looking longingly on the Pink Lining website for some time at their range of baby changing bags but couldn't justify the price. Plus the fact my pram came with a free, perfectly acceptable (but dull) changing bag anyway.

I was therefore really excited when I checked their "sale" page and found the very bag I'd been looking at had been reduced by £25. I immediately added it to my basket and made payment online. The next day (Monday) I received an email confirming my order would be with me within 3-5 days. Again I was really excited and eagerly awaited Friday by which time my bag would surely arrive.

However, on Tuesday lunchtime I received an email from Pink Lining advising that the product was not actually in stock and therefore I could either have an alternative product at the same price or my money back. I therefore went onto the website to select another product. However, there were no other products available for the sale price; they had all either been sold since I made my order 2 days before or they were never actually in stock and had since been removed from the website. I therefore emailed them back explaining this and asking whether I may have an alternative bag at the sale price considering the payment had been taken from my account already as a result of their error. I received reply today (Wednesday) to say that their new site was experiencing teething troubles and unfortunately they were unable to offer any alternative products at the price I had already paid!

Now I have worked in retail for a number of years and know from experience that without happy customers and a glowing reputation, a retail company wont get very far at all. It seems a shame that they could not provide a high enough level of customer service to offer an alternative product. Yes this may mean a slight loss of profit for the company but at the end of the day they sell their bags at an rrp of £79, not cheap! I'm sure that to ensure I was a happy customer and that I would buy more products in the future they could have absorbed the loss of £24 and given me an alternative product.

Overall very disappointing. Interesting that the final email I received was an acknowledgement from the company that yes it was their error and no it was not my problem that their website was not operating properly but that there was nothing they were going to do about it regardless of these facts.

A real shame as their products are lovely, just their awful customer service and misrepresentation of products for sale on their website really lets them down. I'll now await my refund (which I'm sure will take much longer to go back into my account than it did for them to take out!). Would have given 0 stars if possible!

Customer service is great, delivery was quick and products are gorgeous.