(From Feb 6/15)Warning/Caution to all parents living in Toronto: Be careful in purchasing anything substantial from a store called Lil' Niblets on Avenue Road. I had a good experience buying small items in the past that I simply walked in and picked out myself but just last week we purchased a [redacted] in prep for our trip to BC at the end of month. We opened up the stroller straight out of the box just this morning only to find that one of the securing snap buttons that connects the seat to the frame was broken. The cap to the button literally hit the floor as we opened it up. I thought oh well no big deal I will just call the store and get them to set aside another one and exchange it next week....I am shocked. I have now just spent all morning on the phone with the manager of the store who supposedly also spoke to the owner of the store which makes this story even more appalling. They informed me that they would not accept a refund and would have to first speak with the [redacted] company for next steps as this is [redacted]'s policy. Yes they were confident it could be resolved relatively quickly in some way, but I was told they may need to just repair the item we have??!?!?!?! Repair the item? I simply want the new item we paid for!! Why would I want to go through warranty on an item that was sold to me as defective? Obviously, we said this was unacceptable and simply wanted to return the item or exchange it for the exact same item so that the store would even still keep our business!!! They would not even entertain the idea of fully replacing the stroller without confirming with the [redacted] rep what [redacted] could do. I said I would bring the item in next week so they could see the issue in person but they still would not offer any kind of guarantee on replacing it. They requested a photo and I said I would send one under the assumption that this meant that they would replace the stroller but that I was busy dealing with a sick baby and I explained I did not understand why it mattered since their return policy is 14 days and I was planning to return the item, with the tags on, with original packaging anyway. Horrible customer service and completely unexpected. They even suggested that the fine print on my receipt excluded the situation because returns were for items in 'original condition' only and I guess I can't 100% prove that the item was straight out of the box since no one from the store was with me in my home when I opened the box (Duh)....I suppose this suggests that we are lying and that this was not the condition in which we received the itemâ¦.Nice way to treat your customers. Well after the entire morning having gone by now, [redacted] told Lil Niblets that they would only replace the fabric. However, somehow, perhaps with my intense persistence, the store is now giving us a new stroller from their inventory and will get new fabric for the one we have here and rectify the situation themselves with us excluded from the rest of the process....which is all I would have expected in the first place. I suppose they will now resell our stroller once they get new fabric on it (which I wouldn't want in case the item is just defective somehow). So be careful fellow parents!
I had 2 issues with things purchased from Lil NIblets. Neither of them being their fault as they were defective from the manufacturer. Both times I emailed my issue to them and never heard back. So I simply called to speak to the store manager. The first time my brand new [redacted] stroller was crushed. There was no way we could have done this and when we brought it into the store even the manager said she had never seen anything like it. I was a week from my due date and with pleasure she gave us a new stroller on the spot even though she said it was company policy that we go through the manufacturer. Excellent customer service and a pleasure to deal with. She went above and beyond and because of this I will continue to shop there. The second time I had an issue with my glider. I contacted the manufacturer and they told me although that's what's stated on the warranty to contact lil NIblets instead. I contacted Stephen and within a day he had ordered a replacement chair for me. I love the customer service and highly recommend lil NIblets
(From Feb 6/15)Warning/Caution to all parents living in Toronto: Be careful in purchasing anything substantial from a store called Lil' Niblets on Avenue Road. I had a good experience buying small items in the past that I simply walked in and picked out myself but just last week we purchased a [redacted] in prep for our trip to BC at the end of month. We opened up the stroller straight out of the box just this morning only to find that one of the securing snap buttons that connects the seat to the frame was broken. The cap to the button literally hit the floor as we opened it up. I thought oh well no big deal I will just call the store and get them to set aside another one and exchange it next week....I am shocked. I have now just spent all morning on the phone with the manager of the store who supposedly also spoke to the owner of the store which makes this story even more appalling. They informed me that they would not accept a refund and would have to first speak with the [redacted] company for next steps as this is [redacted]'s policy. Yes they were confident it could be resolved relatively quickly in some way, but I was told they may need to just repair the item we have??!?!?!?! Repair the item? I simply want the new item we paid for!! Why would I want to go through warranty on an item that was sold to me as defective? Obviously, we said this was unacceptable and simply wanted to return the item or exchange it for the exact same item so that the store would even still keep our business!!! They would not even entertain the idea of fully replacing the stroller without confirming with the [redacted] rep what [redacted] could do. I said I would bring the item in next week so they could see the issue in person but they still would not offer any kind of guarantee on replacing it. They requested a photo and I said I would send one under the assumption that this meant that they would replace the stroller but that I was busy dealing with a sick baby and I explained I did not understand why it mattered since their return policy is 14 days and I was planning to return the item, with the tags on, with original packaging anyway. Horrible customer service and completely unexpected. They even suggested that the fine print on my receipt excluded the situation because returns were for items in 'original condition' only and I guess I can't 100% prove that the item was straight out of the box since no one from the store was with me in my home when I opened the box (Duh)....I suppose this suggests that we are lying and that this was not the condition in which we received the itemâ¦.Nice way to treat your customers. Well after the entire morning having gone by now, [redacted] told Lil Niblets that they would only replace the fabric. However, somehow, perhaps with my intense persistence, the store is now giving us a new stroller from their inventory and will get new fabric for the one we have here and rectify the situation themselves with us excluded from the rest of the process....which is all I would have expected in the first place. I suppose they will now resell our stroller once they get new fabric on it (which I wouldn't want in case the item is just defective somehow). So be careful fellow parents!
I had 2 issues with things purchased from Lil NIblets. Neither of them being their fault as they were defective from the manufacturer. Both times I emailed my issue to them and never heard back. So I simply called to speak to the store manager. The first time my brand new [redacted] stroller was crushed. There was no way we could have done this and when we brought it into the store even the manager said she had never seen anything like it. I was a week from my due date and with pleasure she gave us a new stroller on the spot even though she said it was company policy that we go through the manufacturer. Excellent customer service and a pleasure to deal with. She went above and beyond and because of this I will continue to shop there. The second time I had an issue with my glider. I contacted the manufacturer and they told me although that's what's stated on the warranty to contact lil NIblets instead. I contacted Stephen and within a day he had ordered a replacement chair for me. I love the customer service and highly recommend lil NIblets