Babyplanetonline Reviews 

I purchased an iCandy Peach 7 for my daughter (for my grandson), but from the very first day of use we experienced multiple issues, including a serious safety incident. Following discussions with Baby Planet, a refund was agreed and the pram was returned to iCandy.

Despite having received the pram back at their offices on 9 June (with courier proof of delivery provided), Vanessa, Head of Customer Services, contacted us last week asking when we would be returning it. We immediately supplied the delivery evidence showing that iCandy had already received the pram.

Since then, we have repeatedly asked for clarification and an update on our refund. Unfortunately, Vanessa has not responded to any of our emails. Without support from babyplanet chasing this. We have now chased this matter five times over the past week without receiving a single reply.

This level of customer service has been extremely disappointing. It appears that the refund process is being unnecessarily delayed despite iCandy already being in possession of the returned pram. Based on our experience, we would not purchase from iCandy again and will be escalating this matter further if the refund is not processed promptly.

Ordered a travel system in the baby show in May and chased up today to be told there is a delay with the product, although if you go directly to I candy or even John Lewis you can get the product by next week.

I wouldnt have been notified if I hadn't chased, ive now asked cancellation policy as I only ordered given the time frame at the show said id get it mid June and now they dont have an update until early July.

My order was with the car seat so im unable to bring my baby home without it and wouldnt have ordered if we were told there maybe delays.

After I pointed out other retailers can deliver by next week ive been ignored, very poor!

We ordered a cot bed with a mattress and mattress protections.

The bed a Gaia Baby Leto Sleigh Cot Bed (£499.99 without discount) was damaged, scratches, gaps, pieces that hardly fit together, shoddy screw. One corner of the bed was cut off and painted over.

We took pictures, sent everything to Gaia Baby. They confirmed that the quality of this product is not acceptable and urged us to get in touch with Babyplanet to get compensations.

On the phone the person was very rude, kept blaming us for the bed's quality, refused to give us compensation, wouldn't let us talk and screamed the whole time (screamed at a pregnant woman I must add).

I would recommend to avoid buying from this website. It's the worst customer service I have ever experienced.

We attended the baby show in March 2026 and ordered a Maxi Cosi travel system. Was told stock would be available for delivery end of April 2026. Having received no updates on delivery I have constantly had to chase to be told it was delayed until the end of May, Mid June and now end of June. My due date as they have been made aware since the initial order is the 19th of June (2 days away). No effort has been made to arrange a replacement product, loan product, or compensation for us to arrange our own temporary hire. We emailed a complaint for urgent assistance 48 hours ago and have still received no reply or solution to help, despite them knowing our very urgent timeline, causing unnecessary stress at this time, for a product that is a legal requirement for us to leave the hospital. Awful service with no resolution, or help offered. We have already paid upfront and should not be put out by having to pay for hire costs because they have not been able to fulfil the delivery in time.

Missing product items, significant delays and absolutely terrible customer service. I would not recommend ordering from them ever

Very slow delivery, which I had to chase (and the response was slow for that too) even though they stated product was in stock. Took 2 weeks to be delivered.

I had ordered the wrong size and wanted to return (unused and unopened), quoted £25 for return shipping! When the courier they used only charged £8 for it. Seems like a way to put you off returning it.

Refund was issued promptly, though I emailed once it had been picked up courier as I suspected this would be slow too. 3 stars as the refund was issued quickly, but I won’t be ordering from them again.

I have ordered multiple items from Baby Planet now. A couple being at the NEC baby show in Birmingham, so I understand long delivery delays on these items as this was explained to me at the time. However, this week I ordered a 3 piece nursery furniture set, which on the website at the time, was listed as ‘in stock for delivery within 7-10 working days’. I have since been emailed to organise a delivery date in which they stated this could not be done until the end of June (well out of this 7-10 day window) so I feel particularly mislead by the lead times on the website - I would have chosen another supplier to order with if this hadn’t been displayed. They need to ensure information on the landing pages on the website is more accurate, overall experienced so many delays from this company.

We purchased a Silver Cross bundle which included a carry cot stand. The stand was missing from the delivery and only after I chased it was I informed there was a delay.

I was then told by email that the stand would arrive in May. May came and went with no stand and no update. After chasing again, I have now been told it will not be available until July.

The most frustrating part is being told that customers were informed of delays in advance when this was not my experience. I only received information after repeatedly contacting customer services. The communication has been inconsistent and the delivery dates provided have not been met.

I appreciate that supplier delays can happen, but customers should be given accurate information and proactive updates. Unfortunately, my experience has been disappointing and has added unnecessary stress at a time when we were preparing for the arrival of our baby.

Based on my experience, I cannot recommend this Baby Planet Online.

⭐ 1 Star

I would strongly advise anyone considering ordering from Baby Planet to think twice.

I placed an order for a pram and travel system at the London ExCeL Baby Show on 7 March 2026 and was explicitly told to expect delivery within 3–6 weeks. More than three months later, I am still waiting for my full order.

Since placing the order, I have experienced repeated delays, virtually no proactive communication, and a complete lack of transparency about when my outstanding items will actually arrive. To make matters worse, part of my order was sent incorrectly, causing even further delays.

The most frustrating aspect has been the customer service. At every stage I have had to chase Baby Planet for updates myself, only to be given vague responses or no meaningful information at all. There has been no sense of urgency, no ownership of the problems they have created, and no apparent concern for the impact this has had on a heavily pregnant customer.

My baby is due in just four weeks and I still do not have everything I paid for. Had Baby Planet been honest about lead times from the outset, I could have made an informed decision about whether to place my order elsewhere. Instead, I have spent months chasing updates and worrying about whether essential baby equipment will arrive before my child does.

Delays can happen. Sending the wrong items can happen. What is unacceptable is failing to communicate, failing to keep customers informed, and failing to put things right when things go wrong.

This has been one of the worst customer service experiences I have ever encountered, and I would not recommend Baby Planet to anyone.

Amazing experience at the Derby store, such a friendly welcoming atmosphere and Ellie was a huge help in selecting our perfect pram! Ellie was so patient and demonstrated every pram I was interested in and was able to answer all my questions. Nothing was too much trouble so it just made the whole experience relaxing and enjoyable! It was nice to have the assistance on hand but you can just have a browse or figure out the prams on your own first!
Very pleased with the service and glad I chose to come to Baby Planet Derby. Would highly recommend.

Ordered a £220 crib at the Olympia Baby Show in October 2025. Was told 5–7 days delivery. Three weeks later: nothing. Apparently the real lead time is 3–6 weeks and the show staff "got it wrong." Cancellation? Refund refused. Forced into a credit note - and they issued the first one for the wrong amount.

Tried to redeem the credit in February: one item out of stock, had to substitute.

Ordered a Stokke high chair in April with the balance. Had to chase for the price match. Had to chase for an update after paying. Had to chase again. Only a threat of chargeback got a response. A delivery date was finally agreed for 20th May.

The 20th came. Nothing arrived. No notification, no courier, no delivery. Silence.

Seven months on a single order. Every interaction has required me to chase. Promises about timelines mean nothing. The only thing that produces action is threatening a chargeback.

Genuinely awful service from a business selling to people working to a hard, immovable deadline (a baby's arrival). Avoid.

Scammers and Fraudsters!!
We purchased a changing table and a few other bits at the baby show over £1,000 spent.

When we received the table (10 weeks later) we realised the table does not fit in our baby room so we wanted to return it. (Unopened in its original box). (Within 30 days of receiving the delivery) - which is the normal return policy for 99% of companies in the UK.

We were then told you can only get a refund within 7 days of placing the order -
Yet our order delivery time was 9/12 weeks, so they only give you 7 days from the date of placing order which makes no sense!!! Not even 7 days from receiving the order - 7 days from placing the order which is an absolute joke!

They then said I can get a credit note but they will deduct 25% + delivery fee which turned out to be almost 50% of the value gone!!!!

The most ridiculous stressful experience.

Do not buy from these scammers!!!

The staff are so rude, they have attitude problem, it’s been so stressful communicating with them.

As a new mum to be you would expect dealing with company in the baby industry would be a good stress free experience - the baby planet team via the baby show are the worst I have ever dealt with.

They are a bunch of fraudsters scamming people for their hard earned money. Entitling themselves to keeping 50% value of an unopened product.

DO NOT ORDER ANYTHING FROM THIS PLACE. Tried ordering a travel system through them at the BabyShow back in March and there has been such an issue with actually recieving it. Did not meet agreed delivery dates AT ALL and now 9 months pregnant, about to pop and they didn't send the car seat with the delivery. So now we have to order a new car seat and hope the baby stays inside longer than it takes to get the car seat delivered! Absolutely ridiculous. They have been no help at all and don't quite understand the urgency in all of this. Do not spend a penny here they will just fail to deliver your items and make you have to constantly chase it all with very little help on their end!

Sara was great and was really helpful with her knowledge and expertise. Would recommend again.

Parcel has not arrived. Purchased 25 days ago. ZERO communication from the company. TERRIBLE

DO NOT RECOMMEND if you want to get your order right away. We ordered a Silvercross pram + car seat from the baby and toddler show at the end of March. We now have long email threads giving rough times which keeps getting extended and apologising for miscommunication from various colleagues. We still don't have our order almost 7 weeks later. And by the time they give us a delivery form, we don't know if this will take another few days or another week. Est. delivery date from the time of order is 3-6 weeks. We're now 7 weeks in. At this rate, it could be 8 weeks and my baby might beat the arrival. This is really frustrating and stressful.

Purchased a Maxi- Cosi carrycot/pram/car seat bundle for my son and his girlfriend at the Excel baby show in March 2026. The product was due to be launched in stores from mid April, with delivery early May.

The delivery didn’t happen, no communication from either Baby planet or Maxi Cosi , and when contacted they were unable to provide any information, other than it’s out of stock. How can that possibly be when the items have been paid for in full- prior to the new model product even being launched?
Appalling communication and customer services.
The baby is due in a couple of weeks and the stress placed upon my son and his girlfriend to find alternatives is immense.

My advice is spend your hard earned money elsewhere.

Ordered a SnuzPod from Baby Planet at the Excel Baby Show in March and we are now in May with still no item, no clear update and no communication about delays. I was never informed there would be such a long wait and my emails chasing this have gone unanswered.

My baby is due next month and this is an essential item — something like this should not be taking over 8 weeks without proper updates or customer service. Really disappointed with the experience and lack of communication throughout.

Absolutely brilliant service from Donna , really appreciated the help and advice. Thank you for your help x

Very helpful, knowledgable and friendly. Nothing was too much trouble for helping us decide on our pram set.
Ellie was amazing at helping us and showing us how everything works and comparing different sets.
Would highly recommend coming to Baby Planet Derby.