Nature Baby

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Reviews

1. M ★☆☆☆☆

   A Love Letter to Nature Baby’s Creative Excuses Tactic 1: Ignore. Ah, the classic "ignore them and hope they go away" strategy - an old favourite! Judging by other reviews, I'm not the only one who's been ghosted by Nature Baby's customer service. In my case, they ignored my emails for two weeks (27 Aug and 12 Sept) about a missing refund for a single item, later claiming the thread had been "accidentally closed." Conveniently, they responded only after I mentioned NZ refund law regarding a separate, overdue $200 refund from five weeks earlier. Magically, two days after that, they apologised for both delays - and finally processed the refunds. Makes you wonder whether that $200 would have ever been refunded if I hadn't followed up. Tactic 2: Reframing. i.e. shifting the narrative to suit their needs. Their explanation for the missing refund? "As a small business, we're currently working with limited staff and resources, which unfortunately means that some processes, like returns and refunds, aren't yet as streamlined as we want them to be." Curious, because Nature Baby runs multiple retail stores across NZ and Sydney, ships internationally to many countries, and supplies a network of stockists. "Small business" suddenly sounds like a flexible concept! Another rep even used the same excuse - stay tuned. Tactic 3: Backtracking. When you're no longer worth their effort (especially after calling out their behaviour), things that were previously faults mysteriously stop being faults. Suddenly, my return postage could no longer be covered because, you guessed it: "As a small business, we're unable to continue covering return shipping costs for issues of this nature." Apparently, "small business" doubles as a get-out-of-responsibility-free card. Tactic 4: Bring in the Owners! You might think: "Well, surely you can escalate to a manager?" Not quite. When I asked to make a formal complaint, I received this gem: "A lot of care and consideration went into the email we sent, including review by our owners who looked over all the information we had gathered. I'll be sure to pass your feedback on to them as well in case they have anything to add." In other words, my formal complaint magically transformed into feedback. Apparently, escalation is optional - they decide if you're worth their time. And the best part? All correspondence is filtered through the same rep you're complaining about. What could possibly go wrong? Whether the owners actually reviewed anything, I'll never know. But if they did, and still stand by all statements with "no corrections needed," that's even worse - because it points to a top-down problem, not just a rogue customer service rep. Summary: I say all this as a loyal customer who’s spent a lot of money with Nature Baby. What's so disappointing is that they claim to be an ethical brand, which implies integrity. While they might not be screwing over the environment, it’s a shame they sometimes screw over their customers. I'm not sure that Nature Baby was like this in the early days, perhaps they have lost touch with the trust that got them popular in the first place. And these days, “organic babywear” is no longer a niche - even mainstream brands like Cotton On, Postie, and Kmart are stepping up their game. I’ve attached two relevant emails from Nature Baby (names redacted) - hope you get a good laugh out of them like I did!

   almost 4 months ago
2. Hungry Teddy ★★★★☆

   High quality baby clothing with great design. Friendly, nice store. There are parking spots for Nature Baby on the side. A bit pricey, but to be expected from the quality.

   almost 2 years ago
3. lau billy ★★★★★

   The staff Amber is super nice and helpful. Her customer servicing skills is awesome. The quality of their products are very good as well.

   almost 2 years ago

1. aquairis ★★★★★

   Nature baby has always been my favourite baby clothes brand!! The design is great and the material is amazing! The price is fair for such good quality products, and when it’s on sale it’s just got even better. I visited the New Market store, I was thrilled by how amazing the staff are, such a friendly team, everyone was so welcoming. My baby had a good time too at the playpen. The staff kept an eye on my 7-month old baby girl when I was browsing, it just made me feel more relaxed and worry free.

   almost 3 years ago
2. Nelly Reyna ★★★★★

   Truly friendly atmosphere! Lovely staff and ready to help, this was my first time at this location and so far it’s the best (even comparing other stores(brands), I asked if I could nurse my baby and one fabulous girl was so kind to show me the way and pampered me with a nice hot tea while I nursed, they didn’t rush me or anything like that, I drank it slowly then I continued with my shopping. I used to go super often to another store really close to this one and as silly as it sounds they don’t have a nursing area and they constantly follow you around and asking you questions not letting you shop at peace, but here,this store is an OASIS! This is my new favourite store..

   almost 3 years ago
3. Sajin Kannanchery ★★★★☆

   Great store for quality kids clothing and toys. Love their customer support. Everything is a bit pricey compared to other shops.

   almost 3 years ago

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