Two Left Feet - complaints
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Two Left Feet, a division of Two Right Feet Ltd, claims to be one the UK's top suppliers for everything to do with babies. But when Watchdog investigated the company back in 2006, we found that those claims weren't justified.
At the time the company blamed its problems on its computer software. More than two years on you might think that it had sorted out its difficulties but instead, it looks like things have actually got worse.
Watchdog received 500 complaints
In the past six months Watchdog has received over 500 complaints about Two Left Feet, an unprecedented number for a company like this. Almost every day people have been getting in touch, often to say that months after ordering they still haven't received their goods and can't seem to get their money back.
Donna Brewer is one such customer. She ordered nearly £1,000 worth of goods from its website in July 2008. However, instead of receiving the goods she'd ordered, Donna found herself dealing with a lot of unnecessary grief. After not receiving the complete order for two months and being reduced to tears on the phone by Two Left Feet's customer service, Donna finally cancelled her order. She then spent another three months trying, unsuccessfully, to get a refund from the company.
One customer stressed at her treatment
Donna has now finally received the money, but only from her credit card company, not Two Left Feet. The whole experience has left Donna angry at her treatment.
She says: "It caused me a great amount of stress at a time which I just didn't need it. I was 34 weeks pregnant and like a lot of mums-to-be out there, the stress levels were just unbelievable."
Clearly Two Left Feet still has serious problems. Watchdog decided to get some expert advice on exactly what the company could do to turn things around. We turned to Richard Farleigh, ex-dragon from the BBC Two series Dragon Den. He began by meeting some of the customers let down by Two Left Feet. Their stories were all remarkably similar; orders not arriving, no customer service and a painful battle for refunds on cancellation.
Initially, Two Left Feet had been reticent to get involved with our investigation. Mid-way through, the company changed its mind and invited Richard Farleigh to meet with managing director Richard Bone at its Bedford showroom.
Two key areas to address
Richard Farleigh identified two key areas that the company had to address urgently: stock management and customer service. He says: "You are not really focusing on your customer's side which is your long-term reputation."
In a frank discussion, Richard Bone once again pointed to the company's computer software as the source of at least some of the problems, claiming it wasn't suitable for the amount of orders they were receiving. However, he said that it had brought in new software that will only take orders if stock is available, hopefully limiting the problems of equipment simply not being despatched. Richard Farleigh felt that the problems weren't all down to the software system and challenged him over the company's poor record with refunds. Richard Bone insisted that it would be possible to refund people, as long as they could establish the status of customers' orders. Richard Farleigh said that the company should already be able to do this, regardless of how bad their systems were.
Company keen to improve customer service
After talking for a further hour, Richard Bone did state that the company would make it easier to resolve complaints on the phone, and seemed genuinely keen to improve customer service. He was confident that in the future, it could make real improvement. "We've reached the cross roads. We're turning now."
For Two Left Feet to alienate as many customers as it has is some achievement. Yet even now it may not be too late for the company. This could be Two Left Feet's first steps towards recovery. Watchdog will certainly be keeping a close eye on what happens next.
Two Left Feet statement
Richard Bone, managing director of Two Left Feet also sent Watchdog the following statement:
"I would like to offer and extend my sincere apologies to the customers of Two Left Feet covered in this story for the difficulties and inconveniences that they have encountered. Their experiences fall considerably short of the level of customer service that I and my teams strive to provide to all of our customers. I would like to give my assurance to BBC Watchdog and all customers of Two Left Feet that all of our efforts are being directed towards overcoming the issues that have given rise to these complaints which will include a full review and overhaul of our customer service processes.
"I am able to confirm that all of the cases presented on tonight's Watchdog programme have been fully resolved. I do believe that the publication of the email address watchdog@twoleftfeet.co.uk so that consumers may address any ongoing issues that they have will go a huge way to resolving the problems shown tonight.
"The opportunity to meet with Richard Farleigh and to take on board the advice offered by him will, without doubt, help considerably towards the improvements that need to be made within our business. I would like to thank BBC Watchdog and Richard Farleigh for this opportunity.
"In conclusion, I would like to reiterate the apologies offered earlier and confirm that I have been in contact with these customers individually to offer my apologies."
© MMIX~RS~q~RS~~RS~z~RS~21~RS~)
Comments
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I had problems with Two Left Feet, they ignored countless emails and 2 letters from Trading Standards and I only got a refund after 4 months of trying when I sent a final letter before legal action.
Paul
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We spent 2 months trying to get our order delivered or a refund. We eventually got our money back through the credit card company. i was heavily pregnant at the time and found it very stressful. This was so disappointing as we had actually placed our order in person and had great in-store service.
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There are 52 reviews of Two Left Feet on Dooyoo UK. Out of a rating from 1 to 5 stars, 42 reviewers rated the company 1 Star! Draw your own conclusions!
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we had dealings with this company in 2006, their attitude was beyond appalling and i would rather cut off my left foot than ever go near them again and i'd strongly recomend that anyone reading this does the same
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I ordered some push chair accessories from 2leftfeet which after 6 weeks hadn't turned up - I managed to get one of the sales team to tell me they were out of stock as could never speak to after-sales. After waiting more than 2 months for a re-fund (of a paltry £60!) and numerous e-mails I took them to small claims court. Got the money back within days, but 2leftfeet had to pay the court fees (about £25) - and I will never EVER buy from them again! How can they run their business like that?
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similar story - i ordered a car seat which didn't arrive and with no apparent delivery on the horizon. I cancelled the order but received no refund until I got the MD's name and adress from Companies House and sent 2 letters theatening legal action. The first one was signed for but the second was not and returned to me. He didn't even have the guts to accept "nasty" letters! Anyway I did get my money back at that point. I suggest everyone else does the same.
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I ordered a potty and a safe step on 31/7/2008 and recieved the potty within about 5 days however no safe step appeared for a few weeks so I tried to call on several occasions with the phone constantly ringing until I finally tried the order option, someone answered straight away but as soon as I said I haven't recieved an order she said I need to transfer you .....to a line that rings and rings and rings - surprise surprise!! Sent email 18th Aug to find out where it is, no response. No luck with phones. I emailed again on 1/9/2008 threatening further action if no response, surprise surprise the step arrived about a week later. Would never use them again....and this was only for a small amount.
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Great...Just my luck..I ordered a travel system 3 weeks ago and suprise suprise, no travel system.
I have called the sales team, sent 2 emails to the non existant aftersales team and nothing. Today (as a unsuspecting victim) I phoned TLF and asked if they had the pram I ordered in stock, to which they replied "Sorry, that item is not in stock, will be in stock in 30 days. Ten minutes later my partner called up (again as an unsuspecting mug). She proceeded to buy the very same item I had enquired about, and guess what, the adviser didn't say anything about having to wait 30 days..
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I really must comment on the excellent service that we received from Two Left Feet. I ordered a Quinny travel system from them which was delivered two days after purchase. Once our baby was born 3 months later and we unpacked the car seat and pushchair frame we thought we were missing two connectors to attach the carseat to the frame, I rang Two Left Feet who couldn't have been more helpful, the lady who took my call told me exactly where the connectors would have been in the packaging and held whilst my Husband went into the garage and looked through all of the cardboard for recycling where we found them!! She said she would send them out in the next post if they were missing. I am sorry to hear all the bad press after we had such an excellent experience with them.
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Blaming software as the reason for not processing a refund, upon failure to deliver goods is just stalling. The software seems to work pretty damn efficiently when it comes to taking money – in my case £200 taken the day the order was placed and still waiting for a refund.
In my view you let them off the hook – considering the huge number of complaints you received and Google choked up with thousands more - all with the same experiences. No goods, no sign of a refund. Why were they not pressed harder?
If I were to deliberately and repeatedly - take money, fail to deliver goods and fail to return that money it would be called fraud.
Do the same thing as a company specialising in baby goods to vulnerable, busy parents and its called a “software issue.”
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Didn't get to see the programme, but very happy that this issue is finally being (in some way) addressed. I am unclear of the full purpose of the email address, as i'm sure we have all blunted our fingers emailing this company over the past months. Are we now to expect a resolution to our problems? Appreciate anyone that saw the full broadcast and can shed some light before i copy and paste the whole sorry episode into yet another email!!
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I ordered a nursing chair from 2leftfeet when I was 5 months pregnant. It was a special order so I placed it very early. When it got past the agreed delivery date I started contacting the company regularly, to no avail. They did not reply to emails and refused to give out a phone number for their aftersales dept. I was given several different delivery schedules, and several different excuses for the delay - there was a problem with the manufacturer, the chair was on its way, they had been stocktaking and couldn't find it ... Eventually, at 39 weeks pregnant and very stressed I gave up and contacted my credit card company to ask for a refund, which they granted immediately, commenting that they had dealt with 2leftfeet on other occasions. Curiously though, on the day that my son was born, while I was in hospital, 2leftfeet phoned me to say that my chair had arrived and was ready for delivery! So now I have the non-existent phone number for the aftersales dept.!
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I was beginning to wonder what was going on with the company. i placed an order with them on the 24th January for a pram, which no surprise i have not recieved and i have no response to emails or calls. I have already tried to cancel the order with email on the 24th feb, but no reply. i have already tried to email them using the watchdog email address on this page but my comp says it does not exist. Makes you think twice before buying off the internet again.
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We ordered a Stokke cot well in time for our new arrivals, but 2 Left feet failed to supply. We asked for a refund which was not forthcoming. After 90 days my wife and I were unbelievably frustrated - to say the least.
We were eventually successful in getting a full refund by contacting Stokke direct and explained the situation within 24 hours we had received an e-mail from 2 Left Feet to confirm the cheque was in the post! In my mind the company should not be allowed to trade - simple as that. To all those still awaiting refunds - try via the manufacturer / supplier to 2 Left Feet.
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i am currently waitng for my order that i placed at the end of december 08. i was so upset when i saw the feature on the programme. my baby is due soon and still i do not have my quinny buzz 3 and carrycot of my bouncy chair that i ordered. i feel totally ripped off. so glad i paid by credit card so should be able to get money back from them if my order doesn't arrive. all pregnant women or any parent should never have to go through such stress!!!!! what a terrible company!!!!!
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I ordered a phil and teds sleeping bag - then found out a week later after the money was taken from our account that it was not in stock. After a number of phone calls and emails i asked for refund in mid Jan but still nothing, when i ring they tell me to email but no one answers my emails. i just can not believe there customer service and the fact that they are getting away with this, i am advising everyone not to use them
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I placed an order with this company in Oct 08. I have been trying to get my money back ever since. Still nothing!! I can't believe the way I was spoken to. I asked if anyone there had a conscience as they were mainly dealing with pregnant women or ones like me who had just had a baby. We are vulnerable and most of us are not flush at that time either. Not interested whatsoever!! I am at the end of my tether with this company and now at the stage where i am going to take them to court!!
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I cant belive it after waiting the 30 days my car seat has not arrived, Having gone down the email route which I found odd as i could not talk to anyone, I got a computer generated response that they couldn't tell when the order is coming in it will be with me in 30 days. So I waited patiently 2 weeks later I tried to talk to someone and getting a very unhelpful lady,Who told there was no one else to talk but her, I decided to cancel! Only to switch on Watchdog this evening and find out that my concerns are felt by others. I only hope that they will refund my money now!
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i would like to ask twoleftfeet who say that they have contacted all those people who have complained through watchdog personally to appologise and resolve all issues why they have not done this with all customers- must i complain through watchdog to get my money back???? We are still waiting for a refund for our car seat and base which we paid for back in October- my baby is now 5 weeks old and we have had to purchase these items again as we needed the car seat!!
i really would like twoleftfeet to call me as i would like an appologie and to be honest a refund not only for the car seat and base but also for all the waisted telephone calls i have had to make to speak to someone at twoleftfeet who clearly does not care!!!
also please can twoleftfeet remove the part from their website that says that they now have a dedicated after sales team contactable by email as this clearly is a joke!!!
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Who wants to bet the email address works but nothing will be done.
Two left feet were quick to take our money when my wife was pregnant and we were shopping for things. When the goods were supplied and my son arrived I went in to complain about a parasole we purchased for the pram only to be told what we got was what comes with the pram. On going into mothercare we were told we were supplied/sold the wrong item and we need to go back to the place we purchased it from to get the correct item which sot close onto £500. Two left feet staff were cold, unhelpful and most disinterested in helping us. 2 years on I am still awaiting a reply from there customer service dept.
2nd issue - For the cot we bought, I went back to buy a cot bumper set which costs in the region of £60-£70. Because we were buying an item of low value to the staff, no one was interested in attending to us. After almost an hour an a half, I finally managed to get the order placed to be told the item would be shipped to us within a week as they were expecting a shipment on Monday. One week went by then another and another. I was unable to get through to customer services, nor were my e-mails being replied to. Fortunately living in Bedford I went into the show room, to find out what was happening. After another hour and a bit wait, I was told the item had never been ordered and they would need to order it. At this stage I decided it was best to get a refund, and was advised that I would need to contact customer services. I refused to leave the store and threatened to pickup items from their show room and walk out if my refund was not processed.
During my wait, I chatted to a lady who told me it was her second vist to them with a complaint about a pram she purchased and did nothing about. Each trip for her was a 50 mile journey one way.
Well along with her as well I'm pretty sure I will never ever look at Two Left Feets website or ever walk into their show room again. This complaint will be sent to the watchdog email address setup. I'm not expecting a reply.
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I first used this company at the Baby Show in 2005 where I placed an order for a Bugaboo pram. I had problems then with delivery but when I wanted to update the product they advertised themselves as being the UK supplier for Bugaboo. I made a telephone order and then an internet order. The telephone order arrived ok. However the internet order (made late the same day) was made in November and had not arrived by February. I cancelled on 3 Feb. They told me I should receive my refund within 30 days which expires 5 March - this coming Thursday. They gave me an e-mail address if I wanted to contact with ref. to the refund specifically. This addess - accounts@twol leftfeet.co.uk is invalid. I have mailed to all their depts. to no avail. I have e-mailed them this p.m. with the address given on your program. I don't think I should hold my breath!
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How Richard Bone can sit there and make such pathetic excuses is beyond me. Software didn't make them close their customer service phone line. Software didn't make their staff rude and unhelpful. Software didn't prevent them answering emails in a timely fashion. Even after taking time off to visit the showroom and demand my goods I was still forced to get my money back through the credit card company. I hope they go bust....
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I spent 4 and a half months making daily phone calls and sending numerous emails to this company, all of which went unanswered or ignored - before I eventually got my money back by contacting some of the big brands who supply their products to them.
Thank you Watchdog for finally exposing them, but please, please, please, do continue to keep an eye on them as I doubt that this company can or will keep their promises. As far too many of us who have experienced their 'oversights' know only too well - this company will break them.
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I am having the exact same experience with another online baby product company. Money taken, no goods received and impossible to contact. I have received no communication from the company whatsoever, they don't answer the phone and they don't reply to emails. I just want to cancel my order and get my money back, but not been able to so far!
I wonder if [Compabny details removed] and Two Left Feet are run by the same people as they seem to behave in the same way. I would never use them again or recommend them to anyone...infact it has put me off buying anything online again.
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I was so glad Watchdog featured this awful company. I can not tell you how many people, including myself, have run into problems purchasing items from their website. I could rant for hours as to how they clearly operate on the very fringe or in some cases flout the long distance selling rules, how in my opinion their site is misleading in regards to delivery times and how rude and fustrating the customer service people are. They clearly are able to take money from customers within 24hours knowing they do not have the stock. Most companies out of good practise will not take money from your card until the products are despatched. It amazes me how efficient their computer system is in taking money but not as good at returning it. After threatening legal action we finally got a hand written cheque 32 days after cancelling the order but I cannot tell you the amount of emails and phone calls it took to achieve this.
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I ordered my pushchair from 2 left feet last year. They took the money straightaway but then I didn't receive anything. Luckily at the time I worked for a Bank and knew the Consumer Credit Act covered this when using a credit card. I tried to contact 2 Left Feet (unsuccessfully) on many occassions and then I went to my Credit Card company and they told me to e-mail them one more time telling them exactly how long they had to deliver the product before they would retrieve the money for me. I received my pushchair by courier on the day before the credit card company were to be instructed to get the money back. So happy ending but it isn't a nice feeling to bully a company into delivering your paid for product!!
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We submitted an order in December totalling £699.03 which they deducted immediately. THey exceeded their 6 week delivery estimate and eventually promised a delivery date way beyond the due date of our baby. We cancelled the order and they have confirmed that they will refund us within 30 days (deadline will be March 13th). I don't understand how they are allowed to keep our money for so long, and judging by the experience of some of the other customers I don't anticipate the refund arriving anytime soon. The other complication we have is that we purchased on a debit card via paypal and this means that we cannot claim the money back in any other way than legal action. This company has to be investigated further by trading standards, the stress this has caused has been unbelievable. I am 39 weeks pregnant and this is the last thing that you need. To see the MD proudly proclaim that he is a father of two is especially galling. How would he feel if this was happening to him I don't know how he sleeps at night
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Although I can see that what you did last night was trying to help customers rather than vilify the company it did puzzle me that Richard did not question the finances of the company. They hold an awful amount of customers cash. Is it reasonable to assume that their suppliers want cash up front therefore they cannot order the stock needed until a large amount of cash is collected. Do they get bulk order deals and wait until sufficient orders are placed? Also I imagine they are accruing a lot of interest on this cash they hold.
I thought you were very lenient on a company who blatantly does not care about its customers ( me included). If i need company advice can you pease send Richard round. for free?
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By any standards I believe that this is a truly appalling internet order/delivery company with rude and unhelpful customer service - I don't know anything about their outlet. We ordered in November and following an acknowledged mess-up by their delivery company they totally ignored emails and rejected telephone calls until I cancelled it two weeks ago, having been hung up on because I calmly refused to be palmed off on the phone. We have yet to receive a refund - which is unsurprising in view of the above comments. As for Mr Bone's comments that Watchdog related complaints have now been dealt with - mine was with Watchdog and we're still waiting...
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My wife made an order of a pram and some related stuff on January 5th, yet still no delivery, just an email that states they are expecting delivery in 10 to 15 days, that was back in Feb 19th, How would I stand if I went to the showroom, and if the goods we've ordered and there, If I was to just walk out with them, afterall they are already paid for!
As for deal with them again, not a chance!
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I haven't had any dealings with this company but after seeing Mr Bone on Watchdog last night, I did wonder how many members of staff he employed. Is he trying to do too much himself?
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I ordered a car seat and isofix base from Two left feet at the beginning of January. I recived the car seat within a week but no base. I sent an email out and was told that the base was out of stock, something that wasnt stated on the website like they said they do. After about a month i sent another email and this time was told they expected stock to come in within 10-14 days and delivery would be then. Well that came and went and still no base. I have sent about 3 emails since then and have not recived a reply.I have also tried phoning but got told they would only deal with aftersale complaints via email!! I am NOT HAPPY and will not use them again.
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My wife ordered a buggy from Two Left Feet on January 2nd. After a friend subsequently warning us about how bad they are, we tried to contact them to make sure the buggy was in stock and would be delivered. The phone number provided was disconnected so we immediately cancelled the order by email. When they did finally acknowledge our cancellation email, they promised a refund within 30 days. Despite repeated emails to them, to date we have not seen any refund and all communication from them appears to be an automated template email. We have contacted Egg to report this, but we are still waiting for them to investigate. Given the imminent birth of our first child the stress of trying to recover over £450 from Two Left Feet is the last thing we really need.
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I had dealings with Two Left feet in 2004 and even then there was a delay in receiving refunds and getting faulty goods sorted out. Then the Two Left Feet Warehouse was only a dot of what it is today but the problems were already there. I found Richard Bone arrogant and rude on more than 1 occasion. I have made sure that friends know not to part with their money at Two Left Feet.
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I was horrified to learn that this company isnt very honest. I ordered a pram which was in stock thus taking 3-5 days to deliver. This pram is for my son and his new baby. I ordered this on the 17th February 2009 and we are still waiting. I wish I had never ordered it from Twoleftfeet. They took my money on the 18th Feb which was very clever and we still havent had an email to tell us when goods are to be posted. I phoned today only to be told my comments would be past onto someone and they would email. I think this a disgusting way to deal with customers. Obviously we are now worried that we wont get the pram without a lot of hassle. This company is a complete and utter sham and their excuses they gave on your programme last night were unbelievable no wonder they have been called "Two Left Feet" obviously they dont know what they are doing. very annoyed.
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I was one of the people who came to Watchdog with a complaint although I declined to be filmed. Ready the MD's statement which says that all complaints "directly" involved with the programme have now been resolved, I assume that does not include the other 490 or so people who made complaints but were not filmed? The MD said that customers with outstanding complaints (like me- £504.87 out of pocket with no goods or refund after over 2 months since the date of my order) would receive an apology email and their complaint will be dealt with. I have had no such privelege as yet.
May I also say that bringing in Richard Farleigh was such a gimmick and detracted from the stark fact that hundreds of people (at least) are out of pocket or waiting for goods. Watchdog did not give the company a hard time at all considering the "unprecedented" volume of complaints, the amount of people left without goods or a refund which they ordered at a special and vulnerable time. A chat with super-star entrepreneur Richard Farleigh is hardly asking difficult questions and demanding that the company respond to customer issues. I am very, very disappointed in Watchdog and I don't feel I have achieved anything more by complaining to you.
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We ordered items that failed to arrive. After 42 days, and with birth of twins imminent and stress levels rising, we were forced to cancel the order (the items were then supplied by a different firm within 3 days...) Despite multiple emails, and the sending of a paper letter/email combination threatening legal action, we still have not received our promised refund. It is now exactly 4 months since we submitted our order and our money was taken, and 11 weeks since Two Left Feet agreed to refund our money. Help Watchdog!! We have been advised by Consumer Direct to consider the Small Claims route, and are adamant on principle not to let them away with this. Our money is hard earned, and with twins we have little time for this additional aggravation.
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Mmmmmm, interesting to see how many comments have been referred to the moderators, just shows how livid some of Two Left Feet customers are ...... After watching Watchdog last night, I too think they got off far too lightly and should have been given a real grilling, especially after all the stress and trauma they have deliberately caused so many people, full knowing they do not have the goods to deliver, yet taking peoples money the same day they ordered. UNBELIEVABLE that any company can be allowed to trade in such a manner and are STILL trading and I guess STILL taking more victims hard earned cash. We too [ordered] off their site as their prices were so appealing and ordered a car seat at the end of Dec 08. Fancy that, after 30 days NO car seat and after sending numerous emails, absolutely NO replies! So I sent a recordered delivery letter to cancel my order, still no refund after 30 days. My husband made a gruelling trek of 7 hours to Bedfordshire to confront them about the way we had been treated. Yes, we got our refund, but that is after spending 14 hours travelling and over £100 in diesel. How many other people can do this, why should they have to do this??? Just who do Two Left Feet think they are?? They should be ashamed of the way they conduct their business. Mr Bone's ears were burning red on the telly last night, and was lost for words on numerous occassions, just shows what sort of man he really is ................. I don't know how he can sleep at night!!!!
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One further comment- this is the only online baby product supplier who has provided such a bad service to me. The others I use have been great and would highly recommend them- do not be put off just by this lot!
I have complained to their credit card processing company who are investigating the complaint (and their credit card processing company actually answers emails!!).
No amount of persuasion could force me to use them again, I have told everyone I know not to use them (although, in fairness, most people I know have used them and been conned as well so don't need to say too much).
This company is an absolute disgrace and I hope they go bust. I feel so strongly about this.
Oh, and I emailed the watchdog email there and no reply...what a surprise.
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I ordered our bugaboo and car seat from two left feet at 34 weeks pregnant. I was two weeks overdue and had to go in for an induction and still had no items. As you know you must have your baby in a car seat to bring it home from hospital. I had none. I informed them of my induction date and still no car seat arrived. It arrived too late and we had to borrow one off my friend to get our baby home. This was after numerous phone calls and getting put off again and again and again - how much stress do you need when going in for an induction. As for the bugaboo we contacted trading standards and Bugaboo themselves and it was Bugaboo who gave TLF a rocket to get it to us. All in all I think my baby was 8 weeks old when I got is pram - very sad.
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I too am thinking of driving 100 miles to go to their showroom. does anyone have any experiance of this or will i just be throwing good money away on diesel? Also if i went & they had my pram on display what are my rights with walking out with it. They make my blood boil no wonder my blood pressure is up.
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After reading the 70 plus reviews on UK Toy Stores i realised i wasnt alone so complained to Watchdog, i hope we all get a full refund and Two Left Feet sort out their problems, they are a good shop with a great selection to choose from, fingers crossed they improve and dont vanish.
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I have ordered a buggy from them and haven't had a response for 10 days... it's due in March apparently and my baby's due in April. What's the best advice? What should I do?
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I am another unlucky TLF customer. Ordered baby sling 31/1/09. Money taken immediately. Stated it would be delivered dispatched within 10-14 days. By three weeks no contact from them so e-mailed asking for due date. They didn't reply. Waited four days and emailed again requesting they reply within 48hrs or I would cancel the order. Again nothing. E-mailed cancelling order to both the aftersales and accounts e-mails. No replies. E-mailed the Watchdog TLF e-mail address last night. Still no reply. This company is an absolute disgrace. Why hasn't it been shut down long ago? For all those who live near enough and have paid for items, I would go in with my order and prove of payment and just take the items from the showroom. It can't be theft if you can prove you have already paid. That's what I would do if I lived closer. Have ended up ordering from another reputable online seller. Ordered last Thu, it came Mon. Not hard is it. Like others, we are warning all and sundry not to use this company. Unfortunately, I only saw the bad reviews once I had ordered. Waiting for refund now - yeah right! Apparently, someone has successfully got their money back using the court's service 'Money Claim Online.' This is what I intend to use should they not refund me.
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In reference to Katieuk29 comments about entering thier showroom and if the item she had purchased online was on display about walking out with it ( having already paid for that and being none delivered) then the advice would be DON'T, if you did this you would be steeling!
I have posted a simular comment earlier in the day sugesting the same, but having spoke to Trading Standards, they hav informed me I would be breaking the law in doing so. It would probably be more benificial to all arrange a time and date and make peaceful protest at the head office, many people one voice, the authorities will have to listen and act then.
I hope I never have the displeasure of meeting the fool in charge,
From yet ANOTHER unhappy customer of TLF.
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We recieved our high chair 3 months after we ordered and paid for it. Initially they said it was manufacturing problem for which after tracking down the manufacturers UK Sales rep got confirmation that this was a lie. On receipt of our high chair I checked the delivery ticket & notice what I belive is a FUNDAMENTAL POINT that wasn't bought up in Watchdogs investigation. Two left feet is a trading company of Two RIGHT Feet. Immediate payment, late delivery. It's all so clear
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Why is this company taking money at the time of ordering? Surely they should only take the money before they send out the goods?
I order lots of goods from internet shops and to-date, none of them have taken money from my credit or debit cards until the goods are ready for dispatch.
No wonder the MD said they could refund money because it is sitting in an account earning interest!
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I dealt with this company back in 2005 they had zero customer service then & it seems nothing has changed. I found plenty of better alternatives on the web. From my experience, I wouldnt use them. Sad for them as I have had 2 children since and spent my money elsewhere.
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I ordered a childs car seat from two left feet in April for £105 which I paid by debit card. After waiting a long time for delivery I phoned them and they said it was out of stock would I like to cancel the order and get a refund. I cancelled the order and waited for my refund which they stated would be in within 28days. I waited and waited. Radio silence! I sent emails and made phone calls it was so stressful I was heavily pregnant at the time. I even check companies house to see if they'd gone bust. I sent a letter by recorded delivery demanding a refund or I would take court action but got no reply. So I claimed under my legal protection section of my household insurance. They said I had a case but it wasnt worth taking them to court. The insurance people gave me back the money i'd lost but two left feet have still got that money! Its scandalous!!
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My daughter ordered a Bugaboo pram package last May (approx £800) and was promised a 4 week delivery. In September a month after her baby was born she received 1/2 the pram in bright orange and black instead of grey and black. This was after numerous telephone calls from my daughter and later from myself, (as she had a difficult end to her pregnancy and was too stressed and ill to talk to them anymore) We both fortunately sent e-mails after each telephone conversation, outlining what had been discussed and promised by them. One promise was a further 20% discount for her stress and inconvenience, which she actually received. After 7 months (because 1/2 the pram only was delivered twice) she cancelled the order and was told there would be a delay of 30 days to get her money back. This did not arrive. Her credit card, Halifax, then refunded her the money. Two left feet are now demanding the return of the 20%, which was returned to her for 'stress and inconvenience caused' (which were the words they used in the e-mail to my daughter). Words cannot explain the stress caused at such a vulnerable time, which is still ongoing.
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I am still waiting a refund from Two Left Feet for an order placed in August 2008 when I was 7 months pregnant! my son is now 5 months old!!!! Two Left feet have nearly £250 of my money and it is impossible to speak to anyone about this! I have recently sent a 'Letter Before court action' and have given two left feet 7 days (until Thursday 5th March) to send us our refund or we will take court proceedings. I believe that this is the only chance we have now of claiming our money back!!! I feel that it is absolutely disgusting that a company can keep £250 of my money for such a length of time.
How on earth two left feet can claim to be 'One of the Uk's most successful nursery products retailers'is beyond me!
I have advised many friends and people met through baby classes to stay clear of this company.
Unfortunately it now looks like i have to worry about a court case with as well as a 5 month old baby!
Good luck to anyone trying to get their money back. You need it!!!
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I could not believe what I was watching last night, when I heard 'Two left feet'. I also have purchased a car seat, on the 30th of December, STILL WAITING FOR IT. After a number of e-mail to them, with no response. I finally got a response from them on the 1st March saying, once we have received some confirmed information we will be in touch to arrange delivery. So I decided that my daughters safety was more important and cancelled the order yesterday morning. Now lets see if I get my money back in the next 30 days... I thought I was the only one. Obviously not...
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Hi katieuk29 and all those other people wanting to go down to the showroom in Bedfordshire. I would definately make the effort and go down as you are very likely to get a refund. My husband first contacted the Bedford police to make sure that he would not be thrown out the shop as he was not going to leave the showroom without a refund. The police were well aware of TLF taking peoples money as people had contacted them with the same issue and they said as long as my husband conducted himself in a civil way, there was no ways they would get involved as it was a civil case btw us and TLF. I printed off my order receipt, ALL my emails which they never replied to and my letter of cancellation , which he handed over to the manager as soon as the doors opened at 9 am. I have heard of some people going in when the shop has been full of customers and ranting and raving warning the other customers not to order anything from TLF as they just take peoples money without delivering the goods, just to show them that you mean business. Luckily my husband did not have to do this. He was stern and straight to the point. Yes, my husband did have to travel 7 hrs to get there but it was the principal of the matter, they need refund all those who have been fleeced. I think they should compensate for the trauma and stress as well, who needs all the hassle when you have got little ones to think of or are indeed soon to give birth??
I wonder what sort of car Mr Bone drives and what sort of house he lives in? I don't think one needs to use one's imagination ..............
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I ordered a isofix base online from twoleftfeet which when arrived was faulty. It was returned and i was told of the procedure for a refund that i still have not received,numerous phone calls and emails were sent, subsequently an email from them stated we would be getting the refund in 10 days, this was december 08 and guess what, no refund!! dont use this company unless you want to be robbed!
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Whilst it is good that you have revisited this dreadful company you really did let them off hook all too easily.
NC commented on the glossy showroom. We fell into the trap of thinking that they had a nice glossy showroom so they must be genuine. How wrong we were. What a shame trading standards / consumer direct were not part of the programme. I'm sure that they would have been able to add a great deal to the feature.
What chance of this company improving? In my opinion - no chance! They are clearly benefitting at the expense of their customers. They take payment, do not supply the goods and do not process refunds without major intervention. I imagine that they work on the basis that if they make it so difficult for customers to get a refund then they will eventually give up.
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We have experienced significant problems with Two Left Feet too!!
We ordered a Maxi Cosi Mura Travel System in April 2008, which we paid for in full, at their show room in Bedford. At the time of order, we didn't know the sex of our baby, so the assistant advised us to order now and when the baby came we could tell them the colour we wanted and it would be delivered to us within 10 to 14 days and that they would lend us a pushchair compatable with our car seat for the interim period. They also assured us that the car seat would be delivered within the next 2 weeks, (which was the end of April/beginning of May). My EDD was 11th June and I was concerned about the car seat the most because I had my first baby 4 weeks early. In fact the car seat didn't arrive until early June, two months after it was ordered! Several phone calls and emails were made and sent to chase it, with no positive outcome. It seemed that noone could tell us when it would come. They said they were having problems with their computer systems.
In the mean time though they did deliver 2 Maxi Cosi Mura Pushchairs to us (even though we had asked for it not to be delivered until after the baby was born). When I called to tell them to pick up the first Pushchair, I got through to sales after holding for 40 mins (of course, this happened many times during this period), who said they couldn't help me, but I insisted and the women, who was very very rude to me did eventually say that she would arrange for collection of the unwanted pushchair, but I must be in from 9 till 5 the next day and if I wasn't in when they came they would charge me 15 pounds for wasting their time. I was very very upset and angry, not good when you are in the late stages of pregnancy!! Another pushcair was delivered 2 weeks later, but I realised what had happened again and I refused to sign for it and asked the delivery driver to take it back!
Our Daughter was born on the 19th June and my husband called Two Left Feet on the 20th June (as instructed by them when we paid for the goods, in April), he was calling all day long and just getting an engaged tone only. He tried their line at least 20 times and in the end gave up, as we had more pressing issues (having just had a baby!!) The next day he tried their line again, only to be met by the same engaged tone. Instead of spending another day calling he drove over to Bedford to the show room. He came home with the Maxi Cosi Mura Pink Flamingo pushchair (it was in stock), but they didn't have the Carry Cot. They told my husband it would be with us within 10 to 14 working days (which we were worried about after the length of time it took for the car seat to come, my Husband told the shop assistnat who served him his concerns and he was assured that the computer systems were working now and the Carry Cot would come on time).
2 weeks came and went, so the phone calls started again, each time they got more frustrating! The shortest time we were ever kept on the line was 20 minutes, but 40 was the usual waiting period!! 3 weeks came and went, then 4, 5, 6. After lots of calls and emails at our expence and even calls to a Director of the company, We finally got our Carry Cot. I even contacted Dorel Customer Services,(Dorel make the Travel System) because Two Left Feet were saying that Dorel didn't have the stock to send out and thats why it was so delayed. Dorel told me that they did have the stock, but couldn't help me because our order was placed with 2 Left Feet. However they did contact Two Left Feet to try and resolve the situation and they called me back to say that Two Left Feet would call me later that day. Of course they never called, this happened on 3 separate occasions!!
The Carry Cot part of the Travel System is the part you need to use first and the babies grow out of them fairly quickly. We had already had 4 weeks less use out of it!!!
You would think after all that, that the story/nightmare should end here, but unfortunately it didn't! We still didn't have the whole order, we were missing the matching Foot Muff and Bag. Again there were many calls made at our expence and emails sent, these items eventually came at the end of August (I had been managing for 2 months without a changing bag!!)
....Still the story doesn't end here. Months later in December, when our Daughter grew out of the Carry Cot, we got down the Pushchair part of the Travel System from the loft, only to find out that it was broken (a spring was missing in a sealed unit). We reluctently took it back to Two Left Feet and they said a new one or our fixed one would be sent to us in early January. Of course this didn't happen!! My husband called and emailed two left feet, but I didn't bother, I called Dorel Customer Services instead. I explained my concerns and I had a new seat delivered the following day!!!(When I called Dorel in early January they hadn't received our Pushchair from Two Left Feet, even though we took it back to the Show Room 2 weeks before.
During this last 8 months, I would say I have travelled to the Two Left Feet Showroom 4 times, made no less than 30 calls (not including the times it was engaged)lasting between 2o -40 mins each, I have called Dorel at least 5 times and Trading Standards twice. I hoped that Trading Standards would be able to help more, they just said that I should have paid with a credit card, then I could have cancelled my order and got my money back.
As you can tell we are very very unhappy customers! We tell everyone we meet with kids, or expecting, not to shop there. Two Left Feet should not be allowed to get away with this! Surely a Nursery Retailer should be more sensitive to their customers needs, especially when their main customer base is pregnant women!!!!!!!!!!!!!!!
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I ordered my sons foot muff for his pram at the start of December for a cold winter. To date still not received after endless emails and sent a letter to the board of directors. Requested refund on 26th Feb and said it will take 30 days. Hopefully watchdog is now involved will get it soon. The thing that upset me is they know every parent wants the past for their child and they use this against people and I would say they are slightly cheaper than other websites this was my reasons for buying from them but I now wish I wouldn't have bothered. Good Luck To All
Joanne from Manchester
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I have a £600 order outstanding with twoleftfeet.co.uk The original order was placed on Jan 9th...NOT Happy!
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I am currently dealing with an issue with Two Left Feet. I have had to go to my credit card company to get my money back. This should be sorted within hte next week. What really annoys me is that it clearly stated the seats to be in stock.I am now on day 55 into my order. The customer service is appalling. I will make sure all friends & colleagues understand not to order anything from this website. Is what Two Left Feet doing not a basic form of theft ??
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I ordered a Silvercross travel system 26/11/08 for my daughter. I had confirmation email saying that it would be delivered within 30 days. 30 days passed so i emailed Twoleftfeet to find out what was happening and had a reply saying that i would have it within 14 days which i thought ok, but 14 days passed and one false alarm with my daughter having the baby so i decided to cancel the order on 05/01/09 which Twoleftfeet accepted and said that i would have full refund within 30 days due to distance selling regs 2000. Yet again 30 days passed no refund. I emailed them again and Twoleftfeet replied apologising for the oversight on there behalf and will get sorted as soon as possible its now 04/03/09 Baby is here and i have had to buy another pram from else where which is not the one my daughter had her heart set on as i could not afford to buy another silvercross whilst Twoleftfeet still had my money which i am also getting charged interest on from my credit card and Twoleftfeet are getting rich on the interest that its occurring. This is my daughters first baby and she is having to do it alone. i wanted everything to be perfect for her but thanks to Twoleftfeet things are far from perfect. Twoleftfeet are now ignoring emails from me.
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Jake is now 2 weeks old and I have not received my Quinny package worth almost £500. I have had the same emails, 30 days, then another 14 days which is tomorrow. I had emailed them again on Monday morning but no reply as yet. I sat crying whilst watching this I am so tired and just want my son's pram and car seat. I had to borrow one just to get him home. I purchased this by credit card, should I try for a refund or give them the chance to supply.
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I am sure the only reason they are still in business is because most problems occur when you are expecting or have just had a baby and therefore don't have time to follow up the problems that you would do at normal times.
I had a big problem with this company a year ago. I researched after and found a raft of problems all over the internet! In the end I ordered another my travel system from another source in Belfast, who informed me they are the same one's who provide goods to Two Left Feet. It arrived with me in 24 hours, despite taking weeks and still no sign from TLF. I tried to cancel my order which did eventually arrive anyway. Tried to arrange a collection which didn't happen! Ended up returning my goods in person to warehouse at 41 weeks pregnant to ensure a refund with a four hour round trip!
It is abaolutely disgusting the stress they put expectant/new mums and their families under at what should be a happy time. My blood still boils now a year on!
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Come on Watchdog. Do a re-visit in a few weeks time to see how much money has been refunded. I can bet hardly any. There are now 66 posts on this discussion from disgruntled customers. I wonder how many weren't counted in the original programme. Like others I feel Bone(head) was let off too easily. 2006 - computer systems at fault. 2009 - computer systems at fault. Are you having a laugh??? A more thorough look into this company is definitely required.
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I appear to be one of many suckered into buying from this company....
I bought a travel system from TLF a month ago and they happily took my money. I was concerned after a couple of week when it had not arrived so I contacted only to receive a standard email response saying 30 day delivery.
I have emailed them again on both the watchdog email address and the aftersales (joke!) email address asking confirmation that I should get my delivery by Friday (thats when the 30 days are up) but have had no reply. I advised them that if I did not receive the items by then that I would be making a visit to the showroom on Sunday for a refund.
I will keep you posted on how I get on.
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My friend has paid for her highchair which she never received and after cancelling the order, she never got her money back and they never replied to her emails. When I checked out the website for her and read that they claimed they set up a purpose built office just to deal with aftersales and only deal with aftersales by email. Also they say not to send them multiple emails before the first one is replied to, otherwise you would be back to the bottom of the que. Sounds to me this is TOTALLY a delibrate effort not to deal with aftersale matters. They would talk to you when you spend your money and place orders but not when they have got your money already and you need their help most. And telling customers not to send email to them again or you would be back to the bottom of the que...who do they think they are? Customers should be punished for contacting them again because they don't bother to reply?
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Whilst I was overjoyed to see TwoLeftFeet featured on Watchdog, I'm of the same opinion as the many here who think they were let off lightly.
I placed my order back in Novemeber, cancelled in early Jan when it became apparent I'd never see my goods, and now 2 months since I was promised a refund I've yet to receive a penny of my money back. I'm more than £550 out of pocket, have threatened legal action but still not been refunded. I e-mailed the watchdog specific address 2 days ago, but surprise surprise (not!!) I've had no reply and still no refund. It's illegal to withold a refund for longer than 30 days as part of the distance selling act...why was this not mentioned by Watchdog? I've waited double this time and still counting.
Richard Bone's reaction sickened me, he told Richard Farleigh he had the means to pull a list of everyone owed money and pay them back immediately, yet even after the program airing he has not done so, and I would assume that clip had been filmed a few days if not weeks prior to us seeing it on Monday. I've not even had any response to my e-mails sent since 12th Feb, I literally can't get any response from them, automatcally generated or otherwise. If Watchdog bods are reading this PLEASE help - there are 68 posts above mine on your board, and we're all saying the same thing (except the one lucky soul who had a good experience), we really need more of your help if we're to see our money back.
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I am writing to ask for your help as we have had a claim open with Two Left Feet since 22nd Jan 2009 and have still received no refund. I am a mother of a toddler and am 35 weeks pregnant and hoping to receive my refund of £357 to allow me to purchase a pushchair for my new son or daughter in the coming weeks.
Having watched the program and read your report online, with the statement from Two Left Feet is seems clear that they have taken action to resolve the issues of those specific Customer complaints which were highlighted on the program, however we have not had the same courtesy shown and I can see from the many complaints on this site that we are not alone, still waiting for payment and enduring the same stressful experience at a time which should be happy and joyful.
I cannot express deeply enough my utter disgust at the way this Company have and still are treating their Customers, especially considering the nature of the purchases which are needed for new babies and very young children. How Two Left Feet can continue to leave new Parents without the goods, or the refunded monies which are desperately needed in order to provide for their new Families, is beyond me.
Please Please Please help those of us who are still being ignored by Two Left Feet and raise this issue with the Company again, to persuade them to resolve ALL of the open claims and not only those high profile cases which give the public an incorrect picture of how far they are going to put things right.
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Hi, very concerned reading all these posts. I'm due to have my first baby in 7 weeks and have ordered the Loola travel system with twoleftfeet. Not sure whether I should cut my loses now and try and retrieve the money from my credit card company or wait and see if twoleftfeet deliver. I've emailed "watchdog@twoleftfeet.co.uk" asking for an update on my order, but haven't received any reply.
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i agree he was let off too easily. when it cut back to the studio they were practically praising the guy saying it was being turned around. Sorry, but if someone takes peoples money for goods and doesnt deliver them then will not refund the money it is simple theft in my opinion. And it is all very well saying they have a 'lovely showroom', it is no doubt filled with display stock. its not a warehouse! they should have asked to see that, which is no doubt sitting empty!
i wonder if items from manufacturers can still be ordered from their website?
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On 14th Feb I ordered a pushchair for our expected first granchild. Their website states that all orders will be despatched/delivered within 30 days, although they will be earlier in most cases. However I was a little concerned by an E-mail received on 17th feb which stated 4-6 weeks for delivery.By this point the money had been taken from my bank account! Having now seen the watchdog programme and read the follow up comments, I am left very worried whether I will ever receive the goods I ordered and what my next course of action should be. I hope that Watchdog will continue their investigation into this company and feel that there is something wrong with our laws if this man can continue taking people's money and treating them in this way, especially when he is targeting such a vunerable section of the community
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My mother in law purchased a phil and ted#s pushchair for us as a gift. The money was taken immediately like so many others I have read on here. We have not received any goods as yet which was some time ago. I have tried the aftersales with no joy and have now tried to watchdog email address although again like so many others I dont think I will hold my breath. I may have to visit the warehouse to get this resolved.
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Two Left Feet were recommended to us by a good friend who was delighted with their showroom service - it was good for us too.
We placed a £750 order on January 2nd and were told to expect a 6 - 8 week delivery because bugaboo products are in such high demand.
At week 6 we began to email and call them only to receive polite but generic messages saying they would update us soon. It has now been 10 weeks and our baby is due today. Since we need a car seat to take our baby from the hospital we had no choice but to take urgent action. My Wife was also getting concerned that we had no pushchair.
We had no idea how common our problem was until we found this video clip from the Watchdog programme.
I have used the watchdog email address but no response after 24 hours. Hoping to get a refund via our credit card company having easily found an alternative supplier. I can't believe that Two Left Feet can be allowed to operate.
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I had problems with two left feet when purchasing goods for my son and daughter-in-law. We had to borrow a car seat to bring my grandson home from hospital. We did not get the Bugaboo Pram for quite a few weeks. I resolved this problem by contacting Bugaboo directly and then was loaned a pram until we finally received the one we ordered 8 weeks after his birth; I did get a small refund - I must add that Bugaboo were most helpful.
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well after watching the show monday night i felt asbsolutley sick at the thought of not getting the quinny buzz pram and dreami carrycot that i ordered in dec 08 or even getting my money back. was going to wait another 2 weeks then try and contact my credit card company. but to my suprise the following morning i received a text from my mum telling me that my buggy and carrycot had arrived!!! unfortunatly my bouncy chair that i also ordered still hasn't arrived. i was so over the moon that my pram had come 12 hours after the watchdog show was aired! thats watchdog for giving this company the kick that it needed. i'm sure if you hadn't of investigated them i would still be waiting. i don't hold my luck with my missing bouncy chair thou but at least i have my £400 pram. i do hope other customers receive their goods quickly too!!
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I don't trust a word of Richard Bones statement. When I ordered my pram I was explicit in asking if it was in stock and was told it was. After not receiving my order on time I was told there was a manufacturing delay! and stil no pram! I have e-mailed two left feet on a number of occassions, and to ther new watchdog@ address, and have had no response. I too am taking this up legally. I wouldn't be surprised to see Two Left Feet going into administration!
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We too placed an order for a pushchair and carrycot for the total sum of £450 back in Oct 08.
After 8 weeks we still had not recieved the products we ordered so we decided to cancel our order. We recieved an email from Two Left Feet confirming our e-mail and stating that the refund will be processed within 30 days.
After countless e-mails and attempted phone calls we finally received another another e-mail back in Jan 09 stating there had been an oversight on there behalf and that they would refund asap, this we are still waiting for.
My wife has now had our baby and we still cant afford to buy the pushchair our son needs.
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I brought a pushchair, carrycot and car seat from them last July thinking that it was going to be delivered within 4 weeks, i was 30weeks, after 2 month and loads of emails and phone calls i was going round in circles. now i was due within weeks and i had no way of bring my baby home from the hospital. i contacted Trading Standards and they advised a letter and calling my credit card company. They them promised to refund me within 4weeks but in the end i got my money back from the credit card company. You just don't need this stress when you are having a baby.
I hope everyone gets there goods or a refund.
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I appear to have got off likely compared to some who have purchaised from this shop.
I bought a sun umbrella to go with my Jane pushchair, it broke within two days, of getting it. Getting in contact with Two Left Feet was a total joke, after several phone calls and emails, (and i mean, several emails) i finally got the info to send it back, ref no etc. I sent it back as asked, heard nothing, went through the whole hastle of chaising it up again, again finally i did speak to someone and was told it was being dealt with,weeks later, when still nothing and yet more phone calls and emails i was told that they had never recieved it and could do nothing! Needless to say i never got a replacement umbrella. I learnt my lesson not to shop here again!
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Oh dear...
Been waiting 9 weeks now and I see this! One final email then it's with the bank for a chargeback.
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I am another one of those customers that ordered a complete travel system, car seat, loola up ushchair, carrycot everything on Jan 5th 2009 and have recieved nothing. I recieved an email at first confirming my order would be with me in 30 days then when it never came I chased again to be told 10-14 days. Again no pram so I emailed again no reply -- until the Sat night before the showing of the watchdog program and not heard a dicky bird since -despite sending 3 emails including. What should I do? I paid with my debit card and have asked my bank to despute the transaction but they cannot guarantee to get me a refund! I am 30 weeks pregnant and suffering from Symphisis Pubis Dysfunction and am unable to walk far thus ordering most of my baby stuff online. This is the only company I have had problems with and they state they are No1???????
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Just to update, I was the 70th poster on this board, a further 2 full working days have passed since then and I have still not even had a response from the watchdog@twoleftfeet e-mail address that I sent a message to on Monday, never mind my refund. I would have thought Richard would personally have gone through every last e-mail sent to that address and worked round the clock to reply to each and every one, and if there really were too many for one person to do that you'd think he'd get every member of staff actioning them so that they were all replied to within 24 hours.
I've been in contact with my card company now who are very familiar with TwoLeftFeet as they informed me TFL will eventually send a cheque out approx 45 days after the card company contacts them - nice to see they take every last possible day available to them, by the time they do this for us they'll have had my money for the best part of 6 months...
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Having been fleeced by two left feet see previous comment No 52. (although I did get my money back through insurance policy ) It not the money I am so hurt about I am still in shock at the way this company is allowed to operate in our society. I find myself wondering if the staff working for this company have any conscience. The staff must know what is going on, they must be taking direction to operate in this manner. After all they are getting all these emails and phone calls ??? someone official needs to act!!!Its a disgrace!!
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Placed order worth £800 on 2nd Nov 2008. Part delivered following phone call from the delivery suite on 7th Dec. Still awaiting £180 of goods.Have been promised delivery on numerous occasions. One item we were waiting for was listed as being out of stock when we ordered but when we called pretending to be new customers, we were told that they didn't sell the item. All very frustrating, child now growing out of some items we have not yet received!
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I ordered items on 24th Jan and like everyone else was fobbed off with 30 days delivery despite them taking the money upfront. The customer service is appalling with email only communication. After chasing they advised they "should receive my order next week" but I decided on 2nd March enough was enough and decided to cancel - only to see Watchdog that same evening! I am pursuing refund via my credit card company having heard nothing back from TLF and would strongly recommend others to do the same. I am fortunate that my items are not as expensive as the losses other customers are suffering from, so I ordered the same items from Mothercare on Monday (a little more expensive admittedly) and they've already arrived, 4 days later. TLF deserve to go out of business but it's appalling so many vulnerable people are being caused so much financial and emotional stress, exactly at a time when it's not needed. Watchdog needs to keep on top of this.
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Please Help!
I've ordered a Pram system worth £390 from two-left-feet back in December and still waiting for the goods. After watching the watchdog program, I emailed them again (on both email addresses) and it's been over a week without no reply. I've also requested a refund...but again no reply. Any advice on the next steps?
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I ordered goods which turned out not to be in stock, a day later I cancelled the order. They had already taken my payment - that's one area they don't seem to have a problem with! I have been trying to get a refund since January with no avail. I have threatened legal action and have contacted Trading Standards, but still no refund. I have just used the Watchdog email address today.
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I ordered a Quinn Buzz 3 pram on 31st December.Was told it woul e with me within 30 days.No pram so i emailed them,no response,tried ringing them the sales team were just rude and would not help.After more emails they sent me a reply to say pram would be with them within 10-14 working days.Surprise Surprise it never arrived.When i rang the sales team again i actually got someone who was very helpful and she said she would pass on my message and someone would get back to me within 48 ours.This never happeded.Have sent the MD a letter demanding pram or efund but still no response.I paid by Debit card so i can't even claim the money back from them.Baby is due in 8weeks time and i am just hoping i get the pram before then.I wish i had looked more into this company before i placed my order.
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In 2007 I was pregnant with my first child who was due in the August of that year. I ordered and paid for a Silver cross pram from two left feet in the June but by the August it still hadn't arrived. Week after week I kept on contacting the company only to be promised a delivery by the "end of the week". In the end my son was born and I had to rush out and buy a pram from a different company. I then had the task of getting my money back fro two left feet and what a struggle it was. As you can imagine with a very young baby I had very little time on my hands to be constantly chasing this company for money for a product that never arrived. In the end my husband had to do the chasing even though he had very little time either. After a constant battle and threats of legal action and contacting trading standards I did eventually get it back the money, but what a nightmare time it was. No way would I ever order a thing from them ever again. I have completely lost faith in their company and hope they go bust, they are certainly going the right way about it. Lets hope its soon to prevent others falling for the tactics. Who needs this hassle?
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It's absolutely disgraceful this company has so little respect for its customers specially as majority of them are pregnant and need to avoid stress! Wont bore you all with my story as its been told in all the other posts.How they are still operating is beyond me. So he has two children himself? And a wife presumably. Wonder what she thinks of her husbands company how it treats pregnant women.
Come on Watchdog - we expect a follow up. No reply from the watcgdog email what a suprise...
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I ordered a Loola up Package in early December and my baby was due New years day. After they took immeidiate payment they e-mailed saying there was a delay of 10-12 weeks for delivery. I decided to cancel my order as i needed it before this time espeicially as the package included a car seat which i needed in order to bring my baby home from hospital . They acknowledged this and said i`d have my refund within 30 days. January came , no refund but a gorgeous boy arrived . As i am not in the position to pay out for another pushchair whilst still awaiting my refund i`ve had to borrow a 2nd hand car seat which i know isn`t a safe option . And borrow a pushchair which isn`t suitable from birth. Which is not what i wanted for my now 8 week old son . I`ve e-mailed and i had one reply saying it was an oversight and they would notify me when it had been refunded. I`ve e-mailed since but no correspondence from them . I also e-mailed the watchdog address as i saw that as a glimmer of hope. I have now paid 4 months interest . And i want that refunded too . Please help us Watchdog . As they are not taking anything on board.
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Could the watchdog team explain why they turned TLF's indiscretions into a virtual advert for the nice man that runs it and lovely showroom.
Anyne turning on at the end of the program would have had no idea of the scale of the problems.
The program ignored several factors that help assess that companies overall attitude:
1. The company publish on their site that they will process a refund up to 30 days after a cancelled order. This is an area of the small print most won't see, or think relevant. In consequence though, if they eventually cancel after weeks of non delivery then it will be a further month before they can get the money back on thier card to buy elsewhere. This probably causes many customers to get locked in..should I wait for the bus or start walking!! The watchdog program should have raised this clause on air and sought agreement to drop it for all cc sales. A refund should occur the same day an order is canceled as it is with most companies.
2. The company runs large banners claiming a sale that ends today, yet the date moves forward each day so actually its misleading. Did watchdog look at whether this is ethical or legal? It seems to break trading standards by implying a need to act fast to get sale prices when actully the sale is never ending. Does this TLF policy indicate a company concerned with honesty and transpareny ? Watchdog should have commented.
3. The program made much of TLF having a system that will no longer take orders if there is no stock. Did watchdog test this? There are many items available to buy on the site which quote very many weeks delivery time...despite as I know, that the manufacturer can supply the same items in a few days to other retailers. Tripp trapp is an example: the tlf site still accepts such orders despite having no stock of many colours. Have watchdog misled viewers here?
Will the program please monitor complaints carefully and look for any sign that the above are causing ongoing grief... its a very vulnerable time to be expecting a child and choosing what to buy and from whom, often stretching credit to the limit, and mothers should be protected as much as possible
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I'm another mug who likes a bargain (so my husband tells me!). And now I agree , you do get what you pay for!
I bought a Concord Neo Pushchair from two left feet on Feb 26th. When I got it home and took my baby out for a walk the brakes kept coming on. The same thing happened the next day in the middle of a main road. So as the pushchair is faulty the next day feb29th I tried to contact them by phone, only to hear that after sales are only dealt with via e-mail. An e-mail was sent and I am still waiting for a reply. Yesterday I phoned again and was told that she couldn't discuss after sales as that can only be done via e-mail. So, I told that assistant that I don't have access to a computer at the moment. Her reply "well you better find a computer elsewhere" . Surely a company should not assume that everyone has a computer????
So I have now written to them and am awaiting a reply and a refund for the sale of faulty goods. I missed the watchdog program and was horrified to see the vast numbers of complaints made to watchdog about two left feet. I stumbled across it when my husband said we should complain to watchdog. Well I guess its not really a such a surprise is it?!!!!
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I sent an email to them straight after the watchdog programme and received a response today (6 days later!) asking me to bear with them and they will update me soon...! This is disgraceful, I have no faith in them whatsoever, they owe me £114 for a car seat that I cancelled before delivery back in the beginning of September 2008. I don't believe they have any intention of refunding me the money I'm owed. I think they got off far too lightly on the programme. I am waiting to hear that I will be refunded the money that is rightly mine. Incredible to think that this company is aloud to trade in the UK!
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We placed an order with Two Left Feet on the 1st of Feb for a Phil & Teds double pushchair and extras, expecting delivery well within the 30 days. I began to e-mail them after 3 weeks asking when we could expect delivery and received no replies. 20 emails later (5 of which asking to cancel my order) and I have yet to receive a reply.
We have e-mailed them through there Watchdog email address, and guess what, still no reply!
After all Mr Bone quoted on Monday’s program you can still order items out of stock, which he stated had been addressed.
As we are now expecting our second child we have had no choice but to contact the credit card company for a refund and place an order with another company for a pushchair which turned up in 3 days! How can someone continue to be able to get away with continually fleecing people? Judging by the number of complaints I would say Richard Fairley’s guess of 10K of outstanding orders is more like 100K!
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Oh! Come on people!
If you're silly enough to blindly give your money to some company without even questioning its reputation or its reliability, as much as TLF are at fault, you deserve what you get.
After all, would you give your cash to some stranger to go and buy you something and then hope to receive what you wanted or get a refund?
Of course not!
[Your comments - mashabella says:
this person's comments are insulting to those who are victims in vunerable situations...calling them 'silly' and therefore 'deserve' what they get is also very personal attack. If some of the victims have severe post-natal depression and already feel distressed because of what happened and the situation they are in due to the fault of this disgraceful company...making them blame themselves would probably be just enough to push them over the edge.]
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I purchased a Phil & Teds buggy in June last year. Delivery took 3 months. I don't know what i was thinking, but I placed an order on 19th Jan 09 for a car seat - which stil has not arrived. I have e-mailed them several times -which they have responded to - but have said its going to be another 10-14 working days. which it now has been. Being a mum of 2 young kids - i just don't need the stress! will never order from this company again! i wish i learnt my lesson 1st time round.
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Two Left Feet are horrendous. I will never order from them again and are advising all my friends not to do so either. They have rude staff, rubbish aftersales service and like many others my items never appeared! I recieved a cheque in the post today for a refund after threatening both to go to their showroom and legal action. Shopping with this dispicable company was the most stressful experience I've ever had with online shopping. Trading Standards really needs to get involved.
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This company is an absolute disgrace. I seriously have no idea how they get away with it. We have ordered a Bugaboo package inc car seat and all accessories and a BT baby monitor. We ordered 1/1/09 and have recieved nothing. When we ordered we thought it was a bit strange that we didnt recieve a confirmation email. All decent companies do this. It is common courtesy (something TLF know NOTHING about). As if pregnancy isnt stressfull enough without thinking your baby wont have a car seat or a pram. You cant actually leave the hospital without a car seat. So with thanks to these jokers we are going to have to order from somewhere that actually delivers the goods and doesnt take payment until goods are dispatched. Luckily for us our credit card company are sorting this out.
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We ordered a Bugaboo and Maxi-Cosi travel system on 5th Jan 2009. I was suckered in by the "15% off sale ends today" feature which seems to be a semi-permanent feature of their site.
Our baby is due in early April so we thought we were ordering in good time. I also suspected that due to the falling Pound, prices would likely be going up if we left it much longer.
After 7 weeks I emailed TLF to get an idea of a delivery date. They replied three days later saying they were "checking with logistics".
Then yesterday (9 March) I received a mail stating our order would be delivered week commencing 4 May. Clearly we'll have to ask our baby to "stay in the oven" for another month!!
I've been in email contact with TLF today and they're unable and unwilling to bring delivery forward or even understand why this is a problem.
Meanwhile, as I predicted, prices have gone through the roof and my £700 order now costs over £950 from other sources.
I actually thought about contacting Watchdog - and was then amazed when I stumbled across this article when Googling for 'Two Left Feet can't deliver Bugaboo'.
Watchdog - PLEASE do something. TLF are still topping the search engine rankings when shopping online - more and more people are going to be suckered in and disappointed. They need to shut up shop and concentrate on DELIVERING goods AS PROMISED at THE PRICES PROMISED.
Our baby is due in a month and I honestly don't know what to do!
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I, too, was taken in by the hype. After much research (clearly not quite enough) I placed an order with Two Left Feet for over £600 worth of goods - pram, car seat etc - for the approaching birth of our first child. After a promising start, I then found it increasingly difficult and then impossible to get a delivery date from the account manager. After hearing worrying stories from others, I left 2 voicemails, and sent an email demanding a response - I couldn't get through to any management to escalate. By this point (week 34 of my pregnancy) I was completely stressed out and worried sick. I then received an email from them, not acknowledging my messages, saying delivery would be delayed a few more weeks (to 11 weeks after my order was placed). After checking I could reorder elsewhere with enough time for the birth, I cancelled the order, and am now pursuing a refund through my credit card company. Interesting, a few days after your programme I received an email from TLF apologising for the delays, and assuring me my order would be delivered in April, several weeks after the birth (despite the fact that they had previously acknowledged receipt of my order cancellation!). Too little, too late.
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I have also had problems with Two left Feet which I wrote in to Watchdog about ( one of the 500+ who told their story to a BBC researcher). I cancelled a pushchair order after they emailed to say it would be months late in delivery. They had already taken the money and explained they would refund within 30 days (same old story as many others) after months of waiting for a refund and numerous emails and recorded delivery letters asking for my refund, to which they still did not reply, I am now having to go through the difficult process of receiving a refund through my credit card company. Even after TLF appeared on Watchdog I have not heard anything from them and I amazed that they are still trading. They clearly have not acted on the advice given by Watchdog as I and many others are still waiting refunds and have had no contact from them. It seems they are leaving it to the credit card companies to refund their customers.(At now 39 weeks pregnant this has been extremely stressful). Are Watchdog to follow this story up again?
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I ordered a maxi cosi car seat for my daugther at the begining of the new year its now bin 7 weeks and i have not yet received my order despite emailing them everyday for the last 2 weeks and calling them without getting any answer, my dugther is in desperate need of this carseat as she has outgrown her 1st carseat and i feel i cant take her anywhere in the car due to her safety. I'm most disgusted in the way they have behaved i got 1 email confirming my order and nothing since despite mailing them constantly. I ordered my pram from TLF last year and had no problem they actually delivered within the 30 days stated in my mail hence this was the reason why i choice to order from them again. And to add insult to injury they took the money from my account on the day that i placed the order, i just want my carseat if not i want a full refund and am considering in taking the matter further. Had i read these complaints before i would have thought twice about ordering from there despite having used them before.
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We are at day 18 now since our circa £500 order was placed and the money taken for a travel system including the 'cannot be without' car seat. We have had no response to emails including one sent via the Watchdog link. How we wish we had gone to a more reputable company and paid extra and had none of the stress of worrying whether these essential items would arrive before our baby who is due shortly. Where is the action promise by Richard Bone and how can Richard Bone? This company is potentially damaging the health of unborn children and that is unforgivable.
And to notlamc I would say keep your opinions to yourself, you are not helping us. Yes, we all made a mistake but we don't need your self righteous comments at a time like this.
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I ordered a twin pram and carrycot from two left feet in February of this year. The company advised me that these products may take approx 30-40 working days to arrive as they were awaiting stock. I am glad to say that I recieved these items on Monday of this week!
Two left feet emailed me again to notify me that my items had arrived earlier than expected and would be posted out that day, last friday, and they arrived on monday morning.
This I felt was fantastic service by the company = bearing in mind I live in the north of scotland and most companies try to tell you it takes a week for items to be delivered to you!! As said its the north of scotland not outer mongolia!
However I thought I would add this comment to here to show that the company are obviously trying to work on their delivery process and for anyone who is has just ordered with the company to perhaps drop them a quick email to verify the status of their order before running off and cancelling after reading all these negative comments.
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I am also one of the many victims of TLF. I had my Bugaboo stoller ordered on Jan,1st, 09 until today March 13th, Nothing has been delivered. I've sent countless follow up e-mail also no reply.
I was lucky to find this thread about the watchdog and find out that many of us have been victimised by TLF
I'm going to take a legal action against TLF if no response given about my order. It is time to seriously take action against this company who had treat so many customers miserably. You just need one person to do take the first step and I'm sure many will follow.
Good luck TLF. You might get away before, but rest assured you have been exposed unless you take some serious action to resolve.
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Ordered 5th Jan and just got an email stating expected delivery of 11th May - wel after babys due date!
Luckily for me, I also just got an email from my back confirming they've prcessed the £700 chargeback and credited my account.
Good riddance TLF.
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Sadly I placed an order with this company without reading up on them just a couple of weeks ago. I've tried to cancel the order, as the pram I ordered literally vanished from their website just hours later! There were no delivery times stated on the item page whilst it was showing, or stock availability, and now it's disappeared! I have no idea if they even have or are getting the item in. Their after sales team just kept sending automated responses to my enquiries, so I thought I'd better start the refunding process nice and early since my baby is due in 8 weeks, and by the time I get my money back, my daughter will be wanting keys to her first car and not a pram!
Interestingly though, they put 2 phone numbers on my original e-mail receipt. The first is their usual one, but the second is registered to a greengrocers shop in Bedford!! Nice!
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Hi guys,
I am desperate for your help.I have bought some goods online for £620. They instructed to make a payment through [company name removed] and gave the name whom I should send the money. After I paid I received the e-mail that goods been dispached,but they never arrived.I was e-mailing the company.Firstly, they said that goods were damaged in the post and returned to them and they will send them again to me,but that never happened.After that they do not reply to my e-mails any more.Could you please advice me where to go for a help to get my money back from them.
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thank you thank you watchdog. i ordered a changing bag from two left feet 8th August last year. Countless emails back and forward. Promised not met. Finally due to your program and a quick email with all my details on we got an apology and a week later a cheque. Still cant quite beleive it we really thought that we had said good bye to our money.
So once again a big thank you for your interest.
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I am still waiting a refund from them for a pushchair ordered on the 28th November - written letters and emails but no sign of any money -next step is the courts. Has anyone actually taken them to court - if so did you get the money? I
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lyds.. there are many forums with [TLF]on it, they seem immune to the courts but not the banks. We have taken advice after countless emails requesting money back for our pram, they cancelled the order but as of yet the promised refund is still no where in sight, we have been advised by trading standards to send 2 letters (recorded) to try get the refund and then to contact them again if no joy, we have also spoken to the bank who have startded an non fraudulent dispute claim on our behalf against them
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I have followed Richard Bone's advice and e-mailed Watchdog@twoleftfeet.co.uk twice already since the BBC Watchdog programme and surprise surprise, nothing has happened. I still haven't received my money back eventhough their cancellations department had confirmed that I would be refunded within 30 days of the order cancellation date.This date has come and gone and still nothing.
Mr Bone, do you have any other suggestion? Could you maybe publish your home phone numbers so we can address our issues with you directly?
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I've given up on TLF we have been unable to get a response by phone or via email since Feb 25th. Our £650 order from Jan 9th is now way overdue.
Have contacted first direct to get a credit card refund.
Come on Watchdog don't let these crooks continue to steal our money!!
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Contrary to the other Bloggers. My dealing with TLF have been somewhat better.
At the beginning of February I ordered a whole package from them for £689.
Money taken mid February.
After the item on Watchdog, just dropped them an email to their afterasles and their watchdog adresses. Got a positive response.
A few days ago got notication of shipping and on Tuesday this week (16th March) all of the order was received. All in All a very positive result.
Conreatulations all round!
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I ordered over 800 pounds worth of equipment including a Bugaboo from TLF in mid-January having been recommended to TLF by a friend who used them about 18 months ago. When i placed my order i did read the small print which said my goods would only be delivered when the item with the longest lead time (bugaboo) would be in stock but that it would be no more than 10 weeks. With our baby due in early May i felt that this was okay since i had 4 months to play with... Having just been told by another friend about the Watchdog programme, and watched it back online and the 121 comments listed above i'm now very doubtful as to whether i'll ever see my goods, certainly not before the due date! I've emailed TLF today and got the standard reply that they will respond within 3 working days... if they don't reply i'll cancel and try to get my money back or go through my credit card company. What a nightmare! Even worse, my wife has no idea about all of this and with her being 33 weeks pregnant i'm not looking forward to breaking the news to her. I agree with an earlier comment that i wouldnt be surprised to see TLF go into administration; i get the impression that the comments here are just the tip of the iceberg - Mr Bone must have a deathwish!
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I placed an order with Two Left Feet for a Buggaboo pram system on the 21st Jan 09, which cost over £753!! So spending that amount of money you would expect some degree of customer service.
I even asked the sales lady if it was true about some of the rumours I had heard about trading standards being contacted about there service. And she looked completly blank faced and said no.
After completly reassuring me that they did not have any supplies issues. I was then happy to go ahead and placed the order, paying the full amount.
Several weeks past and I had not heard anything about any possible delivery dates, so I sent an email and on reciept got the standard reply email back about waiting 3 days for a response. I waited and nothing.
Each time I tried to ring you can only speak to someone if you are wanting to place an order, but no contact with the after sales team is possible. I even left a message with a lady on the sales team and she reassured me that someone would call me back, but yet again nothing.
After 6 weeks had passed they did actually send me the maxi cosi car seat that I had ordered as part of this system, but without the isofix base.
After aabout 20 emails and no response I personally went into the show room on the 18th March 09.
I eventually managed to find a member of staff, but again was unable to speak to any of the 'after sales department' (if they even actually have one!!) and explained that I was 2 weeks away from my due date and have waited over 8 weeks already for my buggaboo pram system.
She asked for my order number and then went off to find out some more information. When she returned, she merly shrugged and said to wait two more weeks and then to phone back and they may have a delivery date!!??!
I politley said that this was not acceptable situation, I had already waited a long time, no body answers the phone any way and asked for a refund on the items that I had not recieved. Which she did.
What does surprise me though is how they are still aloud to advertise all these deals on the internet site if they are unable to supply there existing customers.
I then went straight to John Lewis and guess what, was able to purchase the same system which is being delivered to my house the following week!!! After Two Left Feet had been blaming Buggaboo, saying that they had a supplies issue.
I also contacted buggaboo directly, and they have confirmed that they have stopped all supplies to Two Left Feet due to there poor service, but are endevering to meet all outstanding orders!!
I can not believe that this company has not yet been shut down by trading standards!!!
I think Watchdog should go back as they clearly have not addressed any of the issues that they promised and are still taking money from people in the knowledge that they can not supply them with the products.
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have just read this article and found very very very similar situation as mine! Unfotunately, I am not from UK. Anyway, the story began, when I ordered a Maclaren Techno XT on 20th of November 2008 from www.twoleftfeet.co.uk. The delivery adress I gave in UK, because a relative lives there. So... I was waiting for the buggy for almost 2 months and on the 5th of January 2009 I canceled my order. The cancelation was accepted and claimed to refund me in 30 days. Of course no money dropped into my account and after 30 days I wrote them again, and I got the apologizing answer and promissed to refund as soon as possible... that was on 7th of February 2009. Today is the 19th of March and neither good nor money :( Today I visited my credit bank, but I was told, that there are more than 120 days passed after money operation and they can't help me to get money back :( I keep on writing them letters remembering, that thay have not refunded, but no answer I get. I feel so depressed, because money worth is 129,43 Pounds :(
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i purhased £800 worth of bugaboo on 23rd jan ,money taken straight away ,still no contact regarding delivery ,never heard from tlf apart from generic email.tried speaking with sales but they dont want to no ,apart from keep taking peoples money.i am moving forward with small claims court and local solicitor.
baby due next wek ,no car seat of pram.
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Hello – We am in the very same big boat as the people who have posted above. We ordered a Bugaboo and Maxi Cosi on the 18th of January 2009. At first we got no email confirmation – but after emailing them (TLF) and Bugaboo they eventually confirmed that we had placed an order. Since then we have heard nothing from TLF, but have been in contact with Bugaboo (and they have been great). Watchdog should definitely go back to them and see what is going on!
In the meantime, we will do what others have done before us, wait a bit more, cancel the order, wait for another 6 weeks, and then start legal proceedings against TLF to try and get our money back.
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Another customer Twoleftfeet have let down. My wife and I ordered a Silver cross travel system on the 7th Feb 2009. We were promised the goods within 30 days, but to this day we still have no goods. Numerous calls were put into the team who were extremely rude and unhelpful. We have demanded a refund by sending an email to `cancellations@twoleftfeet.co.uk`. This is something they do not publicise on their website. I still don't hold much hope for the money being refunded within the 30 days. However, I will continue to fight for my money and will go to a court if needed. We are all entitled to our money back under the distance selling regulations if they fail to deliver the goods within 30 days; so don't let them fool you with garbage.
I will be reporting the company to the office of fair-trading on Monday with a view to taking this matter as far as possible. My wife is 35 weeks pregnant, and extremely stressed about the matter. I will now be doing everything I can to make this company pay back the money they owe us. I will be phoning everyday to complain until my money arrives back into my bank. Please help us Watchdog!!!!!!!!
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I ordered and paid for a car seat from Two Left Feet on 18th January 2009 and I am still waiting for the goods - everytime I mail them they say it will be with me in so many days I am now getting pretty fed up with it !! Why are thet still allowed to trade if they have such a bad reputation ? They should be shut down - I am a mother of two - a 3 yr old and 9 month old - have been made redundant and am very skint and cannot afford to get another car seat until I get my money back. I have now contacted my bank to see if they can help !!
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i bought a silver cross pram system from them on 12th of october2008, they told me it would take 4 weeks as you can imagine it never came,i phoned them and e-mailed them severall times and they e-mailed back saying as soon as it comes in it will be dispatched to me straight away, another few weeks passed and i e-mailed a further 3 times with no reply,so decided to cancel my order as i only had a week till my baby was due, i then recieved an e-mail that i would recieve my money in 30 days that was up on 26/12/08 suprise suprise still no word or money in my bank, so i e-mailed them again eventually after 5 days they replied apoligising for the inconvinience it was an oversight on there part that i would recieve my money a.s.a.p, i still to this day have not recieved my money and they no longer are answering my e-mails, after speaking to trading standards they advised me to send a recorded delivery letter stating that they have got 10 days to contact me with the money they owe me or i will have to start legal proceedings, it's gone way over the 10 days now and still no word so i am taking them to court. they really need to be shut down they have caused nothing but stress. please watchdog stop them from doing this to anyone else!!!!
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Still waiting for our goods after 30 days and not a single response to 5 emails and a tel call where someone in sales said they would get aftersales to contact us. Come on Fraud Squad! Where are you!! Someone do something!!!! Trading standards, Gordon Brown. ANYONE!!!!!!!!!!!!!!
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I am absolutly gutted to have found out about all the problems people have had with TLF. We ordered a pram and car seat on the 9th jan - have had no communication from the company - no suprise there then. Have sent three letters today to the MD and accounts dept threatening legal action.
I feel very sorry for everybody thats been a victim of this awful excuse for a company.
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All the promises have now been proved to be lies. This programme aired only a few weeks ago, am I to believe that they did not know at the time that the business was about to go bump.....well it has.
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We are still awaiting 180 pounds worth of goods from an order in December.
Their phone-lines are down and so is their website.... is that finally the end of them??
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Just to give people an update on my earlier comment - since receiving my email response from TLF last Thursday in which it promised that my querry would be 'dealt with personally within 3 working days' I have heard absolutely nothing from TLF.... i'm not surprised in the slightest given the sheer number of people across the internet complaining about this company. If you're new to this blog and considering purchasing from them then seriously take note - you won't see your goods, you won't be able to communicate with the company, and you'll likely be in a lengthy legal process to get your money back. The whole affair is scandalous - it has gone beyond the remit of Watchdog and should be a matter for the courts!
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Mamas & Papas has been made aware that Two Left Feet has suspended trading as of 24th March 09. Mamas & Papas takes customer care very seriously and we would like to assist any Two Left Feet customers who have ordered Mamas & Papas products and facilitate their order to completion.
If you have ordered Mamas & Papas products and have still yet to receive them, please email your name, address, order number, product details and method and date of payment to customer.care@mamasandpapas.com
Many thanks,
Mamas & Papas Customer Care Team
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Hello
I have already added my story (see Number 123).
I strongly advise, if you are able to. To go to TLF in person with your order details (need original paperwork) and same credit card that purchased the item with, and then demand a refund.
They should then put the money straight back onto your card.
I believe that as they are sitting on everyones money, this is what is probably keeping them open!!
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Just another update - i didn't receive an automated reply email today from TLF and i've just discovered that TLF are no longer the sponsored link on Google and their website has now completely disappeared! I contacted Visa this evening and they have agreed that it all looks very shadey and are going to refund me in full. If you paid on a credit card you should be okay...
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We ordered a complete Bugaboo system from TLF in mid-February for almost 800 pounds, lured by their low prices. For some reason I did not do my usual research on the opinions about a retailer as I always do. Right after placing the order I was asked to submit an opinion on Shopzilla, and to my horror saw feedback of previous customers. I wrote TFL to cancel the order straight away (within 2 hours of ordering).
As you can guess, my credit card was charged anyway, but few days later I got confirmation of cancellation and decided to wait rather than asking my bank for a chargeback. After reading the lame excuse of Mr Bone on this website that delays in processing their orders and cancellations are due to their failing computer system, I reminded them that a refund is due, and I will not be willing to wait beyond 30 days as per distance selling regulations.
Exactly 30 days after order cancellation I received an e-mail saying that a cheque is on the way, and I did receive it a few days later in the post. However, the cheque BOUNCED yesterday. The website is dead saying 'too many connections' and I presume they might be going out of business. My bank is willing to do the chargeback.
If you paid by credit card, do not wait but ask for chargeback straight away, refer your bank to this website and other ones showing opinions about this company. I am sure they might know them already anyway.
I am appalled that these people cause so much anxiety to all of us in such an important time in our lives. That should be punishable by hanging, drawing, and quartering. Shame on you, TLF and Mr Bone!
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I ordered goods worth £272 namely a Mura 3 grey slice buggy, footmuff and carseat raincover on the 21st February, the items at the time were reported to be in stock. I recieved confirmation of order on 23rd February stating that the goods would be dispatched within 30 days or sooner! I heard nothing further and so emailed them on then 12th March asking if they had any update on the delivery date. I recieved a reply on the 15th March claiming they were expecting a delivery in the next 10-14 days and that the goods would then be dispatched in over night delivery. I have still not recieved the goods or any notice of delivery. I have tried to access the website and this appears to be either malfunctioning or closed. I have heard via forums that showroom is also closed. Has this company gone into liquidation?
I would like to add that at the same time of ordering i purchased a carry cot that attaches to the mura 3 from a company in germany and recieved these goods 3 working days later, with updates of their progress as they were shipped accross europe!
My baby is due 3 weeks tomorrow I have no idea whether TLF still exists? my child has a pram? or whether as a single parent I have just lost what to me is considerable sum of money!
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Have they stopped trading? I see their website is down and they are not answering the sales line today. i am also living the Two Left feet nightmare with a £1000 order not being honoured.
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I have heard a rumour that TLF have gone/going into administration this week is this true?
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:( I wish i saw the bad reviews about the site before i ordered. Iv just ordered a Silvercross travel system Monday, spending over £300 with them.
I have always done online shopping, After months i found TwoLeftFeet.co.uk were the cheapest for my pram, claiming you get 10% off all orders and this promotion was ending today(Only to find out just now, aparently they say this everyday), i ordered straight away. Straight after i recieved an email confirming all my details and it saying the order was currently being processed. But nothing about the delivery time of the item.
I went back on the site to check again of the delivery time, and it is very unclear, it says it has icons by each of the products, either saying 2-3 days, 7-10 days, 2-3 weeks etc. But my silvercross pram had nothing on the page claiming how long delivery time would be.
Today i tried to access the website, and all i can assume is the website is down, when you type in www.TwoLeftFeet.co.uk all you seem to get is "The page can not be displayed at this time. Error: 1050: Too many connections. Please try again later. " This worried me, so i emailed the aftersales, and i got an automated response, saying my concern will be dealt with, within 3 days. At the bottom it describes how products can take up to 30 days to deliver, which i was not informed of till now. Their website is not clear, i would not of known this, had i not emailed them. This is not good enough, i would not of ordered if its going to take 30 days, when people are saying they have waited months for their products, or some never got them, my baby is due in 3 weeks, and i do not want to chance waiting the 30 days for the pram and car seat, just for a chance that it may never arrive. And now their website is down. I feel really upset and angry that nothing has been done to shut this website and shop down, as people are still ordering from them, not knowing there was issues with so many other customers before, how can the website carry on taking orders when they have other orders that have not yet been completed. They have already taken my money, i will not be able to purchase another pram till i get the money back, i am just hoping i will recieve the item soon, and not have problems. Its just not very reassuring to see that after i made the order, so many people have had problems with TwoLeftFeet, and now i may not get my product or money back. :( What can we do to stop people ordering with them? I would not of seen these pages and pages of bad reviews, if the website was not down, because of this i decided to type into a search engine their name and review. I really dont like the fact that i have to wait 30 days to find out if i get my product, i dont have the time either, and even after that it turns out others wait months just for a refund too!!!
Im looking to drive down there at the weekend. Has it gone bust then? Will their shop still be open?
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There is a rumour in the trade that the watchdog progam went soft on TLF because of interest in buying tlf from the Dragon's guy. Hopeful watchdog can clear this up publicly.
[Note from Watchdog: Watcdog is happy to confirm that this is complete nonsense! Best reagrds, web team]
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I have also had the same experience as all above. I won't bore you with the details.
I got my money back without waiting the 30 days for the refund and this is how is how.
When TLF advised me that they did not have the items in stock (after chasing them) they offered me an alternative date and an alternative product for part of my order.
I spoke to my credit card company who advised me on no account cancel the order because then I would have to wait a further 30 days for my money.
As it was just 1 week away from the deadline for the 30 day delivery I emailed them telling them that I expected the goods I ordered by that day and after that day I would refer the matter to my credit card company as they would then be in breach of contract.
They didn't deliver by the due date and on the 31st day after I placed my order I phoned the credit card company. As it was a Visa Credit card they used Chargeback to retrieve my money from TLF's bank. It was in my account 2 days later.
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I'm not alone....clearly!! Ordered a maxi-cosi tobi carseat from this company on Dec 3rd 2008, I was led to believe the item was in stock and the money was taken straight away. I then emailed them for an approximate eta and was told that it would be no longer than 28 days, which passed without a carseat being delivered nor an explanation as to where it was or when it would come. There then followed a series of emails from myself to them, some of which were answerwed with very vague "stock" answers, most of which however were ignored. Finally on the 18th Feb 2009 I lost patience and cancelled the order. (Incidentally I then went to their main competitor kiddicare.com and had a seat delivered within 3 days). I then got the standard email from "accounts@twoleftfeet" guaranteeing a refund within 30days, which has now passed and I have neither any money nor any communication from them, despite several emails from myself to this new email address. I called my bank today and explained the situation and they are reporting it to card services (as I paid with debit card). So I should get my money back, from my bank in a few days, it's then up to card services to chase the company for the money, however if they are unsuccessful it's back on my toes and the bank will take the money back off me.
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I order the silver cross pram and travel system and spent around 400£ 2 weeks ago... couple of days back their website gone off and their sales team telephone also has stopped responding now. No email replies. I got curious and found out the Watchdog by BBC. I rang my credit card company and they told me that they are sending me a form that I will to fill in and send them back to start the process against UK government keep such a [business] running that seems to never honour any order. How many young and new parents in this credit crunch has to suffer mentally during the time near the labour. Most of us have to wait for confirmation of refund before deciding to order a new product else where. I wonder why their online business account is not closed despite of so many complaints by cusomters. BBC please do a little more for us by showing more about TLF again.
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Same story I am afraid. They took £470 for a Jane pram system and also £16 for postage. The delivery date has passed and they have not responded to email or phone. Their website is now no longer working and their showroom has also been closed. . This does not look good as my wife's due date is in 5 weeks.
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We physically went in to the store in Kempston Bedfordshire to order our goods. We are still awaiting our bugaboo footmuff, nursing chair and cabrio easy fix base for maxi cosi car seat! Due in 1.5 weeks and heard today they have ceased trading, we went down to the store/warehouse and sure enough they were closed no sign of anyone! How can we get our goods or get in contact with TWO LEFT FEET!
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Hello Guys I have some news on Two Left Feet, I have heard they have gone into liquidation.
I have consequently been trying to get on their site and cant bad news for those trying to get their money back, but at least no-one else can be caught out by their terrible so called service.
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oh no!!! is the showroom still open????? Please dont say its gone bust, we need 2 get our money back. What happens if its gone into administration?
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I live only a few miles from the Two Left Feet showroom, so went to pay them a visit today as they owe me either a Bugaboo buggy or over £700!! I too had been promised an email no later than the end of last week with an up date regarding delivery of my goods - obviously I have received no email from their pathetic specially set-up 'Bugaboo team'!
I noticed that their website had stopped working on Monday evening, so went to check if anyone was about today(Wednesday, as their showroom isn't open on Tuesdays)! Unfortunately, no one was at the showroom premises, except another man peering through the windows from the outside! I assume with that they have gone into liquidation, as I don't see it possible for them to continue trading.
I have contacted Companies House & The liquidation services to check whether this is the case but they told me no liquidation notice had been given to them & that all TLF's accounts info was up to date.
I have since contacted the credit card company which I used to make the payment to TLF, who have told me that they will issue a refund of the total amount (they also told me that we were the third customers to ask for a dispute refund from that particular branch in the last week!!), which is good news for us, but I feel for those of you who have paid by debit card - I really hope you all get your goods &/or refund!
Watchdog MUST catch up with the owner & bring this company to justice!!!
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Have heard through Bugaboo UK that TLF have infact gone into liquidation/Administration. If like me you have placed orders using your credit card-get onto them quick and log a dispute.
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i like many others was quite shocked when i learnt about two left feet .I ordered a bebe confort loola pushchair and car seat to match for £283 on the 18 feb 2009 they confirmed order on the 19th feb 2009which is not long compared to some people. I have sent emails to get a full refund but i dont hold much hope . what do i do now watchdog. One grandchild who will not be having a pushchair or car seat. i think they have gone bust cannot get on web site
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I have been informed that Two Left Feet stopped trading yesterday. I have been trying to chase up my order with Bugaboo and was informed by Bugaboo themselves. They recomended to try and and get the card company to refund money.
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I am still waiting for my refund, promised in Aug 2008 ...
Two things which might help others in the same position -
1 - I lodged a complaint with Bedfordshire Police and they have an ongoing investigation against 2 Left Feet. My last communication with them suggested the matter will be handed over to Trading Standards at Bedfordshire Council - phone number is on the Council website. This investigation includes complaints like all those on this blog. The more weight of evidence (eg email chain of order, cancellation notice, attempts to communicate with the company) to support our complaints the better I'd assume. So get in touch with either the Trading Standards folks or the Police.
2 - Consumer Direct advised me that claiming back from the credit card company (sadly not debit cards) under the Consumer Credit Act 1974, section 75, is the way to go if you do not receive a refund directly after a recorded delivery letter to 2 Left Feet (however, my letter was returned un-read and undeliverable on 25 March). Orders must be for greater than 100 Pounds (and less than 30,000!) to claim under this method. Call your card operator, mention section 75 and they should give you an address to write to them. Consumer Direct have a letter template on their website, so make sure you include their wording and send the letter via recorded delivery.
Good luck to all, hope to see an end to this sorry saga soon.
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We ordered £145 worth of products on 22nd Feb 09 and have had little communication from the company. We are shocked at the lack of information about the processing of our order. We paid via Paypal and are not sure how much protection, if any, we have. Can anyone help here?
We were promised a refund for one item discontinued a few weeks ago, but reading many of the other posts on this website, I'm not sure that this will be forthcoming. I'm 39 weeks pregnant and not sure what to do. Wait to see if anything turns up or seek to purchase these goods elsewhere?
The website does appear to be down which doesn't look good. This is a disgrace. Is there any chance we will get our money back?
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Please see my previous comment number 64. I believe that they also trade under the name of tworightfeet. I cant believe what has happened. Where do we go from here.
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We ordered a maxicosi Mura 4 package deal on the 27th of January for almost 500 gbp. We still have not received our goods. We have had contact with TwoLeftFeet by email. Email response was pretty good, uptill the 2nd of March. That day we received an email with the exact same information as MummyClareS received (#142) "we are expecting a delivery in the next 10-14 workingdays and that the goods will then be dispatched in over night delivery". Well, we haven't heard or seen anything yet..... now that we found out about all the complaints, we are afraid we have paid a lot of money for receiving nothing. Today we have taken action to try to get our money back via the creditcard company. Hopefully all these complaints will result in some kind of legal action, making sure that everyone either receives their ordered goods or gets their money back.
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I am one of the many customers not having received the paid goods. Does anyone know whether there is any point in contacting the manufacturer (in this case Maclaren)?
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Come on Richard Farleigh please help them turn their buisness around :(
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I cannot believe what has happened! I have paid this company £462.05, for a Silver Cross pram. I cannot get an answer by phone, or e-mail, and their web page has gone, just like my pram. This is the second time since the 21st of February 2009, that this has happened to me. I ordered the same pram from a [another firm] for £493.00. Surprise, Surprise, they went into liquidation!
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Hello everyone i am in the same situation as most,waiting for a refund of £400 for a buggy that never arrived can anyone please give me some good news and say they have recieved a refund from these cowboys!,Has the watchdog report moved things along because i have had nothing but a solitary email from two left feet.Can anybody shed light on this nightmare thanks.
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Hello, like all of the above i am waiting for my order, a Bugaboo travel system, which was ordered on 15th December 2008. I have waited and waited and emailed and called and emailed and after finding out that this company was on Watchdog i sent yet another email via the watchdog email address...when i finally got a response they were very sorry, they were doing all they could and 'guaranteed' that my order would be received in full by no later than week commencing 30th March - i have subsequently found out that they have ceased trading and will obviously now never get my pram or my money back as i ordered with a debit card! i have contacted Bugaboo direct in the hope that maybe they can help but i don't hold out much hope as it's not their problem really! I can't believe so many of us have been so poorly treated during such a stressful time in our lives!
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Watchdog since you investigated this 'Company' 3 years ago, and again this year due to the outrageously unacceptable treatment of hundreds of Customers, why was no action taken after receiving over 160 new complaints in the last 3 weeks since your program ? Surely having seen hundreds of pleas for help, it justified a revisit to push for action from TLF to stop taking new orders and refund those who are owed ?? As it seems they have now stopped trading this week, the possibility of hundreds of us getting our much needed monies back has gone. I am utterly speechless that this was allowed to happen.. what was the point of the investigations ???
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I can't believe this, I ordered a quinny travel system from them on the 20th feb spending over £420.00, received email from them on the 17th March after chasing them several times stating that "they expecting a delivery in the next 10-14 workingdays and that the goods will then be dispatched in over night delivery" I am now 4 days away from my due date with no pram or car seat to bring my baby home from the hospital in!! I can't believe that this has been allowed to go on, this should be a happy time for expectant parents not stressful and worring about how they are going to get money back to purchase the goods elsewhere!!
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I ordered a Maxi Cosi Mura 3 package with car seat. I paid £427.00 full by Visa debit. I order it on the 22nd March (mothers day) the money was taken out my bank on Monday and by Tuesday I could not get any reply by phone , website nor email. I am so dissapointed. Not only will I not get the order I can't see us getting the money back either.
Can anyone give me any advice on what we can do.
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Watchdog has no power to force any company to do anything, especially legally unless they have been criminal, in which case they would have been closed down I would suggest long before now if that was the slightest chance, but not by watchdog that is for sure. Featuring them is good television, plain and simple and if the intent is to help a company, then they would be on panaroma instead of watchdog detailing the issues as opposed to that. Seems to me that if they have gone, then has to be attributed to the bad pr from this and other stuff and complaining that they are gone because watchdog did not do something about them to force them to supply or pay out is stupid in every respect, as they are not the law or the courts, they are a tv series producing what it derives as good tv for ratings. Try using the good advice that some have posted and get in touch with your card company for assistance.
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Please watchdog do something, anything@! about this company. Like everyone else here I ordered a Bugaboo package for 750 euro and still havent received it 2 months later. No response to emails, phone calls and now I hear they have gone out of business. The owner or somebody must be held responsible for this!! I am 38 weeks pregnant and now have to endure the stress of getting my money back and trying to afford to buy all this equipment again at a very vunerable and expensive time!!!
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We ordered a maxicosi travel system end of November 2008, despite numerous requests to TLF to confirm a delivery date they were unable to do so, we cancelled our order. We were concerned to note that funds had been taken despite the fact that the goods ordered were not even in stock!
Despite a plethora of communications, we have to this date received no refund. I find the pathetic empty comments from Richard Bone (MD of TLF) to be total white wash, about as sincere as some of those from chief bankers of late!
Richard Bone states on the Watchdog website, following the exposure of the companies dubious practices, "I am able to confirm that all of the cases presented on tonight's Watchdog programme have been fully resolved." I can only assume this refers specifically to those aired. WHAT ABOUT ALL THE OTHERS???
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Great, so they've taken our money and stopped trading!
come on Watchdog, we need you to sort this out!
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Can someone please help
I ordered a Silver cross pram system approx 8 weeks ago and paid by visa debit.
I was informed that I would receive this around the 16th March.
I rang on the day to be told it would be with me week commencing 23rd March 09.
I tried phoning today and got no answer. I went to the 2 left feet outlet in Kempston
to be told by an administrator that they were going into liquidation.
On researching the company it appears that they took my order and money knowing full well that I would not receive my order.
I need someone to get involved in this matter, as I am a single mother who has saved every penny to be able to splash out on a bit of luxury for my baby. The pram was not cheap.
My order number on this matter was MR9SH10170341 and the item was a silver cross pistachio 2008 pram system including footmuff, changing bag and carseat 2008 pistachio.
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I wait over six weeks on order already. I am in 35 week of pregnancy. Please hellp me. I not have money second wheelchair.
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Does anyone else know Bugaboo's position on this?
We ordered our Bugaboo Chameleon from Two Left Feet back in December - needless to say, we've not received it!
Surely there must be some accountability on the suppliers. They must have known after the last Watchdog report to steer well clear of supplying these jokers!
Let's hope Bugaboo follow 'Mamas & Papas' lead by helping their respective customers out...
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Speaking from within the trade I'd like to say that most companies are not like this...but some are! People can avoid these problems by a. searching for references and comments before ordering. (its really better to pay a few extra pounds to companies that are profitable and therefore around for the long term.)
b. Look at manufacturers sites too ...Stokke / Bugaboo / Maxi Cosi etc. and call them if its a large order...they wont sell direct but verbally they will steer you towards known trustworthy dealers in a way they cant do in writing.
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This company have had such a bad reputation for such a long time. Maybe its sometimes better to pay a little more and get the service and backup that some smaller independent shops can provide. I visited a local retailer today and got everything that I needed and great service too!!!
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After spending £580 on a wonderful Jane travel system for our baby at the end of January we eagerly awaited the arrival of it 5 weeks later. My Mum paid for it and received an email to say it was being dispatched at the beginning of March- nothing arrived. Both of us emailed the company and my husband rang their "sales" number to find out whether we could expect our travel system in the next week - nothing!
During my 35th week of pregnancy I was referred to hospital for severe stress and anxiety - most of it I blame on the fact that money is not something we have lots of and also that my baby would not have a pushchair, car seat.....
I cannot believe that this company has taken so much money from people and have no idea the amount of anxiety this causes parents and babies!!!
After reading all these comments and so many more on other websites I am not holding out for a refund - how can these people sleep at night knowing that so many families have been lured into a false sense of security for this company. I am only hoping that what goes around comes around!
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We ordered our Quinny Travel system 7 weeks ago. After seeing the Watchdog program, we gave them the benefit of the doubt, however we have just been over to the shop to chase up our order to find it in darkness, locked up BUT with stock still inside. After reading the above comments we now know the company is in administration & therefore we are out of pocket by £320. We unfortunately paid cash in store. No idea where to go next to get money back. Think the regulators should step in and honour ALL refunds. However: we have since been to : Bumpstart in Whaddon in Milton keynes, who were more than happy to help us and match the prices. Stock levels were good, so took goods away today! Highly recommend 'Bumpstart' for everybody that gets the chance as they went the extra mile for those of us that have been fleeced by TLF.
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They have now gone into administration! trying to get refund from visa
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RBS pulled out support from TLF and TLF went into administration. Their website is now displaying the message along with a detailed document explaining that. I am not surpised a bit to see that.
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Just to post my own update after driving today from South London to their showroom in Bedford: After placing an order for £1,000 worth of Stokke products in January, we have been chasing since mid-February for our delivery. We did manage to get through at one point and sent us a few of the accessories they had in stock, but of course the most expensive items were on "backorder". We asked for our money back but they talked us out of that promising that our items would be with us before the refund would even go through. We managed to talk to someone on Monday in their sales dept who assured us that our order was coming and someone would be confirming that with us within 24 hours. We then spent the rest of the week calling and never able to get anyone. Now we know why. When we arrived today, the showroom and warehouse was completely locked up and no one was there. Other people had driven there too in search of their own orders. Unfortunately, we paid for our entire order on my debit card as we were trying not to pay for any of our baby stuff on credit cards. Why start out life with a new baby in debt, we thought? This leaves us now with no way of getting our money back as Natwest will not do a chargeback for a debit card. This is a horrible situation for many, many people.
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I ordered a quinny,maxi cosi car seat and base from two left feet on 28th august. The items were all in stock when ordered and I was informed they would be delivered in 10-14 days. The money was taken straight away. The items did not arrive and when I tried to contact them I spent hours on hold and when I finally got through I ended up dealing with some of the rudest people, who seemed to know nothing. There were never any managers available. I cancelled the order in October because the goods didn't arrive and it seemed after speaking to several people they were not going to arrive any time soon. I was told it would take 30 days for my refund, even though they had broken the original contract of delivering within 10-14 days. I continued to contact them by email but they stopped replying in november. I had really lost all hope of getting my refund. I paid with debit card and contacted my bank but they say they are unable to help. I contacted the payment protection company but they are also unable to help. I then felt relieved when I watched the programme and felt there was a chance I was going to get my money back. I contacted the company as they instructed everyone to do but I just received the email from two left feet stating they had gone into adminstration. What happens now? Do I get nothing?
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We too have been stung by TLF. We are Brits living in Australia and wanted an isofix car seat. As they are not sold over here, we foolishly decided to support the flagging UK economy and ordered from TLF. I'll spare everyone the gory details as the outcome was unsurprising, but my only advice is, if you made your purchase on a credit card, you may be able to get a refund (even though TLF has gone into administration) from your credit card company under Section 75 of Consumer Credit Act 1974 as they have joint and equal liability with TLF itself. Sorry, I know this doesn't help anyone who purchased goods using a debit card.
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To TLFREVIL (comment #176) - the credit card company is obliged to refund the whole amount back, since as creditor they are equally responsible if anything goes wrong under Section 75 of the Consumer Credit Act.
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I posted on this blog before (Item 110). I have just received my first ever communication from TLF informing me that they have been forced into administration by their bank. What a pathetic excuse. Even now they cannot take the blame for all their shoddy behaviour over the last years of theiroperation. It wasn't the bank who took my money for a non existent pram and carrycot. It wasn't the bank who ignored my pleas for some kind of response to my emails about the non delivery of my goods. No, it was the blatant, insensitive excuse of a human being Richard Bone. So take the dammed responsibility and stop passing the buck.
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See the email i got this morning from twoleftfeet. We got our money back from first direct this week. I hope you guys that are still waiting get something back from RBS.
--------------------
Dear Customers, Suppliers and Staff,
We are absolutely devastated to advise that Two Left Feet has been forced into Administration by the Royal Bank of Scotland.
This will have significant impact on our customers, suppliers and staff for which we truly apologise.
In view of the position we have been forced into, we have no option but to advise all customers awaiting delivery of goods or refunds to contact the card issuer that was used for the purchase through us for assistance and advice, and not to take advice from online blogs or forums, but seek advice from your card issuer.
Administrators will be in contact with customers, suppliers and staff in due course and is beyond our control or direction.
The business has always been run with honesty to which please read the attached document, which highlights the ultimate reasons for our business failing.
Please note: We are unable to answer questions nor reply to emails, so please contact your card issuer and the official Administrator will be in contact in due course.
We are all truly sorry.
Two Left Feet
Kind regards,
Aftersales (Service) Department
Two Left Feet
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Unfortunately I am in the same boat as everyone else here. Ordered my Double pram on the 9th March 2009 £340. Would not accept my credit card and so I paid with paypal. Just saw the note on the website and I am gutted. No reply to emails/telephone calls and I am now going to have to order another pram as the baby is due in 10 weeks.
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My original comment is 114, but I felt the need to post again after finding out about TLF going into administration. I had cancelled my order with TLF two weeks ago, and was awaiting a refund.
It is quite devastating to know that I'll probably never see the money I've spent with this terrible firm ever again - sadly I used my Maestro Natwest debit card to pay for a pram and car seat from Two Left Feet. I will visit the bank on Monday to see if they can do anything, but I'm guessing it's likely to be hopeless.
Having said all this, I feel like one of the lucky ones. Even though my £180 is probably lost for good, I know there are many others who have lost far much more than I have, and my heart goes out to all of you, especially those of you who are pregnant like myself. Please don't take this comment to mean that I have money to throw away, as it is far from it. My husband and I have 5 children between us and I am also currently expecting. My husband works extremely hard just so we can provide for our children. Many of the items I have for my baby (when she arrives) are second-hand and have been kindly given by friends and relatives. The pram and car seat were the only items we could afford to buy new. It is sad and frustrating to know that TLF have run with my money when I could've spent it on my children.
I have been lucky enough to save for the pram and car seat again. I was sceptical about buying online after this experience, but after reading many positive reviews, I went to [another company]. They were wonderful, and my items literally arrived next day. I can't praise them enough.
After reading the downloadable document that now appears on the TLF website, I'm wondering how on earth this company is so far in debt when clearly all they've been doing is taking money from people without sending goods out or refunding. I mean, where exactly has all the accumulated money gone? There must be hundreds, if not thousands of customers money they hold, so where is it all? It's not like they've spent it on stock!
Lastly, the most annoying thing is that they continued to take money from customers right up to the last minute.
I wish everyone luck in getting monies back. My only joy is in knowing that they won't be doing this to anyone else.
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We received an email today confirming our fears that 'Two Left Feet' have gone into administration. We placed an order for over £700 of goods in January which we cancelled and were awaiting a refund for. The company is implying that, in part, their problems are due to 'Watchdog'(see their website). We feel that the show now has a moral obligation to help! This is not what I need at a financially difficult time when 40 weeks pregnant!
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hello all,
i placed my order worth over £1600 on the january 7th like everybody else i realised the big mistake. Emails after mails no reply, then to my disgust they appeared on watch dog, as a result i sent them a letter giving them two weeks to delivery my goods. Then an emailed appeared stating the cancelation of my order charming! so where is my money? i paid by visa debit so please anyone out there advise me on what to do? I feel i have been robbed in broad daylight and there is no governemnet scheme that i know of protecting me!
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£300 paid for silver cross pram 1 week before they claim they have gone into administration. Paid by debit card so unlikely to get anything back. Dont even know where to start.
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Does any one know who the appointed administrator is ?? I am in a similar situation to many having placed on order valued at £748.01 on 15th Feb, which I cancelled on 18th Feb-Under terms of distance selling regulations 2000 (They charged the wrong amount to me credit card it should have been £650.43).
My credit card company has asked for a copy of a letter from the administrator before proceeding further with a claim...
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I ordered a Phil & Teds sport package from Two Left Feet in January, the money was taken from my card before I was told that there was a problem with the suppliers and there would be a delay. After a few weeks of waiting I e-mailed and was told that their delivery would be arriving the week commencing 23rd of March and would be dispatched the next day after they had received it. Of course they went out of business the next day. I paid on a debit card as I don't have a credit card so I don't know if I can get my money back. I phoned my bank and they are sending me a form to fill in. I found out that Visa operate a scheme whereby it is possible to get your money back if you paid with a visa debit card. Luckily I had the money to purchase another pram or I would have been stuck in the house with a 15 month old and a new baby for another 4 weeks!
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I bought a silver cross pop pushchair & footmuff on 22nd Feb 2009... Like many others after many attempts of phoning and no answer & emailing and no response I still havent had anything . Today I received an E-mail from them saying they had been forced into administartion... I'm devastated I can't afford to just chuck money away like that , I was stretching myself by buying the pram in the first place but needed it!!
I bought the pram through Paypal , so I have no idea yet if I'm going to get anything back.
Does anyone else know if I w ill be covered through paypal?
I'm gutted :(
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If u haven't done so already, go to the TLF website and download Mr Bone's heart breaking sob story, a letter full of excuses.
If you get featured on watchdog, you must be doing a pretty bad job running your business, to get featured a second time. Maybe you should never of gone into business.
Your business didn't fail because of watchdog! Your business didn't fail because the bank felt the need to protect their money against you. Your business failed, because you Mr Bone did a very bad job looking after your customers.
Customer service is key to a retail business, you failed, no one else but you!
We your customers are the ones suffering, out of pocket, babies on the way, with no prams, car seats, cots, etc......... We are the ones with honest heart breaking sob stories not you! You failed and let's hope you never get the chance to own another business again.
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I ordered £750 worth of products (A stokke cot and other baby essentials) from Two Left Feet on 7th of Jan 09. A couple of weeks later I read some bad reviews about the company so decided to cancel my order. After contacting the office direct - to be told by an extremely rude member of staff that I'd have to contact via email - I left several emails with their after sales department and was promised a refund by 23rd Feb. Needless to say, the 23rd came and went without a cheque. After a couple more emails and further conversations with rude staff (During one of which, I explicitly asked whether the company was in trouble, only to be told that 'they had a problem with their computer systems') I decided to enlist the help of a friend, who is a solicitor, to retrieve my money. After several letters, I was still waiting for a response when I discovered to my horror that the company had gone into administration. I have since contacted Stokke direct to see if they can help and, as I paid by Visa debit, I have also made a chargeback request to my bank - though I don't know how successful either of these will be. Like many of the posters here, I now have a new baby with no cot (She's currently sleeping in a borrowed Moses basket) and, as a struggling single-parent I have no more money to replace it, or the other baby equipment it took me so long to save up for.
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My credit card company has been good and I should be getting my money back.
Mothercare is currently price matching two left feet and my order should be with me by the end of the week (4 days rather than 4 months wait so far for TFL)
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I am mid-claim with MCOL to get my money back from TLF. I now read that they have ceased trading on 24th March - they day after they returned the form to the courts to admit they owe me the money. A warrant has been issued on my behalf but where do I stand now in relation to getting my money back?
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You should all have received TLF email stating that they are in administration. What a joke. What was the attachment all about. Should we feel sorry for them!
Just to let everyone know that a certain well known high street baby shop that also has an internet site have a message on their website regarding TLF having gone into administration saying they will price match Two Left Feet if you send your invoice to them.
I was one of the lucky ones who got my money back from my Credit Card issuer - see comment 147.
Anyway I went to the well known baby store shop today and sure enough they price matched and so I got £115 off their price. And it is being delivered in 5 days.
Hope this helps some of you.
Good Luck
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Just to let you know, i have been on to my bank, im with Halifax, they seem to be happy in helping me, i paid using Visa Debit. Aparently if your card is VISA you are protected, the same as a credit card, although banks say its a scheme they offer, Visa Debit Chargeback, they dont have to do this by law though.
They are trying to help me, which im very grateful, just so annoying having to go through all this stress. So if you did use your debit card, try asking your bank if they can help.
I dont know if i will definatly get my money back, but iv just gone to John Lewis and bought my whole travel system again, for about £150 more. And im still out of pocket from TLF.
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hello
i stand to lose over £1600 I payed by visa debit.
I do feel sorry for TLF. I am taking the whole picture into consideration with the global credit crunch. The airing of the watchdog programme and RBS pull out, maybe watchdog were immoral in airing TLF that specific week, lets face it what did watch dog do?
At time of the global credit crunch i do think there should be government policies to protect the taxpayers who bought items from TLF. Royal bank of Scotland have a government protection scheme (they have been bailed out by the government)protecting them so where is my protection?
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As a nursery shop retailer I am amazed at the number of customers who have been in lately with horror stories from the web.TLF is not the only online nursery retailer who has done this. Does it never occur to customers that if a certain pram is so much cheaper on line than in a store that there may be a catch? We will always try & price match the net if it is a sensible price(and we have the stock there and then for a customer to take away in many cases) but the deals TLF was offering in the new year were ridiculous ie extra discounts if you spent over a certain amount and how many of you did that to save some more money (or not as it turned out!). Surely alarm bells must have been ringing. However it seems many are just going from one online outlet to another where as I am now becoming very cautious about online shopping unless I know the store very well and would rather give my local shops the business as invariably they are good on price & much better on knowledge & aftersales service.
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I can quite honestly say that I am not surprised that TLF have gone into administration. After making an order for a buggy, car seat and nurseing chair the money came out of our account on 29/12.
After many months we still have not received our goods and our baby is due in two weeks time!
Like many people we didn't want to pay by credit card and paid by debit visa, it is known that certain banks cover you for non-delivery of goods but as previously stated this is not legally binding but fingers crossed.
Lets just hope that the company does not end up trading under a different name in the near future!
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I ordered a Philland teds pushchair from TLF in 2005, before they were widely available on the highstreet, spending over £500 when you added in the extras. Delivery was promised within 30 days, and you guessed it, it didn't arrive! It should have arrived 2 weeks before the birth of my second daughter. When she was 3 weeks old, still no sign! I contacted them to request a refund, non appeared. Luckily I had paid using a credit card, so conacted them and had a full refund. I have told everyone I know about their poor customer service levels over the last few years, and I am glad that more poor people won't go through this experience!
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i tried to purchase a silver cross pram for my grand daughter, but after numerous emails and calls i cancelled my order, the pram was 6 weeks late and the baby arrived and i had to buy another pram. the emails received were awaiting delivery.
We did manage to get a full refund but they were so rude and am not suprised they have now gone into administration. The service was shocking!
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cant believe I hadnt heard about this b4 now. I to ordered goods from tlf in june last year, they didnt deliver and i still have'nt had refund after many emails and endless calls! whats going to happen now theyve stopped trading? how do i get my money back?????????
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I have just read Mr Bone's letter to the customers. What a hypocrisy and pile of excuses!
You might have stopped Watchdog coming by providing decent customer support. It's noone else but your fault that the company failed. I do not feel for you one bit!
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I am so pleased that TLF have ceased trading. They kept our money and didn't deliver. Luckily we had paid by credit card. I told everyone I knew not to use them but it annoyed me that they always came up first when you searched google for anything baby-related.
I have just looked at the website. They cannot blame Watchdog. Nor can they blame the bank.
The MD is deluding himself if he thinks we should feel sorry for him. He has put the lives of his family and his employee's at risk through greed ... I do hope he doesn't try again under another name.
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We have also had a terrible experience with Twoleft feet, we placed an order that never came and spent hours making phonecalls and e-mailing to try and get our money back, no-one replied or when they did never acted upon it, phonecalls were cutoff after 45 minutes of being on hold many times, on the one occasion we did get through no-one would help as they would only deal with on-line orders by e-mail. It was distressing and maddening as no-one replied to e-mails either. Eventually after 5 months our credit card company got our money back for us but it sounds like we were lucky. The whole service is appalling from staff attitudes and incompetence to total lack of customer service.
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Very upset. Went to TLF showroon on Sat 21st March and purchased car seat, carrycot, M & P's Lunamix system for our first child, was informed items were not in stock and would be ready to be picked up Sat 29th March - turned up and it was all locked up. Sadly I made the error of paying by Visa debit - anyone have any ideas if I can get anything back? Looking at the website it infuriates me they know there were in trouble and still took our money when hours later the shut the doors!
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Just to add to the list, ordered 500 pounds of goods from them in Dec. Had the same probs as everyone else and to top it all paid by debit card. Did this as didnt want to get in debt on our credit card, mad how we will suffer for that now! My maternity pay will stop soon as lots of other mums and will be living on one wage, this obviously hasnt helped. Would have thought it quite simple, if you dont have the stock/cant get it why take payment? Am I missing something here. Good luck to everyone.
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I too have lost nearly £600 as paid by Visa Debit. My bank are trying to get my money back for me but I'm not holding my breath!
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unaware of all this, i ordered goods on 20th march, after speaking to an adviser who assured me that it was in stock. The money was taken on 24th march, apparently after trading had ceased. Any ideas what to do next?
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I`m soooo happy to hear tlf is out of trading, they deserve it, a big shame they didnt go earlier alot of people would have less pain and stress.we placed an order and never received goods, after complaining..after sales BY EMAIL ONLY they just dint reply until i wrote them i will have to take legal action if i dont hear from u this week, they replied,it will take another 30 days, i said no,i`m not waiting i want my money back, i got it paid back!! i consider myself lucky!Hope everyone gets their money back!
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I am pleased to hear that Two Left Feet have stopped trading, this will mean that many people will be spared the stress of losing money and time trying to get essential items for an expected baby. We ordered in August and only got our buggy when I visited the after sales building in person in November after months of being ignored and met Ket Bone. We are still owed £170 for outstanding goods. I have never experienced such poor after sales service.
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We had to wait a long time for our pram from Two Left Feet. We eventually got it but after only 6 months has now broken! We have emailed them and had a reply but now there is no response and nothing seemingly being done! After spending over £700 I expect a replacement but I am not holding my breath! I don't know what to do as we can't afford to replace it.
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I like the rest of you have been a victim of TLF's business failings. I ordered a Silver cross pram, car seat and accesories @ the beginning of February. We expected delivery within 30 days, when this didnt happen, we emailed and where advised that the items where going to be in stock on the 30th March and delivery would take place later on that week.
Luckily the order was paid for using a credit card and they have promised to re-imburse the monies paid. Yesterday I spoke to a company called [retailer removed] and they price matched the deal that I had been given with TLF, and I've just received my order, less than 24hrs after it was placed. Their whole approach to customer service is so refreshing, and has restored my faith in online shopping and human nature. I will definitely be recommending [them] to my friends and family. And think that they are a lot of companies out there that could take a leaf out of their book and realise that customers should come first!
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Hi guys,
I paid by Credit card and hve already initiated process with my bank to get the monay back. I also tried other seller and almost every one is happy to price match with the TLF. Advise for you all try contecting the other sellers by phone and explain your situation and you will see they are already been instructed by their bosses to offer price match to TLF customers.
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Having no idea that the company was in financial difficuly my partner and I purchased a Silver Cross pushchair on 23/03/09 from the store which was still open and trading! As we paid by debit card we have probably now lost the £125 for the goods purchased, at the point of paying we were assured by staff that the products would be dispatched within 30 days! Why are these companies allowed to keep their doors open when in such difficulties and why is there no protection for consumers in such situations?
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i am no 157 when i went into a well know store on saturday 4.4.09 i ordered a replacement pushchair and seat after not receiving my order from tlf. this arrived today 7.4.09 the lady in the shop priced matched my first order and because i opened a store card i even saved more money .the lady was most helpful and there was a lot of paperwork for her todo so thankyou to all from ....... for a swift order and delivery . i am now in the process of starting the paperwork for a chargeback from my bank so will see how that goes
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Same old story.
My parner and I ordered £800 worth of baby stuff before our daughter was born. And of course it didn't turn up, nor did the refund. Thankfully my banks's debit card covers me for a ful refund.
Words can't describe how low these people are. I hope Mr Bone is banned from ever running a company again.
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To everyone on here who paid using a visa debit you can claim your money back but you need to do it quickly as you only have a short amount of time. We got our money back as we paid on Visa debit, your bank may not know what you're talking about when you first call them but stick with it and ask to be put through to their disputes team - they know all the details and will help you.
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I don't understand what possesses people to NOT pay by credit card when they can, ie if you have one.
Even if you only pay by credit card and at the same time send the same amount of money from your debit card/bank account to the credit company no debt will accumulate and in return you get a free comeback for the money from the card issuer under s 75.
Haven't there been enough horror stories both online and in the high street over the years for people to be more pragmatic even if they feel the need to be trusting.
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