Cant fault their customer service. Having ordered 0.5 and 1 tog for our new born the weather changed so I ordered more some 1.5tog. But our new born will not take to the swaddle up. But is fine in... Leggi di più
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Received my order today and both wrong size. Ordered a small and they have sent me two newborn. Needed for early next week but no response as yet. Hopefully they can resolve it quickly I’m already goi... Leggi di più
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Ordered two swaddles on 27th Sep, still waiting for them to arrive as of 14th Oct. Logged two tickets on their online system, neither of which have been responded to. Eventually managed to get through... Leggi di più
L'azienda ha risposto
Have loved love to dream for all products since my daughter was born nearly 2 years ago. Never had an issue with an item, until recently when I had a fault with a sleep suit, whereby the material has... Leggi di più
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Since 2009, our award-winning, game-changing sleepwear has helped millions of families worldwide achieve better, longer, and dreamier sleep for their newborns, toddlers - and parents, of course! With every product, we celebrate the power of sleep. From the unique, award-winning Swaddle Up™ to bedding and self-soothing toys, the Love to Dream™ range has grown to provide a portfolio of sleep solutions designed for children up to 8 years old. We’re renowned for our amazing product quality, comfort, and longevity. Our story began in 2008, like many first-time parents, Hana-Lia Krawchuk struggled with her baby's sleep. During this challenging 18-month period, the former designer discovered that her baby preferred to sleep with their arms up. Drawing upon her industry experience, Hana set about creating an easy-to-use arms up sleep solution to encourage self-soothing: the Swaddle Up™. The following year, Hana-Lia Krawchuk introduced the Swaddle Up™ to Sydney stores and the game-changing product sold out within two weeks of launching. Today, Love to Dream™ is trusted by millions of parents around the world in over 50 countries. We are proud to provide a portfolio of innovative sleep solutions, for children up to 8 years old, from bedding and pajamas to self-soothing toys. With every product, we celebrate the power of sleep. We always listen to your feedback to find new ways to continuously improve and create only the best for you and your loved ones. Better sleep starts here.
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37 recensioni
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Best night sleep
I'm writing a review as I feel people might be put off by all the negative reviews.
Our little one would not sleep in a sleeping bag with way too much flinching, brought a swaddle as a back up and so glad we did. We get soooo much more sleep, our little one does not wake up nearly as much as before. We decided to purchase 2 more 'cool' thermo swaddles. Both arrived on time with no issue.
I can not talk for customer service but the swaddle is a sleep saver.
9 ottobre 2024
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Risposta di Love To Dream™
Thanks so much for taking the time to share such a thoughtful review 💙
We really appreciate you speaking up and sharing your experience, especially knowing that reviews can influence other families. It’s wonderful to hear the Swaddle made such a difference and helped reduce the flinching, better sleep for everyone is exactly what we hope for 🙌🏼
I absolutely love these swaddles!
I absolutely love these swaddles!
We were originally bought the newborn size from a family member and have recently purchased two more because our little one sleeps so well in them!
It gives me such peace of mind knowing he’s asleep and safe and more importantly he’s completely comfortable and it feels natural for him.
27 settembre 2024
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All I want to do is return item i…
All I want to do is return item i bought. The customer service number is not working I have now raised two tickets I’ve had no response to nothing beginning to think this company is a SCAM . Can anyone advise me how to return item
12 giugno 2024
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Risposta di Love To Dream™
Hi Alison. We can confirm that Christiana immediately replied to your return request and provided return instructions, after advising that had not received any similar complaint from you, and phone calls seem to be coming through with no issues from other customers. As soon as we receive your return, we will gladly process your refund as requested.
Awful customer service.
Awful customer service.
They dont stick to their returns policy... I just wanted an exchange from a thick to thin one. Never worn. But they refused bought less that 2 weeks ago
Stuck with an expensive sleep bag. Absolutely ridiculous. I do not recommend at all
20 dicembre 2023
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Risposta di Love To Dream™
"Hi. I ordered the sleep suite south pole blue but our house doesnt get cold enough for her to use it. We use the 16 to 20degree one and its fantastic. Order nom. 820336 Im so sorry I cant find it on my orders. It has not been worn but I no longer have the packaging (my own fault) is there anyway I can exchange for another 16 to 2o degree sleep suite. I dont want any money back as I know its my own fault just want to hopefully exchange for another she will definitely use. Can you let me know if that's possible? Thanks"
Hi Lisa,
Thank you for reaching out. We are pleased that you contacted us and to hear that you have been satisfied with the Sleep Suit you have been using.
We hope you can appreciate that in order to ensure the safety of all children who use our products, items that have been used, washed or worn or are not in their original packaging can not be returned.
Please accept our apologies for any disappointment caused and thank you in advance for your understanding.
Worst customer service
Worst customer service I’ve ever experienced when trying to return a faulty item. Will never order from Lovetodream again. Plenty of other suppliers offer similar products at a much lower cost AND fantastic customer service if needed.
4 dicembre 2023
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Risposta di Love To Dream™
Hello Adileh,
Referencing our response on 11 October 2023:
As the garment had been worn, and as it has officially passed all official testing as a 2.5 TOG garment and is technically "fit for purpose", we wouldn't have accepted a return for a refund, but in this instance I would like to offer you a voucher for the same value as the £33.99 you spent on that swaddle, to use toward another purchase on our site. Please feel free to keep or gift the Swaddle Up™ Warm Silly Goose Dusty Pink to someone else who might benefit from it.
I will also pass your feedback onto our team to consider when looking at the design and ongoing TOG testing of our products.
Please use (REDACTED) for £34.00 off your next order from Love To Dream™, and please feel free to share any feedback you might have regarding your experience on our site, or with any products you choose to purchase from us.
Perfect for dolls. Avoid if you have a living, breathing and moving baby.
Poor customer service for such a big company. I ordered 3 swaddles in bamboo fabric 0.2 tog for the summer. A month later one of the swaddles had developed small holes, which upon reading more reviews I see is a common issue. I contacted customer service to be told this wasn’t their fault and came with use of the swaddle. A swaddle that has been used a handful of times in the month we’ve had it. Apparently that qualifies as a product that is fit for purpose and the fabric doesn’t need to be durable enough to withstand a babies movement. I was told the holes likely occurred from my child self soothing and so wasn’t their fault they’ve made a product that a baby can’t actually move in without it disintegrating. I was offered 15% off another order: why would I order from them again when they’ve shown how poorly their manufacturing is? And how does 15% off compensate me for a useless swaddle. I have no doubt the other two I bought will soon follow suit. I won’t be purchasing their products again. Avoid if you have a real life baby who moves and not a reborn doll. They’d be perfect for dolls however so if you have one of those; go right ahead!
14 agosto 2023
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Risposta di Love To Dream™
Hi Sheri,
Referencing our response to you via email on 23 August 2023:
We appreciate you taking the time to leave a review and are sorry for your disappointment in our customer service. We do want to assure you that at Love To Dream, we take our customer services very seriously and we are always here to assist and support our wonderful consumer base to our best ability. We work through each contact and case individually and provide the best possible solution for each matter.
We note your concern with the product, however, after review of the images, our quality team have confirmed that this tiny hole may be caused by the pilling on your bamboo garment. Pilling is usually caused by friction or vigorous rubbing together of two fabrics. We do hope you can appreciate that in our design process, we take so many factors into consideration to ensure that our Swaddles are safe and durable whilst still being soft and gentle on babies' delicate skin. In our collection, we offer the delicate BAMBOO range which is perfect for sensitive skin and moisture-wicking for warmer temperatures. Together with this Bamboo is a delicate fabric which needs to be handled with a little more care than most fabrics. Hence we recommend washing the garment in a wash bag.
To further explain, pilling may appear on a fabric when groups of short or broken fibres on the surface of the fabric become tangled together with a tiny knot or ball ie. pill The "pills" generally form due to rubbing or abrasion during friction with another fabric (from another garment/blanket - wool, fleece, denim, towelling etc). Should a tiny ball/knot be pulled or caught, this may eventually result in a hole.
Again from the images provided, it appears that there is some piling on the fabric around the hole in the garment. This is not common for holes to surface within a few wares of the item, however, we sincerely hope that we have sold many Bamboo Swaddles and Transition Bags over the past 11 years and this is certainly not a common matter.
Again, we are sorry for your disappointment & truly appreciate your understanding and would like to offer you a cotton alternative in the same size. The complimentary garment is due to dispatched from our warehouse and would expect it to be with you shortly.
need to contact them but no email?
Love their swaddles but need to contact them and can’t find an email address anywhere.
11 luglio 2023
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Risposta di Love To Dream™
Hi Lauren - you may contact us on customercare@lovetodream.co.uk. This email address is listed on our website too! :)
If I could rate zero star I would
If I could rate zero star I would
Worst Customer service I have experienced in a long time. They are now ignoring my emails.
They sent the wrong item to me in error and are now ignoring my emails to rectify it. I have sent about 8 emails requesting a refund as I am being ignored and haven’t received any communication.
Don’t buy from them!!!
12 aprile 2023
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Order 48435 still waiting for a…
Order 48435 still waiting for a refund.Order placed on the 1st of December, then the sleep suit extra warm went out of stock.Still.waiting for my £45.99 money back.Very very poor customer service.
1 dicembre 2022
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Slow orders and poor customer service
Placed an order nearly a week ago and still waiting for my order to be dispatched. States in confirmation email that dispatch would be 1-2 working days. Don't tell us that if you can't go through with it. Also sent an email for an update and have no response back.
11 dicembre 2022
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Please don’t buy from them
Please don’t buy from them. If I could I would give them zero stars. It’s a waste of time and unnecessary stress and hassle. It has been a month and I still haven’t received a refund. First they couldn’t find the return, and when they did - they kept saying the refund will be issued in 3-5 working days. Now we have 2 weeks and no refund. Honestly, if you like their items buy from someone else.
29 novembre 2022
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Customer service is terrible and slow
Customer service is terrible and slow, told me they couldn’t find the order admittedly I’d put the wrong email in by one character but the order ‘couldn’t be found’ and had to be put in touch with a ‘specialist team’. Once I put a comment on instagram they were very quick to reply and find the order and give me a tracking number.
17 ottobre 2022
Non scritta su invito
Risposta di Love To Dream™
Hi Chelsey. We are happy to confirm that your order was received, processed and shipped to you. Looking into your order further, we can see that your email address was incorrect at the time of placing your order, which is why you would not have received your order confirmation and shipping information. Should you have any further queries or concerns, please do not hesitate to contact us at any time.
Customer Service for returns is awful
I ordered 4 swaddles last month, 2 newborn size & 2 for over 8lbs. Items arrived promptly. My baby grew quickly so I submitted a returns form for 1 of the newborn swaddles (unopened & unworn) on 09/10 which was over a week within the 30 day return policy so plenty of time to return. I never received returns info so tried calling but the number just hangs up when not answered so I followed up via email on 11/10. Over 8 days I have exchanged around 6 emails with customer service and still have not received a return form showing the correct refund value. They take anywhere from 24-48hrs to respond and often only do so after being chased up. They have provided a returns form however on my original order I received 10% discount across 4 items amounting to a total discount of £13. They have decided to refund me this one item I am returning less the full discount of £13 which is obviously incorrect as the 10% discount should be equally applied across each item. I have queried this and chased up and am no further in resolving this. Customer service in terms of returns for this company is absolutely shocking. The product however is good so only order if you know exactly what you want. I will not be ordering again.
19 ottobre 2022
Non scritta su invito
Risposta di Love To Dream™
Hi Natalie,
Thank you for reaching out to Love To Dream™, we are pleased that you contacted us.
Please accept our sincere apologies for the mistake. We can confirm that Betina has emailed you an amended Return Authority with the correct amount for your requested return item. Please print this form and place inside the return parcel.
To apologise for these issues, we have sent you a code which will waive the shipping costs off your next order.
Once again, we apologise for any inconvenience caused and thank you for your patience and understanding whilst we resolved this issue.
Kind regards,
Love To Dream™
Terrible customer service if anything goes wrong
Ordered two swaddles on 27th Sep, still waiting for them to arrive as of 14th Oct. Logged two tickets on their online system, neither of which have been responded to. Eventually managed to get through on the phone (there's no proper queuing system so if you don't get through in a few minutes you're auto-disconnected) and they simply said they'd contact the warehouse to have them sent again. Babies grow too quickly to sell swaddles at their price and not efficiently deliver them.
27 settembre 2022
Non scritta su invito
Risposta di Love To Dream™
Hi Michael,
Thank you for reaching out to Love To Dream™, we are pleased that you contacted us.
We are very sorry to hear that you had not received your parcel. We appreciate how frustrating this must be and confirm that an investigation was raised with Royal Mail into this matter.
We hope that you can understand that at Love To Dream we process our orders in a timely and professional manner, however, once the item has left our warehouse, delivery is out of our control and in the hands of Royal Mail services.
Further confirming that whilst we were waiting for Royal Mail to get back to our enquiry we arranged a replacement order for immediate dispatch.
Once again we apologise for this delay and thank you for your patience and understanding whilst we resolve this matter.
Kind regards,
Love To Dream™
Good swaddle, but fabric not durable enough
We bought the 50/50 swaddle (0.2 tog) which can be used one or both arms free. It has worked fine but the fabric is so sheer that there are tiny holes in the swaddle.
27 agosto 2022
Non scritta su invito
Waste of time and money! No returns accepted!
Customer service did not resolved my problem. I lost the money because they did not allow me to return the item which does not fit for purpose. LoveToDream only suggested to wait for the baby to be older! it doesn't work as for the time he will be bigger (in summer), he won't be able to use a 2tong sleep-suit. Plus so many emails back and fwd... with no resolution. What a waste of time and money!
8 dicembre 2021
Non scritta su invito
Risposta di Love To Dream™
Hi Catherine - we're sorry to hear that your experience was not what you had expected. We don't recommend "sizing up" in any of our products, so it's unfortunate that you purchased a 24-36m Sleep Suit for your 18 month old child. As you had already used the garment, we cannot accept the return or process a full refund, but we would like to offer you 15% off your next order so that you can purchase a Sleep Suit in the appropriate size for your son. We will pop this to you in an email today. All the best and thank you for your support.
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