Geraldine from Customer Service is utter useless. I ordered a small toy box for my baby having their first Christmas which was personalised. The hinges were damaged so could not close and was flapping about and the handle was hanging off loose. Despite this, I requested a replacement and was refused as they were out of stock. I was told to return it for a refund. I no longer had the box as it arrived in a huge one and had to dispose of that. I located a box to return and I had to travel to the closest Evri Parcel stop to send it off. I confirmed I sent the parcel to Geraldine and she offered me a store credit option as apparently this provided the best flexibility for me as this lasted 6 months! I requested my refund to my payment method instead so I can buy something of good value and quality instead. I asked Geraldine out of curiosity what happens to these returned personalised boxes and this was ignored. If this was offered to me at a really good discount I would have kept it and fixed it myself. AVOID AT ALL COST!

Aleksandra was really helpful when i called to put a gift message on my order, very friendly and amended straight away, customer service goes a long way, she is a credit to your business. Looking forward to receiving the gift. Thank you.

Fabulous customer service from Olivia at First Years. I had a problem with an order I had placed which I have to admit was my fault! Olivia dealt with this in a most professional way and kept me thoroughly updated throughout the process. So wonderful to deal with such a company that places such value on customer service. Thank you again, Olivia

Due to an error on my part, I hadn't completed the personalisation details so when my product arrived it hadn't been personalised. After a few emails with Geraldine the problem was swiftly sorted. I returned the product on Saturday and the correct personalised gift was sent direct to the recipient and was with them by Tuesday! Lovely gift too, the Hungry Caterpillar, can highly recommend. Thanks again to Geraldine, much appreciated!

Absolutely marvellous company who went beyond the call of duty to assist with a particular request. The products are of excellent quality and the little rabbit comforter is absolutely adored by my Friends’ daughter, in fact, four years later she still will not sleep without it. In addition to the excellent quality of products, what I love most about my 1st years is their outstanding customer service. I have placed many orders with My 1st years and whenever I have a query they respond to me very quickly, efficiently and are only too happy to help. I also appreciate the fact that products arrive quickly and I like being updated by Email and informed when the products are en route. This outstanding customer service is so refreshing in a world where I often find that many companies do not offer such great service Thank you my 1st years I will continue to order products through you as every time I have ordered them my friends have been delighted with what they received. Thank you very much. Katie in London.

We bought a work bench for our grandson for Christmas unfortunately there were a couple of pieces missing when we went to put it together however I got in touch after Christmas and the issue was resolved without an fuss, Oliwia answered any questions I had and kept in touch until the issue was resolved.

The other reviews all seem positive which is why i don't understand what's going wrong, I ordered a bag that was meant to be delivered 2 days ago for a little girls birthday tomorrow. Im getting no response to online chat, email and even on the phone i waited for over 30 min then got pushed to a answering machine where i left a very clear message. But still not getting any response. I have wasted allot of time in the last 2 days trying to get hold of them

Placed order two days ago - still no email confirmation respite funds going out of my account Can’t get response on phone nor via online chat

We ordered a toy box for our little boys first Christmas, as something to keep for future years. This wasn’t a cheap gift and included a personalised name on here. There was no option to select the font and there was no chance of previewing it beforehand. When this came one of the letters stands out as it is significantly smaller than the rest. We had then requested to change the font and replace the panel to make it fit however over a week of back and forth we have got nowhere. Geraldine has consistently come back with excuses and even stated that we were ‘confused’. There was no offer to replace the panel and no offer of any refund/compensation. The product isn’t going to be used as it looks poor. I’d strongly advise using another company (there are plenty out there) as the customer service is shocking.

After 10 days of waiting for an update on my order, I decided to contact the support team to check on the progress and find out when I could expect my items. My daughter’s nursery was starting soon, and I wanted her to have her backpack before then. Geraldine from the support team sent me a tracking link and claimed the items had been delivered, which was a lie. The tracking link showed no updates from the courier at that time. I then asked again for the status of my order, as it clearly hadn’t been delivered. I received a very vague response, with no apology for the incorrect information. Overall, I felt as though I was just bothering her. As a paying customer, I didn’t appreciate being treated this way, even though the products themselves are nice. Because of this experience, I will definitely not be using this brand again.