Ocean & Cove Avaliações 

Resposta da Ocean & Cove

Há 2 dias

Hi Aqsa,

Thank you for taking the time to leave your review. Whilst we are disappointed to read your comments, we would like to clarify a few points for anyone reading.

You contacted us regarding damage to a changing bag purchased approximately seven months ago. We reviewed the photographs you provided and, although the purchase was well outside our standard returns window, we offered a £15 partial refund as a gesture of goodwill.

We appreciate that you were hoping for a full refund or replacement. However, damage occurring after seven months of ownership does not automatically establish that an item was faulty at the point of purchase. We take concerns regarding product quality seriously and assess each case individually, taking into consideration the information and evidence available.

Regarding Instagram, we would also like to provide some context. Following our response, you proceeded to leave multiple comments across our Instagram posts encouraging other customers to avoid purchasing from our business. We have absolutely no issue with customers sharing genuine feedback, whether positive or negative, and we welcome constructive criticism. However, there is a difference between expressing dissatisfaction and repeatedly posting negative comments across a small business’s social media pages.

Ocean & Cove is a small, family-run business, and we work incredibly hard to provide quality products and excellent customer service. Whilst we fully respect your right to disagree with the resolution offered, we do not feel it is reasonable to expect us to change our decision as a result of repeated public criticism. We will always welcome feedback, but we also reserve the right to moderate repeated or disruptive comments on our own social media platforms.

We also feel it is important to address the expectation surrounding a full refund. Whilst we appreciate that you are unhappy with the resolution offered, we cannot allow the possibility of negative reviews or repeated public criticism to determine whether a full refund is issued. As a small business, we simply cannot offer full refunds on purchases made seven months ago solely to avoid receiving negative feedback. Every complaint must be assessed fairly and consistently, in accordance with consumer rights and the individual circumstances, rather than the prospect of public criticism.

We understand that this was not the outcome you had hoped for, and we are genuinely sorry that you remain disappointed. However, we believe we have reviewed your concerns fairly and made a reasonable goodwill offer based on the information available to us.

Charlotte
Ocean & Cove

Resposta da Ocean & Cove

4 de out. de 2026

Hi Amna,

We’re sorry to hear that you were disappointed with your purchase. However, we do feel it’s important to clarify the circumstances for anyone reading this review.

You contacted us several months after purchasing and using the bag, requesting a full refund because you felt that the opening did not open wide enough for your personal preference. There was no manufacturing fault reported with the bag, and the opening is part of the product’s intended design.

Had you contacted us within our 14-day returns period and decided the design wasn’t suitable for you, we would of course have been happy to accept the bag back for a return. Unfortunately, several months after purchase and use, we simply cannot issue a full refund where there is no manufacturing defect or fault with the product. As a small, family-run business, we have to apply our returns and refund policy fairly and consistently to all of our customers.

During our conversation, Amazon was referenced as an example of a retailer that may provide a refund after this length of time. While we completely appreciate that larger retailers may have different policies, we are not Amazon. We are a small independent business and unfortunately cannot offer refunds months after purchase simply because a customer is unhappy with a particular design feature.

We’re also disappointed by the suggestion that we told you to purchase another bag. This was not what was said or intended. Our reference to our newer collection was simply to explain that, as a growing brand, we continually listen to customer feedback and use it to develop and improve future products. We now have different designs available which address feedback we have received, including around the bag opening. At no point did we ask or expect you to purchase another bag.

We completely understand that not every design will suit every customer, and we’re genuinely sorry that this particular bag hasn’t met your personal expectations. However, we do believe we acted reasonably and fairly when dealing with your request.

As a small business, we take genuine product faults and customer concerns extremely seriously, but we also have to protect our business and treat every customer consistently. We cannot provide a full refund several months after a product has been purchased and used, where there is no manufacturing fault, simply to resolve a complaint or avoid a negative review.

Charlotte
Ocean & Cove

Resposta da Ocean & Cove

4 de out. de 2026

Thank you for taking the time to leave a review. We’re really pleased to hear that you’re happy with the items you received, although we’re sorry for the confusion surrounding the missing item.

As discussed via email, your original message stated that you had both received and not received the same item, which made it difficult for us to understand exactly what was missing. We appreciate you acknowledging that your wording in the email was confusing.

As soon as we were able to clarify which item was missing, we arranged for this to be sent straight out to you using an upgraded delivery service so that it would arrive the following day. Your tracking details were also shared with you by email.

We’re sorry again for the initial delay in getting this resolved and hope you love your complete order once the final item arrives.

Resposta da Ocean & Cove

4 de out. de 2026

Thank you so much for such a lovely and detailed review! We’re so happy to hear you love your changing bag and pouches, and that you’ve been impressed with the quality, it means so much to us!

We also really appreciate your feedback on the changing mat. A larger size and fold-out head space is such a great suggestion and definitely something we’ll take into consideration for future designs. Feedback like this is so valuable to us as a small brand and helps us continue to improve our products.

Thank you again for choosing Ocean & Cove and for your support!

Resposta da Ocean & Cove

4 de out. de 2026

Thank you so much for your lovely review! We’re so happy to hear you love your changing bag and that the large is the perfect size for you. Thank you for choosing Ocean & Cove!

Resposta da Ocean & Cove

4 de out. de 2026

Thank you so much for your lovely review! We’re so pleased you’re happy with the quality and love how much you can fit inside. Thank you for choosing Ocean & Cove!

Resposta da Ocean & Cove

4 de out. de 2026

Thank you so much for your lovely review! We’re so happy to hear you love your pieces and are pleased with the quality. Your support really means so much to us!

Resposta da Ocean & Cove

4 de out. de 2026

Thank you so much for your lovely review! We’re so pleased you love your changing bag and that we were able to get the issue with your strap sorted quickly. Hearing such kind words about both our products and customer service really means so much to us!

Resposta da Ocean & Cove

4 de out. de 2026

Thank you so much for your lovely review! We’re so happy to hear you love your blanket and were impressed with how soft it is and the quality. We can’t wait to see what you choose next! Thank you so much for supporting Ocean & Cove.