For the past two years, I've been a big supporter of Luvaboos, our local "natural parenting boutique" (as they label themselves). Their staff is knowledgeable about cloth diapers, their prices are reasonable, and it's a local, family-owned business. I've made a point of shopping there over online retailers because I wanted them to succeed.
My recent experience with their cloth diaper delivery service came as a huge disappointment.
When Peter was born, my parents bought me one month of diaper service from the only cloth diaper service that exists in this county, Sweet Pea. It was fantastic. The diapers were delivered two weeks before his due date, along with some starter supplies (pail, covers, Snappis) that were included in the one month package. They accidentally had us in the system for two months and just gave us a free week while they sorted things out on their end. I recommended them to a few of my friends.
|Actually, they don't bring it to you... keep reading...|
Within the last year, Sweet Pea was bought by Luvaboos. On 12/21 (16 days before my due date), my parents went into Luvaboos to set up a month of diaper service for me. They paid for one month (no supplies, that package doesn't exist any more) and tried to give my information to get me in the system. No, they were told, I had to call and give my address and due date. (Really?!) On 12/22, I called. I gave my name and address; she didn't ask for my due date and blithely assured me the owner would call me in the next week.
Anne was born on 12/27. On Friday, 12/28, we called Luvaboos (who had never called me back) and said we were bringing the baby home that evening.
"I have to put your information in the system first."
"I already gave all my information when I called last Saturday."
"Well, we need your credit card on file. We're not going to charge it, but we need it on file."
"I'm not the one paying. You have my parents' card on file."
"Yes, they paid, but we need your card, just in case." (In case of what? Diaper theft?)
*give card information* "So when will the diapers be there?"
"It looks like your pick-up day will be Wednesday. But it usually takes a week to get you in the system."
"I already gave my information last week."
"Well, someone will call you to confirm your pick-up day and get you in the system."
No one called. Let me throw in here that I am very glad I had bought a few newborn inserts and still had the covers from Peter. I felt a little silly buying the inserts, since this baby would likely outgrow newborn diapers before my first month expired, but it's a good thing I bought them anyway. Otherwise Anne would have just gone commando for her first few days. ;-)
On New Year's Day, my Dad, my husband and I descended on Luvaboos to get some answers. Yes, yes, I was in the system, everything was all set. My pick-up day would be Wednesday. I pointed out that I still didn't have any diapers to be picked up. "Oh, well that's because you didn't come in to get your first set. Most people come in to pick up their diapers a couple weeks before the due date, you know, because they need to buy other stuff too." A quick look at my Dad confirmed he hadn't been told this, either.
Luvaboos, you're a diaper delivery service. That's the whole point. Not only did you fail to call both times you assured me you would, you left out a crucial bit of information.
I asked the employee to pass along the information to the owner that we were very disappointed in how the entire order was handled. I don't know if that happened, but I still haven't heard anything from them. Frankly, I'm glad I just redeemed my reward points. Once this is over, I don't intend on giving them more business.
We'll see how the service actually goes. As far as I know, Wednesday is my pick-up day. I hope they know where we live...