JoJo Maman Bébé 72 Northcote Road, London SW11 6QL

"Awful experience with manager of this shop, who refused to accept a return of the item because I only had email receipt. She was very close to being rude and aggressive. My husband suggested that we raise formal complaint and I certainly would not recommend this shop."

"There's some really cute baby items. The return policy looks really terrible though so be sure you want the item or are prepared to not be able to return or exchange! Definitely not like Carter's in America where you can return things even after 90 days later"

"I have had a terrible experience with the manager of the Northcote Road branch this weekend. I don't normally write reviews but feel compelled to in this instance. I tried to return a pair of pyjamas bought for my 18 month old daughter because they shrunk after one wash and no longer fit her. I went into the shop and explained what had happened. We compared the pyjamas to some of the same size in store. The two ladies on the till who I first approached were helpful, but unfortunately the Northcote Road branch manager was very overbearing when she came over to approve the return. I felt quite shaken up by the exchange with her. Looking back at the service I received in store, it was clear from the moment the manager came over that she had decided I was not going be refunded or offered an exchange. Her first approach was to start by saying there was no shrinkage - I then showed her there was shrinkage by comparing the items armpit to armpit. I also said it no longer fit my daughter after one wash, so clearly I wasn't making up the shrinkage. The manager next moved on to saying, and she must have repeated this phrase about 20 times during our exchange, "it is 100% cotton and it does not shrink". I carried on explaining that I had washed it at 40, and unfortunately it had shrunk. I also pointed out that I only bought the item 7 days ago. The exchange went on and on, and other customers in the shop saw it too, one of them very kindly taking my side and defending me, as I had started to get really upset about the way I was being spoken to. I am still quite shocked at the manager's approach to all of it. It was so overbearing and unexpected. I tried to explain that I buy a lot of items from JoJo and I don't usually return anything. I said they could look up my account online to check if they wished. I asked if the manager had discretion to offer me an exchange at the very least, and she said she would not be doing that because the item was not faulty. For some reason, perhaps monthly quotas/budgets or poor trading or poor performance, I don't know what, but for some reason she had clearly already decided before coming over to me that I wasn't going to be offered a refund or an exchange. I asked for the manager's name as I said I wanted to complain about her decision on the item and the service I'd received from her in the shop. She refused to give me her name stating GDPR as the reason. In the end, I had to leave the item in the shop "for testing" so they could ascertain if there was a fault with the product or not. I am not sure what testing means but I had no option but to leave it there. Today, 3 days later, I get a phone call from the manager saying the testing had happened and she had spoken with her fabric team. They were not approving my refund or exchange and I could come back in to store to pick up the item. I said again that I wished to complain about this whole ordeal and she told me to ring customer services. I have just now tried them and there is a recorded message saying that owing to call volumes they have decided to shut off their customer service phone line..... This is what has led me to leaving a public review. I really can't emphasise enough how awful the experience in the shop was and how much it caught me offguard. I really felt upset about how I was spoken to and that they refused to believe I had washed the item at 40. Please be aware buying items from this shop. I will make sure I never do again."

"I didn't notice that Start-Rite shoes purchased on-line can only be returned to a store which stocks the Start-Rite x JoJo collection, and went to the store. After some discussions, the staff still helped me to return it. It's kind of them."

"Worst place to buy baby gifts. Received a gift with a receipt and was asked to pay more to exchange for a larger size of the same product! This was also confirmed by their HQ. Worst policies. Definitely recommend any other baby brands!!"