Itti Bitti Customer Service

[BamBam]

So it all started about a month ago. I ordered 4 nappies to add to my stash and 8 extra inserts.
The nappies were all fine, but one of the hourglass shaped inserts had threads coming undone, and there was an obvious 'hole' between layers.

I emailed them within office hours, enquiring about an exchange. I got nothing back. The insert went to the back of DS2's drawer, and I was too busy to really follow it up. It was only the hour glass insert, and although annoying wasn't to big a deal.

But then the other day, one of the snaps completely snapped on my Rockmelon itti bitti. I decided this I was definitely going to try and get an exchange on as it was less than 3 months old.

So again, I contacted them within business hours. Again got nothing.

I'm starting to wonder if they just ignore the customer service emails they don't want to hear about. When I ordered my nappies, I was contacted the very next morning for my CC details. Go figure.

Very frustrating!

Has anyone else had any experience with Itti Bitti in this way?

[briggsy's girl]

i ordered Itti's and got the parcel within a few days - part of the order was missing - emailed them (outside of office hours) - had a reply within 12 hours, and the missing items were sent to me within four days

perhaps look to see if there is a customer service phone number. i know when i put my order in they realised they could save me money and actually called to let me know, so i have no issues with customer service at all...

[LimeSlice]

They are usually pretty good.
I would suggest persisting. Email and use the contact page on the web site.
Or alternatively you could put in an order, and talk to them when they respond to it lol

Good luck - I have never had an issue with any of my ittis, I have a couple of dozen. But I know she would love to hear about any problems you are having, and Im sure she will resnap the nappy and replace the booster for you.

Good luck, let us know how you go

[Nelle]

Doesn't fit in line with my IttiBitti experiences. Can you call them?

[BamBam]

Doesn't fit in line with my IttiBitti experiences. Can you call them?

I've ordered from them 3 times, and they were brilliant those three times! I expected better, I really did.

Do they answer outside office hours?

[Arimeh]

The only time that itti haven't responded to me (because I'm currently getting replacements for my shredded ones) is when I've changed emails or something - and it goes into their junk email box and they don't notice it.

I'd chase it up definitely, because this is not their normal service. They are usually brilliant!

[Visitor8]

Since they have JUST donated 15 thousand dollars worth of nappies to the bushfire victims I would say she might be a bit busy? How long between emails and how long ago did you email?
Another hting is to make sure your email isn't bouncing (happens with hotmail all the time) or that it's not going into your junk folder.
Good luck. Sue is usually wonderful!

[Kitt3n]

i emailed them before christmas and never heard back.

[melbel]

Also Sue is in the process of moving house...it is quite possible in all the kerfluffle of that the she has missed your email...or possibly her email programme has been spamming them...I have this problem with one of my US suppliers...when I use one of my emaill addys I never hear fro them as my emails go directly to their spam box.When I use my other email address i get replies within hours (allowing for the time differences!) ..... it appears their anti virus security/firewall doesnt like me!
Try a phonecall.....I am sure Sue wont mind!!

[*Lisa*]

I have found itti bitti's customer service to be amazing!!

I can only imagine they are very busy at the moment as missymoo and melbel mentioned, I'd give them another go and I'm sure they'll help you as soon as they can.

[boomba]

I am sure they are just relly busy! They have always been really good! Maybe check you have the right email adress? I know I have emailed people and have not noticed till weeks later that i mised a letter

Good luck hope it can be fixed soon.

x

[maz]

One thing we have to remember...we are all human....life does still move clockwise for us all and little things can often get in the way.

I have had emails from customers and havent realised as they have gone straight to my spam folder, even when they have bought form me and exchanged emails in the past.

Here is a cut and copy of the 'contact us page'

Contact Us
the itti bitti nappy co pty ltd
PO Box 73
Lorn NSW 2320
Ph: 02 6862 6760

ABN:53 125 462 955
To contact us, please use the form below or email sales@ittibitti.com.au.

Our office hours are Monday to Friday 9am-4pm.

In office hours, we will usually be in touch within a few hours, however occassionally it can take up to 48 hours to get back to you - particularly at busy times. Please mark your enquiry as urgent, if you need a prompt reply, thanks.

For customer service enquiries please email sales@ittibitti.com.au

For all wholesale enquiries, please email sue@ittibitti.com.au

Please note: if you are emailing us about changing your address whilst trying to place an order, there is currently a glitch in the system which won't allow you to do it. Please just note your changed address in the comments section when checking out and we will amend it for you prior to sending your order out. Thanks


She does have an answering machine and to be honest...Sue would have to be one of the most down to earth and helpful wahm's there are. Between her and her beautiful sister, you couldnt find anice pair of chickies!

Try the number and thank her from us all for her wonderful donation for the Vic Bushfire victums

[DaintreeDream]

I to have had nothing but good experiences from Itti Bitti, I have always recieved orders with a couple of days and one time they did accidently leave something out, I contacted them via email, they replied proptly and it was sent within a few days.

I hope that it is a honest mistake and it is sorted out quickly

Deanne.

[BamBam]

Thought I should update.
Apparently my very first email was received and she thought she had replied, but obviously she hadn't. She was quite apologetic about it all. They're going to replace/repair the nappy and insert after all that, which is great.

I know I might have sounded a bit rude, but I have dealt with another nappy company who flat out ignored my emails and calls when my order did not arrive and was told to call back later as they had "other customers waiting". In the end I got next to nothing of what I actually ordered!
I was going to stand my ground this time and not be pushed around. I did apologise to the lady, and explained to her that I got a bit anxious due to my above experience, and all is good again!

[boomba]

so glad it all got sorted for you! What a bummer about the other company! Where has good customer service gone?