Sensory Education Ltd
Sensory Education Ltd is an online retailer which claims to sell “The UK's widest range of Sensory Toys and Education Equipment”. Watchdog has heard from customers of Sensory Education Ltd that toys and equipment have arrived broken or have not arrived at all, despite the customer chasing the items multiple times.
Kerrie from Dorset experienced issues with her order. She spent £135 on presents from the Sensory Education website for her son James’ birthday in March 2022. She ordered: an outdoor Tuff table with stand, a whiteboard insert and coloured play sand - and she paid extra for express delivery so the items would arrive in time for her son’s birthday.
Initially neither the Tuff table nor sand arrived and Kerrie chased these via the webform on the Sensory Education website and followed these up for many weeks. The table did finally arrive. The whiteboard insert from the order arrived broken and was eventually refunded. However, more than a year after the order was initially placed, Kerrie has not received the sand from the order.
Megan, a childminder in Buckinghamshire has also experienced issues ordering from Sensory Education Ltd. Megan spent £540 on a range of sensory toys and a 4 seater buggy from the Sensory Education website. The toys did eventually arrive, but the buggy has still not arrived.
After Megan contacted the company to enquire about an estimated delivery date for her buggy, she told us “I then got a reply saying that there was now an extension date for that buggy to arrive. I just thought, I can't wait any longer. I need this buggy to help me get out the house”.
And after requesting a refund she was then told by the company that this would not be possible as the buggy was being made to order:
Megan said: “I'm absolutely shocked when they said that, because I didn't even know the buggy was made to order. And I felt like it was just groundhog day just going in circles constantly getting excuse after excuse.”
Megan has now managed to get the money back for the buggy through her credit card provider.
In a statement Sensory Education Ltd have told Watchdog:
“At Sensory Education, our commitment to core customer values remains unwavering.
"Regarding the cases discussed in tonight's program, we would like to address them as follows:
“In the case of Megan, we are unable to provide specific comments due to ongoing legal action involving the customer.
“However, we acknowledge the delay experienced with the pushchair item on the order.
“As a result, we have taken the necessary step of suspending our relationship with the supplier responsible for the shortcomings in delivery and customer service.
“As for the case involving Kerrie, we want to clarify that it has been fully resolved prior to this program, and all refunds were processed over a year ago. There are no outstanding issues related to this order.
“We highly value the feedback from our customers, and over the past 12 months, we have undergone significant changes, including the adoption of a new tech stack and the recruitment of additional staff.
“These efforts have significantly reduced our lead time and improved customer satisfaction ratings.
“We are continually working on improving our operations management, and further changes are underway.
“We are committed to addressing any issues promptly and ensuring customer satisfaction.”
