Devastated mum forced to prove unborn baby died to get refund on £115 car seat

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Hannah was stunned at what the Newbie and Me Baby Store in Shirley, Solihull told her (Image: Birmingham Mail)
Hannah was stunned at what the Newbie and Me Baby Store in Shirley, Solihull told her (Image: Birmingham Mail)

A mum who lost her unborn child claims a shop demanded proof of the tragedy before refunding a car seat order.

Hannah, not her real name, was given the devastating news at 34 weeks that her son had no heartbeat and he was stillborn on December 17.

She was shocked when the Newbie and Me Baby Store in Shirley, Solihull, that she would only receive her money back on a Maxi-Cosi car seat after she had provided proof her child had died.

The 30-year-old, from Hall Green, returned to the store on Boxing Day with the registration of stillbirth to get the £115 refund, and said the ordeal was "horrific".

Devastated mum forced to prove unborn baby died to get refund on £115 car seat rridqziqtqitinvThe company confirmed the mum was asked for proof of purchase

The company confirmed to BirminghamLive that she was asked for proof of purchase and a medical note "due to the circumstance", which it said was part of the terms and conditions of any sale.

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Hannah posted on Facebook : "I ordered a car seat in the Black Friday offer from the new store in Birmingham, and was told I would have it within a week.

"Come mid-December and still no contact from the store. Unfortunately on December 17, I was told my baby had no heartbeat at 34 weeks and, when asking the company if I could cancel my order that hadn’t yet been delivered, I was told I had to provide PROOF my baby had died.

"It was a horrific experience having to go into a store aimed at selling to people that are pregnant and have newborns to show them my baby’s stillborn certificate otherwise they wouldn’t give me my money back. I would avoid it at all costs!"

Hannah added: "I don't want it to happen to other people. I paid in full on the day and was told they wouldn't have any in for a week so I was going to go back in.

"I hadn't heard anything for a couple of weeks. I asked if I could cancel the order and they said you have to bring medical proof. They hadn't even had the order in store as far as I knew. They said it was their policy.

"I didn't go into the store last week as I couldn't, I went in on Boxing Day and they said it was on their terms and conditions.

"I had to take medical evidence to a baby store where there are lots of pregnant ladies and newborns there. I had to take medical evidence to cancel something I'd not even received.

"I took in the registration of stillbirth and they took it out of the envelope. I can't see someone lying about having a stillbirth.

"They told me it's because they are asked by the companies they order from why they are returning it."

A spokesman for Newbie and Me Baby Store said: "Firstly, Newbie and Me is saddened and sorry for Hannah's loss, we understand how difficult this time must be for Hannah and her family and would not want to make it any harder than it already is. We would like to apologise to Hannah for her experience with us.

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"We have investigated the incident and listened to the phone call as they are monitored for training purposes. We attempted to contact Hannah the day after she placed her order to confirm which address she would like the items to be posted to, unfortunately, we were unable to get through.

"When we received a phone call to inform us of cancelling the order due to the circumstance, we have and we always will aim to support any family going through a difficult and sensitive time. Hannah was requested proof of their purchase, and a medical note due to the circumstance (this is also stated on the T&C's which Hannah has a copy of).

"Hannah would have read this and accepted them as she placed the order. This is not meant to cause distress but as a business, we do have to include this in our terms and conditions as formalities.

"We are a baby store that understands that from time to time, the nature of our business we will be faced with difficult and unfortunate circumstances, we would try our utmost to assist anyone through these troubling times. We do not expect any customer to come into the store and neither do we expect them to have direct communication with ourselves, they can email any information over to us, in their own timely manner and when they're able to.

"We apologise to Hannah for any distress caused, any feedback would be welcomed as it allows us to serve our customers in the best practice."

The Mirror contacted Newbie and Me Baby Store for a statement.

Jordan Reynolds

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