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Mermaid at Heart

  1. Welwyn Garden City
  2. Welwyn Garden City Clothing Store

Reviews, get directions and contact details for Mermaid at Heart

Mermaid at Heart
Address: 43 Great North Rd, Welwyn, Welwyn Garden City AL8 7TJ, UK
Phone: 01707 242871
State: Hertfordshire
City: Welwyn Garden City
Zip Code: AL8 7TJ

opening times

Monday: 10:00 AM – 3:00 PM
Tuesday: 10:00 AM – 3:00 PM
Wednesday: 10:00 AM – 3:00 PM
Thursday: 10:00 AM – 3:00 PM
Friday: 10:00 AM – 12:00 PM
Saturday: Closed
Sunday: Closed

Update Info

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Reviews
Used mermaid at heart to hire a birthing pool for the birth of my son who is now 4 weeks old. The initial hiring of the pool went fairly smoothly without too many hiccups and the pool was in my house 2 weeks before my due date. Unfortunately due to medical reasons my son ended up being born in hospital and so the birthing pool sat in my home unused. I was upset about this as this is my third and last baby so I said goodbye to the idea of a relaxing home birth. After my son was born my husband contacted mermaid at heart to arrange collection. The collection was arranged for 11 days after his birth (28/03/2018) I received a text with a time slot that was too late for us so I deferred the collection to the next day. I waited in on the 29/03/2018 and no driver turned up to collect the pool... my time slot said up to 6pm so by the time the driver failed to turn up the offices at mermaid at heart were closed not only for the night but for the bank holiday weekend so no contact could be made by either party. My family went on holiday after the bank holiday and returned about a week later when I then called mermaid at heart to arrange the re collection. Spoke to a lady called Tina who was RUDE and unhelpful. She explained to me that I was liable to pay the non collection fee of the pool £15 even though it was the courier who failed to attend. Then she explained that I am also liable to pay £5 per day for every extra day I had the pool for.. including those days when the offices are closed so arranging collection is impossible! They told us we had breached the terms and conditions by not informing them within three days of my baby’s birth. I have tried to find a copy of these terms and conditions on their website or Facebook page but they don’t appear to be on either. There was no mention of this breach of contract when my husband initially notified them of the birth and arranged the first colelction! After all this we have been made to pay an extra £95 to this company aswell as the original £130 hire for a product I haven’t even used. All because their driver failed to attend the pick up and then their offices were closed! Their mission statement is “ to make water birth affordable” which is a joke considering how I have been treated! The customer service here is the worst I have ever received, they showed no empathy to the fact that I had a traumatic birth or that I was upset about not getting my wish of a home birth all they wanted was to take more money from me! DO NOT USE this company if you want a home birth. Buy your own pool and re sell it; it will be cheaper than what they will take from you. If there was an option to give a zero star review to this company then I would be using it.
7 years ago (16-04-2018)
An awful company to deal with. AVOID. We did a practice run in our pool as our hot water is on electric so wanted to gauge a rough estimate of time. Turns out our pool had a hole in it AND the pump they supplied me with didn't work. Which wasnt the end of the world for us as i thought this could have easily been dealt with with a quick call. Spoke to a lady called Tina who was extremely patronising and rude. We were offered no apology and almost were blamed for the hole in the pool!? I quote 'well it leaves here in perfect condition and is all checked before leaving so we've done our bit'. We were told that apparently they had nothing else to send to us, and were told to chuck tape over the hole. No refund offered. This was something YOU had to rectify and not expect us to bodge it up. Or had my money back so I could of gone elsewhere!!! I chose your company to help us enjoy the most magical life experience and instead I ended up anxious and upset by your lack empathy and awful customer service. I will never use this place again, and will tell any other mums who are thinking of using you to steer clear, I do not want them left feeling the way I did!!
8 years ago (15-12-2017)
Rented a pool two years ago and they were great, just tried to do the same and the lady was rude, unhelpful and seemed shocked to have a customer. Will be taking my business elsewhere, last thing you need when pregnant is to be spoken to like you're an idiot. Also just wondering if its a coincidence that the registered company owner at companies house has the same surname as the gentleman leaving the review above saying "helpful staff".
8 years ago (05-10-2017)
Terrible Company. Received two pools. Both were faulty. Pump didn't work. (you honestly couldn't make it up!!) I ended up manually emptying the pool and carrying bloody water in a bucket through the house to empty into the drain in the garden. Not the way my family and I wanted to spend the first hour of our second child's life. I wish I could say the name of the person i spoke to, as they have consistently been so unbelievably rude, but it is against the terms and conditions of google. She remarked that 'I had only come on the phone as my wife was worked up'... which was true. My wife had only given birth a couple of days earlier, and was still (understandably!) a bit fragile, and wasn't prepared to deal with such an aggressive response at the first mention of not being satisfied. After what can only be described as an argument with this lady regarding the quality of the pool we'd received, she asked us to send it back and she would have a look and get back to me within 2 weeks, which we did. Mermaidatheart received the pool back, and having heard NOTHING from them for 3 weeks, I decided to call again this morning. The same 'lady' laughed and said 'oh i was going to call you back today'... this could well be true... but not even an apology for a 3 week delay in a phone call? or an acknowledgement of an email i'd been asked to send??? Totally unacceptable customer service. AGAIN. Anyway, unbelievably she accepted that there were holes in the pool, and the pump didn't work... (she'd checked it herself!) However, the company accepted no responsibility for this, and claimed it could've been done a) by me, or b) in transit... Both this so called 'manager' lady who I spoke to, and the Managing Director (her daughter) will offer no refund or apology on the basis that 'the birth still happened in the pool'... Whilst this is true, it ONLY happened in the pool as I did not want to move my wife who was in labour from the pool, and ended up putting more towels on the floor to prevent further damage from the leaky pool to the flooring (and I kept pumping up the pool every 20 minutes or so... not the calming birth experience I'm sure anyone wants!!) The two midwives who were present at the birth both told us they thought it was totally unacceptable, and that I should make a complaint. They also had not heard of this company. My complaint has fallen on deaf ears within mermaidatheart, who take zero responsibility for any of the issues, claiming they are 100% sure everything left in working order, and it's all my fault for not testing the immersive submersible water pump?!? I was even told 'I thought you sounded like an educated man... but clearly not if you couldn't read the instructions'. DOES ANYONE THINK THIS IS ANY WAY TO SPEAK TO A CUSTOMER... OF A BIRTHING POOL COMPANY?? WE TRUSTED THESE PEOPLE WITH SUPPLYING US WITH THE PERFECT BIRTH OF OUR SECOND CHILD, AND THEY'VE BEEN NOTHING BUT INSULTING AND RUDE. PLEASE PLEASE PLEASE do not use this company. There are many other companies that offer birthing pools, that i'm sure would not treat customers in such a rude and dismissive manner. I'm also surprised that this company advertises itself as run by a doula, when such a heartless business-like approach is taken towards their customers (who are all new families) experiences and seems far more appropriate for a 2nd hand car dealership than a birthing company.
8 years ago (23-05-2017)
An absolutely amazing company. They were friendly and professional from start to finish, Emma was lovely and I have been recommending them to anyone that is considering a water birth. They offer a service that is fast, efficient and considerate to the needs of an expectant mother. I would not hesitate to use them again.
11 years ago (28-03-2015)
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