Michael P.

@HATCHcollection Last week, I purchased the 4th Trimester Nesting Bundle for my wife in lead up to her due date this week. I used a 20% coupon code, and ordered a Small and received my order confirmation via email. Three days later, I get emails *******@HATCHcollection stating my order was cancelled and I would be fully refunded because the size is no longer available. No one reached out to inquire if I would be willing to select a different size, color, or sell me the items individually (which they have in stock). Then I was offered a 15% discount to order other items if I wanted to. Okay, so I re-ordered the bundle in a Medium to see if it would fit and they did provide a new discount of 20% after I said something. I get the package today and it doesn't fit her; only the robe (jogger and bra does not). So I reach out *******@HATCHcollection and inquire if I can return all items but the robe. Additionally, I share that the jogger is actually available in Small on their website so I request to have it exchanged. This was their response:
"Unfortunately we are unable to process your request. Bundles do not have the systemic flexibility to be exchanged for other sizes. The entire bundle would need to be exchanged for a different size. If the size is not available, you would need to initiate a return for refund. We deeply apologize for the inconvenience.
For some background, separate inventory is allocated for the bundles and they are packaged accordingly for each size we offer. Therefore we can not pull from other inventory because those pieces are allocated for the individual online purchases.
We understand this is not ideal but this how our system is currently set up. We are unable to override this process."
What kind of customer service are you actually providing here with this cumbersome and company-first policy? Do they not know their customers are birthing mothers with no time for this BS? And after spending $300 on 3 sleepwear items you cannot sell me things separately? Unheard of in retail. Do not buy *******@HATCHcollection or proceed with cation when you do. I thought I would surprise my wife with a special gift post delivery and all I got was headache. I am returning everything and never purchasing from here again. I will share this experience on every major platform. Stay tuned.