Little & Fern Avis 

Réponse de Little & Fern

Actualisé le 27 mai 2026

*EDITED*

Hi Eve, thank you for providing your email address. Unfortunately we have no record of any order associated with it in our system.

If you have placed an order with us previously, please don't hesitate to reach out at hello@littleandfern.com with your order number and we will be happy to help. However, if no order has been placed, we are left questioning the basis on which this review has been written.

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Thank you for your review, Eve. We take all feedback seriously and are sorry to hear you have had a negative experience.

We have searched our records but are unable to locate a recent order associated with your name or account. We would genuinely welcome the opportunity to look into your concerns, and invite you to contact us directly at hello@littleandfern.com with your order details so we can investigate properly.

Regarding the comments about our products, we have worked closely with the same manufacturer for over five years. They are a women-led business who produce our original designs which we collaborate with Australian female independent artists, and we are extremely proud of the quality and care that goes into every piece we sell.

Regarding the claims about our reviews - we simply reached out to our customer community and invited them to share their honest experience with us. No competitions, gifts or incentives of any kind were offered.
We are proud to have over 3,400+ reviews with an average rating of 4.9 stars on our website, which we believe speaks for itself.

We welcome all feedback from our customers and take it very seriously, always looking to improve our experience for our customers. We only report reviews to Trustpilot where we have reason to believe their guidelines have not been met, as is our right under their platform terms.

We hope to hear from you so we can understand your concerns better so we can make things right regarding your own experience with us.

Kind Regards,
The Little & Fern Team

Réponse de Little & Fern

27 mai 2026

Thank you for your feedback, Millie. We take all concerns seriously and reviewed this matter thoroughly with you when it was first raised in October 2025.

Our investigation included dispatch weight records confirming the full order was sent, a signed delivery confirmation, and a proof-of-delivery photograph showing the parcel intact at your door - with an occupant visible collecting it at the time of delivery. We also identified items from your order visible in photos you shared with us.

This matter was subsequently referred to the Queensland Office of Fair Trading, and we cooperated fully with their process, providing all evidence and correspondence to the officer handling the case. Once the matter had been formally escalated, we made the decision to direct all further communication through that process rather than continue privately, as we felt this was the most appropriate and transparent course of action for both parties.

We understand this outcome is not the one you were hoping for, and we genuinely regret that you feel this way. However, based on all available evidence, we are unable to agree with the characterisation of events presented in your reviews.

We wish you all the best.

Réponse de Little & Fern

Actualisé le 27 mai 2026

*EDITED 27th May*

Hi Stef,

Thank you so much for updating your review and for reaching out to us via email - we truly appreciate you giving us the chance to help.

We sincerely apologise that your Instagram message was left on seen without being redirected to our customer service team. That is not the standard we hold ourselves to, and we have taken steps to ensure this doesn't happen to another customer in future.

We're so glad we were able to connect and find a resolution, and we're thrilled to see you've placed a new order with us. We really hope the new personalisation is everything you were looking for!

Thank you for your patience and for continuing to support Little & Fern. It truly means the world to us.

Warm regards,
The Little & Fern Team

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*EDITED 21st May*

Hi Stef,

Thank you for updating your review. We can see you've added that you messaged our Instagram page and received no reply - we're sorry for any frustration this caused.

We do want to clarify that our social media pages are not monitored for order enquiries or customer service issues, and we always direct customers to contact us at hello@littleandfern.com where our team can properly assist. This is noted in our initial response below.

Despite not hearing from you through our appropriate and official customer service channels, our team proactively reached out to you via email today as a gesture of goodwill, with a genuine offer to help resolve things for you. Unfortunately, rather than taking us up on that offer, we received a reply mentioning only the Instagram message - and then your review has since been updated without a proper response to our email.

We have done everything we can to reach out and make this right, and we feel it is truly disheartening that a 1-star review continues to be maintained - and added to - when we have proactively offered a resolution that has not been taken up. Reviews like this have a very real impact on small businesses like ours, and we would ask that this is taken into consideration, especially when our team has gone above and beyond to try to help even though your order was delivered correctly (as per your choice) and on time.

We truly want every customer to leave happy, and that offer still stands. Please do reply to Bri's email and we will do our very best to make this right for you and your granddaughter.

Warm regards,
The Little & Fern Team
_____________________________

Hi there,

Thank you for your support of small businesses, it truly does mean the world to us, and we're sorry to hear you weren't fully happy with your personalisation.

Our Avery font is a fine, handwritten-style script, and because personalisation choices can be subjective, we display a full preview of each font on the product page along with a confirmation checkbox where customers tick to agree their selections are correct and final before adding to cart. This step is in place specifically so customers can be confident in their choice before we begin creating their keepsake.

We're disappointed to see this feedback shared as a review before we were given any opportunity to help - we have no record of being contacted by you regarding this order, and had we known you were unhappy, we absolutely would have done our best to find a solution.

Our team is always here and happy to talk through options, as it is our highest priority that every customer has a great experience from start to finish with Little & Fern.
So please do reach out to our customer service team at hello@littleandfern.com and we'll see what we can do to turn this around for you and your granddaughter.

Warm regards,
The Little and Fern Team

Réponse de Little & Fern

20 mai 2026

Hi Monalisa,

Thank you for taking the time to share your feedback - we're sorry to hear your experience hasn't met expectations.

We did want to gently clarify a few points. The Blue Teddies Zip Romper was purchased as a pre-order item, with the estimated mid-end of May dispatch timeframe listed clearly in the product description and *PRE-ORDER* clearly listed in the product title, at the time of purchase.

Our team responded to your email enquiry on the same day it was received and reconfirmed this specific timeframe in a follow-up email, along with reassurance that your order is in our system and will be dispatched as soon as stock arrives to our warehouse.

You're absolutely right that this particular style hadn't yet been added to our public pre-order list, and we appreciate you flagging that, we've taken it on board to improve. However, we can confirm that the timeframe was confirmed and reassured to you via our email correspondence.

We understand waiting on a gift can be stressful, especially with a baby on the way, and we're doing everything we can to get your romper to you as soon as possible. If you'd like a direct update on your order, please reply to our last email or reach out to hello@littleandfern.com and we'll be happy to help.

Warm regards,
The Little and Fern Team