Hi Sandy,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear how disappointed you are with the bag.
We completely understand that what makes a baby bag practical is very personal, and a style that works perfectly for one parent may not suit another.
We did just want to clarify a few things for you and for others reading your review. The bag has been designed to be worn as a shoulder bag, crossbody, backpack or carried by the grab handle, and we have many images and videos on our website showing each of these options. When the main zip is closed, the front flap also closes easily with a magnetic button.
We also put a lot of consideration into whether pram straps should be included. During the design process, we polled our customers and only around 50% said they would want them. As including them would increase the price of every bag, we made the decision to offer them separately so customers only pay for them if they need them.
With the change mat, we actually offer two different options. The Changing Clutch you purchased is our larger, padded style. It can be carried inside the bag, attached separately to your pram handle or kept in your pram basket. If you were specifically looking for a change mat that fits into the bag's exterior pocket, we would have happily recommended our more compact, non-padded UNI Change Mat instead.
We’re sorry this bag hasn't met your expectations. It’s a product we spent a great deal of time and thought designing, but we also recognise that bag preferences are incredibly personal. We do feel the design, ways to wear it and optional accessories are clearly represented on our website, and we would never intentionally mislead our customers.
We're a small team of three mums and we genuinely care about the experience our customers have with our products. If this bag isn't the right fit for you, please get in touch with us. We'd be very happy to discuss returning it and helping you find another style that may work better for you.
We'd love the opportunity to work with you towards a more positive outcome.
Look forward to hearing from you,
Kendall