Kay responded so very quickly and with important information. She kept me apprised of the progress of my request to cancel an order (my grandchild already has what I ordered ) and was able to grant m... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Amazing customer service from Kathlene after getting in touch by email about wrong size received. She resolved the issue straight away but also passed it on to team to check the specific product if th... See more
Company replied
I used the wrong delivery address on my purchase, and didn't realise until the transaction was complete. I emailed MORI on Sunday morning and Kathlene from Customer Service got in touch with me to... See more
Company replied
I religiously buy Mori pj’s and sleeping bags which are by far the best, most soft and cosy wear I ever bought for my little one. When I experience a delivery issue (due to local delivery provider) I... See more
Company replied
Company details
About MORI
Written by the company
About MORI:
MORI grew from a passion to provide families with the softest and most comfortable clothing for babies and toddlers. Crafted from gentle organic fabrics which care for your little one and the planet.
What we do:
MORI grew from a passion to provide families with the softest and most comfortable clothing for babies and toddlers. Crafted from gentle organic fabrics which care for your little one and the planet.
What we do:
- We use the softest and highest-quality products that are made with a family’s wellbeing in mind.
- Our products are made from our signature organic cotton 30% and 70% bamboo fabric for a gentle touch on delicate skin.
- Your little one can feel the softness of MORI from newborn up to 6 years old.
- Our unique material feels softer than silk and is safer than regular fabrics as it is breathable and thermoregulating, keeping your baby at the right temperature during the night and day.
- When crafting our products, we use sustainably sourced methods; from the materials we use to the factories we manufacture in.
- By producing our clothing in trusted factories, we can make sure that fair & safe working conditions are always in place.
Contact info
Pall Mall Deposits, Unit PL70, 124-128 Barlby Road, Ladbroke Grove, W10 6BL, London, United Kingdom
- hello@babymori.com
- babymori.com
4.5
Excellent
7K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Complaint response
A quick response to a previous problem regarding delivery of an item.
All sorted swiftly, with a new item being sent to me.
28 November 2025
Unprompted review
Reply from MORI
Dear Paul,
Thank you so much for taking the time to share this.
We’re really happy to hear that your delivery issue was resolved quickly and that your replacement item reached you without delay.
At MORI, we always want our families to feel supported and cared for, so it’s wonderful to know the team was able to make things right for you.
If you ever need anything again, we’re always just a message away.
Warmest wishes,
The MORI Team
Great customer service
Absolutely great customer service and returns process
24 November 2025
Unprompted review
Reply from MORI
Hi Emily,
Thank you so much for your lovely message. We’re really delighted to hear that you found our customer service and returns process so helpful, making things simple and reassuring is exactly what we hope to offer every time.
Your feedback truly means a lot to us, and we’ll be sure to pass your kind words on to the team who supported you. If you ever need anything again, we’re always here to help.
Warm regards,
The MORI Customer Care Team
Excellent customer care
Purchased a Fuddlewuddle Lion and then realised it was the wrong one so I contacted the customer care team to see if they could help cancelling the order as I had only done it withing half an hour of contacting the team and within an hour the customer car team (Kathlene) emailed me to advise that she had cancelled the order and arranged refund. Very quickly dealt with and Kathlene was love via emails. ☺️
24 November 2025
Unprompted review
Reply from MORI
Hi Sam,
Thank you so much for taking the time to share your experience. We’re really glad to hear that Kathlene was able to quickly cancel your order and arrange your refund , making things simple and stress-free is exactly what we hope for.
Your kind words about her care and efficiency truly mean a lot, and we’ll be sure to share them with Kathlene and the rest of the team. If you ever need anything else, we’re always here to help.
Warm regards,
The MORI Customer Care Team
I love the clothes from this company…
I love the clothes from this company but what makes shopping with them truly great is the amazing customer service.
You can buy with confidence knowing that the items are top quality and you’re supported throughout by the amazing customer service.
23 November 2025
Unprompted review
Reply from MORI
Hi Julie,
Thank you so much for your wonderful review. It means the world to us to hear how much you love our clothes, and even more so that our customer care team has helped make your experience feel special.
We want every family to shop with confidence, knowing they’re receiving pieces made with care and supported by a team who’s always here to help. Your kind words truly brighten our day.
If you ever need anything at all, we’re only a message away.
Warm wishes,
The MORI Team
Really helpful customer service team
Really helpful customer service team! Thank you Grant and team x
19 November 2025
Unprompted review
Reply from MORI
Hi Katy,
Thank you so much for your lovely review, it truly means a lot to us.
We’re so glad Grant and the team were able to help and that you had a positive experience.
If there’s ever anything more we can do for you, we’re always here.
Warm wishes,
The MORI Team
I had ordered a Jellycat from Mori and...
I had ordered a Jellycat from Mori and unfortunately the carrier (EVRI) left it outside in the pouring rain (did not knock or ring the doorbell) during Storm Claudia. Mori were very gracious after my complaint to them and sent another replacement immediately via a different carrier (Royal Mail), which came within two days. Obviously the initial situation wasn't ideal, but they remedied it straight away which I must say was great customer service.
17 November 2025
Unprompted review
Reply from MORI
Hi T,
Thank you so much for taking the time to share your experience with us. We’re truly sorry that your Jellycat order was left out in the rain, that’s never the delivery experience we want for our families, especially during such stormy weather.
We’re really glad that the replacement reached you quickly and safely, and that our team could put things right for you. Your patience and understanding mean a lot, and we’re grateful you gave us the chance to make it better.
If you ever need anything else, we’re always here to help.
Warm wishes,
The MORI Team
Over promise and under deliver
Unfortunately, first online order with the company, selected the next day service, but after speaking with EVRI, they have informed me that the item hasn’t arrived with them yet and only a despatch label generated.
Paid for a premium next day service, would expect at the very least an update on the order if it wasn’t despatched for any reason. Arranged for someone to be in the house, which isn’t needed, customer service say it’ll take 48 hours to get back to me and this order was for a last minute trip.
They also sent me a 10% off new customer code that didn’t work, next delivery not actioned and I’ll have to go out and purchase the item somewhere else.
No customer service number, so if you like customer service that responds before TWO days a next day service that delivers next day, then I would avoid MORI. Not a good experience.
18 November 2025
Unprompted review
Reply from MORI
Hi Byron,
Thank you for taking the time to share your feedback, and I’m truly sorry for the experience you’ve had with your first MORI order. This is far from the smooth and reliable service we want for our customers, especially when you’ve paid for a next-day delivery and were relying on it for a last-minute trip.
I completely understand how frustrating it must have been to receive no update, arrange for someone to be home unnecessarily, and then find that the order hadn’t reached the carrier as expected. Your time is valuable, and you should never be left chasing information.
I can see that our team has since been in touch with you, issued a refund for the failed delivery service, and that your order was successfully delivered. While I’m glad the item did reach you in the end, the journey to get there should have been much easier.
We’re also sorry for the issue with your new-customer code, this shouldn’t happen, and we appreciate you flagging it so we can prevent it in future.
Thank you again for your honesty. We truly value the chance to make things right, and if there’s ever anything more we can help with, we’re always here.
Warm wishes,
The MORI Team
Excellent clothing quality
Excellent clothing quality. Customer service were super helpful when a delivery never turned up too.
10 November 2025
Unprompted review
Reply from MORI
Hi Sarah,
Thank you so much for sharing your experience with us. We’re delighted to hear you’re enjoying the quality of our clothing, and it’s wonderful to know our Customer Care team could step in and support you when your delivery didn’t arrive as expected.
Your feedback means a lot, it reassures us that both our products and our service are making a difference. We’ll continue working hard to ensure every order and every interaction feels just as positive.
Warmest Wishes
The Mori Customer Care Team
Had a great experience
Had a great experience! Well packaged and quick delivery. Really happy with everything I bought.
6 October 2025
Unprompted review
Reply from MORI
Hi Freya,
We’re so pleased to hear you had a great experience with us. It’s wonderful to know your order arrived quickly and well packaged, and that you’re happy with everything you chose.
Your feedback truly makes a difference, it reassures us that the care we put into both our products and delivery is felt on your end. Thank you for sharing your experience.
Warmest wishes
The Mori Customer Care Team
Amazing amazing customer service
Amazing amazing customer service! I almost didn't email as I didn't think my request would be possible but Kathlene made it happen! 5 star service!
14 November 2025
Unprompted review
Reply from MORI
Hello Lucy,
Thank you for your feedback.
I am so pleased to hear that Kathlene was able to assist you. We are really so lucky to have such a caring individual on our team.
I will make sure she is aware of your kind words.
Have a fabulous weekend.
Kind regards,
Kay
Senior Customer Care Executive
Reply from MORI
Hi Louise,
Thank you so much for your kind words.
We’re so happy to hear you found our service fab and our replies super quick, making your experience smooth and joyful is exactly what we love to do.
Your feedback truly means so much to us and inspires our team to keep going the extra mile. We can’t wait to be part of many more special moments with you and your little one.
Warmest Wishes,
The MORI Team
Request dealt with efficiently and…
Request dealt with efficiently and effectively. Thank you! Parcel arrived at corrected address.
8 November 2025
Unprompted review
Reply from MORI
Hi There,
Thank you so much for your lovely message! We’re so glad everything was sorted quickly and that your parcel found its way to you. If there’s ever anything else we can do to help, we’re always just a message away.
Wishing you and your little one many cosy moments ahead,
The MORI Team
Amazing customer service
I made a wrong size order for baby sleepsuits as a gift for a friend in another country and emailed their customer immediately and they rectified the order, sent personal emails and made sure the right size was dispatched before the order left the warehouse. Amazing customer service, professional and everything was great.
4 November 2025
Unprompted review
Reply from MORI
Hello Parker,
Thank you so much for that wonderful feedback. We will always try to help where we can.
I am so pleased we were able to amend the sizes in time.
Have a fabulous evening.
Kind regards,
Kay
Senior Customer Care Executive
Very quick response and fast resolution…
Very quick response and fast resolution - thank you!
3 November 2025
Unprompted review
Reply from MORI
Hello Kiera,
Thank you for your kind words.
We are here to help and its wonderful to receive such positive feedback from our loyal customers.
So easy to reach us too, no press 1 for this and 2 for that just pop on Live Chat or email hello@babymori.com
Have a fabulous evening.
Kind regards,
Kay
Senior Customer Care Executive
Kathleen from customer services was…
Kathleen from customer services was amazing. Very helpful with getting my order ready and sent to me as soon as possible.
3 November 2025
Unprompted review
Reply from MORI
Hello Kiran,
Thank you for your wonderful feedback.
We are very lucky to have Kathlene in our team she really does care about all MORI customers and always provides resolutions as quickly as possible.
I will make sure she is aware of your praise.
Have a lovely evening.
Kind regards,
Kay
Senior Customer Care Executive
What a wonderful company to deal with
What a wonderful company to deal with! My first order went astray, so I contacted Mori and without question they immediately sent a replacement, which arrived safely a couple of days later.
Thank you Mori.
30 October 2025
Unprompted review
Reply from MORI
Dear Heather,
Thank you so much for your kind words, they truly mean the world to us. We're sorry your first order went astray, but we're so glad we could make things right quickly. Every experience matters, and we're committed to ensuring yours feels seamless and cared for from start to finish.
It’s wonderful to hear your replacement arrived safely, and we’re grateful for the chance to turn things around. Thank you for choosing MOR, we’re lucky to have you in our community.
Warm wishes, The MORI Team
Delivery never arrived and no one cares
I bought several winter pieces from this brand for my 5 month old baby. Now ive been emailing them daily and no one seems to know why my delivery didn't arrive
No one cares nor has an estimate of when it will be here - it's been delayed for more than a week
14 October 2025
Unprompted review
Reply from MORI
Dear Customer,
We’re really sorry you’ve had such a frustrating experience, it’s the last thing we’d want, especially when you’ve placed your trust in us to deliver something special for your little one.
We’ve tried to locate your order using the details you’ve shared, but haven’t been able to find a match just yet. If you could send over your order number, we’ll dive straight in and get this resolved as quickly as possible.
Thank you again for your patience, we’re truly sorry for the delay and the lack of clarity so far. We’ll do everything we can to make this right.
Warmest wishes, The MORI Team
I have been trying to return a faulty…
I have been trying to return a faulty item for two and a half months.
Bought a swimming costume that puckered immediately so obviously a unsuitable fabric. Also pyjamas where the hole is not big enough to go over the childs the head by 8cm.
Initially despite sending photos I was told that the item was not faulty and they would not pay for the postage. I asked them to check the item when it is received and then I received no QR code and no more communication.
I realised what they didn't is that there is no opening at the back of the item unlike there is in the image online so this is the reason it wont go over my daughters head.
I have sent quite a few emails from two different addresses, no phone number for CS or any of the stores so I sent a letter, DM through instagram and finally DM through Linked In and still two and a half months on I am chasing and chasing.
Does this company not care about its Customers??
Extremely frustrating and makes one feel completely helpless. Of course I can go to a store but that will take up even more time (as it is miles away) which really one should not have to when you buy something in good faith.
24 October 2025
Unprompted review
Reply from MORI
Dear Alec,
Thank you so much for sharing your experience with us, and for your patience while we looked into what happened. I want to start by saying how truly sorry we are. The experience you’ve described isn’t what we stand for at MORI, and I completely understand your frustration.
After reviewing your case in full, including all previous communication and feedback, here’s what we’ve found:
For the pyjama top, you’re absolutely right that the product image shows a button opening at the back. This design feature is included in sizes up to 2 years but not in the 4–5Y size you received. We should have made that difference clearer on our website, and I’m so sorry for the confusion and inconvenience this caused.
Regarding the swimsuit, your note about the fabric puckering after one wear has been shared directly with our Product Team. It’s not something we’ve seen before, but we take every comment seriously and are reviewing the fabric and construction for future collections.
Our Customer Care Manager has reached out to you personally and is awaiting your reply so we can fully resolve this for you. We truly appreciate your understanding, and we’ll make sure you’re never left chasing for answers again.
With warmth,
The MORI Team
The Mori Experience
It’s the first time I’ve ordered and everything went well till trying to pay.i had to order again as wasn’t getting further than the payment page as it just wasn't connecting. I then received a code on my mobile to enter and verify it was me and order was complete ….till I checked my credit card and two payments were pending. I chatted on line and immediately was refunded one of the payments,
22 October 2025
Unprompted review
Reply from MORI
Hi Una,
Thank you so much for sharing your experience, and we’re truly sorry for the hiccup at checkout. That’s certainly not the smooth first impression we aim to deliver, and we appreciate your patience while our team resolved the duplicate payment swiftly.
We’re glad to hear the refund was processed promptly, and we hope your order brings joy once it arrives. If you ever need help with future purchases or have any questions, we’re always here to support you.
Warmest wishes, The MORI Team
I had a quiry on an order placed on…
I had a quiry on an order placed on Saturday there was an immediate responsed outstanding after sales service .thank you
19 October 2025
Unprompted review
Reply from MORI
Hi Mary,
Thank you so much for your kind words. We're thrilled to hear your query was resolved swiftly and that our after-sales support hit the mark. Speed and care are at the heart of how we operate, and it's wonderful to know that came through clearly for you.
If there's ever anything else we can assist with, we're just a message away.
Warm regards, The MORI Team
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