[Acknowledging the gaslighting undertones of the owner's response. Fluffy messaging, sidestepping…read morecore issue.]
Working with Princess, the owner of BelliBind, was one of the most unprofessional and distressing experiences I've had. For a long time I suppressed the memory and didn't leave a review in December 2021 because I was overwhelmed postpartum. However, receiving a recent automated email from the company brought the experience back, and I feel it's important to share a word of caution for other mothers -- especially those whose postpartum experience may not be smooth or well-supported.
Like many mothers, my daughter's birth did not go according to plan. I nearly lost her, she required hospitalization in the NICU for respiratory distress, and when she came home she had an extremely severe case of colic. She could not be soothed by anyone except me, including my husband, and the situation in our home was incredibly stressful and overwhelming.
When the BelliBind employee came for the first session, she was kind and genuinely tried to help. I have no criticism of her personally. She attempted to support me by assertively requesting that my husband manage the baby so I could have the appointment. Unfortunately, the reality of our situation made that impossible. Our baby was extremely distressed, tensions escalated, and I simply could not relax or continue the session. I ultimately asked to cancel the remainder of the visit.
My concern arose afterward when I contacted Princess to request a refund for the remaining unused sessions. I made it clear that I was completely willing to pay for the first visit, but asked if she could consider a prorated refund for the thousands of dollars of services that had not been rendered and realistically could not be completed given my circumstances.
At the time, I was in a very fragile psychological state postpartum, experiencing severe depression and even suicidal thoughts -- something I could clearly recognize as an otherwise strong Licensed Clinical Social Worker (knowing postpartum can be suddenly triggering for those who survive childhood abuse/neglect). I communicated this openly in the hope that she might approach the situation with compassion and flexibility. She knew my mission in life was to protect other vulnerable individuals, and I thought in this moment of vulnerability, hers was to look after postpartum moms.
Instead, the response I received was shockingly cold and combative. The empathy that had been conveyed earlier in the process disappeared entirely. In my own telephone conversation with Princess, she refused any form of accommodation or refund and communicated in a manner that felt volatile and dismissive. The interaction became so upsetting that my husband ultimately had to step in to try to handle the conversation in order to protect me during an already vulnerable postpartum period.
Following our joint attempts to reason with her over the phone and seemingly reaching a mutually agreeable resolution at the time, Princess later emailed to inform us that she decided NOT refund 4 unused sessions, and she requested that I use them in a "2-week postponement period" ... as if our unglamorous situation would somehow magically resolve in 2 weeks. If only the reality of our lives could morph it one of her captivating social media marketing photos in that 2-week period. As referenced in the attached screenshots, she states, "Please note we have offered to provide you with: 2 week postponement of services, once you have more of a handle on your child's needs." Needless to say, the latter comment to "get a handle on our child's needs" was incredibly offensive.
Her additional comments were equally perplexing: "I truly believe, as a post-birth professional with a team providing in-home recovery support and newborn care guidance to birthing families for nearly a decade now, that we would be doing you a great disservice by just giving you a full refund opposed to the many options you could use with the care you already have paid for with us." The fact that a business owner of a service directed towards postpartum mothers, could be so rigid, inflexible, and tone-deaf continues to baffle me.
Ultimately, I filed a claim with my credit card company, and Chase quickly reviewed the situation and happily obtained a refund for the *unused amount*, as per my request to Princess.
This experience was deeply disappointing. Postpartum mothers are often in extremely vulnerable positions, and businesses that market services specifically to new mothers should operate with a basic level of compassion, integrity, and professionalism. Unfortunately, that was not my experience here, and the utter lack of integrity continues to shock me in memory. I can only hope that some version of karma eventually reinforces the importance of genuine integrity, so that other mothers receive what is truly good for them ... even when life has unexpected challenges in store.
