Our friends gave us gift for my older daughter, they gave us buggy but after 4-5 month it got broken, I took it to OLD Kent ROad branch but sadly i have been accused by their manager MUSTAFA that I found on the street because I did not have receipt. I tried to explain him that it came as gift and how can I ask for receipt from those who are giving to me but he would not give ...... . Unfortunatly my problem did not stop there, I have tried to contact their costumer service on 0844 number but I waiting 10 min it just cut off then I tried to call them again and again same story after 15 min. I have two kids and older one is 5 and since she was baby we always bought things from them but from now on I think I will change to mamas and papas or other retailer...... Horrible expierence.
Bought a pram 5 months before baby was born. Once baby was born got it ready etc. Put baby in and went to town. front wheel unstable and unsecure. couldnt find any bolts etc to tighten then after looking online bad reviews so called up mothercare. Originally told that even though I bought online it was there policy I had to take it back to a store. (nearest one is 26 mile trip). I refused and told them the law around distance selling regulations. There advisor called CARRIE told me they do not work to distance selling regulations. I asked for a manager and one called me back later. When i told her about distance selling regulation (which is what i work in) she tried to quote them to me. I soon told her the actual law to which she said I was wrong and put the phone down. After being on facebook to write a review on there site I got a call from another manager who said I could have been using the pram for 6 months and now the wheel had become loose. Even if this was true it would not matter as it was still within its warranty. However when I informed him the baby was 2 weeks old and it was our first day out he said I could be saying that and I would have to send him my Sons birth certificate for proof. At this point I laughed and hung up. I actually recorded all my calls to Mothercare after reading the reviews so I had the evidence. I am now going through trading standards and small claims. Not worth the hassle atall. From now on I will go to a company with a decent customer service standard. AVOID AT ALL COSTS.
I purchased a maxi cosi pebble in the sale for £90 online and paid with paypal. I was over the moon at such a bargain. However when I signed into paypal it said 'pending' which had me worried as I had the money in my bank account to pay, and this has never happened before, normally it says completed. I searched online and came across loads of terrible reviews saying they didn't honor sales, poor customer service, paypal payments were held pending for weeks etc and to be honest it stressed me out to the high heavens. I phoned mothercare the following morning, got cut off 5 times (which turned out to be my phone coverage!) and then I was called back. YES CALLED BACK! I explained my worries and the customer adviser checked all my details and the status of the order, including whether the ordered had been sent down to be picked which it had. She told me they hold paypal payments until item has been dispatched, and true to word that evening the payment cleared. I ordered on the 11th pm and the car seat arrived today 13th am, in perfect condition. My experience was 100% positive!!!!! It was all the bad reviews that kept me awake all night thinking I had lost my money, or it was in cyber land limbo for the foreseeable future. I will use them again, and suggest that you try and not listen to the bad reviews like I did.
I went into the Crown point store this evening to order my daughter a Silver Cross Linear Pram / Pushchair in Charcoal colour that included in the offer a free Car seat at a total of £435 which is a saving of over £100. The pushchair was available in the colour we wanted but not the car seat, however they did have the car seat in the shop on display that I was more than willing to accept so we could have the deal - this was refused as an option & as there were no other car seats available I feel very let down by Mothercare and do not think they are customer orientated, not bothered about customer satisfaction & obviously not interested in sales, in my view they do not bend over backwards to please!
Yesterday we ordered Darlington Cod bed set, and paid directly. We were so happy to finalize this purchase as this was a very time and energy consuming process for a pregnant woman. We eliminated other options (i.e., Stokke, Ikea) and decided on Mothercare. We measured our small limited spaces several times to fit this set. Last night, I went to bed imagining the new room of our little. However, today, the store manager called us saying that the wardrobe cannot be provided. This is very surprising because we already paid it. What did you sell yesterday? What were you paid for? He offered money return, color change and more interestingly he informed us that they will check other stores in 1 WEEK! How terrrible storage system you have? He also offered to bring one from the UK in 2 months. We reply to him them we do not want the white color or any model change. We can wait for 2 months but we want a response asap to make things certain. No assurance no guarantee made from Mothercare. At last, it is really disappointing to see such an unprofessional attitude from a global brand.
Rudest service I have ever come across in the shops (Manchester area) and also on the telephone to the customer care team. They talk to you like your an imbecile. Not only did we have to chase up our order and wait in 3 full days in the house for them to come but when I checked my phone bill I had been charged £8 for calling them from a landline!!!!!!!! No one knew where our delivery was We spent a total worth of just over £1000 and got treated awfully. Wouldn't even give 1 star.
I recently purchased an Oyster pram/pushchair, stroller colour pack and car seat in a store - 4 items, all in stock 3-5 days del. 2 items were delivered 3 days later, although the delivery note said it should have been 3 and the last item was following in 1-4 weeks. The delivery driver said that he only had 2 items on the van and told me to contact the helpline. I was told by customer services the 3rd item should have been delivered and it arrived the next day. I waited 4 weeks for the colour pack and then made numerous calls over several days, wasting time and money listening to the messages and music, but not being connected to customer services. When I did finally get an answer, I was told the item was out of stock, there was no date for new stock and the warehouse had cancelled my order! I was told to contact the store, who then told me to contact customer services, who then said I had to go to a store for a refund! I have since bought the item cheaper online and also the car seat base, which has been out of stock in Mothercare for months. There are serious problems in this organisation. Who would cancel something that has been paid for and not tell the customer!
Very brief details : I bought a pram from mothercare in southampton branch. After a week of using it I was not happy due to the poor construction and reliability. I tried to return it to the shop and requested my money back. I spoke to the 'Manager' who I think was called Phil. With his poor knowledge and experience he decided he could not help and refused to refund in any way. He told me to call the main number for customers services and they would help. After waiting on the phone for 25mins with customer services they redirected me to the store stating that they had to deal with it. The final decision was made that the pram was used and money could not be refunded.
I would strongly advise for anyone not to buy anything from this store.
I ordered a car-seat online at Mothercare.com - 'delivery in 4 to 5 days'. 4 days later I received a 'Do Not Reply' e-mail saying delivery is delayed by up to 4 weeks. Another week later, another 'Do Not Reply' e-mail cancelling my order without explanation. The 'Contact Us' link takes me to an FAQ section with no telephone number to get an answer from a real person. Then Mothercare sent me a note asking me to review a product that they had promised but failed to deliver without explanation - and I responded with a review identical to this. No surprise at their response: 'Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time' - and of course, no telephone number to discuss this. The company shows no signs of interest in hearing customer views and it is no wonder they are struggling.
We are expecting in feb.....did shopping from mother care although at the time of our 1st baby we chose better shops....there was one baby suit on half price which we just bought and didn't like it at home....we went yo return it in store ( luton town centre) and then this is what happened.... Oh yeah you didn't like it, fine.....then she had a look on baby suit as she is going to try it now in fitting room on her....then she said we can't return it there are two more items with it......my wife said to lady that it doesn't say any thing else on the receipt and off course if we wouldn't have come back to return it we would have no clue of any thing else with this suit... She goes if you look inside (where washing labels are attached) it says three items....honestly we couldn't find it there at that time and when we do shopping, we look at price labels and information certainly with out using it couldn't have looked at washing instructions, right! Then she called a supervisor with name Vanessa....she came and started...we can't return it...not listening to what we are saying.....we can't return it....very rude and behaving like she was the owner of mother care.....well she has a chance as if people like her are working as supervisors in mother care....they will loose a lot of business and who knows who will own it next....very rude and funny behaviour which really made me angry....can not even imagine to talk to any one like this and the way it was done, can not even explain that in words. Then we got a number of customer services from the store and called them immediately.....they told us to talk to complaint team on mon and today we called 7 times....got through with 2advisors who started listening to me and disconnected....and 5 other times it was hold of minimum 10 mins to 23mins and don't want to say that calling on 0844 number will cost me more than the cost of suit....and even if store doesn't know what other items were, how can we know it and if it was a small new borne cap, I wonder what we can do with it with out using that suit....awful service and will never buy a thing from there again.....although I will still send a complaint via post but already it's been worst shopping and service experience of my life...
Mothercare has failed on all levels of customer service; it failed to deliver the Xmas present on the first given date, it then failed to deliver on the second date (which happened to be Xmas eve so another ruined day there- thanks), it then failed to deliver on a third date and although promised the goods would then be at no cost due to the inconvenience, has since taken the money from my account. On complaining to them once again (& copying in the CEO) was promised a refund which has again failed to materialise!!!!
When will they get it right? no wonder shares fell by 30% & there has been a profit warning.
Simon.Calver@mothercare.com CEO should be ashamed of their performance - shame he couldn't be bothered to respond to a customer who took time to politely raise concerns regarding their performance!
I visited one of their London stores last year during my pregnancy to start to get together all the baby bits for my new arrival. The only way I can describe my in-store experience is DIABOLICAL. From the moment my husband and I walked through the door, we were being hassled by the staff - can we donate to this fund, can we sign up to their membership card, would we like to buy this, would we like to buy that, why don't we have a demonstration of this pram. I stupidly thought that choosing all the bits for our first child would be an enjoyable and exciting experience, it definitely was not in Mothercare! I actually left the shop in tears, I felt hounded and just wanted to be left to do what I went there for. Some might say I was being overly emotional, and some people might like the in-your-face thing, but it is a baby/toddler store so is bound to be full of pregnant women and people with their kids - they do not need the hassle of being approached by the staff trying to sell/promote stuff! It was so obvious too that the staff who had been tasked with doing this couldn't be bothered, letting out a sigh and stropping off when I said no - serious attitude problem.
I think it's a really odd way to do business and whoever was sat in the boardroom calling the shots on these marketing methods needs to get on the shop floor and take a look at their target audience. I found it really inappropriate and totally out of sync with what Mothercare should be all about.
In addition to the above, the staff who weren't trying to promote things were shouting conversations with eachother across the shop floor and next to the tills, in full earshot of their customers. Basically it was like one big social for the staff. I will never visit Mothercare again - atleast not that particular store, just shocking.
I visited a store in Harlow for help with a car seat. The staff member was polite and helpful, no complaints there. Staff product knowledge was ok but you could tell they didn't really know their stuff for this particular Maxi-cosi seat (several staff members had gathered round at this time) e.g. which bases were compatible, product features, colour options, etc. Nevertheless the experience was positive overall simply because the staff member was so helpful, and we also got a good deal on the day. We ordered one of the items on-line in the store (as the store did not stock the item) and that order was delivered on-time and in good order. I like the fact that the ELC is a part of their group and they have ELC items in their store too. Generally ELC items are good for children and of satisfactory quality. What is annoying however is that you can't use gift cards on-line - when I called customer services up (as I couldn't believe this), they told me they were trying to make this feature available. This is 2013, wake up and get with it Mothercare!
I ordered two isofix bases after having a car accident and made sure I paid the extra £6.95. Not only did they not send the item out but now are refusing to give me a refund due to someone loosing the item. I now have two car seat and no bases to put them on. My poor kids and I are stuck in doors and their customer services could care less. I am on my way to speaking to trading standards to try and get the money back! Worst company ever used I have spent thousands of pounds and used lots of different companies this is by far the worst of the worst AVOID AT ALL COST!!!!
When I tried to use Easy saver card at Ilford branch, staff at the check out told me that they don't accept the the card. I asked her to check with he manager. Even manager did not know about Easy saver card and they refused to take the cash from it. When I asked them to give a try, still they did not want to try it. I have ended up paying from my credit card even though I had enough money in my saver card. I think staffs should need more training on what they can accept and what they can't. I was very disappointed with their service.
I bought a tommee tippe manaul breast pump for my wife, she tried it but it did not work. She had too much pain. Due to your product not working I bought a different breast pump from boots (same shape and it was boots brand) and it worked very well. I then went to explain this to mothercare customer service at colliers wood, and they tested the manual BREAST pump with their hand, this made no sense to me and they said they could do nothing about this as it was not in their policy after explaining to them that there was clearly something wrong with their product as the other breast pump (from boots) worked and I also stated that they could test the pump themselves if my word wasent satisfactory enough. They then replied and challenged me in such behaviour which was both rude and distressing. The lady then said i should call customer service, I followed this request and got the same reply from customer service. I left the pump at the till, as it was no use to me.
On 18/7/2013, I visited the Oxford Street store with my 4month old baby. My Ameda double electric expressor was not working as it had been and consequently was not pulling any milk out of my breasts. I bought the item 5 months prior and it had been working amazingly well from day 1 to the day before I took it into Mothercare, which falls within the Mothercare guarantee. I have also used a hand expressor by Ameda which does work so I knew that my breasts were expressing milk well with a similar mechanism.
The behaviour of the staff made ridiculous and speculative comments to try to avoid refunding the product. It also took an unwarranted length of time to resolve the issue bearing in mind I was there with my 4month old baby.
The service was absolutely horrendous, humiliating and very distressing.There were enough witnesses in the shop as it all happened by the side of the till. First of all I took the item to a sales assistant who disappeared for 30minutes and when she came back, said that she had tested it and it seemed fine.
I responded it was definitely not working and I needed a product which was working as I rely on an electric expressor. She escalated it to her colleague.
This second mothercare employee actually asked me how to put it together and I replied that she ask her colleague who apparently had 'tested it'. She then proceeded to put her hand on the suction phalange and stated that it worked. This was the test !!! Clearly a breast expresser works when a higher level of suction is required for milk to actually be pulled out. She then proceeded to say my breasts must have changed in front of the whole busy store.
This was humiliating, presumptuous, ridiculous and utterly unfounded. Also to suggest that my breasts changing actually makes this Ameda product for breast expressing redundant is utterly ridiculous. I reminded her that my breasts were expressing with a similar product (the Ameda hand expressor). She repeated her humiliating and personal statement again suggesting you need specific breasts for this item to work !!
This actually makes the product not fit for purpose which actually equates to a refund anyway. I told the employee that I wanted to speak to the store manager. She disappeared for a while. An hour had passed by since I first went into the store. Most of this time I had been standing by the cash till where all this drama was happening.
The store manager Shilpa eventually appeared. She reiterated exactly what the other employee said that my breasts had probably changed and the item was working by testing the suction on her hand (bearing in mind it is a 2 breast product as well). After much distress on my part of explaining everything again and questioning their ridiculous statement. Shilpa said 'The product works but as a gesture of good will you can have your money back'.
This again was completely humiliating in front of a crowd of people and I asked for the product to be sent for testing so I can prove that my 'breasts' were not the issue or that I was not lying. They then said the item would be written off. My baby was crying by this point of the whole farce as we had been there for over an hour. So finally I exchanged it with another expressor which works fine on my apparently dodgy breasts !
This really was the most disgusting service I have experienced in any store in my life and my 4 month old had to witness it amongst a crowded store. I have sent this complaint to Mothercare and Ameda as well.
I'm really surprised to read such negative press about a company and it compelled me to post something positive as that's our experiece of Mothercare.
We ordered a load of stuff back in May and opted for "Collect At Store" delivery. The order was despatched and arrived at the store in about 3 days , collection was easy and that should have been the end of our dealings with Mothercare.
Fast forward two months, mum-to-be unpacks the crib we've bought only to find the leg was snapped. At this point, you start to doubt if the company you bought from would be that bothered seeing as we've had the product for two months (albeit being in storage).
A quick call to Mothercare Customer Services (not sure what all the noise is about finding their telephone number, it's hardly hidden!) and within 5 minutes we'd been offered a replacement (a more expensive one at that as the same model was out of stock) and had a courier booked to collect the damaged item.
The courier turned up next day to collect the broken item and a day later the replacement crib arrived.
Although many may view this as the least they could have done, it was the speed, efficiency and courtesy with which they dealt with me that left me feeling they had gone above and beyond.
It's a shame to admit that had I read the reviews before ordering, I might have thought twice, but my experience of Mothercare has been a positive one and I wouldn't hesitate to use them again.
EDIT: Got home tonight to find my wife had built the crib...only to find the mattress didn't fit (despite asking and being told it would). Shame BUT another quick call and the right mattress will be with us on Monday. Very helpful once more.