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.
I placed an order online Sunday 30th June. I tried logging into my account to check the status of the order on the 3rd July however it kept saying email not recognised despite me receiving my order confirmation to that email address. I then emailed for an update on Wednesday 3rd July and heard nothing back. On Thursday I decided to call up to check my order. The website make it almost impossible to find a telephone number to call. Everytime I went on "contact us" it kept opening an email us page. Since i had already emailed and heard nothing back i wanted to call. I called my local store and they gave me a customer service number to ring however when I called this number it was for a totally different company!! What kind of employees dont even have the number for their own company? Eventually via google I found the correct number and when I called I was told i would receive it in 5 working day. I explained that 5 working days would be tomorrow and was told I would definately receive it tomorrow (friday 5th July) and that it had been dispatched but they could not provide a tracking number. By friday the item had not arrived nor by saturday and today my postman has just been and i STILL have not received it. I am frustrated and extremely dissapointed by the service. I needed the item by tonight for a birthday. I have called them again this morning and the very bored sounding woman said "its 5 working days" yes I am aware! That has passed. I have now emailed a complaint but who knows if il even get a responce from that! Wish i had ordered from argos as it was only £4 cheaper
Ordered from them online and it didn't log correctly on their system. PayPal took the money and I had to wait 3 days for them to release it back to me. Complained and they made no attempt to put things right. Item was out of stock by the time customer service even looked at it, so I wasted loads of time emailing them calling them at my expense and I got nowhere with them. I think they need to invest a bit of money with the online side of there business.
Nice to see so many good reviews of this company!!
(Would give no stars if it let me)
I ordered a nightie double pack and a dressing gown from Mothercare online. After lots of research they worked out cheaper mainly because of their offer on clothes, buy one get one half price. A couple of days later i receive an email telling me the dressing gown has been "cancelled" with no other information. The next morning delivery arrives minus the nightgown, still with no further information. Looking on their website for a number to call....very difficult.....I notice the nightgowns are still available online! When I finally get to speak to a customer service representative she tells me they are out of stock and they do not know when they will be getting more......funny as you can still purchase them online! After a bit of quibbling I am offered the money off the nighties i would have received for the 50% deal from the nightie.....but no apologies! Never again shall I order form Mothercare.....
We ordered a cotbed from Mothercare and were told it would be delivered between 7am and 9.34am today.
It hasn't arrived and we have heard nothing. At 11am my partner called mothercare to enquire and the representative said she would speak with the courier and call back right away....she didn't.
I then called and was told the same, but am waiting (with little hope) for a call back still.
I said that I wanted to complain and was told I would have to re-dial a different number, despite being on hold for what felt like a millenia on their customer care line.
Terrible service, nothing resolved, waste of time
We ordered an expensive twin Bugaboo Buggy, which we were told would arrive in a month. The sales person kept us at the counter for 1.5 hours explaining that all parts had to be ordered separately, she kept forgetting sth, coming back, checking, commenting to us how complicated it was. Her manager who passed by several times was not interested in helping her and when she asked for help they reluctatntly helped he with ordering one part of the buggy and then walked off, instead of taking over and completing the order (this is a 1300 pound purchase we are talking about). I was 30weeks pregnant with twins and had to stand at the counter for almost 90 minutes. No seat or water offered - I am not a fussy person, don't get me wrong, I don't think that because I am pregnant (with twins!) I have special rights, yet I think it would have been nice of them to ask...
We finished off the order and were told that all the parts would be delivered "some time" on 21 May, a month later. The day before no reminder, text or email was sent so I was curious whether the delivery would actually come, but it did, at a nice 10am so I was glad to have the rest of the day "released" from the house. When my husband came back home it turned out that one carrycot was missing and one of the boxes contained a completely different item we did not order - a single buggy called Experia or sth like that. So we went to the store who told us that the carrycot would be delivered two days later and the wrong delivery taken away.
Two days later, the wrongly delivered buggy was not taken away, but a carrycot was delivered, left with our neighbours. When we checked, the COLOUR of the carrycot was WRONG. So I called Mothercare and this is what the conversation looked like:
I explained the situation, and a young woman on the other end said she would check why the wrong colour was delivered. She came back to me with a triumph in her voice saying that this was the colour which was ordered. I said it must have been the shop who ordered it wrong then. She asked, did you not check the receipt? I said no, I do not have the habit or the obligation to check receipts when I order sth over the counter and pay this amount of money. She told me to go back to the store as there was nothing she could do. Ok....
So then I asked, what about this single buggy standing in my living room which I didn't order and do not want. She said, they would pick it up next week Tuesday between 9.00-18.00. I said, sorry, no way I am going to be stuck at home all day, this is your mistake, at least tell me am or pm. She said she couldn't and if I was not at home, they would CHARGE me for this buggy. I said honestly, you are kidding me, I could have not even told you about this and with the mess you are obviously in you would never have known this was delivered here. They really had no idea at the store or at the helpline. I joked that I could have kept quiet and sold it on ebay. That's when she went crazy. She said that she would report me to the POLICE, that she would have her manager LISTEN to this conversation, etc etc. After a heated exchange she called the local MC store, who sent a taxi to collect this buggy within 15 minutes.
So, summing up the EXPERIENCE with Mothercare (oh, how IRONIC sounds this name to me now) and how I perceive it:
I paid 1300 to Mothercare. It took 1.5 hrs to make the order in the store. The order was partially wrong. Manager did not give a toss about the service offered.
They kept my money for a month.
The delivery was wrong, twice.
No apology, good will voucher, help or flexibility was offered.
Instead I was insulted (at 35wks pregnant now...) and treated like a thief who should be reported to the police.
LOVELY experience with Mothercare. Certainly my last one.
Same with my friends, who have been warned by me.
Mothercare must be doing very well financially if they can afford to employ the girl I spoke to on the helpline, as she will now cost them thousands of pounds which my friends will not spend with Mothercare. And hopefully so won't you.
Thanks for reading:)
purchased item in sotre for delivery the following week, after no delivery was advised that the item hd been delivered. queired this and requested to see the signature, as I had nt signed for anything , nor had item been delivered. After much 2 and fro and wating a lot of my time to sort ti sissue out, they finally resent the item 3 weeks alter - though have still not advised what happened to the item they claimed was delivered. Absolutely useless, will not use again.
I have received gift cardsof different shops and when they expired the firms rnewed my cards easely.But that doesen't hapen with Mather Care.So think well before you give any Mother Care gift card to any one.At the end of the day they are expensive.
They've just sent me an email telling me that something I ordered last month (received half the order, rest to follow) is cancelled. No explanation, no information about when I'll get refunded - utter rubbish. I will never order from Mothercare again.
I ordered online and received a 'dispatched' email after a few days which was fine. However, having ordered a swimsuit (nice small light item) and paid over £10 to have it delivered to France I had hoped that the premium price might mean a speedy delivery....or at least within the 7 working days promised. It is now 10 working days later, two messages sent to customer services - no swimsuit and no response from mothercare.
I would definitely use use their shops as they have great products but never order on line again! I usually use Nextdirect - free delivery and arrives within 3 working days - I just liked this swimsuit and being very pregnant, wanted to have a nice swimsuit to make up for feeling like a whale at the swimming pool!
Buying everything you need when you are first time parent can be quite daunting however Mothercare helped make the whole process a real joy! The staff in store (Ipswich and Lakeside) were always on hand for advice and guidance to help us choose the right products for us and our baby. We have bought everything from Mothercare, travel system, travel cot, clothes, sterilizer you name it and all products are high quality and extremely competitive on price. When the items we wanted were not in stock we were given a lead time of max. 10 days for delivery yet on all 3 separate occasions our goods arrived within at least 3 days! One minor glitch though with the musical mobile for our travel cot which played out of tune when it arrived. Not a problem for the Mothercare customer service rep who phoned me back and then promptly without quibble organized for a new one to be sent to us direct from the manufacturer. I honestly cannot heap enough praise on Mothercare and its staff for the quality service and goods they offer with a smile. Thankyou!
I ordered some items online and they claim that I should receive my items after 4 working days. They said that I will receive a message on my phone when my order is dispatched. But no message and no order after 5 working days!
I sent email for them but nobody replied. Then I called their customer service team and described the problem. She was polite but did not help me at all, what a customer service that can not help you when you need ! Just said I might receive it today or after weekend!
It is really funny, they claim that will send order after 4 working days, but when I called them at the 5th day, they didn't know whether I would receive it at 5th or 6th day.
I will never order mothercare again and suggest if you want save the headache and your money don't shop from mothercare.
I had problems with a pushchair twice in 6 months, ended up returning it in a shop and was given a rubbish stroller whilst they ordered a new pushchair for me. Their delivery policy is 4 working days which I think is very long and on top of it I was never told when the product arrived and had to call on the delivery day that the shop had told me. For all I know it was there earlier and nobody bothered telling me. Not impressed at all
Majid Siavashi found this review useful
It is not very cheap, but the quality is pretty good, sometimes, they need more options to offer to the customer
Having ordered online to collect in store, and received an email saying "...your order will be ready to collect on 27th February...", we went to the store to be told by an unhelpful manager that it could arrive anytime up to 6pm... but the store is only open to 6pm, so do we have to camp out? How were we supposed to know that? Apparently we should have waited for a text message, an email AND phoned the store! Nothing on the website hinted at any of that (been back through the process and checked). Besides which, since when does a confirmation email which says "your order will be ready to collect on 27th February" not mean exactly that? Why would I choose the day before if I wanted to collect it on that day?
To add to it, the manager was very unhelpful - only when I suggested that she should phone up to find out where the item was did she call customer services. Apparently then the item wasn't due until 17th March!
Upon arriving home, we phoned customer services to get the same lines about how the website says that it could arrive up to 6pm (which it definitely does not say) and we should have waited for text messages, further emails and phoned the store before going. Do these people not understand the internet???
Every single person seems to be trained to be as unhelpful as possible and purvey lies about how their systems work.
They need to get a grasp of the English language - "collect on 27th" means "collect on 27th" NOT "collect on 28th".
Majid Siavashi found this review useful
I find they are allways helpful when i go instore.
I ordered my travel system from them and it arrived on time and all in one parcel which I was happy about as the pushchair was very large.
I have experienced a couple of problems with the travel system but as it was brought while 4 months pregnant the are saying 'general issues due to use' allthough its only been in use for 5 months. As i said though the staff are very different in store and can't do enough to help you.
Ordered some xmas presents online. The arrived late and allthough I was in the delivery driver left the package with a neighbour and just posted the 'I called but you were not in card through'. This has happened on two occasions.
AND VERY OVERPRICED! 3 small items for a 5month old.. Over £70!
I recently brought a travel system from mothercare instore. I recieved a letter several months later saying that the car seat cover wasn't safe and hadn't been sprayed with fire resistant solution, they said they would send me a new cover which would be safe. 4 months later and I havent recieved the seat cover and i bearly got an opology. Clothes are great but I wouldn't buy a travel system from them again as this has put me off. They are rubbish at getting back to you and never stick to there word. Toys are good but I find a lot of products in store are very over priced compared to other stores like toy'r'us...
Majid Siavashi found this review useful
I purchased a pushchair online to be delivered by standard delivery (4days).a week after and the pushchair has not arrived.
I contacted costumer services and they told me it will be delivered in 10 working days.The 10 days have now passed.
I called them again then I waited more than ten minute while they tried to locate the good.
mothercare online shopping is a disgrace .I have a better service with my locale pizza delivery.
I have changed my review on this store since I originally wrote it. I had said that my store is improving. The store used to be such a mess. 0-24 months in one corner and then 1+ in the other corner, maternity wear mixed in with the 0-24 months (basically where it would fit) and the middle of the store. Sale rails blocking isles and making it incredibly difficult to get round the store with the trolleys they provide or pushchairs. The Mothercare toys were separated from the Early learning centre with a huge space wasting shelving unit dividing them. Clarks shoes in one of the far end corners. The final corner car seats. In the middle of the store were pushchairs, pram, cots and other baby bits. It was really poorly laid out and messy. The shelves were overloaded and too close together. Clothes were all over the floor where they had fallen off the shelves. They never had the right size or if there was a deal off buy one get one free or half price, guaranteed you would only be able to get one and not be able to make use of the deal.
Mothercare are over priced on many items.
I recently went to my local store to buy some paints for my daughter. I had seen them online and went on the off chance that they might have some of it. Some of the things I wanted were no longer available online so I guess that they are end of line now. I went to the store and bought almost everything l wanted plus a couple of extra things. I spent just over £80 on 14 items.
When I went to pay at the tills. 2 people were being served, one was placing an order and the other one wanted to buy a scooter but wanted it put together to see what see if it would be big enough. I would have been waiting ages but a till was opened up as the queue was building up. The tills were a mess of merchandise for sale and unwanted items that had been left behind. There was not enough space to have my purchases on the counter so they were put on the floor. The sales assistant scanned the items and then put them back on the floor in the awaiting bags. When she finished she put the bags on the counter and I loaded them onto my pushchair. I left nothing on the counter when I left.
I had gone to my parents after I left which is 20 miles from my local store. I had not checked my receipt or my purchases. When you have 14 items you do not know exactly how much you will need to pay and when you also have one than one bag full of things you do not think that anything was left behind. I had bought the painting set for using that day at my parents. I looked inside the bags and it was missing. I then checked my receipt and I had been overcharged on 2 items. I phoned the store immediately and they said that they would keep it to one side. It was too late to go back to the store that day.
The following day I was really busy but felt that if I did not deal with the missing item and overcharging, the item might be sold to someone else. When I went into the store I was given the painting set and given the money back on what I was overcharged. It was easy enough but really I should not have needed to have returned to the store.
I was meeting friends after going to Mothercare so I did not check the paint set. Again how often to you check all your purchases to make sure that the contents match what is supposed to be inside the box. It was the following day that I checked. The paint set was incomplete. The cost of the missing item would be about £1 (tops) the travel to the store would cost a lot more! It would be 2 times that I would have to travel to the store. I wrote to the customer services hoping that they would send me a voucher to cover my travelling expenses but they never. I got an email back saying that they are sorry and they would be forwarding my feedback to the manager. It appears that is the end of the matter. I am not really happy at all. I feel ripped off with an incomplete set that would cost me money to return it to the store or to get the missing item. I have had to return once already. My closest store is 5 miles away so I have already travelled 10 miles through their errors and if I want my missing item I have to travel another 10 miles, totally at my expense.
This is not the first time I have had problems with Mothercare. I have suffered 3 other occasions when I was over charged. Then one time I was charged for some nappies that were not mine. I did not return them as they were only £3 and it would have cost me more than that to return to the store.
Unfortunately I am a little stuck with alternative stores to get toddler clothes and equipment or I would stop shopping there.
Majid Siavashi found this review useful
We've bought many children's toys and clothes from them but we've finally had enough.
Their prices are crazy high and the trust that "they must be cheap/competitive" is now well and truly gone.
They also don't respect their stock as it's constantly in bad shape when you get it home.
£80 for a kitchen set that Argos had for £35!!!!!!!!! That's not acceptable.
I appreciate that's the ELC but they're in your stores so they're your responsibility.
Their stores are tatty too. There's a superstore in Team Valley and it's a dump. They can't even be bothered to paint the signs outside which are peeling away and have been for years now.
Mothercare top brass; if you read this get down there and see. It's embarrassing.
Majid Siavashi found this review useful
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