Mothercare reviews

Mothercare reviews

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One cheeky company!

When invited to review my purchase by Mothercae, This is the response I received
Quote "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!"
This was my review
"I bought this system for my daughter on line as I'm out of the country. The system does not fit into her car so she returns it in original packing for a refund back onto my credit card. Mothercare cannot do this only offering a voucher. This is not legal. If mothercare can take money from a credit card they can also refund it. The system was returned within a week of purchase so there should have been no quibble. I will not deal with Mothercare again."
Honestly - do they really think there will be a next time?, dream on .......
In this day and age of tweet and facebook this is really a dumb statement and rather immature.
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Absolute jokes!!!!

Just wanted to say after ordering and paying for my pram in my local mothercare store I was told 2 day delivery after the two days past I rang and spoke to someone who was goin to ring back they didn't so I rang again the next day to be told it had been lost and they had spoken to cosatto who were sending another!! well after ten whole days with no pram and a two babies one aged 21 months the other 4 and a half months I rang them again to be told pram wasn't coming as was out of stock and I had to drag both babies into town with no pram to receive a refund !!!! I then emailed cosatto who told me mothercare had lied they never even rang cosatto to see where my pram was as they had been out of stock for over two weeks and mothercare shouldn't still be selling them!!! I had to ask mothercare to loan me a pram this wasn't offered at first and reluctantly they said yes. they refunded my money well I have to wait 5 days for it!!! Anyway I had to borrow the money elsewhere and I ordered the same pram over £190 cheaper from kiddiecare no problems what so ever I received emails and text messages throughout the whole ordering and delivery stages. This was by far the quickest easiest shopping experience thank you kiddiecare you did exactly what u say on your site and I love my new pram thanks again from one very happy mummy
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Disastrous!

I just wanted to let anybody who is interested know that I have had an awful experience with mothercare customer service. I could write paragraphs about it but in short they have managed to deliver the wrong door for a wardrobe 3 times! I am frustrated and on week 37 have no energy to deal with them anymore.
Avoid like the plague if you can!
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Problems with delivery and collection!

I'd ordered the Darlington cot bed and my Xpedior pram using the Mothercare baby plan whilst expecting my first child in Nov. opted to have it delivered to my fathers house as we were moving at the time and had little room to store items. The pushchair was used immediately after my sons birth in Dec, but we decided to delay setting the cot up until our sons room had been decorated. A week ago we bought 'the box' back to our home excited at the prospect of setting everything up to dis over half of it (head and footboards) was missing, phones Mothercare who said there should have been a second box delivered but couldn't tell me why this hadn't happened and the cot we wanted was no longer in stock, they upgraded the cot to the Padstow at no extra charge, said delivery would take between 3-14 working days but would be contacted in 2 days to arrange this( not sure why they couldn't specify delivery date over the phone) and the old cot was to be collected the next day. Spent two days waiting at home with my baby for the collection to not happen( collection never happened on first day that was scheduled for, rearranged to next day and failed to happen again), so took cot back to store(half hour journey) and was promised the cot would be delivered on thurs ( this was on the Saturday) after being inconvenienced I have received a £30 voucher and hopefully should have my cot by the end of the week. But what should have been a nice experience- putting my first baby into his big cot, turned into a stressful few days.
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Just why???

My friend had just(ish) given birth so we wanted to surprise her when we went into hospital. Her feet were pretty swollen during the final stages so I thought it would be a great idea to get her some new shoes (for when she can wear them again!). Anyway I had an idea to surprise her so I went to Mothercare a) to get something for the baby, and b) to get a bag big enough for the boots I picked her. I picked a pack of (not exactly cheap) baby grows for the little one and asked the lady at the counter if I could have a large bag explaining my plan. "NO!". I was dumbfounded. "Why", I asked. "You'll have to buy something bigger!". So basically I could get a jacket in the sale for less than the baby grows and I get a big bag, not not for the baby grows! Have they never heard of customer loyalty? IF...I had been able to tell my friend how Mothercare went out of their way to surprise her she would no-doubt be a very loyal customer. As it is she won't be shopping there and she'll be telling all her friend/NCT crew etc....Not good Mothercare, remember people talk!
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Worst Shopping Experience Ever

I have to say that I ve seen many companies with terrible customer service and all that but MOTHERCARE is on a different league. I ordered a push chair and did not arrive when I called on the day of delivery they said that order was cancelled. They then managed to reinstate it and said I can collect from the store a week later. Called the store on the day and was told that Item has not arrived. After few arguments I managed to pick up the item and carry that weight to my car all by myself. Few days before the collection I made another order so I could collect both together. What do you think happened. The other was not there. So far I still do not have my order. The staff is really rude. Most managers are foreigners and can not speak proper english. They lie to you constantly. Head Office does not even care about your problems or complaints. I wanted to cancel my online order and get money back but they said I have to go to store to do it. This is total nightmare. I dare anyone to do their shopping from mothercare. Pay few quit more and go to John Lewis or any established UK originated business
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utterly abysmal

In brief - I bought a pushchair, realised it didn't have the raincover and phoned to request one. They promised it by the following week. 5 calls, 6 emails and 4 months later, it still hasn't arrived. I've now requested they take the pushchair back as I can't use it much of the time and isn't fit for purpose but I'm told that isn't covered by the guarantee, despite the fact I have not received all I have paid for. Add to the that fact the calls come to over £10 now, I'm left out of pocket, very frustrated and feeling entirely ignored. I've been promised calls back by management and had none. I've had the order confirmed, only for it to be changed to 'customer cancelled' wthout them notifying me. Not a single useful response.

What a joke of a company. Customer service? Not likely.
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There is no customer service in this company..... OLd Kent road branch is horrible s

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.
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A TOTAL JOKE

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.
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Reviews had me terrified but my online experience was excellent!

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.
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Poor Customer Satisfaction

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!
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Mothercare sold a product that does not exist

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.
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Absolute appalling service will never use again!

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.
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Poor customer service and cancellation of order without informing the customer.

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!
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Awful customer service, do not buy from mothercare

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.
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Terrible customer service

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.
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Good to see I'm not the only one

A truly dreadful company.
I ordered 2 Graco booster seats, after a week of order status saying processing, I cancelled the order.

They need 72 hours to respond to emails, this is 49 hours longer than it took Halfords to deliver the same seats for £5 less with free standard delivery, ordered on Sunday.

The only thing they seem to be good at is sending out a continuous stream of junk emails, despite numerous requests to desist.

They even asked me to review the product. LOL
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Rude and careless staff

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...
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Appalling customer service - just don't care

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!

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