Mothercare...pirates!

Esoog

Greetings all,

At the end of August I ordered about £500 worth of furniture from Mothercare, on arrival a few weeks later I started to assemble one item and found a couple of pieces were damaged. So I rang Mothercare and explained to someone who said they would order some replacement parts for me, they said since it was a Saturday they would write it all down on the order form but it wouldn't be actually ordered until Monday - Fine not a problem I said.

So, being a sensible type I thought I'd ring on Tuesday to check they had actually ordered the bits. Was told "yes they've been ordered and will take up to fifteen working days maximum to arrive". Well I waited about five working days before ringing again to check everything was ok (impatient me I know) again I was told "yes, you should get them next week" Brilliant I thought, endless boxes sitting around in the nursery was beginning to annoy my girlfriend and I didn't really have enough space to put the other items together with the unfinished one sitting in the middle of the room.

So, next week came and no parts did, I rang Mothercare and was told "yes they're on their way and will arrive by the end of next week"

Next week came and went but no parts arrived This was now over fifteen working days. So I rang Mothercare on the tuesday of the next week and was told someone would look into this and get back to me. Suffice to say they didnt! So the next day I rang back again, I was again told someone would look into it and get back to me...luckily for them they did later that day. She explained to me she had done some digging and spoke to the supplier for this furniture who stated they had no record of any parts order. She then dug some more and found out that the person who had taken my original replacement parts order had filled out the form wrong and it had been returned to her to fill out correctly - for some reason the trail stopped there, ie she'd just put it in the bin.

So despite me being repeatedly told my parts had been ordered, they hadn't! Que much annoyance from me. The lady apologised and said she would order the parts herself and as a guesture of goodwill she would give us 10% of the order in vouchers.

Seven days later and the parts finally turned up - I should add that they only received the order from Mothercare on the Tuesday - I know this because I contacted the Supplier direct and explained my situation and total mistrust of anything Mothercare say -
(one again was slightly damaged but we had lost the will to live now)
so I rang up Mothercare last friday to speak to the lady about the vouchers as she had asked me to do when the parts arrive. She told me that we would have the vouchers no later than Wednesday (ie yesterday) well today is Thursday and no vouchers have arrived! Soooo I rang Mothercare again and after being on hold for a while I was informed the note for the vouchers had only just been passed to the relevant department today (what a coincidence!!!!!!) and they will be with us next week. I won't hold my breath.

The whole process has been a total joke, I can understand that sometimes people make errors, but surely someone should have noted on my account that the form had been returned unapproved?! Instead I was repeatedly told that my parts were on the way when the company hadn't even received the order.

And even when it was finally over to be told that the vouchers would be with us by Wednesday at the very latest and then it turns out they weren't even ordered until the day after!! ARRRRRRGH. This company seriously is a joke, the suppliers bless them were right on the ball so the blame lies soley with Mother-dont-care..

peter_the_piper

I can see they have been inefficient but pirates? Had visions of lots of children walking the plank.

Esoog

Oh trust me they are total pirates, jokers and all kinds of other names!

dmg24

I know they made a mistake, but you sound like a complete nightmare customer.

Esoog

Yes, how dare I actually check they've done what they said! (and they hadn't)

If I was a "good" customer I'd still be waiting I expect. I paid my money and I expect the service/goods paid for, I can understand how that makes me a bad customer...oh wait, no I can't!

Cynicism and Pessimism, two values to live by as my old housemate used to say

let me chop this up a little;

phonecall - Form filled in on Saturday for replacements
phonecall - told Parts ordered on monday - Not True
phonecall - told parts ordered and on way - Not True
phonecall - told parts ordered and on way - Not True
phonecall - someone will look into situation and get back to you - Didn't happen

phonecall - someone will get back to you

phonecall from them - parts not actually ordered sorry! & vouchers offered

phone call friday - vouchers sent out and with you by wednesday - Not True

phonecall thursday - vouchers not actually sent yet sorry


And you think I'm the nightmare?! was it you that chucked my parts order form in the bin?!

Freddie_Snowbits

Sometimes it is easier to call the manufacturer direct. I have had problems with 'kit' furniture, and always tehre is a customer care card in nthere. If you telll them what part is missing, it normally comes pretty quickly.

Did you try this, or just stomp around Mothercare, who really do not know 1 piece from another.

Velcro_Hotdog

Pirates ay??

If I was being served by a man or woman wearing an eye patch, hobbling around on their wooden leg and talking to a parrot on their shoulder I'd think about shopping elsewere.

If I was however over reacting I wouldn't describe them as pirates

Clam down, take a deep breath and count to ten. Works for me

fluffnutter

I've not much to comment on your dilemma, esoog, but your old housemate sounds a right miserable old git.

barbiedoll

I don't think that you sound like a nightmare customer! After spending £500, I think you're entitled to have a tantrum if your damaged parts haven't been replaced within 15 days. I do agree with Freddie though, it's always better to contact the manufacturer directly, once the big stores have taken your money, as far as they are concerned, that is the end of it. They have no reason to help you further, the fact that you wouldn't dream of buying anything from them in the future doesn't seem to bother them :mad:

I remember being in Mothercare when I was seven months pregnant and trying to buy a pram. They looked at me as though I was mad because I wanted to know how to fold the pram before I bought it. I must have spent 15 minutes in there, bending over, struggling with latches and handles and swearing a lot whilst two assistants stood there watching me. (I'm probably on a Youtube video somewhere!) In the end, I gave up and went to Argos instead.

Esoog

Freddie, I should have gone straight to the supplier this is true. To be fair to me I didn't actually realise they were a big firm themselves and just thought they would be a crappy old warehouse somewhere who wouldn't deal direct with me. I only actually knew who they were because they had left me a phone message to arrange deliv. originally

Velcro - pirate(s) is a generic term for any kind of joker outfit/person..it'll catch on trust me! You saw it here first.

fluff - you're right, he is/was! He'll be chuffed hehe

barbie - you should have gone to the Mothercare my girlfriend and her mum did, the woman spent 15 minutes demonstrating the pram in every conceivable way apparently!

oldone_2

You could have avoided all this stress by not having children. It is Moneysaving as well.;)