mothercare... bad service experience

chicknchock

I just been into mothercare to take an item back for replacement for another item because the product is faulty. basically bought a high chair and when our baby was in there eating away it clicked and nearly collapsed with her in it. I told this to the woman in mother care expecting that to be a good reason for a replacement, and I was told it had to be sent off to head office to be inspected before it can be replaced.

I feel this isnt right, i did tell her under the sales of description act that the high chair does not meet the standards i expect from it and that it nearly injured our baby, yet she still didn't replace it or help the situation, and said theres nothing she can do.

I wouldn't mind so much but this high chair cost us £130 and we bought it under the pretences that paying extra for it for safety first and ease of use. but its a total fail.

This high now has to be sent to head office and we are expected to wait another 14 days for them to decide on what they are going to do with it. im now worried that head office is going to say theres nothing wrong with it and us be lumbered with it.

could anyone give me on advice on my rights for dealing with this? I really don't mind that the item is faulty becuse items do go faulty sometimes, its just the principle of the customer service that im totally shocked by. I expected more from an organisation like them!:mad:

sabz3008

under the sales of description act

LOL! Haha...Sorry, that just made me chuckle...It's Sales of GOODS Act for future reference ...

Anyway, what's most important is - when did you purchase these goods?

The possibile reason why Mothercare have sent the goods for inspection is for health and safety reasons and to identify whether there's a fault that may require a recall of other highchairs. This isn't bad customer service IMO, it's quite good that they're doing that to avoid the issue affecting other customers. However, I do agree that they should have refunded you but again, what's important is - when did you purchase these goods?

Nukumai

sabz3008 wrote: »

LOL! Haha...Sorry, that just made me chuckle...It's Sales of GOODS Act for future reference

I think you'll find that it is the Sale of Goods Act (for future reference...)

sabz3008

Nukumai wrote: »

I think you'll find that it is the Sale of Goods Act (for future reference...)

Typo, but thanks for pointing it out...

chicknchock

sabz3008 wrote: »

LOL! Haha...Sorry, that just made me chuckle...It's Sales of GOODS Act for future reference ...

Anyway, what's most important is - when did you purchase these goods?

The possibile reason why Mothercare have sent the goods for inspection is for health and safety reasons and to identify whether there's a fault that may require a recall of other highchairs. This isn't bad customer service IMO, it's quite good that they're doing that to avoid the issue affecting other customers. However, I do agree that they should have refunded you but again, what's important is - when did you purchase these goods?

Lol! I'll remember that. I bought the hair chair on 15 April this year.

I agree its great if they need to recall the item, but I feel I should of been offered a replacement, and that discussion should be with the manufacturer and mothercare and not ourselves. I was happy to have a replacement, but after this I just want s refund and I doubt I'll be shopping with them again.

sabz3008

Because the goods are within the first six months of purchase...Unless they can prove that it's through your own fault that they've gone faulty / damaged (which is why they've sent it off for inspection) , they must provide you with a replacement or refund. They have the option between the two. I suggest putting this in writing to them asking for a refund, (though they may still offer you a replacement and it'll be up to you whether you wish to contest it or are adamant that you'd like a refund). It's really the only thing you could do right now as, you can't really 'reject delivery' of the goods because it's been over a month, and you'd generally have to 'reject' goods within the first two weeks or so (Grey area in the law)

My suggestion of a letter to them (Edit it accordingly) would probably be this: :

Dear Sir / Madam

I purchased the above mentioned goods on the 15/April/2011 and had returned the goods to your (Store name/location) on (xx/xx/2011) due to (name the fault). The goods have been in my possession for over one month. The goods have caused a safety hazard to my young child and as I am sure you can understand, this is of great concern to myself and my family. I am not satisfied with the way my concerns have been handled and the fact that I have not been offered an immediate replacement at the time of return, and did not expect such abysmal customer service from a large company such as yourselves. I am now in a position where I am £115 out of pocket and without a highchair. Unfortunately, I do not trust that the quality of your products are satisfactory, nor do I feel that your customer service is satisfactory, and for that reason I wish to request that you provide me with a full refund under the Sale of Goods Act 1979, as these goods have not 1. lasted a reasonable period of time and 2. are not of satisfactory quality.

I request a satisfactory outcome to this matter within the next seven days, otherwise I have no choice but to take this matter further which may include court proceedings.

---

Also, may I ask, did you buy these goods on credit card?

chicknchock

That's really kind of you writing that template out, thank you I'll put it to good use!
I was going to at the time actually but ended up paying with a visa debit card. I duppose I could have done a charge back? Lol stupid phone autocorrecting me excuse the grammar lol

sabz3008

chicknchock wrote: »

That's really kind of you writing that template out, thank you I'll put it to good use!
I was going to at the time actually but ended up paying with a visa debit card. I duppose I could have done a charge back? Lol stupid phone autocorrecting me excuse the grammar lol

Well, a chargeback is like last resort before court, but it's always good to pay for things over £100 with credit card.

Good luck, I hope they sort it out

chicknchock

sabz3008 wrote: »

Well, a chargeback is like last resort before court, but it's always good to pay for things over £100 with credit card.

Good luck, I hope they sort it out

thanks again. i have always thought that using a credit card is the best idea on higher value items, only my card providers interest free rates have expired, and I didn't want to come on here asking for help and wanting advice on reducing my new debt ... i suppose i also didnt expect the high chair to go faulty, or expect mother care to have been akward... well i say mothercare, its not the whole institutions fault the manager was having a bad day!

.... but i ended up on here anyway lol :rotfl:

sabz3008

Though I'd not like to take this thread off topic, normally, you could pay off the full balance on credit cards within a certain time frame without incurring interest (56 days generally for many cards) and still have S75 open to you.

Golden MSE Rule: Always pay off your full balance monthly.

Read more about 0% interest cards etc... here:

http://www.moneysavingexpert.com/cards/best-0-credit-cards