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Delivery rights discussion
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On my original letter sent to them, i said that i took an extra day off which as a result would mean £80 claim.for the extra day off and not the original day.
Have you sent them proof that you earn £80 a day?0 -
No. Should i?0
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Thanks.. shall i call them or post them back?0
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My arguments were: 2x days of holiday worth £150 each, and 1x zipcar rental (I rented a car to collect the TV myself in the end), for £20. So I asked for £320 and got £150 - half the price of the TV back!0
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I'd really appreciate some advice as to whether people think I have a case to take forward to a small claims court. I've just had a rather surly member of Mothercare's 'Customer Service' ring me regarding my complaint, which left me feeling very upset (again). Given that my baby is due anytime I'd rather not go through any additional aggravation if possible but I do think that their offers have been woeful...especially in comparison to some of the other settlements I have seen on here!!! I'll give you some background below (sorry for the length of it in advance!)
I'm currently in dispute with Mothercare after Yodel failed to deliver my order on 3 separate occasions (not including the initial date that they were due); 2 of which were work days where notification of the delivery was not received until 10.30pm the evening before the day I required off work and one on a Saturday when we had friends visiting, who had travelled over 200 miles to see us. It turned out that Yodel had lost the order (worth over £500) on two separate occasions and this was why I hadn't received the orders. In the end I requested that the deliveries be sent to Mothercare at Bristol for us to collect as I couldn't wait in for another delivery.
I wrote a complaint using the template provided and requested compensation for the additional days off, petrol to collect packages from Bristol and £100 for my emotional distress....one of the items I was waiting for was a car seat and I was panicking that I would not be allowed to leave the hospital without it (given that it was 2 weeks from my due date when this was ongoing). From the time of the original order to the time of delivery was 28 days for one package and 32 days for the other. Given the amount of time which had lapsed as well I also advised that my Consumer Rights had been breached for the order and requested that the full price of the items I had waited for be refunded as well.
I sent the email to their Customer Services and the initial response I receive was a standard email offering a £20 evoucher. I responded to their offer of £20 evoucher and declined it without prejudice and again followed the advice from your website advising I would be happy to settle for the £300 compensation I was claiming (rather than the full £878 which would have covered the cost of the items as well). In my second letter I quoted that I requested a response within 14 days and that I would bring proceedings against them through the small claims court for damages and interest (as per the standard letter on here).
Today I had a call from a rather surly member of their Customer Services team saying I had been lucky to be offered £20 evoucher and that normally they would only refund the cost of the delivery. After I went through my claim for the days off, petrol and emotional distress she upped it to £30...again I advised her that I didn't think this was adequate and that it would hardly cover the additional petrol costs let alone anything else. The tone of the Customer Service rep was very abrasive and curt and it felt as if she was basically accusing me of being avaricious....I started getting upset again so I went quiet at which point she rather abruptly and aggressively asked if I was still there....through tears I told her I was. She then proceeded to keep putting me on mute (a trick I know from having worked in call centres myself which is used when things are being said about a customer). I asked her not to put me on mute and she advised she had a tickle in her throat.... I asked her to put the offer of £40 compensation in an email to me so I had proof of it and so I could talk to my husband (this was a stalling tactic as she was being so horrid). So far no email and it's been 40 minutes now....
Do you think I'd have a case if I took it to a small claims court or do you have any suggestions of other ways I could escalate this with Mothercare themselves to seek a satisfactory solution? I'm really upset about the way they are treating me....yes, I'm probably hormonal as well but it is Mothercare....I assume they have their fair share of mothers in distress calling them when things go wrong!! Any advice gratefully received.0 -
£100 for my emotional distress
If so, why are you pursuing this any further?
People make mistakes.
Deliveries do fail on occasion.
I don't think you should be taking this any further than accepting the extra petrol costs. You won't be awarded a full refund of the purchase price by any court.
Just enjoy your pregnancy and get on with your life.0 -
what was the form of delivery notification?0
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Email and on the day Yodel's tracker app was used. I took screen prints of the Yodel tracker app as evidence once it became apparent that there would be issues receiving the others.0
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