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Mothercare - Stinker!!!!

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We've recently had a really bad experience with Mothercare and I wanted to save others the same pain.
We'd gone in to buy a buggy for our daughter. We'd done our homework and picked out what we thought would be the perfect buggy. Checking carefully the details of what the cost contained we took our rather expensive buggy home, only to open it and find that in fact it did not include a very important accessorie (foot muff)
That is to say the accessorie, was not even in the box.

After returning to the store we were told that the advertising for this particular model was in fact incorrect. And the accessorie that we were expecting and had paid for, was not actually included. I spoke with the manager of the store, explaining our frustration and how we had bought the buggy on the assumption that the accessorie was included. She told me that it was not her fault and that the only thing she could do was to send me the accessorie(apron) which should have in fact been with the buggy. Ignoring that the advertising had actually stated it was included she proceeded to order the "correct" accessorie and told me that would be done the following day. She gave me no indication of how long it would take to arrive, but one would imagine after the mistake made by the store, that they would attempt to get the accessorie to us as quick as possible. Primarily because during January/February in the UK it is really cold for small babies, and an apron or even foot muff is quite important.

Well, we duly received a letter from the store, with a small receipt inside stating that the delivery date for the accessorie is the end of March. There was no note or apology or even a confirmation of the error.

All I can say is that if this is a reflection of their Customer Service levels then it would not encourage us to shop there again in the future.

Not a very nice experience, but I'd thought it was worth sharing with others, to avoid the same fate.

Comments

  • susancs
    susancs Posts: 3,888 Forumite
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    paul173 wrote: »
    We've recently had a really bad experience with Mothercare and I wanted to save others the same pain.
    We'd gone in to buy a buggy for our daughter. We'd done our homework and picked out what we thought would be the perfect buggy. Checking carefully the details of what the cost contained we took our rather expensive buggy home, only to open it and find that in fact it did not include a very important accessorie (foot muff)
    That is to say the accessorie, was not even in the box.

    After returning to the store we were told that the advertising for this particular model was in fact incorrect. And the accessorie that we were expecting and had paid for, was not actually included. I spoke with the manager of the store, explaining our frustration and how we had bought the buggy on the assumption that the accessorie was included. She told me that it was not her fault and that the only thing she could do was to send me the accessorie(apron) which should have in fact been with the buggy. Ignoring that the advertising had actually stated it was included she proceeded to order the "correct" accessorie and told me that would be done the following day. She gave me no indication of how long it would take to arrive, but one would imagine after the mistake made by the store, that they would attempt to get the accessorie to us as quick as possible. Primarily because during January/February in the UK it is really cold for small babies, and an apron or even foot muff is quite important.

    Well, we duly received a letter from the store, with a small receipt inside stating that the delivery date for the accessorie is the end of March. There was no note or apology or even a confirmation of the error.

    All I can say is that if this is a reflection of their Customer Service levels then it would not encourage us to shop there again in the future.

    Not a very nice experience, but I'd thought it was worth sharing with others, to avoid the same fate.

    Welcome to MSE. I must admit I have always found Mothercare excellent in the past to deal with, so you may be unfortunate in the store and Manager you have dealt with. As you have had no real joy in getting the advertised items that should have come with the pushchair and it seems a long delay in getting the apron I would escalate the complaint. I personally find that if you have a complaint that is not being dealt with to a statisfactory standard, emailing the CEO tends to get any issues resolved pretty quickly. The CEO's email appears to be [EMAIL="Simon.Calver@mothercare.com"]Simon.Calver@mothercare.com[/EMAIL].

    I would state that you purchased the pushchair from Mothercare due to their excellent reputation and the extra items included in the pushchair, however after your purchase the store manager informed you that the advertisment for the items included was incorrect and you would not get the foot muff shown, but would be entitled to the apron. You were later disppointed to receive a note stating the apron would not be delivered until the end of March with no apology for the delay. I would ask that the extras that have been advertised as part of your pram package are delivered within a more timely fashion as they are required for the cold weather and this will go some way to restoring your faith in Mothercare's customer service.
  • Fredula
    Fredula Posts: 568 Forumite
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    Mothercare have always been excellent in my experience (if a little over priced). Customer service is second to none, every time I go in there, their staff are more than helpful, very friendly and just generally make me feel welcome which is more than can be said for some stores.

    Just because you had one bad experience it doesn't mean it will happen again though. Everyone deserves a second chance. :)
  • spendaholiceejit
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    I would have to agree that I too, always have found Mothercare to be very good. Have you got a link to the offer that you bought, that states the footmuff is included. If so, you could ask them on goodwill to send you a complimentary footmuff ?
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