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Mothercare Delivery Fiasco
ktothema
Posts: 494 Forumite
Can anyone help with where I stand with some problems I'm having with Mothercare?
I ordered some items from them 13 days ago. These were on 7 working day delivery so I wasn't expecting them to come quickly. I was very pleasantly surprised when they emailed last Monday to say they'd been dispatched, but they didn't include any details of who it was dispatched with, etc.
I phoned on Thursday to ask 2 questions, roughly how long does their courier tend to take, and did they provide Saturday deliveries on their behalf. Rep said, it really should be with you if it was dispatched Monday. Offered to come back to me. She never did, so I called again only to be told she never gave me the right information and that "as my delivery was due Tuesday at the latest they weren't going to answer any questions". I obviously complained about this, and finally someone looked into where my delivery was this morning.
I finally got informed that they never dispatched it at all but were going to do so today on express delivery (but that may be Friday). I told them to halt and refund the order. Got no response so I called 30 mins later only to be told that they had already dispatched it before the email saying they were going to dispatch it and they are now unable to offer me a refund.
I've obviously written a rather irate complaint at again being given misinformation but also that as they had taken 13 days to even dispatch I wasn't given the option of stopping the order.
They've told me its tough, and I'd just have to turn down the delivery and wait till they decided to refund me (as long as the products get back to them of course). Or I could accept them and go out of my way to take them to a store. We got the to point where these items are needed so badly that waiting more isn't an option and my partner has picked some up today (this was after I issued the stop instruction).
Is there anything else I can do? Other than stomp my feet a bit more and hope they do finally deliver these items? I don't know if I can trust them as they've claimed a lot and won't even tell me which courier they've apparently dispatched with over the phone (it may or may not be citylink as the extended range isn't necessarily handled by the normal range courier - apparently).
Thanks
I ordered some items from them 13 days ago. These were on 7 working day delivery so I wasn't expecting them to come quickly. I was very pleasantly surprised when they emailed last Monday to say they'd been dispatched, but they didn't include any details of who it was dispatched with, etc.
I phoned on Thursday to ask 2 questions, roughly how long does their courier tend to take, and did they provide Saturday deliveries on their behalf. Rep said, it really should be with you if it was dispatched Monday. Offered to come back to me. She never did, so I called again only to be told she never gave me the right information and that "as my delivery was due Tuesday at the latest they weren't going to answer any questions". I obviously complained about this, and finally someone looked into where my delivery was this morning.
I finally got informed that they never dispatched it at all but were going to do so today on express delivery (but that may be Friday). I told them to halt and refund the order. Got no response so I called 30 mins later only to be told that they had already dispatched it before the email saying they were going to dispatch it and they are now unable to offer me a refund.
I've obviously written a rather irate complaint at again being given misinformation but also that as they had taken 13 days to even dispatch I wasn't given the option of stopping the order.
They've told me its tough, and I'd just have to turn down the delivery and wait till they decided to refund me (as long as the products get back to them of course). Or I could accept them and go out of my way to take them to a store. We got the to point where these items are needed so badly that waiting more isn't an option and my partner has picked some up today (this was after I issued the stop instruction).
Is there anything else I can do? Other than stomp my feet a bit more and hope they do finally deliver these items? I don't know if I can trust them as they've claimed a lot and won't even tell me which courier they've apparently dispatched with over the phone (it may or may not be citylink as the extended range isn't necessarily handled by the normal range courier - apparently).
Thanks
Data protection is there for you, not for companies to hide behind
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7 working days from 13 days ago is either today or tomorrow depending on how you look at itOne important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
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I thought it was today, but they said Tuesday.
Thing is, they haven't even dispatched it or they've only just dispatched it (depends who you talk to) so they've missed the within 7 working days delivery window big style. I honestly don't believe its been dispatched at all, purely because they've lied to me several times when all I wanted to know was roughly how long the couriers take for them. They could have just said 5 working days and got rid of me and I'd have been non the wiser.Data protection is there for you, not for companies to hide behind0 -
Well the question is....What do you want apart from rejecting delivery and getting a refund?One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
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I think I want to know if what they say is correct, that nothing can be done after dispatch? And if I've got valid complaint that they've continued with dispatch possibly after I've requested them not to? I want a refund guaranteed and fast now, I'm not after anything like free products but we're paying out twice. I know its seems odd that we've felt we had to rush out and can't wait till Friday but today was really the last day we could go to and we stupidly forgot about easter happening when we ordered or we wouldn't have bothered as I know items can go late. I'm angry at their lies.
Also, how long do I have to wait for delivery to not show up (this is a question for the future and I've just thought of it)?Data protection is there for you, not for companies to hide behind0 -
They have 30 days to refund, so it may not be "fast". But you can cancel the order at any point up until 7 days after delivery under Distance Selling Regulations.
My advice would be to tell them you are cancelling under DSRs and refuse delivery of the goods.One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0 -
How did you order the items, online or in store? If online, you have 7 working days starting the day after delivery to return the items for a full refund.0
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I think you mean NOT in store
But true, I had assumed this was an online order.One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0 -
Yes, this was online, sorry thought I'd mentioned that.
I think if they ever deliver the stuff I'll go back to store for refund. At least then I know its not going to go missing again. I was intending to use DSR to return them.
The rep dealing with me on email today just emailed again to say she had told me it was dispatched, so I requoted her original email back at her (childish I know but i'd just prefer someone to come back humanly and say, look we're really sorry, we've cocked this up - someone could have just given you a simple answer when you first called last week and here's the tracking details for today's dispatch). I just can't trust them if I refuse the order now, especially as they still "can't tell me who they've dispatched with" let alone give me any tracking info...
Maybe this should go in the rants section. I feel a lot better just getting it out!Data protection is there for you, not for companies to hide behind0 -
halibut2209 wrote: »I think you mean NOT in store
But true, I had assumed this was an online order.
Indeed, you're correct. Half asleep here :P0 -
I thought it was today, but they said Tuesday.
Thing is, they haven't even dispatched it or they've only just dispatched it (depends who you talk to) so they've missed the within 7 working days delivery window big style. I honestly don't believe its been dispatched at all, purely because they've lied to me several times when all I wanted to know was roughly how long the couriers take for them. They could have just said 5 working days and got rid of me and I'd have been non the wiser.
Have they? Might arrive tomorrow if it was dispatched today on next day delivery (I can't see 'express' on the website), isn't that only one day late? Saturday delivery seems to be an extra chargeable service.Declutterbug-in-progress.⭐️⭐️⭐️ ⭐️⭐️0
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