Mothercare cot missing parts!

Reesey80

I purchased a cot from mothercare which when opened had some missing fixings which meant I was unable to put it together.
I contacted their customer services who said they would send out replacement fixings. That was 8 weeks ago and 9 emails later I still have no fixings. On several occasions they have said they would chase it up and undate me and I have never heard from them.

I am so frustrated and angry I have no idea when this will get sorted or how to get them to resolve this. This was an expensive piece of furniture that I got as a set so I don't want a refund as I won't then have a matching set. I have also had to buy another tempory cot for my baby as it has taken so long he has out grown his Moses basket.

Is there a time limit that a company should resolve an issue such as this? Also should I try to send the whole cot back and ask for a completely new one?I feel this may actually be easier than them getting spare parts out to me as this is obviously a challenge!

Any advice would be great.

unholyangel

Its a tricky one. Did you order in store or online?

Would it be worth asking for a refund then perhaps purchasing from another store/their online store?

Any remedy carried out should be within a reasonable time and without significant inconvenience - however you cannot force a remedy that is impossible or disproportionately costly.

The quickest solution may be to return for a refund then repurchase - depending on how long it would take to refund you/whether you could afford the added expense until it is refunded.

hollydays

Which type of parts are missing?

Reesey80

I ordered it online. Unfortunately I don't have the boxes any more as I foolishly didn't expect to have such a problem ,so I don't know if they will take it back.


It is 4 little plastic fixing that are needed to build the main frame.

unholyangel

Reesey80 wrote: »

I ordered it online. Unfortunately I don't have the boxes any more as I foolishly didn't expect to have such a problem ,so I don't know if they will take it back.


It is 4 little plastic fixing that are needed to build the main frame.

They should do - boxes dont affect your statutory rights when goods are returnable under soga.


However might be worthwhile asking if you can get the fittings from a local store, and they can then send the fittings they were going to send you - to the store. Or ask if you could swap it at a local store.

If they say no, you can always then say you'd like a refund since they are unable to replace or repair within a reasonable time.

chris_n_tj

If you have a Mothercare local to you just nip in and ask the girls to sort it out for you. If they are as nice as the staff in our Mothercare they will help you. Falling that just email the CEO that usually does the trick xx

Reesey80

Thank you for your replies.
I emailed the CEO a few days ago and guess what ......the parts arrived today.....coincidence or not?!!

At last my baby boy can go in his cot! Hoorah!