Mamas and papas - Awful service, and no response.

NovaBlack155

Hi all,

I've been trying to (unsuccessfully) get any sort of acknowledgement of a complaint about my recent order of a furniture set from mamas and papas. I am extremely disappointed with the level of service I have received.

If anyone has any suggestions, tips, tricks etc - they would be VERY welcome at this point. The fact that during the time this whole saga has gone on, the furniture i ordered has been reduced by a further 10% has just left me fuming. Would i be unreasonable to at least expect this back as a good will gesture at this point? If so, has anyone got any tips on how to approach this?

Order placed online M&P website: 29/05/17
Delivery: Paid extra for scheduled special Saturday delivery on 24/06/17.

24/06/17 9am - I received a text saying my order would not be arriving today as it was 'not on shuttle' and M&P would be in contact to reschedule

24/06/17 - I immediately called customer service upon receiving this. After waiting for an age on hold, I was informed that the order had not arrived to the courier - panther - and therefore a stock search would be needed which would take 24 -48 hours. I was told somebody would contact me when this was resolved.

29/06/17 4:00 pm - Since the 48 hour period was more than over, and nobody had contacted me, i called customer services. After waiting on hold to speak to somebody, I was informed that my order had been rescheduled for Monday 3rd July. As I would sill not be available to accept delivery on weekdays, we agreed to reschedule delivery for Sat 8th July. As a 'goodwill' gesture, refunded the delivery charge. (Im not sure they had any option there, they didn't provide the service..)

29/06/17 5:30 pm - I received 5 emails and 5 texts (each with different tracking numbers on...) confirming my delivery date of Sat 8th July.

29/06/17 8:30 pm - 3 hours after thinking delivery was resolved, I received another text. M&P were happy to inform me that my furniture would now be delivered tomorrow (Fri 30th/06/17) at 11 am...when nobody will be at home.

30/06/17 9:30 am - I take time out from work this morning to sort this mess out - since customer service opening hours are only 9:30-4:30, for which i will later have to make up the hours). After again sitting on hold, the lady I spoke to confirms that the 8th definitely looks to have been confirmed - and that i should 'just ignore any more texts and emails you get from panther'.

30/06/17 9:45 am - I request that a manager call me back so i can make a formal complaint. The customer service rep says a manager will now call me back within 24 hours. I'm still waiting.

01/07/17 - i received marketing emails to rub salt in the wound, that the price of my furniture is now reduced by a further 10% to £809 - whilst i'm still left waiting for my original order.:mad:

02/07/17 8pm - I receive another set of texts and emails saying my furniture would be delivered tomorrow Mon 03/07/17.

03/07/17 - I decide to try and contact panther directly at this point. The only contact info i have is an email address, so I send them the same details and instructions to confirm my delivery date of the 8th. No reply to date (a theme).

03/07/17 12pm - I receive a call from the delivery driver who is currently trying to deliver my furniture to my house, whilst nobody is present. He is rather irate and rude about the fact I'm not there - which (as i try to explain) I am equally annoyed about.

05/07/17 - I collate an email for head office as per the complaint procedure outlined on the M&P website. Sent this at about 7am so it would be ready and waiting for them wednesday morning. Receive an automated response at 8am saying i will hear back in 48 hours.

08/07/17 - No response to head office (I feign shock).

Updated:
08/07/17 - Receive delivery of items. Box 2 from chest of drawers missing. Call local store. They can't help. Say i need to wait until monday to contact customer services.

Given I do have a right to return within 30 days receipt of goods, I am now seriously considering my options - given i can get nursery furniture from a range of other retailers - none of whom I've experienced problems with.

I would strongly discourage anybody from using mamas and papas at this point in time, and as we start our Antenatal classes next week I will be telling other expecting mothers the same. It seems that there are problems right across the board - poor infrastructure, poor communication, lack of commitment to upholding high standards and following through on resolving problems. It should not be my job as the customer to sink time into chasing this once mamas and papas have been made aware - yet here we are. The fact M&P have emailed me in the meantime to inform me that my furniture is now £90 cheaper is just the icing on the cake!

Should I suck it up and move on? Keep complaining? Any thoughts?

hollydays

Post on Facebook?

NovaBlack155

hollydays wrote: »

Post on Facebook?

Thanks. I've given their private message functionality a shot on facebook, says 48 hours and they'll get back to me with a PM. Fingers crossed.... (but they haven't got a good track record!)

If that fails I could try posting directly onto their page - i sense they may deal with my complaint more urgently if its something other customers visiting the page may see:rotfl:

IAmWales

I doubt any customers will read something so long. A summary would be helpful in getting people to read it.

pinkshoes

Shocking customer service.

If it were me, I would be cancelling the order and ordering from elsewhere.

I paid a whole £10 for their changing unit second hand...

I cannot fathom why you would even contemplate wanting this order now!

NovaBlack155

Well my order has been delivered.

I signed for 7 items (nothing to actually check items off against). But they took a photo at least.

Having now been able to run through my emails, and check the bashed and battered labels on the boxes, It seems I was supposed to receive 8.

Im now missing a second box from the chest of drawers:mad::mad::mad:. Called my local store, they cant help. Need to call customer services. Again. But they aren't open now until monday. So i guess i'll be doing it from Work. Again. And Make up the hours. Again.

Fuming. Supposed to be such a great time at the moment expecting our first and getting everything ready, now everything is on hold.

Very tempted to tell them monday morning they can come and collect it and take it back. Unfortunately it looks as though they charge £40 for this...

How the *hell* did their initial stock search ever come to the conclusion that they'd even found my order? They must know somewhere they had 8 items. Lost them. Found 7. Doesn't take a genius. Why then log that as 'found' and deliver to the customer? Utterly incompetent at every step.

MrJones1

Use your right to return the goods. You have been ignored and not listened to by the company. To point out that you didn't like the whole process, you should return the goods.

hollydays

NovaBlack155 wrote: »

Thanks. I've given their private message functionality a shot on facebook, says 48 hours and they'll get back to me with a PM. Fingers crossed.... (but they haven't got a good track record!)

If that fails I could try posting directly onto their page - i sense they may deal with my complaint more urgently if its something other customers visiting the page may see:rotfl:

No, post publicly.
They don't like that but as already said be politely brutal but brief

NovaBlack155

After getting nowhere with the facebook group, and a SECOND email to head office (still no reply to either!), I called up and asked to arrange for somebody to come and just collect the partial delivery I'm currently sat with.

Coming to take it away thursday for a full refund. They didnt mention any kind of charge for the collection (although im fully expecting them to take it anyway given their track record).

What a complete waste of time :mad: Still havent managed to speak to any kind of management despite my best efforts.

Slightly annoyed they didnt even have the courtesy to offer any kind of goodwill gesture as an apology after all the hours ive spent chasing this... but just happy to almost be shot of them.

Spotted some nice furniture in the John Lewis sale for similar price, lets hope we get on better there.

MrJones1

Nice to hear that you will get a full refund at last. In the whole process you have been ignored and got no apology even though you deserved it. Hope you have better luck with John Lewis.

unholyangel

NovaBlack155 wrote: »

After getting nowhere with the facebook group, and a SECOND email to head office (still no reply to either!), I called up and asked to arrange for somebody to come and just collect the partial delivery I'm currently sat with.

Coming to take it away thursday for a full refund. They didnt mention any kind of charge for the collection (although im fully expecting them to take it anyway given their track record).

What a complete waste of time :mad: Still havent managed to speak to any kind of management despite my best efforts.

Slightly annoyed they didnt even have the courtesy to offer any kind of goodwill gesture as an apology after all the hours ive spent chasing this... but just happy to almost be shot of them.

Spotted some nice furniture in the John Lewis sale for similar price, lets hope we get on better there.

Perhaps because - under consumer law - they cannot deliver in instalments unless you agreed to it. They're basically in breach of contract and they cannot make you liable for their breach (for example by charging you for the return of the goods).