Mothercare refund

steelrj

I visited Mothercare in Norwich at the weekend to order a cot mattress. THe item wasn't in stock so I arranged for it to be delivered to my in-laws down the road. This was in anticipation of our baby staying there next weekend. I was told it would be delivered in 5 working days.


Mothercare called yesterday to say the mattress is not in stock and would not be delivered until the end of September so I asked to cancel the order. Apparently the only way for me to get my refund is by going into store.


Personally, I find this ridiculous and I've hit a brick wall phoning and emailing customer services. Does anybody have any advice on my rights to a refund, other than waiting for me to next go to Norwich (which won't be for a few months).


Thanks
Ryan

JJ_Egan

Your rights to a refund are from the store you purchased from.
A company may allow you to get the refund from another store or not .

Fosterdog

If you are not going to Norwich for a few months how to you intend to take your child to you in-laws and pick them up again next week?

It is worth getting the direct number for the store in Norwich to see if they card take your card details over the phone to manually refund the card but it's not always possible, it depends what card processing system they use and their till software. Alternatively ask if you can go into any branch to obtain the refund and go to one closer, although again this might not be possible with a cancellation rather than faulty item.

pinkshoes

Fosterdog wrote: »

If you are not going to Norwich for a few months how to you intend to take your child to you in-laws and pick them up again next week?

I read it as the baby is staying with the grandparents without the parents e.g. they are having a weekend off parenting! (So they would therefore not be able to go to the store)

OP - phone the store directly and ask them to process the refund over the phone.

Bermonia

pinkshoes wrote: »

I read it as the baby is staying with the grandparents without the parents e.g. they are having a weekend off parenting! (So they would therefore not be able to go to the store)

OP - phone the store directly and ask them to process the refund over the phone.

I think we all read it as that, however I think Fosterdog’s point was how is baby getting to grandparents in Norwich... unless of course OP is just gonna pop em on the train to be picked up the other end

RunningMum

You will need to put your card in the machine for the refund!

GDPR etc does not always allow for this to be done unless on an online order

You want your money back, go and get it! Not the stores fault you have to arrange travel

hollydays

Ask for gift vouchers then sell them on eBay

eddddy

RunningMum wrote: »

GDPR etc does not always allow for this to be done unless on an online order

GDPR is absolutely not a reason for refusing a refund over the phone.

Mothercare would not need to divulge any personal data in order to process a refund.

And Mothercare is clearly happy that the OP is genuinely their customer:

steelrj wrote: »

Mothercare called yesterday to say the mattress is not in stock and would not be delivered until the end of September so I asked to cancel the order.

RunningMum

Mother are would need bank card details....over the phone

Large retailer I work at .... we no longer take ANY details over the phone. None at all

mattyprice4004

You paid in store, you get a refund in store. Seems reasonable and logical to me