I am sat, in tears, writing this post. Mothercare have no clue what customer service is, in my opinion. Let's see if you agree...
This was my blog's facebook page status on 1st December:
After 4 months my travel system's mechanism has broken, meaning it can't fold.
As it's under their 2 year guarantee, I get in touch for help. But I'm instructed the guarantee stipulates that regardless of it being an online purchase, I must go to store. Um, I'd have bought in store if you were local, wouldn't have bought online.
I can't get to my "local" store as it closed down and the next closest is miles away and, of course, the buggy won't fold so I can't get a lift from anyone. I could attempt a three hour (plus) round trip on several buses, but will likely be asked to fold the pram or wait for the next bus. (Becoming increasingly more common due to xmas shoppers). I can arrange a Hackney Cab to get to nearest store but at a fare of £20+ each way, thats a third of my weekly maternity wage, I just can't do that.
So where does that leave me? Ok so they have said they'll collect instead but:
A. I then forfeit my loan replacement
B. It will take up to 8 WEEKS to be repaired or replaced.
How do I take my eldest child to school? Either he can't go (I will not allow a 6 year old to walk on his own) or my 6m old baby gets left home alone. I could ask friends and family to help out and i'll simply stay at home if it was a few days, a week tops. But 2 months??
They literally, do not care.
I'm paying the ultimate price for a faulty product that is through no fault of my own. (I've googled and it's happened to a fair few others who have this model, not just me. They end up being replaced from what I've seen)
You pay hundreds upon hundreds of pounds expecting quality products. When they go wrong, I'd expect not to be out of pocket or housebound for such a long period of time.
So, share this - tell your expectant friends and family. DO NOT BUY ONLINE WITH MOTHERCARE... Unless, they're within a very comfortable walking distance from you, or you happen to have emergency prams lying about the house.
You've been warned.
I received an email shortly afterwards stating that 3rd December, between 8.30am - 5.30pm my system will be collected. I have waited in all day. The driver arrives at 5.36pm and guess what...
I SPECIFICALLY asked if this would pose a problem in an email sent to them on 28th November and the response was that it could still be collected.
SO not only does Mothercare...
> expect online customers to go to store if they have any issues with prams. Why offer an online service then? Stores are not on everyone's doorsteps.
> have their customers forfeit a loan replacement if they cannot, physically or financially, get to store.
> can take up to 8 weeks to assess a faulty pram
> don't seem fussed that customers are, effectively, housebound if they do not drive or have an emergency pram to hand.
They also provide incorrect information/do not listen to their customers, thus adding 1 full day on to the already hefty "up to 8 weeks" of being stuck indoors, for absolutely no reason whatsoever.
I kept my annoyance with Mothercare as a facebook status initially but I am beyond angry right now hence taking to the blog. You've completely wasted my day for no reason at all. You had the information that it couldn't be boxed, why did you say that it could still be collected?
BE WARY WHEN PURCHASING SOMETHING AS VITAL AS A PRAM ONLINE WITH MOTHERCARE... You are likely to be incredibly sorry if your experience is anything like mine.
This was my blog's facebook page status on 1st December:
After 4 months my travel system's mechanism has broken, meaning it can't fold.
As it's under their 2 year guarantee, I get in touch for help. But I'm instructed the guarantee stipulates that regardless of it being an online purchase, I must go to store. Um, I'd have bought in store if you were local, wouldn't have bought online.
I can't get to my "local" store as it closed down and the next closest is miles away and, of course, the buggy won't fold so I can't get a lift from anyone. I could attempt a three hour (plus) round trip on several buses, but will likely be asked to fold the pram or wait for the next bus. (Becoming increasingly more common due to xmas shoppers). I can arrange a Hackney Cab to get to nearest store but at a fare of £20+ each way, thats a third of my weekly maternity wage, I just can't do that.
So where does that leave me? Ok so they have said they'll collect instead but:
A. I then forfeit my loan replacement
B. It will take up to 8 WEEKS to be repaired or replaced.
How do I take my eldest child to school? Either he can't go (I will not allow a 6 year old to walk on his own) or my 6m old baby gets left home alone. I could ask friends and family to help out and i'll simply stay at home if it was a few days, a week tops. But 2 months??
They literally, do not care.
I'm paying the ultimate price for a faulty product that is through no fault of my own. (I've googled and it's happened to a fair few others who have this model, not just me. They end up being replaced from what I've seen)
You pay hundreds upon hundreds of pounds expecting quality products. When they go wrong, I'd expect not to be out of pocket or housebound for such a long period of time.
So, share this - tell your expectant friends and family. DO NOT BUY ONLINE WITH MOTHERCARE... Unless, they're within a very comfortable walking distance from you, or you happen to have emergency prams lying about the house.
You've been warned.
I received an email shortly afterwards stating that 3rd December, between 8.30am - 5.30pm my system will be collected. I have waited in all day. The driver arrives at 5.36pm and guess what...
I SPECIFICALLY asked if this would pose a problem in an email sent to them on 28th November and the response was that it could still be collected.
I CLEARLY STATED THAT IT CANNOT BE BOXED AND HAD A REPLY!
SO not only does Mothercare...
> expect online customers to go to store if they have any issues with prams. Why offer an online service then? Stores are not on everyone's doorsteps.
> have their customers forfeit a loan replacement if they cannot, physically or financially, get to store.
> can take up to 8 weeks to assess a faulty pram
> don't seem fussed that customers are, effectively, housebound if they do not drive or have an emergency pram to hand.
They also provide incorrect information/do not listen to their customers, thus adding 1 full day on to the already hefty "up to 8 weeks" of being stuck indoors, for absolutely no reason whatsoever.
I kept my annoyance with Mothercare as a facebook status initially but I am beyond angry right now hence taking to the blog. You've completely wasted my day for no reason at all. You had the information that it couldn't be boxed, why did you say that it could still be collected?
BE WARY WHEN PURCHASING SOMETHING AS VITAL AS A PRAM ONLINE WITH MOTHERCARE... You are likely to be incredibly sorry if your experience is anything like mine.
