problem with pram from Mamas and Papas

[taytotayto]

i bought a pram from mamas and papas in may but didnt use it until july when my baby was born. i bought it on line ( from the M&P website) already i had to take it back to one of their shops for repair and today it broke again.(different problem this time) when i finally got through on the phone to complain they didnt seem interested as i got it online. what id like to know is could i ask for my money back as i cant afford to keep going without my pram and the shop is about 40 minutes drive from me, or how many times must it break before they replace it or when i can get my money back.

[pinkprincess1206]

I had an ongoing fight with M&P! with the exact problem. Which pram is it?...
I sent 4 letters in the end and threatened to take them to samll claims court and i got a refund. My pram was almost 1 year old when i got the refund. I have never dealth with such a bunch of rude people who actually need to learn the meaning of the title.. customer services! Your pram comes with a warranty from the shop/ site, however when i sought legal advice i was told that you should get what you pay for...in that my pram was recommened from birth to 4 years... this would suggest the pram would last this long, mine did not. try writing to them and telling them that you have lost all faith in their product and you expect a refund., i could senmd you a copy of the letters i sent if you like.... sorry for the rant... but dealing with M&P nearly sent me to an early grave!

[Clayhead]

When my M&P pram broke, several years ago, they really couldn't have cared less. I gave up trying to get them to sort it out in the end but have NEVER bought from them since.

[pinkprincess1206]

just realised how bad my sp. was ... sorry. all this talk of M&P has an effect on me!;)

[taytotayto]

hi pink princess
my pram is the herbie it cost £550 which is more than the cost of some peoples car!!! i must admit id never recommend them and wish id bought else where but as my husband said all shops are the same these days theres no customer service any more. please would you send me a copy of the letter and ill send it straight off. im sick to death of them now. my email address is [email protected]
many many thanks

[taytotayto]

im off to the shop this morning so ill let you all know what was said then i asked for my money back. luckily i have the receipt as i get the impression from the phone call to them yesterday they are only willing to help now because i still have it. i was 20 minutes no word of a lie trying to get through on the phone its always the same with them!!! i swear to god im never stepping foot inside the door of that place again. ill try toys r us next time

[pinkprincess1206]

i thought it would be the herbie..... thats what mine was!!! il need to find the letter and then il send it to you... M&Ptold me mine was an isolated case and it was my fault!!!! actually when i googled it.. i found 100 s of people had the same problems with it. It was utter S**te! I'm out now but as soon as i get home i'l find the letter (i mean letters!!!) and email them to you. ;)

[callaird]

Not all sellers are the same with regards to customer service.

I'm a nanny and have used little nippers - out 'n' about in three jobs (have looked after three sets of twins, separately), any time something went wrong, brake broke off, axle was bent by aircraft lauggage handles, rain covers split (in different places!) on all three, hand brake on handle broke, tyres (3) buckled (again by baggage handlers) everytime I phoned them up, they could not be more helpful and all of the above replacements were sent out, free of charge! The first raincover was replaced after 2.5 yeats!

Maxi-cosi are the same, they changed a car seat that we ordered direct as the packing was dented. They sent 2 new covers as 1 of the car seats started to fray and they had stopped doing that colour, so replaced them both so they matched (perfect for when we were potty training as we had a spare!) staff were always friendly, pleasant and extremely helpful!

Avent again, replaced bits of bottles, sterilizers etc, free of charge, pleasant and helpful.

As a nanny I always recommend these three companies to anyone and everyone who will listen!!

[callaird]

Ok, really should preview before posting!

But you all know what I mean!

[taytotayto]

hi im back and guess what when i went to the shop and asked if i could have my monty back the woman said i would have to take it up with customer services!!! god the chance would be a fine thing it takes them AGES AND AGES to answer the phone. i said if i have one more problem with this pram ill land it back to you and i will DEMAND a full refund. the staff JUST DONT CARE !!! once they have your money and your out the door they lose all interest. im thinking of contacting watch dog. what do you all think? would they do something, i could also try contacting Don Littlewood from the one show. we could shame them into helping us.

[llaregguy]

Just contact Trading Standards for advice.

[Flightattendant]

Yes look at consumer direct on the net. They are brilliant - loads of pre-written letters for you to print out, you can ring them and get really good advice and they keep notes on your case so when you ring again you have a reference.

This sounds shocking - I'd agree that Out and about are brill, just had a new frame from them for my mountain buggy, as the brake wasn't working - even though they said they couldn't understand what I was on about!

Very decent people.

I'm sure I've heard of the herbie frame collapsing in a dangerous way before.

Definitely don't let this drop.

[Flightattendant]

And Tayto, don't be fobbed off. Go in at a busy time and STAY PUT till THEY ring customer services on your behalf, shame on them, they've obviously been trained to do everything to avoid giving refunds. Saturdays are bad for getting them too, as it's the last day of the week and they have targets iyswim. Ask to see manager and don't budge till they sort you out. And don't agree to a repair as they might then say you can't have a refund.

[pinkprincess1206]

Taytotayto, am sorry not emailed you yet... had a gas leak at home so only just got in!!!!

The others are right here, i contacted watchdog and trading standards, you should do the same. Trading standards are fab... they gave me a letter to ammend and send... M&P are awful, they are rude, inconsiderate and above all liars! I would never ever buy anything from them again. But fpr the 1st year your contract is withg the shop it was purchased and they should give the refund legally, then they take it up with M&P. However i was adivsed that legally the consumer has the right for the product to lat " a reasonable length of time" which i again was advsied, was about 6 years.... !!! fat chance! Stick to your guns. Go back to the shop and refuse to leave until you get your full refund you are entilteled to. YOu need to stick to 2-3 statements and just keep repeating them - "this product does not serve the purpose it was bought for i am leaglly entitled to a full refund." and the other one i was told to use was " i have given you the opportuntity to rectify this problem.. now the product has more faults. I have lost all faith & confidence in your product"...If this doesn't work, then i will give you the links to all the 1000s of complaints that i found and the number for the shop where i bought my pram. They were brill and are now so P**ed of with M&P that they are refusing to sell any more of herbies....and finally - we should all fight this... even if it's just to get the cost of teh millions of hours i spent oh hold to "customer services"!

[pinkprincess1206]

taytotayto, u got mail

[taytotayto]

teamedward thanks for that god my husband is right im SUCH an air head i though his name was don!!!!! no idea what that would be short for!!! (lol).

pink princess thans for the email. ill let you know how i get on!!!!

[taytotayto]

Dear Mrs Kirkbride


Thank you for your recent email. I am sorry to hear of the issues you have raised with your Herbie travel system. As your product is covered by a 12 month guarantee against manufacturing faults. We will arrange for a repair or spares parts to resolve any faults which may occur on your product. Please can your respond back to his email with the nature of the fault so I am able to advice you further. With regret a refund or exchange on this product will not be offered on this occasion. Please accept my apologies for any inconvenience this may have caused and thank you for taking the time and trouble to write to us, as customer feedback is always valued as it allows us to update the products and services that we offer.


Should you wish to discuss the matter further with an advisor do not hesitate to call the customer care team back on 0845 268 2000.







Kind Regards

Isha Pervaz



Customer Care

Mamas & Papas



Mamas & Papas

Colne Bridge Road

Huddersfield

West Yorkshire

HD5 0RH

0845 268 2000


Monday - Friday

(9.00 - 5.00)

[taytotayto]

this was the reply i got to an email i sent about a week ago. i had forgotten i had sent it so much for we will get back to you within 2 days!!! ive sent my letter off so i wont expect to get much further. avoid them is all i can say.

[crokky]

M&P are TERRIBLE for customer services. I made the mistake of buying some things from there when I was pregnant with DS. I will never buy from them again.

I also had a buggy with a faulty part.

I wrote a massive letter to them explaining details fo problems with many of their items and suggesting how they could be improved. I wanted some money back and got nothing. I hassled them more and eventually got a pathetic £20 gift voucher (which I sold on eBay, no way do I want any more M&P crap).

Their stores are nice, I can see how they con 1st time parents. Your scenerio has been repeated thousands of times over and I don't know why we can't make people more aware of their all round shitness (for want of a better word!).

[mowbraygirl]

I never had any M & P products don't think they were around when I had my children. But I can vouch for how awful customer services are. About 2 months I had what could only be described as an extremely rude woman phone me up. She was shouting at me about how I returned this pram because it had a fault and blah blah blah. When I finally got a word in said I did not do anything of the sort etc. well you are Mrs Mowbray of so and so avenue yes I am so it is you. I then explained there was another woman with same surname further down the road and I know she has a baby but I didn't tell her that the reply was well she isn't in the phone book I know that. So she then demanded that I give her this woman's phone number I have it but no way would I do that I just said I don't know it and suggested she write to her. I have to say this was the most rudest person I have ever had on the telphone. I would cetainly never buy any of their products if that is the way Customer Services carry on.

[Omar2021]

Hi can anyone help me, basically I bought a mama and papa occaro online from a company called Babyplanet when I was pregnant with my baby in April 2021 and started using the pram in September. However a year into it my basket screws came off. And now my prams handle broke. I don’t know why this has happened when I have paid a lot for this an led it’s supposed to me good quality and last up to 3/4 years old. My baby is only 18 months now and I need to get a new pram because of this. The handle bar has snapped apart. Does anyone know what I can do about this?

[Omar2021]

@pinkprincess1206

I had an ongoing fight with M&P! with the exact problem. Which pram is it?...
I sent 4 letters in the end and threatened to take them to samll claims court and i got a refund. My pram was almost 1 year old when i got the refund. I have never dealth with such a bunch of rude people who actually need to learn the meaning of the title.. customer services! Your pram comes with a warranty from the shop/ site, however when i sought legal advice i was told that you should get what you pay for...in that my pram was recommened from birth to 4 years... this would suggest the pram would last this long, mine did not. try writing to them and telling them that you have lost all faith in their product and you expect a refund., i could senmd you a copy of the letters i sent if you like.... sorry for the rant... but dealing with M&P nearly sent me to an early grave!

Hi can you please let me know what you did, since my occaro pram handle bar has snapped apart and my basket screws has fallen out a few months ago.

[prh47bridge]

@Omar2021

Hi can anyone help me, basically I bought a mama and papa occaro online from a company called Babyplanet when I was pregnant with my baby in April 2021 and started using the pram in September. However a year into it my basket screws came off. And now my prams handle broke. I don’t know why this has happened when I have paid a lot for this an led it’s supposed to me good quality and last up to 3/4 years old. My baby is only 18 months now and I need to get a new pram because of this. The handle bar has snapped apart. Does anyone know what I can do about this?

Your rights are against the retailer that sold you the pram. As it is more than 6 months old, they can argue that the fault is due to the way you've used the pram. If they do, you will need to get an independent engineer to examine the pram to see if it is an underlying fault (poor design or construction). Assuming there is an underlying fault, you are entitled to a repair or replacement. It is up to the retailer which they provide. If the repair or replacement fails, you are then entitled to a partial refund.