Mamas and Papas is an absolute joke. I ordered an Urbo pushchair back in June from within store, and paid my deposit. I was asked when I would like to collect the item from the store, so I asked for it to be available for the 1st November, as this was exactly 1 month before my due date and I wanted to be prepared. I was told the store would call me once it had arrived, and it should be available around this date.
On the 1st November I had not received call from the store, which I found strange as I had placed my order 5 months earlier. I called customer services as there is no direct line to contact the store to see it it had arrived. After waiting 30 minutes to get through, the adviser opened the call by saying "due to the fact there were having high call volumes, could I please give them my information and they would call me back in 48hrs".
After waiting 30mins to get through I explained I wanted to talk to someone now as it had already cost me money on the call, and I did not want to chance not being called back and having to call again.
I explained that I had placed my order 5months ago and had not heard from the store, and could he find out what day my purchase would be available. He was extremely unhelpful and did not know what he was doing. In the end he said he was unable to give me a date. I asked to speak to a supervisor, I waited a further 15mins before she was available. She went on to explain the the Urbo was out of stock in every store, and that the company were awaiting the arrival of the product from germany. She said that the store would get a delivery on the 18th November. I expressed that I was annoyed about this as they had, had my money since June and that my order should have been held in store for me on there last delivery.
She then offered to try and track one down from another store (despite earlier saying they were out of stock everywhere), I said I would appreciate that as my due date was fast approaching. She said she would call me back the next day.
Typical mamas and papas I did not get a call back, I went into there store (not the one I ordered from) to ask there advice. They were again very unhelpful, and said they did not know when they would have a delivery and that I would have to call customer services again. They asked if I had paid my pushchair in full, as those who pay in full would get there's first despite the fact the ordered there product later than me. I explained I had just paid the deposit as this is what was needed at the time of purchase, and that I was going to pay the rest upon collection. I found this a very unfair system, and it felt like she was trying to get me to pay for the product in full, which I was reluctant to do since there was such a delay.
I have since called them back, again I had to go through the call back system and was not called back. I had to then contact them again, I asked to speak with a supervisor again as I seem to get through to Idiots every time I call. It was the same lady as last time, I asked if she had managed to source me a pushchair as she didn't call me back. She said I was not her I spoke to last time (despite me taking her name), she said they were defiantly out of stock, and that the depot would receive a delivery on 23rd November and that my store would get one some time after that.
I was absolutely gobsmacked, I asked why I was previously told the 18th November, she denied telling me that. I asked if she thought it was acceptable for it to take 6 months for me to receive my pushchair, especially when I was not told at the time of purchase that they had a back log of orders.
She was extremely unapologetic, and did not offer any solutions. She said I will just have to wait for the call from store.
I couldn't believe how poor there customer service is, I have already been showing signs of labour and have no pushchair despite ordering it 5 months in advance. I am now heavily pregnant with under 3 weeks till D day, and having to go round shops looking for an alternative to the Urbo, in case my order does not arrive. Having worked in customer services in the past, everyone I have dealt with at Mamas and Papas should be sacked. I will never buy from them ever again, and I wouldn't recommend them to my worst enemy.
!!!!!BEWARE!!!!!!