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To be utterly bloody fuming and ask for some compensation and apology?

(11 Posts)
rogersmellyonthetelly Tue 25-Sep-12 08:59:09

Ordered nursery furniture from mamas and papas in July sale. No contact from them for 3 weeks, despite order saying 10/14 days delivery. Finally rang them, items out of stock, will be here first week September. Ok fair enough I thought, poor communication but hey ho.
Delivery arrived 7am last Tuesday, 6 items of furniture, 5 were either faulty or had missing instructions, cue repeated calls to m&p to resolve. No call answered without at least 15 minutes in a queue on the phone. Spare parts ordered and instructions sent by email. Friday the spare parts arrived, having waited in for courier all day. Came to reassemble items yesterday, they have sent the wrong part for the changing dresser. Rang again, another 15 minutes waiting to be answered, they are now sending the right part (I think)
There was also a box of nursery furnishings missing from the original order, which should have come with the spare parts on Friday, was missed again and should have been delivered yesterday. It was, but to a different address and not my signature thanks to shitty-link courier fail.
Assuming the correct part arrives for the dresser this time, and the soft furnishings arrive at the same time to the right address this time, I will have wasted 4 days waiting in for the courier instead of 1, I now have a spare cot side, spare storage box side, and 2 spare dresser tops none of which are any good to me as they are faulty! I asked what I should do with them, I was told take them to the tip!
Iabu to think I am entitled to a decent sized good will gesture to apologise for being royally pissed about like this, the furniture was bloody expensive and I didnt expect 5 out of 6 items of brand new furniture to have obvious faults needing replacement parts!

Trazzletoes Tue 25-Sep-12 09:03:49

YANBU that's terrible customer service!!! I would be getting a long and detailed complaint written to them. In fact, given the amount of time and problems, it might be worth sending an email to the company CEO. Details should be googleable somewhere.

They will usually have a separate complaints dept to deal with people who are extremely angry and you tend to get dealt with faster and better.

Trazzletoes Tue 25-Sep-12 09:11:48

I understand these are the details: David Scacchetti, email him at david.scacchetti@mamasandpapas.com

And before I get told off for posting these details - they're already freely available on the Internet. Good luck!

blondieminxwithGOLDandORANGE Tue 25-Sep-12 09:12:14

There are pages and pages of threads re crappy service from M+P. sad

Horrid that they feel able to send customers shoddy products for their longed for and precious babies sad

Rather than ringing to complain, put your complaint in a letter to send recorded delivery. State the days/times you've rung and the days you've waited in. There are some templates on Money Saving Expert about reclaiming lost earnings for missed/additional deliveries.

Work out what you want (replacement furniture? A refund? Plus x amount compensation to cover the cost of your calls and time) and state that in your letter. Give them a date to respond by and explain if the situation isn't resolved you will take legal advice as they have failed to supply goods which are fit for purpose under the Sale of Goods Act more info here

rogersmellyonthetelly Tue 25-Sep-12 09:35:33

It gets better, I've just retrieved the soft furnishings parcel from the next street, and half the bloody stuff if missing. Now on the phone to mamas and papas again, just for a change they are experiencing high call volumes!

firawla Tue 25-Sep-12 09:39:43

If you don't get very far when you email them or complain on the phone then take it to facebook or twitter, most companies tend to sort things a lot quicker when the complaints are in public!

Trazzletoes Tue 25-Sep-12 09:49:04

Is their phone number free? If not, can you find out how much you have spent on the phone to them? Put details of that in your complaint too. You shouldn't be out of pocket because of their incompetence.

rogersmellyonthetelly Tue 25-Sep-12 10:00:19

Right I have just spoken to them, timed courier sorted for furniture spare part who are also taking all the empty boxes and redundant bits of furniture away with them. Also got a £60 voucher by way of an apology.
Am still thinking it should never have happened, but it has, and they are giving a nice goodwill gesture which is good enough for me.

RuleBritannia Tue 25-Sep-12 10:00:47

Why don't you send the lot back. Sale of Goods Act. Not of merchantable quality.

RuleBritannia Tue 25-Sep-12 10:01:02

With bits missing.

rogersmellyonthetelly Tue 25-Sep-12 10:04:52

I've already put it all together (flat pack) not doing that again! Besides I love the furniture too much.

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