Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

See all MNHQ comments on this thread

Original poster

to be absolutely furious with ******* mothercare??

145 replies

LacyLeggins · 02/10/2010 19:56

i am so angry and disapointed with mothercare. i bought a phil and teds vibe just over 8 months ago (has only been used for 6 months) and this is the third time i have had to take it back for it to be 'repaired'! both times previously these 'repairs' have each taken 28 days, so in total it has only been used for 4 months :(

in total with all accesories i paid close to £1000 for this pram. within the first two months of using it the front wheel went wonky at the front and it became impossible to push. i returned it to the store and they tried to imply that maybe i had exceeded the weight limit for the pram. hilarious that, as my dcs were 14months and 2 months!! they sent it off for repair leaving me without a buggy for 28 days, as they had no spare double. i had to buy a cheap secondhand one.

a month later the same thing happens again, yet this time i was visiting friends by train and alone, without the car, with my two dc and with a pram impossible to push. it was a nightmare. i had to phone dh to come and get us, which cost more money in petrol and wasted train tickets, plus lots of stress. also the bumper bar jammed and would not come off, so the doubles kit could no longer attach to the front of the chasis. again returned to mothercare and sent off for repair.arrived back 25 days later.

two weeks later (today) i am in town with the 2 dc and yet again the wheel buckles and the pram becomes impossible to push. i somehow manage to drag it into mothercare and ask for the manager. i explain yet again the pram has failed and all of the above. i said that i am not happy for it to be sent off for repair and i would eitherlike a refund or new pram. she said as my pram was over 6 months old all she could offer was a repair. i then asked to speak to someone at head office and she said it was closed as its the weekend. Angry

so yet again i have no pram and am absolutely fuming. AIBU?

OP posts:
Original poster
LacyLeggins · 03/10/2010 08:51

? cumfy

OP posts:
mrsmarzipan · 03/10/2010 09:16

I think it all depends on the store you visit, I bought a buggy from mothercare and the hood ripped, it was within 4 weeks of purchase and the manager said they would send it for repair. I pointed out the product was faulty and therefore i was not satisfied with that, I asked what the loan buggy was and found it was actually the same as my faulty one. I said I didn't want to use some dirty worn buggy and the manager replied that it would actually be one from their stock. At this point i told her that as they have them in stock they can give me a new one and repair mine and keep it! She had no answer for this and hey presto I had nice new faultless buggy.
I knew I was in the right and I was not leaving that store without a replacement.
OP go in and be NICE but firm, if you stand shouting and being aggresive they will not be inclined to help you.

AshT · 03/10/2010 11:29

LL, call CS by all means but I'm quite sure they will tell you it is a store issue. If they do, ask the person in the CS call centre for a call reference number and their name; once you have this you can take up the issue with MC head office. Head office contact information is: -

Cherry Tree Road
Watford
Hertfordshire
WD24 6SH
01923 241000

The CEO's name is Ben Gordon - write a letter addressed to him, headed "Without Prejudice", outlining the ongoing issue you have, giving the names of all store staff you have spoken to and the person you spoke to at CS, with the call reference number you should have been given (the call centre may be awkward and not give you one, if they do note this in your letter). Be polite in the letter, avoid making accusations, and put in as much details as you can - times and dates of store visits, etc. Send the letter to Mr. Gordon at the address above by Recorded Delivery. Close the letter by stating you expect a reply within 7 days.

This is the type of contact the CEO's office really do not like, and it should get you a result within a week or two.

The problem with going back to store or speaking to customer services for a result at the moment is that the store / repair agent has your pram for repair, and this being the case they can fall back on the defence that in giving them the pram you have requested that it be repaired again. I would advise against going back to store and making a nuisance of yourself - the store may just call the police to remove you and this would be at best very embarrassing for you.

Hope this helps - best of luck.

Original poster
LacyLeggins · 03/10/2010 23:11

UPDATE - i have just been googling to try and find a number for head office/complaints. i found the 08453 number and just quickly rang it to see if it was correct and working. obviously lines are closed at this time of night but they disclosed their opening times being '8am - 8pm mon - sat'. i am absolutely fuming as the manager i spoke to yesterday told me the customer services and head office were closed all weekend!!!

she obviously had no intention of helping me in any other way but to offer repair and now i know that she has actively lied to me i think she knows that i am entitled to a replacement, otherwise why would she lie?

Ash thankyou so much for that information and phone number! will take your advice and let you all know how i get on tomorrow!

OP posts:
SparkyMalarky · 03/10/2010 23:29

I had a problem with my vibe and Phil and teds were fabulous - admittedly I went through the local pram shop I bought it from, but we returned it in one weekend and we had it back, with a brand new frame within 10 days . And we were less than a month away from the end of the expiry, so it had had nearly a full year of hard use! (but a piece of the frame had broken)

I have a feeling that out 'n' about are the distributors for Phil and teds in the uk if you want to call them direct. I'll see if I can find the details.

mamatomany · 03/10/2010 23:36

I had a problem with the Bugaboo Bee, the seat jammed and Mothercare refunded me the chassis, the hood and the car seat adapters when I said I wanted a different pram.
I took DH with me all prepared for a fight but they were brilliant.

SparkyMalarky · 03/10/2010 23:36

Sorry - couldn't find it but other posters are right in that your contract is with mother care so they are responsible for fixing it.

I'd be pushing for a full refund of the buggy and either get a new vibe from John Lewis with the cash, or get a different one and sell all the bits on eBay!

LadyOfTheFlowers · 03/10/2010 23:43

Would agree with what everyone has said here about Mothercare being a complete waste of time.
Going direct to P&T is a good idea if you have no luck - they tend to just send you a new one, not even asking for the old one back - they did for my friend anyway - she had a Vibe.
I have an old banger one - 5 yrs old - and not had a prob with it ever. DCs 3 and 4 currently ride around in it so I can't complain there.
Hope you get it sorted. :)

Original poster
LacyLeggins · 04/10/2010 14:05

have just called the number ash had given me and spoken to an advisor. she said basically that once the pram is returned it comes back with a report and if it states in the report it is a manufacturing problem then i am entitled to a refund at the stores discretion!

however have just contacted the store and informed them of this and the manager is still unwilling to give me a refund or replacement if that is the case with the mauufacturing fault. :(

OP posts:
cumfy · 04/10/2010 14:10

LL,

What about previous reports ?
Had they identified manuf errors and not informed you of your right to refund ?

cumfy · 04/10/2010 14:13

Personally, I would just F^&* them off and go straight down small claims route.

They are playing you like a violin.

Fimbo · 04/10/2010 14:17

Call the number again and ask to speak to a supervisor then tell them what the store have told you. Bloody disgrace. Hope you get it sorted.

cumfy · 04/10/2010 14:21

Stop getting dragged into their little game; its what they want.

They are being paid to sit on their arses in their call centre to string you along and sound helpful.

AshT · 04/10/2010 14:22

LL - I expected them to do that, sadly it's standard "customer service" in a call centre now, send the customer back to store, the store will of course do their best to help as little as possible.

Did you get names and reference number? Time to write that letter to the CEO.

cumfy · 04/10/2010 14:24

Do, however, tell them about this thread. :o

MsFire · 04/10/2010 14:25

Do you really have to put this word in the title of your thread. You disgust me.

jeee · 04/10/2010 14:26

We had difficulty with Sports World (doesn't everyone?) We by-passed their complaints procedure by (with some difficulty, and some experimentation) finding the email address of the Marketing Director. Following our email to him, we had a refund within the week. Is it possible for you to email the Mothercare big bosses?

Otherwise, I think I'd pick up a form to begin Small Claims proceedings. The threat of legal action tends to resolve issues magically.

Oh, and do remember as other people have said, it is for Mothercare to resolve the problem. Don't let them blame P & T.

cumfy · 04/10/2010 14:34

I've emailled their Consumer Press Officer. Perhaps she may take an interest in the matter.Wink

Hi Claire,

Some of your people don't seem to want to deal appropriately w a broken pram.

www.mumsnet.com/Talk/am_i_being_unreasonable/1053791-to-be-absolutely-furious-with-cunting-mothercare?msgid=21597494

Hopefully you have an MN account.

Kind Regards

Fimbo · 04/10/2010 14:37
Blatherskite · 04/10/2010 14:58

Grin Well done Cumfy

strawberrycake · 04/10/2010 15:08

I think there should be a sticky thread on mumsnet warning all mums to be about mothercare. I have never encountered the crap I've had from them anywhere else.

AddictedIsFeelingHappy · 04/10/2010 15:18

you know what i'm really worried now. this isnt the first time i've heard of mother care doing this kind of thing.

i ordered a travel system from them on saturday and am seriously considering cancelling the order and getting it elsewhere.

i cant believe that they are unwilling to refund a pushchair that has had to be repaired 3 times in the last 8 months that is completely and utterly ridiculous. possibly understandable if you'd spent £45 on it but £1000.

TigerFeet · 04/10/2010 15:31

I have had to deal with Mothercare Customer Careline today. They told me to ring the store. Which I did. The store told me to ring the Customer Careline Hmm. Which I did. I got a bit shouty Blush and told them that no, I would not be driving a 70 mile round trip to the nearest store to get a replacement highchair (and as it happens no store within about 70 miles had this one in stock anyway), actually they would be sending me the missing part from my highchair at their expense. Which they have now agreed to do.

My experience today tells me that if you are firm and tell them in no uncertain terms exactly what you expect to happen then they suddenly become more cooperative. If you get no joy from the person you speak to, demand a manager/supervisor.

This is really shoddy, good luck in getting it sorted.

AmazingBouncingFerret · 04/10/2010 15:35

Which Mothercare is this?

nickelbabe · 04/10/2010 15:42

LL "have just called the number ash had given me and spoken to an advisor. she said basically that once the pram is returned it comes back with a report and if it states in the report it is a manufacturing problem then i am entitled to a refund at the stores discretion"

the law states that you are entitled to a refund in this instance full stop, not at the store's discretion. Store's discretion means tehy can refuse if they want to - that's not the case if you have been sold unstuiable goods, goods that have a fault that is determined to be a manufacturing fault and goods not fit for purpose.
Which is what yours is.