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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To complain to mothercare and what should I do?

77 replies

SweetSkull · 21/10/2013 13:15

My friend was having a baby shower so among many gifts from various shops I got her a Johnson's newborn starter gift pack from mothercare. The pack is suppose to come with some toiletries, wipes and a changing mat. I bought it because I thought the little bag and changing mat would be perfect for quickly journeys. When friend opened the pack I was very disappointed to see that the changing mat was missing. I wrote to mothercare customer service and they told me to contact the store directly. I than explained that I still have the receipt but I left the pack with my friend and I wouldn't be able to spend time and money to go back to hers, get the item, go back to the store, swap the item and give the gift back to her. Its just to much hassle for the sake if one small foldable changing mat. They than replied that they can't help and I should try to sort it out in store even if I don't have the item. Well I tried to get the item off my friend whilst I was there, told her I could try and swap for another one or something else but she didn't want me to bother. But I am disappointed that my gift wasn't what I was expecting and customer services won't help.

OP posts:

ChairmanMeoww · 21/10/2013 13:27

You could try contacting them on Twitter/Facebook where there is more public scrutiny on them to help.

However, it's not clear from your OP whether you were there when your friend opened the present and realised the mat was missing. If so, you should really have taken the present back with you to return as it is a bit of an ask for Mothercare to take you/your friend's word for it without presenting the item back to them.

Original poster

SweetSkull · 21/10/2013 13:37

Yes I was there. She wouldn't give me the item back. But is it unreasonable to buy something and expect it to come in perfect condition with no missing parts? The item was sealed so if I had opened in store to check inside it wouldnt look brand new. I know that mothercare has just my word for it but should I have snatched the gift from my friends hand against her will? No I don't think so. But should I just not complain and be frustrated that I gave my friend a faulty item on her baby shower?

OP posts:

ChairmanMeoww · 21/10/2013 13:42

If she wouldn't give you the item back to allow you to return it then YABU to expect Mothercare to refund/replace. Mothercare need to be able to assess the item and you cannot reasonably expect them to do that if you cannot show them the item.

If you had the item, plus receipt and they refused to refund/replace then of course YANBU to expect them to make amends.

Original poster

SweetSkull · 21/10/2013 13:52

Really
Anyone can take any item out of a packet and complain it was missing. How would they know? There was no way one would know the item was missing whitout opening it.
And even if I had the item they could argue this.
Johnson's website is American, I can write to them too, I have the batch number.
My friend didn't want to give me any hassle. That small foldable changing mat won't impact on her baby's life.
But I'm annoyed I paid for something I didn't get even though it was only £10 or so.

OP posts:

NotYoMomma · 21/10/2013 13:54

if you cant take it back to swap then you just suck it up imo

tiredoutgran · 21/10/2013 13:57

Was the changing mat actually missing? The bag opens out to be a changing mat rather than it being a separate mat within the bag, I just wondered if you got confused as you don't mention that the actual bag was missing!

Also, I wouldn't expect any retailer to sort out a problem without the actual (complete) product being returned.

Original poster

SweetSkull · 21/10/2013 13:58

So answer me :
How would they know that I didn't take the item myself to claim it was missing?

OP posts:

Chippednailvarnish · 21/10/2013 14:01

Why would anyone be arsed to return a £10 item just so they can steal a changing mat, to then be given another changing mat in the replacement?

YABU.

Original poster

SweetSkull · 21/10/2013 14:03

http://www.mothercare.com/Johnson%27s%C2%AE-Baby-Starter-Gift-Pack/450082,default,pd.html#q=Johnson's gift set
There was a changing mat, it's not the bag that opens to turn into one.

OP posts:

Original poster

SweetSkull · 21/10/2013 14:04

again

OP posts:

Mckayz · 21/10/2013 14:06

I used to have that and the bag turns into the changing mat.

NoForkNKnife · 21/10/2013 14:09

It calls it a "zip bag changing mat". So I take that to mean the bag...

NotYoMomma · 21/10/2013 14:09

its just standard isnt it?

if they get it back to exchange they can potentially send it back to johnsons and sort it out from there

its just the way busnisses operate

Original poster

SweetSkull · 21/10/2013 14:09

Why would anyone be arsed to complain to customer service and go make a fool of themselves in store with only a receipt to show?
Would you think they are lying through their teeth so they can have an extra changing mat.

It's not about the price.
It's about the hassle, inconvenience and not getting what I thought I was getting.

OP posts:

ChairmanMeoww · 21/10/2013 14:11

The bag unzips to become the changing mat.

This is why shops need to see the item rather than blindly refunding on the basis of a customer's word when they could well be mistaken.

Mckayz · 21/10/2013 14:11

Yes I imagine some people have or will do that. It is common sense to know that you need to take the product back to the shop if you want to exhange it or get a refund.

Original poster

SweetSkull · 21/10/2013 14:11

Look at the photo.
there is a changing mat, the bag does not open to become one.

OP posts:

redcaryellowcar · 21/10/2013 14:13

I had a good experience with a toy that arrived from moithercare broken, it was made of wood so had splintered, the lovely lady said not to send back as they would take my word for it and sent out another one, it was an internet purchase, but maybe worth calling them again, as you might have spoken to someone having a bad day?

ChairmanMeoww · 21/10/2013 14:14

It is described as "Zip Bag Changing Mat" - the photo demonstrates how the mat will look when unzipped.

No doubt the sales assistant handling the refund would have been able to show you this if you had taken it back to Mothercare.

Mckayz · 21/10/2013 14:14

I have done. It's another bag sat on a changing mat. I had it. I know how it works.

MrsOakenshield · 21/10/2013 14:14

I'm afraid that Mothercare aren't doing anything wrong - they seem to be happy to provide you with a replacement if you return the 'faulty' item. Which you won't. I don't quite understand why your friend won't let you do so, but presumably she's happy with what she's got?

MokuMoku · 21/10/2013 14:14

They have two in the photo to show it open and closed.

It doesn't list the bag separately.

Original poster

SweetSkull · 21/10/2013 14:15

I was there , I had a look at the bag.
The bag does not become a changing mat.

OP posts:

Mckayz · 21/10/2013 14:19

Well if you and your friend won't take it back then there is nothing you can do and Mothercare are doing nothing wrong.

I hate/love AIBUs like this.

OP:AIBU
Everyone: Yes
OP: no I'm not.

I am still 100% sure the bag will turn into the changing mat.

Chippednailvarnish · 21/10/2013 14:25

What McKayz said...

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