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AIBU?

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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:
hazelnutlatte · 21/10/2013 14:25

I have this set and can confirm that the changing mat and bag are 2 separate items

NotYoMomma · 21/10/2013 14:26

not that it even matters lol

Original poster
SweetSkull · 21/10/2013 14:28

The description on the website is wrong but on that paper that is around the bag says it is a separated changing mat. And I also know it because I have seen similar item in another baby shower.
Also the one I got is not supposed to come with cotton pads, didn't come with any, but didn't announced it.
oh well, I guess I'm not buying closed packets as gifts anymore.

OP posts:
dubstarr73 · 21/10/2013 14:29

1 x Johnson's Baby Oil 100ml
1 x Johnson's Baby Top To Toe 300ml
1 x Johnson's Baby Wipes Fragrance Free 64
1 x Cotton Pads 50
1 x Money Off Coupons Worth £5
1 x Zip Bag Changing MatHalloween Confused
1 x Johnson's Baby Massage Guide
Its there in black and white

Original poster
SweetSkull · 21/10/2013 14:29

Maybe they have different batches

OP posts:
dubstarr73 · 21/10/2013 14:31

Did you try and open the bag and seen if it became the changing mat.

Original poster
SweetSkull · 21/10/2013 14:31

Thanks so much hazelnut I thought I was going mad

OP posts:
SHarri13 · 21/10/2013 14:31

Why the OP bashing. There was something missing for goodness sake!

OP complain, it shouldn't matter how much it cost it should still contain everything it advertises to.

Original poster
SweetSkull · 21/10/2013 14:35

There were lots of women there checking the package description and looking for the changing mat and everyone astounding on my behalf but obviously MN etters know best.

OP posts:
SHarri13 · 21/10/2013 14:36

From a quick google it is clear that the mat is separate.

Mckayz · 21/10/2013 14:37

Because Sharri, the OP doesn't seem to understand that she needs to prove that there is something missing. You can not just turn up at a shop and say "Oh this was missing, can you replace it?"

Then there would be nothing to stop people going back with reciepts saying that they were missing things that actually they weren't.

And I also had that kit (gave it to a friend last week) and the bag most certainly became the changing mat so they must do other kits.

Original poster
SweetSkull · 21/10/2013 14:38

Thanks SHarri

OP posts:
NotYoMomma · 21/10/2013 14:40

it doesnt even matter

OP cant take it back
mothercare can't act

the end

what would she complain about? they have offered a solution that she can't/ wont do, her friend is clearly not that bothered

Original poster
SweetSkull · 21/10/2013 14:43

this one is the one

and does not come with cotton pads

OP posts:
NotYoMomma · 21/10/2013 14:45

so?

Original poster
SweetSkull · 21/10/2013 14:48

I understand they can't do much if I don't have the faulty item

I'm not as thick as I might appear and English is my second language so maybe I'm not expressing myself properly.

However any person can buy any closed gift set and than take something out and complain it was missing, can't they?
So their policy don't protect them really.

OP posts:
AmazingBouncingFerret · 21/10/2013 14:52

Have you tried phoning your local store or have you only spoke with customer services?

AmazingBouncingFerret · 21/10/2013 14:56

I only ask because there IS a simple solution. I can't speak for your local store itself but when this sort of thing happened at ours, we asked only for the customer to bring in their store receipt. The missing item would then be taken out of one we had in stock and then that product would be declared missing parts/faulty and sent off.

Otherwise we'd have ended up with quite a few disgruntled customer having to drag in half assembled toys/cots/etc. Saves all the hassle really.

Original poster
SweetSkull · 21/10/2013 14:57

I will boycott mothercare from now on .
Once I gave another friend a £25 gift voucher that had £0 in it

My friend had to call me and ask for all the receipts details.

On another occasion I gave my other friend a beautiful Dalmatian onesie pyjamas for her daughter. The zip broke on the second time she used it.

Clearly I have no luck shopping with mothercare.

OP posts:
Laurel1979 · 21/10/2013 14:58

YANBU. Yes they have to "take your word for it" but surely anyone with any sense would realise that you are hardly going to go to major hassle to commit fraud, just to get a changing mat! I would have thought the big chains wouldn't have quibbled about this. I've had a similar situation when I bought a 2 pack pyjamas and there was only one pair, they just accepted my word and sent a replacement with no hassle

Original poster
SweetSkull · 21/10/2013 14:59

Thanks amazing. Will do what you suggested right now.

OP posts:
CaptainTripps · 21/10/2013 15:02

I'm backing the OP here.

Bloody hell - you buy something in good faith. You find that the product is missing a crucial element. It is too inconvenient, for whatever reason, to return it, but you let the company know. Life is busy after all. They don't want to know unless you fartarse around to get it back to them.

This is a well-known, well-trusted company who aren't shy of having made a few bob themselves.

For disappointment alone, I would expect a £5 voucher as a goodwill measure. And I would get it as well. I'd be thankful for that.

You MNs sell yourselves short. And the more you expect shoddiness like this, the more they think they can get away with it.

Original poster
SweetSkull · 21/10/2013 15:24

Update.
Called them and explained the problem.
Shopping assistant said I had to go in store with item to exchange (and she did check the package description and there was a separate changing mat)
I than proceeded explaining why I don't have the item but she said she couldn't exchange whitout it .
So I tell her anyone can buy packets and sets, take stuff out and go for a exchange to get stuff for free. Would I be going through all the hassle to steal a changing mat? And if that was the case I would make sure I was using the correct procedure just to make sure my stunt would work, wouldn't I?
She than tells me I need to talk to the manager, but after waiting on the line, manager is busy but assistant tells me I can go in-store with receipt and as a gesture of good will they will get a changing mat from another pack and give to me.
As though as they are doing me a big favour.
I'm going there on Thursday because I have to be in that area anyway. Otherwise I wouldn't bother.

OP posts:
Original poster
SweetSkull · 21/10/2013 15:29

My biggest disappointed is that it was a baby shower gift for my dear friend's first child.
She wouldn't give me the item to exchange knowing it is a hassle for the sake of a small changing mat.
I need to get 3 trains to travel to her.

OP posts:
CaptainTripps · 21/10/2013 15:29

I would ring Head Office and go as high as you can. For me, this is more about the principle and their laissez-faire attitude than a poxy changing mat.

You get better results for shoddy service that way, too. Also HQ never get to hear about fuck-ups like this unless you complain via headquarters.