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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
MinnieMooMoo · 21/10/2013 15:35

They're going to take it out of another kit... so it'll happen again?

bundaberg · 21/10/2013 15:36

i;m sorry but i agree with the others, you can't expect them to exchange something if you don't bring your side of the exchange!

i am sure your friend could take it to her local mothercare and explain the problem

but given that she wasn't that bothered about it, you maybe shouldn't worry too much either?

i DO honestly get why you're annoyed, but if your friend is happy with the item there isn't really anything you can do about it.

bundaberg · 21/10/2013 15:38

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

erm... they ARE doing you a big favour!!! they're ruining another item, which now won't be able to be sold, in order to give you a changing mat your friend isn't bothered about that they only have your word is missing

Personally I'd say that's pretty good customer service!!

Sizzlesthedog · 21/10/2013 15:44

I have this set, and the changing mat is separate, but IMO it's a crappy mat, about the size of a place mat. I haven't ever used it as it was too small.

LimitedEditionLady · 21/10/2013 15:49

Tbh if that was my shop ( obviously its not) and someone showed me the receipt and it was within a pheasible amount of time then id just give them the missing bit.in the grand scheme of things its not worth the argument,stressing the customer out and its good customer sevice.Theyve got a receipt as proof of purchase.They cant PROVE it wasnt in there but the shop cant prove it was so i dont think theres much necessity to fetch it back if the person says its not there then the mat wont be there .Really why would someone go so far for as bloody changing mat.If the store want to demonstrate the product for assurance thet can match the receipt to one off the shelf and show them.

NicknameIncomplete · 21/10/2013 15:50

I had a look at the link and it says that it has a Zip Bag changing mat. To me that would mean that the bag is the changing mat.

If it was separate it would say Zip bag and changing mat.

notso · 21/10/2013 15:58

I really don't understand this, your either bothered enough about the lack of changing mat to get it back and take it to Mothercare or your not. If you're not then you can't complain that they don't take it back.
They are willing to seemingly go against policy to give you what you want and you are still not happy.
What do you want them to do, pay for a chauffeur to take you to the store and then to your friends house?
Pay you minimum wage for your time?
I think most people would have just taken it back.

LucySnoweShouldRelax · 21/10/2013 15:58

I would assume that they will just give you a whole set replacement - because they would have to open another set regardless. So, I guess they'd like the other set back, so they know you're not cashing in on a whole new pack, two end up with two packs for the price of one, albeit with only one mat - does that make sense?

To be honest, trying to do this kind of thing over the phone is a fool's errand, a face-to-face chat with a manager (try and get in before lunch) will yield results 90% of the time.

In my experience, I've seen managers give full refunds for garments that were obviously used once and taken back (make-up, fake tan stains, perfume/deodorant smells) just to get someone out of the shop...

LimitedEditionLady · 21/10/2013 15:58

Its not doing you a favour,you did them a favour buying from them,they sold it to you theyre responsible for the goods.good customer service is not acting like everyone is a con artist.Its not spoiling another product,its the same amount spoilt because the other didnt have one in.they can reduce the one with the mat newly missing.not customers fault.

Sirzy · 21/10/2013 16:04

They are doing you a favour. If you haven't got the product they are not obliged to replace anything.

LimitedEditionLady · 21/10/2013 16:10

Its general customer service,theyd be doing you a favour to pay all the petrol back its cost!it has the mat missing anyway so what are they hoping to see.its daft if youve got a disappointed customer and its not their fault then retailers should do their best for them.This is not helping the demise of shopping in an actual shop.

Original poster
SweetSkull · 21/10/2013 17:24

Thanks to everyone who understand that my issue is not with the price or bloody changing mat.
If I was in charge I would give to the costumer a whole new set if they complained in store or if they complained via costumer service, I would send a new set by post if customer emailed me the receipt.

I would rather keep 2 customers happy and impress all their friends, than loose a profit of an item that's sold at £10.

Obviously my friend would like to have a full gift, who wouldn't?
She just didn't want me to go through hassle, but as a customer I just couldn't pretend nothing happened.

OP posts:
NotYoMomma · 21/10/2013 18:45

a whole New set Shock

I thought mothercare were borderline in the shit anyway

a whole New set Shock
posted Shock

Original poster
SweetSkull · 21/10/2013 19:45

Yep. Think about the inconvenience and embarrassment they caused to the costumer. I did my part, I paid for the item. They did not do their part which is provide the item. I spent more in their shop on that day. And it was only last week.

OP posts:
DuckToWater · 21/10/2013 19:50

Next time use John Lewis. I have complained about the quality of an item a couple of times and they have replaced the item, no questions asked, not asking to see it.

Original poster
SweetSkull · 21/10/2013 20:02

I bought an item on eBay two weeks ago. It was 1 litre alcohol hand sanitizer. It came in a sealed box but the actual bottle had already a whole in it as if someone got an used/second hand bottle and put alcohol sanitizer in it. I complained and they sent me another one very quickly. OTH once I bought fish food, from a eBay shop and it was supposed to be brand new but the food container was also opened/not sealed..it was clearly toped up and I don't know why I didn't complain at the time and they got away with it.

OP posts:
Original poster
SweetSkull · 21/10/2013 20:03

Will use John Lewis next time. I don't usually buy from them but now I can see why all the hype.

OP posts:
kali110 · 21/10/2013 20:13

Think yabu. Thats the policy most places!
Its not bad customer service you didnt bring the item back. They seemed perfectly happy to exchange or refund if you had just taken the bloody thing in.
Clearly your friend doesnt give a toss.

LimitedEditionLady · 21/10/2013 20:20

I worked for a big retailer and if someone had come with the same situation as the op the op wouldve been given another changing mat i cant say the whole set because they wouldnt but def the mat,no questioning,no embarassing,no ringing around 100 times winding the customer up.They even paid peoples petrol if the customer got mad.Its not the customers fault that the item wasnt right.

Original poster
SweetSkull · 21/10/2013 20:52

I think some posters here have some shitty friends who would make them go for all the trouble required to exchange a shitty changing much!
Thanks God my friend is nice enough not to make a fuss and accept gracefully whatever she got!

If only I had the same attitude....

OP posts:
LimitedEditionLady · 21/10/2013 21:03

Why has this gone onto if peoples friends are shit?thought this was about whether the shop should refund or not etc.

Original poster
SweetSkull · 21/10/2013 21:06

Because people are saying that I am making a big issue out of a shitty changing mat when my friend clearly doesn't give a shit about it.

I don't know why it is so hard to understand that it is or about the changing mat or the price I have paid.

Maybe it is something to do with my shitty English innit?

OP posts:
candycoatedwaterdrops · 21/10/2013 21:39

I'm not sure why you're being so aggressive. Hmm

LimitedEditionLady · 21/10/2013 23:00

Im not quite getting the bit about "shitty english innit" but yeah its a bit daft throwing in that your friend obviously doesnt give a shit i thought it was discussing the refund part and your friends appreciation doesnt really influence the shop.

Original poster
SweetSkull · 21/10/2013 23:42

Well I think I am done.
Sorry for the other post, it is not even anger, maybe frustration.
I am not even going to get a changing mat after all, how ridiculous would be me turning up to visit, probably when the baby is born, whit that shitty changing mat in my hands, no package, no nothing.
I am not going to wrap the changing mat in baby wrapping paper Am I?
I would rather get her flowers and a lovely CD for her to listen with the baby.
My friend got better gifts, it won't make a difference.
I know it is abut consumer's rights after all, but they don't deserve anymore of my energy.
I am sure she will also choose a fabulous baby bag with a good changing mat included.
Anyway, good buy mother care, maybe that is the reason why you are almost bankrupt. Your costumers are not happy.
And your buggies are ugly and shitty.

OP posts: