.... to expect an order to be ready when they say it will be?

[MummyofIsla]

I ordered my DD Christmas presents on the Early Learning Center website and received an email and text saying that the goods would be available to pick up on Sunday 17th after 2pm at my "local" Mothercare store (its easily a 45min drive from me.)

So I packed DD (16 months) into the car and arrived at Mothercare about 5pm to be told that they hadn't sorted my order (despite it being delivered) and that it wouldn't be ready for another couple of days. I told them that in that case I wanted it delivered to my house for free as I wasn't prepared to drive all the way there and back again. The shop assistant (and the manager) became very upity, telling me that this would be impossible and that it was my fault for not phoning the store to make sure my order was prepared.

Its now three days later and my order STILL isn't ready... grrr!

were they saying it had been delivered to the store but they wouldn't fetch it for you? Or that it hadn't been delivered yet? There's not much the staff can do if it's not there yet, but it is crappy to tell you it's ready when it's not.

Yanbu to be annoyed at the attitude that they gave you however if I were to make a 45 minute drive I would have called to check if it was ready.

YANBU.

I think this is now a case of escalating to the Customer Services at ELC. Your contract is with them. At the very least, they should be altering their email/text alerts - but really, they should be getting the local shop to get its house in order. on your behalf.

The order had been delivered by ELC to Mothercare and they were to prepare it for me. They just hadn't bothered to and because it was several items I was told that it wasn't possible for them to do it there and then. I know in hindsight I should probably have phoned but having received a text saying it was ready I just assumed. The petrol has probably cost me more than the order itself!

I have ditched the same packet of vests in the queue twice in mothercare this week and walked out. If anyone gets to the front of the queue with anything non standard (a return, order retrieval) the whole place grinds to a halt! So I am not surprised they couldn't find your order, and YANBU for expecting to get your order when they told you you could.

And I agree - if I got a text saying my order was now ready for collection (if that's what you got), I wouldn't think to ring the local shop. Why should I?

I've done "local" pick-ups from Jessops ("choose a local store that is convenient to you and we will text you when it is ready to pick up" - not sure if the "new" Jessops still does this) and never had a problem.

I would complain at this point if it should have been ready Sunday and it's sitting there but still not prepared the staff are just being lazy.

And yes I also agree if you've had a text why would you ring the store to double check? You shouldn't need to

Typical Mothercare - their customer service is shocking, truly shocking. Given that many of their customers are either pregnant and hormonal or postpartum bleeding or struggling with screaming babies and toddlers it is truly amazing that they continue to survive!

I'm surprised the manager was such an arse about it.

I wouldn't call a store to check if I'd had a text to say it was ready. Why should the OP need to do that? I think they should deliver it to your house, named day, for free.