To issue a claim against mothercare

[cornishmumtobe]

Hi there. First thread for me!

I ordered an expensive item from mothercare (£150 Mark) online and then cancelled the order via telephone 2 days later. I was told on the call that the order had been cancelled and then received an email confirming that it had been cancelled.

Last Friday (Over a week later) the item is delivered to me (I didn't realise what the parcel was as Yodel did not hand it over until I'd signed for it and I was taking in parcels all day from Black Friday) and the money was taken out of my account.

Called mothercare and was told that I had merely requested a cancellation it hasn't actually been cancelled and the only option was to return the item or allow them to collect it for a refund. Returning the item in store was not possible for various reasons (over 20 miles away, heavily pregnant, live up a cliff with no parking so hard to get the heavy box to the car).

Arranged a collection for today. Was told it would be collected between 8am and 8pm. Guess what? It wasn't collected.

I interned to tell mothercare tomorrow that they have to refund me and then arrange the next collection to suit me. They've been really adamant that they won't refund me until they receive the item but my view is they were not authorised to take that money, it's their cock up and I'm fed up of being inconvenienced.

If they still refuse.... WIBU to just issue a claim against them for my money back?

If they still refuse.... WIBU to just issue a claim against them for my money back?

Of course YWBU to do this. Just send the item back and get your refund. This claim nonsense will take twice as long and get you nowhere. Until you return item a refund won't be issued.

It was annoying they didn't collect the item today when they said they would. But you were obviously too late to cancel and the order had gone through. Not sure what you're actually claiming for. When the item is returned you'll get your money back.

Why do people always live on a cliff with no parking and nearest store is 15-20 miles away??

Always some over the top 'explanation'

They won't refund til they have the item back and rightly so too!

I had this with Argos once I waited in all day for collection of something..they didn't show but still gave me a refund £170.
All you can do is call them and tell them about the inconvenience you will probably get a voucher.

YANBU but you will not find anyone that will consider your claim (credit card company, small claims court) until you have tried to resolve things with the seller.

I would phone them and tell them you expect collection within the next seven days and give them an exact delivery window that you are available.

Keep copies of all correspondence and a note with details of phone calls in case these are needed later.

Thank you all for your replies! Good to know pregnancy has turned me into some unreasonable beast oops!! Will put myself at the mercy of the couriers once again and hope my £150 is returned before Christmas

I genuinely can't return it myself for the reasons I've stated (also genuine but I appreciate unusual for the MN audience) so I guess I have no choice but to wait in for another 12 window ho ho ho!

Also, sorry for the delay in replying, I just woke up having face planted my phone last night. Oops

Althoughyou can't raise a claim, I don't think you're BU. This is not your fault, as they told you that it was cancelled. However, you will have to wait for the goods to be returned before you'll get a refund. Kick up after that with your proof that they said it was cancelled and sent it anyway!

Just send it back. No idea why you want to do a claim on this. Its not faulty or broken you just dont want it.

They are crap at deliveries, I just waited 2 weeks for various items to be delivered and received the items in 4 batches! Must have cost them ££'s to do that

Could you not get your partner or a family member to take the box down the cliff and put it in the car, drive to Mothercare (20 miles is not that far) and get a member of staff to carry it into the store for you?

Oh Kraggle - I neither have the time or inclination to put myself or family out that massively to rectify Mothercares error. I don't know where you live but in the part of Cornwall I live in that is a long journey. Stupid lanes and ferry crossings

Monkey puzzle - I feel your pain!!!

OP hope this helps. www.which.co.uk/consumer-rights/regulation/distance-selling-regulations. I admit I haven't read it all!