mamas and papas bad customer service

[tinkerbellie]

i just bought a new pushchair the moove in vapour from mamas and papas last month and the catch that you need it close has already broken, they won;t give me a refund and have taken it away for repair and it will three weeks
they have given me a ziko frankie and the harness is far too big for my daughter and is not attached at the shoulders and the keeps leaning forward and can parctically get off the seat
i have emailed them about this and they don't reply
i don't want this courtesy pushchair and i don't want my old one back now cos it's just gonna keep breaking

has anyone got any advice i don't want to go in and make a fool of myself but they reckon that my gurantee states it can only be repaired and not refunded (surley thats a statutory right?) it's been less than a month

can anyone help don't want to lose ?200.00

plus have the parasol and had to return that and wait two weeks for another cos it was faulty only had that back for a few days when the catch broke if i have to wait three weeks will never get use the parasol so have already wasted ?20.00

i thought mamas and papas werer supposed to be really good

Help

I think if you have already accepted a repair now you can't now insist upon a replacement or refund , although you could possibly have done so at the time by rejecting it. see here .

I have a vague recollection of mamas and papas being on watchdog for similar things a few years ago. Brakes on their 3 wheelers kept breaking but they refused to accept there was a problem. Things like that. No idea what you do in your situation. I thought all pushcahirs came with a 12 month guarantee - if it breaks again you should have a pretty good case for demanding a refund.

thanks for that
will email them that and see what they say
i don;t know why they do this it just mean that people end up bad mouthing them

thanks

I have had awful problems with them - the same thing broken pram to start with and no refund - let is know how you get on - they really do not have customer services - calls to this department are answered by the same women that take the phone orders. The mansgers are told NEVER to give refunds for faulty goods - seriously one of the mangers told me this - they only repair.

I've only ever been in one, and the staff were so completely unhelpful and we were so totally ignored I went and blew about £600 elsewhere.

Did you pay with your credit card, I got a refund in the most unlikely situation due to inteligent finance taking up my plight.
Good luck, I've never heard anyone who's 100% happy with their M&P pram, we bought the Bugaboo and their aftersales in fantastic.

Tinkerbellie sorry to hear you're having probs with m&p, I had a horrendous time getting stuff sorted with them - I'll nip off and try and root out my old thread as there were some good tips on there for getting things sorted - it took a while though and a lot of ranting on my part. Persistence and being as firm as you can really helps.

here's the thread, theres a post on there with the names and address to right to to get the company founders which may be helpful if you have to get really tough. M&p have an awful rep for their direct dealings, if you buy again better to go through third party like John Lewis as they will then fo the fighting for you if things go wrong. HTH

M&P thread

make that write not right ooops!

I will never buy fromn M&P again - all we can do is make sure friends etc don't buy from there to ensure that others don't have customer service problems - honestly to anyone reading the thread you would n't believe how disintereste they are - I have NEVER come across a company like it.

I bought about £1000's worth of stuff direct from Mamas & Papas about 4 years ago and we had awful problems with them, would never buy from again and its sad to see that things havent improved. Their customer care is really terrible,

hi just thought i'd ypdate anyone who's still interested.
i had to get it repaired as i had already accepted a repair it took them two and a half weeks i went to to the store to collect it and checked it for scratches before i left
when i got home i tried to stand it up and it kept falling overhad a look and they had managed to snap off one of the thivk plastic stand bits
so went back again to complain
was told that it wasn't them thathad damaged it it would have been dhl when they delivered it back to store!!!
i said i didnt care and they should deal with it as it was in their care the manageress said that hey could send it off for repair again and that she would rush it through and i should have it back in a couple of days i said that was no good and i wanted my money back she said that they don;t do refunds and it would have to be repaired and that they could send it to my house after so as not inconvenience me!!
i said i didn;t want to be without a pushchair again and thatthey had had it longer than me!!

after about an hour of having to just keep repeating that i wanted a refund and then refusing to take that loan pushchair again i eventually got my refund

i will never never never never buy anything from mamas and papas again

oh blimey. I don't fancy that much - I get so exasperated with them that I may just scream! I think we are going to dump our pram when I get a new one - but as you can see their customer service is seriousky the WORSE I have ever seen for any chain store - they are just not interested. The bit about your courier is funny as the manager in my store suggested I did n't send the pram back for a repair as he said the chances are it would be damaged by the courier in transit - nice to see they have faith in their courier too - you might think they would change the courier but they just DON'T CARE!

Incidentally do you happen to know is the rule is you have accepted ANY repair you can't then get a refund - what if it is a new fault? Can you then refund to accept a repair and say you are entitled to a refund. Does anyone know? Thanks

hi
i know they are crap
i think if you haven't accepted a repair and it is a new fault you are entitled to your money back or a replacement
i did say this when it was damaged the second time quoting the sale of goods act 1979 or whatever and she actually said to me that she didn;t know anything about that and that it was their policy just to repair i said it was my statutory rights and she still said that wasn't their policy. i said they didn;t have a choice as this act had been voted in by parlaiment and it was nothing to do with their policy but she still wouldn't have it
i would recommend you call consumer direct on 08454 04 05 06 i spoke to really nice woman and she quoted me a letter to write them and basically told me every thing i could do so speak to them before you accept any refund

duh??
i mean before you accept any repair
do you know aswell while i am ranting i must have had about twenty pushchairs between my two kids and i have never had one break or been given such bad service before

i also had a friend that ages ago bought a pram before her baby was born and changed her mind before she took it out of the box and decided she wanted a travel system (they didn't do the seat for her's) so she took it back and asked to exchange it they wouldn't swap it and would only give her eighty percent of her cash back as this item (that was still boxed) was now second hand and they reckon they would only be able to us it for display!!!!
luckily she got one that had been reduced so ended up costing the same but yet another piece of great customer service

Hello Everyone,

At the moment I feel like crying! I have just read your messages and it has really depressed me! I currently have a lone MPX chassis whilst my SECOND set has gone faulty like the first! Apparently the annoying vibration, screeching wheels and unlatchable front wheels are my own fault as I do not dismantle the chassis to do repairs to it on a monthly basis!

I have sent several emails which have been ignored and countless telephone calls that are not responded to, to absolutely no avail!

I wanted a pram that would last for more children (only on number one at the moment) but currently they only last six months!

Has anyone contacted watchdog or trading standards? Has anyone actually had any joy? All I want is to get my money back and get something more reliable! If I had known how bad they were I would never had purchased one!

At the beginning I thought my car seat was faulty to (since phone call it has not happened again) they told me to come into the store and they would check it. When I explained that, this meant putting my son in the car seat to travel 30 mins to the store, they said that was fine and they would give me a loan and get it repaired! Does anyone else know why I lost my temper with them?! My son was only five weeks old at the time!

Please someone give me some joy!!!!!

hi
like i said before call that number they are really helpful
you won't get anywhere on the phone with mamas and papas you are better going into store and stivking to your guns
i went and just refused a loan said it was unsuitable if i wanted hat one i would have bought it in the first place, i refused a repair the second time
i printed off the sale of goods act and took it with me because like the manager said thats not their policy!!
how can it not apply to them!!

they are pure rubbish if you manage to get your money back i would buy your stuff from places like toys r us and argos where they operate a no quibble return policy

some on here said they have been reported to watchdog before, you could try threatening writing to the papers about them i'm sure other peaople on here would be happy to bad mouth them, i would !!

Hi,

Thanks for the advise I think I will do that and if the papers are interested I know where to come!

I am actually going into the store at the weekend to shout until my throat is sore, hopefully I may have some joy!

Thanks again Lemmy

hi let us know how you get on

i went past there today and had to stop myself form telling people not to buy anything from there

I would think that like most things you buy they have to be fit for the purpose you buy them for and I would expect the pushchair to last at least for the first two years of a childs life perhaps reminding them of your rights might help
this might help www.dti.gov.uk/consumers/Fact%20Sheets/page24700.html

m&p still as great as ever then? i had problems several yeasra go with a pliko travel system, and enede up taking it to the tip and vowed never to buy from them again, but low and behold 4 years later i was seduced by the nice pram that i had seen and desperatley wanted it for dd,(before she was born) it was on sale as it was a discontinued fabric, so we ordered it and when it arrived put it away as we still had a few weeks to go, luckily instinct told me to check it about 2 weeks later and on assembling it the chassis was faulty (mpx) so i rang them and they said bring it in for repair, i said no way it is brand new, long argument ensued and in the end they agreed to exchange it for another pram, but as it wasn't in the sale ended up costing us £250 more than the origional. (probably why they accepted the return)
well everything was fine, we used the mpx chassis and the carrycot, in fact i would go as far as to say the carrycot was fantastic we used it as dd's bed as well, it was super comfy and has a great adjustable backrest, but when we first used the seat unit the leg rest kept collapsing and dd would slide forward under thenbumper bar (she was only 4 months) and then the back rest kept collpasing too leaving dd very startled and crying.
on the monday i took it back to the m&p store (after ringing the customer service line and being told to take every item back with me)and they denied anything was wrong, said the leg rest wasn't designed to stay up!!!! and got the ins tore engineer to come and look at the seat unit he supposedly fixed it so still unhappy but at least i had a 'working' pram i took it away again, only the next time i used it the same things happened again, so i rang customer services and trading standards who told me what to say, and to accept a proper repair, the pram was sent off and has only just come back after 4 weeks! luckily i had another pram i could use as the ones they brought out were not fit to carry a dog in, filthy and really old.
anyway its still playing up and i'm not happy so i am now persuing them with the help of trading standards under the not fit for the purpose as when the leg rest falls down dd slips and it is dangerous as i can't get the straps tight enough to stop her sliding down. will keep you posted as to progress.
but it is well known that m&p don't do refunds and the woman in the shop was very apologetic and advised me if i was ever to buy m&p again to buy from somewhere like john lewis with a decent return policy!