Mamas and Papas - a catalogue of errors

[Lizzietow]

Hi all,

I just wanted to warn everyone about my experience in buying nursery furniture from Mamas and Papas, which goes like this. Bear in mind that I have 2 weeks to go until due date now:

• Ordered a changing table/dresser, small chest and wardobe back in June

• By July had not been given a delivery date

• Several phone calls later (at least 4), which involved staying on hold for 20+ minutes to an 0870 number, we were given the number of their delivery firm (csd logistics). Of course we had to phone them - customer services couldn't do anything for us.

• It took another 3 phone calls to the delivery firm to get a date in place - which was Saturday the 28th August. This was around 2 1/2 months after we had ordered the furniture.

• In the meantime, we had already sent two emails of complaint to their customer services email address. To one we got a standard-ish reply which did not apologise. The other was ignored.

• On the day of delivery, we stayed in all day and it arrived at 4:50pm. The delivery driver informed us that he had been trying to ring us all day. He had been given the wrong telephone number (despite us repeatedly giving our mobile numbers in various conversations).

• The furniture was very difficult to assemble; the instructions were not clear.

• The drawer handles on the changer/dresser are missing.

So now I'm in the situation where I have to stay on hold for another 20 minutes to ring customer services to ask for the drawer handles. Needless to say we'll not be ordering from M&P ever again!

Sorry for a negative post - but just had to warn everyone!

x

I agree whole heartedly with you. My advice is to use small local independents to purchase baby equipment I will NEVER buy from Mamas and Papas again, their aftersales absolutely stinks.
Our Luna mix had been used for 16 months when the bumper bar snapped, great safety feature! After over half an hour wait on the phone my call was not answered so visited Manchester Fort store, they arranged a replacement, only one month later the buckle on the harness snapped this time the whole pram unit needed to be sent away, for repairs as the harness is fixed, into the seat. Phone response at call centre non existent... another trip to Manchester Fort. Now we have bought a buggy as Mamas and Papas could not guarantee a courtesy replacement -especially not the FLAGSHIP Trafford centre store, too busy selling to gullible first time parents to deal with customers with problems.
Now over 4 weeks later, no sign of a repaired pram, not one message/email/letter to advise what is happening. I've sent a email their service level agreement for response has passed, I've waited for over 20 minutes to speak to a young man who "promised" someone would "look into it" ...still waiting all the while they have got my pram... somewhere. So beware looks nice in the shop but remember the saying all that glitters...

Makes me want to go into the shop and make sure all those parents to be know exactly what to expect on the other side!

This thread caught my eye as the service in their Oxford Street store is pants too. I've never bought anything big there but on the three times I've bought things have had to queue for an age whilst they served the two customers before me. I now know that these customers were probably trying to get hold of the handles for their dresser or the bumper for their buggy!