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Original poster

I complained to mothercare and got such a crap reply!

27 replies

Wallace · 17/02/2007 07:59

I wrote polite email to them mentioning that my new highchair had said it was machine washable on the packaging, but says it is sponge-clean only on the highchair itself, and the reason I bought the highchair was because it was machine washable.

This is their reply:

"Thank you for your e mail although I am concerned to hear that you are unhappy
with your booster seat.

We know that our customers depend on us for the best products and services. So
we try to always make our product information as accurate information as
possible. I'm sorry that you feel we haven't been as straightforward as we
should be.

We do appreciate your feedback as it provides us with the opportunity to improve
the service we are able to provide our customers so thank you for taking the
time to write to us on this occasion.

I have forwarded your comments on to our buying team so that this can be taken
into consideration and our team will be able to use your correspondence as a
valuable reference.
Although I am unable to promise you immediate changes I can assure you that your
comments will be taken into consideration for our products in the future.

Thank you once again for writing in to us."

What do I do? Can I take the highchair back even though it is very used? Do I write them a slightly less polite email?

OP posts:
possumhead · 17/02/2007 08:14

That is a rubbish reply from such a big company.
I would send them another e-mail saying that you are unhappy with their response and asking what they are able to offer you as the product has been mis-represented. Also follow-up in writing.

ernest · 17/02/2007 08:17

I got a highchair from mothercare that was crap. It had only been used a few times and the plastic coating split, so the seat slipped forward rendering it unusable blah blah blah.

I complained to one shop and they basically told me to get lost, tough, so I went to another branch and they gave me a refund. Maybe you could actually take it into a different branch and demand your money back. at the end of the day, you are entitled to your money back, as as far as I'm aware it has to be able to do the job it claimed to be able to do, ie be machine washable. I'd mention this, plus trading standards. Maybe that plus a scene on a Saturday morning, plus a slightly kinder manager will be enough to swing it for you, it worked for me in a very similar situation with the same shop.

How old is it?

fizzbuzz · 17/02/2007 08:20

I think they have broken the law. I teach consumer rights at A level.

You bought it because box said machine washable, but the item inside was different. I think you have them under the "Trade Descriptions Act.

Contact Trading Standards, they will know

harpsichordcarrier · 17/02/2007 08:20

I would call them and tell them you are going to take the highchair back - how long have you had it? and tell them you want an exchange or a refund.
follow up the call with a letter to say I am going to come into X branch on X day and ask for a refund or exchange because the product was misrepresented. then take the correspondence in with you
that's what I would do

lazyline · 17/02/2007 08:24

You do still need to prove purchse though. A receipt is not necessary, you could use a credit card statement, or maybe an email order confirmation if you bought online. If you are nice in store, they may sort you out anyway.

Original poster
Wallace · 17/02/2007 08:28

ooh thanks

I bought it on 18th of Jan this year, so only a month old, but getting really flthy - think BLW and mashed potato

This is really helpful, I think I will go down the route of another email and a letter (I'm rubbish at phonecalls). Mothercare seem to have completely missed tthe point that this highchair is no use to me because I can't machine wash it.

It is this one here

OP posts:
harpsichordcarrier · 17/02/2007 08:29

the important thing is to be specific about what you want i.e. a refund or a swap

Original poster
Wallace · 17/02/2007 08:29

I haven't got the receipt, but I did use my debit card. I think I would need my money back as I really need the type of highchair that clips onto the table, and this is the only one they do.

OP posts:
ernest · 17/02/2007 08:35

well, I still say, get your bank receipt and march into a shop. much more likely to get a refund than if you send off e-mails which they've got time to think up arguments against. If you go into a shop, you're likely to get a result there and then, and if you're unlucky, you've still got the email rout open to you. this way it could all be over and done with instead of dragging it out, but you still then have the option to persue them via email if nec.

ernest · 17/02/2007 08:37

btw, I'd print off that page where it clearly states machine washable and as it clearly isn't they haven't really got an argument and they'll have to just take it back and give you your money.

franke · 17/02/2007 08:57

If I was in your position, I would machine wash the cover anyway. If it gets ruined (and, actually, I doubt it will on a gentle 30 or 40 deg) then I would take it back, complete with a print-out of their catalogue page and demand your money back. I only say this, because I often wash things that say not machine washable and they're fine. If it washes okay, then that's what you want isn't it? If it doesn't wash okay, then they really don't have a leg to stand on.

WestCountryLass · 17/02/2007 10:33

That sounds like a standard issue response, I would e-mail them again and ask for a specific reply to your problem.

fizzbuzz · 17/02/2007 10:54

Look at this, bullet point 4.
here

fizzbuzz · 17/02/2007 10:54

Mothercare will exchange if you go to a store, I'm sure

LIZS · 17/02/2007 11:00

It is not as described so they are breaking the law. Threaten to contact Trading Standards unless you have an assurance that you can have a refund and that they will amend the packaging/advertising to reflect the product accurately. I did this with Argos last year (where you don't see the packaging until after you buy so cannot check) but it turned out that it was the packaging which was erring on the side of caution not the product being misdescribed in their literature as such - they amended their website description to state this.

WideWebWitch · 17/02/2007 11:02

What a WEASELLY reply! Agree, take it back, stand your ground.

fizzbuzz · 17/02/2007 12:25

Sorry, bullet points 1 and 2 and 6.......

Aimsmum · 17/02/2007 12:47

Message withdrawn

MakemineaGandT · 17/02/2007 13:13

You are entitled by law to a full refund - the item they have sold you is not "fit for purpose" i.e. they told you on the packaging that it was machine washable and it isn't. Just take it back and demand a full refund. Any hassle, report them to Trading Standards.

edam · 17/02/2007 13:21

Everyone's right, you've got them on 'not as described' and 'unfit for purpose' under the Sale of Goods Act and for misrepresentation too (think misrepresentation is common law.

Original poster
Wallace · 17/02/2007 21:46

Good idea aimsmum

Thanks for all the replies. It will be a while beofre I can get to the nearest mothercare, but I will email to tell them that I will be demanding a refund.

franke - I've had a look to see if I could wash it anyway, but the cover doesn't seem to even come off the frame

OP posts:
Thelittlesoldiersmummy · 17/02/2007 21:49

I wrote the same kind of letter to M&S but my issue was the silly girl on the till never gave me my switch card back too busy talking to the girl taking over her till anyway they must have a script as the reply was almost identical!

franke · 17/02/2007 21:51

Well that really is just ridiculous - throw the book at 'em. Seriously, it makes their reply appear even more rubbish, because it just hasn't addressed the basic problem i.e. that they have messed up on their package labelling and have mislead you.

yackertyyack · 18/02/2007 21:34

Wallace,

We have that highchair and the seat can be washed - I wash it by hand and it comes up lovely. HTH

Original poster
Wallace · 18/02/2007 22:05

can you get it off the frame?

OP posts: