Be warned: Mamas and Papas - great products but TERRIBLE customer service

[cubed]

Just wanted to warn prospective purchasers...

I set up a Gift List with M&P and am coming to regret it despite loving their range of goods.

Firstly they changed the delivery date without letting me know. I originally selected 4th Oct and then when I went back online to check something it had mysteriously changed to 18th Oct. I would never have agreed to that originally as it is too close to my due date. I rang up and after waiting 16 minutes on hold was told 'oh, they sometime change the dates if we're busy'. Was someone going to check with me first though??

Anyway, I negotiated with them for delivery today and the stuff was delivered. It appears a number of items I originally selected are not included despite the fact that these were selected and paid for by my parents (I know as they aren't very PC literate so I helped them with the online transaction).

I went on the website to check my list but unlike all usual lists you can't get access to what you originally selected and there is nothing on my account to show that I ever set up a list.

So I rang up again and after a long wait got put through to an 'overflow' service. They took my details and someone will ring me back within 48 hours. Wonder why they are so busy... could it be there are a lot of complaints and queries? I know at my yoga group that moans about M&P are a regular occurence.

Anyway, just wanted to let you all know. My suggestion is buy direct from your local M&P store or if you have to have stuff delivered deal with the professionals ie. John Lewis!

I was supposed to have received a delivery from them over a week ago that never arrived, though they claimed it was delivered. They're investigating what's happened and assured me they'd get back within 24 hours, but haven't. It's quite a substantial order and I need to know if I am going to get it soon or if I need to place an alternative emergency order for immediate delivery from another company. Never again will I order from them.

I agree with you OP. We had a furniture set delivered, came 6 hours after the delivery slot because apparently the driver changed his route the morning he went into work. He then took the furniture upstairs to the nursery because I asked him to and then went on to scratch my whole staircase wall and landing paintwork. When I rang customer services to complain I was told they wouldn't do anything for me because not sticking to delivery times is in the small print and the driver was doing me a favour by taking the furniture upstairs as I'd not wanted to do it myself!

I must say though the help we got in the Milton Keynes store was brilliant after we found out our little girl was in fact a little boy

Yes! I have only made two purchases and both were marred by poor service! I ordered a maternity costume in September online and they just didn't bother to phone me to pick up. Finally I went down there and they were all nonplussed: 'Yes, we have it'. They were supposed to phone me when it came in. No apology or anything. So I said lightheartedly, 'Gee, lucky I came down, eh?', to which the woman replied, 'Yes.' Humph.

Second time they sent me a £5 e-voucher after my online purchase so I trundled off to see what they had. I found some bargain maternity clothes on the sale rack but when I proudly presented my voucher, assistant was like, 'Um, where did you get this?'. I told her but she said it didn't have a barcode on it, implying it could be fake! She did end up letting me have it but not without some innocent doe eyes on my part.

During this time a 'local lass' came in to ask if they had any job vacancies. She was very snottily told that a stint at Costco was not customer experience enough and sent packing - obviously wrong accent imo! Lawks, I know who I would rather deal with over those miserable cows!

John Lewis all the way, M&P stuff isn't even good quality and is so over-priced

Oh dear, how I wish I had found this thread before! Am in the middle of a nightmare with M&P delivering of a pram. Stayed in all day yesterday, called them 3 times to be told they couldn't give me a time for delivery but that it was on its way...NOTHING delivered, no apologies, no explanation.

Called them today to be told that because it is Saturday they cannot confirm with the delivery company what happened, when my item is going to be delivered and why it has not been delivered. So today I have to stay put again for 8 hours to see if it will turn up...otherwise I have to wait till Monday, to reschedule a delivered and then it MIGHT turn up....but of course, I have to wait all day at home again for it....

Absolutely shocking customer service, they do not care at all after they have taken your money. I was afraid to use Kiddicare as I thought their website did not look that 'cool' only to discover that they are FANTASTIC and always cheaper!!! So I know who I will use from now on: Kiddicare all the way, and NEVER AGAIN will I order anything from Mamas & Papas!!!!

My advice: do not use M&P!!!!!!!

Kiddicare isn't necessarily cheaper. I got my Phil and Teds from John Lewis £60 cheaper than the same pushchair on Kiddicare. Kiddicare said they would match the price but I went with JL in the end as I have one nearby so can take it back easily if I need to.