Mamas and Papas - warning about service!

[Goodluckbear]

I think there was a thread about a similar thing with Mamas and Papas last week but I couldn't find it, so I thought I would just post this here.

I realise of course that perhaps my experience with this company is a one-off, so please do take this with a pinch of salt!! But despite the lovely products that Mamas and Papas have, I've found the customer service to be terrible.

I paid for some furniture to be delivered - one box was missing, and the delivery driver was incredibly rude and refused to take the boxes up to the nursery (you pay £40 delivery to a "room of your choice"). Pretty poor given that I'm clearly not going to be able to take them up myself, although probably what annoyed me most was that when asked to take them up he just said "not my job" and dumped them at the front door.

It is very hard, sometimes impossible, to get through to their customer service on the phone, and despite assurances they will call back I'm now three days on with no sign of the missing parts. The customer service people seem to be claiming that I never asked the delivery driver to take the boxes upstairs, so are digging their heels in on offering me a refund of the delivery charge.

Anyway, between being on hold for 20mins every time you call, to having to get the neighbours in to help you carry the boxes upstairs, to not being called back when promised, and now having to potentially take more time off work to accept the delivery (assuming they actually send me the missing parts) I'd say the service is pretty bad. And given they took the money off my credit card some weeks ago it seems a bit of a cheek!!

Obviously I'm posting this because I'm frustrated and feel like I've been scammed - but I've got no other options now apart from to vent on here...

GLB

I find them overpriced.. I think its ridiculous to be charged 40 quid and not have the furniture delivered to the nursery. What a rip off..

BTW I posted not too long ago asking for feedback on retailer preciouslittleone.com. Bought and paid for a cot mattress (which was 25% cheaper than high street stores), which arrived promptly the following day. Was happy with the service

I called the customer service line on Monday to find out about having a buggy repaired. Was kept on hold for 20 mins, when finally answered. They couldn't answer any of my questions. Told me to take buggy into store, they would be able to tell me!!!
Eh...you're called customer service line????

The staff instore were very helpfull though and buggy will be fixed and delivered back to my home address, apparently

Their customer service is quite simply atrocious - I have never dealt with such incompetent staff in my life. Their call centres are rubbish.

Saying that we did eventually get lovely furniture from them!

Yeah, I actually was starting to feel like there was some big fraud going on!! They have finally conceded they'll refund the delivery charge, but now we have to wait in all day for the missing box - so that's another day's work lost. Won't even guarantee morning or afternoon, just some time during the day. Hope they do the job and deliver it the actual room this time!!Not impressed with the attitude to be honest, but I suspect it is just the call centre and the courier service being used.

For the price paid, it's not worth it - my friend also recommends kiddisave.com (I think that's how it's spelt) so I suspect there are other companies out there offering a much better service. Thanks for the tip on preciouslittleone.com.

Hi HappyGirl!! Yeah, the furniture is lovely - and it was in the sale - at least once we get the missing stuff I won't have to deal with them again and I can start enjoying it!!

xxxx

I posted on the other M&P rant about the way they are dealing with a refund (badly). I also (stupidly) bought my car seat stuff from them and ordered a base but when I opened the box, found it to be an isofix base(not compatible with my car)although the delivery note said it was what I originally ordered. Couldn't get through to helpline or shop so drove to shop in the end and the assisstant rolled her eyes like it happened all the time. She wasn't rude but just seemed resigned to working for a rubbish company.

So they have buggered up everything I've bought from them really so next time I think I will go elsewhere.

Wish I'd known about this sooner - ordered some clothes back at the end of Aug. Arrived early Sept, two items sent back no refund, nothing. Tried to call, no answer. Emailed and a week later (today) finally got a response asking for proof of postage - which, fortunately, I still had in my purse. Have had to scan this and attach it to an email. Really not happy so will be avoiding them in the future.

I meant to add, the assistant in the store said, customer service was getting overhauled, and the phones were being answered by non mamas and papas staff??

Am short of money and as I don't have a land line I called mamas and papas to ask for a refund/spare parts for pushchair...they kept me waiting so long on the phone that it used up £10 phone credit on my mobile.unaccaptable

I bought loads of stuff from here including my cot and would NEVER EVER buy from here again. The service, without boring you all with the detail, was THE worst I have ever come across by a long way. I complained in detail to the Head office and they sent me some vouchers but would never buy from them again. The worst company I have evewr dealt with and not overly impressed with quality now I have the goods.

Their stuff is gorgeous but so over priced! And I never hear good things about their customer service.

We got everything from John Lewis. It all arrived together, all correct, easy to swap the stuff I'd changed my mind on too. If only I'd go their credit card too I'd have prob spent enough to get a few vouchers.
I'll go there for anything dc2 might need.
Also they aren't as expensive as you think. Prob due to the price matching.

We got a normal chest of drawers from Argos and a bouncy/ rocky chair from ikea. Much cheaper and will last longer than 'nursery' specific things IMO.

I'd agree the service from John Lewis is twenty times as good - any problems and they are so quick to rectify it, they really make you feel like a valued customer.

Katiepotatie - you're right, the phones (when/if answered!) are being answered by non-customer service people who just take your details and say you'll get a call back within 48hrs. But you rack up quite a phone bill getting just that far.

Also a crap company for customer service is www.pregnacypillow.co.uk. Stuff gets delivered quick enough but if you need to return or exchange anything their customer service is non existant. I should have realised when there was no tel number on their website or listed anywhere else for that matter. I have have sent 6 emails regarding an exchange and have not received a response to any of them. I have yet to receive my product despite them having my money I am understandably fuming. Please don't order anything from them!

If anyone is getting stuff delivered in the US, I just used a company called little granolas for some reusable nappies, and they were totally brill.