Do not EVER buy a Mothercare Xpedior - nearly killed my 8 week old baby today.

[BeyondDisgustedWithMothercare]

The chasis broke today with my 8 week old baby sat in the car seat on the frame. She dropped to the floor along with the chasis but was luckily unhurt.

I have discovered this has happened to two other people I know. And the sales lady in mothercare said a lot of Xpediors are being returned for different reasons.

So avoid at all costs!

On that note, avoid Mothercare at all costs - they have terrible customer service. At first they wanted me to take a loan Xpedior until they could repair this one. I refused to have another Xpedior, so they offered to exchange the pram up to the value I had spent on the Xpedior (I could pay the difference on a more expensive pram). This took over an hour to sort out.

I chose another pram but have had to take a loan pram until Monday afternoon. This loan pram is disgusting. I refuse to use it so have no pram until Monday.

I just thought I would warn everyone.

TNID You massively jumped down her throat, then blamed her for not being clear in her OP! Which she really was.

Disgusting- could mean anything from mouldy to not to her taste.

Mouldy- understood straight away as unacceptable for a small child.

That's a disgrace. I had a terrible time with mother are customer service. I chose an oyster which was delivered in my long term ex husbands name much to new partners disgust! The colour packs took months to arrive too and took several phone calls to track down.

Disgusting could 'mean anything' - and yet is specific enough to justify calling someone a precious snob?

You were really rude TNID, and now you're being massively ungracious.

Sorry to derail OP, will leave it there! Good luck getting it sorted.

Sorry you've had a fright OP.

Mothercare have THE WORST customer service I've ever come across. It shouldn't matter, but I've twenty years experience of running customer service centres, mystery shopping, customer journey experience etc and - as a customer - I could not have a lower opinion of their training, ethics, standard of care and management. It's such a shame, as their products (largely) are good.

Basic consumer rights allow you to have a full refund for faulty goods (I'm assuming that Mothercare aren't saying that you've somehow caused the damage by misuse etc), particularly if there is a QC aspect.

With an 8-week old baby, nobody is feeling the most confident when it comes to having to return an expensive item. They know this and should be bending over backwards to make you feel ok about having to return it, not making it a confrontation for you.

Pursue with their head office, although I suspect you'll get a very delayed response, if any response at all. Use the social pages, as retailers such as mothercare only respond to more extreme tactics.

Good luck.

Glad baby is ok, op. I'd have been beside myself. I couldn't do anything without crying at that stage so you have my admiration that you've been able to get as sorted as you have with it. Hope you have a better experience with your new pram. Give baby an extra tight cuddle to make you both feel better.

A friend had the exact issue a few months ago, the metal bar between the wheels clean snapped at one side leaving the pram dangerously lop sided.

Mothercare didn't even offer a loan pushchair.

how dreadful poor you!
what did you choose after?

Mothercare loan prams are awful. Perfectly adequate, but invariably filthy and in poor condition, they brought out several different ones for me to choose from when my bug chassis broke, one stank of beer and fags, one had a suspicious brown stain on the seat (amongst other marks, dried food and possibly vomit/milk) and the last one she offered me had a big tear in the hood and one of the front wheel lock clips was broken off. I gave up at that point and said id use my sling. I don't like putting my daughter in my own pram if it's dirty, and that's my dirt so to speak, let alone someone else's grime and certainly not in one that stank like the inside of a pub!

Poor you OP.
I had a similar experience when DD was 6 months old and the chassis snapped on her mamas and papas pushchair while we were on holiday.
Just for a comparison of customer service, they arranged for it to be collected when we got home (we were in the Maldives and thankfully had a baby carrier too) gave us a refund on the pushchair and also on everything else we'd bought to go with it (car seat, cot stand, foot muff etc) plus £50 goodwill.
I don't think it's unreasonable for you to expect similar treatment and it's certainly not for you to expect a clean loan pushchair.
I would go back and create merry hell.
Good luck getting it sorted.

I hope you get satisfaction soon OP. My experience of Mothercare is of appalling customer service. I think this has been highlighted for a number of years and still it appears that nothing has been done.

Mothercare are awful. I had a Mothercare stroller when DD was a baby and the handle snapped off in my hand while crossing a road, meaning I fell forward onto DD and the stroller collapsed under us. Mothercare couldn't have cared less as the stroller was more than 6 months old. They did send it away for 'testing' and concluded that the metal had snapped because I'd used it in the rain .

I involved Trading Standards and also the press but still they did nothing, not even a replacement.

I would never buy anything from them again, they don't give a shit about their customers.

I hope you manage to get yours sorted though OP

I wouldn't buy from mothercare, their customer service is so poor.

Amazon has best customer care, then kiddicare, then mothercare comes last on my list.

I've read so many terrible comments MN about Mothercare's poor customer service, I am sadly not surprised at this. Hope they manage to get it fixed properly or offer you a suitable replacement or refund, see this page from the CAB for more info.

Obviously this post is a few months old but what a joke some of you people are!! I have this push chair and the same thing happened, although I'm not to sure how her baby managed to hit the floor. mothercare ordered me a new one and was in store the following day! as for their push chairs being dirty (which yes they are I did not borrow one) but the only reason they are in condition they are is because of scumy people treating them like shit because they don't belong to them!!. I've used mothercare for 11 years and always been treated well when been a problem. tend's to be the people trying to get more out of it that have the bad things to say!.... its not mothercare putting children in their prams its you people so if you had more respect they wouldn't go back dirty!!! :)

Seen this review OP? trainingtobeamummy.wordpress.com/2014/07/07/mothercare-xpedior-problems-rearing-their-head/