plzz need help im trying to write an conplaint email back to mothercare does this sound right

[maddy17]

this is the first one i wrote to them
im writing to u to conplain about the bad service I got from mothercare I ordered a pram on the 3/5/07 and got a despatch date for the 4th and it says up to 5 working but because of bank holidays it should have been here on the 11th I did call at 4.30 but they said they couldnâ??t find my item n it will be send to me for Monday/Tuesday but when I called Monday they couldnâ??t find my order again and the lady said she will sort it for it to come Tuesday/ Wednesday but I told her I was promised it by Tuesday she was rude to me she said she would call the mother care store to see what had happened but 2 ta 3 hours later I still had no call from head office so I called them n a man named Paul sorted my problem out , when I called mother care to see if the lady from head office had called them they said no one had called so I just feel like iv been messed about my pram did come on the 15th but we have been stuck with out a pram for my baby . As I dont drive IV had to get people to take my 3 year old to school or get taxies there and back so for a pram at £279.99 its cost me more in phone calls to head office and taxies thank u Emma Adams this is there reply
Dear Miss Adams,

Thank you for your recent e-mail although I was concerned to hear of the problems you have experienced having placed an order with mothercare direct.

It is our intention to offer our customers hassle-free shopping but it is clear from your e-mail that we failed to deliver on this occasion. We have a commitment to customer service at mothercare which we take care to ensure is reflected in associated companies such as Parcel Force. Clearly you have received a very poor level of service and I offer my sincere apologies for the subsequent inconvenience you have been caused.

We train our staff to offer a quick and convenient service to our customers at all times. I'm sorry that this did not appear to happen in your case and we apologise for letting you down.

We are never complacent about the level of service we offer and are constantly monitoring our delivery processes through feedback from customers, so thank you for taking the time and trouble to contact us regarding the problems you have experienced.

Once again please accept our sincere apologies for the disappointment and inconvenience caused by this matter and I hope that you will shop again with mothercare in the future.
and this will be my reply does it sound ok

Thank you for getting back to us but the way my order was delt with im so disappointed. It wasn?t Parcel Force fault it was mother care head office where they deal with the orders. I think they should have called me Friday to tell me the pram was going to be late that would have been fine but no its me what had to do all the phoning around waiting in the house and getting taxies to pick my little one up from school. If any one asks me for any feedback about mother care I will tell them I was very disappointed with the service I got from you I also know a few other mums who are not happy with your services. Before all this happened I was going to buy my little ones walker and high chair from u but I think I should shop else where because I don?t want to get messed about again thank u for your apologies but its not enough. Thank u miss E Adams what do u think

I don't know what you want out of them .. they have apologised to you

also I would recommend you actually spell out words in emails and don't use text-speak

it sounds to me like you're expecting some financial recompense .. don't think you're going to get it to be honest .. I'd just accept the apology

Agree with Twiglett. It is very unlikely they will offer you any financial compensation.

Accept the apology and find somewhere else to shop!

thanks for your replys and feedback on the email im going to leave it its just they pissed me off with every thing

Mmm agree with Twiglett, they have apologised and Im not sure what else they will do for you. If you want to take it further I would not send the email back to the same person but escalate to a manager/copmplaints depsrtment and state clearly what you want from them.

something like:

thank you for your apologies, hosever I feel that in this case an apology is not sufficient. I am a loyal customer and had planned more purchases with you in the future.

I feel in the circumstances it is appropriate to compensate me in some way for the inconvenience and finacial loss I was caused by your error. My total spent in taxis (add whatever else) whilst without a pram was £XXXX, and I would appreciate some form of goodwill gesture as recognition of this.

Look forward to hearing from you etc etc

It is worth a try, I got £150 back from Bensons Beds when they messed up an order, all they can say is no.

Agree with Twiglett, you have your pram within what many people would consider a reasonable amount of time(less than 2 weeks) and an apology, what else are you hoping for. It makes hard reading tbh and I'd suggest you edit it a bit to amke it clearer. In the original one I can't tell whose fault it was as you don't specify who you spoke to where. It isn't their fault your 3 year old was due at school(?!) during the 4 day delay and that you decided to make alternative arrangements but surely could have have borrowed a pram or sling in the meantime if needs be ?