I have just had to send mothercare this letter of complaint - has anyone else had a bad experience?
Ref: 366/9326915
To whom it may concern
I am writing with regards to the service I received around my Baby Plan.
I had originally opened my Baby Plan in your Lisburn store with a Silvercross 3D pram system, and then changed it to a Graco Evo travel system in lime, consisting of pushchair, carrycot and Junior baby carseat after seeing it in chilli in another store. I was told that Mothercare did not have the Chilli available, so agreed to take the lime, which would be changed to chilli when it became available.
I was then informed in store when making a payment one day that the system had become available to Mothercare in Chilli. I asked for my Plan to be changed to include the Chilli colour rather than the Lime. I was advised that this had been done.
Upon telephoning your customer service team to make my final payment of £120.97 via Credit Card as I was on bedrest for pregnancy complications, I double checked that it was the red pram that I was to receive for delivery on 21/03/2013. The customer services agent assured me that it was deffinetly the red colour I was to receive.
I then received a letter from yourselves stating that I hadn?t paid my final balance, and that it was infact the Pitstop colour of pram I was to receive, not the Chilli.
I rang customer services back on Monday 18/03/2013, and got a young male agent who was extremely unhelpful and told me I had no choice but to accept the Black Pitstop coloured pram as you could not provide me with the Chilli coloured pram. I asked to speak to a manager or senior, and he put me on hold, then came back and told me the manager was busy, but that again I was only able to have the Pitstop Pram.
I became increasingly stressed and upset, and given that I am heavily pregnant with severe complications in pregnancy find this type of treatment unacceptable. I asked the agent if it was possible to refund, and reorder the pram to which the agent said ??No, you?ve left it too late.?? This stressed me out even more, and I ended the call very upset and crying.
I then phoned back later in the day and got speaking to a customer service agent named ??Victoria?? who was much more helpful, and told me that if I went into the store and spoke to them, and explained that she had advised me to do so, then I would receive a full refund and be able to order the correct pram.
I went to your Portadown store as it was easier to access given how ill I am, and explained the circumstances to the ladies instore. One of them tutted and sighed, and stated she would have to phone customer services as ?this was ridiculous, her store was now going to loose £478.97 worth of sales.? And ?customer services couldn?t have said you would get a refund, they probably meant you had to take a new pram home today from here.? She was on the phone for a long time, while I became increasingly stressed and stated a few times that I just wanted my money. Eventually after a lengthy discussion and much sighing from the sales assistant, I was granted a refund, half on card, half cash. I did not expect to have to wait almost 40 minutes to get a refund that I deserved due to your company?s inability to order the correct pram.
This situation caused me great stress and anxiety, and I ended up in hospital on Tuesday 19/03/2013 with threatened preterm labour and having to have stress tests done as my baby was increasingly stressed due to my anxiety. I do not think that the service I received from your company was in any way satisfactory, and infact I have a good mind to report it to higher authorities. I also do not think that it is acceptable to treat customers with such a lack of manners, especially when they have spent close to £500 in your store.
Furthermore, the fact that I am having to write a letter of complaint to you at all whilst heavily pregnant is quite ridiculous. I am shocked and appalled at the customer service provided by your staff given your reputation among mothers and mothers to be.
I look forward to receiving your response to this complaint, and seeing how you plan to deal with the stress and anxiety caused by the ineptitude of your staff on this occasion.
Yours,
Astra Scott.
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Bad experience with mothercare?
6 replies
ARD91 · 21/03/2013 14:03
OP posts:
TrishkanOEUFak ·
21/03/2013 15:59
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