I am unlikely to have a cot in time for my baby’s arrival, which is imminent, thanks to Mothercare’s dreadful customer service. In July I placed an online order that included a bedside cot. The website advised that for all nursery furniture items I would be contacted by the courier service within 48 hours to arrange delivery, which would take place within four to seven days.
Three days later there was no contact, so I rang Mothercare, and subsequently received a text from courier company DX to book my slot. But the delivery didn’t happen “due to network problems”, and I was forced to ring Mothercare customer services at least six times, when I was given various excuses and told that the problems were at DX’s end as the items had definitely left its warehouse. I also contacted Mothercare through Twitter, and it said to “give it another day and see if the goods turn up with DX”.
Finally, I was offered a refund or replacement, but I explained again that with the baby due shortly I couldn’t order it again and still needed a cot! In the end, I ordered another via Amazon, which offered next-day delivery for £50.
I wanted a refund plus the difference in price and a goodwill gesture, but all it has offered is 10% off any cot (which I can’t order anyway because it wouldn’t be here in time) and free delivery. This has been extremely stressful. ND, London
It is very disappointing that Mothercare was not able to meet its own promises on delivery, as getting nursery items on time is clearly important. The company confirmed that the product had been “lost” between its warehouse and the carrier service, and after responding quickly to us it apologised and said it had arranged a full refund, also offering 10% off another product, which you (understandably) declined as you only had four days to go before the baby was due. It has subsequently offered a goodwill gesture of £35, which you accepted, and your cot did turn up on time via Amazon. Phew!
A Mothercare spokesperson said: “We would like to offer our sincerest apologies for the inconvenience and disappointment our customer experienced with this order. It is our intention to offer our customers hassle-free shopping, but it is clear 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 the level of service we offer and are constantly monitoring our delivery processes through feedback from customers to ensure errors of this nature will not recur.”
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
