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Mothercare Reviews

3.2 Rating 192 Reviews

54 %

of reviewers recommend Mothercare

Company Reviews

3.2

Based on 192 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 36%
Accurate And Undamaged Orders	Greater than 60%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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Mothercare 2 star review on 31st May 2021

Mothercare 1 star review on 16th November 2020

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor customer service with online shopping. Item advertised online and only to email me 4 days later my order has been cancelled with no further explanation, however, the money is pending from my account for 5 days already and I cannot use it. Customer "CARE" Julia manager hiding behind staff-" being very busy". After 45 min on the phone, no compensation has been offered until I asked for it. They offer me their own brand Stroller, which I do not want for my child. The quality of Stokke and Mother care brand is not equal, and they are dictating what brank to use by offering their cheap product. Keep apologizing but no actions taken.”

Posted 5 years ago

“I ordered an isofix 360 maxi cosi car seat. Was never advised it had arrived, I popped into the store and the seat had arrived but no notification had been sent! I requested help with the fitting and staff were happy to oblige. The seat was fitted but I was not happy as the base of the baby car seat did not touch the main car seat and the was a lot of lateral movement . The staff insisted it was safe I refused to accept this. They were helpful and tried the Joie 360, again I felt the fit was poor and once fixed there was too much movement, still the staff members insisted it was ok. I refused to take either seat. I felt that the staff did not have the expertise to provide this fitting. I researched both car seats and no reviews commented issues with poor fit. I eventually went to a local baby equipment supplier and tested the seats In my car again, the seats both fitted well with non of the issues experienced when at Mothercare. I purchased and had the seat fitted at my local Baby Planet store and I am satisfied that the seat is now fitted correctly. Extremely disappointed with Mothercare's fitting service, when I mentioned this in the mothercare review they refused to publish it. The staff at Mothercare were very helpful, but felt that they did not have the expertise to fit the car seat safely. This was at the Leicester store.”

Posted 5 years ago

“Customer service is the worst I have had in a long never order from onlineor store Dealing with wild cowboys go to John Lewis such better service and customer service team that care! Just just give your money! Read this from guardian! Mothercare’s share price has slumped after it issued a profit warning following disappointing sales over Christmas. Shares in Mothercare crashed by more than 30% to an all-time low of 42.05p in early trading on Monday and closed down 27.5% at 45p. At this level, the company is valued at just £77m. The chain said UK like-for-like sales had slumped by 7.2% in the 12 weeks to 30 December, with online sales falling 6.9%. Online sales make up 42% of its total UK sales; with two-fifths of digital sales coming from iPad purchases made in store. Mothercare is now predicting a pre-tax profit of £1m to £5m for its financial year to the end of March. The City had already expected profits to halve to £10m from £19.7m.”

Posted 5 years ago

“I purchased a highchair yesterday from festival park ( 21st October) went to put it up today (22nd october) went up fine so I tried out everything as I reclined the highchair it got stuck lying down! Also the frame on the highchair is so flimsy it feels as though it’s going to fold in, really unhappy with my purchase and will be avoiding buying products from here in the future, spoke to someone on the live chat who then told me because I was unable to get it back into the original packaging I wouldn’t be able to take it back, so I’m now stuck with a broken highchair!”

Posted 5 years ago

“Terrible..no customer service at all. Travel system broke, making it unsafe. It was only months old however they would only fix and not replace..meaning im with my travel system for a month..if i had known this was their policy i wouldnt have and never will buy there again.”

Posted 5 years ago

“They had a selection of 10 crib mattresses but said only 2 were available and refused to order what I wanted. SHOCKING Mothercare Vietnam”

Posted 5 years ago

“Mothercare Southampton-arrogant self righteous manager- we bought underwear for our boy, labelled as 2-3 years on the hanger. Only when we arrived home we noticed the size on the actual package was 12-24 months and too small for him. We went back, and the manager said to me, " I could change them but I am not going to " I asked why not, ,but she insisted that she made her decision. ...no wonder they are going out of business if putting people like that in charge of customer service.”

Posted 5 years ago

“I bought a car seat which was advertised with isofix base, and received one without this base. They didn’t admit that the product was misdescribed, and they didn’t supply the base. They are not professional, they don’t respect their customers, and their business is not trustworthy. I don’t recommend this company!!”

Posted 5 years ago

“Order a pushchair in store . Arrange delivery it never showed up delivery drive told mother care he left it out my house and that no one signed for it !!! I had to sign to say I never received delivery.. they have emailed me asking me to send a copy of my passport and my wife by email to them !!”

Posted 5 years ago

“I ordered a pram online with Mothercare because it came with a free car seat. When they delivered the order only the pram came so I called and they said there was never an offer of a free car seat and that I must have imagined it. The staff were VERY rude. I have proof of the offer as it is still saved in my history on my computer and the link is still there online although the offer expired 3 days after my purchase. They then said the only thing they could do was refund my purchase and that they would arrange for Yodel to pick the pram up. I had to take the day off work to wait for the driver who never came. I chased them up and they sent someone the following day, meaning I had to wait in again. I have tried to communicate with Mothercare via telephone and email and have found them very unhelpful. Right now they are 'looking further' into my complaint and have been doing since Saturday. I imagine there will be no reasonable explanation. I have now purchased the pram elsewhere as it isn't long until my baby is due.”

Posted 5 years ago

“Mothercare have the worst delivery service”

Posted 5 years ago

“Appalling customer service and I won't be shopping with Mothercare again. I purchased the Stokke mycarrier - back carrier online, which didn't match the product description or the photos on their website. When I contacted customer service, the representative agreed that the description was misleading but what a surprise, it hasn't been changed since. He never offered an apology and seemed uninterested. He stated that he would send a 'return slip' but this never arrived. I even had to chase them for a refund (twice!), as I hadn't received it in over two weeks!”

Posted 5 years ago

“Please read below for my full story. Dear Customer Service Team It saddens me that as a last resort that I have had to contact you at head office directly, however it seems necessary now that no one in local locations were able to help. In August 2016, my partner and I purchased an ICandy Peach 3 buggy with additional carry cot, car seat adaptors etc etc. We also bought a car seat from you a month previous along with several hundred pounds worth of clothing, bedding and toys. When we were browsing buggies, we had ready that the ICandy can hold two seats at the same time and act as a double. Great. I was happy and my partner was happy. We went to purchase the buggy at Mothercare-Anniesland in Glasgow, where we spent a good 30-40 minutes discussing the buggy (including if the car seat would definitely fit this model, which it did). We also advised that we were looking to have our children quite close together, hence buying a buggy which would accommodate an additional seat where they advised we just needed to purchase the adaptors- No problem. The staff were very helpful, they had to order in the buggy as they didn’t have the colour in stock at that particular location. On collection, the staff showed us how it was all build etc. Great service. In February 2018, I went to Mothercare-St Enoch to buy the double buggy adaptors as we were expecting a little boy in April. I purchased these alongside another few items, where the adaptors were sent to my house as they weren’t in stock. Great. Baby is born in April 2018, as baby and mummy are in hospital recovering I decide to put the buggy together so I knew how to work it for our first trip out and about. Unfortunately the adaptors just wouldn’t accommodate the carry cot (I still had the manual from the purchase and just could not work it out). I eventually popped down to Mothercare-Coatbridge as I was going to be in that area that afternoon. I happened to meet the manager on the floor next to the ICandy stand and I advised that I couldn’t put it altogether, I also advised I had the full buggy with adaptors and seats in car. I brought it all in for her to have a go. She also followed the guide… nope nothing, wasn’t going together and her and I were baffled. I have my beautiful £1000 buggy and my two beautiful kids but unfortunately only one can go in it… which one do I choose! The manager said she would contact ICandy directly to find out why what when where etc. I left my number, and she called within a couple of hours. She advised that I actually had to buy an additional carry cot, called a twin. She did advise me that she didn’t actually know a lot about ICandy and that’s why she couldn’t advise me at the time, but in all fairness she was absolutely fantastic, great service and she went and discovered the issue. I obviously wasn’t best pleased that I was then expected to buy an additional £185 part for my buggy. The manager asked where I bought it and the adaptors etc. She phoned the Anniesland Manager herself and explained the situation and organised for them to give me a call. (At this point, I want to express my major concerns at this point before going further; 1.) I was not advised when I originally bought the buggy that I’d need to buy an additional twin carrycot along with the adaptors seeing as I had just bought the carry cot with it anyway. 2.) when I purchased the adaptors at the later date, I was not advised or made aware that there was another carry cot id need to purchase alongside the adaptors. That was opportunity number two to advise me. 3.) nobody seemed to know that I required another carry cot!). The Mothercare-Anniesland Manager called me that afternoon with an introduction and that she had spoken to the Manager at Mothercare-Coatbridge and asked if I told the staff when originally purchasing the buggy if I the intention was for the buggy to be used for two children. I advised the same as I have noted at the beginning of this email. I also advised that ultimately, I felt that I had been miss-sold this product as I believed that it would accommodate two children and that the only additional item id need to purchase was the adaptors. Would I have purchased the item knowing that id need to spend not only the £45 for adaptor but an additional £185 for a twin carry cot, maybe… maybe not. I would probably still have bought a buggy from Mothercare, however if I had known all the information I could have made a better-informed decision on my purchase. The Manager asked me if I had my receipt which unfortunately I had misplaced- but this is where the drama starts again. But, as everything is computerised these days (and that I always get offered an email receipt) and we had to order the buggy in, I was confident it would be on a system somewhere. Apparently Mothercare has two systems, but unfortunately neither had any record of any order from us. Eventually I tracked the payment down to the card I used (I split it across two cards), and they still couldn’t find it. Sounds a little convenient! The order was finally found by contacting the finance department who used the last four digits of my card to track the order. However, was only for the original buggy and not the additional products I bought on the same transaction… again, very strange. The Manager said that she would meet me half way and give me the twin carry cot half price. Very nice gesture. However, I truly believe that I was miss-sold a product (whether that staff haven’t been trained on what to ask, offer and advise, whether staff just try to get whatever money out of customers at that time, or whether it is all just a big one off where the customer has lost out big time… I really don’t know). I advised that I should receive the additional twin carry cot from Mothercare- not because I cannot come up with £92.50 but purely on principle that not only do I believe I was miss-sold a product, but on the original purchase and on the purchase of the adaptors not a single member of staff even mentioned one word about another carry cot that would need to be purchased. Funnily enough, today I visited Mothercare-St Enoch to see if they stocked the twin carry cot which they did and there is a substantial different between the size and shape of the normal carry cot and the twin. What am I meant to do with a £1000 buggy which only seats one child without spending another couple hundred quid to accommodate the other, all based on me, the customer being misinformed/miss-sold a product. In the last couple years, whether on big purchases or just one off drop ins, I believe I have spent the best part of £3500-£4000 in Mothercare between buggies, car seats, clothes, toys, bath seats, stairgates, sterilisers etc etc. Now that’s pretty decent coming from one household. I wish to add that none of the staff throughout this experience have been rude of unhelpful, its just been a dreadful experience all round, and additionally I cant enjoy walks while on my paternity with both my kids in this wonderful weather we have been having. Their reply was generic, there was no compassion and I currently have to find a new way to transport my new born. Thank you mothercare for ruining my two weeks of paternity. Shame on you.”

Posted 5 years ago

“If you're considering making a gift registry with Mothercare, don't!!! Save yourself and your baby shower guests the hassle! Their website is very buggy and not only did it not update the quantities that my guests purchased off the registry (i ended up with multiple of the same product, which defies having a registry in the first place, also my guests purchased all the products off the link i shared, so it's definitely the website) but it also never updated my delivery address, so my guests had to input that manually as well, despite saying on their website that this part should be automatic. Finally, nobody was picking up the customer care lines for ages (it was at least 40min until someone picked up), they couldn't help or do anything about it. It sounded like someone working in one of the shops picked up who had no clue about customer service. Very poor experience, would not recommend.”

Posted 6 years ago

“Came to pick up a parcel from the Mothercare Store in Colliers Wood; waiting already 30 minutes; I was sent to look for a WC in the shops around as no one can tell me how long it will take to find the parcel; not very convenient when you are 7 months pregnant; while in the store had a look at the sales - lots of baby clothes on the floor; don't think that I will ever shop from here again!”

Posted 6 years ago

“My item did not arrive after 3 weeks of ordering. A month after cancelling the order, I have still not received my money.”

Posted 6 years ago

“We ordered a baby crib from Mothercare and let me tell you, if time is money and you value your time do not order anything from Mothercare. This has to be the worst co. I have ever dealt with. So the crib was scheduled to be delivered on Friday 8th of December by Yodel. I received a text telling me the package was on route. A few hours later I receive a text to say package was delivered to no. 53. This is what happened thereafter.... Yodel rang the buzzer, my wife answers the intercom and the driver confirms he is from Yodel here to deliver a package. She buzzes him in and waits with the front door open. 5 minutes have passed and no delivery she’s 8 months pregnant and decides to back into the lounge. I return home from work a few hours later to learn no delivery and according to Yodel the package delivered to no. 53. That’s strange as 53 is a vacant flat. So I decide to investigate and to my surprise I find the package outside the building in the rain. I rang both Yodel and Mothercare and to date I am waiting for a refund. Poor service from both companies. I was promised a call back from Mothercare within 24hours it has been 72 hours and no response.”

Posted 6 years ago

“We ordered a baby crib from Mothercare and let me tell you, if time is money and you value your time do not order anything from Mothercare. This has to be the worst co. I have ever dealt with. So the crib was scheduled to be delivered on Friday 8th of December by Yodel. I received a text telling me the package was on route. A few hours later I receive a text to say package was delivered to no. 53. This is what happened thereafter.... Yodel rang the buzzer, my wife answers the intercom and the driver confirms he is from Yodel here to deliver a package. She buzzes him in and waits with the front door open. 5 minutes have passed and no delivery she’s 8 months pregnant and decides to back into the lounge. I return home from work a few hours later to learn no delivery and according to Yodel the package delivered to no. 53. That’s strange as 53 is a vacant flat. So I decide to investigate and to my surprise I find the package outside the building in the rain. I rang both Yodel and Mothercare and to date I am waiting for a refund. Poor service from both companies. I was promised a call back from Mothercare within 24hours it has been 72 hours and no response.”

Posted 6 years ago

“Appalling customer service. i placed an order. That was supposed to arrive in 7-10 days, over a week later was contacted by a courier saying they would deliver in 2 weeks so a 3 week wait ! Emailed to cancel my order, 8 dayd later I have yet to receive a refund !”

Posted 6 years ago

“Complaint about Mothercare UK My husband and I spent in excess of £700 on a number of essential baby items including a cotbed, mattress, changing station with drawers, car seat and pram in a baby and parent event in June during a personal shopper experience at the Bluewater store. We opted for a personal shopper so that we could take advice on choosing some of these larger items. We chose the Lulworth cotbed which we had seen in store, in part, because there was a pull out drawer underneath which we required to save space in the nursery. We specifically enquired about this before purchasing and the personal shopper told us that it came with the cotbed. When we attempted to assemble the item in August a few weeks before our baby was due, we found that the drawer was missing.I then went into the Bluewater store where we had purchased the items a few days later to find out why the we had not received this and was informed by a member of staff that the drawer was not included with the cotbed and that we could not even purchase the drawer separately as it had been discontinued. I explained that this was the reason we had purchased the particular item and was told that I should not have been told that it was included when the member of staff i spoke to consulted a senior member of staff. At this time I also enquired about the car seat we had purchased as my husband was considering changing his car and we wanted to be sure that the seat we had bought would be compatible with it. I had tried to ask about this through the online chat and after waiting 20 minutes to speak with someone I was told this was something they could help with and that i needed to enquire about in store!! The car sear we purchased in June was a Mothercare Boston Combination car seat and at the time of buying the personal shopper had looked up on her ipad and confirmed to us that the seat would be suitable for both my 2013 Corsa and my husbands 2003 Astra. The senior member of staff then informed me that we had also been given false information regarding the suitability of car seats as there was no information about whether or not the car seat would fit either of the cars which we had as the seat was made by Joie and they did not even exist in 2003! They then suggested that another car seat would have the same information about compatibility and so they looked this one up on the ipad and again were unable to tell me if it would be compatible with my husband's car as it was older and no data was held about whether the car seat would be safe in car's of that age. I said that we had asked at the time of purchase and were assured by the personal shopper that it would be ok and that this was the information we relied upon when buying the item. I was offered no other help and simply told that I should not have been given that information and the only way to find out if it would fit would be to book it into for a fitting at a Mothercare store which offered this service. The Bluewater does not offer this service. As a result we had to urgently make an appointment at a store which could fit the car seat and were unable to get one until the Saturday before my baby was due on the Monday!! The appointment was made at the Bexleyheath store as this was nearer to my husband's work. When we arrived we were informed that we should have taken both cars to ensure that the seat was compatible- this was something we had not been told either time by the staff in the Bluewater store nor upon booking the appointment to have the seat fitted in Bexleyheath- and we had only taken my husband's car. The Boston car seat and none of the other car seats they had in store were compatible with my husband's car. We even resorted to trying the carriers which would only last about 12 months, despite this not being the type of car seat we had wanted (or needed as we already have a car seat for 4 years and up) and still none of them would fit safely. The staff informed us that we should not have been advised that any car seat would be compatible as even if the data on the system suggested it would likely fit, this was always subject to fitting in the actual car. yet again we had been given completely inaccurate information by Mothercare staff! It was also suggested that due to the shape of the seats in my husband's car, it would be likely very hard to find a seat that would fit his car safely! The store manager also refused to give us a refund and insisted that this could only be done by the Bluewater store as it was their error. Therefore we could not even get out money back and go elsewhere to find and buy a car seat and we had very little time before baby arrived in any case. This whole experience was extremely distressing and upsetting as we had thought that we had a car seat several months before and now were at a point where my baby could arrive at any moment and we were being told that the car seat we had purchased on the advice of Mothercare staff was not appropriate, and it was unlikely that we would find another suitable one and not the same day. I was 9 months pregnant and in floods of tears in the store's car park- something that was completely unnecessary and avoidable if we have been properly advised!!! They suggested we returned on the following day when a very experienced member of staff might be able to advise us better even though they did not have any suitable seats in stock. So on the Sunday we drove back to Bexleyheath when the stored opened and she tried a few seats again, which were not appropriate and suggested a few models which she thought might work and which we could try at another store. We then had to drive, with both of our cars, to the Orpington store to try the 2 she suggested! After 2 hours of trying various seats in both cars we found one which was suitable but required a non-slip seat cover to ensure it was fitted safely. However the store did not have any of these seats in stock! So we then had to drive all the way to Bluewater, with both cars, to exchange the car seats!! The whole experience and service we received from Mothercare, the staff at the Bluewater store in particular, was simply terrible! We spent a significant amount of money in the store and chose the personal shopper experience to ensure we were properly advised and prepared for the arrival of our baby. Not only was it stressful and unnecessary given we had purchased the car seat several months before the baby was due, but it was completely irresponsible to give advice to customers about compatibility of the car seats. Not only was it wrong, caused additional stress and cost but it could have put the safety of a baby at risk! Mothercare is supposed to be a store and brand which specialises in products for babies and children and yet it cannot be trusted to offer the most basic advice on its own products and in its apparent area of expertise!! The fact that all of this happened a couple of days before our baby arrived made the last few days of my pregnancy extremely stressful and upsetting. As this is an essential item required in order to bring a newborn home from hospital and was something we had tried to be conscientious and prepared for well in advance but were severely let down by Mothercare staff's incompetence and the extremely poor customer service we received. I have only just been able to take the time to complain as our baby arrived 2 days after this series of events and, as you can imagine, it is a very busy and stressful few months caring for a newborn, but our experience of Mothercare customer service was so poor that I have been left with no choice but to write this complaint and really hope that other customers do not experience the same! I made a complaint through the mothercare UK website and I have just received a reply to inform me that nothing will be done regarding my complaint as I should have made this within 30 days!!! Absolutely disgusting!!! The issue occurred 2 days before going into labour and noone informed me of this at the time of my issues when staff at nothing the Bexleyheath and Orpington stores suggested I put forward a complaint! Mothercare again have failed horrendously in their customer service and have zero understanding of their customers and market as it has been impossible to find the time and energy to write my complaint with a crying newborn, recovering myself from labour and adjusting to life as a new parent!! Absolutely appalling!! 😡 😡 😡”

Posted 6 years ago

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Mothercare is rated 3.2 based on 192 reviews