Name: Mothercare
Rating: 3.17

“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.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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 !”

Helpful Report

Posted 7 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!! 😡 😡 😡”

Helpful Report

Posted 7 years ago

“I was given a gift of an imprints voucher from mothercare. When I received a second one I asked if I could exchange for store credit but was informed there is no exchange or refunds on these vouchers. Staff were very rude in the shop when I asked also. I rang head office and I was disappointed with their approach also. Very unfriendly and disorganised. Apart from this I have tried to order a part for my buggy and have been waiting over two months for the both managers of the store to call me. I’ve called into the store numerous times in order to inquire about it and they keep saying they will call but don’t. Rather unprofessional company if you ask me.”

Helpful Report

Posted 7 years ago

“Awful Customer Service. Cancelled an order 5 days and it's taken 8 calls and still no refund. Different story every time. One person I spoke to had her mobile ringing during our call and I could hear her texting a response. Rude abnoxious and and frustrating. Mothercare if you read this, YOUR STAFF REQUIRE TRAINING IMMEDIATELY! I will never order through Mothercare again. Nice products awful customer service”

Helpful Report

Posted 7 years ago

“I ordered a pram from mothercare then cancelled it less than 24 hours later. They failed to cancel it - though there was a clear note on my order to do so. Over a week later they charged my account for the pram. They then told me it they had failed to cancel it and would take 14 days to send my money back which means I can’t buy anything I need for the baby due in 3 weeks!!”

Helpful Report

Posted 7 years ago

“My friend and I bought some baby gifts worth £150 for our best friend's new born baby last March. The parcel delivered to a wrong address in another county.(we knew is because the very confused madam who received the parcel called us, saying it must be mistake as she lived 100 miles away from the address we wrote) And my friend has called countless time to mothercare and they had promised would do an investigation.She called again recently the customer service said she told them to stop investigating which she never did-- by common sense nobody would do that-- now they said for "data protection" they can't do anything..no refund!”

Helpful Report

Posted 7 years ago

“Poor customer service and rude staff at the counter who seemed to make up her own procedure. First incident: the staff could not redeem my gift card despite the online balance show a full amount of £500. She contacted Customer services and after 30 minutes long, they refused to overwrite and simply tell us to come back another day. We then wanted to make a complaint and when the store manager came over, and ran the gift card to another till, it worked finally. Second incident: I went to Mothercare store to return a baby grow with receipt and even brought the gift card I purchased it with. Staff was really rude, saying she could not issue me a refund when I told her the gift card balance is 0. Her colleague explained to her that it's not a problem, and sorted it out. Then she refused to give me the refund receipt, requesting to see my signature on bank card to verify. I didn't buy it with bank card so I wasn't happy with this request but still do so. Thought it was just it but she still didn't give me my receipt. She then asked what is your email address, at that point I was raging, and said I don't want the receipt to be sent to my email, or being bombarded by Mothercare's ads. Stay away from Mothercare from now on. No retailer should survive with such bad customer services”

Helpful Report

Posted 7 years ago

“I wish i could give them zero star. they are lier thief baster. they canceled all my online order while i paid 33.95eu for international shipping coast and they are playing about how not to pay it back to me. one time they online banking is down the other time they could call to my cellphone then they couldnt find my order and so on, its been a month that they are ling to not return my money back. they even rudly said if you want your money so call us and pay for international call to loose some more money too. i still cant beleive it. they are THIEF. DONT BUY any thing from them”

Helpful Report

Posted 7 years ago

“Placed an order on line. hadn't arrived 11 days later so rang customer service only to be told out of stock so i cancelled the order. Said refund had been done. Then item arrived and payment was taken from my bank. Unfortunately i no longer needed the item as i had ordered elsewhere and received next day. Eventually after many emails and phone calls i got a partial refund as they deducted postage. If I ring them I am placed in a queue which cost me more money. Emailed them and asked them to ring me after 3pm providing both mobile and home number and they couldn't even get that right. Still waiting for my refund. This is not the first time i have had problems with Mothercare.”

Helpful Report

Posted 7 years ago

“A nightmare company.”

Helpful Report

Posted 7 years ago

“I've never had such bad customer service on the phone. Such a shame to have that experience from such an established company that should know better. Really unhelpful when they messed up delivery of my order. I'm not surprised they get terrible reviews everywhere - wish I'd looked before I ordered through them!”

Helpful Report

Posted 7 years ago

“Home delivery service is appalling! Having placed an order for over £150 of toys that were meant to be 3-5 day delivery I am still waiting after 2 weeks for items, they were all in stock when ordered but apparently aren't now! Only after chasing them up and complaining have parcels been sent out in stubs and drabs! Customer service and speed of response via email is disgusting! I will not be using them again and will go directly to ELC store rather than trust them to deliver anything on time for my children! Do not trust their home delivery dates or there will be tears!”

Helpful Report

Posted 7 years ago

“Just after Christmas I bought some clothes and a toy for my boy on sale at Mothercare. The order went through but I was not changed for the toy. When I enquired, I was told it was out of order. So I requested a full refund for everything else as I was not worthy spending that money on two pair of shirts and paying for delivery. The presents also did not arrived in time which really disappointed me. Nearly a month later, I was then charged for the toy!! When I enquired, the store said that they didn't have anything for me there.I opened a PayPal case against them. I emailed costume services who said it came back into stock that's why we charged you. They offered to send it to my house free of charge and give me a £10 voucher for the trouble caused. I told Mothercare that I would close the PayPal case as soon as I received the toy!! I then received a refund and an email saying it was out of stock!!!!! I think the staff were either taking it for themselves or mothercare is just useless and incompetent! Very bad, careless staff who forgets that they need costumes like me to keep buying from them, so that they keep their job!! I will never buy from this company again!!”

Helpful Report

Posted 8 years ago

“DISGUSTED with attitude and treatment. Pram ordered for home delivery 3-5 days. 7 days later had not arrived, contacted customer care. Informed they had tried to deliver 3 times leaving a card - no card left. Gave contact phone number to ensure correct address, still no delivery. Cancelled order and repurchased with shop delivery/collection 3-5 days. Another 7 days passed but no contact from shop to inform it's ready for collection. On enquiry informed it had been there waiting for 5 days. No apologies no explanations. Moral of story is.... If you can't buy in store and take with you, buy from another company!”

Helpful Report

Posted 8 years ago

“As a new Mum I was hoping to be able to stay home without having to the baby out in the cold when we needed something. However, the online customer service is that bad, that I can't rely on ordering online. I've had to drive to nearby store in order to get my baby essentials. It's not convenient and it's a real shame that the process with Mothercare isn't better. They either send wrong items or are "out of stock" on everything.”

Helpful Report

Posted 12 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 56%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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