“Ordered the Elvie Stride breast pump from them. Washed and sterilised (as per instructions) and plastic parts warped and would no longer fit together, rendering the product not fit for purpose. Contacted Mamas & Papas to ask for a refund and was asked to send video/images of problem so I did so. Was told they were going to send replacement parts (not refund me). I said I want a refund. Was then told they couldn’t refund me for it and that they would send a whole new pump. I told them that goods they sold were not fit for purpose as they were washed and sterilised as per instructions, so what’s to stop the same thing happening again. I had to send multiple emails and call them to keep getting told I would have to contact Elvie and get a ‘refund request form’ from them in order for M&P to refund me. I told them that isn’t true as my contract of sale is with M&P, so they are the ones responsible for issuing a refund when goods sold are not fit for purpose. Very frustrating M&P blatantly tried to mislead me on
statutory/consumer rights e.g. saying they didn’t have to refund me and also saying I had to deal with Elvie first to get a refund (neither true and it is also illegal to mislead a consumer on their rights). After all the back and forth they eventually refunded me. Shouldn’t have had to go through all the back and forth and definitely shouldn’t have to explain the law to them :) ???”
“It’s an amazing Shop for Best Baby brand. Highly recommend , it’s just nailed for babies… My baby more than 3 years used the Armadillo push chair Stroller that just amazing 🤩”
“I ordered iCandy pram and maxi-cosi car seat bundle set online on the 07/11/2023 and got an email asking for bank authorisation code as they couldn't process the payment. If we didn't pay within 7 days, our order would get cancelled. I called them and asked if it was easier for me to go in store and pay as our delivery was set for store collection and they said yes and I went in on the 08/11/2023 and paid in store. The store assistant said that it shouldn't affect the order arrival date for 10/11/2023 but keep an eye out for text messages.
I called them on the 10/11/2023 and I was told that my order is still processing and to wait for delivery text message next week but to potentially expect the delivery on Tuesday which is 14/11/2023. I checked with them on 15/11/2023 and their customer service now tells me that the money has just cleared through their system and just wait for the delivery text message. When checking my mamas and papas account, it now shows the expected collection date is on the 17/11/2023. Fair enough, I will give them few more working days for the delivery.
Mind you, our money has left our bank on the 09/11/2023 and I have no proper updates since. I called the store yesterday and the store assistant said that they haven't received my order delivery and she would call back in an hour or today. As I didn't get a call, I called their customer service again and now they tell me that there a been a glitch in their system and my order is stuck (all this time!) which is why I haven't received my delivery. They reassured me that they have contacted their IT and I would have to wait 24 hours for their IT to sort this issue out and they will get back to me...which I highly doubt. I'm frustrated because I have been chasing them about my order as I am expecting and they could have been transparent about this or looked into this thoroughly to begin with. But every time I have called previously, they told me to just wait for a delivery text message.
I requested for a refund but still yet to receive order cancellation email or anything regarding this. Currently on call with their refunds department because frankly I don't trust mamas and papas anymore. I don't trust their staff to do their job properly and process my order cancellation and refund.”
“We bought a pram, a car seat with a base, and few other smaller items. We put the order in Stratford London branch shop in May 2023. It was paid in full straightaway. It was meant to be delivered in November 2023 but my whole order got stolen/missing!!!! It is worth more than £1700 and it has just disappeared. We wanted to rearrange our order to do the collection ourselves but they are refusing to arrange it for us. Customer service is asking us to wait until they do the investigation but it will last and our baby is due very soon. What shall I do if the baby is born before the car seat arrives? The hospital will not let me to take my baby home without the car seat!
It is a very stressful and disappointing experience for the mum-to-be 😞”
“I welcomed my now 7 week old baby into the world and went through the same process that I'm sure many people do when trying to purchase a pram.
The issue I think is that we used the Mamas and Papas website, the customer service has been abysmal.
We chose a pram, spent alot of money on it, it took its time to arrive. At this point when you get the pram you expect that it's just going to work, but we've had nothing but problems.
The wheels on our pram lock up and start to go into a vibrating motion making it very difficult to push.
I phoned Mamas and Papas and they told me to do a video, even though I explained I wasn't comfortable putting baby back in the pram to replicate the problem. The lady told me without the video there would be nothing that they could do.
Against my better judgement I put the baby in the pram and went out to take the video, it was absolute chaos, the baby was distressed and at this point, so was I.
I sent Mamas and Papas the required information and waited. For some reason things seem to take them a very long time.
Eventually they got back to me and told me the problem was a "manufacturer" problem and not something they can deal with, they wanted me to fill out a form.
The form included all the details that the previous lady asked me to send her. At this point it's clear that Mamas and Papas are inconsistent in their customer service as they were now making to jump through hoops.
Remember at this point, I'm without a pram, I'm bound to only where I can carry the baby and Mamas and Papas really did not seem to be bothered or concerned by this.
Eventually someone reached out and told me that they knew what this was, they can send some more front wheels but they can't guarantee it won't happen again. At this point I just wanted my money back, or to swap the pram for something that will work. It sounds to me this pram has a design fault if they are saying that.
Unfortunately Mamas and Papas have been less than helpful, not sympathetic in the slightest and not cared for the position they have put me in.
I will not be using Mamas and Papas again. They have also been trying to stop me from posting reviews via Trust Pilot but I'm hoping that this one will get through as it's nothing but factual.”
“Ordered a baby monitor, which has been delayed multiple times (now over 6 weeks) and still no idea when it will be delivered. No communication regarding the delays from customer services until I reached out to clarify what was going on. Offered a refund (which they are obliged to do as standard) or a undisclosed ‘gesture of goodwill’ once the product is received - but they have no idea when this might be!! Baby is due next week so this is very unhelpful which I explained, and haven’t had any response. If you are going to be a new parent - look elsewhere - don’t bother with Mamas and Papas, there are better companies out there which will deliver products on time and look after you far better during such a stressful time! Still unresolved by customers service team!”
“Ordered a mini cot and mattress in July, due to arrive 21 August. Nothing came, no communication. Only after we chased after delivery date, have we been told its now not coming until 19 September.
Baby is due next week and now we have no cot and no time. Terrible communication and customer service, please avoid.
A very stressed upset mum.”
“I ordered a pushchair through Mamas and Papas, and was told that delivery would be by 19th July. I received a confirmation of my order on the day I purchased and was told my payment was processing. 19th July came and no delivery or contact from Mamas and Papas. I got in touch with them online and they take 48 hours minimum to get back to you which is incredibly slow when your order is late with no explanation. They told me I need an authorisation code from my bank. I had not been sent any authorisation code and was very confused as to why this was as we had already used the mobile banking app to confirm identity upon purchase. We contacted the bank who said they do not send autorisation codes and Mamas and Papas then said their payment department will send us an authorisation code by post to confirm identity and that the letter should arrive by 25th July. It arrived on 26th and we called up with the authorisation code so that that payment could finally go through. Through the entire process, the customer team showed no care or concern and this was all down to their clunky system and customer service. We were told by numerous people that they would call us back and follow up with updates and they never did. We still haven't been sent a new delivery date and it's over a week late now. This is one of the most neglectful customer experience services I have ever had to deal with, with no responsibility or empathy shown from their side.
After submitting the above on Trustpilot the brand replied to say someone will be in touch with me and that they are disappointed to hear about my bad experience. But no one bothered to get in touch with me at all... and when I raised my feedback on an email they said they have to speak to the account holder - that is me. After re-explaining this to them (for the fifth time), they continued to ignore me and have been silent since. They do not care about their customer service in the slightest. They are just replying on here to save face.”
“Booked an appointment in April to buy everything for our Nursery, with a delivery date of today. Paid 2 weeks ago (within the required timeframe) and we were due the large items today. As we hadn't heard anything we called, and were advised that the nursery furniture is out of stock, and we won't now receive it until after the baby arrives, plus one of the small items we ordered we were only told today it is no longer available! WHY WAS THIS NOT COMMUNICATED TO US AGES AGO? We could have cancelled the order and gone elsewhere, but no, you took our money and then made us call you to find out where our order was! Plus the voucher was being used (only reason we purchased with Mamas and Papas) to buy a monitor and bouncer, of which we'll have to buy using our own money when we have already forked out enough! and will actually have no reason for the voucher anymore, as we do not require any more >£100 items.”
“I bought a toothbrush for my 2 years old girl and everytime she uses it she had blood coming out of her gum.
The worst toothbrush ever. Even mine is softer”
“Terrible sustainability practices and customer service.
I bought a Dover cot bed and the base broke. They didn't offer a replacement part and would not send a replacement unit. Everything else will end up in the recycling.
It took 25 minutes for me to get through to customer services.”
“Will not accept their lobster was dried out and explained it was WA lobster ie that’s what’s expected? Also said we hadn’t complained at the time (which I did and nothing was done)
He then said “oh you’re drunk so not listening to you.”
So rude and arrogant and yes unfortunately I referred to him being a peasant.”
“Avoid. This company advertise one thing in the showrooms and then send you something that looks like what you are expecting but is of lesser quality (made in china!)
Please do not buy the Atlas set of Chester drawers like we did. Absolute rubbish .
The set we got, the drawers only open a very small amount , making it useless to get even the smallest of baby clothes in and out.
I went back to store to check what was going on. The units they have on display open fully, just like they did when we ordered it.
When I questioned why ours didn’t, the shop assistant told us that they have changed manufactures since we ordered and I would have to ring customer support to see if they would send me the hinge they have on the display models.
Customer support took nearly 1 hour to get through to. The telephone operator asked me to look on the back of the instructions for a lot number (01021) and where it says it’s was made …..CHINA!
I was then told that’s now how its made, nothing can be done , it is what it is.
Basically bad luck that I got the batch made in china. When I told her I wanted to take them back as they are useless, she said as it has been over 30 days they would not accept a return .
To sum it up they are cheaply made, not fit for purpose and the company’s customer support is nearly as rubbish as the quality of the products .
Wish I knew this before we spent nearly 2k with them on various items, can’t wait to see what other nasty surprises we get.”
“Received the Melfi Green baby changing unit and was appalled by the quality for the price paid. Low quality plastic foil on rough chipboard ("engineered wood" in the description, which is technically correct but is suggestive of ply or something decent) , with multiple panels of foil applied with edges showing, where I would have expected one continuous wrap. It also came completely unassembled, down to the tracks on the drawers - the description does say supplied unassembled but when paying this sort of premium, from a store catering to time poor new parents, I expect some work to have been done in the factory. Paid 25 euro delivery and was stung by another 47 euro for the privilage of returning it. Bought car seats and clothes from mamas and papas previously without issue but won't be hassling them with my custom again. We go spend 120euro in IKEA or Jysk and get the same quality.”
“It's well over two months since we ordered an Oxford cot and Change Table. Both arrived badly damaged. Replacement parts arrived over a month later, just as badly damaged. We still have a cot with no base and a change table with no top. That's what £1300 gets you from Mamas and Papas. We submitted a very reasonable complaint which has been ignored. I strongly advise anyone looking on this page to take your business elsewhere.”
