Written on: 19/11/2008 by naz26 (15 reviews written)
The staff I dealt with seemed rude to me and I found the customer service very disappointing both instore and at their head office. I felt as though they were happy to take my money but they did not want to deal with me properly when I had a problem.
I bought a concord neo buggy from mothercares fulham store which then closed down so i had to go to their hammersmith store when my buggy had break problems.They took my buggy in for repairs which they told me would take 3 weeks.They gave me a loner stroller which looked absolutely filthy, it appeared to have old food stuck to it and it rattled loudly when I used it on a pavement.After 3 weeks mothercare had not contacted me regarding my buggy so i gave them a call they took my details but i never received a return call so i called again and no one answered when i tried. A couple of days later and many calls later i spoke to someone who told me my buggy was stored so i went to collect it.When i arrived someone went to go and get it for me a few minutes later they appeared with the frame to my buggy missing a seat.I was horrified when i asked for my seat they asked if i was sure i gave them a seat i was fuming as it was a brand new seat which can only be used from 6 months and my child was 28 weeks so i had only used it for 2 weeks.After showing them pictures i had taken of my buggy when i brought it to the store weeks earlier they told me i would have to wait 5 days to find out where it had gone.The next day i got a call to say they had found it so i went into the store only to find that it appeared to have thick black dirt marks all over it. when i complained they told me i can leave it in store for them to clean which was out of the question.So i left the store and when i got out onto the pavement my buggy's wheels locked violently nearly tipping over and almost injuring my son.I had to lift up the buggy and carry it back to the store (which was not easy) when i told them what was happening they seemed very unsympathetic towards me and took it in again. When i complained to head office i felt they were not listening to all of my concerns, telling me they could not give me a refund which i didn't ask for.Eventually after 6 weeks i got a new buggy which then developed the same break fault in a record 2 hours.When i called them to report it someone took my details and then i never received a call back. i called them again then someone picked up then apparently hung up the phone.I called back and complained and the staff member did not seem to care.They had to eventually return my money to me but they still managed to make me feel as though i was in the wrong.i feel that other companies are better at dealing with their customers problems and that mothercare should know how to deal with my problem by now.i think if i spend my money there i should be treated properly.