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“Appalling Customer Service at Mothercare”

Written on: 10/10/2011

After buying a buggy from Mothercare the brake became faulty within a couple of months. I was advised by the manufacturer to return this to Mothercare and it would be repaired under warranty and a loan buggy would be available for me. I called Mothercare to arrange this and was told plenty of loan buggies were available but they are all of a basic model. Just needing a buggy, this was absolutely fine so I took my buggy to Mothercare the next day to be told by quite unhelpful staff that in fact no loan buggies were available. I was told that I had to contact the store everyday to ask if any had been returned. The reason given as to why I had to contact them daily was because it is company policy that members of staff cannot leave notes for each other and no system exists for customers to be contacted by Mothercare - which surely in itself is bad customer service!

After a week of calling Mothercare and still no loan buggy being available (the store blamed Head Office for not allocating enough), I contacted Mothercare customer services. I received a standard reply pretty much stating that all staff are trained to a high standard in customer service and this is a primary concern to the company! After a few e-mails I received a reply alleging that I had refused a basic loan buggy and as such I will be contacted when one was available. As this was strictly untrue I e-mailed back presuming that basic loan buggies were available but, despite the 24 hour reply promise, have still not received a reply 4 days later and only assume that, as the store informed me, no loan buggies are available at all!
It appears the store blame head office and head office the store for any issues but nothing is resolved.
After reading other reviews on Mothercare's poor service and how prams have returned in worse states after repair than before they went in I have decided to arrange repair elsewhere, which despite the inconvenience is more preferential than having to deal with such a poorly organised and unhelpful retailer.
A major regret is how much money I have spent with Mothercare previously when I was unaware that they absolutely do not value customer loyalty. Morhercare seem to have a monopoly in the childcare market one which they are hugely complacent about which in these current economic times is just unacceptable.

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