Mothercare 

Went to do my final shopping in Edmonton for my baby ,the store was very tidy and easy ,thanks for for helping me choose and the advice I received from the staff!Will definitely recommend!

Mothercare Swansea is simply the best shopping experience I have experienced.
I had been told by a new Dad that this store was worth going to for a travel system and we weren’t disappointed.
Outstanding customer service from the whole team. Patient, knowledgeable and nothing was too much trouble.
The purchase of a car seat was difficult as nothing appeared to fit my daughters VW Polo.
At one point we had two members of staff with a trolly full of seats and bases trying to find one that would fit.
A huge thank you must go to Rachel and Lucy, but the whole team were amazing and an absolute credit to Mothercare.

Bought a travelsystem. The car seat went faulty so i contacted them. They said they would send replacement seat but that it had to come with a complete travel system. I goes to pick it up and it was the complete wrong colour, i said no way am i paying 300 for odd colour travel system. They said nothing they can do as they dont sell the colour of mine. I said its not my prob the carseat is faulty and i told them the best of it is the girl in store said they cant resell the rest of the new travelsystem. Why not replace the complete travel system i told them. Shocking customer service!!!!

Absolutely outstanding customer service by every member of staff. Lucie, Rachel and Alex to name just a few. Went to the Swansea store, completely overwhelmed by everything as a first time mum but they all took the time to talk me through everything, literally! Credit where credit is due. Can not praise the girls high enough. Thank you for such a fantastic shopping experience. Will highly recommend to everyone. 100 /100 thanks again 😁🙏

I will do anything I can to never give this company any of my money/business ever again. Absolutely horrendous experience with an online order of nursery furniture.

1) Item arrived broken
Ordered a 3 piece Tutti Bambini nursery set with changing table, cot and wardrobe. The changing table had a huge crack down one side so I contacted customer service to arrange a replacement.

2) Booked wrong date for collection
After speaking with customer service they confirmed the date the item would be collected and replaced. However, then I got a text from the delivery company stating a completely different date, and one which I would be out of the country! I, annoyingly, had to call the delivery company to rearrange myself.

3) Delivered completely WRONG ITEM
After waiting around the flat for the delivery/collection the deliverymen inexplicably tried to deliver another cot! Even though it was the changing table which was broken and needed replacing. They also told me they couldn't collect the table, which I had been told they would do.

4) Never booked collection for broken item!
I had to call and tell Mothercare that they tried to send me a cot instead of the changing table. They told me that a collection for the broken changing table was never even booked and that the collection of the broken table and the delivery of the replacement table would be on 2 separate occasions because of 2 different delivery companies. What a waste of my time!

5) Never got notification for delivery
Was told that the delivery would be sometime between Wed/Thurs/Fri/Mon/Tues (what a ridiculous range!) and that I would have to wait to receive a notification (couldn't even tell me if it would be an email or a text etc) of the shipment that would arrive the next day. Well I never received any notification of any kind and then the doorbell rang on Friday and there was my new changing table! Luckily I just happened to be home!

6) Tried to collect the wrong item!
Mothercare then started calling me trying to collect the cot they had tried to deliver which I never took receipt of! This was about 3 separate phone calls.

7) Collection came on wrong day! TWICE!
Customer service told me that they couldn't tell if a collection for the broken changing table had been booked or not (how can you not tell?) so they advised me to wait around the flat on Tuesday and then if no one came on Tuesday then to wait around again on Friday!! As if I don't have anything better to do than to just wait around the flat to see if a deliveryman comes or not! I got a text claiming that someone would be by on Tuesday between 11:30 - 13:30 so I waited. No one came! Then at 18:00 they called and said they were almost at the flat! Sigh. When they arrived they thought they were collecting the entire 3 piece furniture set, not just the changing table.
After they collected the broken changing table I called Mothercare and told them to cancel the collection for Friday which they confirmed they would do. Well, of course I received a text on Thursday evening saying they would come on Friday. I emailed Mothercare yet again but the deliverymen called me on Friday and said they were almost at the flat. I told them it had already been collected.

8) Wrong item delivered again! And missing a box!
When we went to assemble the changing table we realized that we had been delivered one box of grey pieces and one box of white pieces! Also, we were missing an entire box for the cot!
When I called Customer Service they had no urgency whatsoever and just kept blaming Tutti Bambini/the couriers etc. but not taking any initiative to try to help me even though it had been almost a MONTH since my first delivery. I called Sunday, Monday, Tuesday and Wednesday and they just kept saying "we will get back to you" but not actually solving the problem in a timely fashion. They do not care!

The staff at Warrington were exceedingly helpful. Georgia and Lucy were two of them but there were a couple of others whose names I didn't notice.

Connor is a gentleman lovely service and a great manner about him.

Please stop using Yodel as your delivery Courier. I won't be ordering from your company again due to the problems I am having with dishonest Yodel. Still waiting for my parcel. Yodel claims they attempted delivery on Saturday and left a calling card. I was in all day no delivery was attempted and no calling card was left. Complete lies.

Collected an order today from Mothercare in Hayes. Was assisted by Nicky. Very helpful and great customer service. 5 stars.

Best customer service in Mothercare Edmonton I had in my life. Thanks to this 3 advisers Kally, Krem and Jatinder.They helped me to choose and they were giving me advices.

I went into mothercare Edmonton on Saturday, it was my first experience looking at travel systems and the customer service I received from Nicole was beyond amazing. She went above and beyond to help me and my needs as a newly expected mum. She really helped me feel more relaxed about becoming a mum for the first time as she gave some advise because she's a mum herself. I'm really happy and will be returning to the store and to her in the future.

A few words on behalf of my Wife and I on Customer satisfaction (Mothercare - Brent Cross) we popped in to the store for advice, Education on what's good in the marketplace for our forthcoming Baby Daughter. We spent time, money but came away feeling elated and not just with product purchases / but as importantly the personnel customer service assistant Lava she was extremly Knowledgable, relaxed in mamner and Courteuse and not over selling, she simply took it in her stride and did what any company should value from there employee (A very Good Job).
We thank You Lava.

Today my mother, myself and,my daughter attended the parenting event at the lincoln branch. We were met by Anna, who was absolutely fantastic. She spent well over an hour with us supporting and advising us on varying items. After spending nearly £1500 we were disappointed to hear that she got no commission at all. But she was just so pleased that we were happy with all of our purchases and that we got everything we needed to buy. She excelled in every aspect in this store and definitely needs a mention. Will definitely be going back for the next round of purchases and hope to get Anna again.

Purchased the mothercare journey edit pram, when put together they’re was a fault on the zip of the pram liner, picture sent to customer service who advised I could take it back to the collection store or wait for the liner to come back into stock , as we do not live local to a store I chose the latter, several weeks past, no contact from mothercare so I contacted them again and was told a replacement would be sent, I actually then received a pram mattress , apparently the warehouse staff thought this would be an acceptable alternative to a pram liner ( I have no idea how they came to that conclusion ) , anyway several emails later I was told I would be emailed when the liner became available , yesterday I received the said email, I replied within 2 hours and was advised to go into a shop to purchase at 31.99, I replied to say if you read the chain if emails this is a replacement, item , an apology was made and said that the liner would be sent , but oh no !! I’ve received another mattress. Unbelievable !! contacted them again only fir them to say the liner is out of stock but we can refund you 20.00. This has been ongoing for about 3 months know, and the conversations via email are very frustrating to say the least. I don’t want another mattress I want a pram liner. I have replied asking if I can escalate my complaint . Will wait and see if I get a contact name or maybe they will just send me another mattress to add to my collection .

In Store: Great. Helpful, Friendly, understanding.

Ordering online or having to get products delivered? Just don't.

Every company has issues with deliveries or damaged items or missing parts. But to have so many issues and to have to spend soo much time and money trying to resolve issues is downright unacceptable for a company when dealing with an 8 month pregnant lady(My Fiancee). It is how issues are dealt with and then how the matter is resolved afterwards that is the important thing. Then all can be forgiven and we would of continued to spend money with this company.

Your online and phone customer service staff need to have some empathy and care. They need to actually sound like they want to get the situations resolved. We were offered a "goodwill" voucher of £40 for 3 separate issues on 3 separate large value orders.

This was upped to £100 for all 3 issues and is still not acceptable but they will not budge.

Its a shame as I have at least another 300-500 to spend imminently on things for the imminent arrival of our baby but in the future there would no doubt of been many more orders...

I'm not sure anyone in the Customer service team is looking further than their lunch breaks and should really have some more forward thinking about customer relations and how that can increase sales in future.

EDIT: So after a few messages they have stopped responding and I never got the issue looked at further.

"Message from Mothercare 19 August 2019
Hi Jason,
Normally a couple of days. I notice that you sent this on Saturday, so you might have already heard from them, but I popped an email over just now to chase the response / outcome.
Thanks!"

Had no response since.

No hugely impressed by Mothercare's online delivery service. I've ordered 2 large items to be delivered as a baby gift to a heavily pregnant relative. The first issue encountered was a fault with the address finder on the Mothercare order form. All looked fine on the initial order page but when the order confirmation came through.. words like 'null' appeared in place of numbers and half of the address had been omitted. Called customer services straight away (she knew what the issue was before I had explained it so my guess is this is a known fault on their address finder) however I was told they 'couldn't' update the address until the order had been dispatched. Not great. I've checked the order status a couple of days later.. to be met with an ''action required message.. we have been unable to deliver your parcel due to an invalid address" So I call back customer services AGAIN to reconfirm what the address should be.. to be told that they will send the details over to the courier and the items "should arrive soon". Have checked online again today.. item is now a few days past the estimated delivery date and the status hasnt changed.. still showing 'action required' called the courier who redirected me back to Mothercare. Meanwhile the poor parcel recipient has been stuck at home all week expecting a delivery that hasnt arrived! Not great mothercare to have your customers do all this extra work as the result of a fault with YOUR address capture. Whether or not the parcel actually turns up is anybody's guess. Wont be using your online delivery service again. Really disappointing.

On Monday 29/05 I visited the flagship store in Edmonton-London and was appalled at the little service we received (no staff on the shop floor) and then eventually finding someone Who was absolutely arrogant and rude.

Xeena from the back cots and cribs section was completely rude and very unhelpful. Being 36 weeks pregnant and having a list of stuff in mind I was eager for this to be my last shop in preparation for our arrival. We wanted the chicco 4in 1 as we saw the last one in a box we wanted the matching sheets, mattress and anything else that she could recommend but we were completely ignored at first when I then got her attention all she could tell me was everything
Is out on the shop floor ok but where? Why was I not taken to the stuff? why was I not directed? After her rude attitude and unhelpful manner I decided that I didn’t want to purchase the chicco 4in1 from this store but as it was the last one I felt like I had no choice but to purchase.

I then was looking for the MAM sterilising set which I couldn’t see I decided to ask the gentleman who was on the feeding section and he was more helpful but he was new so he was asking Xeena for advice. She came over and said we don’t have what you’re looking for in stock so I said to her do you even know which sterilising set I’m looking for because clearly you haven’t asked me and neither did I tell the guy and then she went onto saying “yes well all of our sterilisers are out in the shop floor if you can’t see it we don’t have it”. I asked her to check in the stockroom and she came back after 30 seconds walking right past me saying “nope don’t hVe it you can order online”. This employee didn’t even have the decency to stop and approach me and speak to me directly she walked past whilst giving me this pointless info.

I also had a dress which was given to me 2 days before at my baby shower (still in its original packaging) so before purchasing the items I told her she could put the balance towards the chicco and other stuff I had picked up and she very rudely said I can’t do this you will need to go to another till. Please someone explain why she is not trained in refunds/exchange? And being that heavily pregnant why do I need to walk onto the other side of the store? I asked if someone could come here as I had a basket full of stuff other bags along with the chicco box and I couldn’t possibly carry all this onto the other side she said “no I can’t call anyone over you will have to go to the other till”.

This caused me great upset and a lot of stress with the way I was treated. I spent £200 in this store which I didn’t want to because of the service I received. Imagine I was a mystery shopper this store would definitely fail. Because of this increased stress and upset I wouldn’t want to come to this store again.

The cherry on top was when I eventually went over to the other set of tills to do this exchange there was a staff member in the till who had just finished serving so I went over to him and he said oh you’ll need to wait for my colleague I can’t do this. I went back into the queue where I was greeted by a young lady who also looked quite new and lost she said she couldn’t do the exchange and to wait as I waited 5mins passed eventually another staff member came over who went by the name Radi and was asking me for the details of the order as it was purchased online. Now this was a gift that was given 2 days prior to my visit it wasn’t suitable, how and why would I have these details?

This upset me even more because I know Mothercare’s policy they are able to exchange they obviously can’t refund. I explained this to her and she said no policy had changed. I took the dress and said forget it this is unbelievable and walked out of the shop.

Now this has added a lot of stress and pressure to me because I know I will have to go into a store to get it exchanged. The whole time I was in the shop I didn’t tell anyone that my own mother works in this store! And has been with the company for many many years.

I ordered rocking chair for my baby it was supposed to be delivered ages ago I called costumer service I spoke to someone called Muhammad he is the only one who answers the phone but he has no clue what costumer service is or how to sort anything but now I'm going to write to the CEO of mothercare and lets hope he will do something

I purchased the Journey buggy in December last year for my daughter who was born in the January. It worked well for the first 5 months in the fully reclined (flat) position, however as soon as we went to seated mode my daughter just looked uncomfortable in it and wasn't able to stay put for more than 20 mins without screaming her head off! I went to the store to see if there was anything they could do and they simply told me that as the buggy was built to last to 3 years there wasn't anything they could do.

So now we are left with a buggy that was supposed to last 3 years, but in actual fact has only lasted a fraction of its intended lifespan. We are now having to buy a buggy that will last its intended lifespan having wasted almost £300 on what we thought was a good buggy.

I have recently had a dreadful and very frustrated experience with this company. I have used Mothercare before and had no trouble, in fact when I go into the nearest store to me the customer service has been excellent. However, I ordered a playpen and highchair. Order no 1. Was told it was being delivered, playpen arrived was told by delivery driver highchair was on a different lorry. So rang customer service and was told it would be delivered later that day. It didn't turn up. Eventually after a number of phone calls to customer service, being told different things!!!! It eventually turned up. So I put it down to just 1 bad experience. The playpen and highchair was what we wanted. We then decided only 2 weeks later we would like the same items, so we could leave them with my mother order no 2. Well.... It took numerous phone calls which no one did their work properly, saying they would reorder it but reordered the wrong thing. 4 different people on emails they got it all wrong, after 11 days I was pulling my hair out. It was so frustrating. Even putting in a complaint they didn't seem to bother with. Eventually, I got a gentleman on the phone who seemed to understand my frustration managed to reorder and get items delivered next day so it is possible, this was after taking time off work on three occasions having texts saying it would be delivered even by the couriers!!!!!! And not turning up. Oh and They then sent out 2 playpens and asked me to return one by either waiting in for a courier, but, they couldn't tell me what time, or driving 20 miles to take it back to my nearest store, well if I could of done that I would of done click and collect.......in the first place. After more emails and telling them to take it as a official complaint and trading standards. They said they would offer a good will once they got the playpen back. Well eventually I sent it back via their courier only had to wait in so inconvenient. And then they did send a 20 pound e voucher. Which I definately, will not be using on line as you would expect after all that..
I was amazed that they didn't seem bothered by a very frustrated customer, in fact customer service via the phone and email was terrible. After 11 days I think I was more than patient. Its a shame they don't behave how they do in their stores.