A little off topic but hey it’s a blog so you can let me off. We recently went to our local Mothercare to purchase a baby car seat and a stroller for the little one. They had a good price on both items and being in debt, every penny you can save here and there helps. They didn’t have what we wanted in stock but told us it could be ordered in for delivery Wednesday.
Wednesday came and what should happen is you get a text message. This text message didn’t arrive but no bother we weren’t going to Mothercare until Thursday to collect any way.
Thursday arrives and so we head to our local store to pick up the much needed items. We got there. waited for a while to find out that due to IT issues the items had not been delivered. No bother they can be ordered in for delivery on Friday. To save a wasted journey I phoned the customer service line to check what was happening with the order. I was a little peeved to find out that the items would not arrive until Tuesday.
This was not satisfactory and to make matters worse the customer service agent didn’t seem too interested. They weren’t rude or anything just very distant from our situation.
Rob makes a complaint in the usual way!
Well you can guess what I did next. I searched Google for the CEO contact details for Mothercare and sent the following e-mail: –
I wanted to explain to you why we will no longer be purchasing anything from Mothercare any more.
Our latest order was the straw that broke the camels back. This order was supposed to be delivered on Wednesday this week so you can imagine our surprise when in store yesterday we had been told the order wasn’t there due to IT Issues.
The order was put through and was supposed to be delivered today. I called up the customer services line and was told no the order will be delivered on the 20th. I explained this was not satisfactory and nothing was offered, it was a case of tough luck it is the 20th.
This is the second order we have asked to be delivered to store that has gone wrong. The first time we put down to bad luck. However as this is now the second time clearly there is some issue with the fulfilment process.
What is upsetting though is the complete lack of empathy from the supposed customer service line.
So as it stands you have lost one customer who has spent a lot of money over the last two years at Mothercase (mainly in store). Whilst this probably doesn’t bother a large organisation we thought it appropriate to let you know how some of your customers feel. A quick look at your Facebook page reveals a lot of customers in the same position and no doubt they too will take their business elsewhere.
Feel free to call me if you wish to discuss this matter further.
Around an hour later I received a call from their head office apologising for the issues. In the interim I had also contacted the store who by the way I have no issue with. The store agreed to supply a more expensive seat at the same price as the one we ordered which was pretty good of them I thought and I would have left it at that.
The icing on the cake was the £30 voucher to use at Mothercare from the head office so all said and done the experience went from negative to positive and we will continue to shop there. It takes the total amount earned complaining to around £700 this year. Not bad work if you can get it! Of course we would rather not complain.