Mothercare online problems

I admit, it was a shock at first, but in time I came round to the idea that miss independent “I love my career” daughter and partner were having a baby.  Slowly getting used to the idea off I went and searched for "MOTHERCARE ON LINE".  They promised to ease the burden of having a baby so it was time to spend some money.

I ordered one pram and one sterilizing unit plus a few other bits and bobs.  I must have spent over 500 euros by the time I got to the checkout, so I clicked on the button once I was happy with my purchases.

Now the money was taken from the bank account straight away and my bank indeed called to confirm that I made a purchase on this particular debit card.  Two days later an e-mail from Mothercare customer care stating that the order had been cancelled and that there was a problem with this card.  Okay mistakes happen so I called them back to ask why this had happened.

Well it just may have been easier getting information of MI5!  According to them I'm not who I say I am.  After a quick check in the mirror I was convinced, but just to double check I asked with the man I have lived with for the last sixteen years… just in case.  What a relief it was when he confirmed that I was indeed me!

I live in the Republic of Ireland for the last ten years, but the order was being delivered to my very pregnant daughter in Scotland.  So I asked just what the problem with the order was.  Finally after about four phone calls and a fresh attempt at placing the order I was advised by Miss “droney voice" that the card was issued to someone with a UK address.

Much gnashing of teeth now and I called my bank.  They confirmed what I suspected all along… I was who I thought I was, I lived in Ireland and indeed this card was registered to me at my home address.  So I called Mothercare again and went through the process... yet again!

By this time they could stick the order.  My money is good anywhere, but I wanted to get to the bottom of why they thought that I was trying to commit Internet fraud with some card issued to UK address.  I asked if I could have the name of the "Institution that clears the cards as they have misinformation or old information about me. “I’m Sorry” said the droning voice,”we can't divulge those details to you.”

I was starting to loose the will to breathe and replied to her "Okay, then please inform the police that I am trying to purchase goods with a card that is not mine…please… I insist."  I was asked not to take that tone of voice with her.  Well pardon me for seeming a little bit upset “Miss can’t be bothered!”

Finally, I managed to speak to a supervisor (they do exist you know).  Said she believed I was who I claimed to be, but that the card clearing institution which cannot be named must have made a mistake and it just cannot be rectified by me.  Nothing they can do to help.

She then asked me "Would I still like to proceed with my order..."  I kindly said "No thank you, my grandchild will be starting school soon so won't require that pram now; even though she was but an embryo when I first tried to place the order.”

I don't think she thought that funny  Well guess what?  Neither did I and to sum up my experience with ordering online at Mothercare, I’d say that they probably don’t care because they really weren’t very helpful in getting this problem sorted out.  Maybe others have had a more productive experience than I have had.

By: Jan