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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 ONLINE". 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
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I certainly won't be using them again
Awful experience - wont be spending my hard earned money there again!!
half of my item was da wrong 1z,recvice item clearly stated nt in stock until nov`10,even da cotbed I order was wrong + mattress was 4 a cot nt a cotbed..........
baby due
soon cant wait anymore so I will shop else where!
I have spent nearly £1,000 with Mothercare in the last year and have only encountered one problem! Spent an hour having my nursing bra fitted, assistant never looked bored or irritated with me. My car seat was out of stock and I panicked about getting my baby home from the hospital (hysterially, even though I could have walked home from our hospital!!!) they gave me an inexpensive one from the store after talking to head office, in case the one from the web did not turn up in time, despite having to write it off as they cannot be used again. Had two assistants help me choose all the stuff for my hospital bag and got advice about knacks putting a travel cot up and takin it down again even though I had not bought it in there. While I was wandering around in my happy little baby land, I did see several other customers be rude to the staff, from aggressive to snooty to absolutely barmy. Apologies to the blind lady who obviously did not see me standing next to the assistant who was helping me when she shouted 'Is there anyone in this shop that can help me'. Goes around.... comes around.... reap.... sow.... If you think this store is bad, try and find someone in babies r us that actually gives a damn!
Thankfully, it was service as usual when I had to take the item back. After a whole load of hassle, I was insulted by all 3 members of staff who were on the shop floor. One stood with her arms crossed trying to stare me down! When the manageress finally appeared, I told her that 2 other customers waiting to pay had walked out of the store, because there was no one to take their money. She said she didn't care, and no one had to shop there! If that's management's attitude, what hope is there for the rest of the staff?
Does anyone think there is really any point complaining to head office about their staff?
Pappa