Dear Mothercare, an open letter.

Dear Mothercare, an open letter.

Dear Mothercare,

Today I left your store at Crown Points in tears – again. It seems no matter why I go in, I come out in a state of utter despair.

Forgive me for thinking that the name of your brand, Mothercare,  implies that you care about mothers. In my experience perhaps Mothercareaboutmoney. Might be a better fit.

When I was first pregnant, I was so excited about the idea of going to a Mothercare store to purchase essentials, like the pram. And that right there was where it started. We found a pram, a wonderful Joie Chrome Plus. I wanted the pram, with a sandy colour pack. I left with a pram, a carrycot, two car seats and an isofix base. It was supposed to be a happy occasion. That day I as I did today, I left in tears.

I didn’t want £100 worth of carrycot because the pushchair was suitable from birth. I told the sales assistant but she didn’t really care. In all honesty, she took one look at us and saw sales. I didn’t want the car seat, because we hadn’t done enough research, but you assured me that it fit in the car, it would last until me son was four and that because it was on sale, it was a great deal.

When the car seat arrived, you went to fit it in the car for us, so thoughtful, so caring.

Only it didn’t fit. Our car wasn’t on your ‘approved’ list – but little miss eager beaver didn’t tell us that. We bought a new car you know, that’s right a new car. Not once did a member of your staff apologise for the mix up, misunderstanding, not once did they offer us a different seat that would fix into the car. No one Mothercared. I was stuck with a car seat I didn’t want, that wouldn’t fit in a car that we had owned less than a year. It broke, and it had been discontinued – shock horror. You won’t be surprised to learn that we had to fight hell and high water for a refund.

‘Never again’ vowed.

Until the next time you emailed me (having stripped me of all my contact information the first time). Sale. Great, I can order some stuff online, and go collect in the store. I’ll be in and out in a flash. Only this time, your super super helpful sales lady wasn’t in. I was greeted with and I quote ‘what is it you’re wanting?’ as I oh so rudely interrupted some highlighting of very important information. I mean, in fairness to her, the other assistant all but ran off when she saw a customer approaching. Where was the Mothercare that time? I can’t say I was even surprise that my parcel wasn’t there. I left it. I felt humiliated and uncomfortable in asking for the goods that I had already purchased, I was not welcome. In fact I was barely even acknowledged.

Every encounter I have with your store is negative. The lights aren’t working, the doors/lift/tills aren’t working. The security system’s down. The item is priced wrong. You’re being refurbished.

I was rather please to hear that you had been refurbished.

I had my fingers crossed that may be your ever helpful staff had been refurbished too. But no.

Today I thought I’d treat my son to a play in the new soft play area. It looks nice, I mean as far as any soft play area does. I thought, yes they’ve turned a leaf, they do in fact care about Mums. (We’ll leave the fact that there’s a huge open plan ELC/Cafe situation that makes paying for the soft play the only option, because it’s the safest).

My son all but launched himself out of his stroller. I told the lady we hadn’t been before and I didn’t know what to do after she looked me up and down a few times, like I had grown a second head while crossing the car park. With my son almost falling over himself to go in, I was told I couldn’t enter because I had no socks on. Of course you sell them, for £2 a pair. It wouldn’t have mattered if I had had £2, I didn’t. She definitely did not care at all. ‘It’s just policy’. I had to drag my boy away from the fun. Away from the promise I had made because he had been so patient while I shopped.

It’s not your policy that I’ve got a problem with.

It’s hygiene after all. It’s that you can’t just have a box of socks for Mums like me today, you have to make money out of it, out of us. I was embarrassed by your member of staff today, by your greed. Why do I feel repeatedly ripped off and let down by your brand? As a new mum I felt awkward, today I feel utterly humiliated and uninvited to your store. Surely the message of your brand Mothercare, is to care for and about mothers. The lack of compassion and understanding in your Leeds store is a disgrace.

Today will be the last time I enter your store. Perhaps you should go back to basics and wonder what sort of a message you’re really sending, and who, if anyone is benefiting from it?

Yours,

Helen.

aalinkup(5)

15 Comments

  1. I’m not sure I understand the whole open letter thing it’s a bit passive aggressive isn’t it? Surely it would have made sense to complain about any issues at the time. To give them the chance to actually resolve instead of just being blog fodder. I’m not sure that any of the complaints are even that big a deal but they obviously matter to you it’s just a shame that Mothercare are not going to hear about them.

  2. Hope you’ve tweeted them so they know that you’ve had some appalling experiences. When the Tubblet was that age, we used Mothercare alot and always found the staff super helpful. It really depends on the shop and the local management I think. Hope this helps get things sorted for you 🙂

    1. Author

      Definitely a problem with this store. The people are just so rude, we’ve complained before, they don’t care at all! X

  3. If Mothercare doesn’t step up they will be totally out of the picture in the next few years, there’s so many other options and with the connivence and amazing choices of online shopping they really REALLY need to up their game and I would say lower their prices. Sorry to hear you had a bad experience, but well done for sharing it! #abloggingoodtime

    1. Author

      It could be such a great place the store itself is huge, but the staff miss the mark on every level. It’s such a shame.

  4. The whole car seat thing is a disgrace. I would write a letter of complaint and send to them directly hun. Thank you for linking up to #ablogginggoodtime 🎉

    1. Author

      I’m tempted. I was so pregnant and then new baby it all kinda got swept away. I forgive them every time and they just irritate me more! Haha x

  5. Oh no I’m so sorry to hear that you’ve had such a bad experience there! I know the nightmare of telling a child they can’t play when you’ve already told them that they can. Eeek! We buy a lot of stuff from Mothercare but we do it online #ablogginggoodtime

    1. Author

      You know when you just think aaaarrrrgh! I was annoyed with myself for expecting more!

  6. Oh no, not a good customer experience at all. I’m a firm believer in letting a business know when they’ve let their customers down so badly. I really hope you have contacted Mothercare directly as it’d be interesting to see how they responded. Good luck with getting a response and hopefully some restored faith…
    Thanks for sharing with #coolmumclub

    1. Author

      Nothing so far!! Fingers crossed they will. Something has to change in the store, it’s an infectious thing, negativity.

  7. The customer service in my local Mothercare is pretty shoddy too. The assistants are all about 10 years old and have no clue about anything – they just stand around chatting and hoping you don’t ask them questions! I once went in to pick up an order and the poor boy on the desk nearly had a heart attack when he asked what I was collecting and I told him ‘breast pads’ … not exactly the warm, mothering experience you expect from the brand! #coolmumclub

  8. Hahah I was not “mothercared” this made me laugh, I know exactly what you’re talking about! I went in for a pack of onesies and came out with a really expensive cot eeeek thanks for sharing with #StayClassyMama!

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