Mothercare Complaints & Reviews
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Your Mothercare Reviews
Sonia Petcu: 1/5 Stars
They don’t care!
Not long ago I’ve purchased an ICandy pushchair from Mothercare Wood Green branch. After using it for almost 5 months it developed 3 faults, therefore I’ve taken it back to store and it was sent to ICandy for inspection. The pushchair is double tandem( seats one in front of the other). The store offered me a replacement pushchair also a double one but with seats side to side. This wouldn’t fit trough my gate or trough my door, and it wasn’t suitable for newborns. The minimum recommended age for usage was 6months plus. So I couldn’t use it. Then they have offered a single pushchair, no newborn insert either, so i had to carry my newborn and let my 2 years old sit in there. I was forced to leave my ICandy there because of the seat adaptor. It was broken, i was holding it in place with 3 cable tires but was dangerous for my 2 year old son, as the seat could have collapsed at any time. Even the ICandy team said it was dangerous but had no other options. Now i find myself with 2 kids and one single pushchair. I need to know how am I supposed to carry my two kids for at least two weeks? Why aren’t the stores equipped with tandem pushchairs since Mothercare sell them??? Why is a mum forced and expected to carry her newborn in a swing? I have purchased the ICandy from Mothercare in good faith, knowing that if something will go wrong i would be taking care of. Everyone was so happy and eager to take almost £1000 from my pocket, but when asked how will i manage for two weeks at least, everyone just looks in the ground and said there’s nothing we can do. Who is in charge of authorising what pushchairs can be given as loan? Who let’s a mum with two kids struggling? Why wasn’t i told about this when I’ve purchased it? I was only told that if something happened within one year we will help you. Well something has happened and I really don’t feel helped at all. If my back will be bad after two weeks of carrying 7kg child, who will pay for my pain? Do i have to take mothercare to court or can someone authorise the use of tandem pushchairs as loan.
Mothercare has not yet responded.
Carole Hafeez: 1/5 Stars
Missing gifts and tears
Home delivery service is appalling! Having placed an order for over £150 of toys that were meant to be 3-5 day delivery I am still waiting after 2 weeks for items, they were all in stock when ordered but apparently aren't now! Only after chasing them up and complaining have parcels been sent out in stubs and drabs! Customer service and speed of response via email is disgusting! I will not be using them again and will go directly to ELC store rather than trust them to deliver anything on time for my children! Do not trust their home delivery dates or there will be tears!
Mothercare has not yet responded.
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Peter Baker: 1/5 Stars
yvolution strolly compact childs trike
I ordered the yvolution strolly compact childs trike from Mothercare (early learning centre) in time for my sons first birthday on 23/02/17. The trike arrived on the 18.2.2017 and upon receiving the trike, the description on the box was nothing like the trike advertised on the Mothercare website (I believe the one Mothercare sent out is an older version of the one advertised online). I therefore emailed Mothercare customer services advising of this the same day it was delievered. They asked for photos of the trike delivered to us and the trike advertised online as well as for a outline of the differences between the two. I did this and Mothercare replied saying that we could either return the Trike to a Store or wait in for it to be collected by their courier. I was still hoping I could get the advertised trike in time for my sons birthday so I phoned Mothercare on the Monday to explain the situation to them. They appologised and said if we returned the trike to the Southampton store they would order another one in for us to pick up the same day. They advised that it would take 2 days for the trike to get to Store so on the 2nd day I phoned up the Southampton store to find out if the trike had arrived in store, they said yes it had. I asked the assistant to describe the picture on the box to me, to verify it was the trike advertised online, but sadly it was the same trike i had already received so i asked the assistant how this problem would be resolved and she said she would look into it and get back to me. She did, but had no answer to our problem other than to contact Mothercare customer services. So we phoned Mothercare customer services up to find out how we could sort the problem out, we made four or five lengthy phone calls over the next couple of days explaining the situation we were in, each time we spoke to a different person, we then had to explain what's happened and the difference in the trike advertised and the trike we've actually received, each time they said they would look into it and get back to us which they didn't. All we wanted to know was if we could get the trike Mothercare were advertising online, each phone call we were told they would need to speak to their warehouse to find out if that trike was stocked and they would get back to us in 24 hours. 72 hours later we had not had not heard from Mothercare about this. When we did hear we were asked to resend the pictures of the two trikes as they were unable to find my initial email. I did this and after several more emails and phone calls, was told that Mothercare were unable to supply the trike advertised online, so if we wanted to return the trike we either had to stay in all day for the Mothercare courier, or return it to a Mothercare Store at our expense ( eventually they did offer us a £20 voucher if we return the trike to a Store but this doesn't help cover our cost of petrol it takes to return it to store). In the meantime we contacted yvolution about the matter and they agreed that it seemed Mothercare were sending out an older version of the trike advertised online. We have also looked at the Mothercare website and see that the trike we wanted - the yvolution Strolly compact' is still being advertised on the website using the picture of the trike, we thought we would be getting. We have raised this in emails to Mothercare, following on from being told they could not supply this trike and Mothercare have ignored this.
Mothercare has not yet responded.
Alyson Rennie: 1/5 Stars
I visited the Mothercare online site to look at cot beds. The site immediately shows a free mattress with every mothercare cot bed. On delivery of my cot bed there was no mattress. On contacting Mothercare they advise that it is with Mothercare's own brand and not every cot bed purchased from o. I think it's a bit misleading what would your view be?
Mothercare has not yet responded.
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Story by Fred Isaac
Mum raises concerns over the Mothercare Maxi-Cosi Axiss car seat
A young mum is worried that a popular car seat doesn't do enough to protect children's heads.
Gillian first became concerned about the Maxi-Cosi AxissFix i-Size when she noticed her ten-month-old twins’ heads flop forward as they slept.
She is worried her babies’ breathing will be restricted when their heads slump onto their chests.
And she doesn’t think the chair would provide enough protection if she crashed.
“I personally believe this is a serious safety problem,” Gillian, 29, said.
“The seat doesn't lean back enough - their heads are slipping out the seats when they fall asleep and there’s no way they can get it back in because it’s caught in the side of this v-shaped rest.”
It’s a similar problem to the one parents claimed to have spotted in the i-Anchor car seat.
Corsas and compatability
Civil servant Gillian bought two of the £375 a pop chairs from her local Mothercare in Coatbridge, Falkirk.
Staff at Mothercare tested the seats for compatibility in the family’s Mazda, but not in their brand new Hyundai.
Gillian also tried the chairs in her Vauxhall Corsa but found her babies’ heads could still shake free – despite the car being on Maxi-Cosi’s list of approved models.
She thinks ditching her Mazda for the Hyundai has made it difficult to get anyone at Mothercare to investigate.
The retailer told her that, because her new Hyundai was not on the compatibility list, they couldn't help her.
“They don’t seem interested and just keep palming me off by talking about the wrong car,” she said.
“They keep bringing it back to Hyundai and the Mazda but blaming the car is not the problem. The seat is not appropriate for the Corsa – it clearly doesn't provide a large enough recline.
“I’m worried something serious will happen before they do anything about this.
“There needs to be further investigation done to stop this happening to other people.”
We invited Mothercare to respond to Gillian’s concerns and they have assured us they’re looking into it. We’ll update you on here.
Reviews of the car seat on the company’s website are largely positive, but some express the same safety concerns as Gillian.
One parent, Jade, wrote: “My son’s head always lolled forward with his chin to chest. I did not feel it was safe and when I accelerated his head flew forwards often making him cry.”
In the previous case of the i-Anchor car seat, customers who complained were offered wedges that increase support around the head by manufacturer Joie.
Retailers like Mothercare sell a range of add-on products aimed at helping parents make sure their children are secure.
Gillian and her partner were unaware that wearing a coat may affect the position of the child in the seat – and therefore their safety.
They feel this is not made clear enough by the retailers when you first purchase the chair and that parents shouldn’t be expected to find this out by trial and error.
Car seats are not "one size fits all" and will sit different depending on the make and model of the car.
Update: Maxi-Cosi's Response
Manufacturer Maxi-Cosi told us:
"Our car fitting list is a guide, and only a guide, consumers are advised to have a car seat fitted into their car before purchase and they should do this again if they change cars.
"From a safety point of view, it is essential that babies are seated correctly in their car seats with the harnesses correctly located and tightened. The thick wadding of a heavy jacket may prevent the harness being tightened sufficiently to hold the child back in the correct position that will help to prevent their body and head tipping forwards. Such jackets may also hold the child’s back away from the seat, potentially holding them in an unnatural position which may be both uncomfortable and also cause the head to tip forward. Jackets with hoods may also hold the head further forward away from the headrest, potentially leading to head tipping.
The Axiss Fix car seat is manufactured to the highest standards and meets all existing regulatory and legislative standards. We have no knowledge that any injury has been caused to a child using this car seat."
Have you had problems with your car seat? Let us know at A Spokesman Said.
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