I bought a Mamu 4 Twin pram through the Mamas and Papas website. I thought that as Mamas and Papas had a good reputation it would be a good choice and there is not a Mamas and Papas shop within 120 miles from where I live. On recieving the Twin Mamu 4 and finding that it is very hard to steer, unfold and uncomfortable for my twins I telephoned the customer service help line was promised call backs on several occasions and did not get them. When you live such a long way away from the nearest shop - what do you do? I phoned them on numerous occasions and sent emails - anyone else had problems buying online?
I have bought all sorts from mamas and papas, the first thing I bought was my changing station and all the plastic has torn on the changing mat along the seams. I bought the luna pushchair which is considered by many mothers (including me) to be dangerous and the backrest used to fall down at one side, it tipped up very easy too, I bought the matching bag and parasol on line, when I took them all back to the shop I could only have a refund on the pushchair as they could not find the transaction that I made on line, so I changed it for a babywalker which on one occasion has collapsed on my baby and bruised his legs. I then bought the skoot pushchair which was broken within 3 weeks and had to be sent back to be repaired, there was no temp for me to use so I had to use my big pram for a week. Although I do like the skoot it has its problems, the wheels buckle all the time and it is impossible to get it up a curb when it is in pram mode. Then I bought a footmuff to go in it, the zip has broke. I have bought many outfits and even when you follow the washing instructions, they shrink and mis-shape. I know mamas and papas are supposedly reputable, but I have not had one thing off them that has lasted. I found the customer services helpline useless, however the customer services in the shop were brilliant.
Have you used the pushchair outside? If not just send it back to them. I would try giving them a timescale to return your calls or e mails then say you are going to seek legal advice, also mention that you will take it further and go to your local newspaper. There was a lady on the luna pushchair thread who said she was going to go the radio station, she gave them 1 last try 1 hour before she was due to go on and she got a full refund. Just keep on at them and dont give in.
Girls I work for mamas and papsas and I'm surprised at your comments. As a general rule we are very good at sorting out customers problems and try to resolve most issues.
I can't answer for customer services as I'm a sales consultant on the shop floor, but they do tend to get results. I'm sorry you've had problems Alison, if I were you I'd get on the phone to customer servs and stay there till they sorted something come hell or high water!! Although it is unlikely much would be done unless the item is actually faulty.
Nicola your comments regarding the Luna do surprise me. We sell lots of them and get a very small percentage back in with faults..but if it is indeed dangerous then make the most of the loan policy in store and get it fixed while still under guarantee!! It is very rare for a store to run out of loans (unless you want a specific model) we pretty much always have a pushchair that you can use while yours is in for repair. The Luna has now been upgraded and adjusted in line with survey responses...so the new one may have resolved the issues you have.
All retail chains will have problems with items and yes m&p will also have it's share of problems, but the customer services in store and usually over the phone are second to none and our repair service is excellent. I hope you all get your probs sorted soon.
I have always had exellent customer service at the store where I shop, which is the reason I keep going back to buy more, its just the helpline thats useless. M&P do make lovely stuff, I just dont think any of it is very well made.
I know they have changed the luna but the problem I had with it was that when I lifted the back wheels over my doorstep, my baby was left dangling in mid air, the modified model still does not have fixed straps so is not going to help with the dangling baby. I was told that it was totaly safe and that he would not fall out but it was inappropriate. I know there are many other mothers who feel the same, in fact I have not read one good review on it. There is a thread on this forum somewhere about it. I actually took mine back and the ladies in the shop were really helpful, they gave me a refund straight away and agreed that it was inappropriate.
