Does mothercare?

May 15, 2006 4:33 AM

Guarantee question. Bought a load of stuff from Mothercare in the UK. Arranged to have it delivered to home. Some of the stuff was not in stock, so it took them nearly 2 months to deliver it all. Now this is not a problem, baby's not due for another couple of weeks, my problem is they are stating that the guarantee for each of the items starts on the day of purchase and not on the actual day we took delivery from them. So in effect we've been stiffed of 2 months guarantee. Is this right?
posted by lloyder to shopping (9 comments total)

Did they charge you at the time the order was placed, or did they not actually take your money until they shipped the back-ordered items, as is common practice? If the latter, then I would call the day they made the charge and shipped the items the day of purchase.
posted by Faint of Butt at 4:49 AM on May 15, 2006

There's a pdf of a citizens advice bureau guide to guarantees here. Having a look seems to indicate that the conditions of guarantees you don't pay extra for are at the discretion of the seller, nevertheless the terms of the guarantee should be available for you to see, so it may be that you should request a copy of the conditions from Mothercare. It may prove they are abiding by their own conditions. Bear in mind you still have the standard consumer rights regardless of the guarantee.
posted by biffa at 5:51 AM on May 15, 2006

Can you return the items to a retail location when they arrive and immediately rebuy them?
posted by Gable Oak at 6:30 AM on May 15, 2006

They're probably within their rights to do this, but it's an awfully antagonistic stance to take toward one's customers. I would recommend returning the items and purchasing them from a retailer that isn't going to treat you so poorly.
posted by bshort at 6:43 AM on May 15, 2006

You're not clear on your definition of "right". In my mind, legal or not, it's wrong and there's no way in hell I would do business with a company with this policy.

Here's an analogy: suppose they have have a 14 day or 30 day return policy. If they don't ship for 2 mos and you return it the next day, is it fair for them to say 'Sorry, it's outside the return time'? I would think not and don't see why the warrantee should be any different.
posted by dobbs at 7:58 AM on May 15, 2006

Sorry dobbs - I'll include a link to my definition of right from the OED next question :-) (thats a big smiley)

That's a great analogy though, will use that in my next argument / discussion with them on this subject.

Faint of Butt - I paid in full on the day they were ordered, seemed the easiest thing to do at the time, rather than have to remember to return and pay at a later day.
posted by lloyder at 8:52 AM on May 15, 2006

lloyder, just meant I wasn't clear on whether you were looking for "is it legal" or "do you think this is ethical" re: right. :)
posted by dobbs at 9:33 AM on May 15, 2006

Write to the Chief Executive Ben Gordon at the below address. Sent a copy to the Chairman Ian Peacock. Have a little search to find effective letters of complaint. These men have the power to make your problems go away (ok... send you some mothercare vouchers to shut you up}

Mothercare PLC
Cherry Tree Road
Watford
Hertfordshire
WD24 6SH
FAX:[phone]

If you bought the automatic musical swing I will be here in a couple of months to show you how to disable the speaker.
posted by priorpark17 at 11:19 PM on May 15, 2006

Priorpark, start composing those instructions, the swing was indeed one of the things we got.
posted by lloyder at 7:24 AM on May 16, 2006