Mamas & Papas Liverpool,

Speke Road, Liverpool L24 8QB

"Wrote an email nearly 2 weeks ago to the email address they've posted on other reviews to complain about the terrible customer service I received in this store and they haven't even responded. Minus 5 stars from me."

"I bought a travel systems that arrived over a month back to discover it was faulty. A part in the hood was detached and when I took it back to the store they informed me that even though it was a brand new pram seat I could only have the faulty product fixed and not replaced. Although this was discouraging I decided to take the path of least resistance and wait for the replacement part. The shop assistant informed me that this might take a few weeks and that they would contact me when it was in store. No contact was made to me as weeks went by so I decided to go into store. Once there the same assistant was behind the till and she told me that she would look in the back to see if it had been delivered. She told me it hadn't been delivered yet and I should come back the following week. When I did, she told me that there was a problem with the order and she would have to reorder it and very dismissively told me that it was a popular item and it was likely to be low in stock, so it might take a while. I asked how long the wait would be as my due date was now very close away (3weeks) at this point and she told me I could always use the car seat/carry cot as my baby wouldn't need the pram. Again this was said in an extremely dismissive way that really wasn't called for whatsoever. She told me that the spare part would have to first be delivered to head office and only then could it be sent to the store. She also informed me that this would take a following two weeks and it will only be delivered a week before my due date but that she would send me a message when it was in store. I waited beyond the two weeks and went into store again, with still no message from the store assistant. When I arrived there was a different store assistant behind the till. She found my details and seemed to be confused where the order was and this time called customer services. I had an appointment so could not wait in store to find out the result of her call but she informed me that she would let me know. As I couldn't miss my appointment I decided to trust that she would let me know. Strangely enough when I left the store I received an email to confirm the order of the part that needed replacing. No other time I went into store did this email get sent to me. Leaving me to believe no order was made until now for the replacement part. I have never purchased an item from a reputable store that, if broken, the brand offers not to replace but to fix the broken faulty product. It seems so unfair and not right that you can spend over a grand on something to come broken and just get it fixed. If the part even comes at all. And not to mention the rude and careless customer service I received every single time I went into store. Definitely will never go to that store at all, and will unlikely buy anything substantial from mamas and papas again as well."

"Staffs are stand offish and miserable. Always talking at the till without approaching for guidance. Scammed twice when asking for a gift bag. They’ll charge you for a standard bag that you’ll get for any purchase and toss in a tissue paper as a decoration. Absolutely horrible customer experience. If it wasn’t the fact that it’s a baby shop, it would’ve closed down a long time ago."

"Holly and Lydia were so helpful when testing the car seat on the isofix base in my car - went above and beyond. They also allowed me to collect an item I had ordered a few days ago, even though I hadn’t had the collection email yet. Thank you so much for your excellent service."

"Seeing a lot of the reviews on here, they are pretty negative. We agree that the customer service is pretty shocking. However, the store that we dealt with at Speke retail park in Liverpool, the people in here were extremely helpful. One girl, Olivia in particular was an absolute gem. After moving from Scotland to Liverpool, we needed absolutely everything for our baby girl. There was issues regarding delivery but only because a lot of things were stolen which we can hardly blame the shop for. We now are settled in our new home. After having a terrible time with flat pack furniture, I can honestly say that mamas and papas stuff has been the easiest stuff I've ever put up We are absolutely delighted that our baby's room looks the way it does and her pram, car seat and other accessories are just perfect. We can't thank the staff at this store enough, especially Olivia who was extremely helpful. Honestly guys you are doing an amazing job and we are forever grateful. So happy lockdown is over, now we can get back here shopping!!!! Kind regards Stephen and Sharon"