Mamas & Papas — Attraction in London

Visit to White City Mamas & Papas on 04/08/2025 at ~5:30 PM

I don’t usually leave negative reviews, but this experience at the White City Mamas & Papas deserves to be highlighted.

I visited the store on August 4th, 2025 at around 5:30 PM to purchase a helmet for my son. I had already confirmed with another branch that it was in stock. Unfortunately, I wasn’t able to get through on the phone to reserve it, so I made the journey from South London to pick it up in person.

When I arrived, the store appeared understaffed — one person at the till, and a young Indian staff member who had just finished helping another customer. She noticed me and asked if I needed assistance. I showed her the helmet I was after, and she reluctantly agreed to check the back for it. While her attitude wasn’t welcoming, I stayed patient.

After a few minutes, she returned with the helmet — so far, so good. I went to the till, ready to pay. That’s when the real issue began. She scanned the item, paused, and then told me to wait while she served other customers. Again, I remained patient.

Eventually, another staff member appeared at the till, but the first employee told her not to help me as she was already “dealing with me.” I continued to wait.

When she finally turned her attention back to me, she told me she couldn’t sell me the helmet because it was marked as a click and collect item only. (Not reserved) Her suggestion? That I go online, place an order, and return to collect it later — even though the item was physically in front of me.

I asked for clarification: if I place the click and collect order now, could I take this helmet with me? She replied no — the online system would trigger a new item to be sent to the store for collection.

At this point, my patience ran out.

I had traveled across the city, waited without complaint, tried to assist her by going through the online process, only to be told I still couldn’t take home the helmet I came for — the one right in front of us. Her dismissive attitude and poor customer service made the entire experience incredibly frustrating.

For management: this happened on 04/08/2025 at approximately 5:30 PM. The staff member in question was a shorter Indian girl whose name badge was partially worn off — unfortunately, her attitude was just as worn.

To other customers: be aware. If you’re hoping for a smooth experience or decent service, I’d strongly advise avoiding this...

Terrible customer service. I had the most shocking and humiliating experience. Went to the store in Westfield White City and supervisor Won was an absolutely time waster. I wanted to buy a pram set and he said he offered a price match so i found it cheaper online and showed him. Because he had just start serving another couple he sent the other staff Zarah to check if the set I found cheaper online was the same one they had in the shop as it had to be a match in terms of colour and pieces and she confirmed it was the same same one. Supervisor Won then kept avoiding me after that. He kept coming and giving the excuse that he was gonna be with me as soon as he had finished with the couple that had arrived before which was fine by me but he carried one with that excuse for almost 2 hours. He was then walking left and right, up and down and kept avoiding me. I then spoke to him saying that if he didn't want to sell it he should just say it but to give me an answer as i was tired of waiting. He lied saying that unfortunately they didn't have the car seat that was showing in the set hence he couldn't sell me the set but Zarah said that they did have it in store so i was confused. I said to him that i would take the car seat he had in store instead even though he was claiming that the quality of the one in store was inferior and i said i didn't mind and i was happy to buy it either way. That was when he got rude and refused to sell it turned his back and walked away. I'm 5 months pregnant and he made me stand in there for almost 2 hours, couldn't even be bothered to ask me to have a seat and refused to sell it without giving me a reasonable reason. It was a completely humiliating experience. He's unprofessional and rude and made me feel like i was worthless. I left the store feeling like i had to beg for something that he offered me in the first place, humiliated...

Very disappointing experience I’ve purchased two items from there and requested one to be refunded and the customer service girl didn’t want to refund. she told me I need to speak to costumer service so I’ve asked if I may speak to them .she told me they are closed and I have to call them from my phone then I requested if I may speak with manager and she said that’s fine. As the manager walked to me he straight way said why are you shouting at my staff and I was confused as I didn’t shout at all I believe the girl who was serving me thought I was going to complain about her so in her diffence she thought I must say something and she told him a lie I am not as disappointed at her as much as with manager because the manager instead of asking how may I help and what is the issue he instead walked very unprofessionally asking me why are you shouting at my staff which he didn’t notice him self. I was disappointed at his reaction and shocked I said to him if you as a manager speak to costumer like this then what will your staff learn so I’ve requested for his name and asked me if I can see his name he didn’t show me the badge and he told me his name is Rory so I asked for full name he Said Rory hervy I hope he was the manager and he gave me true name as I believe from his behaviour he can’t be the manager.

I hope this massage goes to Mamas and Papas head staff and something gets done about this I hope I didn’t experience this for beaing different in there eyes and I specially a manager behaving like this made me feel who else to ask for help I am sure all staffs are not like this but I won’t be going back to this store for sure I didn’t have this experience there before I will be writing to head office as well I hope this stops, And if this person was not the manager then I believe the manager should be aware as this is bullying...