mino pushchair and mothercare.grrrr

[jimmijam]

Hello, Back in February we brought a mothercare mino pushchair for our lb.

A few months later the back 'music stand' bent, stopping the pushchair from folding properly. We took it back, they sent it off and replaced the music stand.

A few weeks back we returned the pushchair again because again it wouldn't fold-my husband had to force it shut (while swearing at it) in a car park, causing the handles to fold outwards instead of straight down. We explained what happened when we returned it again.

Last week we collected the pushchair with its new rivet (I think that's what they called it) and adjusted music stand. It didn't fold straight away for me to put it in the car, but did on the 2nd attempt so I assumed it was just a bit stiff. Today was the 1st time we attempted to fold it again-neither of us could.


Our nearest mothercare is a 45 minute drive away, so 1 1/2hour round trip in travel alone (only now the main road out of our town is closed for 3 weeks its going to take at least an extra 30minutes each way along narrow country roads, making it a 2 2/2hour round trip at least in travel time alone). We have 2 children at school and 1 at pre-school so our days off are busy enough already and we could only do the trip when our youngest has a day off from pre-school as we wouldn't make it back in time.



my husband rang customer services. we now hate the pushchair anyway (our spare is now our main pushchair) requesting they arrange collection and returning of it-NO, they wont do that, despite it being the 3rd return for the same fault.

He then rang the store-same answer.

Does anyone think I'm being unreasonable in requesting this?
Big name, has an online store with delivery. 3rd time returning 1 product from a fault not caused by us.


Has anyone else had the same problem?
Thanks.

[whitewineforme]

You're being totally reasonable asking for a refund! I had a Quinny Buzz and had problems with the tyres - I emailed John Lewis where I purchased it and they replied to offer me a refund without quibbling. They offered to collect the pushchair or I could return it to a store. I would expect the same from a big retailer like Mothercare but I have heard their customer service can be poor.

I would write and complain to Mothercare head office if you're not getting anywhere with customer services. State the issues you have had (with dates/people you spoke to where possible), your extreme disappointment and that you want them to collect the pushchair from your house and issue a full refund. The pushchair is not fit for purpose if its been 'fixed' twice and is still faulty.

[Sammie101]

Write on their Facebook and twitter, make sure everyone knows that they have sold you something that is not fit for purpose!

[jimmijam]

thankyou both!
sorry I haven't managed to get on here for a few days.
After several e-mails I got a decent reply..
On their own website one area (separate from that of the pushchair guarantee area) says defective items will be refunded- doesn't give a time limit or a limit to which items.
I quoted this to them and they checked it out themselves and found me to be right, saying I could get a refund or exchange.

Do I want to get anything else from them? no thanks.
will request a refund, though it will be a few weeks until we make it there unfortunately. will let you know how it goes.

:)