Faulty pushchair snapped with my one year old son hanging upside down and manufacturers and retailers are being difficult. Help please.

[desertrosefirefly]

I have a Zynergi Zoom Tandem Pushchair which I used for my 13 months old twins. We had been using car seats that clicked in to the frame, but due to the twins size recently changed to using the chairs that came with it. Over a week ago my son was laying in one of the chairs and after only walking for a few minutes my son was upside down, almost touching the ground. On close inspection of the pushchair I found that it had snapped through on both sides. My son is only on the 50th percentile for his weight and we have looked after the pushchair, even purchasing single buggies for going on holiday so that our pushchair was not thrown around at the airport. I contacted the retailers straight away but they told us that the manufacturers were not bothered by this at all. They told us that we would have to pay for a new chair part because we only had a year warranty but of course the pushchair is still covered under the Sales of Goods Act. When we mentioned this to the retailers and said we were forced to report this to Trading Standards they have now said we can pay for the collection and the re-delivery of the chair to us, so it can be looked at for a fault (they already have photos). I have lost all confidence in them and think this is just to make out they tried to do something and really cannot afford to be paying for them to just mess us around further. Especially now that we are without a pushchair which I can actually get out of the house with my twins by myself. I need a pushchair before school run is upon us again and my husband works every hour so I am completely stuck until we get a double buggy again. Does anyone have any advice?
Thanks.

[Tiggywunkle]

I am sorry but I dont have any advice. But this is typical of what I have heard of customer service from O'Baby. I had two retailers refuse (independently at different times) to sell me a Zoom because of problems with the company in the past and the costs involved to even get the company to look at the pushchair.

[Mosman]

Did you pay by credit card, if so contact visa or MasterCard they will get you your money back, they did for me with a second hand wedding dress that looked like a dishrag.

[desertrosefirefly]

Thanks for the information both of you. We have had legal advice that told us that we need to give them two opportunities to fix it before we take it further, so that is what we are doing. Disgraceful if Obaby know there are issues with their products though, since babies' safety is involved. Upset that Precious Little One do not follow Sales of Goods act and try to palm it off on the manufacturers only, especially since I have been a loyal customer, but I will not be purchasing from them again if they do not do the right thing.

[PuffandStuff]

Are they on Twitter or Facebook? I'd mention it on there!