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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to expect TJ Hughes to care that the buggy they sold me is unusable?!

74 replies

lowrib · 10/11/2010 07:58

I know TJ Hughes is a discount store, but I did expect the buggy they sold me to last a little longer than 6 weeks! The worst bit is that the wheel has fallen off, but there are lots of other things going wrong with it too.

I also expected the rain cover they sold me with it to actually, y'know, keep out the rain. It doesn't stay on. I tried to take DS to his CM in the rain the other day, I only made it as far as the end of my road before DS was cold, wet and hysterical. I had to turn back.

I would also have really liked it if the sales assistant had told us that it's only designed for children up to 15kg! DS (22 months and already over 15kg) was with us when we bought it, and they didn't mention a weight restriction - if they had, we wouldn't have bought it!

DP tried to take it back yesterday. They have taken it away to repair or replace it. But when we get it back we'll still have a buggy we can't use in the rain! Angry

Also as we've since found out that it's not even suitable for children DS's age, shouldn't they now give us our money back as they mis-sold it to us?

At no point did they mention that there was a weight restriction. I didn't see anything on the buggy that said this either - how were we supposed to know?! Surely they should have told us this?

I now have no buggy, and they're repairing something I can't use, which seems ridiculous to me!

AIBU unreasonable to expect more from a discount store?

OP posts:
Original poster
lowrib · 10/11/2010 15:56

"The list of information was all on the products so it's really up to the customer to read it. "
Well that's good for customers of your shop - but the information wasn't displayed in this shop.

We did try DS in it in the shop but it's only become obvious that it's not suitable with use.

OP posts:
Original poster
lowrib · 10/11/2010 15:58

We realised that the straps were low, but thought it was just that it was poorly made. We didn't realise there was a weight restriction thing until we looked at the website this week, when the wheel fell off.

OP posts:
going · 10/11/2010 15:58

They have offered to fix it, they are not obliged to give you a replacemnet. WHen my washing machine broke - was without a working one for 5 weeks - John Lewis didn't offer me a replacement to use while mine was repaired.

I recently bought a Maclaren in John Lewis, it's for a 15kg max child - DS is probably around that weight but they didn't point it out to me and wouldn't havce even thought of it until I read your thread.

Original poster
lowrib · 10/11/2010 15:59

Thanks for the brand name SecretNutellaFix.

I know it mentions the weight restriction online, but we didn't buy it online, we bought it in the shop.

OP posts:
saffy85 · 10/11/2010 15:59

It would be on the box..... Up to you to read it. Hmm Can't be that difficult to work out surely?

herbietea · 10/11/2010 16:01

This reply has been deleted

Message withdrawn

Original poster
lowrib · 10/11/2010 16:02

Thanks for that saffy85, nice one Hmm

OP posts:
Original poster
lowrib · 10/11/2010 16:03

No, I didn't realise the straps were too low. I only realised with use!

I didn't think it was poorly made when I bought it either.

OP posts:
SecretNutellaFix · 10/11/2010 16:04

I think I am edging towards YABU, if only for the fact that you thought it was poorly made, but bought it anyway.

saffy85 · 10/11/2010 16:05

Anytime. Smile

SecretNutellaFix · 10/11/2010 16:05

x-post, sorry.

Original poster
lowrib · 10/11/2010 16:05

I'm surprised actually.

A shop has sold me a pram which has fallen apart within 6 weeks, with a rain cover that means it's unusable in the rain and it turns out now that it's actually only for smaller children, information they know as a company but didn't display.

And that's OK is it?

OP posts:
cupcakesandbunting · 10/11/2010 16:07

I think that YABU for expecting decent customer service from TJ Hughes. It's like dining at Greggs and complaining that they have no caviar. But YANBU for being pissed off with how they have dealt with it. You should have been offered a refund, end of.

SecretNutellaFix · 10/11/2010 16:08

Lowri- they may not realise about the weight. They are not a specialist retailer.

When did you start noticing things weren't ok with it anyway?

Original poster
lowrib · 10/11/2010 16:08

Where did I say I thought it was poorly made in the shop?! I didn't!

Sorry perhaps my English was misleading. I didn't realise the straps were low until we'd been using it for a bit.

It was only with use that I came to realise it was poorly made, not in the shop!

OP posts:
cupcakesandbunting · 10/11/2010 16:08

Oh, lowrib. This is what happens when you post an AIBU fully believing that you ANBU. :)

I think you needed a rant but perhaps you should have done it in Chat because a lot of people will disagree with you.

Casserole · 10/11/2010 16:08

Did it come in a box?
If so, did that box have the weight restriction anywhere on it?
Did it come with an instruction manual?
Did that dispaly the weight restriction anywhere in the text?
Is there no sticker anywhere on the chassis that tells you the weight restriction?

If no to all of the above then I don't think YABU on that point. But I would be surprised if all 3 of those things were missing.

Original poster
lowrib · 10/11/2010 16:09

They know about the weight - they've written about it on their website. I wonder if it's a legal requirement or not to tell the customer these things. I'd be surprised if it's not tbh.

OP posts:
Original poster
lowrib · 10/11/2010 16:10

"Oh, lowrib. This is what happens when you post an AIBU fully believing that you ANBU."

That's alright cupcakesandbunting Grin it's helping to get my arguments sorted before dealing with TJ Hughes again.

OP posts:
tutu100 · 10/11/2010 16:10

I understand why you are upset, believe me I had major buggy trauma with M&P for 3 months which got me so stressed. I thought buying from a specialist baby shop would gaurentee me piece of mind. It didn't! So I don't think where you bought it from would really make a difference.

You are complaining about several different problems which by law are dealt with in different ways.

However the overiding fact is that you have been left without a buggy albeit may only be temporary. I would suggest returning to T J HUghes. Asking to speak to the manager and explaining that you currently have no buggy which is not an acceptable situation to be in. And see what they say. Have you asked it you can exchange for another buggy? They may be more willing to do that than give you a complete refund.

If they still refuse to help, then I would reccomend contacting Consumer Direct for advice. They were excellent with helping me deal with M&P.

thisisyesterday · 10/11/2010 16:10

oh stop being mean you lot! some people don't have the £££ to go out to John Lewis or mothercare and buy a buggy

agree with the weight limit of 15kg being fairly standard

i do however think that if it is not fir for purpose you can still demand a refund. they are well within their rights to say they want to repair it first, but if you still feel there are other issues that make it unfit for use (aside from the weight limit) then you could try and argue for a refund.

it would be worth your while giving consumer direct a ring and asking for their thoughts., if they say you;'re entitled to a refund due to raincover not working, straps too low etc etc then you can use that when you speak to TJ Hughes next.

if the worst comes to the worst then chuck it on ebay and buy a different one.

saffy85 · 10/11/2010 16:11

I love T J Hughes, bless 'em but would never in a million years buy something like a buggy from them for the reason that it would be a pain in the arse to take back. Thinking about it I'm surprised they didn't just bung you a refund if only to get rid you, especially if the queue at your local T J Hughes cuatomer service desk is anything like mine!

SecretNutellaFix · 10/11/2010 16:11

no it's not. The information has to be made available to customers, either on the product label or instruction manual. It does not have to be pointed out to customers.

Original poster
lowrib · 10/11/2010 16:13

The way they've dealt with it was ridiculous actually. They told DP that MIL had already been in and they'd already fixed the wheel. When he told them that was very unlikely given that MIL lives 500 miles away, the guy actually argued with him about it!

Turned out in the end he was confusing us with another customer, who also had a wheel fall off.

OP posts:
Casserole · 10/11/2010 16:15

So is that a no then on my weight questions?