Right, I am very very angry at the moment, so more ragfe might go into this than is necessary, but I am sooo fed up after spending a whole week at home with two under-3's!
I bought a Babyweavers Lynx Tandem from Kiddicare in October to accommodate new baby (born in October) and 2 year old ds.
I had a C-Section so was unable to use pram for about 5 weeks (plus dh at home, so he took ds1 out for walks withou
t pram/ my mum helped out by giving us lifts in the car). Then it snowed for 6 weeks. Then it was ages until the streets around here were walkable on, let alone push a pram on. So, anyway, long story short I have used this pram precisely 6 times. That's six times on flat ground - nowhere adventurous.
I bought from Kiddicare because I had heard about their great customer service. How wrong I was.
I went to view a nursery with my 2 kids in the pram last Thursday. On the way out the door the lady noticed that a bit had fallen off the wheel. I went to pop it back in and a spring popped out. I pushed that back in and a ball bearing came out. I lifted one side of the pram up to have a look and the whole wheel, including part of the axle fell off, with both kids in the pram! Hence lots of scurrying around by me and nice nursery lady to get the kids out of the pram before it tipped (it's a 3 wheeler). I'm pretty lucky that the lady noticed this, as my next course of action was to roll out of the nursery (smooth flat all the way) and then bump down the kerb onto v. busy main road. I'm pretty sure wheel would have fallen off while bumping down, which would have left me in a hairy pickle, or maybe even an accident.
I dread to think.
As it was I had to abandon pram at nursery and get the nursery lady to help me lump home the 2 kids, blankets and bag (luckily it was just along the road!)
So I emailed Kiddicare and told of the problem. I got an email the next day telling me to fill out a form so they could pick it up, asking me to specify a date. I asked for Monday. They never confirmed over the weekend so I phoned them on Monday and spoke to a woman who said that they were sorry, they hadn't been able to book on, would Wednesday suit? I was a wee bit miffed but agreed. I check my inbox; this woman saying that she would arrange it for me over the phone so I didn't have to email and she said she would send it to XXX. I have an email from the woman to XXX saying 'XXX could you book this on for Wed 2nd |Feb please".
To me this clearly looks like she has sent the email to me insead of XXX, so I send a reply to XXX saying 'Think this was meant for you - hope you got it as that's me been stuck in the house without a pram for nearly a week come Wednesday - I wouldn't want it delayed any further!'
I get an email back saying 'Thanks for your email, I'll confirm as soon as this is booked on'.
So I wait.
This morning I get another email. I think it's much waited on confirmation, I open it, it's not. It's an email saying exactly the same as the last!
So I phone them (10p a minute folks!) and the woman (who first tells me the pram has been sent back to the manufacturer - er no, it's in a bloody big box in my hallway collecting dust!) informs me that it's not booked to be picked up today - but would I like it collected at a more convenient time? Er, no!! It was convenient today thanks!
Who did I talk to?
XXX
Oh Ok, XXX will call you.
An hour later, XXX calls, she is 'sorry', the manufacturer have said that they can send a pinwheel out, this will probably solve the problem.
Saves me being without a pushchair (ha ha ha - belter!)
I say no, I would still rather it was collected and looked at properly please, as if it's not pinwheel, then it will still have to be collected anyway.
Ok, she arranges for it to be collected tomorrow!
Might be back at us around Monday/Tuesday, maybe.
(Like I trust them).
Perplexed and angry I give in (I am a pussy and tbh was so angry that I just agreed - didn't know what else to say). Then as soon as I hung phone back up I realised that I was busy tomorrow (docs) and can't wait in from 9-6pm for the thing to be collected (again!!)
And besides, I wanted to put in a complaint. So I phone back and say that I can't wait in tomorrow and want to make a complaint about the way this has been handled. She isn't very nice to me actually, and books me in for Friday (am yet to see if this will transpire - do I trust them? Do I buggery!) I complain and she says 'well we sent you an email on Monday, obviously you didn't get it and that's delayed the whole process'!!! 
I was too perplexed to say anything else. ABsolutely dumbfounded that they are trying to blame me now!
SO (sorry, am completely incapable of writing short posts) AIBU to want a refund?
Or at least a better alternative. I just feel like I've been passed from pillar to post, nobody knows what's going on, and nobody gives a monkeys. I paid a lot of money for a pram and have been stranded for the forseeable. WWYD???
I never complain about anything and the red mist has descended - I'm like a dog with a bone once it starts! Rage!!