Wondering what are people's thoughts, any similar experiences/advise?? This is a copy of a letter sent to Toys R Us with the complaint re. an unsafe pram
Re: Faulty Pram
I wish to bring your attention to a serious complaint regarding a faulty Silver Cross 3D Pram system purchased from the Swansea branch of Toys R Us. The Pram System was purchased on 26th January 2011 when I was 3 months pregnant. I began to use the Pram after the birth of my son in August 2011, however after just 8 weeks of use the Pram developed faults, including:
A faulty opening & closing mechanism so that the Pram does not fold as appears to be buckling on one side, and when opens does not fully engage into the locking position making it unsafe for my baby.
The Pram also pulls to one side when pushing my baby.
These faults have been demonstrated as common during an internet search which revealed hundreds of complaints of the same nature with this make and model of Pram.
I returned the Pram to the Swansea branch today (Sunday 9th October 2011) to resolve the problem. Initially I was greeted by a member of staff from the Baby Section named Claire, I explained the problem and was immediately informed that in all likelihood the pram would need to be sent for repair. I explained that I could not be without a Pram since I have 4 children at home, including my newborn, and that it would be impractical to cope without one. Claire shrugged her shoulders stating she could ?only state store policy? and then took the Pram ?out back? to examine returning a short while later stating that the Pram was indeed faulty and would need to be sent away. Again I explained that this was not practical and pointed out that as I had the receipt I would like to have an exchange or refund, I even stated that I would be willing to pay extra the difference if they only had a more expensive Pram in stock. Again I was robotically informed that ?it was store policy? not to exchange or refund goods over 28 days old and so asked to speak with the manager.
After waiting a further 10 minutes, I was greeted by ?Emma? who introduced herself as the manager (when asked for her surname was informed by Claire that the surname was ?not important? as ?there is only one Emma in the store?). Again I was informed that the store policy was to send the Pram away, especially as I had it ?so long? disregarding my concerns, especially stating the fault ?was not common?. Emma was provided with the internet research we had printed demonstrating the ?common nature? of the complaint and also highlighted the fact that they could clearly see my son (who was present) was newborn and that clearly I had purchased the Pram whilst pregnant and had only recently began to use it! Emma and Claire left us standing in the store for a further 20 minutes whilst they went to speak with ?another manager? before returning with, what can only be described as clearly an old, dirty, well-used and scratched pram, again stating that they would only send my Pram away and refused an exchange or refund. I informed them that I was appalled at the condition of the ?loan? Pram offered to my newborn son and asked both Claire and Emma if they would be prepared to put their own children in it ? the response was again to shrug and re-state ?it is store policy?.
Since I was left faced with either having to put my son in an unclean Pram or one unfit for the purpose for which it was sold to me by Toys r Us, the result was to ask for my Pram to be returned (which has still been ?left out back?) and informed Emma that I would be taking my complaint elsewhere, again I was met with a shrug and informed that she herself would speak to head office about the incident.
On return home, my mother telephoned the Swansea store to speak with Emma since she too was angered by the lack of customer care and complete disregard for my concerns. Emma reiterated the ?store policy?, despite the Pram being unfit for purpose and despite seeing my newborn son, demonstrating that the Pram had only just been put to use. Emma attempted to imply that I was at fault not accepting the ?loan Pram? offered stating ?well it wasn?t top of the range?. With 4 children I could never afford to buy ?top of the range? and Emma was advised that a ?top of the range pram? had never been requested, simply one that was clean, safe and fit for purpose. Emma replied that the Pram offered was ?manufacturely sound? although went on to state that she was in the process of ?getting in touch with head office for better replacement prams?, acknowledging that the one currently offered in store was ?grubby?. When asked if the store often has to supply replacement prams Emma replied ?oh yes quite a lot?, clearly acknowledging that this is not the first time a faulty pram had to be returned! Emma did not seem at all interested in gaining negative feedback for the store and continued to state ?store policy? despite having acknowledged that the Pram offered to me was ?grubby? ? and since so keen to reiterate ?store policy?, I can only imply from this that it is ?store policy? to completely disregard the health and safety of the babies expected to sit in these prams which could have been exposed to any pets at homes, cigarette smoke, illness etc since there was clearly no effort to have cleaned the Pram after its previous user.
In summary:
I returned the Pram to the store which was faulty and clearly unfit for purpose and provided internet evidence that the fault was common place.
I provided a receipt for proof of purchase and had with me my newborn son as evidence for how long I had been using the Pram.
I explained that I could not be without a Pram as a mother of 4 children and explained that I would like an exchange, offering to pay extra if there was a difference, or a refund.
The store was unable to provide a suitable replacement pram offering only a dirty one, yet still refused an exchange or refund leaving me with no option but to take the unsafe Pram back home, that I now cannot use, rather than risk exposing my newborn baby to whatever germs lay present in the unclean replacement offered.
The situation is simply unacceptable. Toys R Us has taken £300 of my money for goods unfit for purpose; they failed to provide me with a suitable alternative, exchange or refund. With my large family I have been shopping at Toys R Us for 14 years, over which time have spent hundreds of pounds at your stores, however after the appalling customer service received at your Swansea store I will not be shopping at Toys R Us in the future. As previously stated, I had offered in store to pay any extra difference if an exchange was offered, however after witnessing the disregard for customer satisfaction, health or safety I now simply want my money back so that I can buy a safe Pram elsewhere.
I await your swift response, since my newborn baby is now without a Pram.