To be totally p***ed with I candy customer service?

[barbie1]

This could be long so apologise in advanced.

So here I am 3 days post emcs and in tears all over a bloody pram .

We are currently living in Dubai but are moving home to the uk in early April. So when we were buying the pram we decided to buy it it from the uk for two reasons, firstly it was cheaper in the uk and secondly owing to the fact we would be coming home it would make it easier to have bought from the retailer in the uk for any follow up problems/ questions etc.

The plan was for mil to bring the pram over when she came for a visit and to help with dd1.

Anyway to cut a long story short we ended up paying £160 for the pram to be shipped over to us and another £50 for import tax. To insure that we had the pram on time.

I ended up going into premature labour on Saturday just as the pram arrived. Dh went home on Sunday to bring the pram into the hospital but there are parts missing so the wheels can't be attached!

Called I candy customer services who basically said it wasn't their problem and to take it up with the retailer. Called the retailer who said its I candys fault as they supplied them with a faulty pram. Another call to I candy, and a rude customer service lady said well regardless of who's fault it is, they wouldnt so anything because we had taken it out of the country!

So here I am, post 2nd c section with a 3 day old and a 23 month old...oh and a pram that it totally worthless.

So aibu to be totally pissed off with I candy or does it serve me right trying to save a few quid and forward planning by buying in the uk?

I'm glad to hear it's getting sorted out OP.

I do think as a premium product the manufacturer should be better prepared to support the product - and indeed, that they shouldn't be shipping them to retailers with parts missing.

I think episodes like this show up the manufacturer's claim that they insist on a strong retailer presence to ensure a premium customer experience. It seems to be that they need the retailer to act as a buffer because they are not producing a great product.

I'm not going on things I've read on the Internet - I'm going on my experience.

Barbie1 got the brush off from iCandy and the retailer (who iCandy are so reliant on) until she made her complaintublic here and on Facebook. I had exactly the same experience (except I didn't go public with mine, so it didn't get resolved and I had to get a bodge fix put in place by a bike shop in order to be able to use my £800 pram. I found their retail network to be less than knowledgeable about the product (I spoke with several before calling iCandy) and to be entirely ambivalent about a parent being stuck with newborns and no pram after a c-section.

So I have a bias too.

My iCandy was a Pear and like BagofHolly I have found it to be a very poor product (and not just because of the fix it needed). I was raving about the pram when it turned up, but six months later I had bought an alternative and had to give mine away to get rid of it.

Completely disagree with this all. I had my first child so was completely useless when it came to utilizing the stroller. The customer services at icandy are always on hand to help me out if i'm ever stuck with any problems (which is a rare occasion). I've recommended the peach stroller to my sister, who also disagrees with most the comments on this thread and said that her experiences with the icandy customer service team is wonderful. Remember they are all professionals and its their job to help you and they do so!

Really? you dug up an old thread to say how great iCandy are?

lauran do you work for them

Hahahaha! I love it when PR/marketing people join forums to defend a product or company. It's always a zombie thread and always so obvious. Makes the company look even dafter!

Hello Lauren. Welcome to Mumsnet.

How lovely of you to share your experiences with iCandy. I'm sure anyone thinking of buying one of their products will be grateful for your advice.

It's good to know they are all professionals, I'm sure evry

Oops,

Everyone with a different viewpoint must be mistaken.

Lauren the fact you have had to contact customer services at icandy once or more, and so has your sister, speaks volumes!

I've had the same bugaboo frog for 7 years, never once had to contact customer services. Just sayin'!

hi all, this thread is quite confusing lol. I just wanted to reply to barbie1's first post. (I am also new to mumsnet so sorry if this is too long! lol) I have an icandy cherry and bought it over a year ago. When I was at the early stages of pregnancy me and my hubby discussed about moving to Australia to be closer to my family (I think it was new baby nerves!) so when I went to buy my pushchair I asked if they could send the pushchair out there to my mums house so when I went over it was ready and waiting. However the lovely lady in the store said they couldnt do that as there are different standards in each country and my cherry is not made for Australia. She explained that there wouldnt be a warranty becoz of this and that if anything when wrong my contract of sale would be with her store and not the manufacturer. I have to admit I was quite surprised but she explained everything so well and it did make sense. any way longggggg story and many discussions with the hubby later, we decided to stay in the UK and went back to purchase my icandy. When I put down my deposit and requested it for January 2012 she assured me she would have it in store, all built ready for me to pick up. I asked her why she was putting it together and apparently it is part of their contract with icandy to make sure everything is A OK. It sounds like your store didnt give you alot of info Barbie1 and im sorry to hear you are now in the position you are in. No new mum should be in that position!! I hope everything gets sorted ASAP xxxxxxx

So its an overpriced pile of rubbish with rubbish cs? But sales rep and sis think its wonderful, and so is cs, because cs were always helpful....

Haha, what a fab plug for a terrible product. If it were that great, you wouldnt need to contact cs becuase there would be no problems, and for the amount of a second hand car, you want something that lasts a lifetime. Even my cheap and cheerful stroller lasted longer than the average 6 months.