Broken pram

[debhor]

HI im new. Just wondered if anyone's had dealings with 'Baby Travel' I bought a zeta vooom pushchair and at first was very pleased. Then the handle fell off after 4 months. Not a big deal except that they refused a new part. 3 weeks later after receiving several rude emails i phoned them. they insulted me saying they didn't have time to sit around all day like me (i had the day off work) cheeky bastards. and told me i wouldn't get the part or a refund and to never call again. I'm boiling with rage. What can I do? I'm back to the trusty Graco, I love the old thing.

Contact your local Trading Standards and ask for advice.

Thanks but i have tried that. they just said to send a letter explaining the problem and that i want a refund. And if they don't do anything about it to take them to court, but i cant afford the money or time to do that.

It would only be the small claims court so it wouldn't be expensive.

You can do an online claims form, it costs £36 I think, and you can add it on to the amount that they have to pay you. Personally, I'd contact watchdog. There's nothing like a little bad publicity and it's likely that they have behaved like this to other customers.

Try one of the newspapers? Eg, Sunday Post has a "consumer rights" column, as does the Sunday Mail. (The Judge)

Write a letter, explain what has happened, explain that it isn't fit for purpose, in breach of consumer legislation and that the letter constitutes a letter before action. Detail the number of times that you have tried to resolve the problem and the response. Keep it factual and calm. Explain that unless you have a refund / replacement part the next step will be to start proceedings in the small claims court.

Send it by recorded delivery and keep a copy.

Get it on lots of parent related sites, consumer trading etc.

If the deadline passes, start a small claims. The court will understand that you are a person trying to resolve a problem and are not legally trained so the admin side will talk you through it. The threat and / or the issue of small claims may be enough to get them to resolve it. It isn't worth their time and effort to defend it. At the very least you will cause them a lot of hassle and the best case, you have a refund or a new part.

Good luck.

Thank you all for your advice. I'll see if i can contact watch dog. It's not right what they are doing to honest, hard working people and shouldn't get away with it.