To tell Mothercare I want a refund, pushchair has come back from repair again with a whole new fault

[CBear6]

This might turn out long!

We've got a P&T Explorer, currently used as a single buggy by 11mo DD as DS has outgrown the double seat. It was bought brand new and used from October 2011.

Last month one of the bolts fell off and the frame wasn't looking when folded. It went back to Mothercare and was repaired.

It came back the beginning of this month. A few days later we took it out for the first time and noticed that the front wheel was juddering and sticking. DH had a look at it and the wheel housing was jammed. It went back and a new front wheel mount was supplied and fitted.

This morning I noticed a problem with the straps on the bak of the seat. There are two straps either side of the seat back and they're screwed to the frame with little plastic clip things around the screw. The left one has been obviously loosened (tool marks on it) and not refastened properly so it's wiggling about, this has started fraying the strap.

I rang Mothercare who have asked to see the repair receipts, I told them I wasn't given any repair receipts. Yes, you were. No, I wasn't. They've then said its down to Phil and Ted, I'll have to ring Mothercare back on Tuesday and speak to a manager in order for the manager to speak to P&T.

It looks like it'll be going in for repair for a third time and our 'local' Mothercare isn't all that local so it means schlepping there to drop it off and then back again to pick it up in a few weeks. I also have very low confidence in them and expect it to come back with another new fault like it has after each of the other repairs.

AIBU to tell them I want a refund/replacement rather than a repair? Anyone got any experience with this sort of thing?

Motherfuckerscare totally screwed me when i bought a loola from them truly the worst store in the actual known universe. I had the last laugh though as they gave me a second loola free and £80 of vouchers. Sold second obviously but must admit have not and will not ever spend even a penny with the bastards again!

Google Sale of Goods Act, The One Show for an explanation and a template letter.

I used it and got my dishwasher sorted by SHOP not manufacturer. My contract was with the shop as that is where I exchanged my money for the goods. The shop tried to pass me to manufacturer and told me I was wrong...I kept calm and said I was sure of my rights and could they contact head office and get their misunderstanding about my rights sorted.

If the pushchair went wrong so quickly I would say it was not fit for purpose.

That's brilliant Lou, I'll have a look for it when the DCs go to bed.

I actually do love my P&T and I'm gutted that it's faulted but three faults in as many weeks really does say to me that there is something not right with it, as it hasn't been misused and it's only been in action ten months it's not fit for purpose. I'd expect a cheap £30-£40 basic range umbrella stroller to last a few months, if that, but a premium brand £400+ pushchair should last much longer than that. I couldn't give a stuff about cosmetic issues like scuffed wheels or biscuit mush marks on the covers but faults that affect the basic operation like wheels jamming, bolts dropping off, and safety straps fraying are relatively major.

I've been reading some of the Mothercare threads on here and I'm really shocked at how bad they are.

Go for it CBear6! We'll support you

I just got an email from Simon Calver, at 9:30pm on a Bank Holiday, he must work hard.

Dear Claire. I am just back and have received your email. Thank you for taking the time to send this to me.

I will get the team to get back to you tomorrow. I take these things very seriously and will ensure we get it sorted as soon as possible.

I am sorry for any issues you have had.

Best regards

Simon

I'm hopeful that this means a quick resolution.

Fingers crossed

You are entitled to a refund, they have had chances to repair the item so now you want your money back, not vouchers.

As BOTS said. And quote the sale of goods act to help you. To rub it in you could say someone on mumsnet told you about it and that we're all waiting to hear how you got on.

Ha! I wouldn't want to be called a blackmailer again ...

Of course I'll post an update once I've spoken to them tomorrow :)

Success!

A customer services manager phoned me earlier. He apologised and he acknowledged that my experience was not what it should have been. He ran through my email and the upshot is that a P&T Dot is being delivered tomorrow then he's going to call me to arrange collection of the Explorer.

Are they really and truly starting to listen to customer feedback and make a concerted effort to recover their reputation? I hope so!

Thank you very much for all of the advice and support given on the thread, I don't think I'd have gotten such a positive result without the pointers and information I was given.

and for everyone!

Glad you have had a good result

Awesome result!

I was eyeing up the dot in John Lewis just today!
It looks rather nice, was trying to persuade DP to get one since he dented our brake bar with his damn bony shin.

WooHoo

Brilliant. Well done for persevering (sp?) cheers. I'm pleased MC have listend to sense.