To want better service?

[Wigglebummunch]

My mum purchased a cot bed from a supermarket for our dd. We went to put it together yesterday and the whole thing is a mess. The biggest issue was the nuts that the screws screw into broke in half. Out of 12 nuts 4 broke in half whilst we were putting it together.

I contacted the makers of the cot bed and the lady offered to send replacement nuts. The only useable part was the fixed side rail so no idea why I would just want replacement nuts. She suggest if I wasn't happy to contact the supermarket.

I wasn't expecting much help from them tbh as it wasn't me that purchased it but they were brilliant and I have a new one (different make) on its way.

I am shocked at the shit service by the makers of the cot, just what would have happened if we'd have put our 4 week old dd in it? I said I was going to send photos and the nuts to trading standards and she said that was not needed as they hadn't had any of the same complaints. She's not likely to tell me if they had though is she?

I'm tempted to post the photos on their FB page to shame them into actually looking into why it has happened.

I would still send the photos to trading standards as the company refused to look in to what could be a safety issue.
With new purchases I have often found that it is best to go back to the store you bought from first.

If you bought it yesterday, take it back.

Nice to hear the retailer did the right thing.

And yes to talking to Trading Standards about the manufactorer/supplier.

Sorry, just to be clear, the company who had the extremely unhelpful lady on the phone, whether they make it or buy it in from another company they're heading for trouble if they sell shitty stuff for babies.

I would have expected the manufacturer to have been very concerned, because of the potential dangers of a faulty cot, and in their place I would have been very keen to give good customer service but in fact your contract (or your mum's contract) was with the supplier, the supermarket.

The supplier/seller should be your first port of call in the case of faulty goods, the onus is upon them to replace a faulty item (which in this case they did).

The cot manufacturer could have handled this so much better, but they were legally correct to send you to the supermarket, from which the cot was purchased.

Buyer's contract is with the retailer, and the retailer should deal with the complaint, at that level, and follow up any safety issues or concerns, at that level. (The retailer's contract is with the wholesaler/manufacturer).

She referred you to the company it was bought from which is the correct procedure. The manufacturer couldn't help beyond what they did the responsibility does lie with the retailer.