To think this is the worst customer service going?? Bit of a rant.

[mummratheevertired]

This could be long but I am so appalled by the replys I've had I need to check if you guys think this is odd or not?

So i bought a buggy board back in October, it's quite a good one which you can attach/detach a seat too. I had a newborn and a 2 year old so very handy.

Anyway after just over a month the wheel started wobbling so badly it was getting hard to push and was so noisy - you know like a wobbly trolley, pretty annoying.

All communication I had done prior to buying this board was on their facebook page - it was out of stock for a while so kept asking when it would be back on. They actively encourage customers to post pictures etc on their facebook page.

So, I wrote on the page asking what could be done about this wobbly wheel, they wrote back 'try swapping the wheels over'.

I lived with the wobbly wheel for a while as I couldn't find the tools that came with it to switch wheels. Anyway my husband got so annoyed with it the other day we had a massive search for the tools found them, so I switched the wheels over on Saturday morning. Spent all day Saturday out and about with the same problem, a ridiculously annoying wobbly wheel that was very noisy.

Now this company had been posting posts all day about some new board they had just recieved that day which had reminded me to switch the wheels and test it out. So, Saturday evening I post this onto their facebook page -

'Hi I asked you about a wobbly wheel a while back and you said to switch swap the wheels. I've now done this and it's still very wobbly and extremely noisy. Do you have any washers or anything you can send to me? I've only had it for 6 months and it's been doing it for three of them' - ( i understimated this, it's been longer)

They replied 'Which 3 months has the wheels been rattling 1st 3 months or 2nd 3 months)

I tried to reply, couldn't - later found out they'd deleted my post.

I wrote on their facebook page.

'I don't know where my last post has gone, anyway it's the last three months'

They replied - 'maybe you should of(sp) PM me seems a bit sick trying to ruin our launch'

I try and reply. It's been deleted so I direct message them (didn't even know you could do this)

'What a complete overreaction? I'm 'sick' for asking a polite question about an issue I have? If you're going to have a facebook page you can't be deleting questions about your products, the whole point of having a facebook page is to be open and accessable to your customers/potential customers. I actually can't believe how rude you've been. I have a 6 month old and a toddler so haven't actually had time to contact you. Your posts today reminded me to contact you, hardly intentially trying to sabotage your 'launch' - please get a grip. Now can you please give me some advice on how to fix this wobbly wheel as it's still in guarantee. This happened before with my Bugaboo and they were able to send out some washers. This is a reasonable question don't you think'

They replied 'send me the board back and i will credit you for it, and paypal reciept and date of purchase'

I replied 'Is there no wy of having it fixed, with washers? Has this been an issue for anyone else? I don't really feel comfortable sending the item back after the way you've spoken to me already, I'm sorry, I'm just not sure about the ethics of your company anymore'

Them 'Who are you to say that about our company, who the hell are you?

Me 'Well after the way you've spoken to me how am I to know you'll stick to your word, do you really have to talk to me like this? Your reply has just confirmed my worries' and 'Jeez, I have recommended your product maybe 10+ times and written your website down for these people on the street I'm not out to get you for god sake'

Them 'I'm offering you a refund on a 7 month old product no one else would do that i can promise you. I don't know what you want from us'

Me ' I just want a product that works, things break, I've already told you my Bugaboo wheels went wrong. It's okay, all you need to do when these things happen is try and rectify them not be horrible to your customers.
I will look into sending this back once i've checked poastage'

They reply 'you sent me a mail in November about the wheel, I replied straigh away. Why have you not contacted me again since'

Like I said I've been busy with a now 6 month old and 2 and a half year old.

I say this and add ' You really think I'm out to get you don't you Have you been drinking or something because I'm utterly shocked at the way you treat your customers'

(this conversation was happening at 9.30pm on Saturday night, I thought it a bit odd they were replying at this time.)

They then reply 'I really don't have to listen to your insults, send it back. I can assure you I bend over backwards to help my customers. This is my last mail to you'.

Reading it back it's all very petty and silly but annoying when you spend £85 on a product and get shit customer service along with it. It is shit customer service isn't it or am I being silly? Sorry it's a bit long!

BTW I got a product from a company, a simple product that admits there can be a few issues ( very minor its fairy lights), however, if you read the reviews, people say, got them, x went wrong, z went wrong.....

however the problem was fixed and remedied very quickly and without argument and profuse apologies from the company.

I did buy the product, I also had a small initial problem and YES it was remedied painlessly and quickly.

Thanks all. Maybe I should send them this thread? I think that would majorly hinder my chances of getting a refund or getting it fixed. I'd be public enemy no.1.

Thing is though I'm annoyed because it is a good product, the seatbelt is especially handy when at the supermarket with my 2 year old. I guess I'll just have to get a standard buggy board and risk paying more at the checkout with sneaky items added to the basket.

I wouldn't send it back. Sounds like the type of company that would claim they never received it and not offer refund. Trading Standards would be a good first place OP.

Well they do ask for feedback on their website.....

To be honest I don't think I'd bother. They probably google the company now and then so should come across it themselves one day.

Just a thought but have you tried the manufacturer direct (is there a name on the board?) you might have better luck and they do say there's a warranty.

Some manufacturers wouldn't be best pleased to hear of resellers who treat their customers like that, if there are branding issues and only a few outlets I know some manufacturers who would at the very least be demanding to know what went on.

There are also lots who wouldn't give a shit, but you never know.

I know the manufacturer is scandinavian but when I've googled the board -'Easy X Rider' there's only this website that sells it and not much info except for a few other suppliers abroad with a slightly different take on the name.

Thanks MooMaid and IwinIwin for investigating further!

For really shocking customer service, TalkTalk has no competitors. Have a Google - their Twitter account has shocking responses to complaints.

Anyway - how did you pay for the item? If you paid with a credit card you should contact them and make them sort it out. If you paid with a debit card with a Visa logo, they will deal with it too.

www.moneysavingexpert.com/shopping/section75-protect-your-purchases

www.which.co.uk/consumer-rights/problem/can-i-claim-on-my-credit-card-when-something-goes-wrong

The credit card company will sometimes try to get you to keep banging away but just tell them it's their turn to sort it. In the meantime you ask them to refund your money and they can fight it out with the seller if they see fit.

Thanks Becles Do you know what Paypal are like for this? Heard bad things about them

I'm the only one who thinks this is ott. Yes they were a bit rude but you were at fault too. You suggested you contacted them previously but couldn't act quicker due to baby. Let's be honest no company cares about your personal circumstances. Even so the didn't refuse the refund.

I agree no excuse for rudeness but why put money down the drain get a refund. Tell them courier you're using before posting, hermes yodel (check parcel sizes weights accepted)usually economic get signed tracked.

I never had rude service but incompetent. Took more than twenty calls and emails because couriers kept messing up. But I got my items replaced. my retailer were using rubbish couriers but customer service was super. so I know your frustration.

I would get money back don't use company again.

I think company were stupid to post on Facebook I wouldn't I just don't thinks its professional. They should expect negative and positive comments

I think you're right - you were exchanging messages with either the boss or a very senior deputy. Probably the boss. After a long shitty day and almost certainly slightly too much (him/her, not you!)

Which is why I don't even look at my company emails or company FB page after 8 p.m.....

Trading Standards, ASAP. If you really must send it back, get proof of postage.

They called you sick for bringing a fault in their product to their attention on facebook - wow, shocking customer service. Reminds me of this

I thght they meant sick as in good isn't it a teenage slang term, "that's sick,"

I presume sending by courier you would get proof of receipt. I would move fast because it doesn't sound like a company that will be in business for long, I honestly have never heard of such rude customer service.

They don't seem to be able to string a sentence together properly on Facebook.

Not great customer device as they should have immediately prompted you to contact customer services directly.

However, for being so concerned, you taken ages at each stage and you insisting you have a youngster doesn't persuade me otherwise, that why you needed the item, that's why their other customers need their items and I bet they do better at communication and resolving their problems.

There are other retailers who sell this product. Classie Chassis do, and they are lovely to speak to:
www.pegperego.co.uk/nursery/single-systems/the-buggy-seat.html
I know Lullaby's Baby Den had one in at one point too, and Adele there is really helpful. I am sure some of the other retailers stock them if you have a phone around.

joysmum The product is still under guarantee surely that gives me the right to contact them about an issue within that time frame? It will still be under guarantee for another 6 months yet.

I asked PayPal for help with a dispute I had, they were really helpful. It didn't come to a refund in the end, the retailer offered me a compromise, but I think the involvement of PayPal focused their mind. They, too, were horrible and abusive in their emails to me - I think some online sellers don't understand their legal obligations.

I'd say contacting them on their FB page was fine, it's a plus for me if I see a company dealing quickly and helpfully with concerns or problems.

Christ they sound frigging hideous.

And their company name is awful too.

Not great customer service at all, but looking at their facebook page, they are a total amateur outfit.
All their posts and replies are riddled with spelling mistakes and typos, and their replies are really strange. Plus is it obvious they are deleting all the messages that they don't post. Always a huge red flag for me.
One tells a woman to sell her existing buggy board second hand so she can buy a new one from them
I would get your money back from them and not use them again. What a bizarre way to run a business.

Embarrassing customer service. That email exchange was laughable and I can't believe people still speak to customers that way. I won't ever shop their on your behalf as I abhor rudeness.

Anyway, you're protected under the sales act anyway so they are being a bit thick.

There!

I wonder how long this will stay on their facebook page?

Who else sells this product? I have heard about your customer service and I don't want to buy from you. Also you warranty/returns policy is actually not legal, you should talk to trading standards.

I've politely messaged them to ask if they would arrange for a courier to pick it up - no reply. However, I think they've deleted your comment sashh on their page so they would have seen my message. Oh dear I don't think I'm going to get anywhere now.

Definitely show them this thread! Also, from their webpage but straight out of the 1950s; "Mums – take it easy while your child rides in style on the coolest wheels in town!"
Mums? I'm pretty sure Dads could even use it too.