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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

AIBU to expect Kiddicare to replace a defective car seat and warn people about their lousy customer service

50 replies

chococappucino · 10/02/2016 11:37

We bought a iSafe Joie car seat .... all good (nicely padded seat, good recline etc.) except one of the indictors for safe installation is broken.

Husband duly videoed attempted installation and the problem exactly as requested - told to return it. In order to return it he had to fill in a form - without the form they won't accept a return. Car seat sent back 2 weeks ago.

Apparently that form means that the fine print gives them 28 days to attempt to repair said car seat. After that they will consider whether they should replace it.

I had a very frustrating conversation in which she banged on about their terms and conditions - and I kept pointing out the existence of the Sale of Goods Act. She admitted she isn't a lawyer (I used to be) but every time I tried to explain that actually their terms and conditions do not overwrite the Sale of Goods Act and certain customer rights re internet sales - she said she would not be spoken to like that!

And apparently her manager was off the floor - so I wasn't allowed to speak to him / her! To be fair she said she would feel the same .... but doesn't acknowledge the customer's rights to have a replacement car seat sent out.

OP posts:

Gobbolinothewitchscat · 10/02/2016 12:38

warranty. I would never buy anything from them again and I have 3 DCs - 3 and under - so need a lot of kit.

Social media was hopeless. Their Twitter woman initially offered to look into things and then just never responded. I don't think they care - Twitter is full of people ranting about them

charleybarley · 10/02/2016 12:53

This reply has been deleted

Message withdrawn at poster's request.

queenrollo · 10/02/2016 12:53

I had exactly the same issue with them a couple of years ago. I stood my ground, threatened them with Small Claims etc and eventually they gave me a credit note so I could swap for a different seat.

I will never, ever spend money with Kiddicare ever again and I tell all my friends to never make large purchases with them.

Original poster

chococappucino · 10/02/2016 13:11

Well it turns out that they did not send our seat back to Joie - my husband has gone through the report with Joie and it is quite clear that it is not ours. Joie agree it isn't our seat!

And they are still trying to claim that it is our seat ......

Absolutely *. I wish I could say the manager's name - because he is a prize one!

OP posts:

skinoncustard · 10/02/2016 13:15

Had similar problem with cybex . DH broke the catch on the leg of the isofix base. As its over a year old and therefore out of guarantee the retailer wasn't interested, cybex are impossible to contact! Tried Twitter / Facebook , finally cybex asked for a photo of the leg , the catch which in my opinion is a bad design and quite flimsy has broken off , which means the leg can't be fixed at the required length, this renders the isofix base not exactly useless, but certainly not as safe and the base shouldn't be used without it properly fixed in position. Got an automated reply saying basically nothing, except you can't contact them on said email address!
Surprise surprise heard absolutely nothing.
Was told by JL and Mothercare that Maxi Cosi are the only car seat people that entertain repairs.
This seat is for visiting GC so seldom used, how parents of young children are supposed to manage I have no idea.

Original poster

chococappucino · 10/02/2016 13:16

Thanks for replying and making it clear it isn't just me that had the problem.

OP posts:

outputgap · 10/02/2016 13:19

Am about to buy gadzillions of stuff, including new car seat, for fairly imminent dc3. So, you can at least have the satisfaction of knowing I will not be getting a car seat from Kiddicare after this. Probably stick to John Lewis...

purplepineapples · 10/02/2016 13:34

Wow. That's awful customer service! I wonder if they've changed or it depends who you speak to??

I had superb customer service from them a couple of years ago. My friend ordered a high chair for my DS from them as a gift. DS's Gran was watching him couldn't get the clips undone on the harness so cut them all to get him out. I called kiddicare for advice and to see if we could get a replacement harness or whatever. They ended up collecting the high chair and gave my friend a full refund even though it was me that phoned. Most helpful.

I hope your issue is resolved soon OP! I have very little patience for poor customer service.

OhGoveUckYourself · 10/02/2016 13:37

Seems like the problems have arisen since Morrisons sold the business. The Guardian's consumer pages are full of complaints about their shoddy service.

Original poster

chococappucino · 10/02/2016 13:39

Thing is we didn't break it - it arrived faulty. And it turns out Kiddicare sent them a different car seat which had been obviously damaged, I am wondering if they were pretending it was ours, so can try and blame someone else.

Seems like they are now owned by Worldstores Limited in Leeds which might be asset stripping or equivalent. Was owned by Morrisons and then Endless Limited (private equity firm).

I have to say - although polite - Joie haven't helped us sort out the problem either.

Off to join twitter and post on Joie.

OP posts:

Original poster

chococappucino · 10/02/2016 13:54

I can't stress how rude and unhelpful they were. They are going to send us 'our' defective one back - only if it is the one they sent Joie it has a defective strap - and ours definitely didn't have that. All that was wrong with it was the indicator wouldn't turn green to say installed correctly, even when it appeared to be.

£200 gone - will have to use threat of small claims court. Oh well - I suppose the family that set it up have enjoyed their £70m from Morrisons! I last used Kiddicare before it got sold to Endless.

OP posts:

winewolfhowls · 10/02/2016 14:31

I need a new car seat for an upcoming new baby but thanks to your op I will shop elsewhere. Also our existing seat is joie , but the stages model, and we were considering buying another but not if their customer service is poor!

backwardpossom · 10/02/2016 14:34

Kiddicare used to be brilliant and their customer service was first class. They're rubbish now and they also no longer deliver to where I live because I live in the Highlands and Islands. Except I don't. I live near Aberdeen. Pricks.

YANBU.

tdm1 · 10/02/2016 14:40

I'm still scarred by my first and last Kiddicare experience 10 years ago when I bought 2 infant car seats from them for my twin newborns and they delivered one and refused to acknowledge responsibility for the error until I was shrieking with rage!

BillSykesDog · 10/02/2016 14:46

Morrisons sold Kiddicarw to a private equity firm in 2014. They sold it on to a company called 'Worldstores' last year. It has gone right down hill, I have heard from several people.

Was considering getting a car seat from there but def going to Halford's now.

Catphrase · 10/02/2016 14:46

For those looking at car seats I can't recommend kiddy enough (not the same company as kiddi!). They are one of the safest in the which tests as well as great customer care.

Start threatening kiddi with small claims, think it's £35 to take them to court. If it arrived damaged its their call. My kiddy was damaged in delivery and was swapped with absolutely no quibble, I went and collected it from the local shop.

ILoveTFIFriday · 10/02/2016 14:50

What a shame! Kiddicare (before they got taken over my Morrison's) had outstanding customer service.
I'd be fuming if I was in your position.

ExConstance · 10/02/2016 14:57

I've posted about this thread on their facebook page. I'm never concerned about being outed and have done the same thing many times before when someone on here is the victim of misjustice. Hopefully they will see sense.

Quoteunquote · 10/02/2016 15:25

That is truly terrible custom service, how do these companies stay in business, I cannot imagine upsetting my customers like this, I would of gone out of business years ago if I didn't sort out something that wasn't first for purpose instantly.

It seems a very short sighted stance from a company who is selling items meant to improve safety to cause a customer to be in a postion where they have to use an inferior item.

Someone twitter this thread to them.

and at least we know which company to avoid in the future, thanks for sharing OP.

BaronessEllaSaturday · 10/02/2016 15:32

How did you pay for the seat? You could look at reclaiming the money through your card.

HazzaB89 · 10/02/2016 18:24

How terrible. We had a similar issue about 6 months ago but the car seat I bought from them was a cheapo spare to take to Cyprus. The box it arrived in was a little damaged but the seat itself seemed fine. DH got back and discovered a minor crack in the seat so I requested an exchange. They sent me a returns label & organised the courier. My only issue was that the replacement didn't arrive when they said it would and I had to chase them up (think we had to wait an extra 5 days?)

I wonder if it was fairly straightforward for me to return due to the minor cost of the seat & that it is a kiddicare own brand? Are there any Kiddicare shops left? Would you be able to return to store possibly for a straight exchange?

LeanneBattersby · 10/02/2016 18:43

What a shame. I'll be avoiding Kiddicare from now on. JL do price-match anyway and their customer service is outstanding. Hope you get things sorted OP.

PurpleCrazyHorse · 10/02/2016 19:36

Not that it helps but we just bought from Securatot and they were so helpful. Not had to return or exchange with them but they did call to confirm we'd checked our seat would fit our car before dispatch as it's pretty big.

I definitely won't be buying from Kiddicare after this thread.

Sorebigtoes · 10/02/2016 19:44

I used Kiddicare before they were sold and loved them. Recently bought a stairgate from them that arrived broken and it took me hours to arrange a replacement - they were awful. I'd never buy anything from them again.

BeautifulLiar · 10/02/2016 19:50

I'm also fuming with Kiddicare!

We needed 3x car seats very quickly. I ordered from Kiddicare as it was next day delivery, then as soon as I'd paid it said "your order will be delivered within 7 working days". I rang them straightaway and cancelled the order and was told I'd get my money back within 5 working days. So I had to find another £100+ to order more car seats from Amazon.

This was on January 22nd and I STILL don't have my money back. I've phoned them twice. Want my fucking money!

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