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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To NOT return the bloody pushchair?

82 replies

QueenRefusenik · 17/11/2017 09:45

DS's pushchair has broken. I mean REALLY broken - the frame has snapped! I only bought it in February brand new from toysrus and it's covered by a year's warranty. All good, except to return it I have to take it back to the shop, then they'll assess it and decide what to do, all fair enough. But, as we have no car getting to the nearest toysrus involves a bus to the station, then a 40 train ride, all lugging a broken buggy. I estimate if all goes well it will be a 4hr round trip, and I'm honesty wondering if it's worth it.

On the one hand:

  • the pushchair cost £190 and shouldn't just bloody break like that, grr!

On the other hand:

  • we have a cheap runaround that will do while I scour gumtree for a secondhand replacement.
  • DP takes ds out on Saturdays so I could go to toystus, but that's my sole block of 'free' time all week to do my hobby and I'm really reluctant to give it up! Likewise when I have ds on Sunday DP would like HIS time off! Taking ds plus a broken buggy will only work if both me and DP go, then again someone has to give up previous free time.
  • what are we actually going to get in return? The lady on the phone couldn't say without seeing the damage: they're not going to refund the full amount, are they? (Which in any case would be £190 minus bus and train fare and also minus time, energy and stress!); they can't replace it directly as they don't sell that model any more; a replacement probably won't be of my choice and won't fit any of the accessories we have for that model (carrycot, car seat - not essential for current ds at 22 months, but we're TTC no 2!).

So (finally!), I guess a WWYD rather than AIBU: take the pushchair back or not bother?!

OP posts:
Belleoftheball8 · 17/11/2017 09:48

I know mamas and papas can collect your pushchair maybe ring toys rus first and check.

StorminaBcup · 17/11/2017 09:48

Is there an option to courier it direct to the manufacturer? I suspect this is what ToysRUs would do anyway.

RatRolyPoly · 17/11/2017 09:50

Would they accept photos of the damage?

FromAtoBin21months · 17/11/2017 09:51

I was thinking courier too. But it’s sounds like too much of a bloody pain to do all that, and if they can’t courier it, then I’d chuck it

beansbananas · 17/11/2017 09:52

If you’re potentially going to need it for another baby then I think you should take it back. As other people have said, call them to see if they can either pick it up or you can courier it to them. Make sure you take a photo of it first though as proof of condition when you sent it. But personally I do think it’s worth a trip to the store otherwise. Perhaps combine it with some Xmas shopping?!

Goldfishshoals · 17/11/2017 09:52

Without knowing your income/lifestyle I don't think we can judge if a potential £190 is worth your time and effort.

If you would be happy paying £190 to forget about the whole thing, then do, guilt free.

If you need the money, suck it up and deal with it.

abbsisspartacus · 17/11/2017 09:54

Tell them it's not possible for you to return it to the store and ask if you can post it in

CurlsLDN · 17/11/2017 09:54

Contact the manufacturer directly, they will likely arrange a replacement for you without needing to go via toys r us

Original poster
QueenRefusenik · 17/11/2017 09:56

No photos, they said, they need the actual pushchair, and I can't courier to shop but I didn't actually ask about couriering direct to manufacturer. Might be worth calling them to ask.

The other thing I forgot to mention is that this is the 2nd pushchair of that model we've had that broke (though broke in different ways!). To be fair, the first one was second hand and had a hard life before it came to us, and I did like it so replaced it new. Now I'm wondering if they're just not sturdy enough and I should bite the bullet, go for a different model and just give away the carrycot, car seat etc. There's no guarantee there will ever be a dc2 to use them anyway!

OP posts:
Montythespookymouse · 17/11/2017 09:58

I was in this situation. I sent pictures to the manufacturer and explained I couldn't get there and they just sent me a new pram.

Original poster
QueenRefusenik · 17/11/2017 09:59

£190 is a lot of money by anyone's standards, but if I price up the cost of taking it back and fair wear and tear for the 10 months I've had it I'm not sure how much of it I'll get back. It makes me wince, but we can afford it.

OP posts:
Original poster
QueenRefusenik · 17/11/2017 09:59

Monty, that sounds hopeful! Right, calling the manufacturer right now...

OP posts:
streetlife70s · 17/11/2017 10:03

I second bypassing Toys R Us and contacting manufacturer directly explaining situation. They will almost certainly replace it.

Anotherdayanotherdollar · 17/11/2017 10:03

What kind of car seat is it? Many of them are compatible with different brands as long as you use the correct adapters.

Alittlepotofrosie · 17/11/2017 10:05

Id just escalate a complaint to try and get them to accept photos of the damage. I couldn't write off £190.

niknac1 · 17/11/2017 10:07

I think you should get a completely new prank, maybe they won’t want to give a refund but it’s not fit for purpose so the sale of goods act is on your side. Did you pay for it on a credit card as that gives you additional safety. But I think you need to ask them to arrange a courier to collect. Was it posted to you when you bought it or did you go to the shop?

niknac1 · 17/11/2017 10:08

Pram

MinervaSaidThar · 17/11/2017 10:08

DH should go to Toys r us on Saturday and gives them the pushchair.

MinervaSaidThar · 17/11/2017 10:08

With DS

niknac1 · 17/11/2017 10:09

Trading standards could help as well with advice

Justbookedasummmerholiday · 17/11/2017 10:11

Ask them for travel costs. I had to return a dress to Debenham's twice and they gave me a tenner!!

WomblingThree · 17/11/2017 10:13

ToysRus are taking the piss. You have the law in your side as regards “fit for purpose” and “durability”, and there is no way you should be out of pocket or inconvenienced because the product they sell is crap.

Your contract is with the retailer, not the manufacturer, and as such you need to press TRU for a solution. Phone their customer services line, not the actual shop, and tell them what you want to happen. Don’t fanny about, just state clearly that you want them to arrange a courier pickup and you either want a refund (which is preferable but not a legal entitlement) or a repair. Tell them you will need a loan buggy whilst they are repairing it.

I would also put the above in writing and send it to their head office. Be polite but firm, and quote the Consumer Rights Act 2015.

Original poster
QueenRefusenik · 17/11/2017 10:15

Update: mamas and papas are absolutely no use at all and in fact downright rude. Trying toysrus again...

OP posts:
user789653241 · 17/11/2017 10:19

It really depend on what you want in the end. If you want expensive one replaced, you should do whatever needed, there's still time before warranty runs out. If not, just buy cheap second hand.

FreshStartToday · 17/11/2017 10:20

Twitter and facebook, are your friends as well as an email to customer services, but copy in the CEO. They are not obliged to replace without seeing it but it would be in their interest if you explain politely but publicly how unhelpful they are being. They could accept photos or couriered if they wanted to present a public image of being helpful./ family friendly