To ask what you would do about a dangerous cot?

[PaddleBoardingMomma]

I bought a cot online from a very large, international company. (Don't want to name names but I'm sure you can guess)

The cot seemed sturdy, however the way the base attaches to the main frame is via some metal L shaped rods, this gives some movement to the base but as it was built correctly and seemed solid, I didn't think much to it.

Yesterday, when my 1 year old was napping in the cot, the right hand side of the base collapsed, my daughter then rolled (as the base was now at a steep angle on one side) and her face became wedged under the bottom rail. She has a bruised forehead, cheek and chin, and a fairly deep (bleeding) scratch on her arm where it's either caught the door to the side of the cot, or on the untreated wood on the underside of the cots side bar.

I have reported this, with photos and videos to the company. They have been swift to reply and have refunded the cost of the cot and have said they will organise a collection. They have said they are investigating and will let me know at the end of the week what they conclude. The agent also said they have sent my daughter a present as a sign of goodwill that will arrive Thursday. No idea what it is.

Anyway, my question is, would you be happy enough with this response? I've never had to complain about anything serious before, especially not where a child was hurt. I'm not sure if I should be expecting a more robust response, whether their good will gesture is fitting enough or if I'm just being a precious mum in thinking maybe it's not good enough?

Happy to hear your opinions! I'd just like to add I hope I don't seem grabby, I'll not be sending in sad faced pics of me and the child to the sun newspaper 😂 I just feel so sad for my little girl, she was really startled and upset last night when it happened

@PaddleBoardingMomma I’d think they are checking how it was built and whether to amend the instructions if unclear, or recall it. Give them time to work out what caused the problem and to respond but follow up as you are right to expect them to remove it if it is likely to happen again.

The metal corner connector (top left in first pic) is in a very odd place to secure the base to the frame. Are you sure the metal link wasn't supposed to go under the base to support it , rather than on top as you fitted it ?

Some really helpful responses, thank you!

I'll wait and see what they say later in the week. I have to say the lady dealing with me has been lovely and very understanding. I just hope they are really thorough and do recall if it warrants it.

@2bazookas I was about to say the same thing. Surely the metal connectors should be underneath? Seems very flimsy if not...

No this was my first thought too, I've gone over the manual and sent them pictures of the build instructions to confirm it was all correct. It's always struck me as being a strange way to have it.

I suspect you've fitted it incorrectly and perhaps she was stood at the corner where it has given way. If that's not the case it's definitely very poorly made and flimsy!

No this was my first thought too, I've gone over the manual and sent them pictures of the build instructions to confirm it was all correct. It's always struck me as being a strange way to have it.

Do you have a copy of the instructions? It sounds incredibly poorly made if that's genuinely how it was supposed to be assembled?

Looking at the instructions it looks as if the base is on upside down. The l shaped thing should be on the underside. Their instructions are awful though so I'd want those reviewing even if it's found to not be a fault

I have the manual here but I'm going to search online for the manufacturer directly and see if it's the same. During searching I've seen they've had the slightly larger version of this cot recalled in 2019 😩 I should have researched better before I bought I think.

I cant see a picture in your link

Hope your DD is ok, she must have had a fright.

I agree with PP that I think the company has responded well and given you an immediate refund and the gift for you DD is a lovely touch etc

However, if it's the cot I think it is from the company I think it is, the L shaped pins are meant to be fitted underneath (not on top as shown in your photo) this is shown in the assembly instructions (can be viewed on the companies website) If this is the case and it has been built incorrectly, I think the company has been very good in offering what the have to you already

This is the online instructions IF it's the cot I think it is

Well in your defence if you've followed the instructions after buying a reputable make the company need to change their design and instructions before a child is severely injured or worse. Hope your little one is ok and has a nice first birthday regardless 😀

I'm really starting to doubt myself! I'll be absolutely horrified if this is my fault 😩 I have an email from the company saying it's put together as shown in the instructions but now I'm not even sure she's right! I've just tried putting the bars the other way and they don't fit, but now I'm so upset I'm probably not even doing it right. I feel wretched.

It's tricky to explain but the bolts that hold the bars in place won't screw in if I turn the base the other way from the underneath, the holes aren't big enough. I feel so so stupid! And I have the feeling now I'm just being incredibly thick. My poor baby, it's her birthday tomorrow and I could be to blame for the wee bump on her head!

"I'm really starting to doubt myself! I'll be absolutely horrified if this is my fault 😩 I have an email from the company saying it's put together as shown in the instructions but now I'm not even sure she's right! I've just tried putting the bars the other way and they don't fit, but now I'm so upset I'm probably not even doing it right. I feel wretched."

Please don't 'blame' yourself, these things happen and the companies instructions aren't the best to follow (especially if you had baby brain whilst building the cot )
Your DD is ok and that's the main thing!!! Sending hugs to you both

In this case it could be a faulty part rather than incorrect assembly. You followed the instructions the best you could getting the parts supplied to fit. And if they don't fit as per assembly instructions I'd suspect a faulty part

People dont go online to read the instructions if there is a leaflet with the item, why would they, maybe YouTube. If you put it together according to the instructions then maybe they are wrong, does the leaflet match the item number.

Did you put it together?

I’d be very impressed with their response. They have acted quickly and accordingly and are investigating.

You are wrong to think it’s not good enough especially when it seems you’ve fitted it incorrectly in the first place.

Could you share a link of the faulty product? It might help people choose not to purchase this product. That would be a good start.

I would also insist that the product is not listed whilst investigation. That should ideally recall all existing products if this is a manufacturing fault.

Nice to get free stuff but this is clearly a much bigger issue.

As context, I was once injured by a faulty hook for a hammock (deep cut to head, could have been worse of it was my eye). The seller was independent and he quickly apologised, refunded and stopped selling the product. It was the latter part that put my mind at rest, at least no one else would be injured

Sounds potentially really dangerous. Can you ask anyone else to take a look at how you've put it together to see if you may have missed something? Easily done with the lack of sleep involved in the 1st yr of having a baby! The company need to make it easy and safe really so if they need to make assembling it easier to avoid this danger then you're still right to let them know. Hope your DD has a great birthday.

Perhaps it would be good to write a review of the product to warn other of risk. Even if the fault was with assembly this is a risk

To be honest though even if you did put it together wrong OP you shouldn't be able to.
The instructions should be extremely clear for something as important as a babies safety.
The manufacturer should be making it damn near impossible to put it together wrongly or the potential for accidents is huge.

I hope your little one is alright, what an absolute scary incident for you both. Whilst I am not one to dwell on "What ifs" I think in this situation it is an important consideration in deciding what to do.

I agree with others that you need to also report to Trading Standards, you should be able to find the details on your local website. It is an issue though with these companies that do one universal set of instructions with nothing more than a few pictures that never seem to match what you have in front of you.