Anyone had problems with mothercare Xtreme pushchair OR mothercare repairs service?

[starsintheireyes]

Friend bought xtreme three wheeler back in april, it broke and was repaired. The other day I put it up for my friend to put her baby in and the metal pin on one side had come away from the plastic and therefor the buggy was not "fixed" on one side, we took it to mothercare in this condition and was given a £35 stroller as a loan buggy.

Fast forward to today and friend received call from mothercare saying its accidental damage and they dont and wont cover it/repair it or give a refund!! They said try the manufacturer.

My friend payed £180 for it back in april....it has a 2yr garuntee as well as standered 12 month manfacturers.

Surely they cant do this? its had no misuse at all and the baby only weighs 20lbs!

we plan to go in friday and try to speak to the manager about it but if anyones had similar problems with either the buggy or mothercare saying a similar thing, I love to hear your experiences.

you always deal with the retailer for faults and repairs and they will know this, contact trading standards and tell them, they will tell you to contact mothercare again though, but this time i would phone the store and demand to speak to the manager, explain that the pushchair is unfit for purpose and as this is the second time it has broke, you now require a full refund and will not be going down the repair route, that you have been in contact with trading standards and know your rights, trading standards are great and very helpful. stand your ground with mothercare there customer service is crap and they will try and fob you off, look at this to give you an idea
www.which.co.uk/consumer-rights/sale-of-goods/understanding-the-sale-of-goods-act/

The other route to go, although it's probably not the route to go, is to call the Customer Sevices number in the catalogue. I was told it was different to the website number. I phoned the latter re an issue and got no joy. The store told me to phone the catalogue number and they couldn't help me enough. If nothing else they may just run through everything with you. The other thing to do is to look up your consumer rights online for a faulty product (a Google should link you to the Which or BBC websites) As Presents says, you have more rights that you probably think. But you need to do your homework and know what is and isn't reasonable. Given the pushchair is over 6 months old, there are also different rights for a product that is under 6 months old. I am not entirely sure you can demand a refund after that time, but it's some months since I looked.

Lol Presents linked to Which above!

Good result! went in their with my friend yesterday, the lady we spoke to was really quite rude, implied my friend had got the loan buggy in the worn grubby state it was in! and told her mothercare would begin taking steps to recover the loan buggy!! she said buggy made by urban detour, they say its not a manufacturers fault therefor mothercare can do no more. she wouldnt even give the number for urban detour and told us to look it up online!

friend immediately rang customer services again(even though shed rang before with no result) and got a lovely lady on the end who apologised for everything and told friend shed send out a giftcard to the value of £180!! happy days!

After friend has got new buggy we shall be writing a complaint about the woman instore and praising the women on the phone, what a difference a call can make!

My buggy which is a little over a year old but has only been used for a new born since March has broken. I returned to mothercare and they sent to MaClaren where technicians assessed the break and decided that it was my fault. This doesnt seem right and I dont agree, the buggy has only had light useage as Ive still got a big wheeled Phil and Teds from my first two kids. They now want me to pay £60 and wont take payment over the phone so I am expected to travel to the store to pay (during the Jan sales with 3 kids - argh can you imagine?) and then of course travel again to get it when they have actually done the work. Feeling like this is unfair but have no one to appeal to.

First try their phone Customer Services - the number on the catalogue cover, not the website one. They usually bend over backwards to help. Failing that try Trading Standards.

yes if no joy, contact trading standards, the one year warrenty is only a gesture as such, your rights go beyond this.have you tried google to see if anyone else has had the same issue with brake breaking and i thought mac did a life time thingy

Thanks - Ive sent messages to Mothercare and MaClaren customer services, I will now contact trading standards. Will let you know if I get any responses.

I have now contacted Trading Standards (ref YH4600781) and they have advised me to persue an independant joint inspection as i am disputing their finding of misuse.
Before i try to find an organisation or company to carry this out I have asked mothercare and maclaren to please provide me with the report relating to my buggy - ie what tests were carried out when they asssessed the damage to the buggy and probable causes. Was the strength of the frame tested I wonder?
Not feeling very hopefull about actually doing this, I mean where am I supposed to find an independant tester? Plus means getting the buggy back broken so suppose I will have to return Mothercares crappy loan buggy while my £195 Techno XT is still out of action. How am I supposed to manage?

i would be tempted to speak with mothercare again and explain that you have been in contact with trading standards and if they are not prepared to repair free of charge or replace that you will be taking the matter further and will be requiring the reports etc, hopefully this may push them to repair free of charge, you would need to send it to a buggy repair place like i think its called buggypit stop, it been mentioned on here a few times, just remember when you win, claim back compensation as well as all of your costs, as it has been very stressfull and upsetting time for you to have to go down this route!!!!
good luck
oh and put it in wrighting your intentions to mothercare as well as speaking direct and give them a time limit in which to return buggy and reports like 7-14 days, when you win i would also be charging them for the buggy i would be forced to buy, while they are being tossers. outline all of this to the manager and make sure you get their name.