I wanted to share my experience in case it helps other parents considering a Puggle pram from The Nursery Store.
I originally had a Puggle pram that developed a fault and had to be replaced. Unfortunately, the replacement has now also failed. The wheel assembly collapsed while I was using it normally, without hitting a kerb, step or anything similar.
I contacted customer services and provided photographs. Rather than asking to inspect the pram, they reviewed the pictures and concluded that the damage must have been caused by impact or misuse. I completely disagree with that conclusion because there was no impact, and I explained this throughout the process.
Although I referred to my rights under the Consumer Rights Act 2015, I was told that because the purchase was more than six months old, I would need to obtain an independent engineer’s report if I wanted to challenge their decision. They declined to repair, replace or refund the pram and advised that they considered the matter closed.
My biggest concern isn’t just the outcome of the claim—it’s that a replacement pram has suffered another structural failure involving a wheel assembly on a product intended to carry a child, yet no physical inspection was carried out before the claim was rejected.
This is simply my personal experience, but it has left me with no confidence in either the product or the after-sales service. I hope this helps other parents make an informed decision when choosing a pram.