I just had to write something as we have just had our second product problem with an item from JL- both of which have been dealt with badly. This was after they had to apologise for a series of errors they made when delivering this stuff from our nursery list over a year ago.
Firstly a problem with one of the buggy wheels - rather than helping with the problem, the first question I was asked was whether I had misused the buggy in some way. When someone finally decided I was within my rights to send it back (after having to wait for 3 different staff members to come out) they couldn't find me on the system. Turns out if you bought products from the nursery list, after a certain amount of time you are not stored electronically, but manually archived!!! And nobody wanted to go through the paperwork to find my purchase so it was up to me to look up all the details- fortunately I had a long stream of emails from them at that time detailing all the mistakes they had made with the delivery so that sufficed at that point!
Second product taken back was maxi cosi base constantly beeping. On going to collect we immediately questioned it as the note from the company said there was no problem with the base and they had just replaced a button. JL staff insisted it had been fixed- so traipsed to car park with base and baby, only for it to start beeping when installed. On going back up to nursery section we were then told we had to queue again to be dealt with- all with unhappy child.
My advice is use a local shop if you have one. It will make returns easier plus they will know their stuff better. The JL staff are living off reputation- as I said I usually have to speak to a number of staff before I can find one who can answer my question. Really poor.
New mums don't make the mistake we did of thinking this is the best place to get everything- if you can find a good local shop expect you will receive much better and more knowledgeable service.