Consumer advice re pushchair please...

[pamplemousse]

Hi I bought (very excitedly) an iCandy Cherry after hours of research. It was great for about a month. Since then I have had 2 new seat units and 4, yes FOUR new frames. I walk a lot, every day at least a mile through the park, but my friend who walks with me has a Maclaren mid range and hasn;t ever had a problem with it! So what I'm saying is its not me, I am careful with it and bump it down kerbs (and get left behind by my friend who tips hers down the kerb and she's off!)etc.
The lady in the nursery shop said that iCandy wouldn't give me a refund as I told her I had had enough and wanted something else. She said they wouldn't refund if they could repair or replace it, I can't keep on getting new bits for it, its insane, plus I have to make a 40 mile round trip each time and borrow the hire pushchair for a week or so, its irratating to say the least.
Can I stand my ground and get a refund? I say its 'not fit for purpose'. Any body got any experience of this type of situation?
TIA

I had exactly the same problem with my Mapas and Papas A3 Pramette, it kept breaking and kept having to send it away to be fixed - and then it would break again. after the fourth time I had enough, luckily they had some bad press about the ziko (think) so I threatened them with the press and hey presto full refund. Send lots of emails, speak to complaints department, if it keeps breaking it is not fit for purpose, that is consumer law... good luck - by the way I know have a mclaren, never had a minutes bother

we have a M&P travel system and a Maclaren techno thing both have been very reliable I was only comfortable using the Maclaren when children were a little older,
call trading standards they will be really helpful with exactly what icandy have a responsibility to do.

Did you buy it in a shop or online?

In a shop

ok if you bought it in a shop you entered in to a contract with them and not the manufacturer - the shop is the one that should give you a refund,they should not try to blame the company for not wanting to refund you.
if you have proof of purchase (recpt or credit card statement) showing that you bought from them you are within your rights to demand a refund or a replacement of the product if it is faulty (not fit for the purpose/has not lasted a reasonable amount of time)
whetjer icandy want to refund or not is not your problem, the shop should refund your money and then it is up to them what they do regarding getting their money back from icandy.
the way to deal with this really depends on how far you want to take it, if you agree to have it fixed agian (i wouldnt) tell them it is conditional on them paying your travel to/from the store and parking when there.

would you be happy to exchange for a new one or something else they have in stock? the shop would probably jump at the chance to do this rather than give back money!
if you just want you money back reiterate you made a contract with them ect ect as above. you can also contact trading standards ( i would mention that to the shop before you do it, usually scares them!)

I worked for a large retail chain for many years and im always amazed by how many shops think they can sell you stuff and when it goes wrong expect you and the manufacturer to sort it out between you. The shop sold you this product they should sort out any on going issues.
sorry that was so long! Good luck with it.

Thanks Nancy
I have contacted Trading Standards and they said what you did - its down to the shop. There was me thinking the nice lady was being honest in blaming iCandy!
The only trouble is down to 'acceptance' I have had it for ages now (albeit several different ones!) and they could argue I have accepted it as fit for purpose and am just changing my mind....?
I would be happy to get another pushchair from them, do you think that would help my case, as they get to keep my money!?

I have been following this thread with interest.

Nancy is right, your contract is with the shop and it is now their problem to sort out.

Although, I am really cross on your behalf that this pram has been so unreliable and poorly designed and built.

My boss insists on selling Icandy simply because some customers have requested them. We then spend hours sorting out the problems they always seem to have. Sorry, this is not your problem I'm just having a bit of a rant.

Please buy something other than Icandy if the shop offer to swap it. A new one will be just as disappointing it wasn't just your one.

Thanks teaandcake I will avoid them to be honest but its good to hear its not just me, the shop make me feel like it is me, they say they've sold loads of Cherry's and I am the only one with an issue, maybe the other people just don't use them daily or something? To be honest I have already had 2 new whole pushchairs and an extra chassis! If it still doesn't work then its just not good enough.
I am worried about trying to settle it amicably I am not great at standing my ground.

Pamplemousse, does the one you have at the moment actually have anything wrong with it?

I understand why you're cross about the whole rigmarole you've been through so far, and can see why you don't have much faith in the product, but if there's nothing wrong with what you have now, then I don't think you'll get your refund.

If there is something wrong with it, making it unfit for purpose, then say that you are not happy with a replacement due to the history etc, but will be happy to exchange it for another pushchair.

Jojay - not yet! I am getting my info and waiting for the inevitable I guess. I haven't had a whole system run smoothly for more than 2 months so lets see with this one.
I will put it like that if it goes wrong, thank you.