Dodgy new pram/buggy from Mothercare - advice sought please

Logan_Five

After some advice - hope someone can offer assistance....

The wife bought a pram/buggy from Mothercare a few weeks ago for around £250. Seemed to be fine at first, but after a few short journeys, it started developing a problem with a wheel, which kept on coming off (not good with a nipper in the pram! ) and it's just got worse. She rang Mothercare and they said to take it into the shopto be looked at, and we should get an exchange as it was withing 28 days since we bought it. However....

The wife went with the father-in-law today, to take it back. Not as clear-cut as what she was told on the phone. Mothercare (and the guarantee states) will only replace a faulty item if it's not been used - if used they can only offer a repair. Mothercare rang the manufacturer, who said it's the wheel that's the problem, and they are sending a new one out. Father-in-law reckons it's a problem with frame of the pram, rather than the wheel. Obviously the Mrs isn't happy and wants to know what rights we have. We find it a bit perplexing that Mothercare will only replace an item if it's not been used - but how are you supposed to know that it's faulty, without using it first?

lovethymini

ring these guys

http://www.consumerdirect.gov.uk/

I took a travel system back to Mothercare after 4 months use and got a complete refund. I'm surprised at how they've handled your problem; after all it comes under not "fit for purpose" with a wheel coming off!

Good luck

Logan_Five

Thank you - have passed that onto the wife. She'll ring tomorrow.

Airwolf1

Did she happen to pay by credit card?

Logan_Five

Yes she did. Does that make a difference? (I assume it must)

Airwolf1

Well, I'd fit the new wheel first and see how it goes.

But if it doesn't, you should read this http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases?gclid=CKW_9t_vuZcCFQnllAod4mlvRw#what I'm sure it must be applicable here, although I stand to be corrected if needs be!

Logan_Five

Thanks again. Interesting!

jasmin10

Just saw your thread and had to post. This happened to my friend where her mothercare wheel kept coming off ( she had has some dealing previous dealings with them - I think she worked for them) Apparently this is a common fault to do with a problem with the pin that holds the wheel on. It may be worth mentioning it to them and see what they say. My friend got a new pin (free) from them which solved the problem.