Returning Bugaboo pushchair to John Lewis - question...

huntersc

We purchased a Bugaboo Cameleon pushchair from John Lewis about 8 months ago. Earlier this week it became very stiff when unfolding and now it's siezed up completely. We called JL to ask about the 2 year guarantee which they offer on the product and they said that we'd need to bring it in and they would then send it back to the manufacturer.

Now obviously we can't do without a pushchair for 2 weeks and although they said they might be able to loan a basic puschair for £50 I'm not really happy with that.

Once I'm in the store I might be able to convince them to just replace there and then as the customer service is usually very good and I spend a lot with them but if they say no I was wondering if anyone knew what rights I had exactly?

Could I demand that they replace it on the day or do I hacve to accept that they will need to send it away for two weeks before deciding what to do?

Chutzpah

They have a right to try and repair it and/or replace it. So you won't have an immediate right to a replacement but if they can clearly see it needs replacing and it isn't your fault they might do it there and then.

Under the Sales of Goods Act they should offer you a suitable (i.e. similar) replacement if they are inspecting it or attempting to repair it. As far as I know they should not charge for this.

This site should be quite useful to you: http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/

p1tse

any update on this?

huntersc

Hi, sorry, should have updated you earlier, it went really well. I popped into John Lewis a day after I originally posted.

I told them what was wrong, they didn't even inspect it nor did they want to see a receipt, they said that they would order a new one in and we could collect it three days later. They didn't have a loan for me so asked if I could deal with my current one and I said I could.

Three days later I went in and dropped off the broken one and collected the brand new one, no questions asked.

John Lewis are brilliant.

p1tse

good result