iCandy pushchair peach problems

bingy_burge

Hi we bought this expensive buggy in jan from approved retailer. Getting the peach doubles kit which cost £800 as a package deal.

Baby was born in July so it sat in boxes until then. Anyway main seat unit button broke and I called them as they offer a 24 month warranty. I was told to take to retailer for repair replace within 5 days.

Went to retailer on sat as they are 30 odd miles from me and took it. iCandy had sent him an email with known fault pictures with problems with the clipping mechanism stating its customer misuse.

I called ICandy and kicked off on Monday and they stated I shouldnt of seen that info it's retailer only. Anyway they got the buggy and expected and replaced both side arms and sent it back to the retailer for Thursday.

It has arrived damaged in transit and iCandy said they would send a part to the retailer according to him. Every time I call the women Kelly cooper is busy and won't call me back since Thursday. I called 3 times today as my retailer hasn't had the part in. My partner is livid and doesn't trust the product anymore as it breaks easy for a 800 quid buggy.

What are our rights as it looks like we will be without the buggy till next Saturday now as its damaged and neither the retailer or me can get anyone from iCandy to talk to us today and they seem to close at 4pm today.

Can we demand our money back when we bought in jan this year?

arcon5

All your entitled to is repair, replacement or refund -- effectively their choice unfortunately.

listmaker1001

Hi, I had to register to reply to this.

We bought an icandy cherry special edn 2 years ago, £1000 as a package with car seat. After 6 weeks the wheel axle broke and when I took it back to the retailer, they contacted Icandy who said 'customer misuse'. There is no way it had been 'misused' as I'd only had it around 6 weeks! it
Anyway I got it repaired but had to pay around £90 - at the time I paid as with a newborn I didn't need the hassle and needed the buggy back! the retailer did borrow us one but it was rubbish.
Looking back, I wish I had fought for the retailer to take responsibility as I believe the onus is on them to put things right? You could check with trading standards? I think I did check but they said I'd need to get an independent party to say it was not customer misuse (I'd have to pay for this)?
If you search online, you'll find loads of complaints on various forums that Icandy do not honour their warranty and always state 'customer misuse'.
I too had the same issues of the person I needed to speak to not being available, and not calling me back. Very frustrating!
Hope it gets sorted x x

bingy_burge

arcon5 wrote: »

All your entitled to is repair, replacement or refund -- effectively their choice unfortunately.

But the buggy had been damaged in transit what do we do now?

They won't talk to me and th retailer can't repair it?!??

Can I demand my money back.

arcon5

bingy_burge wrote: »

But the buggy had been damaged in transit what do we do now?

They won't talk to me and th retailer can't repair it?!??

Can I demand my money back.

Actually,

my first post is your rights with the retailer under SoGA (for which after 6 months the burden of proof is on the consumer).


Seems like you had it repaired under warranty so it would all depend on the terms of the warranty for how they deal with damaged goods in transit. It would be for the manufacturer who repaired it to claim from the courier for the damage. If they accepted a repair under warranty I can't see how they are not liable also for ensuring its safe arrival with you.
But this isn't the case, is it ? You said they are replacing the damaged part by sendding it to the retailer. When did they tell you this and how long has it been? It may well be it can take upto 28 days to be sent/arrive.


Thinking about it, your also unlikely to now have a case with the retailer, as sales of goods act will protect you from inherent faults, the damage caused in transit is not an inherent fault so they are under no obligation to repair the damage caused by the courier, let alone refund you.

arcon5

listmaker1001 wrote: »

Hi, I had to register to reply to this.

We bought an icandy cherry special edn 2 years ago, £1000 as a package with car seat. After 6 weeks the wheel axle broke and when I took it back to the retailer, they contacted Icandy who said 'customer misuse'. There is no way it had been 'misused' as I'd only had it around 6 weeks! it
Anyway I got it repaired but had to pay around £90 - at the time I paid as with a newborn I didn't need the hassle and needed the buggy back! the retailer did borrow us one but it was rubbish.
Looking back, I wish I had fought for the retailer to take responsibility as I believe the onus is on them to put things right? You could check with trading standards? I think I did check but they said I'd need to get an independent party to say it was not customer misuse (I'd have to pay for this)?
If you search online, you'll find loads of complaints on various forums that Icandy do not honour their warranty and always state 'customer misuse'.
I too had the same issues of the person I needed to speak to not being available, and not calling me back. Very frustrating!
Hope it gets sorted x x

not necessarily, within the first 6 months the burden of proof that a fault is not inherent is on the retailer, after 6 months on the consumer. So in your case if they thought the fault to be caused by mis-use they would need to proof it.

You should have fought it and not paid, but it's understandable why you wouldn't want the hassle at such a time