Faulty Pushchair / Travel system - rights?

darronk

Hi,

Today I tried to return a Graco Fusio Travel system to the branch of Toys R Us I bought it from. I'm not happy with the outcome.

Basically the system is faulty (Wheels keep locking up, brake applies without having to be fully engaged, frame is starting to sag, and front wheels dont turn correctly), it has been since day one, but because I was being organised, and purchased it in May last year (Daughter was born at the end of December, so the system has only been in use since then), I've basically had to come away with them sending it back for repairs.

Firstly, when I purchased the system, it was only because it was on a special offer, and I recieved a discount voucher via email from toys R us that same weekend, so we bought it because it was basically a bargain (still not cheap mind). At the time, it was one of the best reviewed systems we could find.

I took it back to them, along with a ton of reviews from their own website, from people with exactly the same problem (which they basically ignored, but thats a different matter), only to be told that their policy is they repair it.

Firstly, I wouldnt have actually bought the system at the time I did if they hadn't basically encouraged me to with an email offering extra discount, and secondly, can they just ignore all the evidence that other people have had the same problems, been sent away for repair, and still have the same problems?

Where do I stand if it comes back and has the same problems? This was supposed to last for three years, and at the moment it hasnt lasted for four months.

Another point, they more or less accused us of causing the problems. The guy we dealt with basically turned round and said that banging the pushchair off a kerb once could cause the frame to twist!

Any advice would be more than welcome.

Oh and at no point did i ask for a refund, all i wanted was an exchange for a different system.

Forwandert

Toys R Us are well within their rights to repair a travel system you've had for 12 months. If it breaks again they would still be entitled to repair the system.

Waving pieces of paper with reviews at someone at store level isn't going to alter the outcome which will explain why they seemed to ignore them, the reviews won't be relevant to the repair they are arranging for you. They will have a set process they have to follow with returns and will be following that. If the reviews are that bad I would recommend sending a letter to their head office explaining your concerns for the system after repair and ask them for a different resolution.

Also bumping into kerbs, throwing Prams into cars, balancing heavy shopping bags on the back etc does damage prams. I have 4 children and I wouldn't expect any pram system to last three years. Saying that all my children have preferred to walk from the age of two anyway.

arcon5

Legally they could have also insist you prove the fault is inherent. They are entitled to offer a repair.

darronk

To be fair, I know they are well within their rights to repair it, however the reviews they were shown are clear evidence that the faults with the system I am experiencing are not something that can be repaired.

If you check the reviews, they are all stating that they pretty much have the same problems, and even after repair, the problems persist. They didnt even bother to look at them. Also, their "test" literally consisted of a salesperson pushing the pram around in a six foot circle in front of the service desk for 30 seconds. When they were asked to just walk it around the store for five minutes, 3 seperate sales people refused to do so.

Again I don't want a refund, just an exchange for a different system. I know that banging about the pram and carrying shopping on the back can damage it, but after 4 months?

baza52

As you know they are within their rights to repair whay are you still saying you want an exchange?

Its the retailers choice not yours unfortunately.