Two Left Feet - help needed in regard to taking legal action

stuckhere

I am not sure on where to post this question - please can we have a Legal Advice/Help Board - please move if in the wrong place as I am not sure where to post and there is a Consumer Rights post at the top of this board so I thought I would start here.

So.... we bought a Phil & Teds Explorer bugg that cost £440 with a 1 year guarantee. I paid cash (rather stupidly). 1 month in we found a problem with the buggy in that the front wheel rubbed on the footwell thus wearing a hole in it and making the MOST annoying noise - especially when wet.

They replaced it (it took about 6 weeks) but after another 2 weeks it started again. I emailed them - as they had requested on their website, you are not allowed to call or send more than one email - but I never got a reply. After a week I called them and asked if I could buy the part and them refund me when I return the broken part - they told me no, and it was not in stock anyway. The telephone operator told me that she would tell them I called and they would email me. My email was never answered.

In this time I needed to get the buggy replaced as I use it daily and the hole was getting bigger. I spoke to trading standards who advised that I had 2 weeks in which to give them a chance to answer a letter asking them to fix it. I explained that they did not respond anyway and that the last replacement took 6 weeks and that I needed this on a daily basis, so I decided to take the plunge and replace the part myself and bill them for it.

I called the distributor but these parts were not in stock in the colour I needed but I could get a different colour in the covers and that would mean I would have a buggy to use (the parts come from New Zealand and were not due in so TLF would not have them either) so I replaced the covers myself in a different colour so I couldhave a buggy I could use.

I wrote to TLF asking them to refund me, I got no answer to the letter (still not answer to the email either to this day) so I sent a letter last October addressed to the Directors (as per their website)by recorded delivery giving them 28 days to refund me for the parts else I would recover the costs via another means as the buggy was still under warranty and they did not help to fix it. I sent this recorded delivery and despite them getting the letter it was never answered.

Well, due to illnesses, Xmas and some time away we have not done anything about this but I need to get it sorted out. I want to recover the cost of making my buggy useable again which is the cost of the covers - around £130. However, the problem is still not solved and we have to strap up the botton of the buggy as the footwell drags on the wheel again. Not a problem for now, getting my money back i though.

Please can someone advise on what my next step should be. Should I claim for the cost of the buggy covers or not? Should I send them another letter giving them another chance? Would a small claims court throw this out for asking for too much? This company was on Watchdog so they are hopeless with Customer Service and getting repairs sorted out - do you think it might have improved since October? Either way I want to get it sorted out now - and the buggy is still under warranty. Can someone offer me any advice on my next step - court claim or another letter to directors and whether it is fair to ask for costs of making the buggy useable which was, at that time, £130. Thank you.

jen1

Hi, have you got legal cover on your home insurance they might be able to help.

Pound

You're allowed to seek "damages" for faulty goods instead of having it replaced, which would be the cost to replace parts. As long the amount you've paid isn't unreasonable a court will probably find in your favour.

ticktock1973

Hi i have rac cover on my car which also gives free legal advice on all subjects so maybe if you are a member they might be able to help you,

Hope this helps someone

vicky

niceblokejohn

If they've already been on Watchdog. give watchdog a call and ask if they'd like to take up your case with them. Most companies seem to send a representative onto the show who says "few isolated, rare, incidences, now sorted", so they may like to do a follow up segment?

vippymini

we have one of these buggies and it does seem to be an integral problem. as soon as feet are put in the piece above the front wheel it bows down and rubs on the wheel... and stays there?

a few friends have had the same problem so i think you might have more success with phil&teds for compensation as its "not fit for the purpose".

Cruiksl

Hello
I would try the UK distributors which I think are Out and About ? You may be able to find it if you do a search. I've not had a problem with my e3 but you may also be entitled to free mudguards as they now supply them fitted to the latest models.

PRINCESSKERRY

Hello

Sorry on a slightly different note I'm due to give birth in three months and I already have a one year old so this buggy seemed ideal for my needs. From what you are all saying it looks like I may have been wrong. CVan anyone give me any more information about this are you all using this pram as a double.

Thank you

Kerry

stuckhere

OK, I am back.

First of all, I would like to say to Princess Kerry that I LOVE my Phil & Teds and apart from this problem I would buy another one again. Buy it because it is not a problem until the older child is in the front bit of the buggy and puts their feed in the footwell.

For all of you that have the same problem, it is kind of nice to hear I am not being paranoid over it, it is the design that the footwell is too deep!! Go to your local haberdashery store and get some Velcro, wind it underneath the footwell making sure that it is strapped just above the 2 poppers in the middle that hold the cover onto the frame (Obviosuly take the cover off first) then for the last couple of winds, take it underneath the poppers so when the cover is on it olds it just into place a little bit more - and this holds the footwell up in just the right position perfectly. If it can withstand my son getting in and out then it will do the same for yours. However Out & About told me that it was not for kids to stand in hen getting in and out (How on earth they think they get in and out is beyoond me) and gave me a lecture about this. Anyway, I got a special kind of velcro that is double sided rather than the two piece sort and when you wind it around the frame (you can't see it as the cover hides it I promise) it sticks to itself. You'll need to get a meter for it to wind up enough for it to stay. it's a bit trial and error to be honest but once you get the hang of getting it on you'll see the difference it has made. This has cured the problem totally and it cost about 50p!! Bargain. Plus it stops all of that insane noise from the rubbing of the wheel and trying to push the buggy against the extra weight on it.

However, it still means I am out of pocket with Phil & Teds. I think I might write to them again outlining the same points and ask for my refund and then if they do not reply take further action from there. I'll give them a month and follow it up this time. I think the fact they are completely ignoring my letters is not going to bode well in court anyhow. So, this is what I shall do.

But going back to my P&T, I had 5 buggies in my daughters first year - I never found one that I was entirely happy with, a lot were too heavy for me toget in and out of the car with my back being as it was and then would flog it on eBay and get another, until I found this. It was a bit tight time wise though, I had to get it imported an got it when my son was 3 days old and my daughter was 14 months but I got it with all the accessories and I love it. Back then I was the only one tht had one, they are everywhere now, but I got so much attention with it. I still have it now, over 3 years on, in fact I upgraded as you can see. The Version 2 is better apart from this slight flaw with the footwell.

BUT, do not get it from Two Left Feet or another internet company. Go to your local independant and get it from them as they are more helpful if something goes wrong. The wheel fell off mine in the first few weeks when I was in Asda! I have had rivets and the like go, I have bent the wheel up - just call Out & About or your independant and they can get the replacement parts. It might cost a few pounds more to buy than your usual double but I got a few bits and peices free in the first few months as it had so many niggles but I guess these have been ironed out with the new one. The tray does rip if your child is heavy handed getting in and out the bottom seat so beware of this however they can be replaced. The distributor is out and about, yes, this is where we got the other bits from, they are the ones who told me to change colours so I could have the much better Version 1 footwell but that did not work, this is why I am left with the covers as I had to get the Version 2 footwell anyway andt hat lasted just a few weeks before the hole started wearing. You can get a new footwell from them though - just call them and ask.

Phil & Teds were next to useless and did not even reply to my email after I complained the 2nd time. Maybe a lot more emails to them will realise that it is not just me - the website address is on your buggy so go tell them!!

However, the buggy itself is excellent, it is light and easy to use, the wheels come off and it folds flat, I take it everywhere, it even done 2 weeks at Disney in USA (with everone saying Cool Stroller - it got loads of attention over there) and the Airline gave me 2 big bags so all the accesories would go in it on the way back and it went in the hold (we did buy one of the travel bags for it which we used on the way out but that was full of new clothes and trainers on the way back, LOL) but yes, I would highly recommend one of these to anyone, they are well worth the money and are still making the money on eBay!!

I am going to post the info for fixing the footweel on shop don't drop as well so that everyone knows rather than get a new footwell!!

babybimbles

I know lots of people who have had issues with Two Left Feet. I would stay away from them at all costs! I had problems too a few years back.

Good luck to OP with your claim xx