John Lewis Faulty Silver Cross Pram Refund, Left with unsitable Car Seat

LaLa19

I purchased a Silver Cross surf pram & Ventura plus S car seat that can be attached to the pram chassis in July 2012. My baby was born the end of October. I had been using the pram & car seat for under 10 weeks when it developed several faults, the suspension wasn't working, the chassis would lock unable to fold & the front wheels were not going straight and bumping up & down (like a digger my son described it) I contacted John Lewis who gave 3 options, a replacement, refund or repair. After consideration I chose the refund. John Lewis arranged a courier to collect the pram. I advised them I had no boxes, they said to put it in a big bag which I was very surprised at! I bought several rolls of bubble wrap and made sure it was wrapped secure. John Lewis have received the pram back but not yet processed a refund, they said they need to contact Silver Cross first, does anyone know why this would be?
Also I am now stuck with the matching car seat that cost £125, the only benefit was that it attached to the pram chassis. It is difficult to fit in the car, the hood & apron have to be removed to do this & the hood keeps falling off. Do you think I should ask John Lewis if they are willing to take the car seat back too?
Thanks

arcon5

They are probably wanting it inspected to ensure the damage hasn't been caused by misuse.

Unless they was bought as a package your only rights would be if the latter item was faulty - at this stage John Lewis can choose the cheapest remedy to them. But as you've seen they are acting reasonably in allowing you to choose how to proceed... bearing this in mind I wouldn't be surprised if they accepted the matching item back also... so is it worth asking? Yes, it most definitely is.

LaLa19

arcon5 wrote: »

They are probably wanting it inspected to ensure the damage hasn't been caused by misuse.

Unless they was bought as a package your only rights would be if the latter item was faulty - at this stage John Lewis can choose the cheapest remedy to them. But as you've seen they are acting reasonably in allowing you to choose how to proceed... bearing this in mind I wouldn't be surprised if they accepted the matching item back also... so is it worth asking? Yes, it most definitely is.

It kind of was bought as a package, the car seat was free but now that the pram has been returned they are deducting £125 off the refund which I expected, however I would not have bought that car seat if it was not included in the price. So are you saying that I will need to wait on Silver Cross inspecting the pram before they refund me? Also I wouldn't want it back as it was perfect condition and god know what damage the courier could have caused as it was not boxed.

arcon5

In what way was the car seat free? Do you mean it was free with the pushchair? If so then they was sold to you as a package and should take the car seat back as well.

It's not unreasonable for them to inspect the goods before refunding, so you will probably need to wait i'm afraid. SoGA doesn't specify a time limit on issuing to refund so it would come down to what is 'reasonable'.

LaLa19

arcon5 wrote: »

In what way was the car seat free? Do you mean it was free with the pushchair? If so then they was sold to you as a package and should take the car seat back as well.

It's not unreasonable for them to inspect the goods before refunding, so you will probably need to wait i'm afraid. SoGA doesn't specify a time limit on issuing to refund so it would come down to what is 'reasonable'.

Another store were offering the car seat free when you buy the pram and John Lewis agreed to price match. I had to order both and they refunded the difference. They did not tell me I would need to wait for the pram to be inspected by Silver Cross before refunding me, should they have informed me? I can't be without a pram for long as it means I can't get out with my baby, I need to wait for a refund before replacing it too.

arcon5

It would have been logical to advise you of their procedure, although doesn't really change anything to be honest.

By allowing you a refund they seem to be acting reasonably, so perhaps air your concerns to them and hope their service extends as far as refunding you immediately or giving credit to buy another pram (if you are buying it from them that is)? Worst they can do is say no..

neilmcl

LaLa19 wrote: »

Another store were offering the car seat free when you buy the pram and John Lewis agreed to price match. I had to order both and they refunded the difference. They did not tell me I would need to wait for the pram to be inspected by Silver Cross before refunding me, should they have informed me? I can't be without a pram for long as it means I can't get out with my baby, I need to wait for a refund before replacing it too.

Then why on earth didn't you just opt for a replacement.

mattyprice4004

LaLa19 wrote: »

Another store were offering the car seat free when you buy the pram and John Lewis agreed to price match. I had to order both and they refunded the difference. They did not tell me I would need to wait for the pram to be inspected by Silver Cross before refunding me, should they have informed me? I can't be without a pram for long as it means I can't get out with my baby, I need to wait for a refund before replacing it too.

So to clarify, you ordered both together but paid a set price for each item on the order confirmation?

That's not a package.