Help! Broken pram retailer is refusing to refund me?

cs7769

I paid £300 for a Cosatto Giggle pram from Kiddicare in late December 2013.

We soon learned that the pram was very difficult to use over all terrains over which we intended to use it. Specifically, we had to use a sling instead of the buggy when out walking on anything other than pavement or shopping mall flooring as the ride for baby was so poor and it was cumbersome to push over the slightest unlevelled surface. In addition, I was slightly concerned that it was very unstable on its three wheels when going up curbs/steps (and made efforts to compensate for this by ensuring I was holding on tighter).

At babies four month milestone it became noticeably increasingly precarious to push up a curb, feeling that the frame was going to give up and collapse in on itself. Again, I would compensate my holding on tighter, trying to go more slowly etc. Nonetheless, on one occasion I unfortunately put some shopping in the under-basket and felt the pressure on the frame even more and decided that enough was enough.

When I took back to Kiddicare their offer was to send it off to be repaired so I agreed.....They sent it off and a bracket was replaced on it (and they got dirty dust over my very clean seating area and scratched my frame in several new places too!). When I went to collect the pram it was doing exactly the same as it had been doing before it was 'fixed' which I found unacceptable and asked for a refund. Kiddicare refused and said that Cosatto are pram experts and there was nothing wrong with what I was describing to them. Reluctantly, I had to take the pram with me as they also refused to send it back again to be 're-fixed'.

A few days later, the front wheel fell off the pram whilst my baby was in it and thankfully he was not hurt. However, Kiddicare have again point-blankedly refused to give me a refund. First off, offering to collect it at my cost to be repaired. Then secondly, offering to collect and repair at their cost.

I do not consider it has lasted a reasonable amount of time (meant to last 3 Years!), is of extremely unsatisfactory quality (especially considering how much I paid for it), and is not fit for purpose......Even if they 'fixed' it again, I consider the same aspect of danger would still stand and I would be too concerned to use the pram. Overall, I am very angry, upset and disappointed with the quality of something that is meant to help me access the world with my little one.....My back is in half always using our sling and carrying him everywhere!

What do you think? What can I do?

Poppie68

cs7769 wrote: »

I paid £300 for a Cosatto Giggle pram from Kiddicare in late December 2013.

We soon learned that the pram was very difficult to use over all terrains over which we intended to use it. Specifically, we had to use a sling instead of the buggy when out walking on anything other than pavement or shopping mall flooring as the ride for baby was so poor and it was cumbersome to push over the slightest unlevelled surface. In addition, I was slightly concerned that it was very unstable on its three wheels when going up curbs/steps (and made efforts to compensate for this by ensuring I was holding on tighter).

At babies four month milestone it became noticeably increasingly precarious to push up a curb, feeling that the frame was going to give up and collapse in on itself. Again, I would compensate my holding on tighter, trying to go more slowly etc. Nonetheless, on one occasion I unfortunately put some shopping in the under-basket and felt the pressure on the frame even more and decided that enough was enough.

When I took back to Kiddicare their offer was to send it off to be repaired so I agreed.....They sent it off and a bracket was replaced on it (and they got dirty dust over my very clean seating area and scratched my frame in several new places too!). When I went to collect the pram it was doing exactly the same as it had been doing before it was 'fixed' which I found unacceptable and asked for a refund. Kiddicare refused and said that Cosatto are pram experts and there was nothing wrong with what I was describing to them. Reluctantly, I had to take the pram with me as they also refused to send it back again to be 're-fixed'.

A few days later, the front wheel fell off the pram whilst my baby was in it and thankfully he was not hurt. However, Kiddicare have again point-blankedly refused to give me a refund. First off, offering to collect it at my cost to be repaired. Then secondly, offering to collect and repair at their cost.

I do not consider it has lasted a reasonable amount of time (meant to last 3 Years!), is of extremely unsatisfactory quality (especially considering how much I paid for it), and is not fit for purpose......Even if they 'fixed' it again, I consider the same aspect of danger would still stand and I would be too concerned to use the pram. Overall, I am very angry, upset and disappointed with the quality of something that is meant to help me access the world with my little one.....My back is in half always using our sling and carrying him everywhere!

What do you think? What can I do?

Did you register your pram for the 4 year gaurantee? Have you contacted Cosatto...their customer service is excellant..

My daughter has a giggle and it doesn't have any issues and is extremlly easy to use and very stable. She also has another cosatto buggy which had an issue with one of the bars 3 months after purchase.i had registered both under the 4 year guarantee i called Cosatto regarding the bar and next day a courier was at the door with a new buggy.

k3lvc

I think to start with you could have researched and 'test-driven' the model you bought - I'm not familiar with it as my kids are now a bit older but one look at it suggests it's based on vanity and value rather than longevity and rough surfaces (solid tyres are nover going to give you the ride comfort you're looking for on anything less than smooth tarmac/paving).

I don't know Kiddicares latest T&C's as we used to use them when they were a single site retailer in Peterborough but they used to give 6 months on buggies/travel systems given the daily use/abuse that many suffered - anything after that would be a repair. I'm interested why you think yours 'is meant to last 3 years' ??

Without seeing the damage caused to yours I'd have expected you'd be as well looking at this for some recourse - http://www.cosatto.com/4year#tab2 - you did register it after purchase didn't you ?

SuperHan

Normally, in the first 6 months of the purchase, it is up to the retailer (Kiddicare) to disprove the item is inherently faulty, which it seems they have done by liaising with the manufacturer.

If you disagree, you should now find an independent engineer who will look at your pram and will write a report to say the fault is inherent. You will need to pay for this, but Kiddicare will refund if it finds in your favour.

Then you can go back to Kiddicare and they will have to offer a repair, replacement or refund. They don't have to offer the refund you want, but if they do, they may reduce it to account for the use you have had.

Tbh, not having looked at the pram, it sounds more like a poorly designed pram as opposed to a faulty one (except the wheel!), which Kiddicare don't have to do anything about at this stage in the game.

Hintza

This is more what you want.

cs7769

has anyone else gone through small claims court at all?

k3lvc

cs7769 wrote: »

has anyone else gone through small claims court at all?

Are you serious ?? You'll be laughed out of court if what you've written is true

bod1467

http://sogahub.tradingstandards.gov.uk/explained

That explains the rights and responsibilities of both retailer and consumer.

Forget small claims court - you don't have anywhere near a strong enough case to consider that. A letter before action (LBA) threatening court action might be worth a punt though.

Poppie68

Kiddicare have offered to repair it.I presume you didn't do the sensible thing and register the pram with Cosatto for the free 4 year guarantee which would of allowed for a free fix or even a new pram..and using the guarantee is a very easy process.
Also kiddicare have only to offer a repair,exchange or refund within the first 6 months it's there choice which option to offer after that you would have to pay for a report to prove the fault was there at the time of manufacture...but if you have registered for the 4 year guarantee you wouldn't have to go through all the hassle.
Have you even tried ringing Cosatto?

bod1467

Just to be pedantic ... you don't HAVE to get a report after 6 months, as long as the retailer doesn't insist on one. (If they do though, then you do have to).

Poppie68

bod1467 wrote: »

Just to be pedantic ... you don't HAVE to get a report after 6 months, as long as the retailer doesn't insist on one. (If they do though, then you do have to).

You can be pedantic....i'm happy to be corrected or my post amended.:)