Jhon Lewis pushchair

ocean90

Hi all, I posted about this a few weeks ago. In a nut shell. I purchased an oyster max tandem pushchair from here 8 months ago. It was nearly £800. To cut a long story short it had a manufacturer default and the chassis buckled and tipped on its side with my twins babies inside. I took it in to JL and was fobbed of with a repair even though it was now covered in deep scratches. Anyway I wen5 to pick it up after the repair and was happy to realise the scratches had mostly gone. But I then realised that they had repaired and replaced the top half of the chassis witch didn't have any problems when I took it in. And the faulty joints were still loose and hadn't been repaired at all. Then realised on the paperwork JL had sent to manufacturer it stated that it had a very unstable handlebar. That was not the problem. However I was being told over and over that it was repaired and met safty regulations and I should be happy the scratches had gone and to just try it out. Also that her manager had told her not to issue a refund or replacement. I was so annoyed. To reinstate the problem was not corrected and the pram still handled exactly the same, And upon showing her the problem she proceeded to tell me that if I kept moving it side ways to show her the problem then she would say it was self inflicted damage. Like a pram doesn't need to be moved push the bloody thing. After an hour of telling her I wouldn't put my babies back in there she finally agreed to send it back to manufacturer. Iv now been two weeks without my pram and have been given two single pushchair loan prams. This is not practical obviously I can't push these on my own. As my warranty contract Is with John Lewis and not the manufacturer can I request a replacement chassis from JL. I have no idea of what I should do or say here. Thanks for reading.

neilmcl

ocean90 wrote: »

Hi all, I posted about this a few weeks ago.

So why haven't you continued with that thread?

Have you contacted John Lewis with regards getting an update?

theonlywayisup

https://forums.moneysavingexpert.com/discussion/5500778

ocean90

New to this and don't know how to find old thread. Yep phoned today and was told they couldn't find the paperwork and they will phone back tomorrow.

neilmcl

ocean90 wrote: »

New to this and don't know how to find old thread. Yep phoned today and was told they couldn't find the paperwork and they will phone back tomorrow.

Then Id suggest waiting until you know for sure what's happening. They (the retailer) have a duty to deliver a remedy within a reasonable period.

[Deleted User]

ocean90 wrote: »

Hi all, I posted about this a few weeks ago.

No, you posted about it on the 28th of July. So just over one week ago.
I recommend patience.

ocean90

Erm yep I have, pretty easy to click a new tread icon. was asking for advice from people who know what there doing as iv never complained about a single thing before. So advice would be nice from those willing please.

ocean90

Yes it was one week ago just before I went to collect the pram after repair JL had already had it a week by that point sorry should have mentioned that.

naedanger

ocean90 wrote: »

Yes it was one week ago just before I went to collect the pram after repair JL had already had it a week by that point sorry should have mentioned that.

Unfortunately enforcing your rights legally will be time consuming, possibly difficult (if you are not used to such things), has some risk (i.e. you might not win), and involves cost (which you would only recover if you win).

So I think you should wait to see what JL do next. If you are still not happy then try and speak to the manager to explain the problem directly. But if you get nowhere then I think you should speak to Citizen's advice.

sheramber

I am confused

on 28th July thread you say

The handle became very unsteady and upon crossing a road as I dropped down the curb it tipped sideways with my 8 month old twins inside.

I returned it to John Lewis who sent it for repair neglecting to tell the manufacturer that it tipped over. The pushchair has been returned with repair meeting manufacturers safety standards. I'm now left with a pushchair that I do not trust and although 'fixed' it is completely scratched one side, from falling, across the mirror chassis.

but looks bloody awful. If I had made all the scratches/scuffs myself then I would live with it but as it was down to a fault due to manufacturing I'm not happy considering age and price

now you say

Anyway I wen5 to pick it up after the repair and was happy to realise the scratches had mostly gone. strange as above you say it is still scratched

the paperwork JL had sent to manufacturer it stated that it had a very unstable handlebar. That was not the problem. But you said the handle became unsteady

Yes it was one week ago just before I went to collect the pram after repair how did you have the information in the 28th July post if that was before you went to pick it up?

ocean90

Sorry maybe I didn't make myself too clear. The pram was actually returned 3 times. So quick update, repair 1 was not fixed they only replaced the handlebar it was a bit thurther down that the problem was. Repair 2, some parts of chasis were replaced so scratches were now gone. Still a problem. Repair 3, the manufacturer finally realised that it was not up to safety standards, a bolt had actually broken of inside the frame, so the part they were looking at and fixed was up to safety standards but the actual problem part wasn't, but this wasn't picked up on as John Lewis sent them the wrong details for investigation. Pram was deemed unsafe for use and I was issued a replacement chassis.
I ended up going 5 weeks with no pram, was treated like I was thick everytime I spoke to them, fobbed of everytime. And was even accused of not liking the pushchair and just wanting something new.
So future message for anyone dealing with this, stand your ground when dealing with shoddy customer services, when you know your right. Hopefully they will think twice in future, I had many apologies when they realised there mistake and could have put my babies in danger again.