J. Lewis car seat faulty - want me to take it in?

buel10

Hi all,
Last September we purchased a baby car seat from John Lewis online. It’s now faulty as it won’t turn correctly. After speaking to their customer services today, firstly we were told to take photos and email them, which is pointless as you can’t take photos of a baby seat not turning as it’s an internal mechanism at fault. When we explained this, we were told we have to take it in to the ‘nearest’ store which is 33 miles away. An additional problem being that my wife and I have one vehicle and we can’t do this because we’d have to take our baby with us - a bit of a catch 22.

Is the onus on us to take the car seat back?
Thank you.

Ms_Chocaholic

Could you have taken a video instead of photos and sent that to them via email.

[Deleted User]

Why do you both need to go? One of you can stay at home with the baby!

Yes you need to return it, have you asked if you can return by the same way they delivered?

buel10

Thanks. I was wondering if there was some sort of consumer rights here regarding the need to physically return it as opposed to any other way?

neilmcl

buel10 wrote: »

Hi all,
Last September we purchased a baby car seat from John Lewis online. It’s now faulty as it won’t turn correctly. After speaking to their customer services today, firstly we were told to take photos and email them, which is pointless as you can’t take photos of a baby seat not turning as it’s an internal mechanism at fault. When we explained this, we were told we have to take it in to the ‘nearest’ store which is 33 miles away. An additional problem being that my wife and I have one vehicle and we can’t do this because we’d have to take our baby with us - a bit of a catch 22.

Is the onus on us to take the car seat back?
Thank you.

Yes, as the onus is on you to prove the seat is faulty.

buel10

Thank you. This is the ‘after six months’ thing?

davidmcn

Why do you have to travel with it? Can't you just post it?

buel10

davidmcn wrote: »

Why do you have to travel with it? Can't you just post it?

I’d really like to but they didn’t offer it as an option.

pinkshoes

Does not moving make it unusable?

If not, all jump in the car and go visit somewhere near the JL store and make a day trip of it.

Hopefully they will then replace it.

Are you sure it hasn't been jammed due to sticky child related stuff? One of my Maxi Cosi Axiss car seats became really stiff but was fine after I shook and vacuumed all the cereal out of it!!!

theonlywayisup

buel10 wrote: »

I’d really like to but they didn’t offer it as an option.

If you post it, it will be difficult to pack and you will have to wait until it arrives, is processed and dealt with and the returned.

Take it back in person and hopefully they will sort it out for you there and then. Perhaps taking the baby in will help.

davidmcn

buel10 wrote: »

I’d really like to but they didn’t offer it as an option.

If you're entitled to return it for a refund/repair, I can't see how they can lawfully refuse to accept it being returned by post. Especially if you bought it online in the first place.