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My cot is cracked
Q The cot I ordered over the phone has arrived safely but the wood is cracked and splintered in parts. Can I have my money back?
A Yes, as long as you keep your delivery note, order number and receipt, and don't use the cot. Make sure you report the fault immediately on taking delivery and unpacking, and take some photographs of the damage for good measure. When you phone, request for the cot to be returned to the warehouse. The company should reimburse you within a few days, or send a replacement if that's what you'd prefer.
I got the size wrong
Q I bought a cot in the sale at a large nursery store but it's too big for my baby's room. Can I get my money back even though it was reduced?
A If you are returning an unused sale item because it's unsuitable or you've changed your mind, the store may refund your money, but it would also be within its rights to only offer to give a credit note. Damaged or faulty sale items should have a label detailing the fault so you are aware of it before you buy. If you buy a sale item that develops a fault you may apply for refund of the sale price if you return it within a period of time, typically 14 days.
The wheel fell off my pushchair
Q The wheel has come off my six-month-old pushchair, and the shop where I bought it is refusing to refund my money. What are my rights?
A Ask about the guarantee period and conditions when you buy a pushchair, and keep the receipt and/or delivery note. Most shops and pushchair manufacturers offer a guarantee of between six and 12 months. Check the small print. Most say that they will only refund or exchange a faulty pushchair within the first 28 days of purchase. After that, they are only obliged to repair it if it breaks within the guarantee period. It's your responsibility to try the pushchair before you buy, and within the guarantee period if you're buying in advance, to make sure it's in full working order.
The cot mattress is damaged
Q I bought a new cot mattress over the internet which has arrived with split and damp fabric. What action can I take?
A Find contact details on the company website and call them. Don't email your complaint because it can be easily overlooked or ignored. On the phone, explain the problem and arrange to return the mattress as soon as possible. Take some photos to keep as proof, and print out copies of any correspondence. The company may offer to replace the mattress but you don't have to accept this - you can request a full refund. If this doesn't arrive within 14 days, chase them. If all else fails, threaten them with exposure by writing to Prima Baby and the local Trading Standards Authority, whose number is in the phone book.
I've found some parts are missing
Q The self-assembly chest of drawers I bought for my baby's room has some parts missing. What should I do?
A Make a note of the names or reference number of the missing pieces and either go back to the store or call their customer services. Explain that you are unable to build it without the pieces, and request that they be replaced by first class post it it's something small, or by special delivery if it's a large component. Get the name and number of the person you speak to, so you can call if the parts don't arrive. If they don't turn up, call and speak to the head of customer services to explain the problem.
The internet site is not very helpful
Q A part on my baby's highchair frame has broken. I bought the highchair three months ago from an internet baby goods site and their customer services department is being unhelpful. Any ideas?
A Try locating and calling the highchair manufacturer direct. They may well be able to help you identify which part is broken and supply it directly to you if the site is unwilling to help. As with any purchase, check the guarantee details before you part with any money, and print out and keep copies of all correspondence.
How to complain effectively
Useful to know
Know your rights. From a broken cot to a faulty pushchair wheel, we help you sort your retail problems
| Consumer rights |
I bought a silver Cross Pram System for my daughter whose baby was born on 07.08.07. I paid £390 for this pram. From the outset my daughter had difficulty putting the pram up and down but we initially put this down to inexperience. A number of weeks later it was clear there was a problem with the mechanism of the pram. Every time she had to put the pram up she had to manually click in the side bars which should have clicked in automatically to keep the pram upright. I was concerned she was going to lose a finger or have an accident so I rang the shop where I had purchased the pram and complained. They explained that the pram would have to be examined by a Silver Cross Representative and that would mean my daughter leaving the pram with them. They said that they would give her a pram to use in the mean time - one that they kept in the shop. I was not at all happy with this - I had paid a lot of money for this pram and I did not want my new baby grandson in a used pram. I emailed Silver Cross to see what they had to say but I never recieved a reply. I then rang Silver Cross and was very disappointed by their attitude - just take the pram back to the shop and they would see what the problem was. I have left the pram into the shop today and have been presented with a dirty shoddy pushchair which in my opinion is not at all suitable or safe for a 12 week old baby. We have no intention of putting the baby in this pushchair and have no idea when our pram will be back. We are left now not able to go out until we get the rpam back! I cannot understand why if there is a problem like this that the manufacturer will not give a full refund or a replacement - I would get this service if a pair of jeans were faulty never mind the safety of a tiny baby! Why do I now have to have a repaired pram and not a new one that I paid for. I would appreciate your advice regarding this matter. |
| Posted by Laura Currie |
| November 06, 2007 10:57 PM |
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