Ordered a product online with no store near-by, the product then became faulty after 5 months, I used my order number to view the order online and it had an option to return and book a courier, I did this and no courier came, so I booked another day and no courier came. I rang up and they said that service is only for the first 28 days and go to a store. I told them I had no stores near by and there system gave me the impression the courier was coming. At no point did they admit there website was in the wrong, letting you book a collection after 28 days. Really Really bad service but in the end after insisting I was right, they refunded me.
I ordered a Petite Star Njoy Bubble Grey/Black *Reworked* A, This was a Grade (A) Pushchair and the website states Grade A Pushchairs are: Returned items that are AS 'NEW' and un-used.
When the item arrived it looked perfect, we had a good inspection as the website said: Reworked prams and pushchairs are sold without warranty, under distance selling regulations you have 7 days to return the item to us if you are unhappy for the goods in any way.
We noticed the hood catch was faulty so I rang Nursery Value up and explained the issue and they said to send it back and we’ll repair it, I stated we would have no buggy in this time and can’t they send another pushchair to us and collect this one, as it would be quicker but they insisted on collecting and repairing the pushchair and said I’d have it back next week. I really wasn't happy with this as the distance selling regulations said I was entitled to a refund and they could have just exchanged it.
A long time past and I had no updates at all about my repair, I thought I would have had an update when they received it then when it went in to be repaired and so on. But I was totally in the dark about what was happening.
So I called them and they said they haven’t even looked at it yet but they will soon and get it out the week after, I was totally unhappy with this as we at this point have been carrying our 6 month old baby around.
So I stated I needed the Pram ASAP and stated I was told I would have it this week and explained I had 7 days to cancel the transaction and said If the service is this bad please accept my request to cancel, they then agreed to refund me I did actually receive the refund within 5 days but was shocked when they said: refunds can take up to 28 days but we aim to have these done with 7-10 working days.
They then said: we do hope that this experience hasn't put you off purchasing from us again.
So I said it hasn't as I like the Pram and may buy one from a retail store.
But you’re never going to believe what they said next, remember the item came to me faulty.
“When we collect items for refunds we do need to minus £10 from the refund for carriage cost, with this being a reworked item we generally would have charged £15 for carriage as this comes with no guarantee for the repair.”
Yes they wanted to Charge me £15 Carriage for their faulty Item, I reminded them about the long distance selling regulations, The Law, Trading Standards and Their reputation.
They then said they would refund me in full.
So in short their Pushchairs do look really good and are good quality but if you have a problem that’s when the issues start, I just want people to beware and know your rights.
I want the manager of the company to read this and ensure that their staff are retrained and updated on selling regulations, as you have good pushchairs but really really really bad aftercare and this can massively affect your business.
I hope this review has helped some people.
If they would have offered better service I would have gave these 5/5.
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