Crappy Cot, Any advice -legal or not - so dissapointed

Good luck!

I went straight to the specials page, saw the cot and nothing mentioned about factory seconds. I definitely think you do have a leg to stand on. Definitely screen dump and stand your ground until you get what you want.
All the best hun :hug:

Good work and good luck following this through! :thumbsup:


Reminds me of a situation my DH experienced earlier this year. He noticed that a previously vacant shop on Collins Street Melbourne was being used by shirt makers Rhodes & Beckett to sell shirts at heavily reduced prices (just shirts on trollies, no carpet or decor, just a temporary set up). So he went in and bought two of them. Then he came home and proudly showed me and crowed about how much money he had saved. The sale continued the next day... he told a few of his colleagues.. who went and had a look too. Then he had a meeting with a client... and I could be breaching confidentiality here but lets just say that DH then found out that the shirts that he had bought were infact factory seconds!!!! The client said; "so have you discovered what the faults are yet?" DH was horrified! I went over the shirts with a visual fine tooth comb but couldn't see anything more serious than a loose button on one and a sewn in fleck of something brown (looked like a splinter, it was tiny... it came out). So no harm done. But there was definitely no reference to the sale being factory seconds! :( So caveat emptor (buyer beware) and be highly suspicious of heavily reduced items! If it didn't happen months ago i'd probably follow it up with Fair trading too.

:o :D :dance: Quick update to those who have been following my post on the Sereno Cot by Love n Care purchased online, paid for over the phone to Baby Savings Co in NSW... Which arrived in terrible condition !....

I sent an e-mail yesterday to Baby Savings Co outlining my dissapointment and intentions to go to NSW Fair Trading if this matter could not be resolved at no further cost to me. I also e-mailed photo's of the deep scratches, dents and where wood and paint was actually flaking away at the joins as well as well as a scanned copy of the receipts.
Well ! I am so relieved ! I just got a phone call this morning from the girl I spoke to when I discovered the crappy cot that had been sent. So she starts off by letting me know where she's calling from and asking if I had received her e-mail? I said I had not had a chance to look this morning and my stomach kind of got nervous cause I thought, here we go, what excuse am I going to get here?

But no, she started of by apologizing for the crappy Cot and that she did not realize from our conversation on the phone the extent of the damage. She said usually when customers complain, they are complaining about superficial scratches and that's why she kind of dismissed it and said it could be spray painted over. She also apologized for this assumption too.
She said she had looked at the photos I sent and she was absolutely shocked and usually the factory seconds they get sent from Love n Care are superficial scratches but that his was far more than superficial. I agreed and explained that, that's why I sent photo's because it was really terrible and unsafe to even consider putting a child in (flaking wood and paint). She agreed and then said, that she had called Love n Care and told them what had happened and that they have ruined the reputation of Baby Savings Co by dispatching a product so below standard to them, to ship out. She went on to say that she would choose another cot with no markings and that if she finds that all the Sereno cots are Factory seconds then she would upgrade to a different cot and have it shipped out by Friday at the expense of Love n Care !!!!! yay! :leap:
I am so happy and I told her I appreciate her resolving this situation so quickly and thanked her. She said "No that's ok, thank you for being understanding". She also said the crappy cot would be picked up by the courier at the time they drop off the new cot also at no further expense to me. ( I did say in my e-mail that It isn't reasonable to expect that I should have to pay for shipping twice and therefore be out of pocket $88 for their mistake)....
So the conversation was finished very pleasantly and she apologized again and said she would have a cot to me by next Monday and that she understands that thhi is the last thing I need, being not far away from being due.
I thanked her and said that I appreciate that, and that was it !
I just had a look at the e-mail she sent me and it says

"Hello Jane,

I have just viewed your email and the images if the sereno cot, from our conversation on Monday I was not of the impression of the extent of the condition of the cot. I am mortified of the condition. I did state during our conversation that it was outside of refund terms and did suggest that we contact the supplier Love N Care to see if they will fix the cot by re-spraying "scratches". The factory seconds cot were discounted as they have superficial scratches. The photos you have provided are more than significant scratches. I will be in touch with the supplier to rectify the issue immediately. I will be in contact with you tomorrow afternoon.

Regards Alex
BabySavings Co"

In addition to the conversation I had with Alex this morning, I am happy to say that I am very happy with this outcome and I just also wanted to thank everyone who contributed their point of view and shared their experiences in terms of this situation.
Here's hoping I get a nice new cot as I originally intended.....

Yay..what a great outcome!

That's fantastic and admirable that you both ended the conversation on good terms :thumbsup: I know too many people who would have been indignant to the very end despite the apologies and ended with something like "Well so you SHOULD be sorry!!!" I always cringe when I hear that :( But you have done so well and it now sounds as if this girl is going to do everything she can to make it all better! :clap: :clap: :clap:

:clap: fantastic hon!!!! SO glad that she saw that you weren't an over the top pg woman and that you were speaking the truth :)

NOw you know you have to share pics when it arrives and is set up

Yay! That is brilliant. I think it is fantastic that they resolved it in the way they did.

haha! Thanks girls ! Yeah I'm really glad that it has been resolved he way it has. No point in being nasty.My e-mail was to the point and firm but I saw no reason to be rude. I think people get their backs up when you're rude and that doesn't help anyone.

I will put pictures up MAZ, not quite sure how to do that but I'll work it out.

Thanks again to everyone for their support :grouphug:

Thats awesome! I'm so glad that it got sorted out in the end :)

Ok sorry if this is dragging on, but I'm just so grateful ! I got a call from Alex from Baby Savings Co again today and she said that Love n Care were proving to be quite difficult to deal with but that she wanted to resolve this issue and make it up to me as soon as possible. Soooo, she said she sent me a photo of the Rosella Cot by Mother Care to see what I think? She said it is a new cot which they sell at $279 but that it would be at no extra cost to me and that she could have it shipped out and the crappy one picked up by Tuesday or Wednesday next week. I am so ecstatic ! I said I would have a bit of a look at the rosella cot and the details and feedback from people who have bought one and get back to her.
Well it checks out fine and I just rang her back and said that was fine and so I should have a brand new cot by mid next week.

I also sent her this e-mail....

Hello Alex,

Thank you for your promptness regarding the issue of the Sereno Cot by Love n Care. I look forward to receiving the new Rosella cot in white in the next couple of days, as per our telephone conversation , and finalizing this matter.
I'd also like to say thank you for reacting in a manner which has restored faith in me as a consumer with your business.

Sincerely
Jane

So I guess it is worth believing in yourself and speaking up when something like this happens. Thanks to you girls too, I felt really supported by your understanding and empathy with this situation.

:loveshower: :hooray:

Oh that is fantastic! It seems that because you have been so gracious despite being inconvenienced Alex is really going above-and-beyond what she has to do to satisfy a customer that she obviously feels so sorry for. That's the tricky thing when making a complaint: it's dead easy to crack it and vent your spleen at staff... that will probably get you "justice" ie in this case Alex would have seen that you got an exact replacement although it might have taken a bit longer. But it's a bit harder to complain yet let the staff know that you have nothing against them and acknowledging that to a certain extent what happened was out of their control. So because you did this Alex is extra keen to help out this very understanding customer... and she has sought to not only make sure justice is served but gone that little bit further and made sure that you have come out a bit better... well A LOT better in this case! A brand new cot of higher value but at no extra cost delivered asap! I would be thrilled too! :dance: I hope everything continues to work out well... and you know what? If after the cot arrives and you are completely happy I would go as so far as to write a letter to the manager (Alex's boss) to say how professional and understanding she was. I believe that would really motivate the company to maintain the highest standards of service... and who knows, you might have further dealings with them and be grateful for their help again. Looking forward to an update on delivery of your cot! :)

Ooh, can't believe I missed the update - congratulations!!!

Yay! a win for the little guy!. Nice going lovey, goes to show that it does pay to put your hand up when something doesn't seam quite right...:clap::clap::clap::clap:

Ok so I got my new cot..... not totally happy with it ?? It's supposed to be a new cot but there's a scratch on one of the panels? I just got DH to get some touch up paint to paint over it because I can't be bothered sending it back and all the rigmarole so I'm just going to leave it at that...... ah well not long to go now......

oh what a bugger!

Oh that sucks.

oh well, proves you almost always get what you pay for I guess.... but how is the cot structurally and functionally? Despite the scratch how do you think it will work for you? Maybe gain a bit of comfort in the fact that in about a year your cot will have a row of teething bite marks along the side rail. I sanded and painted my white cot before each baby to freshen it up but each child did this this biting thing... drove me nuts.