We purchased several items from a well-known brand, but my main concern is with the stroller. A small part broke (the button for adjusting the backrest height). The seller initially responded quickly but eventually agreed—after multiple requests—to send the stroller to the manufacturer, as they refused to sell the part separately. After the package was returned unchanged and without explanation, the seller stopped responding, despite my repeated follow-ups. I made it clear that I was willing to pay for the part or repair, but received no reply. I then contacted the manufacturer directly, but the responses were repetitive: I was told the issue would be “investigated,” followed by long silences. Each time I reach out, it feels like my case is treated as new once past the automated assistant. The issue is with a minor button. Refusing to provide or sell such a small component essentially forces customers to buy a new stroller, which is unreasonable. It seems both parties are ignoring the situation instead of working towards a resolution.
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