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Teresa's complaint against Cosatto
Complaint against Cosatto
I have a Cosatto Yo pushchair that developed a fault after 2 months. The wheels lock when trying to swivel. I informed the company with a video of the issue and was told to lubricate the wheels. 2 weeks after this I was leaving a bus when the wheels locked forcing myself and the pushchair to overturn onto my 22 month old daughters face. She was left with a cut nose and bruised forehead. I immediately contacted Cosatto who apologised, made me fill out an accident form, organised a replacement so they could look at my pushchair to see what happened. I provided photos of the injuries to my daughter. No replacement came. I contacted them and was told I obviously don't understand instructions and now no replacement will be provided they will just send me a new one so i will have to wait further without a pushchair. I then get informed that they no longer have my model in stock i will just have to accept a different design that i had not picked. I contacted the CEO directly as this was not acceptable to me, I took weeks to decide on my choice of pushchair and as they were not the cheapest felt i had a right to complain further. He assured me in his email reply that he would personally resolve this issue. He has not contacted me once. I went on their facebook page and asked as to why he was not dealing with it to be told he is not in the office and has handed it back to the people who i was complaining about. I have been told they have sourced my pushchair from another supplier but cannot give me a delivery date. They are now ignoring my questions via social media and e mail. I cannot afford to buy another pushchair and as you can imagine with a 22 month old child the school runs 30 mins walk each way have become a nightmare. This is not acceptable to me.
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