Totikids don't know Product Warranty rules
I bought a Joolz Geo3 baby stroller on Totikids.com. The customer service was kind and responsive. Spoke great English. Everything was delivered as promised. Unfortunately, one year later, one of the wheels breaks. I email them and tell them that the situation and that according to the mandatory 24month product warranty in EU, I need to get 1) a new wheel, 2) a new stroller or they can come and pick up the stroller and I get 3) my money back. This should be basic knowledge for any online webshop in EU, but the customer supporters at Totikids have not been educated well enough on such matter. Their response was that they would file a complaint to the manufacturer to see what they would say. This is the first mistake. My contract is with Totikids and not the manufacturer. It's Totikids that is responsible towards the customer and not Joolz the manufacturer. So regardless of what the manufacturer is saying, Totikids needs to offer one of the three options listed above. It took another three weeks of emails back and fourth before Totikids was finally able to get a new wheel from Joolz. Again, according to EU law, they need to offer one of the three options above within 14 days or else they need to deliver a new stroller. The Totikids supporter didn't know. Last, they demanded that I came and picked up the new wheel in one of their physical stores. Also not something they can demand and an inconvenience to me. They need to deliver the new wheel to the address where the delivery of the product was made, where they can also pickup the broken wheel and not ask me to send it on my expense. For three weeks we couldn't leave the house with our twins because of the broken stroller and we didn't want to buy a new one. Very little consideration from their side. And what's worse, very little understanding of EU law. Hopefully this review will change that.
Reply from Totikids
Hello Henrik
Firstly, let me say that Totikids regrets that you had a problem with your Joolz stroller, and that you are not completely satisfied with the after-sales service, considering that from your first contact on February 8th until the arrival of the new wheel at our facilities on February 22nd, 2 weeks passed, a period that is within the legal limits in Portugal for resolving a warranty problem. In Portugal, the law provides a period of up to 30 days for the resolution of guarantees for movable assets (follow the link if it can help you clarify the situation:
https://eportugal.gov.pt/cidadaos-europeus-viajar-viver-e-fazer-negocios-em-portugal/direitos-do-consumidor-em-portugal/garantia-de-produtos-comprados-em-portugal)
In fact, we feel that your assessment was unfair, considering that Henrik did not even present us with a copy of the purchase invoice of the stroller. The Totikids employee was the one who made herself available to search for it with your data, something that we are not at all obliged to do. Whoever to activate the warranty, the client must provide proof of it (as described in the article manual).
Regarding the question of getting in touch with Joolz, of course we had to do so. The brand that produces the stroller it is the one who guarantees the product, not Totikids (it is specified in the article manual that the guarantee is given by Joolz, so much that you, as informed us, you first spoke to Joolz, before contacting us). The customer contacts us because the purchase was made with us, but the guarantee is given by the brand. And they must inform us whether they accept, or not , the complaint as a defect that the guarantee covers, or if the It was even due to misuse of the item. And in order to ensure total satisfaction, neither Totikids nor Joolz questioned the possibility of misuse of the wheel, and offered to exchange it.
Regarding the replacement of the wheel with the new one, was asked if you could go to a store, to be able to resolve the case faster. As was replied by email on February 22nd, when the wheel was already ready for you, that is a Friday, shipping it by courier meant that you would still spend another weekend without the stroller. We tried, once again, to streamline the process to be faster.
We regret that this entire process has not been to your liking, but we believe that within legal procedures, we have completed all issues in a timely manner, always with the aim of helping you.
Best regards
Totikids.