They replied to me this morning saying I can send he box back for repair. I said it's too much hassle so waiting to see if they will give me other options or just leave it at that!
Hi Everyone
I have had two monsoon trolleys from Roo in the last 10 months! Both times the wheel has flown off the bottom. The first one it happened after less than 4 months and I had to fight with them for a replacement, the second one after 6 months. This time they are refusing to give me a replacement or refund. They have given me the run around for over 4 weeks, which has negatively impacted my business in a big way! They have been awful to deal with, rude and blamed the fault with the trolley on me, saying that it's NEVER happened before.
I am so upset and frustrated with the whole situation! I actually managed to find their phone number, although they would ignore my calls (and emails). I am now so fed up that I have informed them that I am reporting them to the financial ombudsmen!
It is really sad that these products aren't made anywhere near strong enough for what they are meant to be used for. Roo Beauty need to fess up this and stop fobbing off customers that have problems with their products!
Re: citizens advice, its probably going to be classed as a business to business transaction so consumer rights may not apply. You'll have to have a good look through the t&c's from Roo and see what they say with regards to faults etc.
Hope you manage to get it sorted though, sounds like a nightmare!
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