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Unce Upon a Child Toronto / Awful experience

1 United States
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We bought a stroller from Once upon a Child. It was sold as brand new. They assembled it in a store, and sold without a box as a last piece. Next day we already experienced a difficulty with it.

On the third the right back wheel rubber popped off the frame right in a middle of intersection, and the left front wheel was 2 sm above the ground. It is impossible to notice this in a store, and you realize it when you start walking with baby inside the stroller. Plus, we trusted a shop assistant, who showed it us how it works.

We couldn't return this stroller immediately, due to work schedule, however we called at first opportunity, on a seventh day of purchase! The manager told us to come and show it to her, so we did. She was investigating that stroller for nearly 20 minutes, and then she start calling to superior person, who supposed to be in charge of it. They was talking silently for almost another 20 minutes, and then we got a refusal to help, although, they perfectly saw, that it is not our fault, and it was a manufacture mistake or a mistake of a shop person, who assembled that stroller. They simply didn't want to admit their responsibility to the clients!

I demanded to talk to responsible person for this store, so they connected me with that person over the phone, and even I explained her the situation thousand times, she kept repeating me the same "refusal excuse", which is irrelevant to our case! It was total waste of our one hour time plus a time to get there, so why they invited us for all that, if their reply contradict to their own policy? If they knew, they not going to accept it, why not to say that upfront when we were calling from home?

We advise- don't buy anything from Once upon a Child. There are better shops around, who care for their reputation and customers need.

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