Thank you all for your feedback on facebook regarding your reworked pushchairs. After our meeting this afternoon with the Customer Service Manager and Repair Manager, I’ve concluded that we’ve only actually had 1 complaint (so far 0 returns) regarding the black lime quality (2 if you include the query regarding the authenticity of the blk/lime zias), and 2 on other colours over the last 7 days against sales of over 100 over the same period. This indicates that there are no quality issues regarding black lime Zia’s with only a 3% exception across the entire Zia range.
We feel our biggest challenge is managing our customers’ expectations on these reworked items. Whilst receiving glowing recommendations on their “as new” condition is great, they do however raise expectations of follow up purchases and of those other customers who read these comments, which given the varied levels of quality of a reworked item is impossible to maintain. We will therefore do a better job of explaining that “as new” reworked items are not to be expected and will be stronger moderating comments on reworked, both positive and negative.
However, hygiene is the most important aspect of our reworked items. Those that feel they have received an unhygienic product will be entitled to a free collection and replacement/refund with our apologies. Contact our Customer Service via email to arrange a collection. Please also take photos of the dirty areas and forward onto email@example.com if convenient to do so.