When walking my baby in our iCandy Lime pram I heard a crack and the wheel had completely snapped. Luckily I managed to keep control of the pram to prevent serious injury to the baby. I spoke with JL over the phone multiple times over the weekend and after sending a photo in the colleague promised I could pick up a new wheel on Tuesday at JL Cheadle. Fast forward to Tuesday I call and ask if JL will call me when the part is ready to collect and I’m told I will need to go into store and collect the part. I went to the store and they had no idea what I was talking about and said an order hadn’t been submitted and even if it had it would be at least 7-10 days. This is extremely poor customer service as we were promised a replacement wheel by Tuesday and at JL request I wasted my time going into store to collect something when it hadn’t been organised. My partner needs a pram to get the baby around. I can’t even find a replacement part anywhere else on the internet as iCandy don’t appear to stock spares for this model. I’ve tried countless times to speak to colleagues today and been hung up on at least 3 time’s this seems to happen as soon as I mention I’m chasing up a complaint. I was advised just after 9 am yesterday that I would receive a call back within 3 hours and this hasn’t been actioned c24 hours later. During the one call where I spoke to an agent I was told notes won’t be on the system regarding the promised call back as the process followed is via my details being shared with a manager via pen and paper.. this isn’t a very credible call back progress for a company of JL size. I’m extremely disappointed with this service provided by JL and highly doubt I’ll use them myself or recommend to others in the future.