Shopping Cart - Common issuesUpdated a year ago

TABLE OF CONTENTS

• Loose bolts
• Bottom part fit issue

---

Loose bolts

How customers will describe it : 

• Bolts are loose
• Bolts are too long 
• Bolts won't fully screw-in and the other parts can't be tightened 

 

What causes the issue : 

• The issue comes from the cross dowels (or barrel nuts). These are small pieces of hardware that come pre-assembled in the wood rods, and it happens that they move during transportation. They may have rotated, therefore blocking the bolt, or they may have fallen out of the wooden rods (Parts E and F), therefore not holding the screw in place.

Resolution : 

• Customer will have to check that all cross dowels are still there first, and then check if they're properly positioned.
• They may have to use a flat screwdriver to re-position the dowels in the proper position. 
• If the cross dowels fell out, replace the wooden rod. 

Bottom part fit issue

How customers will describe it : 

• Bottom of the basket does not fit
• Bottom part of the basket is too small
• Rods missing slits to insert bottom part of basket

What causes the issue : 

• As some wooden rods have a slit to hold some of the panels, a few customers think that it is the case for all panels. The bottom panel of the basket is not fixed by a slit in the wooden rods, as shown on the screenshot below in red (taken from the assembly instructions, available in the Drive, under Instructions & pièces - Toys). It is instead fixes by sliding it in the side panels of the basket, as pointed by the blue arrow.

Resolution : 

• This situation does not compromise the full and safe use of the item, so there is no need for the customer to worry.
• Simply explain to the customer how to assemble the toy properly by referring them to the appropriate section of the assembly instructions (available in the Drive) and their little one will be able to enjoy it! :)