Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product has toxic odor and offgassed in hallway for two weeks. We could not use product. We contacted company immediately and they offered only a 50 refund. Product was given away upon opening the package and the fumes were still too strong for product to be used. Shad stopped responding, no customer service responses for months despite multiple emails. No phone number. Poor customer service. I had previously asked on ******** if the product had oeko tek of ********** certification and this was never responded to, prior to purchasing. I had also emailed regarding a few questions prior to purchasing and was never responded to. Company sends out massive amounts of marketing emails daily! But no response via customer service, the true test of a company. Very very poor service and the product has toxic fumes that render it unusable. Again, no response via customer service for months despite multiple emails.

  Business response

  01/26/2025

  The customers contacts were responded on the same day each time (time stamped attached) & it was not until after she had ordered that we saw she commented on a different ******** post about oeko tex certifications on the product. She never emailed or chatted through the website asking this before ordering. The customer still ordered the item with expedited shipping to ****** which was almost $70 of her total order. She manually chose this shipping service as an upgrade to her order to be clear. After receiving the item she contacted & we offered her a return for the full amount of what she paid for the item minus the return shipping. Our refund policy outlines that we do not cover return shipping on non defective items or cover the original shipping charges. The customer originally paid $157 for the item itself and wants us to provide a $200+ refund. We offered the return shipping label on multiple times but she just continues to ignore the policy and is trying to leverage this thinking that she will be able to not return the item & get full money back. To make this particular case more difficult she placed an order under one email, contacts customer service with different emails & then comments on different social channels under different contacts so we can't always locate which order things are in reference to. Again you can see in the pictures from our customer service software of the different emails.  Also I have attached the rates here for ***** so you can see the actual shipping charges on this item each way & as you can see in our email responses, we offered to just refund the difference and let her keep the item so she did not have to go through the trouble of a return. We have tried to work to a resolution on this but will not be providing the customer with a free item & refunding $200+   

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tested out the stroller and it wasnt a good fit for me(too big and bulky) I emailed to return it within a few days of receiving, following the instructions on their website. They didnt get back to me. Now Im stuck with the stroller and its beyond the window of time for returns. I even tried to dispute it with the bank. They never replied not even to try to offer an alternative product. But I emailed them inquiring another product and they got back to me immediately. They are not honoring their return policy.

  Business response

  09/27/2024

  This customer is providing false & untruthful information. The first email we received from ***************************** was on Sep 27th at 8:25pm & I have provided 2 screenshots.  The customer sent screenshots attempting to say that they tried to return this item on June 23rd. I have also attached screenshots here from this customer contacting us through a different email address ******************************** - On June 27th asking when the shopping bags would be back in stock & then again on June 28th asking about a center storage accessory which can only be used on with the item they previously purchased.  On July 1st the customer then ordered 2 of these accessories from us under the email account ******************************** - Order number 6654- Please note the shipping address & name on this order -  The exact same as on the order placed under the email  *****************************. The customer is trying to say we didn't respond to her question about returning the item on June 23rd (per their own screenshots) but then contacted again on June 27th & June 28th about buying accessories for this same product she was trying to return.  Again the customer ordered these accessories on July 1st which were delivered on July 08th.  On August 06th the customer filed a dispute with their credit card in which we provided all of this evidence on & the credit card company ruled in our favor as it is clear they are trying to defraud our business by saying they attempted to return this item on June 23rd when they did not.  They lost the dispute they then contacted our customer service under a different email- *********************************** saying that we have ignored previous emails. The 2  screenshots show the first ever email contact from ***************************** was today Sep 27th.  

   

  This is outside the 30 day return window which closed on July 22nd & is nothing more than a scam for $200 worth of product for free. We will not be providing a return or refund on this order for the reasons mentioned above. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted them for the past few days letting them know the wheels dont work and need a refund. Their site states 30 day warranty on all returns, they are not responding to my emails on my request. I have tried to their site for communication, to social media ********* Instagram. No response

  Business response

  08/15/2024

  This is actually a bit miss leading information provided by the customer. They initially contacted on 08/07 after customer service was gone for the day. On 08/09 at around 10 am we responded to the customers message, provided the return shipping label & apologized for being out of the office the previous day - on the 08th -  ******** return label was emailed separately on the 09th at around 3:30pm & confirmed delivered by Shopify.  I am not sure what else we could have done to assist but we absolutely stand by our return policy & have followed all guidelines we set forth in our returns procedures.

   

  Multiple supporting time stamped screen shots have been attached for reference

   

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution resolved, but not happy with how long it took them to respond sent several emails and last email I did tell the due to non response i will have to make necessary actions for complaints it took me submitting to BBB to get their attention. Lost me as customer due to having to pay for shipping on faulty wheels
  
  Thank you. 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩