Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Item arrived November 5, 2024. I have emailed customer service twice via their contact page online to request a return, they have not responded. The website for the item states returns within 45 days of delivery. I am concerned they will wait too long to respond. The order page contained no way to initiate a return as their email stated it should. The item is new and unopened. I want a shipping label and to return the item for a full refund.

  Business response

  12/19/2024

  Good Day,
  On December 3rd, we responded to the customer's email with instructions on how to create a return shipping label and return their product. Please note that our team always honors the date of initial customer contact to ensure the ****** return window is respected.

  
  We have since observed that the customer successfully created a return shipping label, sent back the item, and the refund has been processed.
  Should the customer require any further assistance, we encourage them to reach out to us directly.

  Baby Brezza Customer Care.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received the Baby Brezza Formula Pro Advanced Baby Formula Dispenser as a gift. We just started using the dispenser with the Similac 360 ********** Sensitive and noticed our baby started having GI problems. We noticed that the consistency of the formula provided by the Baby Brezza dispenser was thicker than usual so we looked it up and found other reviewers that suggested we measure the amount of formula dispensed. We ensured that we werent making any mistakes using the dispenser first. We chose the correct setting according to the Baby Brezza website and we cleaned all of the machine parts. We measured that the dispenser was putting 12g of formula for 2 oz of water. The formula package says there should be 8.8g of formula for 2 oz of water. We measured more than once to be sure and consistently the machine dispensed 12g of formula. This is more than a 30% margin of error and dangerous for babies! I emailed Baby Brezza customer service and they emailed back a very condescending email basically blaming us for using the dispenser wrong and then they also expect us to fill out a warranty that they must approve before giving us a replacement or repairing the dispenser. After dealing with our babys GI issues and seeing how inaccurate the machine is, we do not want this machine anymore and a replacement or repair of the machine is not a good resolution for us. We are requesting a free return of this machine as well as a refund. Since this was a gift, a refund to the original credit card is acceptable.

  Business response

  10/28/2024

  We sincerely apologize for any frustration experienced with your Baby Brezza Formula Pro Advanced. The email you received was intended to gather details about your machine so we can properly investigate and if necessary request it back for testing. Since it was purchased directly from ******************************, well provide a return shipping label for you to return the machine on the same email thread. Once it reaches our testing facility, well promptly issue a refund to your original payment method.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the new Bottle Washer Pro from Baby Brezza. The product was great until it was giving an error code. I contacted customer service, who was very helpful in getting me an immediate warranty replacement product. After just a couple of uses, the same error happened and we were issued a second replacement product. Then, after the THIRD time of the same issue, I was advised that the company would not give me another replacement and they would not refund my money. The bottle washer is the most expensive product on their website, yet I was only given the option for a store credit. This was unacceptable, but I had no choice. I did not want other products from the company due to the ongoing issues and I saw online that the next highest price product was involved in a class action lawsuit. I went ahead and purchased some items I really dont want or need, leaving just under half of my gift card balance. Now, I learn that because I didnt use all of the gift card at one time, I have lost the rest of my money. This is absolutely the worst company I have encountered. I understand that issues happen with products, but the unwillingness to make it right is unacceptable. And now, because of their issue, I have lost money. DO BETTER! Oh, and the company has turned off the ability to see or leave reviews on their website.

  Business response

  10/22/2024

  We sincerely apologize for the E4 error that was being experienced on our bottle washer. This error is known to be the result of using non-distilled water / hard water which affects the ability of the magnet sensor to detect that the sump is full of water. While some cleaning and descaling of the machine should help alleviate that, we understand it's not the desired outcome. While we show that a store credit was provided to purchase alternate products, we have taken the liberty of refunding the original purchase back to the method of payment. All items purchased with the store credit can be kept, donated or discarded and do not need to be returned. All store credits have been cancelled to accommodate for the refund. Should you have any questions, please don't hesitate to contact our customer care team. 

  Customer response

  10/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I appreciate them making it right. Using distilled water was not something that was ever asked or mentioned in my many conversations with customer care. Had they asked, I would have advised that we only use distilled water in the washer, so that was not the cause of the error. That said, I truly appreciate them taking care of this. This was beyond what I expected, I was only asking for what I invested back, and they gave more. THANK YOU. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Baby Brezza Advanced to use with Kendamil formula (which has worked well for our child). However, using the Baby Brezza caused significant issues, including a concerning reduction in our baby's weight and baby being fuzzy at all times. Due to these health problems, we returned the product. Instead of providing a refund, we were issued a web coupon to purchase other products from your company, which we do not intend to use, given the negative impact on our child's health. And when we manually made the formula it was way different from being made from baby brezza We are requesting a full refund as the product caused health issues and is not suitable for our needs. Also the e main concerning aspect is that they didnt even ask the details to see if they can fix the product they seem to be very careless for the work in new born baby health and this need to be investigated

  Business response

  09/11/2024

  Thank you for sharing your concerns, and we apologize for the inconvenience youve encountered. Typically, refunds are reserved for products that are unused. If a malfunction occurs, we are happy to offer a refund once weve had the chance to set up a warranty claim and determine the root cause. However, weve processed a refund for this customer. Please feel free to reach out if you have any further questions or concerns.

  Customer response

  09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. I purchased my formula pro advanced machine in February. My daughter arrived May 13th and the machine does not work.2. My husband called customer service on May 16th and was told he would receivean email. He did not.3. On May 17th he emailed your customer service team. We received no response.4. I called on May 20th. I cut the cord of the machine and sent a picture.5. I asked for the machine to be overnighted. It was not. I received it May 22nd. NINE days after my daughter was born.6. I asked for compensation. I received a $15 credit. That is not acceptablefor a $300 machine.7. On May 22nd we set up our new machine. IT DOES NOT WORK. IT WILL NOT CONNECT TO OUR PHONES.

  Business response

  05/28/2024

  We deeply apologize for the inconvenience and frustration you've faced. Your satisfaction is our utmost priority, and we acknowledge that we've fallen short in meeting your expectations.
  We regret that your Formula Pro Advanced Wifi machine didn't function as expected upon your daughter's arrival. We understand the inconvenience this has caused you. In response to your complaint, we have refunded the price difference between the regular Formula Pro Advanced and the Wifi version. Additionally, we have processed another partial refund to bring the price down to $150.
  Your feedback is invaluable to us, and we are dedicated to ensuring your satisfaction. Thank you for bringing these issues to our attention.

   

  Regards,

  
  Baby Brezza Customer Care. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I planned to buy a baby brezza bottle washer pro since it was announced. Their website offers 20% off for hospital employees. The product was on pre-order for a while (ive been waiting since october) and i discussed with a representative who told me that products on pre order do not qualify for the hospital employee discount and after its no longer on preorder it would qualify. i waited until this week when i saw it was no longer on pre order. I started the order process and website rerouted me through ID.me where i got verified. i submitted the order and no discount was applied. I contacted baby brezza and now they state this product does not in the list of products that qualify. i believe this is unfair advertising on their end and their representative lied that once off pre-order the product will qualify for the 20% discount. they are not willing to take responsibility I am hoping for a refund of 20% or at least store credit on that amount

  Business response

  04/16/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for any confusion or inconvenience you have experienced during your purchase process.
  We understand your frustration and want to address your concerns promptly. Upon reviewing your case, it appears there was a misunderstanding regarding the eligibility of the hospital employee discount for the bottle washer. We apologize if this was not clearly communicated to you during your interaction with our representative. Our bottle washer is excluded from all promotions and discounts. We have no immediate plans to over discounts on the bottle washer at this time. 

  
  We understand the desire to have this product at a discounted price. While we cannot offer a discount on the bottle washer, your satisfaction is important to us. We would like to offer you a complimentary box of detergent tablets. Please reach out to our customer care team so we may obtain the mailing address and provide you with such. Again, we apologize for any inconvenience this situation has caused and appreciate your understanding.

  Below are the details and exclusions of the promotions that we offer. 

  ************************************************************************************************************* & *******************************************************************************************

   

  Regards,

   

  Baby Brezza Customer Care. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a desktop 10 drawyer organizer from Amazon. It arrived all bent and poorly manufactured massive gaps in the frame The box was in perfect condition. It was the item inside the box. Thats all bent. I contacted the company and they basically said they dont have parts for it. They should be reputable and they should be sending me a new one and I can send them this one back. Its not my fault that they shipped. Terrible quality products Amazon.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WiFi brezza has a warranty. Was defective. They told me to cut the cord - send a picture and then they would send a new one. Did everything correctly. Never got a machine or response. Contacted. Hard to reach Said out of stock of that machine. Offered one that cost LESS but no refund on difference. Then later said in stock. Sending soon. Still no machine. Have a baby I cant use machine for MONTHS. Still no machine. **************** number you wait on hold then it hangs up. Made me break the machine then didnt send another

  Business response

  03/13/2024

  We sincerely apologize for the inconvenience and frustration you've experienced with our WiFi Brezza machine warranty process. This is certainly not the level of service we aim to provide to our valued customers. We have escalated the issue to our Baby Brezza ****** team as they handle all inquiries and warranty claims from ******. We assure you that your concerns have been escalated to the relevant department, and they are actively working to resolve the issue. 
  Please accept our sincerest apologies once again for the inconvenience and frustration caused. We appreciate your patience and understanding as our ******** team work to rectify this situation promptly.
  Thank you for bringing this matter to our attention.

  Customer response

  03/13/2024

  
  Complaint: 21413482
  
  I am rejecting this response because:
  
  I did not get to use the product for the time I needed it for
  
  
  Regards,
  
  *********************************

  Business response

  04/16/2024

  We have received a response from Baby Brezza Canada that a resolution was offered. Please let us know if a resolution was not agreed to. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Received a BabyBrezza Instant ****** as a baby shower gift in November 2022 when my daughter was born. It stopped powering July 2023 (within the 12 mo manufacturer's warranty). I emailed customer service as their website states to do. Received a reply on 7/26/2023 stating I needed to respond with Lot #, and full contact info. I responded that same day. I have not received any further communication. I have sent three follow-up emails since asking for an update on the claim. I have already gone ahead and had to re-purchase the item myself as it's overall a very convenient item we love having. I'd prefer to be reimbursed for the one I just had to purchase myself, however I would also accept a replacement. I did keep the nonfunctioning one if they'd like it returned. I overall am just disappointed in the lack of communication. LOT#NJ269B2222

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a smart soothing mat from them in March and have been having issues with it randomly shutting off. Sometimes after just a couple seconds of running. *** contacted the company via email twice over 3 weeks then tried posting to their social media and finally got a response. I sent them all the info they needed and now theyve disappeared again. Unfortunately, I have a bottle maker, sterilizer, bottle warmer, and smart soothing mat from them and every time Ive had a formula question its taken weeks and several emails to get a response. Im over this company and will not purchase again.

*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. ↩