Baby Accessories
The Betesh GroupHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
05/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This occurred in April 2023. The BabyBrezza Superfast Sterilizer and Dryer was used correctly but despite this began to smoke and release a harsh chemical burning smell. Additionally, customer service has been abysmal - they made me jump through hoops to activate my warranty and tried to find every loophole to avoid honoring my warranty, even going so far as to ask me to activate the unit again and take a video of it in my home showing it smoking - ridiculous. This is a health and fire hazard that is endangering the lives of children. It is clear from some short online research that this product is highly defective across multiple units as this burning issue is extremely common. Public authorities NEED to ban this product before it kills a child or their family by starting a fire. Additionally, their customer service is horrible. Making me call multiple times to check on the status of my warranty / refund. As of May 10, 2023 I have yet to receive any warranty / refund despite having shipped the product back to them over 14 business days ago. They do not respond to email and their approach is to make it difficult for people who wont want to go through the hassle of all this just to get their $150-$200 back. Going to waste another hour today calling them to check on the status of my warranty, even though they should be the ones keeping me updated. Awful. Do not ever buy a BabyBrezza product or you are up a creek without a paddle if and when something goes wrong.Business response
05/16/2023
We have reached out directly to the customer and we appreciate the recent conversation with our team. A refund for the Superfast Sterilizer Dryer was processed on 05/03/2023 and has been credited back to the original method of payment. We deeply regret any inconvenience or difficulties our customer encountered, as they do not align with the quality we strive to provide with our product. We have since taken steps to enhance our warranty process, aiming for a more satisfactory customer experience. We apologize for falling short and missing the **** on this interaction.
Regards,Baby Brezza
Initial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a brand new baby Rezza bottle dryer and sterilizer After two uses Im having issues with the machine my baby is 3 weeks old I contacted the company twice on 4/16 and 4/17 To initiate a warranty claim no response yetBusiness response
04/20/2023
Dear valued customer,
We apologize for any inconvenience you may have experienced with our bottle dryer and sterilizer. I'm sorry to hear that you have already experienced issues with your product after only two uses. I can assure you that this is not the level of quality we strive to provide our customers. Please know that we take all warranty claims seriously and we are doing our best to respond to your inquiries as soon as possible. A warranty email was sent yesterday. Once we receive a response to that email, we will be able to proceed with your claim. In the meantime, if you have any additional concerns or questions, please do not hesitate to reach out to us. We are committed to resolving this issue for you and ensuring that you have a positive experience with our product.
Thank you for choosing Baby Brezza brand and for bringing this matter to our attention.
Sincerely,
Baby Brezza Customer Care.Customer response
04/21/2023
Complaint: 19951420
Please see attached information needed to process warranty claim the item was just received at my baby shower one month ago it was a giftThe malfunction already ruined two bottles so no video will be provided
basically the fan button heats everything to the point where the glass is so hot I cant touch it, and there shouldnt be any heat at all, its just an air dry button
Replacement address isChristi Femera
**********************************;
******* ** 07013
Regards,
***************************Customer response
04/21/2023
Lot number on the unit is LOTH N/28AB
So the fan button heats everything to the point where the glass is so hot I cant touch it, and there shouldnt be any heat at all, its just an air dry button
Business response
04/24/2023
Thank you for reaching out to us. Our team is preparing a replacement for you. You will receive an email shortly. Please note that the air dry function does heat up the air in order to dry the bottles. All further inquiries can be responded to via email or if you choose to contact us via phone. Thank you for your understanding and support.
Regards,
Baby Brezza Customer Care.Customer response
04/25/2023
[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
04/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We bought the Pro Advanced Formula Dispenser. We just used water to try, however, after days. The water from the dispenser still has a strong plastic taste. We tried to contact customer service but never got any response. We want to return it for a refund.Order: ******Business response
04/19/2023
Dear Valued Customer,
I'm sorry to hear that you've had trouble with the Formula Pro Advanced Formula Dispenser and that you haven't been able to get a response from our customer service team. One of our agents reached out to you via email a few moments ago with instructions on next steps to take in order to proceed with your refund.
Regards,
Baby Brezza Customer Care.
Customer response
04/19/2023
[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
03/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received a Formula Pro Advanced as a baby shower gift. The product displays error code E4 and will not create a warm bottle. Clearing the error does not resolve the issue. I am within the warranty period and have been calling and emailing **************** for 2 weeks and have not received a response even though their automated response says a reply will come within "the next few business days". I would like a response from **************** and their warranty honored.Initial Complaint
12/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received the baby brezza sterilizing machine as a gift. The machine never worked. I left a message through the website that prompted a customer service e-mail several days later. The representative asked for more details including photos which I've sent. I've not been contacted since. I've followed up several times and still no response. I have a brand new broken baby brezza product.Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 11/15/2022 I purchased a Smart Soothing Mat for my granddaughter in hopes having a heartbeat rhythm assist in sleeping. The Mat was opened and tested with no success. I called the company today 11/29/2022 requesting a return authorization and refund. Company policy states no refund only credit for the company. There are no additional Baby Brezza items needed and I requested a full refund. It was stated that will not happen. Unfortunately I looked at the BBB AFTER talking to the company and learned how horrible Baby Brezza/Betesh Group is. I would like a full refund of the $79.13 upon return of the item. By the looks of things Baby Brezza/Betesh group is slow to respond/if a respond is provided - so my return will be outside of the 45 days. There will need to be an exclusion due to the slowness of the company response. Thank you - ********Initial Complaint
11/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Baby Brezza sterilizer. Unfortunately, the product broke shortly after purchase. I went through a lengthy warranty claim to only have the replacement item stop working shortly after again. I have emailed and called Brezza customer support countless times. At this point, I request a replacement unit be sent immediately and old one will be sent back if desired. I have never dealt with such poor customer service. What makes it worse is considering babies and children rely on some of the products provided by this company. Truly sad.Initial Complaint
05/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Product purchased April 2022: Baby Brezza Formula Pro Advanced Formula Dispenser Machine.We used this product trusting it dispensed the right water to formula ratio. When we noticed inconsistency in the bottles we were making, we tested the ratio and it was different each time. It is very dangerous to incorrectly mix formula. We came to discover that there have been lawsuits against the company for the older model. The "new and improved" model is not safe either and makes inconsistent mixtures. Yes, we cleaned it and used the right setting. At the very least, this product should be recalled as it poses danger to babies without parents realizing it.
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Customer Complaints Summary
28 total complaints in the last 3 years.
11 complaints closed in the last 12 months.
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