Complaints

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a a *** dualie stroller. This was THE splurge for our new baby. We had heard great things about the products and great things about customer service so I felt good making this purchase. Less than a year into use, the center of the stroller, started coming apart. I reached out via calling the customer service line. I could never get through. I submitted a form online on 8/28 and they emailed me later that day. I sent them all the requested information and they said they would like to move forward with my warranty claim on 9/04. Then it was crickets. I followed up on 9/18 and 10/03. I tried calling customer service again on 10/04 and was sent to voicemail where I left my information to get a call back. At this point I am very disappointed in both the product and customer service.

  Business response

  10/14/2024

  Our Consumer Quality Services department has been in contact with the consumer and has resolved to her satisfaction. 

  Customer response

  10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. They have sent me a replacement fabrics and although I have not been able to install it yet, I am happy they have finally responded.
  
  Thank you. 
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** tried multiple contact methods to try to get a warranty/ replacement for my daughters Britax advocate car seat. The styrofoam is cracked an no longer safe to use. Britax had failed to answer any methods of contact including phone, voicemail, and email.

  Business response

  08/01/2024

  The customer service department has been able to contact the consumer directly. Unfortunately, we were unable to locate records of the consumers previous attempts to contact us. A resolution has been presented that will satisfy the consumers complaint. 

  Customer response

  08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Britax ************* Car Seat with Alpine Base, ClickTight Technology. The restraint (seat) has an extreme amount of free-play in the base, such that the head area of the seat moves in the inches. By any amount of common sense this would create an unsafe situation. The baby would be accelerated and then abruptly stopped at the end of the free-play creating a snapping effect. Britax claims this is 'normal', but this is simply the least expensive answer in the short term. The product itself says "ClickTight Technology" yet the product has incredible amount of freeplay when clicked in.Product description:"Ride with peace of mind with the Britax *************** Car Seat. With ClickTight technology, youll install with confidence, every time."It's not tight at all, huge amount of free-play, and I have no confidence.I sent a video of the issue to Britax and they claim it is normal. Not only is this answer unsafe, it completely conflicts with their own marketing.

  Business response

  08/07/2024

  We have been speaking with the consumer and will update shortly. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not purchase children's products from Britax. They are a company that refuses to stand behind the products they produce, even when they are defective and unsafe. I have purchased many car seats and strollers, as well as accessories in my over 12 years of being a mother. In 2017, my stroller was recalled due to it being UNSAFE. It took me months and many emails/calls to have my stroller replaced. Unfortunately, but the time it was replaced, but son was born disabled and was unable to use the stroller safely. Thus, the stroller remained in the box. I planned to have another child and thought I would save it to use with my next child. Well, that child didn't come for 5 additional years, due to the time and stress associated with caring for a disabled child. However, recently I decided to open the stroller to use with my 6 month old only to discover that one of the wheels was permanently locked and would not unlocked. I contacted Britax in hopes of trouble shooting this issue. After several emails and sending them tons of documentation, I was told that the frame was defective and they couldn't help because the warranty period had passed. I would need to pay $200 to purchase a new frame. They could clearly see from the video I sent them that this was a NEW stroller - the wheels were brand new. This wasn't a warranty issue. This was a defective product sent to me (a single stroller to replace my more expensive recalled double stroller by the way). I conversed back and forth with ****** several times and was met with rude, terse responses. They refuse to stand behind their defective products. There are many other wonderful stroller companies out there - chose another whose strollers/car seats are constantly recalled and who actually stand behind the products they produce!

  Business response

  07/03/2024

  We have made several attempts through emails and phone calls to contact the consumer to discuss a resolution but have not been successful with a connection.  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new *** Duallie Stroller a few months back from ***** Baby. I registered the product with Britax when I received it for warranty purposes.Since I started using the stroller I noticed that it sags in the middle so my kids heads pull towards the middle so they are uncomfortable when sitting in it. Come to find out this is a common issue with these strollers.I reached out to Britax on 5/14/24. I spoke to a nice woman who sent over an email. I responded to the email with the requested information and pictures. Another email was sent to me saying I should hear back from them within 4 days. After 10 business days I reached out again but couldn't speak with anyone but I left a message. I called again a few days later and the same thing, unable to speak to anyone and another message was left. At that time I filled out a contact form and still never got a response. When I purchased a stroller for $700+ I never thought I wouldn't be able to use. I thought I was buying the best product I could buy. To not even get a response from this company is extremely disappointing.

  Business response

  06/11/2024

  We have been in communications with the consumer since 5/14/2024. After several attempts to obtain electronic evidence of a claim submission on 5/15/2024 and 5/16/2024, consumer has gotten some of the needed electronic information to us on June 3rd at which time communications resumed and continues. We are hopeful that a resolution will be found shortly. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue with this company pertains to a stroller we purchased from them as the manufacturer. The stroller had an issue with the shocks which one of them fell off during use and created an unsafe situation for my child. The company britax was notified and they send me a new shock and told me to install it. I had no idea as a full time mother how to do it. After much time spent on videos on ******* with no help from britax I installed the shock. The stroller worked fine for a while then it would not open properly and gets stuck. This makes an unsafe situation for my self struggling with it at supermarkets and church as well as other places. It doesnt lock into place correctly either. For a $700 stroller I would expect it to be safe and function properly. I sent numerous emails to britax and they are no help. They told me Im opening the stroller wrong and sent me a you tube video from them on how to open and instructed to send a video to them showing me do exactly as the video. I did this exactly and they sent another email saying the video they sent was not correct and contradictory. They keep pushing me away and not helping me resolve this failing stroller issue. Im at a loss. The company keeps requesting videos of us using it and I have provided multiple videos. Im at a loss. Please please help

  Business response

  12/12/2023

  We have spoken with the customer's husband and resolved to the consumers satisfaction. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have contacted this company weeks ago with SAFETY concerns if their car seat for my child. A bolt is coming out and I sent pictures. Not only did ***** respond for weeks and I had to write them again. The subpar response was yeah thats our car seat. I wrote back stating concerns again and asking for resolution and surprise, a week later *** heard nothing. I want contact, I want a britax supervisor only and I want this car seat fixed. If it fails my child after contacting them multiple times, there will be a serious and very public law suit against them.

  Business response

  05/17/2023

  We have made several attempts to contact consumer with no success. We will continue attempting via email this week to contact consumer. 

  Customer response

  05/19/2023

   
  I am rejecting this response because: they dont maintain communication. They reached out to offer assistance and when concerns and pictures have yet again been sent its crickets. They are not communicating back. 
  
  

  Business response

  05/24/2023

  We have finally connected and consumer agrees to connect via video call on Friday, with the hopes of arriving at a resolution.

  Customer response

  05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a Britax B-Free stroller while I was pregnant. I took it out of the box, wheeled it on my smooth tile floor to make sure it all was good and put it away until the baby came. Once I had my baby, I used the stroller for the first time and realized on outside surfaces (sidewalks, grass, etc) it made a loud rattling noise and was VERY bumpy for my newborn. Since I was out of my return window, I contacted customer service and spoke with their warranty department through email. I explained what was going on, they took forever to write back, and when they did, they continued to ask for more pictures and videos. I submitted everything and their solution was to send a new front wheel. Once I received the new front wheel it did the exact same thing. They then told me there was nothing more they can do. I refused for this large company to brush my issue off like that and asked to speak to a supervisor. Once I finally heard back from a supervisor, ******, she requested to FaceTime me to see the issue. We did the FaceTime call and she saw first hand how terrible it was. She gave me an option to get a new stroller or a different stroller (even though I got the top of their line stroller). My whole house got sick shortly after our call so I wasnt able to get back to her right away. I emailed her the following week to follow up. She never responded. I recently sent ANOTHER email last week, and she hasnt responded still. Fast forward, my baby is 3.5 months (yes, that is how long this process has taken mainly due to her lack of responses). We have used just the stroller part now (versus w/the infant seat). And NOW I have a safety issue (which was stated in my email), as this stroller is back heavy and tips backwards. I am terrified to keep my baby in this stroller now without the weight of the infant seat. I want a refund and a response IMMEDIATELY. I have read other reviews that state she is known to just stop responding and I have no other contact for Britax.

  Customer response

  03/30/2023

  I have updated the name on the complaint. Thank you.

  Business response

  04/03/2023

  We have communicated directly with the consumer and have resolved with a mutually agreed upon solution. We were communicating prior to this complaint submission. 

  Customer response

  04/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 2 Britax travel systems on March 4, 2022. We have only been using them since our baby was born in October. We have been having trouble with the car seat latch not wanting to work properly. It is often getting stuck and not wanting to unlatch from the car seat base or the stroller. I have reached out to Britax twice now because it is past the return window; however, they have not responded to my messages. This is a safety concern and I believe it should be covered under warranty.

  Business response

  12/27/2022

  We have been trying to contact the consumer since complaint date. We never received any correspondence from consumer prior to this complaint. We will continue attempting to communicate 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called britax the week of 12-2-22 sent in the videos requested because the click tight door of our boulevard is not clicking shut, have owned several of these for several kids and have never had this issue. Emailed and spoke to customer service since sending those pictures and videos. Spoke to ********* on 12-6-22 and she had one of the techs review the video and the tech said they think the click tight door may be misaligned and she said they just needed one more picture with the click tight door open and as soon as they got that picture they would process a new car seat to be sent out asap, since we have now not been able to use it in over a week. So I sent that last picture expecting to get an email back saying they will be sending the new seat out, no email back so I called on 12-7-22 and spoke to someone else to ask when the new seat would go out and she said she needed a tec to review it on FaceTime now, our cells/FaceTime havent worked right since we were hit by a major hurricane. I was told one thing after many videos/pictures and then britax changes their mind and needs more and more. If britax cant stand by their word then I wont be buying anymore britax products. Ive bought britax for many years.

  Business response

  12/12/2022

  Consumer resolution was in progress with product replacement issued prior to this submission. The consumer verified receipt of the replacement.  

*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. ↩