Complaints

• Initial Complaint

  05/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought several items from this company in the last 3 months adding up to $1500. Unfortunately, the activity walker for my infant had defective parts. I reached out to the company and asked for options. They've offered 3 options: partial refund of 15% , return for credit or return for full refund. I declined the return for full refund or credit because I had to assemble the walker and I don't have time to undo it, pack it, and find an ups location to drop it. Thus, I selected the partial refund option. However, I disagreed with the 15% refund offered. I asked many times how was the 15% calculated, or what was the rationale for it and no one explained to me. Therefore, this might be an abstract number and it is as good as any other abstract number so I asked for 30% partial refund for the inconvenience. I went back and forth with Emily from the customer service but we were not able to find solution. I asked several time if a/ there was a phone number I could call ; b/ if she could escalate my request ; c/ if a supervisor could reach out to me to discuss the issue further. Unfortunately, all my requests were denied and Emily stopped responding. I think that a brand trying to position itself as premium so offer an impeccable customer experience, especially at this high price point.

  

  Business response

  09/19/2024

  Hi ******, 
  
  We are so sorry to hear about your experience, we can understand how disappointing it would be to receive an item below your expectations. We also would like to apologize that there was never a resolution to your concern as we were not aware of this complaint made to our BBB and we would love to now make this right. We saw that you had asked for a 30% partial refund to make up for the defects to your item, we have gone in and issued that 30% refund on that item. Again, we apologize for the experience you had and for the delay in resolution. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Canadian buyers beware! This company has horrible shipping times, a complete lack of customer support and information. I ordered a fleurs mini mat in early January to be shipped from California to Ontario, Canada (order *******). The website told me it would take approx two weeks. Super reasonable. I've ordered many things from the US before. I got notification that the item was shipped right away. It is now January 31st and according to the DHL tracking from January 11th, it's still sitting in California and has experienced "some delay". When I reached out to the company they said they "hope I receive it". When I clarified the "hope" comment, they said it can take up to 7 weeks for international orders and to check back in with them then. 7 weeks? And I need to check in with them?? Their website said 2 weeks. So a complete inaccurate and misleading website when you spend money on their items. No information given on if there's an issue. Do they take customer's money and use the slowest shipping ever? Reading others' reviews I'm wary they even sent me the item. If you're a Canadian customer do not buy directly from their website. Try to find a Canadian store that carries the product you're looking for like Snuggle Bug or West Coast Kids or even Indigo. It is not worth the headache, loss of money and disappointment to order directly from this company.

  

  Business response

  09/19/2024

  Hi *****, 
  
  We would like to apologize for the experience and delayed you had with your order! We understand how frustrating losing a packing in transit can be! We'd also like to apologize that we did not see this complaint here sooner. We read over your emails with our Customer Support Team and see that they were able to help refund you for your missing order. Again, we do apologize! 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid $314 for a block playset and $69 for shipping with an order placed on November 5th. I have routinely requested an update on shipping as the shipping confirmation details state to expect the order within 5-7 business days. I have followed up multiple times for my order status with Gathre and they routinely state they are not responsible and have no idea on where my order is at and will not offer me a refund for my order. It has been nearly a month and the company has misled me in their advertising on when I can expect to receive my purchase.

  

  Business response

  09/19/2024

  Hi ******, 
  
  We are sorry to hear about the experience you had and we apologize for not being made aware of this complaint here sooner! We understanding how frustrating shipping can be! We read through your emails with our Customer Support Team and have gone in and issued a refund for that shipping fee as was requested by you. Again, we do apologize for the experience you had. 

*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. ↩