Complaints

This profile includes complaints for Active Baby's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Active Baby

  1985 Lonsdale Ave North Vancouver, BC V7M 2K3

• 

  Active Baby

  302 6339 200 St Langley, BC V2Y 1A2

• 

  Active Baby

  2918 West Broadway Vancouver, BC V6K 2G8

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:21/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 13 2025 I paid ******* for a nuna stroller and car seat it was declined by active baby because it was a Mastercard debit thats what ***** the lady at active baby said then and then in the 17 I was charge ******* and the money was out of my account they said they used refund I talked with my bank and them and they said theres no transaction I have no order number no shipping number nothing but I am out almost 1600 with nothing for my new baby boy the manger ***** ***** was almost very rude saying we were bugging her the card wasnt used its the banks fault

  Business Response

  Date: 24/02/2025

  Good afternoon,

  Below, you will find my colleague's report on the case:

  "This customer bought an item and was declined via signifyed. I sent the standard email and refunded their order and then his mother placed the order. That new order was also declined via sygnified. I refunded the other order and explained to the customer our process via phone. They then called about two days later saying we recharged them on the weekend. I explained we do not have access to their credit card information and we, nor our system has that type of automation. I sent them screenshots of the refunded orders and explained they have to contact their bank and now they are doing this. I have spoken to them three times trying to get them to understand that they need to contact their bank and clear this up. I even suggested they speak to one of the managers and get this cleared up with them as this sometimes happens with all banks and it is a glitch in the banks system. "

  Below, I am sending our Refund Follow-up Email from my colleague's ***** *****: 

  "From: ***** Costa <*********************************************************>
  Date: Tue, Feb 18, 2025 at 1:23?PM
  Subject: Refund follow up
  To: <*************************************>, Active Baby <******************************************************>
  
  
  Hi *****,
  As per our conversation, I have attached a screenshot confirming refunds for both of your orders. Additionally, *** included an order timeline for both purchases, allowing you to review the time frames between purchases and refunds.
  Ive also attached screenshots from our database, which either approves or declines orders. Other than these two transactions, we have no additional orders associated with you or your mother-in-law, Ms. ************ also noted that your purchase was made using an iPhone. These devices require authentication via either a confirmation code (which **** confirmed you did not receive) or facial recognition (which you also did not completeotherwise, the transaction wouldnt have been approved). Once an order is completed, the transaction is encrypted, and we have no access to your credit card details to recharge the transaction.
  Furthermore, I contacted **** customer service, and they confirmed that their system occasionally experiences glitches that may result in duplicate charges, which are typically corrected automatically.
  As previously mentioned, please reach out to your bank to investigate this issue, as it appears to be a system error on their end. Since we do not have any additional orders from you or your mother-in-law, we are unable to issue another refund."

  As you can see, my colleague even called **** customer service to help resolve the issue. 

  Unfortunately, one file could not be attached, but as I saw, the customer has sent it.  If you need any further information, please let us know. 

  Kindly, 

  ********* *****

  Active Baby Area Manager

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22969902
  
  I am rejecting this response because:
  Good night
  
  In response to what the manager ***** ****** refers to, here I send my evidence of my account statements from February 10 2025, 2025 to February 26, ************************************************************* the month.
  The purchase was attempted on Friday, February 13, 2025 for the amount of $1594.43, my card was declined and I received an email from the active baby company notifying me of the change that occurred with the purchase and the decline of my card on that same day and the supposed refund. During the purchase attempt I received messages to authorize the purchase in active baby and I sent the screenshots.
  She sent the screenshots of the refund they made, but my bank statement does not show any refund from the active baby store. The manager justifies that the store doesn't work or do purchases on Sunday is something that does not make sense to me because a store does not need to be open to make an online purchase. 
  I have already spoken with my bank and it actually says that the store accepted the payment the bank gave me exactly the date and time that the store made this transaction February 17 3:51 am.
  The bank and the account statements are not going to lie.
  This is not fair, because we did not receive any product, and they only excuse themselves by saying that the purchase was declined and the money was supposedly refunded, apart from having undignified treatment by the store manager ***** ******, who was rude, and spoke to us with a high tone of voice yelling. saying that we were bothering her by calling her so many times.
  Which I don't think is fair for anyone to lose more than 1000 dollars on something that you didn't even receive and that they only take the money and want to justify themselves by saying that they made a refund.
  
  I have started a process directly with the bank to solve this problem, but here is the evidence that the store did not make any refund and if it did, they took the money from my account again days later on 17 February 
  I will go to the last resort and do everything in my power to find a solution to this problem and return my money. since the store manager cannot give me a solution to this problem we had with the online store Active Baby.
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/03/2025

  Dear BBB Representative,
  
  Thank you for reaching out regarding the additional information
  submitted by the consumer in complaint ID ********. We appreciate the
  opportunity to further clarify our position and address the concerns
  raised.
  
  1. Transaction Details & Refund Processing
  
  The consumer attempted to make a purchase on February 13, 2025, for
  $1,594.43, but the transaction was declined at that time.
  Our system automatically processed a refund for this amount, and we
  have previously provided supporting documentation confirming this.
  The consumer and consumers bank states that the charge was posted on February 17
  at 3:51 AM; however, our records show no successful charge on that
  date.
  
  2. Security Measures & Payment Authorization
  
  The consumers husband, ****, mentioned that they have two-step
  authentication enabled on their device, but they stated that no
  authentication request (such as facial recognition) was received
  during the transaction.
  If a transaction had been successfully processed on our end, this
  authentication step should have occurred. We encourage the consumer to
  follow up with their bank to verify how the transaction was processed
  without this security measure.
  
  3. Account Activity & Bank Statement Discrepancies
  
  The consumer provided images showing:
  
  Image 1: The initial charge of $1,594.43.
  Image 2: A transfer of the same amount back into their account,
  followed by two additional transfersone for $594.00 to "*****" and
  another for $1,000.
  
  Active Baby does not have access to the consumers bank account or the
  ability to process unauthorized transactions. The additional transfers
  appear to be unrelated to our store, and we strongly recommend that
  the consumer continue working with their bank to trace these
  transactions.
  
  4. Business Limitations on Payment Processing & Card Security
  
  The consumer used a debit/credit card, and our system does not store
  or have access to the *** (Card Verification Value). Even if we had
  attempted to process a charge manually (which we did not), our system
  would still require the *** to complete the transaction.
  Additionally, our payment system encrypts all credit card data, and we
  can not retrieve encrypted credit card information for processing
  transactions. This means that once a transaction is processed, we
  cannot access or manually recharge a customers card, even if we were
  physically in our office.
  These security measures ensure that all transactions remain secure and
  prevent any unauthorized charges.
  
  5. **************** Concerns
  
  I want to clarify that I never had any intention of causing
  frustration to the consumer. Throughout our interactions, I empathized
  with their concerns and worked to provide assistance to the best of my
  ability.
  I did not rush them off the phone, nor did I find their calls
  bothersome. I understand the stress of a disputed transaction, and my
  goal was always to help resolve the situation professionally and
  respectfully.
  I regret if there was any misunderstanding or if the consumer
  perceived the interaction differently, but I assure you that I
  conducted myself with patience and professionalism at all times.
  
  Proposed Resolution:
  
  Considering the evidence provided regarding the declined transaction
  and refund, we encourage the consumer to continue working with their
  bank to verify where the funds were directed. If their bank requires
  any additional documentation from us, we are happy to provide it.
  
  We remain committed to resolving this matter fairly and are open to
  further discussions. Please let us know how we can assist further.
  
  Best regards,
  ***** *****
  Warehouse Manager
  Active Baby
  **************
  Surrey BC V3T4E2
  Ph: **********

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 22969902
  

  I do not accept the response from the store or the manager. ***** ****** I hold the Active Baby store fully responsible. that they took the money from my card days after the purchase attempt. and they want me to believe that they refunded the money when the situation was not like that.I have the evidence and account statements for my bank card from the month of February that have been sent previously, where it is clearly seen that the money was taken days after on February 17, 2025 by the active baby store, and was never *********** the online purchase attempt on February 13, at first the purchase was accepted and hours later my card was supposedly declined. according to the store made a refund. But days later the store took that money from my bank account again.

  In my bank transactions you cannot see any movement on February 13 from the active baby store. The only movement of a purchase that I did not make is from February 17, 2025. and that money they took that day was never refunded. which doesn't make sense with what manager ***** ****** shows in her screenshots It is clear that the store or someone else who works there kept that money. 

  I sent the bank transactions again from February 10 to February 21, which was the dates that the events occurred.. And I don't care how long it takes but it is clear to me that this Active Baby store is not trustworthy, and that they took my money and it was never refunded.I don't think there is any clear evidence other than these bank statements.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 14/03/2025

  To Whom it May Concern 

  Thank you for your response to our previous email.

  I was able to access ****** Braintree, a global payment processing solution that facilitates end-to-end checkout. Upon review, I found only a small number of transactions associated with ***** ****** Nigenda and ****** (**** and *****). I have attached PDFs of all the transactions for your reference.
  
  From the available data, I could determine whether transactions were approved, rejected, processed, or refunded. The timestamps of each transaction are also visible, and none reflect a 3 AM transaction as previously mentioned.
  
  As stated before, and as evident in the attached files, all credit card information remains classified and encrypted. This security measure prevents us from accessing details such as card numbers, CVV codes, or expiration dates. As a result, it would be impossible for us to initiate any purchases without this information, regardless of the time of day.
  
  Given these findings, we strongly recommend contacting a bank manager to investigate this matter further on their end. We hope this clarification helps bring the issue to a satisfactory resolution for all parties involved.
  
  Please let us know if any further assistance is needed.
  
  Best regards,
  ***** *****
  Warehouse Manager
  Active Baby
  **************
  Surrey BC V3T4E2
  Ph: **********