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Business Profile

Baby Accessories

MomCozy

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Baby Accessories.

Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I bought a momcozy s12 pro in July of last year. My baby was born, used it eight times and one of the motors will no longer suction. Ive been contacting them by phone as has my oldest daughter for months, to get a replacement. Finally I emailed as well and got a response. Now its out of warranty and they dont want to do anything about it but give me a 30 dollar credit. I tried getting ahold of them for months with no response, havent even used it more than 8 times and now they want to do next to nothing. I dont have the funds to buy yet another pump with a 30 dollar code when they last less than 8 uses and we are a one income family. I need it replaced.

    Business Response

    Date: 10/23/2024

    Products with batteries will experience normal battery loss when they are idle or in use.

    As a merchant, we always take a responsible attitude and actively respond to customer needs.

    In response to this issue, we have applied for coupons for customers so that they can purchase new products and provided detailed guidance.

    We sincerely hope that the platform can verify the relevant situation and give reasonable handling suggestions to jointly safeguard the rights and interests of customers and the reputation of merchants.

    Customer Answer

    Date: 10/23/2024

     
    Complaint: 22455402

    I am rejecting this response because:

    the battery is not the issue. It wont ****, which renders it useless. It would have been under warranty if they would have answered any of the 10 phone calls my daughter and I made to their company, which we have record of. We sent video to them of the motor not sucking but it does turn on. A 30 dollar coupon doesnt help, and isnt satisfactory in this situation. 


    Sincerely,

    ****** *****

    Business Response

    Date: 11/04/2024

    As a merchant, we always take a responsible attitude and actively respond to customer needs.
    In response to this issue, we have applied for a coupon for the customer so that he can buy new products and provided detailed instructions.
    However, the customer is still dissatisfied with the coupon solution, so we provided the customer with a brand new alternative.
    We sincerely hope that the platform can verify the relevant situation and give reasonable handling suggestions to jointly safeguard the rights and interests of customers and the reputation of merchants.

  • Initial Complaint

    Date:09/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I have their breast pump product and have been using it for month and my pump caught fire and melted last night. Luckily for my family and I, this fire did not ignite and cause severe damage to my home. I have contacted this company multiple times with no response. I am horrified by this incidence especially with my infant in the next room.

  • Initial Complaint

    Date:09/01/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    MomCozy ran a promotion stating :?? Save Big for Just $1! ???? Limited Quantity Offer: Get $30 Off the Maternity Belly Band! ??How to Participate:?? From August 1 to August 31.?? Find the Ergonest Maternity Belly Band product detail page.******************************************************************************************************************************************************************* ?? Add it to your cart and proceed to checkout to secure your $30 off code for just $1!?? Receive your code via email before September 1.??? Use the code on the Momcozy website or the Momcozy Store on Amazon to purchase the Ergonest Maternity Belly Band from September 1 to September 15.************************************************************************************************************************************************************************************************************* ?? Note:This exclusive event is open to participants in the ************* only. ????Offer is limited to the first ***** participants. ?? Don't miss out on this amazing deal! ????#Momcozy #MaternityBellyBand #SaveBig #LimitedOffer #MomLife #PregnancyEssentials I purchased a code on August 21, 2024. The advertising/promotion when I purchased indicated that I would receive the code BEFORE September 1st. It is now September 1st and I still have not received the code as advertised. Also, there is no customer support available to call/chat today since it is Sunday. I did receive an email which stated:I hope this message finds you well. Thank you for your email. I apologize for the delay in our response. You can expect to receive an email concerning the coupon code on September 1, 2024.We appreciate your patience and understanding in this matter.Sincerely,Momcozy Customer Support The email said I would receive an email concerning the coupon code, not that I would actually receive it. I have yet to receive that email that they referred to, or the coupon code. Super frustrating they use misleading advertising.

    Business Response

    Date: 09/14/2024

    Dear ********,
    Hope this message finds you in a good mood!
    We really appreciate your patience with the delay in your order and we apologize for any inconvenience this may have caused you. We completely understand how frustrating it is to have to wait longer than expected.
    After investigating this matter, we found that the delay in sending your code was due to our email system being unable to send the same content to customers too frequently.
    We have already emailed you the corresponding code, please check the relevant email. We apologize again for this unpleasant experience.
    Thank you again for your understanding and helping us improve our service!
    Warmest wishes,
    Momcozy Customer Support Team

    Customer Answer

    Date: 09/14/2024

     
    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.
    However, before rolling out promotions with promised timelines in the future, the company should ensure that their systems are already in place and able to fulfill those promotions/promises. Because this current promotion did NOT fulfill the promises the company made its customers. 

    Sincerely,

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

  • Initial Complaint

    Date:08/23/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Low quality items from a low quality company. They use fake users to promote their business and get consumers to purchase their items. The quality of the items are horrible and unsafe to use with newborns.

    Business Response

    Date: 09/19/2024

    Dear customer,

    We are very sorry that you did not get a good experience with our products and services. We will learn from the experience and then work hard to improve the quality of our products and the level of our services.

    We have provided a full refund for your order. If you have not received a refund, you can contact us. If you have any other questions, you can also give us feedback, and we will spare no effort to serve you.

  • Initial Complaint

    Date:07/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I have made two recent purchases from this company. The first one was purchased on June 1 and I returned the product on June 21 after it was delivered. The package was unopened. Just decided on a different product. I still have not received my refund for this product. I then purchased the other item I elected instead on June 18. I have used this product maybe 15 times and it is not functioning correctly. The suction does not work adequately on one side and it leaks consistently. I cannot seem to get a straight answer from the company regarding my refund or a way to make the second purchase right.

    Business Response

    Date: 07/17/2024

    Yesterday, we have made a full refund for the customer, she will receive her refund in about 3~5 days. If she can't receive the refund, she can contact us through **********************************
     
    Thank you
    Momcozy Support

  • Initial Complaint

    Date:06/27/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    I ordered the breast pump on 6/7/24. I then received an email regarding a delay in shipment. I received an email that the package was out for delivery on 6/25/24 and another notification that it was delivered to my door on 6/25/24. Im out on maternity leave and was home all day. Nothing was delivered. I contacted the post office as they would have delivered the package. I gave them the tracking number that was provided to me on the app. Unfortunately they stated that tracking number didnt belong to them although on my shop app the package was received at the post office in *******. Ive called customer service only to get a voicemail and an automatic email stating that someone would contact me in 24 hours . No response as of today

    Business Response

    Date: 07/03/2024

    Dear Customer,

    We apologize for the inconvenience you've experienced and understand the distress it may have caused. Kindly reach out to our dedicated customer support team by emailing ********************************** or **********************************. We're here to help.

    Sincerely,
    ****

  • Initial Complaint

    Date:06/14/2024

    Type:Product Issues
    Status:
    Unresolved
    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.
    I have contact them about the order taking over 25 days to arrive now I just want a refund. I had to purchase another breast pump because of thier inability to get logistics together. I have contact them but they do not reply in "12 hours" like stated on thier website. They should also pay return shipping as this is thier fault .

    Business Response

    Date: 06/20/2024

    Dear Customer,


    We apologize for the inconvenience you've experienced and understand the distress it may have caused. Kindly reach out to our dedicated customer support team by emailing ********************************** or **********************************. We're here to help.


    Sincerely,
    ****

    Customer Answer

    Date: 06/21/2024

     
    Complaint: 21853771

    I am rejecting this response because:

     

    I have already done this and the support has been no help, I keep getting a round around about the process to cancel this order which has still not been delivered over  30 days after it was placed. 


    Sincerely,

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

  • Initial Complaint

    Date:06/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I placed an order May 21st and still have not recieved my order. My order #JJ490898. Momcozy website stated I would recieve my item in a certain amount of days, that past. Momcozy customer support then said I'd recieve my order by June 7th, that past. I do not have the funds to purchase another pump. My son has a cleft and relys on my breastmilk and this EXTREME "delay" has caused me a decrease in milk supply due to not having the product I ordered. It has been bounced around from state to state. It was in ********* which is a neighboring state to me and most recently it is not clear over in central *****. I have spoken to other women who have purchased from momcozy including their ******** page and the women I've talked to said they recieved their orders within a few days to about a week. I have been waiting over 3 weeks now. Customer support has not been helpful in telling me where my package is and why it isn't arriving. I need my pump or my money back to purchase a new pump, my milk supply is dwindling from not having it and it's unfair to my son who can only get breastmilk via a breastpump and then fed with a specialized bottle.

    Business Response

    Date: 06/12/2024

    Dear Customer,


    We apologize for the inconvenience you've experienced and understand the distress it may have caused. Kindly reach out to our dedicated customer support team by emailing ********************************** or **********************************. We're here to help.

    Sincerely,
    ****

    Customer Answer

    Date: 06/12/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:05/26/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Order was placed on the 22 may, and not shipped yet. I am trying to cancel it and they say they can't although it literally says "Your order is placed and is about to be shipped" and only "Shipment information received" on the carrier.Contacted them multiple times to cancel it without success.

    Business Response

    Date: 06/07/2024

    Dear Customer,


    We apologize for the inconvenience you've experienced and understand the distress it may have caused. Kindly reach out to our dedicated customer support team by emailing ********************************** or *********************************** We're here to help.


    Sincerely,
    ****

    Customer Answer

    Date: 06/08/2024

     
    Complaint: 21762240

    I am rejecting this response because:

    Customer service was already contacted multiple times before by email and chat and no solution was provided.

    Sincerely,

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

    Business Response

    Date: 06/20/2024

    Dear Customer,

    I'm sorry to hear that your issue hasn't been resolved despite multiple attempts to contact customer service. I understand your frustration and want to help resolve this as quickly as possible.  I will personally follow up with our customer service team to ensure that your case is given the attention it deserves.

    Thank you for your patience, and I look forward to resolving this for you promptly.

    Best regard,

    Momcozy *********** Support Team

  • Initial Complaint

    Date:05/20/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    I ordered the V1 pump on May 8, 2024. I had not received any tracking or update on my order so on May 14, 2024, I reached out to ask when my order would ship. I was told by customer service that it was not in stock and they did not know when it would be. It is now May 20, 2024, twelve days after I placed my order and I have no pump, no tracking, and no one at Momcozy can tell me when the product I have been charged for will ship. Their only offer was a 10% discount. That does nothing for me when Im waiting 12+ days for something you have already charged me for. Still to this day, May 20, 2024, there is nothing on their website to state that the V1 pump is not in stock (and that they dont know when it will be in stock). This is unacceptable customer service and quite frankly its fraudulent to charge for product you do not have and lack communicating that you dont have that model in stock until your customers ask. DO BETTER **********************.

    Business Response

    Date: 06/07/2024

    Dear Customer,


    We apologize for the inconvenience you've experienced and understand the distress it may have caused. Kindly reach out to our dedicated customer support team by emailing ********************************** or **********************************. We're here to help.


    Sincerely,
    ****

MomCozy is NOT a BBB Accredited Business.

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