Complaints

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:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  After registering for and receiving the Organic Bare Naked Nursing Support as a gift, the product began to fall apart within one month of use. The stitching on the inner semi-circle came apart, exposing the stuffing on the inside of the pillow. This progressively got worse and worse and prevented us from being able to keep the product clean for our child. I contacted Boppy of 4/19/23 through their store contact form to let them know about the issue. I received a response later that same day where Boppy confirmed that it was a problem, confirmed that they have a 1 year replacement warranty (which I was well within), asked for more info on the product and asked for photo proof of the problem. I responded to the email and provided all requested information later that same day. At that point, I stopped hearing from Boppy. I followed up on 4/21/23. I opened an additional request on 4/24/23 (including all the information they responded requesting) that Boppy has since ignored. I called several times, all of which have been sent to voicemail. I left a message on their phone line that they have also since ignored. At this point, I would like for Boppy to honor their 1 year replacement warranty and send a functional product as soon as possible. My wife can't ignore nursing our child in the same way that Boppy has ignored us to this point so having a product that enables her to do that effectively is necessary.

  Business Response

  Date: 04/28/2023

  Thank you for bringing this to our attention; we feel terrible for creating extra work and stress for already-busy parents.  The replacement product is shipping today, 4/28/2023, via ***** for delivery on Monday, 5/01.  The tracking number is 771995852392.

  Kind regards,

  Customer Service | The **********************
   o: ************ | ******************************* 
  **********************************************
  
  
  
  
   

  Customer Answer

  Date: 05/02/2023

   
  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. While I find it unfortunate that I had to involve the BBB in order to reach a resolution with this business, I appreciate the BBB's help in quickly resolving the matter. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased two Boppy infant loungers in March of 2021 before my twins were born in September. I was so disappointed when I received a notification about a recall on Boppy infant loungers due to the death of 8 unsupervised infants. Boppy issued a voluntary recall on these items and offered everyone their money back with proof of destruction of the items. I destroyed the two pillows by cutting them in half and filled out their form with all the proper information to ensure I received a refund check for these items by mail. I received only ONE check for $32.99 instead of two checks for $32.99 with a letter stating that I only purchased one and they refunded it. I have the receipt to prove in fact I had purchased two identical pillows for my fraternal twin boys. I reached out to them via their online form regarding the letter and only being sent one check and never received a response from the company regarding this matter. In conclusion I would like to be refunded for the other pillow that I did not receive a check for. Unfortunately I was never able to use them for my newborns considering the risk and I would like my money back for my other pillow. I have cashed the first check for the first pillow. Thank you.

  Business Response

  Date: 12/09/2022

  Hello and thank you for bringing this matter to our attention.  Regarding refund claim reference #*********A(LC) for *************************: the consumer provided incomplete information in her initial claim. We received only one of the required date codes and two photos of what appeared to be the same Hello Baby Newborn Lounger.  The agent assumed it was photos of a single Lounger, as many customers provide multiple photos.  We also did not receive the store receipt showing the purchase of two Loungers with the initial claim.  The receipt provided with this complaint is clear, and I have instructed our recall team to process a second check in the amount of $32.99 for ***************************************

  Kind regards,
  *****************************
  Customer Service | The **********************
   o: ************ | ******************************* 
  350 ******************************************************************

  Customer Answer

  Date: 12/17/2022

   
  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,
  
  *************************