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Business Profile

Baby Accessories

Maclaren NA, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:11/11/2022

    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.
    In November of 2019, I purchased a Maclaren Atom Stroller. The stroller performed well for a period of time, but all too soon the back rod, which holds the back wheels, came off completely. I contacted Warranties and Repairs in March, and only in May did they answer stating that the stroller is no longer covered under the warranty. I responded and pointed out that their Maclaren Sovereign™ Lifetime Warranty sheet available on your website clearly states ""Our guarantee: If, during your lifetime of use, you find any defect in material or workmanship, or the product should fail to function with proper use and care, we will gladly repair or replace it.", but they ignored me. I created a new ticket online and received an auto response that my issue will be reviewed, but apparently it never was reviewed, as nobody got back to me. I tried every phone number available on the web, but was unable to reach them.
    I would appreciate assistance in getting this stroller fixed or replaced, or otherwise a full refund would be acceptable.
    Thank you.
    https://shop.maclarenbaby.com/the-world-of-maclaren

  • Initial Complaint

    Date:11/09/2022

    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.
    The replacement wheels I purchased for my **** ******* stroller broke in less than a year, within the manufacturer's guarantee. We contacted via email them asking for a replacement and they ignored us. After contacting them again, they asked for information and said they'd get back to us. Months went by and nothing. Then we tried to contact them multiple times over their company ******** chat and they kept asking us to wait and said that they'd get back to us. I provided everything they asked for - dates of contact, claim/ticket numbers, the product problems. This has been going on for MONTHS. My family and I took a trip and had to rent a stroller costing us hundreds of dollars because we could not use our family stroller. Maclaren does not honor it's "sovereign lifetime warranty". That is false marketing and false advertising! They do not even provide basic customer service. They ignore their customers or claim they'll get back to you and never do. I am seeking a refund for the wheels I purchased as well as reimbursement for my stroller rental.

Maclaren NA, Inc. is NOT a BBB Accredited Business.

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