We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Baby Accessories

Binatone North America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Baby Accessories.

Complaints

Customer Complaints Summary

  • 50 total complaints in the last 3 years.
  • 2 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/10/2024

    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.
    We purchased the Hubble Nursery Pal Crib Edition from ******* and received our order on July 9, 2024. The item delivered is defective. The camera never states that it is ready to pair. We already own the Hubble Nursery Pal Premium and are well versed in how similar products are intended to work. This item is no longer available at ******* so we had to contact the company directly for a replacement camera. We have now endured 4.5 weeks of patchy communication via email, as there is no phone number provided for customer service. While we were originally told we would receive a new camera, we were then informed by a different representative that it would be more efficient to return our camera and have it repaired and returned to us. We have yet to even receive the shipping label to do so and all recent attempts at communication have been fruitless.

  • Initial Complaint

    Date:07/01/2024

    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 purchased a baby monitor from Binatone (Hubble Connected) for a total of $225.97. In December 2023, I experienced a hardware issue which they confirmed would be covered under warranty and that I would receive a replacement. Seven months later I still have not received any resolution on this. After researching online, I have now come across hundreds of new parents indicating they are in the same situation where they were never provided with a replacement when their product was covered under warranty. This company is taking advantage of new parents, who often struggle financially and do not have funds to purchase multiple baby monitors. It has now been 7-months, and they are indicating there are now supply issues. I have reviewed their warranty policy and it indicates that replacements must be addressed within a commercially reasonable time. 7 months for a baby monitor is not commercially reasonable, for a baby monitor company It also does appear from my research online that this is an excuse they have been using for years to not honour their warranty. The company is in breach of their warranty, and I kindly request you assist me with obtaining a replacement. I have attached a copy of my receipt of purchase, as well as correspondence with them since December 2023.Yours truly,************************* ************ **********************

  • Initial Complaint

    Date:04/10/2024

    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.
    We contacted the business on July 28, 2023 and went through the steps to troubleshoot one of the cameras for our system. The company deemed the camera unuseable and said we would be receiving a replacement one. Shortly after, the email came through for the warranty claim stating the product was not in stock and they would ship as soon as it came in.I contacted the company multiple times since and have got the run around that the product still isn't in. We are not into April 2024!!! We have not been able to use our camera for 9 months and counting... Below is an update we received. Still no idea of when they will replace the item in question. We purchased this system as it included two cameras so we can use it on two bedrooms and the time and only one has ever worked correctly. Pretty pointless to pay more for two cameras when they don't even work!!Email update form the company "Update for Case ****** - "Live Chat - Livechat - Ticket #*****"Hello,I have submitted your warranty replacement claim for a Nursery Pal Cloud camera (baby unit). The sales order number is SO-310725.That said, we are currently out of stock of these cameras. This means the order will not be processed until we receive these back in our inventory. As soon as this happens, your order will ship within 24 - 48 hours. The shipping time frame is approximately 2 to 5 business days to receive. Your unit will ship via USPS."Still nothing!! Completely pointless to have a company not stand behind their products.

  • Initial Complaint

    Date:04/03/2024

    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.
    My husband and I have their baby monitors/cameras (Hubble Connected Twin). Tried several times and ways to connect the cameras to the parent device and had no luck connecting them both. It was within the 1 year warranty so I reached out to the support email (the only way to contact this company), and had minimal success getting a response. They required that I take a video of us following their troubleshooting steps (which we did). They responded that there must be a malfunction with the cameras- so they asked for our address, serial numbers for the cameras, as well as other information. I sent them all of that information and have never heard from them again. Ive continued to contact that support email address for the past 5 weeks and get no response. I want our warranty honored at the least, but honestly dont want to support this company at all and would request a refund for this purchase. I am happy to provide the entire thread of emails that have been exchanged (it wont all fit with the character limit within this box). We were completely ripped off with a $200 camera/monitor purchase and its now become a safety issue with our babies where well have to purchase different ones.

  • Initial Complaint

    Date:03/02/2024

    Type:Product 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 the Hubble connected pal premium camera but it never worked. I emailed support on January 7 and we went back and forth for weeks trying to troubleshoot and demonstrating video proof of the camera never working. It was finally determined on February 1 that a new camera was going to be sent under warranty. However, since then, I received no response and I never received a new camera despite following up twice. There are many reviews online about the company that state very similar experiences.

  • Initial Complaint

    Date:03/01/2024

    Type:Customer Service 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 company refuses to properly replace a unit they declared faulty. In replacing the unit they sent me a broken unit, then another unit without a handheld monitor. They are now ignoring me. I am very frustrated. They dont have my original unit available, so they have been pushing units on me that are less money and not comparable. I agreed to a unit they sent, but they only sent the camera in a box and nothing else with if.

  • Initial Complaint

    Date:03/01/2024

    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.
    Purchased a baby monitor in 2022. Within less than a year it stopped working. I contacted ****** and they said they would send me a new one as it was still under warranty. However they said the monitor was currently sold out and they would ship it when it came back in stock. It has been over 5 months of me constantly emailing them demanding my product or refund and they keep saying it will be coming soon. I have asked several times to speak with their legal department and they will not put me in touch. I am extremely frustrated as I have not had a monitor for my baby in 5 months!!!

  • Initial Complaint

    Date:02/29/2024

    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 purchased a Hubble connected baby monitor from target in august 2023. The monitor was sold with a one year warranty. The device malfunctioned in december and I tried reaching out to the company for support. Their online chat feature is always disabled. My wife and i both submitted requests on their website for support and did not hear back. I emailed their support, *************************** to which i heard back after a few days. I exchanged a few emails with ****** who after submitting a video of the issues agreed it was faulty. I sent my information to her and then she never responded. I followed up with multiple emails after that and i have still not yet heard back after nearly 2 months.

  • Initial Complaint

    Date:02/23/2024

    Type:Product 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 purchased a brand new Hubble connected dream device and it never worked from the beginning. I had emailed the company Hubble Connected/Binatone Electronics half a dozen times trying to request a replacement device with no resolution. I had only received 1 email response about troubleshooting, despite my already telling them previously that it didn't work and we need a REPLACEMENT device. I was ask to send a video stating them the problem but since then I havent heard from the company. They do not have a customer service phone number and they only way to contact them is email. I been waiting for a response/ resolution for 3 months with no response. At this point I want a refund as brand new device does not work and I needed this camera system to monitor my baby. I am aware that they may not respond again but atleast the more people report it to BBB, They would change their customer relations and actually respond to issues. They also need to provide customer service phone number as they do not respond to emails.

  • Initial Complaint

    Date:02/20/2024

    Type:Customer Service 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.
    We purchased the Hubble Nursery Pall Deluxe via amazon on 4/2/2023, order number 112-0157749-1693870 for $159.51. Upon purchasing this the camera was setup after our child was welcomed to the world in May of that same year. We have expected to use this monitor for several years in order to watch our child while he was sleeping for piece of mind. We have had issues with the product in the past, such as the camera feed constantly dropping and having to reconnect, issues with update's not processing correctly and having to reset and start over. However our latest issue is the fact that we have no ability to receive sound over the monitor of the device, as a parent you heavily rely on the sound from a monitor to know if your kid is crying/ awake or needs you. We are still within our warranty window and have submitted claims on the company's website as they request. After not receiving a reply for up to two weeks we followed up via their support email address including the reference of the claim number submitted and we have still received zero contact from the company and do not have a phone number to reach them out. Given the issue we are having causing the device to be unusable we must now purchase a new device and will be requesting a refund since the company was not able to help us with a replacement.

Binatone North America is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.