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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/20/2024

    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 received the Hubble connect nursary pal baby monitor as gift through our registry in June. It worked fine for the first 3.5 months and then died on 11/28/23. We went through all the online trouble shooting before reaching out on 12/2/23 to their customer support team. They got back to us a week later stating that we needed to film us going through the reset process. Did that and then on 12/28/23 they reached back out saying it was covered and provided a replacement order. 3 weeks go by and havent received a tracking number so reach back out to see where the product was on 1/18/2024. Sent another message on 1/24/2024 asking for an update. 2/1/2024 we finally received a message saying our order was delayed with font of different sizes meaning it was pasted in rather than a direct response. Sent 2 more follow up messages on 2/5/24 and 2/18/24 asking for a refund since the camera was no longer coming and we have been without our baby monitor for 2.5 months.

  • Initial Complaint

    Date:02/16/2024

    Type:Delivery 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.
    Baby Monitor and Base Unit which monitors baby's oxygen and temp sats quick working. Tried all troubleshooting steps to resolve the issue, couldn't get unit to connect to app and monitor. Unit was completely non functional. Reached out to customer service 1/15/2024 after 13 days of the unit failing to function properly. Was told by customer service that they would send a new unit out and I would get a tracking number. I never got a tracking number and never got a replacement. I reached out again asking for a tracking number and have yet to hear anything...this was over 10 days ago. Their website says they have live chat...they do not. Tried to submit a new ticket....and was redirected to a "Bad gateway" page.

  • Initial Complaint

    Date:02/14/2024

    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 a Hubble Nursery Pal Deluxe made by Binatone. Serial # ****************. One camera stopped connecting to the monitor after 1 year of use. For the last month, we have only been able to monitor one toddler instead of having the two working cameras. My wife and I have four online requests for technical support (Case #******, ******, ****** & ******) dating back to 1/22.2024. We receive an auto response that someone will reach back out within 48 hours. No response has been received. There is no phone # to call and Live Chat option is not functional. I would like assistance with receiving technical support on the broken camera or a replacement sent if they do not desire to provide support.

  • Initial Complaint

    Date:02/13/2024

    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.
    customer support has been useless as we have reached out multiple times to you with no assistance in solving the problem of your product. I never should have paid to replace the first parent unit that stopped working but gave you the benefit of the doubt and did what I had to do to safely monitor my children. This process cost me money and months of time. I had a previous product that was discontinued as ******** was removed from your products and they became labeled as HubbleClub. Due to the discontinuation I had to replace an item with two cameras instead of simply purchasing one new camera. I chose to your company as it was the same company as before. I enjoyed the original ******** product however since then everything has become a disaster. Two new cameras and a new parent unit- the parent unit stopped working less than a year after using it. Three plus months to receive a replacement that I was charged for. Only three months later to begin having issues once again. At this point I will need to contact the better business bureau and write a review for other parents to read so that they are aware of horrible situation they will be put in when purchasing your products. This product is designed to provide parents with peace of mind and allow them to feel comfortable when monitoring their children. This is not the experience being provided.

  • Initial Complaint

    Date:02/12/2024

    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.
    Hello,This transaction was about ***** months ago. We received a baby monitor from our baby registry. The camera was fine for a while but the monitor it came with start to disconnect from the camera and we couldnt get it reconnected. We contacted Binatone ******** (AKA Hubble Connected) and they would not respond to me. So we looked up reviews and many people seemed to have the same customer serivce issues with the company. We left a bad review on trust pilot and just so happened they emailed me. coincidence? think not. So they addressed my issue and told me they would ship me a new monitor about a month ago. (they said 5-12 days until we get it) We never got it, I emailed them numerous times and nothing back. Normally I would not waste my time but its roughly a 250$ monitor and we want to be able to see our baby. There is literally no way to call them or contact them and its infuriating. If theres anything you can do, anything at all please let me know. I have copies of all emails sent if you need to see these please let me know. I dont want the money back I just want a replacement monitor.

  • Initial Complaint

    Date:02/09/2024

    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 ordered a dual baby camera system. Immediately out of the box one camera would not connect or pair to the monitor. I have contacted their company via: support email, instagram messenger, ******** messenger, instagram comments on posts, and Amazon seller messaging. They have ignored my messages for 3 weeks and even went so far as deleting my comments off of their instagram posts. These people are conning people out of money by not offering the customer support and warranty they legally state on their own website. This is criminal as they are providing broken products with no avenues for correcting problems or refunding people. Although for my case, we can go through Amazon to have it initially replaced. Its the only option (the working camera) that works for our childrens purposes. So with the risk of having no warranty support, its completely unfair to charge full price, let alone even sell these products under such false claims. Disgusting to con hard working families out of money and not support such critical products for ensuring childrens safety.

  • Initial Complaint

    Date:02/06/2024

    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 Hubble Nursery Cloud Pal baby monitor off Amazon in July of 2023. I purchased it prior to needing it. I got it out and went to set it up on January 27, 2024. It will not connect to the parent viewer unit or my cell phone app like it says it should, on the viewer all I get is a picture of a camera with a x through it. I found the troubleshooting steps online and done all them and still nothing. I then reached out to the company through email with no response and I have also sent SEVERAL emails. I have tried reaching out through social media as well, they continue to post and advertise their products but do not respond to customers having issues and I am definitely not the only person having issues from conversations on their social media page. I would really just like them to tell me how to fix this monitor or give me the option to return it for either a refund or a monitor that works correctly. This company does not have a phone support number listed or I would have tried contacting them that way. My daughter cannot be moved to her room without a working monitor due to medical issues. I have sense had to purchase a different monitor from another company that works perfectly by the way because I could not continue to wait for a response from Hubble.

  • Initial Complaint

    Date:02/06/2024

    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 Hubble Guardian Pro+ with baby unit, base unit, wearable and parent monitor in April 2023 for my daughter. She tried to set it up in September after baby was born but it would not work. After numerous emails with the company and months of delay, they finally sent a new baby unit, base unit, and wearable but no parent monitor, After more emails, they finally sent a parent monitor. By this time it was January 2024 and she had already purchased a different monitor from another company. When all the parts for the Guardian Pro+ baby monitor arrived, she gave it to me to use as I babysit daily. The new units they sent us still do not work properly. The parent monitor will not connect to the baby monitor and the wearable requires an update and will not update. I would like this company to send us a complete baby monitor that actually works.

  • Initial Complaint

    Date:02/01/2024

    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.
    We purchased a hubble connect baby monitor from binatone. While under warranty the monitor parent unit/screen completely stopped working. Contacted binatone for troubleshooting and it was determined that the monitor would need to be replaced under warranty.It's has been nearly 5 months and they cannot provide an answer on when a new unit will be shipped and will not provide a refund so we can purchase a replacement.I follow up with their customer service rep monthly and just get the same answer that it will ship soon. I am starting to lose hope that this warranty even means anything or that binatone will in fact send a replacement. Certainly feeling ripped off and taken advantage of.

  • Initial Complaint

    Date:01/22/2024

    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 dream plus and had assembled the system, and in that system comes a breathing strip that can detect heart rate in breathing on infants upon putting it together I set the strip down on the floor, and it began recording a heart rate in breathing, I then reset the device, and it continue to detect breathing in a heart rate at which point I discovered the item was defective And then reached out to the support page several times only to get an email back about their return policy is 14 days after purchase, which I was well within I have continued to try to reach out for an address to ship the item back to no avail, I suspect They wont return emails which by the way is the only form of contact until that grace ****** is up and then youre out of luck. I have recorded several attempts to contact ****** with no response.

Binatone North America is NOT a BBB Accredited Business.

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