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:07/14/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In may 2023 I purchased through a FINAL SALE at buybuybaby a Hubble Connected Nursery Pal monitor. I plugged in and used for the first time July 4th. Immediately I noticed the volume at max ***** was very low output. My daughter was loud and talking and I could not hear her. The monitor also became staticky and stopped charging altogether, and when plugged in, it would blink red. Again this was my very first time using the monitor so I immediately reached out to customer service. I received an automatic email stating they would get back to me within two business days. I received a response that told me to do a hard reset, and to let them know how it went however, this hard reset Did not work, and the camera would not turn on further due to low battery and it not charging I have since contacted customer service approximately five more times, each time I reply to the email provided they provide a new case number which then provides a new automated email and to those five emails no one has personally responded to. I have even reached out on their ******** live chat and no response yet. I am extremely unhappy with my purchase. I would like an updated version or something that would at least work. I would like for them to make good with their warranty. The fact that they are not is a deceptive trade practices. If an updated or replacement model cannot be provided I would like a refund stand. This item is not purchase through their website directly but the company I bought it through is no longer in business but I didnt only purchase in May and it still has warranty

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Purchased a Hubble connected twin nursery pal from snuggle bugz. When I received the product, the second camera would not connect. I reached out to Hubble and they confirmed the unit was faulty. They said they would send me a replacement within 2 weeks, its now been 2 months. I ordered the product online on April 21, receive it in the mail May 4, complained May 3 ( the day I set it up). ****** connected tells me to continue to wait for a replacement with no end date. Ive requested a refund or different unit numerous times, they have declined the request. Ive been sold a faulty product, and have not been given a working product nor compensation to replace it myself.

• Initial Complaint

  Date:05/11/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We purchased a Hubble Connected Nursery Pal Premium right before our baby was born. We used it for about 6 months until the camera totally died on **. ****** claims they offer a warranty, but then refuses to respond to customers once there is an issue. We had to go without a baby monitor hoping they would respond, and then had to end up purchasing an entirely different one. The company does not respond, especially if its due to a fault in their products. I have attempted to contact them 3 times and each time they have completely ignored me. It was $250 totally wasted on a terrible baby monitor, and a super unethical company that does not care about their customers, only their money.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of purchase was 11/29/23 - Hubble Connected Baby Monitor purchased via Babylist. The total cost was $159.00. Camera never connected to our phones, as promised and advertised. One of the main reasons we selected this model and brand. Two months after use the camera completely stopped working. We have not had a baby monitor in almost a month. Per the terms of the warranty, we have up to one year to request a replacement. We did on April 18th, 2023. They state it takes 5 to 10 business days for it to ship. Today is day 11. They are now saying the item became out of stock and it will be another 5 to 10 business days for this item to be shipped.Apparently this is what they do to a lot of people. They keep telling them that the replacement part under warranty will be shipped but never actually gets shipped. People are being scammed by these false and unethical warranty practices. Binatone needs to be held accountable and stick to the integrity of what they promise as a replacement warranty.

• Initial Complaint

  Date:04/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 received a gift at my baby shower in April of 2022. I started to use the camera in June of 2022 when I transitioned my son to his nursery. In January of 2023, the camera stopped working. The sound completely shut off. As a result, I reached out to the company. I received information from ******** that Hubble Connected (Binatone) was now responsible for the warranty and product since ******** no longer makes this model nursery camera. I reached out to Hubble Connected (Binatone) on 02/27/23. I received no response. I reached out again on 03/07/23, 03/10/23, and 03/14/23. It was not until I reached out a 5th time on 03/23/23 that I received a response. It should not take almost an entire month to hear back from customer service. From there, communication was lackluster and it took more time for the customer service representative to tell me that because my aunt purchased the camera over a year ago, it was not under warranty. When I expressed that I have only had the camera since my shower last April, which was not a year in January or 02/27 when I first contacted this company, I was offered a 25% off coupon (which is the deal they're currently offering to all customers). When I asked to speak to a manager or supervisor via a phone call, I stopped receiving communication. I then reached out to the company via their live chat and after a half hour of going back and forth with *****, no resolution was made. Instead, I was told the person, ******, who had poor communication this entire month, would be reaching out to me again. All I wanted was a replacement camera since I have been without a camera for almost three months. I was met with poor customer service in the form of extremely slow communication, tension in the responses received, and with a resolution that was extremely unfair and that I do not think it a resolution at all. At this point, I'd like my aunt to receive a refund because I do not trust this company or the products they provide.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 submitted a ticket with Binatone over 3 months ago to have both my cameras replaced for a monitor system as they were both under warrantysince then Ive done all they asked and they approved my request but the cameras are not in stock nor have they been for this long length of timeno cameras in stock for a camera and monitor company!?? I would like my product replaced but keep getting put off saying theres none in stock these were under warranty and never worked.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a Hubble connected baby monitor. The camera quit working. I contacted them via the only way, email. It took 3 weeks for a response. I did all requirements including 2 videos they requested to get the camera to connect even tho I told them it didnt work. They finally said they would ship a new camera so I uploaded the required information and then ghosted again. I have 2 case number 1st one= 648247 2nd case= ****** Person who emailed was Husan U

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have a Hubble Binatone baby monitor that broke within a few months due to software issues. Per Binatone, it is eligible for a warranty replacement, so I submitted a claim back in December of 2022. Since then, I have emailed their customer service account numerous times to follow up on the status of my replacement unit, and still have not received it. I have repeatedly been told things like, "the warehouse has been contacted and it will ship as a top priority" or "I should see movement in the next few days," but it has yet to ship. A tracking number was created on 2/6/22, but the unit was never actually mailed. Upon following up, a NEW tracking number was created and, once again, the unit was not actually mailed. I have asked ************, the agent I have been emailing with, to connect me with their supervisor and have only been told that "the supervisor is already aware" or "the supervisor will reach out to me," which does not happen. There is no phone number listed for this company, and I am unsure how else to escalate this issue. I am shocked by the lack of accountability and integrity this company has. At this point, I honestly feel that Binatone is just trying to stall until my warranty runs out and has no true intention of actually replacing my monitor. Attached is a PDF of the email correspondence between Binatone and myself. I realize that the formatting gets worse the further down you scroll, and can provide additional attachments if needed.

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My hubble ******* does not work and since I am still under warranty, they are replacing it, however they want me to ship the defective camera at my own expense and wrap it with bubble wrap in a small box. They should pay for shipping since its there product that is defective! Please send me a return shipping label so I can ship the defective product.

• Initial Complaint

  Date:01/31/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Unfortunately my experience with Binatone has been nearly identical to the previous complaints. Today is 01/31/23. I originally opened a support ticket on 12/28/22 for a baby monitor camera that stopped working. After speaking to someone through the online chat feature it was determined that a replacement would be shipped to my home. I received a tracking number via ***** To this day the status of that tracking number has not changed. Nothing has been shipped. We have not received any replacements. I chat with the online customer support agents who assure me that it will be shipped out by the end of the week, every week. Nothing ever happens. It has been excuse after excuse. There is no phone number to call. No way of holding this company accountable. Just the "customer service" agents chatting on the computer. The address listed here on BBB appears to be that of a ***** mailbox. I wouldn't recommend anyone do business with this company. I hope the BBB of ******* is able to get some resolution for myself or the many other dissatisfied customers who have fallen victim to Binatone/******** atrocious customer service.