Complaints

This profile includes complaints for Hip Baby Gear's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hip Baby Gear has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hip Baby Gear

  108 Washington Street Marblehead, MA 01945-3554

• 

  Hip Baby Gear

  194 Cabot Street Beverly, MA 01915-5823

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:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 am writing to file a formal complaint against Hip Baby Gear, regarding an unresolved issue with a recent purchase. The details of the transaction are as follows:Purchase Details:Product: Buckle Me Snow Suit Size: 6-9 months Purchase Date: November 3rd Purchase Amount: $75 Order number: Issue Description:I received the snowsuit on November 8th and promptly realized it was significantly smaller than expected, rendering it unusable for my 4-month-old son.Upon reaching out to Hip Baby Gear, I was informed that I needed to cover the return shipping costs to receive a refund.I complied and shipped the product back, providing a photographic record of its condition prior to dispatch.Despite the product being in its original condition, with no stains and the removal of the tag necessary for inspection, Hip Baby Gear falsely claimed that stains were present and refused a refund.Key Points:The snowsuit was returned promptly, and its original condition is documented with photographic evidence.Hip Baby Gear falsely claimed the presence of stains and cited the removal of the tag as grounds for denial.The snowsuit was unusable for my son due to its size, and the company has held onto the product for over a month without providing a refund or returning the coat.Action Taken:I have opened a claim with PayPal to address the refund denial.Despite providing evidence of the snowsuit's condition, Hip Baby Gear has not refunded the purchase amount or returned the product.I am seeking your intervention to ensure a fair resolution to this matter. I appreciate your attention to this issue and trust that your involvement will prompt a swift and just resolution.

  Business Response

  Date: 12/30/2023

  Customer ordered a brand new item from our website which had tags on and was in perfect condition. The customer returned the item, claiming it did not fit, with tags removed and stains on it. Per our policy online items must be returned in all original packaging within 15 days for store credit only. We did offer to refund the item as they are not local but once we received it without tags and stains we said we cannot refund her. We did offer to return the item however the customer will need to pay shipping as it is not our fault she returned it without tags and stains. below is the direct link to our return policy. The verbiage from our website states- "While we hope you love your items we understand not everything is a perfect match. We accept returns of items in their original packaging within 15 days of the original purchase for store credit only." Here is the direct link from our website outlining our return policy- **************************************************************
  
  I have attached images of the product without tags and showing the stains. The package arrived fully intact without any holes, damages to the outside and did not appear to be tampered with.