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:10/26/2023

  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 purchased a baby carrier ******* from Babybjrn (on 26 Aug 2023 with amount of $358.39) and based on their website the return policy is 14 days after the purchase in case of unsatisfactory. I tried it at home with my 6-month-old son 3 times to check if it works for us. He was constantly crying when I put him in. Therefore, I decided to not keep the item and return it. I explained the reason for the return and requested the return label 13 days after the purchase. At the beginning they denied accepting a return as they considered it as a used item (however I just tried it at home to find out if I am happy with it or not), and then after more than a month back and forth emails and phone calls between the customer support and myself; they said only store credit can be generated. I am very frustrated and unhappy with their service and support. I am wondering why they said on their website that we can return in case of unsatisfaction and then they deny doing so. What is the meaning of satisfaction? I should have opened the item to see if I am happy with it or not, how could I find out from the picture on the box? It is very unprofessional. I shipped the item with the original box to NY and I had to pay $60 for shipping fee, and yet they didnt generate the store credit for **** dont need any item from their company, and honestly, I wont purchase anything else due to very weak customer support. I could buy this from Amazon with the highest customer support, but I didnt.I would like to get my money back in the original method of payment which was with my credit card and not store credit. I really appreciate to assist me to get my money back as I follow instructions on their website for return policy.If you need any documentation or email conversation from me, please let me know to send you.P.S. I live in *********, ** *** ***, ******. However, your system didnt let me enter my zip code, I used my relative zip code in the US.Thank you for your time!Best,*****

  Business Response

  Date: 10/27/2023

  Thank you for supplying this feedback. We will investigate this case and review the available materials. Due to safety limitations our return policy is quite strict about use and opened carriers being returned. We appreciate your understanding. We will continue to improve our policies and processes, especially regarding the concern with shipping.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair 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.

  BabyBjorn sells cradles that are fairly high in cost. The cradles are great and I have no issue with the cost. The main complaint is that they do not sell a replacement pad for the cradle. Babies are messy and accidents happen. Even accidents that soak through sheets and damage/stain a pad that cannot be washed. The only way to get an approved replacement pad is to purchase a new cradle at the cost of $350. This is akin to being forced to buy a new car when you get a flat tire.I'm not asking for a free pad. I'm simply asking that I be allowed to purchase a replacement at a fair cost.

  Business Response

  Date: 07/26/2023

  Hi ****, 

  We appreciate the feedback and are grateful to hear about your experience. While we're unfortunately out of stock on spare mattresses at the moment, these are normally something available for purchase. The good news is that the Cradle mattress is completely machine washable for any accidents or messes. You can also remove the cover for a quick wash if not soaked through to the padding. Rest assured our global production team is working on getting accessories and extra units like this mattress back to our normal inventory levels. We thank you in advance for understanding. Please let us know if there is anything else we can assist with, or you have any additional feedback for our team.

   

  Best,

  *****************************

  Global Consumer Experience Manager 

  Customer Answer

  Date: 07/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is a bogus response and directly conflicts with everything I've been told when I call BabyBjorn. I've been told on 3 separate occasions that the pads are "no longer for sale". Not "out of stock and normally available for purchase. Additionally, there is a hints of not having stock. However, you clearly have enough mattress pads to continue selling cradles.

   
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/03/2023

  We apologize for the miscommunication from our team and the frustration this has caused. The item has always been listed on our website (**********************************************************************************************************************************) though the status is still out of stock. While we currently do not have an estimated date for inventory to be replenished, we will have our service team reach out to secure a replacement mattress for you to make up for the trouble this has caused. 

• Initial Complaint

  Date:06/02/2023

  Type:Delivery 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 ordered two of the same items for twins. The order # ********. I received one and I opened it and there was only one item in the box. I called and left multiple messages and all could do was leave a message. I never heard from them. 1 week later I received the next item. I stopped payment through the my credit card. I eventually received a call to receive a return label to return the two items. Then I received another charge on my credit card. I would like to return the items back due to me not receiving the items by the time the event took place.

  Business Response

  Date: 06/13/2023

  **************** team submitted a missing/lost package claim with *** regarding the original shipment issue. The reshipment was delivered correctly though not on the customer's preferred time line.

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]The package that I received had an invoice for 2 items and there was only one item in the box.  I do not believe this was the shipping companies fault but the fault of BabyBjorn. 

  I have pictures of multiple text with the company stating it was an issue in their warehouse filling the order and this still did not resolve the problem.  I asked to speak to someone and they gave me a number that no one answered and you could only leave a message.  I asked for someone to call me several times by text and voicemail and no one would.  
  

  I received a call saying they would email me return labels even saying they would send two, since by then I had gotten the second package too late even though I had asked them not to send it. They never emailed them to me. 
  

  I have spent hours trying to resolve the problem they created when they would not simply give me a call back to resolve their mistake initially.  I am tired of spending my time when I could not use these items because of their mistakes and simply wanted to return them unopened. I will not use this company again! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 08/23/2023

  This feedback is noted and will be submitted for improvement. Please feel free to email us directly with how else we can assist you.

  Customer Answer

  Date: 08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]
  Instead of submitting this complaint for improvement as you stated, why not start improving now by contacting me with an apology and taking responsibility instead of trying to blame your mistake on the shipping company.  From the beginning my complaint has been that I have never been contacted by this company about this problem or been able to contact and speak directly with anyone although I was told that there is a customer service number. That number only had voicemail and I left multiple messages asking for a return call which I have never received. It seems like the problem continues. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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 had the Stokke Clikk that cost me $180 which was having some serious issues with the footrest hardware popping out. The pieces would projectile across the room and this would happen any time my little one sat to eat. I filed a claim for the warranty almost two weeks ago and the only response I got was along the lines of we discontinued the product go figure it out yourself Ive been a loyal customer to ********************** almost all my products that I own are from them from the bouncer to the potty and I am very disappointed in the disregard for my plight. I will no longer buy a single item from this company and will make sure that I let any friends or family expecting to stick to Graco

  Business Response

  Date: 03/16/2023

  Our apologies for the confusion and miscommunication. Please be informed that the Stokke chair is not a BabyBjrn product. Stokke is another brand that we recommend you contact for their warranty and replacement policy. Our sincerest apologies for the confusion our earlier response led to. Please let me know if there is anything else we can do to assist. 

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair 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.

  We've had a bouncer seat that has gotten light use over its life, and both the cover and seat have broken. After all the support we've given the company (having purchased a babybjorn crib, baby carrier, three bouncy chairs, and three potties), they shrugged their shoulders and told us to dispose of our current defective item and purchase an overpriced substitute. I can see if the cover/bouncer was improperly handled or not used in accordance with care instructions, but the small amount of use this bouncer has had over the course of it's lifetime in no way explains nor justifies these defects.

  Business Response

  Date: 01/26/2023

  Issue has been handled via direct contact with the consumer.