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:07/15/2025

  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 2 Evenflo Revolve360 Extend w/Sensorsafe car seats on June 13, 2023. We utilized these car seats in rear-facing mode until approx. 3 months ago. Since we moved the seats forward-facing, we have continuously had issues w/the seats not locking in place until rotating back and forth 10+ times, or even having to have our son get out, lock the seat in forward facing mode, and then having him get in - defeating the purpose of having a rotating car seat. What seems to be happening is that the harness strap is placed directly above the locking pin - and when my son sits in the seat (48 lbs., well within the weight limit for the seat), the harness strap somehow interferes with the locking pin and it won't lock.
  
  This is happening on both my seat and my husband's seat. It is a clear, critical safety issue that I have tried to address with Evenflo via email (no reply), via filling out their customer service response (no reply), clicking their "Chat Now" button (sends me to a B2B site for signing up for chat service - what is going on here?), and scheduling a video appointment (no reply).
  
  These are seats that are advertised as lasting 10 years, but ours have lasted only 2. I no longer feel comfortable/confident in my son's safety sitting in these seats. I request immediate replacements for both seats.

  Business Response

  Date: 07/15/2025

  We are sorry to hear you are having difficulty with the product and our representative did reach out on 3/18/25 to help you with setting up a zoom meeting to go over the issues you are having. You can reach back out to our team at ********************** or request a video meeting with an agent at ******************************************************************************* We will be happy to assist you with the product.

   

  Respectfully, 

   

  ParentLink Consumer Care Team

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have tried several times to connect with them in all manners listed and have received no response. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 07/15/2025

  We will be happy to have a CPST Child passenger safety technician reach out to you directly for support. 

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  To Whom It May Concern,
  
  I am reaching out to formally file a complaint regarding a recent experience I had with Evenflo.
  
  For my daughter’s first birthday, we received an Evenflo stroller as a gift. When my husband and I went to assemble it, we realized that the handle used to push the stroller and the parent cup holder were missing from the box. As this was a gift, I do not have a receipt, but I contacted Evenflo customer service on June 29, 2025, in hopes of resolving the issue.
  
  Since then, I have complied with every request from their team, including submitting multiple photos to verify the issue. After some back-and-forth, I was ultimately told that the handle is not available as a replacement part and was offered no solution beyond that.
  
  This was extremely disappointing. I was just seeking a fix to an unfortunate situation. I expected more understanding and assistance, especially from a company whose products are aimed at first-time parents. Providing safe, functional equipment for babies and toddlers should come with a higher standard of customer service and care.
  
  I am now left with a stroller that is unusable and no help from the manufacturer. I believe others should be aware of the lack of accountability and support I received, and I hope this complaint helps bring attention to the issue so it doesn't happen to other families.
  
  Thank you for your time and attention.
  
  Sincerely,
  ******** ******

  Business Response

  Date: 07/08/2025

  We are sorry to learn of the experience you encountered with both the product and from our consumer care team. We will be very happy to offer a replacement product to you as the product is covered under warranty for missing parts. 

  Please accept our apologies and a representative will be in contact with you via your email, to resolve this issue. 

  Respectfully, 

  *****/ParentLink Manager

   

   

   

  Customer Answer

  Date: 07/08/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  they messaged and will be sending a new one 

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

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 approximately December 2024, I began to notice that the leg and wheel mechanism of my Shytride 360 stroller were not engaging as they should. At first, I assumed it was simply an operational error on my part and chose to disregard it. However, by May 15, 2025, the situation had escalated. I found myself unable to secure the stroller into its base, which was becoming increasingly frustrating. After some trial and error, I discovered that I had to manually turn the leg to engage it properly, which was not only inconvenient but troubling.
  
  Realizing there was a significant issue, I reached out to the company for assistance. During my conversation with a customer service representative, I was informed that I needed to schedule a video appointment to address the problem. I promptly arranged this appointment for May 22, 2025, at 11:30 AM, eager to resolve the matter.
  
  On the day of the appointment, I logged in on time, ready to demonstrate the issues I was facing, but to my dismay, no one from the company joined the call. This left me feeling frustrated and unsupported.
  
  Currently, I am dealing with a faulty $500 car seat that cannot be properly secured to its base. Additionally, I can’t even detach the car seat portion from the stroller, making the situation even more complicated. The ongoing complications have caused significant concern and unease as I navigate this frustrating experience.

  Business Response

  Date: 05/28/2025

  Thank you for the opportunity to assist. We are sorry to hear the consumer is having issues with the product and are happy to help. One of our representatives did join the live call but did not see the consumer connect. We believe there was a technical issue that caused the inability for either party to join. Our best recommendation is to have the consumer call our team at ************ and ask to do a live zoom meeting with the representative at that time. 

  If the representative is unable to identify the issue during the meeting, arrangements will be made to replace the product. 

  We apologize for the inconvenience and look forward to assisting the consumer with this issue. 

  Respectfully, 
  

  ParentLink

   

  Customer Answer

  Date: 05/29/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** **************

• Initial Complaint

  Date:04/30/2025

  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.

  Evenflo pivot stiller rear wheels fell off due to defective wheel retaining clips.
  I asked for the option to buy replacements and was told they are not available and not user serviceable.
  Parts are easily accessible to replace.
  I asked representative what her company thinks is an acceptable lifespan of this product as ours is now non functional before 2 years of use and got “difficult to provide an estimate as how long their product will last”
  The offer all other parts of this stroller as replacement except the one part that keeps the wheels on.

  Business Response

  Date: 04/30/2025

  We are sorry to hear of the issue the consumer has had with the product and have attempted to assist with offering a 40% discount on a new stroller as the product is 3 years old according to the date of manufacture. Regrettably, if a part is factory assembled it is not offered as a replacement part for a consumer to repair themselves. This is not uncommon with other brand strollers. Although the product is past the manufacturer's warranty, we offered to assist with a discount and is the best solution we have. 

   

  Respectfully, 

   

  ParentLink

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  please try to contact the factory to get the parts? I don’t want the same stroller again, I want a company that we paid over 300$ to ensure the safety of our daughter to to be responsible for the quality of their products .

  what we have now is 300$ of worthless stroller due to failure of a 50c part.

  I can’t even donate this to a needy family because it’s crippled.

   

  I also asked for an expectation of how long the product should last to which I got “we can’t tell for sure”

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

  Business Response

  Date: 04/30/2025

  I am sorry, the factory can not send a part that is not designed for a consumer to install. We are unable to determine the life of the product as products are used in different manners between caregivers. We are unable to determine the type of conditions the product underwent once in the field. The product has a 90 day warranty from the date of purchase for any manufacturing variations. Those variations would occur within the first 90 days of use, anything outside of that could be considered wear and tear on the product. 

   

  Best, 

   

  ParentLink

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  can you please attempt to reach out to the warehouse manager/supervisor explaining the situation and make an attempt to get these parts special order? I understand wear and tear and while I don’t think less than two years of use before a product is unsuable I’d rather not waste an otherwise good stroller.

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

  Business Response

  Date: 05/01/2025

  I would love to be able to assist in that manner, however; in my experience I am aware that the factory in China will not provide a part that is not already listed as a replaceable part by the consumer. 

   

  My apologies I cannot assist with this request. 

  Customer Answer

  Date: 05/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Company spokesman refuses to attempt to resolve issues, my complaint stands and I shall not rescind it.

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

• Initial Complaint

  Date:04/15/2025

  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.

  Upon deep cleaning the car seat, we noticed both sides of the child belt half ripped through.
  
  Reaching out to Parentlink they said it's due to external factors... which seems ridiculous given the how/where of the issue.
  
  Upon research there has been multiple reports of this issue across this site and others.

  Business Response

  Date: 04/15/2025

  Thank you for the opportunity to address your concerns.   

  
  We want to assure customers that all Revolve360 models remain safe when properly installed, though it is always best practice to inspect your car seat regularly. After reviewing the photos, the damage appears to be related to external environmental factors and not any issue traceable to the design or manufacture of the product. The plastic and metal components in contact with the strap have smooth and rounded edges and would not cause this type of fraying/tearing of the strap. In addition to our rigorous impact testing program, the straps on all Evenflo car seats meet or exceed the government's strength and abrasion resistance requirements. 

  One issue we often see across all car seat brands is something called small animal damage. This is where rodents and other critters are attracted to small crumbs or food that falls between the seat and will enter the vehicle, oftentimes chewing into parts like straps. No one wants critters in their car, but kids and crumbs are par for the course! We deeply empathize with the concerns parents have regarding car seat safety and the importance of ensuring the well-being of children during every journey. Evenflo remains dedicated to providing high-quality and secure products for families.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  October 14, 2024 I called and spoke to an employee (******* *). She told me to respond to an email and my problems would be resolved.
  
  October 30,2024 I respond (I had a delay response which I apologized for but she was asking for photos and videos I needed my child to be available for those photos and vids)
  
  October 23, 2024 I recieve an email that my case is closed and no other information.
  
  November 19,2024 I send a follow up email because I’ve received no response back.
  
  I have assumed that there is nothing I can do: however the company advertises a lifetime warranty, I registered all my products, I’ve read the warranty and I believe I qualify.
  
  Today March 21,2025 my son fell out of the stroller (he can’t be buckled because they do not work which was my original complaint) the tires of the stroller lock up frequently. On a walk today with my elderly mother the wheels locked and both of them fell in the middle of an intersection. Fortunately my son is ok and just has a minor head wound.
  
  I am very upset with the customer service and products that I believe are not safe and falsely advertised. I am requesting my money back or store credit at the least.
  
  I have reached out to the company this afternoon during their hours and the automated message I received was “this option is temporarily unavailable please try again”
  
  I will continue to try call and email but I am hoping that filing a complaint will make things right.

  Business Response

  Date: 03/27/2025

  This is in response to your March 24, 2025 email to Evenflo
  Company, Inc. regarding a customer complaint related to an incident with her Evenflo
  Pivot Xpand Travel System. We appreciate your notification of this customer
  report.
  
  Evenflo contacted the customer and was informed that the front
  wheels on the stroller swiveled sideways unexpectedly when her mother was strolling
  with her child, causing the stroller to stop suddenly. The stroller tipped
  forward, allowing her unrestrained one-year old son to fall out of the stroller.
  No medical attention was sought for the forehead abrasion he sustained as a
  result. The customer’s mother was uninjured.
  
  Evenflo agreed to refund the customer’s purchase price for the
  travel system and requested that the stroller and toddler seat be returned to
  Evenflo for examination. The customer expressed her satisfaction with this
  resolution.

  Customer Answer

  Date: 03/27/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/21/2025

  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 purchased the Hummingbird lightweight stroller through the website on 01/23/2025. It was shipped via FedEx. On 1/24/25 I received notification of package delivered. I looked outside my door and it was not there, I live in an apartment complex with multiple buildings from A-G. I went out searching for the package and came across the door matching the photo showing a straw on the ground, the package was gone! FedEx delivered my package to the wrong apartment door. (G101) instead of (F101). I immediately contacted FedEx to investigate and my case was closed confirming the error with delivery. I provided pictures to Even Flo showing the door it was dropped off at had NO paint peeled off on the ground (my front door DID). Even Flo stated FedEx denied their dispute saying the door matches the delivery photo.(I clearly told Even flo I live in an apartment complex of course it will be the same door. The difference is the door it was delivered too HAS NO PAINT PEELED off the the front door area VS my door clearly shows NOTICEABLE paint missing on the concrete right in front of the door) Even Flo refuses to help after showing them clear proof of the doors being different and when I ask for them to confirm they agree it’s the same door as FedEx states they don’t want to answer and keep saying “that’s why they offer signature delivery” which is irrelevant to what happened with my package! I lost $300 over this and it has been 2 months of going back and forth with them. I email them and they do not respond to my emails anymore. I need a refund! I have clear PROOF the package was dropped off to the wrong apartment door!! They are the ones that need to dispute and fight with FedEx to clear this matter I the CUSTOMER should not be the one at loss here when I have PROOF!!

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to address your concerns. Fedex denied the claim as the photos show the same black mat in front of the door and the same blinds in the window. The Fedex photo does not show the peeling on the floor as the box with the product is present covering the floor. Evenflo is not responsible for lost or stolen packages but has offered the consumer a 50% discount on a new order to aid the consumer. 

  We are sorry we are unable to assist with this request. 

  Respectfully, 

  Evenflo ParentLink

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Of course the blinds will match the delivery photo as I have said multiple times via email I live an APARTMENT complex of over 100 units that ALL are built the same way and all 100 units have the same “blinds”. Are people not allowed to buy the same type of mat?! That’s ridiculous! I can walk around my apartment complex and find another 10 mats the same! You are trying to say the “box” is sitting on the peeled concrete when the box in the photo is away from the mat and front door clear as day no peelings visible near the door VS my door the peeling begins at the front door step trailing all the way back towards where this so called box would be! That is not okay how Even Flo is trying to use that as an excuse to cover this up when anyone who sees these photos can clearly see the peelings on my front door step are very noticeable!! I am not going to spend another $150 for your product on top of what I already lost when I placed this order! I no longer want ANY EVEN FLO products after this customer service and cover up your company is trying to do!! I need my money back!! 
  
  
  
  Sincerely,
  
  
  
  ******* ***********

  Business Response

  Date: 03/24/2025

  We are truly sorry you do not have your order, however Evenflo is not responsible for lost or stolen packages. The offer our representative provided to you will be valid, if you choose, for 30 days. 

   

  Thank you and have a nice day.

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is not a matter of lost or “stolen” package. The package was delivered to the wrong apartment and I keep showing you proof that it was a different door it was delivered too. Again you keep bypassing what I am stating about the ground peelings on my front door! You cannot say or claim the box in the delivery photo is “sitting” on the peelings that is not a valid cover up because I gave you proof of my front door step showing the ground peelings beginning at the front door step and trailing back! You are ignoring and trying to cover this up! I need this matter escalated to a manager and more set of eyes to compare the photos I have provided. It is WRONG you are withholding a refund simply because you want to claim a box is sitting on this so called peeled paint when I keep repeating the peelings start front my door! I will not be wasting money on any of your products! I have valid proof the delivery photo is NOT my front door! 
  
  
  
  Sincerely,
  
  
  
  ******* ***********

• Initial Complaint

  Date:03/10/2025

  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.

  We have 3 of the Evenflo revolve360 car seats $300-$450 in price. We recently noticed fraying of the straps that are used to buckle my baby into her car seat of one of these car seats. I reached out to the company who basically stated that it isn't an issue with the straps but an issue from external factors. The rep also stated that rodents could have gotten into my jeep and caused the damage. They offered a 50% coupon to purchase the car seat again. We have had this particular car seat for less than a year! Why would I want to spend another large sum of money on a car seat that has obvious issues. I say obvious issues because when researching this issue and looking at the BBB complaints there have been several for the exact same issue with the exact same reasoning from the company as to why it happened and refusal to make it right. Keep in mind we have 3 of these car seats (bought at different times) and only this one has been noted to have this issue. If it were truly an external factor, rodents, or user error then all 3 would have this issue. In my opinion I believe some of the car seats have a manufacturing defect and the company is refusing to admit or find correlation with the particular seats. Luckily we noticed the issue before our child was harmed due to the fraying. We just expected the company to stand behind their product and stop blaming user error, external factors, and rodents for what is obviously a known issues with some of these seats.

  Business Response

  Date: 03/10/2025

  Thank you for the opportunity to address your concerns. As the representative mentioned the plastic and metal components in contact with the strap have smooth and rounded edges and is also protected by the surrounding foam. The harness is also anchored so it does not move where it would rub on anything to cause friction. Based on the photos that were sent to us, there was food debris evident which will attract mice. It is not uncommon for a mouse to find a food source and continue to go back to that same spot, which is why you may not be seeing this damage on other seats.  We did offer a 50% discount on the seat to assist since this was not found to be a manufacturing variation of the product. You may call back in if you choose to accept the offer, otherwise, the seat should not be used with the harness. Once the child reaches the requirements to use the seat as a booster, without the harness, then you can continue to use the seat in that manner. 

   

  Respectfully, 

  ParentLink

   

  Customer Answer

  Date: 03/14/2025

  I do not find this satisfactory. As I have stated, there is no evidence of rodents. This is not a rodent issue, this is an issue with the car seat. It is a known issue with these seats and there is no recall because they push it aside stating it is due to “rodents” and not “their issue.” If it was a rodent issue it would not be a known issue amongst other car seats made by the same company, let alone have the tear in the same place. 

• Initial Complaint

  Date:02/19/2025

  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 contacted Evenflo on 2/11/25 via parent link. The harness of my 360 car seat had started to fray down below the baby’s bottom. They asked for certain pictures and asked some questions about the usage of the seat. I provided all information. They refuse to replace the seat or even offer a discount on another seat because they claim it is due to “external environmental factors”. Many people have had this same issue but Evenflo refuses to do anything about it. The seat has been used properly, never stored or removed from the car. The child doesn’t eat or drink in the seat. It was bought on November 23, 2023, for $299. I cannot use the seat any longer due to the harness being compromised. I just had to spend another $240 on a different seat.

  Business Response

  Date: 02/19/2025

  We apologize we are unable to provide a refund for the product. The warranty covers for replacement parts or product if within the 90 warranty period. We are happy to offer a 25% discount on the seat since it was purchased within 2 years ago. If you would like to accept this offer, please contact ParentLink Consumer Care at ************. 

   

  Thank you and have a great day!

  Customer Answer

  Date: 02/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  After doing research myself, this product has a defect in the way it is manufactured. The issue that I along with many others have had is not caused by external environmental factors. The offer of 25% off another seat, that will more than likely have the same problem, does not make up for the fact that I have now had to spend over $500 on two car seats for the same child within a year and 3 months. 
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/24/2025

  Thank you for your feedback. Regrettably, the only option that we have is the 25% discount that was offered. The damage has not been found to be any issue traceable to the design or manufacturing of the product. Variations in the products would appear in the first 90 days of use. In addition, the plastic and metal components in contact with the strap, have smooth and rounded edges and would not cause this type of fraying of the strap. In addition to our rigorous impact testing program, the straps on all Evenflo car seats meet or exceed the government's strength and abrasion resistance requirements.

  We apologize we are unable to meet your request. 

  Respectfully, 

  ParentLink

   

• Initial Complaint

  Date:02/18/2025

  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 purchased the Evenflo Revolve360 (2 seats actually) in July 2023. I installed the seat per manufacturer instructions and submitted for the warranty.
  In February 2025 I noticed fraying at the site of the chest clip buckle and upon removal of the seat cover, fraying near the seat harness slot as well. I contacted Evenflo and was told to submit pictures for their "investigation." Evenflo told me the fraying is from "external environmental factors" and that I can no longer use the seat. The seat cost me almost $400 and I haven't even been able to use it for 2 years when its supposed to last for ten. I have never had a car seat strap fray like this and don't understand what environmental factors could cause it. I have never seen a seat belt just start to tear like this!

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to address the consumer's concern. One
  issue we often see across all car seat brands is something called small
  animal damage. This is where rodents and other critters are attracted to
  small crumbs or food that falls between the seat and will enter the vehicle,
  oftentimes chewing into parts like straps. No one wants critters in their
  car, but kids and crumbs are par for the course! Although the damage was not found to be that of a manufacturing variation and 3 years past the date of manufacture, we have offered to assist the consumer with a new seat at a 50% discount to assist with the cost. We also advised that the seat can be used without the harness once the child meets the criteria to be used as a booster seat. Should the consumer choose to accept our offer, they are most welcome to reach back out to our ParentLink Team at ************. 

  Kind regards, 

  ParentLink

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  When I asked the representative to clarify what “environmental factors” would cause multiple tears in the seat belt, she did not respond other than to offer 50% off a new seat. I cannot afford to buy another Evenflo seat. This is the first I am hearing of them accusing me of having mice. I asked about getting a replacement strap. This was also ignored. They have replacement straps listed on their website for other seats but I could not find one for this seat. It’s a bit odd and concerning that this specific seat has complaints regarding the same tears in the belt all over the internet as I have found while trying to see if others have this issue, yet Evenflo is claiming that every person has mice. It’s a convenient answer that is unsubstantiated. Is the same mouse getting in all these cars and only chewing on Evenflo seats? I have multiple Graco seats that have no tears in the harness - is it something specific to Evenflo that the “mice” like? I do not have mice in my vehicle, nor have I ever. This is a quality issue with Evenflo. 

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

  Business Response

  Date: 02/18/2025

  Happy to explain a bit further: The straps on the Revolve are not replaceable as they are on some of our other seats due to the way the seat is designed. This issue is not isolated to the Revolve as we have seen competitor seats as well. The straps on the Revolve are fixed/anchored so they do not move in that area to cause friction or fraying. It is recommended with any car seat to inspect the seat before each use. We apologize we are unable to assist with a no charge replacement but happy that we were able to offer the 50% discount. 

  Kind regards, 

   

  ParentLink