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:01/13/2025

  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'm very disappointed I reached out twice. I jad many concerns about the evenflo pivot xpand stroller plus extra seat. I purchased thinking it would be a great investment but its been a big head and disappointing item. The item started showing bad sign s of qulity amd function. The stoller gets stuck when open and closing and it's laop sided. The tires get stuck alot. The chairs get stuck when trying to take them off. Honestly all around this item is no good. The money spent on this item I would thought it would good qulity but it jas made things harder. I reached out with these concerns but never heard back. I wamted to exchange thinking maybe just the one I had but unfortunately the item no longer was in stock anywhere. I honestly would want my money back necuase this item is no good.

  Business Response

  Date: 01/13/2025

  Regrettably, we are not locating any records of communication from this consumer in our database regarding a Pivot travel system. It would be best if the consumer would first contact our team at 1-800-233-5921 so that a representative can have an opportunity to assist them. The consumer should provide the model number, date of manufacture, copy of the receipt or order number when they call. 

   

  Kind Regards, 

  ParentLink

• Initial Complaint

  Date:01/09/2025

  Type:Delivery 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.

  I ordered a car seat from Evenflo on 11/29. The label was created 11/30, yet it continues to sit in their warehouse unshipped. My order status on my Evenflo account says “fulfilled”, yet FedEx has not received the package according to their tracking. When I chatted with their online team, they told me they were experiencing high volume orders and it would ship soon. That was a month ago and the chat abruptly ended as cut off by the agent. Almost 2 months to ship is unacceptable with no communication to the customer.

  Business Response

  Date: 01/09/2025

  Thank you for the opportunity to assist. We apologize for the oversight that Fedex did not pick up the order for shipping and we have placed a new order to be sent. Please check your email for order confirmation and tracking information as soon as the product ships. 

   

  Thank you and have a nice day.

  Customer Answer

  Date: 01/09/2025

  
  
  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. As long as the package is actually received to me, this was satisfactory. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/03/2025

  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 accidentally placed an order when I was logged into my shop pay account. I couldn’t call on New Year’s Eve bcus they were closed. I finally got ahold of someone 1/2/2025 and they said I had 90 minutes to cancel an order . HOW IF I CANT GET AHOLD OF YOU ON A HOLIDAY. It’s CRAZY TO ME THAT THERES NOT EVEN AN OPTION TO CANCEL THE ORDER ON THE WEBSITE. they literally screw you over and are money hungry. The claimed they already fulfilled my order which is false bcus it still says unfulfilled on my even Flo account. I asked to talked to a supervisor and of course I got voicemail. Now I have 65$ in my account and 100$ bill due tomorrow and I’m gonna be negative. This should be ILLEGAL. how could I cancel on a holiday!!!!!!

  Business Response

  Date: 01/03/2025

  We regret to inform you that we are unable to cancel orders that have been inadvertently placed by customers on our website. Once an order is submitted, it is immediately processed and prepared for shipment at our warehouse, awaiting pickup by FedEx. Instructions for refusal of the delivery have been provided to the customer over the phone, and a refund will be issued upon receipt of the refused item. We sincerely apologize for any inconvenience this may have caused.

  Respectfully, 

  ParentLink Manager

   

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service 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 an evenflo travel system that proved to be faulty as it made a loud squeaking sound that could not be remedied by any common sense troubleshooting. Therefore I contacted Evenflo to review my options for a refund or replacement. On November 4th, I was offered, “a discount on a replacement item on a different product.” I therefore chose items from their website adding to the total cost of the faulty item. Upon submission of the replacement items, I was told they will not accommodate my request without an explanation. I’ve wasted a large sum of my time on this and I’m shocked by the awful customer service I’ve experienced. I did not want a replacement of the same item because after experiencing the issue, I discovered many other customers complained of the same problem, so I did not care to risk receiving the same issue.

  Business Response

  Date: 12/06/2024

  The product warranty on the purchase has since expired. Our agent did offer to replace the product as a courtesy and the consumer refused the offer. Evenflo then offered a discount on a different product and consumer requested us to send 3 different products that totaled the original purchase price. The courtesy offer was same product or different product at a discount as the product warranty has expired. The original offer still stands as written and will expire in 6 days as communicated with the consumer. 

  We apologize we are unable to accommodate the consumer's request. The solution we have offered is our common practice for products that are out of the warranty period.

  Respectfully, 

  ParentLink

   

   

  Customer Answer

  Date: 12/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I sent items totaling the amount of the defective product. What is the discounted price on a different item you’re speaking of? I did what was asked and received a response as that did not contain an explanation. The agent only said they would replace for the same item after I was originally told I could choose a different item. Due to no stock on many of your items, I did my best to choose items that totaled the amount of the replacement which was $255.99. I came just under that price with the items chosen. Please explain what I did wrong and how you’d like to resolve this matter. If only 1 item can replace it, then say that. I chose 3 since I was attempting to get to the total cost to replace the defective item. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 12/09/2024

  The consumer has since asked for a car seat replacement and we have agreed on a one time exception to assist. The original product will  need to be destroyed per the instructions that were emailed to the consumer. Since there was a quality issue complaint made on the product, it needs to be destroyed so that no one else can use it and a replacement product will be sent. 

   

  Thank you and have a nice day.

  Customer Answer

  Date: 12/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not have the product in my possession and the faulty item is a wheel, you’ve requested destroying items that are not part of the issue. I request that you send the replacement without the destruction of the car seat and removable stroller piece. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 12/09/2024

  Since the consumer will be receiving an entire equal value product replacement; then the entire product has to be destroyed. If the consumer does not have the stroller, then we can not assist with a replacement. 

   

  Respectfully, 

   

  ParentLink

• Initial Complaint

  Date:11/13/2024

  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.

  Company refuses to work with the customer, return was made and they went ghost mode.
  Item was returned to and received by evenflo. We will have no choice but to take this further if not refunded.

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to assist. We have researched our consumer database as well as our ordering database and could not locate any contact inquiry from this consumer nor does the order number that was provided pull up in our system. We ask that the consumer contact us directly at ************ so that we may have the opportunity to assist them directly.

   

  Kindest regards, 

  ParentLink

  Customer Answer

  Date: 11/14/2024

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

   

  It was purchased from your company, please contact Amazon to make the refund. It was purchased from your store. We need the refund and it’s been a months now. Contact them and make things right. We will have no other choice but to take this further with even Flo and Amazon. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:10/29/2024

  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 made an online purchase for a car seat/stroller in the amount of $499.05 on 10/1/24. On 10/4/24 I received a message saying my package was delivered. I was home all day. When I checked my front door the package was in fact not delivered. I sent an email to FedEx which was the company used for delivery and also to Evenflo stating that I did not receive this package. FedEx did respond saying they would investigate the missing package claim. There was no picture verification of the package at my front door (proof of delivery). A few days later I received an email from FedEx stating that they had exhausted their attempts to locate my package and I should contact EvenFlo. After making contact with EvenFlo I was told to respond by email with a picture of my front door which should include my house number which I provided with an hour. I was told that EvenFlo has to make a claim with FedEx for the missing package and the process could take up to 30 days. I tried to explain that this package was a gift for my unborn grand daughter and was time sensitive since the baby can not go home without a car seat. I said I would just like a refund and would shop somewhere else for this car seat. I ended up purchasing another car seat from another company while waiting for this issue to be resolved. Well today I received an email saying that the claim was denied through FedEx and I would not receive a refund for this purchase that I did not receive.

  Business Response

  Date: 10/29/2024

  We are sorry to hear the consumer did not receive the package. It appears that this would be the responsibility of the shipper as we did process, pick, and hand the order off to the shipper for delivery. Evenflo is not responsible for lost or stolen packages. Since the shipper did not show proof of delivery as far as a photo of the residence where the tracking shows it was delivered, then, they would be the party responsible for refunding the consumer. It would be in the consumer's best interest to contact the shipper once more and file a new claim with them. We regret we are unable to assist the consumer in this request. 

  Kind regards, 

   

  ParentLink

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service 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 placed online order 10/19/2024. I wanted to cancel immediately after. I was not aware the company was closed on the weekend. There was no options online to cancel said order. I called 2 times on Monday 10/21/2024 to cancel. Both times they said they sent to a manager for cancellation and I would hear from them within an hour. I get an email saying it was shipped. Now to send back they want me to pay shipping. I believe since I tried several times to cancel with no response, they should pay for the return shipping charges.

  Business Response

  Date: 10/22/2024

  Thank you for the opportunity to assist. Typically, it would be the consumer's responsibility to ship an order back that was decided not needed and not for a quality issue. We will have the representative request a return label through Fedex. Please be sure to look for the label in all of your email folders, include spam and junk. At that time, you can then follow the directions for the return and once the product has been received back at our facility, we will refund the original purchase method in full. 

   

  Thank you and have a nice day, 

   

  ParentLink Manager

• Initial Complaint

  Date:10/15/2024

  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.

  We bought 2 car seats and they both ended up being faulty. After weeks of communication with evenflo they ended up replacing them but with cheaper models. We agreed on getting a refund of $168. It’s been over a month since I’ve sent them the required documentation and no one is responding to my messages. They owe us $168 but won’t answer us.

  Business Response

  Date: 10/15/2024

  Thank you for the opportunity to assist you. We have been having some issues receiving consumer emails through our system. We have everything we need to process your request for the refund, which will be mailed from Ohio next week. We apologize for the delay in responding and processing your refund. 

   

  Thank you and have a nice day. 

   

  ParentLink Manager

  Customer Answer

  Date: 10/15/2024

  
  
  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:10/14/2024

  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.

  The foam head rest in my child's car seat broke. I contacted Evenflo back in May for a replacement part. They said they would send me one within six weeks. I have still not recieved the replacement part and there is no update available for me. This car seat was expensive and I've not been able to use it in months. Times are hard and we don't have extra money to just go out and buy a new one. I offered to buy the part but they said they don't have them in stock for purchase. There is no transparency. They can't even tell me if they will get them back in stick or why they're out of stock. Is it that this car seat is defective and should be recalled?! Are they not safe for children? Parents deserve to know.

  Business Response

  Date: 10/14/2024

  Thank you for the opportunity to assist you. It appears the consumer was told that we do not have the part available, yet the representative was not aware that we just received inventory. An order has been placed for the foam and an order confirmation will be sent to the consumer. Also, if the foam is cracked, it can still be used safely as the foam will still absorb energy if involved in an accident. 

   

  Best, 

   

  ParentLink Manager

  Customer Answer

  Date: 10/24/2024

  I'm so sorry I didn't see i needed a response. Yes, they contacted me right away and I had the part within a couple days. Thank you very much for your assistance with this matter.

• Initial Complaint

  Date:09/24/2024

  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.

  Order Number: ******************* (ordered from Amazon last year in October)
  Model Number: ********** Evenflo Car seat, Revolve 360 Slim
  
  I have submitted attachments of the correspondence (really, a lack thereof) with Evenflo. I called the customer service line, which had an astronomical wait, that requested I reach out via the parent link. I did so, and e-mailed them with the comment above. Nearly two weeks goes by, while I have no car seat or answers as to how my $400 car seat managed to have material that was so flammable that it started smoking in the parking lot while we shopped. I stressed that this was a safety concern, as it was in the middle of a heatwave and others are out driving with this seat, and that I expected a quick response given their mission statement is to "deliver thoughtful designs, product quality, safety, and lasting comfort", and that "From short-term to long-term needs, we are here to help find a solution so all children can travel safely" which is why I choose the brand I did to begin with.
  
  It is unacceptable to pay half a thousand dollars from a company that advertises and "prides" themselves with their top priority as safety, and that they test their car seats at twice the Federal Crash Test Standard. They also continually improve their products to distribute crash forces away from children, when they should be worried about the material of their products and how flammable they are. I want no contact with Evenflo, please. I have tried all avenues with them, and they continue to close my claim without a call, letter, or e-mail. I have turned to the BBB in hopes to have my voice heard. I just want to drive with my kid in a car seat I know won't catch fire if we're parked at a light for too long, and I want proof that the material is safe. They can't even give me a page number in the user manual that explains the dangers of direct sunlight exposure. Something is not right here BBB! Please help us!

  Business Response

  Date: 10/01/2024

  Evenflo is experiencing a high volume of consumer inquiries due to our peak season.  As a result, our response time to consumers has been delayed.  Evenflo's phone recording gives the approximate hold time and offers a call back option if preferred by the consumer. 

  Contact was made with this consumer to gather additional information, and various photographs were provided for an engineering review.  While there were too many unknowns to definitively conclude what caused the damage to the car seat cover, Evenflo engineers believe that a reflection from an adjacent building or vehicle was likely the source of a focused light which intensified the light energy.  Soft goods sold in the U.S. must meet FMVSS 302 requirements for flammability.  This requires that all materials in a vehicle's interior meet a burn rate requirement or self-extinguish. The photograph of the car seat cover provided by this consumer clearly shows that the material self-extinguished the burn as required by FMVSS 302.  

  The photographs provided by this consumer also showed several empty single-use water bottles on the floor near the car seat.  Evenflo cautioned this consumer about these because of the potential to cause light to focus in a manner that could cause similar damage to contents inside her vehicle.

  Although the Evenflo car seat did its job, a complimentary replacement car seat cover was offered to the consumer to replace the damaged one.  The consumer has not accepted this offer.

  Respectfully,

  Evenflo Product Claims Manager