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:09/20/2024

  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.

  Hello:
  
  Yes, Evenflo sent a new carseat and advised me to destroy the old seat.

  
  Thank you,

  
  *** 

  Business Response

  Date: 09/20/2024

  Thank you for the opportunity to assist you and we apologize you have not received further communication from a member of our team. We will be happy to replace the seat for you. Please check your email momentarily for a response to your original case with instructions on the seat replacement. 

   

  Best, 

   

  ParentLink

• Initial Complaint

  Date:09/04/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I'm trying to get a resolution and now I'm being told to take apart the whole product and cut it at various places. I certainly don't have the time to do so and submit those pictures as I have a newborn to take care of.
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 09/09/2024

  Consumer has been in contact with an Evenflo representative on 9/4/2024 and is being assisted per the consumer request. 

   

  Thank you and have a nice day.

  Business Response

  Date: 09/09/2024

  Typically to receive a refund, the entire product would need to be returned first. Evenflo is willing to have the consumer destroy the product and send photos versus shipping the product back as this is the fastest means and at no cost to the consumer. The product will need to be destroyed and photos sent to us per the conversation they had with the representative. 

   

  Best, 

  ParentLink

  Customer Answer

  Date: 11/01/2024

  Consumer’s Duplicate Complaint:
  Hi,  Order#****** After numerous reach out and abusive customer service I received from Parent Link I will be filing a complaint with Better business bureau again and filing a petition on this with small claims court. I have provided whatever was requested of ParentLink Customer support and the refund still hasn't been processed to me after 2 months now. I tried approaching and resolving with the business at every step possible even requesting a manager but never got a response back from the manager after leaving multiple voicemails. This concludes the opportunities I provided to ParentLink/EvenFlo. I also would like to add that making me destroy the product was a huge environmental waste and rather could have been donated to a family in need. This shows lack of care and ignorance from the EvenFlo team.  Thanks,
  

  Consumer’s Desired Resolution:
  Refund
  

  
  

  Business Response

  Date: 11/01/2024

  The consumer's initial inquiry to us was that the product was received in a damaged carton and the product was not functioning properly. We advised the consumer that we will refund the purchase price once they provided photo proof that the product was destroyed as instructed in an email to the consumer. We received photos that did not contain proof that the product had been destroyed as instructed. See attached. 

  A supervisor did reach out to the consumer via email and advised pictures were not satisfactory and requested they be sent to her business email. No new pictures have been received to date. 

  If a consumer makes a complaint on a product and is requesting a refund, it is required that the product either be returned or destroyed so that the product is out of the field and cannot be used by any other consumer. 

  We will be happy to provide the consumer with the refund as soon as the product has been destroyed (with proof of photos) or they can return at their own expense. 

   

  Kindest regards, 

  ParentLink

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had sent the relevant pictures of the destroyed product to both the emails provided to me. It is out my scope or expertise to determine why the pictures are arriving blur on Parentlink/Evenflo's end which they would need to resolve with IT department of their own. I have recorded calls of getting confirmation from Parentlink support that the pictures are received so them requesting now to take new pictures and send would not be possible as I have disposed of the product after destroying it and documenting as requested.  I have requested for the support team to provide an alternative method to provide the images but they have refused to do so. I have also called multiple times and requested to speak with a manager (****) who after leaving multiple voicemails have still not returned my calls to discuss this further. I had also not received any communication of pictures being blur after sending them to ParentLink/Evenflo within a timely manner and nothing was provided for me to revert back and take new pictures with a week or two of providing the images up until I had called. This issue is on-going for 2 month now and after doing everything as requested by the Evenflo/Parentlink team I still have not being issued a refund. Withholding refund after destroying the product is illegal according to FTC and Texas Law. I had called in again today on 11/1 and requested to speak with Supervisor **** but still no response back as customer service abruptly drops the calls. I also have seen numerous complaints of this pattern of holding refund on many complaints for Evenflo by different customers. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 11/04/2024

  The only correct photos we received were those of the damaged box when the product arrived. We have not received proof of product destroyed as requested. If the consumer is unable to provide the photos, we will be happy to make an exception and send a pre-paid return label for the damaged product. Once the product has been received, we will refund accordingly. 

  Kind regards,

   

  ParentLink

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The return label should have been sent immediately when I had shared the pictures of the damaged box and product. NOT after the company asked to destroy the product which eventually was then trashed since there wasn't enough space to store a cut up stroller as the company requested. I took pictures before trashing it and shared with Evenflo. If the pictures weren't clear then the company should have reached out or informed me in a timely manner but didn't respond back at all up until I had called to inquire why I still haven't recieved a refund.

   

  This demonstrates that the intention of Parentlink/Evenflo was to create a hectic situation where a refund could be denied and upon researching they have similar complaints raised here on BBB for same practice they did with other customers. This prompts a legal response and Evenflo is holding back refund after making customer destroy the product.

  If Evenflo/Parentlink has any communication that was sent to me inregards to not recieving a picture then they should share it here. I have a verbal confirmation recording of one of the customer rep at Evenflo/Parentlink confirming they have recieved the picture.

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

• Initial Complaint

  Date:09/03/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because on numerous occasions FedEx has delivered packages to the wrong address and then returned and gotten them. I also have a ring camera and the delivery is not even recorded on there. 25% off is laughable when I already paid over 300$ for a car seat that was never received. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 09/09/2024

  Consumer contacted Evenflo on 8/13 to mention that she did not receive the order she placed with us. She stated she filed a claim with the shipper, and filed a police report. Consumer also provided a photo of her door, which matches where the shipper delivered the package, therefore; the shipper also denied the claim. Evenflo is not responsible for lost or stolen packages as we are not the shipper. Although it is not the manufacturer's responsibility for the delivery of the order, an Evenflo representative attempted to assist the consumer with a discount on a new order. 

  Regrettably, Evenflo would not be able to assist further with this request. 

   

  Best,

  ParentLink

   

  Business Response

  Date: 09/09/2024

  Evenflo picked, packed and put the order into the hands of the shipper. Evenflo is not responsible for lost or stolen packages. Regrettably, there isn't anything we can do further to assist the consumer. They are welcome to contact the shipper once again if they choose. 

   

  Customer Answer

  Date: 09/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have tried to call evenflo at least 200 times and every time it says that their call center is not accepting calls at this time. 
  It’s very frustrating that they seem to be blaming me for not receiving my order. I will definitely be contacting FedEx yet again. But this does not resolve the situation. I need assistance because my order was never received. My daughter needs the car seat we ordered and it has been over a month of dealing with this problem and the worst customer service I have ever experienced in my life. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:08/01/2024

  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.

  I have been trying to contact Evenflo because my child’s 360 car seat has quit locking in place. I have done everything it says to do online to fix it and nothing is working. I am very concerned bc this is the only car seat I have and can afford at the moment and it is not safe for him. Please help!!!

  Business Response

  Date: 08/01/2024

  We are sorry to hear you are having difficulty with your product and are more than happy to assist. Please reach out to us at ************ or email at **********************. Representatives are available to assist quickly by phone. 

  We were unable to locate any prior outreach from this consumer in our database. 

   

  Best, 

   

  ParentLink

• Initial Complaint

  Date:07/31/2024

  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.

  Yes, hello, thank you for reaching out. I couldn't log into my account as the emails kept asking me to do. But yes, Evenflo has reached out to me so I appreciate it.
  

  
  

  Sincerely,

  ****

  Business Response

  Date: 07/31/2024

  We apologize for the frustration of trying to receive assistance. We have reached our peak season which is causing a delay in receiving email responses. The phone lines are open and agents are available to take your call to assist. There were no details regarding the issues the consumer was having in the original email we received. If the consumer would also like to reply to that email explaining the issues they are having or a short video, we will be happy to see if we can assist through that channel. 

   

  Thank you and have a nice day.

   

   

• Initial Complaint

  Date:07/26/2024

  Type:Customer Service 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.

  
  
  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.
  

  Evenflo needs to correct how their service cases are handled. If an employee leaves the company, I should not have to reach out to a third party like the Better Business Bureau to get a resolution on my case. Especially since this is a time sensitive matter that could affect my warranty. I also had to retain the old product for many weeks that cluttered my house. Customer service needs huge changes. I am pleased there is a resolution, but I am not impressed with Evenflo.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 07/26/2024

  We have recently replied to consumer's email request and have advised the original representative she was communicating with is no longer with the company and we have everything we need to close her case. She may dispose of her original product. 

   

  We apologize for the delayed reply, have a nice day!

• Initial Complaint

  Date:07/25/2024

  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.

  
  
  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,
  
  
  
  ***** *******

  Business Response

  Date: 07/26/2024

  We apologize your email had not yet been responded to. We have reached our peak season so emails are taking a little bit longer to respond. We apologize for the inconvenience and have since responded to your email inquiry. Please check your spam/junk folders for a response. If you have additional questions, feel free to reach out to us at ************* Thank you and have a nice day.

• Initial Complaint

  Date:07/23/2024

  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.

  Yes, it was resolved and they gave us a refund. Thank you so much for your help!!! We are appreciative. 

  Business Response

  Date: 07/23/2024

  Hello,

  We have recently credited the consumer's account in full. She should see the credit within the next 48-72 business hours. Please advise her to check her email including spam/junk folders for our instructions on how to destroy her product rather than returning it. We apologize for the inconvenience. 

   

  Have a great day!

• Initial Complaint

  Date:07/15/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the company never responds back I have since responded to their email and haven’t gotten a reply. The companies phone is always down; I wait on hold for an hour then all of a sudden the phones are down even though it’s within business hours. This has been an ongoing issue since June, and plenty other customers have complained on their socials as well. When I get the replacement part to my home I will then consider it settled.
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 07/16/2024

  We apologize for the delay in replying to her request. The agent that she has been communicating with has been out of the office. We have since replied to her email stating we have a replacement part that can be sent but need more video in regards to the buckle issue she is experiencing. She should have received an email from us within the last few minutes. We will proceed to assist as soon as the video has been received. 

   

  Thank you and have a nice day.

  Business Response

  Date: 07/17/2024

  The order has been placed for the replacement part needed. We also replied to your email yesterday (please check spam/junk folders) requesting a video of the issue with the buckle. Please reply to the representative that is handling your case. 

   

  Thank you and have a nice day.

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I also have replied back. I will consider this settled once the part arrives and I see it’s the correct one and the car seat base works. I do not trust the company after several phone call attempts and emails being left un replied. Also the statement that contact didn’t begin until 7/15/2024 is false I have email proof that my first email was sent 06/25/2024
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:07/12/2024

  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.

  Huge safety issue! My car seat isn't staying locked in rotating on the 360. Been trying to contact them for a month no reply. I'm really disappointed they they are making themselves so hard to get a hold of when this was our extra car seat we hardly ever used, so I know it's not due to wear and tear. I love the one we have that works, but the fact Evenflo has made themselves impossible to get a hold of to trouble shoot our issue I am very unhappy and am not sure I'll be buying them for my next baby. A car seat not working properly is a safety issue and they need to take it seriously instead of making themselves impossible to get a hold of. I won't be trusting them again for our crseat safety at this rate.

  Business Response

  Date: 07/15/2024

  We apologize you have not been successful with reaching a member of our team as we have reached our peak season and hold times are a bit higher. With your permission, we would like to provide a member of our team your phone number so that they can reach out and assist you.  Please advise and we will be happy to have a representative reach out to you for assistance.