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:06/04/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Nuna PIPA RX back in 2020 for my second ****** with the intention of using it again for my third. My son and I both loved the seat, but I noticed discoloration on the fabric from his sweating. I wasnt too concerned at the time because I had researched and saw that ***lacement seat fabrics were available for ************* forward to 2024, while expecting my third ***** I reached out to **** in January to order the ***lacement fabric. I was told it was on backorder and to call again in a few months. I followed up around May or Junestill on backorder. I called again in October and was told good news: more were being made, and I just needed to keep checking in to place the order once they became available.I explained that I had already been calling for months and that it didnt seem fair there was no waitlist or system to track recurring inquiriesbasically, no first-come, first-served system. I called again after giving birth in November, and again in January. That time, I was told it was finally in stockbut for some reason, I had to call back *again* because it was still in manufacturing. At this point, I had been told multiple times that a *** would contact me once it was fully available, and I was even given the total amount Id need to pay.Then in April, I followed up again via emailonly to be told it was out of stock *again*. How does this keep happening? How is it fair that Ive been following up for over a year and still cant order a simple ***lacement part?Its incredibly frustrating to invest in a premium car seat with fabric that stains easily and then not even be able to ***lace it. If I could return this whole thing and get my money back, I would. This has been a terrible experience.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Nuna has completely mismanaged the recall of their **** car seats. The **** car seat is an extremely expensive product that is marketed as a premium choice for comfort and safety. The recall pertains to essential safety features that could endanger the life of a child and yet Nuna has refused to accept returns or issue refunds for affected car seats. The remedy kit provided is not a guaranteed solution and does not remedy the product in kind to what was purchased. If **** cannot offer solutions to remedy products in kind, they should immediately offer refunds or replacements of impacted products. Car seats are an expensive NECESSITY for child safety and cannot be replaced easily. The lack of appropriate action is not acceptable.

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Nuna has an open recall on the current safety seat that my son uses everyday and they are offering a solution for the issue that is a replacement cover for the seat and cleaning kit. However they will not allow me to use my consumer warranty to get a new seat even though we are an affected seat and it is not listed as an exclusion on their own warranty policy. They are going against their own policy and have not been helpful in the situation sending the same emails over and over regardless of information sent to them. This is happening to many families.

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 convertible car seats made by ****, called the rava. Recently all ***** were recalled and the fix Nuna has provided is completely inadequate for rear-facing seats. It's nearly impossible to reach the button when the car seat is in the rear facing position and the company has said to extend the leg rest to Aid in this. However, doing so throws off the angle that the seat sits at on the car seat, creating a non-ideal strapped in seat position. The seat is also not as secure in the belt position with the leg rest out. Recommending the leg rest be out was only added once Nuna started building the seats with added fabric over the button in response to the anticipated recall coming. Now, the fix for the recalled units is sending the same fabric which covers the strap button. The issue with the seat that caused the recall is that crumbs or other small things were going into the strap button and causing the strap to not function. I emailed nuna and they were not helpful

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought the **** **** from ********* in 2023 with no issues, and current day is still under their 3 year warranty. In January 2025 I saw on social media (TikTok) there was a recall on the car seat due to crumbs getting into the lock device. I emailed Nuna and was told about the recall kit. A month later I finally received notification regarding the recall via letter from Nuna. Beginning of April I saw others via social media got their kits. I still had not. I emailed again and refilled out the form which included date of product made and the color of the car seat I had. A few days later I received the recall kit. This kit is the incorrect color, it came in grey and my car seat is black. The kit does not include the strap pads. So now I have a color I did not buy, and does not match the rest of the padding. I have reached out to Nuna customer service multiple times including **** their recall specialist saying there is nothing they can do. If I wanted a mismatched grey car seat I would have bought it. I bought black for a reason and spent 500+ on it. I expect to receive what I picked out and paid for.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 convertible car seat in the color black (caviar). In December Nuna Baby recalled the car seat I purchased. They sent out a recall notice in January that they would send parent a fix kit to repair the car seats themselves. We received a follow up letter in February that the kits were available, thinking we would be sent one surely since we were receiving the recall notices. The letter failed to inform that you had to apply for the kit and THEN one would would be sent. They also failed to inform the they only have select colors at a first come first serve basis. They did not send out colors that match each serial number. I received my fix kit which Im not even comfortable repairing myself in an incorrect color, and was told thats all thats available. I have called several times and am met with an automated recording that says to email the company then Im disconnected on the phone. I have emailed the company and am told they only have the kit available in one color. Which is not correct. I have spoken to other parents that have received the kit in the correct color that I requested, even thought they originally had a different color car seat. I am still under the two year warranty and I have had zero customer service. If I am unable to receive a replacement like I should when a product is recalled, I at least expect to receive the repairs in the same color I purchased.

  Customer Answer

  Date: 05/15/2025

  I have been in contact with them. They will not replace my seat that is still under warranty. They are still not willing to repair it in the same color as well. I told them I do not feel comfortable making the repairs myself to a safety item like a car seat and told them per their letter I received, I was told I have the option to mail it in to be fixed. They finally agreed to that and sent me a label to print. I had to request my own box to be mailed to me so I can properly mail it in for repairs. I do not feel this has been resolved. I would still like to wait for a response. 

• Initial Complaint

  Date:04/12/2025

  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.

  We previously owned 2 products by ****. We have both itesm registered with Nuna. The first item is the Nuna Pipa carseat. The cost was $300. The second item is the Nuna Travel Bag. The cost was $150. Both items were registered to thenproper correspondence within reasonable time of purchase and use. Per the website of Nuna, if your Nuna Pipa is registered and in the Nuna travel bag and gets damaged on a trip, the carseat receives an extended one year warranty. We traveled on 3/30/2025 and the car seat was damaged. We immediately reached out to ****. According to Nuna, we need to have receipt of purchase even though that is not stated anywhere. The travel bag was a gift when our son was born. They cannot find the bag receipt inctheir system. And they are not honoring their warranty process.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On March 19, 2024, I purchased the **** Rava car seat for approximately $550. I chose this specific model in grey because it is marketed as crash-tested and suitable for warmer climates key factors in my decision as a parent in ******* who takes car seat safety very seriously. I received a recall notice stating that food debris could interfere with the seat's locking mechanism, posing a potential safety risk to my child. As a remedy, **** provided a cleaning kit and a black replacement cover.When I asked multiple times if this new black cover had been crash-tested, the company repeatedly refused to answer. As a parent who prioritizes safety and only uses crash-tested car seats, this lack of transparency is both frustrating and ************* addition, the replacement cover is black not the original grey I purchased. The original seat had matching grey straps and padding; the new cover mismatches and gets significantly hotter in the ******* sun. This reduces comfort and undermines the purpose behind choosing a lighter color.I contacted the company requesting a proper replacement or to use my warranty. Despite being within the warranty period, my request was denied without sufficient ************** summarize:I paid for a crash-tested, climate-appropriate grey car seat.Due to a recall, I now have a mismatched, potentially untested product.**** refuses to confirm crash test status or provide an equivalent replacement.They also declined to honor the product warranty or offer a meaningful remedy.I am requesting:A crash-tested replacement that matches the original purchase, in safety and color.Or a full refund so I may purchase a safe, suitable car seat elsewhere.This is a serious matter involving child safety, consumer trust, and product integrity. Thank you for your attention.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2 ***** that are part of the very serious safety recall with one failing their test. I submitted requests for repair kits on 2/10. I emailed on 3/3 inquiring about the status of the delivery as my sister in law submitted hers the same day and the repair kit was received weeks ago. The response indicated repair kits were shipped and it should arrive in 5-10 business days. I followed up via email again on 3/20 since it still has not arrived. I was met with a generic response that it has not been shipped and they will provide tracking when it does if I would like. I responded asking for a real response to my inquiry about my case and was met with the exact same email. Calling them is futile as the system instructs customers to email instead and disconnects the line. I have over a thousand dollar worth of ***** that are unusable and they were the primary mode to transport my children safely and legally.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair 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.

  On 07/09/2022 I purchased a Nuna Rava car seat from ********* for$399.99. The car seat was installed in my car shortly thereafter where it remained until I removed it this past Friday secondary to the voluntarily recall. When removing the original cover of my rava, I discovered the impact safety foam on the headpiece was completely cracked down the middle on one side, rendering it unusable. I contacted Nuna about this and was told since my car seat was out of the 2 year warranty period nothing could be done and I should discontinue use. Essentially I will have to throw a $400 car seat away that I havent even used for 3 years. This is completely unacceptable. My car has never been in an accident, and the car seat has never left my car prior to me removing it due to the recall. Numerous other individuals have cited this same exact issue specifically with Nuna on online forums. This is clearly a manufacturer flaw and a huge safety concern. Had I not removed the cover due to the recall I would have never known the impact foam was compromised. How many other children are at risk in these car seats unbeknownst to their parents? I fear an innocent child may be severely hurt or worse in a car accident due to this companys negligence. I would like the issue to be corrected moving forward and I would like a refund so that I am able to purchase a new car seat for my daughter as the Nuna has been rendered unusable by the company.