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:01/26/2023

  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 infant seat that is defective. I have made three attempts to contact their customer service and have not received any response.

  Business Response

  Date: 01/26/2023

  Hello ****,

  Thank you for contacting Summer Infant about your product.  We apologize that you did not receive any of our emails that we sent to you.  It is possible they went to your junk/spam folder.  Can you please check there, so we can further assist you with your warranty claim?

  We emailed you on January 6th, 2023 at 11:25am EST and again on January 18th, 2023 at 1:03pm EST.

  Please feel free to contact us at ************ if that is easier.

  We look forward to hearing from you,

  ******
  

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The emails that they are specifying in response to my emails were automatically generated emails that just said thank you for reaching out someone will be in contact with you shortly. They have neither tried to call nor expand beyond that automated email. I have went through multiple times and checked my spam folder as well as my inbox and there is no further communication from them. Instead of saying that you reached out to me how about just reach out to me now and resolve my issue. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 02/14/2023

  Hello ****,

  We see that we received an email from you on January 6th saying:

  Comments    We have a learn to sit three position floor seat that is having issues. When I assembled it one side will not lock into place. The other side works fine but the other one is unable to lock into place. The issue I'm having is with the product that I have registered under my account. Thank you for your help with this issue.

  We replied with:

  Hello,
  
  Thank you for contacting Summer Infant regarding your product.  We are sorry to hear you are having a problem with your Summer Infant product.
  
  We have a 90 day warranty for replacements of items with manufacture defects with a copy of proof of purchase (receipt, gift receipt, registry).  This warranty does not apply to damage from misuse, abuse, improper storage and handling, installation, accident, unauthorized repair, or alteration.
  
  To better assist you, may you please supply the following information:
  1.      Model Number Five digit number
  2.      Date Code Eight digit number beginning with a 1 or 2
  3.    Name of the retailer where the product was purchased.
  4.    About how long ago the product was purchased.
  5.    Age and gender of your child (this is for marketing purposes only and is optional.)
  6.    Your name, phone number, and complete mailing address (if different from what was provided below)
  7.    Please send a picture of the damaged item.
  8.    Please attach a copy of your receipt (will also accept baby registry, rewards statements, gift receipts.)
  
  We look forward to your response.
  
  Thank you,
  ******
  

  We received another email from you on January 18th:

  Comments:    This is my third message I have sent. I still have yet to receive a response from you. My next move is the better business bureau. I have a product that I purchased and it is defective. I would like someone to reply please. So far very poor customer service.

  We replied with:

  Hello,
  
  We have replied to your initial email on 1/6/2022 at 11:25 AM, with the case number ******. Please check your spam folder.
  
  We have a 90 day warranty for replacements of items with manufacture defects with a copy of proof of purchase (receipt, gift receipt, registry).  This warranty does not apply to damage from misuse, abuse, improper storage and handling, installation, accident, unauthorized repair, or alteration.
  
  To better assist you, may you please supply the following information:
  1.      Model Number Five digit number
  2.      Date Code Eight digit number beginning with a 1 or 2
  3.    Name of the retailer where the product was purchased.
  4.    About how long ago the product was purchased.
  5.    Age and gender of your child (this is for marketing purposes only and is optional.)
  6.    Your name, phone number, and complete mailing address (if different from what was provided below)
  7.    Please send a picture of the damaged item.
  8.    Please attach a copy of your receipt (will also accept baby registry, rewards statements, gift receipts.)
  
  We look forward to your response.
  
  Thank you,
  ******

  I'm sorry that you are not receiving our replies and that they are not in your junk or spam folders. We just sent you another email from ************************************** with the warranty information.

  Please reply back to that email, so we can further assist you.

   

  Thank you,

  ******

   

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  As I have previously stated those emails never made it to my inbox otherwise I would not have taken this route. At this point I am over this. It was a baby shower gift and I'll just throw it away and be sure to make everyone aware of my experience with your company and products. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:11/08/2022

  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 a Summer 3D Lite Stroller on 8/20/22. Less than 2 months later, while walking my baby in the stroller, the clip on one of the straps broke off and I am now unable to properly secure the strap. I contacted Summer to see if I could receive a replacement part or if there as another remedy since the stroller had been purchased less than 2 months earlier and there was a 90 day product warranty. I received a response about 2 weeks later, asking for additional information including photos, my receipt, the model number, etc. I provided all of the requested information and was subsequently told that they would send me a new stroller, but only if I cut up and destroyed my existing stroller and sent them proof that I did. Because this seemed like a strange request, I reviewed the product warranty to see if this was a condition of the warranty. The product warranty states: "If such a defect is discovered during the limited warranty period, Summer will, at our option, repair or replace the product at no cost to you. We require copy of the original purchase receipt and may require that the product be returned to us."I pointed out that the product warranty does not require the product to be destroyed and only states that they "may require that the product be returned to [them]." and stated that I would be happy to return the product if a shipping label was provided but did not feel comfortable destroying the stroller before receiving a replacement since that was not a condition of the warranty. The company stated their policy changed, to which I responded requesting the language of the product warranty at the time I purchased my stroller. The company has refused to provide any warranty language and has refused to replace the stroller unless I destroy the defective stroller. The company is failing to satisfy their product warranty as it is written. I would like a refund or replacement in accordance with the terms of the product warranty.