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Business Profile

Baby Car Seats

Britax Child Safety, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Baby Car Seats.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/18/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Trying to claim the warranty for a replacement of the handle, everything was going great until the agent ghosted me after providing them with all the information they requested. Waited two weeks, no replacement arrived. Now I cannot get through to anyone. I have tried emailing multiple times for an update and I have tried calling their customer service line. They do not respond to any emails or new tickets *** opened up and They do not answer the phones and have not returned any of the voicemails Ive been forced to leave.

    Business Response

    Date: 06/23/2025

    Consumer has contacted and resolved. 

  • Initial Complaint

    Date:06/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Britax One4Life Slim car seats from a store in ** in March 2025. I have had problems with the car seats since purchasing. I went back to the store multiple times to make sure it was installed properly in the car and working, and they said it was. However, every time I use it, it is extremely difficult to tighten the harness, to the point where I've gotten rug burn on my hands from gripping the strap so tight in an effort to pull it. I contacted Britax multiple times, after weeks finally got through and was told to send photos and videos. I did, and it has been 2 weeks since I sent n the requested items and have not heard back. The automatic reply said I would hear back within 4 business days. I tried emailing and calling multiple times and have not gotten any response. My children sit in these car seats, and it is imperative that I am able to tighten the harness easily. It is highly irresponsible of the company to have such terrible customer service and ignore their cusotmers.

    Business Response

    Date: 06/23/2025

    Consumer has been contacted, and we are in the process of resolving to consumers satisfaction. 

    Customer Answer

    Date: 06/23/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 1/30/2025 I purchased a Britax Poplar S convertible car seat from the Britax website for $385.19. The car seat arrived on 2/5/2025 and I opened the box that same day and noted the car seat was damaged. The box if was shipped in was not damaged, so it seems the car seat left the company damaged. The adjustable headrest would not move into different positions. I submitted a claim on the Britax the website that night and then called the Britax customer service number on 2/6/2025. I emailed them pictures of the damage which they told me they were unable to view so I set up a call with a customer technician on 2/13/2025. ****** emailed me to let me know they would issue me a refund for the claim with the reference number *********** and the return label she sent me was RMA211902. I mailed the car seat back on 2/14/2025 by dropping it off at a *** store. The tracking number was 1Z69R1839098505267. The packaged was received by the Britax warehouse on 2/18/2025. I called customer service on 2/25/2025 and they confirmed the car seat had been received but said it could take up to 30 days to process. I have called customer service about 7 or 8 times requesting information on the status of my return but each time a customer service agent tells me that the finance team needs to approve the refund and that they have escalated it to a manager and a manager should be reaching out in ***** hours but I have yet to hear from a manager or receive my refund. Each time they tell me there is no manager available to speak to on the phone and that I need to wait for a manager to call me. I last called customer service on Friday March 28th and was told my claim was yet again being escalated to management. I would like my refund of $385.19.

    Business Response

    Date: 04/08/2025

    Our ************************************ have investigated and resolved this complaint with the consumer. Consumer has been notified, and a full refund has been processed.

  • Initial Complaint

    Date:10/06/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a a *** dualie stroller. This was THE splurge for our new baby. We had heard great things about the products and great things about customer service so I felt good making this purchase. Less than a year into use, the center of the stroller, started coming apart. I reached out via calling the customer service line. I could never get through. I submitted a form online on 8/28 and they emailed me later that day. I sent them all the requested information and they said they would like to move forward with my warranty claim on 9/04. Then it was crickets. I followed up on 9/18 and 10/03. I tried calling customer service again on 10/04 and was sent to voicemail where I left my information to get a call back. At this point I am very disappointed in both the product and customer service.

    Business Response

    Date: 10/14/2024

    Our Consumer Quality Services department has been in contact with the consumer and has resolved to her satisfaction. 

    Customer Answer

    Date: 10/14/2024

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. They have sent me a replacement fabrics and although I have not been able to install it yet, I am happy they have finally responded.



    Thank you. 

  • Initial Complaint

    Date:08/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    *** tried multiple contact methods to try to get a warranty/ replacement for my daughters Britax advocate car seat. The styrofoam is cracked an no longer safe to use. Britax had failed to answer any methods of contact including phone, voicemail, and email.

    Business Response

    Date: 08/01/2024

    The customer service department has been able to contact the consumer directly. Unfortunately, we were unable to locate records of the consumers previous attempts to contact us. A resolution has been presented that will satisfy the consumers complaint. 

    Customer Answer

    Date: 08/01/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased Britax ************* Car Seat with Alpine Base, ClickTight Technology. The restraint (seat) has an extreme amount of free-play in the base, such that the head area of the seat moves in the inches. By any amount of common sense this would create an unsafe situation. The baby would be accelerated and then abruptly stopped at the end of the free-play creating a snapping effect. Britax claims this is 'normal', but this is simply the least expensive answer in the short term. The product itself says "ClickTight Technology" yet the product has incredible amount of freeplay when clicked in.Product description:"Ride with peace of mind with the Britax *************** Car Seat. With ClickTight technology, youll install with confidence, every time."It's not tight at all, huge amount of free-play, and I have no confidence.I sent a video of the issue to Britax and they claim it is normal. Not only is this answer unsafe, it completely conflicts with their own marketing.

    Business Response

    Date: 08/07/2024

    We have been speaking with the consumer and will update shortly. 

  • Initial Complaint

    Date:06/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Do not purchase children's products from Britax. They are a company that refuses to stand behind the products they produce, even when they are defective and unsafe. I have purchased many car seats and strollers, as well as accessories in my over 12 years of being a mother. In 2017, my stroller was recalled due to it being UNSAFE. It took me months and many emails/calls to have my stroller replaced. Unfortunately, but the time it was replaced, but son was born disabled and was unable to use the stroller safely. Thus, the stroller remained in the box. I planned to have another child and thought I would save it to use with my next child. Well, that child didn't come for 5 additional years, due to the time and stress associated with caring for a disabled child. However, recently I decided to open the stroller to use with my 6 month old only to discover that one of the wheels was permanently locked and would not unlocked. I contacted Britax in hopes of trouble shooting this issue. After several emails and sending them tons of documentation, I was told that the frame was defective and they couldn't help because the warranty period had passed. I would need to pay $200 to purchase a new frame. They could clearly see from the video I sent them that this was a NEW stroller - the wheels were brand new. This wasn't a warranty issue. This was a defective product sent to me (a single stroller to replace my more expensive recalled double stroller by the way). I conversed back and forth with ****** several times and was met with rude, terse responses. They refuse to stand behind their defective products. There are many other wonderful stroller companies out there - chose another whose strollers/car seats are constantly recalled and who actually stand behind the products they produce!

    Business Response

    Date: 07/03/2024

    We have made several attempts through emails and phone calls to contact the consumer to discuss a resolution but have not been successful with a connection.  

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 new *** Duallie Stroller a few months back from ***** Baby. I registered the product with Britax when I received it for warranty purposes.Since I started using the stroller I noticed that it sags in the middle so my kids heads pull towards the middle so they are uncomfortable when sitting in it. Come to find out this is a common issue with these strollers.I reached out to Britax on 5/14/24. I spoke to a nice woman who sent over an email. I responded to the email with the requested information and pictures. Another email was sent to me saying I should hear back from them within 4 days. After 10 business days I reached out again but couldn't speak with anyone but I left a message. I called again a few days later and the same thing, unable to speak to anyone and another message was left. At that time I filled out a contact form and still never got a response. When I purchased a stroller for $700+ I never thought I wouldn't be able to use. I thought I was buying the best product I could buy. To not even get a response from this company is extremely disappointing.

    Business Response

    Date: 06/11/2024

    We have been in communications with the consumer since 5/14/2024. After several attempts to obtain electronic evidence of a claim submission on 5/15/2024 and 5/16/2024, consumer has gotten some of the needed electronic information to us on June 3rd at which time communications resumed and continues. We are hopeful that a resolution will be found shortly. 

  • Initial Complaint

    Date:12/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 issue with this company pertains to a stroller we purchased from them as the manufacturer. The stroller had an issue with the shocks which one of them fell off during use and created an unsafe situation for my child. The company britax was notified and they send me a new shock and told me to install it. I had no idea as a full time mother how to do it. After much time spent on videos on ******* with no help from britax I installed the shock. The stroller worked fine for a while then it would not open properly and gets stuck. This makes an unsafe situation for my self struggling with it at supermarkets and church as well as other places. It doesnt lock into place correctly either. For a $700 stroller I would expect it to be safe and function properly. I sent numerous emails to britax and they are no help. They told me Im opening the stroller wrong and sent me a you tube video from them on how to open and instructed to send a video to them showing me do exactly as the video. I did this exactly and they sent another email saying the video they sent was not correct and contradictory. They keep pushing me away and not helping me resolve this failing stroller issue. Im at a loss. The company keeps requesting videos of us using it and I have provided multiple videos. Im at a loss. Please please help

    Business Response

    Date: 12/12/2023

    We have spoken with the customer's husband and resolved to the consumers satisfaction. 

  • Initial Complaint

    Date:05/10/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 contacted this company weeks ago with SAFETY concerns if their car seat for my child. A bolt is coming out and I sent pictures. Not only did ***** respond for weeks and I had to write them again. The subpar response was yeah thats our car seat. I wrote back stating concerns again and asking for resolution and surprise, a week later *** heard nothing. I want contact, I want a britax supervisor only and I want this car seat fixed. If it fails my child after contacting them multiple times, there will be a serious and very public law suit against them.

    Business Response

    Date: 05/17/2023

    We have made several attempts to contact consumer with no success. We will continue attempting via email this week to contact consumer. 

    Customer Answer

    Date: 05/19/2023

     
    I am rejecting this response because: they dont maintain communication. They reached out to offer assistance and when concerns and pictures have yet again been sent its crickets. They are not communicating back. 

    Business Response

    Date: 05/24/2023

    We have finally connected and consumer agrees to connect via video call on Friday, with the hopes of arriving at a resolution.

    Customer Answer

    Date: 05/24/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

Britax Child Safety, Inc. is NOT a BBB Accredited Business.

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