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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:03/30/2023

    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 received a Britax B-Free stroller while I was pregnant. I took it out of the box, wheeled it on my smooth tile floor to make sure it all was good and put it away until the baby came. Once I had my baby, I used the stroller for the first time and realized on outside surfaces (sidewalks, grass, etc) it made a loud rattling noise and was VERY bumpy for my newborn. Since I was out of my return window, I contacted customer service and spoke with their warranty department through email. I explained what was going on, they took forever to write back, and when they did, they continued to ask for more pictures and videos. I submitted everything and their solution was to send a new front wheel. Once I received the new front wheel it did the exact same thing. They then told me there was nothing more they can do. I refused for this large company to brush my issue off like that and asked to speak to a supervisor. Once I finally heard back from a supervisor, ******, she requested to FaceTime me to see the issue. We did the FaceTime call and she saw first hand how terrible it was. She gave me an option to get a new stroller or a different stroller (even though I got the top of their line stroller). My whole house got sick shortly after our call so I wasnt able to get back to her right away. I emailed her the following week to follow up. She never responded. I recently sent ANOTHER email last week, and she hasnt responded still. Fast forward, my baby is 3.5 months (yes, that is how long this process has taken mainly due to her lack of responses). We have used just the stroller part now (versus w/the infant seat). And NOW I have a safety issue (which was stated in my email), as this stroller is back heavy and tips backwards. I am terrified to keep my baby in this stroller now without the weight of the infant seat. I want a refund and a response IMMEDIATELY. I have read other reviews that state she is known to just stop responding and I have no other contact for Britax.

    Customer Answer

    Date: 03/30/2023

    I have updated the name on the complaint. Thank you.

    Business Response

    Date: 04/03/2023

    We have communicated directly with the consumer and have resolved with a mutually agreed upon solution. We were communicating prior to this complaint submission. 

    Customer Answer

    Date: 04/07/2023

     
    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. 

  • Initial Complaint

    Date:12/20/2022

    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.
    We purchased 2 Britax travel systems on March 4, 2022. We have only been using them since our baby was born in October. We have been having trouble with the car seat latch not wanting to work properly. It is often getting stuck and not wanting to unlatch from the car seat base or the stroller. I have reached out to Britax twice now because it is past the return window; however, they have not responded to my messages. This is a safety concern and I believe it should be covered under warranty.

    Business Response

    Date: 12/27/2022

    We have been trying to contact the consumer since complaint date. We never received any correspondence from consumer prior to this complaint. We will continue attempting to communicate 

  • Initial Complaint

    Date:12/08/2022

    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.
    Called britax the week of 12-2-22 sent in the videos requested because the click tight door of our boulevard is not clicking shut, have owned several of these for several kids and have never had this issue. Emailed and spoke to customer service since sending those pictures and videos. Spoke to ********* on 12-6-22 and she had one of the techs review the video and the tech said they think the click tight door may be misaligned and she said they just needed one more picture with the click tight door open and as soon as they got that picture they would process a new car seat to be sent out asap, since we have now not been able to use it in over a week. So I sent that last picture expecting to get an email back saying they will be sending the new seat out, no email back so I called on 12-7-22 and spoke to someone else to ask when the new seat would go out and she said she needed a tec to review it on FaceTime now, our cells/FaceTime havent worked right since we were hit by a major hurricane. I was told one thing after many videos/pictures and then britax changes their mind and needs more and more. If britax cant stand by their word then I wont be buying anymore britax products. Ive bought britax for many years.

    Business Response

    Date: 12/12/2022

    Consumer resolution was in progress with product replacement issued prior to this submission. The consumer verified receipt of the replacement.  

  • Initial Complaint

    Date:11/16/2022

    Type:Product 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.
    Britax refusing to refund a returned part. I reached out to buy replacement parts. Britax charged me and sent me more parts than I asked for, so I returned them with their provided RMA. One month later and still no refund. I call every week and they say they are looking into it. First they claimed *** didnt deliver it even though the tracking number shows delivered weeks ago. Next they claim they found it, but need to check it in before they send me a refund. Its been a month of calls and e-mails.

    Business Response

    Date: 11/16/2022

    We have been in contact with this consumer and resolved the issue. 

    Customer Answer

    Date: 11/17/2022

     
    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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