ComplaintsforBest Kids Canada

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to seek assistance with a warranty claim issue concerning a purchase made from Best Kids Canada.We purchased an Upang Sterilizer from Best Kids Canada on Nov 23, 2021, which included a one-year warranty. Unfortunately, the sterilizer malfunctioned, prompting us to initiate a warranty claim through Best Kids Canada on Oct 31, 2022.Regrettably, since initiating the claim, there has been a persistent challenge in obtaining a resolution. Both Best Kids Canada and Upang Canada, the manufacturer, have been unresponsive and have not fulfilled their warranty obligations.Despite our efforts and a demand letter sent on Feb 26, 2024, seeking detailed explanations and remedies for the breach of warranty, both parties have refused to respond.In light of the unresolved nature of this matter, we would like to file a formal complaint and request assistance from the Better Business Bureau in facilitating a resolution.The primary demands we seek are:- Detailed explanations regarding the denial to fulfill warranty obligations from Oct 31, 2022, to Feb 26, 2024.- Remedies for the breach of warranty.We believe your intervention will help expedite a fair and equitable resolution to this issue. Your guidance and assistance in this matter are greatly appreciated.Thank you for your attention to this matter.

  Business response

  23/03/2024

  Dear Better Business Bureau,

  Sorry for the inconvenience! It is very unfortunate for one of our customers to face this kind of problem! We would like to start of with some clarifications. First of all, we, as Best Kids Canada, are sellers and are therefore not accountable for manufacturing. We are only responsible for the sales of our goods and do not provide after-sales maintenance services. We have already provided the customer, **************, with the after-sales phone number and email address of the Upang Canada brand. Given that we are only sellers, the customer needs to contact Upang **********************, the manufacturer, to solve the issue concerning their purchase. However, despite our guidance, the customer continuously refused to contact the brand, which resulted in a one year delay. Additionally, we have been helping the customer contact Upang ********************** without interruption, but even with their promise to repair and replace parts, the company has not solved the problem for the customer because the person in charge of Upang Canada resigned! As a result, we have been following up the problems between Upang Canada and the customer, **************. Later, after Upang ********************** finally solved the problem, they replied to the customer that a brand new product has been sent and has arrived at Best Kids Canada. Ever since, we have contacted the customer to pick up their new product! The attachment below contains the chat records of our contact with the Upang brand and the Chinese customer service to *************** wife, *****. Once again, our actions prove that it is our purpose to help customers solve their problems! We wish ************** and his wife the best of luck.
  
  Sincerely,
  Best Kids Canada

  Customer response

  26/03/2024

   
  Complaint: 21376882
  
  I am rejecting this response because you are providing misleading information here.

  Firstly, we have never refused to contact the manufacturer directly. As per our understanding, you initially informed us that you would reach out to the manufacturer to seek a solution. Secondly, I am uncertain about the means by which you have been "following up" on the issue, especially given that it has taken more than a year for the warranty to be fulfilled. This appears highly improbable. Thirdly, according to *****, their employee responsible for tracking shipments recently resigned, which resulted in the inability to provide detailed tracking information for previous shipments. This matter is unrelated to warranty obligations. Please stop blaming other parties involved in this incident and refrain from providing false information.

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

  Business response

  07/04/2024

  First and foremost, the warranty service is provided by manufacture, it is not provided by our store. Our store is just merely selling the goods. We do not provide any service over the warranty.
  The reason why we had slowly/delayed respond to the customer.Just simply we were getting slow/delayed reply from the manufacture/supplier by emails and phone calls. More importantly, we did our best to constantly contact the manufacturer/supplier to help this customer resolve the issue as soon as we could. 
  Lastly, the customer has already picked up the new device on March 25, 2024 at around 2:30pm PST. 

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