ComplaintsforBaby Trend, Inc.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a safety malfunction with the baby double stroller

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding a defective product purchased from BabyTrend, the stroller car seat combo. Despite my efforts to resolve the issue with the company directly, I have encountered significant challenges and have not received a satisfactory solution. I recently purchased the aforementioned product from Amazon last month. Unfortunately, I have encountered a significant problem with the infant car seat straps, which renders the product unsafe for use.Upon discovering the issue, I promptly contacted Baby Trend's customer service department and provided detailed information regarding the problem. Additionally, I sent video evidence demonstrating the issue, showcasing attempts to pull the infant car seat straps from both the front and back angles. Despite this, the company has failed to acknowledge the severity of the issue or provide a viable solution.As a result, I am unable to safely transport my baby to her medical appointments, which is particularly concerning given her growing size and the necessity to adjust the straps accordingly.I believe the problem lies with the clip for the straps, and it is imperative that BabyTrend addresses this matter promptly to ensure the safety of its customers. Despite my repeated attempts to seek assistance from the company, I have not received adequate support or a resolution.I am reaching out to the Better Business Bureau in the hopes of resolving this matter swiftly and effectively. I kindly request your assistance in facilitating communication between myself and BabyTrend to ensure that this issue is addressed in a timely manner.Attached you will find documentation supporting my complaint, including correspondence with Baby Trend and video evidence of the defective product.I appreciate your attention to this matter and look forward to a prompt resolution.Thank you for your assistance.Sincerely, *************************

  Business response

  05/30/2024

  A resolution has been provided for the issue and we are offering a refund for the car seat. Details regarding how to processed were emailed  on 5/23 to the consumer to move forward with the resolution. 

  Customer response

  05/30/2024

  I am rejecting the response provided by the business regarding my complaint. The business has offered only a partial refund of $93.49 for a product that is unquestionably unsafe and defective.
  Given the severity of the issue and the potential risks involved, I find it unacceptable to receive anything less than a full refund. If the business cannot provide a replacement product that meets the necessary safety standards, I insist on a complete refund.
  I appreciate your attention to this matter and kindly request your assistance in ensuring a fair resolution.
  
  Kind Regards, 

  ************************;

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The carseat handle jams and keeps getting stuck in the open or shut position. I tried contacting the manufacturer directly and sent them all the videos, pictures, and information they requested. However they have not responded to any calls or emails since March 21st.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a car seat for my son in October 2023. The anchor system started to get mess up less then 6 months so I filed warranty claim since it has a year warranty. I contacted by Email with video proof on how the anchor system is not working. I also called the customer service and the representative that was helping me was extremely rude and didnt car the safety of my kid. I explain to her that I went to the local police station for them to help me put on the car seat but they we not able make the anchor system work. Im extremely disappointed we bought this product because we seen it had a year warranty in case of anything happen, and felt this extra protection always great to have especially for our son, but sadly the warranty is not covering anything to get replacement parts or replacement due to safety reasons. Im looking help to get this fixed as soon as possible due to us going on a trip soon. This is extremely disappointing less the 6 months and the car seat is already messed up. Car seats are not cheap, and just wanting either a replacement or replacement of the part to be able to use the anchor system.

  Business response

  04/03/2024

  To whom it may concern:

  Baby Tender is a child care center not a seller of car seats.  If you will notice the pictures that you sent were of a Car Seat receipt was from Baby Trend in ************.  I am located in *************, **. If you have any further questions contact me at **********.  

  Thank you

  *******************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There's issues with their stroller and instead of replacing it because it's under warranty they want to charge me $65 just to replace the front end alignment issue and the tray and they want to charge $20 for shipping they've done bump their heads... The front end alignment is messed up which caused my daughter and I to fall getting off a public transit bus almost hurting ourselves seriously! Secondly when I called they don't want to do anything about it. I won't recommend their products to anyone if they won't take care of the issues with their products

  Business response

  12/27/2023

  Unfortunately, we are unable to locate any details regarding this consumer's claim. Recommend consumer to contact our Customer Support at ************** for further assistance. Details about warranty coverage, visit, www.babytrend.com / support

  Customer response

  12/27/2023

   I am rejecting this response because:
  
  When I called about it I was told I would have to pay to replace the front end alignment issue pay for the tray to be replaced and pay $20 for shipping I was going to be paying like $65 or more. This was a gift for my child for baby shower.... I shouldn't have to pay for something that's under a warranty

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In May of 2023 I paid roughly ****** to baby trend for a stroller and car seat combo. The stroller folds improperly and is unusable for my daughter. I have since contacted baby trend for a replacement multiple times. Three to be exact...using two different emails. ***************************** has been the representative all three times. Please see the attached Gmail correspondence. You will see she is repetitive in asking questions and refuses to resolve the issue or respond to emails. I need a replacement stroller.

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought the babytrend wagon plus wagon in April of 2023. I wanted a wonderfold but that was out of my budget. It's been great until a month ago and now I can't collapse it. It isn't stuck on anything and I've had multiple people look at it. I use it maybe once a week at ************** or the park. I emailed babytrend and they took forever to get back. They asked for more details than a doctor does. Healthy weight age of my son and anyone else that rides in the wagon. How often I use it and where, has it been hit or dropped with a video of the problem. Every email it's a new question I have to answer. I tried calling and they weren't friendly and had me on hold forever so I hung up. I sent the video of me trying to collapse it for 5 minutes but apparently that isn't enough detail. I guess I need to hire a professional to videotape the issue since they can't see me pushing nonstop and the wagon doesn't collapse. Save your money and splurge on a better brand.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a stroller for my grandson at ****** in ************, ** back in April of 2023. The cargo area was torn BUT THE INSTRUCTIONS INFORMED THE CONSUMER NOT TO RETURN THE STROLLER TO THE STORE BUT TO CALL THE COMPANY. I called the company & was told to send by email; my receipt and photos of the stroller which I did immediately. I called 3 times because I was informed that the part was out of stock & when it came in, I WOULD RECEIVE THE part. I never received the part. I called again the other day & was told to DESTROY NTHE STROLLER, take pictures, then receive a refund. THE STROLLER WAS NEVER FIT FOR NORMAL USE & NO ONE EVER GOT BACK TO ME AFTER 5 MONTHS! I asked the customer service person, "*******": What shall I use in the meantime WAITING FOR THIS REFUND! I asked to destroy the stroller once I received the refund of the item that is a NECESSITY for me. I also asked to receive a replacement for a PRODUCT THAT WAS NEVER READY FOR NORMAL USE & WAS DENIED. I EITHER WANT A NEW STROLLER OR MY MONEY BACK. I HAVE NEVER PURCHASED AN ITEM< FOLLOWED DIRECTIONS AND WAS IGNORED FOR ALMOST ^ MONTHS USING A BAG ON MY SHOULDER TO TRANSPORT MY ************** NECESSITIES! I AM IRATE & WANT THIS FORMAL COMPLAINT PROCESSED>

  Business response

  09/27/2023

  We understand the customer's request however due to inventory the option to backorder was not available. The alternative to refund the item was provided due to replacement part unavailability. We are currently waiting to hear back from the consumer to follow the process to receive a refund for their product. If there are any questions or concerns, contact us at ************** or email us at *****************************

  Customer response

  09/27/2023

   I am rejecting this response because:  THEY WANT ME TO DESTROY THE STROLLER & THEY WILL GIVE ME A REFUND BUT I DONT HAVE ANYTHING TO USE IN THE MEANTIME!!!! WHY CANT THEY ALLOW ME TO DESTROY THE STROLLER WHEN I RECEIVE THE REFUND SO THAT I CAN HAVE TRANSPORTATION FOR MY GRANDBABY WHO IS 11 MONTHS OLD & DOES NOT WALK YET? WHAT SHALL I USE IN THE MEANTIME? WHERE IS A REPLACEMENT FOR THEIR ERROR THAT IS OUT OF MY CONTROL? THIS IS REDICULOUS!!!! I AM A CONSUMER & HAVE BEEN INCONVENIENCED FOR SEVERAL MONTHS!
  
  
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A Baby Trend back pack that we had purchased several years ago was recalled. I contacted the company and spoke to *******************************, they stated a refund of $50 was provided if the back pack was returned to them. I shipped the back pack back to them and it was delivered August 9, 2023 ****** tracking ************). Since then I have not received the refund or any correspondence even though I have made multiple attempts to contact them. There is never any answer to my e-mails or phone calls to customer service. I have included the Email correspondence via the upload.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I received the baby trend pack and play for a gift at my baby-shower back in may. It was purchased for $180. Upon opening the gift that was purchased from target, there were several missing parts, like the changing table and storage bag. All items were listed on the box that were supposed to be in there. I called several times and emailed Darlene. After taking almost 5 days to respond, she finally said they placed an order for missing parts that would take 14 business days to receive. That was on June 22, 2023. It is now July 18, 2023 and I have still not received anything.

*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. ↩