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:04/21/2025

  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 have been in continuous contact via email and telephone regarding my Cradlewise I was gifted at my baby shower a few months ago. I let them know all of the issues and malfunctioning that was happening and how its basically useless at this point. Being registered under warranty and it being covered under the extra paid for protection plan, I filed my warranty claim, in which I have been doing troubleshooting with them via phone and over a course of a week, trying new adapters, replacing parts, etc, I was told to reach out and just get a replacement. This is what I did, and in response, I sent all that was requested of me.. they tried stating my number was not in service (but it is, they just didnt attempt to call.) my baby had no usable crib and being this crib costs people that gifted it to me over $2,000 plus having warranty and following all appropriate steps, Id think Id have a new crib for my baby by now. Nope, just endless hassle, want to speak further, and avoid honoring any warranty or extra paid for coverage. Id like for them to replace my crib immediately, as right now not only is it not useable but is a safety risk! Ive found many others to be running into this same issue, and Id think they would be more of a reputable company and honor warranties; PLUS the paid for coverage. I need a new crib asap! Have all emails and pictures but it wont allow me to upload here but more than happy to share all phone calls, length of phone calls, emails and pictures.

  Business Response

  Date: 04/23/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the frustration you've experienced with your Cradlewise crib and the warranty service process.
  
  We take all customer concerns seriously, especially when they involve a product for your baby. Our records show that we have attempted to resolve this issue through multiple channels, including email correspondence and phone calls. Unfortunately, we have been unable to verify your warranty coverage due to missing order information that is required for processing replacement parts or a full unit replacement.
  
  Specifically, we need your complete order number and purchase details to confirm warranty eligibility. The screenshot you provided shows items in your order but does not include the verification details our system requires to process warranty claims.
  
  We have made several attempts to contact you by phone without success. When we call the number provided, we are unable to reach you. We've also requested confirmation of your current phone number via email.
  To resolve this matter as quickly as possible, please:
  Provide your complete order number and purchase verification
  Confirm your current phone number where we can reach you
  Arrange a specific time when we can call to discuss your case
  
  Once we receive this information, we can confirm if your crib is covered under warranty and proceed with offering the solutions available. If you are not able to provide the necessary details we can continue to troubleshoot but please note the cost of any replacement parts needed would be your responsibility if we cannot verify warranty coverage. 
  
  We are committed to honoring all valid warranty claims and providing excellent customer service. Please contact our customer support team at the most recent message sent to you with the requested information so we can expedite your case.
  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23229726
  
  I am rejecting this response because:

   

  wont let me type out explanations or add pictures. Emailed to email on file for case with pertinent information and supporting documents 

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

  Business Response

  Date: 04/24/2025

  I am sorry for the confusion. 

  In the images you have shared there is an order confirmation that does not include the order number or purchaser information. This information is needed to verify the warranty. 
  
  The other order confirmation you have shared is for order ***** - this order is pending payment based on the PaySquad payment method selected. It has 3 days from the date of ordering to be fully funded by your paysquad and if this happens, it is set to be shipped by June 23, 2025. The items in that order are not fulfilled and the warranty ordered does not qualify for the crib that you have in your possession. 
  
  The images shared included serial numbers that do not match and are not fully visible. The serial number used when registering does not match either of the numbers shared in the images. We have requested the Serial Number that can be found on the crib itself be shared but you have not provided this.
  
  We have made attempts to call and text and have not been able to reach you through those channels. You confirmed your number and this is the number we have used to try to reach you. For privacy purposes we will not share the number here but we have included a screenshot of call attempts. 
  
  We would very much like to address and resolve any issues for you. If we cannot verify the warranty on the crib you have, we can still offer solutions. We kindly request that you reply to the emails or text we have sent so we can schedule a call and get this resolved. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23229726
  
  I am rejecting this response because:

  I can send in my cell phone records from T-Mobile themselves showing no calls from you; just outbound calls from me multiple times. I shared the order confirmation from the original purchasers whom provided this to me at my baby shower. The item has been registered and I can share that confirmation email, and in addition, *** sent everything requested. If youre going to keep lying, Ill pursue further actions. 

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

  Business Response

  Date: 04/25/2025

  We have reviewed all documents. 

  As mentioned the order confirmation you shared that seems to be from the original purchaser does not include the order number, purchaser name, shipping address, etc. It only includes the items in the order. Without that information we cannot verify the details from the items alone. The only order number we have from you is the order you recently placed that is pending payment and is not set to be fulfilled until June 2025 if payment is made. 

  We are sorry if we have any confusion around what number to call, we have used the number provided by you. I am not sure why you are not receiving these calls or texts but we have tried to connect with you. 
  

  We request once again that you reply to the last email we sent you so we can resolve this matter. 
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23229726
  
  I am rejecting this response because: I have provided EVERYTHING and my product has been registered on the site for warranty and it has extra (paid for) protection. Again, youre still trying to keep this going round and round to avoid replacing a hazardous/unsafe and non working item, after spending thousands! Your company is ridiculous and Im in the process of doing case evaluations with attorneys, so unless your next response is to replace it, I have nothing further to respond. There are many having the same issue, and Im not the only one with these same complaints, especially following all directions and providing evidence and everything needed to confirm everything and proof of order purchase, etc. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/28/2025

  Type:Product 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.

  Complaint Against Cradlewise for False Advertising Dear **************************/BBB,I am filing a formal complaint against Cradlewise for false advertising and misleading product claims. Their crib, which I purchased for $1,535.18, is marketed as suitable for use from birth to 2 years. However, my child outgrew it at just 6 months, as confirmed by our pediatrician, making their claims deceptive and financially harmful. Not only did he outgrow it, but the pediatrician stated it was dangerous for the baby to continue sleeping in such a confined space with potential health risks due to the lack of room if the baby was to get stuck in a position he could not get out of. Please see the attached pictures of a baby who cannot yet turn alone, hence the worry.When I raised my concerns with the company, they dismissed them, relying on anecdotal data rather than addressing the issue. Their response was defensive and failed to acknowledge that their marketing does not reflect all real-world use cases. Selling an expensive crib under misleading claims about longevity is unfair to consumers.I am seeking:- A full refund due to false advertising.- An investigation into their marketing practices.- More transparency in their product descriptions to prevent further consumer deception.I appreciate your assistance in holding Cradlewise accountable. Please let me know the next steps in this process.Sincerely,****** ******* ************************* ************ Order #***** Order Date: February 28, 2024 Delivery Date: August 25, 2024

  Business Response

  Date: 04/02/2025

  We take safety very seriously, and we appreciate the opportunity to address your questions regarding the size of the Cradlewise crib and its compliance with federal regulations.
  
  Size of the crib:
  Our crib is a standard mini-crib. While the Cradlewise crib does not follow the full-size crib standard (28" x 52 3/8"), it is classified as a non-full-size crib, which is a category covered under federal safety regulations.
  
  It has been tested by accredited third-party labs for compliance with :
  Non-Full sized baby cribs and play yards (ASTM F406 - 19 & 16CFR 1220)
  Bassinets and cradles (ASTM F2194 - 16 & 16CFR 1218)
  
  We are also **** certified. Please check all our certifications related information here **********************************************. The dimensions are clearly mentioned on the product page **************************************************. Please find the screenshot attached.
  
  If you walk into a baby retail store, you will see plenty mini-cribs for sale. Infact, many space conscious modern homes will have difficulty accommodating full-sized cribs and parents prefer a mini-crib.
  
  The Cradlewise Smart Crib is designed to accommodate infants up to 24 months old or a maximum weight of 33 pounds. We have more than ************************************* Cradlewise and parents have used the crib for the entire 2 years starting from the newborn stage.
  
  For safe sleep, the size of the bed is not the dictating factor. We recommend the Safe Sleep Guidelines by **********************************:
  Place infants on their backs for sleep in their own sleep space with no other people.
  Use a crib, bassinet or portable play yard with a firm, flat mattress and a fitted sheet. Avoid sleep on a couch or armchair or in a seating device, like a swing or car safety seat (except while riding in the car).
  Keep loose blankets, pillows, stuffed toys, bumpers and other soft items out of the sleep space.
  Breastfeed if possible and avoid smoking.
  
  Addressing Your Concerns About Space & Movement
  We recognize that every baby grows differently, and pediatric recommendations may vary based on your childs specific needs.
  If your child has outgrown the crib or is experiencing discomfort while turning, we completely respect your decision to transition to a different sleep solution.
  
  Since the 60 days from your first use date has passed, you are outside of the return window. If you find that the Cradlewise no longer fits your needs, there are great options for giving it a second life. Many parents have successfully gifted or resold their Cradlewise to another family, as it holds excellent resale value.
  
  We understand how important these decisions are, and were here to support you every step of the way. If you have any further questions or need help exploring your options, please dont hesitate to reach out.
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Product 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 Cradlewise bassinet on 15th Dec, 2024 (Sunday) around 8AM PST. I decided to cancel the order same day and reached out to their customer support on 15th Dec, *********** PST. They responded back at 4:37PM PST stating that cancellation would incur a charge of 75$ and mentioned that this is called out in their website. When asked why I'm being charged when order was cancelled in few hours, they said that this charge is for payment processing. At the time, the transaction was still pending and there was no reason for Cradlewise to hold on to my money. The order is supposed to be shipped after 4 months on 23rd April, 2025. After this, Cradlewise customer service stopped responding to my email nor did they cancel my order. I am at the risk for losing 1,526.31$.

  Business Response

  Date: 12/17/2024

  Our refund policy, including the cancellation and return policies, is included in multiple places on our website and is available for you to see before you make a purchase. Please see the attached screenshots. 
  
  Even when an order is cancelled just after placing it, we are still charged processor fees, and we do not get these fees back after an order is canceled and refunded. The cancelation fee is applied anytime after purchase is made. 
  
  Additionally, during peak times, when order demand is high and our support teams experience a significantly increased workload, the cancellation fee may be adjusted. We include in our refund policy the timeframe of purchase for which there is an increased fee. This adjustment reflects the additional resources required to manage order changes and ensures we can continue providing timely support to all customers.

  We are more than willing to proceed with canceling and refunding the order, minus the fee. The cancelation form has been shared and once it is received we will proceed with processing the request. 

  Thank you for your understanding. 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22697725
  
  I am rejecting this response because:

   

  My concern is with the business of scaming customers by charging surge amount and payment processor fee for an order that was placed on Sunday, cancelled within few hours on the same day and wasn't processed when I reached out to the customer support.

  The order is not supposed to ship until April ******* and I'm not convinced with their explanation. 

  I recived the cancellation form after raising complaint with BBB today morning PST. 

  I am not satisfied with Cradlewise and their customer service or their business practise.

  
  Sincerely,
  
  ******

  Business Response

  Date: 12/17/2024

  We apologize for the delay in sending the cancellation form. This delay was due to your reply to the cancelation fee being escalated internally. The form was shared prior to anyone seeing the complaint with the Better Business Bureau. 
  
  We assure you we are not scamming anyone. Our policies are clear and included in various places throughout the website, including at checkout for you to see before you make a purchase. 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22697725
  
  I am rejecting this response because:

  Company has been providing same response without trying to understand the concern here. I'm not taking about what is written in their website. I'm reiterating the same message as they are not responding to the concern -

  "My concern is with the business of scaming customers by charging surge amount and payment processor fee for an order that was placed on Sunday, cancelled within few hours on the same day and wasn't processed when I reached out to the customer support.
  The order is not supposed to ship until April ******* and I'm not convinced with their explanation."

  Also pasting the response to policy I have already shared with the company in email communication -

  "This is unforunate if the policy is made intentionally to scam the customers.
  If not, please improve your customer service and relook at the policies."

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

  Business Response

  Date: 12/18/2024

  I am sorry for any confusion. As mentioned previously, we incur a payment processor fee as soon as the order is placed, even if the order is cancelled immediately after placing.
  
  We assure you we are not scamming anyone. Our refund policy is readily available on our website and can be reviewed prior to making a purchase to help inform purchasing decisions. We strive to ensure our policies are clear. If there were any questions about a specific cancellation period or related fees, we recommend checking these details beforehand.

• Initial Complaint

  Date:11/25/2024

  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.

  This order was placed between 11/18 and 11/20. In 11/23 my job caught fire. Which can be seen on the news, so it's not like I am making this up. Because of the fire, they are laying people off until the problem is resolved which at this time has no ETA. With the new baby due in late April, I unfortunately had to cancel this order. The order has no shipped, and has only been confirmed at this point. It's not set to ship until March. Yet you are saying there's a cancelation fee. What needs to happen is a full refund, no fees for this. The order is not even processed fully. I have 2 other children that I have to care for, I simply can't afford to pay for a $1500 crib at this point. Quite honestly one of the first ******** service experiences I had. I have the need to share this experience with others, which at this point I have not done. I am hoping that we can just refund the entire order and be done. Maybe I can replace another order should I get back to work in time for the baby. But at this point I have no reason to because of the way I have been treated.

  Business Response

  Date: 11/27/2024

  Were deeply sorry to hear about the difficult circumstances youre facing, and we sincerely hope things improve for you and your family soon.
  
  To address your concerns, wed like to provide some context regarding our cancellation fee. This policy applies to almost all order cancellations and is included in several areas on our website, such as:
  The Refund Policy linked at checkout.
  The Return and Cancellation Policy in the footer of our website.
  The Cradlewise Smart Crib product page and our Support Center.
  
  We also encourage customers to contact us with any questions about our policies before making a purchase, as we strive for transparency in all transactions.
  
  The cancellation fee is not a revenue source for us but a way to cover costs incurred from our payment processor when an order is placed. Unfortunately, these charges are non-refundable to us, even if the order is canceled, this includes orders that were processed via an Affirm loan.

  We appreciate your understanding. 

   

  Customer Answer

  Date: 11/28/2024

   
  Complaint: 22600948
  
  I am rejecting this response because:

  I have a feeling you could careless about your customers. I will not be ordering from you again, I will also tell others about this experience. The order was literally in less than a week. Sometimes as a business it's better to eat costs to save your image than it is to charge customers for absolutely ridiculous fees. I am sorry but this is a horrible experience and unacceptable. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/08/2024

  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 ordered my Cradlewise smart crib on 3/22/24 to SHIP BY 9-23-24. Cradlewise continues to delay the shipping of the product. They report that due to the strike it will be delayed even further now. When searching their imports of freight, 98% of it is delivered through **********. Are they being truthful the strike impacted their lead time? They are continuing to take orders even though they cannot fulfill them. They price their cribs based off delivery creating a false price. They cant full the time people are picking yet people are spending more money to jump the line. I order my crib in March. How was someone who ordered their crib after me able to get their crib before me? They are not a trustworthy company to do business with.

  Business Response

  Date: 10/18/2024

  Thank you for sharing your concerns with us, and I apologize for the frustration and disappointment caused by the delay in shipping your Cradlewise crib. I want to clarify a few points and provide some transparency regarding our current shipping process and the impact of recent events.
  
  Ports used:
  Up until a few months ago, all of our shipments were processed through California ports. However, this changed in August when we began utilizing East Coast ports to diversify our shipping routes and improve lead times. We moved our manufacturing base from ******* to *****. ***** to east coast ports (like **, ******** and **********) offer the lowest transit time. So you are right that the majority of shipments were on the west coast and starting August we are using the East Coast ports too.
  
  Shipping delays:
  We are shipping cribs based on the shipping month you selected. We have got delayed in fulfilling September orders. But appropriate compensation for the delay was provided. September orders are shipping out today 10/18 as promised over the email. Once we finish September deliveries only then we will fulfill October deliveries. Be rest assured that we do prioritize orders and fulfill them according to the month you have placed the order for.
  
  New orders:
  We have not been taking any additional orders for October shipping since late August/early September. All September orders will be shipped before we begin shipping October orders.
  
  We sincerely apologize for the inconvenience and understand your frustration. We are continually improving our systems to ensure a better experience for all customers moving forward.
  
  
  
  
  

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 the Cradlewise smart crib when my baby was about 8-weeks old, as the crib promised the ability to detect when your baby is awake or asleep, alert you of wake-ups, fussing, and other sleep states and purports to learn the baby's sleep patterns to help them sleep better. They provide a 6-week return policy. My baby is now 9-months old and the device has NEVER worked properly, at the peril of my child's safety. The unit does NOT properly alert you when your child is awake, crying or fussing - I have more than a dozen screen shots of my baby wide awake while the unit depicts a notice that he is sleeping. I have consistently raised these concerns to technical support and they always claim to be "implementing a software fix"; but nothing has ever gotten resolved. I have asked numerous times, including during the first 6-weeks, for a refund and directions to return my product and they consistently refuse to provide them. They agreed to extend my return policy to 9-weeks but despite numerous complaints during that period they still have never resolved the issue or offered me the return/refund information I have requested. I have had to purchase an audio monitor so that I know if my baby is awake because their $2000 crib does not even function as well as a $60 V-Tec audio monitor. I feel like this company is a scam company, playing on parents' fears and anxieties about their children's sleep and then dragging out "technical issue resolution" until the buyer is no longer within their return policy so they are stuck with a crib. Moreover, they have made it more difficult to resell this product by adding a fee for a 2nd owner to takeover the crib and be added to software. Worst of all - this product is used for infants who are mostly helpless and in danger of suffocating or dying in the cradle because parents are relying on it to alert them when a baby is restless but the unit itself is failing to send those alerts. This is a SAFETY ISSUE for INFANTS!

  Business Response

  Date: 09/27/2024

  Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience and the frustrations you encountered while using the Cradlewise ******* Cradlewise, the safety and well-being of every baby using our product is our highest priority. While our smart crib is designed to help parents monitor their childs sleep more effectively, it is not meant to be a substitute for active supervision by a parent or caregiver. We are continuously working to enhance our technology and ensure that it functions as intended for all families.

  Regarding your concerns, we understand how disappointing it must have been to feel that the crib did not meet your expectations. Our team did everything possible to troubleshoot the issue and provide support throughout your initial trial period. When you expressed concern early on, we offered an extension to your trial period, which you accepted, and continued working with you to address the technical challenges you raised. We recognize that the issue remained unresolved despite our best efforts. As a result, we accepted the return for a full refund.

   We take all customer concerns seriously and will continue to review this situation internally to see what improvements can be made in our process and product. We apologize for any stress this has caused and appreciate your feedback as we strive to better serve parents and their babies.

  Customer Answer

  Date: 09/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****