ComplaintsforHappiest Baby, Inc.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Snoo Bassinet from Happiest Baby in December, 2023. The bassinet uses an app for most of its main functions. The app was free to use when I purchased it. However, the company has used a bait-and-switch tactic of requiring a paid subscription to use the app. This was NOT the case when I purchased the Snoo originally and I would not have purchased it had I known. This is an unfair business practice.

  Business response

  07/30/2024

  The customer is complaining about having to pay for the newly introduced Premium app features.  As the customer purchased their SNOO from ******************** prior to July 15, 2024, they will continue to have unlimited free access to all Premium app features.  We invite the customer to reach out to our **************** if they experience any further issues with Premium app access.  We are grateful for the customers trust and confidence in using SNOO.

  Customer response

  07/31/2024

   
  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,
  
  *************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Snoo when the app required to use it was free. I spent $1700 on this item that requires an app to use, and the app has always been free. Now the company is requiring a premium subscription to use certain features on the app, which are required for me to fully utilize the product I purchased. This was a bait and switch.

  Business response

  07/30/2024

  The customer is complaining about having to pay for Premium app subscription.  If the customer purchased the **** from ******************** prior to July 15, 2024, they will continue to have unlimited access to all Premium app features - for all of their children - without any additional cost. We invite the customer to reach out to our **************** if they have any issues accessing these features.

  Customer response

  07/31/2024

   
  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,
  
  *******************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I purchased a new Snoo (baby bassinet) along with sheets and swaddles from HappiestBaby.com on Feb 13th, 2024 - delivered on May 7, 2024. This item came with a 30 day return window. On June 6th, 2024 at 9:31pm, I received an email from Happiest Baby indicating that they were making changes to the app to enact a monthly fee for "premium" features that had been advertised as part of the product I purchased. I did not see this email until the following Monday (June 10th). The email did not state what features would be placed behind a paywall or what the monthly fee would be - I emailed back asking for clarification but did not receive an answer. Happiest Baby has stated that I will be grandfathered in for my current child and for a limited time with a second child, but from 3rd child on, I will be charged a monthly fee to continue using the bassinet as it was advertised.Later, once Happiest Baby made the information about what features would be placed behind the $19.99 (note: it was a lot of the most basic features that they advertised for use with their product) I determined that I was no longer happy with the product since I paid a premium price on a bassinet under the assumption I could continue using it with all of my future children, but now to use basic features, it would cost more than what I think is fair given the steep price I paid in the first place. I attempted to ask Happiest Baby to extend their return window as I had not actually used the bed for the full 30 days anyway (baby was late) and they materially changed the product after the fact to be something different from what I purchased by enacting the "premium" / rent seeking structure for their app. Happiest Baby simply declined to offer any solution or engage to put right this false advertising/bait and switch.

  Business response

  07/09/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We remain committed to supporting our customers and providing the best possible experience with our products.
  
  We recognize that your 30-day return window, which ended on June 6th, 2024, coincided with the announcement of our paid app.  
  We regret that your questions were not promptly answered.  Our goal is to provide timely and thorough support to families and we will be in touch to make sure we have answered all your questions.
  
  Happiest Baby

  Customer response

  07/12/2024

   
  Complaint: 21934822
  
  I am rejecting this response because:

  Happiest Baby did not reach out. I have no more lingering questions for them to answer - I had to find those on my own and already did so. What I found is that the result of their app upon the value of the item I purchased is such that I am no longer happy with the item. This is a clear bait and switch, selling something but then materially changing it after I can no longer return it.

  Unless Happiest Baby intends to allow me to return the bed or reverse their decision to place basic functions behind an (expensive) paywall after my second child (because apparently I'm not allowed to have 3), I don't think there is anything left to say.
  
  Sincerely,
  
  **********************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refurbished **** bassinet from Happiest Baby and have been using it for my daughter (currently 3 months old). The bassinet performs basic functions without internet/app connectivity, but full functionality including advertised features (weaning mode, sleep tracking, etc.) requires the use of an app (called the Happiest Baby app). After I had purchased, received, and begun using the ***** Happiest Baby announced that they will be introducing a new "premium" version of the app, with many of the existing features placed behind a paywall. They will permit **** owners who purchased directly from their site (including myself) free access to the app for a total of 18 months across two subsequent babies (the **** is used for ~6 months per child). After this, access to previously advertised features of the bassinet will require a $19.99 monthly subscription. This change makes the bassinet less useful to my family as we plan to have multiple children. Furthermore, we had intended to lend the **** to friends who must now pay for app access, and when we have finished using the **** we will be less able to sell it on the secondary market because of the cost associated with ongoing use. The utility for multiple children was part of our decision to purchase the bassinet despite its high price tag, and we believe the company engaged in false advertising by presenting functions of the device that will now be hidden behind a paywall (as of 7/15/2024)

  Business response

  06/27/2024

  Were sorry to hear of your disappointment related to our announcement regarding future changes to the Happiest Baby App.
  
  We have ensured that all first users of SNOO who purchased directly from Happiest Baby or an authorized partner will not be affected by this change.
  
  Please rest assured that since you purchased your Pre-Loved SNOO directly from Happiest Baby and are the first user, you will receive free access to the premium app subscription including additional new features that come out after your purchasefor your baby currently using SNOO as well as your next baby. And if you have another baby after that, our customer care will be able to help you with further instructions.
  
  We appreciate your feedback and want to assure you that we are committed to improving and supporting our products while offering new features and advanced tracking capabilities through the premium app subscription. This new subscription fee applicable to secondhand users only will enable us to continue to offer the highest-quality product and customer experience to all families.
  
  Thank you for your understanding and for being a valued customer. If you have any further questions or need additional assistance, please do not hesitate to reach out.

  Customer response

  06/28/2024

   
  Complaint: 21889675
  
  I am rejecting this response because:

  This response does not engage with the bait-and-switch inherent in locking features of a product, originally available with the purchase price, behind a paywall for any user. While I appreciate that I will be able to use the **** for future children, I made the purchase with the understanding that the device could also be of full utility to others in my community. As I said in my initial complaint, I believe pay ******* any features that were advertised when I purchased the device is unethical and dishonest. The Happiest Baby app has other, new features that could be placed on subscription but I oppose placing a paywall in the way of weaning mode and other functions that were advertised as being part of the item I purchased.

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

  Business response

  07/11/2024

  Thank you for your continued feedback.
  
  We appreciate your point of view, and we will take it into account as we continue to develop and improve our service offerings.
  
  As part of our commitment to making the transition to the new app as smooth as possible, we made sure that all SNOO purchasers have full access to all Premium app features.  And our customer care team is ready to provide the necessary support and guidance if you have any additional questions.
  
  Thank you for your understanding and for being a valued member of the Happiest Baby community.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order confirmed on 9 Mar 2024. Product delivered on 14 Mar 2024.Order number: UK27200 I ordered the snoo basinet for my newborn baby but it didnt work as expected. Knowing the 30-day free trial option, I contacted the company to arrange return on 23 March. After several emails exchanged, I was finally offered a carrier collection on 3 April. Despite waiting at home all day long and keeping their giant product box by the entrance, the carrier did not show up. When I emailed Happiest Baby again, this time they offered pick up on 9 April (earliest option!!!). They dont share carrier details or a time slot for pick up either. It feels like they are wasting my time for no reason. Their customer service line never works so I have to wait for an email response to proceed with any communication. It takes minimum a day to hear back from them and probably next time they email me, 9 April will not be even an option for collection.This company has appalling customer services and has zero consideration for customers convenience. I have been intending to return since 23 March and seems like they just dont care. I want resolution at the earliest instead of having to wait for them to respond or pick up the items god knows when!

  Business response

  04/08/2024

  Hello,
  
  We are aware of your concerns regarding your recent experience with the return process for the **** bassinet. We sincerely apologize for any inconvenience this has caused.
  Please don't worry; we are actively working to facilitate the return of your product as efficiently as possible. We have escalated the matter to our logistics partner in ****** and are diligently coordinating to ensure the correct unit pickup for tomorrow, April 9th. Once the unit is collected, we will expedite your refund process.
  We understand the frustration caused by the delays and lack of communication regarding the pickup details. We are committed to addressing these issues and improving our customer service processes.
  Thank you so much for your patience and understanding as we work to resolve this matter quickly. If you have any further concerns or require assistance, please dont hesitate to email us; we will do our utmost to assist you.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Snoo. The motor has some issues and isn't working and the exterior netting needed to be replaced (10 o-rings and the exterior mesh that goes around the Snoo). We contacted Happiest Baby customer service to inquire about getting the replacement items. We were told that they can't do anything and we would need to purchase a new Snoo. At almost $2000 each, this isn't economical. We were told that they don't even have the parts, however the company sells refurbished bassinets on their website. The company website doesn't even state that if something stops working or if it gets damaged, they don't provide replacement parts and you have to buy a new one. This needs to be advertised and not a shock when we call customer service. Any parts that can wear out should be available to end users to replace.

  Business response

  04/17/2024

  Hello,
  
  SNOO is a strictly regulated infant product and Happiest Baby, as the product manufacturer, must ensure that all repair work is performed in compliance with applicable regulations. Due to safety implications,  Happiest Baby is unable to support any repair work outside our specially trained and equipped refurbishment centers and we advise against disassembling SNOO in any way.
  
  Happiest Baby provides a 12-month manufacturers warranty to original purchasers.  As this customer failed to provide any information related to their SNOO purchase, we were not able to offer any troubleshooting or advise the customer regarding our warranty services.
  
  In addition to purchasing either new or refurbished units, Happiest Baby also offers a rental option so that families can choose what works best for them.  Customer may return their rented SNOO early if they dont need or want the full 6 months of use.  SNOO rental is often a choice for families not only for economic reasons, but also because it is a more environmentally sound option and does not require storage of the bed.

  Kind Regards!

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order on November 23, 2023 (ORDER #SH800078) for a SNOO Smart Sleeper Bassinet. The company (Happiest Baby) advertises a 30-day in-home trial. During the order process, I was able to set the delivery date to be late February 2024 based on our estimated due date. However, the company shipped the product on December 26, 2023, for their own reasons. At the time, they sent an email indicating: "We know that we are sending it to you earlier than requested, but rest assured, we will not start your 30-day trial until 1 week after your scheduled ship date. (For example, if you receive the bed 2 weeks earlier than requested, your 30-day trial wont start until 3 weeks after you receive this early shipment.)"However, when I log into my account I see the message "The 30-day return period has ended." and I am further not hearing back from customer service by email/Zendesk nor by phone (the phone line's outgoing message is to email them).

  Business response

  03/14/2024

  Dear *****,

  Unfortunately, when replying somehow your email ended up in the *** line and therefore a ticket was not created. We found this when manually going through logs and replies and apologize for the delay. The trial period was incorrectly marked as expired, but rest assured that we will honor the date we promised. We will address this error and ensure it does not happen. I will email you through our platform to confirm the details. Thank you for understanding.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Outlining our grievance below which received shockingly dismissive and haughty responses from ****. The basic issue is that the **** upcycles through shaking levels quickly when the baby is just silent and there is not external disturbance - this makes it unusable.1. This issue started soon after we installed the Snoo. We first tried the usual things like adjusting responsiveness and settings to see its just a usage thing 2. There is no sound or window nearby. The Snoo quickly cycles upwards in velocity when this occurs, without any external noise or motion from the baby, in complete silence 3. Turn on and off did not work 4. We researched online and read that others also faced this issue - they resolved by unplugging and restarting the Snoo. We did that and had it work initially.5. To our irritation we observed that the problem recurs often and have had to unplug frequently 6. After a few days, it seems to happen several times a day. My wife enters the nursery room to see that the baby is being shaken at top speed with no apparent reason. Support argued that all the shaking is safe!! This is terrible - I don't buy the argument that this is safe - it distresses the baby to be shaken like this when they are not actually in distress otherwise and this happens repeatedly. The baby hates it!Bottomline is that we got a faulty product - we have tried to make it work and sought online support, followed instructions and guidelines. We had a Snoo for our older child as well so we know the difference. My wife made a video showing how the Snoo seems to randomly decide to cycle speed upwards continually with no external input. We received no value from this faulty product and instead, its caused irritation and angst. We are a very busy couple with a baby and toddler to boot - we have no time to be on customer support calls - they refuse a refund and want to replace the product and give freebies. **** is a terrible Company with no human reachable support org! DON'T BUY!!

  Business response

  03/04/2024

  We are sorry about the experience the customer has encountered with their SNOO. At Happiest Baby, we strive to provide exceptional customer service, and we regret falling short of our standard in this case.
  After having considered the customers complaint, we engaged in further communications with the customer and reached a satisfactory resolution.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a Snoo bassinet from Happiest Baby on July 1, 2019 for $1009.27. The key feature of this bassinet is that it uses AI to detect when the baby is fussing and automatically adjusts its rocking motion and white noise to sooth it back to sleep. It is connected to the Internet and controlled by an app.On Nov 27, 2023 at 9:40am MT, the company updated the bassinets firmware to v1.14.23. Unfortunately this update broke out bassinet, and as soon as they pushed the update, it now automatically escalates to maximum rocking / shaking, even when a baby isnt in the bassinet. This breaks its most important feature and instead causes the baby to be most shaken.I contacted their customer support, but they told me my bassinet is too old and no longer supported; therefore, they refused to help at all. They wouldnt correct the defective firmware, wouldnt roll me back to the previous version that worked, wouldnt even support it for a fee. My only recourse was to stop using it and buy a new unit that is compatible with their firmware update.If a company is automatically pushes software updates to their products, without asking for approval by the user to install the updates, and in the process they brick it (render it nonfunctional or introduce a significant defect that makes it unusable), then that company should be liable and help responsible to fix it even if the product is out of warranty, because they performed explicit actions that broke it. That is what happened here.Im asking the company to fix this. They have several options: (1) roll us back to a working version of the firmware, (2) fix the bug and release a patch, (3) replace the electronics in our bassinet to be compatible with the new firmware they force installed in out device these are three examples on how they can fix this.Please help us. Happiest Baby made it clear that they will not.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding order SH797259. I had purchased the Snoo over Black Friday for shipment in February. At the time of purchase, there was no clear warning on the order page as to I CANNOT cancel without a fee even if it has not been shipped. I wanted to cancel the order after reading about VALID concerns from physicians. Being a healthcare provider, I do not feel comfortable with these arising concerns. So I called to cancel and was SHOCKED to find that there was a $199 fee even if the order was months away from shipping. Has ANYONE ever heard such an absurd policy? I am outraged and disgusted. I will ensure that all my family, friends and patients know to never deal with SUCH a money leaching company! Not expected from any business but particularly one built by a physician to supposedly help moms and babies! Such a SHAME!!!

  Business response

  12/22/2023

  Hi there,

  We have refunded the customer.

  ******************** Team
  

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