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:03/27/2025

  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.

  We rented this snoo on ******* after the birth of our son. We have been charged $170.13 per month for a total of 6 months, a $99 security deposit, a $60 shipping fee and a $99.50 reconditioning fee. During month 2 of our rental, the happiest baby company began a $399 promotion for 6 months of snoo rental. When I contacted the company for a discount or some sort of assistance with our current rental fee they stated "the terms and conditions of the snoo rental cannot be changed" in a canned message. Understandable this was a disappointment, but we were not expecting a large discount but more of a consideration that we would be paying way more than what is now being offered. That discount is still in effect today. We sent back our snoo as we had finished using it with our son. Today we were given only $15.54 of our security deposit as snoo claims an "extreme stain", "scrapwaste" and "mesh fuzz". I have included the photos to show that there are no stains or extreme mesh fuzz and the scrapwaste they are claiming does not even look like something we would have done. Frankly it looks like some sort of stain from whoever was inspecting out unit. The snoo unit we used and returned is in perfect working order and ready for the next famil. **** does their own reconditioning which we have already paid the fee for! This is absolutely absurd to charge us a security deposit for these supposed extreme stains which you can see are not even there. When we contacted happiest baby the customer service representative told us that the "terms and conditions of our rental for "Damage, Destructions and Loss" had been changed on February 25th, 2025. We did not approve this change and per our previous conversation with happiest we were told the rental terms and agreements couldn't be changed. ...Disappointing as this could be an incredible product for parents. We would like our full security deposit back and a $100 goodwill credit due to the amount of time taken to handle this mess.

  Business Response

  Date: 03/27/2025

  Our ************* is engaged in further communication with the consumer and working on resolving the complaint. 

• Initial Complaint

  Date:02/26/2025

  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.

  We rented a SNOO from Happiest Baby and they are withholding a full refund claiming damage was caused while in our possession. We returned the product early because we were dissatisfied and used it < 5 times supported by the app. To be clear, I am not questioning the policy, I am questioning the damage and that it is pre-inspected before it was shipped to us and that we caused the damage. I have requested the following from them which they have failed to provide:- Damage pictures - Pre-shipment pictures proving there was no damage when it was sent to us - Pre-shipment inspection documentation proving the **** was inspected

  Business Response

  Date: 02/28/2025

  Our ************* engaged in further communication with the consumer and their complaint was resolved to mutual satisfaction. 

  Customer Answer

  Date: 03/01/2025

   
  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

  Date:02/20/2025

  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.

  This company is selling a product with a KNOWN software discrepancy and continues to allow consumers to potentially buy this product and harm their baby with the quick advancement of oscillation levels.They do not offer troubleshooting methods and nor have they released a bug free update of their software or have a way to reboot a Snoos native OS.Features that are necessary to alleviate or make the device operable when this bug occurs are behind a subscription paywall.This company is deceptive and does not support the consumer after their device becomes unusable after system becomes faulty.

  Business Response

  Date: 03/27/2025

  Our ************* is engaged in further communication with the consumer and working on resolving the complaint.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 22948397
  
  I am rejecting this response because:

  Received the same non supportive offer of renting a snoo from happiest baby at half cost does not elevate the existing operating system problem and is just another cash grab by this money first company. Im stuck with all of these products that have no utility 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/04/2025

  The consumer is not satisfied that the **** they bought secondhand is not working properly. We provided all available troubleshooting steps to the consumer even though they did not buy the product from Happiest Baby or an authorized retailer. Unfortunately, we cannot provide any further support for the bed that was purchased from a private reseller and that might have been improperly used, handled and transported by multiple users.   

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 22948397
  
  I am rejecting this response because:

  Malfunction is a by product of a software defect.

  Defect could easily be solved by a software update.

  Company will not entertain offering a solution to mitigate the problem, which makes the bed inoperable and potentially dangerous.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/30/2025

  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.

  We purchased the **** for our first ******** brand new from the Happiest Baby website back in October. We started using the Snoo 1/15/25 ( our ******** was born *******) and it completely stopped turning on as of 1/27/25. So almost less than 3 weeks of use. We tried all the troubleshooting FAQS that were sent to us, messaged the "support specialist ****" videos and photos showing the noise it was making and the light not turning on. We received no response after following up three times and we are going on our third night of not being able to use the Snoo. We are super disappointed in the product, the customer service response time. ******************** advertised a 1 year warranty if you buy new and 7 days a week customer service from "sleep experts" which is extremely false. The phone number doesn't work when you call and the response from agents seem to be automated. I wish we had the option to return the **** considering it broke in less than a month and we are unable to get it replaced due to customer support being basically nonexistent. So unfair, it was such an investment. We are so disappointed.

  Business Response

  Date: 02/10/2025

  Happiest baby is committed to providing timely and effective support to all customers and we apologize for any frustration the customer might have experienced.  Product replacement is a multi-step process, and it occasionally takes longer than expected but we understand that even a few hours of delay might feel too long when assistance is needed. Our ************* continues to communicate with the customer and we trust that this complaint will be resolved to our mutual satisfaction. 

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service 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 bought a "pre-certified" Snoo in September 2024 for almost $1k. Not even 3 months into using it the motor got very loud would make jerking motions and change speed randomly without baby moving/crying. I emailed customer service originally asking them for help with this. When they asked for a serial number I noticed a date that the Snoo was made 5 years ago. I imagine that this snoo was a rental so has been used for numerous customers for that long would have some mechanical issues. They responded that each SNOO has been checked out before sending out which I contest. I am sure they clean it but do they check the motor, etc? Doesn't seem like it. They should not be selling a pre-cert Snoo that is that old, a couple years I can understand. Anyway, for a week I would be corresponding with different people(bots?) with no real resolution. These employees would ask the same questions, ask for the same videos I already sent them and flat out not respond. The amount of time I spend myself trying to resolve this is ridiculous. I tried to call the customer service line different days/times in which the automated response is that SNOO is experiencing "high call volumes" and to emaill, which emailing gets you nowhere. I spent a small fortune (bassinet plus accessories) on this bassinet that can only be used for 6 months and in which my baby has not been able to use for almost 2 weeks.

  Business Response

  Date: 01/28/2025

  The customer is complaining about the delayed customer care response. We are committed to providing timely and effective support to all customers and we apologize for any frustration they might have experienced. While we strive to respond promptly, we recognize that even a few hours of delay might feel too long when assistance is needed. 
  Our ************* agents provided same-day assistance to the customer upon their initial outreach. We are continuing to communicate with the customer to make sure they are receiving all available assistance.  

• Initial Complaint

  Date:01/14/2025

  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.

  Similar to another complaint here my snoo that I received from a friend who purchased it directly from happiest baby (they did not rent) was locked after being paired and set up correctly in my home for a few months prior to baby. I bought all of the extra gear from the company and when I went to use it after having my baby the red light on then unit was flashing. I contact the company and They said it was stolen and they disabled it thats why it wouldnt work. After much back and forth through emails with the customer care they said it was actually not stolen and that was their mistake, that they unlocked it on their end but it has never worked or paired again because we still never got past the red light in order to pair it again. They then said that there wasnt anything they could do because it was a network error on my end and they couldnt help me because its out of warranty. I think its still locked on their end because theyre trying to control the resale market on the units. Can provide the email chain if necessary.

  Business Response

  Date: 01/15/2025

  The consumer purchased their SNOO second-hand from a third party and they are complaining that it is not working. 
  Happiest Baby does not guarantee the condition of units purchased on the second-hand market. Nonetheless, ************* engaged in multiple communications with the consumer and provided all the available troubleshooting steps to them. Regrettably, this wasnt sufficient to resolve the issue. We are sorry that we cannot offer any further assistance. 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22808977
  
  I am rejecting this response because: as I said in the emails and the complaint the unit WAS working and paired initially when I received it, just fine. It only stopped working when it was flagged as stolen by the company. The customer service representative admitted that it was turned off by them for being stolen when I told them it was definitely not a rental or stolen that it was a gift to me from the person who bought it. They mention that was why I was getting the blinking red light because it was flagged stolen and also said that the red light should have gone away when they turned it back on but it never did. Seems a little suspicious to me. Does the company get data about the ** logging into a new network and just immediately brick the unit? The troubleshooting I was given was with the assumption that the red light was not still blinking, it was assuming we got to the solid white light at all, which we didnt. 
  Then I was told no more help could be given because its out of warranty.
  

  I understand you cant control second hand, and that is an issue for your profits but for how much these cost, I was happy to receive the gift and happy to buy everything associated with it when it was working. there has to be some of way to either pay for some help to repair or something that isnt just we cant stand behind our expensive products? 

  Sincerely,
  
  ******* Teton

  Business Response

  Date: 01/20/2025

  The consumer is not satisfied that the **** they bought secondhand is not working properly. The **** in consumers possession was locked when it was determined to be a stolen rental unit. ************* exchanged multiple messages with the consumer and provided remote troubleshooting steps in an effort to assist them, although the consumer did not buy the product from Happiest Baby or authorized retailer. Unfortunately, we cannot provide any further support to this secondhand purchaser. We invite them to reach out to ************* if they are interested in SNOO rental or if they have additional questions. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22808977
  
  I am rejecting this response because: you said in your email it was locked when it was determined to be a stolen rental unit. But it was not a stolen rental unit, so why did the company lock it? that seems to be the root of the issue here. Are you locking units just based on them logging into new networks? The unit worked fine until it was locked. 
  
  Sincerely,
  
  ******* Teton

  Business Response

  Date: 02/10/2025

  While Happiest Baby locks stolen ****s, it does not lock beds based on the network they are joining, nor based on transfer of ownership. In this case, ******* received a used **** from a friend who purchased the bed from Happiest Baby. The **** ******* got from her friend was a replacement unit that her friend received from Happiest Baby when they returned a unit they bought. As the serial number of the returned **** did not match the number of the purchase order, the returned bed was locked as stolen. Although ******* did not buy the bed from Happiest Baby, our ************* provided assistance to her, unlocked the bed and provided troubleshooting steps. Unfortunately, that was not sufficient to resolve the issue. As mentioned earlier, Happiest Baby cannot guarantee the condition of secondhand units, and we regret we cannot provide any further assistance. 

• Initial Complaint

  Date:01/09/2025

  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.

  I have a secondhand I used for my first ****** Between the first and second ***** snoo bricked the main function of the product. I bought a product that I no longer can use as it is missing safety features for newborns that are behind a paywall now. When contacting customer service they do not see me as eligible for a free premium subscription as I am not the ***** owner. But I owned the **** before with full access tonits features

  Business Response

  Date: 01/13/2025

  Full functionality of **** is accessible through the Free App, which can be used to remotely control volume and motion settings, receive **** Alerts, view Babys current status, and more.  All **** users (including secondhand purchasers) have unrestricted access to the Free App.  
  
  The Premium App provides a handful of features that allow the parents to customize settings and receive sleep graphs, as well as track sleep, feedings and diaper changes. None of these features are necessary to operate the ***** In fact, **** functions as intended without an App or Wi-Fi connection it continuously senses infant fussing and automatically responds with the right combination of sound and motion, even when completely offline. The specific levels of responses are driven by an advanced algorithm and vary depending on characteristics of an infants crying.  In fact, **** is used, without any App or Wi-Fi connection, for newborn babies in NICU-s and maternity wards in more than 170 hospitals across the *************.  
  To ensure all our customers were well informed about the Premium Subscription, we provided advance notice by email and in-app popups, and described new pricing and features on the **** product description page, the fees page, and two blog articles here and here. 

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair 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.

  Company is clearly engaged in classic bait and switch operation to try to squeeze a few more bucks from desperate parents. They prohibit resale in their terms. Not remotely enforceable and obviously deeply unethical, but they might try to sue you just the same.They are gatekeeping basic features behind a $20/month paywall. Imagine I bought a used Camry and ****** made me pay monthly to run the A/C or roll down the windows. This is worse as it involves the sleep and well-being of infants. They advertise features for an already ridiculously overpriced $1700 bed and then try to squeeze a few more dollars out of you on a monthly basis.And yes, of course people are going to resell the $1700 bed as they only can use it for 4-6 months. The ability to freely resell something you own factors into the original purchase decision. Encourage customers to file a complaint with the *** as well.

  Business Response

  Date: 01/13/2025

  Consumers complaint - that ***** basic features are placed behind a paywall is not warranted. SNOOs core capabilities are available for all users whether they are using a Premium Subscription or not. In fact, SNOO was specifically engineered to function as intended without an App or Wi-Fi connection at all it continuously senses infant fussing and automatically responds with the right combination of sound and motion, even when completely offline. The specific levels of responses are driven by an advanced algorithm and vary depending on characteristics of an infants crying.  All consumers have full access to the built-in smart features of the SNOO.  In fact, SNOO is used, without any App or Wi-Fi connection, for newborn babies in NICU-s and maternity wards in more than 170 hospitals across the *************.  
  
  SNOOs most important feature are available free of charge to all users: the patented Infant Sleep System (comprised of the bassinet and the Sleep Sack); its ability to boost sleep 1-2 hours per night using the proprietary soothing white noise and motion; and the autonomous responsiveness (SNOO replies to your individual babys needs with the right amount of sound and motion). 

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22762667
  
  I am rejecting this response because Happiest Baby's claim that "basic features aren't behind a paywall" is laughable false.  I encourage potential customers to look on ********************* website or numerous company sponsored reviews that mention and advertise features including weaning mode, sleep tracking, and level locking, etc.  These are "basic" features that one would assume are included in the product but are now locked behind a paywall. 

  If considering a Snoo, do yourself a favor a buy a Cradlewise instead that does not lock any features behind a $20 monthly paywall.  It's a better product with more responsive customer service and no bait and switch tactics.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/15/2025

  The Premium App provides features that allow the parents to customize settings and receive sleep graphs, as well as track sleep, feedings and diaper changes. None of these features are necessary to operate the ***** The core features of **** remain free for all customers, even those who are not original purchasers (like Volume Settings, Remote Control, Babys Current Status, Notifications/Alerts, helpful sleep tips, and more). And **** works as designed even without any Wi-Fi or App connection.  
  No technology company with subscription-based offerings can be reasonably expected to provide static pricing or features indefinitely to their customers. As is the case for many consumer and technology products, our terms expressly provide for the addition and removal of features and inclusion of paid services, as needed to manage our evolving product in a competitive environment. 

  Customer Answer

  Date: 01/17/2025

   
  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.

  It's clear that this company has no intention to change it's anti consumer and deceptive business practices.  I encourage all interested customers to shop elsewhere.

  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising 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.

  My wife and I bought the Snoo Smart Sleeper Bassinet in 2023 from Happiest Baby for over $1200. Nearly a year into ownership they implemented a monthly subscription model for the device and locked features behind a paywall which were previously accessible as standard features. This seems like bad business and downright illegal.

  Business Response

  Date: 01/13/2025

  To ensure our customers were well informed about the Premium Subscription, we provided advance notice by email and in-app popups, and described new pricing and features on the **** product description page, the fees page, and two blog articles here and here.
  

  
  If ****** is the original purchaser of his SNOO prior to July 15th, 2024, he has FREE access to the new Premium Subscription for as many babies as he may need. If he is unable to gain access to his free Premium Subscription (using the account he used when he first connected his SNOO), he should reach to our ************* team with his order number, SNOO serial number, and the email initially used to pair the device, and we will provide prompt assistance. 

• Initial Complaint

  Date:12/13/2024

  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.

  Purchased item second hand but still at significant cost, after reaching out to happiest baby simply for repair or resolution of the fact that the smart bassinet completely stopped working or moving causing my baby to be unable to sleep there has been no attempt to fix the issues. We were just told its out of warranty so many other people have had then same issues because of the cheap manner in which these cars are made.

  Business Response

  Date: 12/24/2024

  The customer is complaining that a secondhand SNOO she purchased from a private reseller is not working. Happiest Baby cannot guarantee the condition of units purchased on the second-hand market. Thus, the **** manufacturers warranty is limited to original purchasers for the first 12 months of use, and it is not transferable.  
  Nonetheless, the ************* team provided all the available troubleshooting steps to the customer, which ultimately wasnt sufficient to resolve the issue. We regret that we cannot offer any further assistance. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22681604
  
  I am rejecting this response because the snoo is extremely expensive. When you have a product that is prohibitively expensive you should do what you can do help remedy the issue. It should not be a disposable item. This is a common complaint from your users and should be addressed in a way that is appropriate rather than just saying it is not something you can help with.
   Sincerely,
  
  ****** *****

  Business Response

  Date: 01/14/2025

  The consumer is not satisfied that the **** they bought secondhand is not working properly. We provided all available troubleshooting steps to the consumer even though they did not buy the product from Happiest Baby or an authorized retailer. Unfortunately, we cannot provide any further support for the bed that was purchased from a private reseller and that might have been improperly used, handled and transported by multiple users. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22681604
  
  I am rejecting this response because you have provided no solution or remedy or discount code for another purchase after not standing behind a bassinet thats over 1,000. 
  
  Sincerely,
  
  ****** *****