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:04/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 01/14/25 I initiated a request for a replacement part when their poorly constructed Yuzu crib broke. I clearly explained I was seeking the part labelled "C" in natural color. I offered to provide any further information they needed, nothing was requested.On 02/05/25 I was invoiced $81.19 and paid for the item. On 03/18/25, I asked when I would receive tracking.On 04/12/25, I received a random part I had not paid for.I expect a refund or the replacement part I ordered.

• Initial Complaint

  Date:01/29/2025

  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.

  The business sold me an item that is dangerous for my child and developed mold. They have offered to help me for months with replacements but have only sent one and it was the incorrect item. The correct item was offered to me then the business stopped replying to me and did not send the item. The associates have yet to get me in touch with upper management or supervisor and have yet to resolve my issue since September of 2024

  Business Response

  Date: 02/07/2025

  Thank you for reaching out to us. We sincerely apologize for any inconvenience you may have experienced during this process. Based on our records, our team sent replacement parts to address the issue with the tray and were delivered on 01/24/2025.  

  If you have any further concerns or require additional assistance, please do not hesitate to contact us at *********************.

• Initial Complaint

  Date:11/21/2024

  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 had previously purchased two ****** Swivel Gliders with Storage Ottoman in Performance Grey Linen from Million Dollar Baby in 2021, and was relatively happy with those chairs, so I purchased two more to replace them in August of 2024. Both of the new chairs began squeaking horribly within the first few weeks of use, so I tried using graphite powder as recommended, which didnt help at all. When I turned the chairs over again to inspect further, I saw that the screws connecting the rocking mechanisms to the chairs had been screwed in at random places along the metal sides and all of them were screwed in at a slant, causing the chairs to not be safe to use, and that is what is causing the horrible squeaking. I reached out to Million Dollar Baby, requesting two new chairs, constructed correctly, as I believe the wood - on both chairs - has been damaged by the incorrect attachment of the mechanisms. Instead of new chairs, they sent me one rocking mechanism. What am I supposed to do with that? The problem isnt the mechanisms, its the assembly! I told the company I dont want the mechanism they shipped out, and have received no response. At this point, I feel these chairs are not safe for us to use, as we have children on the autism spectrum, and I want a total refund. If the company wants the chairs back, I will send them back as long as I dont have to pay for shipping.

  Business Response

  Date: 11/27/2024

  Hello,

  We sincerely apologize for the inconvenience caused by the squeaking sound from our gliders.After reviewing the ticket history and the videos you provided, our **************** team determined that the issue originated from the metal base rather than the s**** placement. To address this, we provided a replacement for the metal base, which is the most common and effective solution for this type of concern. If the issue persists even after replacing the part, please know that we are here to assist you further. Dont hesitate to contact our **************** team for additional support at *******************************.

  We truly appreciate your patience and understanding.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22559663
  
  I am rejecting this response because: 1. I bought two chairs, which both squeak, so if the problem is really the metal base, why did you only send me one metal base?

  2. The original metal bases were not attached properly, as indicated by the attached photos, so the s**** holes are already corrupted and I am not able to attach the new bases into the damaged wood.

  3. There is supposed to be a one year warranty on these chairs, and I reported the problem within the first two months. I have already asked your company for new chairs, but, according to other reviews of your chairs, new ones would be just as bad. These chairs are complete junk and useless.

  4. The chairs are not safe for us to use, and we are purchasing chairs from another company. If I am not provided a refund, I will be suing Million Dollar Baby Company for the purchase price of the chairs.

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

  Business Response

  Date: 12/12/2024

  Thank you for reaching out and sharing your concerns regarding the ****** Swivel Gliders with Storage Ottoman. We sincerely apologize for the issues youve experienced and any inconvenience this has caused your family.

  We understand that providing a safe and satisfactory resolution is critical. As part of our solution, the first phase involves replacing the damaged parts (metal base). While we recognize that the wood screws may not reenter the exact same locations during reassembly, the metal bases offers additional s**** holes designed to securely hold the base in place.
  If this solution does not address the problem to your satisfaction or you believe it is unsuitable, we kindly invite you to contact our **************** team using the same ticket (*******) . They will be happy to assist you with processing a replacement unit or a full refund, for the two affected units depending on your preference.

  Thanks

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22559663
  
  I am rejecting this response because:

  As I previously responded, your company sent me only one metal base. Therefore, I cannot replace the base(s), as you provided as a solution for both defective chairs.

  
  Secondly, it is unreasonable to expect your customer to attach metal bases correctly to the chairs (even if I had two of them) merely 6 weeks after purchase, as that shouldve been done correctly during the manufacturing process.

  Thirdly, I dont believe attaching the one base you sent me will address the issue, even for one of the chairs, as the wood the base is attached to is compromised and, even if I were to use new holes, the wood is already affected by the previous improper attachment of the metal bases. The terrible squeaking of the chairs does not seem to be coming from the bases; it sounds as though its coming from the chairs themselves.
  

  Fourthly, according to your paperwork for the chairs, the warranty does not cover any damages or defective parts that result from installation and assembly, so I will not be doing any assembly to the chairs.

  Lastly, I believe any other chairs I would receive from your company would be just as improperly assembled. The fact I purchased two chairs with the same problem, along with poor reviews about your products on many other merchants websites leads me to this conclusion.

  The chairs I purchased from your company are not safe, and your company has dragged this out to the point that we have already purchased new chairs to replace them. 

  Therefore, I am requesting a full refund for the chairs, and will continue that request.

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

  Business Response

  Date: 12/17/2024

  Thank you for your detailed feedback . We sincerely apologize for the inconvenience and frustration youve experienced.
  Our previous communication was aimed at explaining our approach to solve the noise issue you have experienced with our gliders, including the possibility of unit replacement or refund if the part replacement was unsuitable.
  We kindly invite you to contact our **************** team using the same ticket (*******) or by contacting us at ***********************************************************; They will be happy to assist you with processing the respective refunds for the two affected units. 
  Thanks

• Initial Complaint

  Date:10/24/2024

  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 needed part C for ****** F11526Q in Espresso, I was sent C2 which is not the same color or model as the part I need so again I requested C and I received another C2 which does not fit this dresser. I just received another email stating a replacement was on the way but the design had been updated and C was now C2 but C2 is not the right color or design, I now have 3 C2 panels I cant use any of them and was offered a 20% discount on a new dresser..... I haven't even put the first one together because it was damaged in the box upon arrival, this is not ok, im not going to throw a brand new 200$ dresser away because you can't replace a panel. I called the service team to try and make it right and she told me she could refund 32$ which is less than what I paid for the replacement panel. If it wasn't available it should not have been a purchasable option on your website. I just need an Espresso dresser to match my baby's room and don't feel like I should have to pay another $300 given the circumstances. ******** customer service.

  Business Response

  Date: 11/04/2024

  Thank you for reaching out to us in regard to the incorrect replacement parts for the ****** F11526Q dresser in Espresso.We apologize for the inconvenience caused by the repeated shipping of incorrect parts and the subsequent issues you have faced.
  This issue seem to have originated as result of changes to our designs and not having the exact replacement parts available.  Given that you have received multiple incorrect parts, and the dresser was damaged upon arrival, it has been agreed as of 10/29/2024 to offer a full refund for the parts, which customer has agreed to on 11/03/2024. If further assistance is needed, please dont hesitate to contact us. 
   
  
  

• Initial Complaint

  Date:10/17/2024

  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 bought a glider for my babys nursery from Million Dollar Baby ** for $682 on 7/14/24. I started using it after my daughter was born in mid-September. Within a month, the electronics on the glider failed - leaving it stuck with the footrest fully extended. This created a dangerous obstacle in my nursery that had to be avoided in the dark (at night). The glider could be jumped into - a dangerous option when holding a newborn. I asked for a refund immediately. The request was denied by Million Dollar Baby **. I was also treated rudely and dismissively by their customer service team. I still want a refund.

  Business Response

  Date: 10/24/2024

  Hello,

  Thank you for contacting us regarding the issue with your Power Glider. According to our records, the matter has been resolved as of Monday October 21st, and a refund has been issued for the defective unit. If theres anything else we can assist you with, please contact us. Were here to help!

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Babyletto Kiwi Glider and after using it twice and within 2 weeks of receiving it all the automated buttons and functions of the chair broke. it is now stuck in the reclined position. I ordered the item through Crate and Barrel to request the refund and they informed me that they would need to contact *********************************** to get approval. It has now been days since this contact occurred and there is still no response let alone my refund.

• Initial Complaint

  Date:03/04/2024

  Type:Delivery 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.

  Ordered a crib on February 23rd 2024 and it arrived today a week later. Advertised as being the highest quality on their website, it arrived very short of it. Cheap quality, and was quite literally falling apart trying to pick the pieces up out of the box. One of the rails slid off exposing bent staples and very minimal glue (something you definitely want supporting your newborn child, right?) Contacted customer support, they told me they could send me a replacement part to which I responded with my concerns about the overall build quality/safety. They said I could return it but would be charged a 25% return fee. When I told them that was absolutely ridiculous they said to stay on the line and then disconnected from the chat.

  Business Response

  Date: 03/18/2024

  Hello,
  
  Thank you for contacting us and bringing to our attention your experience with one of our products. We deeply value your feedback and take your concerns very seriously. Based on the feedback provided, we believe this unit was damaged during transit,likely as a result of poor unit handling. To better assist you, we need more information to assess the damage sustained by the unit.
  Please reach back to us, our team will happily assist you.

  
  Thanks

• Initial Complaint

  Date:02/27/2024

  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 a chair on 5/24 for a babys nursery. All seemed fine. Set up room early. **** was born in september and by the time my wife went to begin to use the nursery, november december timeframe the recliner stopped working after 3-4 uses. Ther shipped a new one, which arrived with black stains all over the cream colored chair. Shared photos. they have declined to return and refund, which is a must since I lost faith in this chair after receiving two faulty chairs at this point. Will soon lose faith in this company which we own several pieces of other furniture Not only have they declined, they have failed to respond to my requests. We need this resolved

  Business Response

  Date: 03/04/2024

  Hello,
  Thank you for contacting us and bringing to our attention your experience with one of our products. We deeply value your feedback and take your concerns very seriously. Please know that the defective units you received do not meet our quality standards.
  According to our records, our team has already provided you with a partial refund on 02/29/2024, and the matter has been officially closed. Should you need any further assistance, please do not hesitate to reach out to us through babyletto.com. Our dedicated team members will be more than happy to assist you.

  Thank you!

   

• Initial Complaint

  Date:01/22/2024

  Type:Billing 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 a crib and dresser from **************************************** in November 2023 (ORDER BLS-*******). The items were delivered in December. All boxes were in perfect condition but when we opened the boxes, and unwrapped the items, we found numerous dents and scratches as well as a broken crib leg. All damage was clearly there before the item was packaged. I contacted the company via email (**** S was my customer service representative) within 30 days of our delivery but because it was just passed the 30 days from the order, they would not reimburse any funds or stand by their product in any way. The only offer was a "pen" to color up the damaged areas. This does not, however fix the dents or the broken leg on the crib. I paid over $1500.00 for the set. I would never recommend buying from this company. Their quality assurance is clearly non existent and their customer service is terrible. They do not stand by their products. I thought they would refund some of the cost or at the very least issue a credit to use towards something else.

  Business Response

  Date: 02/05/2024

  Hello,
  
  We sincerely apologize for the inconvenience caused by the damaged product you received. We want to assure you that this is not a common occurrence and does not reflect our commitment to delivering high-quality items. Upon reviewing the images you provided, we determined that the issue was a result of poor packaging. We are currently working with our team to prevent these kind of issues in the future.
  
  According to our records, we have already taken action to replace your damaged items. If you require any further assistance or support from Babyletto, please don't hesitate to reach out to us.

  Thank you

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21162213
  
  I am rejecting this response because in addition to having to order new items, I also ordered a pen to cover up the smaller scratches all over the drawers and the crib (so as not to have to reorder everything) but the pen does not even come close to matching the furniture.  The furniture is natural walnut so I ordered the natural walnut pen.  NOT EVEN CLOSE.  With the baby due any day now, it is way to late to order more parts.  This has been a total mess.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/13/2024

  Hello, 

  We apologize if our previous response did not meet your expectations. Ensuring your satisfaction is our utmost priority. 

  Currently, we are actively working with our team to evaluate our range of touch-up pens, with the aim of closely aligning them with the finishes of our products. It's worth noting that due to the intricacies of our production processes, some variations between finished items and our touch-up pens may occur.

  On another note, replacements for the damaged crib and dresser including an entire dresser body with its drawers have already been dispatched to address the issues you've encountered. We're confident these replacements will arrive in pristine condition, minimizing the need for any further touch-up work.

  Should you require additional assistance, please don't hesitate to reach out to us through Babyletto.com. We're dedicated to supporting you in any way we can.

  Thanks,

  Babyletto

• Initial Complaint

  Date:11/21/2022

  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.

  On December 24, 2021, I purchased a ******* sofa from *******, who was owned by Million Dollar Baby. The item was purchased for $899, which was discounted from the regularly marked price. I also paid sales tax and extra for "White Glove Shipping". The item was delivered on January 21, 2022. On July 3, 2022, I discovered the ******* brand had gone out of business when I emailed the company informing them one of my seat cushions was malformed and it seemed like the filling was defective. It was my understanding there was a warranty. On July 7, 2022 they offered me a 20% refund so I could have an upholstery shop add more poly-fill. I noted that the materials were foam cushion wrapped in duck down-feather blend - to which they suggested I procure a quote. I was informed by the upholstery shop that if they only fixed one cushion, the other would look and and feel incorrect; as such, the total estimate for both cushions was $807.28 before tax. I sent this quote back to Million Dollar Baby and they asked me for another quote. I contacted another upholstery shop and was given an estimate of $2,165 to refill the cushions. I sent this quote to Million Dollar Baby to which they responded that the sofa was sold at an extreme discount, as the original price was dropped from $1299 to $899. They refunded me 20% and closed my ticket. I told them I'd be contacting the *** at which point they reiterated that it was deeply discounted. While the customer service agent was responsive, kind, and clearly wanted to help, they weren't able to do anything else. ******* never disclosed on their site that the discount was due to going out of business/liquidation. This deprived me of informed consent. A deep discount does not justify selling defective goods, unless clearly sold "as-is", which this was not. To get this repaired, I'll be spending as much as I would on a new sofa and be without cushions for at least one week.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 8, 2022/12/12) */ *** CASE#: ******* ******* ******* *************** Hello, Customer purchased the item 12/24/2021. Contacted us to report an issue with one of her cushions, 7/3/2021. The item was heavily discounted due to it being discontinued. July 11, Due to it being discontinued there was no warranty provided with the purchase. But we did offer a 90-day return policy for the item. However, customer contacted us well over the 90 days. We offered the customer an additional 20% off the item for the inconvenience. In which she accepted. Please note we have been more than accommodating to the customer. We've honored an additional 20% refund as a courtesy, despite the customer being passed the 90 day return. Consumer Response /* (3000, 10, 2022/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lack of warranty or the reason for the discount being that it was discontinued wasn't shown anywhere that I could see on the website. Had it been clearly shown, I would not have spent $899 + tax + delivery on a sofa that had no warranty. The "customer accepting" was the company automatically refunding my billing method and closing my support ticket. Business Response /* (4000, 12, 2022/12/19) */ *** Complaint Case #******* *************** *************** Customer contacted us 7/3/2021. 6 months after she purchased the item. We always recommend flipping and rotate cushions to even out the wear and tear. This is normal couch maintenance. There was no 1-year warranty provided with the purchase. Our site only offered an up to 90-day refund option for the item. A 20% refund was issued back to the customer on top of the item being highly discounted and despite being out of the return window.