ComplaintsforMillion Dollar Baby

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ************** Chair directly from Million Dollar Baby in December 2021. It was already defective within a few months of use, making a very loud screeching sound. We suffered through it because we had ********************** hardly any free time to deal with something of this nature, but the screeching got worse, and then ball bearings fell out of the bottom of the chair, which are choking hazard for babies. That was the last straw. After I contacted them, they refused to refund my money, and instead insisted that they send me an entirely new chair, because the first one must have been faulty. I received the second chair on May 26th, and right out of the box it was already making noise. As the months have gone on, now less than 3 months after using an entirely new chair, I am in the same place I started - the rocking chair is screeching and squeaking. This company makes terrible and dangerous chairs that don't even last 3 months, and they refuse to be responsible for their faulty products.

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/03) */ *** Case# ******* ******** Hello, Customer purchased a chair back in 11/21. Reported a squeaky issue with the chair via email on 5/17/22, requesting for a refund. Informed her the item was passed the 30 day refund but a new replacement could be sent out. A replacement order was shipped, 5/23/22,**********. Reached out again 8/30/22 reporting a new squeaky issue with the replacement. Video was sent of the issue the customer was experiencing. 9/3/22 Escalated the issue with management and received an approval for refund as an exception. A refund for the original order ******** ($449.00) has been issued. Please allow 3-5 days for processing.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered the Miranda Rocking Chair through a third party (*******) on May 23rd. The chair arrived on May 28th. My husband noted that there was no hardware or support beams in the delivery. Just the chair and legs, so we were unable to build it. I placed my first replacement order right away with ******* to receive the missing parts so we could put the chair together. They still require 7 day processing time, even for replacement orders, so we wait another 2 weeks to receive them. This time they sent the hardware and only ONE support beam when the chair requires TWO to complete it. We were very clear on what we needed based on their assembly manual and ******* repeated it back to me, so I know it was not an error on their part. We place our 2nd replacement order to get the final piece we need. Again, 7 day processing time. At the end of that week, ******* reaches out and says that the manufacturer is saying they don't know what part we're needing and they need confirmation. So not only has this been described multiple times at this point and they didn't have any issue understanding it the first time seeing as one of the two made it in the box, we find ourselves explaining it AGAIN. We need Part D x 1. One of Part D. One support beam. I mean we said it every way possible. This chair has 5 different parts needed to build it, it's not challenging to look at their own guide and figure this out. Fast forward 3 weeks later and still nothing. I reach out to the parts rep at ******* and she says it looks like it showed it was processed out on June 20th, but they had used a duplicate tracking number. The part had not been shipped. So she places a THIRD replacement order for us this morning and a few hours later I am told via email that this part is no longer available. So you've been fulfilling new orders on the chair while mine has sat here for 6 weeks unable to be finished and now I'm out of luck? Completely unacceptable, horrible service, and completely inept company.

  Business response

  08/01/2022

  Business Response /* (1000, 8, 2022/07/27) */ BBB CASE# ******* ******* Order ******* Our records show the customer was sent replacement hardware and 1 part D - Support Rail back on 6/7/2022. (********) ********************* delivered 6/9. Based on the report, it appears there may have been a communication issue between ******* and the customer on regarding the additional replacement part. Upon further review, it appears the item was not stocked, but we now show inventory. An additional replacement for the support rail has been created, *********. Here is your tracking information *********************; scheduled for delivery 7/29/2022. Shipped to: ****************************************************** Customer has been fully accommodated and taken care of. Please let me know if you have any other questions. Consumer Response /* (2000, 10, 2022/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have received the last replacement part and can complete the chair.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I purchased a Jenny Lind Twin bed sold by million dollar baby at a purchase price of $279.00. We used a third-party website, *******, to complete the purchase. Upon opening the package, I noticed that million dollar baby had failed to provide the hardware kit with the required screws, allen wrenches, and metal brackets to set up the bed. We immediately notified the million-dollar baby of the issues and a customer service representative assured us that they would ship those parts the next day. Four days later (05 April), we received a box from million dollar baby that contained the wrong parts; in fact, it contained wooden parts that didn't even match our bed model. We called million-dollar baby again to request the correct parts. Again, a customer service agent informed us that they would rectify this situation immediately and that they would expedite shipping. After waiting another week, I again ( 14 APR) called Million dollar baby customer service and asked for an update on the situation. The agent now informed me that that model was on backorder, and unfortunately, they couldn't ship the parts until they were back in stock. When I demanded a partial refund for having a bed I can't put together, the million-dollar baby rep told me that "they didn't have my money,********* did" and that I could take it up with them. After speaking to ********, they can of course offer a return refund, but they are unable to obtain custom parts from million dollar baby nor can they issue a refund without a return. Million Dollar baby is no longer responsive and has made no effort to rectify the situation since our last call. I feel as if the company has scammed me out of $279 and is indifferent to the fact that I can't even put together the bed I purchased from them. I've already spoken to a local hardware store and may ned up paying $45 for custom brackets and screws to fit the bed model.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/05/02) */ Hello, BBB CASE#: ******* Thank you for reaching out. I sincerely apologize for any confusion. Please note, since the item was not purchased through us directly, we were not able to assist the customer with their refund request. Since the item was purchased through *******, they would need to reach out to ******* with any refund inquiries. In reference to the customer's missing hardware for the Jenny Lind Toddler bed, it is now back in stock. I went ahead and created a replacement order for the missing hardware to be sent and shipped to the customer, *********. Please allow 7 days for processing. Once shipped the customer should receive an email with the tracking information for their reference. Again, I apologize for any inconvenience and hope I was able to clear up any confusion. Please feel free to contact us if you have any further questions. Consumer Response /* (2000, 7, 2022/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩