ComplaintsforWillow Pump

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a willow go pump from Amazon (which the company says it is an approved way to purchase the pumps) I went on Amazon and purchased my pumps on 10/09/2023. I have been using them and all of the sudden one of my pump motors has broke(this is a know problems with their pumps) and the other has a crack in the side of the pump (also a know complication of their pumps). I called their customer service on 06/07/2024 and was help but she was rude. Then the next day I was told that because I purchased from Amazon that they will not warranty my pumps. I then tried to escalate to a supervisor and she told me that I can purchase a new pump through them but that is the best they can do. All I want is for them to honor their warranty. Because of this they are messing with my babys way to eat and me financial because I also feed other babies.

  Business response

  06/12/2024

  According to our records, your warranty is void. Our warranty policy can be found here

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased willow go pump on amazon from the seller Willow store. Received pump in the mail and plugged in the pumps per the directions to wake them up. Left pump turned on immediately, right pump completely unresponsive. No led lights, no charging signal, and won't turn over. Contacted Willow customer care and they said I need a new pump replacement. I sent them my serial information and invoice. They said they won't replace my pump because it's not under warranty since I didn't buy it directly from them though Amazon shows Willow store as the seller. Amazon says to contact the manufacturer since they can't accept a return for it. Now I'm stuck with a $400 pump that doesn't work and never used and no one is willing to help.

  Business response

  06/05/2024

  According to our records, your warranty is void. Our warranty policy can be found here . A member of our team will reach out to discuss your experience soon.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Willow Go Pump and Anywhere Case Bundle which was listed to include a pump and case. I selected the case color and purchased the bundle. No where in my cart did it list the items separate as it only had the bundle listed. I received my package today, 05/08, and there was no case. I contacted the company and they stated that it was not sent because it should have been a separate item in my cart and purchased at an additional price to the bundle. I explained that this was false advertising and the representative stated this has happened with multiple women. I was told I could purchase the case at the sale price and have free shipping, which is not right considering I paid for a bundle and it was listed as included on my order.

  Business response

  05/09/2024

  A member of our team will reach out to discuss your experience soon

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Willow Go breast pump on Feb 5th 2024 and out of the box they didnt work. I cant return them to Pottsry Barn Kids as they are now open and I contacted Willow Go customer support and they sent me two new ones. Well now a few weeks later these two are now not charging and wont work as well. They wont give me a refund and my the not pumping is effecting my milk supply. This is a consistent issue with this company and I believe there should be a class action lawsuit as they wont refund the cost of defective products they know they sell. I cant wait another two weeks to get more replacements because I have to pump. I want my money back so I can purchase a better breast pump.

  Business response

  03/28/2024

  We are so sorry to hear about your experience, a member of our team will reach out soon.

  Customer response

  03/28/2024

   
  Complaint: 21479739
  
  I am rejecting this response because:
  I have not heard back from the business as of yet and I do not know what their solution will be.  In the past it has only been to offer a replacement and my replacements have quit working in less than 30 days as well.  This is a known issue with their product and my only satisfactory solution will be a refund so I can purchase another type of pump.  
  Sincerely,
  
  ****************

  Business response

  03/29/2024

  A member of our team has reached out via email, please check your spam and trash folders.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got the willow a few weeks after having my first baby so that I would be able to pump at work since I am a registered nurse and need to be able to move around and pump. I had continuous issues with the pumps not suctioning/ registering that it was on my body throwing multiple errors. I called Willow and explained to them that I had owned these for less that 2 weeks and they were already not working. They then sent me replacements that I had used for maybe 2-3 days and now they are not suctioning again. I reached out to them because at this point I want my $500+ back. These pumps have not worked now through two different sets of brand new pumps out of the box. They offered instead to send me yet another replacement but I just want a refund. I cannot afford to not be able to pump at work to the point where it causes pain and leaks and also makes my supply tank since I am unable to pump for 12+ hours if I try to rely on these pumps.

  Business response

  02/02/2024

  A member of our team will reach out to discuss your experience soon.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/19/23 I purchased a Willow GO breast pump (and a set of 7oz collection cups) from the Willow website. Total spent (w/tax) was $306.34.On 9/5/23 I reached out to Willow customer service because my right pump had seized up and stopped working. Willow replaced the pump. On 9/13/23, I again reached out to Willow customer service because the left pump had also seized up and stopped working. Willow replaced the pump.On 11/9/23, I was again forced to reach out to Willow customer service because 1 of the 2 latches that hold the milk collection cup on to the pump had broken, rendering the pump unusable. I asked for a refund several times and was told no several times. Willow replaced the pump for a 3rd time.On 11/20/23 I was unfortunately put in a position where I was away from home without my breast pump and desperately needed to pump as I was extremely engorged. I located the nearest Target to purchase a pump. To my chagrin, the only pump available was a Willow Go. I had no choice but to purchase it. The total was $278.23 with tax. I stopped using the set of pumps purchased 7/19/23.Today 1/11/24 - 1 of the 2 latches that hold the milk cup on the left pump of the set purchased 11/20/23. I contacted Willow support and was told in no uncertain terms that I would not be permitted to make a warranty claim on this set of pumps as I had made too many claims with the other set. I have spent $621.65 on Willow Go pump system and have no working pumps. Pumps that cost approximately $300 a set should last more than 2 months. Willow will not take them back, Target will not take them back. I want a refund for both sets of pumps as well as two sets of 7oz milk collection cups (one purchased 7/19, one purchased 11/4). I wish to work this out without involving legal avenues, but will do so if a suitable resolution is not reached through the BBB.

  Business response

  01/12/2024

  I am so sorry to read about your experience. Someone from our customer care team will be in touch to discuss.

  Customer response

  01/16/2024

   
  Complaint: 21135056
  
  I am rejecting this response because:
  I have not yet had a chance to speak with a supervisor, I am scheduled to speak with them tomorrow at 2pm. 
  Sincerely,
  
  *************************

  Business response

  01/18/2024

  A member of our team will reach out to discuss your experience soon.

• Initial Complaint

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 09, 2023, I purchase from the Company Willow a pair of Willow 3.0 wearable Breast Pumps for $450.00 including shipping also 2 milk containers for $49.99 + $14.99 shipping and handling. Not even close worth to that. They have been a problem from the day I received them, the suction modes are limited-time, the battery dies quickly limited-time lasting, if not in use they drain fast, very heavy on breast, 2 pumps with one charger only can charge one at a time but when you're not pumping. The App that comes with them non workable on my phone, troubleshooting is insane. The notifications are non stopped to fix issues. I reached out to them many times, they couldn't even figure out what was wrong, kept making quesses of the probability of the problem. They sent me many different sizes of suction cups to try if that was the problem. I would tried it would take me 1 hour to try to get 2 ounces. This is insane. I don't have that kind of time to waste with a baby that needs milk at the babysitter also, I work my boss was not to happy. I had to stop trying with these pumps, and purchase something cheaper. Now, I have pumps this expensive that I can't even use. Willow pumps needs to correct this situation. I'm not happy at all.

  Business response

  01/09/2024

  A member of our team will reach out to discuss your experience soon.

  Customer response

  01/09/2024

   
  Complaint: 21107832
  
  I am rejecting this response because: they always say that and they never get back, I have reach out yo them always. They need to respond with a solution. I have waited long enough.

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

  Business response

  01/11/2024

  A member of our team will reach out to discuss your experience soon.

  Customer response

  01/12/2024

   
  Complaint: 21107832
  
  I am rejecting this response because: the company is not giving a satisfactory resolution. This pumps are very expensive non functional and I spent a lot of money on them ( the kit plus extra attachments) they need to be refunded also, I'm never going to use them again, why should I have to keep them and not get refunded if I return the pumps.

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

  Business response

  01/12/2024

  Unfortunately, we cannot refund the accessories because they are outside of the warranty time frame. A member of our team will reach out to you.

  Customer response

  01/16/2024

   
  Complaint: 21107832
  
  I am rejecting this response because:
  I got them to see if it would help me with the pumps, your pumps didn't help, I should be refunded for everything that I purchase, I'm never going to have use for them

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

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a willow go through a authorized around June 2023. 3 months later, my left pump performance decreased and I reported that. I was just sent complicated instructions that required hours of my time so I decided to quit it and just deal with problem by just recharging it. Then the following month, my right pump stopped working. Now I have two no-working pumps. This problem has affected my milk supply since I'm on the move in the mornings taking care of my kids, homeschooling, doing therapy, and cooking. I have been asking for my money back put the company refuses to because it's their policy. I have try to find a resolution with them in the past but they refuse to do it. I strongly believe that they want to drag this issue by sending complicated instructions and drag me out of warranty.

  Business response

  12/21/2023

  I am so sorry to read about your experience. Someone from our customer care team will be in touch to discuss your concerns.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife ordered this pump four months ago as it would allow her to pump more freely. The experience has been riddled with issues and has only gotten worse as weve tried to resolve with Willow customer service. The pump canister would leak onto her and not fully transfer the milk into the bags when attached. She emailed customer service multiple times and was given the same troubleshooting response. After re-installing, updating firmware, force-closing the app and re-installing, none of it worked. I then contacted customer service as she was exhausted and defeated from attempting to correct this. I went through the steps with the customer service rep and was told replacements would be sent to us, as a return/refund was not allowed. 3 weeks went by with no new pumps arriving and no email notification received. When I called back I was told the rep never initiated the replacements and I would be required to troubleshoot again.or I could receive a call from a supervisor at a random time in the middle of the week. My son is now 7mths old, so we essentially have ~4mths to use these pumps before he moves onto solid foods. This company does everything they can to not send replacements or correct an issue..constant roundabout ways to get you to go away. I wouldnt recommend to anyone and wish they would just act appropriately and either refund my wife for a non-working item. This has been completely unacceptable.

  Business response

  12/19/2023

  We are so sorry to hear about your experience. Please contact customer care if there is anything else we can help with

  Customer response

  01/04/2024

   I received a replacement set from the manufacturer prior to Xmas. My wife has been attempting to use them, but they are still malfunctioning.  We are attempting to troubleshoot one last time with Customer Support, but at this stage we are still requesting a refund. 

   

  I'm being told continuously by their customer support that a refund is not an option, which honestly is absurd.  To call this anything other than a faulty product is just false. The pump either doesn't work, the ounces don't register properly and the unit still leaks....wasting the milk my wife can produce and putting additional strain on her to feed our child.  

   

  I am going to attempt to contact them again this week, now that the holidays have passed, but I am not optimistic.

   

   

  *************************

  Business response

  01/04/2024

  I am so sorry to read about your experience. Someone from our customer care team will be in touch to discuss.

  Customer response

  01/04/2024

   
  Complaint: 21016915
  
  I am rejecting this response because:

  I cannot determine if this is an acceptable outcome until talking with their team and determining if the product can be corrected to operated as intended.  After discussing with Willow, I will reconvene with BBB to determien if we have an acceptable resolution. 

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

  Business response

  01/05/2024

  A member of our team will reach out to discuss your experience soon.

  Customer response

  01/10/2024

   
  Complaint: 21016915
  
  I am rejecting this response because, while I was contacted by the business and am currently working through the return process, it has not been finalized.  I will wait to see how this process concludes before considering to accept any reponse or to consider this matter closed.
  Sincerely,
  
  *************************

  Business response

  01/11/2024

  A member of our team will reach out to discuss your experience soon

  Customer response

  01/12/2024

   
  Complaint: 21016915
  
  I am rejecting this response because the matter is not resolved yet, but is currently in process. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gen 3 wireless breast pump purchased in August of 2023, utilized in early October upon return to work. Company advertises pumps as a "freedom" giving solution to pumping. Product has continuous issues such as leaking, disconnecting from app, and unwarranted error codes. Have had parts replaced with the same result. Upon calling customer service for the 4th time I asked for a refund or a replacement. I was told a refund was not possible and that in order to have a replacement I would have to go through the process of troubleshooting the bluetooth disconnection again (the primary issue is the ongoing leaking). Expensive pumping system and accessories to then have what should be nourishing your child end up all over the floor.

  Business response

  11/07/2023

  We are so sorry to hear about your experience. Please contact customer care if there is anything else we can help with.

*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. ↩