We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

Hatch, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/17/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    need to receive a confirmation you are canceling my account and never charging my cash app again.We spoke on the phone with your company many times. I purchased the hatch for my daughter it arrived one month later after Christmas and her birthday had passed. We finally set up her own account that was not easy. She has paid you in full for a one month membership. And now each month since December you try to charge me. I changed my cash app card. You still tried to charge the new card. If I don't receive confirmation you have canceled ****** ***** s account and no further charges will be encountered the next charge I will be bringing you to small claims court and suing for all the costs since signing up and purchasing this bad product.Sincerely ****** *****

    Business Response

    Date: 03/17/2025

    Thank you very much for bringing this to our attention!

     

    We will reach out to the customer directly, as we are very concerned to hear that she may have been working with the wrong company! We do not offer phone support like she mentioned. We will reach out to the customer right away to resolve the issue.

  • Initial Complaint

    Date:02/24/2025

    Type:Delivery Issues
    Status:
    Answered
    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 01/20/25, I placed an order with Hatch **** and mistakenly entered the wrong shipping address. Within minutes, I realized the mistake and attempted to contact customer support. Despite having a phone number listed, there was no option to speak with a representative. Their AI chatbot told me the order couldnt be changed, and I was forced to send an emailbut I have yet to receive a *********** is unacceptable that Hatch **** does not allow basic order modifications after an order is placed and does not have any live customer support. I simply want my order shipped to the correct address or cancelled if they refuse to correct it.

    Business Response

    Date: 02/25/2025

    Thank you very much for bringing this to our attention. 

     

    We reached out to the customer on 2/22 to resolve this issue, and will continue working directly with them to resolve the issue

  • Initial Complaint

    Date:01/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 placed an order on December 16, almost a month ago for the Restore 2 product. The product still has not shipped and I have not been receiving any updates on the shipping status and have not been refunded.

    Business Response

    Date: 01/06/2025

    Thank you very much for bringing this to our attention!

     

    We have reached out directly to the customer to resolve this issue. 

     

    Thank you - Support Leadership

  • Initial Complaint

    Date:12/31/2024

    Type:Product Issues
    Status:
    Resolved
    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 Hatch Sleep machine through ****** in mid-October. I tried it a few times and it caused me to wake up in the middle of the night with anxiety. I put it back in its original box and put it in my closet until I was going to return it. I assumed that I had until the end of January to return it to ****** like most products I had purchased during this time frame due to holiday ordering.I had a family emergency occur and completely forgot about returning it. When I went to create a return for the Hatch Sleep machine, I saw that the return window had actually passed in November! I reached out to Amazon CS several times and they stated they could not help me and suggested I contact the mfg., Hatch, Inc. I reached out to Hatch, **** via email since they did not have a working contact phone number. I received an email back from the company stating that if I purchased the product through Hatch, Inc. I would have had 30 days to return it. They stated they could not honor any returns through a 3rd party, and I would have to go through them, meaning ******. I wrote Hatch, Inc. back asking if they could allow for an exception since the product causes me anxiety rather than a restful sleep and calmness but it looks like they will not back their product and provide me with a refund, regardless of where I purchased it! I think that's awful because it was a lot of money and I thought I had more time to return it through ******. ****** tells me to reach out to Hatch, and Hatch tells me to reach out to ******. No one will help me and I am out $154! If a product doesn't work for a customer, I feel the company should take the return back and provide a full refund to satisfy the customer.

    Business Response

    Date: 01/01/2025

    Thank you for bringing this to our attention. 

     

    The order in question was placed by a 3rd party, not us directly so we are unable to adjust their return policies or windows. However, we have reached out directly to the customer as a sign of good faith to resolve the matter. 

     

     

    Customer Answer

    Date: 01/02/2025

     
    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. They have reached out to me and provided a refund through the 3rd party.

    Sincerely,

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

  • Initial Complaint

    Date:12/30/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Hatch Alarm clock. Model Restore 2. This is a Christmas gift for my daughter. I purchased this gift on 12/3/2024. I have not received a tracking number nor delivery details. It is 12/22/2024 and no idea if it will be delivered. I have emailed the company and nothing has been confirmed. Very frustrated that they promote items but cant provide information on shipping.

    Business Response

    Date: 01/01/2025

    Hi there, 

     

    Thank you so much for bringing this to our attention! We did reach out and speak with the customer regarding a shipping delay on December 22 and provided a partial refund for the trouble. The order was successfully delivered on December 23rd under the Amazon fulfillment Tracking ID ***************

     

    Customer Answer

    Date: 01/02/2025

     
    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:09/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 the Hatch device and followed all the instructions to receive the replacement adapter which includes cutting my old adapter cord. They never sent the promised replacement. Now I am left with a device with no cord and the device is totally useless to me and I am expecting twins.

    Business Response

    Date: 09/03/2024

    Hi Nat, 

     

    Thank you for bringing this to our attention! We are reaching out to the customer now to resolve this as soon as possible. 

  • Initial Complaint

    Date:08/05/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 July 6, I received an email from Hatch stating a Safety Recall Notice for our Hatch Rest sleep system and that their 1st generation's units had a faulty power adapter. Per their instructions, they asked us to confirm the power cord and then to submit a request form via their website and to cut the cord and provide a photo of the cut cord showing also the model number. I followed these instructions and submitted the picture with the cord cut on July 10.On July 24, I received another email confirming that a replacement order was to be sent with order no. ORDER REPC2024070617245505191 stating that a cord would be sent. It is now near 2 weeks and almost an entire month that I have had no cord to power my hatch rest sleep machine that was meant for my newborn baby (born July 3rd). This has essentially made the very item that I purchased useful and the company has not in a timely manner sent the item which they had told us they would replace.

    Business Response

    Date: 08/05/2024

    Thank you very much for bringing this to our attention!

    We have reached out to the customer now to fix this issue. 

     

    Best,

    Hatch Support Leadership

    Customer Answer

    Date: 08/05/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Helicon Kuan

  • Initial Complaint

    Date:07/24/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Hatch, *** issued an adapter recall on 03-Jul. See details here: **************************************************** I reached out to the company on 07-Jul to request a new adapter and included a picture per the instructions provided on this link: ******************************************************************************************************** I received this hatch in *********************************************************************************************** use, the company replied saying that an email to request a new adapter was sent to all registered users, but after confirming with them that the email used to register the product is no longer in use I have not received any replies, even after following up several times. I would like to receive a new adapter for this product but the company does not see to be following through with their recall.

    Business Response

    Date: 07/26/2024

    Good morning, 

     

    Thank you for bringing this to our attention! We are working with the customer now to resolve this issue!

    Customer Answer

    Date: 08/08/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 power cable to the Hatch Rest has been recalled. There is an automated email process to submit name, address, and a picture of the power cable that requires it to be cut. When the email is sent, an automatic reply is issued that they sent instructions to get a new power cable to those who registered their devices. I did not register and do not have this email. I now have a device with now working power cable. I have tried to call the company but they are not taking live calls. I have attempted to contact them through support on their website, but this takes me back to the automated recall email. I have no means to obtain a replacement power cable or contact the company and I now do not have a working device.

    Business Response

    Date: 07/26/2024

    Thank you for bringing this to our attention. We are reaching out to the customer right now to fix this issue!

  • Initial Complaint

    Date:07/22/2024

    Type:Product Issues
    Status:
    Resolved
    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 contacted an emailed the support team through the company hatch for the sound machine for infant babies. They recently had a recall through ******* I filed the complaint to have the adapter the correct adapter the safe adapter mailed to myself and I have not received a response every time you go to the contact information to submit a request, its just a robot who does not permit you to speak to an actual live agent. We have the adapter that has been on recall that is not safe for infants. I am pregnant and I have two babies already. I just want them to mail me the correct item I have sent them all the information thats needed and I have , not received a correct response. The only thing that they keep telling me is their closing the ticket. Mail safe adapter to ****************************

    Business Response

    Date: 07/26/2024

    Thank you so much for bringing this to our attention. 

     

    We are reaching out directly to the customer to fix this!

    Customer Answer

    Date: 07/29/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

Hatch, Inc. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.