ComplaintsforHatch, Inc.
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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
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 response
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 KuanInitial Complaint
07/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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
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 response
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
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
07/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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,
*************************Initial Complaint
03/29/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order on 7/17/2022, for a Restore Device. A few months later, on 3/22/2023 the device suddenly stopped working and would not connect. I reached out to the company, which stated the product is not able to be used without a monthly subscription fee. Per the company's representative there was a small "*" with the product name, stating this. Per the Hatch website, there is not information stating you must have this subscription fee (*******************************************************************************************************************************). I feel this is pure deception by the company. I have requested a refund but the company has denied the request, stating it is beyond the 60 day window. (Which, conveniently is just outside the "free trial".)Business response
04/07/2023
Hi there,
We are so sorry about this experience! We will have someone in Customer Support reach out to you ASAP to get this resolved.
All the best,
The Hatch Team
Customer response
05/02/2023
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,
*********************
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Customer Complaints Summary
7 total complaints in the last 3 years.
5 complaints closed in the last 12 months.