ComplaintsforMaclaren NA, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In November of 2019, I purchased a Maclaren Atom Stroller. The stroller performed well for a period of time, but all too soon the back rod, which holds the back wheels, came off completely. I contacted Warranties and Repairs in March, and only in May did they answer stating that the stroller is no longer covered under the warranty. I responded and pointed out that their Maclaren Sovereign™ Lifetime Warranty sheet available on your website clearly states ""Our guarantee: If, during your lifetime of use, you find any defect in material or workmanship, or the product should fail to function with proper use and care, we will gladly repair or replace it.", but they ignored me. I created a new ticket online and received an auto response that my issue will be reviewed, but apparently it never was reviewed, as nobody got back to me. I tried every phone number available on the web, but was unable to reach them. I would appreciate assistance in getting this stroller fixed or replaced, or otherwise a full refund would be acceptable. Thank you. https://shop.maclarenbaby.com/the-world-of-maclarenInitial Complaint
11/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The replacement wheels I purchased for my **** ******* stroller broke in less than a year, within the manufacturer's guarantee. We contacted via email them asking for a replacement and they ignored us. After contacting them again, they asked for information and said they'd get back to us. Months went by and nothing. Then we tried to contact them multiple times over their company ******** chat and they kept asking us to wait and said that they'd get back to us. I provided everything they asked for - dates of contact, claim/ticket numbers, the product problems. This has been going on for MONTHS. My family and I took a trip and had to rent a stroller costing us hundreds of dollars because we could not use our family stroller. Maclaren does not honor it's "sovereign lifetime warranty". That is false marketing and false advertising! They do not even provide basic customer service. They ignore their customers or claim they'll get back to you and never do. I am seeking a refund for the wheels I purchased as well as reimbursement for my stroller rental.Initial Complaint
04/05/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
SUMMARY: MacLaren is not honoring their lifetime product warranty, and they are not even responding to any of my messages. In 2016, I purchased a MacLaren baby stroller that is supposed to be covered by their "Sovereign Lifetime Warranty." On Aug 10, 2021, I opened a warranty and repair claim (case #*****) because the umbrella-style stroller no longer closes properly. I provided them with all requested info including proof of purchase, the product VIN number, etc. Initially, MacLaren was responsive and asked me to send them a video showing the problem with the stroller. After I failed to send them the requested video in a timely fashion, they closed the repair case but told me I could reopen it at any time simply by replying to the email and attaching the requested video. In January 2022, I attempted to reopen the warranty and repair claim, but I received no response. I followed up several times by email, but again received no response. On March 3, 2022 I was finally able to contact MacLaren via the online chat function on their website (which is usually offline). I explained the problem and they said someone would follow up with me the next day. On March 4, I received an email apologizing for the delay getting back to me and asking me to send them a photograph of the product VIN number on the back of the stroller (which is info I had already provided when I opened the claim). That same day, I forwarded them the requested photograph, but once again I have not heard back from them since, even after multiple follow-ups via email, the contact webform on their website, ******** ********** etc. At this point, 8 months after I initially opened the warranty and repair claim and 3 months after I forwarded the video they had requested, it seems clear that MacLaren is unable or unwilling to provide even the most basic customer service, much less honor their product warranty. I just want to know where I can take my stroller to get it fixed!
*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. ↩
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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.