ComplaintsforSpectra Baby USA

• Initial Complaint

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have contacted customer support for ********************** three times with no response. Here are the ways that I contacted them:July 11: Filled out online message form (***********************************************). I never received confirmation they received my message nor did I receive a response.July 18: Called the customer care line *************) at ****** EST (4:17pm PST in the screenshot on my phone). Their website advertises that they are available from 9am-8pm EST, but I received an automated message that I was calling outside of hours. I left a message asking them to respond to my online form or call me back, and I never received a reply.July 30: Scheduled an appointment with a lactation consultant (********************************************) for July 31. I received a confirmation page for Case ***** but never received an email with details to join the appointment.I purchased a Spectra S2 Plus earlier this year, and I need product support for it. I'm extremely disappointed that they have not acknowledged nor responded to any of my outreach. They should be required to update their website so it states their actual customer support hours and so the scheduling system works. I would also like to be contacted by the business.

  Business response

  08/05/2024

  During our recent website update, there was a temporary discrepancy in the displayed office hours, which reflected previous departmental times. We promptly corrected this to reflect our current hours of Monday through Friday, 9 AM to 5 PM. We regret any inconvenience this may have caused, particularly as our offices were closed when the customer called, as noted in the voicemail.
  
  We attempted to reach the customer by phone today but were unable to connect; however, we left a voicemail and have also sent a follow-up email. We appreciate your understanding and apologize for any inconvenience this situation may have caused.

  Customer response

  08/12/2024

   
  Complaint: 22078159
  
  I am rejecting this response because: Spectra has not resolved the issues with online scheduling with a lactation consultant, and they ignored my request to schedule with a lactation consultant during our email communication.
  
  Sincerely,
  
  ***************************

  Business response

  08/13/2024

  
  Our **************Lactation Team has made several attempts to contact **************** regarding the ongoing issue. **************** has informed us that she will reach out when she is available. 
  
  This evening, our Lactation Team will make another effort to connect with ****************. If she is unavailable, our IBCLC will leave a message outlining the times they are available, allowing **************** to arrange a convenient time for a discussion.
  
  Again. we apologize for any inconvenience caused during our recent website update, which has since been resolved. We appreciate your patience and look forward to assisting **************** promptly. 
  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a warranty claim on 4/16/24 following the instructions given to me by ***************************** on 4/8/24 over the phone she followed with the instructions in an email after I explained that my spectra pump I received from my *** company per the VA maternity care coordinator was not charging correctly and retaining a charge and in my claim I sent proof from the *** company and video evidence of the failure of my pump to charge past 50% and explained it would not charge further, it would not retain the charge like it should for portable pumping, and sometimes if it dies it will not charge for hours and just turns on and off over and over again. ******** instructed me that as soon as the claim was received I would get an email within 24hours and a new pump would ship. Which is important as Im exclusively breast feeding my newborn and need to pump. Ive emailed ******** to follow up on 4/18 as well as left voicemails both 4/17 and 4/18. Today 4/19 Ive called 5 times only to be placed on hold to listen to music without speaking to anyone and then hung up on. I would like my claim processed and a new pump shipped per my warranty.

  Business response

  05/17/2024

  Hello, Mom has been assisted and new pump was processed and shipped to her on 4/22. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 14, 2023, I purchased a Spectra Model S2PLUS (a type of powered breast pump) from Amazon.com's product page that detailed the manufacturer (Spectra Baby USA) should be contacted for all warranty claims/malfunctions. The item was shipped July 17, 2023 and received soon thereafter in a completely sealed product package. Within the box, the product also contained a message from Spectra Baby USA (SBU) stating the product has a two-year warranty covering all manufacturing issues not caused by customer misuse/mishandling. This product ceased to extract milk from either breast through either pump opening (hand expression was literally more effective) during the last week of February 2024 (i.e. less than eight (8) months following purchase). After multiple phone calls and emails with both SBU and Amazon respective customer support and warranty departments between March 7-March 19, 2024, neither company will honor this warranty advertised with the product. SBU claims the product had to be purchased from their one (1) authorized seller on Amazon for this warranty to be valid, but there is NO VERBIAGE to this effect on Amazon's product page nor is it possible for a customer to even choose the seller during any part of the Amazon purchase process. SBU tells me Amazon should refund me, while Amazon and their seller CareLine Medical both say SBU is responsible for its warranty claims. Amazon customer support employees even claimed during our phone discussions that their A-to-Z guarantee team would issue me a refund, but then that team sent me an email refusing a refund for the reason stated above.In order to provide for my infant and not have my milk supply drop from lack of pumping, which can occur within days of halting pumping/nursing, I had to purchase a replacement while waiting for these companies to take responsibility for this warranty. So, a replacement is not needed, but I am owed a refund by either SBU or Amazon since the product has this warranty.

  Customer response

  04/15/2024

  To whom it may concern:

  I appreciate the complaint being processed.  It has been over two business weeks since this complaint was filed, so I am looking to see if there has been any progress made, i.e. Spectra Baby USA's response to your contact or BBB's next steps in lieu of their response.

  Many thanks,

  Customer response

  04/27/2024

  Thank you ****** and BBB team for the update.

  I have NOT heard from SpectraBabyUSA regarding this issue or for any other reason.  As my original complaint states, I went back and forth with different departments only to be told they (SBU) would not be honoring their own warranty.  Eventually, they stopped replying to my emails altogether.  I do not expect them to be professional with this case.

  R. Battle

   

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Spectra Gold which broke within the 2 year warranty period. I have reached out to the warranty department 4x over the last month via email with no meaningful response or forward momentum on getting a replacement.The only response I have received is a reply to the email string which had full history of the conversation saying they couldnt find my emails where I provided warranty information. After I responded, the failed to reply again.It seems as this point they are determined not to provide a helpful solution or fulfill the warranty obligations .

  Business response

  02/21/2024

  Received customers email 2/9/24 with a forward of 1/21/24. Case claim was entered on 2/9/24 and customer was taken care of promptly once all requested documentation was received on 2/15/24. Replacement has been shipped and delivered.  Attachments included. We do thank ************** for her patience. If there is anything else need please do not hesitate to reach out.

   

  Thank you,

  Spectra Baby USA

  Customer response

  02/24/2024

   
  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

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a breast pump on February 7, 2023. I returned the item after communications with the representative. The item was delivered and received by Spectra on March 9. I followed up via email on March 17, May 9, May 31, and June 2 with no responses. I still have not received my refund and no responses.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered my spectra gold pump since I had a baby, I have had the pump since March I believe. When I revived it one of the phalanges on the size 28 is melted in. I have tried getting the company to send me a new one to no avail. Now let me remind you I only use the pump about 4 times a day. The tubing to connect to the back flow does not want to stay connected, its *****************. Also it has a hole in one of the tubes. I have used another brand pump and was able to sit back and nap during my night time pump sessions. I can not with the spectra gold, because it keeps popping off and I loose suction. I like the pump just really disappointed how quickly its falling apart. I spent over $300 on it and its acting like it was a $100 pump. I feel like its limping along.

  Business response

  12/06/2022

  First and Foremost we would like to thank the customer for choosing ********************** for her pumping needs. Per our instructions it is recommended that all replacement parts mentioned by the customer are replaced every 90 days and every 30 days if the customer is an exclusive pumper. Reason being the parts mentioned are silicon and become worn when pulled on and off which is necessary for daily cleaning as well as the intergrity and functionality of the pump This is recommended by Spectra and an industry standard with all pump parts on the market and replacement parts are offered on our site to all customers for purchase. The customer has since been contacted and educated on this recommendation and as a one time courtesy the customer has been supplied with replacement parts which were overnighted to her at the beginning of November. The complaint has been closed

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: July 3rd I placed an order with Spectra Order #******* and received the receipt email right away about my order. I selected a 3 day delivery by paying additional delivery charges and its 8 days not since i did not receive my order. I called customer care on 3 different occasions, 1 of which the support agent listened to my query and forwarded me to a voice mail instead of resolving. The second time the agent confirmed she does not see my order and would request retail team to reach out the same day and that too did not happen. My emails to the retail team is also not being responded to. My wife needed the parts as my infant is exclusively fed pumped milk and she is facing milk supply issues. Its unfortunate that a business indirectly dealing with child well being has such insensitive workforce. I would like the business to send the parts in a single day delivery and reimburse me the additional delivery charges they took for a 3 day delivery which clearly they have failed to comply.

  Business response

  08/01/2022

  First and foremost we would like to thank the customer for choosing ********************** for their lactation needs. Our goal is to provide 100% customer satisfaction to all of our  customers. We do apologize for any inconvenience we have caused. We spoke directly with the customer and resolved their issue. We appreciate them as a valued customer. Their complaint has been closed in our system and the customer is satisfied with the resolution. 

  Customer response

  08/02/2022

   
  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,
  
  ***** Adithian

*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. ↩