ComplaintsforKiinde LLC

• Initial Complaint

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a Kiinde system January of 2023, while pregnant. When my baby arrives in April I attempted to use it, only to discover that the bottle warmer was defective. It doesn’t have water that rises and reverses and it overheats the milk. It gets so hot it is a burning hazard. I contacted customer support and provided the required information, and was sent a link to complete shipping information for a replacement model. I was told to dispose of my defective model and that a new one would be sent. I have now sent 6 emails about this and have yet to receive the replacement three weeks later. It’s clear now that they are intentionally selling defective models with no intent to replace them.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received the bottle warmer as a gift in July 2022. It stopped working in January 2023 after only 3 months of use. I made a warranty claim to Kiinde on January 19, 2022 via email. They responded with attempts to fix it that did not work. On January 21, 2022, they offered to replace it and sent an email link, but the link did not work. I sent an email stating the link did not work and to mail the new bottle warmer to my address on January 21, 2022. I have not received the bottle warmer or any further response. They are not honoring their 1-year warranty.

  Business response

  01/27/2023

  On January 19, 2023 customer emailed the following:

  We received the Kiinde Kozii bottle warmer and it stopped pumping water. I followed the instructions for trouble shooting the water not rising and none of them worked. Please help.

  Thanks.
  Alex T******

   

  On January 20, 2023 Kiinde responded with the following email:

  We are sorry you are encountering issues with your Kozii Warmer. We never want to hear this and we are here to work with you on troubleshooting.
   
  There are three potential issues you should test:
   
  #1 - The outlet is off
  Please confirm the outlet you are plugged into is live. Please try different outlets, such as an outlet that a known appliance is plugged into.
   
  #2 - Debris in the pump
  There is a chance some debris may be lodged in the pump. Firmly tapping the side or top of Kozii Warmer can free up the debris. Please follow the instructions to dislodge debris. Make sure you read ALL the instructions before proceeding:
  A - You should cover your work space with a towel.
  B - There should be enough water in Kozii Warmer so that the water level is barely touching the FULL mark in the bottom of the warming chamber. 
  C - Plug in the Kozii Warmer.
  D - DO NOT INSERT A BAG OR BOTTLE.
  E - Without any bag or bottle in the warming chamber, turn Kiinde Kozii ON by setting the timer to 5 minutes.
  F - With Kozii Warmer on a flat surface, firmly tap the sides and top of Kozii with the palm of your hand while Kozii Warmer is on (timer at 5 minutes). Be careful not to tap so firmly that water splashes out. The water in Kozii Warmer may be warm.
  G - If the pump starts running again, you're finished! Turn Kozii Warmer off, empty the water and clean the unit to try and remove the debris that caused the clog in the first place.
  H - If the pump does not start running, turn Kozii Warmer off immediately by turning the knob back to zero and unplugging the power cord from the wall.
   
  #3 - The pump needs to be reprimed
  Occasionally, Kozii's water pump needs to be re-primed. If the pump seems to be weaker than usual, bubbling excessively, or catching large amounts of air, try these steps.
  A - Confirm you have added enough water so that the water is overflowing through the overflow drain at the top/back of the warming chamber during normal operation (with the bottle or bag in place). 
  B - If the pump still seems to be struggling, add the normal amount of water and turn the knob past 3 minutes to start the pump.
  C - Wait 30 seconds, then manually turn the knob back to 0 to turn the pump off.
  D - Wait another 30 seconds, then turn the knob to start the pump again.
  E - Wait 30-60 seconds one more time. Usually this is all that is needed to re-prime the pump and purge the air out of the system. 
  F - If it doesn't work, try this stop/start procedure one more time.
   
  Should none of these suggestions do the trick, please provide the following, and we'll go from there:
  A copy of the receipt showing the Kozii purchase, or if the unit was a gift, a copy of the gift receipt or a screenshot of the on-line registry showing the date of purchase**
  A clear image showing the date code on the bottom of the unit
  Approximately how much use your unit has gotten (how many months/weeks) 
  We know being a parent is hard and we hate to add to that with a bum unit! Please accept our deepest apologies and thanks for giving us the opportunity to make it right.
   
  **Please be mindful that all Kiinde products come with a 1-year warranty from date of purchase.
   
  Kiinde Support Team

   

  Customer responded on January 20, 2023:

  Those did not work. Attached are the requested documentation. (Customer provided the requested information).

   

  Kiinde responded on January 21, 2023:

  *****
   
  Thank you for the information. We are happy to offer our brand new, recently upgraded Kozii, the Kozii Pro, as a replacement today!
   
  The following is a link for a replacement unit. Please fill in your shipping information and submit.
   
  **************************************
   
  Please allow 7-10 business days for receipt.
   
  Please discard your defective unit.
   
  We appreciate your time and understanding. If you have any further questions you know where to find us.

   

  Customer responded on January 21, 2023:

  The link provided did not work.  Please ship to
  
  
  ********* *******  **** ***** ****** *********** ** ***** **** *******

   

  Kiinde responded on January 23, 2023:

  Thank you for providing your address.
  
  Please allow 5-10 business days for shipping. 
  
  Let us know if you have any other questions. 

   

  Kiinde then proceeded to create an internal order to have replacement Kozzi replaced. 

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

   

  Customer emailed on January 24, 2023:

  Has the new bottle warmer been shipped?  I never received a response to my last email.  
  
  
  Thanks,
  
  **** *******

   

  Kiinde responded on January 27, 2023:

  Hi ****
   
  Thank you for contacting Kiinde. We have reached out to our logistics team for additional information regarding your order. I will get back to you as soon as I have more information. 
   
  We thank you for your patience. 
  
  Kiinde Support Team
  
  An internal order has been made by our warehouse team and we are currently waiting for the carrier to provide us with tracking information* **** *******'s email is open under priority in our emails. We are acknowledging our 1 year warranty and are in the process of having the replacement warmer delivered.

  Customer response

  01/30/2023

   
  Complaint: ********
  
  I am rejecting this response because: i have not received the replacement bottle warmer and the company has not contacted me with any shipping information.  
  
  Sincerely,
  
  **** *******

  Business response

  01/30/2023

  The replacement is currently en route to customer. We can not provide refund as item has been sent as originally requested by customer.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I just had my second baby on August 27th. We have a kiinde bottle warmer that we used with my first born. About two and a half months in with my newborn the bottle warmer broke. I emailed Kiinde and they sent me a code to receive half off another bottle warmer. I ordered the Kiinde bottle warmer on Nov. 16th. I received an email saying it's being processed. Fast forward to a week ago I email customer service asking why it has not shipped yet? They contact me that they are waiting for their logistics team to respond. A few days later I respond again and they email stating they are still waiting. It is now Dec. 6th and my order still says it is processing. How is it not being sent out? How have I not received it yet? Its paid for and I have a newborn baby at home. How can Kiinde treat their customers this way? At this point I should receive a refund and still get the warmer sent out. This is ridiculous how long it has taken with no response unless I reach out. I am appalled at how poorly I have been treated. A mom taking care of their baby has enough to worry about.

  Business response

  12/07/2022

  Customer reached out regarding her Kozii warmer. We attempted to assist with troubleshooting her unit. The unit was over 1 year old and Kiinde has a 1 year warranty. We provided customer with 50% off a replacement unit. December 1, customer reached out regarding the status of her order. We reached out to our logistics team for tracking information. Our office and warehouse is closed over the weekend. Sent another request to our warehouse for status on Monday 12/5 and updated customer we were waiting for a response from our warehouse. Sent another request for tracking 12/6 and 12/7 we were able to see tracking information. Provided tracking information to customer and 30% off next order with free shipping for the inconvenience.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on October 21, 2022 for bottle supplies for my son. After 2 weeks I reached out because my ordered had not been shipped during their shipping timeframe. I was told they moved buildings and it was delayed, but they gave me a complementary gift that I would have to order. I did so and received the item on November 14, 2022. I still have not received my $100 worth of bottle supplies and have reached out in several ways with no solution and no response in most ways. I have emailed, received one response but none after that. I have reached out by Facebook and Instagram and have not received a response. This has caused a lot of stress because this is how my son eats. It's not like we are ordering toys or something not essential to our lives. I have also called the phone number on this site for Kiinde and after two rings they declined the call.

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/18) */ Customer placed an order on 10/21. Our warehouse was in the process of relocating which caused a delay in shipments, in which we informed customer. Customer then reached out for status on her order 11/14. Customer service reached out to our warehouse for status and did not receive feedback in a timely manner. Customer requested to cancel her order and a refund. Her order was successfully canceled and $99.93 was refunded on 11/18. Consumer Response /* (2000, 7, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I was informed of the relocation on November 2 but was told it would be shipped out the next week. On November 14 I started to get ahold of business and received no response. That's almost two weeks later. By November 18 I did get told I would get a full refund and the order still shipped to make things right. We will see if that happens.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  As an expectant mom with no internet right now (my friend is writing this up for me) so please excuse my anger. When I had the internet I saw that there was a promotion for a Kiinde Sampler Pack that was being labeled FOR FREE, upon "placing the order" and selecting it was for Avent compatibility, I was charged 5.99$ for shipping and handling. The money was taken out of my account with no tracking being provided, upon that I have tried contacting the number provided here (as I still have a 90's phone) and reached out only to be told they do not take "Kiinde product related calls on this line" ugh... I'm politely stating I want to know the 411 on my package, why I haven't gotten tracking and if there is failure to comply I'm going to report you to******* for scamming people. Shortages or not, don't post free product if you don't have it in stock..the moms requesting this may not have alot of money to their name and its taking advantage of people. Furthermore when you state FREE it means 100% free not make someone pay 5.99$ for shipping and that is false advertising and can get your company in trouble. Also...lastly if you run a company, you should have phone service not everyone has internet, knows how to use it, or wants to email people....some of your customers are probably grandparents who don't even know what a computer or smart phone are.

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2022/05/10) */ On May 10, 2022 We received a message from Instagram asking for order information for****** *********. Shipping information with DHL was provided. Customer's friend asked if DHL sends orders to USPS and the customer has tracking that arrives that same day, but not certain if it's the same order. We informed her that some orders do switch over to USPS. Tracking Info:***********************************************************************************************************

• Initial Complaint

  04/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In February, my bottle warmer suddenly stopped working after only 4 months of use. I contacted the company and was provided with some solutions to try to get it working again, none of which resumed the device to operating condition. I then advised the company that the item was still not working and being under warranty they provided me a link to order a replacement item at no cost. I did so, but after several weeks had still not received the replacement and being a necessity for feeding my son this was quite an inconvenience. I logged in to check on the order and it said that the order had "failed" but I was never notified of this and had I not gone looking would have never known. I then reached out to ask that they expedite shipment of a new item as I had been waiting and was given another link to order that did not work. After hearing nothing, I reached out yet again and was told an item would be sent out right away. This was on Friday March 25. On Wednesday March 30, I asked for a tracking number and was told it was "lost in shipment" and given yet another link to order a new unit that again did not work. At this point I was angry and asked that they send a new unit and this time was given a tracking number. As of today, April 3, the tracking number shows that no item has been shipped. I am now over a month without a way to heat my son's bottles and food due to a defective unit that was under warranty.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/04/07) */ On March 12, 2022, customer ******* ***** sent an email inquiring about her Kozii warmer. She mentioned that she tried all the suggested steps to troubleshoot. We informed her that there is a problem with her unit and proceeded with replacement procedures. We asked Ms. ***** to provide a copy of her receipt, an image showing the date code on the bottom of the unit and how much use the unit has gotten. March 15, 2022, customer provided the requested information. March 16, 2022, the customer was sent a link to purchase her replacement unit. A replacement order was placed March 16, 2022 (ORDER A) March 25, 2022, Ms. ***** reached out to us requesting the status of her order, as it showed "failed" on her account. The order failed due to a system error that we were unaware of. We proceeded with another link for Ms. ***** to place her replacement order. She indicated that the link was not working for her and requested the replacement unit to be expedited. An internal order was created to be expedited to Ms. *****. (ORDER B) March 30, 2022, Ms. ***** sent an email requesting an update and tracking information. A support member failed to see the internal order that was created and informed Ms. ***** her order was deemed lost, in which the order was the order that failed. Ms. ***** was sent again another link for a replacement order. She expressed her concerns about her orders and how much of an inconvenience it has been for her without a warmer. The confusion was explained and tracking information was provided for the internal order created March 22. ORDER B Tracking: ******************************************************************************************************************* April 3, 2022 Ms. ***** sent an email requesting for tracking information and informed us that her order still hasn't shipped. April 4, 2022, we informed Ms. ***** her order shipped and that the package has not had any movement since March 28, 2022 and her order could be lost in transition. We informed her we would expedite another internal order and apologized for the inconvenience. We also informed her that once packages leave our warehouse, we have no control of the shipping carriers methods. She then provided us with her address and informed us that she filed a report with BBB. She requested tracking information for the new order. Another internal order created to be expedited. (ORDER C) April 5, 2022 we informed Ms. ***** we will provide tracking information once we have information. April 6, 2022 we provided Ms. ***** with tracking information. ORDER C Tracking:*********************************************************************************************************** We followed up on previous order (ORDER B) which we thought was lost and package was in fact delivered April 5, 2022 and sent Ms. ***** an email that it was delivered. Consumer Response /* (2000, 7, 2022/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Item was received as requested.

*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. ↩