ComplaintsforDorel Juvenile Group, Inc.

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a maxicosi-dorel infant car seat from target in 11/2023. My baby was finally able to start using it in april 2024. Since april we have had multiple issues w the car seat. It is a rotating car seat, however it continuously gets stuck and does not rotate. Additionally, the car seat part doesnt eject from the base without pressing the latch on the back of the seat. Well my latch is broken and completely useless which makes the entire seat useless. After attempting to contact the company for a replacement of a different style car seat or a refund they stopped responding to my emails after 2 responses. I have provided **** of purchase as well as bank statement of purchase. This was a $400+ car seat. I also provided images and videos of the issue upon request. Please note in the images I provided them its clear the car seat was barely used as it was a headache from the beginning. have tried to follow up with them multiple times, but no response in over a week.

  Business response

  09/10/2024

  Attached please find our response.  

  Customer response

  09/10/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was gifted a car seat that was purchased directly from safety 1st and I already have a car seat that I am using and do not need the gifted one. I tried to return the car seat to the manufacturer and they are stating they will not return or do anything to help me since it is outside their policy. The product is still new in the box and unopened, While I understand their rules I do not feel it is right as this was gifted to me and I have no control over when the person bought it verses when they gave it to me. I would completely understand if this was something I bought and just didnt return it in their time frame but again this was a gift. I would like to be able to return the item and get the money for it.

  Business response

  06/24/2024

  Attached please find the response to this complaint.  

  Customer response

  06/24/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to these people about my daughters Safety first car seat.We did not even have it 3 weeks and I cannot imagine what the car seat would look like if we got into an accident.There's no way this seat should've fell apart from my 35 pound 3 year old daughter accidentally leaning on it to get out of the vehicle.They will not give me a refund because I don't have receipt of purchase but told them I could call ******* and get solid proof I was there and bought it. I have pictures I posted of my daughter in it the day we got it. And not even 3 weeks later it destroyed.I will never buy a safety first car seat again! Luckily for me we are done having kids.

  Business response

  05/06/2024

  **************** contacted us by text on 04/29/2024 stating the child leaned on the seat and damaged the foam and requested a refund but did not have a receipt. We sent the process to her so that we could issue a refund.
  **************** completed the process on 05/03/2024 and we issued a refund for $120.00.
  
  We consider this matter as closed as **************** completed the process and accepted the refund for the Manufactured Suggested Retail Price of $120.00.
  
  
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/05/2024, I purchased a car seat for $286. I did not open it until 2 months later and to my horror it is damaged and stained. I now desperately need this seat- Dorel customer service has been extremely slow in providing a solution and the third party retailer will not send a replacement either. I have been asked to destroy the seat, but I cannot do so until I have a replacement as this is the only car seat I have at the moment. I expect much better quality and customer service when buying a nearly $300 car seat.

  Business response

  04/24/2024

  Attached please find the response to this complaint.  

  Business response

  04/24/2024

  Good Afternoon *******,

  I attached our response to the BBB Notification for the Maxi-Cosi Pria Car Seat regarding *******************************.
  

  
  

  Warm Regards,

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

  Product Technician, CPST

  Phone:  **************

   

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Defective child Drawer locks

  Business response

  02/02/2024

  See attached.

  Customer response

  02/02/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Thank you very much to the BBB and Dorel Juvenile Group, Inc.
  
  
  

  Regards,

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

• Initial Complaint

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I had purchased a baby safety gate through their website, it came we put it up and after a few days of using the product the gate broke and locked ** out of our kitchen. I called had a replacement sent to us put it up a few days later same issue with that gate. They sent us a 3rd gate within a week same thing happened locked out of kitchen gate would not open. Called again wanting a refund. They agreed we destroyed yet another gate sent them a photo they sent a check. Tried to cash refund check to buy another gate and apparently the bank account which they sent the check from does not exist. So Im out 3 gates and no refund because the check isnt cash able.

  Business response

  08/24/2023

  We have  attached our response above.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 2 months ago I was adjusting my sons car seat straps and one pulled right out. Given the nature of a car seat should be secure enough to protect my son in a car accident and I was able to pull the strap out with much less force than a car accident, is very concerning. I have reached out to Dorel 5 times (2 voice mails, 2 emails and several texts) now over the past 2 months with only one response but no action. This getting frustrating because I am without a car seat and am using another one that is the same model, having similar concerns for safety.

  Business response

  05/25/2023

  Please see attached response.  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dorel Juvenile Group (Safety 1st and Maxi Cosi) continues to sell defective infant car seats after the recall notice was issued. I recently purchased a car seat travel system and I was notified yesterday this system on a recall notice. I contacted NHTSA and they told me to contact BBB for help. I concider this deceptive selling practice which is putting more defective products in the public. NHTSA Campaign Number: 23C002000 Manufacturer: Dorel Juvenile Group (Safety 1st and Maxi Cosi)Category: Child Seat Potential Number of Units Affected: ****** I've mutliple times to contact the company to get this resolved, but has been extremely difficult to make contact. Asking for your help in getting this company to stop selling defective product that puts children in danger.

  Business response

  04/13/2023

  Attached please find the response to the BBB complaint.  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased two Maxi-Cosi Car seats in July, 2023 & one in August 2023. By December 2022 both of the car seats were ripped from the cup holders. One of the car seats was ripped from both cup holders all the way to the back of the seat to the extent you can stick your arm through or even a book. My husband and I took the car seat out and just used the car seat in my vehicle for family travel. A short time later and the other car seat was completely torn from front to back as well. This should not be happening to $250- $350+ car seats. My daughter is 18 months old, she is not a full grown toddler throwing herself or pulling at the seat 2/2 car seats ripping and becoming a complete hazard is extremely worrisome especially from such a highly credited company. I contacted ********** on March 24, 2023 and was told I was getting sent replacement seat pads. I was asked to provide photos of the carseats via email which I did. I sent two follow up emails after not getting any responses or a tracking #. I finally received the following response on April 3, 2023 Thank you for the photos.We apologize for the delay in responding. We are currently experiencing a system outage and hope to be fully operational by the week of April 10th. Thank you for your patience and understanding while we work to get your seat pad replacements. I am currently BORROWING a car seat because TWO of our car seats which are less than a year old are a complete hazard and unsafe to use, then Im told I need to wait another week??? This will be 3+ weeks without car seats. Dont worry though, they made sure to attach the seat 15% off coupon below and are accepting new orders just cant fulfill replacements. This is absolutely unacceptable. I either want both car seat pads instantly or a refund/ credit for new car seats.Thank you,

  Business response

  04/14/2023

  Please see response attached. 

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  This was not completed, the last email said replacements would be sent out so I was waiting. I just received today and I only received one replacement when two car seats were unusable for over a month and I had to spend another $300 on a new car seat.

  
  Regards,
  
  ***********************

  
  

  Business response

  04/25/2023

  Please be advised the attached evidences that in fact 2 seat pads were ordered for ******************* at no charge per the agreement, and sent to her address.  

   

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My child got stuck in there car seat. He was stuck for about 30 minutes crying because I could not get him out the car seat. I reported this to the company but they did not resolve the issue.

  Business response

  04/05/2023

  Attached please find the company's response to the complaint.  

*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. ↩