ComplaintsforBebcare

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought Bebcare monitoring product originally in Aug 2021 to replace my old monitor system due to Bebcare's claims about low radiation/emissions, but I did not start using it until Jan 2022 after by 2nd child was born. I used the original product for <1 year before the buttons on the parent video unit broke, so I had to replace the unit in Jan 2023 of this year, on which I received a discount code, but had to re-purchase myself because the warranty was past since it had been 16 months since purchase.Then the replacement parent video unit I purchased this year started malfunctioning a short 4 months later - the buttons started breaking which is the same thing that happened to the original unit.It's never been dropped or damaged in any way and we never let the kids play with it. We use it for 1 nap per day and overnight, during which I typically use the buttons once before bed and once in the morning - so we maybe use the left/right buttons 2-3 times per day...I do not want to spent another $500 - $1000 to replace the current monitoring system as I already did that 2 years ago when I purchased the Bebcare system. I also do not want to spent another $180 for a new video unit that started breaking after 4 months. I am a pediatrician and mother of 2 --- not only does their product break after 4 months and not work as intended, it is clearly not safe if you cannot change the settings on the monitor.I have contacted Bebcare and the only response was in July saying they would "get back to me" after "their engineers reviewed the video" (see documentation below). I have provided 3 videos of the malfunctioning buttons. I have sent over 15 emails in the last 3 months requesting a response and they have completely ghosted me. I would absolutely call their customer service number but there is none. Their website boasts that they have a 24 hour response time. I appreciate your assistance with this matter - your company is making the world a better place.

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recieved their breathing mat as a gift. The breathing mat is supposed to pair with the camera, this function does not work, rendering the product completely useless. I have been emailing them about tech support and they will not respond.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had purchased the bebcare motion digital video baby monitor on 11/27/2022 for the birth of my upcoming child. I had read that it produces low emf and is wireless and thats why I bought it. I paid $247.14 for this product. For the first month of its use, there was no issues with it. It was used sparingly, not every day because baby was right next to my bed. After the first month, I started to use it everyday. Then on 4/29/23 I went to turn on the monitor and the image was distorted. I turned the camera back off and then tried turning it back on and screen was black. I read the manual and tried to troubleshoot, by pairing the parent unit to the camera again. Unplugging and plugging charging cords. I was still able to move the camera around and can hear audio but the screen was black. I emailed customer service that day. ******* from the customer service team asked me to share a video of the problem so she can send it to their group of engineers and then asked me to make sure that the camera and the parent unit are both on and plugged in. I had to follow up with her because I had not heard anything back in a couple days. She finally emailed me back and said the engineers recommended going through the pairing process again and attached a link on how to do it. I had already tried that earlier but did it again and it still didnt work. I asked her whats the next step. She then asked if *** tried turning off the camera and parent unit completely and that once I do that I should be able to see my baby. At this point I became frustrated because of course I had already tried to turn it on and off again, it was the first thing I did. I explained to her that I have tried everything she suggested with no results. Its clearly an issue with the camera itself. I asked for a refund or a replacement and its been almost 2 weeks with no response. I have sent multiple follow up emails. I had to buy another camera while Ive been waiting for a reply back. There had been no physical damage done to it.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I really liked this monitor for the first several months I had it. Closed network, low EMF and a long battery life. My monitor stopped working after 8 months (still with-in the warranty time frame) and while I was frustrated things like this happen so I contacted customer service and things went extremely downhill form there. The response time was several days in-between with multiple follow-*** from me and a video sent as requested. To ultimately be told "the wireless module on the camera itself was damaged internally" then proceeded to tell me that that is not covered by the warranty because the manufacturer does not cover it. SO to sum up, the monitor and camera were with-in the warranty timeframe but Bebcare does not honor internal malfunctions caused by defect of their own equipment, that is not a warranty. Instead of offering to fix mine, send me a new one or heck send me a refurbished one for my ALMOST $300 monitor, I was offered a 30% off coupon. What a joke. They since have not responded to me after several more attempts to let them know that was not acceptable so they will be continuing to hear from me where it counts - a community of people who are looking for a low EMF monitor.

  Customer response

  04/04/2023

  I have not heard from the business in response to my complaint. They are trying to not honor their warranty for a product malfunction on their part. They have offered me a 30% off coupon. For a $300 monitor when I told them that I was not going to spend $200 on a $300 monitor when the first didnt even last a year. I was okay with a replacement, a refund or even a refurbished monitor. No response 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This has got to be a joke, I don't understand how this company remains in business. I purchased their iQ Wifi monitor in 2021 with the hopes that this low EMF product would be safer, healthier for my baby and my family. I spent $400 between the monitor and accessories. At first I was frustrated with the design - blinking lights in the middle of the night often woke or kept my baby up. I emailed customer service the first time. to ask how I can adjust the lights - their solution...put tape over it... This product is completely unreliable, it does not work properly and puts my baby at risk.Then my parent unit completely stopped working 5 months later, it does not pick up sound or motion. I tried researching fixes nothing. I emailed and chatted customer service Zero response. I reached out a few times over the last few months NOTHING. I'd really love my $400 back. I am beyond frustrated and would honestly love to peruse legal action - when it comes to safety of an infant I do not understand how a business can be so absolutely negligent especially when they tout health and safety as reasoning for creating this product.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We received a Bebcare Motion Digital Video Baby Monitor as a baby shower gift. When we started using the monitor we noticed the battery would not hold a charge for the time it was supposed to and would quickly drain. After 4 months of use it began to have issue with the signal even though nothing about where it was used had changed. On 1/2/2023 I reached out to Bebcare customer service to address the battery issue and the signal issue as the monitor had become virtually unusable. On 1/3/2023 I received an email back from ******* (Bebcare Team) who shared she would send the issue to their technical team and get back to me as to how they could address the problem as the monitor is still under warranty. On 2/6/2023 I emailed again after not hearing anything because the monitor would not turn on without having to be tapped repeatedly. I got a quick response asking if the monitor was charging. I responded that the light comes on when it was plugged in. After I sent this email, I received no further communication from the customer support team. I have emailed twice a week for a month. My husband also reached out through his own email and has received no response. This monitor cost $319.00 and was on sale for $279.00. It is a very expensive monitor that has a warranty for a year. We have not been able to utilize the warranty because of the lack of customer response and would simply like that warranty honored.

  Customer response

  02/13/2023

  I have not heard from the business in response to my complaint. I have continued to reach out through email with no response from the company beyond the first two emails (one which acknowledged my complaint was received and the other which essentially asked if the item was charged). I have asked for details on what is covered by the warranty on this item and cannot even get a response to that. There is no communication happening at all from the company and its been 6 weeks since my original email. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased Bebcare Motion Digital Video Baby Monitor on July 21, 2022 in the amount of $255.64 (order EN-H5688A). ******************************************** a refund beginning on August 2 through various means such as their online chat function and email and provided adequate reasoning for their misrepresentation of the quality of their product.1. Misrepresentation of the quality of their product: The video quality that is shown on the website and the packaging is not at all the quality of the video monitor I received. The quality of the monitor that I received is very poor and not clear. Additionally, the "zoom" functionality appears to only have 1 zoom capability. What is pictured for the monitor makes it appear it will be a crisp, clear visual with "high quality", however this is not what the product is. I ordered this product expecting to receive the quality video described and pictured on their website. I requested a refund for this product as it was misrepresented and is not the quality portrayed on their website.2. Lack of response from vendor prior to dispute: I had tried contacting through chat on August 2, as well as through the online email request, but had not received any response. I then tried contacting them via email on August 5 and August 9 and did not receive any response. At that point, I opened a dispute with my credit card company. It wasnt until I opened the dispute that I finally received a response from the vendor.Vendor approved refund and item returned:In an email dated 8/26/22 (attached), vendor approved a full refund, however they requested I close out the dispute and return the product. I returned the product in its original packaging in unused condition via **** (**********************) and closed the dispute as requested. Since returning the product and closing the dispute, the vendor will no longer respond to my emails. They now have both the product and have retained the $255.64, without providing any refund as they indicated they would.

  Customer response

  02/09/2023

  I have not heard from the business in response to my complaint. The vendor indicated they would provide me with a full refund if I were to return the product and close out the dispute. As can be seen in the attached email, as soon as the product was returned to the vendor and they were notified that the dispute was closed, they stopped responding to my emails. I now no longer have the product and have also not received a refund. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 31st 2022 I paid $495.14 to Bebcare for two baby monitors. About two weeks later the monitors arrived at my home and after attempting to set them up for my three children I quickly realized they were not well designed for mothers of multiple children and that I would need to return the devices. I emailed (because they have no phone number listed) bebcare to help me with a return and was met with a customer service representative that tried every way possible to stop me from returning the monitors. I finally outright said the monitors do not work well and I want my money back. They finally sent me the information to return the two monitors and I did so the same day. I was then told that the "Refund" had been processed February 28th 2022 and that I should be receiving it 2-4 weeks to my bank account. At the 4 week **** I reached out and was told that they issued the refund on the 28th of february and that it could take up to 12 weeks to get it back. I am a couple weeks shy of the 12 week **** for my refund and this company has now stopped responding to my emails and I feel hopeless that they will ever give me my money back. I am in need of assistance in trying to get them to comply.

  Customer response

  05/24/2022

  I have not heard from the business in response to my complaint. I still have not received refund. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for the Bebcare video monitor on on April 5, 2021 and received the monitor about a week later. Order number is ORDER EN-H2452A. Late December 2021, the parent unit stopped charging. We used the monitor for less than 9 months before it ceased to function. The monitor was very well maintained, and it still looks brand new. I reached out to the business, and their customer support said the charging port of our monitor isn't covered by their warranty. They admitted that the (older) version of their monitor we own - which we purchased less than a year go - has a charging port with issues. I am not sure this is accurate, or that their "newer models" don't have this charging port problem. I find it difficult to believe any claims this business is making, based on their slow customer service response and due to the fact that they quit all communication wile we were emailing about our problem. Their resolution was to offer us a 30% discount if we purchased a replacement monitor. It is unacceptable for a $250 baby monitor to break less an a year into using it, and for the business to resolve the issue by asking the customer to purchase a new product at a token discount - a discount which is only slightly better than coupons readily available to anybody online today. We even tried fixing the monitor ourselves by taking it to a electronics repair shop, however they informed us that the case of the monitor is welded shut and cannot be opened. This is keeping them from getting to the charging port and fixing it/replacing it. My ask is that the business sends me a new parent unit. The 30% discount is unacceptable and will be rejected as a resolution.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The video monitor was purchased as a baby shower gift on Jan 15, 2021, however the refund was not initiated until April 23, 2021. The order number for this is ORDER EN-H2018A. Due to quality issues with the product, we decided to return it. I emailed with their customer service and they accepted my return, however, the refund was different from what was paid (taking the shipping into account as well). The refunded amount was $189.72, and the purchase amount was $247.14. I shared the bank statement with their team as proof of what was refunded. The conversation with team customer service team lasted for months, sending me from one rep to another. They said on their end it shows the full amount was refunded, but they have yet to send me any proof of it. After several emails, they stopped responding to my communication. The people who I emailed with are Juliana, Andrew and Amanda. I have uploaded the order summary and bank statement that shows the discrepancy in the refunded amount.

*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. ↩