Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the new Uppababy Vista V3 with a couple of accessories. Within three days of it arriving my husband and I opened the box to realize the stroller is too massive for our family and does not suit our needs. None of the items were used, we simply opened the box and unfolded the stroller to realize it was just too big for us. We packed it up and submitted a request for return through Uppababy. Despite the product being unused, in new condition, with all parts and materials in the box and the order being within less than 10 days, our return request was rejected. It is absolutely ridiculous since the item is unused and our request was rejected only due to opening the box and viewing the item that we ordered.

  Business Response

  Date: 01/13/2025

  Customer reached out requesting to return her stroller. In order for an item to be returned it must meet all requirements for a return. This means item must be in new and unused condition; including all parts, accessories, manuals, and original UPPAbaby branded packaging. Items cannot be assembled and repackaged. This information is noted to the customer prior to submitting their order on the website, "By submitting your order you agree to our order info and return policy."
  We have made an exception for the customer to return her stroller. Since the stroller will not be returned as required in our Return policy. We have lowered our normal 30% stocking fee, customer will be subject to a 20% restocking fee.

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the UPPAbaby Vista V2 stroller in June, excited about the high-quality reputation and the many positive reviews, but unfortunately, my experience has been disappointing. Over the past few months, I've encountered several issues with the original stroller and stroller seat, both of which are already showing signs of wear and malfunction despite being used under normal conditions. The issues are numerous, including problems with the folding mechanism, and the seat getting jammed when trying to take it out of the stroller frame, which is concerning considering that I am still within the two-year warranty period. I've attempted to reach customer service multiple times to initiate a warranty claim, but unfortunately, my efforts have been met with difficulty in getting through, and the responses I've received have been less than helpful; on several occasions, I was dismissed and given vague explanations that did not address the core issues or offer any resolution. Since I have 2 babies, I have all the extra parts and accessories, which have held up well and have not shown any issues, but the stroller frame itself and the stroller seattwo of the most critical componentsare clearly defective, and I feel that, under the terms of the warranty, I should be entitled to a replacement or an adequate solution. Given that I have invested a significant amount of money in a product I expected to last, I find it extremely frustrating that I cannot seem to get any support or a proper resolution to these ongoing issues, and I am now turning to you in hopes that you will be able to facilitate a timely and satisfactory resolution, as I am increasingly concerned about the product's performance and longevity.

  Business Response

  Date: 11/19/2024

  Customer reached out on Wednesday, November 13, 2024 and began working with a representative regarding her concerns. The representative asked for follow up documentation and by the time the customer sent the video the representative was gone for the day. The representative also had the next day off of work. We do have a 24 to 48 hr response time. Our records show that the Representative respond back to the customer this morning, November 15, 2024 and is working on the warranty claim. We are replacing the base frame and seat frame for the customer.

  Customer Answer

  Date: 11/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our son and daughter in law are expecting their first ****** My husband ordered a stroller ($957) on Hip Baby Gear website. The site uses zip code rather than having user enter city. He entered ***** rather than *****. It showed Boston Ma. Both ******** and ******* are suburbs of ****** and they both have the street address ( not sharing here for privacy purposes but will share with BBB if requested. ***** delivered to the Brighton address ( should have gone to *******). Uppababy shipped the stroller. The home where ***** delivered did not return the stroller (we have filed a police report). Uppababy did not require ***** to confirm addressee when delivering which is concerning due to value. Uppababy advised their warranty does not cover lost/stolen items.

  Customer Answer

  Date: 10/27/2024

  Attached please find invoice.  

  Business Response

  Date: 10/29/2024

  The customer did not order the stroller directly from UPPAbaby. This stroller was order from a retailer called Hip Baby Gear and they used their website. It sounds like Hip Baby Gear order form on their website didn't allow them to add the city. If you order directly from UPPAbaby and use our website it asks for the full address, city, state and zip code. It also sounds like the customer admits they entered the incorrect zip code on the Hip Baby Gear website for their order. Hip Baby Gear then sends the order request to be fulfilled by UPPAbaby. We then ship to the address provided.

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a stroller with an infant car seat as a gift for my aunt. She did buy it from a good friend of hers. The car seat is within warranty. And has compromised threading of the straps. Uppa baby refuses to take responsibility for this because its secondhand. Threading straps are not a sign of normal wear and tear its clearly a quality control problem. A threading car seat strap in a car seat that is less than three years old is a manufacturing problem. And the fact that they completely disregard this because it was secondhand is shocking. They made this car seat and I showed the original proof of purchase. I lost a family member in a car accident a shredded Seatbelt it didnt matter who bought the car it didnt matter the car was secondhand, **** was liable at the end of the day. Its very disappointing that a company charges such an extravagant prices will not take liability for safety issue with a shredding belt on a car seat. Everyone knows these things are not cheap and although it was purchased by my aunt doesnt change their responsibility for producing quality and safe products. Ive never had an issue with a company like before. This is something the public should know about. Safety is something Uppa Baby clearing isnt concerned with.

  Business Response

  Date: 08/13/2024

  Customer purchased a secondhand rear facing infant car seat. The harness straps of the car seat are frayed. The harness straps can't be replaced or repaired. We recommended that they Not to use the car seat. We explained to the customer that our warranty is not transferable.We told her that we advise against the purchase of second-hand car seats as it is impossible to determine the extent of use or any damage the seat may have sustained. Under our warranty policy, UPPAbaby is not responsible for any damage to a product that is bought secondhand.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an UPPABABY Ridge (variation: ****) and received it on 6/14/24. After taking the items out of the box and inspecting the product, my wife and I realized it wasnt going to fit the needs of our family. Unused, Unassembled, with tags and still in the box (minus the plastic coverings). I attempted to reach out to customer service and requested a return. **************** asked me to send pictures, and then they informed me that, based off photos, it had been assembled and they wouldnt take a return. We didnt assemble the Ridge. We simply took it out of the box to inspect it. After inspecting a couple pieces, we decided that some of the pieces were already too heavy for my wife, who has chronic back issues. **************** decided to not believe us and told us they wouldnt accept a return, based on a photo. Im shocked by the lack of customer service I received from both employees we were in communication with. I am a longstanding customer and product advocate for **********************, and to indirectly be called a liar and not have customer service try to work with me over a stroller we spent $650+ on is appalling. I would like UPPABABY to contact me to at least offering a refund with a restocking fee. Which would be better than being stuck with a $650+ stroller we cant use.Order # ******* Order date: 6/12/24 Received: 6/14/24

  Business Response

  Date: 06/27/2024

  Customer reached out to us regarding his purchase of the UPPAbaby jogging stroller and wanted to return the stroller. Our return policy states that we do not take back items that have been assembled and repackaged. Based on his pictures that he sent the stroller had been assembled and repackaged. We explained our return policy. Customer was dissatisfied with our answer. As a courtesy to the customer, we have since offered to take back the item but with a restocking fee.

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction was made on 12/24/23. I purchased a stroller that is not the right fit for my toddler. I have contacted customer service and they are refusing to give me a refund or exchange.Since, the moment I received the stroller I have made several complaints to the company.

  Business Response

  Date: 01/22/2024

  Customer reached out requesting to return her stroller. In order for an item to be returned it must meet all requirements for a return. This means item must be in new and unused condition; including all parts, accessories, manuals, and original UPPAbaby branded packaging. Items cannot be assembled and repackaged. This information is noted to the customer prior to submitting their order on the website, "By submitting your order you agree to our order info and return policy."
  We have made an exception for the customer to return her stroller. Since the stroller will not be returned as required in our Return policy, she will be subject to a 30% restocking fee. The customer has agreed to these terms.

• Initial Complaint

  Date:12/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were unhappy with the Mesa V2 due to a number of safety, functionality, and performance concerns.Even though the Mesa V2 that we received was entirely unused and in perfectly new condition, Uppababy refused to accept a return, even though we tried to return it within two weeks of receiving the item.We believe that because the item in question did not match our expectations based on the website description refusing this return is a form of fraud.

  Business Response

  Date: 01/02/2024

  Customer reached out about return the car seat. In order for an item to be returned it must meet all requirements for a return. This means item must be in new and unused condition; including all parts, accessories, manuals, and original UPPAbaby branded packaging. Items cannot be assembled and repackaged. This information is noted to the customer prior to submitting their order on the website, "By submitting your order you agree to our order info and return policy." The customer no longer had the original box and had removed all packaging tags from the car seat. This has made the item not eligible for a return.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a G-Luxe in February '22. I registered the prodruct immediately upon receipt. While traveling this October '23 one of the nuts came loose and fell off. It's on the bottom of the stroller. I contacted customer service for assistance in finding a replacement. They asked for a receipt including date and location of purchase, picture of sky or barcode from the stroller as well as picture of the issue, I think there was another but I can't specifically recall. I was unclear why all the info was needed since it was registered previously. I submitted everything. I was then told I apparently bought the stroller through an unauthorized seller so it voided all warranty and any support. I had no idea. So now I have an $200+ umbrella stroller I bought brand new which the company refuses to support because unbeknownst to me it wasn't an authorized seller. It's very disappointing and disheartening for such an expensive brand to be trying to find ways not to support they're own products.

  Business Response

  Date: 11/06/2023

  Customer reached out to us regarding an issue with their stroller. It looks like a bolt had come out of one of the main supports of their UPPAbaby Gluxe umbrella stroller. We request a copy of the proof of purchase to validate the warranty. It looks like the customer purchased an open box stroller from ***** **** is not an authorized retailer and the invoice stated stroller box had already been opened. We informed her that we could not validate her warranty since this was not an authorized retailer. We also do not send out replacement bolts since these were missing from the main support of the stroller. We will reach out to the customer to see if we can try to assist her further.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an UppaBaby Vista V2 stroller as a baby shower gift from my mom. Upon opening the box there were issues with the wheels. I havent yet used the stroller and it was brand new, so I wanted either to exchange or refund the stroller. However, uppababys only solution was to send me new wheels (which if it has a problem this soon out of the box, who knows how many issues it has OR if the wheels were the actual issue) or I can pay $75 to return the stroller (and then the return stroller will likely just be sent to another poor customer to deal with). For $1000 I believe the company should stand by their products and take back the faulty stroller (not just slap a bandaid on the FIRST problem Ive noticed which it likely has many more if the wheels barely work), not CHARGE customers for their own problem. Save yourself the time and hassle and purchase for a company that actually cares about you and your little one.

  Business Response

  Date: 07/17/2023

  Customer reached out to us to state she is having an issue with the wheels of her new stroller. We offered to assist her under our warranty policy. She was unhappy with our resolution to replace her wheels. She then stated she wanted to return the stroller for a refund. Our return policy is that once a stroller has been opened and assembled that the customer would be charged a restocking fee. We have offered to waive the restocking fee but customer still will have to pay the $75.00 shipping cost to return the stroller for a refund.

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  If an item that doesnt work properly has been sent by a company, I believe they should have to refund or replace the entire item, not just parts of the item. If theres an issue immediately upon opening an item, there are bound to be additional issues. I do not believe the customer should have to pay to ship a faulty item back to a company.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 07/23/2023

  The customer did not provide any documentation to confirm an issue with her stroller. We even asked her to do a live video chat so we could assist her with her concerns. We usually require videos so we can access the product. We still wanted to help her under our warranty even without a video. She did not like our warranty policy. She then wanted to return the stroller instead of processing a warranty claim, our online orders team explained our return policy and the restocking fee for open assembled items. Also, any return shipping cost. We then told her we would waive the restocking fee and she would only have to pay the return shipping. We tried to work with the customer to facilitate a return or claim.

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [A customer shouldnt have to pay return shipping for a defective item.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our stroller broke in the course of normal use: we were pushing our son through the airport and had to fold the stroller so that it could go through the **ray machine. A component snapped off. Uppa baby is claiming that they do warrant travel usage damage. However this is very normal use. In fact it is exactly how they advertised and is the whole design and use of the stroller: to travel and fold up when storing. They are telling us that we need to buy an overpriced replacement component from them.

  Business Response

  Date: 07/03/2023

  HI,

  When this customer contacted the CX team they were told that the stroller was gate checked before it broke. This is why the claim was considered travel damage because unfortunatey when items are gate checked they are thrown around by airline employees. The Customer did not have a travel bag with the extra insurance. With that said, someone from our team has contacted this customer today to help them out as a professional courtesy so this should be resolved.