ComplaintsforM Design Village LLC

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem with crib this company manufactured. Baby was chewing on crib and was able to chew all the way down to the wood. The manufacture feels this is normal and ok for the baby to eat the paint and wood. They blamed the baby and took no responsibility. They indicated chewing is normal and not to worry about the baby eating the paint or wood. Also they sent paint to fix the spots which wasnt even the same color of the crib even though they have the model name, number and color. They did not believe they were responsible for the manufacture of the crib. Not apologetic or willing to do anything to help. I had to purchase a new crib as I do not want the baby to eat paint and wood.

  Business response

  11/12/2021

  I am attaching below email correspondence M Design Village had with customer ***********************. As you can see , our customer service team did offer the customer to replace their crib footboard as a courtsey but we did not get any confirmation from the customer agreeing to that. Pictures of the crib we received from the customer clearly indicate that the crib is damaged by excessive chewing and moisture from the saliva . This is not a manufacturing defect or a normal wear and tear. We do not feel that we should be refunding this customer as there is nothing wrong with the crib. M Design Village takes customer safety seriously and we stand behind our product always. We offer one year limited warranty for any manufacturing defects only , not for the product damaged by the customer. Please see email trail below for your reference. 10/21/2021 2:06 pm 1 Anonymous Customer In follow up to the below email response, the paint you sent was the incorrect color. ( see attached photo). Now the crib looks even worse with the paint you provided. I relied on you to send the correct color. Apparently that was a mistake. As I indicated, I unhappy with your response and feel that you dont stand behind your products. Its unfortunate because I would need additional baby furniture but will never buy anything from your company again. As I indicated I will be writing as many unfavorable reviews as possible. I will also be making a complInt to your state board. And the BBB. *********************** From: *********************** Sent: Thursday, October 14, 2021 6:34 PM To: *********************** Subject: RE: Customer Complaint via ********** ******, I apologize that my initial response lacked the appropriate level of reverence that your concerns called for-- not only about your grandson's safety, but also in regards to your investment in one of our OxfordBaby brand Cribs. No doubt, those pictures are jarring and upsetting, and I'm very sorry for the worry and frustration you've experienced as a result of this discovery. Every once and awhile a customer sends me a batch of pictures just like yours-- it still shocks me that a little baby with so few teeth could do that much damage in only a handful of sessions. But they do, and it's across all models of Crib, not even the ****** in particular. With that said, the damage that you've observed is not in any way a reflection of your crib's construction, materials, nor is it indicative of a manufacturing defect. Our cribs are made of wood, and wood is not indestructible. When babies are teething and in pain, they don't always sleep soundly and will stay up for hours and will gnaw at anything to soothe their rooting reflex. We obviously wish that we could stop teething little ones from directing their destructive instincts towards our furniture... but we have no control over what your Grandson does in his Nursery. What we can do is design Cribs that absorb inflicted damage cosmetically in a way that protects our "OxfordBabies" from suffering damage internally. Now, I have packed up your touch-up paint and can send it out tomorrow. Or, if you would like, I can offer you what I offer others who reach out in the hopes of replacing their Crib's bite-**** riddled Footboard: The damage you observed to your ****** is not the result of a manufacturing defect, so you are not eligible for a replacement under Manufacturer's Warranty. However, as a courtesy, we are willing to offer you a one-time replacement Footboard (only) for your ****** Crib in 'Dove ****,' and we will not charge you for the Part itself. All we ask is that you cover the cost of ***** shipping (which will be $28.40.) Of course, I would also include the 'Dove ****' touch-up kit in the Package with your Footboard, so that you can conceal any additional damage to the non-permanent components. If you find this offer to be agreeable, let me know and I will begin processing your request for a replacement Footboard for your ****** and submit your paperwork to the Warehouse for fulfillment. Once I am notified that your package is ready to ship, I will contact you with instructions for tendering payment. Whatever you decide to do, whether it's continuing to use your ****** or replacing it with a non-OxfordBaby Crib, I strongly encourage you to cover all exposed Rails with a CPSC-approved (cloth) Teething Guard until he has passed this milestone (or given up the associated behaviors.) I hope that I was able to address your concerns in a more substantive and sympathetic way this time around, and that you will allow us the opportunity to reinforce your confidence in your OxfordBaby brand purchase by accepting our offer of a replacement Footboard for your ****** Crib. Have a great day, *********************** **************** *************************************************************** Phone: ********************* Fax:************ 10/14/2021 9:20 am 1 Anonymous Customer Purchased the ****** 4 in 1 crib for grandson 10 months ago. Crib is only used a couple times per month, not on an everyday basis. Just noticed this week that the crib has multiple locations where the paint is gone and some areas seem to have wood chips. (Photos attached) Baby has only had a few teeth over the last 2-3 months. Not a full mouth. I find this very disturbing that he would have already gotten down to wood. Again he only uses the crib a couple times per month. This tells me that there is a defect in the construction and painting of this crib. I dont feel this should be happening on a crib only owned for 10 months and more than half that time the baby did not have teeth. Not sure I would like the same crib as it probably would do the same. Please advise how this can be handled. I dont believe this should be happening to a crib only owned for 10 months. This tells me this crib would not be able to be used as a toddler bed or for another child. 10/14/2021 11:26 am *********************** Hi ******, I promise your grandson is safe, and what you observed is not super common but it has happened (with no reported need for medical intervention). I certainly understand your concern-- your Little Guy really went to town on his crib! In order to make our finishes as baby-safe as possible, they do not contain the sealants, hardeners, and chemical preservatives that you may encounter in furniture intended for adults. As a result, our finishes can be quite delicate and prolonged exposure to saliva and gnawing will eventually penetrate the finish. All of our OxfordBaby brand furniture goes through rigorous safety testing and we always pass inspection with flying colors! Our finishes are lead-free, formaldehyde-free, and non-toxic, and we exceed all safety standards set by the ***** We even go a step further by employing a 3rd party laboratory to test our finishes to ensure that they are they are THE safest on the market since we relish in the distinction that comes along with setting the industry standard for baby-safe furniture. You can learn more about the safety of our products here: https://oxfordbabyandkids.com/about-us/quality-and-safety/ Obviously, no one wants to see this accelerated wear-and-tear continue, so I think you should consider covering the affected areas with a product designed for this purpose. I recommend going to a BuyBuyBaby store with your crib rail measurements and ask an employee to recommend a teething guard (non-plastic, non-silicone) that will serve as a soft, temporary barrier that will prevent your grandson son from nibbling off any more of his cribs finish until those self-soothing urges associated with teething pain have subsided. In order to rejuvenate the affected areas (to use once the covering comes off), I can send you a complimentary 'Dove ****' paint touch-up kit to fill-in the snacked on bits of your grandsons ******! If you let me know by 2pm I can send your touch-up out this afternoon and have tracking for you by the end of the workday. I hope that I was able to ease your mind and provide some useful tips on how to prevent further degradation to your OxfordBaby brand crib! 10/14/2021 1:15 pm 1 Anonymous Customer This is a totally unacceptable answer. Your company is not taking any responsibility for this. You are blaming the customer and more than that you are saying a 10 month old is at fault. I have checked with friends and none of them have had any issues of this sort with their cribs. Saying that it is just fine for the baby to chew on the crib even if he eats the paint or the wood is so incredible that your company would say this is fine. I believe eating any kind of paint for a baby is wrong. Apparently you feel it is just fine. As you can tell I am very unhappy with the resolution of this matter. Unfortunately I am now stuck with a crib that is useless and will have to purchase another one. You can be sure I will make sure your company has nothing to do with the next crib I buy. I will also be making a complaint to your state. I am contacting the store where purchased to have a technician come out to inspect the crib. They asked that I get the paint you are offering. Please forward the paint to *********************** ******************************************************************** Thank you. Have a great day, *********************** **************** *************************************************************** Phone: ********************* Fax:************ Have a great day, *********************** **************** *************************************************************** Phone: ********************* Fax:************ *******************************

*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. ↩