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:03/19/2025

  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 want to return a product that has not been shipped yet. I have contacted customer care where they proceeded to tell me they cannot cancel the order that has not shipped. This is not a custom order either. It's apparently a new policy they have implemented and customer care noted that I should have seen on the transaction page or in the confirmation email. However that warning is not mentioned anywhere. If i opt for the option to recieve the package and return it without opening, i have to pay a 15% restocking fee. Date is transaction: 03/18/25

  Business Response

  Date: 03/21/2025

  Sadly, as stated in our FAQ at ************************************************************************, orders can't be cancelled as they are placed on pallets and ready to ship from our warehouses within very short amount of time.

   The fulfillment status/tracking order is only available once picked up by the courier.

   

• Initial Complaint

  Date:01/30/2025

  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.

  We have a Storkcraft crib and have been trying to place a parts order to ensure that our crib is safe, as some parts were lost, and there aren't exact replacement parts carried by stores in my area. Over the past 6 weeks I've called them 6+ times and and emailed them 8 times. I don't understand what the issue is, but they are unwilling to process my order. This is creating a significant safety issue with my son as we want to avoid buying another crib but the bassinet is no longer safe for him. I just want them to let us pay for the replacement parts we there website notes is doable.Our case number is ********.

  Business Response

  Date: 02/24/2025

  Our phone line and live chat function on our website are available five days a week, during our business hours, for urgent matters.

  An email with a quotefor the replacement parts has been sent to this customer and we are pending payment to continue process.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 A convertible bed a little over a year ago, which is advertised as being able to convert to a toddler bed and a bed. There are pictures from the Grayco store on ****** where the item was purchased, showing the conversion with guard rails and that theres a conversion kit to be purchased when the time comes. I recently went to purchase the conversion kit, however they no longer sell it and its no longer available every place that used to have it is out of stock and there is no estimate of any product being manufactured at any time in the future. **************** referred me to their manufacturer, which is absurd since they are responsible for the product and their name is all over it. I am now stuck with a crib that cant be used as anything other than a crib due to their false advertising. I am requesting the guard rails to be sent to me or an alternative floor bed that is safe for a toddler without guard rails

• Initial Complaint

  Date:12/06/2024

  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 purchased a bunk bed that was delivered on December 2nd. I opened both boxes and began putting the bottom bed together. When I tried putting together the top bunk, 8 bolts were missing. I couldn't do anything without them, so now there are pieces all over the place in my son's bedroom. I contacted customer service the same day, and they provided me with an email explaining what I needed to provide for a ticket to be opened. It will take ***** days before anything will even start!! So, in the meantime, I have half of a bunk bed together with a mess with the other and nobody from customer care responded to my email. Do they expect me to put this other bed together with missing hardware to create a safety hazard? Not happening!

  Business Response

  Date: 12/10/2024

  Hi *******,

  I reviewed your case.

  We're sorry to hear your product arrived incomplete. I see a replacement hardware kit has already been submitted for you.

  At this time of year, there is a higher volume of inquiries and our timeframe is a bit longer than usual.

  If you want a faster process, you can check with the retailer about an exchange or return.

  In the mean time, I made a comment to try 'prioritize' your order, I can't promise anything but we will try our best on our end and hopefully you get your hardware kit sooner rather than later.

  Thanks.

   

• Initial Complaint

  Date:12/02/2024

  Type:Product 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 contacted the company after buying this bed on ****** because there was absolutely no hardware in the box. After I figured out there was no hardware. The company finally sent the hardware and we figured out there's no ladder. There were no pre-drilled holes on the top bunk for the rails. I contacted customer service to send me the missing rails. I was told that customer service will not be replacing anything I need to contact the person. I bought it from the company which is ******. Problem is I'm outside of my return window for ******. The wood is split on the top bunk and there are no pre-drilled holes for the top wood. I will attach the same pictures that I attached for the customer service. If it is a warranty and it is defective, the parts should be replaced. They're defective and they didn't bother to put the parts for the ladder in there. In the box. We have the two long pieces for the ladder. No metal pieces for the steps to the ladder. Let me rephrase that. I shouldn't have to file a complaint. It's a warranty issue. Provide the steps for the ladder the hardware. Provide parts p for the ladder and the hardware parts kh and are damaged. There's a crack in the wood. Part. J the Wood is cracked. I just purchased this bed in October.

  Business Response

  Date: 12/05/2024

  Hello,
  As stated in our previous response, upon review of the provided proof of purchase, it appears that the item was refunded. To assist you further within the warranty period, we need additional documents or proof that the item has not been refunded by *******
  
  Additionally, we noticed that multiple parts are being requested for this order. We recommend reaching out to the retailer for such cases. If the retailer is refusing to assist, please provide evidence of your communication with them regarding this matter.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22622599
  
  I am rejecting this response because: The bed got lost in transit I think and I had to contact ****** to replace it and I sent a screenshot showing that it had been replaced. So keep coming up with more and more excuses replace the darn parts! 
  

  1 year warranty is one year warranty. If not it is a breach of warranty! 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 12/05/2024

  Your first initial request, you stated you lost the hardware during a move and therefore we started a quote for you - we can re-send you this via email if you like.

  I'm sorry you feel this way but if you we're not happy with the quote the first time, you should not have purchased it.

   If a receipt and more explanation was given, you would not have been charged in the first place for ***** shipping and handling or for the hardware, we also would of realized you we're missing a box from the very start.

  I'm glad ****** was able to fix your issue by providing the full product this time. They should of delivered both boxes the first time.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22622599
  
  I am rejecting this response because:
  I never said that I lost the hardware during a move. Where did I move to and from? And my address is the same?? 

   

  Y'all are making excuse after excuse after excuse. I have not moved. You did not put the hardware in the box!! 

   

  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 12/05/2024

  Please disregard previous message, this was not intended for you. 

  If you can please reach our to our customer care team or retailer to figure out a solution. 

  Thank you for your time.

  Business Response

  Date: 12/05/2024

  Please disregard previous message, this was not intended for you. 

  If you can please reach our to our customer care team or retailer to figure out a solution. 

  Thank you for your time.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22622599
  
  I am rejecting this response because:
  Tell The customer service to reach out to me. I've been messaging someone already!! ************. 

  You just provided a false report to the better Business bureau. I never told you I moved and I didn't get anything. I'm in the same home. 

  Sincerely,
  
  ****** ****

  Business Response

  Date: 12/05/2024

  Hi,

  We have advised that this previous message was not intended for you via email and on here.

  If your able to co-operate through email with one request of ours, we are willing to come up with a resolution, please see your email.

  Thank you for reaching out and hopefully we can get this resolved for you as soon as possible.

  Customer Answer

  Date: 12/05/2024

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

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/26/2024

  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.

  Someone was nice enough to gift my kids this bunkbed it was missing hardware and I called to ask about the missing hardware kit. They said I needed the receipt and model number to which I dont have so I naught it and thought maybe thats all that was missing from the box and paid around $31 for it. I didnt want to make a huge deal with the company. I go to assembly the bunkbed and I realize Im missing more parts. I call the company again and i find out the bunk bed comes in twO separate boxes (never heard of this before and sounds like a mess waiting to happen) their ***resentative also tells me the person that gifted it to me most likely has the other box and I should ask them for it and ill have to pay for any extra parts needed again. The *** also tells me I cant get a refund for the hardware I paid for because at this point I might as well buy another bunkbed (that I need for my kids for this Thanksgiving). I ask if she could please ask someone over her if I could receive a refund because I need the money back to which she tells me I only paid $6 for the part and the rest was shipping and HANDLING. To which their invoice nor their customer service ***resentatives details that (sounds made up by her). I was charged outstanding handling fees for their negligence. She accepts to send her supervisor a message about this to which I realize I havent given her my order number or account number with my information so the price is made up and her letting her higher up know about my concerns will not be delivered by her. I no idea but, after reading complaints on here they dont send all their parts with their orders and are negligent. They lie a lot and are not regulated properly. They need to be investigated for such awful practices.

  Business Response

  Date: 11/28/2024

  Hello,
  Thank you for bringing this to our attention. We have reviewed the complaint in detail. To establish that an item is covered under our limited one year warranty we require a proof of purchase. When one can not be obtain then there is a charge for the requested parts. It was not till after the purchased hardware kit arrived that our customer realized she needed more parts as she was only gifted one of the two bunk bed boxes. It is noted on each box that there should be 2 cartons included with the shipment. We only sell bunk beds as a complete unit and not by the box so the box the customer needed was not available for purchase. When our customers call us their phone number is linked to their account so we are able to bring up their order information.That is how the representative was able to review the order without requesting additional information from the customer. It was explained to the customer that all parts orders are final sale. We have a flat fee of $25 for shipping and handling for small packages. The cost of the hardware was $6.60. It was expressed that if the return was approved it would only be the cost of the hardware and not include the shipping and handling fee and she would also be responsible for shipping it back, unopened at her expense. This would likely put her out more money than she would get back. We can compromise and approve the $6.60 refund without the customer needing to ship back the hardware kit.

   

  Thank you

  
  

  Customer Answer

  Date: 11/30/2024

  I am being refunded only the amount for the part. I was not given or told how much the part would cost. I feel like I was charged an insured amount for shipping and handling and I shouldnt be responsible for the shipping and handling if that was their fault on the parts being missing. They only refunded me $6 and I paid $31.60. I would like a full refund not a partial refund. Thank you 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22608692
  
  I am rejecting this response because: I am being refunded only the amount for the part. I was not given or told how much the part would cost. I feel like I was charged an insured amount for shipping and handling and I shouldnt be responsible for the shipping and handling if that was their fault on the parts being missing. They only refunded me $6 and I paid $31.60. I would like a full refund not a partial refund. Thank you 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/04/2024

  Thank you for your response. 

  The hardware kit has already been refunded. Unless there is an active warranty with your product, ***** charges for shipping and handling.

  You requested to purchase the missing hardware, which was supplied . Unfortunately, you realized after purchasing and receiving the hardware kit that you are missing half of the product.

  Shipping cannot be refunded in this case. I'm sorry! 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22608692
  
  I am rejecting this response because: I was deceived in the price of the product. It was hidden from me. I was made aware the product was $31.60 and never informed in writing nor verbally that the product was $6. I was told the product was $31.60 plus shipping and handling. I would like an itemized receipt and a refund since Ive already provided the deceptive and unclear receipt I was given. Your company is responsible for the loss of products, responsible of not informing customers of return policies and miss informing customers of prices for products and shipping. You are negligent in multiple aspects and customers should not pay for your negligence and unprofessionalism. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/06/2024

  Hi,

  I have reviewed your case again. Our quote states it is $31.60US including shipping and handling and you agreed and paid.

  Your first initial request, you stated you lost the hardware during a move and therefore we started this quote for you.

  I'm sorry you feel this way but if you we're not happy with the quote the first time, you should not have purchased it.
  If a receipt and more explanation was given, you would not have been charged in the first place for ***** shipping and handling or for the hardware, we also would of realized you we're missing a box from the very start.

  We did however, refund the cost of hardware without you having to ship it back to us (which would end up costing you money trying to ship it back to us).

  Thank you for your time.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22608692
  
  I am rejecting this response because: I was not quoted the exact price of the item. I need an itemized statement and reguardless if I lost this or not. I am entitled to request  an itemized statement of my receipt and a log of the price of the item. I would also like proof of the price of shipping and handling since Ive paid for it. I will demand proof of exactly what I paid for. If I dont I will request a full refund of the total I paid. Your statement says $31.60 PLUS shipping and handling. Not $31.59 INCLUDING  shipping and handling. I was never quoted the shipping into the price of the $31.60. I demand an itemized bill with my receipt for the shipping and handling and a cataloged price of the product. I was told the item was priced at $31.60. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/11/2024

  Hi *******,

  We have sent you pictures of the part price and ***** shipping price through email as requested. You can also find ***** shipping prices on their website as this is what they charge for shipping, not us.

  I'm not sure what you mean that 'including' was not mentioned in the quote. There is a screenshotted picture of the quote sent to you stating ''The total cost of your parts order is $31.60 (USD) including shipping and handling''.

  This screenshot is also sent to your email. You agreed on paying this price for shipping and the parts, you did not question or ask for a breakdown of this quote.

  I am closing this case as you have already been refunded the parts cost on our end. 

  Thank you. 

  Customer Answer

  Date: 12/13/2024

  I am being refunded about $6 and I paid $*****. I was told the price of the part that was missing from the package was ***** plus shipping. I paid for this under the assumption that the price of the missing part was $*****. They never gave a clear receipt. They refuse to refund me the whole amount claiming the part is $6 and the rest is shipping and handling. Their receipt doesnt say that and I was never explained that. They also refused to show me a catalog price of the part. They were not upfront of prices and didnt even explain their return policies. I think Im entitled to the full refund because they were not clear on their end and they also refuse to send me an itemized statement with the catalog price and shipping and handling prices including taxes

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22608692
  
  I am rejecting this response because: What I was sent was something you recently typed out on a screen and not my original receipt. I sent you my original receipt and it only has $*****. Your statement says ***** including shipping and handling and you did not state the shipping and handling price. That receipt you sent me is not a ***** receipt. You did not give me your return policy before selling me anything either. Also my case is not closed just because you say so. That just shows yall are just ready to rip people off with whatever money you want to and lie and falsify papers to try to get away with your awful business practices. You people have terrible services and are extremely rude. Your customer service is also super awful.  I wouldnt have had those little six dollars returned if I didnt go through the BBB. You really need to be investigated for unfair business practices.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/17/2024

  Hi *******,

  Orders cannot be edited once submitted and shipped, therefore, it was not edited or written recently. This information is locked and not 'falsified'. 

  Fedex automatically charges for a small package on our system, there is no receipt from them. You can check their website how much they charge for a small box - that is what you got charged.

  When you order something by mistake on your end, you are not returned the shipping as it has been completed already.

  The customer care team unfortunately cannot do anything further and I'm sorry you feel this way.

  Thanks.

   

   

   

  Customer Answer

  Date: 12/31/2024

  They refuse to refund me all of the amount I paid them and did not disclose the amount of the product I paid for nor did they tell me their refund policy. They also neglected in telling me the product I had was shipped in two boxes to which I was missing more than that product I needed to assemble the bunk bed. I have attached a screen shot they sent me after I asked for proof of my actual receipt they failed to give me. Their original response is also attached. I was refunded only around $6 when I paid them $31 and some change. They were very vague on their end about the price of the item and I was under the impression that the item was what I paid plus shipping. I responded to them and to you and they have been extremely rude to me claiming I said some things and are providing things they recently altered and created they never provided to me

  Business Response

  Date: 02/07/2025

  As per attached document 1, the email we sent providing quote clearly states the price includes shipping & handling, as well as the 'no-refund' policy on parts purchases.

  As per attached document 2, and against our policy, we refunded the cost of the hardware kit ($6.60). The flat rate shipping cost ($25.00) was not refunded, as the item was ordered by & shipped to the customer.

  As per attached document 3, the customer request was only to order a hardware kit. There were no indication of missing any wooden parts (let alone a whole box).

   

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22608692
  
  I am rejecting this response because: I was not given the exact price of the part as I sent the original receipts given to me before I paid. I was also not given the refund policies. The company also did not verify nor told me that their products ship in desperate boxes causing more room for error on their parts. I was sold the part with them knowing that that certain product ships in separate boxes. They lied because I never said that I lost the item when I moved. I said I think I lost it because I didnt know the product was shipped in two boxes and one box lost in shipping. This company is also rude and refuses to take accountability for their negligence and didnt even want to refund any or respond until I notified the BBB, which tells you there is something wrong with their business practices.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/20/2024

  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.

  7/12/24, I spent $430.99 on a storkcraft olive dresser. It was delivered and the hardware was found missing. I called to ask for hardware replacement and they obliged by sending an email asking for various things like the serial number, proof of purchase, etc. I followed up after more than 48 hours because I had not received an acknowledgement of receipt or a tracking number. I was told that it could take 5-10 business days as there are "many others before me". I finally received an email on 9/5 saying they created a ticket, but it wasn't until 9/10 that my hardware shipped out. It is now 9/19 and I have not received my pacakge yet. I went on the ***** website to track what my package and it showed it was delivered, and yet the photo was not of my home. The ***** site had me enter my home address to verify and I was told it was NOT the address this package was delivered to. I have a half built dresser sitting in my child's room for weeks at this point because of the incompetence and slowness of this organization.

  Business Response

  Date: 09/20/2024

  Hi ******,
  
  I checked up on your case you mentioned. We're sorry to hear you never received the hardware kit yet.
  You only contacted us on the 4th of September and we submitted your order on the 5th of September.
  It was then delivered on the 12th of September.
  
  If you check your email, you will see that you gave us the wrong address.
  The address you gave in the newest email is different than the one you gave to us previously. 
  
  Rest assured, we have submitted a new order for you to fix this error.
  
  Thank you. 

• Initial Complaint

  Date:09/16/2024

  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.

  I purchased a Stork Craft dresser drawer for $200 and with a few weeks one of the dresser fell apart. When I took it out to assess it the wood was rotted and broke easily. This was not from wear and tear because upon assembly the item, the wood was splitting where it should not have been. The sides of the drawer fell into my hands like sawdust. I was so upset because you can tell it was brand new. I didnt think to get a replacement drawer, I was prepared to discard it. I tried to put it back together and simply not use the drawer but it keeps falling off and even gave me a massive splinter!! When I tried to contact customer service to get a replacement drawer, just FOUR pieces of board, they tried to charge me $100+ This is beyond unethical! You can read all the negative reviews about their products breaking in short period of time. Theyre selling customers rotted wood and wants us to keep repaying for the same pieces of rotted wood. Please dont buy anything from this company. Their items are bad and their customer service is lousy, I dont know how theyre still in business. There is not one good review for Stork Craft. I simply want a replacement for the defective item that was sold to me.

  Business Response

  Date: 09/16/2024

  Hi ****** ***, thank you for reaching out. You purchased this dresser 15 months ago, if you had any issues when you purchased it or after a few weeks, you should have contacted us or the retailer straight away and not wait this long. You are past the 1 year warranty to avail of it and that is why you received a quote.

  Unfortunately we cannot assist with your request in replacing this dresser as there is no active warranty.
  
  We sincerely apologize for any inconvenience this may have caused.

  -Storkcraft Team

• Initial Complaint

  Date:09/09/2024

  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.

  The mattress support for my daughters crib bent through normal use. It is out of warranty but I was willing to purchase a replacement part but despite them still selling the product, they claim it is discontinued and my only option is to purchase a brand new crib. This is a safety issue and horrible business practices.

  Business Response

  Date: 09/11/2024

  Hi ****,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with the mattress support for your daughters crib.

  While the product is indeed out of warranty as it was purchased over 2 years ago, usually the customer can purchase parts to fix these issues caused by wear and tear but unfortunately your current model was manufactured in a factory that shut down and there is no inventory left in our warehouse anymore.
  
  Our current models are active factories that have different parts and are not suitable for this crib. Safety is our top priority and we cannot provide parts that do not fit your crib.
  I'm very sorry again for the inconvenience.
  
  - Storkcraft Team.

   

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22262099
  
  I am rejecting this response because:
  
  The business continues to sell this model and I highly doubt the tolerances are so tight on a part that has arms that swing to help align with the holes. The physical size of the support likely has not changed as crib mattresses are industry standard. Please send drawings with all relevant dimensions of the new versions of the exact same portofino model sold now vs the one I have. 
  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/12/2024

  Hi ****,

  The current mattress support will not fit your crib made that was made in a different factory and country.

  We do not provide parts to anyone that can cause a safety hazard. I'm very sorry we cannot fulfil your request.

  Thank you. 

   

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22262099
  
  I am rejecting this response because:
  

  you have not provided any evidence that is the case. If I go to a retailer and take measurements of the current production model will I find that they differ than the version that was sold to me? 
  

  As I proposed previously, provide the technical drawings for each model and prove that they are in fact materially different.  If they are not then you are simply engaging in anti-consumer practices to create  more revenue for you and causing more landfill waste.  
  

   

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/12/2024

  Hi ****,

  Unfortunately I will not be providing this information to you. This crib is no longer within warranty. And even if it was within the one year warranty period, this is not manufacture damage. This crib was not being used as intended. The base broke while a child was jumping in it according to the email you sent to our customer care team.  As model ************ is no longer in production we no longer manufacture the compatible parts. We cannot substitute parts from a different or newer model for safety reasons.

  It is our recommendation to discontinue the use of the crib and purchase a toddler bed.

   - Storkcraft Team

   

• Initial Complaint

  Date:08/08/2024

  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 purchased a bunk bed from a Storkcraft retailer and received only 1 box of the parts to put this together - essentially two headboards - rendering the bunk completely useless. After the retailer refused to assist, I reached out to Storkcraft inquiring about the opportunity to purchase box B directly from them. The customer service agent in chat (call was not available) let me know that they didn't sell parts and to follow up with the retailer. I shared I'd already done so, and asked about purchasing each part individually as they state directly on their site that you can do so. She then back tracked and sent me over the manual to the item so I could reference the parts that would have been in box b and submit a list of the items I asked to purchase from them. I compiled this list after comparing parts in the manual to parts missing, and sent it back over to them. I received an email in response many days later stating that they would not sell that many parts, and that "even if they did" it would be more expensive than just buying another bed. I asked if there was any way for them to send me dimensions of at minimum the side rails of the bed so I could hire someone to make these since they wouldn't let me purchase any parts at all. The response to that was that they didn't have that information on hand. You manufacture these items and you do not have dimensions? I am now stuck with headboards to a bunk bed that is completely non functional. Beware that they do not care about their customers enough to even attempt to provide solutions when their customers encounter issues that retailers they choose to align themselves with leave us stranded with products that cannot be used. The "too bad so sad" approach says a lot about this company and their lack of commitment to their customers and ultimately, product. At minimum they should work with people who spend money on their products to provide solutions when things do not go as planned with their products.

  Business Response

  Date: 08/09/2024

  Hi *******,

  I reviewed your case and unfortunately you purchased this bed second hand from a re-seller. We can't sell one box from our set, you would have to purchase the entire set to receive the missing box you need.

  I advise returning the product where you purchased it and purchasing the entire set from one of our authorized retailers.

  We're sorry for the inconvenience.