ComplaintsforMockingbird

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My stroller was a part of the recent voluntary recall and I do not feel comfortable continuing to use the recalled stroller (recalled for the frame breaking). I am due with my second child in a few weeks and was just about to order the second seat kit and additional accessories when the recall was announced. I emailed Mockingbird and asked for a replacement stroller (since the newer model isnt affected by the recall) and was told no. The replacement kit that was offered is a bandaid on a safety device. How can I feel comfortable adding a newborn and the second seat kit etc to a stroller that I know is prone to snapping under more weight? Target (an authorized seller of mockingbird) is offering a full refund for those who purchased the stroller from them. I purchased directly from the brand and they are not honoring the same policy. Lastly, a stroller purchase is an investment/asset and given the recall, I am no longer able to sell it. I have tried contacting the company and they have stopped replying and are not helping. The stroller is under a lifetime warranty and this is an unsatisfactory fix. I am totally at a loss and cannot wrap my head around needing to invest in a brand new stroller.

  Customer response

  12/10/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Mockingbird regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I own the single to double stroller that is said to have lifetime warranty. The company issued a recall on specific lot #s of which mine is affected. Instead of replacing my stroller (since the recall is due to those lot #s having compromised integrity prone to snapping in half during use with children) they are claiming I can only accept a reinforcement kit which is an attachment/secondary add-on product theyve designed to help prevent the danger from occurring. When I requested either a refund or replacement for my defective stroller (under warranty) they declined only offering the kit claiming its part of the warranty as a repair. This is not a repair its a modification (not part of the original stroller design which I purchased). Others who bought this stroller not in the affected lot groups wont have this modification. I expect the same. I paid the same as them for the same product as them. The company will not read my emails and answer my concerns directly. They only send scripted/automated responses. They have issued refunds to customers who make noise on social media but tell me theres no alternatives.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased the single to double stroller, 2nd seat kit, snack tray x 2, car seat adapter and cup holder during a Black Friday sale on 11/26/2021 for $770 ($816.20) in anticipation of my 2nd child being born in April 2022. Once I started using the product shortly after my son was born I had multiple safety issues which I spoke with Mockingbird customer service to including being stranded in a parking lot due to the car seat adapter malfunctioning and rendering my child's car seat unusable. I was unable to transport him safety home. Mockingbird sent me a replacement product with the same issues. I then started using the 2nd seat adapter since I was unable to use the car seat adapter safely and had concerns about being able to transport my infant. I was only met with more concerns due to the mechanism bending and again contacted mockingbird (my husband even sent an email at one point from ****************** I was met with more troubleshooting recommendations. Each time I asked to be able to return and be refunded due to my overall safety concerns about the product but I was denied. Recently, Mockingbird then issued a statement in regards to multiple instances of their stroller snapping and causing harm to children. Consumer reports reccomended Mockingbird recall the product and parents stop using the product immediately. I again requested a refund as I have not used the stroller in months due to my safety concerns for not ONE but BOTH of my children being in the stroller. I was promised a FULL refund (see email from *****). I did not receive the refund so I had to contact him again within 1 week and a partial refund for the stroller ($495) was given to me. The accessories I bought are useless without the ability to use the stroller safely and I had already contacted them about my concerns about the accessories. Most of these accessories are in the box and original packaging. I want a full refund for what I purchased and I want a recall to ensure safety of others.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a Mockingbird Single to Double Stroller in April 2021. On October 30, 2022 my husband pointed out the lower support bar had broken off the side frame. I received an email from the manufacturer stating there have been isolated incidents of this type of defect occurring but they are not issuing a recall at this time. It was also advised to discontinue use of the stroller immediately for safety reasons. I am not comfortable being issued a new stroller as the companys R&D team is not investigating the cause of the problem.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Mockingbird order ***** Single to Double Stroller Purchased 1/7/2021 Mockingbird sold me a stroller with subpar and defective material. It is advertised that it is high quality and easy to clean.We have only had the stroller for under 2 years and the materials used make it impossible to clean ( important when you have a child) and very difficult to maintain.Ive reached out on two separate occasions about the fact that the materials on my stroller seem to not respond to Mockingbird suggested cleaning and maintenance instructions. I was offered no help besides information that my complaint wasnt covered under warranty.The stroller is an investment for many parents . Our second child is coming in November and i in good conscience wouldnt buy a mockingbird with these same issues again. Please make this right with your customers. Use better materials and offer replacements when your materials fail.The handlebar stitching is failing The canopy fabric is failing. The harness belts are failing. I am meticulous about cleaning and maintain this and the materials just arent holding up.Stand by your customers when they tell you something is wrong.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a mockingbird double stroller. Within 3months the stroller has started falling apart. I punched this stroller for $481.50. The foot area of the seat, the seam is ripping apart. The basket at the bottom the the seat is also ripping apart. When I contacted mockingbird they told me that I had to contact Target because that's where I purchase the product from. Upon contacting Target them told me there was nothing they can do to contact the manufacturer. This product claims to have a lifetime warranty. Mockingbird is telling me that they can do anything. They are selling defective products.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a stroller and accessories on May 18, 2021. I knew there was a wait time in one item at that time. To date I have received all of the other items for my stroller except for the 2nd seat (which should have come at the end of June). I did get an email regarding a delay in the shipment of the seat until August 2-14. On August 3, I emailed (the only form of customer service the company has) and I received a response that my order was still going to ship in that time frame. On August 15th (after the time frame) I emailed again. Today (Aug. 16) I got a response with a tracking number, but it is the wrong order number. I put my order number in each email. This order is going to Illinois. I cannot get a timely response regarding my items that I paid over 800 dollars for. I want this resolved and I want my seat so I can use the stroller for my twins. I am not the only person with issues. Their Facebook page is littered with people who have the same problem.

  Customer response

  09/27/2021

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Mockingbird has been resolved.

  I had emailed regarding this being resolved when it first happened. I received a response and emailed back that the case should be closed. I’m not sure why I am still receiving communication that you are asking about this .

  (By clicking "OK", your complaint will be closed as Resolved.)

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

*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. ↩