ComplaintsforOilo, LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 4/13/2023, I placed an order (#*****) with Oilo Studio for the motorized Flynn Recliner and Swivel Nursery Glider on **************. The order was received the week of 5/15/23. My baby was born on 6/23 and slept in our bedroom until early October, so we rarely used the glider until then. Around 2/20/24, the recline feature started to malfunction, unprompted. On 2/24, the motor completely stopped working mid-recline. I emailed Oilo on 2/26 to notify them with video evidence. The representative, Erica R******, responded within hours with tips to check the connection. I replied within hours, confirming that I tried suggestions with no luck, and requesting the next steps. She stopped responding altogether. I followed up on 2/29 and 3/4 and still have not received a response. My husband and I, separately, contacted them via their Instagram page and LinkedIn on March 5th-6th and, again, no response. (I also noticed three additional customers commented on their Instagram with similar complaints of experiencing breaks and malfunctions and not getting a response.) There were only 10 comments on the post, and Oilo continued to post on Instagram simultaneously, so it is clear that they were seeing and intentionally ignoring all of our messages. Per their website, the chair motor is covered under their warranty for 2 years. Exact language below in quotations. Screenshot attached. "MOTION MECHANICS - 2 YEARS This encompasses recliner, glider, swivel, and sleeper mechanisms, as well as electric motion mechanisms." The company is knowingly ignoring all communication to avoid addressing the malfunction, which is legally covered under warranty. I purchased this chair custom-made, direct from Oilo, and it was well taken care of. My husband and I are average-sized adults (150 lbs and 175 lbs) and spend less than 1-2 hours per day, collectively, in the chair. We've only used it since October 2024 so there's no rationale for the issue and we want Oilo to fix it.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.