Complaints

This profile includes complaints for Owlet Baby Care, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Owlet Baby Care, Inc.

  2500 W Executive Pkwy Ste 500 Lehi, UT 84043-3861

• 

  Owlet Baby Care, Inc.

  3300 N Ashton Blvd Ste 300 Lehi, UT 84043-5347

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:04/30/2024

  Type:Service or Repair 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 bought an owlet smart sock and camera a week after my daughter was born for the peace of mind knowing her heart rate and pulse oxygen levels while sleeping, and after a few weeks I noticed that the monitor would constantly lose its connection the sensor would stop monitoring and this would be happening multiple times throughout the night, and after a few months I really looked into and I was knew this wasn’t normal the sensor and monitor should not be dropping connection continually throughout the night, so I reached out to the company and they for a month they had me going back and forth with them refusing to replace the product knowing it was defective because for a product that is FDA approved should definitely not be dropping the connection multiple times throughout the night, they had me sending videos, multiple pictures for a month until they finally said they would only replace the base when it’s the whole product the needs to be replaced and they ended up sending me a USED base, scratched up and finger prints all over it. It’s horrible how you pay over 300$ for a defective product and the company won’t stand by their warranty and replace the entire item that they send out used parts. I’ve also seen multiple people have the same issue and to know these products are FDA approved is unbelievable. I just want my defective product replaced fully in a sealed box sensor and all not some used parts. It’s not okay the run around this company gives you for defective products they’re selling. And not standing behind their warranty. I’ve also tried reaching out to corporate and all the employees I’ve spoken to over the past month say they have no direct contact with them which is ridiculous to not be able to reach corporate to make complaints Please just help me replace my defective device fully, the way I bought it, not with some used parts that come looking like they have been used. It feel like these parts are the ones that have been returned. Thank you

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair 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.

  We purchased the owlet cam 2 for our new baby and purchased before she was born so waited to set up until she arrived. Once we tried to set up we recieved multiple of the same errors in setup (OC21). We spent hours on our own trying to troubleshoot before also contacting owlet tech support. We worked thru multiple scenarios with owlet tech support and continued to receive the same errors until tech support eventually told us we just needed to keep on trying and it might be due to their servers being overly used. I asked for a replacement or refund and was not provided either. Other consumers need to know that this companies servers cannot accommodate their tech product and this seems like a major business issue to not have the correct infrastructure to support your products.

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair 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 “Smart Sock 2 Baby Monitor” for 299.99 dollars on 07/18/2017 directly from the owlet website ( order number ****** ) in anticipation of the birth of my daughter. As a Peds ICU and Peds ER nurse I wanted to be able to monitor her Heart Rate and pulse Ox and the owlet smart sock advertises the ability to “ Track your baby’s heart rate and oxygen levels” directly on the front of the box. I used the product for a couple of months while she was a newborn and then packed it away in the original box so I could use it with my next child ( unlike car seats and other baby products it does not have an expectation date listed ). I gave birth to my next child on Jan 9th 2024 and last week when he was 7 weeks old he came down with his first cold. Since he was congested I brought out the owlet so I could watch his heart rate and oxygen levels. When I went to set it up I received an error code on the old app saying it was unable to load. I tried downloading the new app and it said “my product was not comparable with the new app”. I contacted owlet the next day and they said it was because I have the old owlet ( even though it is still in the box in perfect working condition ). The owlet representative said the app should still work if it was downloaded on the phone but this is not the case for me ( it was still on my phone). They then offered me 20% off a new owlet and monitor combo ( which I did not need since I already have a baby monitor ). Since I needed to track my sons heart rate and O2 levels I went to target and purchased a brand new dream sock for 299 dollars. It is frustrating that I had to buy a brand new system just to use the app. If it were my product that was not working I could understand having to buy a whole new product but since it is their part of the product that no longer works ( their app) I believe I should be compensated. I am willing to send my old product back in the original box in perfect ( almost brand new - working condition ).

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair 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.

  My family has purchased 2 owlet baby monitoring systems for our 2 children. The first was purchased when my son was born in 2020. The smart socks that are sold are advertised to last through multiple children and even children up to age 5 with an extension pack (which we purchased). The sensor(s) in this owlet has stopped working 3 times. Fortunately, it was still under the 1 year warranty the 3 times the battery in the sensor stopped holding a charge and we were sent new ones. My second child’s smart sock was purchased in 2022. My child is now 16 months old and the sensor on her sock has stopped holding charge. Because we are 4 months past the one year warranty, we were given the option to pay $129 for a replacement sensor or to stop using the sock. This is the 4th sensor we have had that stopped holding charge, the majority within a year. This company is scamming people into buying the original $300 product and forcing them unknowingly to have to shell out hundreds more over the years for replacement parts that are required for use. Owlet claims that a replacement part should never need to be replaced for battery issues, yet there are many unsatisfied customers online in the same situation with having these faulty batteries in sensors stop working in less than 2 years. There is a reason they only included a 1 year warranty with a $300 product, their sensors are meant to last right over the 1 year mark- it’s a money grab from anxious parent concerned with their child’s well-being. This is so similar to the Apple iPhone situation. The company needs to be held accountable in this situation. All I want is another sensor and to ensure my child is physically safe, and owlet is preying on parents emotions. We can not afford to spend $129 every time a sensor’s battery stops working- which is an extremely common occurrence from our experience and the experiences of others online.

• Initial Complaint

  Date:02/22/2024

  Type:Delivery 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.

  On 2/15/24 I ordered an Owlet Dream Sock that said it would be delivered in 2-5 business days. I received no information on how it would be delivered. This is for a new born infant that needed constant monitoring which this product provides. on 2/22/24 I called and asked about my order and they said it had not left the warehouse and could not tell me when it would nor if it ever would. They would to refund my money so that I could go else where to purchase a monitor. I checked my credit card company and they had already charged my card. I had to put in a dispute. I believe this is false advertising. I should have been notified that the product was not arriving on time and more importantly that it appears that they don't even know when or if the item will ever be delivered and thus they should have refunded me for my purchase.

• Initial Complaint

  Date:02/15/2024

  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.

  This business has been advertising a 1st time buyer promo for $30. I apply and got an email with the promo and a text. I made sure that there was no restrictions about this coupon and none was stated. Then I tried to purchase the Owlet duo 2 and that item was on sale. Since no restrictions were on the coupon $30 off were visible I apply the coupon at check out but it didn’t work. I copy and paste then I tried to write it manually but no luck. It actually said that the coupon was not valid. Then I called the business and asked why wasn’t working. I spoke to a gentleman named Paul and he said to me that the restrictions are not listed on the actual coupon or the email but you have to click on the website link at the bottom of the email and you will find it. That is true but why hide it?Then I asked to speak with a supervisor and he said that none was present. Then I asked to speak to someone else since I believe that the promo 1st time was false advertising and at that point he hang up on me. I called again and spoke to a wonderful customer service rep that took my number and email and said that the supervisor will get back to me. They did , Rhonda got back at me and this is what she wrote: “I do apologize that the terms and conditions were not noted on the email or text message that you received, containing the Welcome discount. We do include the terms and conditions for all of our promotional offers on our website. You can read through the terms and conditions for the Welcome promotion at this link: ******************************************* We have shared your feedback with our Marketing Team to suggest they include the details in the email and text messages. “ Honestly they lure you into this promotion and they don’t say there are restrictions. Wasting customers valuable time and falsely advertising this promo. The terms and conditions is a link very small at the bottom of the email and not on the actual promo and none would notice because they will never get there since the coupon has the promo code. Very disappointing.

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair 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 have been in contact with this company since 1/8. Their equipment has failed after 4 months of use and I am unable to monitor my infant who was born with respiratory distress syndrome. I have one perfectly operating base/dream sock and one that has quit working. I have wasted many hours repeating the same troubleshooting steps even though it has been made very clear that I have a faulty base. However, since they “have never seen this before” they are refusing to resolve the issue. I have been lied to stating they will contact me on said date but never do. I am the one that initiates all contact. They repeatedly ask me to do the same steps I have already completed and are refusing to let me use the product warranty. It has been over a month of contact and the product has been dysfunctional for over 2 months.

• Initial Complaint

  Date:01/11/2024

  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.

  Will make this short and sweet. 1st sock was burning my baby with 1st degree burns! I reached out and the company denied any wrongful doing. Ok whatever. Got a new sock only because this is the ONLY monitor on the market and will keep a close eye on my baby’s foot. An update was released today. Previous we had access to movement, waking, BP and oxygen and a wonderful graph showing active and sleeping restful this was a god sent. Now we only have bp and oxygen. Everything else is gone including the graph! Shame on this update! It’s a downgrade

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair 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 originally purchased the owlet smart sock 3 in 2021. After having connection issues and having the sock replaced under warranty a few times, the replacement stopped working June 2023. When contacting the company, I was told it was out of warranty and would have to purchase a replacement. So I purchased a replacement in 7/5/23. Tht again stopped working and was replaced under warranty October 2023. January’s 2024 the replacement has once again stopped working. Customer service has told me it is not under warranty and I would have to purchase a new one again. They state that “replacement sensors” are refurbished products and only carry a 6 month warranty. However I can find no where on their site that states replacement sensors are refurbished and not new products. Also, a customer should not be having this many broken sensors. They are clearly sending out defective products and refusing to assist customers after spending hundreds of dollars on their products.

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair 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.

  Owlet produced a defective device. I have been attempting to troubleshoot the issue with them for a week now. I have only received a run-around, and zero attempts to help solve the problem. Every time I contact them, they outright refuse to do anything to help troubleshoot the device, just make assumptions that there is a problem on your end - whether it be with your inability to use the equipment, or your internet connection, anything but them. They will not actually do anything to test if their device works properly or not.