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:04/14/2025

  Type:Service or Repair 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.

  On March 3, 2025 I purchased an infant car seat and stroller travel system from Diono. After installing the car seat according to the manufacturers instructions, I noticed that it causes my infants head to slump forward, restricting his airway. My baby does not yet have head control, and this positioning is clearly unsafe and potentially dangerous.I contacted Dionos customer service to express my concerns and request a full refund so I could purchase a safer alternative. However, I was told they cannot offer a full refund without the original packaging, despite the safety concerns I raised.I believe this is an unacceptable response given the risk to my childs safety. I am not asking for a refund due to personal preference or cosmetic issuesthis is about the well-being of an infant using their product exactly as intended Desired Resolution:I am requesting a full refund for the travel system, regardless of the original box, due to the safety hazard it poses to my baby. I would like Diono to take responsibility for the issue and ensure parents can trust the safety of their products.

  Business Response

  Date: 04/15/2025

  Hello ******,

  ***** takes child safety seriously. We understand your concern, while head slumping may look uncomfortable to us adults, children are very flexible, their skeletal muscular tissue not developed like ours and therefore they can be comfortable in many positions. If their head is slumped forward before a crash occurs,there is no evidence that this is a safety concern. We did offer a return in accordance with our return policy.

  For more information on our return policy, feel free to visit our website: *******************************************************.

  Please continue to work with our customer service team for the return and refund.

   

  Thank you,

  ******

   

   

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23204484
  
  I am rejecting this response because: I appreciate that Diono takes child safety seriously; however, I must respectfully disagree with your position on this matter. While I understand that infants are more flexible than adults, my concern is not merely about comfortit is about safety and proper support for an infant with no head or neck control. In my case, the car seat causes my infants head to slump forward significantly, even when the seat is installed precisely according to the manual. At his developmental stage, he is unable to reposition or correct his head, which poses a real risk of airway restrictionespecially during longer rides or if I am unable to monitor him constantly. Head slump in infants without head control is widely regarded as a risk factor for positional asphyxia, regardless of crash safety data. I do not feel comfortable using this seat, and I believe any product that compromises a babys airway while in normal use should not be dismissed as comfortable just because it doesnt violate crash test parameters. I respectfully ask again for a full refund, regardless of the original packaging, due to the genuine safety concern this product poses to my child. I hope Diono will take this opportunity to act in good faith and stand by its commitment to child safety.

  Business Response

  Date: 04/23/2025

  Hi ******,

  I do see that on Thursday, April 17, 2025 we extended an offer for a  full refund and have provided a prepaid shipping label to return the product. Once we have received the item back a full refund will be issued.

  Thank you,

  ******

• Initial Complaint

  Date:08/16/2024

  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 ordered a diono car seat off their website. The website says that the seat is capable of rear facing from 4 to 50lbs so once I received the car seat I put it in my vehicle. I had to slide my seat right up to the steering wheel (so I can't fit in the seat) in order to install it rear facing. I contacted customer service and they said if I return the seat it is up to their discretion whether or not I get 50% money back or nothing and they destroy the car seat. There was no positive customer support. I am unable to use the car seat until my kids are forward facing and I refuse to turn them earlier. Ordered june 23 2024.

  Business Response

  Date: 08/19/2024

  Hi ******,

  I understand your frustration, our policy regarding returns is clearly stated on our website under our terms and conditions.  They can be viewed by following this this link, *************************************************************; Provided that the product is "like new" and is unused we do refund more than 50% of the purchase price. Once the seat is received it does go through an inspection and the refund amount is assessed at that time.  Reviewing the ticket information the agent you spoke with also recommended angle adjuster to aide in seat placement to allow more space. 

  The offer for the return of the seat is still an option.

  Thank you,

  ******

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22153860
  The problem that I have is your return policy. You deceive people about the product and it's capabilities and offer a terrible return policy. You do not back your product and you do not offer customer service. 

  rejecting this response because:

  Youre website also states i can rear face my infant when that is not the case. I have the angle adjuster, i have tried it. My knees touch the steering wheel and i have other chilren in the car. 

  You use the excuse "it is on our website" when it suits you, yet the "facts" about your car seat are also on the website yet they're not true. 

  Your 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/28/2023

  Type:Order 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.

  Jammed anti rebound bar will not release, I reached out for support was asked to get a video at which I obliged. The video is too large to send over email, to large to send over their FB and i provided them screenshots of this. I haven't been able to use this carsest in over a month because I cannot move it forward with this jammed bar. I have no resolve and cannot use this seat as intended and they now ask me to upload to ******* because they don't ha e a way to get my video. My son has been without a seat for months.

  Business Response

  Date: 03/01/2023

  Hi ********,

  I will reviewed your ticket with our **************** Supervisor.  I apologize that it has taken us 7 business days to resolve your inquiry.  It is our standard course of action to request a video or to utilize a facetime like app to assist us in quickly resolving your inquiry.

  Our **************** Supervisor will reach out to you today.

  Thank you,

  *************************

  Head of ******** Relations

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair 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 6 Diono Radian 3RXT car seats for my 3 children to use in our 2 cars. I purchased them under the premise advertised by Diono that this seat can be used "from birth to booster (5 - 120 lb) ... expect 10 years of safety from just one car seat." My most recent purchase was in 9/20. We have used the seats with no issues until this year when a design flaw has become apparent. The headwings of the seat cannot be adjusted high enough to avoid contact with the childrens' shoulders. They are very uncomfortable in the seats rendering them useless. My children fall well within the parameters of 120 lbs and 57 inches that is recommended by the company. I contacted the company and asked for any possible way to adjust or remove the headwings but if this was not feasible, I asked for a replacement with model that doesn't have headwings which is the Radian 3R. I sent pictures upon their request and they agreed that my daughters cannot continue use of the booster seat and recommended I purchase their backless booster which is in opposition to all safety recommendations to use a high back booster over backless ones. I have invested more than $2000 on these car seats with the expectation that I could use them for the duration that was advertised and I am not able to utilize them as promised due to a design flaw. Since discovering this issue, I have found that I am not the first to report this to Diono and many parents have had to throw away a seat they thought they could use "forever" based on advertising much sooner than they expected. I saw Diono reply to one customer reporting they use the 50th percentile on growth charts to make their claim but my daughter is actually below the 20th percentile and still having issues. I do not feel it is appropriate for Diono to make the claims and not deliver what they advertise. I have not received any restitution from Diono but no longer want to use their products and prefer a refund which can be prorated for use to $600 for 6 seats

  Business Response

  Date: 09/14/2022

  Hi Jaya,

  I have reviewed your ticket with Customer Support, ticket number ******, we did request more information regarding the seat and purchase.  Once we receive this information I will be able help resolve your concern. 

  Thank you,

  ******

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18009575
  
  I am rejecting this response because:

   

  I have purchased 6 Diono Radian 3RXT under the advisement of the company that it would last from "birth to booster" and I would get 10 years of use from them. Unfortunately as discovered by many parents after purchase, this is not a truthful advertisement due to a design flaw with headwings. They prevent a child who is still well within the height and weight limits from comfortably being seated. I have asked that the company provide me with the Radian 3R which does not have the headwings. I have provided the company with the requested pictures and receipts of the seats as proof of the issue and purchase. They offered me a backless booster instead. I pointed out that the safety of my children is of the utmost priority and it is well known that a high back booster is preferred to a backless one and declined their offer. This is a fact that a car seat company is well aware of and the reason I purchased a car seat that could be used as a high back booster in the first place. In turn, they offered me ONE Cambria high back booster as compensation for SIX car seats that are now useless. I expressed my concern that this seat again has headwings but since it has a higher height limit, I was willing to consider but they would have to send me at least three as I have three children. They refused to provide more than one and I find this offer of compensation to be ludicrous and not appropriate for the amount of money I have lost based on their false advertising. I believe the company should be held accountable for making claims that are not truthful and asking parents to invest significant amounts of money in their product that does not live up to their claims. Here is their own description from their website which does not live up to it's claim:

  "The Diono Radian 3RXT is the original 3 across All-in-One convertible car seat, trusted by over a million parents to protect their child from birth to booster (5 - 120 lb) Lovingly engineered with the famous Diono Steel Core and now rear-facing for even longer, expect 10 years of safety from just one car seat."

   

  As compensation, I would again ask for at least 3 high back booster seats which is more than reasonable since I invested in six flawed seats that I cannot use. Otherwise they can send me a refund for $600 which is less than half of what I spent. 

   

  Thank you,

   

  ***************************

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

  Business Response

  Date: 10/06/2022

  The 10 years one car seat is not a guarantee that your child would be able to use the seat for 10 years - a Radian seat has a length of use of 10 years from the date of purchase before the seat is expired and should no longer be used.  The seat is designed to be used in both rear facing and forward facing modes, but as different children grow at different rates, we would never be able to guarantee every child would be able to use the seat for 10 years, especially when they are old enough to be in booster mode.
  We have extended an offer for three ******'s or one Cambria 2 booster seat.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18009575
  
  I am rejecting this response because: ONE high back booster to replace SIX defective car seats is not a reasonable offer. It is well known that high back boosters are preferred for safety and inappropriate for a car seat company to offer my children something they know is an inferior option of 3 backless booster Solanas. Again, my children are well within the height and weight limits specified for the car seat to be used as a booster. If they did not have the Radian WITH THE HEADWINGS, we would have no issues. This is a design flaw and false advertising where you promote parents can "EXPECT 10 years of safety from just one car seat." You have failed to meet the expectations you promised and I am asking for fair compensation of 3 high back boosters - Radian 3R without headwings or Cambria would be fine but backless boosters are unacceptable. Your offer of 3 backless but only ONE high back booster makes no logical sense. 
  
  Sincerely,
  
  ***************************