ComplaintsforAlbee Baby

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Number********* I purchased a Larktale Wagon at the end of Aug. as a baby shower gift. My brother finally opened it and it's broken. It's the main frame where the wagon folds. I contacted them a few days ago and haven't heard back. After reading previous complaints, I can see it's common for them to avoid people. Maybe because its a 60 day return policy and it's almost 60 days. I'm trying to figure out what they want me to do with the wagon so I can receive a refund or a replacement.

  Business response

  10/30/2024

  No refund or replacement will be processed at this time.  A refund will only be issued upon return and inspection of product, and customer's chargeback # ************ is settled.  Customer has so far refused to return product. a free no charge return label was emailed to customer on 10/24/2024 as an exception to our Return Policy (attached). Customer has not provided photos or video as requested or defined what "broken" means. Customer did not contact us or contact *** (the carrier) regarding any damage upon receipt of product on 8/27/2024, but until 10/7/2024 after product was given as gift to brother, negating chain of original delivery. That email went to our spam folder and was not opened at that time.  Product is fully covered under Larktale's two-year warranty (attached). Customer wants to get a Wonderfold Wagon instead (different brand). Possible buyer's remorse as customer has previously purchased a Wonderfold Wagon.

  Customer response

  10/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I am not refusing to send product back.  And I did not send photos of the broken product because they went ahead and sent me a label to return it so why show proof that it's broken.  I did not have buyers remorse and your argument is vague.  Like I stated previously, the item was a baby shower gift for my brother.  Him deciding he didn't want a replacement has 0 to do with buyers remorse. He fears it's cheaply made and could break again.  I've had my Wonderfold for almost 2 years and have 0 issues.  Try again.  But the main reason I haven't sent it back is because the box is too badly damaged to put it back in the box.  Just like the wonderfold I had, it's so compacted in the box, you end up tearing it to get it out.  And these clowns suggested getting a box from *** and sent me locations in ***********  I like in *****  They clearly can't even get that information right.  I'll never purchase anything from these clowns ever again.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/01/2024

  As previously stated, a refund will only be issued upon return and inspection of product, and customer's chargeback # ************ is settled.

  Customer response

  11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Like how I called you out for lying and falsely accusing me and you have nothing to say.  Even emailed you back calling you out.  I'm sure this will reach 1000s of people and they will turn them away from buying from your site.  I understand you have policies you have to follow but tell lies and accusing just goes to show how **** poor you and the company truly is.  I would have deleted this complaint but now I'm going to keep it.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 6th, 2023 I purchased $1,361.40 worth of items from Albee Baby. I am expecting and was making a large purchase for everything needed for our little girl. I was very excited to receive the packages but when *** arrived they only delivered 3 packages (one of which was heavily damaged). I immediately contacted Albee baby informing them what happened and told them I had missing packages even though tracking updated to delivered. They said all items had been delivered and asked for pictures of the labeled boxes received. I sent them the *************** confirmed that everything had been delivered even though it hadn't. They then did a *** tracing investigation which again came up as all items have been delivered when they in fact had not. I still have multiple items missing and they are now just not responding to me. I have been blatantly ignored and even was told by an employee that my messages were going to spam (even though I was speaking with them pertaining my order already and they had been receiving my emails just fine). The way this company is handling things is unacceptable. I expect a refund for all missing items. Order Number: ******** Order Date: Apr 06, 2023

  Business response

  05/04/2023

  Customer is not entitled to refund. *** Proof of Delivery on all 5 cartons (attached).

  Customer did not provide pictures as requested. Shipment label and packing slip are on all packages shipped by Albee Baby.

  Local *** Facility Manager was contacted by ** and confirmed all 5 packages were scanned / delivered to correct address and GPS verified.

  The delivery driver was interviewed and also confirmed the delivery of all packages at correct address. 

  Customer should file a Police Report for stolen packages from property and file a claim under homeowner's insurance.

  All emails (attached) in support of above statements.

  Customer response

  05/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not been refunded for my missing items. The statement "All Albee Baby packages are shipped with a packing slip not exactly true. There was absolutely nothing attached to either of the three packages that arrived and as stated, one was heavily damaged. I did not receive 5 packages. I only received three. Regardless of what the *** driver said, all 5 packages were marked delivered as 3 packages were placed on the porch. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased for $166.31 for a car seat for a weekend trip flying back home, so I was not planning on using the base. After a few car rides and having several seasoned moms help me install the seat with the seat belt and even reassuring me that this is just how its made and they wouldnt send me a car seat that wasnt safe, I just felt something was off- it just didnt seem secure enough to me. It turns out my car seat did not come with seat belt guides. It was extremely hard to know this from looking at instructions and the manual. The sides were black just like the seat belt guides. This was so frightening knowing my baby wasnt safe for several car rides. After several unreturned calls and emails I finally spoke to ******* at Albee Baby about the issue. We had already purchased a different car seat as we dont feel comfortable purchasing a **** **** now and we plan on traveling again soon. He was completely unhelpful and would not allow us to return the item for a refund as it had been used, and directed us to contact the manufacturer for a replacement- which we do not need now. I work in customer service so I understand his job. I do believe my situation was an usual one. ******* was not compassionate, short with me, and refused to remedy the situation even though he implied that he could- but because I ordered the item January 29th (took about a week to receive) traveled a week later with it, and took about a week to reach out to Albee baby with them finally responding to me on March 6th, in his opinion that was too long for me to have used it. As if I would have ever used a car seat again knowing it was defective and put my baby at risk. He also used several other excuses implying I should have known when installing it that it was defective. I think any mom would agree if in any way I would have known I would not have used it. He made me feel belittled and made it clear because of my usual circumstance he had the ability to refund me, but would not.

  Business response

  03/14/2023

  Customer was fully refunded on 3/7/2023 This was done despite the fact the customer did not comply with our Return Policy : Return Policy (*************)

  Customer asked parents instead of contacting **** **** regarding car seat functions & installation.

  Customer made inaccurate statement of when item was received: ordered on1/29/2023 & delivered 2/1/2023.

  Tell us why here...

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 24, 2023, I paid Albeebaby.com $159.30 for a *************** Learning Tower. The item arrived packaged, but upon unwrapping it, each piece was damaged out of the box. Most concerningly, one of the weight-bearing pieces has a deep crack down the center -- I fear that using this product will endanger my child. Their return policy says damaged items cannot be returned, but it arrived damaged, so now I suppose I am unable to return it, as per their "policy". I sent an e-mail to Albeebaby.com with photo evidence of what I received and I have not received a reply.I would like a refund because this product is a potential danger to my child's safety.

  Business response

  02/08/2023

  Customer was fully refunded 2/8/2023 after merchandise was returned under our Return Policy.  All email communication (attached)

   

  Customer response

  02/15/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 24, 2022, I ordered a stroller. Order number ********. It does not state on the website, order confirmation, or packaging that this is a single seat stroller. Kinderwagon makes this stroller and Kinderwagon is notorious for making double seat strollers. This stroller was purchased under the assumption this was a double seater stroller based on the price point. The stroller was $189.99. Once the stroller arrived, it was unboxed and became apparent that the stroller is a single seat stroller. Upon inquiring about a refund I was informed according to the return policy I would be responsible for a $20 shipping fee. Since the stroller was not clearly described I would like to not be responsible for the $20 shipping fee.

  Business response

  12/23/2022

  Customer is not entitled to refund.  Return Policy (attached). It does not say anywhere in the product description Twin Stroller (attached). Customer's assumption is not supported in any way.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car seat and installed in my new car. My new car does not have plates, so it is currently sitting in the garage for the past week. Car seat was installed and had my son sit in it once. We realized that the rotating function of the car seat was not going to be a good fit for us. I unfortunately threw out the original box after install. The company will not refund, although I offered to purchase a new car seat through them and use the new car seat box to mail back the carseat that I currently have and am not/will not be using.

  Business response

  11/19/2022

  This order does not qualify for return or refund. Return Policy (attached). All emails (attached).

  A) Customer does not have original packaging / threw out after installing car seat?

  B) Customer stated used item for week and a half.

  Customer ordered the exact same car seat back in January 2022. Both orders (attached).

  This buyer remorse.

  Possible attempt to return car seat from January.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company sold me a Britax ******* car seat, travel system, and a bassinet cover, order number ********, on October 27, 2022. I received the items on 10/31/2022, but some of the items were not new, so I decided to contact them by phone at ************ and by email. According to them, they do not sell used items, but I received used items. Now the company is refusing to send the return label and reimburse me the order of $567.07.

  Business response

  11/09/2022

  Customer was fully refunded  11/9/2022. Customer claimed merchandise were used. Customer refused to have to pay return shipping costs per our Return Policy....In actuality it was buyer remorse as all merchandise returned was inspected by the warehouse manager.  All merchandise were new and complete with all original manufacturer internal packaging / manuals and warranty registration cards.

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

  Customer response

  11/11/2022

  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 and the matter has been resolved.
  Refunding me is the right thing to do, the items were used, all of them did arrive in the original boxes but some were not new. 
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a stroller wagon less than 30 days ago and have attempted to contact the company to place a return. Because I tested this stroller out inside of our home it is considered used and therefore I cannot return it. This product is in brand new condition and I also understand that I would have to pay for shipping costs on my own. This is resulting in trying to sell this stroller on my own and recouping what should be a full refund.

  Business response

  11/02/2022

  Customer was refunded $408.59 on 11/2/2022. Wagon was returned un-used.Tell us why here...

  Customer response

  11/03/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a SNOO bassinet from ALBEE BABY on 8/17/22. When I was purchasing the item, I authorized a charge of $942.09 as this was what my cart was displaying. I received the item and starting using the bassinet as I had a newborn at home who needed a place to sleep. When I was going through my charges later, I noticed that I was charged $1371.09. I reached out to Albee Baby in order to get a refund on the excess charges but was told that even though their system had a glitch, I would be responsible for the full charge of $1371.09 even though that is not what I authorized my credit card when I completed the payment originally. I was offered a full return which I accepted and was planning on pursuing but was then told that I could not return the item as it was used. I could not have foreseen that I would need to return the item so I had started to use it for my newborn at home. I was offered $200 and told that was all I could be offered for a mistake on their end with no ability to return the item for a full refund. I contacted my credit card company and was told that even though I had only authorized a charge for $942.09, since they had charged me $1371.09 on the final confirmation, they had no recourse to help me. I attempted to reach out via social media and via email to have someone call me but no one has responded to me, hence I am submitting a complaint with BBB. All I am asking is a refund of $429 to the value that I had authorized when I purchased as I would have not bought it from them if I was charged $1371.09.

  Business response

  10/28/2022

  Customer is not entitled to refund. Customer did authorize $1371.01. Customer applied MD First Responder Code. Customer incorrectly assumed ability to "double dip". Albee Hero Promo states" cannot be combined with any other offer or Promotion. Customer did not respond to email, but rather did a chargeback which we disputed. Customer has been obstinate and did not support his claim. The bank accepted our dispute.

  Customer response

  11/04/2022

  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 and the matter has been resolved.

  
  Hello,
  Albee baby offered me some compensation for the issue at hand and I am therefore satisfied. 
  Thank you,
  ***********************
  

  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a stroller it is within the return period.The stroller has zipper issues on the canopy and the frame of the stroller is not sturdy (unsafe) for an active baby.They claim it is has been used; we showed photos of the original box and the stroller in new condition. They want us customers to contact the manufacturer when the manufacturer explicitly asks buyers to resolve with merchants.

  Business response

  08/25/2022

  Refund will not be issued.

  Response to complaint has been emailed to customer.

  Defected canopy can be replaced by Ergobaby under 2 year warranty.

  Sturdiness of stroller is matter of opinion and Ergobaby can discuss with customer.

  Customer stated stroller was used in an email.

  Buyer remorse is not covered under our Return Policy.

  All emails (attached).

  Customer response

  08/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  
  

  The return policy says:
  
  "Merchandise must be new (never been used) and in its original carton with all the packing materials, manuals and registration cards. We will not accept dirty, washed or used products."

  
  

  The definition of used according to calls with the company is if the product has been used outside the house. We stated no, inside the house.
  
  The only way that we could have noticed the issues we found was to "use" de product, otherwise we wouldn't request a return.

  
  

  This is an issue of semantics not reality, we have the product in new condition in the box with all plastic bags and manuals.
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  09/14/2022

  Customer issued a chargeback through their bank (attached).

  Customer returned merchandise on 9/9/2022 (attached).

  We accepted chargeback for the stroller returned.

  Customer response

  09/29/2022

  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 and the matter has been 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. ↩