ComplaintsforStrolleria

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to return a defective car seat and the ******** Service agent ********* was condescending and rude. I sent everything I needed and she refused to return it with full credit. I have never dealt with such rude condescending people in my life, all I want to do is return a defective car seat and she is being difficult and making me jump through hoops.

  Business response

  03/12/2024

  We have strict return standards and practices as outlined by our manufacturing partners and federal regulations that we must abide by.  This appears to be seen by the customer as jumping through hoops, when in actuality, it is our standard return process that we make everyone follow.  There is a completely different process surrounding the return of a product that a customer simply does not want as opposed to an actual product defect.  Federal regulations prohibit the re-sale of an opened Car Seat, so if a customer simply does not want the product, we need to do our diligence and abide by the process that is clearly outlined on our website and was clearly communicated to this customer.  If there is a defect, we are required to route this through the manufacturer of the product.  This is because the product is covered under a warranty that protects both us as a small business and the customer from a financial perspective.  Also, if it is a defect that could impact other products, it could warrant a recall.  

  These policies are not in place simply as an effort to be difficult.  

  In reading the chats, it is quite clear that our customer service team was simply trying to figure out which return pathway to follow and if a defect was truly at play so we can be prepared to escalate to the manufacturer.  

  In terms of resolution, our team has issued a return label to this customer.  Once we receive the product back in our warehouse, we will issue a refund.  One caveat: since it appears the customer has filed a chargeback, we will not be able to issue a refund via our platform upon product receipt.  The chargeback process occurs between the customer's bank and our store, which can take a few weeks to complete.  Either way, the customer will receive her money back.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a cover from this company and after a vacation where I did not use the cover, I requested a refund of the item which is BRAND NEW and still in it's original wrappings and box.I have responded as they required for a refund with pictures showing the product's new condition and provided the order number as requested by the company.Those requests of me were included in an email, after my initial request to return the cover, with a lot of cautionary statements that they do not accept used items and also a list of their charges for returns.However, my return is still new in original packaging.After sending those pictures to them and emailing them constantly every 2 days, they are TOTALLY ignoring my emails.I know they are receiving them because my email account informs me that my emails were received by their ************* unit.

  Business response

  12/14/2023

  Hello, 

  We have sent **************** an email response to each inquiry she has sent us regarding a return.  She continues to send ** new emails intiiating this process to begin again, which we participate in.  We have even sent her return details as well as a return label.  We even sent her a brand new email again with all of the previous screenshots showing our responses as well as a new label.  There are a total of 6 different threads that happened by her, and each one has at least one response from us.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a bugaboo stroller from this company and when I received it, it was not what I expected it to look like/not what I thought I ordered so I wanted to return it. I returned the item and no longer have it in my procession. The company apparently received or claims to have received something entirely different and won't issue me a refund however I do not have the item anymore as I returned it and clearly there was a disconnect somewhere in transit

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/16/23 I purchased a nuna pipa travel bag that arrived in original packaging for $162.32. Upon arrival, I decided that I did not need this product and returned using **** and paying for my own shipping. Upon receiving the product, strolleria issued a refund on 1/31 that is not posted to my bank account and they automatically deducted $12 for the ***** label they provided but that I did not use. I have contacted strolleria that I would like the $12 refunded as I am being charged for services not used. Based on other reviews, I have low confidence that this issue will be remedied.

  Business response

  02/17/2023

  Hello, 

  
  

  My name is ***********************, and I am the *** from Strolleria.  

  
  

  You are correct.  We mistakenly deducted the $12 from your original refund as we thought we were providing the shipping label.  My apologies for that.  

  
  

  Once we found out, we refunded the $12 back to you.  That occurred on Feb 1st per below:  

  
  

  • ********************* refunded $12.00 USD using a **** ending in 3475.

    8:22 AM 2/1/2023

    Acquirer Reference Number (ARN): 24492163033000009141997

    
    

    Once again my apologies for the confusion.  If you need anything further, please feel free to directly reach out to me at my contact information below.  

    
    

    All the best,

  
  
  

  *********************** | *** | Strolleria LLC

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, On October 16th, 2022, I paid $1,429.98 to Strolleria for a stroller and car seat. Once we received the items, my wife and I decided these are not the items we wanted and attempted to return them (unopened). Once attempting to return them we saw a fee of $50 for the stroller and $30 for the car seat to be returned with a 30% restocking fee. Once calling to get an explanation on the fees and trying to find a solution I was met with a rude and uncaring attitude towards the subject, almost like this person deals with this complaint daily. I simply do not believe these fees are legitimate and would simply like to return the items to them. Please let me know if there are any additional questions.

  Business response

  11/18/2022

  Hello, 

  This is ***********************, CEO of Strolleria.  I have previously responded to **************** in response to a post he made on *********  In that correspondence, I indicated that our company policy is that we offer free shipping to the customer but we charge a restocking fee to recoup the fees associated with any returns.  As strollers are very large products, shipping is not inexpensive, and as a retailer (and not the manufacturer) our margins are small to begin with.  That's the reason that most retailers in this space have very similar return policies.

  That's the reason for our policy.  However, as I said in my previous communication, I am willing to work with **************** to make this right.  I will offer him a refund for his purchase.  And as token of how importantly we view customer service and customer satisfaction, I will also offer him 10% off on any purchase from Strolleria.  I hope this helps make it right.  

  He can get in touch with us by calling us at ************, going to our live chat on Strolleria.com, or contacting us at **************************************  Simply note in the communication that *********************** approved this offer.  

  Thank you, I apologize for the experience you had with us, and I hope you give us another chance.

  All the best,

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

  CEO Strolleria, LLC

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Baby Jogger brand car seat from Strolleria (11/10/21) and requested a return within 60 days, in compliance with their return policy. Strolleria provided me a ***** return label to use, and I dropped off the new unopened box at my local ***** shipping location on 12/13/21. The original purchase price I paid was $499.99 and I was informed that return shipping of $30 would be deducted from my refund, so I anticipated receiving $469.99 back. On 12/20/21, I received an email from Strolleria that my refund was processed in the amount of $366.99 with no reason as to why I was being charged more than the return shipping costs. I sent an email to Strolleria customer support the same day, and received a response the next day that I was being charged a 30% restocking fee due to the product being returned in a damaged condition (Missing product tags, original packaging, and original box) along with pictures showing the condition in which it was received. I was astonished to see that the car seat had been opened and repackaged in an unmarked box. I informed Strolleria customer service that this was not the condition in which I dropped it off at *****. They responded that the ***** tracking information did not indicate that the item was repackaged by them, and insisted that I must have returned it in this manner. I absolutely did not open or repackage the item. After this experience, I went online and found numerous other reviews from other customers regarding Strolleria fabricating damages to returned items so that they can charge the consumer a 30% restocking fee. I am so upset that my integrity is being called into question by a company that I have given over $1,000 to on several products over the last year. The one time I had to request a legitimate return, I am being accused of damaging the item and being defrauded of my rightful refund. It is shameful that a company can be allowed to operate in this manner.

  Business response

  01/03/2022

  As of December 28th, 2021, Jessica's order was refunded in full following *****'s confirmation that the return was repackaged in transit. A screenshot is attached confirming initial refund with 30% restocking fee and $30 return shipping fee, then second refund with remainder of order balance.

   

  Thank you!

  Customer response

  01/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I confirm that I received a full refund on Dec 28, and consider this complaint resolved.
  
  Regards,
  
  ******* *******  
   
  

• Initial Complaint

  06/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Uppababy stroller and car seat combo from this company in November 2020, my baby was born may 2021 so I just started using it. Unfortunately the stroller has a broken canopy that will not stay in place, I contacted strolleria about this and they said I had to contact the manufacturer directly, so I did. They manufacturer admitted that they had sent a batch of strollers with defective canopies to retailers, then the manufacturer sent me a replacement part that did NOT fix the issue, I requested to return the stroller. They said since they dont sell to the public I had to go through Strolleria for a return. Strolleria informed they do not accept returns, which I would understand if I simply didnt like the product but to not accept a return on a defective item they sent me doesnt seem right or fair. I paid for a working stroller not one that I have to take apart and repair when it is brand new.

  Business response

  06/22/2021

  Hi ********,

  We're sorry for the difficulty you experienced with your UPPAbaby **** V2 canopy not staying in place when extended!

  Warranties ensure that if a defect is present out of the box or after use a replacement part will be sent from the manufacturer. Our return policy notes:
  "If you would like to return an item because of a defect, the manufacturer can help you with a repair or replacement. Retailers do not process warranty claims, but we are always happy to connect you with the manufacturer and help you resolve the problem."

  Your order was delivered in November, 2020. We were notified of an issue with the canopy staying extended on May 25, 2021. Our customer support responded to your email less than 10 minutes after it was received, connecting you with UPPAbaby directly to start the claim and help you register your product with the manufacturer. UPPAbaby sent replacement fabrics& we were notified on Saturday, June 19 that the fabrics didn't fix the issue. Because manufacturers do not operate over the weekends, the earliest we could have a solution for you was Monday, June 21 and that morning UPPAbaby confirmed that they were pre-assembling a complete new canopy for you with new canopy wires and a second set of new fabrics pre-attached by their team so you have a one-step replacement by clicking the new complete canopy onto your toddler seat. This shipped via ***** 2day: 280618085526

  It sounds like there may have been a misunderstanding in your communication with an UPPAbaby CS rep. as we have since confirmed with our UPPAbaby contact that there was no defective batch of strollers. The replacement complete canopy will ensure that your stroller canopy is fully functional and should be arriving shortly.

  As discussed, we accept returns of new, unused products within 60 days of receipt, but can't accept returns of a used product purchased 8 months ago, and cannot replace an entire stroller because of a defective but replaceable component.

  Thank you!

  Customer response

  07/01/2021

  the issue was not fixed with the assembled canopy I received. I may have received the stroller moves(because I bought it on Black Friday) but I did not use it right away because my baby was born in May 2021. I understand your policy, and I think its awful. The only reason to develop policies like that are because you dont have faith in the quality of the products you carry. I will never buy anything from you again and have talk all of my pregnant friends to stay away. 

  Business response

  07/06/2021

  Hi ********,

  We are sorry to hear you're having issues with the assembled replacement as well. Can you please email our team at ************************************* with documentation of a defect in the new canopy so we can review and discuss with UPPAbaby? I cannot locate any follow up communication from you to our team since June 19.

  Regards,

  *****

• Initial Complaint

  06/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 6, 2021 I was looking to purchase some youth chairs. The manufacturer was out of stock and advised to check with other retailers. Strolleria listed the youth chairs that I was looking to purchase as "In Stock" on their website, so I placed an order. Their FAQ stated that orders ship in 1-3 business days. I contacted Strolleria on May 12 asking for an update. This is when they informed me that they didn't actually have the item in stock because it ships from the manufacturer, which was not indicated anywhere on the product page. The estimated time that it was going to ship was "at the end of May", which has passed. Strolleria charged my credit card on May 11. I still do not have the chairs that I purchased, nor have I received a shipping notification.

  Business response

  06/03/2021

  Hi *****,

  We are very sorry for the inconvenience caused by your delayed shipment!

  This order was processing to ship directly from Stokke's warehouse which is closest to your shipping address, and on the date of purchase Stokke advised that they had this product in stock. Unfortunately Stokke later notified our shipping department of delayed shipment due to unexpected inventory issues with an ETA of late May, which was later revised to early June. The late May ETA was communicated to you in response to an email from this address: ********************* and the updated early June ETA was communicated to you via the email associated with your order: ********************. We understand you are unhappy about these unexpected delays and the importance of these items. At both points of delay, we have offered to cancel and refunded the order if the revised timing does not fit your needs anymore, but have proceeded with processing this order since you have not responded to the offers to cancel and refund.

  As we have discussed via email through our customer support channel, our shipping department has been in constant communication with Stokke to ensure we have current updates for you, and early this morning we requested tracking from Stokke now that we are in early June.

  Tracking will be sent to the email associated with your order the moment that is provided to us from Stokke, thank you.

  Customer response

  06/04/2021

  I have stated that I just want the chairs that I have already paid for both in emails to Strolleria and when filing this complaint with the BBB. Stating otherwise is misleading.

   

  Additionally, Strolleria had the chairs as "in stock" on their website this entire time when the manufacturer lists them as out of stock. This is misleading. Strolleria also does not indicate that the chairs are shipped from the manufacturer and are dependent on the manufacturer's stock levels. I probably would have purchased directly from the manufacturer and never even looked at Strolleria if the chairs had been available from the manufacturer.

  Business response

  06/04/2021

  Hi *****,

  We understand the urgency. As discussed by email previously, Stokke's inventory - specifically for retailer shipments - showed the product you ordered as in stock the day you purchased. Manufacturers often have separate inventory for their online stores versus what they can ship on behalf of retailers, and unfortunately the information Stokke had for retailers was inaccurate. Because you did not wish to cancel your order with us, which we offered at both points of delay on this order, your purchase is on track to ship in early June.

  You received a Stokke update earlier today from us indicating a scheduled ship date of Monday, June 7. Please be assured we will be in communication with you directly through the email associated with your order as soon as Stokke has provided your tracking information.

*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. ↩