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:05/07/2025

  Type:Delivery 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.

  Ordered a tushbaby product for use on our ****** trip. The package was marked as delivered to a parcel locker which we do not have as we live in a regular house. I contacted the post office who confirmed it was delivered somewhere else by mistake. I contacted the company and they are refusing to help fix the issue. The customer service person **** has been less than helpful. For such a well known company you would expect better customer service.

  Business Response

  Date: 05/08/2025

  Hello, our operations manager responded via your email with our staff and she issued a full refund. 

• Initial Complaint

  Date:03/07/2025

  Type:Delivery 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.

   
  Complaint: 23033776
  
  I am rejecting this response because my issue was not resolved. I had contacted customer service within the 60 days and provided proof. ****** customer service went back and forth with me for several weeks until they could run the time out on the return and then use it as an excuse and reason to why the refund was not issued. This is horribly unethical and terrible customer service. I hope others see this and think twice before buying from here. I have no choice now but to file a dispute with my credit card.
  
  Sincerely,
  
  ******* ****ns and provided the necessary information. They acknowledged my claim but later became unresponsive and dismissed my issue. They told me to contact *** which I did who then referred me back to merchant.2.After TikTok support stopped responding for a month, I escalated the issue to Tushbabys main customer service email in Jan, following up twice. They never responded to either email.3.I sent a last email warning that I would escalate the issue if they continued to ignore me. No response.Issues:The package was never received, as confirmed by Ring doorbell footage and my tracking investigation. Instead of addressing the issue, Tushbabys customer service ignored valid refund requests and dismissed the claim despite initially acknowledging it. I have sent multiple follow-ups via TikTok and email, with no response for over a month. Tushbaby has effectively taken my money without delivering the product and has refused to provide any resolution or even acknowledge my emails.

  Business Response

  Date: 03/07/2025

  Hello, thank you for reaching out to **. I did review the messages between our Tiktok staff and on our website. I do apologize you do not feel these issues were addressed. I am showing your item was delivered to the proper address that you confirmed on 11/30/24. I am showing you did not reach out to our staff until 2/10/25. The allowed time to file a claim with *** on a missing package is 60 days. I saw you mention the ring camera did not show a delivery but we were never given that footage from the camera for the time stamp and date of delivery. Unfortunately per our policy as well as *** the missing items must be reported within those 60 day to which they were not so a replacement is not possible. 

  Business Response

  Date: 03/10/2025

  Hello,  can you please show proof of contact with our staff in regards to your missing item between 11/30/24 and 1/29/25 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23033776
  
  I am rejecting this response because: the issue was unresolved.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:02/10/2025

  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.

   
  Complaint: 22921872
  
  I am rejecting this response because:
  Your policy did not say: final sale items are ineligible for returns. It is very misleading to customers.
  Sincerely,
  
  Hang Su

  Business Response

  Date: 02/14/2025

  Hello Hang Su, We would be happy to address this concern. I do see your conversation with ******* and python is currently a final sale item as listed on our website and in our returns policy as well under special Offers. I attached here the photo from our website which shows final sale for python. Please let me know if you have any questions. 

• Initial Complaint

  Date:12/02/2024

  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 ordered this product on November 20 2024. I received a *** tracking number on the 21st that a label was created and then it was picked up. Its now December 2nd 2024 and *** says they do not have my package and that its been transferred to ****. The package is in IL which is the same place it was to ship from. I went to their social media page and they told me to email customer service. I emailed them and no one has responded. This same complaint is on another BBB review so Im not making anything up about their customer service. They have a great social media brand but after they take your money, they care nothing about you. I now have no answers on when my product is coming or if Ill get a refund. I really wanted this package but there are better brands who make this exact product that wont scam you and will send your product asap. Its not like the carrier was shipping to some far location. I will tell everyone to never order from these guys.

  Business Response

  Date: 12/04/2024

  Hello *****, I am so sorry for the delay with your order and not being able to get the help you needed. I did look into the shipment and according to the *** tracking it was given to apple express for delivery the tracking with them is 63348801 It did update as of yesterday on their shipping link. I added a photo as well to show they have procession of the item and that it is in transit to the sorting facility. Due to the item needing to leave the country and because of the holiday rush a lot of packages and customs tend to fall behind. I am still showing an estimated delivery date of 12/6 won the *** tracking that was on your order. If you have any further questions or concerns pleases let me know. 

   

   

• Initial Complaint

  Date:11/17/2024

  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 order a product from this company for approximately $145 on Friday Nov 8, 2024 the company tushbaby was doing a promotion on social media and stated that if product was purchased during the live showing it would be shipped out that same day and I would receive it early next week it is also advertised all over their website that they have fast free shipping. Unfortunately It is now Nov 18 2024 & I have yet to receive the product. I have reached out to the company on multiple social media platforms and they either ignore me or just keep saying the same thing that my product was shipped and that its the shipping companys fault I dont have it yet. The shipping company says its the companys fault. The customer service ******************** have provided is atrocious & they have not tried to remedy the situation in anyway shape or form.

  Business Response

  Date: 11/18/2024

  Hello ******* I would be happy to address the issues. I do apologize that you felt we did not care about your order. I do see your first message with ******* on 11/8 that you had ordered the wrong color snug and needed to switch from cream to leopard. This caused your item to be delayed from shipping on the friday the 8th to monday the 11th as we do not ship over the weekends per our website. We do pride ourselves on fast shipping and it seems your item was unfortunately delayed in transit. I am showing two separate tracking numbers showing delivery on the 19th and one on the 21st. I apologize for this delay. Normally in these cases we would refund shipping costs but I do see you did not pay for shipping as the order qualified for free shipping. If you have other questions about your order or if it does not arrive by the dates *** is showing on the attachments please let us know and as to speak directly to ******** our customer success manager.

  Thank you

• Initial Complaint

  Date:05/06/2024

  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.

   
  Complaint: 21671563
  
  I am rejecting this response because: theres no way to photograph a structural issue, and I was blown away by the fact you consider the loose frayed stitches on a brand new item normal wear & tear. The bag is folded as instructed on the website with the velcro used where appropriate. Its a low quality product the company does not stand behind. 
  
  Sincerely,
  
  *************************ce, its pretty pathetic that when we reached out to Tushbaby they said this was considered normal wear & tear. They know theyre skimping on quality to save on cost, and will absolutely not stand behind their product. Since they wouldnt take it back and it was so tattered, I trashed it after only a few weeks of use and will try re-selling the now useless snug.

  Business Response

  Date: 05/07/2024

  Hello, we are so sorry for issues with your Tushbaby. I do see you filed a warranty with us and our manager ******** responded in regards to your complaint. The fraying on the front of the zipper pouch is considered wear and tear and could be caused from your velcro touching the threading when folded we can assist with this issue as well. However the seat should definitely not be sagging and it seems ******** was trying to address that issue with you  in her response so we can make sure you have a good fit or if something needs to be replaced. We would be happy to assist you further on the original warranty message that was started with ********. I attached the warranty response as well. 

  Business Response

  Date: 05/08/2024

  I do apologize you are not happy with our response. We are looking at the order date which indicated it was ordered in January. Again we would be happy to assist and pictures do help us see if there sagging you could also remove the plastic insert inside the tushbaby to make sure it is not broken. This helps hold the structure of the carrier. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21671563
  
  I am rejecting this response because: again, theres no way to photograph internal structural damage, and the loose stitching is apparently expected by the company within several uses. My warranty claim for the only thing I can photograph vs sending it in to inspect themselves was already rejected. If the company wont stand behind their product knowing its produced cheaply and expects this type of damage, theres nothing further I need. The item was discarded for safety concerns - do not recommend to others. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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.
  
  Sincerely,
  
  *************************** if someone could get back to me on a replacement for a brand new bag that has no damage to it, or with a full refund.

  Business Response

  Date: 04/24/2024

  Hello, We were able to resolve this privately with the customer and offered a full refund.

• Initial Complaint

  Date:01/21/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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.
  

  who do I contact to get information on how to return product?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/22/2024

  Hello *****, I am so sorry your item did not arrive as quickly as you expected. I did add the tracking information we did ship the item the same day you purchased it but because a weekend and Christmas fell within the shipping time it did take an extra day. You are still within the returns period and I would be happy to get you helped with that as long as the items still have the original packaging and the tags attached as per our returns policy. Please let us know how you would like to proceed. 

• Initial Complaint

  Date:01/13/2024

  Type:Delivery 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.

   
  Complaint: 21141458
  
  I am rejecting this response because:
  This will be closed when the recipient receives the product. I should  have been notified this was on back order. 
  Sincerely,
  
  ********************************

  Business Response

  Date: 01/15/2024

  Hello ********************************, I am so sorry the recipient of your purchase never receive the order. I am showing the item was on back order when you ordered it however it should have been sent at the end of December when we went back in stock. I am deeply sorry that did not happen. I have upgraded the shipping on the item to be overnighted to the recipient. 

  Business Response

  Date: 01/17/2024

  ********************************, I completely understand I can see if we gave any in back stock or we can change the color. If you would like to stay with cognac it will not be back in stock until February.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21141458
  
  I am rejecting this response because:
  PLEASE HAVE THE COMPANY RESPOND TO ME VIA EMAIL. THEY DO NOT RESPOND TO THEIR EMAILS UNLESS I REPORT THEM TO BBB. I WILL GLADLY CHANGE THE ***** BUT NEED TO HEAR FROM THE COMPANY FIRST. THEY SHOULD AT LEAST GIVE ME THE COURTESY OF  RESPONSE. IF THERE IS NO RESOLUTION I WOULD LIKE A REFUND AND I WILL ORDER ANOTHER GIFT FROM ANOTHER COMPANY. THE CUSTOMER SERVICE HERE IS TERRIBLE.
  Sincerely,
  
  ********************************

  Customer Answer

  Date: 01/22/2024

  I still have not gotten  a response  from Tushbaby. They have not answered my emails or via telephone. 

  I therefore  request a full  reimbursement  and would like to cancel my order. I choose not to provide any further  business transactions  with them.

  This conflict can be closed  when i hear back from this company  and they reimburse  me

   

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21141458
  
  I am rejecting this response because:
  I will await confirmation  of the refund before this is settled. I  have left my email and cell number numerous times. Your communication application is faulty.

  *************************** 

  ************ 

  We can close this once the refund is closed.

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

  Business Response

  Date: 01/22/2024

  Hello ********************************, I do apologize I am not seeing any messages under your name in our customer service system. I attached a photo to show we have your order and there is no contact history. I did go ahead and cancel your order and process the refund which I also attached in a photo and you will receive a cancellation email as well. If you have any further questions please let us know. 

  Business Response

  Date: 01/23/2024

  Hello, We provided you proof of the refund in our last message and sent an email to ( ***************************) which is the email on file with your order. I have resent the refund email again as well as added it here for you to review. 

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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 1/10/2023 I ordered a "Tushbaby hip carrier" for $65.70. I hit pay and another screen popped up offering for me to also buy "the snug attachment" which I was not interested in. I saw a button saying "pay for your order" so I clicked it, only after realizing that they added on the snug attachment, and I needed to click "decline offer". The snug attachment was $65.60, so the total cost nearly doubled. Their add on service was very misleading for the consumer. I reached out to their chat service but they said it would be a 5 minute wait to hear from someone and it has now been 15 minutes.

  Business Response

  Date: 01/15/2024

  Hello *****, I am so sorry if there was any confusion when the snug pop up showed on your screen. We try and make it as transparent as possible that the order is made and the snug can be added in addition with a discount for a certain amount of time after the order is made. I do see you already spoke with our staff and they removed and refunded the snug attachment.