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:02/26/2025

  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.

  Breast pump stopped working after 4 months. There is a 2 year warranty that the company is not honoring.

  Business Response

  Date: 02/27/2025

  Hi There,
  

  On February 26, 2025, we received an email from a customer regarding a warranty request for an S1 pump purchased in October for her cousin. However, the email did not include key details such as the relatives name, contact information, or proof of purchase (please see attached correspondence).
  

  To assist with this inquiry, we have reached out to the customer via email requesting additional information to determine the status of the claim, if one has already been filed.
  

  At Spectra Baby USA, we stand behind our products and honor all warranty claims that meet the eligibility criteria. Any claims that do not align with our warranty policy will unfortunately be denied. Our goal is to work with the customer to find a resolution, and we encourage her to provide the requested details via email or by reaching out to our ************* team directly at **************, available Monday Friday, 9 AM 5 PM EST.
  

  Below is a summary of our warranty policy for reference:
  

  Coverage Period:
  Pumps: 2-year manufacturer warranty
  Accessories: 90-day manufacturer warranty
  

  Warranty Eligibility:
  Coverage applies to products purchased directly from Spectra Baby USA, through insurance (via a ***************************************** or an authorized retailer.
  Single-user pumps (S1/S2 Plus, 9 Plus, SG Dual, SG Portable) are only covered under warranty for the original owner. The warranty is non-transferable.
  

  Whats Not Covered:
  Damage due to accident, misuse, normal wear and tear, improper use, unauthorized maintenance/repairs, or failure to follow usage instructions.
  

  Claim Requirements:
  A valid proof of purchase (receipt, invoice, or email) must be provided when submitting a warranty claim.
  Warranty coverage is valid in the *** only, and replacements can only be shipped to US addresses.
  

  Authorized ********************************************************** **************, ******, Bed Bath & Beyond, Buy Buy Baby, Babylist Registry, and Pattern (iServe) on *******
  Please note: Other ****** sellers are NOT authorized retailers.
  

  We look forward to assisting the customer further once we receive the necessary details. Please let us know if you need any additional information.
  

  
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22995833
  
  I am rejecting this response because:
  It is insulting and purports misuse that is denied and no proof of damage.  Request to speak to a supervisor is being ignored.
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/05/2025

  Invoice Number for purchase  42783991039948406.  Purchased from ****** on 10/4/24

  Customer Answer

  Date: 03/06/2025

   

  42793991039948406. Invoice number

  Business Response

  Date: 03/19/2025

  We understand that every mother's lactation and motherhood journey comes with unique challenges, and we strive to support our customers as much as possible. While our warranty policy specifically covers manufacturer defects, it does not extend to damage resulting from accidental mishandling or normal wear and tear. To assist in this situation, we have offered the customer a generous discount toward the purchase of a new unit. Should the customer need any further assistance she may contact our ************************ anytime M-F 9am to 5pm. Our representatives are ready to assist.

• Initial Complaint

  Date:08/01/2024

  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.

  I have contacted customer support for ********************** three times with no response. Here are the ways that I contacted them:July 11: Filled out online message form (***********************************************). I never received confirmation they received my message nor did I receive a response.July 18: Called the customer care line *************) at ****** EST (4:17pm PST in the screenshot on my phone). Their website advertises that they are available from 9am-8pm EST, but I received an automated message that I was calling outside of hours. I left a message asking them to respond to my online form or call me back, and I never received a reply.July 30: Scheduled an appointment with a lactation consultant (********************************************) for July 31. I received a confirmation page for Case ***** but never received an email with details to join the appointment.I purchased a Spectra S2 Plus earlier this year, and I need product support for it. I'm extremely disappointed that they have not acknowledged nor responded to any of my outreach. They should be required to update their website so it states their actual customer support hours and so the scheduling system works. I would also like to be contacted by the business.

  Business Response

  Date: 08/05/2024

  During our recent website update, there was a temporary discrepancy in the displayed office hours, which reflected previous departmental times. We promptly corrected this to reflect our current hours of Monday through Friday, 9 AM to 5 PM. We regret any inconvenience this may have caused, particularly as our offices were closed when the customer called, as noted in the voicemail.
  
  We attempted to reach the customer by phone today but were unable to connect; however, we left a voicemail and have also sent a follow-up email. We appreciate your understanding and apologize for any inconvenience this situation may have caused.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22078159
  
  I am rejecting this response because: Spectra has not resolved the issues with online scheduling with a lactation consultant, and they ignored my request to schedule with a lactation consultant during our email communication.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/13/2024

  
  Our **************Lactation Team has made several attempts to contact **************** regarding the ongoing issue. **************** has informed us that she will reach out when she is available. 
  
  This evening, our Lactation Team will make another effort to connect with ****************. If she is unavailable, our IBCLC will leave a message outlining the times they are available, allowing **************** to arrange a convenient time for a discussion.
  
  Again. we apologize for any inconvenience caused during our recent website update, which has since been resolved. We appreciate your patience and look forward to assisting **************** promptly. 
  
  

• Initial Complaint

  Date:04/19/2024

  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 filed a warranty claim on 4/16/24 following the instructions given to me by ***************************** on 4/8/24 over the phone she followed with the instructions in an email after I explained that my spectra pump I received from my *** company per the VA maternity care coordinator was not charging correctly and retaining a charge and in my claim I sent proof from the *** company and video evidence of the failure of my pump to charge past 50% and explained it would not charge further, it would not retain the charge like it should for portable pumping, and sometimes if it dies it will not charge for hours and just turns on and off over and over again. ******** instructed me that as soon as the claim was received I would get an email within 24hours and a new pump would ship. Which is important as Im exclusively breast feeding my newborn and need to pump. Ive emailed ******** to follow up on 4/18 as well as left voicemails both 4/17 and 4/18. Today 4/19 Ive called 5 times only to be placed on hold to listen to music without speaking to anyone and then hung up on. I would like my claim processed and a new pump shipped per my warranty.

  Business Response

  Date: 05/17/2024

  Hello, Mom has been assisted and new pump was processed and shipped to her on 4/22. 

• Initial Complaint

  Date:03/26/2024

  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.

  On July 14, 2023, I purchased a Spectra Model S2PLUS (a type of powered breast pump) from Amazon.com's product page that detailed the manufacturer (Spectra Baby USA) should be contacted for all warranty claims/malfunctions. The item was shipped July 17, 2023 and received soon thereafter in a completely sealed product package. Within the box, the product also contained a message from Spectra Baby USA (SBU) stating the product has a two-year warranty covering all manufacturing issues not caused by customer misuse/mishandling. This product ceased to extract milk from either breast through either pump opening (hand expression was literally more effective) during the last week of February 2024 (i.e. less than eight (8) months following purchase). After multiple phone calls and emails with both SBU and Amazon respective customer support and warranty departments between March 7-March 19, 2024, neither company will honor this warranty advertised with the product. SBU claims the product had to be purchased from their one (1) authorized seller on Amazon for this warranty to be valid, but there is NO VERBIAGE to this effect on Amazon's product page nor is it possible for a customer to even choose the seller during any part of the Amazon purchase process. SBU tells me Amazon should refund me, while Amazon and their seller CareLine Medical both say SBU is responsible for its warranty claims. Amazon customer support employees even claimed during our phone discussions that their A-to-Z guarantee team would issue me a refund, but then that team sent me an email refusing a refund for the reason stated above.In order to provide for my infant and not have my milk supply drop from lack of pumping, which can occur within days of halting pumping/nursing, I had to purchase a replacement while waiting for these companies to take responsibility for this warranty. So, a replacement is not needed, but I am owed a refund by either SBU or Amazon since the product has this warranty.

  Customer Answer

  Date: 04/15/2024

  To whom it may concern:

  I appreciate the complaint being processed.  It has been over two business weeks since this complaint was filed, so I am looking to see if there has been any progress made, i.e. Spectra Baby USA's response to your contact or BBB's next steps in lieu of their response.

  Many thanks,

  Customer Answer

  Date: 04/27/2024

  Thank you ****** and BBB team for the update.

  I have NOT heard from SpectraBabyUSA regarding this issue or for any other reason.  As my original complaint states, I went back and forth with different departments only to be told they (SBU) would not be honoring their own warranty.  Eventually, they stopped replying to my emails altogether.  I do not expect them to be professional with this case.

  R. Battle

   

  Customer Answer

  Date: 05/05/2024

  Hi ******,

  Thanks for the follow-up regarding Spectra's lack of response and professionalism.  I hope many people see their poor business practices on their BBB public profile.

  What are my next steps since BBB has done all it can do?

  Business Response

  Date: 03/19/2025

  We completely understand the customer's frustration and want to offer as much support as possible. However, our warranty policy applies only to products purchased from our approved providers. **************** is not an authorized provider, and ****** is a marketplace where various sellersincluding those offering aftermarket, counterfeit, or repackaged productscan list items for sale. Because of this, we can only approve warranties for products purchased through our verified vendors, ensuring authenticity and that the item is a brand-new Spectra product.
  Our only approved store on ****** is iServe/Pattern, which is clearly outlined on our website and in all official communications. That said, we want to help in any way we can, so we have offered the customer a generous discount on a replacement unit.
  For lactation supply concerns, we always recommend consulting a physician or certified lactation consultant. Additionally, we have lactation counselors on staff and would love to offer the customer a one-time free consultation for support. She is welcome to call us anytime to schedule an appointment.
  

  For full details on our warranty policy, please visit: Spectra Warranty Policy 

• Initial Complaint

  Date:02/15/2024

  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.

  I have a Spectra Gold which broke within the 2 year warranty period. I have reached out to the warranty department 4x over the last month via email with no meaningful response or forward momentum on getting a replacement.The only response I have received is a reply to the email string which had full history of the conversation saying they couldnt find my emails where I provided warranty information. After I responded, the failed to reply again.It seems as this point they are determined not to provide a helpful solution or fulfill the warranty obligations .

  Business Response

  Date: 02/21/2024

  Received customers email 2/9/24 with a forward of 1/21/24. Case claim was entered on 2/9/24 and customer was taken care of promptly once all requested documentation was received on 2/15/24. Replacement has been shipped and delivered.  Attachments included. We do thank ************** for her patience. If there is anything else need please do not hesitate to reach out.

   

  Thank you,

  Spectra Baby USA

  Customer Answer

  Date: 02/24/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:06/05/2023

  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.

  I purchased a breast pump on February 7, 2023. I returned the item after communications with the representative. The item was delivered and received by Spectra on March 9. I followed up via email on March 17, May 9, May 31, and June 2 with no responses. I still have not received my refund and no responses.

• Initial Complaint

  Date:11/02/2022

  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 my spectra gold pump since I had a baby, I have had the pump since March I believe. When I revived it one of the phalanges on the size 28 is melted in. I have tried getting the company to send me a new one to no avail. Now let me remind you I only use the pump about 4 times a day. The tubing to connect to the back flow does not want to stay connected, its *****************. Also it has a hole in one of the tubes. I have used another brand pump and was able to sit back and nap during my night time pump sessions. I can not with the spectra gold, because it keeps popping off and I loose suction. I like the pump just really disappointed how quickly its falling apart. I spent over $300 on it and its acting like it was a $100 pump. I feel like its limping along.

  Business Response

  Date: 12/06/2022

  First and Foremost we would like to thank the customer for choosing ********************** for her pumping needs. Per our instructions it is recommended that all replacement parts mentioned by the customer are replaced every 90 days and every 30 days if the customer is an exclusive pumper. Reason being the parts mentioned are silicon and become worn when pulled on and off which is necessary for daily cleaning as well as the intergrity and functionality of the pump This is recommended by Spectra and an industry standard with all pump parts on the market and replacement parts are offered on our site to all customers for purchase. The customer has since been contacted and educated on this recommendation and as a one time courtesy the customer has been supplied with replacement parts which were overnighted to her at the beginning of November. The complaint has been closed