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:08/08/2024

  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 purchased a bunk bed from a Storkcraft retailer and received only 1 box of the parts to put this together - essentially two headboards - rendering the bunk completely useless. After the retailer refused to assist, I reached out to Storkcraft inquiring about the opportunity to purchase box B directly from them. The customer service agent in chat (call was not available) let me know that they didn't sell parts and to follow up with the retailer. I shared I'd already done so, and asked about purchasing each part individually as they state directly on their site that you can do so. She then back tracked and sent me over the manual to the item so I could reference the parts that would have been in box b and submit a list of the items I asked to purchase from them. I compiled this list after comparing parts in the manual to parts missing, and sent it back over to them. I received an email in response many days later stating that they would not sell that many parts, and that "even if they did" it would be more expensive than just buying another bed. I asked if there was any way for them to send me dimensions of at minimum the side rails of the bed so I could hire someone to make these since they wouldn't let me purchase any parts at all. The response to that was that they didn't have that information on hand. You manufacture these items and you do not have dimensions? I am now stuck with headboards to a bunk bed that is completely non functional. Beware that they do not care about their customers enough to even attempt to provide solutions when their customers encounter issues that retailers they choose to align themselves with leave us stranded with products that cannot be used. The "too bad so sad" approach says a lot about this company and their lack of commitment to their customers and ultimately, product. At minimum they should work with people who spend money on their products to provide solutions when things do not go as planned with their products.

  Business Response

  Date: 08/09/2024

  Hi *******,

  I reviewed your case and unfortunately you purchased this bed second hand from a re-seller. We can't sell one box from our set, you would have to purchase the entire set to receive the missing box you need.

  I advise returning the product where you purchased it and purchasing the entire set from one of our authorized retailers.

  We're sorry for the inconvenience. 

   

• Initial Complaint

  Date:04/29/2024

  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.

  Me and my wife had a baby shower back in the summer and we had a baby registry with a list of stuff that we had on our wish list. Someone anonymous sent us the recline gliding chair. We just moved into our new house not even two months ago and also had a baby within that time. I was unpacking our stuff and finally got to the baby stuff so my wife wanted me to get this baby room together. When I got to the chair I unpackaged the product and the first thing I realized the hardware was missing so I messaged the manufacture for the hardware and I got a reply back about when it was purchased and if I had a receipt and the model number. I emailed them back and told them it was a gift someone sent from our baby shower list and they made it to where it was anonymous so we couldnt figure out who sent it. I told them we didnt have the info but I sent a picture of part of the packaging that had a label to show someone ordered it and they replied back that they were going to send the hardware to me they just needed my address. I sent them my address but a few days went by and they said they couldnt send it. I was a little mad because at first they said they could then days later they said they couldnt. Either way I told them to send me the instructions so I know what hardware to buy. *** did that but after trying to put it together I recognize they sent me two left wing backs instead of one left and one right. I reached out to the company and some lady i could ****** understand tells me I have to contact the retailer which I have no idea about. Heres the model number for the chair Im talking about and the photo of the two left wing backs along with the packaging it was in that I have since thrown away. Ive got a history of the conversations also l. All I want it the right wing back I already had to buy hardware that was suppose to be with this chair and now Im missing the right wingback since they sent two left ones

  Business Response

  Date: 04/29/2024

  Dear ******,

  Thank you for the information provided.

  As stated via email by the Storkcraft's ************************* this item is directly imported by the retailers from the factory, and Storkcraft does not stock replacement parts for it at it's warehouses. To solve this issue as soon as possible, we would recommend you contact the retailer directly, as they are the ones that will be able to provide further assistance with a return, exchange, or refund. Depending on where the item was registered with, they might be able to provide details on the order and how to contact the retailer.

  On our end, we are glad to explore possible resolutions with you, but the proof of purchase (order confirmation/receipt/proof of purchase from baby registry) displaying the order date, the item, and the retailer is mandatory to enjoy the benefits of the manufacturer's limited warranty. Without that information, we will unfortunately not be able to work on any alternatives.

  Regards,

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21631711
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  me trying to find the receipt is almost impossible with all I have going on I threw away the packaging I sent u all a copy of the packaging. I had to buy hardware which made me mad now youll send me two left wing backs instead of one left one right. The retailer cant do anything about missing parts its a manufacture issue which u all are the manufacturer. H*** Im willing to possibly buy the missing part just to get this over with so my wife wont be so upset but i wouldnt be a happy customer since youll sent two of the same parts. Even though it was an honest mistake youll are responsible to have the parts available since it is youlls company that made it. I just know I wont be doing business with youll again 

• Initial Complaint

  Date:09/08/2023

  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.

  A FRIEND OF MINE THREE MONTHS BACK GAVE ME THIS AS A PRESENT BRAND NEW, HERE IN ***************** *******. I ASSEMBLED IT, AFTER TAKING IT OUT FROM THE PACKED BOX. IT WORKED FINE FOR LAST THREE MONTHS BUT NOW THE ***** ON ITS PART "A" "GLB" WAS BROKEN. AS THIS WAS A PRESENT I DONT HAVE THE RECIEPT FOR IT. AND THE FRIEND IS NO MORE IN THIS COUNTRY. I TALKED TO THE CUSTOMER REPRESENTATIVE OF THIS COMPANY AND ASKED FOR A MANAGER , BUT I COULD NOT GET ANY MANAGER TO TALK TO ME, OR LISTEN TO ME. I WOULD LIKE TO GET A REPLACEMENT PART AS IT HAS ONLY BEEN THREE MONTHS, THAT I HAD THIS. I WILL APPRICIATE IT. PLEASE HELP ME.

  Business Response

  Date: 09/08/2023

  Hi, thank you for reaching out to us.

  Unfortunately proof of purchase is needed for the warranty. Storkcraft needs this to avail of the warranty.

  Please reach out to your friend as they may still have the receipt. Without a receipt this product is not covered under warranty.

  We're sorry about the inconvenience.

  Regards,

• Initial Complaint

  Date:08/28/2023

  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 purchased The ****** 4-in-1 convertible crib from Amazon on December 27, 2022.It was delivered sometime on or before January 6, 2023. The crib was used on a part time basis for my grandson, who I babysit. The crib was used from January- May on an infant who couldnt stand and didnt have a tooth in his mouth, nevermind reach the damaged area. The crib wasnt used again until august which is when I noticed the paint chipping and contacted Stork Craft immediately. I submitted all information they requested immediately (8/28/23). Shortly after I received an e mail stating they would not cover the damage under warranty as it is a result of product abuse and neglect. This statement is not only untrue but highly offensive. I assure you I would NEVER neglect or misuse anything, never mind if it could could endanger my grandson. The crib is within the one year warranty they claim to have. I have enclosed photos of the damage.

  Business Response

  Date: 08/29/2023

  Hi, thank you for reaching out. We're sorry to hear about your experience. Unfortunately the warranty only covers manufacture defects. This would not be considered as a defect. Our products are finished with non-toxic paint/varnish, and are compliant with the Consumer ************************* (CPSC) and the **************** for Testing and Materials (ASTM).

  We're sorry for the inconvenience.

   

  Business Response

  Date: 08/29/2023

  Hi, thank you for reaching out. We're sorry to hear about your experience. Unfortunately the warranty only covers manufacture defects. This would not be considered as a defect. Our products are finished with non-toxic paint/varnish, and are compliant with the Consumer ************************* (CPSC) and the **************** for Testing and Materials (ASTM).

  We're sorry for the inconvenience.

   

• Initial Complaint

  Date:08/28/2023

  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.

  Hi I bought the Storkcraft ********* from buy buy baby when my baby was born. Fast forward to her age now is 20 months. When I bought it I bought it because of the jpma certified and safety rails, but today my toddler got her leg stuck in the railing and it began to swell and we had to use a saw to cut the railing off for her leg to be rescued from being stuck. On website it says you guys Make the cribs to make sure this doesnt happen I didnt know if there was a recall on this crib? I attached photos of what happened. If we could get a refund it would be appreciated. Maybe the crib was defective ?

  Business Response

  Date: 09/01/2023

  Dear *******,

  
  We are sorry to hear that your toddler had an incident with the crib. All Storkcraft furniture products have been tested to meet all applicable safety requirements set forth by the Consumer ************************* (CPSC)and ASTM International. This means, that all our cribs are made in accordance with the current safety standards, and gaps between the slats are mandatory width apart. In addition, all our cribs, crib & toddler mattresses, toddler safety guardrails, toddler beds, changing tables, and child safety gates are certified by the Juvenile ********************************** (JPMA).
  
  We can also confirm that we use third-party certified materials and rigorously test our products using independent U.S. CPSC accredited laboratories and are an Award-winning brand and proud recipient of the Womens Choice Awardfor Baby & Kids Furniture.

  
  Having said that, we can confidently say that this incident was not caused due to a manufacturing defect, and that your crib is not part of a recall. 

   

  Regards,

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20526465
  
  I am rejecting this response because:
  I disagree that the Crib withheld up to protocol considering my toddler whole leg was stuck and we had to saw off the railing and ruin the crib we spent over $300 on and after my toddler leg was bruised from It and it could have been worse. I want a refund. 

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

  Business Response

  Date: 09/06/2023

  Dear *******,
  
  Unfortunately we can't refund this product, please check with the retailer where it was purchased. As stated in the last email, the cribs are made in accordance with the current safety standards and gaps between the slats are mandatory width apart. This would not be part of a recall. Please refer to the **** on our website.

  Depending on the baby, it is probably time to convert it into a toddler bed. 

  Regards,

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20526465
  
  I am rejecting this response because:
  I disagree with the companies response and feel they are responsible for making products that dont have this happen to a toddler whos only 25 pounds.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/25/2023

  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 have a storkcraft sunset 4-1 crib my son's leg got stuck between the bars. Complained to company and they don't seem to care about my son getting stuck in their product... My son now has a bruise on his leg... It could of been way worse...

  Business Response

  Date: 08/25/2023

  Dear ******,

  Thank you for reaching out to us. We are sorry about the experience you had with the crib and that your son got his leg stuck between the slats. Even if this led to a bruise, we are relieved to learn that he was not injured.

  We want to reassure you that the spacing between the crib slats adheres to the safety guidelines set forth by the Consumer ************************* (CPSC). Our cribs are designed with careful consideration of these regulations to ensure your baby's security during sleep.

  All Storkcraft furniture products have been tested to meet all applicable safety requirements set forth by the Consumer ************************* (CPSC) and ASTM International. This means, that all our cribs are made in accordance with the current safety standards, and gaps between the slats are mandatory width apart. In addition, all our cribs, crib & toddler mattresses, toddler safety guardrails, toddler beds, changing tables, and child safety gates are certified by the Juvenile ********************************** (JPMA).
  
  This product is directly imported by the retailer and the manufacturer will not have replacement parts in stock. For Storkcraft to be able to review fully your case and look for possible alternative resolution, please reply to the email that has been sent to you with the necessary photos (entire model sticker, photos of the damages, photo of the whole crib with and without bedding, etc.). This will ensure our team have all the information to provide you with the quickest and most effective service.

  Please note that since the crib was not purchased directly through Storkcraft (Walmart.com), for refund or exchange, you will have to reach out to the retailer directly. Storkcraft will not be able to provide any monetary compensation for item purchased through 3rd party retailers.
  

  Regards, 

• Initial Complaint

  Date:03/15/2023

  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 purchased a Graco infant to toddler crib mattress in-a-box. I followed the instructions and allowed the product to sit out for over 72 hours. The product only expanded to 3 inches when the requirement is 4 inches. It is not safe for my newborn to sleep on. The company would not provide a replacement because I no longer had a receipt.Model # *****-403. Complaint # with company: ********. There are several reviews online that have had the same issue. The representative that I spoke with said it sounded like I recieved a defective product.

  Business Response

  Date: 03/16/2023

  Hi,

  I'm sorry to hear about your experience but unfortunately without proof of purchase a replacement for your defective mattress would not fall under the warranty.

  However, if you manage to find proof of purchase, a replacement mattress could be provided if within the warranty.

  Please feel free to reach out if you need more assistance.

• Initial Complaint

  Date:03/08/2023

  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 purchased a baby gate from them through a retailer. After a few months use, the product malfunctioned, and broke. Their product manual offers a 1 year warranty. When I contacted them about parts or replacement, they said the product was discontinued, and they no longer have parts. When I asked for a replacement or refund, they told me to contact the retailer.

  Business Response

  Date: 03/23/2023

  Hi, thanks for reaching out. Unfortunately in these circumstances the retailer should be able to exchange or refund your product. The manufacturer doesn't have this model listed anymore and have no parts left in the warehouse to help you in this case. Since it wasn't purchased through the manufacturers website, they wouldn't be able to refund this product. Please let me know if you require further assistance.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19556854
  
  I am rejecting this response because:

  The retailer -Fingerhut- only offers a 60day return on new items, and Zero returns on broken or defective items. I contacted them and they can't help me. 

  My product manual for my stork craft gate, states it comes with a ONE year warranty from date of purchase. Covering defects or workmanship. 

  If this product no longer exists, a similar quality replacement should be offered. 

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

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Transaction date 2/24/23 Order #******* Total $381.80 I have been shopping for cribs and found one I liked on their website, I added it to my cart and left it to decide about later. Unfortunately my 3 year old had my phone while I was giving my 1 year old a bath and completed the order. It took me almost an hour to realize what had happened. I called their customer service the second I saw the error. The customer service agent was horrible, she literally just read the policies listed on their website to me. I explained I didnt complete the order and did not authorize the charge. I requested an exception to the insane 15 minute cancellation policy be made due to the circumstances. She was quiet for a long period of time while she looked into it she then read the policy again. She refused to transfer my call and said their phone system didnt allow them to transfer calls which is crazy for any business. Finally received a call back from a manager who read the same policy to me, all very horrible and unhelpful. Additionally the policy is not advised on the confirmation email for the purchase so the only way to learn this policy is by reading all the policies on their website. Definitely seems like entrapment for the customer. I will be reaching out to my bank to hopefully fix this mistake. Highly recommend them changing their cancellation policy to a normal and reasonable amount of time like other proper businesses use. Hope no one else makes the mistake of purchasing from this horrible company!

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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 contacted Storkcraft as they are the maker of the Graco ****** 5 in 1 crib. Two screws to reattach our crib front have gone missing, and I wanted replacement screws to allow this to support my infant and keep him safe as he starts to pull up and put pressure on the crib front. Today Storkcraft responded and requested payment of $50 for two long screws. This is truly ridiculous. I have tried replacement parts on Amazon, but none fit. I feel like this is extortion on the part of Storkcraft. The crib itself cost $250, there is no way that two screws should be charged at $50. In fact, being for child safety, they should be completely free to replace.

  Business Response

  Date: 02/24/2023

  At Storkcraft, the safety of our products is one of our top priorities. This crib, as well as the hardware that was initially provided with it, were manufactured following all the latest safety standards.
  
  We do cover, under warranty, missing/damaged parts upon delivery and manufacturing defects, during a one-year period from the date of purchase. Since these bolts were lost when the front rail was removed, and given that the crib was purchased in 2019, the replacement hardware is not covered under warranty. It can be provided at cost, depending on the availability of the parts at our warehouses.
  
  As the hardware comes as a kit, we cannot replace only two bolts, and we have to order the full hardware kit for the crib. The quote we provided does cover the price of the hardware kit for the crib, including shipping and handling.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19448628
  
  I am rejecting this response because:  It is unreasonable to expect a consumer to purchase a full hardware kit to replace two screws, especially when infant safety is at risk, and we all are fully aware that it is very easy to provide these individually.  This is horrific cusromer service and I will make sure to publish this complaint and create a review of the crib so that other parents do not purchase Storkcraft prepared cribs.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/03/2023

  Unfortunately, we cannot provide individual hardware pieces as we do not keep them individually. The complete hardware kit can be purchased depending on availability. We have the replacement part order that will be open until March 10, 2023, if the customer wishes to proceed with a purchase.