Complaintsfor4 Moms

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a 4moms bassinet as a baby shower gift, After using it for a few months, the basin started making a clicking/grinding noise and tilting to one side, causing my baby to roll into the edges and have their face smushed up against the corner. I contacted the company because this is obviously extremely unsafe. They provided no resolutions or replacements, only a 20% discount if I would like to purchase a new one. I feel like after spending $500 on a product, there should stand by their products, especially because it could endanger babies’ lives.

  Business response

  08/14/2024

  August 14, 2024
   
  Better Business Bureau 
  Serving Western Pennsylvania 
  520 E Main St
  Suite 100
  Carnegie, PA 15106
      *** ********* ** ********
   
  
  4moms®?Customer Care was initially contacted by *** **** through email, on Wednesday evening May 22, 2024.  She reached out to us regarding her MamaRoo Sleep® Bassinet; reporting that it started making a clicking sound and getting stuck on a tilt.   
   
  We replied to *** **** on Thursday morning, May 23 requesting additional detail regarding both the complaint and to establish warranty status. 
  
  *** **** did not reply to that email.
  
  On July 30, 2024, we received a new email from *** **** (different email address, same name and street address) with a similar complaint (“recently the base has sort of shifted to one side and there’s a grinding noise...”).  There was no mention of her contact with us on May 22, 2024. 
  
  That same day, July 30, we replied to *** ****** email asking for additional information, including a video demonstrating the issue she was experiencing. 
   
  *** **** followed up with some of the information we requested.  Notably missing was the date associated with the proof of purchase.   
  
  Because *** **** was unable to provide a date of purchase, we used the date of manufacture code on the bassinet itself, May 2020 – which suggested the bassinet was significantly outside of the 12-month warranty period.  
  
  We communicated this to *** **** and offered her a 20% discount off the cost of the part that was needed, and she did not follow up to receive it. 
  
  Our offer for the 20% discount still stands and *** **** can reach out to us if she wishes to obtain it.
  
  Until that time, we’re considering the matter closed on our end. 
  
  Kind regards, 
   Laurie G***** 
  Director 4moms® Customer Care 
  ************ ***** ***************** 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did a warranty claim on 4 mom’s mamaroo swing. I sent all the requested information, was told to write for disposal on the product, & discarded it to only be told they would only provide a new base. Apparently I missed a communication where they said they would only replace the base of the product & now I’m completely out of the product. This business was NOT clear on the process and is refusing to correct this. I feel the customer service rep Kaitylyn doesn’t care about the situation at all. She told me to go try to get it out the dumpster! Are you kidding me? Even if I WERE able to retrieve it, who would put their kid in a chair that’s been retrieved from a DUMPSTER? This is the most swindled I’ve felt in a long time. I wish they would fix this .

  Business response

  01/23/2024

  *** ********* ** ********
  4moms® Customer Care was initially contacted by *** ***** **** through email on January 5, 2024.At that time, she reported having issues with her mamaRoo® muti-motion baby swing saying it was malfunctioning and just freezing and stopping. 
  
  We followed up immediately asking her to provide additional detail to confirm warranty status along with a short video demonstrating the issue she was reporting.  
  
  We confirmed *** ****** mamaRoo was covered under warranty and advised her we would be replacing the base of the unit only as per the warranty terms. We stated that the base only was being replaced and to “please wait to hear back from us before discarding the product and /or any of its parts.”
  
  We placed an order for a new base and sent an email notifying *** **** as such.  In that email we also stated to “keep the cords and all parts of the cradle to use with your new base.”
  
  *** **** wrote back to say that she threw away the entire swing, admitting that she missed the previous mentions of only a base being sent. 
  
  She also asked us to cancel the order for the base and to recall the shipment.  We did recall the shipment of the base at her request. 
  
  4moms fulfilled their warranty obligation to *** **** when we initiated the shipment of a new base to her – however, as an exception and a gesture of good will we are arranging to ship *** **** a brand-new unit of the same model mamaRoo that she had.
  
  I will communicate this to her in a separate email. 
  
  Kind regards,
  Laurie G*****
  Director Customer Care
  4moms®
  ************ **** *****************
  

  
  

   

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mamaroo swing from this company for my son. He used it lightly as a newborn but didn't like it so it was put away until my daughter was born. We used it with her for a few months but now she is 4 months old and weighing 18 pounds and the swing stopped working. Per other customers, it is due to her weight but the swing is supposed to go up to 25 pounds. I asked for help from the company but it's outside of the 1 year warranty. This swing is expensive AND has had a recall from a death of a baby. They've sent me the straps to fix it but this swing should of been recalled entirely as it doesn't work and is a hazard. Per the company, the swing is not supposed to work beyond 1 year apparently or for multiple children. The swing shouldn't be on the market anymore and old models with this issue, should be replaced.

  Business response

  11/20/2023

  RE: Complaint ID ********
  
  4moms® Customer Care was initially contacted by *** **** through email on November 15, 2023.  She reported that her MamaRoo® Multi-Motion Baby Swing stopped working properly; stating more specifically that it would not stay on for very long. 
  
  Upon receipt of that email, we immediately replied to *** *** *sking her to provide additional detail including videos of the reported issue and documentation showing both when and where the swing was purchased to confirm whether she met the warranty requirements. 
  
  *** *** followed up with a video demonstrating the issue and a product receipt, however, there was no date on the receipt.  When we pointed out that the swing was manufactured nearly 3 years ago, *** *** wrote that the swing was purchased in early 2022 which put her outside of the 12-month warranty period. 
  
  We offered *** *** * discount on a replacement base if she wanted to purchase one and she declined, stating that she would not be purchasing any more items from 4moms®.
  
  We’re considering the matter closed on our end, however if *** *** were to follow up with us directly- we would still offer that discount code to her. 
  
  
  Kind regards,
  Laurie G*****
  Director Customer Care
  4moms®
  ###-###-####
  *****************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a swing. The swing is malfunctioning , the swing in question that holds a human fragile infant child was malfunctioning. We stopped using the swing called explained exactly what was going on. I was told to send a video and a replacement swing would be sent out. NOT a piece a replacement swing. And that the old one would not have to be returned but to store it just in case the company request it back. We sent the video after were told via through email and a phone calls after the video was sent it they would process the replacement swing. After the video it changed to replacement piece. We no linger feel safe using tis product. I am willing to exchange for something else that does have the potential of malfunctioning, the company is not holding up their end of the bargain as far as what I was told. This product has a recall and we are not putting the child back in there they are no longer working to resolve this and we need help. The swing is extremely expensive and he used it for a month how is this fair? why are we being forced to keep a recalled item? this is not right

  Business response

  09/29/2022

   
  This is to acknowledge the correspondence from *** ****** ********n.  We were initially contacted by *** ********* on August 10, 2022, on behalf of her niece, ********* *********. The initial report was that her MamaRoo® Multi-Motion Baby Swing was obstructing.
  
  We proceeded, with *** *********** approval in initiating a warranty claim in which we indicated we would replace the defective base. We advised *** ********* to hold on to all parts of the upper cradle portion of the seat as we were just sending a base. 
  
  *** ********* emailed us on Sept. 20 saying she wanted a refund, not the base.  We repeated that the warranty terms provided for replacement of any defective part(s). 
  
  At that same time *** ********* referenced a voluntary recall issued by 4moms® on August 15, 2022.  Please note that the voluntary recall was related to the seat’s straps, it was unrelated to the obstruction issue reported on August 10.    
  ? 
  4moms® fulfilled its warranty obligation to *** ********* when we shipped her a new mamaRoo base on September 20, 2022. Fed Ex tracking confirms that the base was delivered to the address provided by *** ********* on September 22, 2022 – although she is not disputing its arrival. 
  
  We’re considering the matter closed on our end. 
  ? 
  Kind regards,?? 
  ?? Laurie G******* 
  Director Customer Care?? 
  4moms®?? 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They're falsely advertising their 30-day return policy and not letting returns. I ordered their mamaRoo on Feb 16 and soon found it useless. Based on their 30-day refund policy, I contacted them on Mar 15 for a return. They suggested I try different settings. However, my baby enjoyed none so I insisted on a return. At that point, they refused to take the return because the product was "tried" based on their suggestion. Now that I learned from the news that this product is not only useless but also dangerous to little ones. I would like this product to be recycled responsibly. Thanks.

  Business response

  08/30/2022

  This is to acknowledge the correspondence from ****** **. 
  In searching our 4moms.com webstore records using the email address provided: , we do find a record of a MamaRoo® Multi-Motion Baby Swing purchased on February 15 by a ******** ***  The Webstore PO for that ***** ** ******* *’ve attached a copy. 
  In searching our consumer database using the following: ******** *** ****** *** , **** **** ***** *** ***** ******** we can find no record of anyone reaching out to us with a request to return a purchase associated with 4moms.com Webstore ** ******* 
  If there is additional information that the complainant can provide that would help us search our records, I would be happy to do so.  
  Kind regards,
  Laurie G****** 
  Director Customer Care? 
  4moms**  ************ ******  ****************** 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the 4 moms rockaRoo baby swing on 11/11/2021 from Amazon. I received an email that the product has been recalled on 8/15/2022. The company is trying to give away free strap holders. The company knew of this problem in 2018 and never did anything about it. They offered the parent a credit and did not change the design. They waited until a child died before doing something. I do not want the strap- I do not trust this company after letting this issue go and monetizing off of it for years. I have reached out to both 4 moms and Amazon looking for a refund. Neither will refund me. I have already destroyed the product. Please help me with a refund from 4 moms. Thank you.

  Business response

  08/29/2022

  This is to acknowledge the correspondence from *** ***** ********

  
  4moms® exchanged a series of emails with *** ******* between August 16 and August 26, 2022.
  In those emails we conveyed to her that the remedy for this voluntary recall is a strap fastener and
  that we are not offering refunds, returns or exchanges. We did not advise *** ******* to destroy
  her RockaRoo® Rocker as she indicates she has done.

  
  We shared with *** ******* that we worked collaboratively with the Consumer Product Safety
  Commission (CPSC) to develop a remedy that would eliminate the potential hazard when the
  RockaRoo® Rocker was not in use.

  
  We’re sorry she is not satisfied with the remedy that we are offering.

  
  Kind regards,
  Laurie G*****
  Director Customer Care
  4moms®

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4moms learned of a strangulation risk with its baby swing, the mamaroo, in 2018 when a child was injured. They offered a credit in return for the child’s injury. 4moms did not warn customers and continued to sell the swings without warning or modification. It wasn’t until the death of a child and CPSC forcing their hand that they issued a recall. A company with resources and experts waited for someone’s baby to die before they created a cheap fix for something they were aware of in 2018. I received an email from 4moms about this recall today and they stated they are not issuing refunds. I have 3 small children and would have never purchased this swing if I was aware of this risk of death. I would like a refund for the swing.

  Business response

  08/19/2022

  August 19, 2022 
   Better Business Bureau 
  Western Pennsylvania 
  520 E Main Street 
  Suite 100 
  Carnegie, PA 15106 
   
  RE: ********* ** ******** 
    
  4moms@ does not have a record of *** ****** contacting us directly. 
   
  Additionally, both incidents that she references were reported and investigated by the Consumer Product Safety Commission (CPSC).  The remedy for this voluntary recall is a strap fastener; we are not offering refunds, returns, nor exchanges.  4moms® worked with the CPSC to develop this remedy that eliminates the hazard for crawling infants when the product is not in use. As a reminder, both the MamaRoo and RockaRoo products within this recall are safe for intended use. 
  
  We encourage *** ****** to visit https://www.4momsrecall.expertinquiry.com/ to order her strap fastener.  Safety is our highest priority and strap the fastener will eliminate the hazard to crawling infants.  
  
  
  Kind regards, 
   Laurie G***** 
  Director Customer Care 
  4moms® 
  ************ *****  ***************** 
  

  
  

  Customer response

  08/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  
  

  The offer was to have me order a strap fastener. I am requesting a refund. They claim that they have no record of me reaching out directly, but I did reach out directly on Monday 8/15, so 4Moms may want to check their records again. Their response is attached. 
  
  
  
  Regards,
  
  ******* ******

  Business response

  08/23/2022

  August 23, 2022? 
  Better Business Bureau? 
  Western Pennsylvania? 
  520 E Main Street? 
  Suite 100? 
  Carnegie, PA 15106? 
  
  * *** ********* ** ********* 
  
  
  This is to acknowledge the follow up correspondence from *** ******. 
  
  My apologies and a correction to my earlier correspondence as I did find an email submitted by *** ****** on August 15.   
  
  As mentioned previously, the remedy for this voluntary recall is a strap fastener; we are not offering refunds, returns or exchanges. 
  The free strap fastener will give our families confidence that the dangling straps on either of these products no longer pose a potential hazard to crawling infants when a MamaRoo or RockaRoo is unoccupied and not in use. It is equally important to note that all parents should always supervise their children in and around the MamaRoo and RockaRoo – that is why 4moms underscores this point in our critical safety instructions for these products. 
  Again, we encourage *** ****** to visit https://www.4momsrecall.expertinquiry.com/ to order her strap fastener.  Safety is our highest priority and strap the fastener will eliminate the hazard to crawling infants.   
  
  Kind regards,? 
  Laurie G****** 
  Director Customer Care? 
  4moms®? 
  ************ ****** 
  ****************** 
  

  Customer response

  08/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No change in offer - offered strap fastener again. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October 2021 I purchased the 4moms mamaroo swing for my baby that was to be born in January. Very early, the unit began making a loud clicking/gear shifting noise that was disruptive to our baby. I reached out to 4Moms and they made us jump through numerous hoops providing multiple videos and images before finally sending a replacement base. However, within a handful of uses the clicking/terrible gear noise happened again, only worse this time. We reached out to the company again, asking for a refund due to our extreme dissatisfaction and they refused citing that they don’t provide refunds. They also said they required additional video of the issue (even though I had sent the new video and a photo of the base showing the model numbers) and then in the same video flipping over the unit to show the base and model numbers. This would be almost impossible to do as I would have to take my baby out and flip it over while filming while being alone - I don’t have that many hands. They were extremely rude on the phone and would only reiterate this and not work with me on a solution that was acceptable to both parties. I ended up getting frustrated and hanging up - I told them they didn’t care about their customers and they told me that they wouldn’t keep talking. We only were able to use this product 5-10 times total between the two bases. They have ignored any other contact. Prior to purchasing the product I looked at reviews and mostly saw positive ones. After this situation I looked back and looked further into reviews and noticed many people have had this issue - even on here there is someone with almost the exact same story which means that this is a common enough occurrence that their customer service team is either poorly trained or being purposely hard to deal with so they don’t have to take accountability for their faulty product.

  Business response

  06/13/2022

  RE: Complaint ID ********
  
  
  ***** *** *****
  
  I want to start by noting that *** *** ***** ******* ** ******** ****** and as such was working with our partner/distributor Brands in Motion. 
  
  I’ve just spoken with my counterpart, ****** *****, at Brands in Motion who advises me that she is sending a new MamaRoo® Multi-Motion Baby Swing™ base to Ms. Smith who should then consider the matter resolved, satisfactorily.
  
  Kind regards,
  Laurie G*****
  Director Customer Care
  4moms®
  ************ ***** *****************
  

  
  

  Customer response

  06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not accept another base as I don’t believe this product is safe for my child and would like a refund of my money.
  
  Regards,
  
  *** *****

  Business response

  06/14/2022

  The part that *** ***** has filed a claim against is under warranty and as part of the 4moms warranty process we are offering to replace the defective part.  She is refusing to accept the replacement part and instead requests a full refund.  As mentioned earlier, this is being handled by our 4moms partner/distributor, Brands in Motion - which handles our Canadian business.  I've spoken with my counterpart there and she is not willing to make an exception to the warranty policy.  Brands in Motion will honor to warranty by shipping a new mamaRoo base. 

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 2nd, 2022 I received my 4moms mamaroo swing. Within a week of using it we noticed that it was making creaking noises so loud that it sounded as though it was about to break. We were not comfortable having our 4 month old in it because of this. The Bluetooth connection also only worked once and then failed each time after that. We reached out to the company asking for a refund due to our safety concerns and they refused and instead sent us a new base. We received this new base on May 9th, 2022. The new base started having the same noise making problem within minutes of the first use. My daughter is now 5 1/2 months old and is rolling over on her own, so can no longer safely use this swing. I was aware that we would only have a couple months of use out of it when I purchased it. However we’ve only been able to use it a total of 4 times. Because of this. I would like a full refund. Even if my daughter wasn’t rolling yet, I still would not feel safe having her in this product after both bases we received were malfunctioning. Keeping babies safe should be a top priority for this company.

  Business response

  06/02/2022

  June 2, 2022
  
  Better Business Bureau
  Western Pennsylvania
  520 E Main Street
  Suite 100
  Carnegie, PA 15106
  
  RE: Complaint ID *********
  
  We were initially contacted by ***** ****** on April 26, 2022, regarding her MamaRoo Multi-Motion Baby Swing. 
  
  Unfortunately, *** ****** had difficulty with her original mamaRoo as well as the replacement base we sent her.  
  
  Since the time that she filed her initial report with you, we’ve been able to come to a resolution that is satisfactory to both parties.  We have agreed to refund *** ****** her original cost.
  
  She was satisfied with the resolution, in fact, she followed up with us, saying the following:  
  
  Thank you so much. I’m unsure how to remove the review I left on BBB. This second time around I received exceptional customer service and wouldlike to change my review to reflect that. If there’s any way you know thatI can do this please let me know. I have reached out to BBB as well. Thankyou again.
  
  We’re considering the matter closed on our end. 
  
  Kind regards,
  Laurie G*****
  Director Customer Care
  *** ************ ******** *****************
  

  
  

  Customer response

  06/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  I did not give ample time for 4moms to respond to my second request. Had I of, I believe I would have received the same exceptional customer service that I did. I’m hoping I just got unlucky with a couple creeky bases. However, they gave me not only 1 but 3 resolutions to choose from. They were very understanding and willing to rectify the problem very quickly. I do recommend 4moms. 

   
  Regards,
  
  ***** ******

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a new mom, you only want the best for your little one and with research of finding the"perfect" swing. I purchased an mamaRoo®4 multi-motion baby swing. I purchased it in December or 2021. This was my husband and I first gift we bought for our little one. My baby arrived early and small, so I didn't feel comfortable putting my baby in the swing until this month May 2022. After turning this swing on, you hear a popping sound and the swing started jerking my baby around. My baby was safely secured in the swing luckily. I thought I did something wrong, so I placed a teddy bear in the swing to make sure it wasn't user error. After a few minutes, I heard a grinding noise. I was so taken back by this. I want my money back and I want this product off the market. 4 moms thinks it ok to sell a hazardous product. This can't happen! I can't allow it. This is an safety issue

  Business response

  05/26/2022

  May 26, 2022
  
  Better Business Bureau
  Western Pennsylvania
  520 E Main Street
  Suite 100
  Carnegie, PA 15106
  
  RE: ********* ** ********
  
  Hello,
  
  We were initially contacted by *** ****** on May 23, 2022 regarding her MamaRoo Multi-Motion Baby Swing.
  
  She never reported the specific issue she was experiencing, only that she thought the product was a hazard.
  
  We attempted to obtain information from her in the way of a description or video, but nothing was provided to us.
  
  Only in her complaint to the Better Business Bureau do I see that she’s alleging an issue specifically with a popping sound followed by a jerking motion.
  
  *** ****** did not provide a proof of purchase to 4moms. I’m seeing that proof of purchase now, for the first time, in her complaint to you.
  
  Because she has finally provided proof of purchase, which confirms that she is still within the warranty period, we will reach out to her directly to initiate a warranty claim.  Per the stated terms of our warranty, it will likely result in us replacing the base for her and not the full swing and not a refund is she is requesting. 
  
  I will advise her that if she is looking for a refund for the product, she will need to work directly with the retailer, Best Buy, that she purchased it from.
  
  
  Kind regards,
  
  Laurie G*****
  Director Customer Care
  4moms®
  ************ *****
  *****************
  

*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. ↩