ComplaintsforSummer Infant

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone purchased a potty for me 6 months ago, and I didn't need it yet. So today I opened it and it's missing parts, which they won't replace without proof of purchase, which I don't have because I didn't buy it, and even if I did the warranty is up. It's missing the most important part and won't work without it, and they wouldn't even give me an option to buy the missing part and hung up on me.

  Business response

  03/28/2024

  Hello ******,

  Thank you for reaching out to Summer Infant about your Potty.  We apologize to hear that it did not come with all the parts it should have.  We do offer a 90-day manufacturer's warranty on our products from the date of purchase with a copy of the receipt against any manufacturer's defects. We do not offer any replacement parts for our Pottys.

  We apologize for any inconvenience, but appreciate you reaching out to us,

  ******

   

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased about 7 of the union arch gates and 2 of them will no longer swing back as they should. I contacted the company for an exchange and provided all the requested details. I cannot find the paper receipt where I purchased them at target. The company is not allowing an exchange bc I do not have the receipt. They are claiming the date on the gate is old. The picture clearly show they are new and have probably sat at target or SI warehouse for a long time. I am trying to go through the proper channels to do an exchange for a faulty product rather than do what most people do and buy new ones to then return the old ones in its place. It is this company's behavior that causes people to not want to go through them.

  Business response

  11/29/2023

  Hello ****,

  Thank you for contacting Summer Infant about your Gates. We apologize that you are experiencing issues with them.  To further assist you with your warranty claim, we do require a proof of purchase to place you within the 90-day limited manufacturer's warranty.  We apologize, but without the receipt, we would not be able to place you within warranty. 

  You can find our warranty policy on our website at: **************************************************************************

  Please let us know if you have any further questions. 

  We appreciate you reaching out to us. 

  Thank you,

  Melisa 

  Customer response

  11/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is the same woman who refused to help me. I guess I will have to go another route. I will also be contacting **************************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  11/30/2023

  Hello ****,

  We appreciate you providing us with the requested information via email today.  You should receive your two new Gates in about 5-7 business days or so.

  Thank you again for reaching out,

  Melisa 

  Customer response

  11/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ****** was extremely difficult and made me jump through hoops... adding so many layers after satisfying one request after the next. This company needs to hire a better customer service represnetative

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stroller purchased from Amazon on march 8 2023, I call customer service over and over and emailed them without response. When finally getting through asking to replace front wheel they said they dont have it and wont replace the stroller. I have attached a photo for proof of purchase. I would like a replacement to be handled either of the broken front wheel or a new stroller. This was a costly purchase and I have new baby arriving soon. Thanks.

  Business response

  08/14/2023

  Hello *********,

  Thank you for reaching out to Summer Infant about your Stroller.  We apologize for any inconvenience.  All of our Strollers are covered under a ninety-day (limited) warranty from original date of purchase with a copy of the receipt from one of our retailers.  Our warranty does not apply to normal wear or damage from misuse, abuse, improper storage and handling, installation, accidental drops, unauthorized repair or alterations, or damage from airlines.

  If your product is dated within the ninety day warranty and if the unit is defective in workmanship or materials, we are able to exchange the product under warranty or if we are able to replace just a part we would send that part to you.
  
  We will need the following information to best assist you:
  
  1.Model number of the product.  A five digit code found on a sticker on the leg of the stroller
  2.The Manufacturers Date Code.  An eight to ten digit code in all numbers found on a sticker on the leg of the stroller 
  3.Name of the retailer where the product was purchased.
  4.About how long ago the product was purchased.
  5.Age and gender of your child (this is for marketing purposes only and is optional.) 
  6.Please send a picture of the damaged item.
  7.Please attach a copy of your receipt (will also accept baby registry, rewards statements, gift receipts.) 
  
  Thank you,
  ******
  
  
  

  Customer response

  08/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1.Model number of the product.  A five digit code found on a sticker on the leg of the stroller : 32853
  2.The Manufacturers Date Code.  An eight to ten digit code in all numbers found on a sticker on the leg of the stroller 22052089 
  3.Name of the retailer where the product was purchased. Amazon 
  4.About how long ago the product was purchased. March 8 2023
  5.Age and gender of your child (this is for ****eting purposes only and is optional.) 
  6.Please send a picture of the damaged item. Attached is cracked front wheel
  7.Please attach a copy of your receipt (will also accept baby registry, rewards statements, gift receipts.)  attached is receipt for ****** my husband and children last name to our address.

  I am grateful for the response from ******* but when I gave this information to customer service representative she said she cannot replace front wheel at this time and company will not replace ******** because we hit the 90 day **** but I tried to call many times before which would have put me in the 90 days and was unable to reach a customer service representative. I cant consider this resolved until a new front wheel is replaced or new stroller is issued. Also The front wheel cracked in June over a basic sidewalk without any type of mishandling.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business response

  08/15/2023

  Hello *********,

  We apologize, but having owned the Stroller for five months now would place you outside the 90-day warranty.

  We will send you a new front wheel as soon as they are back in stock to the address you provided as a courtesy.

  Thank you,
  ******

  Customer response

  08/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I will gladly accept a new front wheel, but When will the front wheel be in stock. Meanwhile I have no stroller.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  06/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We ordered a Summer Infant brand baby gate and the gate came so bent that it doesnt latch. We have tried calling and emailing this company to get a replacement gate but have had no response from multiple emails and phone calls.

  Business response

  06/20/2023

  Hello Brook,

  Thank you for contacting Summer Infant about your Secure Space Extra Wide Safety Gate.  We apologize that it's not latching.  This is a pressure mounted Gate, so you want to make sure the top two tension bolts are the same distance apart from each other and the bottom two are the same distance apart from each other.  The Gate also must be flush with the floor. Once properly installed, it will close.
  
  Please watch this video on Gate installation for our Gates: *******************************************

  If this does not work, we would have to place you in our 90 day manufacturer's warranty that we offer on our Gates from the date of purchase with a copy of the receipt against any manufacturer's defects.

  Thank you,
  ******
  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I basically ordered some contacted you guys the middle of June in reference to getting some infant where it was replaced basically the associates was very very rude and obnoxious so I waited a couple of days and contacted y'all on the 15th of June the associates was very rude again but I want that place to order for the product Wheels basically they hung up on me I had to call back they didn't want me to speak to a supervisor this company is very unprofessional people working for them and very rude and obnoxious

  Business response

  06/15/2023

  Good afternoon *******,

  Thank you for reaching out to Summer Infant.  We apologize for the experience you had with the Consumer Relations Team.  All of our calls are recorded and listened to for quality assurance.  We see that during the first call that was made on Monday, we let you know the price of the wheels and you said you'd call back if you wanted to purchase them.  For the first call made today, the call shows it was ended by the consumer while we were inputting the information into the second system and had you on a brief hold.  When you called back, we placed the order for the two wheels with you over the phone.

  We will pass along your feedback and appreciate you taking the time to provide ** with it.

  Thank you,
  ******
  

  Customer response

  06/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolved my issue the company was very rude and obnoxious you can tell by the response they could care less will not be doing business or buying any of their products anymore due to poor quality products

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please be warned, Summer Infant does not stand behind their baby monitors whatsoever! Our $400 baby monitor stopped holding a charge and I wanted a new battery.CS emailed me back saying We got out of the monitor category and no longer have any parts available for purchase. We are no longer making monitors we won't ever have these parts available any longerSo anyone considering spending their hard earned money on ANY Summer Infant product, be WARNED! Any other company would have the decency to carry replacement parts for at least a few years after..

  Business response

  04/19/2023

  Hello ******,

  Thank you for reaching out to Summer Infant about your monitor system.  We apologize, but we did get out of the monitor category and sadly no longer offer any replacement parts.

  The In View monitor system was discontinued over three years ago, so we have not had the replacement batteries in stock for this system for over a year now.

  We do offer a one year manufacturer's warranty on our monitors against any manufacturer's defects.

  Please provide us with a copy of your receipt, so we can further assist you with your warranty claim.

  Thank you,

  ******

   

  Customer response

  04/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kelsey

   

   

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi,I bought "Summer ***** Modular Travel System with The Affirm 335 Rear-Facing Infant Car Seat" the website clearly shows that this has a 12 months warranty. see screenshot below. the amazon listing also shows this has a 12 month warranty. see screenshot below by summer. The seat (not the car seat, the bassinet) does not lock in place it can only be positioned in the lie-flat position. (Can only be used in the "Infant Carriage Mode" and not in "Toddler Seat Mode"). the seat position lock is broken. I conatcted ******* for a replacemnet or refund and they refuse to honor their waranty. Model Number Five digit number - ***** (amazon ASIN B07Z6Z12XT) ********************************************************************************************* Name of the retailer where the product was purchased. Amazon Please send a picture of the damaged item. see below Please attach a copy of your receipt (will also accept baby registry, rewards statements, gift receipts.) see attach screenshot of amazon Order# ***-1505844-6215414

  Business response

  02/15/2023

  Hello ******,

  We apologize that you are experiencing issues with your ***** Travel System in stone gray. 

  To be able to further assist you with your warranty claim that was started in November of 2022, please provide us with a screenshot of the order details from Amazon (must show the date of purchase, the retailer it was purchased from, and amount paid), the manufacturer's date code from the back leg of the Stroller where you found the model number, and a photo of the locking mechanism from the back of the bassinet portion.  Please email this to *************************************** so we can have the Warranty Team take a look at it, so we can figure out the next steps.

  Thank you,

  ******

  Customer response

  02/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I already provided all this information and they simply refused to honor my warranty. see attached the full email thread.

  I attached again the receipt and image of the stroller, the locking mechanism is on the handle of the carriage and it just doesnt lock anymore.

  at this point I need either a replacement be sent ASAP or a full refund to my CC or thru a gift card for my order so I can buy a new one on amazon.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  02/15/2023

  Hello ******,

  Thank you for sending the receipt and addition information about the lock on the bassinet not working.  Due to the discontinuation of this item, we can send you out the 3Dpac CS+ Compact Fold Stroller (item #*****) that you requested in an email to us.

  To do so, we will need you to cut up the fabric and child restraint straps on your current ***** Travel System and send a photo afterwards.  Once we receive the photo of destruction, we will be able to send you out the 3Dpac CS+ Compact Fold Stroller.

  Thank you,

  ******

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a stroller a few years ago, and it basically fell apart after light use. Buckles and latches simply broke. The company won't offer any customer service, and doesn't offer any replacement parts. They told us to simly get rid of the stroller. I feel like we were sent a defective item and the company won't own up to it.Their message or us was:"We apologize, but our Strollers have a 90 day manufacturer's warranty on them from the date of purchase with a copy of the receipt against any manufacturer's defects. Since this 3Dmini Stroller was purchased in 2017, it would sadly no longer be under our warranty.We do not offer replacement straps or buckles for any of our Strollers as replacement parts as they are attached at the factory during manufacturing.We would recommend disposing of your current Stroller for safety reasons and purchasing a new one.Thank you,Summer Infant"

  Business response

  02/08/2023

  Hello *******,
  
  Thank you for contacting Summer Infant about your 3Dmini Stroller.
  
  We apologize, but our Strollers have a 90 day manufacturer's warranty on them from the date of purchase with a copy of the receipt against any manufacturer's defects.  Since this 3Dmini Stroller was purchased in 2017, it would sadly no longer be under our warranty.
  
  We do not offer replacement straps or buckles for any of our Strollers as replacement parts as they are attached at the factory during manufacturing.

  You can find the replacement parts we offer for our Strollers on our website at: *********************************************************************
  
  We would recommend disposing of your current Stroller for safety reasons and purchasing a new one.
  
  Thank you,
  
  Summer Infant

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I receive the summer infant pop n sit chair as a gift for my babys born august 7 2022. My child is finally old enough and safe enough to use the chair as she can sit minimally assisted. For reference she weighs just under 18 lbs and the chairs limit is 37lbs. I opened the package set up the chair and pace her in it. The side of the chair canvas ripped making it unusable. **************** said because I didnt claim this within 90 days of purchase they will not do anything. No baby is able to use this chair within 90 days of being born let alone it being purchased 1.5 months before she was born. They also acknowledge, by asking for a copy of your registry, that it being purchased for a shower is completely reasonable. I asked for a replacement or a replacement canvas and they told me to buy a new chair. Absolutely not if you cannot stand behind the quality of your products.

  Business response

  02/01/2023

  Hello ******,

   

  Thank you for contacting Summer Infant about your ********** SE Booster (Sweet Life Edition--Aqua Sugar).  We apologize that you are experiencing issues with it.

   

  This item does come with a 90 day manufacturer's warranty from the date of purchase with a copy of the receipt or from the due date if it was purchased from a registry. Sadly, your warranty has already expired for this item, so we are not able to exchange it out for you.

   

  We recommend discontinuing the use of the item if it's unsafe to use.

   

  Thank you,

  ******

  Customer response

  02/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I believe this item to be defective and you should stand behind your product. My daughter was not safe to sit in it until 5.5 month when she could sit minimally/unassisted. At 90day she would not have been safe to be in your product therefore I would have never known it was defective until this first attempt to put her in it. I just wanted an exchange to have a product without defects. I believe as a company you should stand behind quality and many children are unable to use this product within 90 days so the registry warranty is not a valid warranty unless that is our motive for making it short. I believe this to be a manufacturer defect and as such your shall hold all responsibility for the product. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  02/02/2023

  Hello ******,

  We found the replacement fabric in our warehouse in **********.  We are having it shipped to our office in ************.  Once we receive it here, we will make a one-time courtesy to send it to you via USPS.

  We do not have this replacement fabric or Booster in stock in ****** at this time.
  

  Thank you,

  ******

• Initial Complaint

  01/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an infant seat that is defective. I have made three attempts to contact their customer service and have not received any response.

  Business response

  01/26/2023

  Hello ****,

  Thank you for contacting Summer Infant about your product.  We apologize that you did not receive any of our emails that we sent to you.  It is possible they went to your junk/spam folder.  Can you please check there, so we can further assist you with your warranty claim?

  We emailed you on January 6th, 2023 at 11:25am EST and again on January 18th, 2023 at 1:03pm EST.

  Please feel free to contact us at ************ if that is easier.

  We look forward to hearing from you,

  ******
  

  Customer response

  02/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The emails that they are specifying in response to my emails were automatically generated emails that just said thank you for reaching out someone will be in contact with you shortly. They have neither tried to call nor expand beyond that automated email. I have went through multiple times and checked my spam folder as well as my inbox and there is no further communication from them. Instead of saying that you reached out to me how about just reach out to me now and resolve my issue. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  02/14/2023

  Hello ****,

  We see that we received an email from you on January 6th saying:

  Comments    We have a learn to sit three position floor seat that is having issues. When I assembled it one side will not lock into place. The other side works fine but the other one is unable to lock into place. The issue I'm having is with the product that I have registered under my account. Thank you for your help with this issue.

  We replied with:

  Hello,
  
  Thank you for contacting Summer Infant regarding your product.  We are sorry to hear you are having a problem with your Summer Infant product.
  
  We have a 90 day warranty for replacements of items with manufacture defects with a copy of proof of purchase (receipt, gift receipt, registry).  This warranty does not apply to damage from misuse, abuse, improper storage and handling, installation, accident, unauthorized repair, or alteration.
  
  To better assist you, may you please supply the following information:
  1.      Model Number Five digit number
  2.      Date Code Eight digit number beginning with a 1 or 2
  3.    Name of the retailer where the product was purchased.
  4.    About how long ago the product was purchased.
  5.    Age and gender of your child (this is for marketing purposes only and is optional.)
  6.    Your name, phone number, and complete mailing address (if different from what was provided below)
  7.    Please send a picture of the damaged item.
  8.    Please attach a copy of your receipt (will also accept baby registry, rewards statements, gift receipts.)
  
  We look forward to your response.
  
  Thank you,
  ******
  

  We received another email from you on January 18th:

  Comments:    This is my third message I have sent. I still have yet to receive a response from you. My next move is the better business bureau. I have a product that I purchased and it is defective. I would like someone to reply please. So far very poor customer service.

  We replied with:

  Hello,
  
  We have replied to your initial email on 1/6/2022 at 11:25 AM, with the case number ******. Please check your spam folder.
  
  We have a 90 day warranty for replacements of items with manufacture defects with a copy of proof of purchase (receipt, gift receipt, registry).  This warranty does not apply to damage from misuse, abuse, improper storage and handling, installation, accident, unauthorized repair, or alteration.
  
  To better assist you, may you please supply the following information:
  1.      Model Number Five digit number
  2.      Date Code Eight digit number beginning with a 1 or 2
  3.    Name of the retailer where the product was purchased.
  4.    About how long ago the product was purchased.
  5.    Age and gender of your child (this is for marketing purposes only and is optional.)
  6.    Your name, phone number, and complete mailing address (if different from what was provided below)
  7.    Please send a picture of the damaged item.
  8.    Please attach a copy of your receipt (will also accept baby registry, rewards statements, gift receipts.)
  
  We look forward to your response.
  
  Thank you,
  ******

  I'm sorry that you are not receiving our replies and that they are not in your junk or spam folders. We just sent you another email from ************************************** with the warranty information.

  Please reply back to that email, so we can further assist you.

   

  Thank you,

  ******

   

  Customer response

  02/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  As I have previously stated those emails never made it to my inbox otherwise I would not have taken this route. At this point I am over this. It was a baby shower gift and I'll just throw it away and be sure to make everyone aware of my experience with your company and products. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

*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. ↩