ComplaintsforDiono, LLC

• Initial Complaint

  02/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Jammed anti rebound bar will not release, I reached out for support was asked to get a video at which I obliged. The video is too large to send over email, to large to send over their FB and i provided them screenshots of this. I haven't been able to use this carsest in over a month because I cannot move it forward with this jammed bar. I have no resolve and cannot use this seat as intended and they now ask me to upload to ******* because they don't ha e a way to get my video. My son has been without a seat for months.

  Business response

  03/01/2023

  Hi ********,

  I will reviewed your ticket with our **************** Supervisor.  I apologize that it has taken us 7 business days to resolve your inquiry.  It is our standard course of action to request a video or to utilize a facetime like app to assist us in quickly resolving your inquiry.

  Our **************** Supervisor will reach out to you today.

  Thank you,

  *************************

  Head of ******** Relations

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 6 Diono Radian 3RXT car seats for my 3 children to use in our 2 cars. I purchased them under the premise advertised by Diono that this seat can be used "from birth to booster (5 - 120 lb) ... expect 10 years of safety from just one car seat." My most recent purchase was in 9/20. We have used the seats with no issues until this year when a design flaw has become apparent. The headwings of the seat cannot be adjusted high enough to avoid contact with the childrens' shoulders. They are very uncomfortable in the seats rendering them useless. My children fall well within the parameters of 120 lbs and 57 inches that is recommended by the company. I contacted the company and asked for any possible way to adjust or remove the headwings but if this was not feasible, I asked for a replacement with model that doesn't have headwings which is the Radian 3R. I sent pictures upon their request and they agreed that my daughters cannot continue use of the booster seat and recommended I purchase their backless booster which is in opposition to all safety recommendations to use a high back booster over backless ones. I have invested more than $2000 on these car seats with the expectation that I could use them for the duration that was advertised and I am not able to utilize them as promised due to a design flaw. Since discovering this issue, I have found that I am not the first to report this to Diono and many parents have had to throw away a seat they thought they could use "forever" based on advertising much sooner than they expected. I saw Diono reply to one customer reporting they use the 50th percentile on growth charts to make their claim but my daughter is actually below the 20th percentile and still having issues. I do not feel it is appropriate for Diono to make the claims and not deliver what they advertise. I have not received any restitution from Diono but no longer want to use their products and prefer a refund which can be prorated for use to $600 for 6 seats

  Business response

  09/14/2022

  Hi Jaya,

  I have reviewed your ticket with Customer Support, ticket number ******, we did request more information regarding the seat and purchase.  Once we receive this information I will be able help resolve your concern. 

  Thank you,

  ******

  Customer response

  10/03/2022

   
  Complaint: 18009575
  
  I am rejecting this response because:

   

  I have purchased 6 Diono Radian 3RXT under the advisement of the company that it would last from "birth to booster" and I would get 10 years of use from them. Unfortunately as discovered by many parents after purchase, this is not a truthful advertisement due to a design flaw with headwings. They prevent a child who is still well within the height and weight limits from comfortably being seated. I have asked that the company provide me with the Radian 3R which does not have the headwings. I have provided the company with the requested pictures and receipts of the seats as proof of the issue and purchase. They offered me a backless booster instead. I pointed out that the safety of my children is of the utmost priority and it is well known that a high back booster is preferred to a backless one and declined their offer. This is a fact that a car seat company is well aware of and the reason I purchased a car seat that could be used as a high back booster in the first place. In turn, they offered me ONE Cambria high back booster as compensation for SIX car seats that are now useless. I expressed my concern that this seat again has headwings but since it has a higher height limit, I was willing to consider but they would have to send me at least three as I have three children. They refused to provide more than one and I find this offer of compensation to be ludicrous and not appropriate for the amount of money I have lost based on their false advertising. I believe the company should be held accountable for making claims that are not truthful and asking parents to invest significant amounts of money in their product that does not live up to their claims. Here is their own description from their website which does not live up to it's claim:

  "The Diono Radian 3RXT is the original 3 across All-in-One convertible car seat, trusted by over a million parents to protect their child from birth to booster (5 - 120 lb) Lovingly engineered with the famous Diono Steel Core and now rear-facing for even longer, expect 10 years of safety from just one car seat."

   

  As compensation, I would again ask for at least 3 high back booster seats which is more than reasonable since I invested in six flawed seats that I cannot use. Otherwise they can send me a refund for $600 which is less than half of what I spent. 

   

  Thank you,

   

  ***************************

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

  Business response

  10/06/2022

  The 10 years one car seat is not a guarantee that your child would be able to use the seat for 10 years - a Radian seat has a length of use of 10 years from the date of purchase before the seat is expired and should no longer be used.  The seat is designed to be used in both rear facing and forward facing modes, but as different children grow at different rates, we would never be able to guarantee every child would be able to use the seat for 10 years, especially when they are old enough to be in booster mode.
  We have extended an offer for three ******'s or one Cambria 2 booster seat.

  Customer response

  10/18/2022

   
  Complaint: 18009575
  
  I am rejecting this response because: ONE high back booster to replace SIX defective car seats is not a reasonable offer. It is well known that high back boosters are preferred for safety and inappropriate for a car seat company to offer my children something they know is an inferior option of 3 backless booster Solanas. Again, my children are well within the height and weight limits specified for the car seat to be used as a booster. If they did not have the Radian WITH THE HEADWINGS, we would have no issues. This is a design flaw and false advertising where you promote parents can "EXPECT 10 years of safety from just one car seat." You have failed to meet the expectations you promised and I am asking for fair compensation of 3 high back boosters - Radian 3R without headwings or Cambria would be fine but backless boosters are unacceptable. Your offer of 3 backless but only ONE high back booster makes no logical sense. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been emailing back and forth for over a week now regarding my booster that is falling apart. We have used this less than 10 times! Less than 10 Times!! And havent had it for a year yet. The seat is falling apart, I have emailed them all Photos requested, the fabric is coming out (no not the actual Part you can replace either) from the wings! The headrest has slid down a couple of times on my son too! After a while I Realized its unsafe for me to put him in there. I was finally told they would send me a replacement cover! What will that solve?! After I told them that part should not even come off they offered to send a replacement but only Once I ship mine back at my own expense!! I cannot afford to ship it back! I have never heard of a compay doing this! When my son was smaller we has a maxi cosi and he was so sick one day he vomited. I contacted them to see how I can properly lean it and they offered to send a brand new one at no Cost the same day! How is diono making me pay for a return which is highly expensive and then say they cannot ship a new one until they get tracking! This is a manufacturer defect! I am livid! Ive told them I cannot wait any longer as my son has an important dr *********** and I on it cannot drive anywhere without him and they obviously dont care!

  Business response

  04/13/2022

  Hello,

  I will review your ticket with Customer Service.  It is our policy to request the item be sent back for replacement under warranty.

   

  Thank you,

  Linsey

  Customer response

  04/13/2022

   
  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 because the company emailed me last night and agreed to send me a a prepaid postage to return the car seat and once it has been entered into the system as shipped they will be sending a replacement. I will update once the process has been completed but so far I am now satisfied with their response to make things right and replace my defective carseat.

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

• Initial Complaint

  08/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Prior to purchasing a car seat in October 2019, I emailed the company to inquire about their use of flame retardants. As as seen in the email below, they assured me that they do not use them in their products. I went to purchase a 2nd car seat this month and noticed that they now disclose on their website that they do use them. I emailed back and forth for clarification and they confirmed I was given inaccurate information. This has been confirmed via email on 8/09/21 that my specific car seat does have flame retardant. I would not have purchased this car seat had they disclosed accurate safety information. *********************************** (Diono)Oct 11, 4:42 PM PDT Hi *****,I also called and left you a voicemail. Our seats are manufactured in China and we do not add any flame retardants to our seats, we use a flame retardant yarn that is used to make the covers.

  Business response

  08/11/2021

  Diono's car seat fabrics contain flame retardants in order to meet ************* Vehicle Safety Standards for flammability, however, car seat fabrics and materials are tested to ensure they do NOT contain harmful flame retardants which are restricted in several states and Europe.   The covers that we had in the past that were not treated, were made primarily of wool, which we no longer carry.  Car seats are required to meet strict guidelines mandated by NHTSA, (National Highway ****************************** for safety.

  Customer response

  08/11/2021

   
  Complaint: 15747452
  
  I am rejecting this response because:

  I was given information via email in 2019 prior to purchase that they DO NOT use fame retardants and use flame retardant yarn/wool. This was NOT on their website prior to my October 2019 purchase, thus my initiative to email the company directly. As you can see in the attachment, ******** assured me they do not use flame retardants. It was deceptive and inaccurate information that led to a purchase I would NOT have made had they disclosed honest safety information to me. *****, another representative, confirmed on 8/9/21 that my car seat DOES contain flame retardant. I sent her a picture of my car seat's manufacturer's tag. 
  
  Sincerely,
  
  ***********************

  Business response

  08/13/2021

  Hello,

  The only time car seats would not contain flame retardants is if the car seat was made out of wool, which is a natural flame retardant.  In the original response from ******** she was correct that the flame retardant was part of the yarn, this is true for our yarn today.  It is woven into the fabric of the car seat covers during the manufacturing process. We are not adding additional flame retardants.

  Diono's car seat fabrics contain flame retardants in order to meet ************* Vehicle Safety Standards for flammability, however, car seat fabrics and materials are tested to ensure they do NOT contain harmful flame retardants which are restricted in several states and Europe.

  Please note that all car seat manufactures must comply with ************* Vehicle Safety Standards for flammability, just like we do.

  Customer response

  08/17/2021

   
  Complaint: 15747452
  
  I am rejecting this response because:******** clearly states in the email that the flame retardant wool was made for the car seat I purchased and that there were NO ADDED flame retardants. The email response from the company this month stated that while they did use this wool in the past, my car seat was not one of them and that my car seat does have added flame retardants. See PDF documentation where ******** clearly states there were no flame retardants added to the seat I was going to purchase. I would not have purchased this seat if she accurately disclosed product information. Although you provide the flame retardant disclaimer, I would have NEVER purchased this. I purchased this under the false pretense it was made with flame retardant wool so NO ADDED flAme retardant as stated by ******** in the original email. There are other companies that use alternatives to ADDED flame retardants and I would have purchased from those companies had ******** not assured me in writing prior to purchase that it was the yarn/wool with no added retardants.
  
  Sincerely,
  
  ***********************

  Business response

  08/19/2021

  Please provide a copy of your purchase receipt.  I will need to escalate your request.

  Customer response

  08/20/2021

   
  Complaint: 15747452
  
  I am rejecting this response because: I am only rejecting this because it states to provide a receipt but does not mention what the plan is in the resolution. 
  
  Sincerely,
  
  ***********************

  Business response

  08/23/2021

  Thank you for the information.  I will escalate your request.

  Customer response

  08/24/2021

   
  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.
  Based on what I am reading, the business is agreeing to expedite my request for a refund.
  Sincerely,
  
  ***********************

  Customer response

  08/25/2021

   
  Complaint: 15747452
  
  I am rejecting this response because:

  Hello,

  The business stated that they were going to expedite my request. My request was for a refund for misleading product information prior to purchase so I accepted  their offer and BBB closed the case. So now the company is emailing me that they are not following thru with the resolution. 

   

  Thank you,

  ***********************

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

  Business response

  08/27/2021

  The flame retardant is in the yarn that is used to make the covers for the car seats, we do not add additional flame retardants to the actual seats themselves.  Our FAQ is also correct as it is referring to the fabric of the cover which is made from yarn that contains flame retardant. This is the case for all years makes and models of our car seats.
  
  Per NHSTA's ******* Standard No. 302, Flammability of interior materials ***************************** Edition) all car seats must contain a certain level of flame retardancy, all car seat manufactures must adhere to this otherwise they would be in direct violation of the law.  I've attached the article for you to review.

  Customer response

  08/31/2021

   
  Complaint: 15747452
  
  I am rejecting this response because: That is not what was conveyed to me in 2019 where ******** assured that there were NO CHEMICAL uses of flame retardant.  That the wool in the yarn was a NATURAL flame retardant. The disclaimer from your website is from 2020 and did not exist in  2019 when I sought out the information. This information was not disclosed to me and I was given false information. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Diono Rainier car seat manufacturer date 2015. We used it for 5 point harness. Once kids were old enough we switched over to the booster. The seat belt in both sides of the seat will not securely latch. I have made a complaint in March. I was forced to go out and buy a new car seat as this one a safety hazard and faulty. I continue to wait for someone to get back to me. I have sent all documentation required including video. It is now two months later and still can’t get any answers from Diono. The seats are expensive and suppose to be 4 in 1 to last the child’s life of car seat as long as no accidents are involved. The seatbelt will not securely latch and was a safety hazard. I have put in a complaint with transport Canada for them to look in to ensure other Diono car seat are not having the same issue. This company has not made it easy to discuss the issue.

  Business response

  05/20/2021

  Hi *****,

  I apologize I will follow up with my Canada customer service team to ensure you are responded to.  I will also have my US customer service supervisor reach out to you at ***********************

   

  Linsey

• Initial Complaint

  05/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Last Thursday, May 13, ordered two of the bundle deals from the diono website, which include the Radian 3QXT car seats and a stroller for $399 per bundle. My credit card was charged immediately, $871.98. And the the following day I received tracking info, but never an order confirmation email. Saturday May 15, I received my order but it only included two boxes total one car seat and one stroller. I have no reason to believe that I will receive the other half of my order, because the tracking shows that the order was delivered. I have video proof that only two boxes were delivered, and have reached out by phone and email to diono and have heard nothing back. I’m getting really frustrated at this point, and am weighing whether or not to contact my credit card company to dispute the charge. I haven’t even unboxed the car seat because I want to get this resolved first. Order #****

  Business response

  05/19/2021

  Hi *******,

  I do see that Amanda, our customer service supervisor, did respond to you yesterday confirming that we are shipping you the missing bundle.  The order number for the missing bundle is ******. It should ship out today. Once it does Amanda will follow up with the tracking information.

   

  Thank you,

  Linsey

  Customer response

  05/19/2021

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

*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. ↩