Baby Jogger Company

Concerning the below complaint, All of our phone calls are recorded as are our emails and responsesI was unable to find any phone call or email from the below customer, based upon the information providedI did listen to the phone calls from the date she noted that she had spoken to us and I was unable to find any record of her calling us on that day eitherWe have a year warranty on the parts and pieces of our productsWheels are not covered as part of that warrantyThat being said, we do often warrant wheels in situations such as these, and even if the consumer is outside of their warranty, the parts are available for purchaseWe will always offer the customer a solution if one is available We can certainly contact the consumer and speak to her directly if that is a possibility once the Revdex.com is involved, if not, I ask that you contact her to contact us and we can work through the problem with her Please let me know if you have any questions [redacted] | Manager of Customer Experience and Business Development w: [redacted] | f: [redacted]

We spoke to [redacted] *** Friday, April 11th and took care of the issue she was having

Hello, This is the first we are hearing from this customerI have checked our phone and email records and have found no evidence that this customer has contacted us beforeAs we have not yet had the opportunity to assist this customer, I'm not sure that this is a valid complaintI will contact the customer directly and advise her of the steps necessary to file a warranty claim and get this issue resolved

Essentially the same experience as the person belowThis company does not honor their warranty and the customer service is appalling

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Baby Jogger Company LLC regarding complaint ID [redacted] Regards, [redacted] ***

I am accepting the offer but for the records the first claim was for a not working wheel not for the entire frame and it was within the one year warranty
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Baby Jogger Company LLC regarding complaint
ID ***I have also attempted to reach the company directly again and received no response, and I have still not received the items I've now backordered from them, which they are not able to supply.
Regards,
*** ***

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Baby Jogger Company LLC regarding complaint ID ***I
have also attempted to reach the company directly again and received no response, and I have still not received the items I've now backordered from them, which they are not able to supply.
Regards,*** ***

Hello,
We first dealt with *** in October of Her *** *** stroller frame was replaced due to the wheels not swivelingShe had purchased the stroller in and was well outside of the warranty period, but we replaced the frame as a courtesyIn October of 2013, she
was shipped a new *** *** frame that was manufactured in She then contacted us June 23rd, stating that her frame had brokenIn looking at the photos she provided, the break is something we only see when the stroller is used in a manner that is in violation of our warranty policy, so we denied her claimI will, however, approve a new stroller frame to be sent out to her and will reiterate what is covered under our warranty policy

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***,
and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did send in photos of my stroller along with my proof of purchase which I know they received because they did offer to send me a replacement frame (which I didn't want because I shouldn't have to take apart a week old stroller.) On 10/I had received the replacement frameOn 10/I switched EVERYTHING over to the new frameI noticed the frame is missing the snaps where I can attach the Red straps on the seats for extra safetyDidn't think much of it until my husband tried to fold it and to our surprise it would not foldWe made sure to recheck everything and everything is exactly where it's supposed to beAlso the replacement basket I was sent isn't compatible nor the same as my old one so that was a bustThis investment was supposed to make my life easier, but since I've got the stroller it was a headache right out of the boxI called buy buy baby where I bought the *** *** ** double stroller in Charcoal, asking if I could return it because for the amount of money I paid this stress isn't worth it, but unfortunately for me they told me noCurrently I am officially out of $and a stroller which is a big disappointmentMy babies safety is my top priority and I don't feel comfortable having them ride around in a faulty strollerI've also sent Baby Jogger a video of my husband folding the new frame and it not foldingI don't get why they won't just replace the stroller in its entirety or give me my money back since the old stroller ans new frame is not usable.
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I MOST CERTAINLY did call which Ic an prove with my own phone records

We have no record of the consumer contacting us with this name or phone number given in the report. We will attempt to reach out to the consumer to resolve this matter

Purchased a city select stroller and the frame is scratched from plastic rubbing on it. I was told the powder coat on the frame is not warranty. I have tried talking to them and they are blowing me off. Not impressed after spending almost $1000 on this. Horrible customer service

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Baby Jogger Company LLC regarding complaint ID...

[redacted].
Regards,
[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Baby Jogger Company LLC regarding complaint ID...

[redacted]
Regards,
[redacted]

Concerning the below complaint, All of our phone calls are recorded as are our emails and responses. I was unable to find any phone call or email from the below customer, based upon the information provided. I did listen to the phone calls from the date she noted that she had spoken to us and I was...

unable to find any record of her calling us on that day either. We have a 1 year warranty on the parts and pieces of our products. Wheels are not covered as part of that warranty. That being said, we do often warrant wheels in situations such as these, and even if the consumer is outside of their warranty, the parts are available for purchase. We will always offer the customer a solution if one is available.
 
We can certainly contact the consumer and speak to her directly if that is a possibility once the Revdex.com is involved, if not, I ask that you contact her to contact us and we can work through the problem with her.
 
Please let me know if you have any questions.
 
[redacted] | Manager of Customer Experience and Business Development
 
w: [redacted] | f: [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have...

determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did send in photos of my stroller along with my proof of purchase which I know they received because they did offer to send me a replacement frame (which I didn't want because I shouldn't have to take apart a week old stroller.) On 10/3 I had received the replacement frame. On 10/4 I switched EVERYTHING over to the new frame. I noticed the frame is missing the snaps where I can attach the Red straps on the seats for extra safety. Didn't think much of it until my husband tried to fold it and to our surprise it would not fold. We made sure to recheck everything and everything is exactly where it's supposed to be. Also the replacement basket I was sent isn't compatible nor the same as my old one so that was a bust. This investment was supposed to make my life easier, but since I've got the stroller it was a headache right out of the box. I called buy buy baby where I bought the [redacted] double stroller in Charcoal, asking if I could return it because for the amount of money I paid this stress isn't worth it, but unfortunately for me they told me no. Currently I am officially out of $700 and a stroller which is a big disappointment. My babies safety is my top priority and I don't feel comfortable having them ride around in a faulty stroller. I've also sent Baby Jogger a video of my husband folding the new frame and it not folding. I don't get why they won't just replace the stroller in its entirety or give me my money back since the old stroller ans new frame is not usable.   
Regards,
[redacted]

We've only had our Baby Jogger [redacted] for 6 months when the plastic wheel locking mechanism broke. When I called customer service to ask about a warranty or a replacement piece, I was met with a combative customer service rep who accused me of jogging with it (more on that later)and said that I must've broken it in an "accident" (her words) so it would not be covered under warranty. I had some questions and she continually interrupted and talked over me. I was shocked after what started as a simple call about fixing our stroller turned into 10 minutes of me being berated over the phone. Eventually she conceded that they would make a "one time exception" and replace the part but only after she went off on me for an additional 5 minutes and had me in tears. I declined. I have no intention of continuing to do business with a company that treats their customers in this way.
I also find it very shifty that a company named Baby Jogger can claim in the fine print of their warranty that their jogging stroller is not for jogging. This seems very deceptive to me.

We received a phone call from [redacted] on June 18th stating that she was having trouble with her front wheel shaking while running and walking. We asked if she was having the same trouble with the wheel in the locked position as well as the swivel position. She stated that she hadn't had a chance to...

use the wheel lock, due to not being able to find it. We advised her of where the lock was and asked her to try using the stroller in the locked position to see if the issue continued as we do recommend jogging with the wheel locked rather than in swivel. She stated that the stroller was in storage and she would need to get back to us once she had the stroller. We advised that we would open up a warranty claim to fix the damaged part of her stroller and sent her an email with the information needed to continue with that claim. We did not receive any information from her until an email on September 6th, stating that she was still having the same issue upon locking the wheel, but did not want to go through with a warranty claim and only wanted her money back. We advised her that our warranty policy only covers replacement of damaged parts, and any exchanges or refunds would be at the discretion of the retailer she originally purchased from. She was unhappy with that response and, subsequently contacted the Revdex.com. In accordance with our warranty policy, and in the interest of customer service, I have sent her an additional email offering to replace her stroller. Once I hear back, I will update this complaint.

We spoke to [redacted] Friday, April 11th and took care of the issue she was having.