Baby Jogger Company

Hello, 
This is the first we are hearing from this customer. I have checked our phone and email records and have found no evidence that this customer has contacted us before. As we have not yet had the opportunity to assist this customer, I'm not sure that this is a valid...

complaint. I will contact the customer directly and advise her of the steps necessary to file a warranty claim and get this issue resolved.

We have spoke with Mrs [redacted] on 9/27.  Per the notes on her case we are awaiting pictures to validate her issue so that we can complete her warranty request.

[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]

Review: Baby Jogger City Versa Stroller offers a lifetime garentee on the frame. I am having frame related issues and the stroller is now discontinued, so I am being offered a refund instead of a replacement stroller. The refund amount will not cover a new Baby Jogger stroller. I have a lifetime garentee on a discontinued stroller that is not functioning properly.Desired Settlement: I should receive a similar model.

Consumer

Response:

[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.]

At this time, I have not been contacted by Baby Jogger Company LLC regarding complaint ID [redacted].

Regards,

Review: I bought a City Select Double stroller, which is made to carry twin infant babies using adaptors to attach car seats. Stroller is premium priced -- cost $600. After my purchase I could not find the adaptors neccessary to attach car seats. Not just my car seat, but ANY car seat. I checked every listed retailer, online,etc. Finally called Baby Jogger directly and learned that they are not currently producing any car seat attachments while they redesign their system. Put simply: they do not currently manufacture a functioning product. I called company and asked for a refund on my purchase, since the stroller does not work. It can not be used to carry infant children. The company told me the would not refund since the stroller itself "functioned as designed" meaning its wheels still turned and you can push it around, albeit without kids in it. We argued, and they sent me a rebate -- the rebate requires that I wait two months until the parts are made again, after which I will need to purchase them at an additinal price, after which Baby Jogger will refund about 50% of that cost. But that doesnt help, because for three months I cannot move my children around without purchasing an entirely different stroller.Desired Settlement: I want a full refund and return of my stroller. The outlet it was purchased from will not take it back. The company needs to be responsible for this. At $600, I cannot simply go buy a different brand, without a refund. Baby Jogger advertises -- in fact its entire brand is built on -- versatility and carrying infants. This stroller cannot carry children, and it is preposterous for the company to argue that a stroller that cannoy carry children and cannot function as advertised is fully functioning. The fact that I even have to make this argument is offensive. This is about the worst brand I av ever encountered. its fraud.

Consumer

Response:

[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.]

At this time, I have not been contacted by Baby Jogger Company LLC regarding complaint ID [redacted]. 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,

Review: I submitted a one star review to the baby jogger website because I was unhappy with my baby jogger stroller. Because I left negative feedback, the company said it was not approved and not allowed to be posted to their website. Their website currently only has positive reviews and that is because they don't allow people to post negative feedback. If I had seen negative reviews when I was researching this stroller, then I would not have purchased a Baby Jogger brand stroller. It is misleading and unethical to only post positive reviews. My review does not include any bad language or anything inappropriate. It simply says that I have a defective stroller that broke after a few uses and that I would not recommend it to a friend.Desired Settlement: I would like my review posted on your website.

Review: hi, I purchased this stroller a little while ago and the seat that is able to collapse does not seem to close is there any way it can get replaced. also the brake on the main stroller does not work properly. I love my [redacted] mini stroller I have but really not thrilled with the[redacted]!!Desired Settlement: I never had such issues with my [redacted]. I am really unhappy with this stroller and would please like to have it replaced. thank you

Business

Response:

Hello,

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

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.

Review: I ordered this jogging stroller last year and used it about 12 times. It was always a bumpy ride, but by the 12 time, it was no longer working at all. The front wheel would shake so violently that the stroller would actually tip over. I filmed this happening so I could have proof of the severity of the problem - not only is the stroller unusable, but it actually puts my child at risk. I called the place where I bought the stroller about 1 year after I purchased it and they said they have had several issues with this company and are phasing out the brand. They suggested that I call the company directly. I called baby jogger directly and they said they cannot help me and that I should try locking the front wheel when I jog and that should fix the problem. I rarely use this stroller - so about 6 or 7 weeks passed before I decided to try again with the front wheel locked. This is equally as bad. With the front wheel locked, the stroller just spins in cirlces. It doesn't just veer to the right, it goes in circles that are about 2 feet across. It is equally unusable. I called Baby Jogger during business hours and their "non business hours" voicemail answered. I emailed them three times. Finally I got a response saying "sorry, we can't help you because it isn't covered under your warranty."Desired Settlement: I am offended by how unhelpful everyone has been at Baby Jogger. Your product doesn't work. I don't want this stroller repaired and I do not want a new one. I want a refund, so I get a different brand of jogging stroller.

Business

Response:

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.

Review: We have a [redacted] (in orange). We have been having an issue with the front wheel sticking making it nearly impossible to push. I contacted the company and was told basically it was out of warranty and there was nothing anyone could do. While pushing our daughters in the stroller the wheel locked again causing my 20 month old to hit her teeth on the side of the stroller and leaving a red mark on her face!Desired Settlement: I would like the stroller repaired or replaced.

Business

Response:

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]

Consumer

Response:

I have reviewed the offer 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.

[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.

Business

Response:

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

Review: I purchased a [redacted] and Baby Jogger Car Seat Adapter for Multi Model in early Jan 2016. The car seat adapter did not fit securely on the stroller. On January 26, 2016, I contacted Baby Jogger customer support for assistance. They initially stated there were no changes made to the 2015 double stroller frame compared to last year's model, thus the adapter should fit securely. They did not have a 2015 stroller in their showroom to verify this statement. After emailing them photos of the stroller I have, they then said there were indeed changes made to the 2015 that were not communicated to staff, and these changes prevent the car seat adapter from attaching properly. At this point, no one whose purchases the 2015 double stroller and car seat adapter will be able to properly secure their infant. I asked how they would rectify this situation, and they stated I would need to pay $110 for a bassinet (pram) that would fit into the stroller, then purchase another car seat adapter when new ones are designed later this year. I put in a request to speak with a supervisor on Jan 26 and was told to expect a call within 24-72 hours. I've since called back two more times (Jan 29 and Feb 3) as I never received a call. Each time, I was told that my name was in the queue, and a supervisor would call me later the same day. I've still not heard from them as of today (Feb 5). It is concerning that they have not responded to my initial concern, nor issued a public statement informing customers that the current car seat adapter will not fit properly onto the stroller frame.Desired Settlement: Since Baby Jogger made an apparent error in their design and manufacture of their 2015 stroller and adapter, they should make customers whole again by providing a pram free of charge until new adapters are available for purchase. I feel I should at least be offered a pram since I did the leg work in figuring out why their adapter does not fit securely. I was unable to return the stroller because the seller is charging me shipping fees and a 15% re-stocking fee since the stroller is not damaged (different company - Baby's Den - sold via Amazon). I'm also concerned because there was a recall of the car seat adapter in 2013 that I discovered after their horrible customer service. This company clearly does not care about the safety of the infants for whom their products are designed.

Review: I bought this baby jogger since I knew that they have a lifetime warranty on the frame. My frame broke and they are not helping me by trying to say that this frame is not covered for stupid reasons.Desired Settlement: Please send me a new frame and stand for your promises so I can continue being a baby jogger customer

Business

Response:

Hello,

We first dealt with [redacted] in October of 2013. Her 2007 [redacted] stroller frame was replaced due to the wheels not swiveling. She had purchased the stroller in 2008 and was well outside of the warranty period, but we replaced the frame as a courtesy. In October of 2013, she was shipped a new [redacted] frame that was manufactured in 2010. She then contacted us June 23rd, 2014 stating that her frame had broken. In 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 claim. I will, however, approve a new stroller frame to be sent out to her and will reiterate what is covered under our warranty policy.

Consumer

Response:

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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: After my first contact with this company on April 24, I am still waiting for them to solve the serious safety issue their product came with. After 2 months of purchasing the City Lite stroller the strap around the waist came off completely and I have been trying to have Baby Jogger to fix the problem. I kep getting the wrong replacement arts despite the fact that I provided all information required. Over the next few weeks, I have also been completely ignored (still receiving automatic emails confirming receipt!).

It is no use for me to receive the straps (or buckles, I have no idea why but I was sent buckles) since there is no way I can get it stitched by myself in a secure way.

I appreciate a swift solution to this issue that has been going on since April. My son FELL OFF THE STROLLER multiple times. Luckily for us and also for the manufacturer, no documented injury incurred yet.Desired Settlement: Replacement of the whole stroller if the company can't provide the parts and service to solve the issue. Or, best case scenario, a refund as I don't want to have anything from this company anymore.

Review: I bought a [redacted] online in June of 2011. Shortly after purchase the retailer went out of business. Soon after purchase I contacted baby jogger about quality issues with the fabric. I did not keep up with claim due to being busy with a newborn and two other children at home. I did however contact them with the serial number, manufacturer date and where I purchased the stroller from. I believe, they sent me an email of where to follow up. I did not and just let it go. One year later I had problems with the front wheel changing to the locking position on its own, making it very difficult to use the stroller. I was in the process of a stressful military move overseas and had a desperate need for a fully functional stroller. I contacted baby jogger, gave them the same information and they sent me a new front wheel. I remember thinking, "wow, that was awesome customer service". Fast forward to earlier this week. I noticed that the fabric on my stroller was coming unseamed. The point at which the fabric was coming undone is a crucial point as it is where the two seat connect. Too much stress in the broken stitch/seam could and will cause the whole thing the fall apart. I contacted baby jogger and gave the same information as I did on the two previous occasions. This time I did follow through and provide my bank statement showing where I purchased from and the purchase price, two photos of the damage, a photo of the manufacturer date and serial number and as a bonus a picture of my three children, showing just how little they really are. The weight limit on this stroller is 100 pounds. My eldest child is 35 pounds, my middle child 33 pounds, youngest is 25 pounds. I received an email response, that I took as rude, saying that they would do nothing for me because I did not purchase from an authorized dealer. In summary, short of calling by themselves there is no way to know whom their online authorized dealers and are they should stand behind their products even when they fail.Desired Settlement: I would like a replacement seat cover. This stroller should hold up for way more then two years and clearly is a product defect. I read that each stroller is handmade. I was previously a seamstress. It is very easy to mis-stitch. I am assuming that this was the case here. There is no way that this stroller is failing due to my children's use. If baby jogger believes in the quality of its products then they should stand behind them, not try to find excuses to not cover them.

Business

Response:

[redacted] contacted us in late July regarding damage to the fabric seat on her stroller. We asked her for photos of the damage and her proof of purchase as well as serial number, manufacture date and item number off of the stroller. Upon receiving the information, we relayed that we wouldn’t be able to cover any damage due to the retailer not being an authorized retailer; our warranty clearly states that purchases must be made through an authorizer retailer to be covered. She replied back stating that regardless, the damage should be covered. We took a look at the photos she sent of the damage and noticed that the only damage was a scratched snap in the center of the stroller. This is to be expected with normal wear and tear and in no way is a manufacturing defect.

Sincerely,

[redacted] | Manager of Customer Experience and Business

Review: My stroller is less than 6 months old, it is a [redacted] by baby jogger. I purchased inorder to be mobile with my child being that I am a stay at home mother and do not have a car. Shortly after purchasing my stroller an issue arouse with the material of the seat , baby jogger sent me a new one free of charge . Than shortly after my handle bar began to unravel, baby jogger sent a replacement . Now when the front wheel of my stroller broke off leaving me stranded on a hot summers day with my infant son far from my house , mind you it flew off and slammed to the ground while he was sitting in it .when I called them , they asked to see pictures and I provided them with pictures. I am not satisfied with there response .I am going through you in hopes that we can resolve this issueDesired Settlement: Replacement of [redacted] stroller

Business

Response:

The consumer contacted us July 15th, 2013 regarding an issue she was experiencing with her wheel. We asked for photos and upon receiving them noticed that the wheel was pushed back under the basket of the stroller, with her frame 2 or so inches from the ground. It was difficult for us to determine where the actual break was, either with the frame or on the wheel and we requested more photos. Upon receiving those photos we determined that the area that was broken is screwed directly into the aluminum frame and can only be moved when the screw is removed. It looked to us as though the stroller had either hit something with great force in that area or it had been run over. We denied her claim for a full replacement due to manufactures defect as we determined that the cause was not a manufacturing defect. She contacted us again asking us to reconsider. Several months earlier she had submitted a warranty claim for a torn handle and seat fabric, which we had warranted and sent her free of charge, we did request pictures at that time and were able to reference them for the claim with her wheel and frame. The photos showed no damage to her wheel at that time and in perfect working order.

Sincerely,

[redacted] | Manager of Customer Experience and Business Development

Review: I purchased a [redacted] single stroller on January 29, 2015. The handlebar of the stroller recently broke. The break occurred when I tilted the stroller back to raise the front wheel about 6 inches. I can't imagine any cause other than a manufacturing defect.

The manufacturer has a lifetime warranty on the stroller frame for defects. All other components are warrantied for 1 year.

I submitted all requisite information to Baby Jogger for the Warranty claim. They refused to cover the damage.

Their response read "After reviewing your claim, unfortunately, the damage to your stroller will not be covered under your stroller’s warranty. The break which you have indicated is something we only see when the stroller is used on curbs and stairs. As explained in your stroller’s manual, the stroller is not designed for use on curbs and stairs and any damage resulting from such use will not be covered under your warranty. We apologize for any inconvenience this may cause. We have included an attachment of the manual for your stroller."

I reviewed their manual and it states "Stroller is not meant to be used for transporting children up or down stairs. Damage resulting to stroller, will not be covered under warranty."

This isn't applicable because the stroller was never used to traverse stairs.Desired Settlement: My initial goal was simply to get a replacement stroller or just a replacement part. However, the Company's response is very disappointing so I'd really prefer a refund of the $249.99 purchase price. I realize that a refund is not covered under the terms of the Warranty so I'll not pursue this option. All I want is for Baby Jogger to honor their Warranty and replace the broken part or the stroller if a part is not available.

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