Casci Diamante

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The moms posts on Facebook won't copy & paste on this response pageBut the inserts are thee all the time making you think that the item comes with aninsertI never saw it say "sold separately" That is a common term used when advertising unless you want to bait the customer into making a purchase and then they fond out later when they receive the iten that the insert doesn't come with it Regards, [redacted] ***

RE: Complaint ID [redacted] Dear Ms [redacted] 4moms® Customer Care was initially contacted by Ms***, via email on November 5, She reached out to us regarding a mamaRoo® infant seatShe reported that "the toy mobile that attaches to the chair does not stay latched on and hangs really low ."She requested another toy mobile, including the arm.We responded, requesting proof of purchase, which is required for warranty serviceShe indicated that she did not have proof of purchase because the mamaRoo® was given to her as a giftWe indicated that her baby registry could serve as proof of purchaseShe said it was on her registry at [redacted] , but they never scanned it as having been purchased.At that time, we obtained a copy of her [redacted] registry and the mamaRoo was not listed at allWe explained, clearly, that we would make a one-time exception, because she couldn't provide any proof of purchase, and that we-would replace the toy bar and toy balls for herWe advised if there were any issues in the future, that she would need to provide proof of purchase.We shipped her a mamaRoo® infant seat toy bar and toy balls on November 11, 2015.Ms [redacted] reached out to us a second time, via email, on May 5, She emailed us about that same mamaRoo® infant seatIn this most recent correspondence to us, she reported, "there is a clicking sound when I turn if on and the part that moves up and down wobbles."We replied back, requesting proof of purchase to proceed with a warranty claimOn May 6, she provided an email link to her original [redacted] registry that now showed a mamaRoo® infant seat, both listed and purchasedLink to registry is: http://www[redacted] [redacted] Because of the discrepancy in this registry, and the fact that the registry from November, did not list the mamaRoo as ‘‘wanted" or as "purchased" I reached out directly to [redacted] Corporation on May 11, 2016.I spoke directly with a [redacted] Customer Care Advocate to address the discrepancy in Ms***'s Registry [redacted] confirmed that the owner of a Registry can mark an item as having been purchased even if there is no order placedFurthermore, the Customer Care Advocate at [redacted] advised me that the mamaRoo® on Ms***'s [redacted] registry showed as being purchased on May 6, The baby was born on September 7, 2015.We believe this action was taken in follow up to Ms [redacted] contacting 4moms on May 5, and 4moms requesting proof of purchase to proceed with warranty service.4moms is not providing a replacement mamaRoo base to Ms [redacted] because she is unable to meet the terms of our warranty service.As a gesture of goodwill I will offer her a 25% discount off of the purchase price of a replacement base.We’re considering the matter closed on our end.Kind regards,Laurie G [redacted] Director Customer Care4moms® [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

RE: Complaint ID [redacted] Dear MsPalmer Edwards, 4moms® Customer Care was initially contacted by Ms [redacted] , via email on July 6, She reached out to us regarding a mamaRoo® infant seat She reported “Our mamaRoo stops working It starts with squeaky noises and then stops swinging or it can stop swinging without noises” That same day we responded, providing some troubleshooting steps, as well as advising her that proof or purchase was required for warranty service, should the troubleshooting steps not work Ms [redacted] replied back, indicating that the troubleshooting steps did not work She also stated that it was a baby shower gift and that she had no proof of purchase to provideShe requested that we send a technician to her home to repair the mamaRoo We advised her that was not an option In that correspondence, we also advised her of the other ways she could provide proof of purchase, including a copy of her baby registryOn July 7, Ms [redacted] called, asking to speak with a Supervisor Her call was transferred to one of the team Supervisors who advised her that we would make a one -time exception and offer her a 50% coupon code, toward the purchase of a mamaRoo replacement base She acceptedA check of our ecommerce /4moms.com webstore records show that Ms [redacted] placed an order for a mamaRoo replacement base on July 7, using the 50% coupon codeWe’re considering the matter closed on our endKind regards,Laurie

Dear Ms [redacted] ,4moms® Customer Care was initially contacted by Ms [redacted] , through email on October 9, She reached out to us requesting information about our return policy.At that time, Ms [redacted] was advised that because the product did not contain all its original packaging that we would not accept the return.We’ve since reconsidered and agreed to make an exception to our return policy.I reached out to Ms [redacted] , directly, by email advising her of this on October and I have not heard back from herWe’re considering this matter closed, and if we hear back from Ms [redacted] , we’ll honor our offer to process the return.Kind regards,Laurie G [redacted] ***4moms® [redacted]

RE: Complaint ID [redacted] Dear Ms [redacted] , 4moms® Customer Care was initially contacted by Ms [redacted] , by phone on May 4, She reached out to us regarding an origami stroller She reported that she received an error code 911/Latch system error At that time, we began taking the necessary steps to establish warranty status In addition to asking for the date codes from the stroller and documentation showing both when and where the stroller was purchased we requested a video showing the alleged defect Ms [redacted] followed up with the date codes and a video She could not product a receipt, or any proof of purchase, which we do require for warranty service She stated that the stroller was purchased “around September 2015.” We replied thanking her for the information she provided, but reminding her that proof-of-purchase is required to ensure that the product is under warranty Ms [redacted] replied indicating that she’d been looking for a copy of the receipt, but that it had been a long time We replied, again, with troubleshooting steps as well as links to videos and information stating that if we remained unable to verify warranty eligibility for the origami stroller and the troubleshooting steps did not help, that replacement stroller frames were available for purchase In the interest of maintaining goodwill I reached out, via email, to Ms [redacted] personally and offered her 40% off a replacement origami frame if she wanted to purchase one We’re considering this matter closed on our end, and will reopen under a warranty claim if Ms [redacted] can provide proof of purchase Kind regards, Laurie G [redacted] Director Customer Care 4moms® [email protected]

RE: Complaint ID [redacted] Dear Ms [redacted] , Mr [redacted] initially contacted 4moms® Customer Care by phone on November 21, He reached out to us regarding an origami stroller He reported that the power cord was not charging We explained our that our warranty service required a proof of purchase showing both the date and location of purchase He said it was a gift from his Mother who doesn’t keep receipts Additionally, the manufacture date code that he provided to us, from the stroller (December of 2012), puts it several years outside of the two-year warranty period He was not pleased with that information, provided to him by one of our Customer Care Advocates so he requested to speak to a supervisor Additionally, he asked what our address was so that he could file a claim with the Revdex.com He was given the address and told that a Supervisor would call him back as soon as one was available That same afternoon a Supervisor made an outbound call to Mr*** He was speaking over the Supervisor, Alisha for the majority of the call When she asked how she could help him he said that he wanted a new charger and he said that he threw the receipt away (different version of his initial story) He then introduced details, that had been omitted during his initial call to us, alleging that the stroller collapsed with his baby inside He alleged that the baby was stuck in the stroller We inquired as to whether or not the baby was ok and he said yes He again stated that he wanted a new charger We stated that we wanted to assist and wanted to begin by obtaining pictures of the baby being stuck in the stroller that he referenced He began yelling and terminated the call We’re considering the matter closed on our end Kind regards, Laurie G [redacted] Director Customer Care 4moms® ###-###-#### [redacted]

Revdex.com:
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
Regards,
*** ***When I invitations contacted the company I let them know that I have mamaroos and provided the serial number from the older model on accidentI had let them know that it was a baby shower gift from my mom who passed and that was why I had trouble providing proof of purchase at first however I was able to locate a receipt so that is why the name and address did not match mineSo being I provided all the correct info they needed and they knew the circumstances I refuse to have to pay to send a defective item back that should be covered under the warranty as none of that is stated in the warranty section on their website or in the manual

[
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The 4 moms posts on Facebook won't copy & paste on this response page. But the inserts are thee all the time making you think that the item comes with aninsert. I never saw it say "sold separately" That is a common term used when advertising unless you want to bait the customer into making a purchase and then they fond out later when they receive the iten that the insert doesn't come with it. 
Regards,
[redacted]
[redacted]

RE: Complaint ID [redacted] Dear Ms. [redacted]4moms® Customer Care was initially contacted by Ms. [redacted], via email on November 5, 2015. She reached out to us regarding a mamaRoo® infant seat. She reported that "the toy mobile that attaches to the chair does not stay latched on and hangs really...

low ."She requested another toy mobile, including the arm. .We responded, requesting proof of purchase, which is required for warranty service. She indicated that she did not have proof of purchase because the mamaRoo® was given to her as a gift. We indicated that her baby registry could serve as proof of purchase. She said it was on her registry at [redacted], but they never scanned it as having been purchased.At that time, we obtained a copy of her [redacted] registry and the mamaRoo was not listed at all. We explained, clearly, that we would make a one-time exception, because she couldn't provide any proof of purchase, and that we-would replace the toy bar and toy balls for her. We advised if there were any issues in the future, that she would need to provide proof of purchase.We shipped her a mamaRoo® infant seat toy bar and toy balls on November 11, 2015.Ms. [redacted] reached out to us a second time, via email, on May 5, 2016. She emailed us about that same mamaRoo® infant seat. In this most recent correspondence to us, she reported, "there is a clicking sound when I turn if on and the part that moves up and down wobbles."We replied back, requesting proof of purchase to proceed with a warranty claim. On May 6, she provided an email link to her original [redacted] registry that now showed a mamaRoo® infant seat, both listed and purchased. Link to registry is: http://www.[redacted].[redacted]Because of the discrepancy in this registry, and the fact that the registry from November, 2015 did not list the mamaRoo as ‘‘wanted" or as "purchased" I reached out directly to [redacted] Corporation on May 11, 2016.I spoke directly with a [redacted] Customer Care Advocate to address the discrepancy in Ms. [redacted]'s Registry. [redacted] confirmed that the owner of a Registry can mark an item as having been purchased even if there is no order placed. Furthermore, the Customer Care Advocate at [redacted] advised me that the mamaRoo® on Ms. [redacted]'s [redacted] registry showed as being purchased on May 6, 2016. The baby was born on September 7, 2015.We believe this action was taken in follow up to Ms. [redacted] contacting 4moms on May 5, and 4moms requesting proof of purchase to proceed with warranty service.4moms is not providing a replacement mamaRoo base to Ms. [redacted] because she is unable to meet the terms of our warranty service.As a gesture of goodwill I will offer her a 25% discount off of the purchase price of a replacement base.We’re considering the matter closed on our end.Kind regards,Laurie G[redacted] Director Customer Care4moms® [redacted]

RE: Complaint ID [redacted]   Dear Ms. [redacted],   Mr. [redacted] initially contacted 4moms® Customer Care by phone on November 21, 2016.  He reached out to us regarding an origami stroller.  He reported that the power cord was not charging.   We explained our...

that our warranty service required a proof of purchase showing both the date and location of purchase.  He said it was a gift from his Mother who doesn’t keep receipts.    Additionally, the manufacture date code that he provided to us, from the stroller (December of 2012), puts it several years outside of the two-year warranty period.   He was not pleased with that information, provided to him by one of our Customer Care Advocates so he requested to speak to a supervisor.  Additionally, he asked what our address was so that he could file a claim with the Revdex.com.  He was given the address and told that a Supervisor would call him back as soon as one was available.   That same afternoon a Supervisor made an outbound call to Mr. [redacted].  He was speaking over the Supervisor, Alisha for the majority of the call.  When she asked how she could help him he said that he wanted a new charger and he said that he threw the receipt away (different version of his initial story).   He then introduced details, that had been omitted during his initial call to us, alleging that the stroller collapsed with his baby inside.  He alleged that the baby was stuck in the stroller.  We inquired as to whether or not the baby was ok and he said yes.    He again stated that he wanted a new charger.  We stated that we wanted to assist and wanted to begin by obtaining pictures of the baby being stuck in the stroller that he referenced.  He began yelling and terminated the call.   We’re considering the matter closed on our end.   Kind regards, Laurie G[redacted] Director Customer Care 4moms® ###-###-#### [redacted]

Dear Ms. [redacted],4moms® Customer Care was initially contacted by Ms. [redacted], through email on October 9, 2017.  She reached out to us requesting information about our return policy.At that time, Ms. [redacted] was advised that because the product did not contain all its original...

packaging that we would not accept the return.We’ve since reconsidered and agreed to make an exception to our return policy.I reached out to Ms. [redacted], directly, by email advising her of this on October 11 and I have not heard back from her. We’re considering this matter closed, and if we hear back from Ms. [redacted], we’ll honor our offer to process the return.Kind regards,Laurie G[redacted]4moms®[redacted]

RE: Complaint ID [redacted]Dear Ms. [redacted],4moms® Customer Care was initially contacted by Ms. [redacted], through email on June 4, 2017.  At that time, she said, “I have an issue with 4mom. I need info. on warranty.”We followed up immediately asking her to provide...

additional detail as to what the issue was, and at that time we advised her that proof of purchase was required for warranty service and that without it, her warranty options may be limited.On July 1, Ms. [redacted] provided a video of the mamaRoo demonstrating the issue.  She did not provide proof of purchase.We followed up, again acknowledging receipt of the video and requesting some type of proof of purchase.  We communicated to Ms. [redacted] that if she did not have the original receipt that we would accept any of the following, in its place: a gift receipt, reprinted receipt, baby registry showing the item as purchased, an order or shipping confirmation email (from on-line orders), a [redacted] retailer rewards statement, a packing slip, or a credit /debit card statement. Ms. [redacted] replied to us on July 5, stating that she would follow up with [redacted]” Us and that was the last we heard from her until she opened a complaint with your organization on October 7, 2017.We are considering the matter closed on our part as she failed to provide the required proof of purchase.Kind regards, Laurie G[redacted]
[redacted]4moms®[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.they offered me to buy a new one for 40% discount.
The stroller needs to be replace. I am not looking for money, credit store, coupon, voucher, or even worse a 40% discount. If you offering me a 40% discount, you're asking me to buy you a stroller for $500.00. Why would I buy or invest more money on a stroller that I'm struggling to get it to work?You don't need to give me a new stroller, you just need it to fix it, or send me a refurbished, or used. Let's be realistic, you don't even keep a receipt for over a year if you buy a stroller for your kids.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

RE: Complaint ID [redacted] Dear Ms. Palmer Edwards, 4moms® Customer Care was initially contacted by Ms. [redacted], via email on July 6, 2016.  She reached out to us regarding a mamaRoo® infant seat.  She reported “Our mamaRoo stops working.  It starts with squeaky...

noises and then stops swinging or it can stop swinging without noises” That same day we responded, providing some troubleshooting steps, as well as advising her that proof or purchase was required for warranty service, should the troubleshooting steps not work.  Ms. [redacted] replied back, indicating that the troubleshooting steps did not work.  She also stated that it was a baby shower gift and that she had no proof of purchase to provide. She requested that we send a technician to her home to repair the mamaRoo.  We advised her that was not an option.  In that correspondence, we also advised her of the other ways she could provide proof of purchase, including a copy of her baby registry. On July 7, Ms. [redacted] called, asking to speak with a Supervisor.  Her call was transferred to one of the team Supervisors who advised her that we would make a one -time exception and offer her a 50% coupon code, toward the purchase of a mamaRoo replacement base.  She accepted. A check of our ecommerce /4moms.com webstore records show that Ms. [redacted] placed an order for a mamaRoo replacement base on July 7, using the 50% coupon code. We’re considering the matter closed on our end. Kind regards,Laurie

RE: Complaint ID [redacted]   Dear Ms. [redacted],   4moms® Customer Care was initially contacted by Ms. [redacted], by phone on May 4, 2017.  She reached out to us regarding an origami stroller.  She reported that she received an error code 911/Latch system...

error.      At that time, we began taking the necessary steps to establish warranty status.  In addition to asking for the date codes from the stroller and documentation showing both when and where the stroller was purchased we requested a video showing the alleged defect.   Ms. [redacted] followed up with the date codes and a video.  She could not product a receipt, or any proof of purchase, which we do require for warranty service.  She stated that the stroller was purchased “around September 2015.”   We replied thanking her for the information she provided, but reminding her that proof-of-purchase is required to ensure that the product is under warranty.   Ms. [redacted] replied indicating that she’d been looking for a copy of the receipt, but that it had been a long time.   We replied, again, with troubleshooting steps as well as links to videos and information stating that if we remained unable to verify warranty eligibility for the origami stroller and the troubleshooting steps did not help, that replacement stroller frames were available for purchase.   In the interest of maintaining goodwill I reached out, via email, to Ms. [redacted] personally and offered her 40% off a replacement origami frame if she wanted to purchase one.   We’re considering this matter closed on our end, and will reopen under a warranty claim if Ms. [redacted] can provide proof of purchase.   Kind regards, Laurie G[redacted] Director Customer Care 4moms® 412-434-8380 x190 [email protected]

RE: Complaint ID [redacted]Dear Ms. [redacted],4moms® Customer Care was initially contacted by Ms. [redacted], through email on October 11, 2017.  She complained that the music, on the mamaRoo infant seat, was cutting off after 5 minutes of playing.  She provided a serial number and date...

code for a product that was manufactured in July of 2013.When asked for proof of purchase, which is required for warranty service, she indicated that she could not provide it.Because she could not provide proof of purchase, we indicated that we might be willing to make an exception to our warranty policy, if she could provide a video demonstrating the issue she was reporting.She stated that because of technical issues she could not provide a video.She then produced a receipt, from Amazon, showing the purchase date of a mamaRoo as April 25, 2017, but the purchasers name and address was not hers.  And, based on the original 2013 date code and serial number she provided, this proof of purchase was for a different mamaRoo model then the one she alleged was defective. We attempted to call her, but were unsuccessful.We agreed to make an exception and send her a prepaid shipping label, to return the alleged defective mamaRoo to us, and that upon receipt and inspection we would either send her a replacement base or return the unit to her if nothing was found to be wrong with it.She then complained that she could not find a box big enough to ship the mamaRoo base back to us. We advised her we would not provide her with a box, per her request.We advised her that we would proceed if, and when, she returned the mamaRoo to us, using the prepaid label we provided. Her last reply to us, dated October 13, stated that she was going to file a claim with the Revdex.com.We’re considering the matter closed, on our end at this time, but will reopen it if Ms. [redacted] chooses to use the prepaid label we’ve sent her to return the alleged defective mamaRoo to us.Kind regards,Laurie G[redacted]Director Customer Care4moms®###-###-####[redacted]