Diono LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Although the business's proposed solution of sending a replacement car seat and picking up the damaged car seat is acceptable to me, they have asked me to verify that they can ship and pick up to the address on the original shipping labelUnfortunately, while we currently live at this address, we will be moving out permanently within the next two daysI have reached out to [email protected] to suggest that we delay the exchange until I am at the new addressBest,***

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
Sincerely,
*** ***

***,It has come to my attention that you were not happy with the customer support you received from Diono regarding the issue you had with your Radian RXT car seat as you reported on August 24th 2016.I apologize for this and we would like to offer you a replacement car seatWe will ship your car
seat to the address we have on file Please contact us directly to confirm your address on ticket# 22798.We will issue a call tag to pick up your damaged car seat Please have it ready for UPS pick up within days of receipt of this email.Please feel free to contact me with any questions.Follow up to ticket ***Best Regards, Susan B***

11-Aug-Customer purchased a discontinued product from a liquidator.19-Aug-Product arrived with damaged component.24-Aug-Customer notified company of the damage and the company offered to replace the damaged component. Customer refused and insisted on a replacement with a new
product.01-Sep-Company shipped new product.04-Sep-Customer received new product

Dear *** ***, Thank you for bringing this situation to our attention. At Diono, we pride ourselves on our superior customer service so it is very disappointing and unusual to hear a story like yours. I understand the replacement cover you requested has already been shipped by
UPS (Tracking No: ***). Please reach out to us directly if there is anything else we can do for youKind regards, Brad K*** / President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Although the business's proposed solution of sending a replacement car seat and picking up the damaged car seat is acceptable to me, they have asked me to verify that they can ship and pick up to the address on the original shipping label. Unfortunately, while we currently live at this address, we will be moving out permanently within the next two days. I have reached out to [email protected] to suggest that we delay the exchange until I am at the new address. Best,[redacted]

We have contacted the customer and resolved the issue by replacing her seat as she requested.