Graco Children's Products Inc.

Initial Business Response /* (1000, 9, 2016/10/04) */
Per the consumers internal case a refund was issued to the consumerThe check was processed on 9/Please allow business days for delivery of check

Initial Business Response /* (1000, 7, 2015/11/19) */
We have attempted to reach out to the customer several timesWe also left a few messages to call us back so that we can help resolve the issueThe customer called back today and advised she was out of town and would not be able to provide
specific product information at this time

Initial Business Response /* (1000, 5, 2016/09/22) */
Dear ***,
Thank you for contacting Graco Consumer Care, our goal is to provide our consumers with the highest quality and service
We wanted to offer you the fastest means of resolution by sending you a new stroller and allowing you to
keep your current car seat (you declined this offer)We have confirmed that your travel system has been returned to our DCYour request for refund has already been submitted and is in processThe expected ship out date for this check will be TuesdayI am working with accounting to see if this can be expeditedStandard mail can be between 7-business days
Thank you for choosing Graco!
Diounte
Graco Consumer Care
***
Initial Consumer Rebuttal /* (3000, 7, 2016/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Diounte,
Thank you for your responseWhen I initially contacted Graco on August 1st, the offer was for me to keep my original system until a check was able to be sent to me to purchase a replacement, then I could send back my old oneAbout weeks after my initial call, I contacted Graco again to check on the status of my check only to be told that it was denied by a supervisor"Amy" was suppose to be my point of contact and she never notified me that the check had been deniedI was then told I would have to search for a box to send my travel system backI called and visited multiple baby stores and was unable to find a boxI then had to purchase a box from Uhaul to send the travel system backIt was not until Wednesday, Sept 21, over days from when I initially contacted Graco and days after you received my travel system that I was offered to choose a new travel system from your online selectionNow why would I want to have another item from Graco after this stressful situation? I declined this offer and stuck with my initial offer of receiving my money back, in hopes of finding a new company who appreciates my businessI would greatly appreciate if my check could be expedited so that I may be able to purchase something that would be beneficial for my child
Thank you,
Amelia P***
Final Business Response /* (4000, 9, 2016/10/04) */
The check is in the mail stream and is on the way to the consumer

Initial Business Response /* (1000, 7, 2015/11/16) */
Thank you for contacting Graco Consumer Care, our goal is to provide our consumers with the highest quality and serviceWe have processed and mailed the customers checkWe also followed up with the customer to ensure all questions and
concerns were clarifiedThe customer was very satisfied with the follow up and response
Thank you for choosing Graco!
Initial Consumer Rebuttal /* (3000, 9, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to clarify that NICOLE (whom I spoke to on November 12, was the ONLY employee who actually looked into WHY it took a MONTH to reimburse me rather than the 7-days guaranteed
I'm not one bit surprised, Graco, replied the way they didIt's the "don't accept reaponsibility"Why should they, they dominate the baby product industryWhy should they treat customers like they matter
Nicole, should be recognized for being the ONLY employee who took initiative and apologized
Graco, has lost a customerI'm sure I don't matter as I'm only one person but this business practice is despicable
Lastly, They didn't "clarify" anythingThe attitude by represents everything that called after my discussion with Nocole sounded beyond irritated over THEIR ERROR AND FAILURE TO FOLLOW THROUGH

Initial Business Response /* (1000, 5, 2015/12/22) */
Thank you for contacting GracoAfter further review of the matter we have found the followingThe stroller was returned on 7/after this we immediately sent out a check to the address the customer requestedIt was returned to our Finance
dept on 8/(undeliverable address)We then reached out to the customer advising the check was returnedThe customer was adamant we send it back out to the same addressWe sent the check back out on 12/We have advised the customer to allow 10-business days for delivery

Initial Business Response /* (1000, 6, 2016/08/12) */
Reached out to consumerThe only thing we are missing is Proof of Purchase to complete warranty requestConsumer will provide proof of purchase within the next hourI will review the notes video and pictures to make a decision on either a
replacement or refund

Thank you for allowing us to respond to the consumers concern. After being hung up on by the consumer. We were able to speak with her again and advised as a one time courtesy we would do the following. Upon release of the product to For our 3rd Party pickup vendor we would
process request to order her new product. Due to heavy demand at our distribution center we were not able to guarantee the product would arrive at her home by Thursday. We offered to ship the product to the Hotel the consumer would be visiting (she declined this offer). She only wanted it sent to her home. Per her Ftracking information the product was delivered to the consumers address at 1:52pm Friday 3/

Final Consumer Response /* (3000, 15, 2015/07/22) */
Original Message
From: *** ***
Sent: Wednesday, July 22, XXXX XX:XX AM
To: ***@greensboro.Revdex.com.org
Subject: Complaint XXXXXXXX
Hello,
After phone calls to Graco and contacting a lawyer, graco finally replaced my car seat
While they did replace my car seat I feel that their Revdex.com report should reflect the great measures I had to go through for them to honor their product that they agreed was faulty but did not meet recall requirements yetNo one should have to endure months and phone calls to get help with a product that they inevitably knew was faulty
Thank you,
*** ***
Sent from my iPhone