Graco

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I cannot afford to ship my sons car seat back to the manufacturer, and he cannot be without a car seat, until a new one is receivedI am attaching a copy of the letter I was sentI am having to limit travel currently, because of this issue, and if I were to pay to send an extremely bulky, and heavy car seat, I would be completely unable to travelIf I could afford a new car seat I would have already purchased oneThis letter is of no help to me whatsoever Regards, [redacted]

From: [redacted] < [redacted] >Date: Mon, Jul 11, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Graco has sent me my refund checkThank you for your assistance!

Than you for sending this issue to usOur licensed partner for cribs is no longer in business We do not have access to parts Please inform the consumer to discontinue useAlso, please refrain from sending these requests to me I have taken another position in the organization New contact: Heather C [redacted] [redacted] *** High Point, NC

Spoke with consumer on 2/22/and advised that I would be willing process a refundShe will wait until she receives the vibration unit to see if that corrects the issueThe vibration unit was mailed on 2/If it doesn't correct the issue, we will process a refund and have [redacted] pick up the PNP Consumer will call me directly either way Also called and left message for consumer on 3/1/to see if the replacement vibration unit worked

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:THIS IS A COMPLETE LIE I'm so completely astonished right now that Graco would actually quote me, and say something I NEVER ONCE SAID First of all, they sent the box WEEKS AFTER I CALLED AND COMPLAINED FOR THE THIRD TIME, not right away, and required [redacted] to have a signature I got home from work one day and there was a slip on the door from [redacted] saying they needed a signature and they'd try back The next day, I reached out to Graco for tracking info and it was tracked as being delivered and my signature was forged by the delivery person at the direction of Graco, JILL told them to just leave it and sign my name How do I know this? Because Jill told me over email that she was "sure" the box was left there Well guess what: when I got home, there was no box! My guess is my neighbor grabbed it and threw it out, since we sometimes help each other with our trash and it would have been an empty box Something that never would have happened had I been able to sign for it, as I was supposed to do! Graco is such a scam The latest is that they are going to have a "third party" company come pick up the stroller, which I learned in an email days ago Guess what: still no pickup! No contact further, despite several attempts Here's the text of that email I am so frustrated and have told everyone I know not to purchase from Graco DANGEROUS PRODUCT AND WORTHLESS, LYING CUSTOMER SERVICE I HATE THIS COMPANY! However, if you would please hold on to your stroller there is another option that we can utilizeWe have a third party company that we can arrange to come pick up your stroller and deliver it to usI will contact them today and you should receive an email or phone call from them next week and they will arrange the best time to come pick up your productIf I can be of further assistance please respond to this message directly without altering the subject line Thank you for choosing Graco!Samantha-Lead/SupervisorGraco Consumer Care Regards, [redacted]

We sent the consumer a prepaid label to return the product on 8/ The product was out of warranty but we offered a reduced refund (the consumer agreed) We issued a check to resolve the issueThe check was submitted after we showed the product return was in transit on 8/(the product now shows it has been delivered on 8/22, under [redacted] tracking number [redacted] )And, the check just mailed out 8/We reached out on 8/to follow up with the consumer, to relay this info and ask what additional assistance can be offeredReceived no answer We left a voice message and direct phone number for her to call me back Diounte G***Manager Consumer ServicesConsumer Services North America [redacted] Brands

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 However, I greatly appreciate the refund as the replacement aspirator was also defective and didn't work What I find disheartening is the fact nothing was discussed regarding company policy being reviewed or an apology This of course leaves me thinking it's easier to throw money at a problem ratger than resolve the root cause
Regards,
*** ***

Handwritten Response

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

Hello
We have contacted the consumer and are processing a refund for her for $as requested by the consumer
We are closing this case on our end
Thank you
Michael K***

Handwritten response

Graco thanks *** *** for reaching out and identifying that the issue remains unresolved on her end and we apologize for any inconvenience. We received images of her product on February 2, 2017. After review of the issue we replied via email address
gracoconsumercare@***.com on Feburary 8th at 2:PM stating: "Thank you for taking the time to notify Consumer Services concerning the problem that has developed with your productIf the product is truly defective, we will gladly take care of the issue. Please package the product and affix the *** label to the outside of the packagePlease include this letter with a brief description of the problemPlease include a copy of your sales receipt if possibleTake the package to the appropriate carrier or call the carrier to arrange for pick-up...." We followed that email at 2:PM with a *** prepaid shipping label to return the product. To date product has not been returned. We are happy to replace or refund the item to *** *** provided the unit is returned. We are happy to provide a new shipping label if it needs to be replaced, We will have a representative reach out to her to follow up again on the matter

Thank you for contacting us.  We will reach out to the consumer again to clarify that we are shipping her a new chest clip.  Despite the 2014 car seat being outside of the 1yr warranty we are more than happy to replace the consumers chest clip no charge.  We have...

expedited shipping to better service the consumer and have offered a rebate towards the purchase of a new Graco car seat as a courtesy.

Spoke with consumer on 2/22/16 and advised that I would be willing process a refund. She will wait until she receives the vibration unit to see if that corrects the issue. The vibration unit was mailed on 2/18. If it doesn't correct the issue, we will process a refund and have [redacted] pick up the PNP....

Consumer will call me directly either way.
Also called and left message for consumer on 3/1/16 to see if the replacement vibration unit worked.

We reached out to the consumer to determine the best replacement product for her needs. Based on the conversation, she was upgraded to a new swing model. The consumer confirmed her mailing information and the order was placed. The consumer confirmed on 9/20/2017 that she received the replacement...

swing. The consumer was also provided with a pre-paid shipping label in order to return her defective swing. We consider this case to be closed, if there are further concerns please do not hesitate to reach out.

From: [redacted]<[redacted]>Date: Mon, Jul 11, 2016 at 9:34 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Graco has sent me my...

refund check. Thank you for your assistance!

We sent the consumer a prepaid label to return the product on 8/17.  The product was out of warranty but we offered a reduced refund (the consumer agreed).  We issued a check to resolve the issue. The check was submitted after we showed the product return was in transit on 8/17 (the...

product now shows it has been delivered on 8/22, under [redacted] tracking number [redacted]). And, the check just mailed out 8/22. We reached out on 8/29 to follow up with the consumer, to relay this info and ask what additional assistance can be offered. Received no answer.  We left a voice message and direct phone number for her to call me back.  Diounte G[redacted]Manager Consumer ServicesConsumer Services North America[redacted] Brands

[To assist us...

in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 11097910
I am rejecting this response because:THIS IS A COMPLETE LIE.  I'm so completely astonished right now that Graco would actually quote me, and say something I NEVER ONCE SAID.  First of all, they sent the box 2 WEEKS AFTER I CALLED AND COMPLAINED FOR THE THIRD TIME, not right away, and required [redacted] to have a signature.  I got home from work one day and there was a slip on the door from [redacted] saying they needed a signature and they'd try back.  The next day, I reached out to Graco for tracking info and it was tracked as being delivered and my signature was forged by the delivery person at the direction of Graco, JILL told them to just leave it and sign my name.  How do I know this?  Because Jill told me over email that she was "sure" the box was left there.  Well guess what: when I got home, there was no box!  My guess is my neighbor grabbed it and threw it out, since we sometimes help each other with our trash and it would have been an empty box.  Something that never would have happened had I been able to sign for it, as I was supposed to do!  Graco is such a scam.  The latest is that they are going to have a "third party" company come pick up the stroller, which I learned in an email 8 days ago.  Guess what:  still no pickup!  No contact further, despite several attempts.  Here's the text of that email.  I am so frustrated and have told everyone I know not to purchase from Graco.  DANGEROUS PRODUCT AND WORTHLESS, LYING CUSTOMER SERVICE.  I HATE THIS COMPANY!  However, if you would please hold on to your stroller there is another option that we can utilize. We have a third party company that we can arrange to come pick up your stroller and deliver it to us. I will contact them today and you should receive an email or phone call from them next week and they will arrange the best time to come pick up your product. If I can be of further assistance please respond to this message directly without altering the subject line.  Thank you for choosing Graco!Samantha-Lead/SupervisorGraco Consumer Care
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This issue was resolved for Miss [redacted] January 22nd. Reached out to Miss [redacted] advised we will be sending a box and shipping materials for the stroller. She was very thankful and appreciated the call back. She told me to tell Jill "thank you for being passionate about my isssue."