Graco

Hello ...

Please be advised that we have reached out the consumer to offer them a refund for their [redacted] crib We are waiting to hear back with the consumer before processing
Please update the case accordingly Michael K[redacted] Consumer Care Manager Newell Rubbermaid Phone ###-###-#### Mobile ###-###-#### [redacted]@newellco.com newellrubbermaid.com

Than you for sending this issue to us. Our licensed partner for cribs is no longer in business.  We do not have access to parts.  Please inform the consumer to discontinue use.
Also, 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 27265

[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: [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 received. I am attaching a copy of the letter I was sent. I 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 travel. If I could afford a new car seat I would have already purchased one. This letter is of no help to me whatsoever.
Regards,
[redacted]

12.[redacted]7349px; font-family: arial, sans-serif;"> [redacted] <[redacted]>3:24 PM (1 hour ago)to me [redacted] Here is the resolution for this case We contacted the consumer on 1-27-15 and offered the consumer a refund but the consumer had already gotten a refund from the retailer [redacted] We are closing this case on our end Thanks  Michael K[redacted]Consumer Care Manager[redacted]Phone ###-###-####Mobile ###-###-####[redacted].com[redacted]

Review: I had a defective nasal aspirator after only approximately 1 month of use. The company was contacted regarding the issue and they said they were going to send out a return package and [redacted] label. 3 days later, only the return slip arrived and no return package was ever sent. The very next day, April 8th 2014, the defective product was put into a box and shipped out. That was over 3 weeks ago. After 2 calls to the company and very poor customer service, I was told the new package was being sent out Friday, April 25th. It is now April 30th and I checked to see when it would be arriving and its not suppose to arrive until May 5th. This is an absolute disgrace for a company that provides baby products considering parents depend on their products to work, or at the very least do everything they can to make it right when their products fail instead of making people wait for well over a month to get a replacement.Desired Settlement: I expect the company to complete the following;

1. Refund my money in an effort to make up for such poor customer service.

2. Review and change company policy regarding defective products exchange and the drag your feet mentality.

3. An apology regarding the terrible customer service and lack of care or respect towards its customers.

Business

Response:

Handwritten Response

Consumer

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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: I bought Graco's Lauren Signature "Convertible" Crib (model no. [redacted]) in 2012 (manufacture date: 1/21/2012). I specifically chose a convertible crib to save myself from A. having to purchase a toddler bed 2 years later, and B. saving myself from having to find a place to store a crib in 2 years. Come to find out, the crib is not able to be converted into a toddler bed without the additional purchase of a "conversion kit" (which, by the way, costs nearly as much as the crib itself). Despite feeling that this company's practices of not including the conversion kit WITH the convertible crib, I attempted to purchase the kit anyway. However, I was unable to find any helpful information on the company's website because, despite the fact that the crib says "Graco", they apparently do not manufacture their products. The website informed me only: "The model you are searching for has been manufactured by a licensing partner. Replacement parts are not available through this website." When I reached out to their Customer Service Department for assistance, I received the least helpful response I could possibly imagine. "Peg" responded on October 18th, stating: "The cribs are a licensed product of Graco and are manufactured by [redacted] is no longer in business. We have no stock, replacement parts or information." Forgive me for being so nave as to believe that a company who puts their name on a product would actually have the integrity to ensure that all parts necessary to use the product as advertised would be included. Not only did that not happen here, but now (2 years later) I am completely unable to convert and/or use the product because the company doesn't even have the parts necessary to make their product useful. I have attached Graco's careless response to my inquiry.Desired Settlement: I came here seeking some form of resolution for the fact that I am without a toddler bed as a result of the matter summarized above. However, after seeing Graco's Revdex.com business review, I do not have high hopes for any resolution. I should have done my research before purchasing any products with this company's name.

Business

Response:

Hello Please be advised that we have reached out the consumer to offer them a refund for their [redacted] crib We are waiting to hear back with the consumer before processingPlease update the case accordingly Michael K[redacted] Consumer Care Manager Newell Rubbermaid Phone ###-###-#### Mobile ###-###-#### [redacted]@newellco.com newellrubbermaid.com

Review: I ordered the Graco Table Fit High Chair - Farrow which seemed like a great product. After putting together the entire unit putting my daughter in it and pulling her close to the table, she pushed herself back from the table and hurt herself causing a bruise. The high chairs have wheels on them. To solve the problem I tried to find the locks for the wheels, and to my shock there are no locks to lock the wheels. This is absurd not having locks on the wheels, this is very dangerous. Last week I called graco to report my incident and seek resolution. The lady was rude who took my info and said someone will call you back in 24 hours and I cant help you basically. Well its been over that time frame as its now sept 30th. Nobody called me back. Upon researching the next model up, surprisingly it has wheels. That model is called the Graco Blossom 4-in-1 High Chair - Antiquity has wheels that LOCK. For the inconvenience this has caused and to avoid any future problems with this unit and injuries please see the desired outcome.Desired Settlement: I would like a prepaid label to ship the Graco Fit High Chair back to you and I would like you to exchange it for the new model with locking wheels spefically the Graco Blossom 4 in 1 Antiquity High chair shipped to my home.

Review: I purchased direct connect monitors two parent units. They never worked so iI called & was informed they were gonna be sending out a new set. I waited a few weeks and emailed them asking where they were only to be informed that I needed to mail back mine, I asked the representative over the phone what to do with the broken product she informed me to throw them away. So that's what I did. When I emailed them asking where the replacement product was the emailing representative said they never sent them and I was to send the broken product back.

I was verbally informed to toss the product out so that's what I did. I paid $89 plus tax for this product for it to never work. They claim to offer warranties but do not follow through with them. I purchase all baby products from this company in which I'm regretting at this timeDesired Settlement: I'd like my product replace with the same item.

Business

Response:

See Attachment:

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I do not have a receipt

Regards,

Business

Response:

See Attachment:

Consumer

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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

When should I receive this item? And will it be the same two parent as I purchased?

Regards,

Review: I purchased Graco Swing By Me Portable 2-in-1 Swing, Little Hoot on January 5, 2014 for a new born baby (born Jan 3, only weighed 7.7 lbs) The swing quit working shortly after receiving it. I contacted Graco and they sent a new swing motor. Well once again the swing isn't working. I paid $70.00 for my first grand child to have a swing. It's only worked maybe one week.Product_Or_Service: Graco Swing By Me Portable 2-in-1 Swing, Little HoOrder_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: RefundI want reimbursed for the purchase and all the batteries it has eaten. If you look at other web reviews they know this is a piece of garbage and they are taking advantage of new parents and grandparents.

Review: Feb 21, 2014. Ordered Graco SimpleSwitch High Chair - [redacted]. Rec'd it from [redacted]'s Mar 3rd. Contacted cust service Mar 7th: pin missing. Can't use without! Rec'd e-mail Mar 7th saying the part has been ordered for me. Still nothing as of Mar 18th. When asked why delay, cust service tells me their records show part actually ordered Mar 11th and takes 10-14 days!! I made crystal clear in my FIRST contact with them that I needed to use the highchair on Mar 20th for an event. It is now Mar 29th and I STILL HAVE NO PIN!!!!GRACO CUSTOMER SERVICE [redacted]!!!

Product_Or_Service: Graco SimpleSwitch High Chair - [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the pin sent to me immediately via OVERNIGHT DELIVERY and I want 50% of the purchase price refunded to me, since I could not use it for the reason it was purchased (50% is $34.56, including tax)

Review: I got a Graco Spree Travel System Ariel for my baby shower and the travel system came without the carseat. I have only the stroller no carseat or base. I called and was told I would recieve it within 5-7 business days and when I called back was told to call the next day for a tracking #. When I called today I was told no shipment was made and to contact [redacted] because the gift was bought there! I was promised the replacement part and waited for it!!! Id like the promise of the carseat honored and my carseat shipped out before my daughter in born in 2 weeks!Desired Settlement: I was promised the replacement part and waited for it!!! Id like the promise of the carseat honored and my carseat shipped out before my daughter in born in 2 weeks!

Business

Response:

See Attachment:

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I have tried to speak with [redacted] and I have filed a complaint with them as well. they stated without a receipt nothing could be done! I cant even return for store credit with half the item missing!!! I am the only one loosing out in the situation not to mention I was told by a representative the carseat would arrive withing 5-7 business days and 2 weeks later was not contacted back by anyone or told of the issue until I called back! This is absurd and a shame on both companies. I will not be buying a Graco item again! I am the customer, something should have been done to help me or keep the agreement that GRACOS customer service rep made with me!

Regards,

Review: On February 11 2014, I received an email from [redacted].com notifying me of a recall of my sons Graco Smart Seat, car seat. It was for the buckle, and Graco was offering a replacement. I called the number for Graco listed, as I had been having problems getting my son out of his car seat due to the buckle not releasing, and they hung up on me. I was finally able to get through to them and ordered a buckle replacement on February 13th. I had not received any notice from Graco at all about the recall at that point. A couple weeks later, I can't remember the exact date, I called Graco again. After listening to a recording telling me how to clean the buckle, which I had already done, I was able to speak to a very rude customer service agent, and I was again hung up on. On March 28th, six weeks and three days after I ordered the buckle, my son was late to school, because I could not unlatch his car seat, in a timely manner. I ended up ripping off my left thumbnail in the process, and almost ended up having to cut the straps on his seat. I emailed Graco, and asked them for an expected arrival date on the new buckle I ordered 6 weeks previous, as I don't have the money to replace the car seat, and have no way to transport him without one. On March 29th, today, I received an email from Graco asking me to email them back if I needed assistance, after I emailed them for assistance. I also FINALLY received a recall notice, in the mail, from Graco listing my sons seat as one of the ones originally recalled in February. At this point I am very frustrated with Graco, their lack of customer service, and their inability to take responsibility for their products.Desired Settlement: At this point I would like a full refund of purchase price of the Graco Smart Seat, in order to purchase a new car seat for my son. I am done dealing with Graco, and their products.

Business

Response:

Handwritten response.

Consumer

Response:

[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]

Review: [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 received. I am attaching a copy of the letter I was sent. I 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 travel. If I could afford a new car seat I would have already purchased one. This letter is of no help to me whatsoever.

Regards,

Review: Purchased 2 Graco car seats for my twins. Product recently recalled due to faulty buckles/harness. When recall was announced, filled out the proper form and submitted for replacement parts. Over a month later and STILL NO replacement parts. Inquired with Graco, was told to email them at given address --- sent email, no response. Sent another email, no response. Wrote numerous messages on their [redacted] page and looks like there are thousands of other consumers with the same issue as me. Graco has not sent out replacement parts and is not responding to anyone's emails after being told to send an email. All they keep telling us is they are doing their part and replacements will be sent. We are talking about the safety of our children!! This is not something to mess with and the replacements should have been sent immediately. I want answers and I'm sure many other consumers want answers too. At this point, we should all be receiving refunds and be allowed to take our business elsewhere. To think that a children's company doesn't care so much about the safety of our children. We aren't talking about a toy; we are talking about a car seat!!!

Product_Or_Service: Graco My Size 70 (2 of them - one boy and one greeDesired Settlement: DesiredSettlementID: Refund

I want my car seats refunded so I can purchase from a different customer who cars about the safety of my children more than Graco does.

Review: I bought a Graco stroller about 5 months ago from [redacted]. It was working great until last week. We decided to go to the mall here in [redacted], as we were crossing the street to get to the front door the back wheel came off. When we got the the other side of the street we check it. There was alot of traffic due to being a Saturday and a nice one. Anyway when we tried to fix it the inside that hold the wheel came of. The cap to stay in place. When we got home we called [redacted] and we still had the receipt. The supervisor said all the baby product are replaceable for one (1) month only. We had to buy another. Well being a single nanny and my daughter going through a divorce we just can't effort another $100.00 and some change for tax. The stroller is new we only use it when we go out. My granddaughter is 10 months old and she has only use it about 5 times. Your product being so expense should be replaceable or a warranty should come with it. I need to know what is Graco going to solve this problem. I not staying without a stroller.Desired Settlement: I would like to be refunded or since it's the company fault and defected product we should get another one. My daughter bought a Graco stroller for my grandson 4 and half years ago and we just donated it only because it's was blue with brown. This one that we got is pink and brown it was a beautiful stroller and [redacted] and [redacted] didn't have the one we want. Unfortunly we found it at [redacted] not knowing that we were going to need a warranty only because of my grandson stroll.

Business

Response:

See Attachment:

Consumer

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.]

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,

Review: My car caught fire on july 5th 2014, we own a graco car seat model#[redacted] name of the seat is [redacted] click connect 30 manufacture date 3/21/2013, my husband told everyone to exit the car which we tried to do, but the car seat seat belt would not open after several attempts. we then tried to unlatch the whole car seat from the base, which also gave us a problem, until finally my husband was able to pull the whole thing out. this took several minutes while my car was on fire. this could have been fatal for me my husband and my child. I called graco to complain and the woman I talked to told me that the car seat seat belt is on recall and that she can send me a new seat belt for the car seat. I explained to her that my son could have died because of this seat belt she told me that I could have just took the whole seat out, which I told her we did, but our initial reaction was to just take my child out of the seat, not carry something that could slow us down from leaving the burning car. she offered no sympathy or apology for what happened to me and my family. she was of no help at all she made me feel like it should have been a fatality in order for them to do more for me and my family.I also asked her if someone else would be contacting to apology or offer another resolution she said no, my complaint is just for their records

Product_Or_Service: [redacted] click connect 30Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like an apology first and foremost from this customer service representative, which wasnt even professional and unsympathetic to my situation and offered nothing more than a seat belt exchange. also some kind of compensation for our situation. monetary or otherwise. I would like them to fix this problem by replacing the whole car seat not just the belt. I dont like feeling that someone had to loose their lives for something to happen.

Review: I bought a carseat manufactured by Graco Products from [redacted]. The handle quit locking into place after only a month, thus making the carseat a safety hazard and impossible to use. I contacted Graco and they said they would issue a refund, but failed to do so. Now they will not return emails or phone calls.Desired Settlement: I desire a refund of 219.99 in check or cash.

Business

Response:

Hello We have contacted the consumer and are processing a refund for her for $219.99 as requested by the consumerWe are closing this case on our end Thank you Michael K[redacted]

Review: I contacted Graco to receive a kit for a drop side crib. This was ordered and I received a confirmation two months ago. I have still not received my replacement kit and would like this addressed. I have the Graco Lauren CribDesired Settlement: I would like to receive a replacement crib for the recalled item due to the inconvenience

Business

Response:

Handwritten response.

Review: Our daughter's Graco crib arrived damaged. The backboard wood is chipped with sharp pieces sticking out. We contacted Graco about this in June and again in July. On July 3rd they stated they were shipping a replacement part in 12 business days. Nothing has arrived. I've emailed them 4 times since with no response.Desired Settlement: We would like a replacement part or crib shipped immediately. This is a huge safety issue for our daughter!

Review: We purchased a Graco Stanton convertible crib for our son from [redacted] on 2/2/2013. We just noticed that the frame of the crib is cracking. More specifically, the weld that holds the frame together has broken. Since this is a safety issue, we contacted Graco to get a replacement frame ASAP. Furthermore, [redacted] states that this crib has a 5 year warranty. Graco responded by passing the buck. "For clarification, this crib is/was designed, manufactured, and distributed by [redacted] and not Graco. Graco has a business arrangement with this manufacturer which authorizes them to display the Graco brand name on this particular crib. In order to assure that you receive proper attention to your questions and/or concerns, you should immediately contact [redacted] Industries directly at ###-###-####or [redacted]"We have contacted [redacted] but have yet to hear back from them. Since Graco puts its name on this crib, we thought we were buying a Graco crib. Graco should be responsible for the problems with this crib. We have attached a photo of the cracked frame and a screen shot from [redacted] that indicates that this is a Graco and has a 5-yr warranty.

Product_Or_Service: Graco Stanton CribDesired Settlement: DesiredSettlementID: Replacement

Since this is a safety issue, we need this crib fixed or a replacement crib/part sent ASAP.

Review: We purchased a Graco My Size 70 car seat for our son a year ago. It was recently recalled because the buckle is defective. I called to receive a new buckle and they said it takes 6-8 weeks to ship a new one. I am not supposed to use the car seat until I get the new buckle. So basically for the next two months they except me not to leave the house since I am not able to take my son anywhere. I don't think it should take this long.Desired Settlement: I would like the buckle to be shipped in a more timely matter so I can leave the house, or I would like a refund so I can purchase a new car seat.