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Kanga Care LLC

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Reviews Kanga Care LLC

Kanga Care LLC Reviews (2)

Initial Business Response / [redacted] */ After reviewing the original product claim submitted by the customer, and each email interaction between the customer and Kanga Care, I hope I can bring some understanding to this issue As stated by the customer, she purchased the product in November, although we did not receive a receipt of the purchaseA receipt is required for the warranty process to verify 1st owner and date of purchase as our warranty covers manufacturer defect for up to year of the date of purchase During the time between the purchase date, and May 1, 2015, the customer noticed that the interior laminate (waterproof layer) of the product was "yellowing"This "yellowing" is not a manufacturer defect, nor does it cause the function of the product to failThe customer states in an email on 5/6/that the diaper cover does not leak, it is only discoloredThe product functions, as it shouldDiscoloration is a result of hard water/high mineral deposits in the wash routine, or can also be caused by various laundry additives such as bleach, borax, vinegar, etcThese items were mentioned as a known cause for yellowingOur representative was not blaming nor accusing the customer of using these productsSometimes customers use them without knowing that they will cause issuesEach time there is a customer with a product care issue it is the responsibility of Kanga Care to educate the customer on the proper way to care for their product and to find out what could be causing the issue as to not affect more of their product The customer's product claim was denied a replacement because the product was/is functioning as it is supposed to and the aesthetic issue of "yellowing" is not a manufacturer defect After reviewing all the details I see that our representative failed to follow up on the last email the customer sent, in which she was expressing her disappointmentI feel there could have been some additional explanation and compassion [redacted] to the customer from Kanga CareDue to the lack of follow up the customer received I have no reservations in sending the customer a replacement coverKanga Care has a strong reputation for top quality customer service and I am disappointed it was not displayed during this interaction In sending the customer a replacement cover we would ask that the customer reviews our wash and care instructions to ensure the longest life out of their productAlso keep in mind that environmental factors, such as hard water or high chlorine levels, are generally out of their control and can affect any product, from any company, in undesirable ways

Initial Business Response /[redacted]/
After reviewing the original product claim submitted by the customer, and each email interaction between the customer and Kanga Care, I hope I can bring some understanding to this issue.
As stated by the customer, she purchased the product...

in November, although we did not receive a receipt of the purchase. A receipt is required for the warranty process to verify 1st owner and date of purchase as our warranty covers manufacturer defect for up to 1 year of the date of purchase.
During the time between the purchase date, and May 1, 2015, the customer noticed that the interior laminate (waterproof layer) of the product was "yellowing". This "yellowing" is not a manufacturer defect, nor does it cause the function of the product to fail. The customer states in an email on 5/6/2015 that the diaper cover does not leak, it is only discolored. The product functions, as it should. Discoloration is a result of hard water/high mineral deposits in the wash routine, or can also be caused by various laundry additives such as bleach, borax, vinegar, etc. These items were mentioned as a known cause for yellowing. Our representative was not blaming nor accusing the customer of using these products. Sometimes customers use them without knowing that they will cause issues. Each time there is a customer with a product care issue it is the responsibility of Kanga Care to educate the customer on the proper way to care for their product and to find out what could be causing the issue as to not affect more of their product.
The customer's product claim was denied a replacement because the product was/is functioning as it is supposed to and the aesthetic issue of "yellowing" is not a manufacturer defect.
After reviewing all the details I see that our representative failed to follow up on the last email the customer sent, in which she was expressing her disappointment. I feel there could have been some additional explanation and compassion [redacted] to the customer from Kanga Care. Due to the lack of follow up the customer received I have no reservations in sending the customer a replacement cover. Kanga Care has a strong reputation for top quality customer service and I am disappointed it was not displayed during this interaction.
In sending the customer a replacement cover we would ask that the customer reviews our wash and care instructions to ensure the longest life out of their product. Also keep in mind that environmental factors, such as hard water or high chlorine levels, are generally out of their control and can affect any product, from any company, in undesirable ways.

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Address: 521 Violet St, Golden, Colorado, United States, 80401-6714

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