Owlet Baby Care, Inc.

Hi ***,We did receive your correspondence recently regarding thisThere may have been some misunderstanding on our endOur Customer Service Team indicated that you purchased total units and only received unitsResearching our records, it appears that you purchased only one unit (as you
indicated)If this is the case, please let me know and we'll be happy to get that one unit sent out to you.Thank you and sorry for the confusion.David P***Director of Customer Service

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
They have asked us to reach out to them directly. If it is still not resolved, we will contact you again.Thank You!!!!
Sincerely,
*** ***

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,
*** ***

Customer reached out claiming that no unit arrived Customer was sent a second unit, which was confirmed received as of 3/7/ No further complaints or comments received from Customer

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
A check refund would be great thank you *** *** *** *** *** *** *** ** ***.
Sincerely,
*** ***

The provided order number is not a valid order number in our system and has no purchase history. It is likely that this order was placed through Amazon.com in which case all returns must be completed through them as they are the point of purchase. Our system does not allow refunds to be
disbursed on orders that are not placed through our system since there is no payment method stored which we could credit the refund to. In the event that the order was placed through Amazon.com, the return eligibility period is past and it is not possible for a refund to be received through Amazon either as clearly stated in the return policy for Owlet Baby Care and for Amazon.com.Owlet Baby Care is not responsible for orders returned without RMA numbers or without the proper procedures being followed and although we do not charge a re-stocking fee we are not responsible for re-sending a unit to the customer especially since returns are processed by taking the individual parts and dividing them by category for testing, disposal, or refurbishing. Although this situation is unfortunate and we do strive to always be there for our customers and provide the best customer service possible with easy returns and readily available support, there are occasionally situations in which it is not possible to please everyone involved and policies and procedures must be followed. If any of the above assumptions are incorrect about the order not being placed in our system, etcwe will be happy to take prompt action to investigate and provide the proper help to make sure that the customer is taken care of. As an alternate form of contact, I David G*** may be emailed directly at [email protected] to follow up with this case or provide further information or support. Kind regards,David G. Customer Service Tech Support Supervisor Owlet Care Team

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,
*** ***

Complaint: ***
I am rejecting this response because this complaint is not
about refunding the purchase price of the product (they have already agreed to refund part of the purchase price). These people are selling a COTS device under the pretense of its capability to track an infant's heart rate and oxygen level, when the device does not accurately track the infant's oxygen level. The device also seems to indicate that a blood oxygen level in the 80's is "green" or good, when a blood oxygen level in the 80s necessitates an emergency room visit by all accepted pediatric healthcare standards
Sincerely,
*** ***

We have reached out to the customer 5 times in that past 24 hours and would like to exchange her old unit for a new version 2 Smart Sock. We are still waiting to be contacted back.

Hi there, I'm writing to close the loop on the complaint filed by [redacted], Complaint ID [redacted]. In my reply to [redacted] I gave my direct email address, so I soon received emails directly clarifying certain details. We were able to get the complaint resolved and the customer was refunded for their purchase. Please let me know if you need any further information.-- Kind regards,David G. Owlet Care Team

Thank you for reaching out to Owlet Baby Care. We will reach out to the customer on Wednesday, 1/25/17, to arrange a full refund.  Best regards,David P[redacted], Director of Customer Service

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.
 Dear Utah BOB staff:I do want to let you know that after this complaint was registered with you the company reached out to me and we worked out a solution to the issue. I am satisfied with the resution that was reached.Thank you for getting involved and prompting them to action.Sincerely,[redacted]

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.
Sincerely,
[redacted]

We'd like to apologize to [redacted]. She was refunded within our ERM system, called Netsuite, on 2/2/18, and applied to Apple Pay. As we researched it this morning, although Netsuite indicated she was refunded, something did not translate over to Apple Pay (we don't normally refund to Apple Pay). We...

just resubmitted the refund using another program called CyberSource and it looks like the refund went through to card ending 5670. Please let us know if anything else is needed on our end.Thank you,David P[redacted], Director of Customer Service

Complaint: [redacted]
I am rejecting this response because:I did not order a second unit. I requested a credit.  
Sincerely,
[redacted]

Revdex.com, Although the customer is several months out of her one-year parts warranty, we'll reach out to her and send her a replacement sensor at no cost. Thank you,David P[redacted], Director of Customer Care

We will offer a refund to the customer by submitting a check request to our Accounting department. If this is acceptable, please let me know. I will also need the exact name and address of where we will be submitting the check. Thank you,David P[redacted]

[redacted],I apologize for the inconvenience and for any misinformation that has been presented you.  I also understand you have been trying to get through by phone and were unsuccessful.  I apologize, we are revamping our phone systems, and have had a few days the last two weeks with...

limited coverage while those systems have been updated.  As mentioned today (February 18th) by phone and by email, unfortunately it is not possible to process a refund to a new card number or account, as our payment system does not allow us to see your credit card number nor to edit your payment method once your order is submitted.In terms of the refund by check, although customer service successfully passed on the request on your behalf, the refund was not approved to be sent by our financial department.  The customer service agent that you spoke with later on assumed your check would still be on the way and indicated you should wait, as the type of secure check we usually send can take between 7-10 days to arrive. However, the refund check was not approved due to the fact that your original payment method on file was successfully refunded on the 27th of January, the same day that we received the item back and restocked it (please see attachment - highlighted green).  We have record of your refund being successfully transferred to your account, and to date have no record of that institution attempting to return those funds to our account.  It is a standard practice for banks and credit card companies to send a check to account holders with surplus funds that are deposited into previously closed accounts. Our advice is to please contact your bank or other credit card issuing institution in order to check on the status of such a refund check, or to gain documentation that they have returned, or are in the process of returning, those funds to Owlet.  In the attachment, your transaction ID number and Authorization Key specific to that refund are highlighted in blue for your and their reference.  Those have also been sent you by independent email.Again, I apologize for the inconvenience; we'd like to help resolve this, but cannot issue your refund twice, unless we have confirmation that the prior released funds are being returned from your financial institution.  Please let me know what your financial institution says, and we can go from there.Thank you again for reaching out.All the best,Jacob C[redacted],Co-Founder Owlet Baby Care, Inc.

Please have the customer reach out to me directly and we'll honor the shipping refund.  Thank you,David P[redacted][email protected]

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.
Sincerely,
[redacted]