Thorley Industies

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.It is not only ridiculous but it's offensive for this company to insinuate that my child has out grown a stroller to the point that it would break and also to imply that we are trying to get a refund because of this? Even if my child out growing this stroller was the case (which it isn't), how would that have anything to do with it no longer working at all? This has been a persistent issue with this productIf you look at other complaints made about this item, you can see that it is something that happens and shouldntTo answer the question about why I haven't responded earlier about this problem is because I am a very busy person person and it's very tedious making complaints such as thisI have no intention of trying to take advantage of a situation such trying to get money because of my daughter getting olderHowever, for myself or any consumer to have to be subjected to consistent flaws of a product that cost so much money, the company should be held accountable and should be happy to do soEven if my funds were not returned, the item should be replaced and an apologyBut instead, I get insinuations made about intentions and so rudely statedThis issue is absolutely resolved and I plan on pursuing itI don't care about money to that extentPeople who attempt to commit acts of fraud with a company like this do not spend $on strollers Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

RE: Complaint ID [redacted]   Dear Ms. [redacted],   4moms® Customer Care was initially contacted by Ms. [redacted], by phone on May 4, 2017.  She reached out to us regarding an origami stroller.  She reported that she received an error code 911/Latch system...

error.      At that time, we began taking the necessary steps to establish warranty status.  In addition to asking for the date codes from the stroller and documentation showing both when and where the stroller was purchased we requested a video showing the alleged defect.   Ms. [redacted] followed up with the date codes and a video.  She could not product a receipt, or any proof of purchase, which we do require for warranty service.  She stated that the stroller was purchased “around September 2015.”   We replied thanking her for the information she provided, but reminding her that proof-of-purchase is required to ensure that the product is under warranty.   Ms. [redacted] replied indicating that she’d been looking for a copy of the receipt, but that it had been a long time.   We replied, again, with troubleshooting steps as well as links to videos and information stating that if we remained unable to verify warranty eligibility for the origami stroller and the troubleshooting steps did not help, that replacement stroller frames were available for purchase.   In the interest of maintaining goodwill I reached out, via email, to Ms. [redacted] personally and offered her 40% off a replacement origami frame if she wanted to purchase one.   We’re considering this matter closed on our end, and will reopen under a warranty claim if Ms. [redacted] can provide proof of purchase.   Kind regards, Laurie G[redacted] Director Customer Care 4moms® 412-434-8380 x190 [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The 4 moms posts on Facebook won't copy & paste on this response page. But the inserts are thee all the time making you think that the item comes with aninsert. I never saw it say "sold separately" That is a common term used when advertising unless you want to bait the customer into making a purchase and then they fond out later when they receive the iten that the insert doesn't come with it. 
Regards,
[redacted]
[redacted]

I’ve attached a detailed summary of the email exchange between 4moms® and Mr. [redacted] that occurred in the fall of 2013.  All of it occurred through email and if you’d like me to print out exact copies of the emails, I can do that.  You’ll see that the last time we heard from Mr. [redacted]...

was September 23, 2013 and that we were helping him along, and offering to continue to assist because the stroller was still in warranty at that time.The warranty for the origami® power-folding stroller is 2 years from date of purchase and he purchased it on October 1, 2012, so the warranty expiration was October 1, 2014.  In the “Complaint Background” summary of your report, it suggests that the “Problem occurred” on February 14, 2013.  We did not hear from him until seven months later.  I’m unclear as to why he stopped enlisting assistance from us.  Additionally, he never reported to us that the stroller folded on his daughter.  I’m left wondering, at this stage, if his daughter has outgrown the stroller and he’s looking to get a refund for it.  Please let me know if you need anything else from me.Kind regards,[redacted] Customer Care Manager

RE: Complaint ID [redacted] Dear Ms. [redacted]4moms® Customer Care was initially contacted by Ms. [redacted], via email on November 5, 2015. She reached out to us regarding a mamaRoo® infant seat. She reported that "the toy mobile that attaches to the chair does not stay latched on and hangs really...

low ."She requested another toy mobile, including the arm. .We responded, requesting proof of purchase, which is required for warranty service. She indicated that she did not have proof of purchase because the mamaRoo® was given to her as a gift. We indicated that her baby registry could serve as proof of purchase. She said it was on her registry at [redacted], but they never scanned it as having been purchased.At that time, we obtained a copy of her [redacted] registry and the mamaRoo was not listed at all. We explained, clearly, that we would make a one-time exception, because she couldn't provide any proof of purchase, and that we-would replace the toy bar and toy balls for her. We advised if there were any issues in the future, that she would need to provide proof of purchase.We shipped her a mamaRoo® infant seat toy bar and toy balls on November 11, 2015.Ms. [redacted] reached out to us a second time, via email, on May 5, 2016. She emailed us about that same mamaRoo® infant seat. In this most recent correspondence to us, she reported, "there is a clicking sound when I turn if on and the part that moves up and down wobbles."We replied back, requesting proof of purchase to proceed with a warranty claim. On May 6, she provided an email link to her original [redacted] registry that now showed a mamaRoo® infant seat, both listed and purchased. Link to registry is: http://www.[redacted].[redacted]Because of the discrepancy in this registry, and the fact that the registry from November, 2015 did not list the mamaRoo as ‘‘wanted" or as "purchased" I reached out directly to [redacted] Corporation on May 11, 2016.I spoke directly with a [redacted] Customer Care Advocate to address the discrepancy in Ms. [redacted]'s Registry. [redacted] confirmed that the owner of a Registry can mark an item as having been purchased even if there is no order placed. Furthermore, the Customer Care Advocate at [redacted] advised me that the mamaRoo® on Ms. [redacted]'s [redacted] registry showed as being purchased on May 6, 2016. The baby was born on September 7, 2015.We believe this action was taken in follow up to Ms. [redacted] contacting 4moms on May 5, and 4moms requesting proof of purchase to proceed with warranty service.4moms is not providing a replacement mamaRoo base to Ms. [redacted] because she is unable to meet the terms of our warranty service.As a gesture of goodwill I will offer her a 25% discount off of the purchase price of a replacement base.We’re considering the matter closed on our end.Kind regards,Laurie G[redacted] Director Customer Care4moms® [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.they offered me to buy a new one for 40% discount.
The stroller needs to be replace. I am not looking for money, credit store, coupon, voucher, or even worse a 40% discount. If you offering me a 40% discount, you're asking me to buy you a stroller for $500.00. Why would I buy or invest more money on a stroller that I'm struggling to get it to work?You don't need to give me a new stroller, you just need it to fix it, or send me a refurbished, or used. Let's be realistic, you don't even keep a receipt for over a year if you buy a stroller for your kids.  
Regards,
[redacted]

RE: Complaint ID [redacted]   Dear Ms. [redacted],   Mr. [redacted] initially contacted 4moms® Customer Care by phone on November 21, 2016.  He reached out to us regarding an origami stroller.  He reported that the power cord was not charging.   We explained our...

that our warranty service required a proof of purchase showing both the date and location of purchase.  He said it was a gift from his Mother who doesn’t keep receipts.    Additionally, the manufacture date code that he provided to us, from the stroller (December of 2012), puts it several years outside of the two-year warranty period.   He was not pleased with that information, provided to him by one of our Customer Care Advocates so he requested to speak to a supervisor.  Additionally, he asked what our address was so that he could file a claim with the Revdex.com.  He was given the address and told that a Supervisor would call him back as soon as one was available.   That same afternoon a Supervisor made an outbound call to Mr. [redacted].  He was speaking over the Supervisor, Alisha for the majority of the call.  When she asked how she could help him he said that he wanted a new charger and he said that he threw the receipt away (different version of his initial story).   He then introduced details, that had been omitted during his initial call to us, alleging that the stroller collapsed with his baby inside.  He alleged that the baby was stuck in the stroller.  We inquired as to whether or not the baby was ok and he said yes.    He again stated that he wanted a new charger.  We stated that we wanted to assist and wanted to begin by obtaining pictures of the baby being stuck in the stroller that he referenced.  He began yelling and terminated the call.   We’re considering the matter closed on our end.   Kind regards, Laurie G[redacted] Director Customer Care 4moms® ###-###-#### [redacted]

RE: Complaint ID [redacted] Dear Ms. Palmer Edwards, 4moms® Customer Care was initially contacted by Ms. [redacted], via email on July 6, 2016.  She reached out to us regarding a mamaRoo® infant seat.  She reported “Our mamaRoo stops working.  It starts with squeaky...

noises and then stops swinging or it can stop swinging without noises” That same day we responded, providing some troubleshooting steps, as well as advising her that proof or purchase was required for warranty service, should the troubleshooting steps not work.  Ms. [redacted] replied back, indicating that the troubleshooting steps did not work.  She also stated that it was a baby shower gift and that she had no proof of purchase to provide. She requested that we send a technician to her home to repair the mamaRoo.  We advised her that was not an option.  In that correspondence, we also advised her of the other ways she could provide proof of purchase, including a copy of her baby registry. On July 7, Ms. [redacted] called, asking to speak with a Supervisor.  Her call was transferred to one of the team Supervisors who advised her that we would make a one -time exception and offer her a 50% coupon code, toward the purchase of a mamaRoo replacement base.  She accepted. A check of our ecommerce /4moms.com webstore records show that Ms. [redacted] placed an order for a mamaRoo replacement base on July 7, using the 50% coupon code. We’re considering the matter closed on our end. Kind regards,Laurie

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It is not only ridiculous but it's offensive for this company to insinuate that my child has out grown a stroller to the point that it would break and also to imply that we are trying to get a refund because of this? Even if my child out growing this stroller was the case (which it isn't), how would that have anything to do with it no longer working at all? This has been a persistent issue with this product. If you look at other complaints made about this item, you can see that it is something that happens and shouldnt. To answer the question about why I haven't responded earlier about this problem is because I am a very busy person person and it's very tedious making complaints such as this. I have no intention of trying to take advantage of a situation such trying to get money because of my daughter getting older. However, for myself or any consumer to have to be subjected to consistent flaws of a product that cost so much money, the company should be held accountable and should be happy to do so. Even if my funds were not returned, the item should be replaced and an apology. But instead, I get insinuations made about false intentions and so rudely stated. This issue is absolutely resolved and I plan on pursuing it. I don't care about money to that extent. People who attempt to commit acts of fraud with a company like this do not spend $900 on strollers. 
Regards,
[redacted]

Review: https://[redacted]

so the chair comes with a white or grey padding and not the red & yellow & white part shown in ad & video. Their ad is deceitful. I sent for this & paid hundreds for it !! no where is there a disclosure " this part sold separately"!!!Desired Settlement: I want the part shown in the ad of the mamaroo to be delivered to my home free of charge. It was advertised to make the purchaser assume that that was part of the swing. no where does it state " that part is sold separately for an additional $29.99".

Business

Response:

Hi [redacted]I'm following up on o claim that I received from the Revdex.com of Western Pennsylvania (ID [redacted]), filed by you on 6/15/2016.The mamaRoo® infant seat is available with the option of five different seat fabrics. The multi-plush (which is the red, white and yellow pattern that you reference in your complaint), the designer plush, silver plush, black classic and grey classic.The newborn insert you refer to (also a multi-colored plush fabric on one side and a silver plush fabric on the other), is sold separately. Our website clearly lists the newborn insert as a separate accessory.None of the videos, or mamaRoo product photographs on our website feature the mamaRoo with the newborn insert.Several of the videos and product photographs on our website do show the mamaRoo in the multi-plush seat fabric. The multi-plush seat fabric is very similar to the fabric used for the newborn insert, so it's possible you may be confusing the two.I'm unclear as to where you saw advertising to make the purchaser assume that the newborn insert was part of the swing, as you assert in your claim to the Revdex.com.I've attached a screen shot of the mamaRoo infant seat with the multi-plush fabric (which I believe you may be confusing with the newborn insert) as well as a screen shot of the newborn insert, clearly shown being sold as a separate accessory.Please help me understand where you believe we advertise the newborn insert as being packaging along with the mamaRoo infant seat?Kind regards,LaurieDirector Customer Care

Review: I received the Mamaroo as a gift last year. A few months after I received it the arm with the toy on it started to hang low/sag. I called and had such a big issues because I didn't have the receipt. Eventually, they mailed me the new part. A few months go by and now I now there is a clicking sound and the part that moves the seat up and down wobbles. My daughter is only 16 lbs and still falls over when she sits so she can't sit by herself yet. I have had nothing but issues with this product and with trying to get something that cost nearly 300 dollars to work properly. I called [redacted] and because it was paid in cash a receipt can't be retrieved. All I want is for a functioning product and for the product to last more than 7 months without having to jump threw hoops to get this done. Never again will I purchase from this company or recommend this product to my friends/family

http://www.[redacted]Desired Settlement: Replace the part or switch it out with a new one.

Business

Response:

RE: Complaint ID [redacted] Dear Ms. [redacted]4moms® Customer Care was initially contacted by Ms. [redacted], via email on November 5, 2015. She reached out to us regarding a mamaRoo® infant seat. She reported that "the toy mobile that attaches to the chair does not stay latched on and hangs really low ."She requested another toy mobile, including the arm. .We responded, requesting proof of purchase, which is required for warranty service. She indicated that she did not have proof of purchase because the mamaRoo® was given to her as a gift. We indicated that her baby registry could serve as proof of purchase. She said it was on her registry at [redacted], but they never scanned it as having been purchased.At that time, we obtained a copy of her [redacted] registry and the mamaRoo was not listed at all. We explained, clearly, that we would make a one-time exception, because she couldn't provide any proof of purchase, and that we-would replace the toy bar and toy balls for her. We advised if there were any issues in the future, that she would need to provide proof of purchase.We shipped her a mamaRoo® infant seat toy bar and toy balls on November 11, 2015.Ms. [redacted] reached out to us a second time, via email, on May 5, 2016. She emailed us about that same mamaRoo® infant seat. In this most recent correspondence to us, she reported, "there is a clicking sound when I turn if on and the part that moves up and down wobbles."We replied back, requesting proof of purchase to proceed with a warranty claim. On May 6, she provided an email link to her original [redacted] registry that now showed a mamaRoo® infant seat, both listed and purchased. Link to registry is: http://www.[redacted].[redacted]Because of the discrepancy in this registry, and the fact that the registry from November, 2015 did not list the mamaRoo as ‘‘wanted" or as "purchased" I reached out directly to [redacted] Corporation on May 11, 2016.I spoke directly with a [redacted] Customer Care Advocate to address the discrepancy in Ms. [redacted]'s Registry. [redacted] confirmed that the owner of a Registry can mark an item as having been purchased even if there is no order placed. Furthermore, the Customer Care Advocate at [redacted] advised me that the mamaRoo® on Ms. [redacted]'s [redacted] registry showed as being purchased on May 6, 2016. The baby was born on September 7, 2015.We believe this action was taken in follow up to Ms. [redacted] contacting 4moms on May 5, and 4moms requesting proof of purchase to proceed with warranty service.4moms is not providing a replacement mamaRoo base to Ms. [redacted] because she is unable to meet the terms of our warranty service.As a gesture of goodwill I will offer her a 25% discount off of the purchase price of a replacement base.We’re considering the matter closed on our end.Kind regards,Laurie G[redacted] Director Customer Care4moms® [redacted]

Review: Hello and Good morning. My issue is with the product that I purchased back in 2012. It is a 4Moms Origami stroller. This stroller has given myself and my family issues within the 1st few months. Eventually, the stroller wouldn't work at all and I contacted the company direct and they sent me 2 replacement parts to rectify the problem (which was the stroller kept jamming and showing error messages and would not open). For a brief time, the issue was corrected, but then shortly after, the same problem persisted again. Now, here I am 2 years later and a stroller which I was charged almost $1000 does not work. On one occasion the stroller even folded on its own as my daughter was being pushed inside of it. At this point, I do not feel comfortable in dealing with the company 4Moms at all. My trust is with the Revdex.com. I think that it is extremely unfair to have a stroller that I paid so much money for give me so many complications.Desired Settlement: I would like my refund for this item. I do understand that it has been some time that has passed since my initial purchase, so I am willing to take some type of partial payment. But I paid a total of $892.98 for this stroller and it has given us issues since we purchased it.

Business

Response:

Review: 4moms is refusing to honor the terms of their written warranty. They acknowledge that the item is damaged but claim the warranty only covers items sold through approved distributors. The item was sold through an Amazon affiliate and fulfilled by Amazon. The written warranty states no such restriction.Desired Settlement: I want the stroller to be repaired or replaced.

Business

Response:

Dear [redacted]

Please accept this correspondence as a response to the consumer complaint, referenced above.

The consumer did not purchase the product from an authorized retailer, which complicated 4moms’ ability to track the product and its specific history. 4moms was still attempting to gather information about the product from the consumer when he terminated communication with 4moms and filed a complaint with the Revdex.com.

4moms has subsequently attempted on several occasions to provide the consumer with a replacement product through our standard process, but to date has received no response from the consumer.

To be clear, 4moms is prepared to honor its written warranty for the product in question and seeks to get the product back in order to examine it.

Please feel free to contact me if you require any additional information or clarification. Thank you for your attention to this matter.

Very truly yours,

General Counsel

Consumer

Response:

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