Thorley Industies

I purchased a product of theirs, recently it started making a clicking noise when my baby is on it. This is supposed to be a safe product for baby so of course when you hear a loud clicking noise it is something to worry about. I reached out the the retailer that I purchased it from and the suggested to contact the direct merchant which is 4moms. I emailed and explained my concerns with the mamaroo and the customer service rep turned me away because I didn’t buy it from a retailer they provide inventory to which is honestly extremely disappointing considering my money was still spent on a product they manufactur and sell. She insisted she couldn’t help me due to the fact that it is unknown if the retailer I purchased from sold it to me broken and all she suggested was that I could always purchase a new mamaroo directly from them and that way I’ll have a 1 year warranty.

I recently purchased a 4Moms Momaroo swing for my son. This item was purchased in August 2019. Unfortunately I do not have the original receipt of purchase, and Buy Buy Baby has not been able to provide me with a copy - I do not know the reason why they have not, I have done my due diligence with them as well. The product is a safety hazard for my son and I sent video documentation regarding this concern. I have included the email below for your reference.

4moms Customer Care ***
Mon, Jan 6, 12:30 PM

Hi Stephanie,

Thanks for taking the time to speak with me today.

As discussed, we need something showing both when and where the product was purchased. Please attach a copy of your proof of purchase, in reply to this email so that we may begin to confirm your eligibility for warranty service. Without proof of purchase your warranty options may be limited.

If you do not have your original receipt, we will accept any of the following: gift receipt, reprinted receipt, baby registry showing the item as purchased, an order or shipping confirmation email (from on-line orders), a retailer rewards’ program statement, a packing slip, or a credit /debit card statement.

Please also provide the following:

1. The serial number on the white sticker on the underside of the base
2. The date of manufacture code that is stamped into the plastic very close to the white sticker beginning with the number 0,1, or
3. Please also include a brief video that demonstrates the issue that you are experiencing.

We'll take the next steps after we hear back from you.

Kind regards,
*** <***>
*Attachments included 2 videos showing the malfunction.
Sun, Jan 19, 12:55 PM (3 days ago)
to 4moms

Hello,
I apologize for the late reply, but I have been trying to find a receipt or proof of purchase and have not been able to. I purchased this myself with gift cards and have no way of tracking it since there was no credit card, etc. I did include the other required information below and attached videos.

Date of Manufacture Code: ***: 1037

I am not looking for any sort of monetary refund, I would just like a replacement of the product since I do plan on having more kids in the future and this was a big purchase for us as a family. I expected it to last longer than a few months.

Thank You, ***
Mon, Jan 20, 5:58 AM (2 days ago)
to me

Hi Stephanie,

Thanks for following up with us. We ask for proof of purchase so that we can make sure the product is under warranty. The full warranty policy can be viewed on our Support page: https://www.4moms.com/support/mamaRoo/getting_started

We can use a gift receipt, shipping notification, email confirmation, a packing slip (if there is one still taped to the shipping box), baby registry, points reward card statement, or even bank account information or a screenshot showing the charge on the card. Alternatively, retailers are typically able to look up old receipts and have them emailed to you.

In lieu of being able to verify the 12-month warranty coverage on the swing, a new base for the swing can be purchased in our webstore here: http://shop.4moms.com/mamaroo4-replacement-base/

We can help with the cost of the base by extending a discount. Please let us know if you intend to purchase a replacement base, and we’ll send you a coupon code to use during checkout.

Kind Regards,
*** <***>
Attachment included credit cart purchase for $65.91
Jan 20, 2020, 7:16 AM (2 days ago)
to 4moms

Thank you for the email. I reached out to Buy Buy Baby but they have not been able to provide me with a detailed copy of the receipt. I attached a screenshot of my credit card charge. I paid most of it with gift cards, but charged the remaining balance. Would this suffice?

Thanks!

4moms Customer Care via uptu3f3p5h7he7.5-d01leaa.na89.bnc.salesforce.com
Jan 20, 2020, 7:26 AM (2 days ago)
to me

Hi Stephanie,

Thanks for following up with me.

Because the bank statement reflects a transaction amount that is significantly less than your mamaRoo purchase, we cannot use this as your receipt.

Since you know the date the purchase occurred, we recommend reaching out to Buy Buy Baby's corporate Customer Service team, as they might be able to provide the full transaction.

*** <***>
Jan 21, 2020, 9:49 AM (1 day ago)
to 4moms

Hello Again,
I have to say, I am so disappointed in how difficult this process has been. I have already reached out to Buy Buy Baby and have been unsuccessful in getting a response from them. Considering this is a safety issues involving your company's product, I would have hoped for some more understanding in the matter. I know for many families this may not seem like much, but for my family it was a significant expense that I researched tirelessly. The reason the credit card purchase reflects an amount significantly less is because I used 3 gift cards and paid the remaining balance. Obviously in retrospect, I should have kept the receipt in a safe place, but with all the new baby stuff, I disposed of it when I unpackaged it and saw that it worked. It is clear in the videos that this is a default of the product. My child is still under the weight limit and still cannot sit up on his own.

Is there anything else that can be done or anyone else I can speak with?

Thank you for your understanding and attention to this matter.

4moms Customer Care via ***
Tue, Jan 21, 1:08 PM (21 hours ago)
to me

Hi *** asked me to reach out to you.

The 4moms warranty covers any new, unopened products purchased from an authorized retailer for 12 months from the date of purchase.

Since retail partners sometimes choose to sell open box items or floor models at a discount, and these are not covered under warranty, we can only use a bank statement if the transaction amount is the full cost of the mamaRoo.

Per the policy posted on their website, Buy Buy Baby will use a credit card number to attempt to find transactions within the past 12 months. They can provide a reprint of that transaction to you.

https://www.buybuybaby.com/store/static/EasyReturns#returns-without-receipt

We will be able to proceed with this claim after obtain a reprinted receipt from Buy Buy Baby.

Warm regards,
Jennifer
Customer Care Manager

*I then called and spoke with Jennifer - manager - and was read the same information she emailed me.

*** <***>
10:54 AM (10 minutes ago)
to 4moms

Hello again,
We just spoke regarding my dissatisfaction regarding your product. Upon doing a quick Google search, I came across hundreds of negative reviews describing the exact same issue that I am having with my product, almost down to the same verbiage. It's alarming that knowing this is an issue, your company continues to put out the same product and be unreasonable in replacing it considering it is a safety issue. At this point I'd like to speak with the next level in management. I feel it is a disservice to all consumers to draw a hard line in the sand and not be reasonable and understanding to a faulty product.

I look forward to hearing form someone else regarding this matter.

4moms Customer Care via ***
10:59 AM (5 minutes ago)
to me

Hi ***

Thank you for following up with me.

When your warranty claim began, you worked with a Customer Care Advocate who communicated our requirements for warranty eligibility. You then requested to speak with a department manager, and your ticket was escalated accordingly.

I am the Customer Care department manager, and there are no other managers for you to speak with. My manager is aligned with my actions and is supportive of my enforcement of the requirements regarding eligibility for warranty service as set forth in the product user manual.

Warm regards,
Jennifer

We originally received our Mamaroo swing as a gift in late December/early January of 2017. It was a gift and we were SO excited to get it. We put it together late January and it worked great. We put it in the nursery for a couple months (baby hadn’t been born yet). I immediately registered it when I received it. I moved it into the living room in late April (2018) and tested it. It got an obstruction notice on it. I panicked because it had never been used. My husband looked at it and tried just cleaning the base. It somehow started working again. We had our baby in mid May. She used it from when she was born until late June. We went out of state for about two months. The mamaroo swing sat in our house alone without being used during that time. When we came back in mid August it didn’t work. Every so often I could mess with it and it would work on certain settings. Recently it completely quit working.
My older sister (who we went to see during the summer) also has a mamaroo (the first version). Hers did the same thing this summer. My dad bought two different new cords and looked up how to fix it multiple times. He contacted mamaroo and the only response he ever got was to try a new cord or buy a new base. A new base costs $115 plus shipping ($100+). A new swing is cheaper.
We did learn that ours should still be under warranty since it was bought in December. We were told that we could only prove proof of purchase to qualify for the warranty. I tried to explain that it was a gift. We didn’t keep any type of gift receipt because it worked for the first month. When I expressed my disappointment in the company on their Instagram page so other moms would be aware, they blocked me and a couple other people who expressed the same issues they had. We were just looking to make other moms aware so they don’t spend $200+ on a defective product.

I purchased this swing through their website on Feb 10, 2018. (Still in warrantee) I didn’t have my baby until a few months later. My daughter doesn’t like the swing so she rarely used it. My daughter is now 7 months old 14lbs. Last night I put her in the swing while I was doing laundry, the swing started to jolt. I took a video, my baby is calm and just kicking her feet. I called this morning and first talked to a lady who said she would send a replacement unit and told me to keep part of my old unit if I need the parts. When they sent me an email to get the video of it malfunction (I provided a video) I sent it ( no talk yet of only sending part of a unit) then an email on intructions on writing with permanent marker on the swing this is when they said we will be sending the base. (I provided that photo as well). This is not what was told to me. I immediately called and from then on received the worst customer service I have ever received. They said they don’t replace units, they blamed my baby that is 7 months old (14lds) she treated me with such disrespect. She also said they already sent out the base ( I only made the complaint a couple hours before) and told me she couldn’t stop to change it to a unit.She wouldn’t transfer me to a manager which I insisted on, I finally I was transferred to her voicemail. I called a few times after I didn’t not yet get a phone call back and wanted this issue resolved before “shipping” went any further. Finally Manager Jennifer called back and she wasn’t any different with horrible customer service. She said that she listened to the phone calls and said when I was promised a new unit it was referring to a new moter ( those words were never said about the moter) . I also informed her about the reviews I read online about how the moter doesn’t help and that this is a known promblem, she said she was aware that the unit is not as good as the original and that they are working hard to better the unit. She too told me that the swing is only meant to hold up to a six month old baby. Are you kidding me!!!! I have proof on your website it says 25lbs or can sit up unassisted or try’s to climb out. Where does it state 6 months???? No it doesn’t. Why are you blaming a baby for your known defects on your products???? Why do you train your managers and employees to blam a baby???? I am not the only one having this promblem, I have photos of proof of other reviews on bad customer service and motor promblems. This was a very expensive swing and with this price range should come Quality. You should strive to have good customer service. Knowing this is a defective why would I want to put my child back in something that could be harmful???? A replacement unit should be sent or a refund should be provided.

My son got injured from one of their products. The 4moms infant seat. There is a loop that the straps form underneath the seat. There is an open space between the base and the actual seat. My son crawled through this space and hung himself. I had to cut the strap to release him. He had markings and popped blood vessels all around his neck and all around his eyes. Which happens when you are being strangled. The product was not in use at the time. It was in my living room as many baby equipments are. He could have died had I not acted quickly.

I have a RockaRoo. Well my grandmother was in town and saw it and asked what it did. I turned it on (thank god without my son in it) and it paused and then began slamming forward very fast and hard. When contacting the company they did not offer any apology and instead just asked for several things: the model number, and serial number which I gave, and proof of purchase which I did not have because a friend gave it to me as a surprise gift. When I explained that to them they responded telling me they couldn’t do anything, but I could purchase a new base at a discounted price. Still NO acknowledgement or apology on the fact this could have seriously injured my child. Horrible customer service. I understand technology can have issues sometimes but they way they handled the situation was completely unacceptable.

The base to the baby mamaroo infant seat all of a sudden the music would shut off after 5 minutes of being on and the base started to make a loud noise. I contacted the company as the swing was a baby shower gift from my mom about a warranty claim since it is still covered under warranty. They said all they would need from me to process a warranty claim was a picture of the manufacturer code and serial number which I provided along with a picture of the power cord and proof of purchase. I provided everything they needed. Now they are demanding I pay to send the defective item back which it is not a small infant seat to ship back in order for a warranty claim to be considered. None of this info is posted on their website under warranty claims info or in the users manual. I have no problem sending it back but I'm not going to pay out of pocket to do so. Any warranty claim I've ever had to do before they send you a replacement and will ask you send the defective item back in the package provided which I don't mind doing. But I refuse to pay out of pocket for them to only consider once they receive the defective item product if I can get a replacement for something that is defective after not even a months use.

Purchased a Mamaroo from 4Moms on 9/23/17 for our son and his wife, for her baby shower. Unfortunately, her father already purchased and gifted the same item to her weeks ago. So I called to return the item (unopened) and in the original box. We discarded the outer shipping box as were gifting it to them and did not want to wrap the ugly shipping box. To make a long story short. 4Moms will not take the (unopened/unused) product back for a refund because they need it to ship back in the original shipping box. I have never had problems returning anything, even if I did not return it in the original shipping package or box. The product just needs to be unopened and unused for a refund. Reference my order # ***. Purchase price of $219.99. The product was never given to them to open. It is still wrapped in baby paper.

I purchased the Mamaroo 4moms product because I really liked it. When I put my son on the item, he hated and cried so I took him off and put him back in bed. I tried it a second time and he kept crying again this time I found him hanging on the item sideways which I found disturbing because I purchased the item at *** and immediately told them about the incident. We tried to locate my receipt but unsuccessful. Immediately after I told them why I am returning the item, I learned that every customer had been returning them because they had been defective so *** was no longer selling them at the store and I needed to contact the manufacturer to assist me with figuring out a way to mutually find a solution to my $289.00. I contacted 4Moms at *** suggested and they refused to work with me. Instead, they mand me feel as if I didn't purchase the item when I have the box to the item and documents from the item along with the app which has to be registered in order to use the product. This company is the worst! They have been selling the defecting product to the consumer and using the receipt as a way to defraud the public. I have their defective product which takes up space at my house, emails from trying to contact their customer service, pictures of their products and a picture of my screaming child in their product. I hope this is resolved but every parent needs to know how this company cares for their little ones and how far they are willing to defraud the public. It is sad to see that you spend so much on this product and it's garbage! I would not recommend and I will ensure everyone knows how bad this company is. As a business owner, It's bad business defrauding the consumer.

In order to retrieve a receipt at ***: a) Rewards had to be used at the time of purchase. b) Checked from the Registry in order to track or within the 1st year. The problem is as time runs out we are unable to track. b) They couldn't find because the Rep who serviced me didn't use my Rewards/Registry.