ZOE Baby Products

Wheel on stroller malfunctioned causing stroller to fall over with 3 children inside, resulting in a bent frame. The stroller is not functional.
Trio xl3 stroller wheel malfunctioned with 3 children inside while walking on paved trail on 6/1/20 causing the stroller to tip over and bend the frame. The rubber casing flipped off of plastic wheel. The entire stroller leans left, the wheel wobbles and is stuck behind the brake, the shade is bent, the belly bar does not reattach, and the 3rd seat, purchased separately does not attach to the stroller rendering the entire stroller useless. This was purchased August 24th, 2019 for $356.00 by *** R order number ***, my partner, and is currently still under warranty. I filed a warranty claim on 6/23/20, the option for a full stroller replacement was not available, so I detailed the nature of the problem, choosing a back wheel replacement, so I could at least submit a claim. I included videos and pictures showing the damage. I was sent the back wheel replacement promptly after recieving an email response on 6/26/20 that they were unable to stand behind their products, insinuating that the bent frame was a separate issue, not that it was a direct result of a malfunction in their stroller wheels. I sent a response email on 6/27/20 to restate the illogic behind sending me a back wheel when the stroller will not function safely without a belly bar and being bent-not being able to support the weight of any child and if doing so I'd be risking the safety of my children. I did not receive a reply to this email, so I called the company line on 7/8/20, where the only option is to leave a message explaining that I am requesting a full stroller replacement as the back wheels would not alleviate the issues I was facing due to the wheel malfunction causing additional damage. I received a call back on 7/9/20, from a restricted number, I missed the call, they left a message stating they could not find my info, and to email them with the info so they could look into it. On 7/9/20 I emailed them the original emails, additional information, and the videos and pictures originally sent. On 7/15/20 I received an email response that they spoke with their supervisors, but there was nothing they could do to help me, stating "Although your stroller is still within our one year warranty period, unfortunately we are not able to replace your stroller since the damage was a result of the stroller tipping over rather than a manufacturing defect". I emailed them one more time expressing my dissatisfaction that they do not stand behind their products or warranty and that I would no longer be a customer with them.

I have sent and item back to this compnay with no refund.
***
zoe double stroller black in color

This company has yet to contact me about my stroller replacement or return.
On February 22, 2020 I contacted Zoe Strollers customer service via email requesting replacement of a stroller (Trio+ (XL3) I received. I received the stroller (Trio+ (XL3) on February 22,2020 so the day it was delivered I contacted them. I contacted them because in the process of folding the stroller it broke. I informed her that we were folding the stroller and the pegs that attach the the third stroller broke off. The reason they broke was because the third seat was still attached. NO where in either of the manuals that we received does it state that the third stroller needed to be removed before folding. I informed customer service of our situation and on February 23, 2020 a reply was received that stated "You have to remove the tandem seat before folding the stroller down - per the instruction manual. The tandem seat has red levers that need to be pressed first, in order to properly remove the tandem seat.Failure to do so will damage the stroller. See your instruction manual for more details.Please let us know if you have additional questions and we'll be happy to help"! Now that the stroller is broken I know this. Why would you tell me this after I've informed you the stroller is broken because it wasn't removed. I then stated to her that's this was not explained in the manual anywhere. On February 23,2020 a reply was received stating " "We are not responsible, however, for damage to the stroller that's caused by improper use and not following the instructions in the product manual. Just as we are not responsible if an airline does damage to a customer's stroller. That is the airlines responsibility to replace, and not ours. We're so sorry this happened and I will pass this along to the manager but I'm pretty sure this is not covered by our warranty since the damage was caused by misuse." There was NO misuse of the stroller because it has yet to be used. Not only that but it is now February 29, 2020 and I've yet to hear back from management or customer service. Since I have yet to hear from them I started a return on February 26, 2020 and I was suppose to hear from them with 48 hours it's now March 1, 2020 and I've yet to hear from them. I proceeded with the return because there return policy states "Please print and include in the returned package the confirmation you receive once you submit this form. You must use the original shipping box the stroller arrived in to ship your item back to us.Once your return arrives at our facility, it will be inspected within 5 business days. If it is brand new, unused, and in the original packaging a full refund (minus the $20 flat-rate return shipping if you choose to use our label) will be issued to the original payment method used.If your item has been used outside of your home or has food or drink spills or stains and is not in the original packaging, a restocking fee of up to 50% may apply. Also, a restocking fee will apply to all orders that are shipped back to us in a 3rd party box other than the original box in which your stroller arrived In this case we will notify you of the restocking fee amount. Don't let this alarm you. This only applies to customers that have obviously abused our fantastic return policy! :) We wish we didn't even have to mention it!". This means I could return this stroller with no issue correct? Like I said I have yet to hear anything about the return I've initiated. I also got a automated email that states I could click on a link to create & print your $20 pre-paid return label to ship back the product. Once this link is clicked you are prompted to put in you order number and zip code. You're then prompted to state the reason for the return, I chose damaged. After my reason is chosen a screen prompts me to contact them about my order. No number or anything is given so I'm forced to go look the number up on google. The number isn't stated on the website either. I found the number, contacted them and left a voicemail. Still I've yet hear from them!

Purchased in March I waited until my daughter turned one in December after I used it 2 or 3 times I opened the umbrella zipper and there was mold grow
Purchased in March I waited until my daughter turned one in December after I used it 2 or 3 times I opened the umbrella zipper and there was mold growing inside called Zoe in December no response I emialed them on here they responded once and the company never responded again terrible company that hides once there is a issue

Stroller malfunctioned on first use. Non responsive on how to get us a working stroller at no additional cost to us.
Our Zoe stroller malfunctioned the first time we used it (one of the wheels keeps slipping out of its shaft, and stroller won't expand from its collapsed position because the locking mechanism on one side of the stroller is stuck and won't release). The stroller was purchased with a discount coupon.

Zoe's proposed solution now is to have me purchase a new stroller at a price higher than I originally paid. They were unwilling to honor the initial price I paid for the stroller. This is after over a week of back and forth, wasting our time, and not laying out all our options at once. We've left our phone number with them asking them to give us a call, but have heard nothing.

The warranty that came with the stroller should result in a working stroller, at no additional cost to us. However way Zoe wants to get us a working stroller is fine, but it should not entail us paying more than what we originally paid.

Purchase was missing pieces that should have been included. Messed up twice on my order.
I placed an order (XXXXXX) on 11/29/19 for the tandem seat. It was shipped out via FedEx ground on 12/2. Due to the holidays it arrived on 12/11/19 at 4:25pm PST. I unboxed the item and noticed no accessories (aside from the 2 wheels) came inside the box. I double checked the website and it stated on the website that it should include one child snack cup, one child cup holder, single belly bar, & harness comfort pad/covers. I filed a warranty claim for missing parts on 12/11/19 at 5:07pm PST. Warranty claim 4278170708 (so less than an hour of receiving it). I got an email back from Mary on 12/13/19 at 5:38pm EST saying sorry they will send the pieces out Monday (12/16). Then got an email on 12/16 saying sorry the pieces didn't get out and would go out tomorrow. I got an email on 12/18 that it was shipped via USPS and scheduled to be delivered on 12/21. I did not receive it on 12/21 gave it a few days due to Christmas and emailed on 12/27 that I still hadn't received it. Got a response back from Mary on 12/29 (so now it's been a month since I placed my order) that it was taking a while to get to CA due to holiday shipping. Finally received package on 12/30 only to open the package and notice only the belly bar and cup holder was inside. I was still missing the snack cup. I emailed Mary back and included pictures. She replied back on 12/31 and stated " Just to clarify, the only items that should come with the tandem add on seat is the belly bar. The other items come with the XL1 (snack cup, cup holder )not the tandem seat. We went ahead and sent the cup holder as a courtesy last time, but we should have sent the snack cup as well. We will send you another snack cup as courtesy." I had attached the original screen shot I took of the product on the website on 12/11 and even circled it in the picture where it said Included accessories. (Their website has been updated since then and included accessories has been removed, so luckily I got the screen shot on 12/11 as proof). So now I have 2 issues. 1st, it shouldn't take over a month to fix an issue and 2 tries. I am wasting my time going back and forth over email b/c there is no phone number for a customer rep. 2nd, now you are falsely advertising and trying to cheat clients out of what they paid for. If it says I should be getting certain items and I paid for it, how is it a courtesy to send me what I rightfully paid for? I asked Mary on 12/31 for a supervisor or *** to call me by end of day 1/2/20 (taking into account they had New Year's Day off). She said *** the owner would call me. I did not hear from him by 1/2/20 end of business day like I asked. With the lack of customer service I experienced, I am not a bit surprised. This is a company that makes products for infants/toddlers and families. You would think they would be more empathetic and more willing to help fix their own mistakes vs trying to make excuses. Blaming the shipping carriers or claiming they were doing me a favor by sending it as a courtesy is not owning your mistake. Yes I do understand once they ship it, they can't speed it up (unless they chose a faster more costly shipping method to begin with for escalations). My opinion is that since you are an online only retailer, getting the product in your consumers hand is part of the entire sales process start to finish. To respond back and say we shipped it faithfully, sorry it's taking so long, but there's nothing else we can do is a bad response in my opinion. Since it's such a small family run business, the staff should be trained better and especially know your target audience (parents with kids!!!). A little empathy goes a long way when your dealing with parents with younger infants/toddlers. I really hope they can learn from these mistakes to only get better and give a great customer experience to other parents going forward. I truly wish you all the best in the growth of your business.

Problems with customer service/delivery/product issues
Problems with Product/Service & Delivery Issues

Stroller has been in the "processing" stage even when I paid for the stroller when it was still in stock. I paid for the Zoe XL1 Best open box in black on Monday September 23, 2019 while it was still in stock I even took a picture of the website to prove it was in stock. The tracking number doesn't update daily like it says it does. I'm very worried because your website claims to have fast and free shipping and I need this stroller ASAP like tomorrow or two days tops to be able to attend this trip with my baby. Please RESOLVE THIS ISSUE and send me my stroller if not give me my full refund! The Zoe website states, "All in-stock products ordered Monday - Friday from our website or directly from ZOE will ship the same day your order is completed as long as it is placed before 12pm if your order is placed after 12pm EST, your order will ship on the next business day." This would mean that my stroller would have shipped and delivered by today, September 25th. THIS CLAIM IS URGENT as I need the stroller and was promised via your website claims that you have fast shipping and my family and I are going on a trip and need that stroller urgently. Please send our stroller and resolve this. Absolutely nothing on the tracking number is updated on a daily basis I've been checking the past two days and still nothing. Please contact me because it's close to impossible to get ahold of you guys with no email or phone number provided for customer service!!

Company keeps lying about a replacement part for faulty product.
I purchased the Zoe XL1 stroller in June as a secondary stroller. We lightly used it a handful of times for a month before the front right wheel began locking up, rendering the stroller unmoveable. It would not unlock despite pushing back & forth the only way was to bend over and re-align the wheel. The wheel would promptly lock up again after moving. Basically, the stroller was completely unusable. I put in a warranty claim along with videos to show the issue. Customer service "Mindy" replied and stated, "We have the requested parts on the way which should fix the issues. They are being sent via priority mail and should arrive within 2-4 business days! :) " I waited a full week and nothing arrived in the mail. I sent another email to Customer Service requesting a tracking #, thinking perhaps the wheel got delayed or lost in transit. "Mindy" replies and informs me that the wheels are on back order. I waited another week and asked for another update on the wheel status. "Mindy" replies with "We expect the wheels to be restocked in a week." So I wait a week and nothing, so again I email asking the status. "Mindy then replies, "We expect to have the wheel on the 16th." UNBELIEVABLE. By this point, it has been over a month since my initial claim. I wait until the 16th and request a tracking # because the last email stated the wheel would be available on this date. "Mindy" replies with "The wheels are to arrive into the warehouse this week." So again, I have been LIED to. I have zero fait in Zoe at all at this point. I paid a premium price for a poor product and even worse customer service. Either repair, replace, or refund me for a faulty product.

I've never reviewed a business on Revdex.com's website before. I really don't like leaving negative reviews in general. Mistakes happen, and most of the time, businesses don't deserve to have their reputation tarnished by them. However, even honest mistakes don't justify bad service. I ordered a stroller listed as an open box item, in the color "noah gray." It's important to note here that the brand strongly stands behind their open box products (in theory), stating that they are "like new" items that have been thoroughly checked over, and have the same warranty and return policy as new items. Unfortunately, the stroller I received was purple, even though the box was clearly labeled "gray." We first tried calling customer service, but after listening to a long message, the phone disconnects with no option to leave a voicemail. If you look at the other comments (listed under the "Complaints" section on this website), you'll see that this is an on-going issue.

Since we weren't able to call, we next tried e-mailing them about the issue. However, the response was so short and confusing, I wasn't sure if the customer service rep fully understood the issue. Generally, when a company makes a mistake, their response starts off with some kind of apology and an attempt to show some empathy for inconvenience or frustration experienced by the customer. The response we received stated we could fill out the standard return form for the product (which involves agreeing to pay a $20 return fee), and then watch the open box page for a future re-stock, as they would not be able to send us the stroller in the correct color. In what world does a company send you the wrong item, and then refuse to send the correct one even though they have it in stock? I'm pretty sure they would not have taken this stance if I had purchased the stroller as new and not open box. Now, I can understand that the open box strollers are already discounted and they didn't want to lose even more money by sending us a brand new replacementbut this was their mistake, not mine.

We thought maybe the rep was confused, and thought we had ordered the wrong color by accident, so we attempted to clarify that this was the company's mistake. At this point, we also listed three things we would like to happen: 1) to receive an apology for the company's mistake, 2) an offer to receive the item in the correct color at the price already paid, and 3) a no-cost return label for the incorrect stroller. I also asked that they please call us to resolve this, since the e-mail responses were agonizingly slow and seemed to be creating a lot of confusion and frustration for us that would've been easily avoided if we could have asked additional questions in real time. When we received a response, it was almost a copy-paste reiteration of the original response, this time with a very short apology for "putting the wrong color stroller in the box," and a very curt acknowledgment that they would not charge us for the return. No explanation was given for why we could not be sent the correct stroller (even though this resolution was offered to another open box customer in a previous Revdex.com complaint dated 1/25/19). We also received no explanation for why we could not speak with someone on the phone.

I filled out the return form as instructed, which still required me to "agree" to pay a $20 fee they supposedly won't charge. But I'm not very reassured of this, given the low competence of the customer service rep. I would be satisfied with this outcome (stroller refunded but not replaced) if the rep had responded with an apology (without being asked for one), and been clear that we would not be charged for the return. It would've been icing on the cake if they could have offered to send us the first open box stroller in gray once it became available, or offered to credit us the mother's day discount we received on a future purchase one more open box stock became available. I feel that these are reasonable suggestions they could have come up with on their own, and I as the customer should not have to point them out. I am sure they will respond here with some rosy, apologetic message about how they are just a "small, family-owned" business learning and trying to do their best (even though they couldn't be bothered to give me more than a 2 line reply to any of my e-mails). However, I've supported plenty of small, family-owned businesses. This one is the exception, not the rule. Most are capable of providing service beyond the bare minimum required by the FTC.

Never received in stock products according to shipping guidelines posted on their website and was already billed to our credit card.
I have tried numerous times to email and get in contact with someone about an order I made on April 17, 2019. However, despite the average 48-hour response time and shipping guidelines, I have NOT received anything; no shipping confirmation or even some sort of communication about a possible delay; NOTHING. But my husband's credit card was charged immediately for the in stock items I ordered. I am incredibly frustrated with how hard it's been to check on the status of my order and am disappointed with the false timeline/guidelines posted on their website.

Please ship my item or refund my money
Hi! I placed order #XXXXX on April 9th, the day you also charged my credit card. Since then, I have not received any shipping information nor have received the stroller that I ordered and have been charged for. I have emailed Rachel and she has not gotten back to me. I also have called and tried to leave a message but your voicemail box seems as though it is not taking messages at this time. Please get back to me about this issue.

Stroller has been in the "processing" stage even when I paid for the stroller when it was still in stock.
I paid for the Zoe XLC v2 Best open box in black on Wednesday April 3, 2019 at 1203 AM (00:03 PST) while it was still in stock (order #***, I also took a screenshot of the website to prove it was in stock). The Zoe website states, "All in-stock products ordered Monday - Friday from our website or directly from ZOE on ***, will ship the same day your order is completed as long as it is placed before 12pm EST (eastern standard time). If your order is placed after 12pm EST, your order will ship on the next business day." This would mean that my stroller would have shipped April 3. I did make a mistake and typed in the wrong shipping zip code. I emailed Zoe within the one hour time frame they allow any changes to be made due to their "fast shipping." I never received an email back, even though an automated email ensured I would hear back within 1 business day or 2-3 at most since they are busy. The email also warned to not email again as it would kick my email to the back of the "line." I also called their number (found on their website) where it gave me the same spiel as their website, "We are a family business... please leave a message... blah, blah." However, once the message was over, it disconnects, not allowing any messages to be recorded. A few more days have past and I email Zoe again (April 9) asking for an update. I then check their social media pages (*** and ***) and see comments similar to mine; some even purchased their strollers earlier than I. People have ordered merchandise from Zoe and have not received anything, even when Zoe processed the payment right away. 3 business days later from the 9th, still no response. I also checked the Zoe website April 11, and noticed they changed the name of their XLC stroller (indicating they were online and could have seen the complaints on their social media pages) and finally the XLC section said the open box options were all out of stock. I would not have complained if I had received even just an update on their website stating there would be a delay of some sort. Instead, nothing. If I had read the comments on their social media pages, I would have not wasted my time and ordered one. I wanted to support a family owned business. The stroller looked promising but they and their customer service just disappoint.

I ordered a product on March 23rd. My card was charged but item hasn't been delivered. They will not respond to my emails or comments on their posts.
I ordered a high chair from Zoe on March 23rd. I was charged that same day. On my invoice and several places on their websites they at that the product should have been shipped my noon on the next business day. It has not shipped and still says it is processing. I have tried emailing the company, contacting them through their website and commenting on posts via ***. They have not responded. In their automated response to my email and on their website it states that they are a small family business and that they typically respond to emails in 1 business day but that they are extra busy right now so they are taking 2-3 business days to respond. The first time I tried contacting them was April 2nd and they still haven't responded. I've done some digging on the FTC's websites and it stated that the company should have shipped my product if they charged me for it. I understand they are a small family business and that life happens but they cannot charge me and continue to ignore me. Explain what's going on. My order number is ***.

order has not been delivered, not even processed, however, payment was taken immediately, and emails to company have gone unanswered.
order #XXXXX was placed on 04/04/19. Payment was processed immediately because according to *** they need to process payments and orders quick to have products delivered fast. However, on my order, the status shows as processing and I have obviously not received my order which was a Zoe xlc best v2-red, Zoe stroller add-on carry strap (2 pack), and Zoe xlc v2 storage bag and backpack. I have made an attempt to reach the company via email but I have not received a response. The Company does not follow their timeframe guidelines. Not for Oder processing, not for email inquiries, and definitely not for product delivery.

Received the wrong item, notified company of wrong item received, unable to receive a response any emails. Unable to reach company via telephone
Purchased a Zoe double stroller xl2 v3 em, received item number xlX XXX XXc, which has a completely different stated weight limit than the item I ordered. Multiple emails sent to provide information regarding the discrepancy, with no response received. I am unable to contact the company directly or leave a message to speak with a company representative.

Ordered a stroller on March 31 and payment was immediately processed. Despite the company's quick shipping policy, I have yet to receive order.
I purchased a stroller on March 31 for an in-stock item (order #XXXXX), but have yet to receive notice of shipment. The company states they process orders extremely quickly, so when I did not receive any shipping notification, I contacted the company via email to inquire. I did not receive a response, even after waiting several days. I sent a message via Facebook and still no response. I emailed yet again and of course, no response. It is now April 8 and I am frustrated with complete lack of customer service. I paid for a product , but have received nothing.

I bought 2 products from Zoe, I was charged, they never delivered and stopped responding to my inquiries.
I bought 4 items from Zoe on march 23rd, they charged me for all of them. They only delivered 2 of the items. When I asked about the other 2, they stopped responding. I even asked for a refund for those products and no response to date. order number: XXXXX. Missing products: zoe xlc v2 backpack and zoe xl1 rain cover.

I have two strollers to return in 3 boxes. I need 3 labels to return these strollers, but only was provided with 1 from the site and another 1 label.
I purchased the tandem stroller, ZOE XL2 BEST v2, and belly bar on 13Feb2019 Order #XXXXX. I changed my mind and didn't even open the boxes. They were received in 3 separate boxes.

I attempted to process a return online on 24Feb2019 as per company policy. I received one label on 24Feb2019. However, I specified that I needed 3 labels for the 3 boxes. I reached out to customer service again and received 1 label on 27Feb2019. I emailed again on 27Feb and 04Mar and have not received any replies back. Phone calls go unanswered.

I ordered a tandem stroller, but only half the stroller was shipped.
I ordered a tandem double stroller, but I only received the back portion. A shipping label was created for both pieces on Feb 20th, but the second was never shipped. Ive been writing customer service and theyve been responding saying they are looking into it or that they are shipping the tandem piece today, but that hasn't occurred. It is order #XXXXX. It should not take 10 emails back and forth with customer service for a missing item to get shipped.

Still awaiting stroller & not customer friendly.. paid for 2 day express shipping .. difficult contacting.. not able to call ..
I placed this order Jan 29/2019 @ 9am ( roughly) I purchased the double stroller XL2 BEST (black) ( open box) for 179.99 & the stroller bag for 54.99 plus taxes & additional charge of 19.99 for express shipping-- total charge of 240.47...I received an email stating I only had an hour to change anything ordered because they are very quick with processing and sending out the product. After a day of not receiving a tracking number I contacted via email .. several hours later I was told my order was being looked into, I then replied ( Wednesday Jan 30) I hope it will be here by tomorrow because I leave for Disney this weekend -- when will I be aware of the time frame of which I will receive this item? On jan 31 I received an email stating my item had not been shipped and was waiting to hear back from operations I responded with the same question when will I be getting this product and the urgency of knowing .. these emails were sent in the am -- I did not get any updates on this issue -- now as one would know traveling with children is stressful enough & let alone thinking of going to Disney with no stroller... I then re-emailed , *** and *** this company, IN ALL emails I left a phone number. I also attempted to call the number that automatically goes to a machine and hangs up at the end not allowing for a message to be left. I then decided to use another email address, I did get a reply -- the person although plesent via email was not identifying still when I would receive a package, informed me it was a warehouse issue and it was being sent today .. I then repeated myself about leaving to Disney and coming from Canada to pick up the product and was informed I could have overnight shipping and/ or change the address ... I have now emailed 5 times with no response ... IF my package was in fact being shipped today and the customer service person wanted to help to ensure I received the package bye offering different services would they not look for my response to the question -- I emailed less the 15 mins after the email was sent .. I now leave for Disney this Sunday and I have no stroller .. I have two young children ...... customer service needs to improve & needs to be more accessible... I am an understanding person and issues happen .. when identified it should be dealt with promptly and efficiently to relieve the customers stress.. I have spent all day refreshing my email for a response and direction .. that is unacceptable. If they would have just called to establish a plan this now would be taken care of... I'm extremely unimpressed and was very excited to receive this stroller & carrying bag.