ComplaintsforStrolleria

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to return a defective car seat and the ******** Service agent ********* was condescending and rude. I sent everything I needed and she refused to return it with full credit. I have never dealt with such rude condescending people in my life, all I want to do is return a defective car seat and she is being difficult and making me jump through hoops.

  Business response

  03/12/2024

  We have strict return standards and practices as outlined by our manufacturing partners and federal regulations that we must abide by.  This appears to be seen by the customer as jumping through hoops, when in actuality, it is our standard return process that we make everyone follow.  There is a completely different process surrounding the return of a product that a customer simply does not want as opposed to an actual product defect.  Federal regulations prohibit the re-sale of an opened Car Seat, so if a customer simply does not want the product, we need to do our diligence and abide by the process that is clearly outlined on our website and was clearly communicated to this customer.  If there is a defect, we are required to route this through the manufacturer of the product.  This is because the product is covered under a warranty that protects both us as a small business and the customer from a financial perspective.  Also, if it is a defect that could impact other products, it could warrant a recall.  

  These policies are not in place simply as an effort to be difficult.  

  In reading the chats, it is quite clear that our customer service team was simply trying to figure out which return pathway to follow and if a defect was truly at play so we can be prepared to escalate to the manufacturer.  

  In terms of resolution, our team has issued a return label to this customer.  Once we receive the product back in our warehouse, we will issue a refund.  One caveat: since it appears the customer has filed a chargeback, we will not be able to issue a refund via our platform upon product receipt.  The chargeback process occurs between the customer's bank and our store, which can take a few weeks to complete.  Either way, the customer will receive her money back.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a cover from this company and after a vacation where I did not use the cover, I requested a refund of the item which is BRAND NEW and still in it's original wrappings and box.I have responded as they required for a refund with pictures showing the product's new condition and provided the order number as requested by the company.Those requests of me were included in an email, after my initial request to return the cover, with a lot of cautionary statements that they do not accept used items and also a list of their charges for returns.However, my return is still new in original packaging.After sending those pictures to them and emailing them constantly every 2 days, they are TOTALLY ignoring my emails.I know they are receiving them because my email account informs me that my emails were received by their ************* unit.

  Business response

  12/14/2023

  Hello, 

  We have sent **************** an email response to each inquiry she has sent us regarding a return.  She continues to send ** new emails intiiating this process to begin again, which we participate in.  We have even sent her return details as well as a return label.  We even sent her a brand new email again with all of the previous screenshots showing our responses as well as a new label.  There are a total of 6 different threads that happened by her, and each one has at least one response from us.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a bugaboo stroller from this company and when I received it, it was not what I expected it to look like/not what I thought I ordered so I wanted to return it. I returned the item and no longer have it in my procession. The company apparently received or claims to have received something entirely different and won't issue me a refund however I do not have the item anymore as I returned it and clearly there was a disconnect somewhere in transit

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/16/23 I purchased a nuna pipa travel bag that arrived in original packaging for $162.32. Upon arrival, I decided that I did not need this product and returned using **** and paying for my own shipping. Upon receiving the product, strolleria issued a refund on 1/31 that is not posted to my bank account and they automatically deducted $12 for the ***** label they provided but that I did not use. I have contacted strolleria that I would like the $12 refunded as I am being charged for services not used. Based on other reviews, I have low confidence that this issue will be remedied.

  Business response

  02/17/2023

  Hello, 

  
  

  My name is ***********************, and I am the *** from Strolleria.  

  
  

  You are correct.  We mistakenly deducted the $12 from your original refund as we thought we were providing the shipping label.  My apologies for that.  

  
  

  Once we found out, we refunded the $12 back to you.  That occurred on Feb 1st per below:  

  
  

  • ********************* refunded $12.00 USD using a **** ending in 3475.

    8:22 AM 2/1/2023

    Acquirer Reference Number (ARN): 24492163033000009141997

    
    

    Once again my apologies for the confusion.  If you need anything further, please feel free to directly reach out to me at my contact information below.  

    
    

    All the best,

  
  
  

  *********************** | *** | Strolleria LLC

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, On October 16th, 2022, I paid $1,429.98 to Strolleria for a stroller and car seat. Once we received the items, my wife and I decided these are not the items we wanted and attempted to return them (unopened). Once attempting to return them we saw a fee of $50 for the stroller and $30 for the car seat to be returned with a 30% restocking fee. Once calling to get an explanation on the fees and trying to find a solution I was met with a rude and uncaring attitude towards the subject, almost like this person deals with this complaint daily. I simply do not believe these fees are legitimate and would simply like to return the items to them. Please let me know if there are any additional questions.

  Business response

  11/18/2022

  Hello, 

  This is ***********************, CEO of Strolleria.  I have previously responded to **************** in response to a post he made on *********  In that correspondence, I indicated that our company policy is that we offer free shipping to the customer but we charge a restocking fee to recoup the fees associated with any returns.  As strollers are very large products, shipping is not inexpensive, and as a retailer (and not the manufacturer) our margins are small to begin with.  That's the reason that most retailers in this space have very similar return policies.

  That's the reason for our policy.  However, as I said in my previous communication, I am willing to work with **************** to make this right.  I will offer him a refund for his purchase.  And as token of how importantly we view customer service and customer satisfaction, I will also offer him 10% off on any purchase from Strolleria.  I hope this helps make it right.  

  He can get in touch with us by calling us at ************, going to our live chat on Strolleria.com, or contacting us at **************************************  Simply note in the communication that *********************** approved this offer.  

  Thank you, I apologize for the experience you had with us, and I hope you give us another chance.

  All the best,

  ***********************

  CEO Strolleria, LLC

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Baby Jogger brand car seat from Strolleria (11/10/21) and requested a return within 60 days, in compliance with their return policy. Strolleria provided me a ***** return label to use, and I dropped off the new unopened box at my local ***** shipping location on 12/13/21. The original purchase price I paid was $499.99 and I was informed that return shipping of $30 would be deducted from my refund, so I anticipated receiving $469.99 back. On 12/20/21, I received an email from Strolleria that my refund was processed in the amount of $366.99 with no reason as to why I was being charged more than the return shipping costs. I sent an email to Strolleria customer support the same day, and received a response the next day that I was being charged a 30% restocking fee due to the product being returned in a damaged condition (Missing product tags, original packaging, and original box) along with pictures showing the condition in which it was received. I was astonished to see that the car seat had been opened and repackaged in an unmarked box. I informed Strolleria customer service that this was not the condition in which I dropped it off at *****. They responded that the ***** tracking information did not indicate that the item was repackaged by them, and insisted that I must have returned it in this manner. I absolutely did not open or repackage the item. After this experience, I went online and found numerous other reviews from other customers regarding Strolleria fabricating damages to returned items so that they can charge the consumer a 30% restocking fee. I am so upset that my integrity is being called into question by a company that I have given over $1,000 to on several products over the last year. The one time I had to request a legitimate return, I am being accused of damaging the item and being defrauded of my rightful refund. It is shameful that a company can be allowed to operate in this manner.

  Business response

  01/03/2022

  As of December 28th, 2021, Jessica's order was refunded in full following *****'s confirmation that the return was repackaged in transit. A screenshot is attached confirming initial refund with 30% restocking fee and $30 return shipping fee, then second refund with remainder of order balance.

   

  Thank you!

  Customer response

  01/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I confirm that I received a full refund on Dec 28, and consider this complaint resolved.
  
  Regards,
  
  ******* *******  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩