ComplaintsforAlbee Baby

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a crib from Albee baby and I asked to cancel the order but they shipped it out anyways. I requested for a cancellation or a refund instead they want to charge me $75 for shipping and $150 for a return when I had emailed to cancel the other. Im willing to send it back, just want a full refund.

  Business response

  07/26/2022

  Customer called after merchandise shipped from the manufacturer.

  Return policy  (attached),    states order cannot be canceled after shipment,  all furniture returned receive 30% restocking fee applied to refund.

  Order Confirmation email (attached) sent on 7/9/2022, states order cannot be canceled after shipment.

  Order shipment email (attached) sent on 7/19/2022 @ 9:22am, states order can no longer be canceled.

  emails (attached) correspondences.

   

   

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we made an order 5/22/2022, Sunday, and decided to cancel it before it was shipped, so I sent an email to cancel it. But in the morning of Monday, 5/23/2022, they still shipped it and telling me it is my fault to order it on Sunday because they dont work.

  Business response

  05/27/2022

  Customer was fully refunded 5/27/2022

  Customer did in fact email ** prior to shipment to cancel order. Unfortunately, their email went to spam.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car seat on 4/20/22 for $640.62 from Albee baby. On 4/22/22 my family and I evacuated our home in ********** ** due to the hermits peak wildfire. The package had not been delivered as it was stuck in *********, **, also majorly impacted by the fires. I emailed Albee baby on 5/1/22 asking what can be done about the situation, they responded with reiterating the information that was on the tracking, that there *** was aware of the situation will make adjustments a message that had been posted on the *** tracking website for over a week. I replied and expressed that was very unhelpful (couldnt they have offered other options? Im so stressed), and I asked for a refund and for the package to be returned to them. They agreed and according to the tracking now the package is being returned but because of this natural disaster it is still in ********* at the *** facility. When I inquired about the refund they say they wont issue a refund until they receive it. I have pleaded for an immediate refund given the circumstances and they have not responded. I have two small children and we are displaced indefinitely, the fire perimeter is right at my house according to the fire map, and suddenly this chunk of money is very important to me. Surely, they can give me my refund based on the circumstances and the information. Surely, they cannot legally refuse me a refund if the package is stuck or lost due to a natural disaster. Any help is greatly appreciated.My order number is ******** The tracking is ******************

  Customer response

  05/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother ********************* purchased the **** **** Plus infant car seat and Maxi Taxi Stroller base from my registry on ************* in September. My baby was born in November (which is when we opened the box) and realized there was a white powder substance coming off from the canopy. We contacted Albeebaby once we realized it was excessive and an issue with the canopy not dust and they refused to replace the car seat. I asked to speak to a manager and a manager never called me back. I was told to contact warranty. It is so bad that even after washing the cover it stained and then continued to shed the powdered substance. I wasnt asking for a refund, I was asking for a replacement of same brand different model and would have gladly paid the difference. Or same brand different model and if cheaper would have taken the loss as long as my baby was safe. **** **** warranty has replaced the cover and we are still having the same issue. The item was almost $300 and that is too much money to lose out on and Not sage for my babe to inhale the debris. They now are promoting the same model Chem free on their website which means my baby is inhaling chemicals and they wont do anything about it. This car seat should be recalled. I would like Albeebaby to send me a new car seat CHEM FREE for the inconvenience, poor customer service, lack of communication, and subjecting my baby to toxic chemicals which they do not know what future issues this can cause.

  Business response

  01/19/2022

  Product is covered under the manufacturer's Warranty.

  Product does not comply with our Return Policy. Item is used and customer does not have original packaging.

  The manufacturer has replacement canopy for this product. All **** **** products meet or exceed all safety standards.

  **** **** has no record of contact by this customer regarding any warranty claim.

  Customer has again been guided to the manufacturer for recourse.

  Attachment contains all emails, Return Policy, contact with the manufacturer, etc.

  Only conclusion is Buyer Remorse.

  Customer response

  01/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Albeebaby is not taking accountability for selling a defective item nor are they assisting with correcting the issue by replacing the item. I understand they no longer have the item in stock (as it has been discontinued), however they could have offered a different one (same brand different model) It is not buyers remorse as that would entail me asking for a full refund at the initial point of contact. I didnt want a refund and was willing to pay any overage for a different car seat but the only option I was given was to contact warranty customer service. 

  I am appalled at the level of professionalism with the individual who took notes stating she  said she had read reviews about this seat and heard it was bad, she should have listened). First, the individual who took these notes did so terribly and needs to work on verbiage. Let me clarify, I read the reviews after I noticed the white substance falling from car seat. Had I been aware prior to it being gifted to me I would have decided on a different car seat. Albee baby filters negative reviews as I have left a review on their website and it does not appear. 

  Yes the car seat was gifted to me in September, but was not opened till my daughter was born. Had I known there was an issue I most definitely would have reached out prior. You are guaranteeing safety, but when I took my daughter to the doctor her doctor did say it can effect the respiratory and the car seat should not have any substance of any kind coming off it. Matter of fact, you are not even aware of the long term/future affects it could have an the childs upper respiratory system. Your return policy lacks leniency to those customers with a registry item. Usually when something is on a gift registry it is not opened right away especially when planning for a new baby as this takes organizing. My husband opened the item when we needed it and discarded the box because he did not realize there was an issue, his concern was picking us up from the hospital after being discharged from delivery of our newborn. We did not save the box because before we realized there was an issue we had NO intention on returning anything. The issue is not something you notice immediately upon opening or my husband would have mentioned it. 

  Lastly, you are caught in a lie because you state that **** **** replaced the canopy, but there is no record of warranty claim. How would warranty replace something with no claim. In fact, I have the email that was sent to my husband when they replaced the canopy which is still having the same issue with a white powdery substance falling off of the canopy all over the car seat (see attachment) 

  Yes, I did reach out a month later to the better business bureau because I had hopes that Albeebaby would make this right. I was giving the company time to resolve this without having to get to this point. 

  Albeebaby you are being dishonest and your claim of buyers remorse is absolutely false as I have tried to keep business with you wanted to avoid taking it any further than it being resolved between you as the merchant and myself as the customer (gift receiver).

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  01/25/2022

  Customer is not entitled to return or replacement per our Return Policy.

  Customer is entitled to recourse through the Manufacturer's Warranty.

  Customer did not respond to our email request for requested documents showing correspondence

  between them and the manufacturer, of which **** **** indicated there was none.

  Please see all documents from our original response.

*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. ↩