Complain about a product or service

Baby Trend

Ericah of Torrance, CA August 11, 2009

I recieved a Orange Oak High Chair as a gift for my baby shower. at 6/7months old (2month of use) the mechinism that controls the height of the seat failed and would cause the seat to drop to the floor while my child was in it. I contacted the company and the provided replacement parts.

When my son was 8/9months old (4months of use), his arms continously got caught the space between the legs of the chair and the tray. I became concerned that he may injure himself one day trying to get them out.

When I contacted babytrend, they said that they needed a picture of my son with his arms caught in the space. I thought that it was an interesting request being that once they recieved the photo, they would still (per the lady who answered the customer service line) need to re-create the incedent at their head quarters. I asked if they would at least document it so that other parents could be aware, they said that they would.

My son could have potentially injured himself on this product in either case is my primary concern. I have to now repurchase a new high chair as I feel this chair is not safe, that will be the financial burden but it must be done.

Megan of Staatsburg, NY July 18, 2009

I bought the Baby Trend Expedition Jogging Stroller at Babies'R'Us in April of 2009. After only a month of use, the front swivel wheel became wobbly and completely unusable. After looking into it, I found that the peice the company refers to in their pamphlet as the "wheel housing" is bent and broken in two. I have went on the babytrend website to order the part, only to be told that "parts for this item are not available online- please contact customer service."

I have been trying for nearly two months now to get thru to customer service via telephone. I have saved the number in my house and cell phone, and call frequently thru out the day. I have never gotten thru. I am placed on hold for about 10 minutes each time, then I am told to "call back due to high call volume at this time." The stroller is useless without this part. Not to mention the fact that the stroller does not even fold compactly enough to be stored in a car trunk anywhere else, it is just taking up a large amount of space in my house and I cannot even use it. I went to local hardware and bicycle shops hoping to be able to find this part, but have been told these peices are made very specifically for the company, and the only place to get a part that will fit is thru BabyTrend. I have recently went on the webpage and sent request via e-mail, I have not yet received a response. Hopefully someone will get back to me.

It is completely unfair that we purchase a product, and cannot get through to a representative to get a replacement part needed due to their faulty and malfunctioning product. The stroller was very expensive and I would have probably gotten more use out of a 10 umbrella stroller at this point. I will not reccommend BabyTrend to anyone.

cheryl of Cincinnati, OH July 15, 2009

I purchased two Babytrend playards in April 2009. The first model I had originally picked was nolonger availabe so I purchased their newer model. I was very excited about having this product with what it had to offer. However, one of it's parts,the musical/nightlight,although shipped in its own (damaged) box within a larger box for the playard,also arrived damaged.

The musical/nightlight when moved made a rattling noise. We knew this couldn't be good since we had another playard for comparison. I immediately called Babytrend. Their rep said the item was on backorder. I have since spoken to the same rep as well as a second that made the claim that the damaged box/musical had become a common problem & the item was still on backorder. It has been over 3 months & we have not received our replacement parts. The reps nolonger answer the phones or emails. I thought I had researched this company & their products well before making any purchase. However, due to their lack of CUSTOMER SERVICE,I have since investigated further & found many similar complaints. I will nolonger recommend this company or it's products! Use your money wisely elsewhere.

David of Waukesha, WI June 15, 2009

Expedition Jogger Stroller. After only a couple months of use, the cartridge bearings used on the front wheel/fork assembly failed causing the stroller to be totally unusable. Have tried calling the company for replacement parts and sit on hold for ever, and have not gotten an answer. Have seen other similar reports of this. Will not ever purchase a baby trend product again. Very poor quality. Expensive stroller rendered useless until replacement parts can be found.

Odete of Bronx, NY June 26, 2009

I purchased a Travel System Stroller (Mesa Stroller)by Baby Trend. I just started activley using the stroller about 3 weeks ago and it closes shut while my daughter is still in it. The last time it did it to me my daughter pinched her finger. When I called I was told they would repair the stroller but that I would have to send it in and be without a stroller for 3 weeks.

As a result of having to send in the stroller to be repaired I now have to purchase another stroller and then be stuck with two strollers when the company should have just refunded me my money.

Alexandra of Albert, KS May 19, 2009

My mom purchased the Ranger EZ-Flex Infant Car Seat Model# 6577F as a babyshower present december. My biggest complaint about this is that the handle gets locked and i have to struggle to unlock it. I have hurt my wrist trying to do this. I am so frustrated because when I am trying to get my crying 4 mo old baby out of the darn thing I cant!! My poor baby has bumped her little head on the handle and I have been calling the company since last week and no answer.

I was on the phone today for an 1hr and no answer. I tried option 1 and 4 and 0 for operator and no one would answer. What kind of customer service is that? I really want to SUE them because this is an Infants little life and what if there was a major accident and i could not get my child out? I want to talk to the person who made this carseat or the president of this company because while they are sipping on pina coladas and swimming in their consumers money, many mothers out there are extremely worried of their childs well being.

Audra of Mattoon, IL May 4, 2009

I have been trying to contact this company with information on a defect and a replacement part. I have called for 3 days and stayed on the line for as long as 20 minutes. STILL no answer. I have no idea what to do to resolve this matter. This company is horrible and I will be telling everyone that I know!

Melissa of Nampa, ID May 1, 2009

I was taking my 4 month old on a walk and all of the sudden the back right tire comes popping off and rolling down the sidewalk. The stroller jerked and caught me off balance. I have had the stroller for only 5 months and should be in better working condition.

I would not recommend this company to anyone because they are not willing to work with me as far as getting a replacement. I have sat on hold over the phone for 45 min for two days in a row now. Ridiculous.

Now the company wants me to purchase another stroller. They are out of their mind.

Amy of Youngstown, NY March 24, 2009

I purchased a stroller without a tray on it, however found that the baby trend tray, which appears that you can purchase it on the baby trend website, would fit. When I called the 800 number for Baby Trend the first time, the phone rang aprox. 15 times before someone in customer service answered. I explained that I wanted to purchase the tray and was told that I had to have the make and model number of the Baby Trend stroller in order for them to process any type of order. I stated that I would call back.

When I tried to call again later, the phone rang and rang, but nobody picked up. Therefore, I sent an email through the website explaining that I wanted the tray for another brand stroller knowing that their tray does fit my stroller (a friend has the tray). The response that I got stated that they would not sell me any parts because I did not own a baby trend product?! Needless to say, after reading other comments and having such poor customer service for a potential customer, I will never order anything from this company and will find an alternative to what I am looking for.

Kristina of Brewster, WA February 4, 2009

I recently seen that the carseat that I have has a recall. Ive tried to contact Baby trend during their operating hours at the number listed and my calls are NEVER answered. I chose every option just to try to speak to someone about getting a replacement base for my childs carseat that has been recalled. This is POOR customer service not to mention POOR safety to its customers.

Im upset that they put a recall but don't do anything to help. Getting all the bad product off the market and assisting their customers should be their number one priority.

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