Dorel Juvenile Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would somewhat be satisfactory to me, I was really hoping for a replacement stroller of same function but obviously thats not going to happen so I guess I have to settle for whats being offered since I am still without a stroller and weeks have psssed since the incident I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedNote, I am NOT satisfied but what else is there left for me to do., [redacted] ***

Ms [redacted] contacted the consumer relations department via email on 6/10/alleging the stroller she had recently purchased was difficult to fold and the piping on the canopy was coming through the fabricShe included a photo of the stroller with her emailThe model number was given as 01274STB and manufactured on 2/8/This is a Quinny Zapp stroller This Quinny stroller model has not been manufactured by our company for more than yearsOur representative asked for a copy of the receipt since the stroller was over years old, and advised Mrs [redacted] if she was uncomfortable using the stroller, due to the issues she was experiencing, to please discontinue use On 6/12/Dorel received a proof of purchase showing the stroller was purchased on clearance for $+tax The original retail price of this stroller was $The newest version of this stroller is the Quinny Zapp Xtra which retails today for $at Babies R US Dorel advised Ms [redacted] of this and offered to replace with a different model or we could credit the toward the purchase of the new Zapp Xtra, but we could not do an even exchange for the new model The consumer alleges she returned to the Babies R Us to see if they had any others on clearanceShe advised Dorel the store did not have any more of this inventory either Dorel, in the spirit of compromise, offered to exchange for the CV131MCK model, which retails for $or a cash refund of the $she originally spent which ever she preferredMrs [redacted] was advised this offer was good for days to give her time to consider her options and let us know her decision Ms [redacted] did not respond to our offer Upon receipt of this notice, the Product Specialist reviewed the record and has issued a refund for $that Ms [redacted] spent for the stroller as shown on the receipt submitted from Babies R US I have attached the service request details record as well as the email correspondence for your review [redacted] , CPST Dorel Juvenile State St Columbus IN

Technician contacted Ms [redacted] once we received your letter regarding the stroller Ms [redacted] alleges they have been having issues with the tires loosing airMs [redacted] also states they were pushing the stroller over a bump and the stroller seat raised on one side Ms [redacted] states this allowed the child to bump her head on the side of the stroller seatMs [redacted] states the child did not require any medical treatment Ms [redacted] states after she had this experience she noticed the stroller seat will not attach to the frame securely The Product Technician has arranged the pick of of the stroller to bring back for our quality team to reviewWe have also ordered a replacement stroller Ms [redacted] agreed to this resolution Ms [redacted] was pleased with the resolution and pleased that Dorel is following up with a Quality evaluation of the stroller Warm Regards, [redacted] Dorel Juvenile State St Columbus, IN

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThey did indeed try to contact me but our daughter has a serious infection post surgery and was in children's hospitalI have tried them back three times including leaving a voicemail this morning on the 4th attempt Regards, [redacted]

Dorel Juvenile Product Specialist reviewed the service requests and record for Mr [redacted] upon receipt of this notification Mr [redacted] first notified Dorel on 05/09/2016, regarding a walker model WA057CJS, manufactured by Dorel Mr [redacted] stated his son, who is months old, could not reach the floor in the walker, in its lowest positionOur representative explained that this is not considered a manufacturing defect that would be covered under the warranty The same day, 5/9/2016, Dorel received notice of this complaint, requesting a refund or exchange for the same reasonIn the spirit of good customer service, Dorel reached out to Mr [redacted] to gather a bit more information and offer a resolution Mr [redacted] provided the information, and confirmed the walker was in its lowest position per the instructionsMr [redacted] accepted the offer of a replacement walker of a different design Prior to placing the order, Mr [redacted] asked for the seating height for this walker, which is inches from the seat to the floor Mr [redacted] accepted the offer and an order was placedA follow up email was sent to Mr [redacted] with the order number and expected delivery time frameI have provided my direct contact information for Mr***, should he have any issues with the replacement walker Warm Regards, Marilyn [redacted] , CPST Product Specialist Dorel Juvenile [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] The company has taken care of replacing the car seatOnce I was in direct contact with them they resolved the matter in a very timely manner!

Upon receipt of this notice, on 02/17/the Product Technician called the telephone number provide on the report, but reached a voicemail boxA message was left asking the consumer to please contact us regarding the situation with the stroller The Product Technician checked our database and we have no records that Mror Mrs [redacted] have ever contacted us to ask for any type of resolution On 02/18/the Product Technician called again, and spoke to Mrs [redacted] who stated she was unable to discuss the issue at this time as she was drivingThe Product Technician provided Mrs [redacted] with our contact number for a call back On 02/22/a third attempt was made to contact Mrs [redacted] This time the Product Technician received a message stating that the mailbox was full and a message was not able to be left but had an options to enter a SMS, the Product Technician entered the phone number for a call back On 02/22/per our policy, a letter was mailed to Mrs [redacted] asking to please contact us regarding this matterOnce Mrs [redacted] contacts us, we will do our best to resolve her concerns I have attached a copy of the letter to Mrs [redacted] Sincerely, Anita [redacted]

from="590.9pt,236.65pt" to="590.9pt,259.5pt" strokeweight=".25pt">
Ms*** contacted the Consumer Relations Department via
telephone on 6/26/alleging the stroller she had recently received was
damaged when she received itThe model number was given as CVAQB and
manufactured on 06/15/This is a Quinny Senzz stroller
This Quinny stroller model CVis not
currently being manufactured and is not in stockOur representative asked for
a copy of the receipt to validate the warranty, since it was manufactured in
Ms*** submitted the receipt on 06/26/
via emailDorel received a proof of purchase showing the stroller was purchased on clearance for $(This stroller
originally sold for $299.99)
Dorel emailed Ms*** an offer to send an exchange letter for
an online voucher for $which can be used on our Safety 1st website
Ms*** contacted Dorel on 06/27/stating she was not
satisfied with the offer which she receivedMs*** was then offered a
refund for the purchase price of the stroller of $or was given the
option to upgrade to a different Quinny strollerShe was advised there may be
an upgrade feeMs*** advised she was not happy with these options but
agreed to accept the refundDorel sent the exchange letter by email on
06/27/
On 07/02/the Product Technician
contacted Ms*** upon receipt of this noticeMs*** advised she was
not satisfied with the offerShe was offered either a Maxi Cosi Kaia stroller
or a Maxi Cosi Mila strollerMs*** stated she likes the Quinny Zapp Xtra
stroller but is not able to pay the upgrade fee of $(The retail price
is $349.99) The Product Technician offered the Quinny Zapp Xtra stroller for a
discounted price of $plus shippingMs*** was satisfied with this
offerThe Product Technician has arranged the pickup of the stroller and
placed the order for the replacement stroller
Ms*** was pleased with this resolution
I have attached the service
request details record
*** *** CPST
Product Technician

Revdex.com:
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 just want to add that even though the company has agreed to send a new car seat at no charge that this was NOT made clear to us when both my wife called originally as well as on the phone to me (They said they would make an exception in this case) but usually they charge $charge no matter what (as per recorded phone conversation) even in the letter that was sent by email to dispose of the old car seat it clearly states that you have to send back the old one first then they will ship out the new one So yes we are satisfied with the outcome however I want to get the facts straight first Thank you
Regards,
*** ***

Dorel Juvenile Product Specialist reviewed the service requests and record for Ms*** upon receipt of this notificationWe did, in fact, find two emails from Ms***, that had not yet been responded toWe immediately reached out to her, and apologized for the delay(the first email
was sent on the Memorial Day holiday, which led to a lag in our response time.)We were able to arrange to expedite a refund as she requested for her car seatsMs*** followed our instructions, with sending the items we needed including her receipt and the signed letter agreeing to dispose of the seats for warranty purposesDorel strives to provide exemplary customer serviceThe warranty on the car seat is a two year warranty from the date of purchase with a copy of the receiptMs*** corresponded with us via email, and is pleased this situation was resolvedWarm Regards,
Marilyn B***, CPST
Product Specialist
Dorel Juvenile
m***@digusa.com

Mrs*** contacted the consumer relations department via email on 7/8/alleging the car seat she had recently purchased was damaged
""> The e-mail included the serial number and manufacture date, but did not include the model number.
The Product Specialist located the email, and responded to Mrs*** to let her know where to find the model number on the car seat, and what we could do to remedy the situation for her
On 7/14/14, the Product Specialist received an email with the additional information, as well an alternate telephone number to call. The Product Specialist called Mrs***, and offered to have the car seat with the damaged headrest returned to our Quality Lab at our expense. We also offered an online voucher so that Mrs*** could order the car seat of her choice from our website.
Mrs*** agreed to this resolution
The return labels were mailed and the online voucher for $has been issued
Mrs*** was pleased with the resolution and pleased that Dorel is following up with a Quality evaluation of the car seat
Warm Regards,
*** *** CPST
Dorel Juvenile
State St
Columbus, IN

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The reasons I do not accept their response is, I provided proof that the seat was damaged I registered my product with them when I purchased it I bought their item from an authorized dealer in Canada I explained to them that I followed their instructions to install the seat The seatbelt broke when tightening the belt as advised in to do in their instructions I explained that it is reasonable that a customer needs to transport their child and thag waiting for their business to open and ship a replacement is not reasonable I explained that our confidence in their product and its safety was compromised as a result of how easily it broke I did what any reasonable parent would do in this situation, I stopped using the product immediately and replaced it Doral owes us a better standard of care! Thankfully we were not in an accident as who knows if the seat would have failed then The reason the seat was thrown out is because it was not safe I also took care to take it completely apart so that no one would take it from our garbage and use it and endanger their family I still expect to be compensated for their poor product.Regards,*** ***

The product Technician contacted Ms*** once we received your letter regarding the outlet covers
Ms*** Alleges the day after they purchased the outlet cover her month old child could remove the outlet covers
The Product Technician has
arranged the pick of the outlet covers to bring back for our quality team to review We have also ordered replacement outlet covers
Ms*** agreed to this resolution
Ms*** was pleased with the resolution and pleased that Dorel is following up with a Quality evaluation of the outlet covers
Warm Regards,
Anita E***, CPST
Dorel Juvenile
State St
Columbus In

Mrs*** first contacted Dorel on
03/17/regarding a
car seatOur representative transferred Mrs***
to the Product Technician department due to the alleged potential for injury
Anita, the Product Technician spoke to Mrs
*** on 03/18/regarding the incident and took a full reportThe
Product Technician advised Mrs***
that the model number and manufacturing date from the car seat would need to be
provided to proceedOnce this information was received we would arrange the pickup
of the seat for quality inspection and order a replacement seat
Mrs*** agreed and advised she would
contact the Product Technician department with the required information from
the seatAs of today, we have not received the requested information from the
seat
Upon receipt of this notice the Product
Technician again attempted to contact Mrs***Voicemail messages were
left asking her to contact us to discuss the details on 04/29/2014, 04/30/2014,
and a third attempt on 05/01/The Product Technician has mailed a letter
asking Mrs*** to contact us regarding this report
Without the model number or a photo of the car seat, we are unable
to identify her car seat or confirm that It is a product that is manufactured
by Dorel
Once we receive the required information we will be happy to
arrange the pickup of the car seat for quality review and order a replacement
seat
Dorel sincerely apologizes for the incident involving her
daughter, and is grateful the child was not seriously Injured
I have attached our
service record for your reviewSincerely,
*** ***
Product Technician, CPST
Dorel Industries

Attached please find our responseFrom: infoTo: *** ***Subject: Fw: You have a new message from the Revdex.com of Central Indiana complaint #***Verdana">Date: Thursday, December 29, 4:08:PMFrom: Christine E*** Sent: Wednesday, December 28, 2:PMTo: infoSubject: Automatic reply: You have a new message from the Revdex.com of Central Indiana complaint#***. I will be out of the office until 1/3/17. I will respond to your message upon my return. Happy Holidays and Happy New Year!

Dorel Juvenile Product Specialist reviewed the service requests and record for Ms*** upon receipt of this notification
"MARGIN: 7.65pt 0.55in 0pt 0in">Ms*** first notified Dorel on 08/24/2015, regarding this alleged incident involving a car seat model CC068BPH and manufactured on 05/13/Ms*** advised she purchased the car seat from *** in August On the day Ms*** called, a full report was taken, and she was issued an online voucher for $170.00, to use for a new car seat of her choice
Pre-paid shipping labels were mailed in order to have the car seat returned for quality review by our engineer, since Ms*** wanted to file a claim for collateral damage to her vehicle seatInstructions were also mailed to Ms*** to let her know how to proceed
The car seat was received and inspected, and a subsequent denial letter was mailed to Ms*** regarding the damage to her vehicle seatI have enclosed her service request record, the photos she submitted and the emails that were sent to Dorel
We sincerely apologize that Ms*** does not agree with our decision to decline her request for compensation for her damaged vehicle seatWe have issued an online voucher well above the amount she paid for the car seat, so that she could choose a replacement
This is not something we have heard heard beforeNo other models produced that same day or after have beem reported as having marks on themMs*** used the seat successfully for year prior to this, but did not notice or report the damage prior to August,
Dorel strives to provide exemplary customer serviceThe warranty on the car seat is a one year warranty from the date of purchase with a copy of the receiptOur warranty states that the proof of purchase is required and shipping charges are the responsibility of the consumerThis was waived for Ms***
We stand behind our decision to decline this request fo compensation
The service request and all documents are attached for your reviewWarm regards, *** *** CPST

14.9pt; vertical-align: baseline punctuation-wrap: simple" class="MsoNormal">Mrs*** was contacted in order to resolve the issue with the Pria car seat she has purchased through Amazon.com
Dorel Juvenile and *** *** strive to provide quality products and exemplary
customer service
It appears Mrs
*** did her best to comply with the installation tips that were provided
for her, therefore, we would like to extend our sincere apologies that her
request for a refund was not honored at that time
The
Product Specialist has arranged for a full refund and has also mailed pre-paid
shipping labels for Mrs*** to use to return the seat at issueThe
Product Specialist has also apologized to Mrs*** was contacted in order to
resolve the issue with the Pria car seat she had Mrs*** for the inconvenience this situation has caused for her
and her family
Warm
Regards,
*** *** CPST
Dorel Juvenile
State St

I will start by saying that I have never had such a hard time getting in contact with a company such as this oneI called every number I could find on this company to get a recording or sit on hold for several minutesI did however was able to obtain an email which was to a MsAnita ***, a product technician with the companyTo make a long story short, I purchased a Cosco car seat and it put holes in my leather seats of my 30k Ford ExplorerThey asked me to send pictures and three quotes and I also returned the car seatAs the weeks went by I emailed MsAnita for updates and I was always told that it would take up to weeks, which was okWell after weeks I emailed her again and she stated that she referred it to her manager, but she was out for the week??? weeks now and ask for another update and tried calling the number within her email several times and would only get a voicemail with no return callI finally got a letter in the mail with no surprise that they can't help meThey did send me a new car seat, but now I have $1,in damage to my seat that they refuse to help me withI felt that she was ignoring the issue because she didn't want to deal with the fact that they would not cover the damageVERY DISAPPOINTED!!!

Ms. [redacted] contacted the consumer relations department via email on...

6/10/14 alleging the stroller she had recently purchased was difficult to fold and the piping on the canopy was coming through the fabric. She included a photo of the stroller with her email. The model number was given as 01274STB and manufactured on 2/8/2010. This is a Quinny Zapp 4 stroller.
This Quinny stroller model 01274 has not been manufactured by our company for more than 2 years. Our representative asked for a copy of the receipt since the stroller was over 4 years old, and advised Mrs. [redacted] if she was uncomfortable using the stroller, due to the issues she was experiencing, to please discontinue use.
On 6/12/14 Dorel received a proof of purchase showing the stroller was purchased on clearance for $32.19 +tax.
The original retail price of this stroller was $219.99. The newest version of this stroller is the Quinny Zapp Xtra which retails today for $349.00 at Babies R US.
Dorel advised Ms. [redacted] of this and offered to replace with a different model or we could credit the 32.19 toward the purchase of the new Zapp Xtra, but we could not do an even exchange for the new model.
The consumer alleges she returned to the Babies R Us to see if they had any others on clearance. She advised Dorel the store did not have any more of this inventory either.
Dorel, in the spirit of compromise, offered to exchange for the CV131MCK model, which retails for $149.99 or a cash refund of the $32.19 she originally spent which ever she preferred. Mrs. [redacted] was advised this offer was good for 5 days to give her time to consider her options and let us know her decision.
Ms. [redacted] did not respond to our offer.
Upon receipt of this notice, the Product Specialist reviewed the record and has issued a refund for $32.19 that Ms. [redacted] spent for the stroller as shown on the receipt submitted from Babies R US.
I have attached the service request details record as well as the email correspondence for your review.
[redacted], CPST
Dorel Juvenile
2525 State St
Columbus IN 47201

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would somewhat be satisfactory to me, I was really hoping for a replacement stroller of same function but obviously thats not going to happen so I guess I have to settle for whats being offered since I am still without a stroller and weeks have psssed since the incident.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Note, I am NOT satisfied but what else is there left for me to do.,
 
[redacted]