Dorel Juvenile Group

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 8 months old, could...

not reach the floor in the walker, in its lowest position. Our 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 reason. In 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 instructions. Mr. [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 9 inches from the seat to the floor.  Mr. [redacted] accepted the offer and an order was placed. A follow up email was sent to Mr. [redacted] with the order number and expected delivery time frame. I have provided my direct contact information for Mr. [redacted], should he have any issues with the replacement walker.   Warm Regards,   Marilyn [redacted], CPST Product Specialist Dorel Juvenile [redacted]

Mrs. [redacted] contacted us by email on Saturday March 28,...

2015. Our office was closed during the time this email was sent. On Monday March 31, 2015 our records indicate that Mr. [redacted] contacted us by phone to check on the pictures that were sent. Mr. [redacted] then advised that the buckle on the UAS strap had become damaged. Mr. [redacted] advised that they had already replaced the car seat and demanded a refund. Mr. [redacted] was advised that the car seat can be used without the base and we offered to replace the UAS belt or to replace the car seat. Mr. [redacted] declined the offer to replace the belt or the replacement car seat. Mr. [redacted] then sent an email regarding the conversation that had just taken place. Mr. [redacted] then contacted our office again on April 1, 2015 and was transferred to the Product Technician department. The Product Technician reached out to Mr. [redacted] by phone on April 1, 2015 reaching a voicemail.
Upon receipt of this notice on April 2, 2015 the Product Technician contacted Mr. [redacted] regarding the situation with the car seat. Mr. [redacted] alleges he had removed the car seat and the base before laying the seat down in his vehicle. Mr. [redacted] alleges when he returned to install the base in the vehicle he noticed the plastic on the UAS adjuster was damaged. Mr. [redacted] stated he could not be without a car seat so they immediately purchased a new car seat.
The Product Technician offered to arrange pre-paid shipping to bring the damaged car seat and base back for our quality team and advised once the seat was picked up we would agree to a prorated refund of $150.00. Mr. [redacted] then advised that he had to check to see if they still had the car seat and the base as they had already put the seat and the base in the garbage. Mr. [redacted] contacted the Product Technician immediately to advise that they no longer had the seat. The Product Technician advised without the car seat and the base to bring back for our quality team we are unable to issue either a replacement or a refund.
Dorel strives to provide exemplary customer service and this is not something we have heard regarding the UAS adjuster. Mr. [redacted] was unable to provide a copy of the receipt and had already purchased a replacement car seat which was manufactured by a different company and his car seat was outside of the one year warranty. Mr. [redacted] was also unable to provide the car seat for review.
The warranty on the car seat is a one year warranty from the date of purchase with a copy of the receipt. Our warranty states that the proof of purchase is required and shipping charges are the responsibility of the consumer.
I have attached a copy of our warranty as it is outlined in the instructions.
I have also attached the service record for your review.
[redacted] CPST
Dorel Juvenile Group
2525 State Street
Columbus, IN 47201
&nb

Upon receipt of this notice, on 02/17/2016 the Product Technician called the telephone number provide on the report, but reached a voicemail box. A 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 Mr. or Mrs. [redacted] have ever contacted us to ask for any type of resolution.
On 02/18/2016 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 driving. The Product Technician provided Mrs. [redacted] with our contact number for a call back.
On 02/22/2016 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 02/22/2016 per our policy, a letter was mailed to Mrs. [redacted] asking to please contact us regarding this matter. Once 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]

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 seat... Once I was in direct contact with them they resolved the matter in a very timely manner!

Dorel Juvenile Product Specialist reviewed the service requests and record for Mr. and Mrs. [redacted] upon receipt of this notification.
0in;">Mrs. [redacted] first contacted Dorel on 8/23/2016, stating the strap on her car seat was damaged. She was advised that we could replace the seat with a proof of destruction exchange. This type of exchange is used in order to waive the return shipping for the consumer, to have the entire car seat returned for exchange. The process was explained to her, that she would be emailed a letter to sign and options for her choice of replacement car seats. Mrs. [redacted] was advised that if she wanted the car seat to be sent prior to the warranty process being completed with a proof of destruction, that she would need to place a $50.00, refundable security. Once the exchange was completed, the 50.00 security would be refunded. Mrs. [redacted] indicated she understood and agreed. On 8/28/2016, Mr. [redacted] posted a message to the Safety 1st Facebook page, stating they were very frustrated, along with an explanation, that clearly indicated a misunderstanding of the process as it was explained to Mrs. [redacted]. Our Social Media representative explained the process to Mr. [redacted], and offered our apologies for any misunderstanding. She explained that his seat would be replaced even though it is outside the warranty period. Mr. [redacted] indicated he understood the process and agreed that was fair. He was advised to look at the email options that were sent to him in order to choose his replacement car seat. On 08/31/2016, Mr. [redacted] contacted our Consumer Care team to advise which replacement car seat he wanted, and the order was placed. He should receive his replacement within 7-10 business days. Mr. [redacted] indicated he was satisfied with this resolution. I have attached the Service Record, as well as the Social Media correspondence for your review. Warm Regards, Marilyn B[redacted], CPST Product Specialist Dorel Juvenile mb[redacted]@djgusa.com

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 below.
They did indeed try to contact me but our daughter has a serious infection post surgery and was in children's hospital. I have tried them back three times including leaving a voicemail this morning on the 4th attempt.
Regards,
[redacted]

Technician contacted Ms. [redacted] once we received your letter regarding the stroller.
Ms. [redacted]
alleges they have been having issues with the tires loosing air. Ms. [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 seat. Ms. [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 review. We 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]
[redacted]
Dorel Juvenile
2525 State St.
Columbus,
IN  47201