Product Description
,Stork Craft Tuscany 4-in-1 Stages Crib ,Dream On Me Full Size 2 in 1 Folding Stationary Side Crib ,Dream On Me Liberty Collection 4 in 1 Crib ,Child Craft London Euro Style Stationary Crib ,Dream On Me Liberty Collection 4 in 1 Crib From the Manufacturer Baby Trend Expedition Travel System - Millennium. Expedition jogger travel system includes top rated fixed back infant car seat with EX Flex-Loc base. Infant car seat accommodates 5 approximatly 22 pounds ( 2.2 approximatly 10 kg.) Heights of 28.5" or less (72.4 cm). Lockable front swivel wheel for ease of maneuverability. Extra wide, ergonomically shaped foam padded handle. Reflectors provide greater low-light visibility. Extra large storage basket. Lightweight steel frame construction. Recommended use stroller: birth - approximatly 50 pounds or 42". Car seat: approximatly 5 - 22 pounds and up to 28.5".
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This review is from: Baby Trend Expedition LX Travel System, Millennium (Baby Product)
To be clear, this review isn't so much about Baby Trend products as it is about the company, specifically their Customer Service organization. I ordered the Baby Trend Expedition LX Travel System, Millennium in June of 2011. Our baby was due in September. I promptly received my order, and stored it away for a couple of months, until the due date was a little closer. To our surprise, our baby decided to be born four weeks early. While my wife was in the hospital for those few days, I traveled back and forth in order to scramble to get things ready for their arrival at home. Included in that scrambling was assembling the Baby Trend stroller. Once assembled I realized that one of the two handle bar triggers that control the folding-up of the stroller (for compact travel) didn't work. In other words, only one of the triggers was needed for the stroller to fold in upon itself. Knowing this was a manufacturer defect as well as dangerous to a newborn child, I called the Baby Trend Customer Service line. The operator's first comment was that the 'defect' wasn't a problem. After I coached her through the logic that a stroller that might fold while in use after accidentally triggering only one of the triggers was a significant problem, she placed me on hold, then came back on in complete agreement. She let me know that I should package up my stroller and ship it back to them for repair (shipping at their expense). WHAT?! I was going to be without a stroller for our newborn baby. NOT GOOD! After being shuffled up the Customer Service ranks, I requested that I be cross-shipped a new stroller so that I would be without a stroller for only a minimal amount of time. Seemed reasonable to me. It's not like my stroller was 'used' at that point. No luck. That's not the Baby Trend policy. I would be without a stroller for at least a week. On the one hand, as a customer, I'm thinking "this sucks"; I did my research, paid a premium for a 'good' product, I shouldn't be hampered by a defect. On the other hand, as a student of business, I figure mistakes happen, it's simple statistics, nobody's perfect; but it's in the way a company handles such mistakes once they're brought to light that either makes it worthy of our praise or of our utter SCORN.
So, without much of a choice, I packed up the stroller, applied the prepaid label, and shipped it back to Baby Trend for repair. That was three weeks ago. I still don't have my stroller. The prepaid label I received was for FedEx (from Massachusetts to California). My stroller made it back to Baby Trend in a matter of days. And, to be fair, Baby Trend apparently made the necessary repairs and shipped it back to me within a few more days. They, however, shipped it back via FedEx Home (some kind of half-assed subsidiary of FedEx) (likely to save a few dollars). Now, eleven days after it left Baby Trend in California (three weeks total round trip), here I sit on my front porch waiting for my stroller.
During the past few days I've called Baby Trend Customer Service to ask them where in-process my stroller was, to get a sense of competence, and to seek some type of compensation for our troubles. Keep in mind, the only thing(s) we did 'wrong' were to buy a Baby Trend product in good faith, expect it to be fully functional upon arrival, and not unbox and inspect it prior to the birth of our one-month early daughter. I have been told by all three levels of Baby Trend's Customer Service department that I have no recourse, and perhaps worse, I am not able to speak with anyone above the Customer Service general manager (Brad). When I initially asked to speak with Brad, I was told he was on the phone with another customer. I offered to be placed on Hold. I was told, "I can't place you on Hold as that would tie up a phone line for our other customers." (Ostensibly, I and my issue aren't important enough to keep an entire phone line busy.) Then I specifically asked, "Who is Brad's supervisor?" Answer: "I'm not able to give out that information." Me: "Who is the VP of Marketing?" Answer: "They don't take phone calls from customers." Me: "Who is the CEO of Baby Trend?" Answer: "I can't say. Brad is the only person you can talk with and he's too busy right now."
UGH!
In summary, Baby Trend doesn't stand by its infant/baby products or their workmanship. Baby Trend would rather inconvenience its customers than itself when rectifying an issue. Baby Trend Customer Service (and apparently its executives) don't really care about its customers (mother, father, and child).
I am therefore only left to believe that Baby Trend Must HATE Babies!
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