en-us

Great product, Awful customer service

I received a bottle warmer for my baby shower two months prior to the birth of my child. After using the warmer for less than a month, it was clear it was not working. The bottles were lukewarm at best. I reached out to Tommee Tippee and was told that, based on the batch number of the warmer, that is was indeed defective. I was told to ask the gift giver for the receipt for the warmer or they could not help me. This was embarrassing - and three months after the gift was purchased. I found the gift receipt, it was purchased through Amazon, and Tommee Tippee told me to go through Amazon for the return, even though it was defective. Amazon told me that because it was outside the three month return window, they could not help me and that the manufacturer should replace the defective item. I went back to Tommee Tippee and was told to push Amazon for their 12 month electronics warranty. Amazon did not replace the item (I do not fault them - Tommee Tippee admitted fault with the item, a manufacturing defect!). Tommee Tippee refused to replace the defective item (!!!) saying there were none available in the US warehouse. This item is readily available on Amazon and other retailers - I am certain there would have been a way for them to replace it with the identical item. Instead, I am getting a lesser valued warmer and they are also giving a sippy cup and soothers - I'm certain these items combined are still less value than the original warmer, which was twice the cost of the warmer they are sending. All this to say I won't be supporting Tommee Tippee in the future due only to the extremely poor customer service. I really loved the warmer I had and was hopeful to use it for food pouches, but the replacement cannot be used for that so I need to purchase another warmer anyway. The customer service agent should have gone above and beyond to correct their admitted defective product -- not make the customer do all the work, contact Amazon twice, and have to fight to get replacements that don't even add up to the original value. Also, two weeks after admitting it was a defective warmer and agreeing to send replacement, it was only then that they told me to stop using it, cut the cord, and send a photo of the product with the cord cut, "to protect my family from the unsafe product." Now, I understand they need this to write off the product, but to say it's for my safety -- TWO WEEKS after they said it was defective - is disheartening and not genuine. Had there been safety concerns, why wouldn't they have told me right away to stop using it? It was just one bad experience after another. I'd have expected more from a company of this size.

Date of experience: Apr 01, 2022