Review Time
Extremely disappointing support experience—there was an argument with a mother of a newborn about the size of the swaddle provided. I mentioned that it didn’t fit. They claimed I was supposed to receive a larger swaddle, but it never arrived. That was a week ago! I'm only renting the item for a month. They informed me that it hasn’t even been shipped yet. This is unacceptable after paying a hefty monthly fee. They should feel embarrassed for treating mothers this way, especially during such a recovery period. I'm truly appalled.
I'm relieved I'm only borrowing this product from a friend because it’s utterly disappointing. The company seems greedy and indifferent to your baby's needs. Not only is it $1700 (before taxes), but they also charge $20/month just to use it (the 'free' version only turns it off and on).
Awful customer service - they argue with a mother of a 7-day-old baby about the size of the swaddle they provided. I mentioned it doesn't fit. They claimed to be sending a large swaddle, which never arrived. That was a week ago! I'm only renting the product for a month. They said it hasn't even shipped yet. Terrible service after paying $350 a month for the rental. They should be ashamed of how they treat mothers trying to recover. I'm appalled.
I received this product as a gift, and while it initially worked fine, it has stopped moving. I emailed days ago and requested a phone conversation, but these requests were denied. The provided phone number only directs me to email support, with no option to speak to someone. After numerous emails and requests for information, I was finally told that support was unavailable because it’s out of warranty, wasting my time and efforts during a challenging time with a newborn. My earlier experience with the product was positive, but the customer service is among the worst I've ever encountered.
I’m very disappointed with this product, which often shuts off unexpectedly, disrupting my infant’s sleep and raising safety concerns. It can stop rocking within minutes, displaying a false message about clip engagement. This happens almost nightly, leading to sleep deprivation and stress. The company’s customer service offered minimal troubleshooting, which didn’t resolve the issue. They acknowledged this as a known problem but only provide replacements for in-warranty units, leaving those of us out of warranty without solutions. Numerous complaints online suggest systemic issues with the product's design. For a $1,695 product marketed for reliability, this is unacceptable. The frequent malfunctions and the inadequate response of the company demand scrutiny into its safety and quality.
I purchased this product for $2,000 for essential reasons. After using it for my first child, I discovered that basic features are now locked behind a costly subscription ($30/month). This is unethical and prevents parents from using the product as intended. It has become untrustworthy and nearly useless in our home.
I've heard from multiple people that this product helped their child sleep, so when I saw a sale for a 6-month rental at 30% off, we took the deal. However, our child did not like it and screamed every time he was in it. We initiated a return within the 30-day eligibility window, and customer service assured us we would get a refund if returned on time. The refund process stalled, and we discovered that refunds are only applicable for purchases, not rentals, even within the 30 days. Now, we can't retrieve our money since the item was shipped back. I would NOT recommend this, as you're likely to lose money even if it doesn’t work for your baby.
I recently watched a video about a content creator who lost her child, and the company demanded the bassinet back because she could no longer use it for content. It’s appalling that a brand focused on babies would treat a grieving mother this way. I'm glad I never purchased from this overpriced company and will encourage others to boycott it.
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