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Review 3/11/2010
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My History with USA baby began in 2007 when I purchased my entire nursery collection (Cocoon cribs)from them. Unfortunately I had defective parts with almost everything I purchased. (The dresser's drawer wouldn't slide in properly and needed drilling on side that makes it now unsightly, the crib had a rail that had mis-drilled holes that had to be replaced and the latest problem is the toddler conversion rail I purchased in late 2009. The first issue was the wrong toddler conversion kit was sent out. This was really frustrating trying to assemble the crib with the incorrect conversion kit. I told Elana I was sure I had the incorrect rail and she sent out the correct one. When I received the correct rail and tried putting this one together it was missing a part (a top rail piece that fits on the crib, without it the crib is incomplete and ugly) and came with no instructions. I have been trying to get the part ever since, going on 3 months.
I contacted the supposed owner Elana about all of this. I say supposed because she claims she is not the owner but I was told she was the owner. She also was my main contact. If she is not the owner I am wondering why she is the one answering the BBB complaint. If she is not the owner I wish I could speak with the owner about the issue because maybe then it would get resolved.
My relationship with Elana has been difficult in communication from the start. She says a part is coming and that she will call me back with the status. She never calls back. I call again, she says the part is on the way again and so on and so on. This time, the part never came over a course of over 2 months. I have always given her weeks to respond to my phone calls. I am not pushy, I just want to know when to expect my missing part. All I want is the missing part to my crib. My last phone call I left her a voicemail letting her know that if she didn’t call me back this time with the status of the part, I would file a complaint with the BBB. She didn’t return my call.
I called her today to let her know that I did file a complaint. She was clearly very angry with me because she wouldn’t let me speak. She told me she faxed the request to the Cocoon crib company on Monday (but I have been asking about the part for months) and that my issue really is with the crib maker not her and she was doing me a favor by going through all this trouble and that no matter what she does the customer always complains (even though she sold me the crib, plus you can’t contact the crib company as a consumer). She has been telling me all this nonsense about the company changing owners which just isn’t true. She told me a long time ago that she remembers selling me the crib (that I came in with my mom and recalls where I live), and she was my contact person when the rail had to be replaced and also my contact person with the most current issue. It appears to be a complete lie. The thing is, all I want is the missing part and I would be happy. I haven’t been difficult but she has been dishonest about replacing it & her position at the store and is rude to me. I feel badly for writing this review because I am not out to ruin her but I just feel like she has handled this so poorly and it should never have been an issue. I have wanted to solve this amicably the whole time. I don't understand why it has been so difficult for them.
After her rant she told me that next week is her last week, that she doesn’t care anymore and then hung up on me. I barely got a word in edge-wise.
This really has such an easy resolution and I would be happy to delete this review and drop my complaint if she would just send me the the missing piece to my crib. I paid for it, I want it.
Future customers, do yourself a favor, shop at Sid’s baby furniture by LAX. I got my 2nd crib there and have had zero problems. Plus their selection is huge in comparison.
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