Friday, April 29, 2011

Graco Customer Support-They Replaced My Highchair In 24 Hours!


When my less than one year old Graco Cozy Dinette highchair buckles broke, I was very annoyed. I had liked this highchair for the most part, but felt that the seat buckles and mechanics of the recline feature were pretty poorly made. Then sure enough, one day I couldn't release the buckle to get my baby out. Good thing I could adjust the strap length and pull his legs out or he would have been stuck in there forever.

When I contacted Graco (aka Newell Rubbermaid) I thought I would have to wait at least a day to hear back. Then about 2 hours later I got an email asking for more information. I sent another email with the manufacturing number and made by date, and re-stated the problem. After about 4 emails from me back-and-forth with customer service, I was frustrated! Finally, I just suggested they send me all new straps. They replied that they would send me a whole new seat base and back-really?! Even better, I thought.

I was shocked when the very next day there was a huge box on my front doorstep. I quickly put the seat together, which only took a few minutes, and the straps are working great.

This makes me feel a lot better about buying Graco products in the future.

Have you ever contacted customer service to fix a broken product related to your child?
If so, I want to hear your feedback and what company you dealt with.

Disclosure: None, the company replaced the broken product for free.

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