ComplaintsforDockatot

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDER #: XXXXXX ORDER TOTAL: $127.50 DATE OF PURCHASE: 11/04/2022 I purchased DockaTot+ in Carrara Marble and La Mamman Wedge in Carrara Marble during a sale only to find out about the CPSC ruling afterwards. Customer Service refuses return/refund with claim of final sale even though they were not advertised as such during my purchase, only afterwards. When voicing concerns you are given a run around blanket statement avoiding any responsibility. They have deleted posts and comments on their social media outlets. I never intended to use for sleep but feel uneasy using at all with it essentially being banned from future sale due to safety concerns. They had prior knowledge to the issues and continued selling anyway. Now I am stuck with an unsafe product because a company rahter make a profit than have values. I feel like I've been douped and am very unhappy. I want a refund as I meet criteria for one and it is morally the right thing for the company to do.

  Business response

  01/22/2023

  Business Response /* (1000, 5, 2022/11/29) */ This customer placed an order with us for a Deluxe+ dock in Carrara Marble and a La Maman Wedge in Carrara Marble on Nov 4th, 2022. The items she purchased were heavily discounted and both clearly marked as final sale items, meaning they can't be returned or refunded. She emailed us on Nov 17th, 2022 asking for a refund, however, her purchased products are not eligible for a return or refund since they are final sale items. Regarding the CPSC announcement, we have only sold our Deluxe+ docks that were manufactured prior to June 23, 2022. Consumer Response /* (3000, 7, 2022/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The items were not marked final sale and was advertised as limited time sale. After ruling became public and customers began asking questions all items were placed as final sale and they finally made an announcement regarding the ruling. Standing behind products they have been deemed unsafe and not willing to rectify the issues with loyal or new customers. Business Response /* (4000, 9, 2022/12/07) */ We have not sold any Deluxe+ docks manufactured on or after June 23rd, 2022. We continue to sell those Deluxe+ docks that were manufactured prior to June 23rd, 2022. We have reduced the price on some of our Deluxe+ docks, and simultaneously marked them as final sale as well. We continue to sell regularly priced Deluxe+ docks that are not final sale. Consumer Response /* (4200, 11, 2022/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) You keep standing behind the manufacturer date however none of them will be sold in the US anymore. You're selling what you can and forcing parents to keep items they do not feel safe using after finding out issues and rulings regarding your product. The way a company handles these events speaks volumes and impacts how they will recover. I am beyond disappointed! Business Response /* (4000, 13, 2022/12/12) */ All of our Deluxe+ docks are safe to continue using as directed. We encourage you to read the care label on the bottom of the dock for how to safely use the dock. We continue to honor our Return Policy. Consumer Response /* (4200, 15, 2022/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Items have shown to be unsafe and is why the ruling was determined. If you stand behind return policy I will gladly return for refund as I said from the beginning.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the item on 11/8/2022, shortly thereafter a complaint was filed against the product and company. The company has refused a refund despite the current report. CPSC recently issued a violation notice to one firm, Dock-a-tot, for importing an infant sleep product manufactured after June 23, 2022 that fails to comply with the mandatory requirements of the ISP rule. The product in question, DockATot Deluxe Plus Dock (all models manufactured on or after June 23, 2022) is pictured below.

  Business response

  01/19/2023

  Business Response /* (1000, 5, 2022/11/29) */ This customer placed an order with us for a Deluxe+ dock in the design Signature Grey on Nov 8th, 2022. The item she purchased is a final sale item, meaning it can't be returned or refunded - this information was clearly marked on the item when she purchased. She emailed us on Nov 16th, 2022 asking for a refund, however, her Deluxe+ dock is not eligible for a return or refund since it's a final sale item. Regarding the CPSC announcement, we have only sold our Deluxe+ docks that were manufactured prior to June 23, 2022. Consumer Response /* (3000, 7, 2022/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Reached via email, a spokesperson for the CPSC said the notice of violation sent to DockATot demanded the company destroy the products that violate the rules so they will not be sold. There are publicly available reports of infant deaths associated with the product. CPSC has notified DockATot that it cannot import, distribute, or sell any DockATot Deluxe+ made after June 23, 2022. DockATot did not respond to a request for comment." Rather than remove these items they simply placed them on sale as final sale so that parents were stuck with them. The company conveniently launched the sale a few days prior to the ban going public. Business Response /* (4000, 10, 2022/12/07) */ We have not sold any Deluxe+ docks manufactured on or after June 23rd, 2022. We continue to sell those Deluxe+ docks that were manufactured prior to June 23rd, 2022. We have reduced the price on some of our Deluxe+ docks, and simultaneously marked them as final sale as well. We continue to sell regularly priced Deluxe+ docks that are not final sale. Consumer Response /* (4200, 12, 2022/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The DockATot Deluxe+ Dock is the ultimate docking station for newborns and babies up to 8 months," the description of the product now reads. "Handy multifunctional Swedish design offers a comfy and safe spot for supervised activities like diaper changes, tummy time, playing, and lounging." The product description states the product is unsafe for sleeping or napping. However, the company acknowledged that babies often fall asleep in the Deluxe+ Dock and says that supervised sleep is acceptable -- a problematic statement that led in part to the violation notice from the CPSC.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased the DockATot in March of this year directly from their website for a total of $131.25. It has come to my attention that The U.S. Consumer Product Safety Commission report dated 11/09/22 states, "It is unsafe for your baby to sleep in a DockATot Deluxe+; immediately discontinue its use. There are publicly available reports of infant deaths associated with the product. CPSC has notified DockATot that it cannot import, distribute, or sell any DockATot Deluxe+ made after June 23, 2022." I reached out to the company to request and refund. The company representative reported that since the item was not recalled they would not refund the item and they would continue to sell the items as long as they were made before 06/23. It's concerning that this company is subvert communication to create a loophole that harmed/intentionally misled consumers and are side stepping the ban of sale. The brand was founded with the intention of creating such global brand salience that DAT would become synonymous with the words "in-bed cosleeper" and it is impossible to now remove that advertising claim, meaning all of their products regardless of date of manufacture, are effectually illegal to sell. Included are the photos of my proof of purchase and my conversation with DockATot representative yesterday.

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/11/18) */ The customer purchased a Deluxe+ dock from us in March 2022. She emailed us on November 10th asking if we are providing refunds on Deluxe+ docks. We replied to her the same day explaining that there is no recall on our products and we would continue to honor our existing return policy. Our policy allows for returns with 60 days of the purchase date. Because this customer's order was placed eight months ago, they are no longer eligible for a return or refund. We continue to update our blog here: https://dockatot.com/blogs/news/we-too-believe-in-safety The recent news release from the CPSC provided that the only products that are safe for sleep are cribs, cradles, bassinets, play yards, and bed side sleepers, all of which are subject to mandatory product standards that contemplate sleep. It also advised that any products made after June 23 and promoted for sleep must be redesigned as a bassinet. We have not promoted the multi-functional Deluxe+ dock for sleep for two years and it serves a variety of non-sleep uses for many happy families. We also have not sold any Deluxe+ docks made after June 23.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/4/22 I placed an order for a deluxe + dock. It was delivered to my home 11/09, one day prior to the CPSC bulletin being released banning the sale of any deluxe + dock products in the United Sates as the product has been implicated in four infant deaths. Dock-A-Tot has continued to engage in bad business practices, continue to mislead customers and side-step the ban by the CPSC by refusing to issue refunds for this product and instead claim that their discontinuation of sales was voluntary rather than related to a ban due to infant deaths. Their brand was founded with the sole purpose of attachment-style in bed co-sleeping (as stated on the CEO statement on their website). I have contacted Dock-A-Tot and requested to return product and receive a refund and have been denied as I purchased a "final sale" but brand new Dock on sale, and also because they state this was a voluntary halt of sales. My product is brand new in the package and has never been opened. I am not comfortable using a product banned by the CPSC and implicated in infant deaths.

  Business response

  12/20/2022

  Business Response /* (1000, 5, 2022/11/18) */ The customer purchased a final sale Deluxe+ dock in Carrara Marble from us on November 4th. The customer emailed us on November 11th asking for either a refund on her Deluxe+ dock or to be able to return it for a refund. We replied to her on November 13th explaining that there is no recall on our products and we would continue to honor our existing return policy. Our return policy explains that final sale items are not eligible for a return or exchange. Since the Deluxe+ dock in Carrara Marble is a final sale item, it is not eligible for a return or refund. We continue to update our blog here: https://dockatot.com/blogs/news/we-too-believe-in-safety The recent news release from the CPSC provided that the only products that are safe for sleep are cribs, cradles, bassinets, play yards, and bed side sleepers, all of which are subject to mandatory product standards that contemplate sleep. It also advised that any products made after June 23 and promoted for sleep must be redesigned as a bassinet. We have not promoted the multi-functional Deluxe+ dock for sleep for two years and it serves a variety of non-sleep uses for many happy families. We also have not sold any Deluxe+ docks made after June 23. Consumer Response /* (3000, 7, 2022/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product purchase was a brand new DockATot that was considered "final sale" due to color (a color that two days later was full price). This "final sale" due to color is 100% irrelevant considering the basis of this complaint being that the product has been BANNED for sale in the United States following the deaths of infants. DockATot continues to lie (including in their response to me) and says they just happened to decide not to sell the product anymore in this country. They are deceptive and fraudulent, and are refusing to allow a return or refund on a brand new and unopened product despite it being banned due to being unsafe. I am beyond disgusted that this is their response. Again, I would like to return my product and/or receive a refund.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase on Oct 31st. Order XXXXXX. I was never notified that the product I purchased was out of stock. When I e-mail DockaTot Dec 2nd, I was made aware and I asked them to ship a different color that was in stock. It is now Dec 20th and I have not received the product. I asked for expedited shipping so it would arrive in time for christmas, I was told that is not possible. I own the DockaTot deluxe and DockaTot grand. I have gifted dockatot products for years, after this experience, that will not be the case anymore. I hope Dockatot can get me the product I ordered in time for Chsristmas.

  Business response

  05/05/2022

  Business Response /* (1000, 8, 2021/12/30) */ We are experiencing unusual delays do to logistical issues. We are doing our best to get this customer's order shipped out. Unfortunately it hasn't shipped out yet. We have issued a partial refund to the customer as a way of apologizing for the delay. We have also offered to cancel the order but she has told us she doesn't want it cancelled, she wants to wait for it. Hopefully the order will be shipped out soon. Consumer Response /* (3000, 10, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested a refund on 12/30/21 and have not received confirmation of cancellation or refund. Business Response /* (4000, 12, 2022/01/05) */ We issued a full refund to order Order XXXXXX in the amount of $73.73 on Jan 3, 2022, and we sent an emailed confirmation of this to *************@gmail.com. It can take a few business days for the refund to appear back in the account. Consumer Response /* (4200, 14, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I received a refund, I am so upset about the way I was treated by this company. I have been a loyal customer for years and aside from using their products, I also gifted them at showers. Their total disregard about my experience has made sure I will never buy their products again.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩