Graco UK  Recenzje 

I had bought the Ezlite stroller for my baby boy and unfortunately encountered a defect in the stroller recliner. I contacted Amazon who were useless and very unhelpful so decided to contact Graco directly. Even although they had no legal obligation to fix the issue they went above and beyond for me and my family.
They provided a box for me to return and arranged a DPD collection within 2 days and provided me a new stroller at no cost within a further 2 days.
The customer service I received was first class and Ella in particular was a god send, she was amazing and so so helpful. I can’t thank Ella enough and Graco for restoring my faith in how business should be done. A great British company with a strong focus on customer service. below is part of an email I sent to thank the company and I must state I cannot praise them enough and would recommend them to anyone:
"I can’t thank you enough for providing such a first class customer service that is so very rare in this day and age. You took a burden off me and my family in a time of need and I thank you so much for that. May God bless you Ella for your kindness."
5 star all round for Graco

We purchased a Graco FoldLite XL travel cot for our 3-month-old baby and used it for the first time while travelling by air.

The cot itself is of sound quality and, when assembled, works fine (albeit the mattress seemed a bit uncomfortable for our baby). However, we found a significant issue when packing it for travel. The supplied carry bag appears to fit the folded cot, but there was not enough room to comfortably include the newborn bassinet insert that comes with the product. This feels like a big design flaw given that a travel product should be designed to travel with all of its supplied components securely.

As a result of the poor design, when we packed it up with the newborn insert, the bag was under strain, and during the flight the bag opened and one of the long metal mattress support bars was lost. We reported the missing item to the airline, but it has not been recovered.

The most disappointing part was the response afterwards. We contacted Graco hoping to get a replacement support bar. Instead, we were told that replacement parts for this product are not available in Europe and that there is no repair route.

This means an otherwise brand-new, fully functional travel is unusable because of one small missing component. Amazon (where we purchased the cot) offered to refund us for the cot, however I am disappointed not because of the cost, but because of the principle: from a sustainability perspective, a durable baby product should have a way to be repaired when a small part is lost.

The customer service representatives were polite throughout, but the overall experience was frustrating. Graco has made commitments around reducing environmental impact and conserving resources, yet in this case there was no option to repair a product/replace the part - which is one of the most basic tenants in sustainability in consumer goods.

I hope Graco reviews both the travel bag design and its approach to spare parts. A simple replacement-part system would make this a much better product experience.

Contacted customer service as needed a replacement seat pad cover for childs car seat, after a tiny of paint fell on seat when it was being stored in garage.
As I was unable to find spare part I contacted customer service to see if I could purchase one. They replied that they don't sell spares, but we're able to source a seat pad & would send out as a gesture of goodwill.
Excellent customer service that was not expected. This level of customer service is something not experienced very often.
Reply from my original e mail inquiry was next day. Extremely pleased, can't be happier with outcome. Excellent.

Worst customer service ever, I contacted them with a few faults with the pram I’ve sent over videos and pictures and every bit of information they asked for and then when I rang them saying my baby is 3 months old I need this sorting there’s a years warranty on it they told me they will collect the pram and look into fixing it my answer was what the hell am I gunna do without a pram I have nursery and school runs to do and there answer was borrow one from a friend absolutely fuming will never buy from this company again

Very polite CS, they asked for a few more bits of detail on the back of my enquiry and attached an example of what was required. Sorted issue straight away and posted our part, fantastic service thank you, would highly recommend for both product and service

I lost the infant wedge for my car seat, contacted graco and they sent me a new one, Lauren was very helpful and sorted my query quickly.

Ella and Lauren were great. They were super friendly, helpful and patient with my request. It was an odd request but they were amazing and it’s a great reflection of Graco’s great customer service. Thank you

Very easy to get through on the phone. Solved my query straight away and sent out replacements for the car seat. Very happy with the customer service. Thank you

I ordered a next2me crib, barely 1 week in I noticed my newborn sliding over to the mesh in the night upon further inspection I found that the crib was clearly faulty and not level (checked with a spirit level), these things happen so I contacted customer support this is where the real issue begins…

Images provided showing proof but interrogation tactics from the team as if I was being deceiving or something (Agent literally said my issue was not proven even though images were provided) and work arounds were suggested like using the bed strap to help with the levelling!…The agent was well aware I’m using the crib as a stand alone and either way if there is a problem with the crib why would I as a customer want a faulty product. The response turn around Is also so slow.

I literally sent the first email about this issue on 31/03 and only on 01/04 did I get an email say the issue was solved…

I would hardly say this issue is ‘solved’ more like a customer that completely lost faith and grew impatient and ‘solved’ the issue themselves by purchasing from another brand / company.

I really don’t feel this matter was taken seriously considering how dangerous I could be if my newborn was to roll over in the night due to this issue.. needless to say I spent the better half of a month hardly sleeping and checking my baby until I gave up dealing with Graco

I can’t imagine Graco having many return customers if this is the service they provide.


***Edit*** Your trust pilot response is just as I expected, lies and a lack of accountability for the issue - I had told the agent I had already purchased a new one because of the lack of help from Graco and how long it had taken for the issue to sorted - the agent then responded with this ‘ As a replacement has now been purchased your ticket will be solved. ‘ so no it did not close ‘automatically’ I absolutely was not supported throughout because if had been I would not have had to purchase a new one from another company, how can you expect someone with an issue as serious as stated to be waiting 2-3weeks for a resolution. To any viewers of my review, do not purchase from Graco their service is none existent and it’s not worth saving a few pounds on their awful products at the risk of your baby’s safe sleep!

SHAMEFUL

Emily was polite and helpful and patient with me and very considerate with me I had been very poorly and even though I struggled myself due to my disability she was still patient and dealt with my request immediately thank you. Emily you are a real credit to the Graco Team

Excellent support for the sales assistant who solve the problem quickly and without any problems. Would definitely recommend.

Thank you so much Ella for all your assistance and help! Ella was amazing and from the initial email was ready with a solution and advice. She was super professional and kept me in the loop the whole way. Looking forward to receiving my delivery!

Extremely helpful! In fact I am astounded at how helpful you have been. Not only did you send me the body/head support absolutely free of charge, but you also included the matching chair cover. It came super-quickly and I was kept informed at every stage. Astonishingly good customer service and I will shout it from the rooftops! Thank you so much

The plug to my Graco AllWays swing was lost after it was put in storage. I was so upset but the Graco team went above and beyond to help me find a replacement and sent one to me as a goodwill gesture. I was so grateful and my daughter loves her swing

Brilliant customer service.
I had accidently lost the shoulder strap pad for my stroller.
I messaged and Ella got back to me promptly asking for a bit more information and once I had sent this, she confirmed the part was ordered and would be with me in a few days.
I couldn't be happier with the service she has provided and it is really appreciated.

Support was given very quickly and professionally. Would recommend.

I contacted Graco to try and source a high chair table which hadn't been returned to me for items which had been in storage. Ella dealt with my query and was helpful thoughout, providing me with a replacement, without charge, which was received in a few days. So refreshing to receive such great customer service. Thank you Ella

I had a great experience with the customer service regarding my Graco Organza High Chair. The support team was friendly, patient, and very helpful when I contacted them for help with the parts. They responded quickly, and made sure I was completely satisfied before ending the communication. It was reassuring to deal with a company that genuinely cares about helping their customers, and the whole process was smooth and stress-free. Overall, the excellent customer service made me even happier with my purchase and will recommend Graco products to anyone for piece of mind, exceptional quality and customer service. Thank you so much Graco!!

Recently acquired one of Graco's excellent car safety seats. We had a query which was answered almost immediately by email. Excellent company to deal with.

I needed two extra safety pads for my car seats. Gracobaby were amazing. They sent me them within a week and didn’t charge me anything. I can’t thank them enough. Polite and effective customer service. I would highly recommend. Thank you.