Firstly, I would like to start off by saying that ultimately the carrier is exactly what we needed for our little one. It’s highly adjustable, and has many thoughtful adjustments that can be used to make it very comfortable for my petite toddler. However, the experience with shipping and poor quality control were unacceptable. The shipping carrier told me three days in a row that my package would be coming - it didn’t, and I was left to wait at home all day so that I didn’t miss them. If you live in a rural area, I would highly suggest paying for a more reliable option than Dragonfly, which is used for the free shipping option. Secondly, when my carrier did finally arrive, two loops for the head support were loose- one came off completely the first time I tried it out. After everything that happened with the shipping adding this issue on top was extremely frustrating. We were leaving on an international trip in just a few days, so although Christine did offer to take the carrier back to have it repaired, it wasn’t an option. She also offered to pay 25$ to take it to a seamstress locally - again, with our limited time frame, this was not an option. Frankly, a refund of 25$ doesn’t feel like it begins to scratch the surface of making things right after the everything that happened considering all the time, energy, and stress involved. Ultimately we were able to get a family member to reinforce the stitching so we could take it with us. Poor shipping experience aside, this is not something that we should have to worry about when purchasing a carrier at this price point.
Store owner replied: Hi Kenna, First of all, thank you for taking the time to share your experience so openly. I truly appreciate it. I want to say that I am very aware of the stress you experienced while waiting for your carrier. Shipping is honestly one of the biggest sources of stress for me as a small business owner. When I send out a carrier, I am entrusting something precious — something parents are eagerly waiting for — to a delivery company that is ultimately outside of my direct control. That loss of control is difficult, especially when expectations are high and timelines are tight. I do offer different shipping options: the free option is meant to help families save, but it does come with fewer guarantees, no signature requirement, and sometimes less reliable tracking. I also offer more secure and reliable services for an additional cost. I understand that many customers naturally choose the free option, and I completely respect that. Unfortunately, as in your case, it can sometimes lead to frustrating delays. On top of that, the quality issue you experienced should not have happened. I had never seen that specific defect before, and I was deeply disappointed to learn it occurred with your carrier. That truly matters to me. Chimparoo is built on trust, and I take quality control very seriously. Since your message, I have reinforced internal checks to ensure this type of issue does not happen again. I understand that the timing made my repair options difficult for you, especially with your international trip approaching. I’m grateful you were able to find a solution quickly, but I also recognize that it added unnecessary stress during an already busy time. To Kenna — and to all of my clients — please know that I am constantly working to improve both service and quality. Feedback like yours, even when it’s hard to read, helps me grow and do better. Thank you again for your honesty and for choosing Chimparoo. Warmly, Christine
