My friend Devorah sent this email to Safety First when she experienced problems with one of their products:
I purchased the stove knob covers and am very satisfied with it. It's so great. They are easy to put on and they're made in a way that I can open it simply but my curious toddler is still unable to open them to reach the oven knobs no matter how hard he tries.
I was surprised when recently, one and then a second knob cover broke. I thought they were made in a way that they are heat-resistant and wouldn't break that quickly. They should be able to handle the normal wear and tear of being opened and closed regularly. However, both of them broke at the hinges. Is there any way I can get new ones?
I believe that a product coming from a company as reputable as yours should last more than just a year and a half. If this product is made to keep children and toddlers away from the oven, it needs to be strong enough to handle regular use of being opened and closed every couple of days.
Please respond at your earliest convenience.
Thank you.
She then got this response:
Thank you for contacting Dorel Juvenile Group Consumer Relations. We apologize for any delay in answering your email.
I do apologize that you have had some issues recently with your oven locks. Technically this type of product has a 90 day warranty with a receipt. If you purchased this product a year and a half ago, there would be no warranty left on this item.
Do you have a receipt showing the purchase of these oven locks? Even if you are outside of the 90 day time frame, we can see what options are available for you with a receipt.
Luckily Devorah bought them from Amazon so all she had to do was find the order and send the confirmation to the company. Once received, they replied:
Thank you for contacting Dorel Juvenile Group Consumer Relations. We apologize for any delay in answering your email.
We have ordered a new set of stove knob covers for you at no charge. Please let us know if you have not received them in 5 to 9 business days.
A success story if I ever saw one.
